Turn Key Service Tech, Inc.

Please see attached...Thank you!

February 24,
Mr*** ***
*** *** *** ***
Great Falls, Montana
Dear Mr***:
On February 15, 2017, Golden
Credit Union received
the letter you filed with
the RevDex.com
and it has been forwarded
to me for review and responseIn your letter, you stated you have a
negative checking
account balance that was
closed
by
the Credit UnionYou attempted to make payments over the phone to pay the negative balance, but the Credit Union refused those payments; and, you could not comply with the Credit
Union’s request for
a certified
check
On November 15, 2016,
Capital
One presented two electronic debits on your behalf totaling $Both electronic debits were returned
due
to insufficient fundsThe available balance in your checking account at
the time of the electronic debits was $The Credit Union charged
your checking account $for each
occurrence for a total of $As
a matter of policy, the Credit
Union does not accept check-by-phone payments for
checking accounts with negative balances
The Credit Union requires certified
funds or
cash to remedy a checking account with a negative balance
As a one-time courtesy, the Credit Union has forgiven the $in fees
If you have questions or require further
clarification regarding this matter, please do not hesitate to contact
me
directly
Respectfully,
*** ***
Manager, Member Care
Loss Mitigation
E-mail: ***@golden1.com Telephone:
***

Dear Ms***,
We received your complaint
from the Revdex.com on March 2, 2018.
To summarize, you state
you have had issues with share branch transactions for months, beginning in
October, 2017, when trying to purchase a cashier’s checkIn
addition, you have
attempted to get information from Golden regarding the issue but have not
been able to receive a response
Golden has researched
your complaint and it appears that this is an isolated issue with your account
as it relates to cashier checksWe are currently working with *** *** *** and *** *** *** *** to resolve this issueIn the
meantime, per our phone conversation on March 6, 2018, we will issue your cashier
checks from our back office department as needed until the issue with your
account is resolvedAny cashier checks you request during this period will be overnighted
to your attention at no charge and require your signature to ensure the security
of your account
Thank you for bringing
this matter to our attentionWe apologize for any frustration or inconvenience
this matter may have caused
Should you have
additional questions or concerns, please feel free to contact, *** ***,
Deposit Account Servicing Manager directly at ***
Sincerely,
*** ***
Senior Vice President, Service Operations
Golden Credit Union

This response provides a status update on a situation the Credit Union is already aware of and working on to resolve

March
20,
*** ***
*** *** **
*** ** ***
Dear
Mr***,
Thank you for contacting Golden on March 19, 2018, with your concern about the
change in your credit card interest rate
To summarize, you do
not
believe Golden can change the Annual Percentage Rate (APR) of your credit
card to a variable rate, and you do not want your rate to changeGolden is
continually evaluating our products and services to ensure they meet the needs
of our members, while also allowing us to maintain the financial strength and
security of the credit unionIn response to changing market conditions, Golden
has decided to convert our credit cards to a variable rate structureThis
change will align Golden with the industry standard and is permissible with
advance notice to you, outlining the change, the effective date, and your right
to opt out of the new terms by closing your account
Golden is committed to
providing competitive product options for our members and we look forward to
continuing to serve youAs indicated in the notice you received, any balances
on your account prior to the new variable rate’s effective date will continue
to be protected at your current interest rateYou also have the right to opt
out of the new terms, by closing your account prior to the change in terms
effective dateAs of the effective date, all new transactions on the account
are subject to the new terms
If you require additional
information or would like to opt out of the new terms call us at *** *
(***)
Thank
you for bringing your concerns to our attention.
Sincerely,
*** ***
Senior
Vice President, Service Operations
Golden
Credit Union

*** *** ***
*** ***
*** ** *** ***
*** ** *** Dear Mr*** I am writing in response to your correspondence with the Revdex.com regarding wire transfersYour correspondence was forwarded to the credit union on November 9, for response and
resolutionFrom your letter, I understand you were trying to send wire transfers to EcuadorWe periodically review international wire transfer requirements in an attempt to add additional countries to our offered country list. We are currently in process of reviewing current requirements and will take Ecuador into consideration. If it is determined that Ecuador can now be added to our offered country list, we will contact you to let you know. Please be aware that all wire transfer requests must be made at a Golden Credit Union branchWe genuinely appreciate you taking the time to share your thoughts and concerns regarding your accountWe strive to provide our members with quality serviceWe apologize for the inconvenience you experienced and value your membership. Sincerely, *** ***
*** *** *** ***

