Premier Members Credit Union

Dear Mr [redacted] , This letter is in response to recent correspondence regarding concerns you had with your HELOC loan with us and associated account closure Thank you for taking time to express your concerns and provide details around your experience with Premier Members I want to apologize for the experience and let you know we appreciate your feedbackWe take opportunities like this to help drive continual improvement in our training and business processes We reviewed your HELOC loan and associated transactions through to its payoff and closureOur review has concluded that loan interest, loan payments and the loan payoff were calculated and processed correctly We also researched the savings account closure request that you sent to Premier MembersOur research indicated that the address for your savings account was a prior address and had not been updated prior to closureThis resulted in the account being closed and the proceeds mailed to the address on recordWe have reprocessed your account closure request and have included the proceeds with this letterWe are attaching all statements of your accounts, from account open on June 12, to March 31, 2016, for your review Thank you again for your letter, patience and the opportunity to work through this issue If you identify any transactions on your statements that have been incorrectly applied or processed, please let us know Sincerely, [redacted] COO, Premier Members Credit Union

We reached out to this member directly and were unable to reach him by phone We mailed a letter answering the member’s concerns and encouraged him to contact us with any questionsWe believe this issue is now closed and that we fulfilled this member’s desired resolution

We have contacted the member and this complaint was resolved to the member’s satisfaction We communicated with our member via phone and followwith a letter confirming the resolution We thank the member for reaching out to us via the Revdex.com and for his continued membership with Premier Members Credit Union

PMCU's Senior Vice President reached out to the member, and this issue has been resolved

We appreciate [redacted] for taking time to reach out to the Revdex.com in regards to concerns over the F-car loan [redacted] is not a member of Premier Members Credit Union (formerly known as Boulder Valley Credit Union) and it would be a violation of confidentiality to provide further details in regards to this complaintWe encourage the account holder to reach out to us in regards to this matter

We have contacted the member and this complaint was resolved to the member’s satisfaction We communicated with our member via phone and followwith a letter confirming the resolution We thank the member for reaching out to us via the Revdex.com and for his continued membership with PMCU

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/04/29) */
April 29,
Dear *** ***,
I am in receipt of the complaint that was filed on your behalf with the Revdex.comI want to apologize that we were not able to meet your need of opting you out of third party mailing,
specifically the AD&D life insurance
I have reviewed your membership with Premier Members, and was able to confirm your request of opting outWhen you notified us the system was not properly updatedI have since updated your membership to opt you out of third party marketing, and have also confirmed that your information will not be included in future mailings
I apologize for the inconveniences this has caused youThank you for choosing Premier Members, and your continued business
Sincerely,
*** ***
SrVP of Retail Delivery
Initial Consumer Rebuttal /* (3000, 8, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear ***,
I have heard this story of being opted out from two of your representatives already and it has made no difference, I still receive your life insurance offersWhat make you think it will be any different just because you say I have been opted out of receiving third party marketing offers?
What you are telling me is three of your staff members including a supervisor are not properly trained in using your system because as you said, "the system was not properly updated"? That seems to me to be a bad reflection on the training and professionalism of Premier Members Credit Union staff, doesn't it?
Why doesn't Premier Members Credit Union do the right thing by it's customers and give us all the means to oif we are interested in receiving your offersIf you had any respect for your customers you would have an option on your website where we, your customers could at least opt out of your advertising offers without resorting to calling one of your poorly trained representatives
It should not be this difficult to stop unwanted advertising material filling my mailbox and costing me money to recycleUnfortunately, I do not believe you when you say I "will not be included in future mailings," I have heard this story before!
Regards,
*** ***
Final Consumer Response /* (3000, 19, 2015/10/21) */
Consumer filed duplicate complaint (#XXXXXXXX) regarding the same issues:
I am still receiving unwanted life insurance offers even though Premier Members Credit Union assured me they would stop sending them
I am still receiving unwanted life insurance offers even though Premier Members Credit Union assured me they would stop sending them
Please refer to Revdex.com complaint XXXXXXXX dated 8/9/
In the response from the "SrVP of Retail Delivery" I was assured Premier Members Credit Union would stop sending me unwanted junk mail because I was opted out of third party mailingThe "SrVP of Retail Delivery" is continuing to tell lies because I received junk mail from Premier Members Credit Union on 8/4/and again today on 10/20/
Does Premier Members Credit Union have no respect for its customers?
My desired resolution is for Premier Members Credit Union to stop sending me junk mail, specifically life insurance offers
I would also like the "SrVP of Retail Delivery" to stop telling me lies, specifically when she says,
"I understand your frustration that you have had in regards to opting out of third party mailings, and that our staff telling you that this was completedI have spoken with the staff member's and showed them specifically what needed to be done on the system to avoid this from happening to another member in the future
My sincere apologies for causing you to be misinformed and receiving marketing material you do not wish to getPlease let me know if there is anything I can do for you in the future
Sincerely,
*** ***
SrVP of Retail Delivery"
MsSrVP of Retail Delivery, I am still receiving unwanted marketing materialPlease stop sending me your trashy advertising material
Final Business Response /* (4000, 21, 2015/10/29) */
Premier Members extends our sincerest apologies to you for continuing to receive unwanted mailings, and accept full responsibility for not ensuring the process achieved its intended resultsOur system shows your individual record to be excluded from third party marketing mailings, however, this coding did not translate to our third party vendorOur third party vendor has also offered to contact you and offer both their assistance and apologies for the oversight on their side
Due to the advanced scheduling of these mailings, you may receive two additional letters in late October and November of 2015, as there is up to a 90-day lead time and the letters are already being processed by the US Postal ServiceWe have thoroughly investigated the reasons behind this, met with our third party vendor, and have ensured you will be excluded in all future mailings from them
We have reached out to you directly to further explain the situation and associated solution, and sincerely appreciate your continue patronage

Complaint: ***
I am rejecting this response because:The only reason they stopped calling me is that I blocked their callsHe failed to mention that.Then they forwarded this debt to a debt collector WITH MY PHONE NUMBER, something else he deceptively forgot to mentionBecause of this, the debt collector called meIf, as he said, they recognized that they had the wrong number, why did they forward it to a debt collector with my number?Because the meanness of this company starts at the topMrAssistant Vice President Iain did not tell the truth (He lied) and used deception which I suspect is the way this company deals with legitimate complaints.I have filed a complaint with the FTC and it will get to them in timeMeanwhile I am keeping all correspondence to forward to them.What nerve this company has !
Determined,
*** ***

Initial Business Response /* (1000, 5, 2015/05/07) */
*** *** called PMFCU on March 6, asking a representative to speak to her boyfriend about her charged off loansLoan *** (auto loan: *** *** *** *** *** was charged off on 10/31/in the amount of $20,463.40, and loan
*** (under another membership; auto loan: *** *** *** *** was charged off on 7/28/in the amount of 17,At the time of charge off a charge off letter was sent to all borrowers for both loans*** *** boyfriend asked if PMFCU would settle for $It was expressed to both *** *** and her boyfriend that we would not be able to accept this offer due to the loan balance as both loans totaled $37,550.62, with interest= $39,PMFCU counter offered back at 75% of the loan balance still owed and that PMFCU would accept payments but first had to provide a financial affidavit so that PMFCU could see what acceptable payment arrangement could be madeBoth *** *** and her boyfriend said they would talk about it and call the representative backOn March 7th, *** *** boyfriend emailed the representative stating they would like to set up an agreement to come to a resolution on the two filesThe representative emailed *** *** boyfriend back and stated again the best we could offer was 75% of the loan balance which would be $29,The representative left her contact information with the boyfriendAt this time "boyfriend" emailed back on 4/8/and stated he has tried calling the representative several times and she does not answer her phoneAnd that he does not leave messages because he does not have a cell phone and the best way to communicate is through emailHe stated at that time to the representative through email that she must have an issue communicating through email and asked that *** *** be "CC" on all emailsThe representative at this time emailed the "boyfriend" and *** *** back and stated that she did not feel comfortable sharing *** *** account information through email"Boyfriend" emailed the representative back and stated that she has already shared information and did not know what the concern was nowHe asked if there was someone else he could talk to as the representative was being less than helpful*** *** emailed the representative at that time stating it was ok to provide her account information through email to her boyfriend"Boyfriend" then called and spoke to representative and stated that he was not willing to work with her and started to use foul language with the representative and started yelling at the representativeAt that time the representative expressed she was going to end the call if he continued to use that kind of language and yell at her"Boyfriend" then stated he wanted to talk to a managerThe representative's manager was not available at that time and she expressed this to "boyfriend" and said that she could put him into her manager's voicemail and "boyfriend" refused"Boyfriend" then stated that she was refusing to let him talk to the managerThe representative's manager became available towards the end of the call and the call was transferred to the manager
"Boyfriend" stated to the Collection Manager that he wanted to rectify his girlfriends account but wanted to first start off stating that he did not appreciate the conversation he had with the previous representativeThe manager stated she was not there for the call but gave her word that she would talk to the representative about the conversation that took placeThe manager then asked how she could help himBoyfriend continued to be irate, cursing and yelling about how the representative was violating several laws and that he was going to file a Revdex.com complaintHe continued to go round and round about the representativeThe manager again apologized as she was not a part of the conversation but expressed again that she would talk with the representative"Boyfriend" then asked why we would not accept a $5,settlement offerThe manager expressed that we could not take a settlement offer like that because the balance was so highShe stated that PMFCU would accept an offer of 75% of the loan balance"Boyfriend" continued to yell at the manager and asked how we got that number, and PMFCU hasn't received *** ***' financials yet"Boyfriend" demanded the manager to accept the offerManger expressed that was the first initial offer due to the fact that we have not received financials from *** ***The manager at that time expressed to "Boyfriend" that if *** *** would like to provide financials, PMFCU would review"Boyfriend" at that time provided his email address to send a financial form to him so that *** *** could provide her financialsManger emailed the financial form on 4/8/and the member has not returned the form, called back or emailed
