Williams Scrap Iron & Metals

Dear Ms. [redacted]: Thank you for your phone call regarding the Revdex.com complaint filed against Generations FCU by Ms. [redacted]. The Revdex.com ID number for this complaint is [redacted]. It is important to note that due to federal privacy regulations on member...

accounts, we are limited in our ability to fully respond to Ms. [redacted]’s concerns. However, in response to Ms. [redacted]’s request that either Skip-A-Payment or a hardship loan be offered, Generations’ policies and procedures indicate that both these products are only available to members who have a satisfactory repayment history, and/or no loan charge-offs on their account. Accordingly, as Ms. [redacted] indicated in her complaint, her current loan is not eligible for our Skip-A-Payment feature, and she is not eligible for a hardship loan. With regard to the ability to email payment information, due to security purposes, Generations does not currently offer this service. Email is not considered a secure method of communication as we cannot ascertain who is sending the email without proper verification procedures. In the past, Generations occasionally allowed members to contact our Member Solutions Department via email. However, due to recent internal policy changes as a result of federal privacy regulations, we do not accept payment requests via email from any member. However, we do encourage Ms. [redacted] to setup online payments through her primary financial institution's bill payment system which will allow for timely receipt of her GFCU loan payment. Should you have any additional questions, please do not hesitate to contact me directly at [redacted]

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 [redacted] would like to notify Revdex.com that my complaint with Generations FCU has been resolved. Generations has credited my account and I have put off my balance. Thank you! 
Regards,
[redacted]

Generations FCU is limited in our ability to respond to this particular complaint due to federal privacy laws that protect member account information. However, speaking in generalities, federal law requires that a Veterans Administration disability benefit check must be direct deposited into an...

account that has the disability recipient listed as either a primary signer or a cosigner. By law, disability checks cannot be deposited into accounts where the individual who is receiving the benefit is not listed on the account. As with every financial institution, there are automatic processes in place that reject these types of deposit errors. It is important to note that personal payroll direct deposit requirements are different from those of VA disability benefits. With regard to the vehicle refinance, there are again several privacy regulations that prohibit us from fully discussing the issue with a third party. As mentioned in his complaint, Mr. [redacted] has indicated that he has paperwork showing an error was made by our credit union. We have contacted him on repeated occasions to request copies of these items. However, he will not provide us with that documentation and has indicated that he will only speak with the Revdex.com. We would again request that Mr. [redacted] contact our Vice President of Risk Management, J[redacted] at [redacted] in order to resolve this issue. Should you have any additional questions regarding this complaint, please do not hesitate to contact me at [redacted]

September 18, 2015 [redacted] Revdex.com 1005 La Posada Drive Austin, Texas 78752 RE:      Generations FCU (GFCU) Complaint #[redacted] Dear [redacted] Thank you for your phone call regarding the Revdex.com complaint filed against...

Generations FCU by [redacted]. The Revdex.com ID number for this complaint is [redacted]. Generations conducted a campaign promotion from April 13, 2015 through June 20, 2015 which offered an account credit of $75 to new members who: 1)      Opened a new GFCU checking account 2)      Enrolled in eStatements 3)      Enrolled in Direct Deposit 4)      Conducted at least 20 debit transactions per month from the checking account for the first 90 days after account opening. Every piece of advertising and collateral promoting this offer featured these disclosures. Additionally, branch staff highlighted these disclosures during the account opening process, both verbally and through in-branch collateral materials. I am attaching for your review: 1)      sample advertisement featuring the disclosures, 2)      sample in-branch flyer featuring the disclosures, and 3)      sample Staff FAQs that featured these disclosures as talking points. Unfortunately, Ms. [redacted] did not meet these requirements and thus was not eligible to receive the $75 credit. We sincerely regret that Ms. [redacted] was not aware of the minimum requirements of the promotion. However, the requirements were highlighted in every advertising and collateral material she received, in addition to being verbally presented during the account opening process. With regard to the held funds, Federal law requires Generations to place “holds” on funds that are deposited into newly established accounts, as required by Regulation CC, also known as the Funds Availability Disclosure. The hold times outlined in Regulation CC are based on the amount of the deposit, type of deposit, as well as length of relationship with the member. These holds are an industry requirement and occur at every depository financial institution. Members are made aware of Regulation CC during the account opening process. We verbally walk members through the Membership and Account Agreement (which outlines Regulation CC), and they are provided a copy at that time. Additionally, the Member Service Agreement is available on our website and mailed to any member who requests it at any time. I am also attaching a copy of our Membership and Account Agreement for your review. Should you have any additional questions, please do not hesitate to contact me directly at [redacted].

