Prairie Agricultural Machinery Institute

Initial Business Response / [redacted] (1000, 6, 2017/03/15) */ Re: Case ID# XXXXXXXX — Response to Customer (Member) Complaint Dear Ms [redacted] This correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU") dated March 3, (Enclosure 1) The complainant ("Member") stated in his complaint that TCU 1) transferred [redacted] from his savings account to his checking account to cover an overdraft, 2) charged [redacted] for the overdraft service transfer, 3) charged six [redacted] Courtesy Pay fees, and 4) initiated all of these transactions without prior notification or authorizationUpon receiving Member's complaint, TCU conducted a thorough investigation, and found the following: On April 27, 2009, Member opened a share draft accountOn that same day, Member chose not to opt out of TCU's Courtesy Pay and also signed up for overdraft protection services by submitting a separate agreement called "Member Overdraft Protection Agreement"(Enclosure 2) On this agreement, Member selected from which account to transfer funds in the event there is not enough funds in his checking account to cover certain withdrawalsTCU states in this one-page agreement that TCU may charge a fee for the transfer, and will pay the overdraftThis agreement also explains that TCU's Courtesy Pay is a service all Members have that meet certain criteria, unless they opt out at any timeWith this service, TCU will honor a Member's withdrawal that exceeds available funds for a [redacted] feeThe fees for these overdraft services are shown on the fee schedule (Enclosure 3) which is given to Members upon opening an account, and posted on TCU's website From February 27, 2017, to March 1, 2017, Member made six different withdrawals from his checking account that exceeded the available funds in his account each timeAs an overdraft protection service and an attempt to reduce assessed fees, TCU transferred [redacted] which was all the available funds from Member's designated account, to Member's checking accountHowever, the available funds in Member's designated account was not enough to cover any of the withdrawalsTherefore, as stated in Member's Overdraft Protection Agreement and TCU's fee schedule, Member was charged [redacted] for each courtesy pay and [redacted] for the initial transfer of funds(See Enclosure 4) On March 2, 2017, Member called TCU to complain about the assessed feesThe Branch Manager who spoke with Member advised Member about how TCU's Courtesy Pay and Overdraft Protection programs workThe Branch Manager even offered to refund the fees as a one-time courtesyMember was not satisfied with this as a resolutionDuring the conversation, the phone was disconnectedThe Branch Manager attempted to call Member back, but was sent to a full voice mailboxThe Branch Manager still refunded the six [redacted] courtesy pay fees and the [redacted] overdraft protection fee that same day To conclude, TCU did 1) transfer [redacted] from Member's designated savings account to Member's checking account in efforts to cover an overdraft and reduce fees, 2) charged [redacted] for the overdraft service as stated in the Member Overdraft Protection Agreement and fee schedule, and 3) charged six [redacted] courtesy pay fees due to Member making six different withdrawals without adequate funds to cover the withdrawalsHowever, evident by the signed agreement, TCU did not initiate these transactions without Member's prior knowledge or authorizationAlthough Member authorized the services, TCU still refunded all the associated fees as a one-time courtesy Please, use this information to assist with bringing this complaint to a resolutionIf there are any other questions or concerns, please, feel free to contact TCU's Legal Department at [redacted] Thank you Sincerely, Legal Department Teachers Credit Union

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ This correspondence responds to Ms [redacted] Revdex.com compliant dated August 7, against Teachers Credit Union ("TCU") Ms [redacted] complaint was turned over to TCU's legal department to perform a thorough investigationThe investigation included a review of Ms [redacted] ' account statements, notices and terms and conditions Enclosed is a summary report of the findings of TCU's investigationShould you have any questions or need anything further, please feel free to contact TCU's Senior Vice President, General Counsel and Chief Compliance Office Louise [redacted] at ***-***-*** SUMMARY CONCLUSION Teachers Credit Union has mailed quarterly statements to Ms [redacted] With the March statement, TCU included the Fee Schedule Common Features which highlights the $monthly Membership Inactivity Fee and explanation FACTUAL INFORMATION Pursuant to TCU's records, TCU has communicated documentation to Ms [redacted] to the most recent address Ms [redacted] has provided to TCU · According to TCU's records the current address on file for Ms [redacted] is: [redacted] (see January through June statements) · According to TCU's records, TCU communicated a certified letter to Ms [redacted] dated February 26, to the current address on file: [redacted] (see certified return receipt) · TCU communicated and enclosed the Fee Schedule Common Features with Ms [redacted] January through March statements (see Fee Schedule Common Features — Revised March 2015) · According to the partial enclosed Terms and Conditions, Ms [redacted] must notify TCU of any change in her address or name"Unless we agree otherwise, change of address or name must be in writing by at least one of the account holders....we will attempt to communicate with you only by use of the most recent address you have provided to us..." CONCLUSION A thorough investigation of Ms [redacted] account demonstrates that 1) TCU communicated to Ms [redacted] by using the most recent address Ms [redacted] had provided to TCU2) Since March 2015, Ms [redacted] made no attempt to conduct any financial transactions on her account held at TCUHowever, TCU did not charge the Inactivity fee until April and every month thereafter, which eventually led to the closing of Ms [redacted] account at TCU3) Ms [redacted] may have moved from the recent address TCU has on file (according to complaint Ms [redacted] currently lives at [redacted] ), however, TCU was not notified of such address change

