Philadelphia Federal Credit Union

------ Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[redacted]>Date: Thu, Mar 26, 2015 at 10:53 AMSubject: Fwd: Resending e-Response - [redacted] - Case ID #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Carla W[redacted] <[redacted]>Date: Thu, Mar 26, 2015 at 10:50 AMSubject: Resending e-Response - [redacted] - Case ID #[redacted]To: "[redacted]" <[redacted]>Cc: Carla W[redacted] <[redacted]>
March 18, 2015
eResponse to Case ID #[redacted]
Mr. [redacted]
 
Please be advised that the recent letter 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 issues and responding as to the outcome of our investigation.
 
Our investigation revealed the following:
·         PFCU reviews every account that is opened online.  In some cases the person opening the account will receive an email to verify the account. If this is not done right away and too much time passes the account will not open and our only option is to fail the application. 
 
·         The account is funded with a deposit from a credit card or account information and if the account does not open the funds will be returned to the credit card and that can take up to 5-7 business days.
 
·         Mr. [redacted]’s account did not automatically open and as a courtesy PFCU opened the account for him manually and we also funded the account as a courtesy so Mr. [redacted] did not have to wait for the funds to be returned to his credit card.
 
·         There are security features in place when opening an account online and if they are not followed exactly the account will not open.  A PFCU representative did speak with Mr. [redacted] and he was satisfied with the outcome. 
 
·         His account is opened and active. He has done several transactions to include withdrawals and deposits. He can review his transactions when he gets his monthly statement or he can go to a branch and request a printout of his account activity.
I received an email that this case was closed without a response from us. I did try to respond on March 18, 2015. I did try to call the number listed on your website only to get a constant busy signal. I have had problems in the past being able to copy & paste the responses into your website. Please accept my apologies for the lateness of this response.  Please verify that this response has been received. Thank you.
                                        ...⇄ /> Carla W[redacted]
Internal Audit|Internal Audit Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, but I refuse to continue to go back and forth.  I will expect to hear something from the IRS, and I will try to settle this debt as best I can.
Regards,
[redacted]

September 22, 2014
eResponse to Revdex.com on behalf of [redacted]
Please be advised that the recent complaint from [redacted] 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.
First and foremost, we would like to apologize for any inconvenience this situation may have caused [redacted]. As requested, the premium covering the period of November 1, 2013 through November 1, 2014 has been paid. The amount of this policy was initially taken from her escrow account, but subsequently credited back. Should [redacted] wish to initiate an insurance claim for damage to her property, she will need to contact Assurant Specialty Properties at ###-###-####.
Should [redacted] have any further questions with regard to this matter, please have her contact Kristin C[redacted] at ###-###-####.
Sincerely,

Carla W[redacted]
Internal Audit Manager

We are in receipt of this complaint and respectfully ask that we have an extension. I was out of office on vacation and now the contacts in the department that I need to interview are at a conference until Thursday returning on Friday. Please let me know if this is possible....


Regards,
Carla W[redacted]
Internal Audit Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 20, 2014

class="**oNormal">
eResponse to Revdex.com on behalf of [redacted]
Please be advised that the recent complaint from **. [redacted] 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.
Our investigation revealed that **. [redacted] deposited the funds into an ATM and the transaction did post to her account. The ATM that she used required that the deposit be placed in an envelope. All ATM deposits follow the Regulation CC policy with $200.00 available immediately and the rest of the funds are placed on hold for verification. The following is in our Agreements & Disclosures that covers the Funds Availability Policy. This disclosure is provided to every member upon account opening:
DEPOSITS AT AT**. The first $200 of deposits made each business day will be
made available for immediate withdrawal. The remainder of any such deposit(s)
subject to delayed availability will become available for withdrawal on the 2nd
business day after the day of  Your deposit.
DETERMINING THE AVAILABILITY OF A DEPOSIT. The length of the delay
is counted in business days from the day of  Your deposit. Every day is a business
day except Saturdays, Sundays, and federal holidays. If You make a deposit before
closing on a business day that We are open, We will consider that day to be the day
of  Your deposit. However, if You make a deposit after closing or on a day We are
not open, We will consider that the deposit was made on the next business day We
are open.
It is the responsibility of the member to ensure that funds are available in their account to cover scheduled transactions. Since the deposit was made on a non-business day (Sunday, February 9, 2014) and the funds were not verified when the scheduled transactions presented to **. [redacted]’s account, we will not be refunding the fees at this time.
Sincerely,
                                        ...⇄
[redacted]
Internal Audit Manager

Review: I paid off a car loan 06/07/2013. Before paying off the loan I was promised by customer service that I will get car title in a week after I pay the loan off. I contacted the customer service after a week and was told that it will take 14 business days for title to be delivered. After 14 business days I called PFCU and was transferred to the title clerk. She told me that they send for the title on June 21 (2 weeks after title was paid off) and the title will be delivered in 2 weeks after June 21.

