Police & Fire Federal Credit Union

To Whom It May Concern:I am in receipt of the complaint #*** ?led against Police and Fire Federal CreditUnionThe credit union member who ?led the complaint, *** ***, spoke to several staffmembers of the credit union as to why her *** credit card was closed without her knowledge.She was
told by more than one staff member that her card was closed due to one year ofinactivity and that we do not notify members of *** accounts closed in this mannerInaddition, I spoke to her directly because she wanted to reopen the cardI explained to themember that she would need to apply for a new *** credit card because it had been more thanyears since her card had been closed and the credit union requires new members to apply for a newcredit card once the closure date goes beyond daysShe declined my offer of an application.If you need further information I can be reached via email at the address listed above.Sincerely,Joseph *M***Senior Vice PresidentConsumer Lending

We apologize for the inconvenience. We underwent a
major software system conversion effective June 1st, and
unfortunately, the coupon booklet vendor was slow to comply with the new system
despite repeated attempts to ensure a smooth transition. We
expect the vendor to mail coupon
booklets this Friday (July 31st).
We apologize for the inconvenience, and if a coupon booklet is not received
within the following week, please contact Liz M***, Consumer Loan Processing
Supervisor, at ###-###-####
Thank you

September 28, 2017Dear Sir/Madam:Collection efforts began on *** ***'s account on August 20, From this date until September 18, 2017, calls, letters and emails completed in an attempt to reach our memberOn September 8, 2017, a call was placed to his employment, we attempted to confirm his
identity using the last of his social, *** *** refused and asked why we were calling, The representative explained that he could call us back, if he liked*** *** said he would not give us a call back and to call his home number if there's a problem.Another call was placed to *** *** on September 18, 2017, protocol was followed to confirm his identityHe refused to provide the last four of his social security and he was transferred to ManagementManagement confirmed the account using other identifiers so the conversation could continueDuring the conversation on September 18, *** *** acknowledged that he assumed our previous efforts were all marketing attempts and ignored themHe expressed his concerns regarding the handling of the accountIt was explained that he was afforded numerous opportunities to respond to our communication and failed to do so.Police and Fire Federal Credit Union understands *** *** feels the repossession fee is not justified.Due to the delinquency and no communication, the account was assigned for repo hence incurring a fee*** *** rectified the account without incident and paid the standard repossession cancellation fee in order to stop the repo.Sincerely,Danielle DCall Center Operations Supervisor

May 16, 2017Dear Sir/Madam:We received *** ***'s complaint on 5/12/Based upon her statement, we investigated the matter and spoke with her directlyBased on our investigation we noted that *** *** was credited for the funds on 5/8/2017, We believe the file was misplaced; however, we
are not using this as an excuseWe apologized to *** ***, and we have spoken to the staff responsible for the oversight to ensure it does not happen againWe will also address the miscommunication issue as well.We thank *** *** for her feedback and input as we are always looking to improve our process to provide the best possible member service.Sincerely,Danielle D. Call Center Operations Supervisor

We researched *** ***'s complaint. The results of the investigation are as follows:
1. The NSF fee charged on 8/was due to a $*** charge trying to hit his account when the account failed to have sufficient funds available to clear the item. His balance was
$37.16; however, that balance was already being held for $from various restaurant charges. Therefore, the balance available was not sufficient to cover the $*** charge. Consequently, the NSF fee was assessed. On 8/*** *** filed a request for a refund of the fee and stated that he thought the *** charge had already come through on an earlier date. However, he was mistaken.2. The NSF fee charged on 9/was due to a $*** charge trying to hit his account when the account failed to have sufficient funds available to clear the item. His balance was $0. Consequently, the NSF fee was assessed. On 9/*** *** filed a request for a refund of the fee and stated that he initiated the *** payment on the 28th thinking that's when it would have been charged to his account but it didn't come through until 9/and he had transferred his balance earlier that day to make his loan payment.
Based on the above, the assessment of the NSF fees was correct. We have provided *** *** with refunds of fees in the past. However, we cannot do so for these items

October 20, 2017Dear Sir Madam:Police and Fire Federal Credit Union understands that *** *** is objecting the fee assessed along withour efforts to communicate with himWe offer a variety of payment options to ease the payment process for our membersPayments can be made at one of our fourteen branch locations, If the branch location is not convenient, the following payment options are available:• One-time ACH payment (no fee) a Recurring ACH payment (no fee) g Debit/Credit Card ($fee)We are confident that these possibilities give *** *** an array of choices to meet his needsWe look forward to our continued relationship.Thank you.Sincerely,Danielle DCall Center Operations Supervisor

