ComplaintsforAltura Credit Union

• Initial Complaint

  07/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am not liable for this debt with Altura Credit Union. I do not have a contract with Altura Credit Union, they did not provide me with the original contract as I requested.

  

  Business response

  07/22/2024

  July 22, 2024
  
  To:Ms. Brooklyn Ballard 
  ******************************************************
  ****************-6485
  
  RE: Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on July 14, 2024. Altura received your complaint from the BBB on July 15, 2024.
  
  Your complaint pertains to five separate fund transfers that were made into your Altura checking account, totaling $6,421.99 from accounts belonging to other Altura members. Our internal review yielded the finding that you initiated and completed these fund transfers without the consent and authorization of these affected Altura members, but you subsequently withdrew these ill-begotten funds through multiple withdrawals using your debit card and unique personal identification number (PIN). As a result of these transactions your account balance went negative following the discovery and reversal of these unauthorized fund transfers. The reversal of these fund transfers accounts for your negative balance of $6,376.90, which was subsequently charged off March 11, 2024. 
  
  I also note that, in disclaiming your responsibility for the uncured debt from the illegitimate transfers, you assert that, [you] do not have a contract with Altura. However, our internal records indicate that at the time you applied for a checking account on February 26, 2024, you signed a membership agreement and presented valid forms of government- issued identification, specifically your California drivers license, accompanied by your social security number, which were verified by Altura. Here, the information that 
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im disabled and Im tired that every time I spend any money with this account, my card get turned off all the time. tired of my account being blocked all the time . *** asked them to make notes on my account to try to stop it, but to no avail

  

  Business response

  05/30/2024

  May 30, 2024
  
  
  To:Mr. ***********************
  8748 Snowmass Peak Way 
  *******************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on May 26, 2024. Altura received your complaint from the BBB on May 26, 2024.
  
  Your complaint pertains to internal controls that Altura has instituted to protect its members from fraud. You assert that every time [you] spend money with this account, [your] card get[s] turned off. 
  
  As a preliminary matter, I respectfully wish to point out that your assertion that your card is turned off whenever you use it is a factual misstatement; a temporary hold is placed as a safeguard in instances involving unusual account activity. ********************** has instituted multiple layers of comprehensive automated and manual controls to prevent fraud and protect the assets of its members. Here, a temporary hold was placed due to unusual activity on your account. In addition, we attempted to contact you before placing this temporary hold, which was released after you responded to Altura. 
  
  If you have any questions, you may contact Altura at ************.
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this account from my ********************** report. Please help meinthismatter. -------- ALTURA CREDIT UNION, Opened on - 11/11/2010, Higher Credit - $205 ---------

  

  Business response

  05/28/2024

  May 28, 2024
  
  To:****************** ******************************
  ******************************;
  ****************
  
  RE: Better Business Bureau Complaint #********
  
  Dear **************** *******,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on May 23, 2024. Altura received your complaint from the BBB on May 23, 2024.
  
  Your complaint surrounds a secured credit card that you obtained from Altura in November 2010, with a line of credit of $200.00. In February 2020, your balance went delinquent and was subsequently paid in full in April 2020. Your complaint disclaims responsibility for this debt.
  
  In actuality, Alturas records indicate that at the time you applied for the secure credit card in November 2010, you presented valid forms of government-issued identification, specifically your California drivers license, accompanied by your social security number, which were verified by Altura. Your account history reflects a consistent pattern of use over the span of the past ten years, and you have not previously disclaimed any of this transaction activity. Here, the information that Altura has provided to the credit reporting bureaus about this secured credit card is accurate, thorough, and complete.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 5/2/2024, I had two fraudulent transactions on my debit card, $471.99 and $350.99. I called three separate times to inquire about the refund status. On 5/20/24, I called again and was told that the fraudulent transaction had been denied.

  

  Business response

  05/26/2024

  May 26, 2024
  
  
  To:        ***************************
                *********************************************** 79
                ************************
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on May 20, 2024. Altura received your complaint from the BBB on May 21, 2024.
  
  Your complaint surrounds transactions involving your Altura checking account totaling $822.98, which were authorized and processed on May 1, 2024. Our records indicate that you previously filed a dispute on May 1, 2024 , which was denied following Alturas investigation of the corresponding facts.
  
  As a preliminary matter, I wanted to take this opportunity to point out that Altura has instituted multiple layers of comprehensive automated and manual controls to prevent fraud and protect the assets of its members. Here,these safeguards functioned effectively. Our internal records indicate that you affirmatively responded to notifications that Altura sent, requesting your confirmation to verify the subject transactions, via a process of multi-factor-authentication (MFA) tied to your unique and personal cell phone number. Taken together, these facts clearly and unequivocally establish that these transactions occurred with your knowledge and consent. Therefore, Alturas re-review of this matter has yielded the same conclusion as its prior investigation.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Altura Credit Union, and I do not have a contract with them. I have disputed with them previously and they have not provided me with any contract or original paperwork stating that I owe this debt. I would like this removed from my credit report immediately.

