ComplaintsforUNCLE Credit Union

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am the **** for my parents. My dad died in a house fire recently, and my mom developed a brain injury due to smoke exposure and high CO2 levels. She is currently diagnosed with dementia and psychosis. My siblings and I have had to manage all financial issues for her. On 7/3/2024, I attempted to transfer money from her account so that I could pay the rent due on her mobile home spot, where the remains of their burnt home sit. That transfer was administratively canceled. Neither I nor my mother received any communication from Uncle about the action to cancel our transaction. I contacted Uncle on 7/5/2024 to find out why they took this action. The agent's response was to disable all online access to the account. I went into the branch in person on 7/6/2024. I brought all of the required documentation. The bank's assistant manager, *******************, photocopied everything and told me it would be a "Monday or Tuesday" before I would hear back from them. I had not heard back from anyone by then, so I called to follow up. I was told that our documents were being reviewed, and he could not tell me when I should expect to receive a response. I advocated for my concerns to be elevated to an account manager, *********, who promised to prioritize my documents. She later informed me that my POA was accepted and that I would have access to my mother's account. However, the fact that I had attempted to transfer funds from her account to mine to cover the checks I have had to write on her behalf "raised red flags." She stated that the ** was not attempting to "police" the enactment of my mother's POA document. However, that is precisely what they are doing. They have chosen to keep the online access to her account "disabled." My attempts at resolution are currently being ignored. This bank has overstepped its right to control access to my mother's funds, and its employees have decided they have a moral obligation to restrict our access to my mother's account.

  

  Business response

  07/22/2024

  Hello BBB office,

   

  Please see the attached reply for the case #********. 

  Thank you

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

   

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21983675.  I am satisfied that I now have the required account access that I was requesting and I am glad to know that the credit union is providing their employees further training.  However, I am disappointed that the response states that the lack of access was due to too many password attempts.  That is blatently false and is being used to excuse the actions taken by credit union employees.

  If any investigation into this event were made, it would be clear that the lockout was a purposeful action.  Furthermore, the refusal to reinstate access was also purposeful.  I was, in fact, told that it was related to a backoffice decision.

  Sincerely,
  

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

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my serious concern regarding the disclosure of my personal information to credit bureaus, resulting in inaccuracies on my credit report. This has caused significant financial and emotional distress.As per 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Moreover, 15 USC 1681 Section 604(a)(2) emphasizes that a consumer reporting agency cannot share account information without my explicit consent, which I have not provided.I have identified discrepancies on my credit report attributed to UNCLE CU, negatively impacting my financial situation. I urgently request the correction of these inaccuracies.Additionally, I wish to emphasize 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under certain circumstances.For your reference, my account details are as follows:Account Number: *****************I request a thorough review of my account, immediate rectification of credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your swift attention to this matter.Sincerely,***************************

  

  Business response

  02/26/2024

  Hello ***,

  I would like to request that you verify this client is requesting the information or filed the complaint.  The reason I ask, this client called us on 02/15/24 at 1:30pm and go information on the account details, so he is fully aware of this debt and not questioning it. 
  

  Also, the complaint references the credit reporting agency.  We are not a credit reporting agency.
  
  It also references credit card payments.  There is no credit card associated with the account the member specified.
  
  He also again says he identified discrepancies on his credit report.  However, once again, he does not state what the discrepancies are.   

  please give me a call regarding this compliant. ************.  

  Thank you

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

   

   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went into Uncle's credit Union in ******** ********** on November the second of 2023 as I do all the time I do business I know I'm not a member but I use another credit Union the staff there has been wonderful over the year But for some reason didn't know at the time she was the bank manager treated me like I was a criminal and I felt like I was racially discriminated I coming at bank numbers times doing business withdrawing money and pay my car note and my credit card bill but I see I found a complaint they saw it with the bank manager and never got my side of the story I was not hostile when she asked me for a third identification I told I never had to do that So I don't know how that was hostile I still felt I was racially discriminated against by her boss this is why I want this to be known it was wrong she knew it was wrong Miss ***** knew she was wrong how she treated me

  

  Business response

  11/13/2023

  Hello 

   

  Please see attached reply from UNCLE CU.

   

  Thanks

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was the victim of a phishing scam. My bank had knowledge of the phishing issues and did not alert their customers. On 9/27/23, I received a phone call from my Bank's number ***********) letting me know that there were potentially fraudulent charges coming from my card. After 40 minutes of talking and several pieces of personal information shared with the person I thought was a banker, my card was supposed to be deactivated.On 9/28/23, I visited the Uncle Credit Union branch in person and canceled my card, which apparently had not been canceled the night before as it was supposed to be. Several hours later on the same day, I received another telephone call, again from the same number, letting me know that there were more fraudulent charges. I was wondering how this could be possible as I had just canceled the card, and was told that this was not the case, and my card was still open and active. I was then informed that scam calls have been made from the exact Uncle Credit Union phone number, and the bank had knowledge of this for a few other cases.I have now tried to deactivate my bank account twice, and have been told that I'm not able to because of pending transactions that I don't think I made. This Bank knew there was a security breach and did not disclose it to its customers. Now my personal information is with a scammer and I have no idea how to proceed.

  

  Business response

  10/10/2023

  Hello,

  At this time we're in the process of research, today October 9th 2023, our Credit Union was closed due to the Columbus holiday. 

  I will provide a detail response for the client.  

  Thank you

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

   

  

  Business response

  10/12/2023

  Please see the attached reply, 

  Thanks 

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid an extra fee to transfer funds right away from my PayPal to my checking account and now they are holding the funds for no reason. They said they would call me back before the day ended which never happened and I spoke with paypal they released all of the funds

  

  Business response

  07/25/2023

  Dear BBB office,

  Please see the attached reply for the complaint.

