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:04/04/2025

  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.

  ******** customer service, just recently sold my home and not even allowed to access my money!!, this banks ***** ! Im switching to a different bank

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  ***** ******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your recent visit to our Rochester Greece Branch on March 27, 2025, and the subsequent hold placed on your check deposit of $69,436.38. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.  
  
  Firstly,please accept my apologies for any inconvenience this may have caused. We understand the importance of timely access to your funds and regret any frustration this situation may have caused.
  
  As conveyed by our branch employee during your visit, the hold was placed due to the large dollar amount of the check. The receipt provided to you contained information about the hold and the date when the funds would be available.Please note that the information about funds availability is also outlined in our Truth in Savings Account Agreement & Disclosure Booklet provided to you upon opening your membership and is accessible on our website at ************************************************************************.
  
  I am pleased to inform you that the hold has been lifted as of April 7, 2025, and the funds are now available in your account. At ********************** your membership is highly valued, and we appreciate your patience throughout this process.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair 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.

  Sometime in January Kinecta decided to automatically convert everyones classic checking account into a checking plus account which requires a $9.95 monthly fee. This was under the guise that it was a free trial and in 3 months it would convert to paideven though I never asked to be put on the free trial OR change my classic account. I then was responsible for calling them and canceling the free trial that I never asked for. Apparently they sent me a letter (I never saw **** enrolled in paperless statements) saying so. How is a business allowed to sign you up for a free trial or a paid upgrade without your consent? I was told that I was given months to cancel the upgrade thus they couldnt refund me the $9.95 they charged me on March 31st. This feels like scheme to steal money from costumers with the hope that many people like myself wouldnt think to cancel a trial they never asked forbanking on being able to at least get $9.95 from thousands of customers with the strict non refund policy. Costumers should have been given the choice to consent to the free trial / upgrade BEFORE opting them in. Not converting them and making the responsible to opt out after the fact. Thats not how it works. Its not about the money, its the principal of it. Its shady and dishonest.

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  Amadeus *********
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing to address the complaint you filed with BBB regarding the ProtectPlus Checking account. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.  
  
  Our new ProtectPlus Checking account offers a range of excellent benefits and features designed to meet our members' financial needs. To give our members an opportunity to try this new checking account, we provided one month of complimentary access to the benefits, beginning February 1, 2025. The monthly fee of $9.95 was first billed on March 31, 2025, which could be waived by maintaining a $10,000 average monthly balance in your ProtectPlus Checking account. However, we understand that this account might not be suitable for everyone; therefore, we made an alternative option available, allowing our members to convert to a Classic Checking account at their discretion.
  
  On April 1, 2025, you visited our *************************** and requested to opt out of the ProtectPlus Checking account. Your request was successfully processed and your ProtectPlus Checking account was set to convert to a Classic Checking account on May 01, 2025.
  
  On April 5, 2025, you visited our *********************** and successfully closed your ProtectPlus Checking account. I am pleased to inform you that the $9.95 monthly fee has been credited to your Savings account on April 7, 2025.
  
  At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as smooth as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

  Customer Answer

  Date: 04/14/2025

   
  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,
  
  Amadeus *********

• Initial Complaint

  Date:03/10/2025

  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.

  Hello, I am submitting this complaint about Kinecta due to their responses when I called for account assistance. This morning my husband and I called to find out about interest charged on our payment of principal only. I am the sole person listed on this particular account, however my husband handles the online payments and had specific questions that would be easier for him to ask instead of me. I was going to give permission for the representative to speak to him and I on the phone. When the representative was asking me verification questions, I asked him to point out something on our account on the website to make sure I was looking at the correct information. The representative stated to me that while she was asking questions I could not ask anyone for assistance. I told her I needed his help and am going to give her permission to speak with him about the account. You cannot tell someone they cannot ask for help in their own home regarding their own account. There could be a number of factors that a person would need help from a family member or even a friend. For instance, I could have just had eye surgery, maybe for cataracts and cannot see that well, maybe I am blind, maybe I have a temporary medical issue where I need help. Perhaps an elderly person needs their son or daughter to assist them so they better understand. And you are going to tell a member they cannot ask someone for help when they are being asked verification questions? I had already answered the most concerning questions, like my DOB, my social security number and mothers maiden name. But when I am looking at my payment history and trying to ensure I am looking at the most recent day of payment, you want to tell me I cannot have help from my husband, when we pay bills together. I understand the need to verify you are speaking to the correct person, but this does not make sense. They need to ensure they allow assistance for people who have *** issues, like vision, etc.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  **** *****
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your recent experience with our ********************* team. Please know that I take your concerns seriously, and upon receiving your letter, I immediately asked my team to research the matter. This letter provides the results of our review.
  
