Jade Dynasty Chinese Restaurant

To Whom It May Concern: The complaint received 5/13/16 regarding Case ID# [redacted], it is unfortunate that we are unable to provide Mr. [redacted] his desired outcome.   The information on the website has been removed, so that it does not mislead any current or future members about the ability to sign up for automatic loan payments with a credit card.  On Thursday, May 26th one of our Financial Service Representative contact Mr. [redacted] directly and explained this situation and offer his contact information should Mr. [redacted] have any future questions or concern.

In response to Revdex.com Complaint #[redacted] from [redacted], dated 10/31/2014.  Warren Federal Credit Union attempted to proactively communicate to all 46,000 members, in seven different communication methods, beginning months prior to the system upgrade that occurred over the weekend of...

10/31/14-11/2/14.  We sincerely apologize if the best practices and establishment of member expectations over the upgrade weekend were not received by Mr. [redacted].  Warren FCU values the importance of service and accessibility for our members on 24X7 basis.  The only exception to this rule was the weekend in question.  The system upgrade itself left many of our systems up and functional with the exception our branches being closed. In addition there was no access to member account balances at ATMs due to the interface from the Networks to our Core system. However, all credit and debit cards remained functional and additional stand-in parameters where set to insure availability for our members during that time.  Mr. [redacted] describes two scenarios in which this appeared to not be the case.   Research into the events revealed an erroneous inclusion of the member's account to which Mr. [redacted] and his wife are both joint on.  As a result, the issues occurred on the weekend in question.  We sincerely apologize for any inconvenience that the error may have caused.

Dear Mr. [redacted], In a phone conversation on December 1, 2016 with Blue Federal Credit Union’s Member Solutions Supervisor, Terri B[redacted], you indicated your ability to provide proof of insurance coverage for your motorcycle from August 20 – September 19, 2016 from [redacted] Insurance...

Company.  Once we receive proof of coverage, it will be forward to [redacted] who will determine the appropriate refund amount, if any.  The motorcycle will still be uninsured and the CPI remains in force from September 20 – October 13, 2016.  Regarding your comment about the CPI mandated time period, Blue FCU follows all legal requirements of CPI.  Furthermore, since this a fallback position to protect Blue FCU and its members when a borrower has no insurance on the collateral, we continuously reviews our legal requirements with respect to CPI.

Re: Case #[redacted]
To whom it may concern:
In response to a complaint received regarding our member for Revdex.com Complaint #[redacted], Warren Federal Credit Union (WFCU) has reviewed the member’s account
and other activity surrounding the complaint. This member closed an...

RV loan with us in March 2014.  Our records show that we sent him a welcome
letter setting forth the details about his loan, including when the payments were due and where to send those payments. 
Upon receiving the compliant on May 13, 2014, WFCU reached out to the member regarding the matter.  According to the member, he never received the welcome letter.  Our Lending Manager spoke with the member and verified that the address we have on file is the same that he listed on the Revdex.com Compliant and is, in fact, his current address.  As a courtesy, our Lending Manager emailed the member a copy of the letter that we originally sent and authorized to have the $25 fee refunded to him for making his payment by phone.  Moving forward arrangements have been made for the member to make automatic payments on this RV loan, as he is doing on other loans that he has with us.  
At this time, the Credit Union is thankful for being made aware of the issues that the member was having and has resolved it in accordance with his desired settlement defined in the original Revdex.com Complaint.

In response to our member’s complaint, Blue FCU’s lending guidelines and retail loan contracts stipulate that for all secured loans, including ATVs; fire, theft, comprehensive and collision insurance are required. In keeping with this requirement, our member signed an insurance agreement when his...

loan was obtained in early May. But proof of insurance was not provided in a timely manner. Therefore, our insurance vendor sent several notices informing him that he needed to comply with the insurance agreement and provide proof of insurance. In August, forced-placed insurance was placed on the loan and an insurance premium was charged. Proof of insurance was provided by our member in early September, so at that time an insurance premium refund was also extended to the loan. The difference between the insurance premium charge and the insurance premium refund was the insurance charge for the four month period of time that insurance was provided by Blue FCU prior to proof of insurance being provided by our member, per the signed insurance agreement.

