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Complaint Details
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Initial Complaint
12/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am writing to formally file a consumer BBB complaint regarding the recent repossession of my vehicle, a ***** GX460 (VIN: *****************), on November 13, 2024. I am a responsible 20 year Oceanside homeowner, US Marine Corp Veteran and disabled senior. Yes, since COVID and the loss of my once profitable business, I have been struggling financially. The payment was only one (1) payment + 13 days past due when the handicap vehicle was physically repossessed! According to Frontwave staff, they attempted to contact us by phone and mail. However, neither my wife nor I received any such notices. When requested in writing, Frontwave Credit Union has been unable to provide any evidence whatsoever (delivery confirmation, certified delivery) that proves that such notice was, in fact, delivered.Additionally, **** intentionally and knowingly cancelled our online access to our accounts without noticethereby effectively preventing us from viewing our accounts and making payment(s) online.Since Frontwave Credit Union cannot provide any documentation that the repossession notice was delivered, I am requesting an immediate refund of all costs, fees and damages for the wrongful actions of Frontwave Credit Union to include but not limited to:Repossession ******************************************* Release Fee: $15 Loss of Handicap Vehicle Use (4 @ $50/day)$200 Reacquisition Time (6 Hours @ $100/hour)$600 Time To Prepare Complaint (2 Hours @ $100)$200 Total Costs (growing as of 12/21/2024)$2145 Thank you for your immediate attention to this matter. I look forward to your prompt ************* I contacted Frontwave with my complaint directly in hopes of receiving the refund of the wrongful fees & costs incurred. Instead, I received a corporate letter that made a vague, unsubstantiated reference to have attempted to contact us without success and that they consider the matter closed.
Business response
12/24/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its Members. An investigation will be conducted and the results of the investigation will be sent directly to the Member.Customer response
12/24/2024
Frontwave credit union has failed to provide requested documentation/third-party verification that notice of repossession was delivered to customer. As a result, ********************** failed to provide reasonable right to cure balance due prior to repossession resulting in financial damages. No refund requested of wrongfully collected fees/charges has been received. Only when the full refund amount has been deposited in my Frontwave checking account will I consider the dispute resolved.Business response
12/26/2024
As previously communicated, Frontwave will respond directly to our Member via mail.
Customer response
01/09/2025
Business has not resolved to - or addressed the complaint. They have not reimbursed/credited me for the refund I have documented. In my opinion, Frontwave Credit Union customer care is TERRIBLE and their lack of intent/desire to immediately resolve customer complaints to the satisfaction of their customers should be a warning to all other existing and future customers.Initial Complaint
09/07/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
False advertisement. Email provided by agent clearly states the following If youre purchasing a vehicle from a franchised dealership in a Non-Title holding state (******, ********, *****, ********, ********, *********, ********, *******, **********, ********, ************, *******) theres a slightly different process. Well need to verify the vehicle is registered in your name with Frontwave listed as a Lienholder before sending funds to the dealership and finalizing your application. We do not finance purchases with non-franchised dealerships outside of **********. Non-franchised dealerships are independently owned dealerships that do not sell new cars. Then upon submitting documents to complete my loan I am informed they Do not provide auto purchases outside the state of ********** this is not at all what their policy claims.Initial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Front wave credit union added 5600 to my auto loan because they added insurance without my consent. I switched carriers back in June (today is August 24) I provided proof of coverage as soon as I was reached out to them heard nothing back. Now 2 months later my loan balance is 5600 dollars higher and when I go to call I resend all insurance information as requested to find out my deductible has to be lower than 1000 dollars (mine is 2500) I asked to see where that was stated in writing however the representative couldnt provide me where I could find my loan document. Thru the website theirs no way to review my loan document and their answer is call our dealer representative on Monday and try to work it out or call the dealer you bought the car from who did not make me aware of this rule when I bought the car.. now at the moment I have this 5600 dollar account balance looming over my head and absolutely no good communication from front wave if when I sent proof of coverage back in June they brought it up I would have adjusted my deductible right then and their.. however they said nothing and happily slapped me with almost 6k in new debt from their in house insurance provider even though Ive been paying my insurance bills on time. Very predatorial and Im active duty navy I dont make that much.big credit unions taking advantage of a service member is not acceptable. I shouldnt have this issue if they were good at communicating.Business response
09/16/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its Members. An investigation will be conducted and the results of the investigation will be sent directly to the Member.Initial Complaint
08/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I was not liable for the debt with Frontwave Credit Union. I did not have a contract with the collection agency **************** Collection, phone number:**************. They did not provide me with the original contract as requested. From the dates of December 2020 to February 2021 I was on a deployment and was not able to have access to any internet or cell service. During this period Frontwave sold a debt that I had no knowledge of to ***************************Business response
08/30/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its Members. An investigation will be conducted and the results of that investigation will be sent directly to the Member.Initial Complaint
05/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
date 12/27/2023. I bought a ticket from **** ticket. they did fraud, they sold me an insurance with the ticket for cancellation and any changes or incident, When I wanted to change, they did not honor it. So, I requested dispute along with employee of **** emails that no longer works for them. Front Wave credit Union did not dispute it, they gave me dispute department in *********** that could not read and comprehend the situation. Gave me address in ****************** that I faxed and provided information that have not communicated me. February 28 th they sent me a letter closing the case or provide info. I am not sure how they handle it or do they keep those documents.Front Wave mishandled it so long that now they are blaming ****** It must have not got this far. The **** ticket does not let me to get a copy of my ticket while during this process FRONTWAVE in order to do the process must have got the copy of the ticket.Truly the only document they need is transaction for insurance so I can get credit.The FRONTWAVE DO NOT COMPREHEND. Please investigate and I want my Refund $760.00 Trip Ticket $106.40 Ins $20.00 Tip = ****** This transaction is in my accountBusiness response
06/03/2024
Hello,
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its Members. An investigation will be conducted, and the results of the investigation will be sent directly to the Member.
