Wireless Broadcasting Systems of Boise

Dear Ms [redacted] , I am responding to your concern, which we received on October 22, from the Revdex.com I apologize for and regret that you felt it was necessary to involve the Revdex.com to resolve this matter As a member owned financial cooperative, our goal is to provide outstanding service and communication to our member owners and I truly regret we failed to do so in this instance In reality, our decision to not charge any interest due was made prior to you involving the Better Business Bureau Regrettably, which I apologize for, we failed to communicate that action effectively In fact, from your very first phone call to us, I believe it was clear to see what we needed to do, which of course was to waive any interest due I am genuinely sorry that was not done and we will work to improve that process moving forward While the due date to avoid paying interest was the 17th and not the 20th, which was communicated on every statement we sent you, I don't believe that is germane (Be clear, I don't doubt you when you say we advised you the 20th, in spite of what we communicated with each statement.) Simple logic and common sense would suggest the three day difference didn't matter, period and end of sentenceYet, this is even more so after you advised of the improper communication you received I apologize we didn't take the needed action with your very first call That is what should have happened and I regret it did not We will work to improve that moving forward, as serving our members is critical to our future success I believe we have already communicated to your our decision to waive any interest associated with your loan, under the same as cash provision, which in fact has been credited to your account Thus, I think this matter is resolved Yet, if you would like to involve me further, I am happy to be of assistance Sincerely,Gerald DG** [redacted]

Dear Mr [redacted] , I am responding to your inquiry/complaint filed with the Better Business Bureau on October 20, It would be easier to discuss these matters in person or by phone than through e-mail and I invite you to contact me directly However, I don’t want your concern to go unanswered and thus I am responding accordingly In the simplest of terms, and if I understand your request, you are asking us to refund the fees we assessed when you overdrew your account Yet, I don’t believe you are disputing that the checking account did not have enough money on deposit at the time the transactions were presented for payment Instead, I understand you to be saying that since you can’t control when the money will be withdrawn to pay for these transactions, you should not have to pay fees, even if your account is overdrawn From our perspective there is of course a simple remedy Make sure funds are on deposit, actually posted, before authorizing the disbursement of funds In reviewing your account, I discovered you utilize a third party, PayPal, to pay certain bills Perhaps they have the ability for you to request a settlement date? KEMBA simply processes the transaction presented to us by PayPal, or any other authorized user, on the day they (not us) have chosen We don’t control in any way when they choose to request funds from your account Nor do we structure debits in any way We simply post them as presented Again, you may be able to schedule a payment settlement date with PayPal, but we can’t control that I also want you to know we already build a tolerance of $into our equation Thus, we don’t charge a fee for miniscule errors, amounting to less than $ In reviewing your account, you have actually benefited from this practice If we did not have this tolerance you would actually have even more overdraft fees assessed, based on the transaction activity on your account Let me encourage you to examine your account in detail, as I think it will help you gain a better perspective on what is transpiring Earlier today (10/22/15) a deposit was made I assume, based on the transaction description, that this was your payroll deposit Yet your present balance is significantly less than the amount of that deposit Some of that difference is directly related to the fees we assessed But even if we were to refund those to you, your account balance would still be less than the amount of the most recent deposit Thus, you are overdrawing your account While we allow you to do this, we charge a fee for this privilege If you want me to have this service turned off I can do that Yet, when items are presented for payment and there are not enough funds on deposit, we will return those items and charge a non-sufficient funds fee Again, the best and really only way to avoid these types of fees is to not overdraw your account The only way I know how to do this is to wait until the deposit of funds is actually made, prior to authorizing or making withdraws As you said in your Revdex.com correspondence, we have already provided you with a courtesy refund earlier this month Again, your account was actually overdrawn and that is why you were charged Yet, I will authorize two of the three most recent charges be refunded to your accountThe third fee will not be refundedThus, we will refund $to you Yet, I need you to know we will not continue to do this in the days, weeks and months aheadAgain, I urge you to please examine your current balance in relationship to the amount just deposited Clearly you have spent more money than what was in the account prior to the deposit This is what you must stop doing if you wish to avoid these fees in the future, as we will continue to post transactions when they are presented for payment If you would like to discuss this further you can reach me at ###-###-#### X [redacted] Thank you for the opportunity to resolve this matter Jerry G [redacted]

I would like to begin with an apology The account should have been closed on December 5, as you requestedRegrettably that did not occur and again I am sincerely apologetic for thatI am glad to note that coincidently enough we were able to remedy this matter prior to receiving the Revdex.com concern As you know, we spoke by phone yesterday, 1/17/ I appreciate the time you afforded me I have followed that up with separate correspondence I believe this matter has been remedied and your account closed as you requested Again I apologize, as this should not have necessitated more than one request, let alone three If you should need further help, I am happy to be of assistance Thank you, [redacted] ***