November 25, 2015*** * ***
*** ** *** ***
*** ** ***Dear Ms***,I am writing in response to the complaint that you filed with the RevDex.com on
November 13, regarding your ChexSystems record. There have been no changes in our position since
the response that we sent to you regarding your complaint filed with the
Department of Oversight on May 27, 2015. We have attached a copy of that response for your records.Sincerely,*** ***Manager, Fraud ManagementEnclosures

August 4,
*** ** ***
*** *** *** ***
*** ** ***
Dear Mr***,
Your
recent comments to the Revdex.com have been forwarded to me for
review and response. Member comments
such as yours allow us the
opportunity to evaluate the level of service that is
being provided across our organization. We
apologize that your loan payment was not corrected as was guaranteed by an
employee in our Member Service Contact Center
After
review of the situation, the payment was applied to your home mortgage because
the ATM card used was for the account where your mortgage is housed, and the
option selected was to apply the payment to your mortgage. Our ATMs do not offer the ability to make
credit card payments. Credit card
payments must be made by mail, in a branch, or if using funds already on deposit
you can request to make the payment by phone or through Online Banking
Once
you noticed the payment was not applied and contacted us to resolve we
apologize that the Contact Center employee assisting you did not correct the
payment as promised. Our approach to
excellent member service is for an individual employee to take ownership of an
issue and see it through to correction, so it is disheartening to hear that she
did not practice this principle. As
requested, the payment has been reversed from your mortgage and correctly
applied to your credit card effective July 12th, the date the
payment was deposited in the ATM. Your
comments have also been provided to our Member Service Contact Center
Management team so they may address this situation directly with the employee
involved; additional training and coaching will be provided as needed
Once
again, thank you for bringing your concerns to our attention and we apologize
for the delay in correcting the payment.
We value your longstanding membership and look forward to exceeding your
service expectations during future interactions
Sincerely,
*** *** | Channel Administration
Golden
Credit Union
E ***

August
10,
*** **
*** *** *** ***
*** *** ** ***
Dear
Ms**,
We received your correspondence from the
Revdex.com dated August 4, regarding your overdrawn accountI
have been asked to
conduct the research and respond to your concerns
From your letter, we understand you are writing
in regards to your checking account being closed and reported to ***
A review of your account revealed the
following information:
On
May 13, 2016, an ACH transaction from *** *** in the amount
of $ debited your accountCourtesy Pay was used and fee of $was
assessed.On
June 14, 2016, an ACH transaction from *** *** in the amount
of $ attempted to debit your account and an ACH insufficient funds fee of
$was assessed to your accountOn
June 20, 2016, an ACH transaction from *** *** in the amount
of $ attempted to debit your account a second time and an ACH
insufficient funds fee of $was assessed to your account.On
June 21, 2016, check number *** attempted to clear your account and an Share
Draft insufficient funds fee of $was assessed to your accountOn
June 24, a stop payment was placed on check number *** and a $stop
payment fee was charged to your account
As a one-time courtesy to you, we have reversed
the insufficient funds fee of $and the stop payment fee of $Once the
remaining amount owed of $has been paid, we will reopen your checking
account and remove you from ***
We recognize that you have many choices when it
comes to financial services and we appreciate your decision to place your
business and your trust with Golden
Sincerely,
*** ***
Vice
President, Account Services

February
23,
*** ***
*** *** ***
*** *** ** ***
Dear
Ms*** ***:
We
received your complaint filed with the Revdex.com on February 17,
In
summary, you state your most recent
vehicle loan payment was returned without
explanation, and you are concerned this action will negatively impact your
credit scoreIn addition, you maintain branch locations will only accept cash
payments, although you have been advised payments can also be made via
***You ask that the Credit Union accept your February payment,
and waive any associated fees
Review
of your account confirm the vehicle was due for repossession on or around
November 21, 2017. The account was
reinstated on or around November 24, 2017.
The Credit Union rejected your February payment in error, as we
failed to remove the account restrictionThe error has been corrected and all
restrictions removedAny late fees associated with this error will be
reversed
Thank
you for bringing your concerns to our attentionWe apologize for any
inconvenience this error has causedIf you need further assistance regarding
this matter, please do not hesitate to contact me.
Respectfully,
*** ***
Manager Member Care Support
Golden Credit Union
***

