First Community Credit Union

According to the contract signed by Ms [redacted] there is a requirement that every member with a car loan must carry full coverage insurance This is tracked by a company the credit union uses, they are [redacted] Ms [redacted] is missing insurance from February through February on her loan, while this is only a few days, it has added a little over $to her loan, which made her delinquent She was sent letters from the credit union on June 14, June and June stating she was late and was informed that if her loan goes over days past due it will be reported to the credit agenciesThere was also a letter sent on April stating that the insurance was being added The credit union has an obligation to report loans as they are paid, in this case, Ms [redacted] was days past due Ms [redacted] mentioned her frustration with the credit union not e-mailing her, at the time she was reported over days past due, we had no e-mail address for her, just recently we obtained her e-mail address We understand her frustration over his matter and she has been encouraged to file a dispute with the credit reporting agencies and we have an obligation to research the account to ensure accuracy

The situation is very simpleJosephine requested a deferral of her loan paymentShe was told on numberous occasions that our policy requires her loan be current before we could grant a deferralI also invited her to speak directly to me about it and provided my contact informationUnfortunately, to date I have not heard from her about clearing up this apparent misunderstandingWe value our members and try to proactively address any concern or questionIt is difficult to do that if they will not contact me directlyI would still love for Josephine to contact me to see what can be doneYOu can reach me at [redacted] Sincerely,Jack ***President Tell us why here

Mr [redacted] was contacted today March by [redacted] , Manager of Loan Servicing She has explained the insurance to him and is sending him letters that had been previously mailed to him about his refinance questions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, Josephine *** My original complaint was before the full loan payment was dueWhen I spoke with Bobbie two days prior to this statement she had notations of me speaking with your office regarding my outatanding payment that is due but she did of course not have any notation of conversation regarding what needed to happen when I set up payments with LindaI find it quite in your favor to document things that cannot benefit both sides of any situation your customer can land inDocumentation to an account should be in full rather than here nor there, like Bobbi mentioned to me during our phone callIt seems as the only way to settle this matter will be to take the three accounts I have in my name and bank else whereI will also be moving my fathers bank account from your location as wellYour bank has caused me nothing but grief this year alone from my account having funds taken from Switzerland, to having funds taken from my federal student loans that have had paper work signed by me with one of your tellers present which has "mysteriously" not been placed on my file, to now this loan paymentIt is clear to me that your facilities are very unorganized and you as well, Jack ***, have shown me that yourself when I spoke with you personally and you misinformed me when your credit department was open and it in fact was not Warm Regards,Josephine ***

In trying to research [redacted] ’s complaint, I don’t show any information within our system on [redacted] There are several First Community Credit Union’s located throughout the states not affiliated with ours from NDWith her address being in TX, is it possible this is being confused with the First Community Credit Union out of Texas? We would gladly fix anything we mistakenly reported, however, I don’t have any record that we would have performed what she is indicating belowIf she still feels like this is something through our credit union in ND, can she provide a copy of what she is looking at so we can try to remedy?

Initial Business Response / [redacted] (1000, 5, 2015/06/19) */ First Community Credit Union requires full coverage on vehicles for the entire term of the loanIf proof of insurance is not provided our members will receive several notices detailing what is needed to prevent CPI (Collateral Protection Insurance) from being added to the loanAn initial letter was sent to Mr [redacted] on 12/5/Two more notices were sent, one on 1/2/and the second on 1/30/Insurance was added to the account on 2/13/On 3/26/our member's insurance company provided proof of full coverage and the loan was credited for the full amount of the CPI and an interest creditMr [redacted] was sent a letter detailing the cancellation of the placed insurance but did not contact us to request reimbursement for the one higher payment made based on the initial placement of the CPIIf this request would have been made, we would have accommodated Mr [redacted] and refunded the amount from his loan to his share account We appoligize for any inconvenience we may have caused and we have credited the requested amount to the account in settlement