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response to my complaint is completely fabricatedThey didn't provide correct information in regards to the phone callThey are trying to make it seem as if they did nothing wrong and that the issue was my boyfriend which was not the case
Final Business Response /* (4000, 9, 2015/05/22) */
This is the representatives response as she was the one who originally spoke to *** *** and then her boyfriend:
X-X-XXXX: My 1st conversation with *** was on March 6thAt this time she asked that I discuss the loans with her boyfriend *** *** *** then got on the phone and asked what the current balances are on both outstanding loansI gave him the balances and he wanted to know if Premier would be willing to settle the loans for $I explained based on the balances due I felt the best they would consider would be 29,which is 75% of the loan balancesHe said he wanted to discuss this with *** and would get back with me
4-7-I received an email from *** *** - He was contacting me in regards to ***'s loanI replies asking him how I could help him
4-8-During the morning Premier Members staff were all in a meeting regarding the upcoming mergerThis took me away from my desk, which during this time I must have missed calls from *** *** because he was not happy about the fact I didn't answer my phone
I received an email from *** *** stating he wanted to set up an agreement in regards to her two loansAlso asked again for the balances and the settlement amount that would be the offer for each loan
I replies by reminding him of our conversation on March 6th that Premier would settle for $29,I than said please let me know what additional information he may needI also gave him my direct line number
The next email from *** *** was that he was trying to get this done on the time he has availableHe stated any other time is inconvenient for himHe said he had tries to call me times that day and I never answer was what he had wroteHe also stated I should check my caller id
*** *** asked me if I had a problem with communicating via emailI
I replied stating I do have concerns with communicating through emailHe replied that I had already put ***'s information on email so he doesn't understand the problem I have with it now
He then emailed his girlfriend and asked to respond to the chain of emails so I would reply
*** emailed stating I had permission to discuss this matter with him completely
*** *** called me shortly after the email was received from ***I answered the phone, yes *** how can I help you?
He right away felt I was being rudeI told him that was not my intentionsHe was very upset and commented on me not answering my phoneI tried to explain I was in meetings all morningBased on *** *** frustration I was trying to explain to him the settlement offer
He used the f wordI told him I wasn't going to listen to that and would end the call if he continued
He continued to yell at meI asked him if that was the way he talked with his customers? I told him I was trying to discuss this professionally and he continued to yell over me
He then said he was going to file a complaint for all the regulations I've violatedI asked him what regulations I've violatedHe just continued to yell at me about different things other than the loanI told him I've been in the collection industry for over years and I assured him I didn't violate any regulations
He asked to speak with my managerI said you can't at the momentHe started yelling again stating I wouldn't allow him to talk with my managerI raised my voice to have him hear the reason he couldn't talk with my manager is because she was not available at that moment
I asked if he wanted her voicemail and he said no he wanted to speak with her boss thanI said I could put him into my manager's voicemail but that I wasn't going to contact her managerHe continued to yell at meI than saw that *** was now available so I forwarded the call
** *** is not on this loan and as a courtesy, and with approval from *** ***, we spoke to *** *** to find a solution with the charged off loans in *** *** nameThere were three other representatives that overheard the conversation the representative had with *** *** that can validate what the representative said to *** ***

