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Complaint Details
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Initial Complaint
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Monday, September 2nd I had went to do a withdrawal at an Alta One Atm using my EBT cash benefits as I usually do and the transaction did not process it was cancelled not sure if the *** was low on funds but the screen displayed that my transaction was not processed. So I then went to the bank at **** one to try to dispense cash and couldnt due to insufficient funds which was incorrect because I didnt get to dispense anything in the previous atm so I checked my balance and transactions and it showed I made a transaction of 800$ that I did not receive I then called the welfare they told me I needed to contact the bank and speak with someone about the issue because it showed the transaction went through so I would have to fix that with the bank. I then went into the bank and the bank then told me it wasnt their issue. I have explained to multiple banking associates and I have been told it is not there issue and now cant receive my money because theyre saying its an EBT and I dont have a banking with them.
Business response
09/04/2024
We apologize for the inconvenience and are researching this matter immediately. We will provide an update as soon as we have one.Customer response
09/06/2024
I am rejecting this response because:
I still have yet to receive my lost funds, nor have I seen Alta One Credit Union put any effort into resolving the issue.Business response
09/17/2024
This has been resolved and we were able to get Ms. ******** her funds backInitial Complaint
08/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My mother took care of all my paper work from the bank alta one she passed away in 2020 so I started looking at the two car loans and discovered I was still paying on a loan frodec 2013 I contacted the bank and asked how is this possible and they can't or won't show me on paper how a 72 month loan con last ************************************************************* I looked at your payment history and you were late on a few payments and i told her I always cought up and payed any payments that i was behind on and the only time i got behind was in 2020 cause COVID and besides this was 78 months into the loan and it should have been paid off by then either way I got a three month deferred payment not a three year deferred payment and she kept saying the same thing I have been hearing for four years it's the interest my loans are a fixed rate of 1.9 and 3.9 the interest was very minimal I looked closer and found the bank was putting hundreds of dollars on my principle for insurance I told them I have always had insurance they said they were going to refund me the thousands of dollars that they owed well this loan took over ******************************** over ****** to pay off a ****** loan and on my credit report they have. Me as 90 ad 120 behind when the loan was paid off two months before on my other car loan I have one payment left but it's the same story on a 7 year loan it has taken 104 months at 3.9 percent rate when I looked at the statements some years they added up to 1400 to my principle when I ask what are these charges for they can't tell me these extra charges are why my loans are years past the payoff dates one bank employee told me it was for insurance I informed them that was suppose to have been refunded and if it was why is the principal not reflecting this so now a miss ********* tied telling me it is because I got behind on payments I informed her yesterday I mite have gotten behind but I always made them up so haw is it possibleBusiness response
08/29/2024
Thank you for bringing this to our attention. We will investigate this matter and respond promptly. Thank you!Customer response
09/01/2024
I am rejecting this response because:
This is there way of sweeping this matter under the carpet I have had more time to go threw my paper work and from 12/13/2013 to 9/1/2024 this bank has charged me over ****** $ that's 20 thousand dollars in fees I am going to be talking to the office of the federal banking commission and the fair trades commission what they have done is not just unethical it is also illegal I have my bank statements that show them adding hundreds of dollars to my principal monthly when I first cought this I was told that they would refund all the charges the didn't or my loans wouldn't be almost four years over the payoff dates and now this delay tactic they have destroyed my credit they have me down as 180 days late on a loan I paid off two months prior I have suffered greatly because of there shady business practice s I have been turned down for a home loan because of the fraudulent credit reporting I have. Gone hungry had to sale my other vehicles my ****** just to keep paying on loans that should have been paid off long ago when I took a three month deferment in July 2020 on the one loan they said my balance was about 9000 dollars that was the 77 month of a 72 month loan that means I only paid 122 dollars a month when I paid 300 a month that's how mush fees they were adding on to my principal monthly that's just a **** estimate i don't have the numbers in front of me now but its very close and my other loan is just as bad in 2019 they added over ***** dollars in fee to my principal and can't or won't show me on paper why and if refunded when and were if I reach out to social media I can only imagine how many other people are going threw this or don't even realize realize that alta one is putting tens of thousands of dollars back on there loan principal so no I don't exspect there response you would think that if one of there customers that has paid off three loans to the sum of about ****** dollars in 13 years that is accusing them of out rite banking fraud they would at least be able to show on paper that these accusations