ComplaintsforCongressional Federal Credit Union
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Complaint Details
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Initial Complaint
05/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 21, 2022, I requested and received a dispute form from ****** ****** Congressional Federal Credit Union (CFCU). I submitted the completed form to CFCU on March 24, 2022 by fax. On April 5, 2022 at 4:27 PM I received a call from CFCU advising me that they had not processed the form because I did not sign it.( Please note the form does not have a signature block on it.) I faxed the signed form back to CFCU on April 6, 2022 at 6:49 a.m. On April 29, 2022, I contacted CFCU to ask for a status. CFCU stated that since I did not respond with a signature within 60 days of the transaction they closed the case. I provided them with the faxed signed copy and asked what are the next steps since I clearly complied. They simply closed the case without any additional response. A few problems here: They accept disputes by phone which has no signature requirement. The form itself does not have a signature block, which indicates to me that this requirement is arbitrary and capricious. I submitted the form on March 24, 2022 and was not advised of any issues until April 5, 2022, the 60th day after the transaction and also at the end of the business day. This is twelve days after the form was received by them and they failed to process it. I am happy to provide proof of successful faxes as well as the PDF conversation with CFCU.Business response
06/03/2022
Thank you for notifying us of the above-referenced complaint placed with your institution. We take such complaints very seriously and always appreciate the opportunity to address any concerns expressed by our members.
Our members trust in us is a most valuable asset, and keeping that trust is our paramount commitment to them. To protect our members privacy, we have not included specific account or transaction details within this response. With respect to the complaint, we contacted our member directly and we are directly addressing the members concern outlined in the complaint.
Thanks again for bringing this to our attention.
Best regards,
T. S****************
Tiffany S***********************
Compliance Director
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.