topic My hometown credit union sent me a form letter in Rebuilding Your Credit

My hometown credit union sent me a form letter

mmmagique — Sat, 29 Sep 2012 20:00:41 GMT

In response to a goodwill request. I sent my answer to many people in the organization, including the lady who signed the form letter. Please let me know your thoughts.

This was *my* response to their response:

September 29, 2012

Dear Sir or Madam,

A few weeks back I sent an email to ***CU regarding a 30 day late payment that was showing up on my credit reports. I admitted the error was mine, but asked for, in light of our on-going fiduciary relationship, a goodwill gesture to either remove the late, or just not acknowledge it when I disputed it. After several weeks, I received a form letter in the mail, from *** ******** (lending officer) with a box checked that ***CU does not have to respond to a credit repair organization. I am NOT a credit repair organization. I am a person, and a member of your credit union.

I was especially taken aback by the form letter, because when I wrote to GE Money Bank regarding an issue I had with them, not only did they return my email that very same day, but someone called me, (several times) until my issue was resolved to my satisfaction. I didn’t expect that type of service from such a large organization, but I did expect that type of personalized service from my local credit union. Both businesses surprised me, albeit in different ways.

I recently opened up a couple of accounts with Chase bank. About a month later, one of the ladies at my local branch called to see how I was doing, and to ask if everything was alright. Wow! I never expected that kind of service, but it sure was nice! I’ve told several people about my experience with Chase. They seem to be a big bank with a small town attitude. I do appreciate that.

I enjoy the personalized service I get every time I walk into my ***CU branch. I rather expected the same when exchanging written correspondence. I hope that you will reevaluate how you handle email (and/or other written) correspondence in the future, and how you evaluate sincere requests for goodwill from your members in good standing.

I also ask that you re-consider your response to my request, as I feel I was not given any personalized consideration or attention. As I stated earlier, a form letter calling me a credit repair organization is rather silly. I did not use a form letter, and I am certainly not an organization.

I will be sending this letter to several individuals in your organization; not because I didn’t get what I want, but because of the form letter attitude, and the quick dismissal of my requests. If I were involved in running ***CU, I’d want to know how my members are being treated, both good and bad.

We all make mistakes, (hence my 30 day late!) but I have to say that this experience with LNFCU has left me questioning the anecdotal belief of many that a local credit union will treat you better than the big banks. I hope to have my confidence in that belief restored.

Re: My hometown credit union sent me a form letter

RobertEG — Sat, 29 Sep 2012 21:09:19 GMT

They are drawing an inference, without much support, that they feel your letter was prepared with assistance of a credit repair organization, and then denying response on that basis.

Their practice stems from the stipulation in the new direct dispute rules, at 16 CFR 660.4(b)(2), that they have no obligation to investigate any direct dispute that

"The furnisher has a reasonable belief that the direct dispute is submitted by, or prepared on behalf of the consumer by, or is submitted on a form supplied to the consumer by, a credit repair organization..."

They are obviously and improperly extending such a lack of response obligation to issues outside the direct dispute process.

I am not surprised that a smaller creditor would not be fully versed in the distinction.

Re: My hometown credit union sent me a form letter

mmmagique — Sun, 30 Sep 2012 04:16:41 GMT

Thanks.

I was really surprised at their attitude.

When I walked into Chase a month after opening up some accounts (and I hadn't been in since) two of the ladies who work there said "Hi, mmmagique".

You coulda knocked me over with a feather.

Re: My hometown credit union sent me a form letter...Updated GW Success!!

mmmagique — Tue, 02 Oct 2012 19:08:03 GMT

I received a call and an apology from the lady who sent me the form letter. She said she thought I had asked for a "reorganization" of my loan. (which is paid off) I'm not sure what a reorganization is.

She said that they will be removing the 30 day late reporting from all 3 reports! ***YaY***!!!

Re: My hometown credit union sent me a form letter...Updated GW Success!!

Shogun — Tue, 02 Oct 2012 19:39:36 GMT

Now that's more like it! Cograts!

Re: My hometown credit union sent me a form letter...Updated GW Success!!

mmmagique — Tue, 02 Oct 2012 21:52:44 GMT

Thank you! It's a small victory, but it's something!