Consumer complaint received 2022-01-13
Company: First Technology Federal Credit Union
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Fee problem

Complaint:
In XXXX of XXXX I opened an account with XXXX XXXX XXXX XXXX in XXXX, WA after working with their marketing team at the XXXX XXXX XXXX Outdoor Movie event where I was a bartender. I kept my First Tech account up until XXXX of XXXX, including after moving to XXXX TN where they do not have branches. I was a cheerleader for the XXXX XXXX and referred many to them at events I worked that they sponsored and outside of these events. I switched my car insurance to them and kept it until I moved to TN where they are not licensed to provide auto coverage. 

After realizing how difficult it was to have a credit union with no in person access, I decided I needed to bank with a location with branches in TN. I called First Tech customer care and let them know I in the process of switching and for the residual balance in my account I would be doing an online bill pay to myself to get my account near a zero balance. There was no mention of concern during this call and they said once it was at zero they could close the account over the phone and mail a check for the {$5.00} membership savings account balance. 
I completed online banking withdraws to myself to get the account to this zero balance as I indicated but something went wrong with the posting of a credit card payment that did not reflect when I requested the checks. When I set up my account in XXXX I know I was very insistent that I declined all overdraft protection and did not opt into anything- wanted any overages declined. 

The way First Tech sets up their bill pay is the deduct your account when the check payment date happens. This is different then other banks that deduct the money when the check is deposited by the recipient. First Tech knew issuing this check would overdraw my account and then charge a fee that I did not authorize and specifically said I did not opt into but they do not care. 

I called customer service immediately when I found this out and the rep I spoke to on the first call was very uncaring, consending and provided many areas of inaccurate information. She told me that the checks I received ( paid to myself ) I could not redeposit back in to my account stating that I would be depositing a check that is already negative on the account that has no money. She did not understand how her own credit union bill payment system work and kept talking down to me to the point I was in tears. I asked for her manager and she said she was in a meeting but would call me when she was out. This phone call never occurred. I called back later in the evening and spoke to a gentleman who insured me his manager would call back that evening or by the next day at the latest- that call also never happened. At the end of the day today XX/XX/XXXX I tried calling again and was told that you can't talk to supervisors and you just have to wait till they have time to call you back. 

I am trying to get the 2 {$33.00} overdraft fees refunded. I did not opt-in to overdrafts and the money never left the accounts of First Tech ( the paper check was issued to myself for bill pay but not cashed and ended up being redeposited directly back into the account the day the check was received and the day after the OD showed on my account. My account has never been overdrawn at any bank. When I inquired about the reversal I was told the computer said I am not edible. My account had over {$100000.00} balances while banking across different service lines with you for over 3 years and never had a single fee waiver or refund. How is it that you are clearly saying some people are more important then others? Why is First Tech ok with refusing to allow customers access to a manager and showing basic human compassion? 

I don't know what to do, I am beyond stressed about this and it is now clear to my First Tech does not value members and is only in it for the money. Can someone please help me and actually listen to me, review my account and try to place them self in my situation?

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief