Turn Key Service Tech, Inc.

We received your rebuttal letter dated April 18, 2016 which included your request to settle the deficiency balance for 30% and delete the trade line regarding the repossession and sale of your 2007 [redacted] Patriot. Your claim the Notice of Intent to Sell (NOITS) was not received by you because you live in Elk Grove and it was mailed to an address in Galt. The NOITS was mailed to the same post office box address in Galt that you listed as your mailing address on your loan application. The signature of the certified return receipt matches your signature that you submitted with your Revdex.com complaint. As previously stated in our last communication April 15, 2016, the NOITS clearly provided notice that” 1) Golden 1 intended to sell your vehicle, 2) you had a right to redeem prior to the sale deadline and 3) you would be responsible for any remaining deficiency amount. Golden 1 certified your account is being reported correctly to the credit bureaus. Further, the credit union is required to report accurately to the credit bureaus, so it cannot delete the trade line as requested. Golden 1 is willing to accept your offer to settle the deficiency balance of $8,475 for 30% or $2,542.50. This amount must be received by May 6, 2016. Once payment is received and posted to the amount, we will update the trade line to reflect a settlement on the amount.The handling of your account is consistent with our policies and all regulatory requirements, if I may be of any further, please do not hesitate to contact me. Sincerely, [redacted]Manager Member Care SupportGolden 1 Credit Union[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that   this resolution is satisfactory to me.  I feel that the first time I was put through the person did not listen and was short and I felt cut off during the course of the conversation. In the near future, it would be helpful to provide some additional training on certain aspects of customer service over the phone.[redacted]

February
1, 2017
 
 
Mr. [redacted]
Ms. [redacted]
2000 Offshore Street
Oxnard, CA  93035-1627
 
 
Dear Mr. [redacted] and Ms. [redacted]:
 
Golden 1 Credit Union is in receipt of your letter dated January 26,
2017 regarding a payment...

dispute.  You
state the Credit Union damaged your credit because you made all of your
scheduled payments and it failed to respond to your inquiries or provide copies
of statements.
 
On February 1, 2017, we spoke over the phone of which I sincerely apologized
for the Credit Unions delayed response to your inquiries.  As a summary of our conversation as it related
to your credit report, your financial institution returned multiple payments,
which caused your loan to become past due. 
A summary of those transactions follows below:
 
September 2016 payment received September 2,
2016 and returned October 4, 2016; October 2016 payment received September 12,
2016 and returned October 17, 2016;November 2016 partial payment received November
18, 2016 and returned on November 30, 2016;December 2016 payment received December 28,
2016 and returned January 12, 2017. The Credit Union received replacement funds for the aforementioned
payments on the following dates: 
September 2016 payment replaced on October 3,
2016;October 2016 payment replaced on December 5,
2016;November 2016 payment replaced on December
23, 2016;December 2016 payment replaced on January 18,
2017;A partial payment of $80.00 credited to your
account on January 18, 2017.   Because of the above payment postings, the Credit Union reported a
thirty day late for November 2016. I have enclosed the statements you
requested. If I may be of further assistance, please feel free to contact me. Regards,  
[redacted] Marble-Stallworth,
Manager-Member Care
Golden 1 Credit Union
T  [redacted]
F  [redacted]
E 
[redacted]
W  Golden1.com

Please see attached rebuttal response.

[redacted] Dear [redacted], I am writing in response to your correspondence with the Revdex.com regarding your overdrawn account. Your correspondence was forwarded to the Credit Union on September 28, 2015 for response and...

resolution. From your correspondence, I understand you are inquiring in regards to your account being reopened and is now overdrawn. As of October 2, 2015, your account is overdrawn $1,126.14. On September 25, 2015, your account was reopened due to the receipt of an ACH credit in the amount of $34.98 from [redacted]. There was also a check returned on this date for insufficient funds from a mobile deposit you made on September 22, 2015. The amount of the check was $1,186.10, which was debited from your account along with a $10.00 returned deposit fee. This transaction would have occurred regardless of the reopening of your account from the transaction above. There have been a few subsequent transactions on your account, including another ACH credit for $34.98 from [redacted]. There were two ACH debit transactions and a check ([redacted]) that were returned due to insufficient funds in your account, and each were assessed a $27.50 fee. As a courtesy, we have reversed these fees for a total of $82.50. 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. Sincerely, [redacted] Vice President, Account Services

March
28, 2018
 
[redacted] [redacted]
 
Dear
Mr. [redacted],
 
We received your complaint filed with the RevDex.com on March 23, 2018.
 