Initial Business Response / [redacted] (1000, 16, 2015/11/23) */ This correspondence responds to Mr***'s Revdex.com complaint dated October 29, against Teachers Credit Union ("TCU") Mr [redacted] complaint was turned over to TCU's Legal and Compliance Department to perform a thorough investigationThe investigation included a review of Mr***'s account statements, notices, terms and conditions and signature cards Enclosed is a summary report of the findings of TCU's investigationShould you have any questions or need anything further, please feel free to contact TCU's Senior Vice President, General Counsel and Chief Compliance Officer Louise [redacted] at [redacted] SUMMARY CONCLUSION Teachers Credit Union ("TCU") has appropriately levied the overdraft fee, and has duly communicated same to Mr [redacted] by using the mailing address provided by Mr***'s to TCU, as evidenced by his valid Indiana driver's license on file with TCUWhile it appears from this complaint that Mr [redacted] may reside someplace else, Mr [redacted] should have promptly notified TCU of any new mailing address change, as required by his contractual arrangements with TCU, to ensure that TCU sends important communications at the correct addressTCU did mail statements to Mr***, as well as Debit Card Notices showing and explaining his account balances, negativity and overdraft charges, to the address communicated by Mr [redacted] FACTUAL INFORMATION Pursuant to TCU's records, TCU has communicated documentation to Mr [redacted] to the most recent mailing address according to his driver's license he presented at the time he recently opened his account with TCU · According to Mr***'s driver's license, his current address at the time he re-opened his account with TCU was NTuxedo St., Indianapolis, IN (see driver's license)Additionally, (see signature cards), Mr [redacted] provided a different address, but kept his mail going to the NTuxedo St., Indianapolis address · According to TCU's records, TCU communicated to Mr [redacted] his July through October statements (see July through October statements) to the address · According to TCU's records, TCU communicated to Mr [redacted] his overdraft debit card notices, as required by law (see September through October Important Notice Debit Card notices) · According to the "What you need to know about overdrafts and overdraft fees" disclosure, Mr [redacted] signed and authorized TCU to pay overdraft on his ATM and everyday debit card transactionsThe disclosure also states that TCU will charge him a fee of $and that there is no limit on the total fees we can charge him for overdrawing his account (see overdraft disclosure) · According to the enclosed Terms and Conditions (extract provided) Mr [redacted] received at the time he re-opened his account with TCU, TCU informed Mr [redacted] of the number of transfers that can be performed from Savings --> Checking accounts on any given month (no more than transfer)At the same time, TCU has provided Mr [redacted] with a copy of ICU's fee scheduleIt is the responsibility of the Member to make sure that Member has enough funds in his/her checking account, and plan for the fact that TCU does not allow unlimited transfer ability from Savings to Checking (see Terms and Conditions of Your Account) · According to the enclosed Terms and Conditions (extract provided) Mr [redacted] received at the time he re-opened his account with TCU, it is Mr***'s responsibility to notify TCU of any change to his address or name · According to the enclosed Terms and Conditions (extract provided) Mr [redacted] received at the time he re-opened his account, we (TCU) can change our practice of paying overdrafts on his account without notice to Mr***In the present instance, TCU did communicate all of the overdraft notices and fees to Mr [redacted] (See Terms and Conditions of Your Account) CONCLUSION A thorough investigation of Mr***'s account demonstrates that 1) TCU has consistently applied the agreement executed with Mr [redacted] insofar as respecting the limits TCU communicated to Mr [redacted] by using Mr***'s most recent address according to his driver's license he provided to TCU2) Mr [redacted] may reside somewhere else, Mr [redacted] should have promptly notified TCU of any mailing address change, as required by his contractual arrangements with TCU3) Mr [redacted] can visit his nearest TCU Service Center and TCU will be more than happy to update Mr***'s mailing address to the address shown on the complaint Initial Consumer Rebuttal / [redacted] (3000, 19, 2015/11/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) As previously stated, TCU failed to send any notices to the address the debit card was sent toIf you send the debit card to the new address west 35th stWhy would you send anything afterwards to any other address? Therefore, anything not sent to the address provided for the debit card must be considered a mistake by TCU and not meI never received any notice for any overdraft fee at the address given at the reopening of my accountThere has been no change of address made since reopening of my account, so there must be aan internal mistake because the debit cars in question was mailed to the proper address given at the reopening of my accountThe error was on the part of ms [redacted] and not the state id "drivers license" provided at openingMy addresses were specically mentioned as similar during my reopening and any discrepancy is totally and irresponsibly on the hands of TCU staffThey failed to put the chqnge into the computer and are insistant on putting the blame on meIf the records are checked, they'll see the debit card was sent to my most recent addressIt must be on fileI believe a refund of eight of those charges and an apology in writing is little to ask fir the inconvenience and stress levied on my family and me Final Consumer Response / [redacted] (4200, 23, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) TCU has been misled by someone within their own ranks, as I have not resided at the Tuxedo syreet address since September of and would not have given them this addressHowever, TCU staff misunderstood and never entered the correct street as the numbers are the same The lady who assissted me in reopening my acctLaughed with me about the similarities of the two addressesTherefore, it was an error by that lady for not correcting the address on fileNobody is slow enough to give an address thay is four years in the pastI feel as though the error rests in the arms and hands of TCU and at the very least, two hun!red dollars should be refunded as no fee notice or statement has been mailed to the address given at the time of the reopening of my acctsTo date, I still have yet to receive anything at my current addressNothing other than the first time terms and conditions never ecplained during the reopening acctsTCU error...All forms, notices, and statements were mailed to the address on file on the previous acctsAnd none to the address givenSomeone was lazy and neglected to change the street name as the look the same with the same Final Business Response / [redacted] (4000, 21, 2015/12/10) */ Contact Name and Title: Kimberly [redacted] Compliance Specialist Response sent to [redacted] via email and USPSToo long to include hereNo attachment uploading site is available OFFER:

