Treasury Department Federal Credit Union

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: none of reasons provided applied to why my check card was not returnedIn the future, replace outdated ATM machines to avoid inconveniencing patrons.
Regards,
*** ***

ref ID # [redacted]Dear Sir/Madam :Thank you for the opportunity to respond to the recent complaint received by your office. The Treasury Department FCU takes pride in its public reputation and its ability to provide quality financial services.In response to compliant #[redacted], there are several...

reasons why an ATM would not return a cardholders debit card. The card could be “hot-listed" by the cardholder's institution which has instructed the ATM to seize the card; the machine could malfunction; or the cardholder may have taken too long to retrieve their card from the machine and the transaction timed-out.As a matter of industry best-practices, many institutions will not return the card directly to the cardholder as that may then expose the ATM financial institution to fraud liability if the card is being used fraudulently. In addition, retrieving a card from the ATM during business hours exposes staff to potentially dangerous situations.Our sincere apologies to the cardholder for any inconvenience and we look forward to providing them with continued surcharge-free access to our ATM in the future.Sincerely,Shawn *. K[redacted] AVP Compliance & Security [redacted].com[redacted]