Dear Mr [redacted] We spoke by phone last week and I believe we have resolved this issue Your concern, I believe, is that our web page contains a link to Turbo Tax, which offers a discount of up to $15, depending on the product selected, and you don't believe the discount to be legitimate As we discussed, if you go directly to the Turbo Tax website and compare prices, you will in fact find a discount by using the link on KEMBA's web page If, however, you click the link on KEMBA's web page and then go to Turbo Tax's web site later, there doesn't appear to be a discount, as the prices are the same My understanding is that is because a cookie is applied when you first go to Turbo Tax via our web site link Thus, if you access the Turbo Tax web page via the same device, it will not appear that a discount is made available As we further discussed, while the discount is legitimate, I am not claiming you could not find a similar or perhaps greater discount through another channel As mentioned by phone, I want to reiterate, KEMBA Financial receives no remuneration of any kind from Turbo Tax for having this link available It truly is meant to be nothing more than a benefit for our members While I appreciate you discussing this matter with me and for the time you have invested, I must apologize to you We should have responded much more timely to your inquiry about this issue, which occurred on March I believe doing so would have allowed us to explain the issue to you and prevented your extra effort and time to involve the Revdex.com Please accept my apology and thanks for being a member/owner of KEMBA Financial Credit Union Also, if you need to discuss this matter further with me, my contact information is: [redacted] or ###-###-#### All my best, Gerald G**

[redacted] I apologize for the misunderstanding Our records do not indicate our refusal to file a dispute process Instead, we have asked that you provide us with a receipt indicating the product has been returned to where it was purchased from Upon receiving this, we are more than happy to file the dispute, after you complete the appropriate paperwork, if the merchant still refuses to refund your money In fairness, it would not make sense for the merchant to refund your money for a product that is still in your possession Our understanding is that you received the product, the product was used, it subsequently broke, and that you now would like the merchant to refund the funds It was also our understanding, through earlier correspondence, that you stated you had not returned the damaged merchandise Thus, we did not understand what you were asking us to disputeAgain, we apologize for any misunderstanding Again, please provide us with the evidence of the product being returned, along with the completed dispute paperwork, and we will gladly file the dispute with VISA Obviously, we cannot state whether they will honor the dispute, but are more than happy to begin the process.Sincerely,Gerald DG [redacted] ***

Dear Ms [redacted] I tried to contact you by phone and regrettably was unable to reach you and also unable to leave a message While it would be much easier to speak directly with you about your concern, I will attempt to respond in hopes of clearing the matter up expeditiously(I have sent a copy of this message to your email address, as well.) Yet, I have also included my phone number if you wish to contact me In researching this matter here is what I have learned It appears that you purchased a car from [redacted] in late December 2014/early January The car dealership then shopped your loan with a number of financial institutions and KEMBA ultimately funded the deal giving you a loan in the amount of $17, The loan was for the purchase of the car and the extra products you bought from the dealer, such as an extended warranty, Motor Club and GAP insuranceThese extras totaled $4,199, but none were sold to you by our credit union and we received no income or profit tied to the sale of these products The application and all pertinent information was sourced at the dealership by the dealership’s employee Of course we trust that the information we receive from [redacted] is factual and accurate and rely on them to document that information They are contractually bound to do so Thus, based on your concern, we will investigate with them their process, as we of course need accurate information to base our decisions on when making a loan to an individual Based on what you have shared I understand that you totaled your vehicle That resulted in [redacted] refunding the amount you paid for the extended warranty, Motor Club, and GAP insurance, which amounted to $4, As I understand your concern, you don’t understand why you paid interest on the loan You paid $in interest for the use of the money Specifically, we advanced you a loan for $17, on January 5, and the loan was paid off on October 28, or nearly ten months later The annual rate of interest you paid was 3.99% If you will please allow me to round the numbers, for illustrative purposes only, and let’s say the loan was for $17,and the interest was 4% Thus, the interest on $17,@ 4% for twelve months is $or $a month You had the loan nearly ten months Thus, X months = $ Again, we charged you only $460.86, as your balance declined with each payment you made and you did not have the loan a full ten months We did not charge you for months’ worth of interest, but instead for just less than ten months, the time you had use of the credit union’s money I hope this is clear Again, however, I am more than happy to discuss this with you Finally, if you have concerns with information on you loan application being falsified by the dealership, I would encourage you to contact the Ohio Department of Commerce or the Revdex.com to share your concerns about [redacted] , as we were in no way a party to that transaction Again, we will be following up with them as well, as this is of significant concern to us as a lender Thank you, [redacted] ###-###-#### ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Regards, [redacted]

Mr [redacted] : I appreciate this opportunity to respond to your concern As you know, I e-mailed you on September 14, to gather additional information and to offer my apology Since that time I have been able to listen to a recording of the call between you and our representative discussing the account opening process and thus don’t need that information Let me begin by offering you an apology I regret we provided you with incorrect information about opening a new account While the associate you dealt with is new to her position, I do not offer that as an excuse She should have provided you with accurate information While I wish we had not provided you with wrong information that doesn’t change the fact that we cannot open your account without a proper government issued identification card I recognize this places you in a “catch 22” situation, and empathize with you and the plight you find yourself in Yet, KEMBA Financial, as are all other financial institutions, is required to adhere to a very strict set of Federal regulations regarding the opening of new accounts We need either a non-expired government issued identification card or United States Passport to open an account Thus, we cannot honor your request to open the account, which you set forth as to what you are looking for to resolve this matterDoing so would be a violation of Federal regulations and I am sure you understand why we will not do that Again, I sincerely regret any inconvenience you were caused by our associate providing you with incorrect information I will send you an additional apology under separate cover to the e-mail address you provided Best wishes to you in the days ahead as you seek a solution to your dilemma