Dear Mr***,
We received your
complaint filed with the Revdex.com, on December 1,
To summarize, you are
upset that Golden charged interest for a balance transfer to your Golden
credit card before *** *** received and paid off your
credit cardFurthermore,
you state that your attempts to resolve your complaint were unsuccessful.
When a balance transfer
is processed, the requested amount is advanced from the Golden credit card
and is then mailed by check to pay off the balance at the institution(s)
indicated on the Balance Transfer Authorization formOur Platinum Rewards Credit
Card Agreement states that interest is applied to the transfer amount starting
on the transaction date for balance transfersIn addition, the Balance
Transfer Authorization discloses the timing of the transfer and that Golden
is not responsible for any finance charges, fees, or penalties billed to you
for the accounts listed on the formI understand you have been working with Mr
***, Manager at our CSU office, concerning this matter. As a one-time courtesy, he credited $to
your account, which is the amount of interest you were charged while waiting for
the completion of the transfer.
Golden has concluded
that the interest charged to your Golden credit card was in accordance with
the signed Balance Transfer Authorization formThis information can also be
found in our Platinum Rewards Credit Card Agreement in section on page in
the section titled “Annual Percentage Rates an Interest Charges.” Thank you for bringing your concerns to our
attention

May
31,
*** ***
*** *** ***
*** *** ** ***
Re:
Service Issue
Mr
***,
We received your complaint dated May 24, 2016, that was
filed with the Revdex.com regarding the service you
received during
your home loan application process. I
would first like to apologize for the experience you encountered outlined in
your letter. Your feedback is greatly
appreciated as it helps us to improve on the service we provide to our
members.
Per our conversation, you stated that you might be
interested in a counter-offer. For us to
consider the counter-offer you must re-apply due to the previous loan
application has now expired. If you do
choose to apply you can contact me directly at ***. I will personally handle your application to
ensure that you are taking care of and receive the service you expect
Thank you again for sharing your concerns and suggestions on
how we can better serve our members and I hope that we can continue to serve
you for all of your financial needs in the future
Sincerely,
*** ***Manager,
Home Loans Equity

I am rejecting this response because: Attached is a copy of the check for $6,000.00, that GOLDEN ON didn't verify funds availability prior to the STOP PAYMENT September 7, As result with respect to GOLDEN ONE's policy requiring ONLY a $release of funds upon verification of any check that exceeds $5,or more.December 6, 2016Ms ***:The facts are as follows: A share account is the same as a savings accountIt is distinguished by the suffix A checking account is different from a savings account It is distinguished by the suffix 9, and is used for all transactions, whereas a savings account is not used for all transactions. The $6,check was not deposited into a savings accountIt was deposited into a checking account which has since been closedThis means that you have taken funds from my personal savings account and posted them to a closed checking account. The $6,check was not a personal checkIt was a payroll check written by an employer for wage compensation The check was not returnedThe employer placed a stop payment on the checkThis situation is clearly no fault of the account owner Therefore, the account owner should not be prosecuted for someone else's illegal business practices. If the CREDIT UNION had followed it's policy for placing an extended hold on check deposits over $5,000.00, the affected checking account would not have resulted in a negative balanceThe CREDIT UNION is not only penalizing the account owner for the illegal business practices of someone else, but the account owner is also a victim of the CREDIT UNION'S failed check cashing policy for checks written over $5,000.00. The $6,check was not an instrument of a loan agreement It was a payroll check issued by an employer for the payment of wages, which the CREDIT UNION failed to verify the availability of funds In reference to my personal account #***, I do not have a loan with the CREDIT UNIONI have a Golden One Visa Credit CardThe credit card was current and in good standing before you took the funds from my savings account which was to be used for payment on the credit cardInstead, you posted the funds to a closed checking account. The illegal practices of the business owner who wrote the $6,check and, as a result of the CREDIT UNION'S negligence to enforce a check cashing policy that is to verify the availability of funds for checks over $5,has caused the account owner(s) undue hardship and personal damage As such, penalties and damages imposed by the CREDIT UNION upon the account owner(s) must be reversed at this time.Please advise. *** ***

I am rejecting this response because:I do not accept your response as I said I have statement and have made deposits which should have been subtractedHere is a copy proof of the response from Goldenregarding this checking accountEven though I dont agree with owing a balance of im willing to pay that to have my name cleared and removed from chex systemsif you agree please let me knowI have taken a picture of the message and included it

