First Community Credit Union

Hello, it is that not that I don't want to respond to Revdex.com and our member We had Examiner in house for several weeks that required our time and attention I will have a letter of response to Revdex.com about the Mr [redacted] complaint to you on August Please accept my apology for being late in the response as I did not get the first email notifications Thank you, Denise H***, EVP/COO

Initial Business Response / [redacted] (1000, 10, 2016/01/20) */ We have attempted to contact the member to resolve the issue and have not received a response Initial Consumer Rebuttal / [redacted] (2000, 12, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

This issue was turned over to our Electronic Services Department. Ms*** signed an Affidavit of Fraud on 9/8/at our Collinsville Office. On 9/9/we credited her account back and sent *** a chargeback informing them that this payment was unauthorized. *** has
days to respond

This refund was done on February

Ms*** is correct, her loan was over days past due, the credit union has a policy of restricting accounts that are over days. Ms*** was warned this could happen when she was sent past due letters on August and August which state that the credit union can restrict account
access if your account goes over days past due, which includes restricting access to the First Community website and to her debit card. The restriction is for everyone that falls past due over days. There was no reply by Ms*** to either letter to secure payment arrangements. Our recommendation would be to contact the credit union and make payment arrangements if she falls past due in the future, that way we can avoid restricting the account

Complaint turned over to *** ***, Manager of ODPAs of 1/31/we have unrestricted Ms***'s debit card as a courtesy. We have reached out to our member and let her know the debit card is available for use

This Credit Union has performed unauthorized credit inquiries against my social security number in the past yearsWhen I call to ask about it they tell me I am not in their system and cannot find me by my SS numberI have previously had a debit card from this establishment over years agoThey say I never had an account even though I still have the debit cardI just received a new hard credit inquiry on my credit report on July This has to stop

Initial Business Response /* (1000, 5, 2016/01/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@firstcommunity.com
On January 17th a duplicate title was ordered at our expense
Initial Consumer Rebuttal /* (2000, 7, 2016/01/20) */
(The
consumer indicated he/she ACCEPTED the response from the business.)

When making an ATM deposit Mr *** hit Loan Payment instead of Deposit. We corrected it and deposited it to his checking on5/19/

We utilize many different systems to conduct transactions and to accept loan/mortgage applications. Access to the required systems were limited that day due to an internet access issue. The Branch Manager at the Fenton location and myself have attempted to contact Mr***
several times by the phone number listed to make arrangements with him and to further explain the matter. He has not answered the phone and has not made any other attempts contact us in regard to this situation

Dear Revdex.com Representative, Thank you for notifying us of the complaint from Mr*** *** of the *** *** *** ***. I understand he is frustrated by service he allegedly received at the Hillsboro branch of First Community Credit Union on July 1, 2016.As he noted we did close our Banks, Oregon branch in early 2016. At that time members were invited to use our Forest Grove or Hillsboro branch locations All staff members from our Banks location were retained and relocated to our Forest Grove branch The Hillsboro location does offer a driteller for member convenience; however, the Forest Grove branch does not currently have a driteller Mr*** states that when he sends his wife in to do his banking we will not give her the account balances. Mrs*** is not an owner on these accounts and to provide this information would be a direct violation of our privacy policy and potentially FRB Regulation P (Privacy of Consumer Financial Information) and the Gramm-Leach-Bliley Act. Mr*** has asked if he could give us written authorization to release this information to her. This is inconsistent with our account agreement and privacy policy. We have over 75,members and cannot maintain consistency and privacy while tracking periodic account authorizations and written notes. Jason H***, our Hillsboro branch manager, has tried several times to reach out to Mr*** to explain our policy and why we are unable to release his account information to anyone other than the owner of these accounts. Mr*** refuses to take his callsThere are alternative ways for Mr*** to obtain his account balances without a paper receipt. We offer online and/or mobile banking which would give Mr*** immediate access to transactions and account balances at his convenience. We truly want to communicate directly with Mr*** to resolve his frustrations
Letter is attached.
Thank you,
Denise H***
EVP/COO
***

In trying to research ***’s complaint, I don’t show any information within our system on ***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?

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, 5, 2015/07/31) */
Contact Name and Title: *** *** AVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@firstcommunity.com
The member was contacted on July 29th and a solution was provided that was inline with the desired resolution stated

Initial Business Response /* (1000, 5, 2016/01/19) */
This account was in good standing until 10/when Paypal began debiting the account with feesFrom 10/until 12/1/there was NSF fees for Paypal trying to submitWe have refunded of those fees totaling $as a courtesy
These fees have been refunded to the Savings

Our records indicate the 2012 Toyota Camry was purchased on May 28, 2016.  The itemization of the amount financed does not show any disbursements to payoff of the signature.  This was an indirect loan purchase and the terms would have been discussed and set by the selling dealership, [redacted]...

[redacted] Toyota.   We subsequently purchased the loan and the contract was then assigned to First Community per our indirect dealer agreements.   In order to combine the signature loan and the auto loan he may apply to refinance the auto loan with the cash out to pay off the signature loan.  Upon qualification he would set up the loan closing with the terms desired and sign a new loan note with the new, qualifying terms.  For assistance he may contact us at [redacted], ext. [redacted] for [redacted], ext. [redacted] for [redacted], ext. [redacted] for [redacted].  They are familiar with this and will be able to help through the process.

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 13 through February 16 on...

her loan, while this is only a few days, it has added a little over $50.00 to her loan, which made her delinquent.  She was sent letters from the credit union on June 14, June 21 and June 28 stating she was late and was informed that if her loan goes over 30 days past due it will be reported to the credit agencies. There was also a letter sent on April 25 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 38 days past due.  Ms. [redacted] mentioned her frustration with the credit union not e-mailing her, at the time she was reported over 30 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.

Initial Business Response /* (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 vehicle. While 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 union. The 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 them. At no time did the credit union state that we would release our lien on the Pontiac G6 once 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 car. Thank you.

The response given below was from our Assistant Vice President of Collections, [redacted] after researching the situation.    With this member, they totaled a vehicle and when the insurance and GAP paid, they refused to pay the remaining amount, the amount was $621.59. ...

They were sent letters and we spoke with them and they made it clear they were not going to pay.  Then they traded in a 2010 Nissan Maxima and the dealership wanted a payoff, the credit union gave them the entire amount owed (per our cross collateral clause we required them pay off the Maxima, the totaled Cadillac and a negative checking).  The Cadillac loan, which was totaled went over 70 days past due, as a result, the loan is reporting correctly to the credit reporting agencies.  Thanks.

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 3:05 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 year. The member's insurance company stated that a bill was mailed on 6/8/16.  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.