Initial Business Response / [redacted] (1000, 5, 2017/09/22) */ This correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU")dated September 8, (Enclosure 1) Member stated in his complaint that he believed that TCU 1) did not send him a payment book in attempt to unfairly assess and collect late fees, and 2) did not return any of his calls Upon receiving this complaint, TCU conducted a thorough investigation and found that TCU 1) did issue Member his payment book twice, however, not before his first due date, and 2) had multiple phone conversations with Member which TCU believes resulted in a resolution In general, when a borrower signs a loan agreement, the payment terms are clearly disclosed in the agreement itselfIn addition, TCU sends a Welcome Letter informing the member of four (4) different ways to send the due payment: 1) Online 2) Direct Debit 3) In Person (at any TCU branch); or 4) By Mail (at a specified address) TCU also provides, as a courtesy, a payment book to facilitate a payment that would be made by mailThe use of a payment book is neither necessary nor is it the only way to make a payment on time In this case, Member received a copy of his loan agreement (Enclosure 2), the Welcome Letter explaining the four (4) acceptable payment options (Enclosure 3), and multiple notices (both written and via phone conversations) prior to the expiration of his 10-day grace period (Enclosure 4)On the eleventh day of delinquency, Member was automatically assessed a late feeAlthough Member did not receive his payment book within the time period stated on his Welcome Letter, TCU did provide Member with all the information needed to make his first loan payment on timeRegardless of this fact, once TCU received Member's loan payment on September 18, 2017, TCU still refunded the automatically assessed late fee the same day in efforts to improve Member's experience and relationship with TCU(Enclosure 5) TCU apologizes for the delay in Member receiving the courtesy payment bookSince a payment book was reissued on September 6, 2017, and his late fee was refunded on September 18, 2017, we believe this complaint has been resolved Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a payment book sept !!!!!!!! the response from tcu is just lies the( enclosure 3) is the worst Final Business Response / [redacted] (4000, 9, 2017/10/03) */ Teachers Credit Union ("TCU") received a Revdex.com complaint from Member in which his desired resolution consisted of 1) an explanatory letter with contact information, 2) a payment book, and 3) a refund of his assessed late fee(Enclosure 1) TCU responded by 1) submitting Member an explanatory letter with contact information on September 22, 2017, via the Revdex.com site, 2) reissuing a courtesy payment book approximately September 13, 2017, and 3) refunding the assessed late fee on September 18, (Enclosure 2) The combination of Member's rebuttal and TCU's account records shows that Member has received all of the aboveTherefore, TCU believes it has met all of Member's requests for resolution Although Member rejected TCU's response in his rebuttal, Member did not provide any more information or requests for additional actionUnless any new issue is brought to TCU's attention, we believe that we have conclusively answered the original complaint and provided Member with the remedies requested

Initial Business Response / [redacted] (1000, 8, 2017/06/01) */ May 30, Via email and USPS [redacted] @northernindiana.Revdex.com.org Ms [redacted] Revdex.com of Northern Indiana Parnell Ave Fort Wayne, IN XXXXX Re: Case ID# XXXXXXXX — Response to Customer (Member) Complaint Dear Ms [redacted] This correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU") dated May 16, (Enclosure 1) The complainant ("Member") stated in her complaint that TCU stole [redacted] from Member's account by refusing to refund the funds to her or the merchant after a debit card fraud disputeMember is requesting that TCU refund the disputed $to Member's account, or give it to the merchant so that the merchant can refund Member Upon receiving Member's complaint, TCU conducted a thorough investigation, and concluded that any refund for a merchandise that has been returned should be obtained by the Merchant in question, not by TCUBelow is detailed elements of our investigation that supports our conclusion: · TCU informs Member about suspicious transactionsOn December 31, 2016, TCU's debit card fraud division calls Member to warn Member about suspicious debit card activity · Member contacts TCU to dispute chargesAfter a holiday closing, Member calls TCU on January 3, 2017, to dispute two (2) pending debit card transactions: a [redacted] purchase from [redacted] Oil Company [redacted] ***") and a [redacted] purchase from Casual Male XLTCU explains to Member that transactions cannot be disputed until they have cleared [redacted] accountOn January 5, 2017, Member calls TCU to formally dispute the [redacted] purchase from [redacted] because it had cleared Member's account · TCU Provides Provisional Credit for Suspicious TransactionsTCU gives Member a provisional credit to Member's account in the amount of [redacted] On January 9, 2017, Member calls TCU again to dispute the [redacted] purchase from Casual Male XL because it had cleared Member's accountTCU, again, gives Member a provisional credit to Member's account for the purchase amount As explained in the letter TCU mailed to Member on January 9, 2017, (Enclosure 2) TCU's provisional credits are temporary credits funded by TCU until the conclusion of a dispute investigationIf the dispute is determined to be valid, the credit will remainIf the dispute is denied, the credit will be reversed back to the original transaction (in this case, a payment made to a merchant) · TCU Concludes Investigation: "Suspicious" Transaction were not fraudulentTCU reversed the Provisional CreditTCU investigated the issue and confirmed with both Casual Male XL and [redacted] that the transactions that were flagged as "suspicious" were for products that were in fact delivered directly to Member's own residenceTherefore, TCU determined that those charges were valid and reversed the provisional credit chargesTCU informed Member of its conclusion and steps taken for the charges(Enclosures and 4) · Member Inquires about the Provisional Credit ReversalMember notices the provisional credit reversals and calls TCU to inquire about themTCU explains to Member why the disputes were deniedMember informs TCU that Member returned the products to the merchants, and both deliveries were confirmedTCU, then, explains to Member that since the products were delivered to her and then returned to the merchants, Member would need to wait until the merchants refund Member · Member Receives Refund from one Merchant but not from the Other: On February 24, 2017, Member calls TCU because Member received her refund from Casual Male XL, but did not receive a refund from [redacted] ***(Enclosure 5) TCU informs Member that the refund must come from the merchant, and any duplicate dispute with TCU could not be made for another thirty (30) days to allow the merchant time to resolve the matter TCU did not take Member's funds nor [redacted] ***'s funds from Members' accountTCU simply reversed the temporary credit funded by TCU and given to Member as a courtesy until the conclusion of the investigationThe [redacted] that was debited from Member's account in January went to the [redacted] ***, and in turn, [redacted] delivered merchandise to MemberSince Member actually received the merchandise, the return of the merchandise should trigger a refund from the merchant [redacted] confirmed receipt of the merchandise, therefore, Member must wait on the refund from [redacted] ***If TCU gives Member an additional [redacted] would have the double benefit of the returned merchandise and the payment for the order Please, use this information to assist with bringing this complaint to a resolutionIf there are any other questions or concerns, please, feel free to contact TCU's Legal Department at [redacted] Thank you Sincerely, Legal Department Teachers Credit Union Enclosures (5)

Initial Business Response /* (1000, 10, 2016/04/07) */Dear Ms***
This correspondence responds to Ms*** ***'s Revdex.com complaint dated March 15, and March 30, against Teachers Credit Union ("TCU")
Ms***'s complaint was turned over to TCU's Legal and Compliance
Department to perform a thorough investigation
Upon completion of our investigation a letter has been sent to Ms***Should you have any questions or need further assistance, please feel free to contact TCU's Senior Vice President, General Counsel and Chief Compliance Officer *** *** at XXX-XXX-XXXX or myself at XXX-XXX-XXXX
cc: Ms*** ***
*** *** SVP General Counsel & Chief Compliance Officer

Initial Business Response /* (1000, 8, 2017/05/08) */
Ms*** ** ***
Revdex.com of Northern Indiana
Parnell Ave
Fort Wayne, IN XXXXX
Re: Case ID# XXXXXXXX — Response to Customer (Member) Complaint
Dear Ms***
This correspondence responds to the Revdex.com complaint
against Teachers Credit Union ("TCU") dated April 18, (Enclosure 1) The complainant ("Member") stated in her complaint that she notified TCU that her debit card was stolen, but TCU 1) refused to conduct a fraud investigation on her debit card until her account was no longer in negative status, and 2) cancelled her temporary card which left her with no resolution before her trip out of townMember is requesting recovery of her wages or a refund of the overdraft fees charged to her accountUpon receiving Member's complaint, TCU conducted a thorough investigation, and found the following:
On April 13, 2017, Member calls TCU's Member Call Center to report fraudulent activity on her stolen debit cardMember states that she realized the debit card was missing on April 8, 2017, but thought she left it in her sister's ("Sister") carSister informs Member the card was not in Sister's car just prior to the callMember, also, states that she made her car payment this morning using the card number from memory(Enclosure 2) When Member checked her account online, she said she noticed multiple transactions that she did not process, including numerous overdraft fees from TCUBased on Member's concern, Rep blocks Member's debit card and tells her to go into a TCU branch after filing a police report in order to formally dispute the fraudulent transactionsMember files a police report, and formally disputes three (3) debit card transactions at a TCU branch, the same day
Upon receiving the dispute, the TCU Assistant Branch Manager ("Manager") transfers the dispute to TCU's Electronic Funds Transfer Department ("EFT") for investigation, and issues Member a temporary debit cardEFT reviews Member's April transactions, including the three (3) items in disputeEFT concludes that the transactional history suggests that the three (3) transactions in dispute were not fraudulent based on the timing of other authorized debit card usageAfter all the disputed transactions were initiated and after Member stated the card was missing, there were at least three (3) other transactions initiated on the debit card where Member's personal identification number ("PIN") was entered(Enclosure 3) Unless Member disclosed her PIN to an unauthorized user, which would still not warrant a refund, EFT's investigation suggests it is not likely that the charges on the debit card were fraudulentBased on the findings from the investigation, EFT denied Member's dispute and cancelled the temporary debit card
On April 14, 2017, Member calls TCU's Member Call Center and requests to be transferred to a
representative from the branch she visitedMember's call is forwarded to the branch as requested
Manager informs Member that her dispute was denied; as a result, the temporary card provided to
Member was cancelled and the new debit card that was being sent to her was stopped until her account was brought back positiveManager continues to explain that Member would need to pursue the matter further with the police department if Member felt TCU's findings from its investigation were inaccurateWhen Member states that she needs the debit card for her trip out of town, Manager attempts to assist Member by informing her about the ability to use Shared Branching Centers within close vicinity of her vacation areaMember took advantage of this service, shown by her withdrawal of *** *** *** *** while on vacation(See Enclosure 2) Manager also offers, as a courtesy, to waive the overdraft fee for Member's car payment made on April 13, 2017, should one incur
On April 21, 2017, Member's direct deposit from her employer hits her account and brings her account back positiveMember is issued a new debit card on April 24,
To conclude, TCU 1) did conduct an internal investigation which was not conditioned on Member's account being positive, and 2) could not provide Member with a new debit card with her account in negative status without evidence of fraudTCU has not received any further correspondence from Member regarding additional evidence supporting the fraud claimsBased on the lack of additional evidence coupled with TCU's internal investigation, TCU cannot conclude that the debit card charges on Member's account were fraudulentTherefore, TCU is not able to refund the overdraft fees incurred on Member's account nor any associated wages
Please, use this information to assist with bringing this complaint to a resolutionIf there are any other questions or concerns, please, feel free to contact TCU's Legal Department at Thank you
Sincerely,
Legal Department Teachers Credit Union
Enclosures (3)

Initial Business Response /* (1000, 6, 2017/03/15) */
Re: Case ID# XXXXXXXX — Response to Customer (Member) Complaint
Dear Ms. [redacted]
This correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU") dated March 3, 2017. (Enclosure 1) The complainant...