  I understand that you reached out to our ********************* for assistance with a payment ********* mentioned that although you are the sole person listed on the account, your husband handles online payments and had specific questions. Furthermore, you stated that you intended to give permission for our representative to speak with both of you. However, during the verification process, you requested your husband's help to ensure you were looking at the correct information on the website. You mentioned that the representative informed you that assistance could not be provided while answering verification questions.
  
  Our records indicate that when you called with questions regarding your account, our representative was prompted by the system to verify your identity by asking a series of questions to ensure they were speaking with the account holder. One of the security questions required verification of a recent transaction. During this process, you were speaking to someone in the background for verification prior to answering the question. Our representative kindly advised that assistance from the person in the background could not be provided during the verification process as, for security purpose, we need to obtain verification from the account holder. You explained that you were speaking to your husband. The representative then informed you that once the verification was complete, you could give permission for your husband to speak on your behalf. After the verification process was successfully completed, the representative assisted you with your question. Please note that the Identification Verification process is in place to ensure the security of your accounts in order to prevent any possible fraudulent activity on your accounts. Additionally, Kinecta adheres to *** compliance standards, ensuring accessibility for all individuals. If you were in any way disabled, our team would have provided you with information to assist you in the process.
  
  Thank you for sharing your concerns with us. We apologize for any inconvenience this may have caused and appreciate your understanding of our security protocols. At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as seamless as possible.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:03/03/2025

  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 am reaching out over a nearly 2-month dispute regarding the conversion from Classic Checking to Protect Plus *********** January 2025, I received a letter from Kinecta via postal mail stating that my Classic Checking account would automatically be converted into a Protect Plus checking account on February 1, 2025 unless I contacted Kinecta to opt out. In January 2025, I called Kinecta to opt out of Protect Plus checking. The representative told me they would opt me out and my Classic Checking account would remain the same. On 2/1/25 I checked my account to see that I had been rolled over to Protect Plus without my consent. My Classic Checking account has been closed without my consent.I called Kinecra on 2/1/25, and the representative confirmed that I had called in January to opt out of Protect Plus, but they had no way of changing this error until March because Protect Plus is a subscription service.I escalated the issue to Member Advisor Lead ******* **** (Teller #***) on 2/1/25. ******* told me that since Protect Plus was not yet live/launched in January, they recorded opt outs on a spreadsheet, but could not actually put it it into their system. She reiterated that she could not convert me until 3/1/25 because Protect Plus is a subscription service.******* assured me that my Protect Plus account would convert back to Classic Checking on 3/1/25. I asked her what assurances I had that this would happen because I was told I would be opted out last time and was not. ******* assured me that my Protect Plus would convert back to Classic Checking on 3/1/25 and I would just have to wait. I waited. It is now 3/1/25, and my Protect Plus did not convert back to Classic Checking. How do I get this issue resolved? I want to opt out of Protect Plus (as I requested in January) and have my account rolled back into Classic Checking.Thank you.

  Business Response

  Date: 03/07/2025

  March 7, 2025
  
  ******* ******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding the ProtectPlus Checking account. Please know that I take your concerns seriously and upon receiving your letter, I immediately asked my team to research the matter. Allow me to share the findings with you.
  
  In December 2024, we mailed our members the ProtectPlus Checking Account Conversion letter to inform them of the upcoming changes and the alternative option to convert to a Classic Checking account at their discretion. We understand that you did not wish for this conversion and promptly called to opt out. Unfortunately, due to a system issue, your checking account was not converted back to Classic Checking account on the promised date of 03/01/2025.
  
  We want to assure you that we immediately addressed and resolved the issue. As of 03/03/2025, your ProtectPlus Checking account has now been successfully converted back to Classic Checking.Additionally, we would like to clarify that your checking account was never closed; it was simply converted. On 03/03/2025, a representative from our ********************* attempted to reach you and left a voicemail to inform you of the successful conversion.
  
  Please accept our sincere apologies for any confusion or inconvenience this situation may have caused. Thank you for bringing this matter to our attention and for your patience as we worked to resolve it. If you have any further questions or need assistance, please do not hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

  Customer Answer

  Date: 03/08/2025

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

  Although I did not receive a voicemail as indicated in your message, I find that Kinecta's resolution is satisfactory to me. I will follow up with Kinecta to ensure my proper contact information is on file.

  Thank you for your prompt resolution to this matter.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair 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.

  They hit me with a 30 day late fee on a payoff from a car dealership on a trade-in that Ive been done three weeks prior I have asked five times and sent their credit dispute form in, but they have not responded at all. They also have failed to issue myrefund for my gap insurance. Additionally, the car dealership is willing to provide a letter to them acknowledging that it was their error.