Complaint: [redacted]
I am rejecting this response because:  I am not asking for special exceptions for our account.  I am speaking for any and all customers of Generations.  Limiting how you receive payments on all ends AND by not being willing to work with/help and or take care of customers who are going through a financial hardship only reflects negatively on Generations.  It is not a federal guideline to not be able to pay thru your website.  The only option that Generations currently has to pay online is if you have an account with them.  I refuse to bank with Generations.  I pay a auto loan through Security Service FCU online through A non Generations account...so unles Security Service received special permission, I wouldn't think it would be impossible for Generations.  I don't need rewording of anything.  Generations is just showing yet again how unwilling they are to work with their customers!  Have the vice present of Risk Management respond instead of referring me without any contact information. She can go thru the Revdex.com to communicate with me.  
Regards,
[redacted]

One of our operations support specialist called Mr. [redacted] this afternoon, and confirmed his request to close his account. She has mailed him a check for the total funds still in the account.

[redacted], vice president of branch operations for Generations Federal Credit Union, left a voicemail for Ms. [redacted] on 9/6/17 after she tried calling him.  He finally spoke with her on 9/28/17.  He apologized for not responding in a timely manner and for the frustration she felt...

regarding the issues she had experienced with her card.  Mr. [redacted] was able to provide an explanation for her card issues.  He asked her to please call him directly if she ever experiences service issues again.Please let me know if you or Ms. [redacted] have any questions or require anything else.  Thank you.

Complaint: [redacted]
I am rejecting this response because:  the people who really need skip payments or hard ship loans are the ones that are struggling and have a financial hardship.  By remaining close minded and not helping people who are trying their best and only giving them the run around and treating them as if they are losers, isn't the answer and will not help the credit union receive referrals.  To the contrary, anyone that I know, I mention the horrible treatment we have received by Generations.  I called to make a payment and a simple phone call to accept money on a loan, wasn't even simple. It's ridiculous.  Their website doesn't even allow you to make payments online unless you bank with them.  I will not give them the opportunity to maintain my bank accounts!  Not in this lifetime.  I have heard from previous officers of the company that I am not the only one who feels this way.  Limiting how people can pay, prolongs the process.  Generations should make it simple to pay them.  
Regards,
[redacted]

As I mentioned previously, we are limited in our response because we cannot provide specific account details on Ms. [redacted]’s accounts. Additionally, she’s requesting that we make special exceptions for her account which would violate federal lending practices.I’ve tried to re-word our response to better reflect that. As I mentioned in my letter, we strongly encourage her to contact our Vice President of Risk Management in order to address specifics on her account.Don’t hesitate to let me know if you have any questions.Thanks again!Kindest Regards,[redacted]

Complaint: [redacted]
I am rejecting this response because:generations failed to pay off the original loan as they...

claimed they paid in full. When given the paperwork provided by the original finance company, generations failed to resolve the issue causing both the original finance company and generations to require myself to make monthly payments, totaling around $800 a month, or both, the original financial company and generations were theatening to repossess the vehicle. Had generations looked into the problem, they would have seen that they did fail to pay the full original amount to the first finance company and they could have finished paying them as they stated in our loan contract. Generations admitted to not originally paying off the first finance company when they sent me a letter a month after I turned in the vehicle, stating that at that time, they finally paid the rest of the amount unpaid to the original finance company. Had they taken these corrections first instead of waiting until after I turned in the vehicle, I would have been able to keep my truck and they would have gotten the loan paid off. Generations was negligent in their own paperwork and competence of doing their job and business and my credit and myself should not have to suffer negatively just because they didn't want to correct their own mistakes and instead tried pushing it on myself, the consumer. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:All contact...

information that GENERATIONS FCU has provided me is invalid. I cannot contact a fake merchant for my money back. 
I was unaware that it was a fake website until adidas verified that the link I used is unauthentic. I would love to have better assistance in being able to contact the merchant who responded to the dispute.  Regards,
[redacted]