  Please let me know if you have any questions regarding this complaint.

   

  Sincerely,

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

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

   

   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On about January 31, 2023 I reached out to Uncle Credit Union to for a balance transfer credit card. I spoke and worked with *********************** and was only approved for $1500. After I expressed to her that I solely wanted to apply to be able to do a balance transfer from my other cards she stated she would send it out again to see if I can get approved for enough to cover my balance transfers. ****** emailed me with great news: "Hello *******, You have been approved Platinum Credit Card the credit limit is at $10,00.00 with an interest rate of *****%. I will continue to process your application; I do want to inform you your loan will have a payment protection if incase of unemployment or disability your loan can get paid for up to six months. Also, I do want to inform you that the credit card payment will be due every 19TH of each month." She also attached a link "Balance Transfer promotion: Put a Freeze on High Interest Rates with a Balance Transfer - UNCLE Credit Union (unclecu.org)." That was the end of our conversation. A few days later I called Uncle CU customer service to see how to go about doing the balance transfer and the lady didn't really have an answer and said maybe I can use the **** number with my other creditors and if that didn't work then I could not do a balance transfer. So that is what I did for two separate transaction. On February 25, 2023 I received my first statement and it had a lot of fees added, however my transaction were deemed cash advances and the interest being charged was *****%. I then contacted Uncle CU again and a rep named ***** answered and he then stated that I was supposed to file a balance transfer form and that there was nothing he can do, but email ******. ******'s supervisor ************************* returned my call a couple of days later and she stated she would look into it and investigate. ****** called back and stated that ****** had sent me a link with instructions on how to do a balance transfer (Which is a lie!) I went back to my email to make sure that it was there and I called ****** directly and she confirmed that she didn't send me a link to do a balance transfer and only sent the promotional balance transfer link. I then went to my contract and located where it states in a clause (Non-Variable Rates information) that "Your non-variable ANNUAL PERCENTAGE RATE (APR) applicable to purchases, advances, AND balance transfers will be a *****0% APR. I emailed that directly to ****** where she is still refusing to adjust my interest rate from *****% to *****% deeming it a breach of the contract I signed.

  

  Business response

  04/13/2023

  Hello,

   

  Please see the attached disclosures and statements to verify the request.  

   

  Thanks

  ********************;

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have an auto loan with Uncle Credit Union. I sold my vehicle to a dealer and did a 10 day pay off. It has been over the 10 days, so I called the Uncle branch and they said they did not receive the pay off check. So I then call the dealership and they send me tracking information as well as the name of the person who signed for and received the check, a week before the 10th day. I called back again, and was told that they know who signed for the check but do not know where it is or what to do about it. I now have a loan on a vehicle I no longer have and the check was sent and received by Uncle. So unprofessional and messy. Never doing business with them again if they are going to run their business like this.

  

  Business response

  03/21/2023

  Hello,

   

  Please see the attached reply to the #******** Complaint.  Please let me any if you have additional questions.

   

  Thank you 

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

   

  Customer response

  03/23/2023

  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. 

   I only wish to note that in the response received, it is made to seem there were no issues and that things were running as designed. I believe this to be false, and am not sure this would have been resolved in a timely manner had I not formally complained with the BBB as my phone calls got me some answers, but no progress. Thank you 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Fair Credit Reporting Act (FCRA) is a federal law that regulates the collection of consumers' credit information and access to their credit reports. It was passed in **** to address the fairness, accuracy, and privacy of the personal information contained in the files of credit reporting agencies.

  

  Business response

  03/08/2023

  Hello,

  the member filed compliant on credit reporting by UNCLE, we're providing bank statements to show the present outstanding balance along with the fees.  

  Please let me know if you have any questions. 

   

  Thanks

  Sandy 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incorrect billing has caused financial loss and distress please read attached letter to *******************************

  Customer response

  01/25/2023

  Uncle Credit Union

  ********* **

  

  Business response

  02/03/2023

  Hello ***,

   

  Please see the attached letter for explanation on the billing i question by the member.  The original letter will be mailed out to the member. 

   

  Please feel free to reach out to me with any questions. 

   

  ********************;

   

  

  Business response

  02/07/2023

  Hi ***,

   

  We had to revise the reply due to a typo on the date (07/07/2023)  that was listed on the letter.  I did mail out the  correct letter to the member today.

  I will upload the updated letter, sorry for the inconvenience. 

   

  

   

  Thank you

  	********************** AVP, Compliance & Audit Manager Direct: ************
  Join UNCLE | unclecu.org

   

   

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 13, 2022 I purchased a vehicle and as we all know we cannot drive a lot without insurance. However, the car dealership was having issues finding a loan agency to cover the loan for me. When they did, I assumed the dealership sent all of my information including insurance information as well. As it turns out I received a letter from Uncle Credit Union stating that i needed to show proof of insurance that included a deductible amount, that listed them as a lien holder, continuous coverage and no excluded drivers. On top of dealing with late responses they added fees to my account called CPI in the amount of $3500, as this time has passed and I have been dealing with this issue, they have now added another CPI amount of $4390. I have made contact with them and now they are requesting even more information and prolonging the process of the correction on the loan. They are hiking up the loan amount with the excuse of the insurance, which seems to be a scam in their way.

  

  Business response

  01/12/2023

  Hello

   

  Please see the letter attached letter with complaint request. 

  Please let me know if you have questions,

   

  Thank you

   

  *******************- ************

*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. ↩