ComplaintsforCredit Union of Denver

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved from ******** to ***********, ** recently and have a car loan through this business. My car was totaled as a result of a flood on Dec 4th. My insurance provider has been in contact with Credit Union to finalize paperwork in order to pay off the car and use gap insurance.One week after the car was deemed a loss (Dec 11th), insurance sent a Letter of Garuntee request form needed to send the paycheck off, which I have the email saved. I called Credit Union on Dec 27th, asking why my account was still open. They said I need to call insurance to send the Letter of Garuntee request form. I state this had already been done and that my account should be near closed. The woman rudey stated they had not received this and I needed to contact insurance again.I called insurance who confirmed they had been in contact with two individuals, where they provided a different email address than the one they had previously sent off to. Insurance calls Credit Union directly, I get a call back from insurance after. They request the form be sent to a third, seperate email than provided at any other point in time.The reason for my complaint, is I was told on ***** I need to pay for my loan the month of December because Credit Union has not recieved a check from insurance. However, insurance has received three seperate email addresses and have been requested multiple variations of the LoG Request Form so insurance has been handling their end, but Credit Union has not. I paid this month so I was not late and ineligible for gap insurance but I find it incredibly frustrating that this process has taken three weeks just to send of a request form because of a lack of communication within the business. Anytime I've spoken with a representative I've been told to call insurance and tell them what CU needs, rather than them communicating directly. I don't find it right that I'm responsible for payment when this business has not gotten their check because of their lack of organization

  

  Business response

  01/12/2024

  To whom it may concern:
  The complaint (********) by **************** has been reviewed.  The credit union disagrees with the timing version of what occurred. As will be noted below, the insurance company notified us early on in this process at the correct email address. 

  The credit union was notified by **************************** on 12-08-2023 that **************** had been in an accident and that they were considering her auto to be a total loss.  They contacted us to get a payoff.  The payoff was quoted, and the insurance company was advised that we needed a copy of the Valuation Report, a Settlement Breakdown and a Letter of Guarantee. These are standard documents and the insurance company agreed to provide those documents to us.
  

  State Farm sent over the Valuation Report and the Settlement Statement the same day (12-08-2023).  From the receipt of those documents, the clients insurance company had the correct contact email to forward us all the documents.  A Letter of Guarantee was not included with the other documents sent to the credit union.   A letter of Guarantee outlines what each party involved has (will) agree to do related to the transaction and is used as an agreement, so all are parties are on the same page.  At that time, the credit union was waiting on the borrowers insurance company to complete the set of documents.
  

  State Farm ultimately sent the credit union a Letter of Guarantee on 12-26-2023. The document was unfortunately incomplete as it did not include a dollar amount.  State Farm was contacted.
  

  State Farm sent a revised Letter of guarantee on 12-27-2023.  The form was completed and returned to State Farm by credit union staff on 12-28-2023 with a fax confirmation that it was sent and received. 
  

  Having not heard back from State Farm,the credit union contacted a State Farm customer service agent on **********.  A verbal confirmation was received that they did have the required documents and noted that a check would be mailed out on 01-08-2024.
  

  The credit union received a check from State Farm on 01-10-2024 dated 01-05-2024. The payment from State Farm was credited to the borrowers loan on 01-10-2024.
  

  The borrower had forced place insurance, due to not listing the credit union as lienholder, which was refunded in full on 01-11-2024 which paid off the loan in full.
  

  The credit union worked diligently by being proactive in reaching out to the borrowers insurance carrier to assist the borrower in getting the loan paid off.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  *************************** ***** is deceased and the Credit Union of Denver is "holding" the last $6+ of her funds. They will not release the funds (to her estate) since they say that they need an "original" copy of the Death Certificate (a photo copy has been provided). The problem is that an original costs $12 and there is only $6+ left in the account! The account number is: *******. Please see attachment and release the funds to the estate (PO Box ****** ********* ** 80127-0005).

  

  Business response

  08/11/2023

  The complainant listed here is the name of our deceased member so we have no way of knowing who submitted the complaint.  We are in contact with the beneficiary on the account to get this resolved. We are willing to waive the requirement of having an original death certificate due to the dollar amount remaining in the account, however this is an exception and not common practice. Each institution has certain procedures that are followed to ensure the correct distribution of funds from a decedent's account. The ********************************************* has an obligation to the membership to adhere to sound policies &procedures. Personal contact with the Decedent Representative was offered twice and we were not provided with a phone number as all correspondence was done through email which was initiated by the beneficiary through our secure email system. Please let us know if you require anything further. Thank you. 