Two weeks were yesterday. I have not received my title. I cannot sell the car and return monies to the relatives who advanced me the monies.Desired Settlement: I want my title ASAP.

Business

Response:

E-Response to Revdex.com on behalf of **. [redacted]

Review: I had and equity line of credit on my main property, periodically I would use some of the funds. The process would go as follows I'd call the brabch which I freqented tell them how much I wanted to use or have applied to my savings or checking acct. and they would verify over the phone what my new payment would be tentativly. I would not recieve the acurate new paymnent until I went into the offfice and sat down with a bank representative. On feb. 1, 2013 I sat down with the representative who gave me my payment for using the last of my 25,000 dollars of a 70,000 equity loan and stated along with the asst. Manager that my new payment would be 619.00 and not exceed that 619.00 that would be the max because of the type of loan I had It could not exceed 619.00 they both reiterated it several times, being that was in budget I contiued with the transaction. To my surprise later the estimate was based on a 15 year status as opposed to a 10 year staus which was wrong information by both reprsentative and asst. Manager. Because of their negligent and inacurate informatiion I was not able to make a prudent decision in my best interest. I was told I could entend my loan to an additiional 5 years to make my payments less,and that the branch officers were not loan specialist and would recieve better training concerning their loan informative skills but it still leaves me financially injured because this additional increase has gone far and above my antcipated budget of what iI was told I would pay.I should'nt pay for their mistakes I been a dedicated customer with outstanding credit and have always paid what was reqired of me , this shows me they don't value me as a client.Because of their blatant informative error it is jepordizing my finacal situation greatly and all thy've done is try and minimize a great mistake on their part by making me pay additional monies I woul'nt have to pay if only they had of been more professional there only concern is that they don't take a loss but what about my loss even after admitting their error.And there other solution is or was do I have the money to give back. This siuation has impacted my families welfare trermendously, Thank you ITNOJDesired Settlement: For them to not hold me responsible for their error of misinformation causing me financial hardship. And stick to what was told to me as it has always been the case in times past they have been accurate but on this they've drop the ball and are holding me responsible to pay more than I anticapted thru their negligence.They have no respect for loyal customers or mistakes they make and make the consumer feel they have no recourse for bad business mishaps. If given the right info I would'nt have conyinued the transaction because it would have put me in a finacial bind and to ad insult to injury the talk to you as if it's no big deal "Just Pay the difference and negate the fact WE the prfessional made a mistake that was'nt in your best interest" I've always prided myself on being a good pay master and staying on top of bills and keeping them current. Please help thank you for your time. ITNOJ

Business

Response:

April 8, 2013

E-response for [redacted]

Revdex.com

[redacted] was given an estimated payment on a future advance for $25,000 at one of our branches, as well as the Call Center. The payment of $619.84 was quoted based on a 15 year repayment term.

[redacted]’s monthly payment, per his agreement, is recalculated at the end of each billing cycle to the amount necessary to fully amortize his outstanding balance over 180 months from the date of agreement. At the time of his February 1st advance, he had 126 payments left. His payment increased to $775.23.

Once [redacted] made us aware of his issue, we offered him several options to help afford his monthly payment:

1. We offered to modify the existing agreement and extend the maturity date out, giving him a lower monthly payment

2. We offered to have him apply to refinance into another Home Equity Line of Credit and waive any fees associated with the loan. His line of credit expires in September of this year, so this option would give him a longer availability.

3. We offered to have him apply to refinance into another Home Equity Fixed Rate loan and waive any fees associated with the loan. If he no longer wants the availability of the line, we could look to offer him a lower interest fixed rate loan if he meets the qualifications.

[redacted] wanted us to lower the payment to what he states he was quoted, in addition to keeping the line within its maturity. We explained that is not possible because at the $619.84 payment the loan cannot mature on time. [redacted] refused the options we gave him.

Thank you,

Internal Audit Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

12:33 PM (22 hours ago)

Based on wrong information from supposedly professionally trained individuals still holding to the fact that even though admittedly making a mistake and error on their part that it will still cost me more on my part. If it was my decision that I made based on accurate information that PFCU had given me as they had done so many times in times past I would'nt have a problem, my decision based on inaccuracy, and wrong mathematics by 3 PFCU employees including the final one who is a branch Manager [redacted] is frustrating considering my financail status, especially when all my accounts are up to par,in good standings, paid on time with numerous debts paid off on time or before time I know they can't value me as a good customer. Thank you for your time and consideration. itnog

Regards,

Business

Response:

The following is our response to [redacted]'s rejection:

Please be aware that your home equity line of credit agreement, dated September 11, 2008, provides that “[y]our Minimum Periodic Payment will be established at the end of each billing cycle to the amount necessary to fully amortize Your outstanding balance over 180 months from the Date of Agreement…” Therefore, upon signing the loan documentation, you were informed that any advances would be amortized from October 25, 2008, the beginning of your 15 year term. By requesting the advance and accepting the loan proceeds that were deposited into your account on February 1, 2013, you have established your obligation to repay the debt.

