ComplaintsforTucson Federal Credit Union

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My account was compromised and I got a call from TFCU while on vacation (4/13/24) to let me know. I then filed a dispute to which I answered one of the questions incorrectly as i misunderstood the question so my dispute was denied. I then resubmitted my dispute and it was approved in my favor on 4/22/24. I never received the temporary credit nor the permanent credit for my approved case. I called numerous times to follow up regarding where my $636 was. I made an appointment at the local branch on mission to which I was told they can’t do anything. After a ton of back and fourth TFCU denied my fraud claim stating it was found valid. I have been back and fourth with the fraud team and local branch and still have no resolution. I was told I’d have an answer to my escalation on 5/20/24 and as of today I have no answer if my case is in fact approved or denied. I spoke to a supervisor on the fraud side today who has reached out to the escalation team and hasn’t gotten a response from them. At this point there is no eta on when I will get a for sure response from TFCU and can’t speak to anyone higher regarding this issue as all I get is the run around. Very disappointed

  Business response

  05/22/2024

  After further review of the situation, we have refunded the full amount to the member. We apologize for the delay in resolution and appreciate you bringing it to our attention and allowing us the opportunity to make it right.

  Customer response

  05/23/2024

  Hello,

  
  

  I was contacted yesterday by Heidi from TFCU and she was able to correct my account and adjusted accordingly. Please close this complaint. 

  
  

  Thank you,

  Kimberly Picasso 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car loan through Tucson Federal Credit Union, and I was recently in a car accident. After the accident, I found out that due to me missing insursnce for a month TFCU charged me for a year of car insurance. I have always had Geico except for that one month, so I sent in all the evidence and documentation of my insurance to Tucson Federal Credit Union. They responded that they are going to charge me 192 dollars for the month missing and credit me 800 dollars for the 11 months they charged me. I am confused why there are inconsistencies in the numbers, because if you multiply 192 by 11 months it is over 2000 dollars. My insurance has already paid them out when TFCU reported to them the wrong information owed, basically stealing my money. ************* *** ***) and I have tried many times to speak to someone and it is basically impossible and like playing ring around the rosie.

  Business response

  05/09/2024

  After thoroughly reviewing the situation, we’ve determined that Ms. Steffon experienced a lapse in her insurance coverage, necessitating the addition of Collateral Protection Insurance (CPI) to her loan. CPI insurance involves an upfront charge for the annual premium, which is prorated monthly based on the vehicle's value. We've made multiple attempts to contact Ms. Steffon to discuss this matter, but unfortunately, we have not received any response to our calls. Based on our review, the charges have been applied correctly, and we consider this matter resolved.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since August of 2023, TFCU has repeatedly ignored my requests to discuss hardship options to avoid foreclosure on my home. Prior to this I experienced multiple documented events that are frequently seen as valid reasons for granting hardship (separation, being the victim of an assault, and struggling with severe symptoms of PTSD as a result of all these events). Now they are using the conditions that accumulated after denying my request to discuss options in August as the reason for the denial. My understanding is that while a mortgage company may not be required to provide any specific hardship assistance depending on the type of mortgage, they are still required to engage in the discussion, which did not occur. Instead, when I have been in contact with their staff throughout this period I have been given threats and ultimatum to pay up or face foreclosure. My requests for more information are frequently either completely disregarded or the most vague response is given such that I cannot actually have the info i need to protect myself and have to repeatedly rephrase my questions to get to the fundamental details (if that ever even happens). I believe their handling of this is, at best, unethical, but likely also illegal. Of course, they know they have the upper hand in that regard since I clearly don't have the resources to defend myself by hiring a lawyer.i suspect they have also considered that the value of my property has gone up since the home was purchased and they stand to benefit from foreclosing on it, whatever that does to me personally.

  Business response

  03/13/2024

  After thoroughly exploring all available options within our parameters to assist, none were feasible as the member was unable to satisfy the requirements given. Therefore, we must proceed with the next steps, and we consider this matter closed.

