Refund Policy (United States)

1. Introduction

Eagle Federal Credit Union ("Eagle FCU," "we," "us," or "our"), Registration Number 15240581, is committed to fair and transparent financial practices. This Refund Policy (United States) outlines the circumstances under which fees, charges, and other payments may be refunded to members.

This policy applies to all members using Eagle Federal Credit Union services, including savings accounts, checking accounts, loans, credit cards, and other financial products. By using our services, you acknowledge and agree to the terms outlined in this Refund Policy (United States).

2. Scope of Refund Policy (United States)

This Refund Policy (United States) covers:

• Service fees and account charges
• Overdraft and non-sufficient funds (NSF) fees
• ATM and transaction fees
• Loan-related fees and charges
• Credit card fees
• Wire transfer and bill payment fees
• Account closure and maintenance fees
• Other miscellaneous charges

This policy does not cover:

• Interest charges on loans or credit balances (except as required by law)
• Principal loan amounts or credit advances
• Late payment penalties on delinquent accounts
• Third-party charges (merchant fees, other institutions' fees)
• Government-mandated fees or taxes

3. General Refund Eligibility

3.1 Eligible Refund Circumstances

Eagle Federal Credit Union may issue refunds in the following situations:

• Billing Errors: When we have incorrectly charged a fee or posted a charge to the wrong account
• System Errors: When technical failures or system malfunctions result in erroneous charges
• Duplicate Charges: When the same fee has been charged multiple times in error
• Unauthorized Charges: When fees result from unauthorized transactions or fraudulent activity
• Service Failures: When we fail to provide services for which fees were charged
• Good Faith Consideration: On a case-by-case basis, we may refund fees as a courtesy or goodwill gesture
• Regulatory Requirements: When refunds are mandated by law or regulation

3.2 Non-Refundable Situations

Refunds will generally not be issued for:

• Fees properly charged according to our fee schedule
• Charges resulting from your account management decisions
• Fees disclosed at the time services were requested
• Preventable situations where proper account monitoring would have avoided charges
• Fees charged by third parties or other financial institutions
• Charges related to neglect or misuse of account privileges

4. Specific Fee Refund Policies

4.1 Overdraft and NSF Fees

General Policy: Overdraft and non-sufficient funds fees are assessed when transactions exceed available account balances. These fees are generally non-refundable as they reflect actual account activity.

Refund Considerations:

• First-time fee waiver may be granted for members with established good standing
• Fees resulting from our processing errors will be refunded in full
• Multiple fees from a single incident may be reviewed for partial refund
• Extended overdraft fees may be waived if the account is brought current within a specified timeframe

Request Process: Contact member services within 60 days of the fee posting to request review. Provide explanation of circumstances and account history.

4.2 Monthly Account Maintenance Fees

General Policy: Monthly maintenance fees are assessed according to account terms and our published fee schedule. These fees maintain account services and infrastructure.

Refund Considerations:

• Fees charged in error (e.g., when minimum balance requirements were met) will be refunded
• Pro-rated refunds may be issued if accounts are closed mid-cycle
• Fees assessed during account closure processing may be waived
• First-month fees may be refunded if account requirements were not properly disclosed

Waiver Options: Many maintenance fees can be avoided by meeting specified criteria (minimum balances, direct deposit, transaction volumes). Review your account terms for waiver eligibility.

4.3 ATM and Transaction Fees

General Policy: Fees for using out-of-network ATMs or conducting certain transactions are disclosed at the time of use and are generally non-refundable.

Refund Considerations:

• Fees charged when using in-network ATMs will be refunded
• Duplicate ATM fees from a single transaction will be reversed
• Fees resulting from ATM malfunctions (where transaction was not completed) may be refunded upon verification
• Foreign transaction fees erroneously applied to domestic transactions will be corrected

Prevention: Use Eagle FCU ATMs or our surcharge-free network partners to avoid fees. Check our website or mobile app for ATM locations.

4.4 Wire Transfer and Bill Payment Fees

General Policy: Wire transfer and expedited bill payment fees cover processing costs and third-party charges. These fees are typically non-refundable once services are rendered.

Refund Considerations:

• Fees for wires or payments not completed due to our error will be refunded
• Duplicate fees for a single wire transfer will be reversed
• If incorrect recipient information you provided prevents completion, fees are non-refundable
• Fees for recalled wire transfers depend on completion status and third-party charges

Important: Verify all recipient information before authorizing wire transfers. Errors in beneficiary details may result in non-refundable fees and delayed or lost funds.

4.5 Loan-Related Fees

General Policy: Loan origination fees, appraisal fees, closing costs, and other loan-related charges are disclosed in your loan estimate and closing documents. These fees compensate for services rendered and are generally non-refundable.

Refund Considerations:

• If loan application is denied due to our error, application fees may be refunded
• Overcharged fees discovered before or at closing will be corrected
• Late payment fees assessed in error (when payment was timely) will be reversed
• Prepayment penalties (if applicable) are contractual and non-refundable but may be negotiable
• If you cancel within the rescission period (3 days for certain loans), applicable fees will be refunded

Refinancing: When refinancing an existing Eagle FCU loan, some fees may be reduced or waived. Ask your loan officer about refinancing benefits.

4.6 Credit Card Fees

General Policy: Credit card fees include annual fees, late payment fees, cash advance fees, foreign transaction fees, and balance transfer fees as disclosed in your card agreement.

Refund Considerations:

• Annual fees: May be refunded if card is closed within 30 days of fee assessment
• Late payment fees: First occurrence may be waived for cardholders in good standing
• Cash advance fees: Non-refundable once advance is processed
• Foreign transaction fees: Refunded if erroneously charged on domestic transactions
• Balance transfer fees: Non-refundable once transfer is completed

Dispute Process: Credit card charge disputes follow separate procedures under the Fair Credit Billing Act. See Section 7 for details.

4.7 Returned Item and Stop Payment Fees

General Policy: Fees for returned checks, ACH returns, and stop payment orders reflect processing costs and are generally non-refundable.

Refund Considerations:

• Stop payment fees may be refunded if the item posts despite the stop order
• Returned item fees caused by our processing error will be reversed
• Multiple fees from a single returned item may be reviewed
• If we fail to honor a valid stop payment order, resulting fees will be waived

5. Refund Request Process

5.1 How to Request a Refund

To request a fee refund or charge reversal:

1. Review Your Statement: Identify the specific charge(s) you believe should be refunded and gather supporting documentation.
2. Contact Member Services: Reach out through one of the following channels:
   • Phone: +1 (478) 440-1650 (Monday-Friday, 9:00 AM - 5:00 PM; Saturday, 9:00 AM - 1:00 PM)
   • Email: [email protected]
   • In-Person: Visit our branch at 648 Emmerich Prairie Suite 767, Pourosside, HI 15598
   • Secure Message: Through online banking message center
3. Provide Information: Include your name, account number, date of charge, amount, and detailed explanation of why you believe a refund is warranted.
4. Submit Documentation: Provide any supporting documents (receipts, correspondence, transaction records).

5.2 Refund Request Timeline

Submission Deadline: Refund requests must be submitted within 60 days of the charge posting to your account. Requests submitted after this period may not be considered, except in cases of fraud or billing errors covered by federal regulations.

Review Timeline:

• Simple requests (clear errors): 1-3 business days
• Standard requests: 5-10 business days
• Complex requests requiring investigation: Up to 30 days
• Disputes involving third parties: Up to 45 days

We will acknowledge your request within 2 business days and provide an estimated resolution timeline.

5.3 Refund Decision Notification

Once our review is complete, we will notify you of the decision via your preferred contact method (email, phone, or mail). The notification will include:

• Approval or denial of the refund request
• Explanation of the decision
• Refund amount and method (if approved)
• Expected refund timeline
• Appeal options (if denied)

6. Refund Methods and Timing

6.1 Refund Methods

Approved refunds will be processed using one of the following methods:

• Account Credit: Most refunds are credited directly to the account from which the fee was charged (typical for most fee reversals)
• Check: Issued for closed accounts or when direct credit is not possible
• Wire Transfer: For urgent refunds or large amounts (may involve processing fees)
• Credit Card Credit: For credit card-related refunds

We will use the most appropriate and efficient method based on the circumstances. You may request a specific method, subject to approval.

6.2 Refund Processing Time

• Account Credits: 1-2 business days after approval
• Checks: 7-10 business days (includes mailing time)
• Credit Card Credits: 1-2 billing cycles
• Wire Transfers: Same day or next business day

Refund timing may vary based on circumstances and the method used. We will provide estimated timing when notifying you of approval.

6.3 Partial Refunds

In some cases, we may approve partial refunds when:

• Only a portion of charges was erroneous
• Some but not all fees in a series are eligible for refund
• A good faith adjustment is warranted but full refund is not appropriate
• Third-party fees cannot be recovered but our fees can be waived

7. Special Circumstances

7.1 Fraud-Related Refunds

If unauthorized transactions or fraudulent activity results in fees or charges:

• Report suspected fraud immediately by calling +1 (478) 440-1650
• We will investigate promptly and issue provisional credit within 10 business days if applicable
• Final determination will be made within 45 days (or 90 days for new accounts or foreign transactions)
• Fees resulting from confirmed fraud will be fully refunded
• You may be required to complete affidavit and provide documentation

7.2 Billing Error Disputes

Under the Fair Credit Billing Act and Electronic Fund Transfer Act, you have specific rights to dispute billing errors:

• Notify us in writing within 60 days of the statement date showing the error
• Include your name, account number, error description, and amount
• We will acknowledge your dispute within 30 days
• We will investigate and resolve within 90 days
• You are not required to pay disputed amounts during investigation

7.3 Deceased Account Holder Refunds

When an account holder passes away:

• Notify us immediately with death certificate
• Refunds will be issued to the estate or designated beneficiary
• Legal documentation may be required (letters testamentary, court orders)
• Ongoing fees will be waived once proper notification is received
• Refunds for fees charged after date of death will be issued to the estate

7.4 Military Service Member Protections

Under the Servicemembers Civil Relief Act (SCRA):

• Active duty service members may be eligible for fee waivers or refunds
• Interest rate reductions may apply to pre-service loans
• Certain fees may be waived during deployment
• Contact us with military orders to discuss available protections

8. Denied Refund Requests

8.1 Common Denial Reasons

Refund requests may be denied for reasons including:

• Fee was properly assessed according to account terms and fee schedule
• Request submitted outside the 60-day window
• Insufficient documentation to support the claim
• Charge resulted from member's action or inaction
• Fee is contractual and non-refundable per agreement terms
• No error or malfunction occurred
• Previous courtesies have been extended

8.2 Appeal Process

If your refund request is denied, you may appeal the decision:

1. Request Review: Contact a supervisor or manager within 30 days of denial notification
2. Provide Additional Information: Submit any new evidence or documentation supporting your position
3. Formal Appeal: Submit written appeal to:

   Eagle Federal Credit Union
   Attn: Member Services Manager
   648 Emmerich Prairie Suite 767
   Pourosside, HI 15598

4. Final Review: Appeals are reviewed by senior management within 15 business days
5. Decision Communication: You will receive written notification of the appeal decision

The appeal decision is final. However, you retain all rights to file complaints with regulatory agencies.

9. Regulatory Complaints

If you are not satisfied with our refund decision, you may file a complaint with:

National Credit Union Administration (NCUA)

1775 Duke Street
Alexandria, VA 22314
Phone: 1-800-755-1030
Website: www.ncua.gov

Consumer Financial Protection Bureau (CFPB)

P.O. Box 4503
Iowa City, IA 52244
Phone: 1-855-411-2372
Website: www.consumerfinance.gov

10. Prevention and Account Management

10.1 Avoiding Unnecessary Fees

Many fees can be prevented through proactive account management:

• Maintain minimum balance requirements
• Enable low balance alerts and notifications
• Set up overdraft protection
• Review statements regularly
• Use in-network ATMs
• Make payments on time
• Update contact information to receive important notices
• Understand your account terms and fee schedule

10.2 Fee Schedule Review

Our complete fee schedule is available:

• On our website at https://eaglefcu-onlineba.com
• Through online banking
• At branch locations
• Upon request by calling +1 (478) 440-1650

Review the fee schedule periodically to stay informed about charges that may apply to your accounts.

11. Policy Updates

Eagle Federal Credit Union reserves the right to modify this Refund Policy (United States) at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated through:

• Website notification
• Email to address on file
• Notice included with monthly statements
• In-branch posting

Your continued use of our services after policy changes constitutes acceptance of the updated terms. We encourage you to review this policy periodically.

12. Contact Information

For questions about this Refund Policy (United States) or to request a refund, contact us:

13. Acknowledgment

By using Eagle Federal Credit Union's services, you acknowledge that you have read, understood, and agree to this Refund Policy (United States). We are committed to fair treatment of all members and will work with you to resolve fee disputes in a reasonable and transparent manner.

Eagle Federal Credit Union values your membership and strives to provide excellent service. We encourage you to contact us with any questions or concerns about fees or charges on your account.