The Barber

Quorum response:

The dormancy policy is a standard Credit Union policy and was in place when the member opened her account in Information related to account inactivity is provided to our members at account opening and is available to members on our website at [redacted] in the Truth-in-Savings disclosure Fees associated with account dormancy are also disclosed as part of our Fee Schedule, also available online at [redacted] [redacted] was provided with two dormancy notices during the life of the membershipThe first Inactivity Notice was generated and mailed to [redacted] on July 2, 2014, which she signed and returned to QuorumAs a result, her account was unrestricted and removed from dormancy Since there continued to be no member-initiated activity for the subsequent months, a second Inactivity Notice was generated on August **, 2015, which was returned to Quorum by the Post Office on September ***, As stated in [redacted] ’s complaint, she had provided the Post Office with a forwarding address, however, to ensure security and privacy of information, it is the policy of the Credit Union not to send statements or account-sensitive data to a forwarding addressAt the time the Inactivity Notice was returned as undeliverable, a bad address postcard requesting member contact was mailed to the forwarding address [redacted] has not responded to the contact requestPlease note the bad address postcard has not been delivered back to the Credit Union Both dormancy and invalid address fees, which started to be assessed on September **, 2015, are disclosed on the quarterly statements, which were available to [redacted] via our online banking platformThe membership was closed due to dormancyTo accommodate a refund, we can re-open the membership once a signed inactivity response form is received The dormancy policy is a standard Credit Union policy and was in place when the member opened her account in Information related to account inactivity is provided to our members at account opening and is available to members on our website at [redacted] in the Truth-in-Savings disclosureFees associated with account dormancy are also disclosed as part of our Fee Schedule, also available online at [redacted] [redacted] was provided with two dormancy notices during the life of the membershipThe first Inactivity Notice was generated and mailed to [redacted] on July *, 2014, which she signed and returned to QuorumAs a result, her account was unrestricted and removed from dormancy Since there continued to be no member-initiated activity for the subsequent months, a second Inactivity Notice was generated on August **, 2015, which was returned to Quorum by the Post Office on September ***, As stated in [redacted] ’s complaint, she had provided the Post Office with a forwarding address, however, to ensure security and privacy of information, it is the policy of the Credit Union not to send statements or account-sensitive data to a forwarding addressAt the time the Inactivity Notice was returned as undeliverable, a bad address postcard requesting member contact was mailed to the forwarding address [redacted] has not responded to the contact requestPlease note the bad address postcard has not been delivered back to the Credit Union Both dormancy and invalid address fees, which started to be assessed on September **, 2015, are disclosed on the quarterly statements, which were available to [redacted] via our online banking platform The membership was closed due to dormancyTo accommodate a refund, we can re-open the membership once a signed inactivity response form is received

Quorum response: 1215:We have verified that this balance transfer was not authorized by the cardholder and have taken the following steps to resolve the matter:Corrected the transaction on member’s cardRefunded all interest and late fees Cleared delinquency and updated credit reporting Sent a note to collections to ensure calls are stopped immediately [redacted] was contacted on [redacted] to let her know the steps that have been taken to resolve the matter; card was closed upon her request

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 and the matter has been resolved. Sincerely, [redacted] ***

The business has responded. Please see below: [redacted] contacted Quorum Federal Credit Union on 515 and spoke with Quorum Member Service Representative, [redacted] ***. [redacted] explained to [redacted] that she was having issues with Quorum’s online banking website. [redacted] ***... properly validated [redacted] at that time, according to Quorum policy. Once [redacted] ’s issues were resolved, [redacted] mentioned that husband was having the same issue on his account. She reached out to him via a 3 way call. Once [redacted] was able to be reached, [redacted] dropped off the call. [redacted] then attempted to validate [redacted] , who was not able to provide his over the phone password (Quorum Federal Credit Union’s primary validation technique). As such, [redacted] proceeded to revert to secondary validation techniques (e.g. secondary pieces of information that would validate the member’s identity such as last 4 digits of card number or year of membership). [redacted] was not able to provide correct answers, became frustrated and hung up on [redacted] ***. Per review of the recorded call, it is Quorum’s opinion that the representative appropriately followed all appropriate policies to validate members prior to initiating any transactions or performing services on member accounts. These policies and procedures are designed to appropriately safeguard our members’ accounts and protect our members’ account information. In addition, [redacted] ***, Quorum’s Member Services Representative, acted with courtesy and in a professional demeanor during the entire conversation. At no point in time did [redacted] accuse or insinuate that [redacted] was attempting to commit fraud.

Quorum response: Our research shows that *** ***’s *** *** credit card was issued in August of 2013, paid current through August of 2014, and subsequently charged off in November of for nonpaymentOur records show that the last credit bureau reporting was correctly
posted during this November timeframe, and coded as “Unpaid balance reported as a loss” due to the charged-off status of the account. Today, August **, 2017, we are sending *** *** copies of all relevant account documents via *** next day service to her address of record with the Revdex.com. These are being sent under separate cover to alleviate any privacy concerns

In reviewing the additional documentation provided by [redacted] in her rebuttal to Quorum’s initial response, it is apparent that [redacted]’s dispute letters dated 10/**/2016, 12/*/2016 and 1/*/2016 were all addressed to Quorum FCU at [redacted]. Quorum moved from this address in December 2013. In addition, Quorum has never had an employee by the name of [redacted] who appears to have signed all of the certified receipts. This could explain why Quorum has no record of having received any of these dispute letters.  As it relates to [redacted]’s continued request that Quorum remove/delete negative information from the credit bureaus, as was stated in our original response, our research shows that [redacted]’s [redacted] credit card was issued in August of 2013, paid current through August of 2014, and subsequently charged off in November of 2014 for non-payment. Our records show that the last credit bureau reporting was correctly posted as of this November 2014 timeframe coded as “Unpaid balance reported as a loss” due to the charged-off status of the account.   In addition, as noted in Quorum’s initial response, [redacted] was provided with copies of all relevant account documents verifying the above information. These were delivered to her residence and signed for on Monday, August **, 2017.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Quorum did not leave any text, words, or resolve in the latest communication to me.  It was BLANK!  Again, this has been ignored.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 and the matter has been resolved.
Sincerely,
[redacted]

The dormancy policy is a standard Credit Union policy and was in place when the member opened her account in 2012. Information related to account inactivity is provided to our members at account opening and is available to members on our website at [redacted] in the Truth-in-Savings disclosure....

Fees associated with account dormancy are also disclosed as part of our Fee Schedule, also available online at [redacted]   [redacted] was provided with two dormancy notices during the life of the membership. The first Inactivity Notice was generated and mailed to [redacted] on July 2, 2014, which she signed and returned to Quorum. As a result, her account was unrestricted and removed from dormancy.   Since there continued to be no member-initiated activity for the subsequent 12 months, a second Inactivity Notice was generated on August **, 2015, which was returned to Quorum by the Post Office on September [redacted], 2015.  As stated in [redacted]’s complaint, she had provided the Post Office with a forwarding address, however, to ensure security and privacy of information, it is the policy of the Credit Union not to send statements or account-sensitive data to a forwarding address. At the time the Inactivity Notice was returned as undeliverable, a bad address postcard requesting member contact was mailed to the forwarding address. [redacted] has not responded to the contact request. Please note the bad address postcard has not been delivered back to the Credit Union.   Both dormancy and invalid address fees, which started to be assessed on September **, 2015, are disclosed on the quarterly statements, which were available to [redacted] via our online banking platform. The membership was closed due to dormancy. To accommodate a refund, we can re-open the membership once a signed inactivity response form is received.
The dormancy policy is a standard Credit Union policy and
was in place when the member opened her account in 2012. Information related to
account inactivity is provided to our members at account opening and is
available to members on our website at [redacted] in the Truth-in-Savings
disclosure. Fees associated with account dormancy are also disclosed as part of
our Fee Schedule, also available online at [redacted]  
[redacted] was provided with two dormancy notices during
the life of the membership. The first Inactivity Notice was generated and
mailed to [redacted] on July *, 2014, which she signed and returned to
Quorum. As a result, her account was unrestricted and removed from
dormancy.  
Since there continued to be no member-initiated activity for
the subsequent 12 months, a second Inactivity Notice was generated on August
**, 2015, which was returned to Quorum by the Post Office on September [redacted],
2015. 
As stated in [redacted]’s complaint, she had provided the
Post Office with a forwarding address, however, to ensure security and privacy
of information, it is the policy of the Credit Union not to send statements or
account-sensitive data to a forwarding address. At the time the Inactivity
Notice was returned as undeliverable, a bad address postcard requesting member
contact was mailed to the forwarding address. [redacted] has not responded to
the contact request. Please note the bad address postcard has not been
delivered back to the Credit Union.  
Both dormancy and invalid address fees, which started to be
assessed on September **, 2015, are disclosed on the quarterly statements,
which were available to [redacted] via our online banking platform.
The membership was closed due to dormancy. To accommodate a refund,
we can re-open the membership once a signed inactivity response form is
received.

We have reviewed [redacted]’s transaction history relative to her complaint and have found the following: [redacted]’s original loan was paid out on 01/**/2017 for $7,327.60, as opposed to the $7,000.00 noted in her complaint. This $327.60 difference plays a key role in calculating the current payoff...

