University Federal Credit Union

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

A Senior Manager contacted the consumer personally All fees have been refunded to the consumerThe consumer has asked that a written explanation be emailed to him The Senior Manager is emailing an explanation, per the consumer's request.We believe this should satisfy the consumer's complaint issues and consider the matter closed

We did pick up this vehicle because it was very delinquentThe primary member on this account, [redacted] , has passed away [redacted] had been in contact with us on December 21, She told us that she is remarried and that she wanted to know how to get the car back, because she was a cosigner on thisWe told her that because of the primary borrower being deceased she needed to get this refinanced into her own nameBecause she was in California and outside our field of membership we recommended that she obtain financing in CaliforniaShe took the payoff of the vehicle and said she would contact a bank or credit union out thereWe never heard back from her and the vehicle was taken to an auction in CaliforniaAt the auction, it was discovered that the vehicle had an engine problem and was told by us that the vehicle would need a replacement to be safeWe opted not to replace the engine and sell the vehicle as is, and the auction ran the unit many weeks before we got the highest bid of $The letter stating that we sold the vehicle went out to the last known address for the member in California and was sent on 5/17/After no response to make arrangements on the remaining balance of this loan, the loan was transferred to Knight Adjustment Bureau, a 3rd party collections agency, for further collections

Multiple attempts to contact the borrower had been made Phone, email and regular mail Borrower was days past due when we offset a payment on October 6, Deposits are pledged by the borrower to keep loan payments current Many borrowers appreciate that we offset payment from saving or checking prior to going days past due Lessens the impact on negative credit in the credit reportI'm not aware of University CU assessing any NSF charges due to the payment being offset from checking in October Our collection practices are consistent for all credit union members

Dear Ms [redacted] ,I apologize for any offense that may have been taken due to the comments made by our staff All the best in you futureSincerely,Joseph B [redacted]

***,We certainly appreciated your membership and are sorry you have decided to close your account Although we normally do not waive interest for members on loan payoffs, we will send a check in the amount of $to your address on file (which includes your final interest payment of $7.22) If you need further assistance on your loan please feel free to contact our service center at (801) 481-8800.Regards,Heidi V [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

The manager of our ATM/Debit Card Department has been in contact with the consumer and everything has been resolved to her liking. This complaint was resolved on 11/24/15, which is the date we received this complaint from Revdex.com. Thank you

Dear Ms. [redacted],I apologize for any offense that may have been taken due to the comments made by our staff.  All the best in you future. Sincerely,Joseph B[redacted]

Ms. [redacted],Upon review of your account, you missed two payments over the past several months.  We were not able to find any documentation that payments had been returned or misapply on your account.  Regrettably, these missed and late payment ended up causing you to be assessed late...

payment fees. We checked you mailing and email addresses. Since you have made some changes since your loan opened there was the possibility that some notices were not received.  It is you responsibility to keep us informed of any address changes. Our collections team offered to refund several fees as a good will gesture, but your abuse of the collections team caused them to retreat.  Repeatedly you used filthy and abusive language.  Employees are not required to take this abuse.  You know your language was not professional or appropriate, since you are a collections manager, still you persisted with the verbal abuse.  I reached out to you as well and you refused my call, stating you’d call me back later.  I never heard back from you.If you have additional information about missing or misapplied payments, please provide. I recommend you do so in a civil manner. Sincerely,Joseph B[redacted]Chief Lending Officer

Multiple attempts to contact the borrower had been made.  Phone, email and regular mail.  Borrower was 39 days past due when we offset a payment on October 6, 2016.  Deposits are pledged by the borrower to keep loan payments current.  Many borrowers appreciate that we...

offset payment from saving or checking prior to going 30 days past due.  Lessens the impact on negative credit in the credit report. I'm not aware of University CU assessing any NSF charges due to the payment being offset from checking in October 2016.  Our collection practices are consistent for all credit union members.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We did pick up this vehicle because it was very delinquent. The primary member on this account, [redacted], has passed away. [redacted] had been in contact with us on December 21, 2016. She told us that she is remarried and that she wanted to know how to get the car back, because she was a...