("Member") stated in his complaint that TCU 1) transferred [redacted] from his savings account to his checking account to cover an overdraft, 2) charged [redacted] for the overdraft service transfer, 3) charged six [redacted] Courtesy Pay fees, and 4) initiated all of these transactions without prior notification or authorization. Upon receiving Member's complaint, TCU conducted a thorough investigation, and found the following:
On April 27, 2009, Member opened a share draft account. On that same day, Member chose not to opt out of TCU's Courtesy Pay and also signed up for overdraft protection services by submitting a separate agreement called "Member Overdraft Protection Agreement". (Enclosure 2) On this agreement, Member selected from which account to transfer funds in the event there is not enough funds in his checking account to cover certain withdrawals. TCU states in this one-page agreement that TCU may charge a fee for the transfer, and will pay the overdraft. This agreement also explains that TCU's Courtesy Pay is a service all Members have that meet certain criteria, unless they opt out at any time. With this service, TCU will honor a Member's withdrawal that exceeds available funds for a [redacted] fee. The fees for these overdraft services are shown on the fee schedule (Enclosure 3) which is given to Members upon opening an account, and posted on TCU's website.
From February 27, 2017, to March 1, 2017, Member made six different withdrawals from his checking account that exceeded the available funds in his account each time. As an overdraft protection service and an attempt to reduce assessed fees, TCU transferred [redacted] which was all the available funds from Member's designated account, to Member's checking account. However, the available funds in Member's designated account was not enough to cover any of the withdrawals. Therefore, as stated in Member's Overdraft Protection Agreement and TCU's fee schedule, Member was charged [redacted] for each courtesy pay and [redacted] for the initial transfer of funds. (See Enclosure 4)
On March 2, 2017, Member called TCU to complain about the assessed fees. The Branch Manager who spoke with Member advised Member about how TCU's Courtesy Pay and Overdraft Protection programs work. The Branch Manager even offered to refund the fees as a one-time courtesy. Member was not satisfied with this as a resolution. During the conversation, the phone was disconnected. The Branch
Manager attempted to call Member back, but was sent to a full voice mailbox. The Branch Manager still
refunded the six [redacted] courtesy pay fees and the [redacted] overdraft protection fee that same day.



To conclude, TCU did 1) transfer [redacted] from Member's designated savings account to Member's checking account in efforts to cover an overdraft and reduce fees, 2) charged [redacted] for the overdraft service as stated in the Member Overdraft Protection Agreement and fee schedule, and 3) charged six [redacted] courtesy pay fees due to Member making six different withdrawals without adequate funds to cover the withdrawals. However, evident by the signed agreement, TCU did not initiate these transactions without Member's prior knowledge or authorization. Although Member authorized the services, TCU still refunded all the associated fees as a one-time courtesy.
Please, use this information to assist with bringing this complaint to a resolution. If there are any other questions or concerns, please, feel free to contact TCU's Legal Department at [redacted] Thank you.
Sincerely,
Legal Department Teachers Credit Union

Initial Business Response /* (1000, 16, 2015/11/23) */
This correspondence responds to Mr. [redacted]'s Revdex.com complaint dated October 29, 2015 against Teachers Credit Union ("TCU").
Mr. [redacted] complaint was turned over to TCU's Legal and Compliance Department to perform a thorough...

investigation. The investigation included a review of Mr. [redacted]'s account statements, notices, terms and conditions and signature cards.
Enclosed is a summary report of the findings of TCU's investigation. Should you have any questions or need anything further, please feel free to contact TCU's Senior Vice President, General Counsel and Chief Compliance Officer Louise [redacted] at [redacted].
SUMMARY CONCLUSION
Teachers Credit Union ("TCU") has appropriately levied the overdraft fee, and has duly communicated same to Mr. [redacted] by using the mailing address provided by Mr. [redacted]'s to TCU, as evidenced by his valid Indiana driver's license on file with TCU. While it appears from this complaint that Mr. [redacted] may reside someplace else, Mr. [redacted] should have promptly notified TCU of any new mailing address change, as required by his contractual arrangements with TCU, to ensure that TCU sends important communications at the correct address. TCU did mail statements to Mr. [redacted], as well as Debit Card Notices showing and explaining his account balances, negativity and overdraft charges, to the address communicated by Mr. [redacted]
FACTUAL INFORMATION
Pursuant to TCU's records, TCU has communicated documentation to Mr. [redacted] to the most recent mailing address according to his driver's license he presented at the time he recently opened his account with TCU.
· According to Mr. [redacted]'s driver's license, his current address at the time he re-opened his account with TCU was 1122 N. Tuxedo St., Indianapolis, IN (see driver's license). Additionally, (see signature cards), Mr. [redacted] provided a different address, but kept his mail going to the 1122 N. Tuxedo St., Indianapolis address.
· According to TCU's records, TCU communicated to Mr. [redacted] his July 2015 through October 2015 statements (see July 2015 through October 2015 statements) to the address.
· According to TCU's records, TCU communicated to Mr. [redacted] his overdraft debit card notices, as required by law (see September 2015 through October 2015 Important Notice Debit Card notices).
· According to the "What you need to know about overdrafts and overdraft
fees" disclosure, Mr. [redacted] signed and authorized TCU to pay overdraft on

his ATM and everyday debit card transactions. The disclosure also states that TCU will charge him a fee of $32 and that there is no limit on the total fees we can charge him for overdrawing his account (see overdraft disclosure).
· According to the enclosed Terms and Conditions (extract provided) Mr. [redacted] received at the time he re-opened his account with TCU, TCU informed Mr. [redacted] of the number of transfers that can be performed from Savings --> Checking accounts on any given month (no more than 6 transfer). At the same time, TCU has provided Mr. [redacted] with a copy of ICU's fee schedule. It is the responsibility of the Member to make sure that Member has enough funds in his/her checking account, and plan for the fact that TCU does not allow unlimited transfer ability from Savings to Checking (see Terms and Conditions of Your Account).
· According to the enclosed Terms and Conditions (extract provided) Mr. [redacted] received at the time he re-opened his account with TCU, it is Mr. [redacted]'s responsibility to notify TCU of any change to his address or name.
· According to the enclosed Terms and Conditions (extract provided) Mr. [redacted] received at the time he re-opened his account, we (TCU) can change our practice of paying overdrafts on his account without notice to Mr. [redacted]. In the present instance, TCU did communicate all of the overdraft notices and fees to Mr. [redacted] (See Terms and Conditions of Your Account).
CONCLUSION
A thorough investigation of Mr. [redacted]'s account demonstrates that 1) TCU has consistently applied the agreement executed with Mr. [redacted] insofar as respecting the limits TCU communicated to Mr. [redacted] by using Mr. [redacted]'s most recent address according to his driver's license he provided to TCU. 2) Mr. [redacted] may reside somewhere else, Mr. [redacted] should have promptly

