On Tap Credit Union

Colorado Consumer Complaint # [redacted] filed a complaint in regard to processing overdrawn transactions on her Coors Credit Union checking account On August 6, [redacted] , Coors Credit Union vice president of Lending, called Ms [redacted] and explained that the processing and posting of her checks was not in error As a courtesy, he refunded $as she requested She stated she was pleased about the refund and fine with the resolution Mr [redacted] explained to Ms [redacted] that in the credit union business transactions do not necessarily settle on the account based on when the transactions were completed during the day He explained that this is a function of an external network vendor completing transactions for individual retailers, and is not a direct function of Coors Credit UnionThe process of how settlements work was previously explained to Ms [redacted] in June At that time she was also refunded overdraft fees at her request Mr [redacted] explained that Coors Credit Union could no longer refund any more fees to herMs [redacted] said she now understood how the settlement process worked and was satisfied

New Response from On Tap Credit Union Both accounts are being referenced because there is confusion on [redacted] ’s part regarding which account the referenced transactions are taking place on We have attempted on multiple occasions to clear this up with the member, but this member only wants to communicate through secure messaging This type of communication has made it difficult to clear up any confusion on her end As previously stated, all cards on account A and B are currently and have been in working order There have never been any funds stolen from this member The $was credited to her account from [redacted] on 11/20/as previously stated On 03/07/ [redacted] paid a visit to our branch in Golden During that visit we attempted to help her understand where her $ [redacted] transaction went and help her understand the stated issues she was having with her cards During that interaction she used belittling and inappropriate language with our staff which she has also used in written communication throughout this process When she was confronted about the inappropriate language and was asked not to use that language with our staff she then refused to play an active role in understanding the situation and vacated the branch Unless new information is presented, we consider this matter closed

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** ** *** *** has two accounts with On Tap Credit UnionBoth accounts have been issued a debit card and one account has an issued credit card. INACURATE INFO: I HAVE ONLY ONE DEBIT ON ONE ACCOUNT AND A *** CARD ON THE OTHER ACCOUNT At no point in the last months was a card canceled on these accounts.INACURATE INFORMATION: SINCE JAN 28, I HAVEN'T BEEN ABLE TO ACCESS MY ACCOUNT FOR MONEY ON BOTH ACCOUNTMY DEIT CARD ACRD INFORMATION DISAPEAR FROM MY ACCOUNT ALL TOGETHERI EVEN TRIED ONE MORE TIME TO DO A PURCHASE LAST ON 2/26/WITH EACH CARD AND THEY WERE BOTH DECLINED. This member received a credit into her account ending in *** from *** in the amount of $on 11/20/2017. This was communicated to *** via our online secure messaging system on 02/16/and again on 03/02/2018.I WOULD BE VERY CURIOUS TO SEE THE CREDIT THEY ARE REFERING TO BECAUSE I DON'T SEE IT. *** did report fraudulent charges on one of her cards and upon further investigation it was determined that those charges came from a monthly membership that was authorized by ***. Because the charge was authorized by the member it was determined NOT TO BE FRAUDULENT. I HAD FRAUDULENT CHARGES ON MY *** CARD AND *** WAS GIVING ME THE TURN AROUND BETWEEN CALLING *** AND THEIR OFFICES AND FILLING THESE FORMS BUT I DID IT ALL AND WIHOUT ANY SUCCESS FROM ***IN THE MEANTIME, I STILL DON'T HAVE ACCESS TO MY ACCOUNTSSO I DECIDED TO GIVE UP ON PURSUING THE REIMBURSEMENT OF MY FRAUDULENT CHARGES IN ORDER TO SPEED UP THE PROCESS TO RECEIVE MY NEW CARDS. This was communicated to *** by our Card Services department on 01/29/via email and 02/16/via voicemail. In addition, our Card Service Specialist a direct phone number so that *** could call back easily and efficiently. I AM THE CUSTOMER WHO IS EXPERIENCING NOT BEING ABLE TO ACCESS MY ACCOUNTS BECAUSE MY FINACIAL INSTITUTION DECIDED TO YANK MY CARDS WITHOUT MY AUTHORIZATION, KNOWLEDGE AND COMMUNICATION. In summary, our Contact Center and Card Services department has been in communication with this member and all inquiries were responded to in a timely manner. ONCE AGAIN, LOOKING AT THE MESSAGES YOU CAN SEE THE GAP IN RETURNING MY INQUIRIES AND MAINLY THE ONE ASKING WHERE ARE MY CARDSI AM STILL WAITING FOR AN ANSWER. I WENT TO *** OFFICES LAST WEEK TO GET NEW CARDS AS I AM TRAVELING AND NEEDED ACCESS TO MY MONEY WITH NEW CARD NUMBERS AS THE PREVIOUS CARDS HAD FRAUDULENT CHARGES I AM GOING TO BE TRAVELING FOR THE NEXT WEEK AND WON'T HAVE ACCESS TO EMAILI WILL CONCLUDE MY COMPLAINT ON MY RETURN

*** ** *** *** has two accounts with On Tap Credit UnionBoth accounts have been issued a debit card and one account has an issued credit card. At no point in the last months was a card canceled on these accounts.This member received a credit into her account ending
in *** from *** in the amount of $on 11/20/2017. This was communicated to *** via our online secure messaging system on 02/16/and again on 03/02/ *** did report fraudulent charges on one of her cards and upon further investigation it was determined that those charges came from a monthly membership that was authorized by ***. Because the charge was authorized by the member it was determined NOT TO BE FRAUDULENT. This was communicated to *** by our Card Services department on 01/29/via email and 02/16/via voicemail. In addition, our Card Service Specialist a direct phone number so that *** could call back easily and efficiently. In summary, our Contact Center and Card Services department has been in communication with this member and all inquiries were responded to in a timely manner

Colorado Consumer Complaint #[redacted] filed a complaint in regard to processing overdrawn transactions on her Coors Credit Union checking account.  On August 6, [redacted], Coors Credit Union vice president of Lending, called Ms. [redacted] and explained that the processing and...

posting of her checks was not in error.  As a courtesy, he refunded $140 as she requested.  She stated she was pleased about the refund and fine with the resolution.  Mr. [redacted] explained to Ms. [redacted] that in the credit union business transactions do not necessarily settle on the account based on when the transactions were completed during the day.  He explained that this is a function of an external network vendor completing transactions for individual retailers, and is not a direct function of Coors Credit Union. The process of how settlements work was previously explained to Ms. [redacted] in June 2016.  At that time she was also refunded overdraft fees at her request.  Mr. [redacted] explained that Coors Credit Union could no longer refund any more fees to her. Ms. [redacted] said she now understood how the settlement process worked and was satisfied.

New Response from On Tap Credit Union Both accounts are being referenced because there is confusion on [redacted]’s part regarding which account the referenced transactions are taking place on.   We have attempted on multiple occasions to clear this up with the member, but this member only wants to communicate through secure messaging.  This type of communication has made it difficult to clear up any confusion on her end.  As previously stated, all cards on account A and B are currently and have been in working order.  There have never been any funds stolen from this member.  The $853.89 was credited to her account from [redacted] on 11/20/2017 as previously stated.    On 03/07/2018 [redacted] paid a visit to our branch in Golden.  During that visit we attempted to help her understand where her $853.89 [redacted] transaction went and help her understand the stated issues she was having with her cards.  During that interaction she used belittling and inappropriate language with our staff which she has also used in written communication throughout this process.   When she was confronted about the inappropriate language and was asked not to use that language with our staff she then refused to play an active role in understanding the situation and vacated the branch.   Unless new information is presented, we consider this matter closed.