Response:This is a amended follow up to the previous complaintAs agreed I paid that is more then the Goldenrequested in order to report my balance paid in full to chex systems as agreedI have downloaded a copy of the letter Goldensent me to my homeAlso here is a copy of the payment I madeMON Nov 02withdrawal transaction logo The Golden 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 completelyAlso please send me a confirmation so I know its being fixedThank you
May 26, [redacted] ** Sacramento, CA Dear Ms [redacted] , I am writing in response to your rebuttal with the Revdex.com received on May 25, To summarize, you would like to arrange a payment plan with Golden for the remaining balance of $2, On Thursday, May 25, 2017, you had a conversation with [redacted] ***, manager of Item ProcessingYou acknowledged your responsibility to pay back the funds erroneously deposited to your account and subsequently withdrawn by youDuring the call, a request was made to arrange a payment plan In an effort to assist, Member Care representative [redacted] attempted to contact you the morning of May 26, 2017, and left a message For further assistance with your payment plan request, please contact [redacted] at [redacted] We apologize for any frustration this matter may have cause Sincerely, [redacted] Vice President, Account Services
August 11, [redacted] Dear Mr [redacted] Thank you for sharing your experience with usThe privacy policy presented to you through online banking on Sunday, August 9, (dated March 19, 2014) is not the current version of the Golden Privacy Policy and was presented to you in errorThe incorrect policy has been removed and you should now be able to access and make payments from your online banking account Your privacy is important to Golden Our current Privacy Policies (revised 07/15) can be found on our website at www.golden1.com/PrivacySecurity for members to review at any timeThis page also provides information about how you can exercise your right to restrict the sharing of your personal and financial informationFor your convenience, Golden offers the ability to opt-out electronicallySimply visit [redacted] and click the California Privacy Act link at the bottom of the pageThen follow the instructions on the screen to submit your selectionThank you for your many years of membershipWe apologize for the inconvenience this has caused you and we appreciate being given the opportunity to correct the situation Sincerely, [redacted] ***Vice President, Chief Technology OfficerGolden Credit Union
I am rejecting this response because: I recognize that the Golden Credit Union is working on a resolution with the DMV and the dealer's insurance company However, this has been going on since January and I still do not have the vehicle registered in my name I did not even aware there was an issue until I physically went into the Golden branch days after I acquired the vehicle No one from Golden contacted me to let me know there was an issue with the dealer and vehicle registration To this day no one from Golden has contacted me I've always had to reach out to them I understand the position that Golden is in however, they are not the ones having to drive a vehicle with no registration It is my understanding that in order to legally sell a vehicle in California you either need the title or a DMV REG (Application for Duplicate or Paperless Title)Neither of which was accepted by Golden and a copy of a title is not sufficient.I tried to set up a meeting with someone with the vehicle loan services department at Golden however, their escalation service department were very rude and refused They offered to forward my call to vehicle collections but I do not feel that is the best resolution I have done everything in my power to get this fixed but it is out of my hands I am hopeful that this will be resolved as soon as possible
March 27, [redacted] Dear Mr [redacted] , We received your rebuttal filed with the RevDex.com on March 26, To summarize, you have rejected Golden 1’s original response, as you state a representative advised the existing Annual Percentage Rate would remain in effect for lifeYou are asking for the reinstatement of the [redacted] credit card with a permanent APR of percent The Credit Union reserves the right to change the rate on your credit card as outlined in our credit card agreementThere are specific requirements for making these changes such as notifying you days in advance and protecting your existing balance at the current rate for the life of the balanceThe new rate would affect any purchases made after the effective date, if you choose to keep your cardIn your case, it will be April 21, We no longer offer a product with a fixed or non-variable rate and therefore are unable to meet your request If you require additional information call us at [redacted] ( [redacted] ) Thank you for bringing your concern to our attention Sincerely, [redacted] Senior Vice President, Service Operations Golden Credit Union
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 needs to address this problem Ms***, I really appreciate your prompt response, and generally I've gotten excellent service at Golden 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***, I set the autopayment to pay full balance and set a limit (something like $I believe) because I don't have enough funds on a monthly basis to pay off the entire balance of about $ 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 $a month and count on it to come through and pay on time Then one month you run up the card to a $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 cardHow 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 itNever 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]
September 6, [redacted] 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 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 and transmitted electronically through an Automated Clearing House (ACH) system to the receiving institution Transfers performed through the External Transfer service take approximately 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 business days to complete; however, our service was upgraded in May and the transfer timeframe was reduced to 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 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 Credit Union
[redacted] Dear [redacted] ***, I am writing in response to your correspondence with the Revdex.com regarding your overdrawn accountYour correspondence was forwarded to the Credit Union on September 28, for response and resolutionFrom your correspondence, I understand you are inquiring in regards to your account being reopened and is now overdrawnAs of October 2, 2015, your account is overdrawn $1,On September 25, 2015, your account was reopened due to the receipt of an ACH credit in the amount of $from [redacted] There was also a check returned on this date for insufficient funds from a mobile deposit you made on September 22, The amount of the check was $1,186.10, which was debited from your account along with a $returned deposit feeThis transaction would have occurred regardless of the reopening of your account from the transaction aboveThere have been a few subsequent transactions on your account, including another ACH credit for $from [redacted] There were two ACH debit transactions and a check (***) that were returned due to insufficient funds in your account, and each were assessed a $feeAs a courtesy, we have reversed these fees for a total of $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 organizationSincerely, [redacted] Vice President, Account Services
February 1, Mr [redacted] Ms [redacted] Offshore Street Oxnard, CA 93035- Dear Mr [redacted] and Ms***: Golden Credit Union is in receipt of your letter dated January 26, 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 payment received September 2, and returned October 4, 2016; October payment received September 12, and returned October 17, 2016;November partial payment received November 18, and returned on November 30, 2016;December payment received December 28, and returned January 12, The Credit Union received replacement funds for the aforementioned payments on the following dates: September payment replaced on October 3, 2016;October payment replaced on December 5, 2016;November payment replaced on December 23, 2016;December payment replaced on January 18, 2017;A partial payment of $credited to your account on January 18, Because of the above payment postings, the Credit Union reported a thirty day late for November I have enclosed the statements you requestedIf I may be of further assistance, please feel free to contact meRegards, [redacted] Marble-Stallworth, Manager-Member Care Golden Credit Union T [redacted] F [redacted] E [redacted] W Golden1.com
Dear Ms [redacted] :I am responding to your letter dated December 27, regarding Golden Credit Union offsetting $from your checking account due to a returned check in the amount of $6,000.00.As per your membership agreement, Golden had the right to offset funds when your joint account became negativePer our records, you had multiple conversations with one of our managers and received email responses from her that addressed this concern.Unfortunately, Golden Credit Union will not refund the $that was offsetAs a joint account holder you are responsible for any remaining negative balanceAs of January 10, 2017, your shares account ending in 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
Dear Mr [redacted] , I am writing in response to your wife’s correspondence with the Revdex.com regarding the automobile loan for your [redacted] FrontierYour correspondence was forwarded to the Credit Union for response and resolutionPlease accept this letter as confirmation of our conversation on Tuesday, June 21st that your loan is currently due for the August paymentOn June 3rd the following payments were reapplied: May payment was reapplied to your loan effective May 19th June payment was reapplied effective May 25th When the July payment was received, it was applied to your loan but it did not advance your due dateThis was a result of our payment application hierarchy which prevents the due date from being advanced more than daysAs we discussed, we manually advanced your due date as a one-time courtesy making your next payment due for August 10, 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 the above referenced circumstanceI apologize for any inconvenience this has caused youThank you for bringing your concern(s) to our attention and should you need any additional information and/or validation, please do not hesitate to contact me directly at [redacted] ext***Sincerely, [redacted] Golden Credit Union Manager, Consumer Loan Servicing
February 27, [redacted] Dear Mrs [redacted] , We received your complaint filed with the Revdex.com on February 20, To summarize, your husband visited our Modesto branch to withdraw funds from his accountYou state the employee authorizing the withdrawal was rude and asked unnecessary questions concerning the purpose of the withdrawal and your husband’s employmentYou 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, were due to a report that the employee was required to completeFederal 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 branchThey will address this interaction directly with the employee involved through training and coachingBecause we value your membership, we apologize for any frustration or inconvenience this matter has causedThank you for bringing your concerns to our attention Sincerely, [redacted] Channel Administration Golden Credit Union E [redacted]
