Tinker Federal Credit Union

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.
Sincerely,
[redacted]

Thank you for providing an opportunity to respond.  We reviewed the below claim and there was no wrong-doing on TFCU’s part.  We received a cancellation notice from State Farm on 3/29/2016.  Collateral Protection Insurance (CPI) was placed on the vehicle from 4/1/2016 to 7/18/2016...

until we received notice of coverage from Traveller’s insurance.  The cost of CPI has already been realized by TFCU therefore, we have no ability to waive the charged amount without passing the expense on to our other members.  Originally Ms. [redacted] said she was unaware of the requirement and admitted to letting the coverage drop.  We then reminded her that she signed an agreement to provide full coverage insurance at the time of purchase.  Further, per conversations with our Adjustments team, our member admitted she did not open the notices from TFCU nor Allied notifying her of the issue.   We do not believe it is a reasonable expectation to meet the below request and will take no action accordingly. [redacted]Vice President, LendingTinker Federal Credit Union

Mr. [redacted], I can assure you we are not in breach of FDIC guidelines as they are not a regulatory agency we answer to.  We are well versed in Visa’s chargeback procedures and network guidelines.  As [redacted] has already explained to you, we do not have any legal right based on the network...

rules to force HotelTonight.com to refund your $213.  Your complaint was properly assessed and researched but it does not meet the “Quality of Service” guidelines.  Further, we cannot pass along a $213 loss to our members when this is a disagreement between you and the vendor.  If you want to continue to hold TFCU liable for the USB issue at the hotel, any further communications will be between your legal counsel and ours.  We will not entertain any more communications and threats over the matter. [redacted] Vice President, Lending

The vehicle securing this individual’s loan with TFCU was repossessed in May, 2010. After the sale of the vehicle there was a deficiency balance. TFCU provided all notices required by law. TFCU acknowledges that the member disputed the debt with the credit reporting agencies and each time TFCU...

validated the debt.  The member acknowledged the debt with TFCU. In January 2016, the member contacted TFCU inquiring whether anything could be paid to have this matter removed from the credit report.  The member was advised that the options were to pay the account in full or offer a different amount for consideration. The member was going to think about the options and advise TFCU. TFCU did not hear back from the member.  In March 2016, the member filed another dispute of the information. TFCU will again validate the debt as required by law.

Thank you for allowing TFCU to respond to this complaint.  Upon our member’s death, the funds were disbursed amongst the qualified siblings on June 9th.  TFCU mailed the checks based on the information received by [redacted] (the sister) and [redacted] (the sibling in...

question).  Upon sending out the checks, we were notified by both Ms. [redacted] and Mr. [redacted] that they in fact gave us the wrong address for Mr. [redacted].  We have maintained a copy of the actual email sent to TFCU for the disbursement of funds.   Four of the five siblings received their check without incident.      Mr. [redacted] was given options to satisfy his request but he chose not to accept them.  Instead, Mr. [redacted] chose to be verbally abusive on multiple occasions to the staff members as they attempted to resolve his concerns.    To ensure Mr. [redacted] does not have further contact with TFCU staff members, I have made an exception to normal official check policies and reissued the check with the corrected address given to us by Ms. [redacted].  The check will be sent out today.  Should Mr. [redacted] have further questions or concerns, he is to contact me directly with the number provided below.   Thank you again for allowing TFCU to respond to this inquiry.    Sincerely,    [redacted] Tinker Federal Credit Union [redacted]e

Initial Business Response /* (1000, 6, 2016/01/19) */
Response to XXXXXXXX
Tinker Federal Credit Union's ("TFCU") Legal Department has reviewed all submitted documentation regarding the Trust. The successor Trustees have both been advised that TFCU cannot retain trust accounts wherein the...