  Customer response

  08/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************** *****

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I disputed a charge on my credit card with the Credit Union of Denver in early June, 2023. I've had to call several times and ask for an update because *** will not take any initiative to provide updates to their members. I asked to speak with a manager and was transferred over to ***************************. I explained that I had disputed a charge at a restaurant because it appeared the server added an additional tip amount that I didn't authorize. This is fraud! *** does not take these kind of disputes seriously. The manager has downplayed this dispute as an "overcharge" which frankly is quite concerning to hear from your financial institution. I sent the manager a copy of my receipt from the merchant which included the original tip amount and was told it would be added to my file. I was also told I would be receiving a form to fill out. I received the form via email on June 18th. I filled it out, included an additional copy of my receipt from the merchant, and then emailed it back on June 20th to the email I received it from, *************************** I did not receive any confirmation so on June 22nd, I forwarded the attachment again to an additional email that was on the form, ****************** and asked for confirmation that the documentation had been received. Once again, zero response. Then on June 28th, I received a threatening letter from *** in the mail stating that I failed to send them additional information regarding the dispute and that I have no chargeback rights and my case is closed. I reached back out to the manager via email on June 28th regarding the letter, and was asked to provide proof that I sent over the required documentation. I emailed her a screenshot on June 29th showing two emails with attachments to the above email addresses and was told she would look into it. I've heard nothing back. The *** is unprofessional and very disorganized. They are doing a disservice to the local community and should be held accountable for their actions.

  

  Business response

  07/14/2023

  On June 1, 2023 ************** disputed a charge with our Card Processor.  She indicated that she had been at a restaurant and the charge of $102.74 was not the authorized charge of $94.37 ($86.87 plus $7.50 tip) resulting in an overcharge of $8.37.  The case was forwarded to the dispute department.  On June 13, member called back to the processor and asked for a status update and for her dispute to be escalated.  The member spoke with the manager, **************, and forwarded a copy of the receipt showing the authorized charge of $94.37.  On June 14, **************submitted the ticket to our processor with a copy of the receipt for review.  The processor sent a dispute form to **************,which was completed, however the information was not appended to the dispute with our processor, so the processor closed the case due to insufficient response.  The member called **************, on June 28, requesting an update, and it was discovered at that time that the case had been closed, and that the processor had not added the supporting documentation to the dispute.  **************contacted the processor on June 30, after receiving the additional supporting documents from **************, and the processor reopened the case.  On July 5, an adjustment for the overcharge of $8.37 was processed, and a letter sent to ***************  We were notified of the adjustment the same day we received this complaint to the BBB. Disputes can take up to 120 days to be completed, and we notified the member of resolution as soon as it was completed.  

  Thank you. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Got a loan through this company through *********. This is the most criminal and predatory company I've ever seen. They send me my loan bill at the same exact time they send me a late notice. And now, they decided to buy an insurance policy on the pile of garbage truck I was sold. I've been insured since day one of ownership, and now they are charging me another $2100 for an insurance policy against my will. If this isn't reversed, I will be contacting an attorney. There is no way this is legal.

  

  Business response

  06/30/2023

  RE:  *******************
  BBB complaint 20240236
  
  To whom it may concern:
              ************* purchased a vehicle from ********* on February 4, 2023.  Credit Union of Denver funded the loan.  Mr. ****** due date for this loan was set for the 21st of each month with first payment being due on March 21,2023.  ************** did complete his first payment on March 21st however did not make a payment in April 2023.  Credit Union of Denver then sent out a late notice on May 16, 2023, for Aprils past due payment which is five days before the **** due date and would have been received by ************** around the same time as the bill for **** payment. ************** did not make the second payment on his truck until May 22nd.  This is why ************** received a late notice and bill around the same time.  

  
  Credit Union of Denver has reviewed the insurance information and have determined that Credit Union of Denver was not listed on the insurance policy as the lien holder as required by the contract.  This would have been Mr. ****** responsibility to notify his insurance agent of both the new vehicle and that the vehicle was financed with Credit Union of Denver.  ************** was notified by mail on April 27,2023 and May 25, 2023, regarding this information, with no response from ************** to get corrected.  At that point, with no response by the borrower, the Credit Union did add our own policy to cover the vehicle as overtly outlined in the contract. 

