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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I hope this message finds you well. I am reaching out regarding a collection that was recently listed on my credit report. I paid this amount of $98 on June 8, 2024, and I have a video recording from the business confirming that it was not meant to be classified as a collection.Despite my attempts to resolve this with the business, they are not cooperating. This situation is significantly affecting my ability to secure financing for a vehicle. I kindly request your assistance in reviewing this matter and ensuring that my credit report is updated accordingly.Customer response
10/12/2024
I am trying to get this collection off my report it is falsely and I dont want to disclose my SSN and its to personal. I am **** T ******* ***
Business response
10/21/2024
October 21, 2024
To: ***************************************************************************************** #***
****************
RE: Better Business Bureau Complaint #********
Dear Mr. ***************** am writing to you on behalf of H3237353635***7313639H (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on October 15, 2024. Altura received your complaint from the BBB on October 15, 2024.
Your complaint surrounds information that was provided to the H333131***63538313434H reporting bureaus for a checking account that you previously opened with Altura. Our internal records indicate that your checking account went delinquent, and was charged off on June 8, 2024, despite numerous attempts that Altura made to contact and advise you to cure the arrearage. You subsequently paid off the outstanding balance and closed the checking account on June 10, 2024. The information that Altura has provided to the H333131***63538313434H reporting bureaus about your account is accurate.
If you have any questions, you may contact Altura at ************.
Sincerely,
Legal Department
H3237353635***7313639HCustomer response
10/21/2024
Subject: Rejection of Response from Altura Credit Union
Dear Better Business Bureau,
I am writing to formally reject the response I received from Altura Credit Union regarding my account. I want to express my deep frustration and concern about this situation, as it is significantly impacting my life.
During the time when they claim to have sent correspondence, I was in the process of moving from ******************* to ******, **********. Unfortunately, I did not receive any calls or emails from them, and I have no record of the mail they mentioned. This lack of communication has left me in a difficult position, especially as I am trying to secure stable housing and transportation.
At just 18 years old, I am facing challenges that are overwhelming. This collection issue is making it extremely hard for me to find an apartment and get a car, both of which are crucial for my independence and future. I genuinely need assistance in resolving this matter, as it is affecting my ability to move forward in life.
Thank you for your understanding and support in helping me address this issue.
Sincerely,
**** HeadleyBusiness response
10/24/2024
October 24,2024
To: Mr. **** *******
***************************************************************
******, CA 92376
RE: Better Business Bureau Complaint #********
Dear Mr. *************************************** position remains the same. Our internal records indicate that Altura made repeated and unsuccessful attempts to reach and advise you to cure this arrearage, based on the contact information that you provided for this account, prior to the charge-off of this debt. You state that you were moving at the time and did not receive any correspondence. I respectfully note that,coupled with the obligation of consumers to notify Altura of any changes to their address, email, and phone number, account information is also accessible at all times through Alturas online account platform.
Altura is mindful of the impact of this charge-off on your overall credit rating/score, and I also wanted to take this opportunity to highlight the fact that Altura bears an obligation under the Fair Credit Reporting Act to report consumer credit information accurately. Inasmuch as Altura would like to modify these reports to assist individual consumers, federal law mandates that this information be reported correctly to the credit reporting bureaus to ensure and safeguard the accuracy and fairness of the overall credit reporting system for all consumers. Acting otherwise, in contravention of these statutory guidelines, would likely subject Altura to regulatory penalties and sanctions.For these reasons, Altura stands by the information that it has provided to the credit reporting bureaus about your account.
If you have any questions, you may contact Altura at ************.
