[redacted] -Revdex.com Complaint Response # [redacted] We thank you for your patience in allowing us time to review the case referenced aboveAfter carefully reviewing the concerns, the facts of this case are as follows: · Records indicate the total amount of the alleged unauthorized transactions was $342.55; $in ATM transactions and $in debit card transactions· The account holder stated that the PIN (personal identification number) was not given to anyone nor had it been written anywhere · The access device continued to be used in the vicinity of the account holder’s historical area· The account holder was provided recent transaction history, which showed all transactions within the time frame disputedThe account holder did not dispute a transaction which was initiated during the same time frame of the alleged unauthorized transactions· The case was denied for the following reasons: ATM transactions were conducted on the first attempt; debit card transactions were denied for prior authorizationWe regret that the account holder’s experience may not have been pleasantFor more than years, the mission of Firstmark Credit Union is to meet the financial needs of its members and to be a responsible corporate citizen in the community
Re: Complaint Letter dated February 9, Firstmark Credit Union received notification on February 9, 2015, regarding a recent member complaint filed with the Revdex.com We welcome the opportunity to address our member’s concerns and thank you for bringing this complaint to our attention After researching the circumstances surrounding the complaint, it is our understanding the credit union’s response to the issues presented in the complaint letter have already been reviewed, addressed, and communicated to the member 1) The member questions why Firstmark Credit Union continues to hold auto title when the auto loan has been paid in full as of January 9, 2015? Credit Union Response: The credit union does not dispute the auto loan in question was paid in full on January 9, However, the member has two additional loans with us, including a credit card loan and an overdraft loan, both of which, unfortunately, are currently in “unsatisfactory” status Until these loans are brought current, the credit union will not release the title due to the contractual obligation of the member explained below: As is typical for the credit union industry, we require what is known as cross collateralization across multiple loan products, as it protects the credit union from unnecessary lossesThis information is shared with and agreed to by the member at the time of signing through a “cross collateral” clause within the loan documentation, which reads as follows: “By signing below you agree to be bound by the terms of the Agreement You also agree to the following cross collateral clause: The Security interest secures the Loan and any extensions, renewals, or refinancing of the loan It also secures any other loans, including any credit card loan; you have now or receive in the future, except any loan secured by your principal residence.” 2) The member states that a Firstmark Credit Union employee “said that she is holding [title] because I am behind on a payment on my overdraft account of $50.00.” Credit Union’s Response: The employee in question shared that the member’s overdraft and credit card account remain in an “unsatisfactory” status due to the following delinquencies: § As of today, the overdraft loan has been delinquent since July 1, Total of $with a per diem of $per day § As of today, the credit card loan is $over days delinquent and $over the available credit line limit of $2,000, bringing the total amount due to the credit union to $3) The member further claimed that our employee “arrogantly told me to file all the complaints I wanted to because she would hold the title on my car until she felt like releasing it.” Credit Union’s Response: The credit union has the capability to listen to all recorded calls with members, two of which were identified to be with this member this year In neither conversation was the member’s claim substantiatedFurthermore, neither call involved the employee she names in her complaint, but rather were held with two entirely different representatives 4) The member states her desired settlement would be to gain the title to her car as “[the] loan is paid off and this credit union is bullying me unethically.” Credit Union’s Response: Although we are more than happy to do everything feasible to resolve this member’s complaint, including working with her on her outstanding balances, we also carry an obligation to safeguard the financial health of all of our members through sound lending practices As we do for any member in this identical situation, it is the credit union’s practice to adhere to our legal obligations to release the title or any collateral securing consumer loansThus, once the member brings both her overdraft and credit card loans current, we will not hesitate to release the title immediately At Firstmark Credit Union, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being Once again, thank you for bringing this issue to our attention as we appreciate the opportunity to respond to any concerns our members may have
Complaint: ***
I am rejecting this response because: I filled a dispute form on 09/10/in the presence of First mark credit Union staff by name *** *** Teller ID #*** and the couple that gave me a ride that day whose name are *** and *** I could have have scanned it and and attached it to this response letter but my scanner malfunctionedHowever, I will fax it with a fax number you can provide to me or mail it to your officeAll the advance search by *** *** on first mark computer white paper *** at their branch #*** that showed where those transactions occured with my stolen/ missing debit card is still in my possession and file
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:The credit union is aware that I am working with an agency to rectify the financial issues with them. They are aware that I had several medical problems last summer( Cardiac arrest, and Renal failure) that caused me to become delinquent. I am in stage 4 Renal failure and am on Dialysis. If you cannot assist in correcting their behavior, someone will. Thank you for your assistance. I will continue to file complaints until someone listens.