  Business Response

  Date: 03/05/2025

  March 5, 2025
  
  **** *******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding the 30-day late fee notice related to the payoff from the car dealership for your trade-in. Please know that I take your concerns very seriously and upon receiving your letter, I immediately asked my team to research the matter. Allow me to share the findings with you.
  
  After conducting research, our team determined that the auto dealer was responsible for the credit reporting issue. As a result, we have proactively removed the 30-day delinquency from your credit report as a courtesy. We have also requested that your credit report be updated to show the account as paid in full with no delinquencies.
  
  On 03/03/2025, we ran credit report check with Experian to ensure the correction was made, and we are pleased to inform you that the update has been reflected.Please allow up to 30 days for Equifax and TransUnion to update their records accordingly. Additionally, we have mailed a Credit Dispute Correction letter to you on 03/04/2025 for your records.
  
  We understand that you previously filed this complaint via email. Upon reviewing our system, we discovered that your email was quarantined by our security system protocols. Please accept our apologies for any inconvenience this may have caused. We have requested your email address to be excluded from containment going forward.
  
  Regarding the *** refund, please note that Kinecta has 60 days from the date of payoff (01/24/2025) to review the request. Once a determination is made on the refund request,we will update you accordingly.
  
  I trust this letter adequately clarifies the outcome of your inquiry. Should you have any further questions or require additional assistance, please do not hesitate to contact our ************************* at ************.
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

  Customer Answer

  Date: 03/06/2025

   
  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:02/21/2025

  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.

  COMPANY VIOLATED "****" WITH REPORTING ID FRAUD ACCOUNT NOT MY ACCOUNT AND NEVER DONE BUSINESS WITH COMPANY, UNDERAGE DURING TIME ACCOUNT OPENING, ID FRAUD AFFIDAVIT FILED WITH "FTC AND CFPB", ACCOUNT# UNKNOWN ($1,399.00)

  Business Response

  Date: 02/24/2025

  February 24, 2025
  
  ******** ******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your account which you indicate is fraudulent. Please know that I take your concern seriously, and upon receiving your letter, I asked my team to research the matter. Allow me to share the findings with you.
  
  We have conducted a review and can confirm that Kinecta has not received any notification of identity theft, or any account or loan fraudulently opened under your name.
  
  To facilitate further review, an Affidavit of Identity Theft, along with a return envelope, has been mailed to the address you provided in your BBB complaint. We kindly ask you to complete the Identity Theft Affidavit in its entirety. Please note that this form must be notarized and returned along with the following documents:
  
  A copy of your Drivers License or State ID Card.
  Proof of Residence (i.e., copy of a utility bill or bank statement).
  A copy of the Police Report you filed regarding this matter.
  
  Please send the completed package to Kinecta at the address below. Once we receive all required documents, our Investigations team will initiate a thorough review of your claim.
  
  Kinecta Federal Credit Union
  ******************************************************************************************
  Attn: Investigations CU/06
  
  I trust that this letter clarifies the outcome of your inquiry. If you have any questions or need assistance with the process, feel free to reach out to our ************************* directly at ************.
  
  
  Sincerely,
  
  **** ******

  Chief Experience Officer

• Initial Complaint

  Date:02/13/2025

  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.

  Kinecta is receiving our mortgage payment plus extra to pay down our mortgage in the same payment. Instead of applying the extra payment, they are holding it a minimum of an extra day, collecting extra interest and applying it to principal a different day. Additionally, in their most recent change to their banking system online, they no longer notify you if a payment doesn't process nor do they make more than one attempt to withdraw the payment. Again, the purpose is for them to collect extra interest without notifying the customer.We have been with this ********************************************* for decades and have seen the many changes over the years as customer service deteriorates. A more recent example of customer service was being transferred eight times between multiple departments over 2 1/2 hours without any resolution to the problem of a payment not getting applied.

  Business Response

  Date: 02/19/2025

  February 19, 2025
  
  ******** *******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your mortgage payments. Please know that I take your concerns very seriously and upon receiving your letter, I immediately asked my team to research the matter. Allow me to share the findings with you.
  
  I understand how frustrating it can be to comprehend how mortgage payments are applied to a loan. Payments do not necessarily need to be applied to the loan the same day they are received. Instead, they are applied with an effective date that reflects the date they were received for interest calculation purposes. This means that regardless of when the payment is applied to the loan, it will be backdated to the date it was received to ensure the interest is calculated correctly.
  
