ComplaintsforBay Federal Credit Union

• Initial Complaint

  08/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been on "Autopay" for almost 2 years with zero issues, and no reason to believe there would be one now. There have always been enough funds in the checking account that my payments come from and my bank statements prove this. According to my payment history on Bay Fed's website, the problem first arose on 5/20/24 when my Autopay was "reversed." They leveraged a $15 "Charge Assessment" (reversal fee). This was repeated in ************ with a total of $109.62 in late & reversal fees. I received no communication about the issue until 7/12, when I received a phone call from an unknown number which I tend to ignore. They left a suspicious-sounding voicemail with no context "We are trying to reach you, please call back". I received another such call on 7/25 (no voicemail) with a following email to the same effect.When I called on 8/2, I was told that my bank had reversed the payments, so that is between me and the bank to resolve. However, the ***** Fargo rep was as confused as I was- WF has no record of any attempts by Bay Fed to debit my account AT ALL in the months of May thru July. I had not stopped any *************** had no reason to block such payments as they have been successfully auto-billed since October 2022. I woke up on 8/3 with notifications from all 3 credit bureaus that my account has been labeled as Delinquent on my credit reports. This is the main problem and serious wrong that has been committed. First is the utter lack of communication for 2, nearly 3 full billing cycles before making ANY attempt to contact me- seems like a nice way to rack up those late fees. Then, blaming an inexplicable technical failure entirely on a loyal customer who has been faithfully keeping up with payments for years with no issue? Not only that, but allowing just 2 weeks to pass after the first attempt at contact before reporting to the credit bureaus and permanently staining my record, when they themselves made zero effort to rectify the problem for 2-3 MONTHS.

  Business response

  08/15/2024

  Thank you for being a valued member of Bay Federal Credit Union (We, Us, Credit Union, and Bay Federal). We received your Better Business Bureau complaint about events that have occurred on your auto loan account ending in 5056. We appreciate the opportunity to conduct a deeper analysis of your unique situation.
  
  We have determined that there were a series of challenges that precipitated the late fees and the credit bureau reporting. When attempting to contact members regarding late or missed payments, we deliver generic email and voice mail messages to support your privacy.
  
  As a result of our detailed analysis of your unique situation, Bay Federal Credit Union will waive your late charges of $64.62 (sixty-four dollars and sixty-two cents) and remove the late remark on your credit report as a one-time courtesy. Please note that the credit report update will take up to 30 days to reflect the changes. We highly encourage you to sign up for online banking for easy access to account activity and notifications.Sharing updates to your contact information (mailing address, email, phone numbers, etc.) help all financial institutions keep you updated on important activities on your accounts.  
  
  We appreciate your membership and the opportunity to serve you. 

  Customer response

  08/16/2024

   
  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.
  

  In the case that the derogatory remark is not removed from my credit report within the next 30 days, I will be back in touch regarding that. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have followed up in person several times at the Bay Federal Credit Union *******, ** Branch regarding excessive fees taken from my savings account, $10 at a time, totaling approx $200. Most recently I met with a banker in person on April 9 2024 to discuss & resolve the chronic issue. Previously, I had met with a banker in person in Oct 2023 regarding excessive fees, he assured me fees will never be assessed once the remaining acct balance reaches $30. I continued to be charged excessive fees, taking my account to a negative balance. This history was shared with the banker in person again on April 9, 2024In response, the ******* Branch banker told me she would have her branch supervisor address the issue via a follow-up phone call. I never heard from the branch manager as promised. I have also called several times by phone and was given the run around which means I got nowhere. Time to file a formal complaint.

  Business response

  07/09/2024

  Contact was made with the member and a refund of fees was made as a courtesy. At the member's request, accounts were re-opened. 

*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. ↩