Turn Key Service Tech, Inc.

December 9,
*** * ***
*** ** *** ***
*** ** ***
Dear Ms***,
I am writing in
response to the complaint you filed with the Revdex.com on December
4, regarding your Chexsystem record.
As
per our conversations, I have been able to get more information regarding your
case and the fact that you were a victim of identity theft and when
notifications were sent to you for additional verification or identification,
you had already moved and never received the notices.
As of the date of
this letter I have confirmed that a request to remove you from reporting has
been sent to Chexsystems
If you have any
additional questions please contact the Manager of Fraud Management, *** *** ** *** ***
Sincerely,
*** ***
VP, Account Services

*** *** *** ** *** *** *** *** *** *** *** ** *** ** **
RE: Revdex.com Complaint
Dear ***,
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 for the issues you have experienced over the last year
At Golden 1, the security of our member’s accounts and information is of the utmost importance to usIt is very concerning to hear that someone may have access to your information. In reviewing your account, I see that your online banking password and the book number assigned to your checking were changed previously to prevent any unauthorized access. In addition, a comment is present on your account concerning identity theft directing staff to require that transactions and account modifications be performed in person. We are very sorry that you feel that the *** of our *** branch was unwilling to assist you with opening a separate accountI have discussed your concerns with the *** so she is aware of how her actions were perceived. It was definitely not her intention for you to feel as though she was unwilling to help. If you are still interested in establishing a new account number, the staff at the *** branch office will be happy to help you
To address your concerns regarding fraudulent transactions; I was not able to locate any transactions, or attempted transactions through your account from ***. I confirmed with the *** *** *** *** assisting you, that she has maintained a file of correspondence you sent concerning fraudulent attempts to establish payments through ***. Unfortunately, we are unable to investigate further as there have been no fraudulent transactions attempted or processed on your account with Golden 1. The *** will continue to maintain the file for use in the future if it is neededIn reviewing the correspondence, it appears as though a *** account may exist and that payments through the account were rejected as possible fraud. Since you have never opened a *** account, you may want to contact *** to have the account closed if you have not done so already.
Per your request, I have mailed statement copies to the address we have on file for you so that you can review the activity on this account. We apologize that you feel something is amiss with your account and wish there was something we could do to help; however, at this time we suggest that you speak with the police to report your suspicions. Once again, thank you for bringing your concerns to our attention. Please let the branch know if you locate any fraudulent transactions after reviewing your statements
Sincerely,
*** *** * *** *** *** * *** *** * ***

I am rejecting this response because: Golden has accepted responsibility for their errors in failing to update my personal information on September 6, fo my auto loan, Golden has not removed the adverse reporting information to the credit reporting agencies; they are merely surpressing the adverse information.Futher, Golden failed to addess the issue that their employees refused to accept my auto loan payment on September 30,

I am rejecting this response because: I do not find "your findings to be truthful at all I am requesting a face to face or sit down to listen to these recordings with the victims in this case who were victimize by *** in the Spanish department *** needs to be investigated and watched when he answers phone calls.The long wait we've had to wait to receive an unfit answer , and if you're not a member you can't file a complaint on anybody in golden credit unionSo if I am looking to apply for a loan and I get treated this way ? It doesn't make sense to me that this company can speak to anybody who is not a member in any way they feel like it .*** knows what he said and why he said it to my mother my self and my uncle . I view this as discrimination , racism and unprofessional

I am rejecting this response because: Golden has admitted to erroneously transferring my individual auto loan which was attached to an individual savings account to a joint account. This error resulted in Golden 1 employees giving me misinformation along with a printout as they explained to me the loan was paid in full. See Attachment As a consumer, I rely on Golden staff to correctly read and interpret their own paperwork and dissimilate it to me. This was not done in this case. Further, I have a right to be notified in writing if my account is in default. Golden also erroneously failed to update my personal information on September 6, 2016, when I opened the individual savings as I have moved from my previous address. Only on December 30, 2016, when I went into the branch did Ms*** updated my address. January 6, 2017, I received a statement at my new address regarding my auto loan. Ms*** states it is "unclear" how an employee could have missed that the loan was transferred, however, that it is exactly why I am filing this dispute due to an error on their part.Further, video surveillance will show that on September 30, I was at the teller window attempting to pay my auto loan. Golden refused my payment. The surveillance will show the teller along with the Operations Manager give me their printout, and explanations being given. When I was told the loan was paid in full, I thought my husband had paid off the loan as he had liquidated several accounts and paid off credit cards in full. I had no way to verify this information with my husband as we do not reside together. In addition, Golden did not perform due diligence in performing their duties, as I received a phone call on December 27, from the collections department regarding my auto loan. Why was I not contacted via telephone at days past due or days past due? Ms*** says she reviewed my auto loan history. It shows that since I opened the account in 2014, I have not missed any payments. My credit score was over which is not a result of not paying my bills.Because Golden made numerous errors to my auto loan account and my individual account, inaccurate information has been reported to the credit reporting bureaus and late fees assessed