  
  Upon receipt of the BBB letter, Credit Union of Denver did contact Mr. ****** insurance agent on 6/27/2023 and asked if we could be added as lien holder (************* did sign an Agreement to ***************** Form at loan closing) which allowed us to contact the insurance company. That is not our normal process as we are not the policy holder, only the lien holder.  The agent did agree to add us as lien holder at that point but did note they prefer to hear from their customer, and not normally us.  Once we were listed as lien holder, we were able to cancel the forced place policy we put in place.  With that update from the insurance company, ************** will receive a full refund on the added insurance of $2,168.00. 

  Thank you for your time and assistance in this matter. 

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $5000 car in 2017 . Credit Union of Denver financed it. I couldn't keep up with the payments and I called them to ask them to come repo it. They did. I was not aware of the repo process. They sold the car for an undisclosed amount and came after me for the difference. They have gotten so much money for this car. I would like someone to look into what they did if it was legal or not. I think they are ripping off the middle class consumer. They started garnishing my wages. I have paid them so much money and started getting behind on my rent and all my other bills. I called and asked them to settle with me and this chic, ******* refused. They did however change the garnishment from 20% of my paycheck to a flat 150 per check. well adp messed up and closed the order. I asked her again to settle with me and again she refused. She then revoked the 150 because she said I didn't keep up with the terms so now they are in line to start to garnish again. They have gotten at least 2k over what the price of the car was. This is not fair and it's not right and it seems very fraudish. Can you please look into this for me? It may be legal what they are doing but it's certainly isn't right and it's s******* the middle working class. Loan is under ************************* from: Credit Union of Denver (vinci lawfirm)Car was ***** Equinox Price of car was $5k with a $1k so car should have been $4k plus tax and fees Payments they rec'd: all my monthly payments up to when the car got repo'd...the money from the sale of the car...the money they garnished from my paychecks =$350 Last 4 of SS: **** Is this something you can look into?

  

  Business response

  05/04/2023

  ******************** purchased a vehicle in 2017 (10-17-2017 to be exact) with Credit Union of Denver financing that vehicle.

   

  Ms. ********* statement that it was a $5,000 car is incorrect.  The purchase price of the vehicle was $9,498.  In addition to the purchase price--ancillary items such as Dealer Handling, filing fees and all applicable sales taxes were added to the contract.  The amount of those items totaled $1,459.47 for a total of $10,957.47.  ******************** had a cash down payment of $1,500 and a trade-in credit of $1,000 resulting in an amount financed of $8,457.47.  That coincides with the amount listed on her loan contract under Amount Financed.  ******************** would have been given a copy of the contract and all supporting documentation when she closed on her loan at the dealership.  It is also noted on the contract that the Total of all Payments, which would include interest, was listed at $12,046.86.

   

  Ms. ********* vehicle was repossessed in March 2020 due to payments not being made.  A repossession fee of $750 was added to the loan balance at that time. This vehicle was not voluntarily surrendered as ******************** stated but was ultimately an involuntary repossession that entailed additional expenses such as locating the vehicle and having a new key cut for the ignition.  The addition of the fees to the balance of the loan is contractually allowed as noted under Additional Provisions as noted on the back of the agreement to which ******************** agreed. 

   

  The vehicle used as collateral was ultimately sold at auction in July 2020.  The vehicle sold for a net amount (after auction fees of $105) of $2,295.  That left a principal balance owing to the credit union of $5,201.93 and a payoff balance of $5,767.12. The credit union sent ******************** a deficiency notification letter on August 25^th 2020 outlining what was still owed after the sale of the collateral as well as a statement of sale proceeds.

   

  Ms. ********* unwillingness to work with ** for repayment of the deficiency balance precipitated ** sending the loan to a collection law firm in September 2020.  The amount sent to the collection law firm (****************, LLC) was the principal amount of $5,201.93 and accrued interest of $632.98 for a full amount of $5,834.91 at that point.

  Ms. ********* unwillingness to either pay or cooperate with the collection agency resulted in ****************, LLC filing a complaint with County Court, Boulder County, ******** in December 2020 (Case 2020C32333) for collection of the deficiency balance on behalf of Credit Union of Denver. 