In summary, you indicate Golden 1 has refused
your...

requests for Overdraft Protection, which has caused over $800.00 in Courtesy
Pay and Insufficient Funds fees to be assessed to your account. In addition, you
state fees were assessed for transactions posting to your account prior to the
posting of your direct deposit.
 
Review of your account confirms the direct
deposit you receive bi-weekly is posted to your account one day earlier than
the effective date of your payroll. Golden 1 posts credits and debits to member’s
accounts as they are received by the Federal Reserve Bank. If your account does
not have sufficient funds at the time a debit transaction posts, a fee will be
assessed.
 
Golden 1 generally does not reimburse fees
unless there was an error caused by the Credit Union. Your account history
shows a member accommodation was granted, and a Courtesy Pay fee of $29.50 posting
November 22, 2016 was reversed. Golden 1’s Courtesy Pay program does not assess
fees for transactions presented for less than $5.01; however, transactions over
this amount are assessed a fee with a maximum of six (6) fees charged per day.
 
The Courtesy Pay Program is an overdraft
protection program that covers Checks and ACH transactions, and if elected,
Every Day Debit Transactions. If you would like to opt-out of the Courtesy Pay
program, please visit one of branches or call our Member Service Contact Center
at [redacted].
 
We appreciate you taking the time to share your
thoughts and concerns regarding your account. 
If you need any additional information or assistance relating to your
complaint, please
contact [redacted] at
[redacted].
 
 
Sincerely,
 


















 
[redacted],
Senior
Vice President, Service Operations

February
16, 2016
[redacted]                
[redacted] [redacted]...

[redacted]
 
 
Dear Ms. [redacted],
I am writing in
response to your correspondence with the Revdex.com, dated February
12, 2016, regarding a hold placed on your account. 
On January 22, 2016
you deposited a counterfeit cashier’s check in the amount of $911.00 via mobile
deposit, which you subsequently withdrew. 
The check was returned as altered/fictitious on January 27, 2016
bringing your account negative -$915.03. 
The direct deposit you refer to was offset to eliminate the negative
balance.  You have a balance of -$1.11
due to the Credit Union.
Your accounts are not
currently restricted; however, further fraudulent activity could result in
account closure.
Sincerely,
 


















[redacted]
Vice President,
Account Services
Golden 1 Credit
Union

September 6, 2016
 
[redacted]
 
 
 
Dear
Mr. [redacted],
 
 
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 you have been met with such difficulty while attempting to
transfer funds between your accounts.
 
When an
External Transfer is initiated, the funds are withdrawn from Golden 1 and
transmitted electronically through an Automated Clearing House (ACH) system to
the receiving institution.  Transfers
performed through the External Transfer service take approximately 3 business
days to complete.  I have reviewed your
current external transfer request and confirmed that the funds were deposited
into your account at [redacted] today, September 6th.   The transfer you requested on August 31st
was initiated on Thursday, September 1st at which time the funds
were withdrawn from your account. 
Transfers scheduled on Wednesday are normally deposited the following
Monday, but since Monday was a holiday, the transfer was scheduled to deposit
on Tuesday.  Your other institution will
not reflect the transfer until the funds are received.
 
While
researching this complaint, I found that transfers through our External
Transfer service used to take up to 5 business days to complete; however, our
service was upgraded in May and the transfer timeframe was reduced to 3
business days.  It is truly disheartening
that none of the employees assisting you by phone could provide you with the
correct timeframe.  I have shared your
comments with our Member Service Contact Center Management team so they are
aware of your experience.  They will
address your interactions directly with the employees involved; additional
training and coaching will be provided as needed.
 