co-trustees cannot act independently of one another.
We have offered to speak with any attorney of their choosing, in an attempt to resolve this matter, however, to date, no attorney has contacted TFCU on their behalf. Because the co-trustees cannot act independently of each other, TFCU has requested this account be closed and access restricted until the account is closed. Should something change, or new documentation is produced, TFCU will be happy to review the documents for reconsideration.
Initial Consumer Rebuttal /* (3000, 9, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have taken the entire Trust documents to Tinker Federal Credit Union and also emailed them the portion of the Trust which states "Any successor Trustee, whether corporate or individual shall have all of the rights, powers and privileges, and be subject to all of obligations and duties, both discretionary and ministerial, as given to the original Trustees." When I took the Trust document to Tinker Federal Credit Union [redacted] informed me that there was a memo in the Trust account that said nobody could look at the Trust documents. I do not understand why
Tinker Federal Credit Unions has refused to look at the legal documents that allow Successor Trustees to act alone and then say the reason why the Trust account is restricted is that "TFCU cannot retain trust accounts wherein the co-trustees cannot act independently of one another".
I still do not have a letter from Tinker Federal Credit Union that states the account was closed by them with no notice and no legal reason has been given. I still have two outstanding debits and one outstanding check that I do not know if any of them have cleared the Trust account. Without a letter from Tinker Federal Credit Union, I will have to pay additional fees for returned items. The check was to the cemetery where my father is buried and they have since cashed the check I provided them should the Tinker Federal Credit Union check not be credited to their account. Even though the cemetery deposited the Tinker Federal Credit Union check has not been it been returned to them.
This is not an account that requires two trustees to sign; this is an account that allows Successor Trustees to sign separately, exactly as the original Trustees. Tinker Federal Credit Union is refusing to look at the trust documents, or apparently read the email attachments. It is sad that that rather than admit that they are wrong, they simple refuse to look at the legal documents that would solve this problem. I was a Trustee the day this account was open and am on the original signature card, I'm still a Trustee today. Thank you for your efforts to aid in this issue.
Final Business Response /* (4000, 13, 2016/02/02) */
As the consumer indicated in the January 25, 2016 reply, the consumer was a co-trustee. Upon the death of the grantor, based on the paperwork provided, the consumer became a successor co-trustee with another individual. The language in the paperwork does not state that the successor co-trustees may act separately. Generally, TFCU does not maintain trust accounts that require 2 parties to act together. We have encouraged the consumer to seek legal counsel of their own choosing if there is a belief that the documentation provided by the deceased grantor is incorrect. To date, TFCU is unaware that the consumer has sought out legal advice to assist with the concerns and legal explanation.
Additionally, TFCU has been in touch with the second successor co-trustee and that person is aware of the situation. As of the date of this reply, TFCU is in the process of closing this account and sending the funds via certified mail, payable to both successor co-trustees.
Final Consumer Response /* (4200, 15, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On January 1, 2016, Tinker Federal Credit Union employee [redacted] was emailed a copy of the page in the Trust that states, "Any successor Trustee, whether corporate or individual shall have all of the rights, powers and privileges, and be subject to all of obligations and duties, both discretionary and ministerial, as given to the original Trustees". As she contoured to restrict the account and I was not sure what part of powers of original Trustees she did not understand, I emailed [redacted] that I would bring the Trust to Tinker Federal Credit Union. This was to clarify what the rights, powers and privileges the original Trustees had, which upon the removal/death of the original Trustees, passed to the successor Trustees. When I arrived at Tinker Federal Credit Union [redacted] informed me that there was a memo in the Trust account that said nobody could look at the Trust documents. The same day I was contacted by the Railroad Retirement Board and told that to pay out my father's benefits, they required a Memorandum of Trust signed by the current Co-Trustees and dated within the last 12 months. As I had to obtain a new Memorandum of Trust, for the Railroad Retirement Board, I asked that the situation with Tinker Federal Credit Union be address as well. Especially since their response of January 19 indicated that they "TFCU will be happy to review the documents for reconsideration". With the new Memorandum of Trust in hand, I returned to Tinker Federal Credit Union, but they refused the Memorandum because according to Tinker Federal Union employee [redacted] "The Trust is irrevocable and the "legal department" said it was invalid. The Railroad Retirement Board did accept the Memorandum of Trust. Then I received a letter from [redacted] that says Tinker Federal Credit Union has closed the account and sent a check to my sister. This all started because I tried to add my sister, as co-trustee to the account, but Tinker Federal Credit Union refused to add her and now they are mailing her a check? I just got off the phone with my sister, but she has not received any mail from Tinker Federal Credit Union. I also received a letter today from [redacted] in regards to a complaint filed with the NCUA about Tinker Federal Credit Union refusing to look at the Trust. He states that "we are unable to identify language within the documents provided confirming you may act independently of one another". I just curious how Mr. Pearl can identify language in a document that Tinker Federal Credit Union refuses to look at. So no, I don't agree with Tinker Federal Credit Unions response, as the money in the Trust account at Tinker Federal Credit Union is still not under the control of the Trust.

