We reviewed the circumstances surrounding the complaint We feel that the member was not handled in a way we have liked and we have done the following: We contacted them and apologized We reimbursed the member for the costs charged at their other financial institution We have made a written plan on how their account will be handled going forward, and We have used this experience as a training opportunity for our staff We did not get it right in this instance, but we made it right Our member tells us they are happy
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. I have been credited the $that was charged to me in NSF fees because of this institutions actions, and see that the due date for my next payment is 9/30/as agreed upon. I am satisfied with the response from AFFCU, as one of their members contacted me about resolving this within hours of submitting the complaint, and we came to a resolve within hours. I appreciate their speedy decision on my complaint
Regards,
*** ***
The member now states that he never had an account with us. He claims to have secured the services of legal counsel and we have been unable to verify the authenticity of the identity of the individual from whom he claims to have secured legal services.
Due to our potential referral of this matter to law enforcement agencies, we are unable to comment further on this complaint.
Respectfully,
[redacted]
President/CEO
We reviewed the circumstances surrounding the complaint. We feel that the member was not handled in a way we have liked and we have done the following:
1. We contacted them and apologized.
2. We reimbursed the member for the costs charged at their other financial...
institution.
3. We have made a written plan on how their account will be handled going forward, and
4. We have used this experience as a training opportunity for our staff.
We did not get it right in this instance, but we made it right. Our member tells us they are happy.
As asserted in our former response, at no time did we violate any regulation, rule or law in our efforts to find ways to communicate with our member. Inquiry was made to those we had reason to believe may be in contact with the member and might provide us that information. If the member will provide us information and keep it current at all times as to how we may reach him to service his account, we will have no need to try to find him using alternate methods.Respectfully,[redacted]. [redacted]President/CEOAir Force Federal Credit Union
We would like to respond to the member's request but our process is clear. A wet signature is required for account closure. Upon receipt of the same, we will process the request. Respectfully,[redacted]President and Chief Executive Officer
Complaint: [redacted]
I am rejecting this response because: AFFCU accepted an electronic signature from me to open my accounts. So AFFCU should accept either an electronic method for account closure. Requiring a "wet" signature is ridiculous. Please show that I was ultimately dissatisfied with business's response.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I submitted identity documentation (in 2015), and I have corroborating emails. In addition, I passed multiple identity-verification checks (by successfully answering numerous questions derived from CRA databases). At this time, I'm demanding that my accounts be closed, and that a check for the balances (totaling $1k) be sent to my [redacted] address. (That's the same address that AFFCU has on file, and the same address that's on my California driver's license). Regards,
[redacted]
We reviewed the circumstances surrounding the complaint We feel that the member was not handled in a way we have liked and we have done the following: We contacted them and apologized We reimbursed the member for the costs charged at their other financial institution We have made a written plan on how their account will be handled going forward, and We have used this experience as a training opportunity for our staff We did not get it right in this instance, but we made it right Our member tells us they are happy
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. I have been credited the $that was charged to me in NSF fees because of this institutions actions, and see that the due date for my next payment is 9/30/as agreed upon. I am satisfied with the response from AFFCU, as one of their members contacted me about resolving this within hours of submitting the complaint, and we came to a resolve within hours. I appreciate their speedy decision on my complaint
Regards,
*** ***
The member now states that he never had an account with us. He claims to have secured the services of legal counsel and we have been unable to verify the authenticity of the identity of the individual from whom he claims to have secured legal services.
Due to our potential referral of this matter to law enforcement agencies, we are unable to comment further on this complaint.
Respectfully,
[redacted]
President/CEO
We reviewed the circumstances surrounding the complaint. We feel that the member was not handled in a way we have liked and we have done the following:
1. We contacted them and apologized.
2. We reimbursed the member for the costs charged at their other financial...
institution.
3. We have made a written plan on how their account will be handled going forward, and
4. We have used this experience as a training opportunity for our staff.
We did not get it right in this instance, but we made it right. Our member tells us they are happy.
As asserted in our former response, at no time did we violate any regulation, rule or law in our efforts to find ways to communicate with our member. Inquiry was made to those we had reason to believe may be in contact with the member and might provide us that information. If the member will provide us information and keep it current at all times as to how we may reach him to service his account, we will have no need to try to find him using alternate methods.Respectfully,[redacted]. [redacted]President/CEOAir Force Federal Credit Union
We would like to respond to the member's request but our process is clear. A wet signature is required for account closure. Upon receipt of the same, we will process the request. Respectfully,[redacted]President and Chief Executive Officer
We have spoken with the member. There was a misunderstanding. We have refunded the fee and apologized.
[redacted]
President/CEO
Complaint: [redacted]
I am rejecting this response because: They have not proivded me requested documents a request by law.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: AFFCU accepted an electronic signature from me to open my accounts. So AFFCU should accept either an electronic method for account closure. Requiring a "wet" signature is ridiculous. Please show that I was ultimately dissatisfied with business's response.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I submitted identity documentation (in 2015), and I have corroborating emails. In addition, I passed multiple identity-verification checks (by successfully answering numerous questions derived from CRA databases). At this time, I'm demanding that my accounts be closed, and that a check for the balances (totaling $1k) be sent to my [redacted] address. (That's the same address that AFFCU has on file, and the same address that's on my California driver's license). Regards,
[redacted]