are unfounded and false cause all they would have to do is push a button hit print and show the complete payment records of these loans but they can't cause they got cought with there hand in the cookie jar and if they try to doctor the records they won't match my bank statements so there just going to drag there feet a hope it goes away well if they dont fix this. Very soon there going to find there selfs in a class action lawsuit there's a lot of other people that they have and are still doing this too and it will cost them more in league fees just to have there attorneys read the lawsuit papers filed then they owe me and when they lose the class action suit and they will lose law firms don't take ases for free unless they know there going to win I already have three different Firms that want to move forward with this it can cost them million of dollars I don't want this to be the out come i only want my credit fixed and all of the fees refunded along with a letter of apology to day is sep first i will wait till the end ot the month for a final resolution to this matter if a agreement is not reached by then this matter will go to litigation I have been trying for four plus years to get a answer as to why the loans have taken so long I have been patient with there incompetent employees now that all loans are paid off and they can't threaten me with repos my patients has run out
Thank you for your time***** Simpson
Business response
09/12/2024
Response attached.Customer response
09/18/2024
I am rejecting this response because:
In their answer to my complaint in their own writing they even admitted to taking ***** plus dollars for insurance I had full coverage insurance the entire time of both these loans I brought proof to the bank many times I even brought a DMV print out my insurance agent called them many times and their own insurance investigator verified it all those funds were all were supposed to be refunded and it was for a lot more than just a ***** dollars there claiming I've got my statements from them that shows a lot more than that and if they did refund the fees like they said they were going too the payoff date wouldn't have advanced in advance for yeah I took a couple of skip a payments and one deferment for 3 months but not for 3 years the way this could be ended right now they said in their own answer that they'll provide you with any documents you need well all I am asking for is the printouts on the two loans the record of all payments and fees added to the principal for the entire life of the loans and what the fees are for all they have to do is push the print out button it's all in there computers I sent too photos part of my credit report if you look at the one they got me back at like 90 days or 180 days later on a car that was already paid off two months before and it shows last year when they charging 614$ in fees for what they've been doing this on two loans every year for the past13years years some years it was 1400$ in fees on each loan it adds up to quite a bit of money well over 20.000$ and now to address alta ones claim that I got vulgar on the phone with miss ********* I did get boisterous and frustrated because it seems that nobody could do basic math and figure out there's no way if I'm paying $600 a month on these two loans that they should possibly be this long and only have paid the amount when I took the three month deferment the one loan should have been paid off in 2020 when I took the three month deferment it was already 77 months in to a 72 month loan but with their math it comes out I was only paying $130 something a month on the one loan that was the 77 months of a 72 month loan it's not that I was behind it's shows how mush alta one was adding on to my pr principal and I still didn't get the one paid off for two more years and I was not behind at all when I took that deferment so you tell me or have them explain to me how it took an extra 3 years almost to pay that loan off that's how much extra fees they added illegally on to my loan if they want to prove me wrong show the printouts of the loans they won't do it because they know they're wrong and if I go to the social media with this there's a lot of people that are going to come out of the woodwork and join the class action suit with me and it's going to cost them millions of dollars I don't want that I just want what is mine what they took illegally from me you guys you don't even know how many nights I went hungry had to sale my ****** to make sure I always made my payments or if I was behind I always paid all back payments and fees to bring my loans current it's a straight out lie when altaone claims I was 180 days behind they would have repo my cars if I was ever that far behind and my cars were never repo the furthest i ever got behind was one time and it was 90 days and i payed it u up to current they want you to believe i got behind and just said let's start from here and I just let the back payments go to the end of the loan that's not how it works I payed the back ones missed and would bring the loans up to date but there trying to say the loan went into extra inning's cause of missed payments I have all the bank statements to prove what I'm saying and offered to give there manager copies they refused said they had it all on computer you would think you would be required to know basic math to work at a bank all I can say is do the math from the time I opened the loans to 2020 when i took the deferment and it dosent work out even if i only payed 200 on each loan it dont add up and i paid 580 on the two loans monthly so it time to cut bait or go fishing prove what you say and show your printouts and I will show mine this has gotten real old I been asking for proof on paper since in 2019 when I first cought you adding thousands on to my principal which even shows you you gave me thousands of dollar in refunds you supposedly we're going to take it back of my principal because I caught you what if I didn't catch you you would still be doing it so prove me wrong cuz I sure can prove you wrong and I'm going to go on social social media real soon and let's see how many other people come out of the woodwork to join the class action suit I know I have personally talked to mine other people with auto loan problems involving altaone all it takes is three to fileBusiness response