Thank you for this member response.  In response to Mr. [redacted] complaint regarding the conversion to TFCU’s new BillPay service for our membership, our 3rd party vendor by the name of FISERV has maintained our BillPay service for many years now.  The sunset system was called FISERV...

Advantage and the upgrade is called FISERV Checkfree.  The new service offers additional attributes that we did not previously have with the old service and we have received positive feedback thus far as to its enhanced functionality. It is common practice to maintain contractual agreements with our 3rd party vendors and although the member agreements can appear to be daunting at times, please note that TFCU goes above and beyond to ensure our membership receive fair and equitable treatment in all cases.  As always, TFCU will consistently work with the membership to ensure each member receives the appropriate treatment and when discrepancies are brought to our attention, TFCU is careful to examine the facts and we do our best to satisfy the member.  As with any contract, if Mr. [redacted] wishes to take advantage of our enhanced BillPay service, he will need to accept the terms before the service can be used.         As a normal course of business, it is our priority to ensure that our members receive the appropriate and timely notifications.  TFCU sent multiple notifications via all available channels to ensure the members were well informed.  A detailed list of notifications is available upon request.  In the case of Mr. [redacted], our records indicate that the email sent to him was successfully sent at [redacted]@aol.com, which is the address we have on file. It is our position that TFCU fully complied with all the applicable rules, regulations, and prudent practices, which would have met our members’ expectations. We appreciate Mr. [redacted] business with TFCU and I encourage him to please give me a call directly should he have any further concerns as a result of his BillPay usage.  Sincerely, [redacted] Tinker Federal Credit Union

The fraud department has discussed this case with Mr. [redacted] many times and is being responsive to his communications.  However, we are unable to resolve this issue with Mr. [redacted] until Wells Fargo refunds the money to TFCU for Mr. [redacted].  Mr. [redacted] was victim of a scam and wired money from...

TFCU to Wells Fargo.  Unfortunately, when money is wired in this manner, TFCU has no recourse to recover the funds and we are at the mercy of Wells Fargo to refund the money.  Wells Fargo has thus far refused to communicate with TFCU regarding the matter.  Mr. [redacted] has the direct number and name of the fraud department manager and can call anytime if he has updated information.

Revdex.com Complaint Center:Thank you for bringing this issue to our attention.  It is our goal to ensure our members receive the expected service.  Upon research, it was determined that the actual bill pay checks were coming from State Employees' Credit Union, based out of Hasler,...

North Carolina and were sent directly to the Yukon Branch, [redacted], Yukon OK., for posting. It is unclear as to how SECU obtained this specific branch address, since all mail is required to be sent to our main address at Tinker Federal Credit Union, P.O. Box 45750, TAFB, OK.  73145.  In talking with Ms. [redacted], she was advised to contact her other financial institution to switch the address and or set up her payments electronically to ensure timely postings. As a normal course of business, it is TFCU's practice to post all payments the day received but as a service courtesy to Ms. [redacted], we back dated the payments for 1/26/17 and 2/2/17.  Based on our conversation with Ms. [redacted], she appeared to be pleased with our callback and satisfied with the outcome.  Let me know if you need additional information to close this complaint.Thanks! Lisa LeeperTinker Federal Credit UnionPO Box 45750TAFB, OK  73145###-###-#### Office

This member affirmed the debt with TFCU on a 2005 PT Cruiser in the original Revdex.com complaint.  The complaint is not a dispute of the debt, but a dissatisfaction that the debt is reporting to the credit bureaus.  The member has repeatedly disputed the credit reporting and debt in an attempt to remove it from the credit bureaus. One dispute included the following comments “ It has been on my credit loan enough please remove.” TFCU has properly validated this debt.  TFCU’s reporting is accurate and in accordance with the law.

Initial Business Response /* (1000, 5, 2015/04/21) */
The complainant appears to be filing this complaint on behalf of another individual and did not provide identifying information for our member. With this being the case, we were unable to research the specific member loan for which the...

complaint is made. We are providing our insurance requirements below; a document containing this information would have been provided to the member when the loan was processed.

