ComplaintsforLassen County Federal Credit Union

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is a major problem with the way information is reported in their mobile app. The way the information is displayed would lead the average consumer to believe that there are funds available in their account when in fact they are not; because as the credit union put it, they are "pending" but there was no notification that a cash deposit in an *** has a hold on the funds. It is not displayed anywhere in the *** prompt nor in the mobile application. I have screen evidence to support this claim. Therefore I was mislead to believe I had more money available than what is actually being reported. I called the to address this and the representative stated she will not doing to resolve this and they will continue to do business the way they see fit. Unfortunately the banking system will not listen to one single customer so I hope that you can give me a voice to be heard.

  Business response

  10/19/2022

  See attached*

  Customer response

  10/26/2022

  I am rejecting this response because: LCFCU has failed to respond to the complaint and is redirecting to what is not stated in the root complaint.   The complaint is that the "mobile app" is not correctly displaying available balances in a customers account.  Leading them to believe that the cash deposited into the *** is available for use; regardless of the sigh posted.  An average consumer is led to believe that there are funds available immediately after a deposit.  The app does not show that the funds are being "held until verified" .    Here is a screenshot of what the mobile app reports to a user, and it is different from what is being reported on the ***.  

  After the $800 dollars was deposited via *** there is nothing stating that the funds are not available; in fact they clearly show that the funds are in the account. That is the issue at hand.

  Business response

  11/18/2022

  This letter is in response to the complaint received on November 1, 2022. In this complaint, our member states that the actual balance and available balance are not displaying accurately within the Mobile Application (***) and the **** leading the average customer to believe that their funds are available immediately after the deposit. 
  Lassen County Federal Credit Union, once again, does not support this claim. The *** and the *** display Balances and Available balances separately. The *** and *** both show a Balance = total amount in your account. They both additionally show Available = total balance minus any holds that are placed on funds such as a card purchase(s), check hold(s), or *** hold(s). 
  The *** displays the Balance and Available separately at the top of the screen when clicking on the account suffix you are wishing to view. It also displays on the Home Page at the top of the screen. 
  The *** prints the Balance and Available on the receipt given at the end of the completed deposit transaction. 
  The Credit Union cannot stress enough that this information is always displayed and/or printed correctly. If a member is not interpreting these balances correctly, that is not the fault of the institution. The Credit Union recommends that the Member visit the Credit Union to get assistance with this process to further their understanding. 
  This response will conclude the Credit Union's investigation into this complaint. 
  

  
  

*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. ↩