To
address your desired settlement; unfortunately, we are not able to cancel a
transfer while the funds are in transit. 
Once the transfer is complete, the funds can be recalled and returned to
your account within 3 business days.  If
you would like to proceed with this course of action, please contact us at
[redacted].  I have noted your account
with information concerning this request to direct staff appropriately. 
 
Once
again, thank you for bringing your concerns to our attention and we apologize
for any frustration or inconvenience this situation may have caused.  We value your membership and look forward to
exceeding your service expectations during future interactions.
 
Sincerely,
 
 
[redacted] | Channel Administration
Golden 1 Credit Union

Please see attached-Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I appreciate you all finally looking into this as this ha caused my life hell and ruined my credit. You are now doing what you should have done in the first place. I do not look forward to ever doing business with golden 1 against you all have horrible customer service associates and it should not take me going to the Revdex.com to make it better as I customer if I call and [redacted] you should have handled it in October . We are now in May and I have horrible credit. Thanks to the Revdex.com for all your help I so appreciate you guys !

December
15, 2015
[redacted]       
[redacted]
Revdex.com
Complaint ID: [redacted]
Dear Ms.
[redacted], 
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 you were met with such difficulty when attempting to
obtain funds from your Line or Credit.
In
accordance with State and Federal Regulations, the payee on a Cashier’s Check
is entitled to the funds within the first 90 days.  We do not process stop payments within this
timeframe as we are required to negotiate the item if presented.  With that said, an exception may be authorized
within certain guidelines to process a refund within 90 days of issuance, and
assume the risk of the item being cashed before it is eligible for stop payment.  I understand that you have been in contact
with one of the Support Representatives in our Member Service Contact Center who
is assisting with the resolution of this issue. 
Per your conversation, a Declaration of Loss has been mailed to the
address listed on your account, which must be signed by you before the refund
request may be processed.  Once the
signed form is returned, we will refund the check amount back to your Line of
Credit.  As a courtesy due to your
longstanding membership, the fee will not be charged to process this stop
payment as previously disclosed.
Once
again, thank you for bringing your concerns to our attention and we apologize
for any frustration or inconvenience this matter may have caused. We value your membership and look forward to
exceeding your service expectations during future interactions.
Sincerely,
[redacted] [redacted] [redacted]
*  [redacted]
Federally insured  by NCUA.

Dear Ms. [redacted]:I am responding to your letter dated December 27, 2016 regarding Golden 1 Credit Union offsetting $300.00 from your checking account due to a returned check in the amount of $6,000.00.As per your membership agreement, Golden 1 had the right to...

offset funds when your joint account became negative. Per our records, you had multiple conversations with one of our managers and received email responses from her that addressed this concern.Unfortunately, Golden 1 Credit Union will not refund the $300.00 that was offset. As a joint account holder you are responsible for any remaining negative balance. As of January 10, 2017, your shares account ending in 3436 is still reflecting a negative balance of of $2,047.16.If you have any additional questions please do not hesitate to contact us.Sincerely,My [redacted]Member Care Manager

