YMCA of the Greater Twin Cities

The attached complaint is being sent to the wrong address, my apologies for the delayed response, as the first notifications were overlooked because this member was not a member at our Blaisdell Ave location The attached complaint has been resolved with the customer directly All past due fees were cleared by the YMCA [redacted] has been removed from collections noticesJosh [redacted] YMCA of the Greater Twin Cities

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ There was an issue with the consumer's 10/automatic electronic funds transfer payment method that was found to be an internal YMCA billing errorThis error did not, in anyway, compromise the customer's credit card information or anyone else'sThe credit card information continued to be encrypted and secure in the YMCA CRM software, not 'lost', as the customer is claimingAs part of a best practice, since the credit card information is encrypted and not available for anyone to access for security measures, including staff, in these cases the YMCA billing department will attempt to recapture the credit card information from the customer to ensure accuracy So on 11/3, according to internal YMCA notes on the customer's account, the customer was notified by phone and had a phone conversation by a YMCA billing representative that the 10/payment did not process correctly from the customer's account due to this internal error, and a balance of $was due for the 10/payment that did not processThe customer understood and the customer agreed to make a payment of the balance due of $at their local YMCA locationPer the customer's internal YMCA notes, a week later, on 11/10, the balance due of $was still pending payment and the same YMCA billing representative attempted to contact the customer by phone, and received no answer, no voicemail was left at this time On 11/at 10:30AM, an automated phone call was made to the customer and a voicemail was recorded on the customer's primary phone contact information about the balance dueThe automated phone calling system logged a ticket indicating that the call was answered by a voicemail and a voicemail was recordedNo future drafts occurred on the customer's credit card account (which would've happened again on 11/15) due to the non-payment of the 10/balance due by that date On 12/3, an auto generated paper invoice was mailed to the customer at their primary mailing address with information about the balance due for the 10/paymentThe customer utilized their local YMCA location on Oct 23rd, Oct 26th, Oct 31st, Nov 1st, and Nov 12thAfter multiple contact attempts by phone and one by mail, the customer's $balance due was turned over to a 3rd party collections agency at the end of December, close to two months after the initial conversation The customer at no time throughout the process disputed the charges of $that were due for the 10/paymentThere were attempts to contact the customer after the initial discussion on 11/before the 3rd party collection agency was involved where additional attempts were made, and the customer only had visit to their local YMCA location after that date Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 11/I did receive a phone call from a billing representative from the YMCA he said someone else's credit card who did not have a YMCA membership had their credit card run for my account because of a Merchant Account errorI gave him my credit card information to run again to fix the problemAfter that point, I did not get any voicemail's from an actual person as the YMCA has notatedThe automated message I did not get a legible message from on my voicemailAt every visit during this entire process to the local YMCA no representative ever talked to me to straighten out the situationI was under the assumption it was resolved until I got the paper invoiceBy this point, I just stopped going at all in frustration and concern about the handling of my credit card information I don't consider this response from YMCA an adequate resolution of my complaint and stand by my complaint for their mishandling of the situation and poor security standardsAs it just so happens I own a company that does PCI/HIPPA risk assessments and remediation and I have noticed several glaring violations of PCI compliance at the local YMCA in BurnsvilleThey use out of date insecure Windows XP terminals to capture credit card informationThe incident where someone else's credit card was run is another example of poorly the YMCA handles consumer credit card information Final Consumer Response / [redacted] (2000, 11, 2016/02/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for admitting this was not handled the best initially and are taking steps to address it Final Business Response / [redacted] (4000, 9, 2016/02/19) */ The $payment received by the YMCA on 2/4/for the 10/15/past due balance is being refunded back to the customer by checkThe customer will receive the refund in the amount of $within 5-business days by mailAll account information has been updated to indicate that the customer is in good standing with the YMCA and any 3rd party agencies involvedThe customer was not at fault for the YMCA's inability to withdraw the 10/15/payment, so the YMCA will not hold the customer liable for that paymentThe YMCA also apologies for the inconvenience and time devoted by the customer created by this errorThe timeliness of the notification to the customer was not acceptable

I am rejecting this response because:
First the program director that I
spoke with twice stated that I would have had to pay in order to rejoin! This program director even stated that everything I am saying aligns with the system to show when I ended daycare and when we joined the YMCA in White Bear Lake as a familyI am not lyingEven if I didn't pay that whole amount because I thought the bill was only about $1,where did my two payments go? There is NO WAY to track down money orders from I never gave my ID to the SA to purchase money ordersI did not keep the stubs either after about a yearWhy would I keep those?? Why can't they Y figure out where the money is? All I get is we can't find it. Well I gave it to a teenage girl back then the first time and the second time was a man who then took our photos to join!!! Also I have NEVER got anything from a bill collection and I have lived in this house for years so where are they sending this bill too? No one at the Y can give me a straight answerTheir solution was to pay again and that is not happening. Also nothing shows up on my credit report nor my husbands credit report about this bill that they state is in collection. Also the program director NEVER said he would not waive this, he said it is not his JOB to waive it, it belongs to the people above him. He was not very helpfulI am not paying another $1,000. I am willing to pay the $that I think is left. Then once I pay that they have to unlock my account so my daughter can attend the summer program. She already goes there for her school for community service work! Thank You***

