TruWest Credit Union

Review: On 4/27/2007 I opened a mortgage with Truwest Credit Union in the amount of $324000. Due to issues I had no control over, we had to let the house go into foreclosure. Our last payment was on 7/2010 the Trustee Sale was on 5/3/2011 per the [redacted] County Recorders office. Truwest is falsely reporting to all 3 credit bureau's wrong information and I have been trying to have them fix this for the past several weeks and still has not been resolved. First, they are reporting to all 3 credit bureau's that this account is still open and as of 11/2012 I am 120-149 days past due. Second, there is a discrepancy in the account number that all 3 credit bureau's have and what Truwest has. I am at the mercy of Truwest to fix this and it seems that the individuals that are in charge of reporting true and accurate information are incompetent. After contacting the Revdex.com I am now forced to contact [redacted] Attorney General and [redacted]. I am currently trying to refinance my current house to a lower interest rate which would save me approximately $75,000.00 in interest. Because of Truwest's inability to report correct information I am not able to proceed with my refi.Desired Settlement: I need Truwest to call all 3 credit bureau's and correct this immediately. I also need Truwest to write a letter to myself explaining what actions they took to correct this and proof that this has been resolved.

Business

Response:

On 8/17/15, [redacted] went into a branch and asked for a letter showing that the trustee sale date for his property was on 5/3/11 as the credit bureau’s were not reporting the correct date. We sent him a letter on 8/18/15. We received another email from [redacted] on 8/27/15,, asking to include the account number on the letter. We sent the updated letter and updated the credit bureau to report correctly. Please see attached.

I changed insurance companies and during this time I purchased a used vehcile with truwest being my finance company. The company tacted on a $5900 insurance policy and when I gave them my new insurance informations (both insurance policies), they would lose one or the other informations and tell me it'll take 2 weeks for the amount to be withdrawn. Well nearly 2 months later I'm still fighting to get the amount taken off and this is holding me back from refinancing my car from another company.

On Monday I was informed by one of their representatives that the reason I couldn't use one of my accounts was because there was a restriction put in place because my account was past due, which is understandable if I hadn't spoke with someone on Friday and they told me I was current after one of the transfers they put in place never mentioning a block being placed on my account. After being declined over the weekend while trying to pay bills I called them on Saturday to find they were closed till Monday, frustrated all weekend I called Monday morning and just asked why my account wasn't allowing me to move money or be utilized at all they told me my account was past due by 7 day, which I didn't really understand considering I was told just the other day (Friday) that my account should be fine since they moved funds from one of my other accounts to make it current. The rude agent on the phone informed me that I was told wrong and it was my fault there was a block on my account. I understand if my account is past due, that this would be standard but if the people handling my money tell me I'm good to go on Friday I'm going to take their word. rude customer service seems to plague this company, once my loan is paid off in 2 weeks, I will be taking my money elsewhere

Review: Was lied to about payment extension in order to collect payment. Did not follow thru on what they said they would do. Cause credit score to fall below fair

Business

Response:

Mr. and Mrs. [redacted] believe that we did not follow through on a commitment made to them regarding an extension request for the 2012 Traverse, as well as a skip pay on their 2007 Lexus, and due to this, it has caused damage to their credit bureaus.First, I would like to address the problems with the extension request on the 2012 Traverse. As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments. While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members. The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15. I called the company in [redacted] Cumberland Manor Nursing Center and was informed that Mrs. [redacted] was offered employment but never started the job. Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona. On 8/10/15, I emailed members the extension request, advising them what would be needed to complete this request. I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension. My email to them is attached. On 8/11/15, I helped members figure out how to open the email sent to them, as it is encrypted for their security, and received the signed document back on 8/11/15. When the signed modification document was received, I sent an email again requesting the August payment as well as updated employment information. On 8/14/15 I did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment. I did send an email to the [redacted]s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”. No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent. The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day. The credit reporting on this account is complete and accurate.The other part of this complaint is on member’s 2007 Lexus. While it is true that we did offer Mr. [redacted] a skip pay on the Lexus, we also explained to him that he would need to call back and complete that request once the funds had processed to his account. This request was also stated in Mr. [redacted]’s letter to you. Mr. [redacted] never completed that request. During the emails back and forth regarding the extension request on the Traverse, I continued to ask the [redacted]’s about payment on the Lexus. Not once did they bring up the fact that we were to have given them a skip pay on this loan. The only response I received regarding this loan was on 8/14/15 when Mrs. [redacted] stated “Also, I don’t see what the other loan has to do with this one.” We spoke to Mr. [redacted] on 9/28/15 and advised him that once the payment processed for the 8/28/15 payment that we would forward the skip pay request to have it completed for the 9/28/15 payment. The payment was received on 9/28/15 and the skip pay was requested that same day. The account is now due for the 10/28/15. There was one 30 day mark on this account from July 2015 which has been updated to reflect paid as agreed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10838842, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

