Philadelphia Federal Credit Union

July 21, 2016eResponse to Complaint ID #*** *** ** ***Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of
investigating member issues and responding as to the outcome of our investigation*** *** was called on two separate occasions, and messages asking her to please call back in reference to her complaint were left on her answering machineTo date, no return calls were made by our memberToday, July 21, 2016, we spoke to the member about her complaint*** *** asked what the complaint was in reference to and also stated that she was too busy to talk at that timeI advised her that she can call our main number and ask for the Call Center Manager when she has the timeThe Supervisory Committee is more than willing to assist with her complaint, but would respectfully request that this complaint be withdrawn until *** *** can be readily contactedThank you

Good afternoon,
I called back again after the statement provided by the Representative of Reviewing Team from PFCU.
After asking to the representative, again, why I didn't receive the check as they have the correct address which was sent a while back, they kept saying that they didn't have itSuddenly on one of the times they put me on hold, they said "yes, we did receive the address information but wasn't updated in your file." Again they did as they pleased and don't even apologize for it.
The address is what they want to "adjust" as their excuse which is totally incorrectI did get the statement showing the money taken from the account which is what started all this findings, and was sent at the same address they had.
It is an unfortunate situation as I had more respect for PFCU, absolutely frustrating.
Today 12/5/14, I am still waiting for the check which, I imagine was resend after I called backI think weeks ago nowWhich really says a lotI they did send the check and was returned, they know the situation and no one called me or email me and they have all my numbers and email.
Anyway thank you for your help on this matter.
I will let you know if the check finally arrive or if they took it as well as the $even when I close the account what I think is a month ago today

May 11, eResponse to Complaint ID #*** Ms*** *** Please be advised that the recent complaint from Ms*** has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged
with the duty of investigating member issues and responding as to the outcome of our investigationIn Ms***’s letter she states that she received poor member service while in our Germantown BranchThe Germantown Branch Manager reached out to Ms*** in reference to the issue at handHe contacted her via phone and apologized for the poor service that she received from the Member Service Representative (MSR)He stated that she was satisfied with their conversation.We take member service and the training of our employees very seriouslyThe manager reviewed ways that the MSR could assist our members going forward, so this does not occur in the futureAgain, we apologize for any inconvenience that this may have caused Ms***We look forward to serving all of her financial needs in the future, and thank her for being a member of PFCU

Hello,
Our Lending Department Manager has been in contact with *** *** and is currently working with her towards a solution to her
complaintThe taxes that are due to the state will be paid as soon as we receive documentation of the amount owed. We are considering this case resolvedIf you have any further questions, please do not hesitate to askThank you
Sincerely,
Carla W***, Internal Audit Manager

December 10,
eResponse to Case ID #***
*** ***
Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.Simply because we filed a 1099C in error does not forgive our member from the debtShe is required by the IRS to declare this as income because she received these funds and did not pay them back as agreed to PFCUThat is what the form is forSince we realized our error, a correction was made and she should be receiving a credit from the IRS
As stated in our prior response, in reference to updating her trade line she would have to either settle the debt or pay the debt back in fullThe 1099C form has nothing to do with how her credit is reported.
Sincerely,
Carla W***
Internal Audit Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They are missing InformationFirst still this date I haven't received the amount was left on my account at the moment of closing which should have been returned to me more than weeks ago and countingI called again and talked to another representative who definitely was more helpful, but still I do not have my money backWhen I talked in 2013, and this is to get their FACTS STRAIGHT, the representative that took my deposit as they say "as a courtesy" DID SAY that I could do it over the phone as I WAS NOT able to get to their offices (not like they said that I was going to the bank cause that has never been the case), which was the ONLY REASON I didn't cancel then with only $Also I asked them to open a CD to keep a savings acctAnd THAT it is in the, recorded call they should have when the Committee review an issue, so when I called back to make another deposit they said to do it online as at that time they couldn't take it over the phone, they said about a card and they'll send me some sort of code or code cardIf we are going for FACTS, they should have those clear in their recordingsDid I have the package for an account that was opened more than years ago? Unfortunately not as I didn't have a "package", I opened a savings account as what I had was a LOAN with them and needed thatDo I receive every offer and paper they send me until then? YesDid they say that a memo was sent reminding me for the dormancy and may have get lost? Yes Did they afterwards said no memo was sent? YesIn this case this sound as a convenience answer for themNow this is a matter of what is right and what it isn'tThey aren't right.
Regards,
*** ***

January 22,
eResponse to Complaint ID #***
*** *** ***
Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the
duty of investigating member issues and responding as to the outcome of our investigation
Our investigation revealed that *** ***’s account is no longer on hold and she has been working with a representative in our Loss Prevention area to remedy the situationThe Supervisory Committee is considering this case as being resolved

