TruMark Financial Credit Union

[redacted] <[redacted].com>10:17 AM (1 hour ago)to me ID#[redacted]I would like my claim to be reopened.I received a message from the company it was a branch manager named Monica. I returned the call left a message and never got a call back.

Greetings,
Thank you for brining this matter to our attention.   We take member service seriously and will follow up directly with our member within 24-48 hours.  Due to privacy regulations, we can only confirm receipt of your message and cannott share any details...

without our member's consent.  Sincerely
Ivan O[redacted], VP Branch Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The information she said she will sent to me I already have. The company is telling me contact my bank and Trumark is telling me contact company. So now what do I do. Thanks for your help though. Lesson learned I will never bank with Trumark financial again.
Regards,
[redacted]

Greetings [redacted]
The following is the response received from our VP of collections John M[redacted] regarding this issue.  Any inquiries can be directed directly to his attention.
Thank you and have a happy Holiday season!
Ivan O[redacted]
Calibri; font-size: medium; color: rgb(31, 73, 125);">December
28, 2015
[redacted]
The
Revdex.com
1880
John F Kennedy Blvd #1330
Philadelphia,
PA 19103
**.
[redacted];
Thank
you for contacting TruMark Financial about [redacted]’s situation.  Mr.
O[redacted] has forwarded this matter to me for review and response.  I will
make attempts to reach this member directly by telephone or provide a written response
directly to our member.  Due to privacy concerns, we prefer not to provide
third parties with any details regarding our member’s accounts, obligations or
standing with TruMark Financial Credit Union.  Again, thank you for
bringing this matter to our attention.
Regards,
J.E.
M[redacted]
Vice
President, Collections
TruMark
Financial Credit Union
TruMark Financial Credit Union
1000 Northbrook Drive
Trevose, PA 19053
Phone: ###-###-####
Fax: ###-###-####
Get the credit you deserve at TruMark Financial. Click here for
current rates.

I have been a member at Trumark Financial Union for over 16 years now. Lately I have had some issues there, with, the latest being that I deposited money into my account. Then a few days later made some purchases. I checked my balance before making these purchases and had more than enough money to cover these purchases. The purchases went into pending, while pending, I still had a positive balance. I made 2 small purchases but when those purchases came out my account was now saying that I didn't have enough money in the account to cover them before I even made them. Although my account and my statement says other wise. I went to my bank to make a deposit and ask about this and they said it was because of the pending purchase balance was in the negative at the time that I made the 2 smaller purchases. So I was charged a $35 fee 3 times! This is in fact not the case as I checked my balance online with my statement before making any purchases and even with the pending transactions I still had money in the account. So I called corporate and they are telling me the same thing, sounds to me like I've just been legally ripped off by my own bank. It's sad when you can't trust the bank where you've been doing business for 16 years. Definitely, going to be looking into another bank. A very dissatisfied customer.

Review: They have unscrupulous computer banking practices. I am repeatedly assessed overdraft fees before there is an actual overdraft based on a transaction that hasn't happened yet. Their computers assesses the percieved overdraft as having already happened even if if it's still pending and other transactions were processed prior to it. The pending transaction is always the largest amount compared to smaller transactions processed prior. This is very similar to the unfair practices by [redacted] which recently settled a class action suit for their unscrupulous practices. They are unwilling to accept responsibility for their faulty computer banking and have cost me hundreds of dollars in fees.Desired Settlement: Would like ALL Unwarranted Overdraft Fees refunded.

Business

Response:

Thank you for forwarding [redacted]'s concern to me. I will research this matter and reach out to her directly. Due to privacy laws, I am unable to discuss her membership or share any of the details regarding her membership with you without her written consent.

Thanks again for bringing this matter to my attention.

Regards

Review: I deposited 1300 dollars in checks into my bank account. I knew that once the purchase I made immediately before I deposited the checks cleared, my account would be overdrawn. When I deposited the checks I had a positive balance and more than enough to cover the purchase I had just made. Once the checks cleared, I was charged a 29$ overdraft fee 3-4 times. I went to the credit union with my statements, deposit slip, and printout of my account activity and they were unable to explain this to me and unwilling to refund the multiple overdraft fees, even though I didn't technically overdraw my account.Desired Settlement: I would like for them to refund the overdraft fees.