At this time, we would like to reiterate the options we extended to you in our last response. We are willing to accommodate you in one of the following ways:

1. Modify the existing agreement and extend the repayment term to 15 years with payments of $619.84 per month. This is the original term and monthly payment that you were quoted.

2. Refinance your existing loan into another home equity line of credit. We will waive any fees associated with the refinance.

3. Refinance your existing loan into a home equity fixed rate loan. We will waive any fees associated with this refinance and see if you qualify for a lower interest rate.

Sincerely,

Internal Audit Manager

Consumer

Response:

[redacted]

Review: I refinance with the credit union in Fall 2013. They out source with a company who failed to pay my home owner's insurance. I had serious damage in my home and when I filed a claim with my insurance company( [redacted]) since 1996. I learned that my insurance lapsed do to payment failure.

This is a summary to help you understand my situation.

9/17/14 Received Renewal from [redacted]

9/20/13 received info to review and file away

9/20/13 Refinance-Loan obtained from Philadelphia Federal Credit Union.

10/1/13- [redacted] sent payment to Credit Union

11/1/13- Insurance due

11/30/14- Insurance cancellation for non-payment dated on 11/30/14 to credit union and me.

12/12/13-Called about insurance not paid. They will take care of it

4/15/14 Reimburse of over payment

7/30/14- Contacted Cenlar ###-###-#### to inform them that my claim was denied due to no policy. I’ve had the same carrier since 1996. Monica informed me that a Lender policy will be put in place for repair and

8/6/14- has been a week did not here from Cenlar. I contacted them, after explaining my situation, I was transferred to claims. No information on file in claims. I asked to speak to Monica who was not available. I was put through her voice mail. I left a message.

8/7/14-Manager Monica called back .She left me a voice mail. Her understanding was that the insurance team was going to contact me. Have voice mail on my phone

8/8/14- Call Monica back-She still waiting to hear from insurance. She thought it would only take a few days and they were going to contact me. Inform her that I will get work done and bill Cenlar because I cannot get insurance until work is done.

Called back -Sasha spoke to Sasha for account info for my notes

Legal department

[redacted] New, Jersey [redacted]

8/13/14-Came home from Vacation and received correspondence from PFCU that I am without insurance and they will be providing me with insurance and will have to pay for it.

8/14/14 Contacted several company, but decided to go with [redacted].

8/15/14 Received another correspondence from PFCU stating this was second correspondence, but gave me a copy of someone else letter. I called and spoke to TIFFANY ([redacted]) and had [redacted] verify coverage .[redacted] faxed over a copy at ###-###-#### to them.

- Contacted my attorney, but he is on vacation

8/22/14- Barbara ID# [redacted] from Customer Service called to give me Policy number to get work done. I informed her that my attorney will be in contact with them because I will not be paying for that policy.

Joe #[redacted]- Spoke to him to obtain an address for complaints

[redacted], Pa 19154

ATT: Supervisory Committee

Contact [redacted] to see if they received payment from Mortgage Company yet. Spoke to David P[redacted] Billing was generated on the 21st; it will take about two weeks for payment to get to them.

Call Cenlar at ###-###-#### to see if they have submitted payment to [redacted].

Make sure they do not bill me for a policy of their choice becaused I’ve obtained my own policy.

Stephanie Id # [redacted] confirmed that it was paid on the 18th August., but no confirmation that payment was received.

8/28/14 Received another correspondence addressing that they have purchased insurance for the year uncovered and I was responsible for paying the premium so I can file the claim. They failed to pay and it is their responsibility not mines because I have been paying into escrow for that.Desired Settlement: I want Cenlar the company that Philadelphia Federal Credit Union out source with to pay the premium for the lender insurance of $1,600 plus dollars.Since they fail to do the job or pay for my pipe repair,carpet ,wall and art damage do to the water pipe issue

Business

Response:

September 22, 2014

eResponse to Revdex.com on behalf of [redacted]

Please be advised that the recent complaint from [redacted] 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.

First and foremost, we would like to apologize for any inconvenience this situation may have caused [redacted]. As requested, the premium covering the period of November 1, 2013 through November 1, 2014 has been paid. The amount of this policy was initially taken from her escrow account, but subsequently credited back. Should [redacted] wish to initiate an insurance claim for damage to her property, she will need to contact Assurant Specialty Properties at ###-###-####.

Should [redacted] have any further questions with regard to this matter, please have her contact Kristin C[redacted] at ###-###-####.

Sincerely,



Carla W[redacted]

Internal Audit Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:i attempted to call Kristin C[redacted] who no longer work for the company.Someone told me that they will l[redacted] into my situation and call me back and I did not get a call back.