  Customer response

  03/14/2024

  I have no expectation that TFCU will be accountable for their contribution to this situation since doing so doesn’t benefit them, however, I do not accept their response.  They are welcome to consider it closed, but consumers should be aware that this company is not transparent about their policies. Their staff will withhold important details and straight up ignore your direct questions when you ask for help. Even if the reasons for your hardship are valid and documented they will deny you without a second thought. They may be legally allowed to do this, but that doesn’t make it ethical or fair. It just means you are even more disadvantaged in your efforts to protect yourself. 

  To respond specifically to TFCU’s comments about my complaint, TFCU did not engage with me in any earnest attempt to explore options for avoiding foreclosure since August. When I asked in August they said it hadn't been long enough since my last request, a policy that was not shared with me at the time of that request (otherwise I would have asked for a longer than 2-months deferral. Shame on me for attempting to take the minimum.). 

  When I again inquired about this in March I was asked why I waited so long. I reminded the TFCU representative that I had asked in August. At this point I was told that my hardship request would be considered if I provided proof of insurance, which I did. The TFCU rep in question asked me to specify the type of assistance I was asking for, but when I asked for more information about the types of solutions available, the question was ignored repeatedly. 
  Ultimately, they denied a request for a deferral (which I had not specifically asked for) and gave me an ultimatum to pay them an impossible amount within a very short period of time or they would start the foreclosure. Since they knew I was asking for the hardship because I didn’t have that amount of money, I don’t see this as a valid option. Their rationale for denying any viable options includes conditions that didn’t exist back when I asked in August, but that hardly seems to matter. 

  At the end of the day, this org seems to operate on an old-school shame-based model that puts all the onus on the customer to resolve issues that are completely out of their control. 0/10 would not recommend.
  

  
  

  Business response

  03/16/2024

  While we empathize with the member's concerns, it's important to note that their complaint does not provide a comprehensive view of TFCU's practices. We have demonstrated considerable flexibility by extending grace in this situation. However, understanding their perspective, we acknowledge their dissatisfaction and are proceeding with the next steps.

• Initial Complaint

  03/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened my account on 2/14/24 and I was happy at first but then I found out that my account was froze almost instantly and I have reached out to Tucson federal credit union several times now but to no avail why Am I being punished for something I don't have any knowledge of I started working out of town the very next day and I have been put in a horrible situation by not being able to have the direct deposit in place this is my first time ever using a credit union and I have to say that I am not pleased by any means I don't know what the problem is and I can't get any help from the Tucson federal credit union what Am I supposed to do

  Business response

  03/04/2024

  Upon opening his account, Mr. Townsend deposited an item that was uncollectable due to being stale dated and made payable to another party other than him.  Unfortunately, we have not been able to reach the member to recover the funds and release the restrictions placed as a result of the uncollectable item.  We’d like to note that Mr. Townsend’s account is open, he can receive direct deposits and he can make cash withdrawals and deposits.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My debit card number was used by someone other than me or anyone I know to make a purchase. I was notified by text message that someone had used my debit card number, and within minutes, I called and canceled my debit card and requested a replacement. The merchant investigation states that the billing and shipping addresses match mine, therefore my fraud claim was denied. I am attaching copies of the documents the vendor used in reviewing the case, and contrary to what the vendor states, neither the billing nor the shipping address matches mine (page 2 of "Merchant Response"). I am also attaching one of my recent Tucson Federal Credit Union statements, which reflects my billing address. Although not given as a reason for denying my claim, the "ship to" name is not mine either. It is my position that the Tucson Federal Credit Union used a third-party vendor to investigate my claim and relied on the sloppy work of both the merchant and the vendor to deny me the protection their organization offers its members.

  Business response

  02/22/2024

  Upon thorough examination of the case and accompanying documents, we have duly refunded the member for the disputed charge. We appreciate our member bringing this matter to our attention, and we consider the issue resolved.

  Customer response

  02/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21329107, 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,
  
  John Adams
  
   
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  they canceled my secured credit card without notice and have not gave me back my money that i’ve already asked for back that is in the amount of 300 dollars i would like to use my own money especially in the situation i find myself in at this very moment not handled in a professional way very disappointing

  Business response

  12/12/2023

  After reviewing the account and speaking with *** ******, the money has been refunded in full. TFCU recognizes the error made and apologizes for any inconvenience this has caused our member.

