Complaints

This profile includes complaints for Landmark Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Landmark Credit Union

  PO Box 510910 New Berlin, WI 53151-0910

  
• 

  Landmark Credit Union

  4501 W National Ave Milwaukee, WI 53214-3650

  
• 

  Landmark Credit Union

  955 Lexington Dr Oconomowoc, WI 53066-4464

  
• 

  Landmark Credit Union

  4000 S 27th St Milwaukee, WI 53221-1828

  
• 

  Landmark Credit Union

  973 Milwaukee Ave Burlington, WI 53105-1230

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is a ************************* he has an account with ********************. I am his wife, *********************** and I am also his power of attorney my husband was incarcerated March 13, 2023. We knew he was going to prison. We just werent expecting him to go that soon, so in between that time, he signed over power of attorney to me, when he got arrested, his daughter that he shared two accounts with had his wallet and his phone she refused to give them to me said she didnt know where they were so I called Landmark and I asked them to add me to the account I was power of attorney and to please freeze his debit cards and banking online until they receive the paperwork of me being power of attorney now I remind you this is back in March when I send the paperwork I was just able after being given the runaround several different times after 100 different emails Ive sent and no response I was just given access and added to the account Friday when this first happened, I asked on several different occasions for the account to be frozen because I knew his daughter was gonna steal the money from his account. ******************** did nothing didnt have the audacity to tell me that they cant put that money back in the account when it was stolen in the first place, I want to seek legal action. My husband is furious, and he is threatening to *** as soon as he is released from prison , his daughter stole thousands of dollars out of his account without any of our knowledge I blame this solely on Landmark and if landmark doesnt fix it and put the money back in the account and press charges on her and I will seek legal action now if I have to provide legal documentation to save the day that he went to prison I will from the day he went to prison to now I want all of that money replaced. You have my number contact me and I will provide you with all the documents you need to get this matter solved quickly

  

  Business Response

  Date: 05/11/2023

  Dear *******,

  We have investigated your concern regarding accounts held at Landmark Credit Union. Due to the sensitive nature of supporting information, a detailed response has been sent to the address on file. Once you have had the opportunity to review the information, please let ** know if you have any further questions.

  Kind Regards,

  Landmark Credit Union

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I on Jan 12 2023 I put down $500 and had my credit ran for a purchase of a brand new 2023 *** S1000RR motorcycle. The bike arrived from ******* with an official purchase date on March 4th 2023. The contracts pertaining to this deal are fraudulent I soon after realized(3/6/2023) and I immediately let the lender know that the dealer misrepresented the vehicle mileage and to not fund the loan as the bike at that point was already back at the dealer for manufacture repairs and I cancelled my service contracts etc. Ive asked Landmark Credit Union to remove this account from my ********************** report because its not a valid nor a legal contract and theres litigation about to happen in reference to this whole deal. Ive supplied proof pictures of contracts and proof of mileage misrepresentation to landmark credit Union and their legal department of these wrongdoings and nobody seems to be showing it any attention. Im asking for the account to be removed from all three credit of my credit reports and Landmarks legal department to reach out to my email I sent so we can settle this! In the meantime landmark credit Union told me theyre not removing it from my credit reports and that Id have to dispute it. This is illegal as the contracts pertaining to the account on my ********************** reports are not valid and essentially are void contract under truth and lending laws and UCC codes.

  

  Business Response

  Date: 05/11/2023

  Dear Mr. *************** have investigated your concern regarding your vehicle with Landmark Credit Union. Due to the sensitive nature of supporting information, a more detailed response has been sent to the address on file. Once you have had the opportunity to review the information, please let ** know if you have any further questions on this matter. 

  Kind Regards,
  Landmark Credit Union

• Initial Complaint

  Date:04/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I contacted Landmark Credit Union to let them know I lost my job.Reoccuribg payments kept coming out .They tole me that they would only pay 500 of the charges and not to worry about stopping payment on bills coming out.***** trying to catch up cause I have a new job.The continued to charge me a 30 bounce charge when the didn't pay out anything which ended up being almost **** in bounce fees .They closed my account and took money from accounts that weren't mine one was my son's another was my soon to be ex husbands.I would of liked to know this before they took my rent money out. I THOUGHT THEYVWOULD BE A BETTER BUISNESS CONSIDERING I HAVE BEEN WITH THEM FOR 30 YEARS.

  

  Business Response

  Date: 04/18/2023

  Dear ********,

  During our investigation, it was determined that your concerns regarding fees outlined in your complaint have been addressed by *****************. Landmark considers this matter closed at this time. Should you have further questions, please contact us directly at **************.