Complaint: [redacted]
I am rejecting this response because:  Due to the fact that, yes, it was reomoved, but prior to that I was under the impression I was returning the vehicle due to it being listed as a bankruptcy, so I had purchased a different vehicle.  I cannot afford to pay to car loans, I have paid $8,500 in payments, yet the balance due on the account is still the same as the purchase price.  I would like to offer to sell the vehicle and pay $2,000 in payments, to settle this matter.  As I stated, I cannot pay two car payments and insurance on 2 vehicles.  I have my bills I pay on my own- rent, utilites, phone, a car payment, and $60,000 in student loans that I have in forebearance at this time that I will be starting to may payments on.  I cannot afford to end up having my wages garnished.  I am willing to make this offer, but not paying a full $13,000 as my payments, the majority of them, and the balance on this account is probably interest.
Regards,
[redacted]

Poorly designed website that is outdated. I needed to make a payment to my loan and the logon was buried 3 layers deep to get there. Furthermore, you need to request logon info from them prior to payment.
They force you into making automatic withdrawals otherwise you pay $10 - 25 extra per payment. The form for auto withdrawals is not available until you request it from them.
All I want to do is to pay off my loan, but their systems make this extremely difficult and time consuming especially if you are wary of having automatic withdrawals. I have spent 3 hours trying to make my first payment.
Fair interest rate on the loan, but the hassle is not worth it.
I will get my next motorcycle loan somewhere else.

I never had a problem with my credit union account when it was BME or Community, but now that it's Warren/Blue, it's a disaster. I can't use my debit card, it comes up invalid, and I can't even get a phone number to call the branch in Broomfield, CO. Supposedly, they have to call you, not the other way around. I'm going to pull my money, and set up a new account with another credit union, but this means having to deal with creating new direct deposits and bill paying! A total pain! Never dealt with a company that had a private number before. I am beginning to doubt the legitimacy of this credit union.

The complaint received 4/30/16 regarding Case ID# [redacted] included a desired settlement of allowing the member to setup automatic loan payments by credit card with no fee. Blue FCU does allow no fee advances from its own credit cards which can be processed by phone or online. As a...

solution and delivery of the member’s desired solution, Blue FCU will contact the member to see if the member is interested in obtaining a Blue FCU credit card. If so, the member can apply for a Blue FCU credit card to take advantage of the Blue FCU credit card no advance fees benefits. Blue FCU will provide a waiver of the May credit card advance fee for the loan payment transfer using his non-Blue credit card. The Credit Union will also reach out to the businesses that the member used to obtain his loan and insure they have correct information. In conclusion, these actions should provide the member with the desired settlement.

Our member’s desired settlement statement requested delivery of the motor home title promptly. Blue FCU promptly made arrangements with [redacted] to satisfy our member’s request via a [redacted] shipment with a guaranteed delivery by 12PM on Monday, August 15, 2016. A telephone message was given to our member...

providing this information, along with the [redacted] tracking number. Delivery of the title was verified via the [redacted] online package deliver tracking system to have been to the address given in the member’s delivery instructions on Monday, August 15, 2016 at 9:42 AM. We are pleased that our member received this title promptly upon request.

This credit union does not care about its clients that make less than $100,000 a year. The customer service department isn't able to handle or assist in any matter. They can only give information and generally it's but even related to what you are inquiring about. As a military family 12 years this was the worst banking decision we've made.

Dear Ms. [redacted], In your complaint you indicated first that you had approximately $3,000.00 in add-on to your loan.  The contract Blue Federal Credit Union received and processed had a service agreement and GAP insurance policy that you had agreed to receive.  However, our...

records indicate that you contacted us in June and were provided with two refunds for $2,058.85 and $629.28 for these coverages. Regarding your second concern involved filing for bankruptcy, Blue Federal Credit Union inaccurately reported that your car was included in your bankruptcy filing; however, this was not the actual case. On November 9, 2016 our Member Solutions Department corrected this error to accurately reflect on Experian, Equifax and TransUnion credit bureaus.  In addition, you stated, “If I had filed for bankruptcy, I would have been able to keep my car, cleared.”  In the instance where a person owes on a loan and files for bankruptcy, the car would have been returned, and the outstanding balance would have been reflected as part of the bankruptcy.  The vehicle owner does not get to keep the car and have the loan forgiven.  On Monday, November 14, 2016h our Member Solutions Manager was able to speak with you, at which time an agreement was reached on the car and debt.