cosigner on this. We told her that because of the primary borrower being deceased she needed to get this refinanced into her own name. Because she was in California and outside our field of membership we recommended that she obtain financing in California. She took the payoff of the vehicle and said she would contact a bank or credit union out there. We never heard back from her and the vehicle was taken to an auction in California. At the auction, it was discovered that the vehicle had an engine problem and was told by us that the vehicle would need a replacement to be safe. We opted not to replace the engine and sell the vehicle as is, and the auction ran the unit many weeks before we got the highest bid of $1500. The letter stating that we sold the vehicle went out to the last known address for the member in California and was sent on 5/17/17. After no response to make arrangements on the remaining balance of this loan, the loan was transferred to Knight Adjustment Bureau, a 3rd party collections agency, for further collections.

[redacted],We certainly appreciated your membership and are sorry you have decided to close your account.  Although we normally do not waive interest for members on loan payoffs, we will send a check in the amount of $10.00 to your address on file (which includes your final interest payment of $7.22)....

 If you need further assistance on your loan please feel free to contact our service center at (801) 481-8800.Regards,Heidi V[redacted]

Complaint: [redacted]
I am rejecting this response because: The company won't take responsibility for the way I was treated. I put that I wanted a refund, but an apology would have meant allot to me. I don't want arbitration, I already changed the bank this loan was with and look forward to never doing business with this company again. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

A Senior Manager contacted the consumer personally.  All fees have been refunded to the consumer. The consumer has asked that a written explanation be emailed to him.  The Senior Manager is emailing an explanation, per the consumer's request.We believe this should satisfy the...

consumer's complaint issues and consider the matter closed.

According to our Collections Officer, Mr. [redacted] did receive a Skip-a-Pay in December 2013 and has since made 8 loan payments.  Mr. [redacted] was informed in detail that he will not be eligible for another Skip-a-Pay until 12 loan payments have been made since his last request.  He...

also asked for a Skip-a-Pay in July 2014 and we agreed to change the loan due date to the end of the month, per Mr. [redacted]'s request.  We feel that we have attempted to help Mr. [redacted] as much as possible.  While we may not be able to offer the specific assistance Mr.  [redacted] is currently requesting, if he contacts the Collection Department, they will be glad to work with him to the best of their ability.

One of our Card Services Fraud Mitigation Specialists tried to contact Ms. [redacted] by phone on 02/10/15 and left a voicemail message.  She also sent the following email to the member.  We hope this will satisfy the desired settlement requested by Ms. [redacted]. From: [redacted] Sent:...

Tuesday, February 10, 2015 3:12 PM To: '[redacted]@gmail.com' Subject: Macy's Debit Card Declines Hi Ms [redacted] – I am following up with regard to a voicemail I left you earlier today.  My apologies that you experienced a negative experience with your debit card.  Please be assured, both of your declines at Macy’s for 499.00 and 873.90 respectively were not declined due to any limit to your daily access different than what you and Ms [redacted] had already discussed.   The two Macy’s charges were declined because they were (incorrectly in this case) a very high red flag indicator for fraud – the geographic location of Houston combined with the merchant of Macy’s and the high dollar amount is unfortunately exactly what UFCU has been experiencing in large dollar losses that has resulted in a notable negative affect to our membership as a co-operative.  The good news is, we can easily exclude your card from any rule you would like so said rule will not cause any further declines.  This is exactly what I have done. I’d like to welcome you to personally contact myself with any questions you may have.  Although we are not available 24 hours, should this ever occur again, you will be able to use your PIN successfully; I see that is exactly what you did in order to get these charges approved. Thank you for your membership Ms [redacted] – we appreciate you very much!