09/25/2024
See AttachedInitial Complaint
03/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I purchased a car back in 2017 and they were the back that financed it. I paid the car off early and assumed the account was closed and the $25 minimum would be sent to me in the mail. instead they started charging me $2 a month for paper????????? then $5 for being under the minimum balance. which the only reason I was under the balance was because of the fraudulent $2 charges. Not to mention the account should have been closed. I will never use this bank again for any reason. I really could careless about the $25 it is the principal of the whole situation and how they do business.Business response
04/03/2023
Thank you for making us aware of this situation. We will be reaching out to speak to our Member directly to resolve this issue.Customer response
04/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 198***31, and find that this resolution is satisfactory to me.Initial Complaint
03/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am the trustee and beneficiary of a CD at AltaOne valued at $100,000. The CD came up for renewal on 8/19/22. In mid-July , I mailed my mother's death certificate as requested. It was promptly mailed back to me without further communication. I contacted them after a month (they told me it could take a month to resolve) at which time, after a lot of conferring, I was told that I would need to send the Trust TIN that was established after my mom died. I did this within the week. Didn't hear back again so called (mind you, I attached a cover to the social security letter asking them to follow up). Now they said that the account wasn't set up correctly and that they couldn't talk to me-mind you the trustors are deceased. I filled out 2 more lengthy account forms and mailed them. Again, a week later, I had to call them again-it hadn't yet arrived and then it was found. I have called repetitively over the past week and am now getting absolutely no response. I have dealt with, "She left the company", another "She's out on leave", "She really didn't follow through on things",all from successive reps. They have all been nice but nothing has happened. I have repetitively asked to speak to a manager and have been put off each time. It has now been 9 months that my money has been held hostage. I am frustrated and other than spending a lot of money on an attorney, don't know where to turn. In addition to you, is there a banking authority that I should be in touch with about this? Thank youBusiness response
03/22/2023
We are investigating this matter and are reaching out directly to the Member to resolve this matter.Business response
03/28/2023
- We spoke with ***** ****** on 3/24/2023.
- We updated the account with her as Trustee, closed the account, and mailed out a check payable to ***** ******.
- ***** ****** stated that she was satisfied with the resolution, and the check was mailed out 3/27/2023.
- This matter is closed as resolved.
Customer response
03/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19631729, and find that this resolution is satisfactory to me. Received the check. Thank you for your help. It still does not excuse the behavior of this financial institution, their customer service and their unwillingness to proactively work with me to resolve a $100,000 issue.Thank you,***** ******Initial Complaint
01/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This afternoon, 1/21/2023, I had to go to the bank on my lunch break from work bc my card information was somehow stolen and Alta One takes over 7 business days to send a new replacement card, I had to manually get my cash at the bank. I go through the drive through, and give the teller, ********, my information. I ask him for $400, two $100 bills and the rest in $20 bills. I get my money and sign the receipt & send it back. I then stay in my spot and count my money & I have $300, not $400. I press the call button repeatedly and inform him of his mistake. He then spends over 10 minutes discussing w his supervisor. I inform him I have to leave, since I’m on my lunch break and tell him to just put the remaining $100 back into my account. He then says he will and I drive off. Soon after, I receive a call from his supervisor, Becky, and she tells me that “he’s short” and they’ll give me “a provisional credit while they review the footage.” I tell her to please review the footage bc then you’ll see clearly that he shorted me and I even had held up the money. She possessed and accusatory tone and told me I “shouldn’t have signed the receipt” and I let her know that usually I have no issue w the teller giving me the incorrect amount. As if I’m somehow responsible for his careless, thoughtless mistake. She was incredibly rude despite them being the ones who made an irresponsible and foolish error. Becky stated that if they saw he gave me the correct amount on the footage they’d take away the provisional credit. I let her know to make sure to review carefully because she’ll clearly see that I did not receive the amount that I had asked for. She was smug and arrogant. And I also happen to know this particular teller causes issues for people constantly. He did the same thing to my friend a few weeks back. Peoples money is not something to play with or take lightly. I am deeply unsatisfied with this bank and their crass behavior.Business response
02/01/2023
- Our Branch Manager, ******* ***** called Alondra personally and spoke with her on 1/26/2023.