Customer response
06/20/2024
It is not resolved and I am disabled, must someone caring to reach me.
Thank you.Business response
06/21/2024
Frontwave regrets that the Member is dissatisfied with the outcome of her dispute. It should be noted that Frontwave has thoroughly and substantively investigated and responded to each of the customers prior inquiries related to this dispute. At this time, the Member has not supplied any additional information that would further support her claim. With the explanation provided herein, Frontwave considers this matter closed.
Initial Complaint
03/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not liable for this debt with charter communications, I do not have a contract with Frontwave Credit Union, they did not provide me with the original contract as i requested. Also due to my information being incorrect. Such as my name and address. They have also stated that I was late on payments when their system was down. ******** Credit Reporting Act (FCRA), 15 U.S.C. 1681 et seq., is a federal law that regulates the collection, dissemination, and use of consumer credit information by Credit Reporting.Business response
04/26/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation were e-mailed to the customer.Initial Complaint
03/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with FRONTWAVE CU. I dont have a contact with the Front Wave CU , they did not provide me with the original contract as I requested.Business response
04/09/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation will be conducted and the results of the investigation will be sent directly to the member.Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been financed with Frontwave for two years. Ive had my insurance separate from this company but every couple of months when I attempt to make a payment, I notice they add their own which is a thousand dollars. Despite sending them proof of insurance with them listed as the lien holder multiple times, they continue saying they never received it. This month my account went into collections. I AM A SINGLE WOMAN TRYING TO FIND A HOME AND HAVE WORKED HARD FOR MY 700+ credit score since I was 18. It has now dropped. There was no warning given and they expect me to pay a now doubled car payment and trust that I will be reimbursed. I cannot afford to do that nor would I ever trust this company when they cant handle simple situations.Business response
03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been opened and the results of that investigation will be mailed to the customer.Initial Complaint
01/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ********************** CU Account Number: *************Sincerely,*********************Business response
03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. A fraud package will be mailed to the customer for completion so an investigation can be completed by our Fraud department.
Initial Complaint
12/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On July 15, 2023, I switched insurance for my vehicles. Despite my insurance agent sending all required documents to the lienholder, Frontwave Credit Union, I received repeated notices stating that the proper documentation was not received. I subsequently re-sent the necessary documentation on November 15, 2023 (see attached). The documentation fulfilled all required and necessary coverages as stipulated by the bank.Today, I discovered a $6000 charge added to my car loan. Upon contacting the credit union, I spoke with ****, who seemed unresponsive and repeatedly attempted to place me on hold. When I requested to speak to a supervisor, my questions remained unanswered. I expressed my concern regarding the email with the proper documentation sent on November 15, 2023, which was reportedly received on November 30. However, on December 8, an additional $6000 was added to my loan for purported lack of car insurance. I urged the supervisor to investigate why the document wasn't processed on November 30, yet nine days later, the amount was added to my account. He committed to checking and calling me back after his lunch break, but failed to do so. This lack of follow-through has been a recurring issue, and I am exasperated by the institution's negligence and lack of accountability.As a member for 15 years, I am contemplating closing all my accounts due to these ongoing frustrations.Business response
03/22/2024
Frontwave Credit Union takes every complaint seriously and welcomes the opportunity to receive feedback from its members. An investigation has been conducted and the results of the investigation show that the members concerns have been resolved.
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Contact Information
Customer Complaints Summary
20 total complaints in the last 3 years.
17 complaints closed in the last 12 months.
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