June 19,
">eResponse to Case ID #***
*** *** ***
Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation
Our investigation revealed that *** *** did schedule another payment in Bill Payer which presented on his account causing the additional Non-Sufficient Funds (NSF) feesSince the extra payment was initiated by *** ***, this was not an error caused by the credit union
(2) NSF fees were reversed for a total of $Please note that *** *** has an extensive history of NSF's and that this is a one-time courtesy that we are extending to himIf he needs help financially, we offer free and confidential access to credit counseling through our affiliate, BALANCE. He can visit pfcu.com and click on the Financial Education tab on the left, then click FREE Credit Counseling, which will take him to the BALANCE website
Carla W***
Internal Audit Manager

April 22,
">eResponse to Complaint ID #***
Ms*** ***
Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation
In your letter you state that you received poor service in obtaining a new card and that a hold was placed on your account
The hold on your account was placed pursuant to a police report you filed stating that a relative had made unauthorized transactions to your accountThis matter is currently under investigation by the Philadelphia Police Department and any necessary holds or card re-issues were based on the information we received in your Affidavit of Forgery, Police Report DC #*** and changes to your account
We apologize for the length of time that it took to resolve these issues and for any inconvenience that this may have caused you

February 21,
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eResponse to Revdex.com on behalf of *** ** ***
Please be advised that the recent complaint from *** has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation
After speaking to our Account Services department it was determined that the Bill Payer Service was initiated on this account on December 26, We apologize that *** received conflicting information in regards to how Bill Payer is establishedIt is not a built in feature, it is a service that is offered to our membership as an added benefit and it has to be initiated by the memberWhen signing up for the Bill Payer service, it is accessed through Teller Net, our secure online banking application
As a one-time courtesy (5) fees totaling $were reversed and the Bill Payer service has been removed from your account
Sincerely,
*** ***
Internal Audit Manager

December 9,
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eResponse to Case ID #***
*** ***
Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.A 1099C was filed on our member in November Since there was an Agreement for Judgment, the 1099C should not have been filedSince this was our error, we completed the 1099C Correction form
The verbiage in the 1099C form that refers to “Debt Forgiveness” is IRS terminology and does not release our members from the debt that is owed to us.
In reference to updating her trade line she would have to either settle the debt or pay the debt back in fullThe 1099C form has nothing to do with how her credit is reported.
Sincerely,
Carla W***
Internal Audit Manager

April 26,
eResponse to Complaint ID #***
*** *** ** ***
Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the
duty of investigating member issues and responding as to the outcome of our investigation
In *** ***’s letter, he states that he closed his account and that payments were made on his behalf even though the account was closed
We have no record of *** *** closing his accountOn 8/10/the account became negative due to a *** *** ACH withdrawal which was paid via Overdraft Privilege. *** *** presented two more times on 9/8/and 9/9/and both were paid through Overdraft Privilege causing a negative balance on the account. An email from [email protected] was sent to him on 9/24/requesting for him to contact us regarding his account. We didn’t hear back from him and the negative balance was charged off on October 15, 2015. If a loss is taken the account cannot be closed until the balance is paid in full. On 11/20/the Collections Department received a response to the email that was sent on 9/24/stating he was frustrated, he was not paying this and that he was told his account was closed. Currently *** ***’s account is charged-off and he is being reported to Chex Systems correctly

December 15,
"MARGIN: 0in 0in 0pt">eResponse to Case ID #***
*** *** ***
Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.The following is a timeline of the events on *** ***’s account:
Social Security check for September was deposited into her account on August 29,
*** *** called and spoke to a Member Service Representative on September 9, stating that there was a problem with her Social Security depositShe stated that the last numbers were incorrectIt was pointed out to her that we received her September deposit from Social Security as of August 29, and asked her to clarify the problem she is experiencing with themShe became agitated and said that she would go to the branch
On September 22, she called and wanted to close her accountShe was advised that since her account was negative that the account could not be closed until the balance was paid in fullShe never clarified what the problem with the Social Security Administration was, so we were never able to correct the issue
On November 28, 2014, the member came into the branch with her grandson to have him removed from her accountHis record was expired in error by a new employee and then corrected on December 4,
*** *** states in his complaint that he was added to his Grandmother’s account to help her keep track of her account online since she does not use the internetSince he was added to the account he is jointly responsible for her debtHe has stated in phone calls to our Collection’s department that he will pay the negative balance prior to the negative balance being charged-offIf he would like a copy of the Agreements & Disclosures that state the terms of being a joint owner, we would be happy to send one to him
Unfortunately, we cannot assist in correcting this issue unless a conference call to the Social Security Administration is set-up*** *** and a representative from our Account Services department would need to be in attendanceThe Social Security Administration will not provide any of her information to us without her being presentIf she would like to set up the conference call, please have her contact the Account Services Manager, Karen S*** at ###-###-####
Sincerely,
Carla W***, Internal Audit Manager

