Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a ****************** account that is supposed to yield 4.00% APY.After I went through the process, they automatically put all my money in a regular savings account that earns 0.15% APY and there are no high yield savings account options when I try to open a new account. It is for this purpose that I signed up to the credit union to begin with, and now I can't even open the account that I wanted. Additionally, the process of gaining access to online banking account and using it is tedious and complicated. I had to contact customer service twice just to get a username and password. To top it off they charge ridiculous rates to transfer money out of their accounts or to close any account. At this point I want to save my self future time and transfer my money back to my old bank but even this seems impossible to do using their website.

  Business Response

  Date: 12/26/2024

  University Credit Union (UCU) is in receipt of the complaint you filed with the BBB on or about December 16, 2024.
  

  We take all member inquiries seriously and have carried out an investigation with our support departments.
  Your complaint relates to an account that was opened on December *******. Our records indicate that during the account opening process online, the following products were selected:
  

  Primary Savings
  Smart Checking
  University Checking
  
  A ****************** was not selected. *** also researched the calls mentioned in your complaint. We were able to troubleshoot your issue of obtaining access to your account online. There was no mention of a request to open a ****************** account. Please contact ***** ***** at *************************** or via email at ************** if you wish to have your funds transferred to a ******************. The funds will be backdated to the date they were received, 12/16/2024.
  We thank you for your time and look forward to serving your financial needs.
  

  Sincerely,
  

  ***** ****
  CFO
  University Credit Union
  

  cc: Better Business Bureau

  
  

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 30, 2024 Receive my check missing a $30.00 reimbursement fee! I was not approved so University Credit Union so they should not have transferred my $2510.00 in their bank to begin with! .....August 27, 2024 call 800.UCU.4510 Why did you all deposit my check before any approval? Please return my $2510.00. The representative was ruin and not supportive. Stating there would be a reimburstmen fee send my check back. Well, its my money if not approved why would you think its okay to deposit and keep my money? ......August 27, 2024 at 10:41AM - Dear ****, Thank you for your interest in becoming a member-owner of University Credit Union. We regret to inform you that we were unable to approve your application because it did not meet our membership requirements.We understand you may have questions, and we're here to help. If you have any concerns or feel this decision might have been made in error, please reply to this email, call us at 800.UCU.4510, or schedule a virtual appointment. .....August 12, 2024 at 9:31am - Hi ****, Your $2510.00 transfer to University Credit Union from your **************** has been initiated. You can expect your deposit to settle in 5 business days. ......August 12, 2024 at 9:25 am - Dear ****, Congratulations! We are excited to let you know that your membership application with University Credit Union has been approved.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration youve experienced regarding your membership application and the associated fee.
  
  Upon reviewing your account activity, we see that your application was initially approved, which led to the deposit of your funds. However, upon further review, it was determined that your application did not meet our membership requirements, and we regret any inconvenience this may have caused.
  
  The remaining $15 fee was applied in accordance with our account closure policy. We strive to be as transparent as possible in these situations, and we apologize if this was not clearly communicated at the time.
  
  If you have any further questions or would like to discuss this matter in more detail, please dont hesitate to contact our *************** team at ***************** We appreciate your feedback and the opportunity to improve our processes.

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 4, 2024 I opened an online account with UCU. I was asked to provide a passport which I do not have. The account was closed without permission and I was told my deposit(s) totalling $325 would be returned to me. I never received the check. When I called to ask about the money, I was told a replacement check would be mailed. I then received a DocuSign asking me to verify the lost check (??) which I did not have permission to open. At this point, it has been over 90 days and this Credit Union has effectively stolen my money.

  Business Response

  Date: 02/28/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration this situation has caused.
  
  At University Credit Union, we are committed to maintaining the security and integrity of our members' accounts. As part of our compliance requirements, we request proper government-issued identification to verify membership eligibility and protect against fraud. Unfortunately, since the required second form of identification was not provided, your membership had to be closed. We sent a notification regarding this requirement on March 14, 2024, to help avoid account closure.
  
  Regarding your refund, a check for $325 was issued on July 3, 2024, and records show that it was cashed on July 12, 2024. If you did not receive or cash this check, we encourage you to reach out to our *************** team as soon as possible so we can assist you in resolving this matter.
  
  We value your feedback and appreciate the opportunity to clarify this situation. Please contact us at **************** so we can work toward a resolution.

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/10/24 I checked my Bank account to see my balance and any transactions. Upon checking my account ,I was totally shocked to see a zero balance, whereas earlier it was at $1,242. So further checking I saw a ******. I couldnt figure out why because it totally impossible to have my entire money gone . I definitely didnt make a large purchase. It just showed ****** out of my account eithout any explanation as to any purchase or accountability why and who had withdrawn my money? So I contacted the Bank and asked who or what caused my entire money to be withdrawn. The answer was ****************** had placed a levy on my account. So had to call them several times befor I received a phone number (she said it was on internet?) and thats all she could find) . The next question was how do you allow the ****************** to just walk without legal documentation for a levy then the balance was taken, without presenting who placed a levy and you just took their for it? I received no help to find where this came from? Is this totally suspicious? Also there was no legal hold on my account , just the balamce was taken., without explanation to the bank of who placed a levy? The source of my income is Social Security and my Federal Pension. So later that day my due check from Social Security was deposited at at sround 7:30 which was strange because the bank closes at 5pm. Also whats strange is the money was pulled out on a Sunday, which has never happened because transactions on the weekend dont officially get taken out on next business day. This why the whole incident sounds illegal. Some , the money $1,242 was taken out on a Sunday. Plus theres still no information of why it was levied.?

  Business Response

  Date: 03/10/2025

  Thank you for reaching out to share your concerns. We understand that this situation has caused confusion, and we appreciate the opportunity to clarify the details.
  
  On 03/10/24, we received a notice from the ******************* regarding a levy on your account. Following this, we received a call from you, at which point we immediately investigated the matter and consulted with our compliance team for clarification. As a result of this review, the hold on your funds was released.
  
  To clarify, no funds were sent or withdrawn from your account at any point, including on a weekend. We apologize for any misunderstanding and appreciate your patience as we work to ensure clear communication around these matters.
  
  If you have any further questions or need additional assistance, please dont hesitate to contact us at *****************

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Somebody hacked my credit card and transferred $14,000 to themselves. University Credit Union (UCU) refuses to remedy the situation because they said I didnt notify them in time. UCU should wipe out the debt, close my account and go after the criminals responsible for this.

  Business Response

  Date: 06/17/2024

  University Credit Union (UCU) is in receipt of the complaint you filed with the BBB on or about May 21, 2024.

  When you first set up your account with UCU, you provide contact information and your preferences on how to be contacted. As part of the Account Agreement, you are required to keep your contact information current, and UCU is entitled to rely on the information you provide. You elected to have estatements delivered via email. From the beginning of the account relationship, UCU delivered monthly notifications advising you of the availability of your statements per that instruction, as required. You are also able to review account activity in near-real time through the mobile app or online banking.
  

  Our records indicate the following:

  ? 8/3/2023: Recipient, *************************, added to account
  ? 8/11/2023: Onetime password and confirmation sent to email on file for BillPay and money
  transfers.
  ? Same email address on account since account opening on 7/12/2021.
  ? No contact information has been changed.
  

  Both the Account Agreement and federal consumer protection regulations (Regulation E, 12 CFR 1005) provide the applicable procedure for unauthorized transactions. Under those rules, UCU is under no affirmative obligation to reach out to members when specific transactions occur on the members account, whether authorized or not. It is the members responsibility to review their statements and account activity to ensure all transactions are authorized.
  These procedures are not unlimited in time. As noted in the earlier communications, members have 60 days from the date of a statement to dispute transactions, as part of their responsibility to monitor their account. During that time, liability for unauthorized transfers is generally on the Credit Union absent specific circumstances. However, once that timeframe has passed, liability is on the member. Members do have an affirmative obligation to monitor their accounts for unauthorized transactions. In this instance, you failed to do so. As such, there is no obligation on UCU to reverse or refund transactions that occurred approximately nine months prior to the first assertion that these transactions were unauthorized. The appropriate remedy at this point is against the individual who performed these transactions, not UCU.
  

  If you have any questions or require assistance with a repayment plan, please contact us at ************.

  We thank you for your time and look forward to serving your financial needs.
  

  Sincerely,
  *******************
  CFO
  University Credit Union

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21743572
  
  I am rejecting this response because:

  I never added ************************* to my account. It was obviously hacked by this individual. I never made the aforementioned transfers and I never received any bank statements from ***. The credit union would rather hold an innocent victim responsible then go after the perpetrators of this crime. UCU has terrible business practices and even worse fraud protections. They should not be allowed to carry on like this. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/28/2025

  Thank you for your feedback. We understand the frustration and distress that this situation has caused, and we want to assure you that we take the security of our members very seriously.
  
  As outlined in our previous communication, we follow strict procedures to safeguard our members' accounts, including multi-factor authentication and real-time notifications to help detect any suspicious activity. We recognize the seriousness of your claim regarding unauthorized transactions and want to clarify that our primary goal is to protect you, our valued member, from fraud.
  
  Regarding the specific issue you raised, our records show that a recipient, **** ********, was added to your account, and a one-time password was sent to your registered email to confirm this addition. However, if you believe that your account was compromised, we strongly encourage you to report this matter to local law enforcement, as they are in the best position to investigate the potential criminal activity. Fraud-related matters like this can often be complex, and we support our members in taking the appropriate steps to address them through the proper channels.
  
  While our system relies on timely notification from members to dispute transactions within the regulatory timeframes, we understand that fraud can sometimes go unnoticed for a period. We encourage all members to review their accounts regularly and immediately report any discrepancies.
  
  We also want to emphasize that we are committed to ensuring the safety and security of our members accounts. Our fraud protection mechanisms are in place to help detect unauthorized activity, and we are continually working to improve these measures to minimize the risk of fraud.
  
  We appreciate your understanding in this matter. If you have any further questions or need assistance with next steps, please feel free to contact us at ****************

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 21743572
  
  I am rejecting this response because **** ******** is the hacker. She added herself to my account after hacking it and transferred money to herself. I was unaware for many months and never authorized those transactions. Once I became aware I reported it and these are the ridiculous responses I get from *** instead of fixing it. They are even charging late fees and interest on the fraudulent charges now.  Unbelievable
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/11/2025

  Thank you for bringing this matter to the Credit Unions attention. We are underway in researching this matter to obtain clarification and a resolution.

  Sincerely,

  UCU Legal Team

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 21743572
  
  I am rejecting this response because there is no further investigation needed. This has been going on for several years now and **** lack of action is affecting my credit score and causing me undue stress. We are at the point of this being severe negligence and intentional infliction of emotional distress. Please remove the fraudulent debt immediately, clear my credit history, cancel the account and prosecute the perpetrator of this crime **** ********.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,I recently created a UCU account with the 300$ promotional offer.The offer stated the following:University Credit Union is offering a $300 bonus. Broken down as follows:Earn $100 when you open a new University Checking Account. New account must be opened with a .edu email address to qualify.Earn $100 more for enrolling in digital banking.Earn $100 more for making ******************************************* the first 90 days after account opening.I signed up for an account with my ********************** of California Irvine credentials and school alumni status. I contacted support right after inquiring if I had met the 300$ bonus requirements, which they indicated that I had on 2/1/24. They indicated that I needed to just wait the 90 days for payment.Payment was not received, after waiting the 90 days and I contacted support again. They indicated that the offer was open only to current students, which is not the offer that I signed up during. UCU changed the requirements after I created an account/signed up/fulfilled the offer, and is not paying the 300$ bonus, as I completed.This seems like a complete bait and switch situation, and I am honestly disappointed with this bank.

  Business Response

  Date: 05/29/2024

  University Credit Union (UCU) is in receipt of the complaint you filed with the BBB on or about May 6, 2024.
  
  We take all member inquiries seriously and have carried out an investigation with our support departments.
  
  Your complaint relates to an account that was opened on January 30, 2024, as part of a UCU promotion which required the following:
  
  A new University Checking Account opened by a currently enrolled student with a .edu email address.
  Enroll in digital banking.
  Make ******************************************* the first 90 days after account opening.
  
