Vantage Credit Union

Thank you for your message and concern. However, at the time of the balance there were items pending including two USA snack of $transactions pending. At the time the $transaction cleared, the two USA snacks of $was pending along with the $& 12.89. There
was not enough to clear each transaction by $-when the $was presented to clear the account, which in turn charged a courtesy pay fee and took away from the funds that were holdingA Branch Supervisor explained why we were not able to refund the fees, closed the account and she spoke to a Phone Center Supervisor who also explained in detail how the courtesy pay fees were charged on the account. At this time the account is closed, the fees were not a result of a Credit Union error and will not be refunded to the Member. Thank you for your time, *** *** | MANAGER OF PHONE CENTER VANTAGE CREDIT UNION *** | ***@vcu.com

Initial Business Response /* (1000, 10, 2015/06/17) */
Mr*** was granted an auto loan in June 2014, at that time he was given the appropriate interest rate based on his credit scoreMr*** applied on May 15th, for a possible refinance of the auto to lower his interest rateAt this time,
the logistics of how to take care of this business were discussed, email being one of the many waysMr*** was informed we would need the title to proceed with the closingMr*** was under the impression that Vantage Credit Union had the physical titleVantage Credit Union rarely receives titles from the State of Missouri, title are mailed to the member, as was the case for Mr***'s auto/titleThe whereabouts of the title are unknown, according to the State of Missouri Mr*** should have received itMr*** was required to obtain a duplicate title from the State of MissouriWhen the duplicate title was received Mr*** was able to proceed with the refinance, and his interest rate was decreased by multiple percentage points on May 23rd, Until the duplicate title had been produced there would have been no paperwork to email to him
In regards to the Mastercard Rewards with Vantage Credit Union, the interest mention in the compliant is his interest rate, and it properly corresponds with his existing higher credit scoreBased on the product Mr*** has he is at the proper interest rate

Before submitting this complaint, the member was refunded the fee mentioned as a one time courtesy when he called into inquire about the fee. However, this refund is not to reflect that the member did indeed have funds available in his account at the time of the transaction. As repeated
attempts have already been made now and previously to help him the difference between actual and available balance, the member should take proactive steps to fully understand how this situation could occur. At the time this transaction (ACH) cleared causing an overdraft, the debit card had a partially completed transaction which showed as on hold. The card oriented debit had pre-authorized the charge, but the vendor had not completed the process to actually withdraw the funds when this second charge (ACH) did withdraw funds greater than the amount available

We have attempted to reach out to this memberleft message with contact number and direct extension

Initial Business Response /* (1000, 5, 2015/11/12) */
Vantage Credit Union (VCU) has previously attempted to address and explain Ms***'s concerns via phone in the last monthMs*** failed to keep the payment arrangements with the credit union more than once before the business decision
to repossess became necessaryAfter we gained possession of the collateral it is true that we held the check that was presented by Ms*** to ensure that the check was validIt is common in the course of our business for our Security Department to enforce extended check holds if a check appears to be fraudulent, as was the case with the check that Ms*** presented as paymentWe had expressed to Ms*** on numerous occasions the date when the funds would be released, including the date that she presented the check as paymentOn the day that the funds were to be release Ms*** began calling the credit union repeatedly until the funds were released (this was a manual process to release the funds)
At the time of repossession VCU reported the loan as a repossession on Ms***'s credit report; once the loan was paid in the full VCU updated her credit to reflect that the account as paid in full but was a repossessionThere was no malice or other intentions on the part of VCU other than to provide the most accurate credit reporting status for the account

I filed a complaint with you and you have closed it#***The issue has not been resolvedI have not heard from VantagePlease reopen the claimThey are threatening to take my property over less than $I have no idea what this is forMy payment is NOT behind Provide written documentation of what they are requesting and whyNo further adverse action until the information has been received

Vantage Credit Union (VCU) would be happy to speak Ms*** and go over the accounts and additionally work out a mutually acceptable resolution to the amounts owed not involving the outside companies hired by VCUIf Ms*** wishes to do so she would need to contact *** or *** in our Credit Resolution Department at ***

It may be lateI have asked them on multiple occasions to change the due date til the end of the month to coincide with my pay datesThey have refused to do so

