ComplaintsforArapahoe Credit Union

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arapahoe credit union is reporting that I owe on my car that was totaled in November last year. Insurance and warranty paid it off. They refuse to help take the notices off my credit.

  

  Business response

  05/09/2024

  Dear **************,
  
     Our records show that this vehicle was totaled recently, but the insurance did not pay off the balance completely. Unfortunately, the balance of the loan is ultimately the responsibility of the borrower. Though, it can be complicated by GAP and warranty products that I will address next. 
  
     That said, our *************** has been working a claim for both a warranty and a GAP claim. We have been diligently following up, trying to help resolve this issue for you. However,these services (a warranty and/ or GAP coverage) are provided by third party companies and we are unable to control their processes or speed.  We are hoping that we can push this through on your behalf quickly, but it is largely out of our control and cannot make any promises. Our VP of Lending is aware of your situation and will be following up on this issue.
  
    Not that it helps your specific situation, but I want to let you know that we are a not-for-profit institution.The money we lend is that of our members and we take the stewardship of member funds seriously. ACU needs to avoid losses on loans wherever possible. We are working to speed up this resolution, but do not hold responsibility over the balance of the loan or the third-party vendors that *** be involved.
  
    If I can provide more information or have a representative reach out to you, please let me know. My team can be reached at ***********************************.
  
  Best,
  
  ****
  ACU Communications  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a mistake by refinancing thru Arapahoe credit union and a man by name of ********************* has been nothing but rude I have spoken with a branch manager in regards to my account and he is nice **** is very unprofessional does not know how to speak with a customer

  

  Business response

  09/10/2023

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

  
  ACU is a not-for-profit organization and works on a member-first basis. Our member service teams are diligent to exhaust all available avenues when working to resolve payment issues. However, we are truly a non-profit organization this means that we have no shareholders, and the money we lend belongs to our members. We take that responsibility seriously and have to do whats in the best interest of our membership as a whole.

  
  Our collection process is progressive. We begin with a standard grace ******* courtesy calls and emails, and only then does it elevate to our collection department. Our collection department is tasked with making arrangements that are as beneficial to our members as possible.

  
  We are member-focused and want to help,but we have to avoid taking losses. Unfortunately, prolonged delinquency becomes an issue for our membership. As a result, our representative often has to become more direct.  It is an unfortunate point in the account management process, but can become necessary.

  
  Of course, your experience is important to us and I want to let you know that we consider all feedback. I will absolutely let our executive management team know of your concerns. I am not the best representative for account issues but would happily put you in touch with the best person at ACU.  If I can do anything, please let me know.  My team can be reached at ***********************************.

  
  Best,

  
  ************
  ACU Communications   

  Customer response

  09/11/2023

   
  Complaint: 20437923
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  01/06/2024

  I went to make a payment and since I was past due on it the unprofessional.rude people said I can't it was deactivated what kind of business does this I get it you want your money but yet you treat people like criminals I don't understand the rudeness from **********'m sure he gets a power trip making people feel like s*** and I'm sure that any compassionate person would be a little bit more people friendly

  

  Business response

  01/30/2024

  Dear *******,
  
      As always, I want to preface this response with the note that we take all reviews seriously and under consideration for improvement.  I can certainly put a member of ********************** in touch with you directly, if you like.  If so, my team can be contacted at ***********************************.
  
     To your complaint: **************** is a long-term manager for Arapahoe CU and is positioned at the unfortunate point where some support and services become exhausted, and he is required to be more direct on behalf of the membership as a whole.  I want to say that I mean it when I say that we take online reviews seriously. Our collection notes show *************** performance to be in line with credit union policies and procedures.Our VP of Lending will review these complaints when received and even,periodically, randomly audit our employees call log to ensure our standards.While **************** unique position at the credit union often has him receiving extensive verbal abuse, he has not been found to be outside policy, procedure,or expectation in his interactions.
  
     Of course, I am not an expert on our Lending Department.  Again, I am more than happy to put someone in touch with you to handle your complaint in person.
  
  Best,
  
  ****
  ACU Communications  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I refinanced my loan through Arapaho Credit Union about 2 years ago. At the time I was told I would have access to an app to pay my bill on a monthly basis but this has not been the case the past couple months. Someone at Arapahoe credit union has locked me out of my account and refuses to allow access. I work an 8-6 schedule M-F and have worked with a gentleman named ****** before who would simply wait a few minutes after 6 and help me push through the payment. Most recently I got assigned ********************* who refuses to work with my schedule and is threatening repossession. Theres plenty of money in my account to make this payment but Arapahoe credit union is not working with me to get this payment submitted anymore.

  

  Business response

  07/17/2023

  To Whom it May ***************** have investigated Mr. ******** complaint and made appropriate inquiries to credit union personnel knowledgeable regarding Mr. ******** account.
  
  ********************** offers an online payment platform, Loan Pay, that is available for members in good standing to use to make payments. This service is offered as a convenience and is a privilege for members. As standard procedure, once loans are not performing or there are multiple instances of payments being returned,access to this service is removed. Mr. ******** access was removed due to both reasons. ****************** has had three recent payments returned due to insufficient funds and when the loan was also approaching two months past due, access was removed. Additionally, Arapahoe Credit Union has charged off both the memberssavings and checking accounts and recognized losses on both accounts,furthering managements concern for potential abuse of the payment platform. The rationale for removing this method of payment from a non-performing loan is to encourage communication between the member and the credit union to formulate a plan to get the member back in good standing. ****************** is currently three payments behind, and we have not discussed a plan to bring the loan current,which is why the decision was made not to reinstate access to Loan Pay when ***************** demanded the credit union do so. Other methods of payment are still available to ******************, including payment at a branch, originating a payment through the bank or credit union where he keeps his funds, and through the mail.
  
  The credit union employee referenced in the complaint, *********************, is the designated employee to handle late-stage collections. **************** set a deadline for this member to pay the past due balance before further collection options were explored. With the status of Mr. ******** loan, this is standard practice to communicate the urgency and need to resolve the delinquent balance.
  
  Arapahoe Credit Union is not able to meet Mr. ******** request to have staff available outside of normal business hours. ****************** can reach the credit union during normal business hours or use another payment avenue. Based on the severity of the delinquency paired with the history of returned payments submitted through online banking and charged off accounts, Loan Pay is no longer an option. ***************** has been provided contact information of the collection department to resolve the delinquency using available methods.
  
  I have investigated the claim that the credit union did not assist ****************** in adding his wife as an authorized person to speak to regarding the loan. Our records indicate that the information was provided to the member, and we have an email from the member on 4/28/2023 stating that he had not had time to fill out the form so he would just call in to make a payment, rather than his wife, evidence that the documentation was provided, but the member did not complete it. ACU requires that members grant ********** in writing, before personal account information is disclosed to a third party. As of the date of this letter, ACU has not received the authorization form back from ******************.  
  
  I trust this letter fully resolves the complaint, but if you desire further information or documentation relating to this issue, please feel free to contact me at your convenience.
  
  Sincerely,
  
  
  ***********************************
  Chief Operations Officer
  ************ direct
  ************************************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A credit inquiry from this company appeared on my credit report and they will not assist me to remove it. I never applied for credit with this company.

  

  Business response

  06/23/2023

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

  
     In researching this credit inquiry, we found that it originated from a third-party application known as ***********, a company contracted by Arapahoe Credit Union to provide refinancing opportunities.The lead source comes from Experian. This application requires consent for the hard inquiry at the time of processing and only then sends potential applications to Arapahoe Credit Union. This approval occurred on 02/05/2023,followed by Arapahoe CUs decline on 02/07/2023.
  

    Unfortunately, Arapahoe Credit Union does not own or operate either entity, Experian or ***********, and are unable to make adjustments to their processes. I would be more than happy to try and find out more information on how to dispute this with either organization, but have to acknowledge that my resources may be limited. 

  
     Please let me know if I can provide anything else.  The best place for contact is to send items to *********************************** or you can contact me directly at ************.

  
  Best,

  
  *********************
  AVP of Communication

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 07/09/2022 my vehicle was stolen, I reached out to the finance company and informed them of the theft and provided a police report. The finance company did not file a claim with the insurance company that I am paying the premium on, instead on 07/27/2022 I ended up filing a claim with the insurance company. On 08/05/2022 the finance company submitted documentation that was needed. I have been waiting for over two months. the finance company is reporting my account as delinquent and they have not submitted the original title so that the insurance can pay the vehicle off. From what is being told by the insurance company they have sent out several notifications requesting the information and the last time they spoke with someone on 09/05/2022.

  

  Business response

  10/24/2022

  I have been completely unable to find where to post this in the portal.  Can we add this to our response?

   

  Best,

   

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

  AVP of Communication and Development

  Arapahoe Credit Union

  Customer response

  10/24/2022

   
  Complaint: 18050558
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

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