  Upon meeting the requirements and 91 days after account opening, a $300 bonus payment is posted to the checking account.
  
  To qualify for membership and the promotion, proof that you were an active, current student was required. During the entire duration of the promotion, this requisite did not change. The provided University of California Irvine credentials and school alumni status does not satisfy the requirement.
  
  We thank you for your time and look forward to serving your financial needs.
  
  Sincerely,
  
  *******************
  CFO
  University Credit Union
  
  cc: Better Business Bureau

• Initial Complaint

  Date:04/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *I have paid each credit card balance payment on time *I was told by UCU that I missed 3 months of payments and was charged late fees and they reported late payments to my credit report.*UCU admitted they didn't process the 3 payments in question correctly. Apparently, the customer service agent got the numbers wrong when given to them.*This happened again after making a complaint about the other 2 payments missing. *I await the investigation they said they were making and I await the letter I requested 3 times from them, stating their fault.*I am trying to buy a house in the next 3 months and my credit is vital in this process.

  Business Response

  Date: 04/30/2024

  April 30, 2024
  
  ****************, we take all member inquiries seriously and have carried out an investigation with our support departments.
  
  Due to a recent conversion, your payment requests were not processed in a timely manner. On April 24, 2024, $20.00 in late fees were reversed and on March 25, 2024, the late reporting was corrected with Experian. Please note that all records have been updated in our system and proper notes have been placed.
  
  We thank you for your time and look forward to serving your financial needs.
  
  Sincerely,
  
  *******************
  CFO
  University Credit Union
  
  

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21514565
  
  I am rejecting this response because:

  All late fees due to UCU's failure to process my payments which I made on time, should be refunded. In addition, I asked for a letter of apology stating UCU's fault in this matter. The response that the *** sent does not apologize or take accountability for the time and stress this has caused me. They need to make clear that the payments were not processed in a timely manner due to UCU employees, not the fault of the customer.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/20/2024

  ****************,

  As previously stated, due to a recent conversion, and no-fault on your behalf,your Mastercard payments were not processed by the credit union as requested.

  We apologize for any inconvenience this may have caused and assure you that all fees related to the error and delay were reimbursed to your account.

  Please note that we also corrected the late reporting to Experian on March 25, 2024.

  Thank you,

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

  CFO

  University Credit Union

  Customer Answer

  Date: 05/31/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My credit card rewards program refuses to redeem my points. I have been earning points for years and decided to redeem some. I filled out the proper forms online but order get stuck in 'pending' mode and when I call customer service they keep stonewalling **** called on the phone over a dozen times and it always goes through the same cycle of redirecting calls. The cycle ends when a rep either hangs up on me or claims to institute a fix which will take 2 or 3 days to take effect. After waiting a few days I check and nothing happens - when I call I go through the same run around. They refuse to help me. I explained that if they keep giving me the run around I'll contact BBB - and now I am keeping my promise.

  Business Response

  Date: 04/05/2024

  ************,

  We regret the issues you have experienced while redeeming points on your Rewards Mastercard. In an effort to safeguard your information and mitigate any loss, your redemption #PSC2890826 was placed on hold for additional review, which is why we contacted you on February 12, 2024.We were pleased to learn that you spoke with one of our Payments Specialists who assisted with reviewing the redemption and releasing your items for processing. The items were shipped via *** and assigned tracking #1Z9YW0550365768485,which should be delivered by April 5, 2024.
  
  We will continue to monitor the items until we receive confirmation from *** that they were delivered. Additionally, as a gesture of goodwill, we have issued you an additional ****** points, effective April 3,2024. While we make every effort to provide you a seamless service, we understand that we fell short of that and of your expectations. We can assure you that we are working on improving our response time and overall experience and look forward to continuing to provide you the service you deserve and come to expect.

  Thank you for continuing to choose University Credit Union.