  After conducting a review of your account, it appears there was an issue with your scheduled payment for December 25, 2024. Our team determined there was insufficient funds in your checking account to cover the scheduled payment, which caused the payment to fail. According to our records, on January 31, 2025, a team member from our ********************************* reached out to you and advised you that there would not be a second payment transfer unless it was scheduled. During the conversation, it was also noted that you did not have alerts set up for failed payments. We understand that you were concerned about our Online Banking system transition, but please be assured that notices were sent out advising you and our other members to set up these alerts on the new system.Additionally, per your request, once the conversation was complete, a call-back request was submitted to the Manager of Mortgage Loan Servicing.
  
  On February 3, 2025, our ********************************** Manager attempted to contact you regarding late fees and interest. Unfortunately, she was unable to reach you and left a voice message with her contact number. We kindly ask that you contact her at your earliest convenience so that we may assist you further.
  
  At Kinecta, your long-standing membership is highly valued, and we want to make sure your banking experience remains as seamless as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************************* at ************.
  
  Sincerely,
  
  **** ******
  Chief Experience Officer

• Initial Complaint

  Date:01/07/2025

  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.

  THE IMPLEMENTION OF PROTECTPLUS IS CAUSING CC PROBLEMS. CU IS NOT ANSWERING THE PHONE DUE TO SO MANY ISSUES. KINECTA HAS LOST THE INTEGRITY OF ****** CU.

  Business Response

  Date: 01/16/2025

  January 16, 2025
  
  ******** ****
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your inquiries about the ProtectPlus Checking account. Please know that I take your concerns seriously and upon receiving your letter, I immediately asked my team to research the matter. Allow me to share the findings with you.
  
  According to our records, you contacted us on January 4, 2025, to inquire about the $9.95 monthly service fee for our new ProtectPlus Checking account and asked whether the conversion would result in any charges if no action was taken on your part.Our representative informed you that if you did not take any action and allowed your account to convert, the $9.95 monthly service fee would apply. The representative also advised you that the monthly service fee can be waived by maintaining a $10,000 average monthly balance in your ProtectPlus Checking account.
  
  Additionally,our representative explained that you have the option to opt out of the ProtectPlus Checking account and remain with your current Classic Checking account.However, in order to opt out, you would need to wait until after February ******, and contact us at that time, as that is when the conversion occurs. Our representative also advised you that as long as you met the Classic Checking account requirements to waive the fee, as outlined in the Consumer Schedule of Fees and Charges, you would not be charged a monthly service fee. Please accept my apologies for the misinformation provided to you regarding the need to wait until after February 1, 2025, to contact us in order to opt out of ProtectPlus.
  
  During the call, you mentioned that you would not be able to contact us after February 1, 2025, and requested to speak with a manager. As per your request, the call was escalated.I am pleased to hear that our manager was able to assist you with your request and assured you that she would opt you out of the ProtectPlus Checking account and ensure that your account would not convert on February 1, 2025, allowing you to remain with your current checking account.
  
  On January 8, 2025,you reached out to us regarding a rejected credit card transaction. Our representative reviewed the transaction with you and reset it, resolving the issue causing the block. You initially believed the rejection was related to your request to opt out of the ProtectPlus Checking account. The representative assured you that the declined transaction was unrelated to your decision to opt out. Subsequently, you requested to speak with a manager, who provided the same confirmation.
  
  At Kinecta, your long-standing membership is highly valued, and we want to make sure your banking experience remains as smooth as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
  **** ******
  Chief Experience Officer

• Initial Complaint

  Date:12/09/2024

  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.

  (Kinecta - *****************************************)In May 2024, I filed a fraud complaint (May 3rd-5th), but instead the bank filed my complaint under a bank loan. I never needed a loan. I wanted to be reimbursed because these charges came from a different country. Yes, I travel internationally, but I have never traveled to *************. Months and months have passed and I received no credit. The bank said my address was not updated in their system. I kept going inside the bank to update my address and it was finally fixed months later with ****** ********. It's December. I just left the bank today and this loan would come up often. Again, I did not request any loans from the credit union. I am told my fraud case has been denied back in May because the merchant(s) said I approved these charges through a digital wallet. I DO NOT own a digital wallet like ***** or ******* pay. Also, one of the transactions came from a toy truck company and I DO NOT own a car. I haven't owned a car since 2019. Most of the transactions were from *************/****** and I was told I would have to reach out to the merchant. The bank couldn't provide any information for the merchant. I never approved any of these charges and would like reimbursement. The bank said there is nothing they could do since this happened back in May. As much as I visited the bank, I was never told my claim was denied and that it was only pending. In the past when situations like this would occur, I would be refunded. This didn't happen here.

