ComplaintsforKinecta Federal Credit Union

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/8/24 I went to the branch located at ***************************. *********, ** *****. I went in to ask for my most recent statement (December 2023). I was working with teller ****************** and she repeatedly asked me what I needed my statement for. Since I felt this was none of her business, I told her I just needed it. Since I refused to tell her my exact reason for needing my statement, she proceeded to tell me that Decembers statement was not generated yet and that she could only give me Novembers statement. The manager ****************** then stepped in and asked ******* to send her my information and she then affirmed that only Novembers statement had been generated. Later that day I returned home to find that the December statement actually had been generated and was delivered in the mail on this same day. On 1/9/24 I returned to the branch and asked both women if someone receives Decembers statement in the mail, does that mean its been generated and is available for them to print. They quickly answered yes, it would be available for them to print. When I reminded them of their refusal to print it the prior day they claimed that the statement must have been in another system and that they did not look in that system. This is not the first time Ive gone to a Kinecta branch and have been told something that is not truthful simply because the teller did not like my refusal to not share information that was not their business. *** been a member for over 15 years and I no longer want to do business with this bank and their unprofessional employees.

  Business response

  02/08/2024

  February 7, 2024
  
  ***************************
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I apologize for the difficulty you experienced obtaining your December 2023 account statement from our ********* ****** ********************** Upon receiving your letter, I instructed my team to investigate your situation.
  
  While our goal is to ensure statements are available on the 1st of business day of each month via online banking, there can occasionally be a slight delay of up to 7 days before they are posted to our core system for the branches to access. So,while you could have viewed it online immediately, there was unfortunately a backend delay before it reached our branch system. I understand this discrepancy between the online and branch availability was frustrating and regrettably led to your making an extra trip back on January 9th.
  
  In the future, please know that you always have the option to access statements immediately through our online banking platforms. We value your membership, and I am truly sorry for your experience. We truly appreciate your membership and look forward to meeting your financial needs for many years to come.
  
  
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This occured on 12/25, 12/26, and 12/27. On 12/25 I used the Kinecta app with the plan to send money to six people, two for $100, and four for $75. On 12/25 the system would only process three of my planned distributions. No reason shown as to why the other three would not be processed. When I called on 12/26 they told me there was a fraud concern on my account with no details and that I would be contacted.. No one ever contacted me. On 12/26 I tried again and two distributions were processed. Again no reason shown why the third request that day was not processed. On 12/27 the sixth one was finally processed. I made several calls and was told someone from Kinecta would call me to explain the problem. Too far no one from Kinecta ever called me. It took three days to make six distributions that should have been processed in one day. All went out in the to the people as originally attempted. These were all to people I had sent money to in the past via Zelle.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 09/16/23 I ************* go online to check my credit report. My Transunion report shows that I owe $921. I did owe Kinecta a $1000 loan of which in July 2023 I ************* paid off in full.This loan of $921 should not be showing a balance of $921 at all because I paid this loan off with Kinecta in July of 2023.

  Business response

  10/05/2023

  Thank you for letting us know about the incorrect credit reporting you noted in connection with your Kinecta loan. Accurate credit reporting is very important to us, so as soon as we received your BBB complaint, I asked my team to research your account.
  
  Our review of your account indicates that it was on 9/19/23 you notified us of your concern. That same day, we checked with the three credit bureaus and found that Transunion was, in fact, incorrectly reporting the account as open with a balance of $921. We immediately notified Transunion of the error and asked that it be corrected to reflect the account as paid/closed with a zero balance. That same day, we also sent you a letter notifying you of the correction. However, based on the date of your BBB complaint, it seems that perhaps you did not receive our letter on a timely basis, and we apologize for any misunderstanding or concern this may have caused. Following up on 10.2.23, we reconfirmed that the correction we requested was, in fact, made by Transunion.
  
  We truly appreciate your membership and hope this fully satisfies your concerns.
  