We have sent the necessary forms directly to Shannon Yet, per your request, we are also sending them to the Revdex.com.Thank you

[redacted] ***:First, I apologize for any confusion or misunderstanding we may have caused youI am very happy to discuss this matterwith you by phoneIn addition, I can send you copies of the loan documents you signed when receiving the loan, which very clearly disclose the terms of the loan In a nutshell, you have one outstanding loan with us The loan is a home equity loan The rate is clearly disclosed as variable and it is based on the prime interest rate As the prime interest rate changes so will your loan rate In addition, when you received the loan you received a day introductory rate of 1.99% that long ago expired In fact when you modified the loan in February 2013, the initial rate of interest was 3.74% The current rate is 4.99% Please note that I anticipate continued increases in the prime interest rate IF that happens (emphasis on if) your rate will continue to move upward If that rate stays constant your rate will not change Likewise, if the rate falls so will your interest rate.You were also given a discount of 0.25% for having an automated or electronic payment applied to your account In addition, another discount of 0.50% was offered for being an Advantage Member Again, the loan disclosure clearly and overtly indicates that a failure to continue your participation in either of these programs will result in your loan rate being adjusted accordingly I think you will agree that in order to receive the program discount you must be actively engaged in the program Thus, the letters you have been receiving have been advising you that unless you reengage in the Advantage Program (i.ehave a KEMBA Checking account, with direct deposit, and electronic statements) your loan discount will cease to be applied While we would love you to have your checking account with us and are willing to offer a loan discount when you do, i.eAdvantage Membership, we fully respect this may not be the choice you so desire Thus, our correspondence is not designed to hassle you in any way, but instead to be fully informative and to remind you about the terms and conditions you agreed to when you obtained the loan.I hope this bring clarity to this matter and appreciate the opportunity to address your concern I will reach out to you independently of this correspondence, in as much as there are other items related to your current loan that we should discuss.All my best,Gerald G**, CEO

Mr [redacted] , I wish to apologize for the difficulty you experienced accessing your account information and account statements that are associated with your business checking and credit card accountsFurthermore, I regret that we failed to properly address paying off these debts when you visited our [redacted] branch on June 23, I make no excuses; we should have accepted the payment offered As a quick recap and to establish an appropriate audit trail, let me note that you last made payment on your credit card account on March 3, when you paid the balance in full You then performed a cash advance on March 9, and then another charge on 3/11/The payment became due on April 26thAlthough electronic payment reminders were sent, the payment that was now past due was not made Only then, after being days past due, was the electronic access temporarily disabled in hopes that it would encourage you to contact us by phone or in person Eventually, we successfully made contact with you on June At that time payment arrangements were made and you visited our [redacted] branch to pay off the balance owingUnfortunately we failed to properly apply/accept the funds Since that occurred I understand that Kelly Myers, our [redacted] Branch Manager, has reached out to you and new arrangements have been made We thank you for that In as much as the loan is past due for the April, May, and now June payments, we are not willing to correct the credit bureau reporting recordsWhile electronic online access was turned off, notices were in fact sent and with all respect you should have known payment was due Furthermore, you could have proactively called us to make an inquiry and or payment arrangements Again, I am sorry for our error and I am pleased that we have been able to provide you with the needed information that will allow you to pay this account in full, per your request Sincerely, Gerald DG**, President/CEO

Ms [redacted] : Let me apologize for our error I am in 100% agreement with you that we should have called you before moving money from one account to another While our motive was good, i.eresolve an issue, our methods were not as we both would have likedAgain, I apologize for our methodology and pledge that we will work to improve in this area Your accounts have been restored to their original condition and all fees have been refunded, which I believe is the remedy you were seeking We will also send you a formal apology note Thank you for bringing this matter to my attention Again, I apologize that this was necessary and for any inconvenience we may have caused youGerald DG [redacted]

I want to make it known that the issue was properly resolved to my satisfaction , MrG***was nice enough to contact me personally to discuss the issue and I was able to get the issue fixed with the bank Can you please notate that in the file? Please let me know what to do to update this to indicate I am satisfied with the response.Thank you, [redacted]

the paperwork that I have states otherwise that I was charged 17,that was financed by you guys plus 2,being the amount it will cost me after being financedbringing to a total of after all payments have been madeNot to mention I gave jeff wyler 1,in cash as well as my car in the amount of up front totaling that was given at the time of purchaseThe price of the vehicle that was purchased was 14, Regards, [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted] , and have made contact to set up a phone meeting with MsP [redacted] Due to my extreme work schedule and other aspects, my response to her was late -- my apologiesOn the side note, I was quite surprised with the tone of the response in which I receivedFurthermore, a reflection of the values of KEMBA Regards, [redacted]