  Business Response

  Date: 12/12/2024

  December 12, 2024
  
  
  ******* *****
  
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding a fraud claim you submitted concerning charges posted to your account, which you indicated were unauthorized. Account security is of the utmost importance to us, and upon receiving your letter, I immediately asked my team to research the matter. This letter provides the results of our review.  
  
  According to our records, we received the dispute claim you submitted on 05/06/2024. After a thorough review of the details surrounding this dispute, it was determined that some of the charges in question were processed through your digital wallet,which required prior setup. We have confirmed that your debit card was properly set up within the wallet at the time of the transaction. Additionally, for other charges, our review revealed that you had a history with the merchant involved. As a result, your dispute claim was denied, and a decline notice was sent to you on 05/20/2024.
  
  Additionally, we can confirm that the dispute you submitted pertains specifically to your debit card transactions and not to a loan, and no loan account is associated with your name.
  
  Regarding account activity, we noted that on 05/25/2024, you changed your address at our *******************************. On 05/26/2024, a "Bad Address" flag was added to your membership. Subsequently, two email notifications regarding the "Bad Address" flag were sent to you, on 09/25/2024 and 10/26/2024.Additionally, on 10/28/2024, you made another address change at our ********************************
  
  On 12/09/2024, our Risk Operations Team conducted a further review and reached out to the merchant involved. Through our communications, the merchant provided information that directly linked you to the charges. Our team also reconfirmed that your digital wallet was active at the time the charges were processed and that you continue to actively use the wallet.
  
  Based on this comprehensive review, we regret to inform you our decision to deny the claim remains unchanged. Should you have any further questions or concerns, please do not hesitate to reach out to our ************************** directly at ************.
  
  
   Sincerely,
  
   **** ******
   Chief Experience Officer

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22652013
  
  I am rejecting this response because:I do not have a digital wallet, so I am confused as to how I could make purchases. I have been with the company for years now and whenever outside sources remove funds from my account, I am reimbursed. I have lost trust within this company and will look for another bank. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/06/2024

  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 recently fell on financial troubles for a few months, and this company, auto department only was the worst to deal with! Everytime Ive called they give me attitude. First off, before I got behind on my auto loan, I called to ask if there was help, they said there was none. When I was able to make a payment, I called them and was informed I couldnt pay with debit card. They asked if I could pay using account and routing number. I told them my ***** account does not allow that. They said to pay with account or go to a branch (over 300 miles away) or pay western union (more fees). I used my bank info and it declined. I called to follow up on how to pay that same hour and was offered deferred payments. Sent a payment by western union, submitted documentation. Person sat on it, by time I followed up, I was past 45 days late. They said make another payment and re-apply. I said you guys are messing with me, dangling help in my face with no intention of giving it. Got a repo email, called, the first ****** said it was because I wasnt in contact (false) the second ****** said I couldve done a post dated payment but due to rejected payment I cant now. I said they didnt let me pay with debit card, she said thats false as theyve always allowed debit. Long story short, got pay day loans to western union. Called back to request deferment or help, since I was well under 45 days past due. She said most likely wont accept it because my daughter drives the car (rudely, and has zero to due with payment help as I pay it). This department is purposely misleading at every car, giving false information then backtracking, talking to me rudely like if Im trying to avoid them or Im the issue. Plain and simple; they want to repo my car that has amazing equity. And they will mislead to do it. I dont want this happening to others. If you wont offer help, dont offer it: or offer it first call as I was communicating plainly since before I fell behind.

  Business Response

  Date: 12/09/2024

  December 9, 2024
  
  ******** *********
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your car loan and your inquiries for assistance. Please know that I take your concerns seriously and upon receiving your letter, I immediately asked my team to research the matter. Allow me to share the findings with you.
  
  According to our records, you have been speaking sporadically to our *********************** They provided you options to make your payments and were reviewing your assistance request. Unfortunately, they were unable to reach you for several days to discuss your request and the account was too far past due to qualify.
  
  On 12/03/2024, it appears you were able to make another payment which reduced the delinquency of your auto loan. In addition, you initiated a new assistance request on 12/04/2024 for a two-month Assistance Program, and our team was able to promptly approve your request on 12/06/2024. The relevant document was emailed to you via DocuSign on that same day and you returned the signed document on 12/09/2024. Upon receipt, our team processed the signed document,and your auto loan is now due for 01/06/2025.
  
  We understand that financial challenges can be stressful, and we sincerely empathize with the difficulties you may be facing. Should you have any further questions or concerns, please do not hesitate to reach out to our ********************** directly at ************. 
  
  
   Sincerely,
  
   **** ******
   Chief Experience Officer