  Sincerely,
  
  *********************
  Chief Experience Officer
  
  

  Customer response

  10/05/2023

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BBB please send the attachment to the company with my complaint. Otherwise they'll have nothing to reference. I've heard too many times that companies don't get the attachments & have no idea what the complaint involves w/the limited wording here. My convos with them proves they don't know what the problem is. I've requested twice w/this being the 3rd & final time that they correct the paid off dates w/the credit bureaus on my paid off credit *********** loan. I ran my credit today & they're still wrong. I'm getting tired of complaining to the lender & the credit bureaus via the Consumer ************************* regarding such a simple is*** that is about to get the ** & the bureaus ***d. The law says that if they can't get the info correct they are required to remove the accounts permanently. They can't get it right, this is the 3rd strike & I want them all removed if they can't fix them from all credit bureaus. This is not rocket science but it's being treated as such. I will not hesitate to send the legal paperwork to the *** of the **. I don't think he'll appreciate being ***d for a simple fix that I'm asking them to do. Correct the dates & make sure they don't change again, you have the factual records in hand, remove all of the accounts from all 3 credit bureaus if you can't fix it by 8/16/23 or risk being ***d. It's that simple & I will follow through & send the *** all of the disputes I've done through the ***** the bureaus & to you directly. I'm certain someone will get fired. Like I said it's not rocket science. Fix it or remove it ASAP. Come 8/16 if it's still wrong the law suit is the next step straight to the ***. I don't make idol threats. You're responsible by law to assure accurate info is reported to all of the bureaus at all times. That hasn't happened & it's not getting fixed. Your choice. Go ahead & tell me to *** because I'll be sure to tell the *** who said it. Not a threat but a serious promise. ***** in your court.

  Business response

  07/27/2023

  Thank you for letting us know about the continued difficulties youve had with your Equifax credit report and sharing the attachment detailing your concerns.Accurate credit reporting is very important to us, so it was very disappointing to hear of your experience with Equifax.
  
  We have reviewed your account and submitted a request to Equifax on 07/21/23 to ensure the closed/paid in full date remains 08/24/22. However, Kinecta is not able to revise the Last Reported Date. We can only report the date the loan was closed/paid in full. According to the credit reporting agency, when a consumer files a dispute it triggers an update at the agency -- such that the date of the consumers dispute (rather than the date a lender indicates the loan was closed/paid in full), becomes the Last Reported Date on the account.
  
  With regard to your credit card account, we have sent an update request to TransUnion to reflect the Last Activity date of 06/16/15. On 7/27/23 we confirmed with TransUnion that once our update is received, the Date Last Active will be changed from 07/07/17 to 06/16/15. As noted above, the Equifax record will not be changed due to their policy.
  
  I hope this clarifies the changed dates on your credit report, and provides assurance that Kinecta has provided correct payment information for your account. I also recognize that credit reporting agency procedures can,unfortunately, be confusing and would encourage you to reach out directly to the credit reporting agencies for a more detailed explanation of their procedures and how you can most effectively ensure consistency among the three agencies.
  