We were lied to on numerous occasions from truwest employees. The extension paperwork was requested well before the august payment even came close to coming due, but Lupe "dicked" us around, wouldnt return phone calls, wouldnt answer emails and the words of Lupes coworker was that "lupe does this all the time." When truwest would call and put me and my husband against each other, we started putting the call on speaker and was asked by truwest to not have our phone on speaker because they wanted to only speak to one of us at a time. We were lied to in order to have a payment made. things were promised to us if just one payment could be made. Im pretty sure thats illegal. Also, there is documented proof that the funds were in our account as requested in order to process the extension and skip payment and neither were used for what we were told they would be. we were not told any paperwork had to be turned in for the skip payment. for the extension, we were told it would be at any branch office, but no office in AZ had any clue as to what we were talking about when we went into the office. Nothing that was being discussed was being noted in our account, per a customer service rep. We had this loan with truwest for over 3 years and had no problem. We were promised something and fulfilled our end of the agreement, only to be screwed over by them in the end. All our records, online banking documents that show fraudulent activity by truwest, and all emails have been sent to the attorney general and dept of finance for review also. So no I am not satisfied with their lies...response...to this complaint. We even went as far as attempting to refinance to pay them off, but they screwed over my husbands credit so bad with their lies that he cant even finance a hamburger from [redacted]. He had a 780 before they pulled this crap with a 99% payment satisfaction. Now because of truwest he has a 540. We can show proof for years that all debts were paid according to agreement until this little stunt by truwest. The traverse was repoed and sold within a week, with no offer whatsoever for us to make the account current. [Provide details of why you are not satisfied with this resolution.]

Regards,

Business

Response:

As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments. While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members. The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15. We called the company in [redacted] Center, and was informed that Mrs. [redacted] was offered employment but never started the job. Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona. On 8/10/15, I emailed members the extension request advising them what would be needed to complete this request. I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension. On 8/11/15, we helped the members figure out how to open the email sent to them, as it is encrypted for their security. We received the signed document back on 8/11/15. When the signed modification document was received another email was sent, again requesting the August payment as well as updated employment information. On 8/14/15 we did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment. We did send an email to the [redacted]’s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”. No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent. The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day. The credit reporting on this account is complete and accurate.Ian S[redacted]Vice President, Risk Management/General CounselTruWest Credit Union

Review: I had a check sent from my Bank send Truwest a check for my car payment which was also cashed. I then received a letter from Truwest that they had never received my payment and when I called them they stated that they just needed proof of payment from [redacted]. I downloaded the proof immediately and emailed it over to the person who was looking at it and they stated they would look at right away however I never received any word back for over a week when I received a call from another person at the bank stated the first person denied the claim as they didn't see an endorsement on the check. I send back again proof of payment however it got denied again so I conferences in both truwest and [redacted] to the point that Truwest kept telling [redacted] that they would not take responsibility for the check due to no truwest endorsement stamp on the back. Finally after over a 0 minute conference call [redacted] stated that they would like me to file a Affidavit to have the payment brought back in as they had already paid the money out. At that point I explained to truwest that my next payment had already gone out and that it should cover the late payment and when I got the money back from [redacted], which could take up to 30 days, I would then send another check to cover the current month. The representative, this was the 2nd one not the first one as in the whole month I dealt with this issue this person would not speak to me and every just kept saying that they deserved a vacation, that since I had been actively dealing with this whole time they would waive late payment fees and that they would note the account to help it not hurt my credit. In a week I got the money back from [redacted] and I sent over the payment again however 4 days after I sent the payment I got another call from truwest claiming I was again late, this was from the 2nd aforementioned rep, and when I started to explain everything the rep all the sudden remembered me and look and amazingly my payment just showed up in their system, however there were fees attached to it . I then went to go refi my mortage today and was denied due to credit score as the late payment from Truwest was tracking and had dropped my score by about 100 points.Desired Settlement: I would like Truwest to remove the late payment like I was promised.

Business

Response:

We have removed the delinquency on the credit reports with [redacted] and [redacted] was already reporting correctly. We have also waived all late fees. We apologize for the inconvenience.

We had a car loan through TruWest Credit Union and paid on time for just shy of 3 years with them. I went to sell the car and had a buyer lined up and was trying to sell the car before the next car payment was do and paid on the 19th of the month which I thought 30 days was the 20th of that month but I guess since the month before had 31 days I ended up paying on the 30th day and then 2 days from that day the car was bought and paid for in full. They reported a late payment to my credit... Scam artists, all customer service would do is give me attitude and the manager was a robot and would only say that they can't do anything... They can choose to remove a report based on clear circumstances. I am glad they made all interest off me and then just say screw the customer and don't care. I never do business with them again and never recommend anyone to them. I will be filing a formal complaint and doing whatever I can to dispute this. Beware they will not be there to help you when you need them

Review: I received overdraft fees that were incurred due to a negligible phone application that doesn't display anything pending through an ACH process when the customer services' supervisor's manager confirmed they received transactions on the 22, but didn't notify and processed them on 23. When attempting to resolve this issue, I was told I was unable to trust the application and that for my own safety should keep a cash register handy to tally out my transactions. The next phone call I couldn't move past validation as the agent was too emotional and refused her badge ID ; CALLED ME PATHETIC AND RUDE then began to talk over me and then disconnected because I asked for her identification number - Justyne 1[redacted] (this agent) then I finally got a phone call back from a manager after 3 days who then disconnected from me to dig deeper, waited 5 minutes for a call back - then the manager stated she listened to the calls with every supervisor I spoke with (I didn't even speak to any supervisor she was the first one after DAYS) she didn't take any ownership of the situation even though they had the charges a day early, and I'm pretty sure business STILL WONT BE CONDUCTED ON THEIR PHONE LINES BECAUSE WE'RE SO WORRIED ABOUT OUR FEELINGS. Business is Business - Please pull all of my phone calls and review your horrific customer service agents when actually they are accomplicing your lack luster mobile phone application in providing negligible service and then refusing ownership and setting me up for failure. Jennifer their manager who is also uninformed greatly of the situation decided to call me because she had too, not because she knew the situation or listened to the calls. Thanks for the incredibly terrible experience I would rather give Chase the money at this point because atleast their nice about out the scenario.Desired Settlement: Submit action plans for Justyne, And the first agent I spoke with, as they have no idea how to operate in a call center environment, coach Jennifer on how to pull recorded phone calls, take ownership for her untrained emotional agents who can't conduct business transactions over the phone in a polite manner, and then refund my $70 overdraft fees because your system takes 24 hours to process transaction when you received on the 22, but your application doesn't show up. Then you process the transaction in a shady manner and even the manager has no idea why it completed that way until 15 minutes of research is done. HORRIBLE HORRENDOUS NOT SATISFIED EMOTIONAL PATHETIC DISGUSTING JUVENILE LACKLUSTER NON OWNERSHIP TAKING.

Business

Response:

I don't think I have ever seen a complaint mischaracterized more than this complaint in my entire career. Mr. [redacted] obviously has no ability for self-reflection. I pulled the calls and Mr. [redacted] behavior was rude, obnoxious and unprofessional. The only thing we do agree on is we believe Mr. [redacted] business would be better served at another financial institution. To that end, prior to this complaint being filed, on November 24, we mailed Mr. [redacted] a letter advising him that, due to inappropriate and abusive behavior to staff members, his checking account was being closed on December 16.We wish him luck in his future financial advisors.Ian S[redacted]VP, Risk Management

Consumer

Response:

This doesn't resolve my inquiry whatsoever. This is what I may of expected from a day-to-day customer service agent; but an executive? I'm very troubled still that no ownership has been taken for the issue at hand. I've only commended TruWest credit union to family, friends, and acquaintances up until this day in my life. I was on the phone with a customer service person within a few hours of overdraft fees being assessed to my account and I was UNABLE to be helped due to severe incompetence, lack of ownership, severe misunderstanding on behalf of TruWest credit union, and no ownership taken by management. I actually truly hope that Ian, Justyne, and whoever else I've been in contact with to undergo an immensely severe reevaluatation. Ian, please listen to my concern and calls; I wasn't disruptive. I wasn't rude. I wasn't outlandish. You're response to my issue is actually preposterous and blasphemy. As a VP you are complete and utter garbage. I WOULD LOVE TO SPEAK IN PERSON TO YOU. Please refund my issue before I allocate my funds to the press and other media outlets about the horrendous service and scrutiny I've been put through by sub-par agents and poor performing management. Good luck on future business endeavors Ian, you REALLY NEED IT. I'm praying for you and the other agents listed previously.

