As stated in our initial response dated July 14, 2017, U.SEagle Federal Credit Union (U.SEagle) did not initiate either of the payments made to Ditech. For the protection of our member’s accounts the credit union does not have the ability set up the payment on our member’s behalf through online banking. Although you stated you did not authorize the second payment, the payment that was withdrawn went to an account with your name on it. Therefore we can only assume the payment was set up by someone who has access to your online banking account. U.SEagle has provided you with several options to assist you with this unfortunate situation and we are still willing to do so. We have previously informed you that in order to resolve this overpayment to your mortgage company it is necessary that you to contact them directly to advise them that your payment was sent in error and you are requesting a refund. For the reasons stated above, U.SEagle will not be processing a refund
Mr*** I was able to verify that you have Bill Pay set up on Online Banking for your account at U.SEagle Federal Credit Union. A recurring monthly payment of $to Ditech has been set up. This recurring payment was withdrawn on June 9, and will continue to pull the
same amount every month on the same day. In addition, a one-time payment was also initiated to pay on June 12, for the same amount. From the administrative side of our Bill Pay system, U.SEagle Federal Credit Union can only view payments but we do not have the ability to set up payments on our member’s behalf Unfortunately, since this payment was initiated through your online banking account the credit union is unable to return the item as “unauthorized” even if this payment was set up in error. Although we are unable to return the item as unauthorized, U.SEagle has submitted a request to Ditech to return the double payment on your behalf. It is unknown at this time if Ditech will honor our request and return the money because most financial institutions require this type of request be made by their customer. We don’t know how long it will take Ditech to respond but we will continue to monitor your account and will notify you if Ditech does cooperate. We understand that this situation can be upsetting. We sincerely regret the misunderstanding that occurred and we will do everything within our power to get this resolved
Complaint: ***
I am rejecting this response because: US Eagle told us (my insurance agent and myself) mutiple times over the phone that the mistake was on their end and that it would be taken care of The lack of internal communication and desire to provide customer service and clean up a mess that they created is completely unacceptable I will never use them again and recommend people check with other sources for financing before anyone allows this company to provide them with financing They are one step above corrupt
Regards,
*** And *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have $going to Ditech Mortgage each month USEagle each month pays that amount to Ditech through Billpay I authorize that amount to be paid only once a month But USEagle sent two payments, one on 6-9- and another payment on 6-12- That shorted my account the money I used to pay other bills I requested that they straighten up the mess they had caused They refusedAnd until that extra $is returned to my account I will not accept any of their excusesAnd within the month I will be contacting government agencies
Complaint: [redacted]
I am rejecting this response because:I did not authorize the second payment of $471 being taken out of my account. And that has caused a shortage in my account. I expect USEagle to put that money back into my account regardless of what Ditech does.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
U.S. Eagle Federal Credit Union has researched the account in question. According to our research there appeared to be a miscommunication between our member’s insurance agent and the corporate insurance office. We received conflicting information from the agent and the corporate...
insurance carrier. After our research was completed we determined that the agent was not providing the corporate office with the documentation they requested as proof of continuous coverage. Once we were able to verify the information the full amount of forced insurance was refunded to the loan on April 29, 2016. As of today, U.S. Eagle Federal Credit Union has refunded all late charges that were charged during the time period in question. Seven $15.00 late fees were refunded for a total of $105.00. U.S. Eagle Federal Credit Union all complaints seriously. In no way would we ever disregard a notice and not respond. This complaint was received by U.S. Eagle Federal Credit Union on May 20, 2016. This was the first notification we received due to an incorrect email address on file with the Revdex.com.
We are in receipt of your
letter dated July 21, 2015. This...
letter
was sent to the Compliance Department for research and review.
Several staff members of U.S.
Eagle Federal Credit Union have been working with Mr. [redacted] over the past few
months in regards to his monthly statements.
There have been multiple instances where Mr. [redacted]’ monthly statement has
been returned to the Credit Union from the post office as undeliverable. Outside of our internal attempts to resolve we
have, reached out to our statement processor who also is monitoring the mailing
from their location as well as both the main and local post offices that
service Mr. [redacted].
Marsha M[redacted]s, who is our
President/CEO, has worked with Mr. [redacted] personally to resolve the issue. Her response to Mr. [redacted] was that we the
credit union “have exhausted all avenues” trying to determine the reasoning for
the return mail. Mrs. M[redacted]s intent was
never to imply that she was “tired of this concern” and could no longer help
him, in fact she let him know that she shared his frustration. She did however, suggest that Mr. [redacted] also reach
out to the Post Office in the hopes that as the recipient he might be able to
learn more that could help towards resolution.
In the meantime, U.S. Eagle
continues to work internally and with the Post Office to resolve this
issue. The Credit Union, along with our
statement processor, will continue to monitor this account monthly to identify
any future problems with Mr. [redacted]’ statements.
