Public Service Credit Union

Complaint: ***
I am rejecting this response because: You are repeating what I have already stated and ignored everything else. I have received your letter and I am rejecting that too. I have laid out options that are extremely reasonable, so do not say there are no further options available. This is an agreement between the two parties and can be negotiated that way. Therefore you are showing that you are choosing not to negotiate instead of there really being no more options available. This is also a strong case for illegal repossession. I have tried to explain this and I keep getting interrupted. I have notified your agent that a right of cure letter was never sent to me, and the response I received was, "Then you should check with your postman" and "You may not have known what it was." I have no idea how to explain how wrong that is to say. If I send a check by mail to the bank and the bank doesn't receive it, how do you think those responses would be taken at the bank? So no right of cure letter was ever sent, and if you try and say the system shows there was one sent, well then someone messed up and didn't send it. I have gotten other correspondence from you and there's no way that letter would have been lost in the mail. Either way it was PSCU's responsibility to get the letter to me, and PSCU failed that. Also, let's not forget that repossession is supposed to be a tool ONLY in the case of the lender not being able to get their money back. I have not shown that at all, but shown that I didn't feel the payments were correct. I was right in the end, but I am being burned by the mistakes of others. Either way, I have not shied away from the responsibility of paying back the loan therefore repossession is just ridiculous. In the end, PSCU will lose money if my car is picked up and sold. I have never seen a business care more about losing money than making money. The only way to make money from this is for both parties to come to an agreement. So illegal repossession and unwillingness to work with clients spells stay away from this company as much as possible
Sincerely,
*** ***

If you can provide adequate proof of physical damage insurance for the time frame of July 29, to September 17, 2015, the remaining CPI premium may be refunded and monthly payments may be adjusted Our insurance department indicates that adequate proof of insurance was not received in
order for us to adjust the insurance that was added to the loan. We did verify the proper coverages were not in placed from July 29, to September 17, this was verified by *** *** during a callOur insurance department was notified of personal insurance coverage by *** *** effective September 17, 2015; the CPI certificate was cancelled and a refund of $5,was issued

Initial Business Response /* (1000, 5, 2015/10/26) */
Re: Revdex.com CASE#: XXXXXXXX
We have been in contact with Mr*** and have discussed his payment options for future paymentsWe have corrected all late fees, late payments, and credit bureau reportingMr*** was satisfied with the
outcome
If you have any questions, please contact me directly at XXX-XXX-XXXX
Thank you,
*** ***
Member Relations Director
Public Service Credit Union

A member of PSCU's loan operations team contacted *** *** and spoke with him about his loanPSCU has made arrangements to address *** ***'s concerns, and we believe this matter to be resolved

Complaint:
I am rejecting this response because: You have been provided documentation showing insurance with *** *** during that time on multiple occasions for Comprehensive & Collision
Sincerely,
*** ***

Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My husband and I spoke with someone at the *** branch***Was his nameWe will still be moving our business some where else as this never should have happened in the first place and then because of the way it was handled and the way we were treated by customer serviceI'm glad to have our money back but it never should have happened.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the credit has has not posted for this charge
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/25) */
At Public Service Credit Union our members are our number one priority, and we do not have any practices which, in any way, are intended to profit at our members' expenseThe member's concern has brought to our attention an oversight with the
member's accountWe have updated the preferences for the Courtesy Clear pay program, which they may modify at any timeWe have refunded the assessed fees to the account, and we look forward to continuing our service to their family

PSCU staff had multiple conversations with *** *** regarding his financial circumstances and his request for accommodationsHowever, *** *** is not eligible for accommodations due to factors that cannot be disclosed in a public forum without violating *** ***'s financial privacy

PSCU cannot comment publicly regarding the details of *** ***'s situation; however, there are numerous factors which make him ineligible for the accommodations he has requested

Although the vehicle was not damaged during this time, the vehicle is required to have insurance coverage that is provided by the borrowerPer *** ***, there was no coverage in place from 07/29/to -09/17/If the member can provide us with documentation that there was coverage during that time, we can review the documents and have the correct adjustments madeAs stated in our Agreement to Provide Insurance document that is included in loan contracts, we will have Collateral Protection Insurance (CPI) is placed on our behalf to protect our interest in the vehicle

A representative from PSCU contacted *** *** and discussed her concerns with herPSCU believes this matter to be resolved