Business

Response:

I have listened to the calls and I truly hope that Mr. Wade can do some circumspection and actual understand his behavior. We have ended our relationship and we wish him well in his future endeavors.

Review: Complaint against TruWest Credit Union Charter # [redacted]

TruWest Credit Union

The company [redacted] Group, [redacted] Benefits Group, aka AD&D ###-###-#### has billed my saving account for services I have never requested. This was done with the assistance of TruWest Credit Union.

So far I’ve been told multiple scenarios of how this happens:

1) TruWest Credit Union provides these services as a courtesy, but it’s my responsibility to cancel services or get billed.

2) I received a flyer in the mail and filled out the application requesting an [redacted] policy. This only required my name and address.

3) The [redacted] company Hartford [redacted] had already retained my services and [redacted] Benefits Group is simply continuing the billing service.

My statement is this. I do not reply to junk mail for any reason, except to request I be opted out of there mailing list. I recall weekly letters from The Hartford [redacted] agency where I had to call them multiple times to stop the junk mail and opt me out of their systems. They finally stopped

Also I have never received documents of an [redacted] policy in my name, nor received statements of premiums being billed to my savings account. Nothing indicating they were billing my account for some [redacted] policy. I had no way to opt-out as they billed quarterly, when I checked my savings account I didn’t see them.

The saving account I have with TruWest Credit Union was established to pay for my safe deposit box. I do not have a debit/credit card or checks. Only a plastic card with a member number. Too me, this is an unusable card for anything other than getting access to my safe deposit box. And to do that proper ID is required with a safe deposit box key.

As I rarely access my safe deposit box, I have called about the remaining funds and asked how much longer they will cover the safe deposit box yearly fee. Because my access to the online service rarely works, I called and we calculated to around September or October. I mentioned it seemed like I had more funds before. The agent said nothing about the billings or why my balance was lower.

My only thought of the balance being lower, was service fees from TruWest Credit Union. The only way a company like the bottom feeders, [redacted] Benefits Group could have access to my account number and routing number and my personal information was with the assistance and partnership of TruWest Credit Union.

Without my consent, they received or gave authorization to allow [redacted] Benefits Group access to my funds. This is part of a business arraignment to benefit each other in a fraudulent scheme.

I contacted [redacted] Benefits Group and they said a ‘dispute’ form would need to be completed and returned. I said it was fraud from them to begin with and by disputing it, they are trying to legitimize the transaction.

When I disputed this with TruWest Credit Union, they gave various replies, depending on who I asked. Most were rude and condescending, implying I must have completed a membership form. This answer is most likely provided my upper management at TruWest Credit Union.

My complaint against TruWest Credit Union is for Fraud and Deception in allowing a known fraudulent company with multiple lawsuits, Injunctions, Judgments regarding their Membership Programs and Auto-Renewal to access my PII, most likely unencrypted.

TruWest Credit Unions partnership is based on financial gain, with little or no concern for the members who’s information they give to [redacted] Group, [redacted] Benefits Group, aka AD&D ###-###-####.

By allowing a company with questionable products and even more questionable billing practices, they are “feeding us to the wolves”. And when I complained, it’s my problem. And them knowing the whole time they profited from the partnership with [redacted] Group, [redacted] Benefits Group, aka AD&D ###-###-####.

It’s unknown how much they have billed me as TruWest Credit Union said it was since 2013, The [redacted] Group said it was since 02/2011 at $7.50 per quarter. I have no idea about the [redacted] policy as I don’t have a copy and can’t find what legitimate agency it may be kept with.

And last, a quick review of the Arizona Department of [redacted] and I see [redacted] BENEFITS GROUP, INC. ([redacted] & HEALTH ADMINISTRATOR)

Current Status: CERTIFICATE WAS SURRENDERED

Thank you for your time.

