The Jay Group, Inc.

Baxter Credit Union does more damage to the customer than other financial institutionsThey locked out my online account and it was impossible to reinstate itThey also disabled my telephone access and what it is worst they went as far as reporting me to the *** before trying to solve thingsCredit Unions were created to guide, advice and help their membersHowever, the practices of Baxter Credit Union are questionable and unethical

Initial Business Response /* (1000, 5, 2014/02/28) */
Please see attached response
Final Consumer Response /* (3000, 7, 2014/03/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept this responseI have uploaded a .pdf file
with my rationale
Final Business Response /* (4000, 9, 2014/03/14) */
Please see attached response to rebuttal

Initial Business Response /* (1000, 8, 2014/07/16) */
Please see attached response

Tell us w

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. Thank you for keeping the business honestAppreciate your time, help and
efforts with this request
Sincerely,
Nilesh ***

Initial Business Response /* (1000, 5, 2014/03/27) */
Contact Name and Title: ** *** ComplMgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@bcu.org
March 20,
*** ***
Revdex.com
NWabash Ave., Ste***
Chicago, IL
Re: Response
to Complaint
*** ***
Reference No: XXXXXXXX
Dear Ms***
On March 18, 2014, BCU was in receipt of correspondence from your office regarding the complaint filed by our member, *** ***Please accept this as BCU's response to the complaint
On November 18, 2013, Mr***'s savings share became negative by $On November 29, 2013, BCU sent correspondence to the address on file for Mr***The correspondence indicated Mr***'s savings share was $negative and he would need to deposit at least $to bring the account currentThe correspondence also informed Mr*** that if he did not bring his savings share current further collection action would be taken
On December 2, 2013, Mr*** contacted BCU's Member Relations Department and was informed of his negative account status by a Member Relations RepresentativeThe Member Relations Representative transferred $from Mr***'s other savings share to the negative share per his requestFurthermore, Mr*** promised to deposit $to bring his account currentHowever, Mr*** did not bring his savings share currentTherefore, on December 18, 2013, Mr***'s savings share was charged off for $and was reported as charged off to the credit reporting agencies
On March 18, 2014, Mr*** made a deposit of $to his negative savings share and brought the account currentAround the same time, BCU received a credit reporting dispute filed by Mr*** regarding his charged off accountPlease note that BCU never "refused" his request, but the deadline to respond to the credit reporting dispute is April 10, Please also note that BCU receives on average of alleged credit bureau disputes per month, and only about percent of these actually require correction
In summary, we handled Mr***'s account within our rights pursuant to the Fair Credit Reporting Act when we charged off Mr***'s account and began reporting him as charged off to the credit reporting agenciesAs a courtesy to Mr***, we expedited his dispute and on March 19th we submitted a request to the credit reporting agencies to delete the charged off share from his credit historyMr*** should allow 5-business days for this request to be processed by the credit reporting agencies
If you have any further questions in regards to this matter, please feel free to contact me at XXX-XXX-XXXX
Sincerely,
*** ***
Lending Operations Manager

Initial Business Response /* (1000, 5, 2014/05/23) */
Please see attached response

Initial Business Response /* (1000, 5, 2014/08/20) */
Please see attached response
Initial Consumer Rebuttal /* (3000, 7, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am unsatisfed with this resolution and poor customer service
that I have been given with this credit unionI want my account refunded immediately since your guys kept trying to take money from my account and the paypal account was already paidI cant help it if it was a glitch in the systemI will be closing my account and just using my taking my business to Topline Credit Union if this is the way you treat your customers
Final Business Response /* (4000, 9, 2014/08/29) */
Please see attached response

Please see attached response.

Tell us w June 7, 2017  [redacted]Revdex.com330 N. Wabash Ave., Ste. 2006Chicago, IL 60611 Re:       Response to Complaint #[redacted]            [redacted]  Dear Ms....

[redacted]: BCU is in receipt of correspondence from your office regarding a complaint filed by [redacted].  Please accept this as BCU’s response to the complaint.   On April 18, 2017, [redacted] telephoned BCU to report a recurring fraudulent credit card transaction on her account from Dropbox for $9.99.  The Member Relations Representative emailed [redacted] a fraud affidavit to initiate further investigation of those charges and informed [redacted] that the reported fraudulent credit card ending in [redacted] would be blocked as lost/stolen, and a new credit card ending in [redacted] would be sent to her via expedited shipping for delivery on April 19, 2017. On May 9, 2017, [redacted] called to inform BCU that the same fraudulent charge from Dropbox, totaling $9.99, had posted to the new credit card ending in 4088. The Member Relations Representative reached out to the Card Services Department to investigate the fraudulent charge. Upon further research, it was determined that the $9.99 transaction had posted to the new credit card due to VISA Account Updater ([redacted]).  [redacted] occurs when a merchant is enrolled in automatic payment updates with VISA, allowing for a recurring transaction to automatically carry over to a customer’s new credit card in the event it is ever blocked, lost, or stolen.  [redacted] is relatively new VISA feature intended to assist consumers who have their credit cards compromised by eliminating the need to re-enroll their replacement cards with existing reoccurring transactions that they may have with their merchants.   Unfortunately, in [redacted]’s case, this recurring transaction was being reported as fraud.  After consulting [redacted], BCU’s credit card vendor, the Member Relations Representative informed [redacted] that she must speak directly with Dropbox to ensure the cessation of the transactions on her credit card and to prevent those transactions from being posted to her credit card in the future. We understand the frustration that caused [redacted] to file this complaint and acknowledge that she is not at fault.  On May 31, 2017, BCU contacted VISA and [redacted] to inquire more about the [redacted] process. As the processes involving [redacted] are still new to the credit union, BCU is currently working to establish procedures which will allow us to opt a member out of [redacted], upon request, or work directly with VISA to stop a merchant from automatically carrying over recurring transactions.  We thank [redacted] for her patience and appreciate her feedback as by investigating her complaint, we have learned more about the [redacted] process and will be able to use this information to improve our procedures in the future for other members who might experience similar issues with reoccurring payments.  We look forward to continue serving [redacted] in her financial matters at BCU.  If you or [redacted] has any questions with regard to this matter, please feel free to contact me at [redacted].  Sincerely,   [redacted]Consumer Loan Servicing Manager hy here...

Multiple incidents of shady access to my account at this bank. They close accounts, bounce checks and take overdraft fees with no communication and reverse the charges later.

I had an automatic withdrawal coming out of an account that I forgot to transfer over to my new checking at ANOTHER BANK for past customer service issues. My account went negative by $20 due to the Credit union taking out a $34 fee overdraft fee. I did not know the account was negative, and would have deposited the money.

Second transaction, deposited $1496 to the bank, and wrote a check for $1400 and they bounced the check out and cancelled my online access, so I have no access to the money. Was told I will now have to wait 7-10 business days for my money.

I was excited when my employer teamed up with BCU to offer accounts to us! However, I have been sorely displeased and plan on closing my account. I opened an account, it advertised wonderful services, I knew there would be a hold on my check when I deposited it, I used the app and did a mobile deposit, it said "please allow 2-5 business days for your funds to be available" the next day I get an email saying my deposit has been accepted, again nowhere on the email does it give an indication of how long my money will be held. So I go online and look at my deposit, it says "hold release date 1/20/17" so at this point that's 10 business days from when I deposited my check.. I call them, they can't do anything about it, that's when they advise me that the hold for new members is 10 business days, I scoured documents on their site for an hour trying to find where it said that... I only found it listed in the legal documentation once, okay fine, I'll just wait. Then I contact them and say what time will my funds be released on 1/20/16? They come back and say, you're funds are not scheduled to be released until 1/21/16, and they'll be available the following business day, so why does it show online a Hold release date of 1/20/16. I am frustrated and honestly closing my account after I withdraw my funds, I know it's a new account but 10 business days to hold a check and then actually longer than that because they don't release the funds until after that, seriously. My biggest complaint is the 10 day rule, their app, their advertising, it is extremely misleading and I don't do business that way. I need my bank to be transparent.

Using information provided by consumer all customer service calls
from ###-###-#### were pulled and reviewed by our Quality Assurance Department.
  Nothing inappropriate was said by any customer service...

agents engaged by
consumer.  The caller in the first call identified themselves as [redacted] and
second caller identified themselves as [redacted].   Copies of both phone calls
can be provided upon request. 
Prepaid shipping labels have been issued to consumer for return
shipment of both units and upon receipt a full refund will be processed.
 
Below outlines timeline of events.
 
07/11/2014  
 
6:12:24 AM PT - Consumer contacted customer service via phone at
6:12:24 AM ET and a consumer complaint ticket was created by agent taking
consumer call.  
 
