Fox Communities Credit Union

[redacted] submitted a dispute with us on 10-29-15 claiming a transaction in the amount of $58.13 from Boost Mobile was not authorized by him.  He stated he gave his card to [redacted] and authorized a onetime payment on 7-4-15.  Another transaction from Boost Mobile in the...

amount of $58.13 posted to his account on 10-27-15.  He reported and completed dispute paperwork on 10-29-15 that he had not authorized the transaction on 10-27-15 only the one for 7-4-15.  We gave him provisional credit on 10-29-15 and proceeded to process the dispute.  [redacted] did not cancel the dispute and did not inform us that he had received reimbursement from [redacted].  Boost Mobile reversed the payment and reimbursed us for the credit we had given to [redacted] on 10-29-15.  I have included the paperwork we received on 10-29-15. If you need any additional information please feel free to contact me directly at 920-993-3793.

We received a notification from you that one of our members submitted a complaint.  The ID assigned is [redacted].While no company wishes to have complaints submitted about them, we are in a service business and overtime you can’t always do what a member is asking for.There is no dispute that the...

request for the loan and the process, along with the final outcome of the loan request being denied happened as described.  What varies is the initial request was submitted as if the member wished to purchase some land.  The Credit Union handles these types of requests many times and the application was submitted through our retail real estate  department.  It was uncovered through processing and underwriting that the member was actually purchasing  land with a small garage type building on it – with some more questions asked, it was told to us that the intention was to purchase the property and have her husband’s established business run out of it.  This type of request changes how we needed to underwrite the loan – as it was now a purchase of a property for business purpose.  The request was transferred to our business loan department who ultimately declined the loan.  The whole process and time could have been cut in half if the request would have been submitted to us under the purpose truly intended and for that we are truly sorry.We are in the business of making loans and try to find a way to do that on every request.  While we can’t go into details due to privacy on why the particular request was denied, more than just a credit score is looked at when making a decision. Please feel free to contacting me directly should you have any further questions or need any further information for the complaint.Thanks

Review: We waited 30 minutes before we were helped. We arrived at 3:40 PM and did not leave until 5 PM. The Member Service Rep delivered very poor service to us. The credit union in Black Creek made a mistake in helping us with an ACH payment for our mortgage and so we went to the Wisconsin Ave location to get this corrected. The Rep told us it was our issue to contact our mortgage company if we didn't want them to report to the credit bureau that we were late on our payment. The Rep laughed at us about the credit union's mistake and made it clear that it was our fault why the ACH wasn't being withdrawn correctly, the rep was extremely unprofessional, and very rude. We were also interrupted by a teller who needed the Rep to deliver an envelope to someone. When we asked the Rep why they were laughing and why they thought it was funny the Rep told us that we were the ones laughing which obviously didn't make any sense because we weren't. The rep clearly has issues blaming their actions on other people especially customers. Of course after we told the Rep we needed to speak with the manager it took 15 minutes before we were helped again because the rep had to tell their side of the story as to why we were upset. The rep didn't return to the office when the manager came to see us. It was obvious that the rep's attitude needed to be adjusted.Desired Settlement: The Member Service Rep should be terminated. What an unprofessional individual and a bad example for the credit union. How can you employ such a negative person with your organization? My husband and I are long time customers and the treatment we received was unacceptable. We will be sharing our experience with everyone we know.

Business

Response:

Re: [redacted]/Complaint of customer service issues

[redacted] and her husband [redacted] came to Fox on 1-17-14

to resolve an issue with their mortgage payment.

They arrived at 3:40 and waited 27 minutes for the next available Member

Service Rep.

The members were concerned because they had previously set

up ACH transactions with their mortgage company to electronically pull payments

from their saving account at Fox. This

ACH transaction did not happen. After

further research it was discovered that

the payment could not go through the Fox savings account because they had

previously set up their savings account to only allow two signatures required

withdrawals, therefore all ACH transactions would be rejected. We resolved the problem by having new

paperwork work signed and changing the two signature required status.

The member also shared a concern about how this would affect

her credit report. Fox made contact with

the mortgage company to confirm that it did not have an adverse effect to their

credit score.

[redacted] and her husband ([redacted]) expressed dissatisfaction with

the level of service by our employee.

They felt like our MSR was laughing at them, and therefore asked to

speak to a manager. The MSR shared with

the manager that she was by no means laughing at the situation or the

member. She was following the lead of the member who she felt was laughing about

the situation and how this could happen to them and just joined in that tone of

conversation. By no means was she

intentionally laughing at the member or the situation.

When the manager was requested by the member, our MSR immediately

got the manager involved and did share the situation with her which took

approximately 5 minutes. The manager did go and work with the member to resolve

their concerns. She addressed the

concerns of the behavior that offended the member and apologized and continued

to resolve the original problem. The

manager confirmed that the new paperwork was correct and also attempted to call

the mortgage company to request that the ACH be sent through a second time. The mortgage company was closed and the manager

left a message to have them call us on Monday.

Fox did have contact with the mortgage company on Monday and confirmed

that this would not have a negative impact on their credit report and received

direction on how to expedite the payment.

The mortgage company said that they had to receive authorization

directly from Mr. or Mrs. [redacted] to do an immediate payment. Our manager then contacted [redacted], with

directions on how to expedite the payment. She followed up the following day with [redacted]

to make sure the process was complete and that he was comfortable with the

results. The manager offered to watch

the account to confirm the payment was made. [redacted] thanked the manager for

her help and was glad to have a solution.

It was confirmed that a payment was made on 1-22-14 and the manager left

a message with the member that the payment was made.

The Vice President of Branch Operations and Member Service

talked with [redacted] in regards to the complaint and she was instructed to get

in touch with his wife, because she is the one that filed the complaint. He

gave us the number to contact his wife.