Good morning, We received notification for this complaint on 12/11/2016. The notice in the secure site states it is the SECOND NOTICE. We were not in receipt of the first notification for 12/1/via email to know that the complaint was waiting in the Revdex.com portal. Please allow
us an extension as we work diligently to get a response out to the consumer. Thank you,*** *** *** *** I Member Correspondence I Corporate ComplianceGolden Credit UnionT (916) 732-x2749E [email protected] ***@golden1.comWgolden1.com

August 15,
*** ** ***
*** ** *** **
***, CA ***
Re: Account XXXX***
Dear *** ** ***,
I am writing in response to your
correspondence with the Revdex.com regarding your
ATM deposit made
on August 01, Your correspondence
was forwarded to the Credit Union on August 2016, for response and resolution
Your ATM deposit of $3,was deposited on
August 01, after 3pmOn August 02, the deposit was reviewed and
reversed out due to it being a third party checkI understand you called our Contact Center
after not being able to access the funds and you were misinformed about the
whereabouts of the checkIt is Golden 1’s policy to not accept third party
checks through the ATM and in most cases in person at a branch. There are times a branch manager may make an
exception by validating identification at a branch
We have reversed three Courtesy Pay fees for
$82.50, which have been credited to your accountPlease provide a statement for any outside
fees you may have incurred with your creditorsYou can send the statement(s)
to the attention of *** ***, Supervisor of Deposit ProcessingHis contact
information is *** or ***. If you need to fax the statement(s), the
number is ***Once we receive your statement(s) we will review your
account and provide letter(s) for each creditor that was affected by this
transaction
We genuinely appreciate you taking the time
to share your thoughts and concerns regarding your experience. We apologize for the inconvenience you
experienced and value your membership
Sincerely,
*** ***
VP,
Account Servicing

Dear *** *** *** We are in receipt of the letter you sent to the Revdex.comIn your letter you state your automatic monthly payments from Chase malfunctioned, which caused your account to become days past dueYou also noted that you were not notified by Golden Your
concern was the potential negative impact to your credit report had your account become days past dueYour online statement, closing date May 25, 2016, indicated the past due amount of $and a minimum payment of $dueAnytime the past due amount is not paid before the payment due date, the account maybe reported to the credit bureausWhile Golden does not send email notifications, it does make collection calls prior to accounts becoming days past dueIn your instance, the call had not yet occurredWe do appreciate your business, and as a courtesy Golden Credit Union will honor your request to return the late fee of $The credit will reflect on you July 25th statementIf you have any further questions please contact me at 877-465-3361x *** Sincerely, *** *** Member Care Manager The Golden Credit Union

June
7,
*** ***
*** *** ***
*** ** ***
*
Dear
Ms
***,
Thank you for taking the time to contact the
Credit Union with concerns about your accountMember comments such as yours
allow us the opportunity to evaluate the level of service provided across the
organization
I am writing in response to your correspondence
with the Revdex.com regarding your overdrawn accountYour
correspondence was forwarded to the credit union on June 3, for response
and resolution
From your correspondence, we understand you
are inquiring about the Courtesy Pay fees assessed to your account and the lack
of assistance you received when calling into our Member Service Contact Center
We sincerely
apologize for the service you receivedAs a one-time accommodation, we
reversed $for Courtesy Pay fees you incurred from May 17th,
2016, to May 31st, As of June 7,
your account has a positive balance of $ 21.00.
If you have questions about how the Courtesy Pay Program works, please
contact *** *** at ***
We genuinely
appreciate you taking the time to share your thoughts and concerns regarding
your accountWe strive to provide our members with quality serviceWe
apologize for the inconvenience you experienced and value your membershipMembers
comments such as yours, allow us the opportunity to evaluate the level of
service provided across the organization.
Sincerely,
*** ***
Vice
President, Account Services

I am rejecting this response because: I was advised by a Golden Member Services member that once I provided documentation that the balance was paid in full, they would request I be removed from Chex Systems due to errorYour calls are monitored and recorded so you will here the representative say that verbatimAlso, I was a victim of identity theft and provided documentation and that the transaction was fraudulentToday I began the process to take legal action due to being in Chex System is a hinder on my financial future and causing me a lot of emotional turmoil and was promised by Golden Member service agent that the matter would be resolved on numerous occassionsIn Golden 1's response, they said they haven't changed their standpoint and have enclosed why, but the enclosure doesn't even state why, it just says they haven't changed their standpoint and doesn't provide an explanation as to why(Which is typical for Golden as they have failed to resolve the issue.)

Please see attached...Thank you