ComplaintsforPima Federal Credit Union

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some one took money out of a joint account mom and I had and it was alot and it was without our consent and the bank won't give me a full run down of how much was taken out they tell me I have to be 72 years old before they can do that or ti get a lawyer or a warrant before they can show me any fraud that was committed and the estimated money they took out of that account is up to eighty thousand dollars and they are telling I can never get the money back or they are not allowed to do it or they won't do it, with that money I could pay off my credit card's and my house payments and a land lawyer and a bank loan I have otherwise I'm going to lose my house and the property it's on and possibly not have enough money for food and food for my dog's and I my lose my mental health dog's thank you great, great, great granddaughter of president Ronald Regan Krista Marie Siebold.

  

  Business response

  02/26/2024

  Pima Federal Credit Union (“the Credit Union”) has investigated the situation related to the complaint and are grateful for the opportunity to respond to the concerns. Upon review of our member’s account, we could not identify any withdrawal that appeared to be of the nature the complainant describes. It appears that the account never had anywhere near the balance necessary for $80,000 to be fraudulently withdrawn from the account. While we do not have any information that the joint members held accounts at another financial institution, it is possible that the withdrawals related to this complaint may be from an account at another financial institution.
  
  Pima Federal Credit Union (“the Credit Union”) takes member concerns and member finances very seriously. We continuously strive to assist our members financially and provide exceptional service. Should our member have any future questions on an account with us or product we offer, we encourage the member to contact us directly.
  
  Sincerely,
  
  Aaron Stewart
  Vice President, Compliance

• Initial Complaint

  09/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  September 19, 2023, 2011 Honda Accord was repossessed. Money paid as an auto loan for the original cost of the vehicle plus the interest rate and a series of additional unjustified fees. The major complaint is the repossession which was performed illegal because: 1. No advanced notice, 2. No disclosure of the name, address, and telephone number of the repossession company, 3. No statements or disclosures of possible damage to the vehicle or personal items in the car at the time of the repossession, 4. Limited access to the impound lot artificially increase fees. In addition, Pima Federal Credit Union charged fees the entire duration of the loan period for phone inquiries while not giving me access to the online site. They refuse to negotiate a settlement, but continue to increase their fee amount. They have also made it extremely difficult to obtain what the total amount due was until after the repossession. The account number is 1312796.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scam out of a lot of money more than $ 12000. And would like to get it back !

  

  Business response

  12/26/2022

  Thank you for the complaint correspondence. Pima Federal Credit Union takes member concerns seriously. We understand that fraud is a big problem right now throughout the country and are sorry to hear that our member reports to have been victimized as well.

  We reviewed our member's account and did not see an indication that the member reached out to us to report the scam the member feels occurred nor did we see transaction activity on the member's account that would indicate a scam or other activity in the dollar amount reported in the member's complaint.

  We encourage the member to reach out to us with specific transactions or other information related to the scam in question in order to assess how the Credit Union can work with the member in addressing this issue. 

  Sincerely,

  ***** *******

  Vice President, Compliance

  Pima Federal Credit Union

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pima FCU has been holding my paychecks for a minimum of 4 days. After a mobile deposit on Thursday December 15, my wife called the bank the very next day and talked to ***** in the springerville branch about holding my paychecks. ***** said the total amount of the check was available for use and that my wife’s app needed to be updated due to it showing only a small amount available. After driving an hour into town to buy groceries and completely filling the cart, our debit cards were declined for insufficient funds. I have inquired with all my co workers who bank at all different institutions and none of them hold their checks and full amount is available next day. On October 5th we deposited a check from my father in law, on the 7th they released a small amount and didn’t release the rest until the 17th. In this economy living paycheck to paycheck you cannot be holding on to someone’s money for x amount of days. We all have bills to pay and food to put on the table and that seems to be a hard enough task with you playing god with my money.

  

  Business response

  12/25/2022

  Thank you for providing the complaint correspondence. Pima Federal Credit Union takes member concerns very seriously. We continuously strive to assist our members and provide exceptional member service. Learning from the experiences people have with us helps the Credit Union improve and we are grateful for the opportunity at hand.

