ComplaintsforWinston Salem Federal Credit Union

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3/14/22 I open up my February 2022 statement. I saw that I was charged a $5 fee for undeliverable mail. I have been receiving statements but I haven't open them due to my own discrepancy in regards to saving.I recently moved again and decided to open statement. I immediately called to update my address which is weird because US postal service was forwarding my mail. I confirm how many times I had been charge as I only make deposits to that account and mostly ACH. I spoke with precious, explain and she was unwilling to assist and very unprofessional and advise me that everyone in a meeting and call back later. I was upset and escalated the call as I previously waited on hold for 20 mins for someone. Precious then transferred me to Bobby who took my information and advise Wallaha who is over the fee's will call me back as I accrued 12 $5 fees. A total of $60. In few hours Wallaha called me back and apologized about the poor service without care but told me to bring statements in to show proof that I was receiving them. I told her I had Feb and the others were tangled with boxes from move. I also advised I live in Greensboro and not in WS and she did not care. I informed her she made me so upset that I got off work and drove to WS. I do not recall ever agreeing to pay a fee for not updating my address. It is breath taking to charge that in the pandemic when everything is going up with inflation and I was unaware. Wallaha offered to return half which is $30. I then ask her to close my account. I closed the account with ending balance of $5662.71 in cash. I feel this bank still owes me $30 as they took from my savings without my knowledge. She did not take in to consideration at all how hard I have saved over the years, my location and the fact I was not aware of such a surcharge. In fact I feel that fee is unfair Practice and taking advantage of people that work hard in the community. This bank caters to middle class and I assume they would protect me and I was wrong

  

  Business response

  03/31/2022

  Hello, Ms. Neal,

  In our Truth-In-Savings disclosure on page 4, it lists the credit union's fee schedule. Ms. ******* received this information, along with other disclosures, on the day she opened her account. Ms. *******'s address has been incorrect since May 2021; therefore, she was charged an "Undeliverable Mail" fee. In her statement, Ms. ******* admits that her mail was being forward by the post office. It was her responsibility to change it with us as well. There was a discrepancy in her claim that there were twelve (12) $5.00 fees. Actually, there were ten (10).  Since receiving this complaint, I have spoken to our CEO, and he decided to reimburse her the remaining $20.00, not $30.00. Also, I spoke with Ms. ******* today, March 31, 2022, and informed her of our decision. I got her correct address and the credit union will be mailing her a cashier's check for the remaining fees. Please let me know if I need to provide any additional information.

  Sincerely,

  Shelby P*****
  

  Customer response

  03/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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