---------- Forwarded message ----------From: *** *** Date: Fri, Mar 18, at 11:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Dear Sir/Madam:I am completely satisfied.I reached the agreement with Police and Fire Credit Union and my account is now fixed.I sincerely appreciate Revdex.com and Police and Fire Credit Union help, professionalism and patience.Thank you very much for your time and consideration.Sincerely,*** ***

January 25, 2018Dear Sir/Madam:An extensive audit and review was performed on *** ***’s account to research, follow up on, and address the concerns outlined in *** ***’s dispute related to his loan paymentsWhile we were unable to validate any of his stated attempts to contact PFFCU
directly (ie: in-person and/or via phone), it has been discovered that *** *** has recently been handwriting this request below the dollar amount field on the checks he has been sending by mail to PFFCU make his monthly paymentsWe apologize to *** *** for failing to notice these notes; however, it must be stated that this method of requesting payment booklets is inefficient, as these notes were not on a memo line, and in addition, check processing is done mainly bycomputers and not directly handled by staff, and as a result, may have gone unnoticed.Per an account audit, were unable to locate any attempt by *** *** to reach us by telephone in the timeframe provided in his disputeIn addition to this, it appears that *** *** did not update his mailing address with us on the account holding his loan(s) until July 25, It is the responsibility of the member to update PFFCU of any changes and/or updates to personal contact information (such as address changes) so that we may ensure timely and accurate delivery of monthly statements and other documents -- up to and including coupon payment booklets.We have reviewed *** ***’s request with members of the management team in our Consumer Lending departmentThey have confirmed that coupon payment booklets would be not be able to be produced for *** ***’s loans for the following reasons:• One of the loan types is ineligible for coupon payment method because it is a credit line that does not have a maturity date (Personal Line of Credit).• We will not provide coupon payments for bi-weekly frequency; documentation must be submitted to modify the loan to be paid on a monthly basis in order to be provided coupon payments.• The loans are not paid up-to-date.*** *** is encouraged to contact PFFCU by phone at ###-###-#### or ###-###-#### to discuss his loan history and any requested changes to his loans.Sincerely,Danielle D.Call Center Operations Supervisor

The following update was provided by our Collections Manager (see below). It appears that the auto sale process was delayed for reasons. Since the car was found in another state, the title to the vehicle needed to be updated with the state. This added about a month to the
process. In addition, the inspection revealed body work that had been done on the vehicle. The verification of this revelation also added time to the process before the vehicle could be sold. The car was just sold and we are awaiting the buyer to complete the transaction. If this does not occur, it will go up for auction next month. We hope this information is helpful. The Collections Manager's update is below. *** ***'s car was assigned out for Repo on 12/13/because he was days past due (due for 10/15/2016) On 12/14/the car was found in Crown Point, IN *** which the member never informed us of his move from Philadelphia to Crown Point After waiting the required days plus our additional days (and the holidays), the car was moved to Manheim Arena Illinois (the closest auction). During this time the member's title was also ordered from the state of PA. The paper title was received by the collections department on 1/4/2017. The same day the title was sent to the auction via UPS 2nd shipping. The title needed to be turned into an Illinois Title with PFFCU's name on it, so it needed to be sent to the State of Illinois for this to be completed and on 2/1/the auction department received the title back from the state While the auto was located at the auction, they completed a condition inspection of the auto. During this time it was discovered that the auto had body work done on the right side of the auto which caused the auto to be offered for sale under a frame damage clause (which would affect the value of the auto). I made several calls to the auto auction to inquire about this because the car visible appearance look very nice and the *** did not show any accidents. I asked the auction to re-inspect the auto and in the meantime the auction was placed on hold until the auto could be re-inspected. We made several calls to the auction to inquire about the inspection over the next two weeks. On 2/16/after calling several time, I called the manager of the auction department and requested an update regarding this inspection. I was told that it would be completed that day. The re-inspection was completed and they showed me via pictures that the Trunk Floor/Tirewell, Right Rocker Panel Inner wall, and the Right inner Qtr Panel were all repaired in fact the car would have to sell as a "frame damaged" car. So at this time the auto was set for the next Repo sale which was 3/14/ On 3/14/the auto was place in the auction and received a high bid of $7,but we were unable to receive this bid due to the snow storm and on 3/15/we accepted the bid of $7,200. We are now waiting to hear back from the auction as to whether or not the buyer is going to still buy the auto. If the buyer doesn't buy the auto, it will have to go into the next sale on 4/18/

We apologize for the inconvenience. We underwent a
major software system conversion effective June 1st, and
unfortunately, the coupon booklet vendor was
slow to comply with the new system
despite repeated attempts to ensure a smooth transition. We
expect the vendor to mail coupon booklets this Friday (July 31st).
We apologize for the inconvenience, and if a coupon booklet is not received
within the following week, please contact Liz M***, Consumer Loan Processing
Supervisor, at ###-###-####
Thank you