I am rejecting this response because: I don't believe this explanation is an accurate description of how the online payment system is supposed to work.  Golden 1 needs to address this problem.  Ms. [redacted], I really appreciate your prompt response, and generally I've gotten excellent service at Golden 1.  But on my last call to customer service I was given the same response you wrote me here.  I questioned it with the rep and asked her if she thought it made any sense.  She agreed with me that it did not and told me she'd look into it and call me to follow up.  I don't think she was just humoring me - we were both genuinely perplexed after considering it.  As I said, I have not received any calls, nor any emails (my email address has been the same for years - [redacted], please email me there).  Ms. [redacted], I set the autopayment to pay full balance and set a limit (something like $700 I believe) because I don't have enough funds on a monthly basis to pay off the entire balance of about $4500.  I would that is how the limit is supposed to work - you 'limit' how much you would like to pay and then the payments happen reliably until the balance is paid off.  I suppose I could have just set the payment at a blanket $700, but then it would continue to pay after the card was paid off, which would be a bad idea obviously as I don't want to send money to a paid-off card.  Your letter is saying that because the limit was set below the amount due, your system choose not to make any payment at all.  That's what the rep told me too.  Can you please, honestly tell me what the point would be of a limit function like that?  Let's say you set up your personal credit card to pay up to $400 a month and count on it to come through and pay on time.  Then one month you run up the card to a $500 balance, and because of the limit, the system cancels the payment and no payment goes through and you are charged a late fee on your card. How is that a useful function?  Is there ANY context in which that function would make sense, any scenario?  Your rep was told the same info and passed it on to me, and when I asked her she did not think so either and agreed to research it. Never heard back.Here is my request: please explain to me how the 'limit' feature is supposed to work, and also let me know how to accomplish my goal of paying a certain amount of my balance every month until it's paid off.  Many thanks once again - [redacted]

Dear Ms. [redacted]Golden 1 Credit Union received your letter on January 31, 2017 from the Revdex.com as well as a letter received on February 7, 2017 via the Department of Business Oversight regarding the Credit Union's Late Notice and Request for Payment. Please accept this letter as response to both complaints. In your letter, you stated you made a cash payment of $966.22 on your auto loan on January 3, 2017; however, on January 24, 2017 you received a letter from the Credit Union stating your auto loan was past due. You indicated your contractual payment due date scheduled on the tenth day of the month was changed to the third day of the month without your knowledge or consent. Our records indicate that on September 6, 2016, we failed to attach your auto loan to your new individual savings account, but attached it to another joint account. We also failed to update your address, which was a factor in your loan becoming past due. The Credit Union acknowledges its error in sending a Late Notice and Request for Payment dated January 24, 2017. When the Credit Union reversed the late charges of $48.36 each for November and December, it did not advance the due date and the loan became past due. During this process, the Credit Union incorrectly changed your due date from the tenth of the month to the third. This was corrected and the loan is due for March 10, 2017. Please disregard the letter dated February 9, 2017 from the Credit Union. Today, the Credit Union submitted updates to all three major credit bureaus to reflect your account was current and paid as agreed for October and November. The Credit Union reversed another late charge of $48.36 and will ensure that your auto loan is correctly transferred to your individual savings account. The Credit Union apologizes for any inconvenient this may have caused you. Please rest assured that the changes did not affect your credit report history.Kind regards,[redacted]Vice President,Member Care & Loan Servicing

I am rejecting this response because:The phone number given is not the correct number, I had to call the number on the back of the Golden One debit card to be told this. Although it is neither the banks fault or mines, $1,126.14 was taken out of my money in regards to this overdraft of $3,250.00, and a balance still remains of $2,123.86. This happened over a six month time period and the "Customer Care " stated that I have three months to pay back this amount before my account is sent over to Chex Systems and closed, they refused a payment plan option for me.

February 27, 2018
 
[redacted]
 
 
Dear Mrs. [redacted],
 
We received your complaint
filed with the Revdex.com on February 20, 2017.
 
To summarize, your
husband visited our Modesto...

branch to withdraw funds from his account. You
state the employee authorizing the withdrawal was rude and asked unnecessary
questions concerning the purpose of the withdrawal and your husband’s
employment. You have requested we investigate this interaction. 
 
We conducted research
and found that the questions asked of your husband during his visit to our
Modesto branch on February 17, 2018 were due to a report that the employee was
required to complete. Federal law mandates financial institutions to report
cash transactions over the reporting threshold that are processed in a single
day.  This reporting is required
regardless of the reason for the transactions or the individual performing it.
We apologize that your husband felt these questions were unnecessary and
emotionally motivated.  
 
We have shared your
concerns about Ms. [redacted]’s behavior with our Regional Management team responsible
for the Modesto branch. They will address this interaction directly with the
employee involved through training and coaching. Because we value your
membership, we apologize for any frustration or inconvenience this matter has
caused. Thank you for bringing your concerns to our attention.
 