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

I have reached out to Mr*** about his complaint several times with no reply. I called and left a message on both the number provided and another number we have on file on 6/9/(the date we received the complaint) as well as sending an email to the address provided in the complaint.
Since then, I have tried calling the number provided in the complaint on 6/12/and 6/15/17, finding the voice mailbox full both times. Today I reached out again to the number provided in the complaint (finding it full), the number we have on file (left a message), and email. Reviewing the account, it appears that Mr*** is expecting his whole payment on his line-of-credit to be applied to the principal. However, the line-of-credit accrues interest on an outstanding balance, and so a small amount of his payment is going toward interest, with the majority going towards principal

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. I still did NOT receive any prior information regarding this change of my account but I have accepted that the terms of my account has changed with out my prior knowledge and will be closing my account and no longer doing business with this company. The way I have been treated and dealt with as a customer Vantage Credit Union does not deserve to have an A rating with the Revdex.com.
Sincerely,
[redacted]

The Credit Resolution management of Vantage Credit Union (VCU) attempted to answer the concerns that Ms. [redacted] expressed on February 6, 2017 and February 4, 2017 however both times she became upset and ended the phone calls before we could come up with a resolution. During previous calls, Ms....

[redacted] did not mention the issues with the Triple A transaction nor that did a VCU employee from the branch instruct her not to make her payment while the issue with Triple A was being resolved. While VCU understands, the transactional issues caused by the third party can be frustrating it does not negate Ms. [redacted]’s obligation to continue to maintain her payments. Ms. [redacted] made a payment on December 16, 2016, which was for her October 26, 2016 payment. On January 12, 2017 VCU closed the line of credit when it was 46 days past due after no contact with Ms. [redacted]. We attempted to contact Ms. [redacted] on January 5th, 10th, and 12th prior to making the decision to close the line of credit. Ms. [redacted] then made her November 26, 2016, December 26, 2016, and January 26, 2017 payments on February 1, 2017.   In reference to the questions on repayment obligations, Ms. [redacted]’s agreement states that the payments are to be paid on the 26th of every month for her Overdraft Line of Credit. The payment is in default the day after the payment is due if it is not paid and then is assessed a late fee on the fifteenth day after a payment is not paid. Loan payment history is reported to the credit bureaus on a monthly basis.  As a result, of the late payments noted above, Ms. [redacted]’s account was reported as past due to the credit bureaus accordingly.    In an effort to prevent this type of situation from happening in the future, the Credit Resolution’s manager has communicated to branch staff and managers the importance of communication with her team and the ability to process loan payments even though another account may have transactional questions being researched.

