Texas Trust Credit Union

We have reviewed the complaint submitted by Mrs [redacted] to the Revdex.com and providethe following information in response.On the day in question, the [redacted] account did indeed have a ledger balance as indicated in the complaint.However, there was a hold for a previously completed debit card transaction at [redacted] Drugs for $Thistransaction would have been reflected in the available balance displayed to members on our systems at the time but,would not impact the ledger balance until the transaction settledSince funds were on hold to clear this completedtransaction, they were not available to settle a $1,check withdrawal processed at 4:36pmAt that time theavailable balance was $1,Deposits were received that day but, not until after the check had taken the accountinto the negative and an overdraft fee was chargedThe account was optfor debit overdraft servicesWeprocess transactions in the order received including those where a hold is placed for a purchase made using a debitcard.We apologize that we did not do a better job of explaining our processes and resolving this situation with Mr[redacted] when it was initially brought to our attentionWe should have refunded the charge then and providedmore detail regarding our processesMs [redacted] ***, Assistant Vice President Branch Operations, has contactedMr [redacted] , refunded the fee in question and let them know why the overdraft was originally chargedMs[redacted] has provided the member with her direct contact information should he have questions or issues in the future.We are thankful Mr [redacted] allowed the Credit Union the opportunity to resolve the situationSincerely, [redacted] , Manager of Overdraft ServicesTexas Trust Credit Union

In response to Ms [redacted] ’s latest comment, we are doing the following:Because our lien has been released, we cannot secure a duplicate title without Ms [redacted] ’s original signatureWe will Fed Ex her the form that needs to be signed, along with a return Fed Ex envelopeOnce we have received the form with her original signature, we will go to the regional DMV office and obtain the duplicate titleWe will then Fed Ex the duplicate title to her [redacted] , CFE | SVP of Planning, Facilities & Document Mgmt Texas Trust Credit Union***.***[redacted] (direct)***.***[redacted] (cell)***.***[redacted] ext [redacted] (toll-free)***.***[redacted] (fax) [redacted] | [redacted] , Tx [redacted] @ [redacted] u.org | [redacted] U.org

Complaint: [redacted] I am rejecting this response because:I received a statement just yesterday at my current address that the company is saying they cannot send my title to I don't understand how they can send me a statement at that address but can't seem to send the title to that same address They tried to charge me for no proof of insurance because they didn't send the statement to the right address after I had updated my address (which they didn't do) I just want my title and to never have to deal with Texas Trust again Regards, [redacted]

Upon a review of our records, it appears that Ms [redacted] changed her mailing address prior to the payoff of her loanThus, the title should have been mailed to her current addressHowever, as I examine the format in which the address is printed by our mailing system, it is possible that some of the information was entered in the wrong sequence, thus the mailing label could possibly confuse the USPSThe information is correct, but the arrangement of the information could be confusingI have left a voice mail with Ms [redacted] for her to call me and confirm her mailing addressOnce I have confirmed that it is correct in our system, I will mail her the paperwork that will need to be signed so that we can apply for a duplicate title from the State of TexasIf she agrees, we will have that title sent to us, so that we can confirm we have received it, and then we will FedEx it to her at the proper addressPlease feel free to contact me should you need any more information[redacted] , CFE | SVP of Planning, Facilities & Document Mgmt Texas Trust Credit Union***.***[redacted] (direct)***.***[redacted] (cell)***.***[redacted] ext [redacted] (toll-free)***.***[redacted] (fax) [redacted] | [redacted] , Tx [redacted] @ [redacted] u.org | [redacted] U.org

It is our goal to support our members in any way possible as it relates to loans and deposit accountsYour situation may be more difficult to resolve as there are three delinquent loans and a checking account which was written offYour membership with Texas Trust is predicated upon keeping your
membership in good standingSince we suffered a loss on the checking account we must make arrangements to revitalize your membership with the credit unionOnce you are able to bring the checking account to a zero balance we may offer other assistance which may help with your delinquent loansWe do appreciate your business and look forward to helping you work through this difficult time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me. They did send me the title of the truck which I paid off in good faith out of my personal account Texas Federal still treated us in a way that no one should be treated since the day my dad passed, only apologizing after we filed with Revdex.com. My sister and I paid them over $20,out of our own accounts to satisfy my dad’s debt. Most people would not have done this. My dad trusted this bank for over years. He truly believed he had insurance on the truck. If it wasn’t available to him, he should never have been given the form to fill out and told he had it. In addition, if his checking account has been unfrozen, then they just did this as we have had to pay all other bills and the upkeep of his house out of our own pockets. I will never use this bank again and would never recommend them to anyone. Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We have reviewed the complaint submitted by Mrs. [redacted] to the Revdex.com and providethe following information in response.On the day in question, the [redacted] account did indeed have a ledger balance as indicated in the complaint.However, there was a hold for a...