6:46:42 AM PT - Consumer contacted customer service via email at
6:46:42 AM via email account [redacted].   Email contained
same language used in Revdex.com complaint.  
 
8:13:30 AM PT - Customer service reviewed email sent by consumer
at 6:46:42 AM ET.    No communication was processed back to
consumer.   It was determined that complaint had been handled during the
6:12:24 AM consumer call.
 
8:16:56 AM PT - Customer Service Lead issued a prepaid label
to consumer and reshipment of product was processed.
 
8:17:29 AM PT - Email confirmation of reshipment of product and
prepaid label sent to consumer at 8:17:29 AM.  Communication was sent via
email to consumer email account [redacted]   This email was
provided when original order was processed by consumer and doesn't match email
address used by consumer when original email complaint was received at 6:46:42
AM on 07/11/2014.
 
 
 
 
 
07/15/2014
 
 
11:56:12 AM PT - First replacement unit shipped to consumer
 
 
07/18/2014
 
10:14:37 AM PT - Consumer contacted customer service via phone at
10:14:37 AM ET after receipt of replacement unit.   Consumer confirmed
second unit was damaged and that both units would be returned with prepaid
shipping label for full create.
 
 
07/19/2014
 
6:55:19 AM PT - Consumer contacted customer service via email from
account [redacted], which was different than previous two email
accounts on record.   Consumer provided same information as provided during
07/18/2014 call.
6:59:14 AM PT - Consumer contacted customer service via email with
duplicate email complaint from another email address.   Message was the same as that in the 6:55:19 AM ET
email, but this email came from [redacted]
5:30:19 PM PT - Customer service responded to second email with
confirmation that second prepaid label was issued and sent to
[redacted]
 
 
 
Remaining inventory in warehouse has been pulled and confirmed all units contain blades. 
Outbound calls are being attempted to reach consumer, so prepaid shipping label can be confirmed received by consumer due to four different email addresses being provided.

Review: This is the third time I"ve filled out info on Revdex.com site regarding this ongoing issue with incorrect items sent back on Dec. 12,2013 after waiting since OCt. 22,2013 from the Delivery Agent for[redacted]. I have NO way to contact these people, and can NOT get any satisfaction so far from them, you, the Revdex.com or from th People Claim Admin. site.My husband needs these glasses for his eyes, and I need to get this resolved ASAP - whish does NOT mean Feb or Marh, 2014 ! You shouldbe able to read my previous complaint. If not, I will repeat below what's been going on. ~ Ordered HDV_NIGHT_R3_[redacted] wrap around glasses with YELLOW lenses as advertised on their site Oct. 22,2013 ~ Dec 12,2013 received WRONG glasses with packing list only - no invoice ~ I e-mailed [redacted] to report error on Dec 13,18,& 27,2013 to get automated e-mail they're "working on it" Jan 3,5, & 7, 2014 contqcted Revdex.com with now results either....Desired Settlement: SEND THE CORRECT GLASSES IMMEDIATELY WITH NO SHIPPING CHARGES AND WE WILL SEND BACK THE INCORRECT GLASSES AT YOUR EXPENSE.

Business

Response:

We will issue a full credit to the customer for this purchase. Customer should be aware that this may take 1-2 billing cycles to have credit appear on their credit card statement.

Client Svs Mgr

The Jay Group

Review: [redacted] advertises 2 for 1 when your order a product but when you order on line this is not the case. When I called them they said they are not the same company this advertises on TV. To me this is misleading and false advertising. I'm sure I'm not the first to complain, at least I hope not.Thank you.Desired Settlement: Send the advertised 2 for 1.

