Pullman Building Supply, Inc.

Initial Business Response /* (1000, 10, 2015/11/16) */
Response to Case # 26063180: *** ***
Interra Credit Union converted to a new Online and Mobile Banking solution on October 6, This new solution leverages industry best practices and state of the art technology for a more secure
member experience and solution designed to protect confidential member information
During the first-time login process, members are asked to select their preferred contact method that enables Interra to provide them immediately with a Secure Access CodeThis approach to multi-factor authentication provides an extra layer of security for our members during loginMembers may choose a phone call, text message or e-mail to receive the Secure Access CodeWhen the six-digit Secure Access Code is received, the member enters the Access Code and selects SubmitThe one-time access code is valid for only minutesIf it expires prior to being used to authenticate their preferred device, the member must request a new Secure Access Code
During the next step in the login process, the member is asked if they would like to Register or Not Register the deviceIf the member chooses to register the trusted device to create a quicker login experience, they will not have to generate a new secure access code when they use that trusted device or browser in the futureA member may be asked to re-register a device or browser every days, a feature that adds an additional layer of member security
We appreciate Mr***'s concern for safety and securityThis is precisely the reason we give every member the option to not register their device and instead receive a unique six-digit Secure Access Code each time they log inMr*** states that he wishes to answer a security question rather than receive and enter a Secure Access Code each time he logs inOur previous Online Banking solution did leverage security questions and is likely the reason he is making this requestTo provide enhanced member security, this is no longer an option for multi-factor authentication when logging into our new Online Banking platformThe unique six-digit Secure Access Code we now utilize provides a much higher level of security than the static challenge questions we used previously
Thank you,
Joel ***
VP Operations
Interra Credit Union
W Lincoln Ave Goshen, IN XXXXX
PO Box Goshen, IN XXXXX
574.534.XXXX XXXext***
***@interracu.com fax:

Initial Business Response /* (1000, 8, 2016/06/05) */
Interra Credit Union has completed an investigation of the concerns stated by Mr. [redacted].
Each month Mr. [redacted] has been provided a copy of his monthly statements enabling him to track his account transactions. If Mr. [redacted] felt the...

39 transactions were in error, contacting Interra Credit Union with this concern could have stopped any potential fraud much earlier. Members need to notify Interra Credit Union within 60 days after the first statement was sent on which an error or problem appeared. Falcon Services does their best to provide assistance in the suspicion of fraud but has a limited reconciliation period.
Interra takes pride in assisting our members with errors or questions about their account. Extensive monitoring systems have even been put in place allowing fraud to be reduced for our members. However, personally monitoring one's financial accounts on a monthly basis is encouraged for all Interra members.
Initial Consumer Rebuttal /* (3000, 10, 2016/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My late wife's sister was the Branch Manager at Interra Credit Union at the time this account was open and all the security and fraud measures were in place at that time. Falcon Services told me I would get every penny back, the first rep from Interra told me they go back 90 days, now they are telling me they only go back 60 days. As I understand, Interra MUST contact their customers each and every time an account is overdrawn, that is also Federal requirements. Interra is also insured for the loss of this nature and my money was also insured with them for fraudulent activities charged against me. Interra Credit Union has a serious problem with their security and monitoring tools that they are currently using. It's 2016, your customers deserve better. I expect a full refund for all my losses. I'm the victum, not them. That money was from my wife's life-insurance policy.
Final Consumer Response /* (3000, 18, 2016/07/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kalin at Falcon Services, assured me I would get every penny back from those fraudulent charges, I was told by Interra Credit Union I would get every penny back, then it was 90 days, now it's 60 days ? If I have to sue Interrs Credit Union for the full recovery of the money , I will. I will also contact The County Prosecutor, and download the viral video of my experience that I have had with Interra Credit Union. I will not settle for anything less then the full refund of the stolen money. Interra is insured for losses of this type, my money was insured with Interra and should have been safe under their control. No financial institution should have this poor of a recovery plan for these types of situations. I should have been notified every time the checking account was overdrawn, they should have contacted me by phone, email or letter under Federal law each and every time that account had a negative balance. I EXPECT EVERY PENNY TO BE RETURNED TO ME !
Final Business Response /* (1000, 16, 2016/07/01) */
Mr. [redacted]' claims of charges in September, October, November and December of 2015 were not filed until April 29, 2016. As previously described, Interra Credit Union has a 60 days charge back time limit.

Initial Business Response /* (1000, 13, 2016/11/11) */
Interra Credit Union's documented records show that on October 4, 2016, Ms. [redacted] came to Interra's Elkhart office with the following issues:
* Previously closed checking account as a result of fraud
* Opened a new account
* Interra's Bill...

Pay service was inadvertently not transferred to the new account number.
* The credit union's 3rd party bill pay service required a form to change bill pay service to the new account.
* As soon as the Interra staff knew the situation, on October 4, a call was made on Ms. [redacted]'s behalf to switch accounts.
As an extra level of service to Ms. [redacted], an Interra representative personally called each one of merchants to explain the situation and indicated the error was on the part of the credit union.
A few merchants would not make refunds, and Interra also paid those charges back to Ms. [redacted].
Interra's representative worked with Ms. [redacted] for 11/2 hours. Our notes indicate that Ms [redacted] was grateful for the assistance and for helping resolve the issues.
Based on the documentation, actions and Mrs. [redacted]'s appreciation, we believe the situation is resolved.