July 20, *** *** *** * *** *** ** *** Dear *** ***, I am writing in response to the compliant that you filed with the Revdex.com (Revdex.com) on July 16, regarding the title and registration on the vehicle in which you have a loan with Golden I wanted
to let you know that we have been diligently working to get this issue resolvedAs you are aware the title that we accepted in good faith did turn out to be alteredWe are working with a Department of Motor Vehicles Investigator as well as contacting the insurance company for the dealership to either get a perfected title/registration or proceeds to pay off the loanWe understand your frustration and are doing our best to get this resolved as quickly as possibleI am very aware of the situation and I am monitoring it closelyIf you have questions about this please feel free to contact me directly at ###-###-####Sincerely, *** *** Manager, Loan Servicing

November 4,
*** ***
*** * *** ***
*** ** ***Dear *** ***,I am writing in response to your correspondence with the Revdex.com regarding the report to ChexSystemsYour correspondence was forwarded to the credit union on November 4, for response and resolution.From your letter, I understand you are inquiring in regards to the reporting of your account to ChexSystemsAs of November 3, you had a deposit in the amount of $from Capitol OneWe recovered $and applied the funds to your owed fees. Unfortunately, we do not delete records with ChexSystems; however, the record was updated as “Paid in Full” status on November 3, This will be reflected by ChexSystems within business days. You have a balance of $remaining in your savings account. These funds are available to you at your convenience. 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 membership. Sincerely,*** ***Vice President, Account Services

Dear *** ***,Thank you for taking the time to contact the Credit Union with concerns about your accountMembercomments such as yours allow us the opportunity to evaluate the level of service provided across theorganization.I am writing in response to your correspondence with the RevDex.com regarding yourrepeated attempt to san automatic payment on your loanYour correspondence was forwarded tothe credit union on July 22, for response and resolution.From your letter, we understand you want your loan payment to automatically be paid upon receipt ofthe transfer of deposited funds made to your savings account each monthYour request has beencompleted.We genuinely appreciate you taking the time to share your thoughts and concerns regarding youraccountWe strive to provide our members with quality service which includes providing products andservices that meet our members’ needs.If I may be of further assistance, please do not hesitate to contact me at ***, or email me at***
***
*** ***
*** *** *** ***

I am rejecting this response because:And still you do NOT Call! I do not call myself - one of you people called me! Have you asked that PERSON HOW THEY DID THAT? Maybe you SHOULD!I have told you what city I am in! But, hey keep playing dumb, it becomes you!And still you ask me to CALL you; and I have told you: International calling is NOT an Option! I am sure that is IN MY FILE! Why do you keep ASKING? Don't you get it, I can NOT call Internationally! It is that simple!Evidently you do NOT keep Good Records Either! In addition to the Lies that you tell!cc -- House File --

December 13, 2016 [redacted]
San Pablo, CA 94806
 
 
RE: Consumer Online Loan Application Form
 
 
Dear Mr. [redacted],
 
This letter is in response to your correspondence to the Revdex.com regarding the...

savings
account requirement and
credit inquiry made as part of a credit card offer recently mailed to you. The
Golden 1 Credit Union definitely appreciates your feedback. It is comments, such as yours, that help the credit union improve its service.
Please rest assured that we take comments
and concerns very seriously
and strive to take prompt corrective action as appropriate.
 
We want to assure you that both the savings account and credit inquiry were not performed arbitrarily and disclosures pertaining to both were included in the letter you received. A sample of the disclosure has been
enclosed for your review. Please see the areas highlighted in reference to the savings account.
 
Golden 1 Credit Union is member owned and as such, we are able to offer our products
and
services with lower interest rates and fees than banks; however, membership
by
means of a savings account with a minimum share deposit is required in order to fulfill the credit card offer.
 
Thank you for bringing your concerns to the credit union’s attention and allowing us the opportunity
to address them. If you have any additional questions related to this matter, please feel free to contact me
directly at (916) 733-5637 and I will be happy to assist further.
 
Respectfully,
 
 
 
 
 
 
[redacted]
Senior Manager, Consumer Direct Lending
 
Enclosure: Sample Pre-Approval Disclosure

Please close complaint ID [redacted]. The issue has been resolved.

March 29, 2017
 
 
 
[redacted]
16 Redbarn Ct
Oakley, CA 94561
 
 
Dear [redacted];
 
On March 20, 2017, we
received your complaint filed with the Revdex.com.  In summary, you feel that our...

representatives
treated you rudely, denied providing account information and failed to transfer
you to a supervisor as requested. Golden 1 strives to provide exceptional
service with every member interaction so we take these allegations
seriously. 
 
We reviewed all call recordings related to your
complaint and we confirmed you were not able to complete the account security questions
for the account, which are used to identify authorized parties on behalf of the
account holder. At that point, neither the representatives with whom you spoke
nor a supervisor were able to discuss the account with you. While we believe
our representatives appropriately handled their communications with you, we
will use this experience as a coaching opportunity to meet our exceptional
service commitment.
 
Should you have any further
questions or concerns regarding this matter please feel free to contact me.
 
 
 
Sincerely,
 
 
 
[redacted]
Manager, Member Care Support
Golden 1 Credit Union
[redacted]

[redacted] [redacted] Dear [redacted], Thank you for taking the time to contact the Credit Union with concerns about your account. Member 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 the report to Chexsystems. Your correspondence was forwarded to the credit union on September 2, 2015 for response and resolution. Upon conclusion of our research regarding the events referenced in your correspondence; we determined the amount reported to ChexSystems was accurate. As of June 5, 2014 your account had an overdrawn balance of $675.14. The account was closed on June 5, 2014 and you were reported to ChexSystems.  We genuinely appreciate you taking the time to share your thoughts and concerns regarding your experience with your checking account.  Sincerely,[redacted]

I had previously addressed my situation to Golden One regarding my auto loan payments. Then, they took out almost 100 dollars from my account for a late fee, then also disenrolled me from courtesy pay program without even any warning only a letter. I had a bill to pay and it was returned. So now my...

balance is not in good standing. Full refund of the 93 dollars and 29.50 so my account is in good standing.

June 13, 2017
 
[redacted]
[redacted]
Victorville, CA 92394
 
 
Dear [redacted];   
 
Thank you for taking the time to contact the Credit Union concerning a
credit inquiry submitted by Golden 1 Credit Union. ...

Comments such as yours allow us the
opportunity to evaluate the level of service that is being provided across our
organization.
 
Research conducted shows a request for credit on the following dates:
 
05/31/2017
Golden 1 Credit Union over the phone loan application.05/31/2017
Golden 1 Credit Union over the phone loan application.06/01/2017
at Valley Hi Kia for an Auto Loan.06/01/2017
at Valley Hi Kia for an Auto Loan.
 
After a thorough evaluation of your application history, we have
determined that our inquiry complied with the permissible purpose provisions of
the Fair Credit Reporting Act as it was in connection with the above mentioned
request to extend credit.  We confirmed
that permission to pull credit was obtained at the time of application. 
 
Due to this confirmation, the inquiry will remain on your credit
report.  Thank you for bringing your
concern(s) to our attention and we look forward to assisting you in the future
with your financial needs.
 
 
 
Sincerely,
 
 
 
[redacted]
Dealer Services Fulfillment
Manager

I am rejecting this response because: I didn't say a mobile deposit from ACH opened my account, I said I did not make mobile deposit of $1186.10 on Sept. 22, 2015. I was advised by one of your tellers that a deposit reopened my account. The deposit of $1186.10 was made by Cash Net. There was no check deposited for$1186.10, by my mobile phone on Sept.22, 2015. Cash Net directly deposited the $1186.10. My cell [redacted], thank you [redacted]

Dear Ms. [redacted],I am writing in response to your correspondence with the Revdex.com regarding the automobile loan for your 2012 Jeep Liberty. Your correspondence was forwarded to the Credit Union today for response and resolution.Please accept this letter as confirmation of a conversation...