Review: To your customer reps that receive this complaint I need it reported for the record that your advertisement said that your Ronco Veg-O-Matic Slices, Dices and Wedges. The defective and damaged Veg-O-Matic I received in the mail did not come with blades to slice at all! Your customer phone reps stated that there is a crazed jealous [redacted] somehow is switching goods and services for defective goods and services. The Police and other law enforcement officials are now being made aware of that psycho is at large and on the loose! One thing I am still complaining about is constantly having to call and registering complaints because of the orders not being correct the first time they are received! A reminder that my Veg-O-Matic is defective! Make sure the replacement is correct and has all of the peripherals especially the slicing blades! The Order #[redacted] Item: #[redacted] Web ID: #[redacted] Date: 07/06/2014 I can be contacted at ###-###-#### and [redacted].Signed,[redacted] Sent from [redacted]! Mail for [redacted]Desired Settlement: To your customer reps that receive this complaint I need it reported for the record that your advertisement said that your Ronco Veg-O-Matic Slices, Dices and Wedges. The defective and damaged Veg-O-Matic I received in the mail did not come with blades to slice at all! Your customer phone reps stated that there is a crazed jealous [redacted] somehow is switching goods and services for defective goods and services. The Police and other law enforcement officials are now being made aware of that psycho is at large and on the loose! One thing I am still complaining about is constantly having to call and registering complaints because of the orders not being correct the first time they are received! A reminder that my Veg-O-Matic is defective! Make sure the replacement is correct and has all of the peripherals especially the slicing blades! The Order #[redacted] Item: #[redacted]

Business

Response:

Using information provided by consumer all customer service calls

from ###-###-#### were pulled and reviewed by our Quality Assurance Department.

Nothing inappropriate was said by any customer service agents engaged by

consumer. The caller in the first call identified themselves as [redacted] and

second caller identified themselves as [redacted]. Copies of both phone calls

can be provided upon request.

Prepaid shipping labels have been issued to consumer for return

shipment of both units and upon receipt a full refund will be processed.

Below outlines timeline of events.

07/11/2014

6:12:24 AM PT - Consumer contacted customer service via phone at

6:12:24 AM ET and a consumer complaint ticket was created by agent taking

consumer call.

6:46:42 AM PT - Consumer contacted customer service via email at

6:46:42 AM via email account [redacted]. Email contained

same language used in Revdex.com complaint.

8:13:30 AM PT - Customer service reviewed email sent by consumer

at 6:46:42 AM ET. No communication was processed back to

consumer. It was determined that complaint had been handled during the

6:12:24 AM consumer call.

8:16:56 AM PT - Customer Service Lead issued a prepaid label

to consumer and reshipment of product was processed.

8:17:29 AM PT - Email confirmation of reshipment of product and

prepaid label sent to consumer at 8:17:29 AM. Communication was sent via

email to consumer email account [redacted] This email was

provided when original order was processed by consumer and doesn't match email

address used by consumer when original email complaint was received at 6:46:42

AM on 07/11/2014.

07/15/2014 11:56:12 AM PT - First replacement unit shipped to consumer 07/18/2014

10:14:37 AM PT - Consumer contacted customer service via phone at

10:14:37 AM ET after receipt of replacement unit. Consumer confirmed

second unit was damaged and that both units would be returned with prepaid

shipping label for full create.

07/19/2014

6:55:19 AM PT - Consumer contacted customer service via email from

account [redacted], which was different than previous two email

accounts on record. Consumer provided same information as provided during

07/18/2014 call.6:59:14 AM PT - Consumer contacted customer service via email with

duplicate email complaint from another email address. Message was the same as that in the 6:55:19 AM ET

email, but this email came from [redacted]5:30:19 PM PT - Customer service responded to second email with

confirmation that second prepaid label was issued and sent to

Remaining inventory in warehouse has been pulled and confirmed all units contain blades. Outbound calls are being attempted to reach consumer, so prepaid shipping label can be confirmed received by consumer due to four different email addresses being provided.

Review: My first order was placed online on or about October 3rd. I paid an additional $15 for second day delivery. I did not receive a confirmation email, so on the very next day, I contacted the Learning Store and spoke to [redacted]. [redacted] looked into my order and was told there was nothing in the que. As a result, I placed a second order with her over the phone. I then paid $25 for next day delivery. I asked her to verify that I would in fact have it the next day, as well as to ensure that the original order was not being processed. [redacted] assured me I did not have two orders, hoever, she needed to inquire with a supervisor as to 'next day delivery'. I did not receive next day delivery. I did however receive TWO separate orders. On October 19th, I placed a call into the Customer Service department, requesting a shipping label be emailed as I should not have had to pay for 2 orders, and shoul dnot have to pay the return shipping for their error. I spoke with a gentleman who explained that I would need to wait until the following Monday for his supervisor to contact me. I finally received a call back on November 12th from [redacted]. [redacted] informed me that the company had been doing research and it 'appears that the error is because you placed the order via mail." I explained the situation AGAIN. To date, I still have not heard back and I have not had my phone calls returned.Desired Settlement: I would Learning Store to email me a shipping label so that I can return items at their expense. In addition, I would like my credit card to be refunded for the items that I will be returning. The credit must be within a reasonable time frame.

Business

Response:

Ref: Client [redacted], The Learning Store (http://www.learningstore.org)

Customer: [redacted] Cust# [redacted]

Order# [redacted], [redacted]

The first order (order #[redacted]) was placed online at 17:44 on 10/1/13 requesting 2 day delivery. These orders are collected by the client ([redacted]) and emailed to The Jay Group for processing. Because of this time lag, the order would not have appeared in our system immediately. We did not receive this order from the client until 10/3/13.

It appears that in the meanwhile the customer called our customer service center and since we could not confirm her initial order, requested a 2nd order be placed. The 2nd order (order # [redacted]) was placed on 10/3/13.

Both orders shipped and were received by the customer. In view of this situation, the client [redacted]/The Learning Store will offer a full refund of the unwanted order to the customer.

The customer should allow one billing cycle for the credit to be processed. If any further issues, the customer may contact [redacted]

Sincerely

Client Services Mgr

The Jay Group

11/22/13

Review: The Jay Group operates the online vendor The [redacted] Store. I purchased a print; it was received damaged and I returned it using the procedure and paperwork provided with the shipment. Delivery was confirmed on October 16, 2013. I original requested a replacement, but after multiple calls and two months I requested a refund of the $25.94 charge. I have a detailed contact log--in summary I have had 23 phone contacts and 4 emails. They readily admit I am owed a refund and apologize profusely but have been unable to process a credit to my card or mail me a check. The ticket number for my complaint in their system is '[redacted]' [redacted]. After contacting The Jay Group on March 20 through a 'contact us' form on their site I promptly received a voice mail from a [redacted] ###-###-####. She promised that she would spend 'most of the day' investigating why I have not received my refund. Subsequently she did not return voice mails I left on 3/27 and 4/4. After finally contacting her on 4/14 she indicated I should wait another week for a credit and if that didn't work they'd have to mail a check. I demanded that she immediately mail a check and she agreed to do that. I HAVE BEEN WAITING OVER 5 MONTHS FOR A REFUND THAT THE JAY GROUP AGREES IS OWED TO ME.Desired Settlement: In a perfect world I'd like a check with personalized artwork from cartoonist [redacted], whose work I tried to purchase. His strip, [redacted], is fittingly about a horrendously dysfunctional business. The character [redacted] is the most incompetent and lazy of the bunch. I'd like my artwork to portray The Jay Group's employees I have talked to--[redacted], [redacted], [redacted], [redacted], [redacted], [redacted], [redacted], and [redacted]. They should all look like [redacted].

Review: I HAVE THE EMAIL ON WHAT I SENT AWAY FOR WHICH I PAID $17.52 FOR THIS PRODUCTHERE IS A COPY OF THE CONFIRMATIONGray Away - Best Selling Root ConcealerItem No. [redacted]_MAvailability: In StockIf in stock, usually ships within 1-2 Business Days1 $9.95 $9.95Merchandise $9.95Shipping Costs $6.95NOW AS OF FRI MY MOM GOT THIS PRODUCT AND MY MOM WANTED MEDIUM BROWN SO AS OF SAT MY MOM USED THIS AND IT WASN'T MEDIUM BROWN INSTEAD IT WAS LIGHT BROWN INSTEAD.AS SEEN ON TV CMS ORDER#[redacted] PA [redacted]Desired Settlement: NOW I HAVE EMAILED THESE PEOPLE A NUMBER OF TIMES AND THEY WILL NOT RESPOND TO ME SO I WANT THEM TO PAY ME BACK THE $17.52 THAT THEY TOOK OUT OF MY CREDIT CARD.

Review: see Attached document

[redacted]Desired Settlement: see Attached document

Business

Response:

Customer complained that he received 2 orders and only wished to receive one. Returned 2nd order for credit.

It should be noted that our client, [redacted], uses another vendor for call center order processing. These orders were placed by this other vendor and transmitted to our company for shipping of the orders.

I am attaching our system records to show that 2 orders were shipped. However, one of these was refunded (see order #[redacted]). Customer's credit card was refunded on 3/5/13 in the amount of $99.75. Customer will be contacted to confirm that he has received his refund.

If any further detail is required, please contact me via email at [redacted], or by phone at [redacted].

Sincerely,

Client Services Mgr.

The Jay Group

3.26.13