The Credit Union shares in Mr. [redacted]’s concern regarding the timing of the payoff with [redacted].  However, the only timing matter that the Credit Union can address are those elements within our control.  Mr. [redacted] received a loan with the credit union and payment was received by [redacted] on 10/15 per their time stamp on the back of the check during processing at their institution.  The payoff was good until 10/17 therefore the credit union delivered the payment within the timeframe necessary for the payoff to be processed appropriately.  The credit union cannot speak to the reason why [redacted] did not close the account until November.  Furthermore, Credit Union Management has reviewed the information reported to the Credit Bureaus in regards to Mr. [redacted]’s trade lines with the Credit Union.  They have ensured that no past due statuses are present.
This all being said, the Credit Union is continuing its efforts with the member to find a reasonable solution.  Credit Union Management is in contact with the Mr. [redacted] directly to remedy this situation.

I have been shared branch banking with Warren FCU in Cheyenne Wyoming for the last 2 years now since I moved to Cheyenne and have tried every location to see which one has consistently genuinely nice and competent tellers and I have been let down at every location. From day to day I get tellers who make one deposit for my cash and checks and then the other days I get those who do them separately. About every other time I go there I get asked the security questions for deposits and the other days I don't. I have a savings and a checking account and about every other time I visit I get asked which account and the other days I don't. I had my worst banking experience yet on Monday 7/7/14 at the location in Cheyenne Wyoming at [redacted]. The tellers name is [redacted]. I could not deposit any funds since 7/3/14 as banks were closed Friday 7/4/14 & Saturday 7/5/14 for the holiday. When I went up to the counter with my large amount of bills she glared at me and so I apologized as banks had been closed for 3 days and I couldn't deposit any funds before that and I explained to her I usually make deposits every day as to avoid such a large amount of counting. Even though I should not have needed to apologize because she is a teller and if she doesn't like counting money she should not be one. She replied that it was just a lot of ones. I think it was maybe $75 worth of one in my $316 deposit. So I politely said I could take my funds elsewhere to which she replied oh no no we will take care of it (or something to that effect). I was not going to complain at all until I went there again today 7/9/14 (I went to a different branch 7/8/14) and I got the same teller. She barely said hello. Grabbed my ID and then gave it back to me too soon so I left it on the counter and sure enough she did need it again. She had nothing to say about that. She did not ask me any verification questions and she did not ask me what account. So I verified my funds were going to checking because I have had other tellers not ask and put my funds in the wrong account which I got a response of a glare and a frustrated yes. It was about 3 o'clock so there was no reason for her to try to rush me through which I felt was happening. Then she handed me my deposit slip mind you with a glare the whole time I was there. She said here you go with the deposit slip and I said thank you and she said nothing else. I thought tellers were supposed to be genuinely friendly & competent but I was proved very wrong by [redacted]. After I have had a hard days work I look forward to seeing a smiling friendly competent person to help me deposit funds and Warren has let me down consistently. I am not saying that all the tellers at every location are this way but there are only a handful that have the professionalism I expect at a bank.

February 6, 2017 Dear Mr. [redacted], Thank you for informing us about your missing check order.  It is unfortunate that the first order either did not get placed, as it should have, or did not get processed correctly. Either way, we apologize for that error.  In regards to...

the second order that was placed on January 24, 2016, I was informed by Ashlee, Contact Center Manager, that you have received your order.  I understand your last conversation with Blue Federal Credit Union to discuss this matter was on Saturday, February 4, 2016. We received the information that UPS would not deliver your checks as you live in an apartment complex, and they were leaving notices that were not getting to you so that you could resolve the matter.  It appears you found a sufficient workaround by having the checks delivered to your place of work. Thank you for your continued business.