Sincerely,
Legal Department
Altura Credit UnionCustomer response
10/27/2024
I am rejecting this response because:
That is a lie that they cant change the report as I was promised on video recording that I would not get a collection. They did not make an effort to contact me at all today and its annoying how there showing no empathy towards my credit and my life this collection is messing up my life and I need it to be taken off they keep trying to work around it and not wanting to but i need this collection to be off my credit report and you guys can do it so can you please take it off thank you so much.Initial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On July 22, 2024 I contacted Altura Credit Union to inform them that there were several charges that I did not recognize and I asked for help with identifying these charges. The dollar amount exceeds $10k. The person I spoke with advised me that I needed ti file a claim of which I did with her on the phone that day. The woman that assisted me stated that she would also submit a request for provisional credit to be issued, which according to the banks terms and conditions is common practice. The woman explained that I should check my account the following day to see if the credit was issued, it was not. I had called the credit union again and was told that they would submit a request for provisional credit again and still nothing issued. My next call was exactly on day 10 after reporting the problem, and I was then told that no provisional credit would be issued due to the size of the claim. I was then told that the claim would need to be fully investigated and could take as much as 90 days. Weeks went by and I received a communication from the credit union requesting them that I call to complete an interview regarding the claim. I immediately called and was asked a series of question that failed to have anything to do with any of the charges that I needed help with. Instead they were more concerned with my habit of checking my online account but nothing about any of the charges. You should know that all of the charges in question were apparently completed on line or by phone. Every charge was with a foreign company and I was charged a foreign transaction fee. I dont recognize any of the names listed in my account statement. After my phone interview I was never contacted by anyone at the credit union again. Nothing in the mail about the issue. So I called again and again and was told it was still being investigated. Went inside the credit union and was told claim denied. Ive asked 3 xs for details of the investigation and received nothing.Business response
09/24/2024
September 24, 2024
To: ************************************************************************************ Better Business Bureau Complaint #********
Dear Mr. *************** 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 September 19, 2024. Altura received your complaint from the BBB on September 19, 2024.
Your complaint pertains to multiple transactions that you authorized from your Altura checking account, totaling in $10,451.82. Our internal records indicate that you previously filed a dispute on July 22, 2024, which was reviewed by Altura and denied.
As a preliminary matter, I respectfully wish to point out that Altura has instituted multiple layers of comprehensive automated and manual controls to prevent fraud and protect the assts of its members. Here, the safeguards functioned effectively. Alturas system records indicate that you affirmatively responded to notifications that Altura sent by authorizing and confirming these transactions, via a process of multi-factor authentication (MFA) tied to your unique and personal cell phone number. In addition, our internal records also indicate that you accessed your online baking multiple times during the dates that these transactions took place.
Your attempt to disclaim these transactions is at odds with the objective facts and evidence that unequivocally establish that these transactions occurred with your express authorization and consent.
If you have any questions, you may contact Altura at ************.
Sincerely,
Legal Department
Altura Credit UnionInitial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
PLEASE SEE ATTACHMENTBusiness response
08/05/2024
August 5, 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 August 1, 2024. Altura received your complaint from the BBB on August 1, 2024.
Your complaint surrounds information that was provided to the credit bureaus for a loan that you previously opened with Altura in January 2021. Our internal records indicate that your loan was closed in September 2023, with a paid in full status. The status notes are consistent with the information that Altura has reported to the credit bureaus.
Your complaint states that you were never thirty days late in January 2022. Alturas records indicate that in November 2021 you had a balance of $3957.64 with a payment due in the amount of $172.80 on November 22, 2021. A payment was not made until February 1, 2022, 71 days after the due date. Additionally, monthly statements were sent to the address on file. The information that Altura has provided to the credit reporting bureaus about your account is accurate. ********************** will send, via email, copies of the statements during this time period.
If you have any questions, you may contact Altura at ************.Sincerely,
Legal Department
Altura Credit UnionInitial Complaint
07/14/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
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 UnionInitial Complaint
05/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 availBusiness 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 UnionInitial Complaint
05/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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 UnionInitial Complaint
05/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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 UnionInitial Complaint
03/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
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 UnionCustomer 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 UnionCustomer 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 UnionInitial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 UnionCustomer 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
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
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Get a QuoteCustomer Complaints Summary
35 total complaints in the last 3 years.
12 complaints closed in the last 12 months.
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