First Community Credit Union

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.

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.

[redacted] refinanced her 2009 Ford Focus with First Community Credit Union on June 1st , 2016.  Her daughter’s  name was added on the 4809 form that is sent to the Missouri Department of Revenue to have our lien placed . The Power of Attorney form that she is referring to...

is a specific power of attorney which is only for this vehicle and used to signed in the event that we have to file for a lost title on our member’s behalf.  [redacted] and her daughter both signed the Power of Attorney form which is a required document for every member for this type of loan closing.  Our member’s did not sign for debt protection, therefore there is not any life insurance on the loan.  A supplemental loan agreement form was signed agreeing to provide acceptable required evidence of insurance during the term of the loan.  Proof of insurance was not provided and it was determined that there was a lapse of coverage.  The $169.00 is the premium coverage for the lapse of insurance and it is calculated over 12 months which resulted in an increase of $14.26. I feel there was no misrepresentation from First Community Credit Union.   Thank you!   [redacted] Manager of Loan Quality Assurance [redacted] (fax) NMLS [redacted]

Mr. [redacted] was contacted today March 17 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.

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 3.  Please accept my apology...

for being late in the response as I did not get the first email notifications.  Thank you, Denise H[redacted], EVP/COO

Initial Business Response /* (1000, 5, 2015/06/19) */
First Community Credit Union requires full coverage on vehicles for the entire term of the loan. If 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 loan. An initial letter was sent to Mr. [redacted] on 12/5/2014. Two more notices were sent, one on 1/2/2015 and the second on 1/30/2015. Insurance was added to the account on 2/13/2015. On 3/26/2015 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 credit. Mr. [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 CPI. If 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.

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 [redacted] My original complaint was before the full loan payment was due. When 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 Linda. I find it quite in your favor to document things that cannot benefit both sides of any situation your customer can land in. Documentation to an account should be in full rather than here nor there, like Bobbi mentioned to me during our phone call. It seems as the only way to settle this matter will be to take the three accounts I have in my name and bank else where. I will also be moving my fathers bank account from your location as well. Your 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 payment. It is clear to me that your facilities are very unorganized and you as well, Jack [redacted], 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 [redacted]

The situation is very simple. Josephine requested a deferral of her loan payment. She was told on numberous occasions that our policy requires her loan be current before we could grant a deferral. I also invited her to speak directly to me about it and provided my contact information. Unfortunately, to date I have not heard from her about clearing up this apparent misunderstanding. We value our members and try to proactively address any concern or question. It is difficult to do that if they will not contact me directly. I would still love for Josephine to contact me to see what can be done. YOu can reach me at [redacted] Sincerely,Jack [redacted]President Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
I did not receive any letters from First Community regarding the added insurance. I am not saying First Community did not send one, however I did not receive it. It could have been the mail being placed in the incorrect box as I live in an 8 unit condo or lost in the mail, etc. Any number of reasons. This does not explain why First Community did not call me about this. I have always paid my car loan on time with them, and would NEVER ignore a financial obligation. They can clearly see this, as I have still been paying my car payment. Also, I have attached the most recent letter I received from them which is unclear to me as well. It states that I owe the $50, which I now understand why. However, it states that I am not past due on my loan, and they have amortized the $50 into my loan. They state that my NEW car payment is now $211.07 with this new fee rolled in. This does not make any sense to me, as my payment has ALWAYS been $211.07 for the last 4 years. I would like them to fix my credit score, and explain this new letter to me. How can my payment remain the same with $50 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 4 years. This whole situation was completely avoidable with some decent customer service.
Sincerely,
[redacted]

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]

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 $2,420.00 by 6/23/17 (they gave him 30 days), he did pay $2,420.00 with...

payments from late May through July 22, 2017.  Clearly not in the agreement.  Despite this, [redacted] deleted his trade line from his credit report on November 8, it should no longer be there, it usually takes 72 business hours.  Thanks. y here...

The member is correct, the credit union did repossess their 2011 Ford Fusion, however, they were 59 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 3 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 19 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 $303.80 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 7 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 agencies. Thanks.

The company contacted me and gave me my money back. I consider the case resolved

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

Initial Business Response /* (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 /* (2000, 12, 2016/01/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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]

I reviewed our telephone calls with Ms. [redacted].  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 $27.50 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]

Complaint: [redacted]I am rejecting this response because our concerns were not addressed.  Below is our original complaint with annotations describing whether Ms. H[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 ago. When we made deposits at the Banks branch the staff was helpful and friendly. When the Banks branch closed we started using the Hillsboro branch for deposits."  -- this was addressed in the letter from Ms. H[redacted] "I often have my wife make drive through deposits since that is more convenient for us. We are a small, family run business. When she makes deposits at the Hillsboro branch the staff is rude and unhelpful. They keep her waiting for long periods without explanation or apology. If she asks a question, she is told, "If he wants to know he can call us." -- this was not addressed in the letter from Ms. H[redacted].  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 reply. We also posted an online review of the branch. The 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 branch. We would use that branch except that it does not have a drive through. Yesterday, our manager received a call from Jason H at the Hillsboro branch asking to speak to the owner. Our 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 Ms. H[redacted].  This must be the "reaching out" she refers to.    Sincerely,[redacted]

The 82.50 was credited to the member's account  on 1/12/17.   The original Revdex.com complaint was directed to the wrong department in error.

Initial Business Response /* (1000, 5, 2015/11/24) */
[redacted] has a car loan and credit card with the credit union and she has been over 30 days late on both accounts numerous times. The 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 car. The 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't. Other 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 consistently. As 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.