Per review of *** ***'s account history, ***’s attempted to debit $on 2/4, 2/8, and 2/10. Since the account had insufficient funds for the three attempts, three NSF charges were incurred. *** *** filed disputes requesting refunds of the
NSF charges on 2/(for fee), 2/(for fees), and 2/(for fees). Each of these requests were denied because the charges had not been assessed in error and because she had been previously refunded fees ($38) as a courtesy (the fees were not charged in error) on 1/6/for payments made to *** and *** *** that were also returned NSF. We have no record of receiving any documents from ***’s. If ***'s received payment on 2/but still submitted charges on 2/and 2/erroneously, then *** *** may have a claim against ***'s for the charges she incurred

Hello. We investigated the matter and determined that no error or inappropriate transactions were made by PFFCU.*** ***s mother is listed as the Primary account owner on the account in question (*** *** is listed as the Joint Owner on this account).*** *** stated that
another account of her mother's was overdrawn.Therefore, funds were transferred from the one account of the mother to the other account of the mother's to cover the overdrawn balance.This is explained in the account disclosures and there is nothing inappropriate about an account owner having to cover their negative balances.We will be reaching out to *** *** to explain that if she wants funds to be used only by her then she would need an account in her own name without other owners listed

---------- Forwarded message ----------From: *** *** Date: Fri, Mar 18, at 11:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Dear Sir/Madam:I am completely satisfied.I reached the agreement with Police and Fire Credit Union and my account is now fixed.I sincerely appreciate Revdex.com and Police and Fire Credit Union help, professionalism and patience.Thank you very much for your time and consideration.Sincerely,*** ***

April 18, 2018Cynthia CameronRevdex.comNorth Front Street Harrisburg, PA l7102 RE: Revdex.com Complaint No***Dear MsCameron; *** *** *** *** *** *** *** *** has received the above referenced complaint made by one of our membersA?er
investigating the claims, please accept this letter as our response.In the complaint, the member ?rst claims that there was an overage in her escrow account that was not returned and demands a refund of real estate taxes withheld in escrow because the member paid them directlyUpon a review of our records, *** did not withhold any monies from the member's payments to fund an escrow account for property taxes, and did not pay property taxes on the member’s behalfThe last property tax payment that *** made on the member's behalf was in February for property taxContrary to the member's assertion, the member had a shortage in the escrow account after the payment, not an overage.The member next complains that *** is not reporting her mortgage payments to the credit bureaus and demands a correction to her credit reports to re?ect the paymentsAs *** haspreviously explained to the member, the Fair Credit Reporting Act prohibits *** from reporting the member’s mortgage payments to the credit bureaus because the member was discharged from personal liability on the mortgage in a Chapter bankruptcyAs *** previously suggested, the member should contact her bankruptcy attomey for additional guidance and advice on this issue. Finally, the member expresses a desire for a re?nance with a lower interest rate, including an application for a HARP loanThe Home Affordable Re?nance Program (HARP) is a federal program developed by the Federal Housing Finance Agency that is available to borrowers whose mortgage loans are owned by FNMA or FHLMCThe member’s mortgage is owned by ***, and therefore ineligible for a HARP re?nanceHowever, in an attempt to accommodate the member’s request, *** will contact the member to determine whether the member is eligible for a re?nance from this institution with a lower rate than her current loan.I trust that you will ?nd this information responsive to the member’s claims.Respectfully,Joseph P***

February 6, 2018Dear Sir/Madam:An extensive audit and review was performed on *** ***’s account to research, follow up on, and address the concerns outlined in *** ***’s dispute related to his loan paymentsWhile we were unable to validate any of his stated attempts to contact PFFCU directly (ie: in-person and/or via phone), it has been discovered that *** *** has recently been handwriting this request below the dollar amount field on the checks he has been sending by mail to PFFCU make his monthly paymentsWe apologize to *** *** for failing to notice these notes; however, it must be stated that this method of requesting payment booklets is inefficient, as these notes were not on a memo line, and in addition, check processing is done mainly bycomputers and not directly handled by staff, and as a result, may have gone unnoticed.Per an account audit, were unable to locate any attempt by *** *** to reach us by telephone in the timeframe provided in his disputeIn addition to this, it appears that *** *** did not update his mailing address with us on the account holding his loan(s) until July 25, It is the responsibility of the member to update PFFCU of any changes and/or updates to personal contact information (such as address changes) so that we may ensure timely and accurate delivery of monthly statements and other documents -- up to and including coupon payment booklets.We have reviewed *** ***’s request with members of the management team in our Consumer Lending departmentThey have confirmed that coupon payment booklets would be not be able to be produced for *** ***’s loans for the following reasons:• One of the loan types is ineligible for coupon payment method because it is a credit line that does not have a maturity date (Personal Line of Credit).• We will not provide coupon payments for bi-weekly frequency; documentation must be submitted to modify the loan to be paid on a monthly basis in order to be provided coupon payments.• The loans are not paid up-to-date.*** *** is encouraged to contact PFFCU by phone at ###-###-#### or ###-###-#### to discuss his loan history and any requested changes to his loans.Sincerely,Danielle D.Call Center Operations Supervisor