Important Insurance Requirements
By signing the promissory note to finance your purchase, you agree to buy full coverage insurance for the full value of the property securing your loan, with a deductible not to exceed $1000. Tinker Federal Credit Union must be named as the "Loss Payee/Lienholder" and the policy must be sent to: Tinker Federal Credit Union Insurance Service Center P.O. Box XXXXX
Oklahoma City, OK XXXXX-XXXX Fax: XXX-XXX-XXXX Phone: XXX-XXX-XXXX
It is your responsibility to contact your insurance agent and request that Tinker Federal Credit Union be sent a copy of the insurance policy. If we do not receive a policy within 60 days, TFCU will purchase a collateral protection policy retroactive to your loan origination date or to the lapse date of your insurance coverage. This insurance policy will only protect TFCU's collateral and does not meet Oklahoma State liability insurance requirements. To be legal to drive, you must still purchase liability insurance.
The premium amount of the collateral protection insurance will be added to your loan, which will result in an increase in your monthly payment. Below is an example of how a collateral protection insurance policy can affect your monthly payment:
Annual Policy Premium $1,600.00* amortized over the remaining 10 month policy period:
$1,600 ÷ 10 months = $160.00 increase in monthly loan payment
*Annual premium is based on value of collateral
We hope this resolves any concerns regarding the requirements. Upon receiving verification that met these requirements, no further requests would have been made. If further information is needed, we request direct contact from our member.

Thank you for the feedback and as always, it is a privilege to be able to assist our members with their needs.  In this specific situation, Mrs. [redacted] contacted our Member Contact Center on March 29, 2017 and requested that TFCU opt her out of TFCU loan promotion offers and to block her...

Home Branch (HB) access due to past unauthorized transactions. On March 31, 2017, Mrs. [redacted] came into the Norman Branch and requested TFCU to unblock her HB access.  On this same day, Mr. [redacted] (beneficiary only on the account) contacted the Member Service Officer that Mrs. [redacted] had worked with earlier this day and stated that the HB was in fact still blocked and requested access to the HB. To ensure our member’s account confidentiality remained intact and with good faith, the Norman Branch Manager spoke with Mrs. [redacted] and requested she add Mr. [redacted] to the account if in fact she wanted her husband to have access.  This conversation was repeated on May 30, June 1, and again on June 5, 2017.  Paperwork was given to Mrs. [redacted] at this point in time. On June 6, 2017, Mrs. [redacted] returned the signed account agreement to the Norman Branch to add her husband to the savings and checking accounts.  Both Mr. and Mrs. [redacted] have full access to the account to include HB access.  We do apologize for any inconvenience our actions may have caused and we look forward to serving this family in the future. We appreciate their business and should Mr. and Mrs. [redacted] need further assistance, please call me directly.  [redacted]
[redacted]
[redacted]  [redacted]  [redacted]

Our records reflect four (4) Skip-A-Payment forms were mailed to our member between 1/23/17 and 2/10/17.  As the member stated, the forms were mailed rather than being provided electronically.  The department working with the member typically does not utilize the...

electronic delivery option which will be corrected going forward.  A TFCU representative spoke with the member on 3/6/17 and his transaction was completed on 3/7/17.  We regret the situation occurred and apologize for any inconvenience the matter may have caused.

Complaint: [redacted]
I am rejecting this response because:TFCU imposed an adhesion contract on its customers.  Unless TFCU's customers capitulated to its terms (50-paragraphs of legal jargon), then users could no longer access the BillPay service.  TFCU's response admits the problem, but does nothing to resolve it and instead appears satisfied that this is an acceptable business practice: "As with any contract, if Mr. [redacted] wishes to take advantage of our enhanced BillPay service, he will need to accept the terms before the service can be used."TFCU's response uses some lovely language, calling this a "conversion to TFCU's new BillPay service" and claiming "It is common practice to maintain contractual agreements" but it fails to address my complaint on any substantive level.  TFCU's position ignores that I had an ongoing agreement and service, and I needed access to that service immediately; it was TFCU that wanted an entirely new contract and refused to provide my existing service, unless and until I agreed to the new terms! This customer didn't want to be forced to do a "conversion" to TFCU's new BillPay service, at that time, regardless of what positive feedback TFCU believed it had received about the new system.TFCU tries to justify using adhesion contracts by claiming it gave "appropriate and timely notifications" in some email.  I don't doubt there is some email somewhere saying TFCU intended to make changes to the BillPay service.  However, there was certainly nothing I remember getting in email that adequately notified me of the need to hire legal counsel to review this adhesion contract before July 31.  Otherwise, TFCU wasn’t going to allow me to access my BillPay service.TFCU's adhesion contract scheme left an incredibly negative impression with me as a customer.  Before this problem I had high regard for this business, but TFCU's cavalier response to this Revdex.com complaint has furthered my disappointment.
Sincerely,
[redacted]