Regards,

Sandra Casimir

Consumer

Response:

------- Forwarded message ----------

From: Revdex.com of Metro Washington DC<[email protected]>

Date: Fri, Sep 26, 2014 at 9:27 AM

Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [redacted]>

---------- Forwarded message ----------

From: [redacted]>

Date: Thu, Sep 25, 2014 at 11:26 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Good morning,

Review: Today I noticed the charge a $5.95 inactivity fee for each month from Sept 2013 through Feb 2014 for a service called "Bill Payment." I went to the bank teller at the [redacted] branch and was told this is a service built into the account and I have not used it, therefore I was charged the $5.95 inactivity fee per month. I was very confused why I did not know about this service at the time of creating my 2 accounts with PFCU. Then I called customer service and was told this service was optional and NOT built into the account, and I had to actually enroll for this service. Since I got different info from the bank teller and the representative on the phone, I was confused who to believe. Moreover, I NEVER signed up for this service, and neither did the sole other person on this account. I was told we signed up on 2/26/13, which cannot be possible since at that time, we already set up automatic billpayer at the utilities' website, which is completely separate from PFCU's services. Bottom line: we did not sign up for this Billpayer service, and now are getting charged this fee. I was refunded for Feb 2014 ($5.95) over the phone, but this is not acceptable. This issue has initially caused me confusion and now a bit of panic since it indicates my account is not secure. I will promptly close my accounts (my partner and I have 3 accounts, totaling more than $30,000) and also alert my fellow City of Philadelphia employees and employee union about this unfortunate incident.Desired Settlement: Please refund me $35.70 (for months Sept 2013 through Jan 2013) for the Billpayer fee

Business

Response:

February 21, 2014

Review: contact pfcu this morning after reviewing my online account ,I was charged two overdraft amount in the amount of $ 25.00 each.I made a machine deposit of $1100.00 cash and $197.00 check totaling $1297.00.In talking with customer service he stated that the machine see all deposit as checks.I stated that that's not my fault and not informed by staff regarding this matter. the customer service representative said that my payment was paid my overdraft ,which I was not in agreement with,I asked to speak a supervisor and spoke with [redacted] who said the same thing ,but said it is in there disclosure about this atm deposit.,he also became smart and said we could have not paid the your account. I been with pfcu for over three years and i"m not have been satified with them professionally ,but this is not satifactory to me at all.Desired Settlement: remove overdraft fees and replace my fifty dollars

Business

Response:

February 20, 2014

I became a new member of this credit union in 2015 and applied for a small personal loan. I signed for the loan back in June 2015 and I never received the loan information promised from the credit union employee (named Amanda) who met with me at the Fishtown branch after signing for the loan. She frantically called me to me to drive back into the branch and get the information 15 minutes after I left. She said she would mail it per my request so I didn't have to drive back and it never came in the mail. Things can get lost in the mail but this credit union has had more than 3 important things not come in the mail to me now (see below for more on that) so I'm guessing it's not the Post Office's error since I seem to get all my other mail promptly and on time without incident.
This credit union also never sent checks for my checking account after I ordered them. I had to call and reorder the checks while they essentially called me a liar in the customer service department. Why would I open up a checking account and not want any checks? I opened the account for the sole purpose of moving costs and writing initial first and last month rent and security deposit checks to a new landlord. I most definitely ordered checks.
This credit union also didn't sent the loan coupon book for my loan repayments that was promised to me in the beginning so that I could make loan payments on time. In the beginning I did not sign up for automatic payments hence why I was getting the coupon book. Finally got the loan coupon book for payments after my second phone call request for PFCU to send one (TWO requests post loan signing when I had initially asked for the loan payment coupon books). Both loan payment coupon books came in the mail on exactly the same day which was this week - the week of 7/20/2015. I signed for my loan back in June 2015 and the first payment was due on July 20, 2015. The loan coupon book came way too late to even use for my first loan payment so I had to call back in and set up automatic loan payments prior to July 20th as to not miss a payment or mess up my credit score. Had I not been on the ball with that personally I would have missed my first loan payment and it would have affected my credit.
I then wanted automatic loan payments set up to avoid this issue having any chance of happening in the future. I called on a Friday and PFCU customer service employee named Jasmine LIED to me about signing me up for automatic bill pay on our phone call. She also got snippy with me on the call about sending the loan coupons to me when I requested them once again since they were never sent to me at that point. She claimed they were already sent. I said they were not. She then got back on the line after checking with a manager and told me she'd send another batch of coupons even though the first batch was sent out. I told her at that point I was realizing I wouldn't get the coupons until after the loan payment was due since PFCU dragged their feet for so much time at that point (I'd get the coupons after my first loan payment on July 20, 2015) so I HAD to do automatic loan pay. She told me she'd handle singing me up for automatic loan pay but to also call in the next week on Monday to double check when I asked for a confirmation number or email confirming automatic bill pay. I thought that was strange.
So I called back in to check in on the status of my automatic loan pay setup the next week before my loan payment was due because I had a fishy feeling Jasmine who I spoke with screwed up and/or didn't know what she was doing. The female customer service rep I spoke with at PFCU that day confirmed that Jasmine did not set up automatic loan pay for me on our previous call and told her manager about the incident because it was a breach of the credit union's protocol. This Jasmine girl could have single handedly destroyed my credit score with this lie about setting up my automatic loan pay. I have to sign paperwork to do automatic loan payments which is still coming in the mail for me to sign and that was never even mentioned or sent out to me with Jasmine until this second call with another employee following up. Jasmine never mentioned or sent this form to sign for automatic loan pay. How do they train these people?
Lastly, PFCU ATMs and debit services were not accessible over the weekend of 7/18/2015 and I was unable to use my debit card to make returns of items. I was told in Walmart and Target that my card which has more than a grand on it was NOT VALID. That was a huge mistake on the credit unions part, incredibly inconvenient for a customer, and embarrassing when you do actually have the funds. I called in on Monday to find out what gives and that's when I found out debit was down and atms. NO proactive notice was sent or anything letting customers know that I received. Nothing.
Today my online account was not accessible for some reason and I was locked out after trying to use two replacement passwords provided to me through PFCU's automatic phone system. I attempted to get new passwords twice through an automated phone call system. Both passwords given to me from the automated password phone call system did not work when I tried them so I called into live customer service to figure it out. I was told by the rep named Anne that she couldn't do anything about it except keep sending the new passwords (that were not working) until I threatened to speak with a manager. Then she tried to figure things out for me. No call came. I then contacted customer service chat at PFCU and there a supervisor named Brian with employee number 1123 claims they called me with another password after our call - but I did not see any calls come in. He kept arguing with me about it and asked if I had another phone number to provide at a branch. No I don't it's not my phone it's PFCU's customer service. When I went back into the PFCU customer service chat option to find out what was up they just told me to keep calling back into customer service in this giant ring around the rosie game. I was told to just keep trying the passwords that PFCU kept sending me even if I called back into customer service. What a mess.