Complaint: [redacted]
I am rejecting this response because:The Italic wording is from the VCU response.
Vantage Credit Union (VCU) is sorry to hear about the issues that Ms. [redacted] has encountered with our services. It is our goal to ensure that our employees are giving the best service possible. Since Ms. [redacted] has spoken to the Assistant Credit Resolution Manager he has offered to personally handle her account going forward so that he is immediately aware of any issues she may have. Management will be addressing the m[redacted]r in which her account was handled internally and hopes that the rest of her experiences with VCU are pleasant ones so that we can display the member service we are known for.   I have received no direct communication from VCU and thus fear their response to the Revdex.com is insincere, at best. The above comes across as incredibly disingenuous. Perhaps the writer doesn’t realize that the member service experience as I have written; VCU is known for being unprofessional and unpleasant.  Further still, as I have not received any information pertaining to a specific person or phone number and extension to contact for my upcoming payments, I highly doubt the sincerity of any offer to receive personalized care from the Assistant Credit Resolution Manager. Or perhaps knowing the lousy service, they hope to remove any further potential inappropriate employee interactions by simply bypassing their under trained staff        In reference to the force placed insurance, it is true that Ms. [redacted] has had some issues with the insurance requirements of her contract. VCU has worked to resolve these with her however she was liable for a time to pay back a lapse in her coverage as is required in her contract. She completed paying this back when the July 2016 payment was paid August 5, 2016. VCU changed Ms. [redacted]’s payment back to the original amount after this on August 31, 2016. This is a misleading statement. My payment in November had to be transferred to multiple personnel over two days to address the amount still had not been updated accurately in their system. This is the reason my most recent contact with a VCU representative led to my inquiring about my payment amount and leading to my contacting the Revdex.com due to an astonishingly unprofessional demeanor. In last several months, VCU has yet to materialize documentation to the effect of my lapse payments due and continued payments. I don’t deny I owed the amount. I am frustrated that with all the shenanigans placed. For example, being told I would be caught up and yet when I go to make a payment the following month, lo and behold my account was still not up-to-date. Another example of unprofessional business practices.         VCU would also like to acknowledge that we understand that it can sometimes be frustrating to have to be transferred it is only done when a certain department with the knowledge needed is handling the account. This was the case with Ms. [redacted]’s account as the Credit Resolution Department handles delinquent loans and Collateral Protection Insurance (CPI). This ensures that the employees with the most knowledge on these matters assist the member. This is standard policy and understandable. However, this does nothing to address the issue of being repeatedly transferred to specific personnel whom were not available on several occasions. See below regarding better payment options.            In regards to the credit reporting issues Ms. [redacted] has made reference to, VCU does has an obligation to maintain accurate information in the files we provide to the credit bureaus on consumers and cannot remove true and factual information from a consumer’s file. However, if there is anything on Ms. [redacted]’s credit report that she believes is not correct we would investigate any such items. Once again, it is up to the reporting agency to take the payments off the amount due from either the front of the amount or back, one leads to an ability to report late payments the other does not. Since it is the business practice of VCU to punish those who are in good faith effort making payments, it demonstrates a punitive approach on behalf of VCU towards their customer base to regularly report 30 days past due even when the consumer is making payments.  Per the Fair Credit Reporting Act section (b) Reasonable procedures. “It is the purpose of this title to require that consumer reporting agencies adopt reasonable procedures for meeting the needs of commerce for consumer credit, personnel, insurance, and other information in a m[redacted]r which is fair and equitable to the consumer, with regard to the confidentiality, accuracy, relevancy, and proper utilization of such information in accordance with the requirements of this title.” Additionally, nothing in this response addresses the continued issue of a lack of options in bill payments. In this day and age where street vendors can set up reoccurring payments from their cell phones, there is no reason VCU cannot update their accounts receivable department to accept payments online with greater ease or to set up reoccurring payments without having to fax in Private Personal Information. VCU has inappropriately handled my loan for several months. During which time I was repeatedly disrespected, spoken to as a criminal and given little dignity as a sovereign being and kept in the dark regarding my payments and balance. My complaint is not that VCU is a business and holds policies reasonable as such, but with their attitude and business practices which do greater harm while claiming to be for the benefit for those whom are disenfranchised. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 7, 2015/08/19) */
The member came into the office on 07/31/2015. The members account was closed on 06/30/2015 due to an inactive member fee that had been accessed due to no activity on the account for twelve months. On 06/14/2014 the member was in the Sunset...

Hills office and paid off his loan and started the process to close his account. The Financial Service Representative that helped the member did complete a closed account survey and withdrew the $5.00 at that time. The notes on his account state that he changed his mind and decided to leave the account open. Vantage Credit Union will close an account via a signed mail request if a copy of the ID is enclosed. Vantage Credit Union does not have record of any emails, letters, or telephone conversations with the member after 06/14/2014. Based on the this information we did not waive the fee. When the member was leaving the office on 07/31/2015 he stated that he would file a complaint with the Revdex.com because his fee was not refunded.

Reviewed the members account and found that she wasn't charged courtesy pay fees.  The account was charged insufficient fund fees due to the account not having the funds to clear the items presented for payment.  I talked to the member today on the phone and she noticed that the items were...

returned due to lack of payment not courtesy pay items.  We tried to get the complaint resolved over the phone but since the fees were legitimate fees we were unable to come to an agreement because the credit union will not refund the fees.

Vantage Credit Union (VCU) is sorry to hear about the issues that Ms. [redacted] has encountered with our services. It is our goal to ensure that our employees are giving the best service possible. Since Ms. [redacted] has spoken to the Assistant Credit Resolution Manager he has offered to personally handle...

her account going forward so that he is immediately aware of any issues she may have. Management will be addressing the manner in which her account was handled internally and hopes that the rest of her experiences with VCU are pleasant ones so that we can display the member service we are known for.        In reference to the force placed insurance, it is true that Ms. [redacted] has had some issues with the insurance requirements of her contract. VCU has worked to resolve these with her however she was liable for a time to pay back a lapse in her coverage as is required in her contract. She completed paying this back when the July 2016 payment was paid August 5, 2016. VCU changed Ms. [redacted]’s payment back to the original amount after this on August 31, 2016.        VCU would also like to acknowledge that we understand that it can sometimes be frustrating to have to be transferred it is only done when a certain department with the knowledge needed is handling the account. This was the case with Ms. [redacted]’s account as the Credit Resolution Department handles delinquent loans and Collateral Protection Insurance (CPI). This ensures that the employees with the most knowledge on these matters assist the member.            In regards to the credit reporting issues Ms. [redacted] has made reference to, VCU does has an obligation to maintain accurate information in the files we provide to the credit bureaus on consumers and cannot remove true and factual information from a consumer’s file. However, if there is anything on Ms. [redacted]’s credit report that she believes is not correct we would investigate any such items.

