West Community Credit Union

Complaint: ***
I am rejecting this response because: the $fee was charged on transactions that did not leave the account with a negative balanceTheir response does not address that
Sincerely,
*** ***

West Community Credit Union offers an overdraft privilege program, in which transactions made with insufficient funds may be paid for a fee of $The policy and disclosures regarding this program are provided upon account opening, semi-annually, upon eligible for the program, the first
time the program is utilized, and through a cycle of up to five mailings each time the program is utilizedCredit Union members have access to 24-hour customer service, online and mobile banking, and an automated telephone service to ensure the availability of account and balance information. West Community Credit Union’s fee refund policy limits fee refunds to three fees ($87.00) per 18- month period unless an exception is made by a manager On 11/19/15, fees were refunded in the amount of $with manager approval and a discussion with the member about the overdraft privilege program was had. On 12/07/15, fees were refunded in the amount of $with manager approval and a discussion with the member about the overdraft privilege program was had. The email that initiated this conversation was sent to a former employee of West Community Credit Union on April 6, Email correspondence with the member lasted from May through May 13, 2016. In this exchange, pending deposits and that the credit union does not determine the availability date for ACH deposits was again coveredLetters regarding the usage of the program and program disclosures were sent on 4/29/16, 5/9/16, 5/18/and 5/19/2016. As a final courtesy we refunded two more fees totaling $on May 13, 2016, to show our willingness to an amicable solution There has been no activity on this account since June 8, The discretionary overdraft privilege for the account has been revoked as it did not meet the member’s expectationsMember notification of this action was mailed May 19, 2016. In conclusion, all actions on the referenced account were handled in accordance with established Credit Union policies and proceduresFees were never posted as a result of a transaction made on a positive balance account, and fee refunds in the amount of $($in excess of our practice due to confusion on pending deposits) were refunded

As further explanation of the fees charged, West Community is providing the language from the program disclosures that are provided regarding available balance, holds on funds, and posting orderThese are the same items that were discussed with the member upon the fee refunds explained in the original response West Community Credit Union authorizes and pays transactions using the available balance in your accountThe available balance is comprised of the ledger balance (collected funds) less any debit card holds, and does not include any deposited funds on holdWest Community Credit Union may place a hold on deposited funds in accordance with our Deposit Account Agreement and DisclosureIf the funds in the available balance are not sufficient to cover a transaction, any available overdraft protection and/or the amount of the Overdraft Privilege limit, may be used to authorize and pay a transaction We generally post items in the following order: 1) credits, 2) ATM and debit card transactions (in the order received), 3) ACH debits (low to high by dollar amount, 4) checks (check number order).]; however, exceptions will occurHolds on funds (described below) and the order in which transactions are posted may impact the total amount of Overdraft Fees or Return Fees assessed West Community Credit Union will place a hold on your account for any authorized debit card transaction until the transaction settles (usually within two business days) or as permitted by payment system rules. In some cases, the hold may exceed the amount of the transactionWhen the hold ends the funds will be added to the available balance in your accountIf your account is overdrawn after the held funds are added to the available balance and the transaction is posted to the available balance, an Overdraft Fee may be assessed In conclusion, all actions on the referenced account were handled in accordance with established Credit Union policies and proceduresFees were never posted as a result of a transaction made on a positive balance account, and fee refunds in the amount of $($in excess of our practice due to confusion on pending deposits) were refunded

I have made two attempts to reach Mr*** at the phone number listed on the complaint. I would like to gather more information about his conversations and help him resolve the payment situation. Mr*** has been refunded $of the $he was charged YTD in overdraft
fees. Statements are sent out or emailed to every member. Members are responsible retaining their statements for their records. Requesting years of copies seems excessive. I would like to discuss the reason for the request and see if we can't find an alternate, less expensive solution

Thank you for the opportunity to validate this trade line for youUpon review, we verified that the account is reporting accuratelyWe would be happy to help you get this fixed for youPlease reach *** *** at *** to discuss the solution