Complaint: ***
I am rejecting this response because:I received my refund for $3,for CPI insuranc4e on my account, PSCU charged me the $on 2/25/also and this was not removedI would like this removed and the interest accrued on both amounts which was not credited to my accountI have sent them my insurance documents, they have my insurance information and are adding fals charges to my account.Credit the CPI insurance from 2/25/for $367, and also the interest accrued from the $367.00, and also the $3,
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2018/01/10) */
On 12/22/Customer called our office after being referredCustomer stated he lived in a mobile home and he tried to convert the water heater from natural gas to propane himself and now the water heater was inoperativeWe explained the danger
to the customer concerning gas conversions to appliancesWe offered to replace the water heater but the customer declinedCustomer explained that he owns properties and does the repairs himself and he was confident the water heater was okay, and that it needed to be converted from natural gas to propaneI explained to the customer that we will check local stock and get back to himAbout an hour later we called the customer back and explained that we had to order the parts from the manufacturer and when we received them we would notify himOur original guess according to our supplier would be 12/26/so we set a preliminary appointment for 12/27/On 12/27/I called the supplier who called the manufacturer and told us the part was back-ordered, and that the manufacturer was closed for the holiday until after Jan 2ndManufacturer informed us and the supplier that the earliest would be Jan 5th if we were luckyI called the customer on 12/27/and explained this and he was rather irritated at the timeI explained that we went above and beyond trying to locate the parts and he was cordial and said he understoodOn 1/4/the customer called and spoke with ***He was very verbally abusive even cussing at herShe called me and I called the customer explaining that we will not be able to help him, to call someone else and not call us again
This customer called us a liar, verbally abused my receptionist, called the supplier himself trying to get the part out from under us, tried to add his name to our account so he could get notificationThis customer never mentioned he had an elderly person living with himHe told us his mother was in charge of paying the bills as we had to speak with her to get a credit card on fileHis mother resides in Hawaii and California and does not reside locallyI'm not sure what he is speaking about with regards to elderly abuseI had several conversations with this customer explaining that we were doing everything we could to help himOn several occasions he apologized for his "miscommunication"He never took responsibility for his rude demeanor
We chose not to service this customerHe is not a customer of oursWe have had no financial transactions with this customerI don't understand why this is even a case if we never serviced him
Initial Consumer Rebuttal /* (3000, 7, 2018/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My mother doesn't live at the property Full-time
she happened to be out of town at the time of her call the office manager receptionist was verbally abusive to my elderly mother,,
Now the part has come in and he (***)refuses to give/sell it to me he has not returned her phone call nor text just left mom & I(hanging) ..again I have ordered the part and it will come in next week and I have hired another company with a very good reputation to put in the part for my elderly mom and I ...had to order it myself but what was supposed to take a few days has now taken weeks !! we have been without hot water in the middle of winter for going on a month ,,
I tried to be kind to his receptionist I tried to be polite I never used any vulgarity I don't use any profanity with anyone!!
I believe in kindness and being polite I explained to *** I felt bad about the misunderstanding and was still willing to work with them ..I would not suggest anybody do business with this company I am not the only person that has had problems with themas mentioned I have properties in the Reno area and we will not be doing business with straight up plumbing nor will they ever get a referral from the company that referred them to me which is also a three generation Nevada company ...If they attempt to charge my mother's credit card I will keep you guys informed thank you for the heads up and thanks for bringing this unfortunate situation to the surface James Cistone and Nona Marigold
Final Consumer Response /* (2000, 8, 2018/01/16) */

PSCU has reviewed the records of all communications with *** ***, and the information communicated in the prior response was accuratePSCU attempted to contact *** *** to attempt to resolve her remaining concerns, but *** ***'s representative stated that she did not have time to discuss the matterPSCU representatives will continue their attempts to contact *** ***

A PSCU representative was able to contact *** *** and confirmed that PSCU has received the necessary documentationPSCU believes *** ***'s issue to be resolved

***,The Guarantee Asset Protection policy that was purchased does not cover unpaid payments or late fees on the vehicle loan, including the outstanding balance described in your messagePublic Service Credit Union will mail a letter today explaining the details of the policy settlement
summaryPlease contact us with any additional questions you may haveA direct contact will be included in the letter mailed today. Thank you,Public Service Credit Union

Complaint: *** I am rejecting this response because: Unfortunately my complaint was not regarding my issue with my debit card on my account it was in regards to the Assistant Manager of the South Kipling BranchI was lied to on specific occasions by the Assistant ManagerThe 1st time he said I would have to come back in a weekday to speak with the proper personWhen I came back in on a weekday he told me that I had to speak with the higher ups and that they don't speak to customersI asked him if u could please speak with his manager because he told me I should take my money out and go to another bankHe then told me he was the highest person at that bankI felt this was very unprofessional and did not resolve my original problemI asked a girl at the bank if she could please have someone higher up call me and she said they wouldThe Assistant Manager guy had me in tears by the way he spoke to me and the fact that he acted like I didn't matter as a customerI have not cried in years since my husband passed away and that guy pushed me so farI called headquarters and spoke with a woman about the employees behaviorShe gave me his name and told me that in fact he was not the manager, but the Assistant Manager at that branchAfter waiting hours for a callback and not receiving one, I went back into the bank branch and asked a banker if incould please speak with the manager as I needed some kind of resolutionHe proceeded to introduce me to the branch manager who was a nice womanI asked the woman why the Assistant Manager said he was the highest person at that branchShe said she was in a meeting so he was the highest available at that point in timeWhy couldn't he just tell me thatThe manger then proceeded to call *** in loss prevention and she explained the situation with my debit cardSome of her statements were untrue regarding checks deposited by phone as I have never deposited a check by phoneHer and I came to a this is the way it is so I have to accept it resolutionI told her I would be transferring all of my employment direct deposits elsewhere so I can access my fundsI have a small deposit that goes into PSCU as well and will leave that one there to pay my credit cardI am not satisfied with the overall outcome of their decision with my debit card but can understand why they put a hold on itI just don't understand why I was lied to and treated so rudely by the Assistant Manager and that the loss prevention said I would never be able to use my debit card at their bankI could understand a probationary period or something, never is a very strong term and I feel it was an unnecessary recourse to use on their own customersSincerely, *** ***

PSCU contacted *** *** and refunded the amount that should have been provided to her*** *** indicated that she was satisfied with PSCU's resolution of her complaint

PSCU reviewed Ms***'s request and credited her account for the $promotion on April