notified TCU of any mailing address change, as required by his contractual arrangements with TCU. 3) Mr. [redacted] can visit his nearest TCU Service Center and TCU will be more than happy to update Mr. [redacted]'s mailing address to the address shown on the complaint.
Initial Consumer Rebuttal /* (3000, 19, 2015/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As previously stated, TCU failed to send any notices to the address the debit card was sent to. If you send the debit card to the new address 1122 west 35th st. Why would you send anything afterwards to any other address? Therefore, anything not sent to the address provided for the debit card must be considered a mistake by TCU and not me. I never received any notice for any overdraft fee at the address given at the reopening of my account. There has been no change of address made since reopening of my account, so there must be aan internal mistake because the debit cars in question was mailed to the proper address given at the reopening of my account. The error was on the part of ms. [redacted] and not the state id "drivers license" provided at opening. My addresses were specically mentioned as similar during my reopening and any discrepancy is totally and irresponsibly on the hands of TCU staff. They failed to put the chqnge into the computer and are insistant on putting the blame on me. If the records are checked, they'll see the debit card was sent to my most recent address. It must be on file. I believe a refund of eight of those charges and an apology in writing is little to ask fir the inconvenience and stress levied on my family and me.
Final Consumer Response /* (4200, 23, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TCU has been misled by someone within their own ranks, as I have not resided at the Tuxedo syreet address since September of 2011 and would not have given them this address. However, TCU staff misunderstood and never entered the correct street as the numbers are the same 1122. The lady who assissted me in reopening my acct. Laughed with me about the similarities of the two addresses. Therefore, it was an error by that lady for not correcting the address on file. Nobody is slow enough to give an address thay is four years in the past. I feel as though the error rests in the arms and hands of TCU and at the very least, two hun!red dollars should be refunded as no fee notice or statement has been mailed to the address given at the time of the reopening of my accts. To date, I still have yet to receive anything at my current address. Nothing other than the first time terms and conditions never ecplained during the reopening accts. TCU error...All forms, notices, and statements were mailed to the address on file on the previous accts. And none to the address given. Someone was lazy and neglected to change the street name as the look the same with the same 1122
Final Business Response /* (4000, 21, 2015/12/10) */
Contact Name and Title: Kimberly [redacted] Compliance Specialist
Response sent to [redacted] via email and USPS. Too long to include here. No attachment uploading site is available.
OFFER:

Initial Business Response /* (1000, 8, 2017/06/01) */
May 30, 2017
Via email and USPS
[redacted]@northernindiana.Revdex.com.org Ms. [redacted]
Revdex.com of Northern Indiana
4011 Parnell Ave.
Fort Wayne, IN XXXXX
Re: Case ID# XXXXXXXX — Response to Customer (Member) Complaint
Dear Ms. [redacted]
This...

correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU") dated May 16, 2017. (Enclosure 1) The complainant ("Member") stated in her complaint that TCU stole [redacted] from Member's account by refusing to refund the funds to her or the merchant after a debit card fraud dispute. Member is requesting that TCU refund the disputed $195.24 to Member's account, or give it to the merchant so that the merchant can refund Member.
Upon receiving Member's complaint, TCU conducted a thorough investigation, and concluded that any refund for a merchandise that has been returned should be obtained by the Merchant in question, not by TCU. Below is detailed elements of our investigation that supports our conclusion:
· TCU informs Member about suspicious transactions. On December 31, 2016, TCU's debit card fraud division calls Member to warn Member about suspicious debit card activity.
· Member contacts TCU to dispute charges. After a holiday closing, Member calls TCU on January 3, 2017, to dispute two (2) pending debit card transactions: a [redacted] purchase from [redacted] Oil Company [redacted]") and a [redacted] purchase from Casual Male XL. TCU explains to Member that transactions cannot be disputed until they have cleared [redacted] account. On January 5, 2017, Member calls TCU to formally dispute the [redacted] purchase from [redacted] because it had cleared Member's account.
· TCU Provides Provisional Credit for Suspicious Transactions. TCU gives Member a provisional credit to Member's account in the amount of [redacted] On January 9, 2017, Member calls TCU again to dispute the [redacted] purchase from Casual Male XL because it had cleared Member's account. TCU, again, gives Member a provisional credit to Member's account for the purchase amount.
0 As explained in the letter TCU mailed to Member on January 9, 2017, (Enclosure 2) TCU's provisional credits are temporary credits funded by TCU until the conclusion of a dispute investigation. If the dispute is determined to be valid, the credit will remain. If the dispute is denied, the credit will be reversed back to the original transaction (in this case, a payment made to a merchant).