previously completed debit card transaction at [redacted] Drugs for $55. Thistransaction would have been reflected in the available balance displayed to members on our systems at the time but,would not impact the ledger balance until the transaction settled. Since funds were on hold to clear this completedtransaction, they were not available to settle a $1,100 check withdrawal processed at 4:36pm. At that time theavailable balance was $1,076.53. Deposits were received that day but, not until after the check had taken the accountinto the negative and an overdraft fee was charged. The account was opted-in for debit overdraft services. Weprocess transactions in the order received including those where a hold is placed for a purchase made using a debitcard.We apologize that we did not do a better job of explaining our processes and resolving this situation with Mr.[redacted] when it was initially brought to our attention. We should have refunded the charge then and providedmore detail regarding our processes. Ms. [redacted], Assistant Vice President Branch Operations, has contactedMr. [redacted], refunded the fee in question and let them know why the overdraft was originally charged. Ms.[redacted] has provided the member with her direct contact information should he have questions or issues in the future.We are thankful Mr. [redacted] allowed the Credit Union the opportunity to resolve the situation. Sincerely,  [redacted], Manager of Overdraft ServicesTexas Trust Credit Union

Re: Complaint by Darrin [redacted] — ID# [redacted]Dear Ms. [redacted]:We have spoken with Mr. [redacted] and have resolved the complaint issue. Standard procedure on an account of a deceased member would have the credit union holding firm with no action and filing a claim. This was not done as the funds in...

the checking account were released to Mr. [redacted], and copies of loan documents provided to both Mr. [redacted] and their attorney, instead of holding firm and filing a claim against the estate.While the Credit Union could hold the title to the truck per the cross collateralization clause in the Credit Card disclosures, the decision was made to release the truck title to Mr. [redacted] due to the deviation from procedure. Filing a claim on the estate and resolving the entire issue at once would have worked best.The decision made to assist the [redacted] by releasing the funds in the checking account. While this appeared to be the best course of action to take, it caused confusion on next steps to take including what needed to be paid, and was there insurance coverage.The truck title has been released by the Credit Union and is being mailed to Mr. [redacted]. This action addresses the complaint filed with the Revdex.com. Please contact us should additional information be needed to close case # [redacted]Respectfully, [redacted]Executive Vice President/Chief Retail OfficerTexas Trust Credit UnionCC: [redacted] President/CEO

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am going to assume that Texas Trust has my address since I have received numerous pieces of mail from them (strangely, only the title failed to arrive).  I will sign the requisite forms when they arrive and will then expect to have my title in hand in an expeditious manner. I was never once late on my payments and truly feel that the way I have been treated has been a disgrace. I paid the car off, I deserve my title.
Regards,
[redacted]

Dear Mrs. [redacted]:   We have reviewed the complaint submitted by Ms. [redacted] to the Revdex.com and provide the following information in response.    On August 29th Ms. [redacted] used her overdraft privilege to take her account into the...

negative. Voice messages were left at the number on file which is 214-541-7830 on 9/23/17, 9/29/17, 10/6/17, and 10/12/17. On 9/29 an automated 30 day notice was mailed to [redacted] 76006. In the letter, we offer assistance to the member. See enclosed sample letter.  On 9/20 and 10/14 member requested that fees be refunded as a courtesy. Both request were denied due to no credit union error. Ms. [redacted]’s account was charged off on 10/18.   On 10/23/17 Ms. [redacted] informed the Credit Union that she would be receiving a direct deposit to clear the negative balance on 10/27/17, at that time she asked if she could use the overdraft privilege again. She was informed that her account had been charged off on 10/18 and if reestablished the overdraft privilege service would not be reinstated for a minimum of 3 months. A practice that is followed for all charged off accounts.    On 10/25/17 Ms. [redacted] called in and spoke to [redacted]. She stated that after seeing her check stub she would be short about $570 for her rent. At this time the account hadn’t been reestablished and she was reminded that the overdraft privilege service would be suspended for 3 months. [redacted] advised her that he would review the account once the deposit came in.   Ms. [redacted] called in on 10/27/17, and her direct deposit was less than she expected. She was about $615 shy of covering her expenses. Ms. [redacted] asked that all her fees be refunded as a courtesy or that we allow her access to her overdraft privilege, [redacted] refunded $250 in fees out of courtesy to assist the member but denied her request for access to overdraft privilege.   During the account opening process, our members are given a disclosure which outlines the terms of our overdraft privilege program. In the disclosure it states “Overdraft Privilege may be discontinued if you default on any loan or other obligation to us, your account becomes subject to any legal or administrative order or levy, or if you fail to maintain your account in good standing by not bringing your account to a positive balance within thirty (30) days for  a minimum of one business day.” As well as “Overdraft Privilege is not a line of credit; it is a discretionary overdraft service that can be withdrawn at any time without prior notice.”  We are thankful Ms. [redacted] allowed the Credit Union the opportunity to resolve the situation.    Sincerely,   [redacted], Manager of Overdraft Services Texas Trust Credit Union

In response to Ms. [redacted]’s latest comment, we are doing the following:1. Because our lien has been released, we cannot secure a duplicate title without Ms. [redacted]’s original signature.2. We will Fed Ex her the form that needs to be signed, along with a return Fed Ex envelope. 3. Once we have received the form with her original signature, we will go to the regional DMV office and obtain the duplicate title.4. We will then Fed Ex the duplicate title to her.
[redacted], CFE  | SVP of Planning, Facilities & Document Mgmt      Texas Trust Credit Union[redacted].[redacted].[redacted] (direct)[redacted].[redacted].[redacted] (cell)[redacted].[redacted].[redacted] ext. [redacted] (toll-free)[redacted].[redacted].[redacted] (fax)[redacted] | [redacted], Tx  76063[redacted]u.org | [redacted]U.org

Upon a review of our records, it appears that Ms. [redacted] changed her mailing address prior to the payoff of her loan. Thus, the title should have been mailed to her current address. However, as I examine the format in which the address is printed by our mailing system, it is possible that some of...

the information was entered in the wrong sequence, thus the mailing label could possibly confuse the USPS. The information is correct, but the arrangement of the information could be confusing. I have left a voice mail with Ms. [redacted] for her to call me and confirm her mailing address. Once I have confirmed that it is correct in our system, I will mail her the paperwork that will need to be signed so that we can apply for a duplicate title from the State of Texas. If she agrees, we will have that title sent to us, so that we can confirm we have received it, and then we will FedEx it to her at the proper address. Please feel free to contact me should you need any more information.[redacted], CFE  | SVP of Planning, Facilities & Document Mgmt      Texas Trust Credit Union[redacted].[redacted].[redacted] (direct)[redacted].[redacted].[redacted] (cell)[redacted].[redacted].[redacted] ext. [redacted] (toll-free)[redacted].[redacted].[redacted] (fax)[redacted] | [redacted], Tx  76063[redacted]u.org | [redacted]U.org

Complaint: [redacted]
I am rejecting this response because:I received a statement just yesterday at my current address that the company is saying they cannot send my title to.  I don't understand how they can send me a statement at that address but can't seem to send the title to that same address.  They tried to charge me for no proof of insurance because they didn't send the statement to the right address after I had updated my address (which they didn't do).  I just want my title and to never have to deal with Texas Trust again.
Regards,
[redacted]

We have reviewed the complaint submitted by Ms. [redacted] to the Revdex.com and provide the following information in response.  On April 4th Ms. [redacted] checking account went negative due to a cash withdrawal at our Cedar Hill branch. Phone calls to clear the negative were...

placed on April 29th as well as May 5th  1 1 th, and the 1 7th . Messages were left at [redacted]-[redacted]-[redacted], however calls were not returned.Below is a summary of events that have taken place.   May 24th- Account balance of $-197.48 charged off.  August 25 th-Transunion dispute received.o Due Date: September 20th o Date Responded: September 15th> August 30th-Equalfax dispute received. "Consumer states that this account was not hers" o Due Date: September 22th o Date Responded: September 15th> September 14th —Member called in asked that Texas Trust delete charged off record. Brandon explained that record cannot be deleted, however can be updated as "Paid InFull" once balance is paid.  September 15th-Negative balance paid in full.TEXASTRUST  September 15 th-Experian dispute received.o Due Date: October 8th o Date Responded: September 19th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.You can disregard this case.  It has been taken care of.Thank you![redacted]