Review: I opened a savings account for my son back in May 2005 a few months after he was born. I have made several deposits into this account. Presently this account is virtually worthless because it has been depleted by fees. I understand the $5 fee to keep the account open, however there have been many many other fees charged to my account that the company has not provided on its website when I log into my account. I have searched for all fees from inception to present (October 15, 2013) however the only fee visible is an outragous $8 for "bad address." I called the company and they are charging me another $2 per sheet to have the information printed and sent to me. Why isn't this information available online. You are charging account holders for your decision not to include a detailed account history of transactions. Furthermore, the company has confirmed that they have been charging my account with fees. These dormant account fees are 1) not in the history of my statments and 2) should not be chargeded as this is a savings account for a minor not a checking account for an adult. Futhermore, I wanted to close the account but 1) I was told that I would not be entitled to receive a detailed printout if I did that and 2) I would have to pay $4 for a POP Money service to transfer my own money. I don't want to pay to use my own money. This is fraudulent and unreasonable.Desired Settlement: I want a refund of all the fees taken from my account from the inception (May 2005) to the present date (October 2013).

Business

Response:

Please be advised that this recent 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 issues and responding as to the outcome of our investigation.

Review: Sales rep repeatedly failed to respond to emails about a loan that I applied for this was my first time and I didn't know the process, I'm a college student try to get help to complete my studies I email the sales rep [redacted] to see if I could come in so she could take me thru the process . When she did contact me it was already about 10-15 past the time I put in for the loan an when I attempted to call her by then asking for help from my mom, this lady was very rude because I was asking about safeguarding my credit. She had withdrew my application after I made contact I feel she wasted my time and is playing with my education. She told me to reapply . When I did talk to ms [redacted] she said this is a courtesy call because I'm getting ready to get off the clock... Very unprofessional and rude .

Then hung up on me when I tried to get my mom to the phone. I really need this loan but the experience in opening a first time account with Philadelphia credit union sucks., this is horrible behavior, I'm a young person and what kind of example is this for me dealing with your company. I hope you correct this .Desired Settlement: Please review my application ,review your policy with your employee because other May have been afraid to report it, another loan officer apology

Business

Response:

Please be advised that **. [redacted]’s recent letter 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 issues and responding as to the outcome of our investigation.

We are very sorry to learn of **. [redacted]'s recent experience with the Philadelphia Federal Credit Union. We understand his frustration with not being able to have a loan decision before opening an account. The employee that **. [redacted] dealt with has been reprimanded for not providing this information. **. [redacted] was contacted by the Lending Department Manager and she went over the complaint with him. He understands that his loan cannot be approved at this time and it was recommended that he speak with his financial aid department. The Lending Department Manager also gave him her contact information, in case he any additional questions in the future.

We appreciate **. [redacted] taking the time to bring his concerns to our attention. We would like to apologize on behalf of PFCU for any frustration this situation may have caused him.

