J.C. Penney Company

We apologize for the obstacles [redacted] has faced with her debit card We realize it’s frustrating when cards are temporarily blocked due to potential fraud, which is why we take communication so seriously We make every attempt possible to speak to our members and verify purchases that appear out of the ordinary or suspicious in nature Our members' security is our top priority Taking what we feel are the necessary precautions helps prevent fraudulent activity Too many times we’ve seen the devastating effects of credit card information that has been compromised We realize moving to a new city can delay communication, which is why we reach out by phone and email when members’ mail is returned Unfortunately, sometimes our calls and emails go unanswered but we make a concerted effort to communicate as much as possibleRecently, [redacted] contacted the credit union to notify us her debit card wasn’t working properlyWe thought we had resolved the issue (caused because [redacted] had moved to Seattle, as indicated in her complaint, but had not updated the credit union with her new address thus, vital communication regarding the blocking of her old debit card because a new card had been reissued, was not received by her) However, even after we thought everything was fixed, [redacted] had to call us again because PIN based transactions were still not workingWe realized we had made an error in the process of unblocking her card This resulted in her card being de-activated for PIN-based transactions We owned up to our mistake and apologized for the error We understand the inconvenience was frustrating and tried to make it right As we told [redacted] on the phone, human error can occur and we’re sorry we let her down We hope we have now resolved these issues to her satisfaction and she’s enjoying her new home in Seattle Sincerely, The Management and staff of Spokane Federal Credit Union