Initial Business Response / [redacted] (1000, 5, 2016/02/22) */ The credit union has spoken with the three members and they are fully aware of the cross collateral clause in the contract that allows the credit union to repossess the vehicleWhile the credit union can repossess the vehicle, it was not our intent to do so until [redacted] made it clear she was not going to pay for other amounts she owes the credit unionThe credit union had to repossess a truck she had purchased and had to write off another loan (unsecured)Initially, [redacted] had agreed to make arrangements on the two previous loans, but at a later date decided to not pay on themAt no time did the credit union state that we would release our lien on the Pontiac Gonce it was paid off [redacted] has been on all the loans, as a result of the losses the credit union has taken, the only way to offset some of those losses is to repossess a carThank you

Complaint: [redacted] I am rejecting this response because: I did not receive any letters from First Community regarding the added insuranceI am not saying First Community did not send one, however I did not receive itIt could have been the mail being placed in the incorrect box as I live in an unit condo or lost in the mail, etcAny number of reasonsThis does not explain why First Community did not call me about thisI have always paid my car loan on time with them, and would NEVER ignore a financial obligationThey can clearly see this, as I have still been paying my car paymentAlso, I have attached the most recent letter I received from them which is unclear to me as wellIt states that I owe the $50, which I now understand whyHowever, it states that I am not past due on my loan, and they have amortized the $into my loanThey state that my NEW car payment is now $with this new fee rolled inThis does not make any sense to me, as my payment has ALWAYS been $for the last yearsI would like them to fix my credit score, and explain this new letter to meHow can my payment remain the same with $amortized in? I would like my credit score repaired, and I will continue to pay my car loan on time like I have been doing for the last yearsThis whole situation was completely avoidable with some decent customer service Sincerely, [redacted]

The was credited to the member's account on 1/12/ The original Revdex.com complaint was directed to the wrong department in error

First Community values our members and strives to resolve any issues or complaints I called my member last Friday morning(8/12/16) and was requested to call her at 3:P.M I called her at that time and assured her that we want to get this resolved and take additional steps to avoid this happening next yearThe member's insurance company stated that a bill was mailed on 6/8/ We did not receive the bill for the July 23rd premium A letter was mailed out from our office to our member around July 15th requesting the invoice She stated that this letter was never received I contacted the insurance company and they validated that a refund was owed to our member and the check would be sent between the 20th and 25th of this month After speaking with our member I moved the insurance due date on her escrow account to June and notated the account with a statement that reads "Contact the agent immediately if the bill is not received" In addition to this, I have mailed a letter of apology with a gift card for our member

Complaint: [redacted] I am rejecting this response because: Legaly they can not dictate my money If I bank at regions Bank, they would have no access to my account or money to hold Freezing my account so that I cant even get gas to get to work to pay my car payment is not the way to do it I will be closing my account and switching banks, keeping my loan with first community if this is not resolved I work hard for my money and feel like I chose a financial institution who I thought would protect my money, however they have prooven they are thiefs, and could care less if someone is stranded or otherwise by freezing accounts This very well could have cost me my job that day, and I never signed an agreement for them to freeze my checking account if I was behind a car payment In fact I had my loan months before deciding to open a checking account with them This is fraud, and morally wrong as well What if I needed to get my children lunch at school? They would have to starve because they think its OK to dictate my money??? Sincerely, [redacted] ***

The member is correct, the credit union did repossess their Ford Fusion, however, they were days past due and at the time the credit union repossessed the car, we had no proof of insurance Attached, you will see the [redacted] were sent separate letters notifying them the credit union was about to add insurance to their loan, they did not respond to any of the letters, in fact, after the car was repossessed [redacted] *** told us on March that “they get letters from us and throw them away because they know they owe the money.” When the insurance was added last August, it increased their payment from $to $569.39, as a result of the increase they fell behind, they were sent a right to cure notice and eventually repossessed The credit union called the [redacted] numerous times from August through March, but no voice mail was set up, so no message could be left, on one occasion, December 7, they answered the phone and stated the past due amount would be paid later that day With regards the credit union being rude, our notes show we spoke with the [redacted] twice, on December and again after the car was repossessed, on March 19, the second time [redacted] *** started the conversation by screaming at a collection representative and ended the call by using foul language and informing her after he gets the car he is going to drive it into the river and then we can have it As far as the charges, they were required to pay up to date, pay the repossession fess and provide proof of insurance, once that was done, they could get their car back The credit union will not adjust their account, nor will we change their credit, per their request If they feel their has been an error with their credit, we would encourage them to file a dispute with the credit reporting agenciesThanks