Sincerely,

Internal Audit Manager

Review: Good afternoon,

There are multiple reasons for this complaint. I had a loan and savings account with this "Institution" since 2006 (or at least that's what the non-customer friendly service "lead" said).

Last year I received a letter from the bank letting me know I had to deposit to the savings to avoid closing or a charge. I called immediately and with a very nice lady I was able to make a $50 deposit on my account as I didn't want to close it. She said I could do the deposits that way as I explained to them I have a big difficulty making it to the franchise at the hours they are open. The a month later I wanted to make another deposit and called again to transfer the money. This time they said I cannot make deposits over the phone from my checking to my savings. I explained that that was not what I was told when I called the previous month and deposit $50. The only reason I didn't close the account then (with just $5) was because I was able to make this deposits and I was going to keep a savings account there. Ok time passed and I kind of forget about my account. Never suspected anything wrong as I had receive statements and multiple offers from them even when I moved from my apartment. When I came home last Friday October 17th I get another letter, this time it has the balance on my account for the last three to four months they didn't send anything. When I see they have taken from my account $30 ($10 per month) I called and try to find out why and why I never received another letter letting me know I was at risk of a charge or something. For my surprise I had the WORSE experience you can imagine. The "Team leader" that night was totally absurd, disrespectful, exasperating and absolutely not helpful at all. He didn't have any desire to help me from the get go not even to get my account number as I was failing to give him my home number that I told him was changed a while ago and because I don't use it I couldn't remember it. Among all the things he said was that "the dormant fee should have been disclosed to me when I opened my account". When I asked him if he could tell me when I opened the account with them he said in 2006 so there's no reason that over the years that if ever said as I opened the account for the loan as it was a requirement, it is not in my mind and the fact that was not alerted of this then neither when I deposit again last year (he again told me was last year as I swore was this one but ok I accept that as I cannot remember the exact date), the thing is that I ended up closing the account. I asked him, why I didn't receive a letter when I receive weekly offers and mail from them as I did before? he said that they DON"T HAVE to send the statements monthly that they have to send it every 3 months (which actually is incorrect cause the one I received on the 17th is almost four month apart). Granted that financial institutions take money from your account without any consideration it is absolutely upsetting and more these days that we all struggle and I said it to him. He said among other things is that I don't get what I want, which you know what yes You Should NOT have the right to take money from my account when you don't even send me the statements and not even a mail letting me know, alerting me. If I don't do something after receiving and alert I do understand and have no grounds to complaint. Was my neglecting behavior then but when you don't know and when you try to solve the issue the answer is the ones I got from a "Team leader"?? No, that I don't accept. He was more than eager to close my account and he said I was going to receive my money by Monday 10/20 or Tuesday. Of course I have received nothing. I told him to please update the address as he has the old one, then he said He cannot do that. I said I have mail forwarding and know the person who is in my apartment number so that will be ok. I asked for a supervisor and he said he was a supervisor which is not true. I called back again and request for a supervisor that wasn't this man Edward or something like that. I have all the names in my billing so will look for it if needed. When they pass me to a Supervisor the second time I called I explain all the situation to him and asked him to listen to the call that was recorded to see how badly this was handle from the get go. Then when he gets bored with me as well and after saying that the check should arrive the same day the other one said I told him about the address change, NOW the issue is that "YOU are NOT going to receive the check of the little money they left after taking my $30. I told him It should get to me if they send it as EVERYTHING ELSE they send me and the same way that last statement got to my address without any issue." now he tried to say that the letter got lost in the mail but not true as I receive everything. I even have with me a few of the statements and mails they have sent me . There's no reason to say I won't receive something that has been taken care of with the USPS and all it is in place. First they don't mail letters as a reminder and now that the address change has been informed is that it got lost. Then if you think won't get to me because of the apartment number change and am telling you to update you don't want to. Again it is impossible to not receive the mail as I have receive everything else. So you are lying and now find where to put the blame but all point as They have neglected to inform.. My experience was the worse with both. Granted the "team Leader" was the worse of them two and who got me to the most stressful time I could think of. Nothing worse than having your money taken from you as thiefs in the night. Should I have remember my account yes, I accept that but not receiving any update from them and then "the information should have been disclosed to you when you open your account"?? that's beyond.Desired Settlement: I want my money back.

- The one left on the account when closed in October 17, 2014 and

- The $30 ($10) per month they took when neither try to notify me or send me a statement monthly to be able to act on it.

I don't accept the version of the address change as EVERYTHING else they have sent to me tends to be received because THEY HAVE SENT THOSE.

Besides saying they do not send any reminder to then change the address it outrageous.

I know I was not the best customer because I ALWAYS paid ON TIME my loan so the only thing you get from me is the interest rate assigned not late payment fees but that should be recognized as a positive not as "that customer don't matter."

