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Review 7/20/2010
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I went into Altura yesterday to dispute charges made on my account. I even brought in a copy of my bank statement they provide on their website. I first asked Diana Burnett,(who works there) what is the courtesy pay feature and does that mean as of July 1st I would have to enroll or opt-in for it? she tells me yes and asked if I would like to opt-in. After asking her this I showed her my bank statements, she not only disregards them, but pulls up her records (which look completely different) I try to explain how I started out with a certain amount of money in my checking account. She tells me no, and tells me there were pending transactions before I had money available. Which is false direct deposit automatically goes into my account each week at 8am. So after basically telling me it's all my fault and I don't know how to handle my money. She tells me she'll wave 2 courtesy pay fee's (of the 8 they charged me) while stressing that she didn't have to that. Then as she typing what I was charged a mysterious 76 dollar hold pops up. Something that was never on my records nor on hers. Tells me that it was held on my account,but never taken out. So I asked where was it from. She goes out of her way to say it's not her fault, it could possibly be something I signed up for and just didn't remember. (implying I don't know what I'm doing with my money) I try to then bring up the courtesy pay agreement as of July 1st 2010 and why was I enrolled in it, when even if i was(which I never was) you have to apply in person or over the phone. She beats around the bush and says that in february I was opted-in for courtesy pay. I told her I have had this problem before they enroll me in courtesy pay when I have never asked for it. She tells me her records show I was signed up in February and thats what her records show. It doesn't show by whom, or how. Then I bring up the agreement which took effect July 1st, which states the only way to get courtesy pay for your account is to enroll in person or over the phone, the notice which she claims went out to all memembers clearly states that if you do not opt-in as of July 1st 2010 your service will automatically be discontinued .I never applied for courtesy pay she did not give me a straight up answer but tells me somehow I'm in it. I ask so even if the error was made on the credit union's part I have to pay for it? She tells me to point out who made the error. I try to describe the person. I tell her he's Hispanic male. She cuts me off and says well the only hispanic male we have working in this branch is right over there.(saying she didn't believe me) My girlfriend who also has a account and had her check put into someone else's account a month ago. Says that is false she was here reccently and saw two different hispanic males working and they both helped her when the incident happened with her check. She disregards it and tells me that she is for certain there is only one hispanic male working there. After all this she sits on the phone for almost an hour trying to see where the mysterious 76 dollar hold came from. Finally gets an answer saying it was the gas station I purchased gas from. I asked her if this hold was there why did it never show on my records? she just tells me there not responsible for holds companies put on debit card transactions. Finally after asking her on more than 3 occasions she finally agrees to remove the courtesy pay feature from my account and tells me that companies can charge me up to 75.00 dollars per transaction if my account is ever overdrawn and that courtesy pay is a very good feature. Diana Burnett tried to make me feel as if I was incapable of handling my account. The whole point of customer service is to help while being respectful. I felt very disrespected, she never gave me a clear answer and spoke to me as if I was a five year old child. Would you ever decide to have an account with Altura, keep a record of every transaction or change you make to your account, it would also be advisable to get the informaiton of the employee who helped you.
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