ComplaintsforNuVision Federal Credit Union

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm facing the challenges of identity theft, having identified unauthorized transactions and worrisome activities associated with my identity. Despite reporting the situation to the police, I'm seeking assistance to resolve the issue. My main goals include recovering my financial losses, rebuilding my reputation, and I'm reaching out to you for support in removing this Inquiry from my credit report. Your help in this matter would be highly valued.

  

  Business response

  11/09/2023

  RE: Nuvision Credit Union Better Business Bureau Complaint Case # ********
  
  We are writing in response to the complaint that the BBB received from ***************************** referenced above. We appreciate the opportunity to respond to the concerns and assist with resolving the complaint.
  We have reviewed this matter and based on our records;**************** had an automobile loan that was paid off as agreed on 2013.Thereafter **************** elected to close her membership with Nuvision in 2014.The member does not have any open loans with the credit union.
  
  We appreciate the Better Business Bureau providing additional support for our members and consider this case closed.

  Thank you.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am complaining because there has been multiple times this year money has been withdrawn from my account, which I did not authorize. These transactions are listed as bank card monthly fees but with no description of why and where its coming from. They take money out each month and each time the amount is increased! Ive called them about fraudulent *************** stated they had no idea. So I replaced my debit card thinking that would take care of the issue but it didnt. These are the amount that have been taken out of my account. February 1, 2023 with the amount of $45.00 March 1, 2023 with the amount of $54.95 April 3, 203 with the amount of $54.95 May 1, 2023 with the amount of $74.90 Ive been with this credit union going on 6 years and I am highly disappointed. I would like a refund and to close my accounts with them.

  

  Business response

  05/15/2023

  We have reviewed this matter with our Member Contact Center.   On the two instances where **************** contacted the credit union, she did not provide ** with notice that the transactions were not authorized.  Instead, in both instances, the member stated that she was going to research the transactions further. **************** did not follow up to file transactions disputes. 
  We apologize for any inconvenience this may have caused and would welcome the opportunity to discuss account details and transactions dispute process with **************** to ensure financial success now and in the future. Should you wish to discuss this matter further, please feel free to contact Nuvision at ************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business has several unsettling fraudulent practices. They refuse to process fraud claims timely. They reach out to people via phone then attempt to verify account information including social security numbers when they initiated the call, offering no other information. In 2019, I received a refund from StubHub and was never informed of it. They closed my checking account, denied access to my account online, and transferred the funds to a savings account without my knowledge. Dealing with them is impossible, They have filed a negative report on my credit report for closing the account. Often times when dealing with NuVision I have to spend an entire day waiting for a callback or 2 hours + on hold waiting for an agent. The amount of time I've spent dealing with their lack of service I could've made several paychecks at my own job. I would never do business with NuVision again.

  

  Business response

  03/31/2023

  RE:         Nuvision Federal Credit Union (“Credit Union”)
                 Case # ********
  
  We are writing to address the complaint filed with the Better Business Bureau by our member, Mr. ** ***** ****** The Credit Union appreciated the opportunity to respond to Mr. ***** *****’s complaint and allay any concerns he has about the accuracy of his account(s).
  
  Mr. ***** ***** obtained a checking account from the credit union 4/9/2016.
  The account became overdrawn 12/31/2018. Mr* ***** ***** contacted our office on 1/28/2019 and 2/14/2019 to advise that he was aware of the negative status of his account and requested additional time to bring the account positive. The negative balance was charged off 2/28/2019. Our records do not indicate that a fraud claim was filed by *** ***** *****.
  Mr* ***** ***** received a deposit fro* ******* on 2/21/2020.The available balance was indicated on the member’s monthly statements that were sent as recently as 2/28/2023.
  The credit union offset the available funds to the outstanding negative share charge off on 3/17/2023.There remains an outstanding balance.
  
  We trust that we have fully addressed all of Mr. S**** ******s concerns as outlined in his complaint.  We hope that you will find this response satisfactory and will consider this matter closed.

  Customer response

  03/31/2023

   I disagree with the response and statement from the credit union.

  1) I was NEVER aware of the overdrawn and negative balance issue, which

  is why I flagged the account as fraudulent.

  2) The credit union blocked my online access to my account, therefore I

  have NEVER received any bank statements. Additionally, I have requested

  the bank statements and have NOT received them.

  3) When I received the notice from the Credit Union that I had $699 in a

  dorment "savings account", I was assuming that the funds were for a refund

  from **** ****

  4) The Stub Hub refund was the original fraudulent issue raised with the

  Credit Union.

  5) I HAVE NEVER given permission for the Credit Union to place the Stub

  Hub refund in a savings account.

   

   

  

  Business response

  04/10/2023

  We are writing to address the complaint filed with the Better Business Bureau by our member, Mr. ****** ***** *****. The Credit Union appreciated the opportunity to respond to Mr. ***** *****’s complaint and allay any concerns he has about the accuracy of his account(s). Attache please find a full response.
  

  Customer response

  04/11/2023

   As previously stated in my initial complaint, I have NEVER received any documentation

  regarding any of these transactions.

  I have asked for bank statements and records, but have NEVER received them.

  I cannot access them due to the credit union locking out my account.

  NuVision Credit Union continues to use fraudulent activity to justify ripping people off.
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Obtained a loan from Nuvision FCU in 2018 to buyout my lease with KIA/Hyundai Financial and then paid off my loan to Nuvision June 2022. Since then it’s been 10 months I have tried communicating with them and was told the title and all paperwork has been lost. I’ve tried to get them to reconstruct the paperwork with no help or return phone calls. Finally was able to get some help after 10 months from Hyundai Finance only to find out that now since this lease buyout was in 2018 and I had no paperwork to transfer the vehicle and pay remainder of tax I’m being charged over $497.00 on late fees all because Nuvision did not process the title and transfer title out of lease. I have tried calling several different people only to get that a person named ***** ******* who’s in charge would call me back and that she’s always in a meeting. I’ve called her and left several messages over the last 5 months . This really puts me in a financial hardship as I’m 82 years old. Can someone please get the credit union to do what they were to do in the first place. I feel now that I no longer owe them any money on this loan that they are just totally ignoring the situation. I have already contacted the California DMV investigations unit. Please advise what to do next. Thank you.

  

  Business response

  04/03/2023

  This loan was opened on 8/30/2018 and we received confirmation lien was perfected on 3/20/2019 In Oklahoma, the title goes to the member and financial institution receives a Lien Holder Release form. The loan was paid on 5/31/2022 and a lien released mailed to the member on 6/9/2022. Attached please find a detailed response.

  Sincerely,

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

  AVP Consumer Lending

  Customer response

  04/04/2023

  after 11 months of calls and requests I have on my own efforts recurved the title. So I took paperwork (title lien release etc.) to Oklahoma tag agency to complete the title transfer process and because of the negligence and time that it took for Nuvision to respond to this problem I’m being charged an additional $547.00 in late fees for penalties when it was clearly not my fault.  I would like compensation and the total is $997.00 to complete of which $447.00 is my tax and 100.00 in transfer of registration that is my responsibility.  In Oklahoma late fees are assessed $1.00 per day up to the full amount of transaction.  Due to ***** at Nuvision not following up on her job and for her to have sent DMV paperwork to the wrong place (she admitted that to me) as she gave me some address in downtown Tulsa that supposedly lost the paperwork, she NEVER followed up.  ***** because of not knowing what to do has ignored my phone calls, lied about sending a request for duplicate ( I know that cause Hyundai sent requested paperwork back to me with a Nuvision check that was incorrect.  I then again tried to contact ***** and was told it was being handled by ***** *******, I have called her a dozen time since December and she also will not return my phone calls.  I would like compensation for the late fees of $547.00 due to the improper handling and negligence on the part of Nuvision, *****, and ***** *******.  My next step is contacting *** *************** and I’ll go up from there if need be. As of this day 4/4/23 I have yet to hear from ***** ******* (I’m told supervisor of department). I expect this to be resolved asap.  Im 82 yes old and do to my health want to sell it vehicle .  
  

  thank you

  ****** *****

  

  Business response

  04/19/2023

  Various representatives of our Member Contact Center have been in communication with Mr. ****** ***** daughter regarding this case. Per member’s request Alice Braucht was able to speak with his daughter to resolve our member's concerns. While the title transfer was not processed correctly, we have decided to credit Mr. *****’s account the additional late fees to cover DMV title transfer from California to Oklahoma title.
  We have reached out to Mr. ***** and have taken all necessary action to preserve his membership and to re-establish his confidence in the Credit Union through effective and timely assistance now and in the future. Mr. ***** has accepted our sincere apology and our commitment to meeting our member’s financial needs and providing an elevated level of service that our members have come to expect from Nuvision.

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not aware of this account. I have reached out to Equifax and Transunion Credit Bureaus, and with NUVISION FCU to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from Equifax and Transunion Credit Bureaus. Thus, I am reaching out to seek assistance to have NUVISION FCU confirm that I have no account with them and that the Equifax and Transunion Credit Bureaus can simply remove it from my credit report.

  

  Business response

  11/17/2022

  Per provide account statement attached, it appears this claim should be file with Navy Federal Credit Union.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a member we have always paid our loans on time utilizing allotments. Because we have 2 different accounts sometimes the allotment went to wrong account and every time it was corrected. It was times I was charged late fees and they were removed but I was informed that Mar 2022 my account was 30 days late because it was short less than $20 when theres a continuous allotment but because its not doing the automated deduction it has caused me credit issues. Im trying purchase a home but this late is hampering that ability. Account #******.

  

  Business response

  11/04/2022

  **************************** BBB Complaint Case 18344215
  
  Nuvision Credit Union recognizes and apologizes for Ms. ******** frustration and concerns regarding her loans with the Credit Union and the accumulated late fees. Our records indicate that she received a discount to the interest rates for setting up automatic transfers through the allotments indicated. However, payments are not coming through automatic transfer. Loan payments are being made through other means,and unfortunately, some of those payments have been made after the grace ****** which would assess a late fee. Payments more than 30 days late will impact credit reporting of past due payments, as may have been the case for the February and March 2022 payments.
  
  Our relationship with our members is valued and appreciated. As a courtesy, we have reversed several late fees. We have reached out to ****************** and have taken the necessary actions to preserve Ms. ******** confidence in the Credit Union and consider the complaint resolved.
  
  Kind regards,
  ***************************
  Loan Servicing Manager
  

  Customer response

  11/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. An audit of my account to see an monthly allotment is sent to my savings account every 2 weeks. They will see it has been numerous occasions they failed to put payment to proper account. During Covid we especially had some issues because we did a forebearance. The only acceptable resolution is to remove the 30 day late due to Covid and we were not called or sent a notice that a payment was missed or late to even see if their was an issue since we have been members 15 years.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business has several unsettling practices. They refuse to process fraud claims timely. They reach out to people via phone then attempt to verify account information including social security numbers when they initiated the call, offering no other information. I received one of these weird phone calls on 10/27/22 as an example, immediately called back the company and spent 2 hours talking to employees of multiple departments and managers. They couldn't find anything. Received another phone call today and they are saying I have an account in collections when I just talked to them 4 days ago. When I established my Credit Card with them they assured there would be no hidden fees, then 6 months or less later they added a fee to be able to pay in any way other than in person for their Credit Cards. Now I have no choice but to deal with them for hours at a time or suffer a hit to my credit report for closing the account. Often times when dealing with the company I have to spend an entire day waiting for a callback or 2 hours + on hold waiting for an agent. The amount of time I've spent dealing with their lack of service I could've made several paychecks at my own job. I would never do business with this company again if I had the option.

  

  Business response

  11/08/2022

  ********************* BBB Case # ********
  
  
  NuVision has received your correspondence regarding the above referenced case number and the complaint and have researched the account in question.
  
  The member was contacted by the ********************** on 11/01/22 regarding his past due visa.  The members complaint regarding us reaching out and asking him to verify information, is correct.  The ********************** is required to verify our member before we disclose information.  This includes verification of the date of birth and last four numbers of the members social security number.  We also ask to verify the demographics on the account to ensure we have the most updated information. 
  
  The 1st contact with the member was on 11/01/22, the member refused to verify the last four of his social security number, and he was advised by a Collections Representative to call the Credit Union directly so he would feel more comfortable verifying that information.  That prompted the 2nd call with the member, and he verified his account information and was directed to our credit card fraud department. 
  
  We apologize for any inconvenience this may have caused;however, the Credit Union is trying to protect our members privacy by verifying every member before disclosing account information.  We consider this case resolved,
  
  
  Very Truly Yours,
  
  *******************************
  AVP Collections
  

• Initial Complaint

  10/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I refinance my car with USAA, I was quoted a balance by their representative for a 10 day payoff after a car payment. An extra payment was made which my bank took back after the quote was already given. Nuvison is now stating that I owed that extra payment which I believe to be false. I asked them to go review the phone call which they said that if their rep gave me the wrong information they apologized. They are refusing to send my car title which needs to be transferred to USAA even though they already cashed issued by USAA.

  

  Business response

  10/12/2022

  *********, B. BBB Complaint Case 18167175
  
  Nuvision Credit Union recognizes and apologizes for Mr. ********** frustration and concerns regarding his loan payoff with the Credit Union. Immediate steps have been taken to speak with the member about the timing of the payoff and the returned loan payments. To ensure closure of the loan and the immediate release of lien, fees have been reversed and final payment and payoff from USAA have been reapplied with appropriate effective dates. The release of lien on the electronic title was expedited on 10/7/2022.
  
  Our relationship with our members is valued and appreciated.We have reached out to ********************** and have taken all necessary action to preserve Mr. ********** membership and to re-establish his confidence in the Credit Union through effective and timely assistance now and in the future.
  
  We hope that ********************** has accepted our sincere apology as an expression of our commitment to meeting the financial needs of every member and providing an elevated level of service our members have come to expect from Nuvision. We consider this issue to be resolved.
  
  Kind regards,
  ***************************
  Loan Servicing Manager
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 19th, 2022 I paid the loan, repossession fees, and storage fees for my vehicle to Nuvision Credit Union. I was told by the woman ********* ******) overseeing my case that within an hour she would send over the release form to the tow company that was storing my vehicle. She failed to do so. Then she refused to return or answer my phone calls that I placed before the end of her shift (5pm). The tow company called me back and informed that he was not in town, nor had he received the email from Nuvision to release my vehicle that I had completely paid off. Nuvision no longer has the right to hold my vehicle, and yet after numerous attempts to take possession of my vehicle I have not been able to. I have been forced to rent an alternative vehicle to be able to get to work and to be able to drive my young child to and from daycare because of this business's gross and unnecessary negligence. I will also be submitting a complaint against the Lenders Tow and Recovery for their unethical business practices as well.

  

  Business response

  08/31/2022

  Case # ********

  Ms. *********** obtained a loan from the credit union 9/4/2014 for the purchase of a 2014 Chevrolet Equinox.  The amount financed was $35,922.92. Enclosed is a copy of the Retail Installment Sales Contract.
  Ms. ***********’s pay history shows chronic delinquency with many late and returned payments.       
  The credit union made multiple attempts to work with Ms. *********** regarding the delinquency on the loan with the last conversation held 5/31/2022. 
  The vehicle was assigned for repossession on 6/17/2022 due to delinquency. On 6/29/2022 the repossession was placed on hold due to the member making a loan payment.  Attempts were made to contact the member to resolve the remaining delinquency with no response.  The repossession hold was removed 7/6/2022.  The vehicle was repossessed 8/17/2022. 
  Ms. *********** contacted our office on 8/18/2022 with intentions to redeem the collateral.  On 8/19/2022 Ms. *********** visited a branch and paid the loan in full.  Ms. *********** was advised that a release would be sent to the repossession agent and she could contact them to make an appointment to pick up her vehicle.  The payment was received towards the end of the business day on Friday causing the release to be sent on Monday, 8/22/2022. 
  Ms. *********** contacted our office again on Monday 8/22/2022 and was upset that her vehicle was not released over the weekend.  

  The repossession agent contacted our office on 8/23/2022 and asked that we set up an appointment with the member to redeem her vehicle from one of our branches or that she have a police escort to obtain her vehicle from his location.  We were able to work with both Ms. Christensen and the repossession agent to have the vehicle returned to Ms. ***********’s home address on the evening of 8/23/2022.   We consider this issue to be resolved.   

  Attached response letter

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a loan on a 2014 ****** Tacoma since January 31st 2016. It was a 7 year loan Denali switched to nue vision we just called to get a pay off amount and found out that for at least the last 3 years weve been being charged late fees even tho our payment is direct deposited to them the 1st of every month and weve never been told we were late. Upon talking to them and trying to figure this out of course they have no idea whats going on and cannot explain why when or how this happened. We would like a printed explanation of charges for the entirety of the loan.

  

  Business response

  05/31/2022

  Nuvision Credit Union recognizes and apologizes for ******************* frustration and concerns regarding his loan with the Credit Union and accumulated late fees. Our records indicate that on 9/6/2018, we recommended **************** change his due date to the 26th to help alleviate unnecessary late fees. Unfortunately, we never received ******************** completed due date change form, which inadvertently caused late fees every month. 
  
  Our relationship with our members is valued and appreciated. We have reached out to **************** and have taken the necessary actions to preserve ******************** confidence and consider the complaint resolved.

*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. ↩