In response to the Revdex.com Complaint [redacted].  The WFCU Lending Manager has reviewed this case for resolution for the member.  The Credit Union has identified the following specifics surrounding this case. 
The [redacted] refinance was originated on 10/5/2012 and the...

payoff check was received and posted by [redacted] on 10/15/12. The payoff letter received from [redacted] indicates that it is a payoff good through 10/17/12. The Credit Union is only able to locate one funding entry for the origination and it was for the amount listed on the payoff letter as a valid balance good through 10/17/12. The application date for this loan was 10/2/12 so there is nothing that can identified internally that would have caused a delinquency for the member.
The member reported that ”but they reported on the credit report that it was received on time in Oct”. This is a general misconception; the data collected by the Bureaus is loan status, not payment history, although typically one must make payments to keep a trade line in current status. So when the trade line was reported on in the first 2 cycle periods it was show as in current status, meaning not past due by 30+ days and that is accurate.  
For the [redacted] it appears that the member did complete the ACH authorization form; an internal processing error occurred and the origination was not put in place. This issue was identified and an anticipated resolution was developed with the member on 12/10/13 and 12/11/13 respectively. The follow-through in the form of sending funds for the payments that were missed did not occur until 2/6/14. At this time the delinquency reporting has been corrected.  We thank this member for bringing this error to our attention and will exam our internal protocols to ensure that the internal processing error does not occur again.

Dear Ms. [redacted],
We have received your response to our original Revdex.com response on November 17th.  Our records indicate that on November 21st you worked with Shannon in our Member Solutions Department and worked out keeping your car you had financed with Blue Federal Credit Union (BFCU) and returned the car you had recently purchased.  The agreement you worked out with Shannon also states that you will be working with BFCU on a payment catch up plan.  We will consider your complaint resolved unless we hear further.
Thank you for choosing Blue Federal Credit Union.

Warren federal Credit Union has caused me numerous problems since the recent changes they've made to their system. My husband and I have been good customers of their's since 2008 but rarely have they treated us as such. I used to be able to log onto my bank account easily and quickly to view my bank account information on a daily basis, but for the past 5 days I have not been able to which I do not appreciate. Now that their Website isn't under construction anymore I am not able to log on with my same name and password and it gives me no option to help me or reset it. So they expect me to drop what I'm doing and call to reset my online information, I do not appreciate them making changes that effect me in negative ways and not even notifying me about it until after the fact. To make matters worse, something that changed in their system charged me an overdraft fee. I have a savings and checking account through them and have had them both for years. I have a monthly bill that automatically comes out of my account on a set date, this bill has been in place for over a year. This bill was told to take the payment from my checking account but instead has been taking it from the savings account the entire time, even though my money is always in checking and never in the savings account it was never a problem until now because warren would just switch it from checking to savings and let this bill take the payment no problem. Well since their recent changes they for some reason can't handle doing that anymore, so when this bill tried to take the payment as usual from the savings account but the money is in the checking account, instead of doing what they've always done and just giving it to them from checking they don't pay them and charge me $30 for the money not being in the right account. So I talk to a teller yesterday evening and explain the situation and that this has never been a problem in the past and ask if he can reverse this charge, he says he'll have the manager call me. Its going on 24 hours now and I have not heard from a manager as promised. I find this to be extremely rude and just flat out bad business and customer service. I will be taking my long time business elsewhere!

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

I banked with Community Financial Credit Union for 19 years before the merged with Warren FCU to form Blue. Ever since this merger the service went from wonderful to horrible. Where I once interacted with a local branch with whom I had an established relationship, I now am relegated to a 1-800 number call center where wait times are long (10-15 mins) to speak with a representative.
Two weeks ago I discovered that my HELOC interest rate had suddenly increased from 4.5 to 7% and when I called to investigate I was told I would hear back within a day. Two days later, no response. I called back (another 10 mins on hold) and was informed that no investigation had yet begun and they raised the priority level. Juan M[redacted] called me back that afternoon and left a VM with his direct number which I called multiple times over the next two days, no answer, and no VM to leave a message so I called the main number again, waited for 15 before talking with another manager named Jorell who advised me she would investigate and call me back by the end of the day (last Friday). It's Weds now and after calling Jorell 4 times on her direct line # that she provided me, no answer, no VM to leave a message.
So I just spent another 20 mins on the phone attempting to speak with a manager and got Juan M[redacted] on the phone who indicated they have not been able to locate my loan paperwork and were still "investigating". When I asked him about him not answering his phone before and why he has no VM to leave a message, he became very short tempered stating he works at a call center and deals with hundreds of calls and he was not able to provide any timeline for resolution.
Simply the worst customer service I have ever experienced.