I would like to receive my money and be done. I am not calling again unless I speak with the same VP that sent me the original letter when I deposit the $50 that shouldn't have if they would have told me was going to be impossible to save my money with them.

Thanks for your helo over this matter.

If the proofs of the mail sent to my current address by them is needed let me know as I even save the envelopes that show the stamp by the postal service.

Thanks

Business

Response:

November

4, 2014Please be advised that the recent letter 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 issues and responding as to the outcome

of our investigation. We are very sorry to hear of the disappointment with the service that [redacted] received from the Philadelphia Federal Credit Union. On behalf of the Philadelphia Federal Credit

Union, I would like to apologize for any frustration this may have caused her. In reference to [redacted]’s complaint,

according to our policy, if an account is inactive for a period of twelve

months, on the thirteenth month a letter is sent to our member to advise that

their account will be deemed dormant and a $10.00 fee will be imposed monthly

until the member reinstates their account. Financial institutions have Fee Schedules and

Agreements & Disclosures that our members agree to when opening an account.

It is the member’s responsibility to know the terms of their account. This fee is disclosed on our Fee Schedule

which is sent out with every new member packet and it is also available online at our website – www.pfcu.com.When Ms. Abreu-Robbles received her first dormant letter which was mailed 4/30/2013, she called on 5/28/13 and as a

courtesy a collections representative took a one-time credit card payment over

the phone. She was informed about the

dormancy process, was re-activated to use home banking and was sent her

quarterly statement. She stated that she will start having transactions come

into her account to prevent the dormancy fees from occurring. On 12/3/13 she called and spoke to Member

Services who notated she will be coming into the branch to make a deposit.Since no transactions were completed and again

there was no activity on this account since 5/28/2013, a letter was sent out on

5/31/2014 to inform [redacted]s of the dormant state of her account. In

addition to the letter her quarterly account statement also reflected the

dormancy fees. A check in the amount of $25.28 was mailed to the address on the

account on 10/16/14 and it was returned as a bad address. The check was

deposited back into her account on 10/24/14. Since prior notice has been sent, the Supervisory

Committee has determined that no fees will be refunded at this time.Sincerely, Carla WInternal Audit Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

They are missing Information. First 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 3 weeks ago and counting. I called again and talked to another representative who definitely was more helpful, but still I do not have my money back.When 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 $5. Also I asked them to open a CD to keep a savings acct. And 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 card. If we are going for FACTS, they should have those clear in their recordings. Did I have the package for an account that was opened more than 6 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 that. Do I receive every offer and paper they send me until then? Yes. Did 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? Yes. In this case this sound as a convenience answer for them. Now this is a matter of what is right and what it isn't. They aren't right.

Review: I called the PFCU and spoke with [redacted]. I advised [redacted] that there were 2 NSF fees applied to my checking account for two transactions, but there were funds available in my savings account which could have avoided further fees being assesed on my account. In the past, PFCU took funds from my savings account to avoid any issues with being charged NSF fees and changed the company policy without written notification of the terms and conditions for accounts that are not linked. To avoid getting hit with additional charges, I transfered funds from my savings account to my checking account and notified the companies that they payments were not deducted as a result of PFCU not taking the funds when it was presented. Due to the ineffectiveness of [redacted]'s ability to provide me with information regarding terms and disclosure, I escalated the call to [redacted]'s manager. [redacted] wanted to send me a letter that indicates that my account was not linked, but he misinterpreted the nature of my call that my original request was how to handle accounts that have funds but in a seperate account. [redacted]'s manager [redacted] advised that it was at her discretion if she wanted to refund my NSF fees. I am in dispute because PFCU should follow government regulations and this situation with my account should not be at the discretion of an account supervisor's opinion. PFCU does not have written policy as to how the NSF fees are applied if there are funds in another account once a transaction is available. I requested that [redacted] send me literature as she advised that this policy is not documented. If the policy is not documented, than I should be refunded $50 for the two NSF fees that were applied to my account.Desired Settlement: I would like to be refunded $50 for the NSF fees that were applied in my account based on the fact that PFCU does not have terms and conditions specified for when funds are presented and funds are available in another account. I would also like review of my account history and be provided with supporting documentation as this situation occured in the past whereby PFCU transfered funds from my savings to cover ACH/Debits to avoid being charged NSF fees. I would also recommend tranining for both [redacted] and [redacted] as they were not too vested in PFCU banking procedures and I was completely frustrated with this customer experience.