  Sincerely,
  
  *********************
  Chief Experience Officer

  Customer response

  08/02/2023

   
  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.Thank you, thank you! That's all I'm asking you to do. The Consumer ************************* cannot contact you as they said you're not registered to receive complaints from them. You may wish to register. Consumers filed numerous complaints with the **** including me, that the bureaus are changing information illegally on our reports and tanking our credit scores. Equifax has done this with all of my credit reflected on their report. TU and Experian have been guilty of this too, but not to the extent that Equifax has been doing it. I've been going back to the creditors to get it fixed, because the bureaus lie to the **** then send me something that "fakes" a correction. Then when I run my reports on the 16th of every month, the information is still being reported incorrectly. I've been fighting these inaccuracies with the credit bureaus for almost 2 years. What they keep doing is creating more problems by worsening the situations and not correcting the information. When the creditors don't pay attention or respond, I take the BBB avenue to get someone higher up's attention to correct it. I've been running into a lot of issues where the staff is not credit trained at most creditors, and is unclear on how to correct information, or respond to disputes. My credit scores suffer because of it. I'm very persistent and won't quit until I find the person that can get me results! I didn't want to include you in a law suit against the bureaus, because it looks like that's the direction this is going if Equifax continues to report information inaccurately, and creditors don't respond to the disputes I send them. I've had a bevy of problems with that, trust me. The **** is not really a reliable source right now because they just had a recent scandal, where an employee stole ******* complainants information and sold it on the black market. That made it to the national news! That was discovered last month. I also filed a complaint against the **** with my local Congressman, because the **** has failed miserably at handling my complaints against the bureaus effectively, failed to follow FCRA laws or enforce them, for the past 2 years. They automate everything and no humans ever touch it. That's how their employee was able to get away with theft. If no one is minding the hen house the Fox will get in! I'm sorry I had to use this venue to get someone's attention but I want this information corrected once and for all. The last reported date is the date it was paid off. That's what it was showing as prior to, and that's what it should be reported as now. I also want to make sure that Equifax and TU remove any comments stating I'm "disputing their investigations". They're attempting to make creditors think I'm cleaning up my credit which I'm not. I'm forcing the creditors and credit bureaus to correct the errors they're making on my credit. You may not realize it but every time they report inaccurate information whether it's balances, dates or throwing inaccurate dispute comments on my credit, it lowers my scores considerably. I'm really tired of playing this cat and mouse game with the bureaus, especially Equifax since they have been the biggest violator, that I have to eventually take legal action against them. Unfortunately they don't care because the bureaus get sued all the time. I'm hoping I can avoid that. That's why I'm doing whatever I have to in order to alert creditors of the problems I'm experiencing. The info was being reported correctly but the bureaus have been changing it. Now every time I order my report from my monitoring service which includes my FICOs, I have to review every single account on it to make sure nothing is different, or has been changed. It's tedious but I don't like surprises, good or bad and I stay on top of my credit, unlike most Consumers. Again, thank you for taking care of this and most importantly for finally responding. I'm hoping the changes will take effect by the time I run my reports again on 8/16. If not, then Sept. Have a great day Sir!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been having issues logging on to your online portal to pay my credit card off. Your customers service was very rude and unprofessional. I now have incurred a late fee and interest charge of $40+. Please reverse all charges!

  Business response

  03/22/2023

  I want to begin by apologizing for the difficulties you had accessing online banking and for your unsatisfying engagements with us. When I received your letter, I asked my team to research your situation and I understand you had a good conversation with ********* on our Member Experience team who was able to ensure you can log into online banking and provide you with alternative options to pay your card in the future. I was also pleased that, as a courtesy, we were able to accommodate your request to reverse the fees you incurred. Again, I am sorry for the difficulties you encountered and apologize that you were so frustrated you felt the need to escalate your concerns. We truly appreciate your membership and look forward to meeting your financial needs for many years to come.
  
  Sincerely,
  
  *********************
  Chief Experience Officer
  

• Initial Complaint

  02/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied online as I live out of state, completed verification questions, and was approved for an savings account. I was unable to complete a promotional cd without using a representative. All other cds could have been opened online. I transferred funds from an outside bank to Kinecta. When I tried to open the cd, the rep had me send my if thru an unsecured email. The id has my other home address on it. The rep **** advised she would not open the cd unless I sent in proof. I advised to close the account and send the money back to my original bank. She told me no they would send a paper check. I didnt want to wait for a paper check and wanted her to ask a supervisor to send the money back via electronic transfer. She stated she would call or email when she had a meeting with her manager in 2 and a half hours if he didnt answer an email she would send. I asked for his email so I could send 1 also requesting my funding back. She offered no further assistance and said no branch could help me because I lived out of state. I completed an online chat with **** who advised I could withdraw the money via cashiers check at a shared branch in my city. I thanked **** and went to the shared bank. While in line I received a text of all my money was gone except **** which is needed to keep the account open. When I got to the cashier at the shared branch she informed me that my account was frozen. **** nor **** advised that my funds had been frozen. I called and spoke with ***** who stated I needed proof of address. I advised I would send tax records from the county website that I owned the property. She said I would also need to send in a copy of my bills and tax records. She would not send the money to any address and it would just sit in the account. ****** said it would freeze until I send what was needed regardless of whether I verified my identity questions online and provided my id and willing to provide online tax records. My funds are being held hostage. Return my money.