Mark Fullbright

2022 N Nevada St 1255

Chandler, AZ 85225

Member # 3756350

PS. The following agencies have been notified:

Arizona Department of Insurance

AZ Department of Financial Institutions

Consumer Financial Protection Bureau (150709-002844 & 150709-002824)

NATIONAL CREDIT UNION ADMINISTRATION

TruWest Credit Union

[redacted] Group

Revdex.com- AZ

The National Association of [redacted] Commissioners (Pending)

Arizona Department of [redacted] (pending)Desired Settlement: I want TruWest Credit Union to stop using companies that have are known to be deceptive and not allow 3rd party billing.

Also I want to Opt-out of any future billing scams.

And last I want a full refund and apology letter.

Thank you

Business

Response:

See attached.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

If your interested in a home loan from these people, SERIOUSLY RECONSIDER!! This company just put my family (including 3 kids) through the worst experience of our lives due to the unprofessionalism and lack of experience in the home loan industry. It took months to close our loan due to their poor customer service. Numerous times, we had to redo paperwork, resend information numerous times, email and phone over and over only to receive no response and delay after delay because of clerical errors on Truwest and their representatives part. After becoming homeless for a few days, physically sick from the misguided information, loss of funds (we were told all the fees we were charged was higher than industry standard! $660 for an appraisal, REALLY?) and waste of time and money, the situation was only made worse when we reached out to [redacted], a terrible customer service manager here, and was told his "team" deserves an "A" for effort and outside vendors caused these problems when in fact, we have hundreds of emails and documents from his "team" apologizing along the way and blaming each other back and forth for their shortcomings. This experience has left a bad taste in our mouth for Truwests' lack of quality customer service and disinterest in making their customers happy and rectifying the situation. Bad move Truwest, this is far from over! STAY AWAY FROM THIS COMPANY when it comes to mortgages!

I contacted Truwest for an auto loan. The initial girl I got asked me some
Preliminary credit questions. I went into great depth on my history and current credit score as I didn't want to risk the points of an inquiry. After disclosing everything to her, she lead me to believe it was only a matter of rate with my history, either a 2.7 or 3.2 therefore I gave her permission to access my credit. She then told me someone would contact me within 24 hours. That never happened!! I called them 48 hours later at which time they declined me based on everything I had already disclosed to them. Initial person you get to inquire for auto loans mislead you to believe you qualify no matter what.

Review: The truck I bought with financing through TruWest Credit Union did not have the right coverage from my Insurance company. Mind you it had full coverage insurance just missing one piece which was a simple mistake on the part of my insurance company. TruWest sent me a letter saying they wanted me to fax them proof of insurance. I misplaced the first letter (Busy with a full time job, part time college, wife two kids)so the next month they sent me another letter. I faxed them the proof of insurance I had and was told everything was taken care of when they called me. The next month I get the letter again so I called my insurance to have them talk directly with TruWest to get this problem resolved. I stayed on the line until my insurance and TruWest were satisfied that the problem was corrected. The next month I get a statement for my truck and $6000.00 had been added to the amount and my payment went from $520.00 to over $1000.00 a month. I call TruWest and they tell me the $6000.00 was added to the loan because I had a lapse in insurance of 157 days, yes 157 days= $6000.00 of past insurance, not future insurance. My insurance company got them to come down on the amount to $3800 for 157 days of past insurance all the while I am being told that the amount is going back to our original deal and my payments would return to normal. Today, 8 months later I find out that none of this is true and I still owe the $3800.00 and have to pay $840.00 dollars a month on my $520.00 budget for the next year to pay it or loose the truck. According to Amber who I just spoke to they would rather repo the truck then take the fee off. Nice doing business with you TruWest.Desired Settlement: Take of the $3800.00 and return my payments back to the amount agreed upon.

Business

Response:

The borrower did not have full insurance coverage, missing one piece. The borrower had only comprehensive coverage and did not place collision coverage until March 2014. The borrower claims his insurance agent erred and we advised that a simple letter from the agent verifying that would suffice. The borrower refused to obtain the letter. We contacted the borrower's insurance agent directly and verified that the collision coverage was not placed until March 22, 2014. Therefore, the borrowers insurance coverage was lapsed from September 28, 2013 through March 22, 2014.

