October 29, [redacted] Account XXX [redacted] Bellflower, CA Dear Ms [redacted] , Thank you for contacting American FirstWe appreciate your recent comments and we certainly regret the difficulty you experienced during your recent visit to our Buena Park branch We are always interested in hearing from our Members but regret that it was this type of occurrence that prompted you to contact usIn our efforts to maintain top quality, we are extremely conscientious about the performance of our entire staffWe understand your time is important, and assure you we have discussed your visit with both ***, and ***We are confident we will provide a better experience for you in future visits We sincerely regret the experience that led to you submitting a complaint with the Revdex.com, and hope this letter assures you of our continued desire to exceed your expectations during each encounter Sincerely, [redacted] Office of the President
Attached you find a copy of the response provided to the customer along with supporting documents ThanksMr. [redacted]RE: Revdex.com ('Revdex.com') correspondence to American First Credit Union as result of yourconsumer complaint/inquiryBetter...
Business Bureau ID# [redacted]/ American First Credit Union #[redacted]Dear Mr. [redacted]:This letter will serve as our compliance requirement with the Revdex.com request in which theagency requested that American First Credit Union respond directly regarding your complaint/inquiry notedabove.Per the request, we have investigated your complaint dated March 11, 2015. Your complaint expressesconcerns regarding American First Credit Union's ("the Credit Union") regarding the following issues1. The Loan Modification Denial and the unwillingness for the Credit Union to assist youI will attempt to address your concerns as it pertains to these issues. To begin:• The Loan Modification Denial: A loan modification review was offered to your wife on 1/27/15 by Mr.Paul Welch due to the inability to get caught up on your monthly payments. At that time, it wasexpressed to Ms. [redacted] that the review did not guarantee an approval. Various factors would betaken into consideration when reviewing a loan modification request and that the credit union woulddetermine if a modification could be granted based upon the current credit union policies surroundingmodification approvals based upon financial capabilities and overall liabilities.After a detailed financial review, it was determined based upon the information provided that amodification could not be granted due to insufficient capabilities to make even a reduced paymentamount that would be acceptable based upon current credit union standards. Ms. [redacted]'s temporaryincome could not be considered since she is not a signer on this loan and her current income istemporary which could be eliminated at anytime. If the income was on a permanent basis (nottemporary) the credit union would incorporate this in their decision.Based upon this, the income utilized to substantiate the capacity to make monthly payments even at areduced amount was solely based upon Mr. [redacted]'s reported income. This is the sole reason whythe modification was denied on February 25, 2015. A letter outlining this action was sent to you and Ihave enclosed a copy for your reference.• Unwillingness for the Credit Union to assist you during this time: The credit union does sympathizewith your situation and it has made attempts to assist you in other ways during this time. This isoutlined below:1. A 2 month extension of payments (Jan 15 and Feb 15 payments) was offered to bring youraccount current (due March 16, 2015) along with the understanding that you would run delinquenton your payments until the household income stabilized. The credit union would not take anyfurther action as long as a payment was made once a month. While the credit union understandsthat this does not reduce your payments as requested it does allow you to get caught up andcontinue to make a payment monthly which Ms. [redacted] indicated would be acceptable.2. Based upon this, the credit union moved forward to process this request, but the forms werereturned unsigned with the unit and keys at our La Habra location. The credit union madeattempts to discuss this decision with you and Ms. [redacted], but it was indicated by Ms. [redacted]that this was the best option for your family. She indicated that you no longer wanted the car if thepayments could not be reduced.3. At this time, the credit union stands behind its offer of a 2 month payment extension to bring theloan current allowing you to take back possession of your vehicle. Additionally, you can reapply fora modification if your financial capabilities and overall liabilities improve and/or Ms. [redacted]secures a permanent source of income.If you have any future questions or concerns about any matter concerning your account, I invite you to contactus at [redacted].Office of the PresidentAmerican First Credit Union[redacted]
October 29, 2014
[redacted] Account XXX[redacted]
** [redacted]
Bellflower, CA 90707
Dear Ms. [redacted],
Thank you for contacting American First. We appreciate your recent comments and we certainly regret the
difficulty you experienced during your recent visit to our Buena Park...
branch.
We are always interested in hearing from our Members but regret that it was this type of occurrence that
prompted you to contact us. In our efforts to maintain top quality, we are extremely conscientious about the
performance of our entire staff. We understand your time is important, and assure you we have discussed
your visit with both [redacted], and [redacted]. We are confident we will provide a better experience for you in future
visits.
We sincerely regret the experience that led to you submitting a complaint with the Revdex.com,
and hope this letter assures you of our continued desire to exceed your expectations during each encounter.
