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REFUSAL TO REFUND TRANSFER FEES FOR A KNOWN ISSUE ICO MY CHECKING DEBIT CARD BY BRACH SUPERVISOR MRS.NICHOL
I have been a member of the MOCFU since March of 2006. I just recently opened a checking Acct on 21 Sep 20 due to my savings Acct debit card being deactivated for unknown reasons in order to access my monthly deposit of $275 from DFAS Cleveland my military payroll. Upon receiving the card ending in 3095 in which I paid express shipping out of my savings acct., so I can utilize my funds in Pensacola Fl. I was unable to set my pin to withdraw cash once the debit card was received and was directed to contact my MOFCU bank for further assistance. I contacted the branch on or around 29 Sep 20 or the beginning of October to report my issue. I put the MOFCU representative on speaker phone while utilizing my son phone so she could hear what was occurring. At that time the MOFCU representative got approval from her supervisor Mrs. Nichol at the branch located on Treadway RD to have the bank fund the express mail for my new checking card it was approved. I received the new card and activated it on 28 October 20 and I experienced the same issue with setting up my pin. I then contact the branch again on 29 October 20 to report the issue, I did the same thing by putting the representative on speaker so she could hear the error I was receiving as well. At that time the representative put in a service request to resolve my issue however I wasn't informed by the first representative that I could only have six transfer per month until I spoke to the representative on 29 October 20 which then indicated I had 11 transfers and they would have to charge me $15 per additional transfer regardless of the known issue of me not being able to get funds unless I transferred from my savings. I explained to the representative that I am a 20 year retired 100% disabled veteran who leaves in Pensacola FL where Hurricane Sally hit which has caused my family a financial hardship due to the damages to our home. I requested from the representative I spoke with on 29 October 20 that the $15 dollars which totaled $ 165 be waived due to my known issue by the branch supervisor Mrs. Nichol in regards to my debit card problems, which my only option was to use my debit card as credit to access my funds and not being informed that these fees would be applied until 29 October 20. The representative response was since its federal law she wouldn't be able to refund any of those fees neither would her supervisor Nichol. At that time I requested to speak to the supervisor to resolve my request at the next level. The representative then put me on hold approx. 10 minutes and returned to tell me her supervisor was in a meeting and she would only be able to return one of the $15 transfer fees when upon my original request the representative stated she didn't have the ability to return any of the transfer fees nor could her supervisor Nichol due to it being a federal law all of this is on a recorded line dated 29 October 20. I am a retired 100% disabled veteran, who has just experienced home damages in results of Hurricane Sally not to include my MOFCU membership since 2006. I am requesting that all 11 $15 transfer fees be refunded due to my known checking card issues by the branch supervisor Mrs. Nichol since the end of September. I would expect some compassion from MOFCU employees when members such as my self have experienced financial hardship due to national disasters, not to conclude the issues with my debit card and to take care of long time banking customers like myself. I am expecting MOFCU branch address: 4285 Treadway Rd, Beaumont, TX 77706 to make it right and waive and refund all transfer fees applied to my account due to my known situation by the branch supervisor Nichol. My best method of contact is 808-375-****. I will give the branch 24 hours to contact me with a resolution or I will have to forward this email to the consumer advocate company to assist me regarding this matter. Thanks in advance for support in this matter. Dawn Achane member #68733.
User's recommendation: RECOMMED.
Mobiloil Credit Union Account
- Normally excellent customer service
- Lack of integrity regarding branch policy
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