Thank you for taking time to provide feedback regarding your August 29th experience at Vantage Credit Union.   The branch’s Assistant Branch Manager has been assisting in this matter from the time that the member brought it to their attention. The teller did erroneously cash the $32 check...

referenced in the member’s complaint instead of depositing it, as the member had requested. Branch management promptly addressed this with the teller to ensure that future errors do not occur.   After further research, the account records indicated that when this check was cashed, the funds were dispensed from the teller’s cash dispense machine.  A review of the camera security footage of the transactions by our Security department shows both the $32 and the $170 transactions being dispensed by the dispense machine and all of the $202 in funds going into the envelope along with our Member’s ID and receipt.   Security footage also indicates that unfortunately our Member did not verify the contents of the envelope prior to leaving the credit union.      The Assistant Branch Manager has apologized to the member directly on behalf of the teller in regards to the check having been cashed instead of deposited; however, because the $32 in question was successfully given to the member, Vantage Credit Union cannot also issue credit for this check again as a deposit into the member’s account.

Complaint: [redacted]
I am rejecting this response because:I can provide a printout which shows my balance was positive when they started charging fees.  The pending item had not cleared my account .  Can I send that to Revdex.com?  It proves my point.
Sincerely,
[redacted]

The Member came into our branch and spoke with a Manager regarding fees accessed on his account. During the conversation the Member disclosed to the Manager that he had not been keeping track of his checking account since September 2014 even though he had access to view his account through online...

banking, in which he also admitted that he had access to. When the Member enrolled in online banking, he also agreed to receive his monthly statements electronically.
During the time frame in which the Member states he was not keeping record of his account, the Member or the joint owner of the account had visited a branch to make deposits on several occasions. At times these deposits were to clear up an overdrawn balance. When the deposit transaction was done the Member, or the joint owner, would have received a receipt with the prior checking account balance showing an overdrawn balance along with the current available balance. At no time when these deposits were made did the Member or the joint owner question why the checking account was overdrawn.
The Member states in the complaint that we should have notified him of transactions pertaining to his account. While the Member admitted to the Manager that he has access to view his account through our online banking, our online banking site has the option to have notifications sent via email based on the Member's preference. For example, the Member can have a notification sent daily, weekly, monthly to have a notification for the balance, fees, overdrafts, withdrawals, and check card transactions sent via email. It does not appear that the Member activated any of these notifications.
Due to Regulation E we were required to send notification in 2010 to Members to opt in or to opt out of the Courtesy Pay program for debit card purchases. To opt out of this, Members were required to complete the form that was enclosed and return it to the Credit Union or to call us directly. We did not receive anything from this Member indicating he wanted to be opted out of the Courtesy Pay program for debit card purchases. In addition, all Members were mailed letters at the end of April 2013 explaining the new changes for the existing Courtesy Pay program, what Courtesy Pay will cover and the fees associated with using the service. The letter also stated that at any time the Member could opt out of the Courtesy pay program or to contact us if there were any questions. We did not receive any returned mail therefore; we can only assume this Member received this letter that was mailed.
As the fees incurred on this account were due to failure to manage and balance the account properly, not wrong-doing on the part of the Credit Union, we do not feel any fee refunds are warranted at this time.

Vantage Credit Union (VCU) would be happy to work with Ms. [redacted] in reference to her closed share account and a plan to repay the balance. The VCU membership agreement provides a lien on shares and a right to offset and when we did the initial account review Ms. [redacted] showed as a joint on the other...

account and the hold was placed to ensure repayment of the debt. After a deeper review of the account since the funds being deposited are for the benefit of a minor VCU has gladly release the hold. We hope this will resolve any issues that Ms. [redacted] has with VCU and we urge her to contact the Credit Resolution Department with any further questions and to resolve the remaining issues at [redacted].