- They discussed the way the interaction transpired between her and staff as well.
- We assured Alondra that it's AltaOne's goal to provide excellence Customer Service on every interaction.
- Our Branch Manager ******* ***** provided her personal cell phone number and assured Alondra that she could use it any time.
- She was happy that we put the funds back into her account that day and thanked us for calling and resolving the matter.
Initial Complaint
12/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Oct 21, I applied for an auto loan with Alta One Federal Credit Union. The vehicle was purchased on 2 Nov 21 from the online vender Vroom. The vehicle was supposed to be delivered 14 Nov 21 but did not arrive until 27 Nov 21. Per the contract with Vroom I had 7 days/350 miles to test drive the vehicle before the purchase was completed. It was obvious the vehicle was not as advertised and I contacted Vroom on the 27th. They agreed and the vehicle was returned on 13 Dec 21. I have documentation from the Credit Union stating they had received the check from Vroom on the 13th for the vehicle and they are awaiting the GAP Refund (they received from GAP) and the DMV funds. I did not hear anything from the bank until early 2022 when they stated I was deliquent on the loan and I owed them money. I reminded them the purchase was canceled and the money they are owed was paid, by them, to the DMV and they need to get the money back from the DMV. Many discussions happened over the next couple months with the bank stating they are going back and forth with the DMV about the money. The loan was reported delinquent initially in mid 22. I have documentation from the credit union Dated July 15, 22 that they (***** *********) was sending a letter confirming the correction be made to the auto tradeline with Alta One (this was done). I am now in Texas attempting to purchase a primary residence and was advised the bank again reported the delinquency. I contacted the bank and they stated since the DMV isn't paying them back, I am required to since it was my loan. The bank admitted (***** *********) they have the receipt showing the money was paid to the DMV and that the information is in my file. My credit when pulled on Aug 8th 22 was 683, 690 and 662. Now my credit scores due to just the Alta One situation is 590, 566 and 617 showing that this issue with Alta One is harming my chances of a proper VA housing loan. I am retired from the military but a current DoD Civilian as well.Business response
12/27/2022
Good Morning,Our Lending Departments and our Collection Departments have both spoken to Mr. ******* on several occasions.- We granted Mr. ******* a courtesy deferment and a courtesy credit correction earlier this year.
- We advised him that according to the contracts, he needed to continue to make payments until the balance was resolved.
- We did receive a refund from Vroom on 12/26/2021, however by that time we had paid the DMV Fees, Sales Tax Registration.
- We are still currently waiting for the DMV fees to be refunded.
- We have advised Mr. ******* since the beginning that, per the contract, he is required to pay the loan balance, and any disputes need to be addressed to Vroom.
- Each time Mr. ******* has refused to make any payment arrangements and has refused payment.
- Unfortunately, because Mr. ******* has refused to make payment arrangements and has refused to make payments; collection efforts will continue per the contract.
Customer response
12/29/2022
I am rejecting this response because: I will respond to each of their responses below.
- We granted Mr. ******* a courtesy deferment and a courtesy credit correction earlier this year.
I never received a courtsey deferment letter from the bank. I did receive a correct letter that says "After reviewing the loan history, we have requested that the delinquency, previously reported for June 2022, be removed with no penalty or fault of your own. This may take several days to reflect on your credit report.". They admitted in June 2022 that it was no penalty or fault of my own, how are they now saying that it is if the circumstances haven't changed???- We advised him that according to the contracts, he needed to continue to make payments until the balance was resolved.
There was never any payment made for this account because the vehicle was not purchased. They say I need to continue to make payments but not one payment was ever made. Sounds like they are making it seem like I stopped making payments but not one payment was ever made because no vehcile was purchased therefore, the loan wasnt needed!- We did receive a refund from Vroom on 12/26/2021, however by that time we had paid the DMV Fees, Sales Tax Registration.
This is correct they received the money from Vroom since the vehicle was not purchased above, the bank admits that they sent money to the DMV for Fees, and sales Tax Registration("we had paid the DMV Fees, Sales Tax Registration"). This shows again that the vehicle was not purchased, the loan was no longer needed and their dispute is with the DMV and not with me since that is where "they paid" money too.- We are still currently waiting for the DMV fees to be refunded.