  A formal judgment, in Credit Union of Denvers favor, was filed against ******************** by the County Court, Boulder County, ******** in April 2021 in the amount of $5,021.93 principal and $1020.85 interest, $350.00 Attorneys fees and $92.00 in court costs for a total judgment of $6.664.78.  The judgment also specifically added post-judgment interest to accrue at *****% per annum until paid. 

  The collection firm originally had an agreement set up with ******************** in Late 2020 and early 2021 for electronic payments to be taken out of her account but unfortunately most of those transfers were returned and not paid.  At that point there was no other option to regain any deficiency funds from ******************** but to garnish her paycheck through her employer since we were not getting paid voluntarily. 

  The ledger from Vinci Law Firm, LLC shows that from when they received the account in 2020 to current the member has paid $4807.52 in total via direct payments and garnishments with member still owing $3779.19 which includes accumulated interest, legal fees, and court costs. 

  We have no information related to the borrower asking for or proposing a settlement. 

  Both the credit union and the law firm are required to keep detailed records of payments associated with any collection account.  The credit union did review a copy of the ongoing ledger for ******************** from Vinci which is where some of this information came from.

   

  We unfortunately are not able to accommodate any of Ms. ********* desired resolutions except for the explanation of charges request.  That information was ultimately provided above. 

   

  Hopefully, the above information provides your office with enough information to review and evaluate Ms. ********* complaint. I would be happy to provide any and all additional documentation you might require (with Ms. ********* written release authorization) for review. 

   

   

  Sincerely,

   

  *************************************

  President/CEO

  Credit Union of Denver

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have missed a few payments on the account just recently. After reviewing my credit report they reported my account as closed. I spoke to a gentleman in loss/collections and he stated that the minimum of $293 was due and the account is frozen but not closed. He stated that is what they do when you havent made your minimum payment, I did make $100 payment. I filed a dispute and it was correct. I went into the credit union today and personally spoke to a member service rep who stated it was but closed. She kept trying to blame it on the the new issuance of their new card sent out back in March. She also spoke to another rep in the loss/collection department in front of me and they could not figure out why its reporting as closed. They did not want to believe me that their rep stated this is what they do, and my credit report reflects that truth. I also made a payment on that card and was handed back the card, if it was closed most banks would have taken the card. This has affected my credit score very negatively and is plain out wrong to do to people. I feel I should get a lawyer.

  

  Business response

  04/15/2024

  Hello,
  Credit Union of Denver completed an audit on Mr. ******* credit card history. **************** became delinquent in October 2022 for non-payment, and we did report **************** 30 days delinquent to the credit bureaus. In November 2022, **************** was then reported 60 days delinquent due to missed payments for October and November.  On December 22nd, 2022, **************** did make a $100 payment however this did not fulfill the minimum payment requirements for October, November, and December 2022, this did cause another 60-day delinquent reporting to the credit bureaus. Due to the minimum payment requirements not being made during these three months, Mr. ******* card was frozen not closed. On January 27th, 2023, a $400 payment was made towards the credit card which brought credit card current. Since payment posted covered delinquent amount, credit card status was changed from frozen to active.
  Additional missed payments after his last $400 payment in January 2023, resulted in closing the card and charging off his owed amount.
  Thank you,
  Credit Union of Denver 

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I applied for a Home Equity Line of Credit with the Credit Union of Denver. We were approved, however there was an issue with the property being listed under a nickname. CUD informed me I needed to file a Quit Claim Deed with the county to correct the problem. I did as requested, yet it still wasn't enough. They decided they didn't like the Quit Claim Deed and wanted to add an additional $1,200.00 to the loan so they could get a title policy. As a result, we were not able to complete the loan process.My complaint is that we waited a month for this loan to go through. I did as requested and they tried to get money out of us on top of what we would owe for the loan. Our credit takes a negative hit when a company runs a credit check. Now we have to look for another loan company and will take a second hit to our credit.

  

  Business response

  05/04/2023

  I am in receipt of the complaint # ******** filed by **************************************** dated January 10th, 2023.  The crux of the complaint is ******************* is alleging that we had unreasonable loan demands and higher than necessary fees.  I have reviewed the relevant records regarding Mrs. ******** loan application and supporting documents with the appropriate credit union personnel.  We staunchly dispute the allegation and believe that the extra stipulations and cost was solely due to the factors that ******************* brought on herself back in ****, which is described below. 