Business

Response:

Greetings,Thank you for brining this matter to our attention. We take member service seriously and will follow up directly with our member within 24-48 hours. Due to privacy regulations, we can only confirm receipt of your message and cannott share any details without our member's consent. SincerelyIvan O[redacted], VP Branch Operations

Review: After depositing my two current paychecks in person, thru the teller, in the credit union. The fraud department of the bank decided to investigate my paychecks as fraudulent. On Friday 1/17/2014 when the funds were supposed to be released, my new boss called me into her office to inform me that a private investigator called her personal cell phone, stating they were from my bank and asking her several questions in regards to whether I work here, why I wasn't on direct deposit, stating to her that I already have payroll checks coming from another company, so they are concerned and this is why they were calling her PERSONAL NUMBER. She also stated that she didn't want me to be alarmed but someone claiming to be a P.I. came to the office the day before looking for her in regards to me and the checks I deposited. She advised me to contact my bank. I was completely embarrassed as I've been banking with Trumark since 1998/1999 and the only issue I have ever had with my account was a couple of years ago when I was the victim of identity theft and someone was using my account to make purchases in another state. I've only been with my new job for approximately 28 days when they investigated my paychecks.

I contacted the customer service department and spoke with a rep who listened to my concern about someone calling inquiring about my checks, my employment and me possibly committing fraud, he thanked me for calling and asked me to hold so that he could locate a supervisor to find out what exactly went on. Once he came back to the phone he told me that in all of his years of working at this credit union he had never come across such a case. He then explained that someone in the fraud department had contacted my boss to make sure that the checks were not fraudulent and had spoken with her about my account, i.e. telling her that I did have another direct deposit payroll source and that was a reason for them contacting her. (How are they allowed to tell her what's going on in my account?) I then asked how they got her cell phone number, he said he wasn't exactly sure as it was a different department who reached out to her, but that it looks like they tried contacting me first, but the number was disconnected so they somehow found my new bosses PERSONAL cell phone number. I thanked him for being so helpful and ended the call. I then received an email from a [redacted] in the fraud department asking me to contact her about my checks. I called her immediately and was told a completely different story. [redacted] states that they never called my job or contacted my boss, she states that they only contacted the issuing bank since they couldn't reach me. Funny, considering she had just emailed me and I called her right back. Also ironic considering my boss has no reason to lie about someone coming to the office, as well as calling her personal cell phone about me possibly committing fraud against her company when she signed both payroll checks herself. [redacted] then tells me that they wanted to "make sure that I didn't get the checks from the internet or from someone sending them to me because there are a lot of fraudulent checks out there." I told her that I did not. She questioned why I wasn't on direct deposit yet, and the fact that there were two checks with the same date on them and those were the reasons that they were thought to be suspicious, blah, blah, blah. Then she rushed me off of the phone before I could ask anymore questions. Before she hung up, she said that they do not send out private investigators or call and say they are private investigators. They contact the bank that the check is issued on to make sure it is valid. If they didn't call or show up, then how ironic is it that someone else was investigating my checks as fraudulent in the same time frame?

Long story shortened, this is a very messy situation. I would have never thought that an institution that I've been freely placing my money in for approximately 15 years could ever make me look so suspicious and untrustworthy in general, let alone at my new place of employment. Not to mention the fact that the person in the fraud department blatantly lied to me about what they actually did. I guess she didn't know that I'd already spoken with customer service who confirmed that they were looking into my checks and had reached out to my boss. I'm disgusted and embarrassed. My boss is the CEO of the company, coworkers have jokingly asked me "what I was really into?" "Who was I really?" I got the short end of the stick here. I'm beyond embarrassed and quite possibly being judged in my new position at this company because of the bank that I've trusted for over a decade. I honestly don't want any parts of them anymore, especially after being told by the department doing the investigation that they never called my boss. She is not happy that they called her personal cell phone and wants to know how they got it. I can't explain because I don't even have her personal cell phone number. Things just don't add up and I need an explanation and an apology.Desired Settlement: I believe that I'm owed an apology and an accurate explanation of the order of events. I also believe that my name and character needs to be exonerated by the credit union to my boss, and they also owe her an apology and an explanation of how they got her cell phone number.