Our VP left a message for her to call back at her convenience either on

the direct line or cell phone. A second message was left on 1-23-14.

Sincerely,

Vice President of Branch Operations

Review: My husband and I went to Fox Communities Credit Union looking to purchase a small piece of property. We wanted to purchase it personally and then in the near future my husband will be starting a small business that his business will then rent from us. We were working with [redacted] from the Black Creek location. After we filled out all the paperwork, got the interest rate, payment amount, ext. she said that everything would be set to go in 7-10 days. After 10 days my husband tried calling her and she would never return his phone calls. He called and called and called and left messages every time. She would not return his phone calls, but we knew she was at work because her voicemail message kept changing. After 2 1/2 weeks of no contact I decided to escalate the issue and I called Black Creek and sat on hold for a long time so that I could actually talk to her because we were now to the point that the seller was done with the whole run around and said that if there was not paperwork within a couple days then the sale was going to be canceled. [redacted] said that she had to pass it off to someone else who decided that it had to be a business loan. We didn't want it as a business loan and even so she never called us to tell us that information. The loan was supposed to be all set and ready to go, so how come it needed to all of a sudden change when I said that the seller was going to cancel the deal? [redacted] was very unprofessional and very disorganized because when I asked if there was anything else I needed to do to get the loan closed she said "oh yes, we need the physical address of the property and then we can get it all set for you." The problem with that is that we gave her that information right off the bat, so how come she wouldn't have the address now? Shortly after giving her that address she called me back and said she was sorry, but we were denied. It was a $15,000 loan for a piece of property that is worth well more than that. Our credit is in the 800's and we both have decent paying jobs. There was no reason at all that we should have been denied. It wasn't like we were asking for $100,000. We were only asking for $15,000. We have had multiple loans with Fox Communities in the past and we have always loved working with them, but we won't be getting any loans with them again if this is the way they treat people. [redacted] said I could talk to her supervisor, Jason, so I asked for his number. I called him immediately after getting off the phone with [redacted] and had to leave a message. I contacted him a few more times after that within several days and he couldn't even give me the common courtesy to call me back at all. Fox Communities needs to get rid of some people and get people in there that can actually do their jobs or else they will just keep losing customers.

Business

Response:

We received a notification from you that one of our members submitted a complaint. The ID assigned is [redacted].While no company wishes to have complaints submitted about them, we are in a service business and overtime you can’t always do what a member is asking for.There is no dispute that the request for the loan and the process, along with the final outcome of the loan request being denied happened as described. What varies is the initial request was submitted as if the member wished to purchase some land. The Credit Union handles these types of requests many times and the application was submitted through our retail real estate department. It was uncovered through processing and underwriting that the member was actually purchasing land with a small garage type building on it – with some more questions asked, it was told to us that the intention was to purchase the property and have her husband’s established business run out of it. This type of request changes how we needed to underwrite the loan – as it was now a purchase of a property for business purpose. The request was transferred to our business loan department who ultimately declined the loan. The whole process and time could have been cut in half if the request would have been submitted to us under the purpose truly intended and for that we are truly sorry.We are in the business of making loans and try to find a way to do that on every request. While we can’t go into details due to privacy on why the particular request was denied, more than just a credit score is looked at when making a decision. Please feel free to contacting me directly should you have any further questions or need any further information for the complaint.Thanks

Review: back in august 2015 [redacted] used his card for me to change my phone number through boost mobile I informed boost mobile this was only a one time charge and his information should not be saved boost mobile charged his card twice afterwards in the amount of 117$ once [redacted] informed me of what happened we both went to boost mobile to confirm this issue I asked boost mobile to remove [redacted]s information I also reimbursed [redacted] 117$ for his card being used and fox communities took funds from my boost mobile account I feel that fox communities should have stopped their investigation after [redacted] received his reimbursementDesired Settlement: I need my money back as soon as possible and I feel that there is fraudulant activity going on because once I reimbursed [redacted] his funds fox communities was supposed to stop their investigation and they basically are recovering the funds twice

Business

Response:

[redacted] submitted a dispute with us on 10-29-15 claiming a transaction in the amount of $58.13 from Boost Mobile was not authorized by him. He stated he gave his card to [redacted] and authorized a onetime payment on 7-4-15. Another transaction from Boost Mobile in the amount of $58.13 posted to his account on 10-27-15. He reported and completed dispute paperwork on 10-29-15 that he had not authorized the transaction on 10-27-15 only the one for 7-4-15. We gave him provisional credit on 10-29-15 and proceeded to process the dispute. [redacted] did not cancel the dispute and did not inform us that he had received reimbursement from [redacted]. Boost Mobile reversed the payment and reimbursed us for the credit we had given to [redacted] on 10-29-15. I have included the paperwork we received on 10-29-15. If you need any additional information please feel free to contact me directly at 920-993-3793.

Consumer

Response:

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.

good evening,

Review: Basically I used an atm outside of my bank on the last day of the month and it told me I had 1000 dollars in the account. Now I knew I had money in the account but not how much I had. So after checking my balance 3 times I took 200 out. Later when I checked the balance again it said I was negative 165 dollars. my problem is the machine told me an amount and then later told me a different amount so how was I supposed to know how much I had. And on a side note I tried to call there 24/7 line and it said it was down. so now the atm told me the wrong amount and they weren't able to talk to me. So the next day I tried to talk to the company and they said oh some times our atm goes offline and tells people the wrong amount. Well when I signed up for my account I was never told an atm could go offline or tell you you had a thousand dollars in your account when you didn't so I asked does it say it anywhere. They said no but expect me to pay the money back anyways and put my account negative for it.Desired Settlement: all I want is my account balance to say zero dollars again.

Business

Response:

August 7th, 2013