UVA Credit Union

Dear Member: UVA Community Credit Union acknowledges the receipt of complaint No[redacted] , issued through The Revdex.com, dated September 23'd, and we extend our sincere apology for any inconveniences or misunderstanding you may have experienced during the course of communication with the credit union We have conducted an investigation into your complaint and have concluded: Your membership status with the credit union has been ongoing since October 18th, and remains open On January 25,2010, as a result of monetary losses incurred in connection with your account, your credit union services were restricted to the ability to make deposits and withdrawals from your primary share savings account and make loan payments Your checking account was closed on January 25th, The date of last activity on your checking account was January 09th, Your checking account last had a positive balance on January 09th, The date of last activity on your primary share savings account was May 14th , As a member of the credit union, with an open primary share savings account, you will receive quarterly statements As you do not hold an open and active checking account with the credit union you are ineligible to receive a debit cardIt is for this reason that your request for a debit card re-order was declined Thank you for bringing this matter to our attention Sincerely, [redacted] *

I have been a customer of this bank since the late 1970's, and have been happy with it up until the last three yearsThe first issue, now resolved about two or so years ago is that they limited to the password to online banking to about characters, if I recall correctlyThe lprocedure has since been improved for better securityThe second issue, is the most seriousWhen using the online bill pay, when the checks are submitted online to the payee, the checks are written and sent by a third party company in *** ***, even though UVa Credit Union is based in VirginiaIt is not unusual for some banks to use a third party, but it is unusual to use a third party such a long distance away from the bank itself Because the checks are disbursed from *** ***, they normally take to days to reach a payee in *** (*** ***) (less than a mile from the Credit UnionThe bank committed a very serious error in October 24, when I used their online bill pay on October 17, to send a check from my checking account at UVa Credit Union to transfer money to my savings account at another bank in *** (*** ***) However, on October 17, instead of the payee (*** ***) receiving the check, the third party company ***) apparently sent the check back to the UVa Credit Union [according to Monica] where an employee at UVa Credit Union there deposited it into my savings account at UVa Credit UnionThis happened in spite of the check having been written and addressed (by ***) to *** *** in ***That check was clearly payable to my account at *** ***, including the number of my account where the money was to be deposited.It defies explanation how this can happenWhen I talked with a electronic banking supervisor at UVa Credit Union about how this could happen, the supervisor surmised that perhaps the 3rd party company accidentally put the check addressed to *** *** into an envelope addressed to the UVa Credit UnionCompounding this error a UVa Credit Union employee did not notice that the payee was *** *** (not the UVa Credit Union)This employee whose name is not known to me then deposited the check to my savings account (even though the destination account number was my *** *** savings account number) Furthermore when I tried to resolve this, the supervisor was defensive, brusk, impatient, dismissive, had difficulty listening, frequently interrupted me, and talked over meThis happened even during a conference call involving myself, the supervisor at the Credit Union and a teller at *** ***At one point during the conversation I had to ask her to let me talk because she frequently talked over meThis was very unprofessionalPerhaps the supervisor was defensive because she could not explain the situation and may have been out of her control, but that is no excuse for rude behavior Because this has not been satisfactorily resolved as to exactly what happened, I have now escalated the issue to the Vice President of Operations at the UVa Credit Union, who I am waiting to talk with and gain some understanding of how this could happenMeanwhile, I have lost trust and any remaining good will toward this institution after having been a loyal customer for many years

Dear [redacted]
 
I am in receipt of your letter dated July 25th .
 
After a thorough review of [redacted] complaint, the credit union has responded to
 
him and has addressed those concerns to his satisfaction. 
If...

anything further is needed please don't hesitate to contact me.

Dear Member:
UVA Community Credit Union acknowledges the receipt of complaint No.[redacted], issued through The Revdex.com, dated September 23'd, 2014 and we extend our sincere apology for any inconveniences or misunderstanding you may have experienced during the course of...

communication with the credit union.
We have conducted an investigation into your complaint and have concluded:
Your membership status with the credit union has been ongoing since October 18th, 1990 and remains open.
On January 25,2010, as a result of monetary losses incurred in connection with your account, your credit union services were restricted to the ability to make deposits and withdrawals from your primary share savings account and make loan payments.
Your checking account was closed on January 25th, 2010.
The date of last activity on your checking account was January 09th, 2009.
Your checking account last had a positive balance on January 09th, 2009.
The date of last activity on your primary share savings account was May 14th , 2008.
As a member of the credit union, with an open primary share savings account, you will receive quarterly statements.
As you do not hold an open and active checking account with the credit union you are ineligible to receive a debit card. It is for this reason that your request for a debit card re-order was declined.
Thank you for bringing this matter to our attention.
Sincerely,
[redacted]