Sincerely,
[redacted]
Office of the President
October 29, [redacted] Account XXX [redacted] Bellflower, CA Dear Ms [redacted] , Thank you for contacting American FirstWe appreciate your recent comments and we certainly regret the difficulty you experienced during your recent visit to our Buena Park branch We are always interested in hearing from our Members but regret that it was this type of occurrence that prompted you to contact usIn our efforts to maintain top quality, we are extremely conscientious about the performance of our entire staffWe understand your time is important, and assure you we have discussed your visit with both ***, and ***We are confident we will provide a better experience for you in future visits We sincerely regret the experience that led to you submitting a complaint with the Revdex.com, and hope this letter assures you of our continued desire to exceed your expectations during each encounter Sincerely, [redacted] Office of the President
Attached you find a copy of the response provided to the customer along with supporting documents ThanksMr. [redacted]RE: Revdex.com ('Revdex.com') correspondence to American First Credit Union as result of yourconsumer complaint/inquiryBetter...
Business Bureau ID# [redacted]/ American First Credit Union #[redacted]Dear Mr. [redacted]:This letter will serve as our compliance requirement with the Revdex.com request in which theagency requested that American First Credit Union respond directly regarding your complaint/inquiry notedabove.Per the request, we have investigated your complaint dated March 11, 2015. Your complaint expressesconcerns regarding American First Credit Union's ("the Credit Union") regarding the following issues1. The Loan Modification Denial and the unwillingness for the Credit Union to assist youI will attempt to address your concerns as it pertains to these issues. To begin:• The Loan Modification Denial: A loan modification review was offered to your wife on 1/27/15 by Mr.Paul Welch due to the inability to get caught up on your monthly payments. At that time, it wasexpressed to Ms. [redacted] that the review did not guarantee an approval. Various factors would betaken into consideration when reviewing a loan modification request and that the credit union woulddetermine if a modification could be granted based upon the current credit union policies surroundingmodification approvals based upon financial capabilities and overall liabilities.After a detailed financial review, it was determined based upon the information provided that amodification could not be granted due to insufficient capabilities to make even a reduced paymentamount that would be acceptable based upon current credit union standards. Ms. [redacted]'s temporaryincome could not be considered since she is not a signer on this loan and her current income istemporary which could be eliminated at anytime. If the income was on a permanent basis (nottemporary) the credit union would incorporate this in their decision.Based upon this, the income utilized to substantiate the capacity to make monthly payments even at areduced amount was solely based upon Mr. [redacted]'s reported income. This is the sole reason whythe modification was denied on February 25, 2015. A letter outlining this action was sent to you and Ihave enclosed a copy for your reference.• Unwillingness for the Credit Union to assist you during this time: The credit union does sympathizewith your situation and it has made attempts to assist you in other ways during this time. This isoutlined below:1. A 2 month extension of payments (Jan 15 and Feb 15 payments) was offered to bring youraccount current (due March 16, 2015) along with the understanding that you would run delinquenton your payments until the household income stabilized. The credit union would not take anyfurther action as long as a payment was made once a month. While the credit union understandsthat this does not reduce your payments as requested it does allow you to get caught up andcontinue to make a payment monthly which Ms. [redacted] indicated would be acceptable.2. Based upon this, the credit union moved forward to process this request, but the forms werereturned unsigned with the unit and keys at our La Habra location. The credit union madeattempts to discuss this decision with you and Ms. [redacted], but it was indicated by Ms. [redacted]that this was the best option for your family. She indicated that you no longer wanted the car if thepayments could not be reduced.3. At this time, the credit union stands behind its offer of a 2 month payment extension to bring theloan current allowing you to take back possession of your vehicle. Additionally, you can reapply fora modification if your financial capabilities and overall liabilities improve and/or Ms. [redacted]secures a permanent source of income.If you have any future questions or concerns about any matter concerning your account, I invite you to contactus at [redacted].Office of the PresidentAmerican First Credit Union[redacted]
October 29, 2014
[redacted] Account XXX[redacted]
** [redacted]
Bellflower, CA 90707
Dear Ms. [redacted],
Thank you for contacting American First. We appreciate your recent comments and we certainly regret the
difficulty you experienced during your recent visit to our Buena Park...
branch.
We are always interested in hearing from our Members but regret that it was this type of occurrence that
prompted you to contact us. In our efforts to maintain top quality, we are extremely conscientious about the
performance of our entire staff. We understand your time is important, and assure you we have discussed
your visit with both [redacted], and [redacted]. We are confident we will provide a better experience for you in future
visits.
We sincerely regret the experience that led to you submitting a complaint with the Revdex.com,
and hope this letter assures you of our continued desire to exceed your expectations during each encounter.
Sincerely,
[redacted]
Office of the President