  

  Business response

  04/02/2024

  April 2, 2024
  
  
  To:Ms. **************************;
  726 Devirian Place
  ******************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on March 29, 2024. Altura received your complaint from the BBB on March 29, 2024.
  
  Your complaint surrounds information that was provided to the credit reporting bureaus for accounts that you previously opened with Altura. Our internal records indicate that your credit card account was opened in March 2022, and subsequently closed in November 2022, with a paid in full status. With regard to your two checking accounts, the first was opened on March 9, 2018, charged-off in May 2019 and then paid in full in March 2021. The second checking account was opened on March 5, 2021, charged-off in August 2022, then paid in full in February 2023. The details noted above are consistent with the information that Altura has reported to the credit bureaus. 
  
  Your complaint states that [you] would like this removed from [your] credit report immediately. Alturas records indicate that at the time you opened the accounts, you presented valid forms of government-issued Identification, specifically your California drivers license, accompanied by your social security number, which, along with your signature, were verified by Altura. Here, the information that Altura has provided to the credit reporting bureaus about your account is accurate. If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 
  
  

  Customer response

  04/04/2024

   I am rejecting this response because: *********** has not supplied any documentation, only a letter. I would like the company to provide documentation, if they cannot, I would like this item removed from my credit report.
  
  
  

  

  Business response

  04/12/2024

  April 12, 2024
  
  To:*******************************
  726 Devirian Place 
  ******************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  Altura will send, via email, copies of the checking account signature cards and credit card agreement that you executed. If you have any questions, you may contact Altura at ************.
  
  Sincerely, 
  Legal Department
  Altura Credit Union 
  
  

  Customer response

  04/21/2024

  I am rejecting this response because: I have requested a copy of the contract any any other debt validation items that would prove this is my debt. Simply sending me bills and statements does not satisfy this request.
  
  

  

  Business response

  04/29/2024

  April 29, 2024
  
  
  To:Ms. ******* Turner 
  726 Devirian Place 
  ******************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  Altura previously sent copies, via secure email on April 12, 2024, of the checking account signature cards and credit card agreement that you signed. These documents clearly and unequivocally refute your groundless assertions that you did not execute any contracts in connection with these products, and that Altura has not provided copies in response to your prior request.  
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Account was closed and paid in 03/2020. Account is still showing a negative affect on my credit report. When paying off the balance. We were told that it would be removed from credit report.

  

  Business response

  02/14/2024

  February 14,****
  
  
  To:        *********************************
                ***** ******************
                ****************** , ** 92240
  
  RE:        Better Business Bureau Complaint #********
  
  Dear **************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on February 7, ****. Altura received your complaint from the BBB on February 7, ****.
  
  You assert that account is still showing a negative [affect] on [your] credit report. Here, I respectfully wish to point out that the charge-off of your account was reported accurately to the credit bureaus. That being said, the paid off status of the $1,235,67 charge-off amount was not updated, due to a manual oversight. Altura has furnished updated information to the credit bureaus, and we apologize for this anomalous error.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union 

  Customer response

  02/14/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am currently working with a home loan company, since Altura is such a scam in their home loan department I am not using them. I tried to get a refinance about 3 years ago and they denied me but another loan company was able to refinance me without any problems, I had good credit, lots of equity, I just wanted a lower interest rate. So I have a signature loan with Altura and I am moving my signature loan product to a different company as well since they offer such an inferior product at Altura. While attempting to do this transition of my personal loan I was asked to provide the new lender with a statement. I can go on any of my banking apps and get a statement in PDF format, except Altura. So I reach out via online chat and chat for nearly 50 minutes with ******, I had started by asking if they can send a statement via PDF to my email. In order to answer that simple question she needed to confirm my identity. So I did. She tells me I get them on their website. I don't have a computer. Altura is the first bank I have ever known of that screws their customers who don't have computer. So I go to my neighbors and use their computer. All the meanwhile this ****** person is taking their sweet time getting back to me. In conclusion in 50 minutes of chat, they resolved nothing and told me they are unable to send it via email. That is what I asked 50 minutes ago. Shame on Altura for their horrible lending practices and shame on them for their horribly complex app. I called in and they were able to direct me to a statement that is a combination statement with loan AND bank account. Well the bank account is joint BUT my loan is JUST mine. How confusing is that for a lender? There is apparently no tool to give me JUST a statement for my personal loan. You all break up credit card statements BUT you have NO means to give me a single statement for my personal loan? I want a single statement for my personal loan. That is what I want, that is what the lender asked for.

  

  Business response

  01/30/2024

  January 30, ****
  
  To: ***********************************
  29804 **************
  *******, ** 92584
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 25, ****. Altura received your complaint from the BBB on January, 25, ****.
  
  As a preliminary matter, I note that your complaint cites two unrelated issues. Insofar as the first issue is concerned, I understand that you felt disappointed after your prior mortgage refinance application was denied but Altura several years ago. That being said, I respectfully would like to point out that, as a practical matter, different lenders may have distinct underwriting criteria and guidelines that vary, depending on their underlying risk tolerance and threshold. As your complaint points out, the fact that one lender denies a mortgage loan application does not necessarily mean that a different lender will make the same determination. 
  
  Your complaint also contains other factual misstatements. You claim you are unable to access the statement for your unsecured personal loan through your mobile device and that ********************** has no means to give [you] a single statement for [your] personal loan. This assertion is inaccurate, because Altura provides its members with access to their account statements through its mobile online banking platform. Altura will be sending you the statement you requested to the email on file. 
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  01/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My dad mistakenly thought he could send money to my bank from Fidelity did two transfers. They sent the first transfer back the second transfer. They will not send back or theyre just lagging on it. Ive called them twice. They tell me that they are going to transfer it back, but every day the holding date changes and they do not do it, ******* is the amount Didnt know a bank could hold your money like this Again I have called several times with no outcome still If its not allowed I get tht but you shouldnt be allowed to hold tht money tht is not mine or banks Should be rules against this If they say it wasnt allowed then why do they still have it ??

  

  Business response

  01/25/2024

  January 25,****
  
  
  To:        ***************************
                ***** ***********
                *****, ** 92544
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 20, ****. Altura received your complaint from the BBB on January 20, ****.
  
  Your complaint surrounds an automatic clearing house (ACH) deposit made into your Altura checking account, in the amount of $5,499.90. As you noted,Altura arranged for this deposit to be sent back due to a mismatch in the name of the recipient. During our review of this matter, our internal records indicated that the deposit has already been returned by Altura back to the sender.
  
  We value and appreciate your membership. Please contact Altura at ************ if you have any additional questions.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union 

  Customer response

  01/26/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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: ***************************** Number: 211793***Sincerely,*****************************

  

  Business response

  01/17/2024

  January 17, ****
  
  To: *********************************
  *****************************************************************************************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 11, ****. Altura received your complaint from the BBB on January 12, ****.
  
  Your complaint surrounds information that was provided to the credit reporting bureaus for a credit card that you previously opened with Altura. You assert that this credit card was opened as the result of identity theft and therefore, you contend that any information relating to this account should be deleted from your credit report. 
  
  As a preliminary matter, I respectfully wish to point out that, at the time that this credit card account was opened in December 2013, Altura confirmed your identity by verifying information that you provided, which included, among other things, your ********** drivers license number, social security number, and pay stubs from your employer. These data-points are also consistent with the information reflected in the applications that you submitted to open a savings account with, and obtain an auto loan from Altura, which you do not disclaim. 
  
  Our internal records indicate that your credit card account went delinquent, and was charged off in 2019, despite numerous attempts that Altura made to contact and advise you to cure the arrearage. You subsequently paid off the outstanding balance and closed your credit card account in April 2021. 
  
  In view of the foregoing, there is no factual basis to support your contention that your credit card account was opened as the result of identity theft. Accordingly, the information that Altura has provided to the credit reporting bureaus is accurate.  
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Bank has authorized withdrawals from an account after I have revoked my authorization to do so. I spoke with a representative on January 4th or 5th, ****, via the banks chat feature. I informed the representative that I wanted to withdrawal consent for the bank to allow any further withdrawals from my account as this account was already negative $510 and I wanted to close the account within the coming days. The representative informed me that he could stop any withdrawals from account going forward, but that he could not close the account for me. I would have to pay the negative balance and either call in or go to a branch. I told him I understood and would do so. Then today, January 9, ****, I see that the bank allowed two more withdrawals from my account and added two more overdraft fees, and now the account is negative about $850.00. I called in this time, and the representative (who was very nice and professional) stated there was no record of my communication on the 4th or 5th, and that I never signed a form stating that I would no longer allow withdrawals from my account. No one ever told me I had to sign anything and I assumed that my chat would be recorded, because they are supposed to be! In fact, I wanted to contact via chat so that there was a record of my conversation. Regardless, charging over $300 in overdraft fees when you have been notified that the account will be closed soon and that we are not authorizing any further withdrawals so we can make the account whole and close it, IS CRIMINAL. I demand that my overdraft fees (and all of them!) be returned so that we may afford to pay off the balance and close this account. I am now being told by the bank that we have 45 days to pay this balance or it will be reported to the credit bureau. The reason we are closing this account in the first place is because it authorized a fraudulent transaction of $950 to begin with! This bank needs to be held accountable.