  We looked into the specific details related to the complaint you provided. The member commonly uses the mobile deposit feature to deposit the checks in question. While each situation is potentially different, funds from a mobile deposited check are generally deposited to the member's account within two business days. In the specific instance provided in the compliant, the photo of the check in question was taken on a Thursday evening. The electronic file was created in our system the next morning and the deposit was posted shortly after on Friday morning. The first $225 was released immediately and the remaining amount was held for two business day, which was Tuesday as Saturday and Sunday are not business days. 

  The same standard check hold timing occurred with the check deposited on October 5. Regulation CC defines the funds availability rule. Essentially, for a check larger than $5525, the first $225 is available the next business day, the next $5,300 is available within two business days, and any amount above that is available in seven business days. This time frame was followed on the October 5 check.

  That being said, we understand that this can be frustrating, especially when those hold time frames are not known. There are programs we offer at the Credit Union that can aid in having check funds available sooner. We encourage the member to call or visit a branch to determine if a program is right for them.

  Sincerely,

  ***** *******

  Vice President, Compliance

  Pima Federal Credit Union

   

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pima charged me 29$ on .31 cent overage and then another 29$ on a 4$ monthly reoccurring payment. Inflation and cost of living is so high right now so this is alot of Money for me to lose . I have been calling all day to see if the corporation can waive the fees and i just keep waiting on hold. No email option. No chat option. No way to reach ananyone. So I am poor and at the mercy of a credit union I can't reach.

  

  Business response

  10/05/2022

  Pima Federal Credit Union takes member finances and concerns very seriously. We continuously strive to assist our members financially and provide exceptional service. Learning from our member’s experiences helps the Credit Union improve. We have investigated the situation related to the complaint and are grateful for the opportunity to respond to the concerns.

  Upon review of our member's account, the member did in fact overdraw the account twice, which each incurred an overdraft fee of $29 in accordance with the overdraft protection plan the member participates in. We have refunded the member those two fees, attempted contacting the member to discuss, and ultimately left a message on 9/30/2022. As of this writing, we have not heard from the member. 

  We have multiple channels with which our membership can contact us, including telephone, online chat, email, and in-person branch service. We could not identify a reason that the member was unable to reach us.

  As we have performed the requested action, we consider this complaint resolved.

  Thank you.
  

  Aaron Stewart
  

  VP, Compliance

• Initial Complaint

  04/20/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Have a safe deposit box here. Have lost the key to. Went to the business on 3/3/2022 , a teller entered my request into their computer to have the lock drilled and rekeyed. Haven't heard anything back from them. Have left numerous messages on their phone system requesting a call back, have sent them two Emails requesting a response. Haven't heard back from them. Customer service is non existent

  

  Business response

  04/26/2022

  Thank you for providing us with our member's concerns. 

   

  We have reached out to our member and have scheduled services to resolve his issue. We consider this issue to be resolved.

   

  Thank you again.

   

  Aaron Stewart

  VP of Compliance

  Pima Federal Credit Union

  Customer response

  05/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17070761, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was notified that my information had been stolen and sold on the black market under different iterations of my name, social and addresses that were not mine. The thief hacked into a terminal that held multiple records for my place of employment. This exposed all of my vital information, and the opening of inquiries and accounts started to happen under my name. I also found this account that I believe not mine: Acct name: PIMA FEDERAL CREDIT UN acct no. 1228747**** date opened 04/01/2015 balance $13,914.00 I am not liable for this debt and I do not have a contract with: Company: PIMA FEDERAL CREDIT UN Address: PO BOX 50267 TUCSON, AZ 85703 Tel No: - Police Report and FTC Affidavit are attached with this complaint together with dispute letter sent to the bureaus. I also filed complaints thru CFPB. Please delete this account from my credit report at once. Any questions or concerns I can be reached at 3441 E FLOWER ST APTD TUCSON AZ 85716 and email at [email protected]. I need a response from the company.

  

  Business response

  04/15/2022

  Thank you for making us aware of this situation. We are reviewing the auto loan documentation related to this issue and will be reaching out directly to work to resolve this. We will update the BBB as to the resolution.

   

  Thank you again.

   

  Aaron Stewart

  VP of Compliance

  Pima Federal Credit Union

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is literally no way to get in touch with customer service if any kind. Calls won’t go through and if they do, I’m on hold for hours at a time.

  

  Business response

  02/15/2022

  Due to our online and mobile system transition on February 8, 2022 caused extended wait times for our members to speak with member service representatives. Due to these extended wait times, it has been challenging to maintain the member service that we usually provide.  We have attempted to reach our member several times over the past week and have left messages but have received no response. We did verify that our member has successfully logged in to our new system and is using it. The system is an additional method for which the member can use to contact us, should the member have further questions. We consider this issue resolved.

   

  Thank you.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm unable to get into my online banking account no matter what I do. I've tried to have them send an email to help and they say they do but still no email I've made sure it's right and everything. And when I call to see if they can help me solve the problem, the phone line goes silent.

  

  Business response

  02/11/2022

  We have reached out directly to our member and addressed the expressed concerns. We believe that the issues have been resolved with the member.

   

  Thank you.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I purchased my car, I took a loan from Pima Federal Credit Union. During the time of making payments, my family and I have had several financial emergencies, including several forced moves( non eviction), extensive surgery for my husband, and loss of income due to COVID-19. In the last three months, Pima Federal Credit Union twice placed my car into repossession status and demanded an extra $350.00 to get it out. The extra fees are totally unfair and predatory at a time when we are barely able to survive, pay rent and food/gas.

  

  Business response

  12/09/2021

  Thank you for providing the complaint correspondence from your customer and our member. Pima Federal Credit Union takes member concerns very seriously. We continuously strive to assist our members and provide exceptional service. Learning from our member experiences helps the Credit Union improve, and we are grateful for the opportunity at hand.
  
  We looked into the specific details related to the complaint you provided to us on December 2, 2021. From our investigation of the situation, we have worked with the member to develop a repayment strategy that works for the member and for us, including providing extensions.
  We reached the end of our ability to provide additional extensions and communicated this with our member on September 1, 2021. At that time, we issued the first regulatory-required letter notifying the member that they needed within 10 days to make a payment of the past due balance in order to bring the loan current. The letter expressly stated that the member is liable for collection costs and fees under the terms of the loan agreement. After we did not hear from the member, on September 15, 2021, repossession proceeding were initiated, as per standard procedures and as provided in the loan agreement. The member’s spouse contacted us on September 22, 2021 and stated they wanted to pay the balance. On September 23, 2021, the past due balance and the collection costs and fees were paid. After repossession proceedings were canceled by us, we were charged a total of $100.00. Management decided to reverse the previous fees and only charge the $100.00 to the member. The remaining amount was paid to lower the member’s loan balance.
  Subsequent to this occurrence, the member’s loan again became past due. We again attempted to contact the member via phone and text message to discuss but did not receive a response. Due to the non-responsiveness, we were again forced to initiate repossession proceedings on November 24, 2021. On November 30, 2021, after the repossession company contacted the member, the member and the member’s spouse separately contacted us regarding the loan delinquency. We explained that the loan was at that time 68 days past due and we had provided a total of nine months’ worth of payment deferrals in the last 18 months. Because we were forced to initiate repossession proceedings, it was necessary for the member to pay the past due balance and the collection costs in order to bring the loan current. On December 2, 2021, the member paid the past due balance and the collection costs and we again canceled repossession proceedings. Should the collection costs charged to us be again discounted by the third party, we will again pass that discount back to the member by applying the difference to their loan balance.
  Pima Federal Credit Union takes member concerns and hardship very seriously and we continuously strive to provide outstanding service to each and every member. As we are a not-for-profit organization, we also have a responsibility to every member of the Credit Union and need to ensure that we handle all matters with the total membership in mind.
  We understand that the member feels as if they experienced poor service in relation to their vehicle loan. The Credit Union truly believes that we provided multiple opportunities for the member to recover from the hardships they experienced and still maintain their loan in good standing. We hope that this detailed explanation of the situation clears up concerns that the member has and also explains our duty to both the individual member and the membership as a whole. We further encourage the member to contact us with future concerns as soon as possible so that we can work with the member to determine if there is a way we may be of assistance.

*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. ↩