  Kind Regards,

  Landmark Credit Union

• Initial Complaint

  Date:03/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a dispute against a corrupt merchant who constantly refused to refund me a total of **** dollars paid to his law firm. I asked for my refund due to not receiving services that I paid for. The merchant refused to refund me stating that he gave services to me that he honestly did not. I was forced to go the dispute route and I have been waiting since last month to hear from you all. The person who helped me file this dispute said that you all have 10 days to refund me , even a temporary credit. Not once have I received any of my money back. I should have already gotten the full **** dollars back to my account. Every time I call, they always say there is no change and still "investigating". I am not understanding what there is to investigate considering the fact that I sent it numerous emails containing proof of not receiving these services from this law firm. They took 3 payments total from me, ******* and 900. I would like for you all to refund me my money that is rightfully mine. Please and thank you.

  

  Business Response

  Date: 03/17/2023

  Dear ************,

  We have received your request for a merchant dispute dated February 9, 2023. On March 7, 2023, a letter was mailed requesting further information. Landmark received the documentation on March 13, 2023. We will continue our investigation with the newly included documents and submit a chargeback to the merchant. Once decisioned by the merchant, we will follow up with further information by mail.

  Should you have any further questions, please feel free to contact us directly.

  Sincerely,

  Landmark Credit Union

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not accept LandMarks response. When I was doing this dispute, I explained everything to the dispute department as they processed my dispute, we were on the phone for an hour! She specifically told me that we will receive our money (a provisional credit) within 10 days if the dispute is still active,which is what you are are LEGALLY required to do. Its been over a month, almost two and still no provisional credit . I barely have heard ANYTHING from LM since starting this dispute. They literally just started working on my case like last week. Every time I call, its a different response,such as, You were denied,which is a lie. Or Its a legal merchant dispute so you can not be given a credit. None of this makes sense. Im sure 99% of your disputes are merchants disputes, I have never heard of a bank denying anyone a credit because its a debit card dispute with a merchant,what else would it be??. Clearly whoever is handling my case doesn't know how to do their job correctly! Im seriously going to report this bank to the ********* Department of Financial Institutions as they do not know what theyre doing nor do they stand with their customers . I shouldve been refunded! The merchant didnt provide any of the services that I paid for what so ever. This is ridiculous and I will be closing every account that I have with LandMark.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/24/2023

  Dear ************,

  We have further investigated your concern upon receiving additional information. Due to the sensitive nature of supporting information, a more detailed response has been sent to the address on file. Once you have had the opportunity to review the response, please let us know if you have any further questions on this matter.

  Kind Regards,

  Landmark Credit Union

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint about a month ago because Landmark was reporting my loan as delinquent to the Credit bureau. Prior to the late payment, I explained that I was on unpaid leave and was not able to make the payment but they only deferred 2/3 months. I was told they would not report it to the credit bureau if I made a full payment every 30 days. I did so in December, but yet it was still reported to the *** I was told, it was because I did it online and not in person. I have since refinanced my loan with a different credit union due to all of the issues I had with Landmark, but I would like to request Landmark update the Dec/Jan reporting on my credit bureau now that it has been resolved. and I did try and communicate with them regarding that payment. Also, I made the payment on the 30th day. My credit dropped 100 points because those 2 payments were reported delinquent so I would really appreciate it if it could be removed, since there were extenuating circumstances and I have now resolved the issues. I have included proof that I was on a three month, unpaid maternity leave. Hopefully, I can get some consideration for that. I dont think it is fair to drop my credit 100 points because the US doesn't required paid maternity leave.

  

  Business Response

  Date: 02/24/2023

  Dear ********************,
  
  We have investigated your concern and researched the details of your vehicle loan with Landmark Credit Union. Due to the sensitive nature of the supporting information, a detailed response has been sent to the address on file. Once you have had an opportunity to review the information, please let us know if you have any further questions.
  
  Kind Regards,
  Landmark Credit Union

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Certificate of Deposit one year purchased 8-5-2022 @ ****% has now gone up to ****% for the same product.I called the women who opened it to get the new rate and sign up for one more year.She said that she would keep $900 in interest to do this.As I read that they can wave this fee. Times have been tough for me health and I have had financial duress during this time of Coronavirus. I asked her if there is anyone I can talk or write to she said NO.I am contacting the better business bureau as credit unions are owned by us the people and are to be for the people. I believe the treatment I got is undeserved. I have been a VERY good and long time customer of ********************** understand that this is a contract, they can still have the money and for even longer.Please have them look into switching the CD without penalty.