   

  ************************************* and Mrs. ************************************************ (as noted on a ******** Drivers License) applied for a ***** with the ********************************************* on **********.  The loan was for $15,000 for the stated purpose of purchasing new appliances and was approved by our underwriting department on the same day (11-16-2022).  Due to the small amount, and good credit history, the loan was approved with several normal verification and closing requirements such as Verification of Income, clean title chain, a Combined Loan To Value limitation, verification of any outstanding mortgages, etc.    

   

  Due to the small dollar amount of the request, there were to be no initial costs for the loan when originally approved by the Underwriting Dept.  Although there were no costs associated with this request at the time of approval, our early disclosures (sent 11-18-2022) do include a form titled Important Terms of our Home Equity Line of Credit.  This form provided to all potential borrowers does disclose in the Fee section that In order to open a line of credit, you may have to pay certain fees to third parties.  These fees generally total from $0.00 to $1,500.00..

   

  The loan packet was forwarded to our Processing/****************** and picked up by a processor on 12-20-2022.  Once the loan packet was received by this department, an O&E (Ownership and Encumbrance) Title Chain Report was pulled from a local title company to confirm ownership, outstanding liens, open judgements, any Lis Pendens, etc.  In reviewing the title paperwork, it was determined that the property in question that was to be used as the collateral for the ***** was transferred to ************************* AND *********************** on September 01, **** via a Warranty Deed.  At that point, the question arose as to who *********************** was on ownership title to the property (vs. the *********************************** that applied for the loan).  We did contact ******************* at that point, and she informed ** that it was simply a nickname that she uses.  As we were unsure if *********************** was possibly a mother, sister, ex-wife, etc. we did ask for any documentation that **************************************** could provide that she was indeed *********************** and she stated she didnt have any documentation to multiple levels of staff because it wasnt her legal name.  Given that a Warranty Deed is a legal document in the state of ******** for the transference of property, it was strange that a legal name would not have been listed on the document.  ******************* requested that we simply take her word that she was indeed ***********************.  Unfortunately, under regulatory constraints put on ** from The Customer Identification Program (CIP) under the ******** Secrecy Act (BSA), and The *** Patriot Act to name just a few, we were unable to accommodate that request from ********************  Please note that any credit union personnel referring to ******************* as **** through this process, which was done at her request, doesnt legitimize any aspect of what she prefers to be called as it was simply an accommodation for the borrower.   

   

  To assist the potential borrower, we did reach out to our title company and showed them the Warranty Deed and the Quit Claim that the borrower had filed.  They reviewed the two documents and stated that they agreed that there were title chain and documentation errors but would be willing to see if they could directly assist the borrower in correcting both the past Warranty deed and the newly filed Quitclaim Deed.  For that service, we were quoted a total cost of $1,225 from the title company.  That is a pass-through cost to ** and does fall into our disclosed potential charges for the borrower which we informed ********************  The credit union considered this to be a changed circumstance as it wasnt anything that could have been determined prior to looking at title documents.  ******************* declined to go that direction and withdrew her loan request and stated she would go elsewhere. 

   

  We unfortunately are not able to accommodate Mrs. ******** desired resolution.  The FCRA (Fair Credit Reporting Act) strictly requires ** to accurately state credit reporting information related to our borrowers.  The fact is that Mr. and ******************* applied for a loan with the credit union and in that process, credit was pulled, and an inquiry was noted on her credit report is accurate.  We have no legitimate reason to ask the Credit **************** (CRA) to remove that inquiry notation as the ******** did apply for a loan.  Ultimately, that wouldnt be our decision anyway since we are not the entity reporting her inquiry as that falls on the Credit **************** which also has a legal responsibility to report that information.  As per their score potentially dropping.  We only pull from one repository, which would leave two other CRAs that dont have our inquiry to pull from.

   

  Hopefully, the above information provides your office with enough information to review and evaluate Mrs. ******** complaint. I am certainly happy to answer any further questions you may have regarding this matter, and I will be happy to provide any additional documentation you might require. 

   

  Sincerely,

   

  *************************************

  President/CEO

  Credit Union of Denver

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in December of 2021, I filed a credit card dispute with the Credit Union of Denver whom I have a Mastercard with for $789.64.Initially, I did everything they asked me to do to start the dispute process. I submitted photos, copies of emails, and a written letter. I heard nothing for weeks and by then it was ******** I reached out to them and found out that they had lost my documentation. I also found out that I had been given the wrong case number twice!I was initially told that the dispute process takes up to 90 days. But that has clearly not been the case. No one has ever responded to my emails and I've never received any kind of written documentation in the mail. I've called repeatedly to find out answers and was informed over two months ago that I had won the dispute after it went through arbitration and was approved for a refund on April 25th. I have since kept calling and asking where the refund is. I have called and asked for a manager to call me back and have not gotten a call back, so I decided to go into the credit union and speak with a manager but was just given excuses as to why no one was available. I demanded a call back that day before leaving the Credit Union and received a phone call from an extremely rude person who said I am going to get my money back, and that it takes a while.I have since called several times and spoken to customer service representatives. One representative told me it takes 45 to 60 days to get the refund. I told them the 60th day was approaching soon and they told me I should have my money by then. 60 days has passed since April 25th and I still have no refund. I have no written documentation. I still can not get a manager to call me back.I believe I am being lied too. This seems criminal at this point. This has been ongoing for 7 months. I've been a member for over 10 years and this was the first major dispute I had ever filed with CUD.

  

  Business response

  07/01/2022

  We appreciate the opportunity to respond to our member's complaint.  After researching the complaint, we found much of what ************** states is true:
  
  ************** filed a credit card dispute with our card processor on January 3, 2022.  She was given provisional credit for the two disputed charges on 1/4/22 and notified on 1/5/22 of the provisional credit. 
  
  On February 16,2022, the merchant re-presented the charges, and it appears that our processor failed to notify her of the re-presentment, as they should have. 
  
  On February 18,2022, the provisional credits were reversed, but our processor also noted that the merchant had failed to provide valid remedy for the dispute, so they began pre-arbitration on behalf of our member. Pre-arbitration can take up to 60 days. It does appear that our processor was not communicating with ************** and she sent an email to our processor on the 23rd of February,letting them know that she was concerned because she saw the charges reappear. 
  
  On March 10, 2022,************** called our processor.  Our processor advised her that the merchant had failed to provide remedy for the dispute, and that they had initiated pre-arbitration and it could take up to 60 days for resolution. 
  
  On April 25, 2022,our processor was notified that the merchant accepted the pre-arbitration, and we were waiting for MasterCard to release the funds. 
  
  On April 27, 2022,************** called our processor and was notified of the acceptance of the pre-arbitration and told we were waiting on MasterCard to release the funds and was advised it would take between ***** days. 
  
  On June 14, 2022,************** called our processor.  She was informed again that she had won the case and that we were waiting for MasterCard to release the funds.  She should expect the funds by June 25, 2022, which would be 60 days from the acceptance by the merchant.  ************** asked for this in writing and our processor complied. 
  
  Up to this point, Credit Union of Denver was unaware of the situation.  The member was communicating directly with our processor.  We became aware of the situation when we saw a 1-star ****** review, and we reached out to the processor on June 14, 2022, to see what we could do to escalate the issuance of the credit.  We responded to the ****** review asking ************** to contact us directly, but see that our response has not yet been posted to the review.   
  
  On June 27th,************** called our processor, notified them that she still had not received her funds, and asked to speak with a supervisor.  She was told that a supervisor would return her call in ***** hours. 
  
  On June 29th,the credit was issued to **************. 
  
  ************** states that she came into our branch,but we are unable to find any record of contact or communication with her via phone, or in person.  We researched our lobby sign-in software, our core system where we track member issues or problem resolutions, and our internal card system. It appears to us that all communication surrounding this dispute was with our card processor.  We acknowledge that our card processor is our representative, and it appears that there was a marked failure of communication from our processor to ************** throughout the dispute process.  Though we are glad the credit has finally been issued to her, we regret that it was not done when promised.  This level of service is not acceptable to us, and we are working with our processor to improve the communication with our cardholders throughout the dispute process.  We greatly appreciate ************** and the BBB bringing this to our attention so we can address this shortcoming.  We humbly apologize for the lack of communication and would welcome the opportunity to apologize directly to ************* and to see what else we can do to improve her experience.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