· TCU Concludes Investigation: "Suspicious" Transaction were not fraudulent. TCU reversed the Provisional Credit. TCU investigated the issue and confirmed with both Casual Male XL and [redacted] that the transactions that were flagged as "suspicious" were for products that were in fact delivered directly to Member's own residence. Therefore, TCU determined that those charges were valid and reversed the provisional credit charges. TCU informed Member of its conclusion and steps taken for the charges. (Enclosures 3 and 4).
· Member Inquires about the Provisional Credit Reversal. Member notices the provisional credit reversals and calls TCU to inquire about them. TCU explains to Member why the disputes were denied. Member informs TCU that Member returned the products to the merchants, and both deliveries were confirmed. TCU, then, explains to Member that since the products were delivered to her and then returned to the merchants, Member would need to wait until the merchants refund Member.
· Member Receives Refund from one Merchant but not from the Other: On February 24, 2017, Member calls TCU because Member received her refund from Casual Male XL, but did not receive a refund from [redacted]. (Enclosure 5) TCU informs Member that the refund must come from the merchant, and any duplicate dispute with TCU could not be made for another thirty (30) days to allow the merchant time to resolve the matter.
TCU did not take Member's funds nor [redacted]'s funds from Members' account. TCU simply reversed the temporary credit funded by TCU and given to Member as a courtesy until the conclusion of the investigation. The [redacted] that was debited from Member's account in January 2017 went to the [redacted], and in turn, [redacted] delivered merchandise to Member. Since Member actually received the merchandise, the return of the merchandise should trigger a refund from the merchant. [redacted] confirmed receipt of the merchandise, therefore, Member must wait on the refund from [redacted]. If TCU gives Member an additional [redacted] would have the double benefit of the returned merchandise and the payment for the order.
Please, use this information to assist with bringing this complaint to a resolution. If there are any other questions or concerns, please, feel free to contact TCU's Legal Department at [redacted] Thank you.
Sincerely,
Legal Department Teachers Credit Union
Enclosures (5)

Initial Business Response /* (1000, 5, 2017/09/22) */
This correspondence responds to the Revdex.com complaint against Teachers Credit Union ("TCU")dated September 8, 2017. (Enclosure 1) Member stated in his complaint that he believed that TCU 1) did not send him a payment book in...

attempt to unfairly assess and collect late fees, and 2) did not return any of his calls.
Upon receiving this complaint, TCU conducted a thorough investigation and found that TCU 1) did issue Member his payment book twice, however, not before his first due date, and 2) had multiple phone conversations with Member which TCU believes resulted in a resolution.
In general, when a borrower signs a loan agreement, the payment terms are clearly disclosed in the agreement itself. In addition, TCU sends a Welcome Letter informing the member of four (4) different ways to send the due payment:
1) Online
2) Direct Debit
3) In Person (at any TCU branch); or
4) By Mail (at a specified address).
TCU also provides, as a courtesy, a payment book to facilitate a payment that would be made by mail. The use of a payment book is neither necessary nor is it the only way to make a payment on time.
In this case, Member received a copy of his loan agreement (Enclosure 2), the Welcome Letter explaining the four (4) acceptable payment options (Enclosure 3), and multiple notices (both written and via phone conversations) prior to the expiration of his 10-day grace period (Enclosure 4). On the eleventh day of delinquency, Member was automatically assessed a late fee. Although Member did not receive his payment book within the time period stated on his Welcome Letter, TCU did provide Member with all the information needed to make his first loan payment on time. Regardless of this fact, once TCU received Member's loan payment on September 18, 2017, TCU still refunded the automatically assessed late fee the same day in efforts to improve Member's experience and relationship with TCU. (Enclosure 5)
TCU apologizes for the delay in Member receiving the courtesy payment book. Since a payment book was reissued on September 6, 2017, and his late fee was refunded on September 18, 2017, we believe this complaint has been resolved.
Initial Consumer Rebuttal /* (3000, 7, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received a payment book sept 20 !!!!!!!!

the response from tcu is just lies.........

the( enclosure 3) is the worst.............

Final Business Response /* (4000, 9, 2017/10/03) */
Teachers Credit Union ("TCU") received a Revdex.com complaint from Member in which his desired resolution consisted of 1) an explanatory letter with contact information, 2) a payment book, and 3) a refund of his assessed late fee. (Enclosure 1) TCU responded by 1) submitting Member an explanatory letter with contact information on September 22, 2017, via the Revdex.com site, 2) reissuing a courtesy payment book approximately September 13, 2017, and 3) refunding the assessed late fee on September 18, 2017. (Enclosure 2) The combination of Member's rebuttal and TCU's account records shows that Member has received all of the above. Therefore, TCU believes it has met all of Member's requests for resolution.
Although Member rejected TCU's response in his rebuttal, Member did not provide any more information or requests for additional action. Unless any new issue is brought to TCU's attention, we believe that we have conclusively answered the original complaint and provided Member with the remedies requested.

Initial Business Response /* (1000, 5, 2015/08/17) */
This correspondence responds to Ms. [redacted] Revdex.com compliant dated August 7, 2015 against Teachers Credit Union ("TCU").
Ms. [redacted] complaint was turned over to TCU's legal department to perform a thorough investigation. The...

investigation included a review of Ms. [redacted]' account statements, notices and terms and conditions.
Enclosed is a summary report of the findings of TCU's investigation. Should you have any questions or need anything further, please feel free to contact TCU's Senior Vice President, General Counsel and Chief Compliance Office Louise [redacted] at [redacted].
SUMMARY CONCLUSION
Teachers Credit Union has mailed quarterly statements to Ms. [redacted]. With the March 2015 statement, TCU included the Fee Schedule Common Features which highlights the $5.00 monthly Membership Inactivity Fee and explanation.
FACTUAL INFORMATION
Pursuant to TCU's records, TCU has communicated documentation to Ms. [redacted] to the most recent address Ms. [redacted] has provided to TCU.
· According to TCU's records the current address on file for Ms. [redacted] is: [redacted] (see January 2015 through June 2015 statements).
· According to TCU's records, TCU communicated a certified letter to Ms. [redacted] dated February 26, 2014 to the current address on file: [redacted] (see certified return receipt).
· TCU communicated and enclosed the Fee Schedule Common Features with Ms. [redacted] January 2015 through March 2015 statements (see Fee Schedule Common Features — Revised March 2015).
· According to the partial enclosed Terms and Conditions, Ms. [redacted] must notify TCU of any change in her address or name. "Unless we agree otherwise, change of address or name must be in writing by at least one of the account holders....we will attempt to communicate with you only by use of the most recent address you have provided to us..."

