ComplaintsforTravis Credit Union

• Initial Complaint

  06/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against Travis Credit Union, on 1/24/2021 my 2016 Dodge Challenger R/T 5.7 Liter Hemi V-8, Gun Metal Grey vehicle was placed into a auto body shop due to a accident that the vehicle was involved in. The vehicle was scheduled to be finished and ready for me to pick up form All Foreign And Domestic Auto Body Shop, I also had to return the rental car on the same day 3/16/2021, when I showed up on the date 3/16/2021 to pick my car up, the auto body shop told me that my car was not ready, and that I will have to come back on 3/19/2021. I show back up to the Auto body shop on 3/19/201, and again I am told that my car is not ready, that the tires they ordered did not fit and that they have not had a chance to put the car back together, and to come back in a week 3/26/2021, I show up on the mentioned date. And they tell me that only my mother is allowed to pick up the car, my mother is not the co-signer for the car, the co-signer was my father who passed away March 2nd 2021, leaving me soley in charge of the car loan. A week later Travis credit Union picked up the car, then they refused to give me back car, and wanted me to pay the remaining balance due on the car of $24,000 and they lied and said the car was late on payments, when in fact I over paid two payments on the car back in September 2020, and I signed a new payment due date in September 2020 moving the payments to the 31st of each month. They sold my car, and left me with the balance as a charge off that is now reflecting on my credit report.

  Business response

  07/02/2024

  Good morming,

  Please find the attached response to Complaint ID: ********.

  Thank you,

  ***************************, Member Experience Manager

  Travis Credit Union

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is regarding the poor customer service from ****** and ***** (call center) and the current 5/14/2024 ach issue which several member accounts have been affected and Travis Credit Union has failed to inform its members in writing of their errors as of 5/14/2024 8amPST. Several member accounts have been charged multiple times per Travis Credit Union. I understand that there is an ongoing ach issue from this morning 5/14/2024 however both employees aforementioned lacked professionalism and were extremely rude. Several customers were affected by the 5/14/2024 ach issue. Several accounts were charged incorrectly yet Travis Credit Union has stated that they do not plan to issue a statement regarding this issue which is concerning. Several Travis credit union leadership members has stated to me via the phone today 5/14 between 11am-1145amPST that they do not have any plans to inform and/or submit anything to it's members regarding the ach issues whereby several members were incorrectly charged multiple times. Please advise.

  Business response

  05/20/2024

  Good morning,

  Please find the attached response to complaint #********.

  Thank you,

  ***************************, Member Experience Manager

  Travis Credit Union

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a checking account with ********************** on March 7, 2024 and made initial deposit of $2005. And then transferred $2000 from my external Discover account. They made the funds available after holding them for a week. Now when I called they locked out all my external accounts/Zelle and put both deposits on hold with Compliance Hold and Discretionary Hold. I called multiple times and they are saying there is nothing they can do to resolve the issue. Please help. My funds are locked out and I am worried they will keep them forever.

  Business response

  04/03/2024

  Good afternoon,

  Please find the attached response for Complaint ID: ********.

  Thank you,

  ***************************, Member Experience Manager 

  Travis Credit Union

  Customer response

  04/03/2024

   
  Complaint: 21475021
  
  I am rejecting this response because: Yes we were visiting family in ***** and I opened the account with $2005 initial deposit. The initial deposit was put on hold for couple of weeks. As soon as the funds were made available to withdraw I attempted to send that initial deposit to my spouse ***************************************** via *****. That transaction failed somehow on *** account. There was a $2000 electronic deposit requirement within 90 days to receive $350 checking account bonus. So I requested $2000 Zelle deposit from my spouse and then realized Zelle transaction may not qualify for bonus, so I cancelled that request and then after cancellation it shows as failed in the account. Then to fulfill the bonus requirement I added my Discover account to *** and then transferred $2000 from my Discover Checking Account (Please see the attached statement from Discover which reflects all *** ACH transactions). This 2nd deposit was put on hold for couple of weeks as 'Discretionary Hold'. Then I called to understand what does 'Discretionary Hold' mean. But the agent said my account needs to be closed and funds will not be released. I said I will be ***** next couple of months as I have a newborn baby and cant travel back now to visit the branch in person. I requested I am ok if you close the account but please reverse/return the deposits to originating accounts as the originating accounts were mine. The thing that surprised me was can't customers open the account online while visiting a different state? Also can't I withdraw my money from a different location? This is strange.