*** *** needs to verify with ***s the ACH information that was provided and that shows we received? separate charges from them for $110.?
As? provided before, we have separate trace numbers? for the separate charges that we received from them
Therefore, if ***s sent the charges in error, then they should refund her the fees incurred due to their mistake

October 20, 2017Dear Sir Madam:Police and Fire Federal Credit Union understands that [redacted] is objecting the fee assessed along withour efforts to communicate with him. We offer a variety of payment options to ease the payment process for our members. Payments can be made at one of our fourteen branch locations, If the branch location is not convenient, the following payment options are available:• One-time ACH payment (no fee) a Recurring ACH payment (no fee) g Debit/Credit Card ($10 fee)We are confident that these possibilities give [redacted] an array of choices to meet his needs. We look forward to our continued relationship.Thank you.Sincerely,Danielle DCall Center Operations Supervisor

January 25, 2018Dear Sir/Madam:An extensive audit and review was performed on [redacted]’s account to research, follow up on, and address the concerns outlined in [redacted]’s dispute related to his loan payments. While we were unable to validate any of his stated attempts to contact PFFCU...

directly (ie: in-person and/or via phone), it has been discovered that [redacted] has recently been handwriting this request below the dollar amount field on the checks he has been sending by mail to PFFCU make his monthly payments. We apologize to [redacted] for failing to notice these notes; however, it must be stated that this method of requesting payment booklets is inefficient, as these notes were not on a memo line, and in addition, check processing is done mainly bycomputers and not directly handled by staff, and as a result, may have gone unnoticed.Per an account audit, were unable to locate any attempt by [redacted] to reach us by telephone in the timeframe provided in his dispute. In addition to this, it appears that [redacted] did not update his mailing address with us on the account holding his loan(s) until July 25, 2017. It is the responsibility of the member to update PFFCU of any changes and/or updates to personal contact information (such as address changes) so that we may ensure timely and accurate delivery of monthly statements and other documents -- up to and including coupon payment booklets.We have reviewed [redacted]’s request with members of the management team in our Consumer Lending department. They have confirmed that coupon payment booklets would be not be able to be produced for [redacted]’s loans for the following reasons:• One of the loan types is ineligible for coupon payment method because it is a credit line that does not have a maturity date (Personal Line of Credit).• We will not provide coupon payments for bi-weekly frequency; documentation must be submitted to modify the loan to be paid on a monthly basis in order to be provided coupon payments.• The loans are not paid up-to-date.[redacted] is encouraged to contact PFFCU by phone at ###-###-#### or ###-###-#### to discuss his loan history and any requested changes to his loans.Sincerely,Danielle D.Call Center Operations Supervisor

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:They refuse to mail payment coupons. The reason it is not up to date is  that they refuse to mail payment coupons. That is the whole issue. They took twenty six payments a year from my pay and they should provide twenty six payment coupons per year.  They still have not answered the other question. On the other loan as the balance goes down does the payment go down? They still haven't answered that!!
Regards,
[redacted]

February 8, 2018Dear Sir/Madam:[redacted] received an auto loan with Police and Fire Federal Credit Union on 2/8/2017. As indicated in her dispute, she purchased auto insurance from [redacted] from February 2017 through June 2017. She did not provide PFFCU with new proof of auto insurance coverage once...

her insurance with [redacted] expired on 6/18/17, It is a requirement that all automobiles maintain full insurance coverage during the entirety of their financing with PFFCU. Subsequently, Collateral Protection Insurance was placed on her auto loan on 9/21/17 at a cost of $2,440 on 9/21/2017. Proof of anew auto insurance policy was received by PFFCU on 11/7/2017, and at this time, a partial refund of $ 1,493 was applied back to her loan.Letters requesting updated Auto Insurance information and explaining Collateral Protection Insurance were mailed to [redacted] on the following dates:• July 11, 2017• August 1, 2017• August 29, 2017If [redacted] can provide proof of auto insurance coverage for the period of 6/18/2017-11/7/2017, a refund of $947.00 can be applied back to her loan. The proof of auto insurance covering the period from 6/18/2017-11/7/2017 can be faxed by [redacted] or her insurance agent to ###-###-####.Sincerely,Danielle D.Call Center Operations Supervisor