Yakima Federal Savings & Loan Association Market St, Prosser

Thank you for your feedback. We take long drive-thru lines seriously and attempt to prevent wait times from being excessive. Our staff works hard to provide quick service through the drive-thru, but we also must be accurate when dealing with all transactions. Some customers bring transactions to the drive-thru which are more complex and would be better serviced in the lobby. However, we do not turn away these customers unless the transaction or need requires a sit-down consultation in our lobby. We acquire all of our data processing resources, including online banking and mobile banking from a third-party financial services data processor. The mobile banking app they provide us has gone through many changes over the course of the last year, generally in the area of improved interface and usability, and we have added a number of new features to both online banking and mobile in recent months. We are curious as to what you would like to see in online banking? We are happy to take your feedback to our data processor so they can consider your needs and address them in a future release of the online banking and mobile product. I do want to draw your attention to the services we have brought to online and mobile in the past year. We offer a robust account alert system that is accessible through regular online banking and through the mobile app, including alerts sent to your email address, by text message, and by push alert to your phone. Mobile deposit is currently available through the mobile app. Additional enhancements scheduled for later this year or early 2020 will improve the simplicity of snapping photos of checks along with making mobile deposits post to your account more quickly. We also recently began offering external account-to-account transfers through online banking and the mobile app. Later on this summer we will be a full participant in the Zelle person-to-person payments service, also available through online banking and the mobile app. Additional features are planned for introduction through the remainder of 2019 and continuing into 2020. We appreciate your loyalty. Please do not hesitate to bring your needs to the attention of our management at the Prosser office. If you have any questions about the features we do offer online and mobile, please consult with our Prosser office at your earliest convenience.

We appreciate the opportunity to address your feedback. As a general rule, we do not allow individuals who do not have an account with us to conduct transactions on a customer's account. This restriction is in place to address selected government banking regulations, to prevent fraud and identity theft, and to maintain the security of our customers' accounts. There are select situations where we may allow a non-customer to deposit to a customer account, unfortunately the transaction you were attempting to complete would have violated the policies we maintain in order to be in compliance with government regulations and maintain account security. If you will be making cash deposits to your mother's account on a regular basis, please ask your mother to contact the branch and consult with our staff about this situation and what must be done so we can accommodate both of you. May we also suggest the use of a person-to-person payments service such as Zelle, or another third-party service like Venmo or Square Cash, to accomplish recurring funds transfers to your mother. These services are all mature and can provide fast and secure funds transfer services without either party having to handle cash or visit a bank office. Our branch staff and management are available during our normal office hours to handle any additional inquiries.

We appreciate the opportunity to address your feedback. Most new account openings are generally a quick process, especially if our customer has all the necessary information and identification in their possession when beginning the process. Some types of accounts, such as trusts or accounts that will have complex ownership structures, do require more time and documentation to open than an individual or joint account for household purposes. All tellers at our Prosser office complete all work from the teller line as there is limited sit-down desk space at that office and we do not have dedicated new accounts staff at desks. Our management is exploring desk and seating options which would address longer account opening times. Management is also exploring procedural changes which may alleviate longer account opening times. We utilize a bill pay product provided by CheckFree, currently the largest provider of bill payment services in the U.S. We do not own or operate the bill pay system. The relationship we maintain with CheckFree places Yakima Federal as a client of CheckFree, much in the same way that our bill pay users are also direct clients of CheckFree, and we are bound to their operating procedures and the capabilities of their system. The proper procedure for customer inquiries about bill pay would have been for our branch staff member to do initial investigation about the issue you were having, and then address that issue to online banking support staff at our main office. A very limited number of issues can be addressed and corrected by Yakima Federal staff. However, CheckFree provides first level support for the entire bill pay product and certain inquiries and activities are more efficiently and accurately handled directly by CheckFree. CheckFree's support telephone number is located at the bottom of every page visible when interacting with the bill pay system through online banking. We also will provide customers the CheckFree support number for issues which we cannot address effectively or as efficiently as CheckFree staff can. Note that there are certain bill pay issues which only CheckFree can address and they must be contacted directly by our customer to seek resolution. You may have been provided the CheckFree toll-free number because the issue you were encountering would have been best handled by CheckFree directly or the issue you encountered could only be addressed by CheckFree. Our management has revisited the manner in which bill pay inquiries are handled by branch staff as part of our ongoing employee training efforts. In future customer interactions, if we have to direct customers to contact CheckFree directly we will provide information as to why that is necessary. We appreciate your feedback and utilize it to improve training and services.

Thank you for the compliment. We endeavour to continue being your partner in financial services. Our Prosser office is happy to address any of your future needs.