figure that is being questioned. [redacted] received a refund from the service provider for $4,226.27, resulting in a balance of $3,101.33 on her loan ($7,327.60 - $4,226.27 = $3,101.33) as opposed to the resulting balance after refund of $2,786.41 noted in her complaint. [redacted] states that her loan is a “same as cash if the loan was paid prior to January **, 2018;” however, the Same-As-Cash option was not elected in the original loan application. Her loan is a simple interest loan that accrues interest on a daily basis. We concur with [redacted] that she made a total of $1,900 in total payments to the loan; however, this does not take into account the accrued interest charges or payment late fees when calculating a payoff amount. As of [redacted]’s last loan payment made on August [redacted], the principal balance left on the loan was $1,493.96. On August [redacted], [redacted] spoke with a Medical Loan Analyst who walked her through the transaction history on the loan and—hearing her concerns about not having received billing notices in a timely manner and the related late fees charged—credited $70 in fees back to her loan, bringing the principal balance due to $1,423.96.  As a follow up, on 8/*/17, the analyst emailed [redacted] itemized payoff amounts for both 8/*/17 ($1,461.39) and 8/**/17 ($1,464.90), the difference being nine (9) days’ worth of accrued interest. On 8/**/17, we received a check from [redacted] for $873.73, the amount that she believes she owes in order to pay off the remaining balance. As outlined above, this amount is incorrect and is in excess of $550.00 short of what is actually owed to satisfy the loan. Therefore, we have returned this check to [redacted] on 8/**/17.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
Quorum was sent 6 letters via [redacted] Certified Mail to handle this dispute previously for duplicated accounts.  Letters dated 10/**/2016 were signed for by "[redacted]" on 10/**/2016, letters dated 12/*/2016 were signed for by "[redacted]" on 12/*/2016, letters dated 1/*/2017 were signed for by "[redacted]" on 1/**/2017 - see attachments.  As you have now violated federal law, by NOT MARKING MY ACCOUNT DISPUTED and not investigating within the REQUIRED TIMEFRAME, and I have evidence of such, via certified mail receipts and credit reports, you must now remove the THREE (3) incorrectly reported separate Quorum account items from my credit report IMMEDIATELY.I am maintaining a careful record of my communications with you should you continue in your non-compliance of federal laws under the Fair Debt Collection Practices Act, the Fair Credit Reporting Act, and the corresponding local state laws. I further remind you that you may be liable for your willful non-compliance as per FDCPA § 807. False or misleading representations [15 USC 1962e] and as per FCRA 623(a)(3) – Responsibilities of furnishers of information to consumer reporting agencies [15 U.S.C. 1681s-2] (3) Duty to provide notice of dispute. If the completeness or accuracy of any information furnished by any person to any consumer reporting agency is disputed to such person by a consumer, the person may not furnish the information to any consumer reporting agency without notice that such information is disputed by the consumer.(B) Time of Notice(I) The notice required under subparagraph (A) shall be provided to the customer prior to, or no later than 30 days after, furnishing the negative information to a consumer reporting agency described in section 603(p).Any other action (or in-action) on your behalf will result in a small claims action against your company where I will be seeking damages as previously stated in the letters. Again, if you wish to resolve this matter, this will be your last opportunity to do so. The 3 separate account items must be DELETED from my credit files with the major credit reporting bureaus (Equifax, Transunion, and Experian) IMMEDIATELY and Quorum MUST forward a Letter to me via email stating they have been removed and will not reappear on my credit reports again by you or another collection agency.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Quorum response: 12/**/15:We have verified that this balance transfer was not authorized by the cardholder and have taken the following steps to resolve the matter:Corrected the transaction on member’s cardRefunded all interest and late fees Cleared delinquency and updated credit reporting Sent a...

note to collections to ensure calls are stopped immediately  [redacted] was contacted on [redacted] to let her know the steps that have been taken to resolve the matter; card was closed upon her request.

The business has responded.  Please see below:[redacted] contacted Quorum Federal Credit Union on 5/**/15 and spoke with Quorum Member Service Representative, [redacted]. [redacted] explained to [redacted] that she was having issues with Quorum’s online banking website. [redacted]...

properly validated [redacted] at that time, according to Quorum policy. Once [redacted]’s issues were resolved, [redacted] mentioned that husband was having the same issue on his account. She reached out to him via a 3 way call. Once [redacted] was able to be reached, [redacted] dropped off the call. [redacted] then attempted to validate [redacted], who was not able to provide his over the phone password (Quorum Federal Credit Union’s primary validation technique). As such, [redacted] proceeded to revert to secondary validation techniques (e.g. secondary pieces of information that would validate the member’s identity such as last 4 digits of card number or year of membership). [redacted] was not able to provide correct answers, became frustrated and hung up on [redacted]. Per review of the recorded call, it is Quorum’s opinion that the representative appropriately followed all appropriate policies to validate members prior to initiating any transactions or performing services on member accounts. These policies and procedures are designed to appropriately safeguard our members’ accounts and protect our members’ account information. In addition, [redacted], Quorum’s Member Services Representative, acted with courtesy and in a professional demeanor during the entire conversation. At no point in time did [redacted] accuse or insinuate that [redacted] was attempting to commit fraud.

Quorum response: 11/*/15:
Member was contacted and
informed that the billing notice was incorrect. The interest was credited to
the member’s loan account to bring the balance to $0, the loan has been closed,
and a paid-in-full letter has been sent. Membership was also closed per
member’s...

request on 11/*/15.