Back in 2011-the customer was enrolled in YMCA Early Childhood Learning Center programs. Services were provided for those programs. Attached are the notes in regards to the customer’s services provided

Initial Business Response /* (1000, 5, 2016/02/11) */
There was an issue with the consumer's 10/15 automatic electronic funds transfer payment method that was found to be an internal YMCA billing error. This error did not, in anyway, compromise the customer's credit card information or anyone...

else's. The credit card information continued to be encrypted and secure in the YMCA CRM software, not 'lost', as the customer is claiming. As part of a best practice, since the credit card information is encrypted and not available for anyone to access for security measures, including staff, in these cases the YMCA billing department will attempt to recapture the credit card information from the customer to ensure accuracy.
So on 11/3, according to internal YMCA notes on the customer's account, the customer was notified by phone and had a phone conversation by a YMCA billing representative that the 10/15 payment did not process correctly from the customer's account due to this internal error, and a balance of $66 was due for the 10/15 payment that did not process. The customer understood and the customer agreed to make a payment of the balance due of $66 at their local YMCA location. Per the customer's internal YMCA notes, a week later, on 11/10, the balance due of $66 was still pending payment and the same YMCA billing representative attempted to contact the customer by phone, and received no answer, no voicemail was left at this time.
On 11/12 at 10:30AM, an automated phone call was made to the customer and a voicemail was recorded on the customer's primary phone contact information about the balance due. The automated phone calling system logged a ticket indicating that the call was answered by a voicemail and a voicemail was recorded. No future drafts occurred on the customer's credit card account (which would've happened again on 11/15) due to the non-payment of the 10/15 balance due by that date.
On 12/3, an auto generated paper invoice was mailed to the customer at their primary mailing address with information about the balance due for the 10/15 payment. The customer utilized their local YMCA location on Oct 23rd, Oct 26th, Oct 31st, Nov 1st, and Nov 12th. After multiple contact attempts by phone and one by normal mail, the customer's $66 balance due was turned over to a 3rd party collections agency at the end of December, 2015 close to two months after the initial conversation.
The customer at no time throughout the process disputed the charges of $66 that were due for the 10/15 payment. There were 3 attempts to contact the customer after the initial discussion on 11/3 before the 3rd party collection agency was involved where 3 additional attempts were made, and the customer only had 1 visit to their local YMCA location after that date.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On 11/3 I did receive a phone call from a billing representative from the YMCA he said someone else's credit card who did not have a YMCA membership had their credit card run for my account because of a Merchant Account error. I gave him my credit card information to run again to fix the problem. After that point, I did not get any voicemail's from an actual person as the YMCA has notated. The automated message I did not get a legible message from on my voicemail. At every visit during this entire process to the local YMCA no representative ever talked to me to straighten out the situation. I was under the assumption it was resolved until I got the paper invoice. By this point, I just stopped going at all in frustration and concern about the handling of my credit card information.
I don't consider this response from YMCA an adequate resolution of my complaint and stand by my complaint for their mishandling of the situation and poor security standards. As it just so happens I own a company that does PCI/HIPPA risk assessments and remediation and I have noticed several glaring violations of PCI compliance at the local YMCA in Burnsville. They use out of date insecure Windows XP terminals to capture credit card information. The incident where someone else's credit card was run is another example of poorly the YMCA handles consumer credit card information.
Final Consumer Response /* (2000, 11, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for admitting this was not handled the best initially and are taking steps to address it.
Final Business Response /* (4000, 9, 2016/02/19) */
The $66.00 payment received by the YMCA on 2/4/2016 for the 10/15/2015 past due balance is being refunded back to the customer by check. The customer will receive the refund in the amount of $66.00 within 5-7 business days by mail. All account information has been updated to indicate that the customer is in good standing with the YMCA and any 3rd party agencies involved. The customer was not at fault for the YMCA's inability to withdraw the 10/15/2015 payment, so the YMCA will not hold the customer liable for that payment. The YMCA also apologies for the inconvenience and time devoted by the customer created by this error. The timeliness of the notification to the customer was not acceptable.

The attached complaint is being sent to the wrong address, my apologies for the delayed response, as the first notifications were overlooked because this member was not a member at our Blaisdell Ave location.   The attached complaint has been resolved with the customer directly.  All past...

due fees were cleared by the YMCA.  [redacted] has been removed from collections notices. Josh [redacted] YMCA of the Greater Twin Cities

We feel that this complaint has been resolved.  A payment plan was agreed upon by the YMCA and the customer.   The total amount of $801.20 ($431.20 the amount that is left on the account past due minus the $1000 payment amount by the customer and $370.00 for a NSF check that we received on 10/29/2012) was setup on a payment plan.   The agreed upon payment plan is as follows, and the customer is aware that the payment plan is due in full before any services may be resumed with the YMCA. 3/15/2018      $200.00 – Paid today over the phone 3/23/2018      $200.00 3/30/2018      $200.00 4/06/2018      $201.20   After investigating with the YMCA 3rd party collections agency.  According to that company, the charges were disputed on 1/31/2014 by the customer with the collections agency, so the collection process was stopped per Minnesota collection laws.