ComplaintsforFour Corners FCU

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today 3/21/23 I went to use my debit card and it was turned off, I was unaware of any of this happening. I called they said I needed to talk to ******. I spoke with her and ask her to turn it on and I would come in and close my account. She said ok, and never turned my card back on. I keep calling and she would hang up so I called and talked to ********* and she told me to talk to ********. I spoke with her and she said I was told several times about neg. balances. I have direct deposit and figured that it would take care of it. I was told one time in November when they tried to collect an over draft fee on a .77 cent charge that was a debit charge. and she agreed to fix it. And I was told today. There has never been several times. This is very unprofessional as a bank to not let their members know what is going on with their money. My account was not even in the negative and they did this. I have been a member for 6 years.

  Business response

  04/18/2023

   

  BBB,

  If you have further questions, please contact me at ************ or ************ or you may contact me via email ***************************.

  Thank you

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

  We appreciate the bureau’s attempt to bring resolution to this matter.  Four Corners Federal CU wants to make clear that since 1965, to our knowledge, we have not encountered a single BBB complaint.  We pride ourselves on putting member services first and ensuring this Credit Union is commitment to excellence.
  
  Overall, we believe that ****** *******’s complaint has no merit.  We did our very best to attend to her financial needs and issues. Our responses and these specifics are all well documented, but due to privacy related matters, including the Gramm Leach Bliley Act, we have elected not to share those account details at this time.   
  
  Based on the original complaint description, we have included the following response:
  
  ******** ******Member Service Lead-Four Corners Federal CU
  
  Member ********* account had been in and out of good standing since 6/21/2021. She was given a warning on 11/4/22, 1/15/23, and on 03/22/23, but the member refused to correct the behavior. Of the hundreds and hundreds in potential fees, we elected to waive more than 80% of those fees.
  
  On 3/22/23, ******** *****, members services lead, explained to ******* that having a debit card was a privilege and if she could not keep her account in good standing, we would have to close her debit card. She got upset and yelled and said she would be in to close her account that day because she was tired of our services. In response, we elected to close her debit card account. To be clear, her regular share account, often called her membership account, was not closed as her rights to remain a member of the credit union remained intact.  Services such as loans, debit cards, credit cards, overdraft protection and the like, are all privileges and can be revoked at any time for any reason we deem a member to cause a risk exposure to the rest of the credit union members and/or the institution.  
  
  The first date of documented issues with member ********* account was on 06/21/21, and the last date was on 03/14/23. Twenty-nine (29) separate account fees were waived as we put or best foot forward to work with the member.
  
  Sadly, member ******* came in on 03/21/23 to close her account, but there were still charges pending against her available balance so we had to place a hold on all compensating balances.  Once all third party charges have settled, the remaining balance (if any) will be mailed to her or she can come in to pick it up at her convenience.   
  
  On March 21, 2023, Ms. ******* spoke with our teller supervisor ****** ****** and she mentioned that no one ever gave her a warning and that she had no idea her account was causing an issue.  Mrs. ****** explained that she (****** ******) I was the one who spoke with ******** back on November 9th and she (******) had placed a note on her account regarding that conversation.  ******* then changed her story saying because she gets direct deposit she figured her behavior wasn’t a big deal.
  
  ****** then explained that she has a debit card and not a credit card, which means she is only allowed to use the funds that she has available in her account.  Member ******** began cursing saying that our “rules are ridiculous and that she doesn’t know why she is still banking with us and that we don’t know what the f*** we are doing.” 
  
  ****** then explained that her 01 savings account would remain open and that if she was willing to change her habits that we would open her debit card account back up and that she would just need to come into the branch to pick up her new debit card.  The member remained hostile and cursed at our employee and then hung up.
  
  Per NCUA Rules and Regulations, we have certain rules we must follow.  In the face of a hostile member whose behavior can be interpreted as threatening, we can expel, with a member vote, any member.  We elected not to do this, in fact offering to allow member ******* to continue to operate from her regular share account.  To be clear, she has not been expelled.  Only certain services have been withheld.  
  
  Please advise if any additional information is needed in attempting to resolve this matter.  
  
  
  

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