  

  Business response

  01/15/2024

  January 15, ****
  
  To: *******************************;
  29027 *****************
  *******, ** 92587
  
  RE: Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 9, ****. Altura received your complaint from the BBB on January 10, ****.
  
  Your complaint contends that Altura processed withdrawals from, and assessed overdraft fees to your checking account after you purportedly communicated a request for future transactions to be blocked. I wanted to take this opportunity to clarify the factual misstatements set forth in your complaint. 
  
  As a preliminary matter, I respectfully wish to point out that, when you contacted Altura via its online chat feature on January 4, ****, your account, at that juncture, reflected a negative $480.83 outstanding balance. Under our Courtesy Pay Protection Program, which requires the express, written consent of its members, Altura honors transactions in instances where a checking account does not contain sufficient funds to cover a payment that a member has authorized; this form of overdraft protection is designed to serve as a stop-gap measure in extenuating circumstances, so as to enable members to avoid incurring higher fees and charges that they would otherwise incur (e.g. rejected item fee assessed by a merchant for a dishonored payment or presentment). 
  
  The crux of your complaint is that additional overdraft fees were assessed on transactions that were processed after you contacted Altura on January 4, ****. In actuality, Altura waived these overdraft fees. Furthermore, to clarify, our internal records indicate that, over the course of the online chat that occurred on the above-referenced date, one of our representatives confirmed that future automated clearinghouse (ACH) transactions, also known as electronic funds transfers, would be blocked. You were also provided with instructions to dis-enroll from Alturas Courtesy Pay Program, but you did not opt out until January 9, ****. The arrearage on your account increased, from a negative $480.83 outstanding balance to a negative $791.93 outstanding balance because of debit and point-of-sale transactions (which are distinguishable from ACH transactions) in the amount of $311.10 that you authorized and completed. To reiterate, Altura has waived the overdraft fees on these transactions. 
  
  In view of the foregoing, you are responsible for this outstanding negative $791.93 outstanding balance. In summary, the claims and assertions set forth in your complaint lack any factual basis or the merit. If you have any questions, you may contact Altura at ************.
  
  Sincerely, 
  Legal Department
  Altura Credit Union
  
  

  Customer response

  01/17/2024

   I am rejecting this response because:
  
  I appreciate your prompt and thorough response, although I disagree with your position and memory of what transpired.  For one, the assistant that I last spoke with on January 9, ****, informed me that there was no record of my conversation via chat with an Altura representative on January 4, ****, wherein I requested that all withdrawals from my account immediately stop. Therefore, I find it odd that Altura now has a record of this conversation.  Regardless however, I was led to believe expressly and by implication that no further withdrawals would occur henceforth.  Since you now have a copy of this conversation, I suggest you re-read it.  Additionally, I was informed that in order to close my account I would need to either go into a local branch or call Altura directly.  At no time during this chat conversation was I informed that I was required to sign a form, withdrawing my permission for overdraft protection, etc.  

  Further, as I review my transaction ledger at the time of the drafting of this response (4:45pm on January 17, ****), I have three (3) withdrawals after January 4th as well as two (2) overdraft fees. So, I am a bit confused as to why you are insisting that the overdraft fees after January 4, ****, were waived.  This is completely false. Further, a deposit was made on January 4, ****, in the amount of $255, in a good faith attempt to bring my balance to zero and close the account.  However, Altura decided to not honor the agreement I made with the representative via chat on January 4, ****, and instead allowed further withdraws from the account and assessed further overdraft fees.  
  As for the negative balance prior to and up through January 4, **** (although I am inclined to dispute those as well), I was and still am willing to pay that in order to settle our account and then close it.

  Thus, due to the aforementioned and in the interest of settling matter without the need to dispute it further, I am willing to pay the amount owed as of January 4, ****, in the amount of $194.97. 

  I look forward to your prompt response.

  
  

  

  Business response

  01/25/2024

  January 25,2024
  
  To:        *********************************
                ***** *****************
                *******, ** 92587
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  Alturas position remains the same. A representative informed you that in order to block any future non automated clearinghouse (ACH) transactions you would have to either call in or go into a branch. You did not complete this until several days later. Altura has waived the two overdraft fees associated with the withdrawals made after January 4,2024, leaving a remaining outstanding negative balance of $791.93, in which you are responsible for.
  
  You may contact Altura at ************ with any additional questions.
  
  Sincerely,
  Legal Department
  Altura Credit Union 

*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. ↩