  

  Business Response

  Date: 02/08/2023

  Dear **************,
  We thank you for your Landmark membership and we do understand your frustration with the current changing rate environment. As our associate shared with you our Share Certificate Deposit Receipt (Agreement) outlines Landmarks policies regarding Certificate Accounts. This document was signed by you at the time of account opening on August 5, 2022. Per the Agreement: If the funds are withdrawn prior to the then-current Maturity Date, the Owner(s) shall forfeit an amount equal to 90 days dividends on Certificates with terms of less than one year, or 180 days dividends on Certificates with the terms of one year or greater.
  
  While the early withdrawal penalty would be charged per the policy, depending on your savings goals, it may still be beneficial to you to update your Certificate term. If you would like to review current Certificate and Money Market terms and rates with an associate, please visit your local branch or call our member service department.
  
  Landmark considers this matter closed at this time. If you have any further questions, please contact us at **************.
  
  Sincerely,
  Landmark Credit Union

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
   I do not accept your response. I want the public to be aware that even through you claim to be customer supportive and owned you are not working for the people in my instance.

  If fact during coronavirus and now your customer service is bad.

  Perhaps my CD advisor should have contacted me a few months ago before the penalty kicked in to let me know a better plan for my money. Where was the follow thru?

   I know that you can waive the fee...as per your mission statement;
  we live by the words Youre worth more here. As a not-for-profit financial cooperative, we return profits to our members, who enjoy better rates and lower fees on a full range of straightforward financial options. A credit union is owned by its members, rather than stockholders. As an owner I am asking for you to waive the fee for transferring this current CD to a new one.

  Again this is simply paper work. Contracts in member owned banking can surely change easily. I may get a lawyer to prove this to you. 

  
  Regards,
  
  *********************

  

  Business Response

  Date: 02/14/2023

  Dear **************,

  
  As previously advised, the early withdrawal penalty was in effect upon signing the originating contract.
  If you would like to review current Certificate and Money Market terms and rates with an associate, please visit your local branch or call our member service department.
  Landmark considers this matter closed at this time. If you have further questions, please contact us at the information provided below.

  
  Sincerely,

  
  Landmark Credit Union

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
    I am not taking the money out of the CD!  I was going to keep the CD money with you. I wanted you to switch and extend the CD contract to receive ****% instead of ****%. I was asking you to waive the penalty as times have been tough.

  You are not flexible. I am warning the public about your poor customer service. 

  Here is Landmark Credit Unions motto:"As a not-for-profit financial cooperative, we return profits to our members, who enjoy better rates and lower fees on a full range of straightforward financial options. A credit union is owned by its members, rather than stockholders."

  Landmark is  not and never in my 8 years has acted like your mission statement.

  I have a nice portion of my saving with you and NOBODY is looking out for me you are only looking out for yourselves.

  Landmark just send me a message saying the issue is closed....not to me.

  We will see you in small claims court where I have proof about my case against you.

  
  Regards,
  
  **************

• Initial Complaint

  Date:01/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter and I were under duress trying to get a student loan so she could attend college. We applied at two credit unions. One credit union I didn't take because they had a variable interest rate of which I have the email to that credit union. Landmark didn't tell me it was a variable interest rate. In fact Landmark didn't go over anything with me. I looked at the paperwork and it says interest rate 8%. Come to find out this interest rate is variable and and it states variable in fine print in a paragraph underneath where it says interest rate 8%. I would NEVER have accepted a variable interest rate because that puts me and my daughter in a loan that will never be able to be paid back. I also rejected a credit union that was offering a variable interest rate. The person who did my loan no longer works at Landmark (not a surprise) and no one appears to want to call me back to handle this. I have been misled and misguided by Landmark and we are now in a bad situation with a student loan that accrues interest daily and an interest rate that now is 10%. The reason we just found out about this is because my daughter is done with school and we started making payments. When the payments kept going up I called and this is when they informed me I had a variable interest rate. Landmark is a scam and they give loans to students that they cannot afford. Putting them in an awful place financially and taking advantage of them by not being upfront and honest about the variable interest rate.

  

  Business Response

  Date: 02/06/2023

  Dear **********************,
  
  We have investigated your concern and researched the details of your student loan. Due to the sensitive nature of the supporting information, a detailed response has been sent to the address on file. Once you have had an opportunity to review the information, please let us know if you have any further questions.
  
  Sincerely,
  
  Landmark Credit Union

  Customer Answer

  Date: 02/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint   For your reference, details of the offer I reviewed appear below.
  
  I received no email from Landmark regarding the situation. I have called Landmark Credit Union multiple times, the most recent on 1/31/23. It was this time the lady said she is escalating the situation to see how they can give us fixed interest rate due to the situation. To this date, I have not received a phone call or email from Landmark. I was misled by Landmark when this loan was given. The person that handled the loan did not go over anything and NEVER told me this was a fixed interest rate. This woman is also no longer at Landmark.  I have tried on numerous occasions to reach out and it appears Landmark doesn't care to resolve the issue they created.
  