  Customer response

  12/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, 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

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent a desist letter to Tucson Federal credit Union. And now they got my cell phone# somehow,And one of there employees phoned me today 12/04/2023 And harassed me over the phone.

  Business response

  12/05/2023

  Pursuant to the BBB review filed and initiated on 12/3/2023 by our member, we reached out to them with the sole intent of addressing the service issue that was detailed therein.  We did not harass our member, but merely contacted to address the initial complaint.  Upon contact, permission to speak on this topic was requested and granted by the member.  During that conversation, the member openly discussed payment history with our employee.   
  
  In the initial complaint, the member questioned fees and interest charges.  The member submitted a Cease and Desist on 05/31/2023 which has prevented our Solutions Group from contacting her to remind her of payments due.  The member missed two payments in August and October since that time causing the two $15 fees mentioned in the review.  After this information was communicated to the member, she stated she was getting another call and disconnected the line.
  
  Tucson Federal Credit Union is committed to the highest level of member service standards while remaining in full regulatory compliance.  We have addressed the issue and consider this complaint a closed case.  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jace Garrish with Tucson federal Credit Union provided me with misinformation regarding my monthly loan payments. As a result, I incurred a stop payment fee of $35 on an eCheck that I sent using his written instructions: "If you wanted to set up the transfer with the Wells Fargo team they may want: Routing Number:__________ Account Number: __________ Account type: Loan For Bill Pay you can make the check out to yourself or Tucson Federal Credit Union. Preferred address is: **** *** ***** ******* ** **********" Had I not made a double payment which was successfully made, I would have also incurred late fees and certainly been late with my loan payment, because of Jace Garrish.

  Business response

  08/09/2023

  We have spoken with Concettina and resolved the matter. We will considered this complaint resolved and ask that it be closed. Thank you. 

  Customer response

  08/10/2023

  To whom it may concern,
  
  I would like to withdraw my complaint for case #20443103, as a resolution has been found.
  
  Cordially,
  Tina Giallanza
  

  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 5, $63.00 ACH was paid with insufficient funds. I got $33.00 nsf charge. $9.95 ACH paid with insufficient funds. I got a $33.00 nsf fee. Had the bank processed the $9.95 charge first it would not have been with insufficient funds. But this "non-profit" credit Union tells me they will not reverse any NSF fee. That these ACH payments are just like writing a check. THAT MEANS IT SHOULD HAVE BOUNCED OUT LIKE A BAD CHECK!!! Credit unions got in good with the corporate commissioners. Extreme executive greed has this struggling single mom arguing and angry at the struggling single moms who work for TFCU. Even these giant corporate owned commercial for profit Banks would have reversed the $33 NSF fee for the $9.95 charge. These tactics might be legal, but extremely predatory and NOT what someone should expect with a credit union! I'm disgusted!

  Business response

  06/07/2023

  We are sorry to hear about the filed complaint and have spoken with Joann Vargas to resolve the issue. Funds were credited to her. 
  Since this has been addressed, we ask that this complaint is marked closed.

• Initial Complaint

  05/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Early April, TFCU closed a dispute I had opened without reviewing any of the documents I provided. I was told the dispute would be reopened and escalated and I'd have a response by April 14th. This was a lie, as no one has contacted me, no information has been sent to me and no one has reviewed my dispute. I've wanted to close my account with them since early April but have been forced to keep it open by their dispute team lying to me. Had they properly reviewed my paperwork and/or respond by April 14th like they said they would, I would have closed my account. Since April 14th, I've been hit with 11 punitive NSF charges, each at $33. Had they closed my account when I asked the first time, this would never have happened. Had they reviewed my paperwork and sent me a response by April 14th, I would have closed my account. As of today, I am still unable to close my account due to them not reviewing my dispute. I've spent no less than 8 hrs on the phone trying to resolve this only to be purposely lied to, mislead and charged fees. I need ALL fees reversed, I need my dispute properly reviewed and I need my accounts closed. I refuse to pay any fees due to their lies.

  Business response

  05/08/2023

  After further review of the case, we credited the member appropriately and apologize for any inconvenience.

*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. ↩