Pursuant to our loan agreement, which the borrower agreed to (the agreement entails more than just the payment amount), the borrower must maintain insurance that covers the vehicle. Since the coverage lapsed, we placed insurance to cover the vehicle, again pursuant to our loan agreement. The borrower must pay for that insurance.

Sincerely,

VP, Risk management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

TruWest credit union must not realize that comprehensive coverage is insurance, because I sure was paying for it every month. Not having Collision was a mistake by my insurance company. I did not tell them to leave it off so obviously it was a mistake on their part. I did not refuse to obtain a letter, my insurance will not put it in writing. TruWest did not initially make contact with my insurance, I put my insurance in contact with them. This was done after months of letters being sent to me by TruWest credit union and me calling TruWest credit union to find out what the problem was. When I spoke with the employees of TruWest on the phone after receiving the letter to contact them they told me to fax proof of insurance, which I did and continued to receive letters. After receiving another letter I would call TruWest credit union and they would tell me to fax proof of insurance. When I told them I did they told me to disregard the letter the problem was fixed then. Then I would receive another letter the following month. After three months of this "I" called my insurance agent to have her call TruWest credit union to try and figure out what the problem with the insurance was. The next month statement is when the $6000.00 was added to my loan and my monthly payment doubled to over $1000.00 a month. At this point I feel TruWest credit union saw an opportunity to make more money off of me and the reason I sent in this complaint. TruWest calls this fee "Insurance" but when I spoke to Amber and asked since I had already been charged insurance, could I drop the insurance with my company to offset the added amount, she said no I would be charged another $6000.00. This does not sound like insurance but a loophole for profit or punishment. All of this could have been fixed early on if TreWest credit union employees had been able to tell me exactly what the problem was. I would also like to ask how is it that I pay $1200.00 a year for Collision and Comprehensive insurance on this truck now, but you charged me $1000.00 a month for Collision? also what kind of "Insurance" covers a period of time that has already passed. As stated earlier the reason for this complaint is I feel that TruWest credit union is ripping me off and I will not be satisfied until the rest of the money $3800.00 is taken off of my account and my payment returned to what we had agreed upon when I bought the truck. I was making all of my payment as agreed upon and feel like I have done nothing wrong to be treated like this.

Regards,

Business

Response:

The borrower refuses to understand that he did not have full insurance - comprehensive does not protect the car. He also refuses to accept any responsibility for this, repeatedly blaming his agent. We have had instances where an agent makes a mistake and they acknowledge the mistake. In this case, the agent has refuese to do so, which indicates the mistake was the borrowers. The insurance lapsed, we were forced to provide coverage. The borrower, per his contract, must pay for that coverage.

I understand, we took a responsibility to make payments in a timely manner, HOWEVER sometimes we just can't. There is NO reason that this company should call my husband's ex-wife to track me down. Is this legal?!? And where on earth are they searching to where her name would pop up? They call my work and are extremely rude to the receptionist. Why?!? Get another job is you hate life to be mean to people who have done nothing. This means you Lupe!!! I can't wait to finish this loan. Never again will I deal with them.

Review: This credit union opened a debit and credit card for me without me signing the application. Because I said I was interested in learning more the credit union assumed I wanted to apply without my signature.Desired Settlement: Compensation for pulling my credit without my authorization, also compensation for the time I had to wait in the credit union to close the accounts I never opened.

Business

Response:

On August 24, 2013 (Saturday) at 12:45, Mr. [redacted] came to a branch. He was referred by his wife, seeking to recieve $50 for a refer a friend campaign. Unfortunately, during the application process, Mr. [redacted] failed one of the regualtory required screening tests, in this case, an OFAC review and was referred to another department for approval. Mr. [redacted] was told we could not open the account and would need to get an approval on Monday to proceed in opening his account and applying for his Visa

card (which they discussed). Mr. [redacted] was further advised that if she gets the approval she will have everything ready for him to come in and sign the application and make the initial deposit on Monday. Mr. [redacted] provided all personal information for his Visa application. Mr. [redacted] said he would come in and sign the application on Monday after his first day on a new job.

Once the account was approved, we left several messages for Mr. [redacted] but he never responded. Eventually, we closed out the account because Mr. [redacted] never returned our phone calls.

Based on the above, we had a permissible business purpose to pull Mr. [redacted]'s credit report.

Sincerely,

VP, Risk Management