  
  

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a long time member of the University Credit Union (UCU) since ****, I want to file a complaint against University Credit Union (UCU) because I've had a VERY BAD experience with UCU recently. It affected my Credit Report and my Credit Score that I've worked so hard to maintain an "Exceptional" standing with the credit bureaus. My objectives for this complaint are to voice my concerns of the banking and lending practices of the University Credit Union and to reach an acceptable resolution due to the circumstance at hand.The reasons are as follows:1) I did not authorize UCU to open any accounts without my full understanding of it.2) I was lied to and/or misguided by at least three UCU representatives when I spoke on the phone with them.3) I reached out to UCU serveal times but no resolutions. When I was on the phone with T.J. and other representatives in person and on the phone, all of them kept asking, "do you want to close the account?" I believe they all thinking that by asking me the latter question would be acceptable to me and closing the new account would fix the NEGATIVE impact on my Credit Report. As far as I know and as long as I've been closely watching my Credit Report, by closing a freshly opened new account does not fix the NEGATIVE impact on my Credit Report nor take back 10 points that was deducted from my Credit Score.4) I had to "dispute" the account, OVERDRAFT LINE OF CREDIT that UCU opened without my full understanding of it. I started the "dispute" three days ago and I know it's going to take time away from me. It's stressful thinking about it.5) Based on my recent bad experience with UCU, their staff members do not have sufficient **************** training, Banking training and Lending training.I must say, I felt the need to file a complaint because after I expressed my frustrations and concerns to University Credit Union repeatedly, there is still no resolution and I have to go through a stressful dispute with the credit bureaus.

  Business Response

  Date: 10/30/2023

  We apologize for your less than pleasant experience with University Credit Union (UCU) staff in late August and early September 2023 and appreciate you bringing your concerns to our attention. After research and per your desired settlement request, the overdraft line of credit has been closed and the trade line is in the process of being removed from the credit bureau, please note that this process can take ***** days. Rest assured that this topic, along with other training, will be discussed with UCU staff to ensure all member requests and inquiries are addressed efficiently and effectively.

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a car loan with UCU and paid my balance in full on 4/1/2021. I called the bank a few months after paying the loan balance to inquire about my car title. I was in a new state and wanted to verify paperwork I had received was correct. Last summer I realized I never received a title. It was simply registration and the bank still owned the vehicle even though I paid my debt. After 11 months of actively trying to get a replacement title, I received the certificate on 7/3/23. I thought the issue was resolved until I attempted to sell the vehicle to a dealership on 7/13/23. I was given an offer after presenting the title, turned in the keys, and received an IOU. I then received a call from the same dealership on 7/18/23 because UCU still has a lien with the bank. I immediately contacted the person I originally worked with, ***********************************, and she assured me via email on 7/18/23 that the bank would send a notarized copy of the Statement of Lien Satisfaction. I contacted *** again on 7/19/23 to share I was at risk of losing my offer and asked to kindly provide an ETA on when I would receive the paperwork to complete my sale. I have followed up since then and have not received any communication or resolution. UCU has failed to meet its obligations to release interest in the vehicle. They have needlessly dragged on this issue. I should have received a replacement title two years ago and they should have released their interest. Instead, I am having to put in the time, energy, and financial resources. Their indifference and lack of professional courtesy have cost me a sale, so I am out thousands of dollars. I need this resolved ASAP. I have also written a full account as a ****** Review here: *************************************. I am seeking BBB's help in settling the issue with UCU.

  Business Response

  Date: 02/29/2024

  February 29, 2024

  
  *********************
  ********************************
  ******, ** 93619
  
  RE: BBB Complaint #********
  
  **************,

  
  University Credit Union (UCU) is in receipt of the complaint you filed with the Better Business Bureau (BBB) on or about February 28, 2024.
  After Management review, we have confirmed that lien releases have been provided to you on the following dates.
  

  09/26/2022
  05/26/2023
  07/31/2023
  08/02/2023
  

  On February 29, 2024, UCU contacted the ****** ********** of ***** Vehicles (DMV) and confirmed there is no active lien holder on the vehicle.  Oregon DMV has confirmed that there was a title generated/issued to the two registered owners of the vehicle in June 2023 and UCU is no longer listed as lienholder.

  
  If you do not have the title to the vehicle, a duplicate title would need to be requested through Oregon DMV.
  
  Regards,

  
  *******************
  CFO
  University Credit Union
  
  
  cc: Better Business Bureau