![]() Please note that per our review of our Members emails to our Tower Employee, the emails contained an email address that was neither known to our Employee nor contained any information that would identify our Member or the loan. Our Member also indicated that she had emailed a specific Tower employee with her concern but to-date had not received a response.Īs always, we appreciate our Members business and our Team is here to help as always. We recently received a complaint from our Member in regard to concerns over a loan balance. Our dedicated Team is here to help as always should our Member have any additional questions. Thank you again for the opportunity to respond. Our Team reimbursed the TowerCares donation for our Member as a courtesy, in consideration of our Members initial concern. A path to Membership with Tower includes donating to the TowerCares Foundation that proudly supports military families and children. Please also note that Membership is a requirement to receive a loan with a credit union in accordance with the Federal Credit Union Act. Our Team was able, however, to contact our Member and make a loan offer which our Member has subsequently accepted. For reasons of privacy, we cannot provide details regarding the loan application. In the complaint, a Member of Tower expressed frustration with their loan application experience.įirst, we appreciate our Members business and the opportunity to respond to our Members concern. ![]() We recently received a complaint from your office and appreciate the opportunity to respond. Should this be a convenient option, we also recommend that our Members consider setting up an automatic payment as this can be helpful in saving time in making loan payments. As always, our Team is here to help by phone, at a branch, or online to assist our Members. We appreciate the opportunity to respond and we welcome our Member to reach out to us at ************ for any additional questions. Our Team additionally waived several fees as a courtesy to our Member. For the privacy of our Members information, we are unable to go into specific detail but note the already completed resolution of the routing of payments to the intended accounts as our Member indicated. As indicated in the complaint, our dedicated Team was working to facilitate the processing of due payments in accordance with account terms. We appreciate our Members business and we apologize for any frustration. In the complaint, our Member indicated concerns over the application of payments to their accounts. ![]() As final remediation to any concern, our Team was pleased to be able to offer a refund of our Members donation to the TowerCares Foundation to obtain Membership as a one-time courtesy. We understand our Member may still wish to receive a promotional bonus despite our prior communication. For reasons of Member privacy, we cant provide details why our Member did not currently qualify for a promotional bonus, but note the reasons had been directly communicated to our Member by our Team as indicated in the complaint. ![]() They would like to continue the discussion with Tower.įirst,we appreciate our Members business and for choosing Tower. In the complaint, a new Member of Tower indicated that they lacked the code needed to obtain a promotional bonus and was told that they did not qualify. Our Member indicated he may call us in the future to discuss obtaining a warranty, directly through Tower, and he has our AVP of Operations direct contact information.Īs always, our dedicated Team is here to help and we appreciate the opportunity to call our valued Member to help answer his questions and resolve any concerns in accessing his loan. As a next step, our Member will follow-up with the company that issued his prior warranty to determine the status as this was not a Tower product. Our Consumer Lending AVP of Operations called our Member on December 30, per his request, and was pleased to be able to assist him with verifying his address for receiving statements and answering other questions. In the complaint, a Member of Tower indicated that they had concerns with accessing their loan, receiving statements, and had concerns that a car warranty with another company may have been cancelled.įirst, we appreciate our Members business and for choosing Tower. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |