The Jay Group

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 accountI 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-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 heldSo I go online and look at my deposit, it says "hold release date 1/20/17" so at this point that's business days from when I deposited my checkI call them, they can't do anything about it, that's when they advise me that the hold for new members is business days, I scoured documents on their site for an hour trying to find where it said thati only found it listed in the legal documentation once, okay fine, I'll just waitThen 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/I am frustrated and honestly closing my account after I withdraw my funds, I know it's a new account but business days to hold a check and then actually longer than that because they don't release the funds until after that, seriouslyMy biggest complaint is the day rule, their app, their advertising, it is extremely misleading and I don't do business that wayI 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 *** 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/ 6:12:AM PT - Consumer contacted customer service via phone at 6:12:AM ET and a consumer complaint ticket was created by agent taking consumer call 6:46:AM PT - Consumer contacted customer service via email at 6:46:AM via email account [redacted] Email contained same language used in Revdex.com complaint 8:13:AM PT - Customer service reviewed email sent by consumer at 6:46:AM ET No communication was processed back to consumer It was determined that complaint had been handled during the 6:12:AM consumer call 8:16:AM PT - Customer Service Lead issued a prepaid label to consumer and reshipment of product was processed 8:17:AM PT - Email confirmation of reshipment of product and prepaid label sent to consumer at 8:17: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: AM on 07/11/ 07/15/ 11:56:AM PT - First replacement unit shipped to consumer 07/18/ 10:14:AM PT - Consumer contacted customer service via phone at 10:14: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/ 6:55: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/call6:59: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:AM ET email, but this email came from [redacted] 5:30: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

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