Response:This is a amended follow up to the previous complaintAs agreed I paid that is more then the Goldenrequested in order to report my balance paid in full to chex systems as agreedI have downloaded a copy of the letter Goldensent me to my homeAlso here is a copy of the payment I madeMON Nov 02withdrawal transaction logo The Golden 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 completelyAlso please send me a confirmation so I know its being fixedThank you
May 26, [redacted] ** Sacramento, CA Dear Ms [redacted] , I am writing in response to your rebuttal with the Revdex.com received on May 25, To summarize, you would like to arrange a payment plan with Golden for the remaining balance of $2, On Thursday, May 25, 2017, you had a conversation with [redacted] ***, manager of Item ProcessingYou acknowledged your responsibility to pay back the funds erroneously deposited to your account and subsequently withdrawn by youDuring the call, a request was made to arrange a payment plan In an effort to assist, Member Care representative [redacted] attempted to contact you the morning of May 26, 2017, and left a message For further assistance with your payment plan request, please contact [redacted] at [redacted] We apologize for any frustration this matter may have cause Sincerely, [redacted] Vice President, Account Services
August 11, [redacted] Dear Mr [redacted] Thank you for sharing your experience with usThe privacy policy presented to you through online banking on Sunday, August 9, (dated March 19, 2014) is not the current version of the Golden Privacy Policy and was presented to you in errorThe incorrect policy has been removed and you should now be able to access and make payments from your online banking account Your privacy is important to Golden Our current Privacy Policies (revised 07/15) can be found on our website at www.golden1.com/PrivacySecurity for members to review at any timeThis page also provides information about how you can exercise your right to restrict the sharing of your personal and financial informationFor your convenience, Golden offers the ability to opt-out electronicallySimply visit [redacted] and click the California Privacy Act link at the bottom of the pageThen follow the instructions on the screen to submit your selectionThank you for your many years of membershipWe apologize for the inconvenience this has caused you and we appreciate being given the opportunity to correct the situation Sincerely, [redacted] ***Vice President, Chief Technology OfficerGolden Credit Union
Please see attached rebuttal response
I am rejecting this response because: I recognize that the Golden Credit Union is working on a resolution with the DMV and the dealer's insurance company However, this has been going on since January and I still do not have the vehicle registered in my name I did not even aware there was an issue until I physically went into the Golden branch days after I acquired the vehicle No one from Golden contacted me to let me know there was an issue with the dealer and vehicle registration To this day no one from Golden has contacted me I've always had to reach out to them I understand the position that Golden is in however, they are not the ones having to drive a vehicle with no registration It is my understanding that in order to legally sell a vehicle in California you either need the title or a DMV REG (Application for Duplicate or Paperless Title)Neither of which was accepted by Golden and a copy of a title is not sufficient.I tried to set up a meeting with someone with the vehicle loan services department at Golden however, their escalation service department were very rude and refused They offered to forward my call to vehicle collections but I do not feel that is the best resolution I have done everything in my power to get this fixed but it is out of my hands I am hopeful that this will be resolved as soon as possible
March 27, [redacted] Dear Mr [redacted] , We received your rebuttal filed with the RevDex.com on March 26, To summarize, you have rejected Golden 1’s original response, as you state a representative advised the existing Annual Percentage Rate would remain in effect for lifeYou are asking for the reinstatement of the [redacted] credit card with a permanent APR of percent The Credit Union reserves the right to change the rate on your credit card as outlined in our credit card agreementThere are specific requirements for making these changes such as notifying you days in advance and protecting your existing balance at the current rate for the life of the balanceThe new rate would affect any purchases made after the effective date, if you choose to keep your cardIn your case, it will be April 21, We no longer offer a product with a fixed or non-variable rate and therefore are unable to meet your request If you require additional information call us at [redacted] ( [redacted] ) Thank you for bringing your concern to our attention Sincerely, [redacted] Senior Vice President, Service Operations Golden Credit Union
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 needs to address this problem Ms***, I really appreciate your prompt response, and generally I've gotten excellent service at Golden 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***, I set the autopayment to pay full balance and set a limit (something like $I believe) because I don't have enough funds on a monthly basis to pay off the entire balance of about $ 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 $a month and count on it to come through and pay on time Then one month you run up the card to a $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 cardHow 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 itNever 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]
