University Of Virginia Community Credit Union

*** *** ***I am in receipt of your letter dated May 19, 2015.After a thorough review of *** *** *** *** complaint, the credit uniondiscovered that the solution requested by *** *** was actually completed on May5, with the requested effective date of April
17, This solution wascommunicated to *** ***If anything further is needed pie e don't hesitate to contact me

Dear Ms. [redacted],I am in receipt of your letter dated September 14, 2016.    After a thorough review of [redacted] complaint, the
credit union has reached out to and resolved this issue to her satisfaction. If anything further is needed please don’t...

hesitate to
contact me.

Dear [redacted]I am writing in response to your letter received by the Revdex.com regarding issueswith University of Virginia Community Credit Union.As you noted, the credit union placed a hold on the out-of-state check you presented for deposit.In accordance with...

Federal regulation, the credit union may place holds on checks for a numberof reasons, including account inactivity and non-matching funds within the account. Anexception to policy was made and $300 was released immediately to provide assistance to you.The hold was released and all funds made available to you once the check cleared.The service concerns you described in your letter were addressed with staff. It is the goal ofUV A Community Credit Union to exceed our member's expectations. It is disappointing when Ihear otherwise. For this I apologize.Please feel free to contact me directly at [redacted] if you have any additional concerns orquestions.

Review: I called and asked for a loan extension so that the money would not be taken out of my dad's account which is related to my account on the same day they did take the money out of my dad's account when called and asked about it they said that they didn't know it was going to happen that I had to fill out a loan extension form and pay $25 they said they would reimburse my dad's account for the money that was taken and take the $25 out of it when I go in to ask why it's taken a week for the loan extension to go then they denied saying that they would take the 25 out of my dads account and then belittled me in the process I'm doing my part to keep the account up to date I can't help I was let go from my job and I don't get my first check from my new job for a monthDesired Settlement: Just to get this fixed and for them to do as they say and not lie to me and disrespect me

Business

Response:

[redacted]I am in receipt of your letter dated May 19, 2015.After a thorough review of [redacted] complaint, the credit uniondiscovered that the solution requested by [redacted] was actually completed on May5, 2015 with the requested effective date of April 17, 2015. This solution wascommunicated to [redacted]If anything further is needed pie e don't hesitate to contact me.

Review: I spoke with a supervisor, [redacted], on Monday May 11, 2015 concerning an issue: I went into the University of Virginia Community Credit Union on May 8, 2014 to deposit my financial aid check from Western Seminary and to make a small withdrawal and was not provided sufficient help/customer service. When speaking with Mr. [redacted] I was not given the assurance of adequate support in the future so decided to close my checking account and explained my decision to do so in writing to him and another supervisor, [redacted] at the [redacted] location. I went into the bank on Wednesday, May 13, 2015 to close my checking account and to provide written letters to [redacted] and [redacted]. While being helped, another representative who we became acquainted with was speaking to my 3 yr. old daughter which was not uncommon to happen. It seems that when that representative was talking to my daughter that a manager came over and began speaking to the representative during which my daughter continued to talk and it seemed she ended up moving the doors above her at that time. The manager sternly spoke to my daughter and told her to stop because she was talking about "personal matters". I found this to be rude. I could not stay after closing my checking account but called and left a message with a supervisor, Sara. Sara did not call me back but I had to call her back after 24 hours. She told me she received my message but did not explain why she did not call back. I explained my disappointment with the way that the manager spoke to my daughter and questioned the actions/behaviors of staff, as it had seemed to me that the bank consistently lacked appropriate customer service. The manager commented that it was hard for her to believe that the manager was being stern and even questioned me as a parent as to why I was not watching my daughter. I called and left a message with Mr. [redacted] and Ms. [redacted] to give me a call. I have not heard back since.Desired Settlement: I am disappointed that management/leadership staff did not provide sufficient support or promise of better customer service in my recent experiences. Instead I only received excuses and was consistently left with the impression that staff did not want to take responsibility for their actions/behaviors; it was not the credit union, it was my issue alone. This is not good customer service. And as shared in my problem statement, although I provided written letters and requests for phone calls to supervisors I have not heard back. It is shocking actually that when I spoke with representatives about closing my checking account that no one I spoke to asked why or wondered how their services could be improved. It seems that there is a general lack of concern for how services can be improved in the future or what members' real experiences are. When I went back on Friday May 15, 2015 to also close my savings account only the representatives whom we had become acquainted with showed concern.

Business

Response:

Dear [redacted]I am writing in response to your letter received by the Revdex.com regarding issueswith University of Virginia Community Credit Union.As you noted, the credit union placed a hold on the out-of-state check you presented for deposit.In accordance with Federal regulation, the credit union may place holds on checks for a numberof reasons, including account inactivity and non-matching funds within the account. Anexception to policy was made and $300 was released immediately to provide assistance to you.The hold was released and all funds made available to you once the check cleared.The service concerns you described in your letter were addressed with staff. It is the goal ofUV A Community Credit Union to exceed our member's expectations. It is disappointing when Ihear otherwise. For this I apologize.Please feel free to contact me directly at [redacted] if you have any additional concerns orquestions.