Business

Response:

E-Response to Revdex.com on behalf of [redacted]

Review: In 2003 I got a line of credit loan with PFCU. I made my payments from 2003 until the beginning of 2007, on time. I was out of work for 5 months and was unable to pay on my loan. I contacted PFCU to let them know, and told them that I would let them know when I get another job, which I did. Only this job didn't pay me no where near what I was use to getting, so I made a few payments, but I missed a few as well. They were about to take me to court and I got a lawyer to make an ageement with them so that we wouldn't have to go to court. I did make a few payments, but wasn't able to make them all. I filed my 2011 taxes in 2012, and after I filed them, I received a letter from PFCU stating they did a loan forgiveness and enclosed a 1099C form for me to file with my taxes. I took the form to the tax person who did my taxes and we did an amendment to my 2011 taxes with the IRS. I had to pay a penalty of $273 for the loan forgivness. In October 2014, I contacted a mortgage bank to see if I could get approved for a mortgage, and they approved me, but questioned the loan from PFCU. I spoke with my neighbor's friend who works for H&R Block and she stated that if I filed a 1099C form, whatever I owed PFCU went towards my income for that year, and that they should no longer be listed on my credit. I contacted PFCU and they told me that 1099C form was sent to me in error, and that I was still in debt with them even though they charged it off. A few weeks later, I received a written 1099 form in the mail and when I called PFCU to find out what it was, she told me that they did a reverse so that I would still be liable for the debt, and the IRS should be refunding my penalty back. I feel like there is no way that you can mistakenly send a customer a loan forgivness letter along with a 1099C form. I don't think that it is fair that they say they made a mistake back in 2011, by sending me the letter, and it is now almost 2015, 4 years later, and they are trying to reverse what they did.Desired Settlement: I would like for PFCU to not do a reverse 1099C, and allow the debt to be forgiven as they stated back in 2011. That $4,400 that I owed to them went towards my 2011 annual income when I filed my taxes, and I paid a penalty for it. I would also like for them acknowledge what they did and have that debt removed from my credit report.

Business

Response:

December 9, 2014

eResponse to Case ID #[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.A 1099C was filed on our member in November 2009. Since there was an Agreement for Judgment, the 1099C should not have been filed. Since 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 full. The 1099C form has nothing to do with how her credit is reported.

Sincerely,

Carla W[redacted]

Internal Audit Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The 1099C was issued to me in the beginning of January 2012 to file with my 2011 tax return. It was not sent in 2009. I had already filed my taxes, so I had to do an amended tax filing. They say that they sent it to me in error, but the bottom line is, they sent it to me, and I filed it as part of my 2011 income and paid the penalty for it. Now almost four years later, they want to say it was done in error. I feel that if it was done in error, they should be held accountable for that. When I received the loan forgiveness letter and the 1099C form to file with my taxes, I did what was required of me to do with the 1099C form. When I filed that form, that $4,400 debt went on record as part of my 2011 income. A friend of my neighbor, who works for [redacted], told me that if I filed a 1099C for that debt, that it should not still be on my credit. This is why I contacted PFCU to see why it has not been removed.

Review: PFCU is a bank. I was charged a $25 overdraft fee on my account. they said that there was a check that came through for $25 and I did not have enough money to cover it. So I acked the banker if that was the case how is it tha PFCU was able to pay them selves $25 out of my account and not my check for $25. They said that at the time my account had $24.19 so they took 81 CENT out my savings account to pay there selves. I asked the banker why couldnt they do the same thing to pay my bill he had no response. So now I have a $50 return check fee and still a $25 bill not paid but PFCU got their $25.Desired Settlement: I would like my $25 fee back and for them to pay my $50 return check fee on my bill. They took my bill money that is not right

Business

Response:

February 14, 2014

Review: PFCU is furnishing the incorrect information to [redacted] and [redacted] for my auto loan.When I called I was told by the CSR they are not a bank and did not have to follow the same rules when I asked for a letter. I was told to dispute with the credit bureaus. She said Credit Unions don't have to follow the FCRA like Banks. I did my research and I found that Credit unions must ensure the accuracy and integrity of information, per the FCRA, as amended by the Fair and Accurate Credit Transactions Act (FACT Act) [NCUA 12 CFR Part 717 for federal credit unions, and Federal Trade Commission (FTC) 16 CFR Part 660 for state-chartered credit unions].

The rule also requires furnishers to implement policies and procedures to ensure information is reported properly. It also requires credit unions to handle disputes that relate directly as a result of something the credit union reported to a CRA.Desired Settlement: To first provide the correct information to [redacted] and [redacted] about my auto loan that it is current and open. I also want PFCU to provide a letter to me stating a copy of this corrected information they have sent to all of the credit bureaus. I hope they train their employees that they are subject the same rules as banks as furnishers who must implement policies and procedures to ensure information is reported properly. It also requires credit unions to handle disputes that relate directly as a result of something the credit union reported to a CRA.

Business

Response:

December 10, 2014

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 Ms. J[redacted] an investigation was completed to include interviews with staff from our Collection’s Department, a review of recorded conversations between Ms. J[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 Ms. J[redacted]’s complaints. We hope that she will find the response satisfactory. Please extend an apology for the oversight. If she has any further questions, please have her contact the Collections Manager, Joan S[redacted] at ###-###-####.

Sincerely,

Carla W[redacted]

Internal Audit Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: please read letter[redacted]