Business

Response:

[redacted],

Thank you for letting me know about our member's complaint. unfortunately, the original e-mail advice from 1-20-14 was inadvertantly blocked and delivered to my "junk" folder. I'm not sure why as this advice came directly through. Regardless, I will be reaching out to our member today to discuss this series of events. TruMark Financial does not utilize any private investigators nor would we ever speak to anyone other than the account owner with regard to their accounts. As part of our due dilligence and as a service to our membership, we will inquire about the origins of certain deposited items in order to protect members from fraud loss. However, this would only be done directly with our member. I will be contacting the member today.

thanks again for letting us know of her concern.

VP of Branch Operations

Review: This Company has sent a hold on my rights to open a bank account including a false statement of Fraud against me in the amount of $65.00 to [redacted]. This account never went into default it was a closed acct in the amount above. This has been a burden to my credit for about 5 years, now has insulted my character as a decent citizen. I called several time to both parties and Trumark is We will call back and [redacted] is computers are down we can not help you. This is an embarrassment and I am requesting a letter of apology to myself [redacted] with that said the account remarks etc be completely removed from my reports and an answer on why it was sent for collection when it was paid in full, LONGTERM, how they are going to handle this in a professional manner.Desired Settlement: Find a way to make this a good ending since for all these years you listed My name, jeopardized my character, held me back from moving on in life on a PAID IN FULL acct ON TIME and you have me as " Fraudulent". please handle and explain above and make sure that this has me coming out as the honest person I am not a Fraud.

Business

Response:

Greetings,Thank you for bringing this matter to our attention. We will research the claim and respond directly, if appropriate, to those involved within 24 hours. Unfortunately, privacy laws prohibit us from sharing any member information with a third party without the proper authorization. Thanks again and have a great day.Regards,[redacted]VP Branch Operations

Review: I recently applied for a home equity line of credit. Trumark came back with a low value for my home. I asked them why and was told that the appraisal method they use is an approved method. I requested to see the appraisal which they supplied. Being a licensed real estate realtor I examined the data. What I found was data that was several years old that did not reflect current market conditions in my neighborhood. They used comps that were several years old and well under the more recent actual sales that have occurred in the past year. When I pointed this out all I was told that if I was not satisfied I could pay and additional $275 and have my house appraised by a local appraiser. My response was why should I pay for something that should have been done correctly in the first place? Following is my response, "I've reviewed this attachment and haven't done a deep dive yet on it but help me wrap my head around this....I've been doing real estate for several years now and according to your report (which by the way is missing very recent sales data) is saying the areas median home value around my house is $276,739 with a forcasted increase of 1.89% and the high price in my neighborhood is $209,886 (which also is incorrect since there was a house that sold for $224,500 in Feb/March that is located 20 yards from my house).

It's like I told [redacted], I can't see paying $275 for a service if it is not going be done correctly. What do I as the consumer get for the $275? And is paying for this addon service the ONLY way I can dispute the numbers...this is a very common problem us Realtors run into having companies like this who are clear on the other side of the United States performing appraisals and having no knowledge of local market conditions."

This was her response, "[redacted] the HVE is an approved evaluation that we are able to use and at no cost to the member and to keep our cost down and the full appraisal is exactly that where he will walk thru your home and then compare it to other recent sales similar to your home -- it is entirely up to you to continue or not."

It is my feeling that this method is being used so that I am forced to shell out additional money, especially since I was able to supply them with current information.Desired Settlement: Either they update the information used to determine appraised value of my home or they will do an appraisal at their expense since they are using outdated and erroneous data

Business

Response:

To whom it may concern,

Thank you for bringing this matter to our attention. Due to privacy concerns, TruMark Financial will not share sensitive account information with a third party without expressed written consent from our member. Please consider this an official acknowledgement of the member's concern. We will respond directly to [redacted] in writing within 5 days.

Thank you for your cooperation.

VP Branch Operations