September 6, [redacted] 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 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 and transmitted electronically through an Automated Clearing House (ACH) system to the receiving institution Transfers performed through the External Transfer service take approximately 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 business days to complete; however, our service was upgraded in May and the transfer timeframe was reduced to 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 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 Credit Union
[redacted] Dear [redacted] ***, I am writing in response to your correspondence with the Revdex.com regarding your overdrawn accountYour correspondence was forwarded to the Credit Union on September 28, for response and resolutionFrom your correspondence, I understand you are inquiring in regards to your account being reopened and is now overdrawnAs of October 2, 2015, your account is overdrawn $1,On September 25, 2015, your account was reopened due to the receipt of an ACH credit in the amount of $from [redacted] There was also a check returned on this date for insufficient funds from a mobile deposit you made on September 22, The amount of the check was $1,186.10, which was debited from your account along with a $returned deposit feeThis transaction would have occurred regardless of the reopening of your account from the transaction aboveThere have been a few subsequent transactions on your account, including another ACH credit for $from [redacted] There were two ACH debit transactions and a check (***) that were returned due to insufficient funds in your account, and each were assessed a $feeAs a courtesy, we have reversed these fees for a total of $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 organizationSincerely, [redacted] Vice President, Account Services
Please see attached
February 1, Mr [redacted] Ms [redacted] Offshore Street Oxnard, CA 93035- Dear Mr [redacted] and Ms***: Golden Credit Union is in receipt of your letter dated January 26, 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 payment received September 2, and returned October 4, 2016; October payment received September 12, and returned October 17, 2016;November partial payment received November 18, and returned on November 30, 2016;December payment received December 28, and returned January 12, The Credit Union received replacement funds for the aforementioned payments on the following dates: September payment replaced on October 3, 2016;October payment replaced on December 5, 2016;November payment replaced on December 23, 2016;December payment replaced on January 18, 2017;A partial payment of $credited to your account on January 18, Because of the above payment postings, the Credit Union reported a thirty day late for November I have enclosed the statements you requestedIf I may be of further assistance, please feel free to contact meRegards, [redacted] Marble-Stallworth, Manager-Member Care Golden Credit Union T [redacted] F [redacted] E [redacted] W Golden1.com
Dear Ms [redacted] :I am responding to your letter dated December 27, regarding Golden Credit Union offsetting $from your checking account due to a returned check in the amount of $6,000.00.As per your membership agreement, Golden had the right to offset funds when your joint account became negativePer our records, you had multiple conversations with one of our managers and received email responses from her that addressed this concern.Unfortunately, Golden Credit Union will not refund the $that was offsetAs a joint account holder you are responsible for any remaining negative balanceAs of January 10, 2017, your shares account ending in 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
Dear Mr [redacted] , I am writing in response to your wife’s correspondence with the Revdex.com regarding the automobile loan for your [redacted] FrontierYour correspondence was forwarded to the Credit Union for response and resolutionPlease accept this letter as confirmation of our conversation on Tuesday, June 21st that your loan is currently due for the August paymentOn June 3rd the following payments were reapplied: May payment was reapplied to your loan effective May 19th June payment was reapplied effective May 25th When the July payment was received, it was applied to your loan but it did not advance your due dateThis was a result of our payment application hierarchy which prevents the due date from being advanced more than daysAs we discussed, we manually advanced your due date as a one-time courtesy making your next payment due for August 10, 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 the above referenced circumstanceI apologize for any inconvenience this has caused youThank you for bringing your concern(s) to our attention and should you need any additional information and/or validation, please do not hesitate to contact me directly at [redacted] ext***Sincerely, [redacted] Golden Credit Union Manager, Consumer Loan Servicing
February 27, [redacted] Dear Mrs [redacted] , We received your complaint filed with the Revdex.com on February 20, To summarize, your husband visited our Modesto branch to withdraw funds from his accountYou state the employee authorizing the withdrawal was rude and asked unnecessary questions concerning the purpose of the withdrawal and your husband’s employmentYou 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, were due to a report that the employee was required to completeFederal 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 branchThey will address this interaction directly with the employee involved through training and coachingBecause we value your membership, we apologize for any frustration or inconvenience this matter has causedThank you for bringing your concerns to our attention Sincerely, [redacted] Channel Administration Golden Credit Union E [redacted]