As stated in our initial response dated July 14, 2017, U.SEagle Federal Credit Union (U.SEagle) did not initiate either of the payments made to Ditech. For the protection of our member’s accounts the credit union does not have the ability set up the payment on our member’s behalf through online banking. Although you stated you did not authorize the second payment, the payment that was withdrawn went to an account with your name on it. Therefore we can only assume the payment was set up by someone who has access to your online banking account. U.SEagle has provided you with several options to assist you with this unfortunate situation and we are still willing to do so. We have previously informed you that in order to resolve this overpayment to your mortgage company it is necessary that you to contact them directly to advise them that your payment was sent in error and you are requesting a refund. For the reasons stated above, U.SEagle will not be processing a refund
Mr*** I was able to verify that you have Bill Pay set up on Online Banking for your account at U.SEagle Federal Credit Union. A recurring monthly payment of $to Ditech has been set up. This recurring payment was withdrawn on June 9, and will continue to pull the
same amount every month on the same day. In addition, a one-time payment was also initiated to pay on June 12, for the same amount. From the administrative side of our Bill Pay system, U.SEagle Federal Credit Union can only view payments but we do not have the ability to set up payments on our member’s behalf Unfortunately, since this payment was initiated through your online banking account the credit union is unable to return the item as “unauthorized” even if this payment was set up in error. Although we are unable to return the item as unauthorized, U.SEagle has submitted a request to Ditech to return the double payment on your behalf. It is unknown at this time if Ditech will honor our request and return the money because most financial institutions require this type of request be made by their customer. We don’t know how long it will take Ditech to respond but we will continue to monitor your account and will notify you if Ditech does cooperate. We understand that this situation can be upsetting. We sincerely regret the misunderstanding that occurred and we will do everything within our power to get this resolved
Complaint: ***
I am rejecting this response because: US Eagle told us (my insurance agent and myself) mutiple times over the phone that the mistake was on their end and that it would be taken care of The lack of internal communication and desire to provide customer service and clean up a mess that they created is completely unacceptable I will never use them again and recommend people check with other sources for financing before anyone allows this company to provide them with financing They are one step above corrupt
Regards,
*** And *** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
I have $going to Ditech Mortgage each month USEagle each month pays that amount to Ditech through Billpay I authorize that amount to be paid only once a month But USEagle sent two payments, one on 6-9- and another payment on 6-12- That shorted my account the money I used to pay other bills I requested that they straighten up the mess they had caused They refusedAnd until that extra $is returned to my account I will not accept any of their excusesAnd within the month I will be contacting government agencies
Complaint: [redacted]
I am rejecting this response because:I did not authorize the second payment of $471 being taken out of my account. And that has caused a shortage in my account. I expect USEagle to put that money back into my account regardless of what Ditech does.
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
U.S. Eagle Federal Credit Union has researched the account in question. According to our research there appeared to be a miscommunication between our member’s insurance agent and the corporate insurance office. We received conflicting information from the agent and the corporate...
insurance carrier. After our research was completed we determined that the agent was not providing the corporate office with the documentation they requested as proof of continuous coverage. Once we were able to verify the information the full amount of forced insurance was refunded to the loan on April 29, 2016. As of today, U.S. Eagle Federal Credit Union has refunded all late charges that were charged during the time period in question. Seven $15.00 late fees were refunded for a total of $105.00. U.S. Eagle Federal Credit Union all complaints seriously. In no way would we ever disregard a notice and not respond. This complaint was received by U.S. Eagle Federal Credit Union on May 20, 2016. This was the first notification we received due to an incorrect email address on file with the Revdex.com.
July 27, 2015
Revdex.com
Re: Complaint ID #[redacted]
To whom it may concern:
We are in receipt of your
letter dated July 21, 2015. This...
letter
was sent to the Compliance Department for research and review.
Several staff members of U.S.
Eagle Federal Credit Union have been working with Mr. [redacted] over the past few
months in regards to his monthly statements.
There have been multiple instances where Mr. [redacted]’ monthly statement has
been returned to the Credit Union from the post office as undeliverable. Outside of our internal attempts to resolve we
have, reached out to our statement processor who also is monitoring the mailing
from their location as well as both the main and local post offices that
service Mr. [redacted].
Marsha M[redacted]s, who is our
President/CEO, has worked with Mr. [redacted] personally to resolve the issue. Her response to Mr. [redacted] was that we the
credit union “have exhausted all avenues” trying to determine the reasoning for
the return mail. Mrs. M[redacted]s intent was
never to imply that she was “tired of this concern” and could no longer help
him, in fact she let him know that she shared his frustration. She did however, suggest that Mr. [redacted] also reach
out to the Post Office in the hopes that as the recipient he might be able to
learn more that could help towards resolution.
In the meantime, U.S. Eagle
continues to work internally and with the Post Office to resolve this
issue. The Credit Union, along with our
statement processor, will continue to monitor this account monthly to identify
any future problems with Mr. [redacted]’ statements.
Thank you.
Sincerely,
Patty L[redacted]
Senior Compliance Officer[redacted]