ComplaintsforTendto Credit Union

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/3/21 I checked my banking app... I see there is $12.89 and there is a hold for 12.95 for Walmart so I transfer $1.68 from savings so that it doesn't bounce which brought my total $14.57 I have bounce check protection and they will pay my over draft amount and charge me a fee of 28.00. So today 12/7 I look at my app and see they paid Walmart but I also see a bounce check fee of 28.00. How could this be...so I look and see there is a hold for $5.29 for Apple okay fine but why did they bounce Walmart so I call they tell me yes they held $5.29 for Apple which came in later that night which left me with 9.60 ok so why is the 5.29 still on hold if you have already subtracted it from the balance?? BUT if I come in and deposit 5.29 then they will not charge the fee I will only owe 28.00 for Walmart and if I don't than I would have to pay another 28.00 so I said I'll be in in the morning. And she said ok deposit the funds "I WILL REIMBURSE THE 28.00 FOR WALMART" I said okay be in in the morning ( I tell my daughter that's extortion she's also an owner of the account). $14.57 that I thought would take care of walmart but later they held 5.29 for Apple so they bounced walmart charged me 28.00 fee okay...but now they are going to bounce AppIe (the monies they already subtracted) and charge another 28.00 unless I deposit $5.29 BUT IF YOU SUBTRACTED $5.29 WHICH HAS CAUSED WALMART TO BOUNCE - $12.95 = $1.62 charged 28.00 fees 5.29 dollars on hold but mind you they have already deducted the $5.29 12/8/21 I wake this morning and say let me go to the bank and deposit the money look at my app and to my surprise they bounced Apple so now I'm negative 58.00 I swear they cleared this hold after we spoke on the phone. This can't be safe business practice.

  Business response

  12/17/2021

   
  
  I have received and reviewed the complaint that was submitted by our member on December 8, 2021. Our member uses our overdraft protection service on a regular basis. How the core processing of our program and how it categorizes items is as follows: when a debit card is presented for a purchase, the transaction will be placed as a pending item in the account making the funds no longer available. If the card is presented again before the prior purchase has cleared the system (since credit transactions are not immediately withdrawn from the account) that money will now be on hold as well. When the first transaction clears without the appropriate funds in the account it will clear into the negative and charge a $28.00 fee. We try to accommodate our membership as much as we can by reversing fees depending on the circumstance. In this member’s case, our branch manager agreed to reverse the fee but had forgotten which caused her to overdraft again. We have adjusted her account and reversed all the fees associated with our error. We apologize for any inconvenience our mistake has made. Please feel free to reach out to me if you need further explanation. 
  
  
  Best Regards,
  
  
  Brian P******
  Executive Vice President & COO
  

  
  

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