This shows 100% that they are waiting for DMV fees to be refunded. That is the only remaining balance on the account is the DMV fees. Why would I be paying for fees/money that I do not owe, the DMV does. They need to get the money from the DMV and them having issues doing that is not my fault and I should not be held liable.- We have advised Mr. ******* since the beginning that, per the contract, he is required to pay the loan balance, and any disputes need to be addressed to Vroom.
This is not true!!! When I decided to return the vehicle and not purchase it, I was advised that the bank would be getting the money back from Vroom, the GAP insurance and the DMV and that I would owe nothing since the vehicle was not purchased. This was also the agreement in June 2022 when they submitted the letter to the creditors stating it was "no fault" of my own. There is no dispute with Vroom as Vroom paid back all the money that was sent to them. The bank is attempting to deflect the issue at hand and that issue is that they are owed money by the DMV and not me but since the DMV is causing them issues, they are coming after me instead of going harder against the DMV.- Each time Mr. ******* has refused to make any payment arrangements and has refused payment.
First, (I thought they stated above that they told me to continue making payments but this sentence shows I never have made a payment. Do they even know what's going on)???? I am not going to make any payments for money I do not owe the bank. The money that is owed to the bank is DMV fees that the bank admitted they sent to the DMV and are awaiting. What are they asking me to pay for if there are no other payments other than the DMV fees they are waiting for.- Unfortunately, because Mr. ******* has refused to make payment arrangements and has refused to make payments; collection efforts will continue per the contract
Again I ask, what payment arrangements? They openly admit in documents to me (previously provided) and within their response to the BBB that the money they are waiting for was sent, "BY THEM", to the DMV and they are awaiting that money. This statement alone shows that I owe them no money, that the DMV does.Additionally, I received a call from the Bank on Thursday the 22nd of December with them stating they are holding me responsible for the money since the DMV will not pay them back and that now, I need to get the money from the DMV. They stated they are not budging and that is the way it is. I asked them to provide me copies of all documents in the file with regards to the payment or payments made to the DMV since they are asking me to fight it and as of this email, I have received nothing. I do not owe Alta One one penny and they know it but since the DMV is not paying them back, they are coming after me. They knew in June that it was not my fault and they even admitted that in the letter provided to me and to the creditors but now months later since they cannot seem to get the DMV to pay them back, they want to say it is my fault. If it wasn't my fault in June, its not my fault now and will never be my fault because the situation has not changed and never will. They need to do what ever they can with the DMV to get the the refund they deserve since the vehicle was never purchased and TAX, Title and Licensing should have never been completed.Thank you for your time and consideration,**** *******Initial Complaint
02/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
A loan was taken out in March of 2014 and I'm being told after approx 8 years of payments (5 deferments) that I've only made 49 payments in 8 years. When I called "corporate" I was told that the payment transactions on the screen were correct. When I asked for a payment transaction history I was told it would cost $25/hr and it could take up to 4-5 8/hr days to find out where my payments are. This shouldn't be an out of pocket cost for me for them to do a job that they should've done right the first time.Business response
03/18/2022
Dear Ms. *********;
We are in receipt of your complaint to the Better Business Bureau dated March 4th, 2022. We apologize for the delayed response which was due to the research that was necessary to provide a complete response to your concern.
In reviewing your complaint and the audit of the history of the account, the following is what we were able to determine;
The loan was a 15-year (180 payments) loan
The employee that quoted you the number of payments made was mistaken when they told you that there were 49 payments made. During the life of your loan, the Credit Union converted to a different operating system which only counts the number of payments since that conversion. This is a training issue we will address, and we apologize for the misinformation. The actual number of payments since the loan funded is 93 which leaves 87 remaining payments to complete the 180 payments.
The history of the loan shows that there were 5 skip payments and a 3-month deferment to date. Although, the skip payments and the 3-month deferment was approved by the credit union at your request those payments are part of the still yet to be paid number of payments, 87. The loan will pay off in a total of 180 payments, but it will take more months to complete the payment schedule due to the deferment and skip payments.
Late payments on the account, shown on the history provided, could extend the number of payments since the money that would otherwise be applied against principal is being applied to the late fee.
We have attached a history of your loan for your records at your request.
Thank you for bringing this concern to our attention and please let us know if we can be of further assistance. We apologize for the misinformation and the concern and frustration that resulted.
Thank you for your membership,
****** *******
Chief Operating Officer
AltaOne Federal Credit Union
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Get a QuoteCustomer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.