you had with [redacted]. The playoff check in the amount of $14,269.69 from [redacted] was received yesterday and the loan is now paid in full.There seems to have been a delay between when you paid off your loan at the end of November and when [redacted] sent the payoff funds to Golden 1. As a result of this situation, our Member Care Team reached out to you to make sure you were aware the November 25. 2015 payment was still outstanding.We have also reviewed your account to ensure no negative information has been or will be reported to the major reporting agencies as a result of this circumstance. Your account has been updated to reflect current and paid full.I apologize for any inconvenience this has caused you. Thank you for bringing your concern(s) to our attention and we look forward to assisting you in the future with your financial need.Sincerely,[redacted]Senior Manager, Deposit Account Servicing

December 21, 2016
 
[redacted]
[redacted]
San Pablo, Ca 94806
 
RE: Conversation Summary
 
Dear Mr. C[redacted],
 
This letter is to summarize our telephone
conversation that took place today, December 20, 2016. Golden 1 Credit Union
appreciates your feedback, which helps the credit union improve its service.
 
As promised in our conversation, I have
enclosed a copy of the pre-approval letter that was previously provided to you.
The disclosures pertaining to the savings account and credit inquiry are
located on page 2 of the letter. We do, however, acknowledge and understand
that you did not intend to open a savings account or have your credit pulled.
In an effort to exhibit our commitment to service excellence, we agree to have
the credit inquiry removed from your credit report. I have submitted the
request to the appropriate department and will contact you via telephone once
the request has been completed.
 
Thank
you for bringing your concerns to the credit union’s attention and allowing us
the opportunity to address them. If you have any additional questions related
to this matter, please feel free to contact me directly at [redacted].
 
Respectfully,
 
 
 
 
[redacted]
Manager, Consumer Direct Lending
 
Enclosure: Pre-approval Letter

January
29, 2018
 
[redacted]
 
 
 
Dear
Mr. [redacted],
 
We received your complaint filed with the RevDex.com on January 22, 2018.
 
In summary, you have...

concerns regarding not
having access to your checking account and your inability to make deposits via ATM.
You are requesting that Golden 1 reverse the fees assessed and reopen your checking
account.
 
Our records indicate a deposit for $18.55 was
made via an ATM on November 14, 2017. This deposit was returned unpaid, on
November 16, 2017. When a deposited item is returned, the Credit Union restricts
the ability to make deposits at an ATM.
 
Our research concluded you received a total of $371.25
in Courtesy Pay Fee reversals on August 30, 2016. This was a member
accommodation made by our Member Service Contact Center. Golden 1 does not
assess Courtesy Pay fees for any transaction $5.00 or less, and limits the
number of fees assessed to six per day. The Courtesy Pay Program is disclosed within
the Credit Union’s Disclosure of Account Information, as well as the Fee Schedule.
In addition, Golden 1 sends a notice for each occurrence of Courtesy Pay usage.
Generally, Golden 1 does not reimburse fees assessed to an account unless they
were the result of a Credit Union error. As a result, additional fees will not
be reimbursed at this time.
 
Since the balance was negative for a period of 45
days, the account was closed. As of January 24, 2018, the total amount owed is
$796.17.
 
We appreciate you taking the time to share your
thoughts and concerns regarding your account. If you require any additional
information or assistance relating to your complaint, please contact [redacted].
 
 
Sincerely,
 


















[redacted]
Senior
Vice President, Service Operations

Dear [redacted]: We are in receipt of the form you recently submitted to the Revdex.com. In your letter, you indicated that Golden 1's AutoPay Service did not place the payments correctly on the scheduled dates. We apologize for any inconvenience you have experienced. Upon review of...

your account, we discovered that the setup for the two credit card payments in question have instructions to pay off the entire balance. Our records indicate that the payments on June 4 and June 9 were instructed to pay the account balance in full, but the AutoPay limit that you established within the bill payment service was lower than what was needed to honor the payments. By setting the AutoPay limit (the maximum about that you authorized the bill payment service to send payments on your behalf), you inadvertently set the maximum amount of the automatic payment to a threshold that was lower than the bills you were attempting to pay. The payment on June 4 was scheduled to pay $3,070.37, but you had an AutoPay limit of $550. Similarly, the payment for June 9 was scheduled to pay $4,689.50, but you had an AutoPay limit of $416. In both of these situations, since the AutoPay limit you created was lower than the "pay entire balance in full” option you selected, both payments were canceled according to your instructions. With both payments, an email notification was delivered to the email address we have for you on file. If the email notifications were not received, please let us know. I apologize for any inconvenience you experienced with your credit card payments. I hope this explanation of how the AutoPay feature operates will prevent any late payments or credit issues in the future. We know you have many choices for your financial services needs and we appreciate that you have chosen Golden 1. Sincerely, [redacted]