ComplaintsforAloha Pacific Federal Credit Union

• Initial Complaint

  01/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Account: ****** Someone from your Honolulu, Hawaii Branch is working with a local company doing a little dirty banking. Employees are developing side jobs for these ghetto communities offering options to allow multiple fraudulent charges on my New Credit Card Company. Your call center employees are affiliated/Family members including ********************** here in Hawaii. May I ask for you support to contact your "Executives" to help request my dispute Charge of $162 was posted on 28 Nov, 2021 regarding a charity. A charity donated to a local company by your employees. Which I may have you look into your employees being responsible for these types of charges. May I have you research and look into your security camera of the offender charging my Credit Card from your company. Please look into who was notating my Credit Card account for these transactions. Primarily, I work with your *** South Hotel St, Hon, Hawaii *****. Most employees seem pretty fine regarding the fore.. 1st attempt: Credit Card was stated " I could pickup a physical CREDIT CARD at any branch." - So, I walked into *** South Hotel to retrieve a card (I had to order the Credit Card instead). 2nd attempt: Call back from your call center & In store call back wasn't resolved by a return call ( I call the mainland location to find resolution.. ) 3rd attempt: **** was on a different card made by a different financial institution (After multiple reports by Chat/Call center disputes/Complaint I was awarded $600 Credit for the issue with these "Filipino" employees. The BBB was requesting for this issue. In the state of Hawaii community are using careers to enforce disagreements by call center employees.. I had requested **** call centers to offer a Professional Video Chat Face to Face to avoid the common issue of harassment. Please Ensure they aren't hiring friends nor family only for these positions. Hire military employees that may help find resolution regarding customer service.

  Business response

  08/24/2022

  Business Response /* (1000, 7, 2022/01/28) */ Aloha Pacific FCU has thoroughly reviewed all credit card charges and reached out to Mr. ******** to resolve the noted issues. Charge made on 11/28/2021 for $162 from ********************** was refunded on 12/13/2021. Consumer Response /* (3000, 9, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) No! I will not allow anybody to use an organization to frighten people from working with innovative companies. Your Billing Department claimed the "$162 will be washed from credit card ending in *****." I still notice the charge back to my credit card. I am very unsatisfied with these resolutions. Your company better tighten up their security including their cameras... The American Dream isn't built by hiring only family in your company. Your staff should hire a mix of races and different members excluding personal family members. They should invest into their own business for that kind of cesspool. Do not allow these type of activities on the sales floor. Furthermore, if I didn't speak out loud. They would have never made an attempt to remove that charge... My family works with many SMB in Hawaii. The main reason I enjoyed your companies proposals. It was a visit to your Pearl city branch working with the LOAN department. They have shown the best hospitality throughout my visit. If possible, please reach out to their Loan department and let them know how I feel regarding my visit to Pearl City... Tell them keep the hard work up! Please feel free to contact me regarding more information regarding my "CHARGE BACK" of $162. Thank you for your continuous support! Sincerely, ******* Business Response /* (4000, 11, 2022/02/22) */ Contacted Mr. ******** on 02/14/2022 but call was dropped. Attempted to call back but could not reach Mr. ********. Attempted again on 02/15/2022 and 02/22/2022. Messages were left for each attempt. January 2022 statement: 01/20/2022 displays a correction to the fraud transaction. There is no additional charge of $162 that has not been credited. Thank you for the compliments of our Loan department and Waimalu branch. Your kind words will be relayed. Consumer Response /* (4200, 13, 2022/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do not mess with my account... I do not enjoy your purpose of calling on 02/15/2022 and 02/22/2022 regarding two inquiries that were stated resolved. Just get this transaction removed from my account. I would like for you to send a letter response regarding this issue being cleared. The $162 transaction was posted again in January 20, 2022. There is no reason for these occurrences to be readjusted. Review my account that the $162 was removed. If not cut out a check to make it easier. This person call multiple times to irritate me at work. I told her Colleen had taken care of this issue. Then she called again with the Alsace dam issue. Shut the front door... Your the reason this could be happening to an account. Catch the tone... Do not ask the same question Colleen did a week ago. Your supervisor needs to let you know find a new career. And, quickly ensure those transactions do not populate again. Business Response /* (4000, 15, 2022/03/03) */ All transactions have been corrected accordingly and no further action will be taken by the credit union. Please reach out to the credit union directly if you would like further clarification and assistance in reviewing your statements in detail. Thank you. Consumer Response /* (4200, 21, 2022/05/26) */ ***The consumer filed a second complaint re a different card number with attached documents: ACCOUNT NUMBER: ************** My complaint is regarding your members card service NOT ALLOWING ME to dispute multiple charges. I closed the DEBIT card immediately(05/17/2022) after work after reviewing my direct deposit coming up on the 19th. Your customer service representative POOR ATTITUDE needs to be retrained regarding her Card membership department. Your card service member was complaining about my Debit Card information didn't go through on the automated service. I requested for a manager to contact me immediately on this call(Setup test call process). To help complete my dispute. All Charges I require to dispute. I closed a card just a few week before this occurrence regarding the same issue. Review photos please Call ************ around 11:00 am. In charges in photo attachment: * - $77.00 * -$89.87 * -$39.97 * -$119.98 * -$8.95 * -$0.01 * -$1.00 * -$19.73 * -$101.49 These patterns are in different states shown in pictures. I just closed a card a few weeks ago. I'm at work from SUNDAY -THURSDAY 11:30 am - 08:30 pm at a call center. Your customer service representative POOR ATTITUDE needs to adhere that this is a offensive regarding her performance in the Card membership department. Nobody is concerned about her problems doing the minimal work she's REQUIRED TO DO. Get the job done. They could almost get away with it, by having your Human Resource Dept hiring idiots in the card members service. I would like to bet you it related to a few employees families in your company. Ask them please... And, Please review the call and the cameras to ensure she's not speaking or whispering to anybody regarding this issue. I work in a call center, and I don't do what she did. For satisfaction I would be honored to be contacted by Aloha Pacific Federal Credit Unions President and VP President. Thank you for your time and consideration! ***Desired resolution: Review all photos attached. Customer service representative needs to be terminated/Suspended for acting as if they own the office. ; I would like to speak with the president of the company. Call ************ *****. I created a complaint earlier this year regarding this same issue. ; Certify and Retrain all employees - Include no citations or complaints for the next six months to a year for best behavior. Money was missing No games Business Response /* (4000, 23, 2022/05/31) */ Mr. ******** contacted the Aloha Pacific FCU call center on 5/19/2022. He was directed to contact the disputes department directly but refused. The Call Center referred the claim to the branch of account, Waimalu. The branch provided Electronic Services the dispute information and a claim were opened with our card processor. On 5/24/2022 we processed provisional credits to Mr. ********'s account. Credits were given for all of the dollar amounts that's listed on his complaint except the $77.00 item of 5/18/2022. The merchant will provide a credit directly for this item. Credits do take up to 10 business days, and the 10th business day is 6/3/22. We will monitor his account and if a credit is not received, we would go ahead and dispute it and process a provisional credit for the $77.00 transaction. Right now, we are in the standard period of the claim process that could take up to 90 days while merchants are contacted. We will follow up on the claim as we get more information through our processor.

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