December 2, eResponse to Complaint ID
#***
Ms*** ***
Please be advised that the recent complaint letter from Ms*** has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty of investigating member issues and responding as to the outcome of our investigation
In Ms***’s letter she states that she deposited a check through our eDeposit Service and is unhappy with the timing in which her transaction was posted to her account resulting in Non-Sufficient Funds feesShe also stated that she incurred fees and that only one was reversed.
Due to the fact that the deposit was transacted after business hours on Friday, October 28, 2016, the next business day was considered to be MondayAccording to the welcome email for eDeposit that all members receive, the following refers to when the funds will become available:
Funds Availability
Funds will be available for deposit by the end of business each day. Any check deposited after 3pm EST, will post to the account the following business dayRegular check holds will apply According to the disclosure above, her funds would have become available by end of business on Monday, October 31, 2016.
As a valued member and as a one-time courtesy, her second fee was reversed. We apologize for any inconvenience that she may have encounteredWe look forward to serving all of her financial needs in the future, and thank her for being a member of PFCU

April 22,
eResponse to Complaint ID #***
Ms*** ***
Please be advised that the recent letter has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit UnionThe Supervisory Committee is an independent committee charged with the duty
of investigating member issues and responding as to the outcome of our investigation
In your letter you state that you received poor service in obtaining a new card and that a hold was placed on your account
The hold on your account was placed pursuant to a police report you filed stating that a relative had made unauthorized transactions to your accountThis matter is currently under investigation by the Philadelphia Police Department and any necessary holds or card re-issues were based on the information we received in your Affidavit of Forgery, Police Report DC #*** and changes to your account
We apologize for the length of time that it took to resolve these issues and for any inconvenience that this may have caused you

Hello,
This investigation is still in progress and we are requesting an extension for our responsePlease let us know if this is okay
Thank you

I am filing a complaint with PFCU thus the reason why they are receiving 1 star. On 7/25/18 there were 2 non sufficient overdraft fees totaling 56.00. Customer service reported that the fees were the result of 3 transactions t ($2.10, $19.10, $31.73). Prior to the 2 overdraft fees the balance in my checking acct was 21.19 which was enough to cover the first two transactions listed above. However I was informed by a supervisor that the larger amount $31.73 came through first thus resulting in NSF. Somehow they managed transfer funds from my saving to avoid leaving my checking account in a negative balance. I requested that they reverse the overdraft fees because as I explained above there was sufficient funds in the account and they didn't seem to have a problem transferring money from one account to cover the negative balance in another. So why did they charge my account 28.00 twice for non -sufficient funds? I was also informed that they do not reverse overdraft fees unless it is fraud activity.

December 10,
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eResponse to Revdex.com - Case ID #[redacted]
Simoene J[redacted]
Please be advised that your recent letter of complaint has been received and reviewed by the Supervisory Committee for the Philadelphia Federal Credit Union. The Supervisory Committee is an independent committee charged with the duty of investigating member complaints and responding as to the outcome of our investigation.Upon receipt of the complaint from MsJ[redacted] an investigation was completed to include interviews with staff from our Collection's Department, a review of recorded conversations between MsJ[redacted] and our Member Service representative and a search of all Credit Reporting disputes in our system
The attached letter from the Collections Manager is being sent out certified mail today and addresses all of MsJ[redacted]'s complaintsWe hope that she will find the response satisfactoryPlease extend an apology for the oversightIf she has any further questions, please have her contact the Collections Manager, Joan S[redacted] at ###-###-####
Sincerely,
Carla W[redacted]
Internal Audit Manager

I called [redacted] and left a message asking for more information in order to complete our investigation. We are unable to find her account number. Please let her know to contact me immediately at ###-###-#### and I will be able to review the information and respond to her complaint....

Thank you,Carla W[redacted]

Good morning [redacted], I just wanted to touch base with you in reference to the complaint listed above. I was unable to respond within the 10 day period, due to taking [redacted] rejection of our initial response back to the Supervisory Committee for review. In the interim, upon the request of the Supervisory Committee, an email to get feedback to possibly incorporate a letter prior to the closing of an ATM card going forward is currently under review by Senior Management. Again, we apologize for any inconvenience that this may have caused [redacted]. Thank you. Carla W[redacted]Internal Audit|Internal Audit Manager[redacted]