Review: [redacted] has repeatedly failed to return phone calls regarding my home equity loan. My loan application was made in May and he initially called and said I was not approved and stated my credit was the reason and really could not provide any other information and was not interested in staying on the phone. However, I had read in several financial publications that a home equity loan should not require exceptional credit since it is secured by your home. I then contacted his supervisor, [redacted], who apologized and let me know that the loan might be approved if we were paying down debt and our home appraised high enough: options [redacted] never offered. We then went through the appraisal process and found out that our home appraised for more than enough to meet the loan to value ratio. We also agreed to pay debts with the loan since that was the primary purpose of it. At closing on July 3rd, which was scheduled by Members Title and Escrow, we were expected to sign paperwork that authorized the credit union to pay certain debts directly (which [redacted] never discussed with us; we thought we would be able to choose the highest interest revolving debt ourselves) in addition to paperwork indicating whether we preferred to pick up the loan check or have it mailed (we did not understand, nor did the closing agent, how we could pick up a check if the loan proceeds were paid directly to creditors) as well as the repayment terms of the loan being a 5 year repayment period which made our payment unaffordable (which we thought we would be able to choose the length of the loan at closing).

[redacted] communication skills are atrocious and I do not understand how he is supposed to be serving the customers of UVA Credit Union with financial services when he does not return phone calls and does not explain the options available to the customer as a loan officer should (loan terms, interest rates, length of repayment). The closing agent was unable to help us since [redacted] was on vacation and [redacted] was unavailable to help us in what we believed was a rather urgent matter. We signed the paperwork but then exercised our right to cancel within 3 business days; It took multiple contact attempts to [redacted] and finally, to [redacted] to express our frustration at the process and get that accomplished.

It has now been three weeks and I have left messages a half dozen times for [redacted] in the past week in order to get 2 return calls with sarcastic apologies and a bad attitude for the paperwork revision taking so long and assurances it would be ready Monday or Tuesday of this week (7/21 or 7/22) which it never was and we never received any notification to the contrary. However, at this point, we did not expect much else. The process for a first mortgage could take this long but there is no excuse for a second to take this long. [redacted] claims that the delay was due to the paperwork having to be reprocessed. However, the period of time between the appraisal and first attempted closing was shorter than the time between that closing and now. Furthermore, I would think the process would have been expedited due to the original paperwork and due diligence on [redacted] part, being at fault. Now [redacted] is on vacation and we have no other recourse, especially since if we go to another lender, we will be liable for the $400 appraisal.Desired Settlement: I would like an explanation detailing why [redacted] does not return my calls, did not offer options as a loan officer should (the excuse was that I didn't ask; he's a loan officer and I'm the customer; he has a fiduciary duty to inform me of my options since I have no knowledge of what options I have to even inquire about), and why it took 3 weeks to reprocess paperwork that he mismanaged. I feel he is deliberately delaying progress of this loan and I would like someone in a position of authority to intervene at this point.

Business

Response:

Dear [redacted]

I am in receipt of your letter dated July 25th .

After a thorough review of [redacted] complaint, the credit union has responded to

him and has addressed those concerns to his satisfaction.

If anything further is needed please don't hesitate to contact me.

Review: I have been a UVA Credit Union member for years. Back in 2009 I fell ill and was forced to file bankruptcy. The credit union was apart of the bankruptcy but I paid them a percentage of what I owed them. I did not just file a total bankruptcy. But the bankruptcy is not the issue. The issue is that they have considered me an active member throughout the bankruptcy and even after the bankruptcy. I had a checking account open with a balance and they send me statements every month. Today I asked for a replacement checking card, and they wanted to charge me a 15.00 replacement fee. When I told them I had not used the card in years and it was time for a replacement card anyways they said because of my bankruptcy they could no longer honor my account. Why didn't they do that a long time ago. Why now when I ask for a card and do not want to pay for a replacement card I did not lose do they want to cancel my account. Plus I still have a balance in the account. I know of other people who have filed bankruptcy with them and still have accounts. Why me and not everyone?Desired Settlement: I want an apology and a replacement card.

Business

Response:

Dear Member:

UVA Community Credit Union acknowledges the receipt of complaint No.[redacted], issued through The Revdex.com, dated September 23'd, 2014 and we extend our sincere apology for any inconveniences or misunderstanding you may have experienced during the course of communication with the credit union.

We have conducted an investigation into your complaint and have concluded:

Your membership status with the credit union has been ongoing since October 18th, 1990 and remains open.

On January 25,2010, as a result of monetary losses incurred in connection with your account, your credit union services were restricted to the ability to make deposits and withdrawals from your primary share savings account and make loan payments.

Your checking account was closed on January 25th, 2010.

The date of last activity on your checking account was January 09th, 2009.

Your checking account last had a positive balance on January 09th, 2009.

The date of last activity on your primary share savings account was May 14th , 2008.

As a member of the credit union, with an open primary share savings account, you will receive quarterly statements.

As you do not hold an open and active checking account with the credit union you are ineligible to receive a debit card. It is for this reason that your request for a debit card re-order was declined.

Thank you for bringing this matter to our attention.

Sincerely,