We will have to research the problem and I am not personally aware of the situation

I reviewed our telephone calls with Ms*** We had explained several times how our system works (that the savings will act as overdraft protection for your check but not vice versa) I called Ms [redacted] to let her know that there was confusion and I explained again how our system worked I refunded the fee of $because she did have enough funds in the checking to cover the transaction that had attempted to clear her savings.Ours was a very pleasant conversation and Ms [redacted] was satisfied when we ended our call.Thank you, [redacted] AVP Member Service Center [redacted] @firstcommunity.com [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ [redacted] has a car loan and credit card with the credit union and she has been over days late on both accounts numerous timesThe credit union had ordered the car for repossession because of lack of payments once and almost ordered it for repossession again, due to lack of payments and lacking full coverage insurance on her carThe relationship with [redacted] is difficult, she has argued with many of the collectors on staff, the time she was hung up on was because of her foul language, she was asked to stop speaking like that and wouldn'tOther times she has started the conversation with the statement, "I am going to be rude to you..." or "this is how its going to go..." [redacted] signed a contract to pay monthly and even though she is current at this time, she has not paid on time consistentlyAs a matter of practice, the credit union does not call members that are current, in [redacted] 's case, our collection notes are numerous As far as her resolution, there have been no billing errors, she has incurred late fees because she has been late and incurred repossession fees because the credit union has ordered the car for repossession

Ms [redacted] came to our Belleville Branch on Monday evening and we issued her a new card at no charge Appropriate departments were notified about the situation

Tell us wh [redacted] *** and [redacted] in Collections made an arrangement with this member to settle his part of the charged off debt in late May of this year He was to pay $2,by 6/23/(they gave him days), he did pay $2,with payments from late May through July 22, Clearly not in the agreement Despite this, *** deleted his trade line from his credit report on November 8, it should no longer be there, it usually takes business hours Thanksy here

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

Complaint: [redacted] I am rejecting this response because our concerns were not addressed Below is our original complaint with annotations describing whether MsH [redacted] addressed the issues in her letter Our complaint was NOT about the fact that we do not get our account balances It was about the rude staff and long waits at the drive through."The branch that we used to go to, in Banks, closed a few months agoWhen we made deposits at the Banks branch the staff was helpful and friendlyWhen the Banks branch closed we started using the Hillsboro branch for deposits." -- this was addressed in the letter from MsH [redacted] "I often have my wife make drive through deposits since that is more convenient for usWe are a small, family run businessWhen she makes deposits at the Hillsboro branch the staff is rude and unhelpfulThey keep her waiting for long periods without explanation or apologyIf she asks a question, she is told, "If he wants to know he can call us." -- this was not addressed in the letter from MsH*** We do not know where she got the idea that our issue is about account balances"We submitted an online form to complain about the service and did not receive a direct replyWe also posted an online review of the branchThe bank posted a reply online to the review which did not address service at the Hillsboro branch but instead told us that they have great service at the Forest Grove branchWe would use that branch except that it does not have a drive throughYesterday, our manager received a call from Jason H at the Hillsboro branch asking to speak to the ownerOur manager explained that the owner was not available but asked instead if Jason could discuss the matter with him, but the bank representative kept asking repeatedly "is the owner there?" It was bordering on harassment, to point where the manager recorded the call." -- This was not addressed in the letter from MsH*** This must be the "reaching out" she refers to Sincerely, [redacted]

Mr [redacted] was contacted by [redacted] , Manager of Loan Servicing His account has been fully refunded and he understands what he needs to do moving forward