 
Sincerely,
 
 


















[redacted] Channel Administration
Golden 1 Credit Union
E [redacted]

May 27, 2016
 
[redacted] [redacted]
 
 
Re: Account [redacted]
 
 
Dear [redacted] [redacted],
 
I am writing in regards to your correspondence forwarded by
the Revdex.com to the...

Credit Union on May 23, 2016 regarding your
ATM deposit made on May 20, 2016.  
 
Your ATM deposit of $1177.07 deposited on May 20, 2016, was
placed on a 2-day hold.  I understand you
called our Contact Center after not being able to access the funds and an exception
was made by the supervisor to release the ATM hold.  Unfortunately, this exception was made without
verifying the check. Upon further review of the check, it was determined it was
a third party item, and was reversed out of your account. Golden 1’s policy of
not accepting third party checks has been in place since March of 2008. 
 
As a courtesy, we have reversed (3) three Courtesy Pay fees
for $82.50 and (2) two NSF fees for $55.00, which have been credited to your
account.  Please provide a statement for
any outside fees you may have incurred with your creditors and we will
reimburse you for those fees as a onetime courtesy. You can send the
statement(s) to the attention of [redacted], Supervisor of Deposit
Processing. His contact information is [redacted] or [redacted].  If you need to fax the statement(s) the
number is [redacted]. Once we receive your statement(s) your account will be
credited and we will provide you a letter 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,


















[redacted]
VP,
Account Servicing

Response:This is a amended follow up to the previous complaint. As agreed I paid 75 that is more then the 65 Golden1 requested in order to report my balance paid in full to chex systems as agreed. I have downloaded a copy of the letter Golden1 sent me to my home. Also here is a copy of the payment I made. MON Nov 02withdrawal transaction logo The Golden 1 Credit Union Withdrawal to checking account XXXXXX[redacted] 75.00As agreed please report to chex systems paid in full my first choice is remove my information from chex systems completely. Also please send me a confirmation so I know its being fixed. Thank you.

Dear Mr. [redacted], We are in receipt of your complaint filed with the Revdex.com (Revdex.com) related to your experience with the four (4) current loans you have in process with our Home Loans Division. After careful review of the documents you provided along with your comments, we have decided...

to honor the original rate quotes you represented that were given to you by our Home Loan Advisor in March of this year. For clarity, the following is what has been approved:Loan [redacted] [redacted] [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Loan [redacted] [redacted] [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan. Loan [redacted] [redacted] [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Loan [redacted] [redacted] [redacted]: 3.25% with 0 points. All of the standard closing costs still apply. You will receive a revised Good Faith Estimate prior to closing so you are able to review the terms of this loan.Should you have any additional concerns, please do not hesitate to address them directly with me. We sincerely hope this resolves any concerns  you have with our organization, thank you for giving us the opportunity to correct them to your satisfaction.

December
8, 2015
[redacted]
Dear
Mr. [redacted],
I am writing in response to your
correspondence with the Revdex.com regarding wire transfers. Your
correspondence was forwarded to the credit union on December 1, 2015 for
response and resolution.
We have tried to contact you to get more
information regarding the manner in which you attempted to transfer funds to
Ecuador. We dialed [redacted], the call did not go through. We did some
research and found there is an area code missing depending on the city, [redacted]
In your previous response, you mentioned that
you were attempting to write a check to transfer money to Ecuador. In order to
accomplish this, you will have to ask your financial institution in Ecuador if
they would accept and process a check for collection from the US. That
institution will have to send the check to their affiliated US financial
institution that will then send the check to us for payment. As of today we
have not received a check for collection in this manner for $86,000.00 for your
account.
At your earliest convenience, please provide
the phone number with the area code for us to contact you, if you would like to
discuss this further or contact [redacted] Manager of Payment Operations at
[redacted]
We genuinely
appreciate you taking the time to share your thoughts and concerns regarding
your account. We strive to provide our members with quality service. We
apologize for the inconvenience you experienced and value your membership. 
Sincerely,


















[redacted], Account Services