  I also attached the bank transaction for initial $2005 deposit please check. I will not be able to visit the branch in person next few months with newborn baby and I am not happy with the service from bank. Please close my account and return the funds to my originating accounts (first deposit to card ending 6718 and 2nd deposit to my discover account). I was really stressed out when the agents put me on hold for longer times and transferred calls back and forth without giving proper information and being rude. 

  Please let me know if I can get the issue resolved without leaving my funds on hold for few months. It would be great if you close the account and reverse funds to originating accounts.

  Sincerely,
  ***************************

  Business response

  04/09/2024

  Good afternoon,

   

  Please find the attached response to Complaint ID ********.

   

  Thank you,

  ***************************

  Member Experience Manager, Travis Credit Union

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called member services on 2/26/2024 trying to resolve issues with obtaining information regarding my car loan. I have requested access in various forms over the last few years and been denied. Each request I receive a different reason as to why I cannot receive paper statements or online access so to the account. I had made requests that I should have been entitled to like skip-pay and been denied, or made requests due to hardship that I should have qualified for and been denied. Through this time it was hard to make sure my payments were made on time because I was not receiving information about those requests, the denials, the loan or statements - nor did I get a coupon booklet so I could send payments. I have resorted to letting my payment go past due so I would receive a notice from the collections department as that was in writing and the only document or communication I could obtain regarding my account. I have to take time off from work when I call the credit union because it usually was 45 minutes to an hour before I can even get through to talk to someone. I also live between 1-1.5 hr/away. Everything has been so difficult, inconvenient and access of nearly all kind has been denied or revoked that I don't understand what else I can do to resolve this. My goal is to be in good standing with the bank. I am a single parent to a child with special needs and any time off of work I have to take is taking away from the time I need to provide care to my child. I have lost many hours over the last few years trying to get help and sort out my account but it has not been fruitful. I am not comfortable making payments w/no record. Today I was told that I need to go the bank as the call center could not help. I asked the person why it would be any different to speak with her or her manager over going in to the bank. She couldn't answer. She was frustrated with my questions. I asked to speak to a manager but was left on hold so long the automated system reset.

  Business response

  03/05/2024

  Response to complaint ********

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since November 1, 2023 I've tried to reach Travis Credit Union about my Chapter 7 Bankruptcy. I have also attempted to arrange a reinstatement of my loan but they do not answer the phone or give me the run around by not returning calls or like today telling me "I cannot pay the past due amount on my account". This is a violation of federal law and illegal lending business practices. They are trying to take advantage of the fact my vehicle has over $20,000.00 in equity.

  Business response

  02/05/2024

  Good afternoon,

  Please find the attached reply for *************************** Complaint ***********.

  Thank you,

  ***************************, Member Experiecne Manager 

  Travis Credit Union

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are revisiting a resolution I had bbb help me with in the past . I was getting billed on account that I had closed previously. Solution was through bbb and with there help had resolved the issue. Well it's back and they are demanding more money again . Have sent me to collections and wasted my valuable time. If you look at previous dealing it's exactly as I stated before and happening again . There no reason for this harassment and I believe it's time to be compensated. Thank you .

  Business response

  01/31/2024

  Good afternoon,

  Please find the attached response to complaint ID ******** for **************************

  Thank you,

  ***************************, Member Experience Manager 

  Travis Credit Union

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car loan with Travis Credit Union and had my car repossessed before a payment was cleared on October 29th. I called to sort out the loan and to get my car back and ***** was extremely rude. She belittled me and made insulting comments regarding my financial situation. I felt badgered by her by the end of our call. I hope those calls are recorded. I paid $800 for the registration and *** sold my vehicle as not having registration in December. I have proof of registration and have that to them as well. Now the car has been sold by *** and some random guy shows up at my Grandmas house at 8:30 pm on December 29th in a senior community asking for me by name to buy car parts! The only person who knew I had parts to this vehicle was *****. My Grandmothers address was on the loan as my father is her caretaker and his name was on the loan as well as the primary. My Grandmother is 86 years old and was upset and feels unsafe in her home. *** gave out my personal information and sent someone to collect car parts for a vehicle I no longer had anything to do with after they prevented me from getting it back in the first place.