  Regards,
  
  ***********************************

  

  Business Response

  Date: 02/13/2023

  Dear **********************,

  
  Please be aware that our initial letter was sent to the mailing address on file. Once you have had an opportunity to review the information, please let us know if you have any further questions.

  As noted in our initial response, Landmark Credit Union partners with Credit Union Student Choice to offer student loans to our members. Representatives from Student Choice work with borrowers during the application process through loan servicing; these are not Landmark employees.Landmarks role in these transactions is to fund the loan. Copies of your loan disclosures are available to you on your student account, and do indicate your loan had a variable interest rate. You are free to refinance your loan into a fixed rate product, subject to credit approval, through Student Choice or another lender of your choosing.

  We are unable to locate any phone calls placed to Landmark under the number we have on file. If you need to reach Landmark Credit Union,please contact us at **************.

  
  Sincerely,

  Landmark Credit Union

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I make my house payment at the location. Multiple times I have tellers place the payment improperly. This last time the incompetent teller put my account in the arrears as late payments when I was paid ahead. I have made many attempts to have them fix this. My credit score dropped 184 points causing my inability to get credit for a car. It has been a month of emails and calls for them to rectify their mistake that was reported to the credit bureau. This is detrimental to my financial life and they treat it as a joke. They have damaged my credit rating. They need to make this right..They are playing with people's lives with their incompetence

  

  Business Response

  Date: 01/30/2023

  Dear ******,

  
  We have investigated your concern regarding your mortgage loan with Landmark Credit Union. Due to the sensitive nature of supporting information, a more detailed response has been sent to the address on file. Once you have had the opportunity to review the information, please let us know if you have any further questions on this matter.

  
  Sincerely,
  Landmark Credit Union

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last month I transferred ***** dollars from a credit card to LANDMARK CREDIT UNION platinum rewards ***** I did this as it was a 0 transfer fee with 0 percent for a year. I could not do it online and had to call customer service to get this balance transferred. I spoke to customer service and asked if it was indeed 0 percent and 0 transfer fee as I had done this in the past and wanted to confirm. She confirmed and we transferred the balance. now I am being charged interest and I called support and they said i don't have any promotions on my account. I want the interest reversed and either zero interest or I will be moving my banking elsewhere.

  

  Business Response

  Date: 01/30/2023

  Dear **********************,

   

  We have investigated your concern and researched your balance transfer request. An associate from our cards department has attempted to contact you regarding this matter, and we have sent a detailed response to the address on file. Once you have had an opportunity to review the information, please let us know if you have any further questions.

   

  Sincerely,

   

  Landmark Credit Union

  Customer Answer

  Date: 01/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Landmark Credit Union has reported late payments to the credit bureaus for nearly a year. This is a joint loan & the information reported is not consistent between my husbands reports & mine. We have inquired on multiple occasions to have the issues corrected and each time, they are corrected, then changed back to showing default payments just days later. We have written correspondence from landmark credit union ensuring corrections have been made, we also have receipts, bank statements & recorded phone calls supporting payments have been made on time and in full. We applied for a mortgage two days ago & learned that Landmark has once again changed our report without just reasoning. Every single time this has happened, it has jeopardized opportunities for us to fairly obtain credit. Our livelihood is in their hands and they are being abusive and negligent with their reporting power. This cannot continue to happen to our family! Landmark will need to work with our mortgage lender underwriting team to fix this and we expect that all damages will be handled according to the code of the law. If Landmark cannot guarantee a change in their fraudulent practices, we need to be released from the obligation of this loan.

  

  Business Response

  Date: 01/23/2023

  Dear ******************, 

  We have investigated your concern and researched the details of your vehicle loan with Landmark Credit Union. Due to the sensitive nature of the supporting information, a detailed response has been sent to the address on file.

  Sincerely,

  Landmark Credit Union

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your response does not rectify the problem or honor the agreement that was set forth by your collections manager. I have multiple pieces of written correspondence telling me that my concerns were fixed & you have gone against your word. This is predatory lending & you have caused substantial damage! 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 02/03/2023

  Dear ******************,
  
  In our complete, written response that was sent via certified mail we outlined the outcome of our complaint investigation. Within this communication we stated, "It has been determined the account of events you provided to our associate was inaccurate based on the payment activity on your account and documentation available to Landmark at this time." Without further information or documentation, we cannot reopen our investigation.
  
  Sincerely,
  Landmark Credit Union