ComplaintsforLBS Financial Credit Union

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called at least 7 times to request my deceased spouse be removed from a car loan. I have complied with all their requests and mailed TWO copies of my husbands death certificate, a letter requesting the removal, DMV form Vehicle/vessel transfer and reassignment form , my updated ID as well. Every person I have spoken to has given and requested different documents/ forms and in many cases the wrong thing. However I have complied with ALL these requests, dating back to September 2023. Now they (their DMV rep in house) states the last documents I sent (in their provided envelope) was lost in the mail. It was mailed on 12-17-2023, at which time I handed it to the Post Mistress at the Verdugo City Branch of the ***** I called again today, they declined to connect me with the *** ************************* and refused to give me his e-mail address. I still have no resolution after 4 MONTHS!

  

  Business response

  01/11/2024

  Thank you for speaking with me on Tuesday (1/9/24) and again on Thursday (1/11/24) and sharing your concerns.  Our team should have more clearly communicated what was needed.  Our miscommunication clearly and understandable cause frustration for you.  I offered to drive the documents to your home so that we could finalize your request and complete the *** documentation which was not received by the Credit Union timely due to a postal carrier delay.  Fortunately, the documents were received on 1/11/24 and your request has now been processed in full.  Our sincere apologies for how this was handled and for the frustration you experienced.   Should you have further questions please call the Credit Union.  I can be reached at extension 5101. 

  Sincerely,

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

  President/CEO

• Initial Complaint

  11/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm facing the challenges of identity theft, having identified unauthorized transactions and worrisome activities associated with my identity. Despite reporting the situation to the police, I'm seeking assistance to resolve the issue. My main goals include recovering my financial losses, rebuilding my reputation, and I'm reaching out to you for support in removing this Inquiry from my credit report. Your help in this matter would be highly valued.

  

  Business response

  11/22/2023

  We are very sorry to hear that your identify was stolen.  LBS Financial Credit Union received a loan application with your personal information on July 21, 2022.  This resulted in an inquiry on your credit report.  To resolve this matter, LBS Financial Credit Union has submitted a formal request to the credit bureaus to remove the inquiry from your credit report.  This can take up to 2 weeks for the credit bureau to process.  Please feel free to contact the Credit Union at ************ should you have any questions.  Thank you. 

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a settlement check for the ************ breach.The teller told me that it was a forged check, and I went to my car but I went back inside the bank and asked if they could deposit the check and

  

  Business response

  01/20/2023

  The Credit Union has held numerous conversations with our Member regarding his complaint.  A letter has been mailed to him addressing the matter.  The member's check was deposited to his credit union account.  The request to be financially compensated has been denied as there is simply no merit for such.  

  Customer response

  01/20/2023

  they only apologized after the check cleared. They were all of a sudden apologetic. 

   

  Additionally the associate was going to put a 7 day hold on my check and she refused service because I had to threaten a lawsuit in order for her to deposit the check.

   

  Now they're claiming that I didn't know where the check came from when I brought in the other piece explaining it was from a equifax class action lawsuit. And I had put by drivers license number on the back of the check.

   

  she refused the check based off prejudice and my civil rights were violated. I seek financial compensation because this is the only way that will change how they do business as this is the 2nd time they've done this to me in 3 years.

   

  I'm seeking $1,000,000

  

  Business response

  01/23/2023

  The Credit Union has no reason to believe that you were treated with prejudice nor were your civil right violated in any way.  The credit union, like any financial institution,has a responsibility to assess the risks associated with items being deposited.  In this case, you entered the Credit Unions East Long Beach branch on January 12th with the intent of depositing a check.  Our teller utilized a technology tool which helps us validate the legitimacy of certain checks.  Our teller shared the results which indicated that there was potential forgery concerns with the check and you elected to leave the branch with the check in hand.  You subsequently called the maker of the check to ascertain if it was issued legitimately and it was confirmed to you that it was legitimate.  You returned to the East Long Beach branch to deposit the check on January 13th.  The check was deposited to your Credit Union account ultimately as requested.

  
  Our employee took prudent action to share the risks that were identified with your particular check.  You then took steps to help confirm the legitimacy of the check that was issued to you as a part of a class action lawsuit.  The credit union did not refuse to serve you and did not violate any regulations or laws in the process.  As such, your request of receiving $250,000 (and most recently $1,000,000) due to how you were treated has been denied in full. 
  

  If you have further questions, please contact the vice president that you have been interacting with regarding this matter. 
  

  Customer response

  01/26/2023

  They didn't accept the check when I came the next day. 

   

  When they explain that it was "Ultimately accepted" it was only after I had to threaten the teller with a lawsuit that she went to her manager and did what I suggested the day before to deposit the check and place a hold on the check. That's why I returned after I initially tried to deposit the check because i wanted something that explained that to me. 

   

  The individual check was not a forged check but they said that it was exactly forged. And that's why they wouldn't accept it.

   

  I had to argue with the teller to get her to do anything

   

  Ultimately the check indeed was authentic like I had explained 

   

  I was told by the agency that handles the cases for which this check was distributed for what I could do, and they told me to have the bank call them to inform them that it is a real check.

  As soon as I informed the teller of this on the day it was accepted she told me that they didn't call and argued with me about depositing the check.

   

  This has caused me anxiety because I have financial worries, and yesterday I went out of my way to go to another bank branch because I'm embarrassed that I was turned down for the reason that I was accused of trying to deposit a forged check, additionally The vice president claims i told the teller that I didn't know where the check came from... which is a lie.

   

  I want financial compensation because they'll keep doing this until they have to face some monetary penalty.

   

   

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/17/22 I traded in my then current vehicle for another and checked with the financial institution that supplied the loan, LBS, and that one loan closed out and I would get paperwork in the mail for the new vehicle. It never happened that I received the new paperwork yet I looked over from the dealership and counted the 45 days from purchase to now and the monthly payment and contacted LBSover the phone to make payment because its due the first of each month. I explained about making a payment and no paperwork and in the end I had to pay an additional $5 fee with my payment of $448.60 to process it. That was not explained to me over the phone. Im seeking a refund of $5 payment process fee and to have my paperwork that states my monthly payment and due date.

  

  Business response

  12/14/2022

  LBS Financial has attempted to address the concern by refunding the $5 fee (as requested) and communicating via email and a formal apology letter which was mailed to the consumer/member on 12/14/22.  

  Customer response

  12/14/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i signed up for a free checking and i still got fees . they ask me for my fees at lest visit.itried calling , visiting nothing stopped the fees ,now i hav no checking and bills are paid **** style slow .

  

  Business response

  04/19/2022

  Dear ******************,

  We have reached out to you by phone a couple of times but unfortunately have not been able to connect with you.  The LBS Financial Credit Union offers two different types of checking accounts.  One is a free checking account but only with receiving eStatements electronically via our online banking system.  The other is a interest bearing checking account that requires a minimum balance requirement and if not met a $ **** monthly fee.  We have cleared the minor amount owed the credit union on your closed checking account and credited your open savings account $ **** for two monthly service fees of $ **** per month.  We apologize for any misunderstanding perhaps to the two different checking account options.  We are also mailing you a response letter to the address provided in your compliant.  If you are interested in opening a new checking account with LBS Financial please feel free to contact us at ********************** and ask for Tiare.

  Best regards,

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

  President/CEO

*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. ↩