  Business response

  02/15/2023

  Dear *****************************:
  
  I was very sorry to hear about the difficult experience you had trying to open a certificate account with us. As I imagine youre aware, the potential for financial fraud is an extremely serious issue all financial institutions face.Unfortunately, this requires us and all financial institutions to implement safeguards to protect members and their accounts, including careful efforts to establish a persons identity before disbursing funds.
  
  When we received your complaint, I asked my team to review the account and learned that our Risk team had already advised you of another option to expedite return of your funds as you declined the options offered to establish your identity. I understand that shortly thereafter we were able to confirm with you that the funds were returned to you. Nonetheless, I do want to apologize for the negative experience you had and assure you that we are continually working to enhance the ease and convenience of doing business with us, without compromising members financial security.
  
  Should you have any further questions or need any assistance, please feel free to reach out to us.
  
  Sincerely,
  
  *********************
  Chief Experience Officer

  Customer response

  02/18/2023

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company Kinecta refuses to give my mother a payoff balance on her home equity loan. I am ready to pay off her balance, and now her for some reason they will not give us the payoff number. We both called last week and they said they would get us the number and thus far have refused to give us the number they just keep giving us the runaround.

  Business response

  02/06/2023

  Dear *************************:
  
  I am so sorry your initial calls seeking a payoff balance on your mothers home equity loan were unsatisfying. When we received your complaint, I asked my team to reach out. I understand that ********* on our ************** Concierge team was able to connect with you and ensure your mother received the necessary information regarding the payoff balance as well as the requirement for a certified check. Nonetheless, I do apologize for the inconvenience and for any confusion arising from your earlier contacts with us. If you or your mother need any further assistance, please feel free to reach out directly to *******************
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  MULTIPLE ISSUES CONCERNING ****************.1. SLOW RESPONSE TIMES ON THE ***** AND CHANGING PROCEDURES WITHOUT NOTIFICATION.2. PRIVACY ACT VIOLATION OR CHANGING SHARING INFORMATION MID YEAR WITHOUT NOTIFICATION.3. CLAIMING THEY SUBMITTED A CREDIT CARD REQUEST (I VERIFIED THEY HAD NOT DONE A HARD/SOFT HIT) AND THEN DENYING THE CC.4. MY SOLUTION WAS TO REMOVE $200+ K FROM KINECTA AND THEY HAD NO RESPONSE / FOLLOW UP.5. THEY ADVERTISE VIP MEMBERSHIP WITH A PRIORITY NUMBER BUT IT GOES TO THE SAME QUE AS OTHERS

  Business response

  02/06/2023

  Dear *************************:
  
  I want you to know that I am very sorry you felt so frustrated that you needed to escalate your concern. I asked my team to look into the specific issues you raised with ********* from our ************** Concierge team and believe the Director who oversees these areas will be reaching out to you about this, but I also wanted to respond in writing as you requested.
  
  Privacy Policy:Our records show that you did, in fact, opt out of marketing mailings.Unfortunately, you were mistakenly included on the list for a June 2022 mailing and I apologize for that error. Since then, we have implemented a new screening process to ensure that wont happen again.
  