Dear *** ***, This letter is in response to your recent correspondence regarding contact received from Premier Members Credit UnionThank you for taking the time to express your concerns and provide details around your experience We researched and reviewed your contact with Premier
Members Credit UnionWe did place calls to a number on file provided by a member of the credit union. Following receipt of your voicemail that we had an incorrect number on file, we updated our records and ceased placing calls to your number on or around July 21, We do not have any record that you have a current account relationship with us, and, as such, have not submitted your information to a debt collectorOn behalf of Premier Members Credit Union, I apologize for this misunderstanding and inconvenience. If you have further questions regarding this matter, please let us know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like to thank Premier Members FCU for their timely response and resolution in the matterI would especially like to thank *** *** for his role in this effortIt speaks volumes when a VP is willing to reach out to a member in any matter involving them and a financial institution
Sincerely,
*** ***

Dear Mr. [redacted],   This letter is in response to recent correspondence regarding concerns you had with your HELOC loan with us and associated account closure.  Thank you for taking time to express your concerns and provide details around your experience with Premier Members.  ...

  I want to apologize for the experience and let you know we appreciate your feedback. We take opportunities like this to help drive continual improvement in our training and business processes.    We reviewed your HELOC loan and associated transactions through to its payoff and closure. Our review has concluded that loan interest, loan payments and the loan payoff were calculated and processed correctly.   We also researched the savings account closure request that you sent to Premier Members. Our research indicated that the address for your savings account was a prior address and had not been updated prior to closure. This resulted in the account being closed and the proceeds mailed to the address on record. We have reprocessed your account closure request and have included the proceeds with this letter. We are attaching all statements of your accounts, from account open on June 12, 2015 to March 31, 2016, for your review.   Thank you again for your letter, patience and the opportunity to work through this issue.  If you identify any transactions on your statements that have been incorrectly applied or processed, please let us know.     Sincerely,       [redacted] COO, Premier Members Credit Union

We have contacted the member and this complaint was resolved to the member’s satisfaction.  We communicated with our member via phone and followed-up with a letter confirming the resolution.  We thank the member for reaching out to us via the Revdex.com and for his continued membership with PMCU.

The credit union contacted this member and resolved this issue to their satisfaction.

Premier Members Credit Union reached out to this member and thanked him for taking the time to express concerns and provide details around his experience.  We recognized his frustrations encountered when dealing with our third-party representative. We were able to finalize a plan that worked...

for all involved. We appreciate that we were able to reach a mutually agreeable solution and reach a resolution.

The credit union contacted this member and resolved this issue.

PMCU's Senior Vice President reached out to the member, and this issue has been resolved.

Complaint: [redacted]
I am rejecting this response because:PMCU did not reach out by phone to contact me. They also sent me contradicting letters to the response of my complaint. I am not satisfied and am now more insulted they responded claiming I was. 
Sincerely,
[redacted]

At Premier Members Credit Union our mission is to build relationships and add value every day.  In situations where we have not met expectations, we make attempts to review the experience, identify missed opportunities and use feedback to adjust our processes if necessary.  As requested in this complaint, Premier Member Credit Union corrected the issues as requested by the member and apologized for any mistakes we made.  We believe this issue is now closed.