  Business response

  01/11/2024

  Hello,

  Please find the attached response to complaint *********** for ****************************

  Thank you,

  ***************************, Member Experience Manager

  Customer response

  01/17/2024

   
  Complaint: 21094079
  
  I am rejecting this response because: I see that in your response you are referencing Smog and modifications however if you refer to the packet that was sent by Travis Credit Union you can see that Registration was clearly NOT marked as a term of getting the vehicle back. That was however used as a reason to not release the car even with paying the reinstatement fee. That can be heard in the phone calls we had with Travis Credit Union.  I have also attached a screen shot with the person who i mentioned in my original letter where you stated ''Absent confirmation of who may have visited the residence referenced in your letter'' . As you can see the person who visited my family members house is in fact the person who purchased the mustang from auction. This can be confirmed with a basic search of their phone number. This person had access to names, phone numbers and addresses at the least. We have NEVER agreed to have ANY of our private information shared.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/15/23 9 am I called customer service for support about a few questions I had. I was put on hold for over an hour. Finally, a lady answer the line and didn't even acknowledge my questions and put right back on hold. I waited another 14 minutes and no one attend to my needs. My wife called on her phone and someone picked up , but did not ask what the reason I was calling for, instead assume that I needed to pay my bills online and proceed to tell me that the system is down and call back within a few hours and hang up on me. I am very upset at Travis credit union customer service to their loyal customer. Do better to serve people like us , who is supporting your company. I will give zero stars and will be writing about my experiences with this company. Very rude customer service and no care at all.Gave me the run around and was put on constant holds. I have never been treated like this. I have been a loyal customer since 2019. This is just sad for me.

  Business response

  12/26/2023

  Good morning,

  Please find the attached response to Complaint ID ********.

  Thank you,

  ***************************

  Member Experience Manager, Travis Credit Union

• Initial Complaint

  11/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I logged into my Travis Credit Union account to check my bills under the **************** only to find a "Privacy Policy Agreement" holding hostage my ability to check status and pay my bills unless I agree to their "privacy policy" (which is not private at all, Just "trust them"?). SEE ATTACHMENT. Their "agreement" allows them ************************* to use customers' personal information without an opt out. This is unconstitutional and extorting personal information and blocking customers' ability to access their bill pay information. Customers should not have to agree to sign away their privacy to manage their funds. *** do not tell me there is nothing you can do about this. You hire these companies. You are allowing this.

  Business response

  11/08/2023

  Good morning,

  Please find the attached reply related to complaint ID: ********.

  Thank you,

  ***************************

  Member Experience Manager

  Travis Credit Union

  Customer response

  11/09/2023

   
  Complaint: 20827889
  
  I am rejecting this response because:  Thank you for your response.  You are hiring and allowing 3rd party companies that block your customers' bill pay service unless they agree to their ToS.   In their privacy policy they say they can access everything from your social security number, credit history to your passwords, secret questions/answers, authentication credentialing (just to name a few) and they can share your information with everybody and their brother.  Your customers are just paying bills.  There is no justification for them to access and share our information per their Privacy Policy.  

  I do NOT give permission for them to access or share my personal or banking information, no now, not in the future.    

  Sincerely,
  
  ***********************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a care load thru Travis Credit Union, every month I make my payment well above the minimum payment using the deposit by check feature in the app. Recently they updated the app and the feature was no longer available. To avoid paying a 10 dollar service fee, I used their new feature of linking my person bank account to make my payment this was on 9/15/23, it required me to log in to my personal bank account with my User Name and password and then select the account I want to pay from, the log in was successful and I chose to have the money come out of my savings account. 5 days later I noticed the money had not been removed from my account. When I logged in Travis Credit Union I saw that the transaction was unapplied, I was charged a return check fee and a loan charge capitalization charge totaling $30. When I called customer service they indicated they had issues with the app and that they needed to turn on the deposit by check feature for my account. They turned it on and I immediately paid my load payment, the agent stated they would reverse half the charge and the other charge would need the load office to call me. 5 days later nothing was reverse and no one has called. This bank never even sent me my account information from when the account was open.

  Business response

  10/02/2023

  Good afternoon,

   

  Please see the attached response to complaint ******** for ********************************

   

  Thank you,

  ***************************, Member Experience Manager

  Travis 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. ↩