  Call Back System and Phone Queue: We researched your calls to us from 12.31.22 through 1.28.23 and while our average call back time in ******* was just 34 minutes, I was very disappointed to see that call back times you experienced were far in excess of our standards. I also want to assure you the individuals you engaged with have been coached in an effort to ensure all members receive more consistent and timely service going forward. However, I encourage you to reach out directly to ********* for help with any future needs or concerns.
  
  Credit Card Application:In July, you applied for a credit card; however, there was a freeze on your credit report and requirement that we speak with you personally prior to proceeding. In addition to credit reporting and other information, we must verify an applicants physical address. As I understand our Underwriting Manager shared during his call with you, we were not able to proceed with your application because you declined to provide that information. Should that situation change, we would be more than happy to continue processing your application.
  
  Large Withdrawal:I was disappointed your dissatisfaction with us led you to withdraw a significant amount of money from your accounts. While the employee who assisted you by phone with those transactions endeavored to provide good service in complying with your request, you are correct that your action should have prompted a follow-up call from a higher-level employee attempting to retain your business.
  
  I hope this response fully addresses your questions and concerns. Again, please accept our sincere apologies for the difficulties you encountered. We truly appreciate your membership and encourage you to reach out directly to ********* with any future needs or concerns.
  
  Sincerely,
  
  *********************
  Chief Experience Officer

• Initial Complaint

  01/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I recently got married and legally changed my last name with all my cards, documents, social card. I changed my last name only, and sent the required forms/docs to Kinecta, via US Mail, via Fax 3 times! and they keep saying they haven't received the documents to change my name. I live in Columbus, Ohio and there are no branches here. I'm living a nightmare to change my name and receive new cards with my updated name.

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2023/01/30) */ Dear *************: I want to congratulate you on your recent marriage and apologize for the difficulties you encountered updating your name on your Kinecta account. I understand ****** on our Member Service Concierge team has already reached out and let you know we performed the name change on 1/24/23 and that your new debit card and new credit card have been issued. However, I agree this should not have taken the effort it did on your part. Thank you for your Kinecta membership, and please don't hesitate to reach out to ****** directly should you have any further questions or concerns. Sincerely, Mike ****** Chief Experience Officer Consumer Response /* (2000, 7, 2023/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for solve my issue. Everything is good now.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/10/2022 the credit union transferred $799.32 from my primary checking account to my adult son's account which was overdrawn. Since I am a joint owner of my son's account (it was opened when he was a minor), they are allowed to do this, and I don't dispute that. As a result of this transfer, I filed the necessary paperwork on 11/15/2022 at the Tustin branch to remove me as a co-owner of my son's account since he is now an adult. On 12/29/2022 the credit union did another transfer from my primary checking account of $578.55 to my son's account because it was overdrawn again. I asked the credit union why this was done since I had been removed as a co-owner the previous month. I was told the paperwork was filed but not processed. The assistant branch manager told me they have now removed me from my son's account but are not willing to reverse or credit my account the $578.55 even though they acknowledge the paperwork was filed correctly in November and there was an unexplainable reason why the paperwork was not processed. I am seeking to be reimbursed the $578.55 that was taken from my account. I have been a member of the credit union for over 30 years and don't agree with their decision to not reimburse me. I'm being penalized for their mistake.

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/23) */ Dear**********: I was so disappointed to hear about the difficulties you experienced in connection with the joint checking account you had with your son. As you noted, a request for you to be removed as joint owner of your son's account had been submitted and there should not have been a transfer from your account to cover the 12-29-22 overdraft. I understand ****** on our Member Service Concierge team has already reached out and let you know we have reversed the $578.55 transfer and returned those funds to your account. We have also confirmed the accounts are updated to reflect correct ownership so there should be no further issues. Nonetheless, I would like to add my personal apologies for the error and for the frustration you experienced. We truly appreciate your long-time Kinecta membership and hope to continue meeting your financial needs for many years to come. Sincerely, Mike ****** Chief Experience Officer Consumer Response /* (2000, 7, 2023/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the review of my case and am satisfied with its resolution. 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. ↩