Regards,
[redacted]
Re: Complaint Letter dated February 9, 2015 Firstmark Credit Union received notification on February 9, 2015, regarding a recent member complaint filed with the Revdex.com. We welcome the opportunity to address our member’s concerns and thank you for...
bringing this complaint to our attention. After researching the circumstances surrounding the complaint, it is our understanding the credit union’s response to the issues presented in the complaint letter have already been reviewed, addressed, and communicated to the member. 1) The member questions why Firstmark Credit Union continues to hold auto title when the auto loan has been paid in full as of January 9, 2015? Credit Union Response: The credit union does not dispute the auto loan in question was paid in full on January 9, 2015. However, the member has two additional loans with us, including a credit card loan and an overdraft loan, both of which, unfortunately, are currently in “unsatisfactory” status. Until these loans are brought current, the credit union will not release the title due to the contractual obligation of the member explained below: As is typical for the credit union industry, we require what is known as cross collateralization across multiple loan products, as it protects the credit union from unnecessary losses. This information is shared with and agreed to by the member at the time of signing through a “cross collateral” clause within the loan documentation, which reads as follows: “By signing below you agree to be bound by the terms of the Agreement. You also agree to the following cross collateral clause: The Security interest secures the Loan and any extensions, renewals, or refinancing of the loan. It also secures any other loans, including any credit card loan; you have now or receive in the future, except any loan secured by your principal residence.” 2) The member states that a Firstmark Credit Union employee “said that she is holding [title] because I am behind on a payment on my overdraft account of $50.00.” Credit Union’s Response: The employee in question shared that the member’s overdraft and credit card account remain in an “unsatisfactory” status due to the following delinquencies: § As of today, the overdraft loan has been delinquent since July 1, 2014. Total of $354.66 with a per diem of $.09 per day. § As of today, the credit card loan is $221.00 over 122 days delinquent and $244.25 over the available credit line limit of $2,000, bringing the total amount due to the credit union to $445.25. 3) The member further claimed that our employee “arrogantly told me to file all the complaints I wanted to because she would hold the title on my car until she felt like releasing it.” Credit Union’s Response: The credit union has the capability to listen to all recorded calls with members, two of which were identified to be with this member this year. In neither conversation was the member’s claim substantiated. Furthermore, neither call involved the employee she names in her complaint, but rather were held with two entirely different representatives. 4) The member states her desired settlement would be to gain the title to her car as “[the] loan is paid off and this credit union is bullying me unethically.” Credit Union’s Response: Although we are more than happy to do everything feasible to resolve this member’s complaint, including working with her on her outstanding balances, we also carry an obligation to safeguard the financial health of all of our members through sound lending practices. As we do for any member in this identical situation, it is the credit union’s practice to adhere to our legal obligations to release the title or any collateral securing consumer loans. Thus, once the member brings both her overdraft and credit card loans current, we will not hesitate to release the title immediately. At Firstmark Credit Union, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being. Once again, thank you for bringing this issue to our attention as we appreciate the opportunity to respond to any concerns our members may have.
[redacted]-Revdex.com Complaint Response #[redacted] We thank you for your patience in allowing us time to review the case referenced above. After carefully reviewing the concerns, the facts of this case are as follows: · Records indicate...
the total amount of the alleged unauthorized transactions was $342.55; $289.00 in ATM transactions and $53.55 in debit card transactions. · The account holder stated that the PIN (personal identification number) was not given to anyone nor had it been written anywhere. · The access device continued to be used in the vicinity of the account holder’s historical area. · The account holder was provided recent transaction history, which showed all transactions within the time frame disputed. The account holder did not dispute a transaction which was initiated during the same time frame of the alleged unauthorized transactions. · The case was denied for the following reasons: ATM transactions were conducted on the first attempt; debit card transactions were denied for prior authorization. We regret that the account holder’s experience may not have been pleasant. For more than 80 years, the mission of Firstmark Credit Union is to meet the financial needs of its members and to be a responsible corporate citizen in the community.
[redacted] -Revdex.com Complaint Response # [redacted] We thank you for your patience in allowing us time to review the case referenced aboveAfter carefully reviewing the concerns, the facts of this case are as follows: · Records indicate the total amount of the alleged unauthorized transactions was $342.55; $in ATM transactions and $in debit card transactions· The account holder stated that the PIN (personal identification number) was not given to anyone nor had it been written anywhere · The access device continued to be used in the vicinity of the account holder’s historical area· The account holder was provided recent transaction history, which showed all transactions within the time frame disputedThe account holder did not dispute a transaction which was initiated during the same time frame of the alleged unauthorized transactions· The case was denied for the following reasons: ATM transactions were conducted on the first attempt; debit card transactions were denied for prior authorizationWe regret that the account holder’s experience may not have been pleasantFor more than years, the mission of Firstmark Credit Union is to meet the financial needs of its members and to be a responsible corporate citizen in the community
Re: Complaint Letter dated February 9, Firstmark Credit Union received notification on February 9, 2015, regarding a recent member complaint filed with the Revdex.com We welcome the opportunity to address our member’s concerns and thank you for bringing this complaint to our attention After researching the circumstances surrounding the complaint, it is our understanding the credit union’s response to the issues presented in the complaint letter have already been reviewed, addressed, and communicated to the member 1) The member questions why Firstmark Credit Union continues to hold auto title when the auto loan has been paid in full as of January 9, 2015? Credit Union Response: The credit union does not dispute the auto loan in question was paid in full on January 9, However, the member has two additional loans with us, including a credit card loan and an overdraft loan, both of which, unfortunately, are currently in “unsatisfactory” status Until these loans are brought current, the credit union will not release the title due to the contractual obligation of the member explained below: As is typical for the credit union industry, we require what is known as cross collateralization across multiple loan products, as it protects the credit union from unnecessary lossesThis information is shared with and agreed to by the member at the time of signing through a “cross collateral” clause within the loan documentation, which reads as follows: “By signing below you agree to be bound by the terms of the Agreement You also agree to the following cross collateral clause: The Security interest secures the Loan and any extensions, renewals, or refinancing of the loan It also secures any other loans, including any credit card loan; you have now or receive in the future, except any loan secured by your principal residence.” 2) The member states that a Firstmark Credit Union employee “said that she is holding [title] because I am behind on a payment on my overdraft account of $50.00.” Credit Union’s Response: The employee in question shared that the member’s overdraft and credit card account remain in an “unsatisfactory” status due to the following delinquencies: § As of today, the overdraft loan has been delinquent since July 1, Total of $with a per diem of $per day § As of today, the credit card loan is $over days delinquent and $over the available credit line limit of $2,000, bringing the total amount due to the credit union to $3) The member further claimed that our employee “arrogantly told me to file all the complaints I wanted to because she would hold the title on my car until she felt like releasing it.” Credit Union’s Response: The credit union has the capability to listen to all recorded calls with members, two of which were identified to be with this member this year In neither conversation was the member’s claim substantiatedFurthermore, neither call involved the employee she names in her complaint, but rather were held with two entirely different representatives 4) The member states her desired settlement would be to gain the title to her car as “[the] loan is paid off and this credit union is bullying me unethically.” Credit Union’s Response: Although we are more than happy to do everything feasible to resolve this member’s complaint, including working with her on her outstanding balances, we also carry an obligation to safeguard the financial health of all of our members through sound lending practices As we do for any member in this identical situation, it is the credit union’s practice to adhere to our legal obligations to release the title or any collateral securing consumer loansThus, once the member brings both her overdraft and credit card loans current, we will not hesitate to release the title immediately At Firstmark Credit Union, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being Once again, thank you for bringing this issue to our attention as we appreciate the opportunity to respond to any concerns our members may have
Complaint: ***
I am rejecting this response because: I filled a dispute form on 09/10/in the presence of First mark credit Union staff by name *** *** Teller ID #*** and the couple that gave me a ride that day whose name are *** and *** I could have have scanned it and and attached it to this response letter but my scanner malfunctionedHowever, I will fax it with a fax number you can provide to me or mail it to your officeAll the advance search by *** *** on first mark computer white paper *** at their branch #*** that showed where those transactions occured with my stolen/ missing debit card is still in my possession and file
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:The credit union is aware that I am working with an agency to rectify the financial issues with them. They are aware that I had several medical problems last summer( Cardiac arrest, and Renal failure) that caused me to become delinquent. I am in stage 4 Renal failure and am on Dialysis. If you cannot assist in correcting their behavior, someone will. Thank you for your assistance. I will continue to file complaints until someone listens.