CONCLUSION
A thorough investigation of Ms. [redacted] account demonstrates that 1) TCU communicated to Ms. [redacted] by using the most recent address Ms. [redacted] had provided to TCU. 2) Since March 2015, Ms. [redacted] made no attempt to conduct any financial transactions on her account held at TCU. However, TCU did not charge the Inactivity fee until April 2015 and every month thereafter, which eventually led to the closing of Ms. [redacted] account at TCU. 3) Ms. [redacted] may have moved from the recent address TCU has on file (according to complaint Ms. [redacted] currently lives at [redacted]), however, TCU was not notified of such address change

I am rejecting this response because:
The the only reason that I have the funds back into my bank account is because of the hard work that I have done and not on behalf of TCU. The funds I received back into my account was a provisionary credit from my bank after I submit 2 disputes.Not once have I received any apologies about the way the issue was handled. To this day no one has been able to give me a reason as to what happened, no one has shown me proof from [redacted] or TCU of the unauthorized payment request. If the shoe was on the other foot, and I made a payment, and TCU did not receive it, it would not be TCU's responsibility to go look for the money, it would be mine.In actuality they owed me the money even though I did not request it back. I did not receive that money, therefore they failed to return the money that they claimed they owed me. Whether it was released from their account or not it was their responsibility to ensure that I received it and they did not. I have spent numerous hours on this issue, I have had to worry and continue to be stressed and upset and not once has it phased anyone at TCU. TCU claims that pay Point claims that my personal bank, [redacted], denied the  funds being returned into my account. I've spoken with numerous people at [redacted], and no one has seen any attempt of funds being returned. During one of my conversations with a TCU employee, they stated "now legal is going to have to be involved because of the Revdex.com complaint" and she sighed. It sounded as though I should feel guilty or bad about making a complaint. TCU's response makes it appear as though I received the funds from TCU via my bank [redacted]. That is not the case. I received the funds only due to a dispute I initiated and [redacted] gave me a provisionary credit before they even closed my dispute.I will continue to have my loan at TCU unless I am able to refinance at another Institution. But I will still be very unhappy and disappointed with the service I have received.

This correspondence responds to the Revdex.com ("Revdex.com") complaint against Teachers Credit Union ("TCU") dated January 2, 2018. (Enclosure 1) Member stated in her complaint that 1) neither she nor her bank initiated a stop payment on her auto loan payment which was reversed after...

being posted to her account for approximately three weeks, and 2) she never received the funds from the cancelled payment nor an explanation of where the funds are located. Upon receiving this complaint, TCU conducted a thorough investigation and found the following:
BACKGROUND INFORMATION
During the course of normal banking operations, TCU receives several online payments for its loans through a third party payment system called [redacted]. Periodically, TCU receives orders from [redacted] to return payments back to the originating financial institution due to fraud, cancelled payments, etc. These orders are listed on TCU's return report called "Exception Transaction Activity." TCU does not actually send the funds back to [redacted] nor does it investigate the specifics of how a fraud was committed or why someone stopped a payment. Instead, [redacted] immediately recaptures the funds by sending the net amount of the payments and returns to TCU via daily settlements. [redacted] informs TCU to make daily adjustments for the returns, then, [redacted] completes the return process by sending the funds to the originating bank.
RESPONSE TO ISSUE # 1
On November 1, 2017, Member used a third party payment system called [redacted] to make an online payment on her TCU auto loan. The payment was posted to Member's account on November 2, 2017. (Enclosure 2) On November 27, 2017, that same payment was reversed and returned to [redacted] as a non-authorized payment after [redacted] sent an order to return Member's November 2nd payment. The order was listed on the return report with the description "No Authorization." (Enclosure 3). Member states she did not cancel the payment and wants to know who did, but TCU was not provided with detailed information concerning who initiated the return order or why. It simply followed protocol and immediately complied with the return order by reversing the payment and making the necessary adjustments after [redacted] recaptured the funds. This completed TCU's role in the return process. TCU no longer had authority over or visibility as to the funds' location. [redacted], then, should have sent the funds to Member's external bank, [redacted].

RESPONSE TO ISSUE # 2
Member contacted TCU after she had not received the returned funds at her bank for an extended period. Since TCU no longer had visibility or control over the returned funds, it had to rely completely on information from [redacted] to address Member's concerns. After several inquiries, [redacted] informed TCU that [redacted] rejected the funds for a reason unknown to TCU, and [redacted] was not willing to send the funds back to TCU. Without further knowledge or access to the returned funds, TCU informed Member that she would need to contact her bank to inquire about the funds and request a credit to her account until [redacted] accepted the funds from [redacted].
RESOLUTION
On January, Member confirmed that she did eventually receive the funds from her financial institution, [redacted]. TCU understands that this situation was still very frustrating to Member, not only because of the delay in her receiving the funds, but also because Member's TCU loan became delinquent while she waited for her bank to deliver her funds. Due to the uniqueness of the situation, TCU has attempted to step outside of its normal role in this process to investigate where Member's funds are located between the two other institutions. Despite TCU's additional efforts, TCU was unable to get concrete information pertaining to the location of the funds. Considering that Member did not have access to the funds in order to make a timely payment, TCU will backdate Member's new payment to reflect the original November 2nd payment date, adjusting the principal balance and any late fees incurred due to the return payment order. We hope this information helps the efforts to resolve this matter.
Sincerely,
Teachers Credit Union
Legal Department
110 South Main Street
South Bend, IN 46601