Regards,
[redacted]
Re: Complaint Letter dated February 9, 2015 Firstmark Credit Union received notification on February 9, 2015, regarding a recent member complaint filed with the Revdex.com. We welcome the opportunity to address our member’s concerns and thank you for...
bringing this complaint to our attention. After researching the circumstances surrounding the complaint, it is our understanding the credit union’s response to the issues presented in the complaint letter have already been reviewed, addressed, and communicated to the member. 1) The member questions why Firstmark Credit Union continues to hold auto title when the auto loan has been paid in full as of January 9, 2015? Credit Union Response: The credit union does not dispute the auto loan in question was paid in full on January 9, 2015. However, the member has two additional loans with us, including a credit card loan and an overdraft loan, both of which, unfortunately, are currently in “unsatisfactory” status. Until these loans are brought current, the credit union will not release the title due to the contractual obligation of the member explained below: As is typical for the credit union industry, we require what is known as cross collateralization across multiple loan products, as it protects the credit union from unnecessary losses. This information is shared with and agreed to by the member at the time of signing through a “cross collateral” clause within the loan documentation, which reads as follows: “By signing below you agree to be bound by the terms of the Agreement. You also agree to the following cross collateral clause: The Security interest secures the Loan and any extensions, renewals, or refinancing of the loan. It also secures any other loans, including any credit card loan; you have now or receive in the future, except any loan secured by your principal residence.” 2) The member states that a Firstmark Credit Union employee “said that she is holding [title] because I am behind on a payment on my overdraft account of $50.00.” Credit Union’s Response: The employee in question shared that the member’s overdraft and credit card account remain in an “unsatisfactory” status due to the following delinquencies: § As of today, the overdraft loan has been delinquent since July 1, 2014. Total of $354.66 with a per diem of $.09 per day. § As of today, the credit card loan is $221.00 over 122 days delinquent and $244.25 over the available credit line limit of $2,000, bringing the total amount due to the credit union to $445.25. 3) The member further claimed that our employee “arrogantly told me to file all the complaints I wanted to because she would hold the title on my car until she felt like releasing it.” Credit Union’s Response: The credit union has the capability to listen to all recorded calls with members, two of which were identified to be with this member this year. In neither conversation was the member’s claim substantiated. Furthermore, neither call involved the employee she names in her complaint, but rather were held with two entirely different representatives. 4) The member states her desired settlement would be to gain the title to her car as “[the] loan is paid off and this credit union is bullying me unethically.” Credit Union’s Response: Although we are more than happy to do everything feasible to resolve this member’s complaint, including working with her on her outstanding balances, we also carry an obligation to safeguard the financial health of all of our members through sound lending practices. As we do for any member in this identical situation, it is the credit union’s practice to adhere to our legal obligations to release the title or any collateral securing consumer loans. Thus, once the member brings both her overdraft and credit card loans current, we will not hesitate to release the title immediately. At Firstmark Credit Union, we strive to preserve a relationship of trust and confidence with our members and desire above all to improve their financial well-being. Once again, thank you for bringing this issue to our attention as we appreciate the opportunity to respond to any concerns our members may have.
[redacted]-Revdex.com Complaint Response #[redacted] We thank you for your patience in allowing us time to review the case referenced above. After carefully reviewing the concerns, the facts of this case are as follows: · Records indicate...
the total amount of the alleged unauthorized transactions was $342.55; $289.00 in ATM transactions and $53.55 in debit card transactions. · The account holder stated that the PIN (personal identification number) was not given to anyone nor had it been written anywhere. · The access device continued to be used in the vicinity of the account holder’s historical area. · The account holder was provided recent transaction history, which showed all transactions within the time frame disputed. The account holder did not dispute a transaction which was initiated during the same time frame of the alleged unauthorized transactions. · The case was denied for the following reasons: ATM transactions were conducted on the first attempt; debit card transactions were denied for prior authorization. We regret that the account holder’s experience may not have been pleasant. For more than 80 years, the mission of Firstmark Credit Union is to meet the financial needs of its members and to be a responsible corporate citizen in the community.