ComplaintsforZing Credit Union

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There was some kind of system upgrade that happened with the bank. Prior to the upgrade, on 8/30/24, I moved over $300 from my savings account to my checking account. On 9/5/24, I had almost $200 in my account and my cell provider attempted to take the automatic payment. I instead was charged $30 from the bank and $30 from my cell phone provider for a returned check fee. I had the funds available. On 9/5/24, **** called me and advised that she would review my account. During the interaction before she took a deeper look into my account. She proceeded to advise that my account was in the negative and she will waive the fee as a one time "courtesy". While reviewing my account with the interaction, I asked ***** to let me know the date my account was in the negative. She started to actually look at my account at that point and advised that something weird happened and she would submit a ticket for further review. I received a call back from **** the same day and I reminded her that I just spoke to her and she would call me with a resolution. On 9/6/24, **** called again asking if I still need assistance. I advised I spoke with someone yesterday and someone should be calling with more information. **** opened my account and advised that it was her. I asked **** when someone would be calling me with more information about my account and asked if I can speak with her direct report as she has been condescending and not concerned about my account. She advised that she is the highest person to speak to. She finally gave me her supervisors name, *****. It needs to be understood that a credit union is a person's livelihood and it is stressful enough to have issues with your money. I would like for someone to see what is going on with my account and apply a ********************** for the returned fee from my cell provider as NONE OF THIS IS MY FAULT. I SHOULD NOT HAVE TO EXPERIENCE THIS WITH PEOPLE I HAVE TRUSTED WITH MY MONEY FOR YEARS AT THIS POINT!

  

  Business response

  09/10/2024

  September 9, 2024
  
  *************************
  ******************
  Denver, CO 80239-4365
  
  Re: Review of complaint filed with Better Business Bureau on September 6, 2024.
  
  Dear *************************,
  
  I am writing in response to your complaint filed with the Better Business Bureau on September 6, 2024.
  
  Please know we take all complaints seriously and investigate these thoroughly. It is important all members receive fair and consistent service, and all regulations and policies are upheld.
  
  Your complaint was regarding a returned item for T-Mobile on September 3, 2024. This item was presented for payment while five other items were presented for payment, which is what caused the T-Mobile payment to be returned insufficient.
  
  Due to our system conversion,several items were presented, pending, and/or posted at the same time. I acknowledge and understand how this appears on the account history and am happy to credit your account the $30 returned payment fee that T-Mobile charged you for the returned payment. The $33 fee Zing Credit Union charged was previously reversed on September 5, 2024.
  
  We experienced heavy volume on our phones and in messaging as well, causing a delay in you hearing from us. When you did receive a call back, we werent able to fully resolve the issue. When you and I spoke on September 9, 2024, you provided feedback on your phone call with one of our representatives.
  
  I appreciate all your feedback and will review for further coaching opportunities if needed. Thank you for being a member with Zing Credit Union and thank you for giving us the opportunity to get this resolved.
  
  If you have any further questions,please feel free to contact me with the information below.
  
  
  Sincerely,
  
  
  *******************************
  Assistant Vice President of Retail
  P: ************
  **********************
  
  cc: BBB

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have done everything possible to make it impossible to withdraw my money from my account. They have shut down branches, ignored my requests. Once reopened, they stopped taking digital IDs. I cannot even close out my account

  

  Business response

  09/10/2024

  September 9, 2024
  ***********************
  
  
  Re: Review of complaint filed with Better Business Bureau on September 6, 2024
  
  
  Dear ***********************,
  
  
  I am writing in response to your complaint filed on September 6, 2024. 
  
  
  Please know that we take all complaints seriously and investigate these thoroughly.  It is important that all members receive fair and consistent service, and that all regulations and polices are upheld.
  
  
  Your complaint was regarding your ability to withdraw funds from your account, shutting down branches, digital IDs, and closing your account. 
  
  
  On the same day we received your complaint (September 6, 2024) one of our Branch Managers reached out to you and left a voice mail asking to call us back at approximately 9:21am.  As of today September 9, 2024, we have not heard back from you.
  
  
  I will address your complaint in this letter, please feel free to return our Branch Managers call as well to discuss further.
  
  
  1.Withdrawing funds from your account:  If you are having challenges accessing your account, I would encourage you to call us at ************, or visit one of our branch locations.
  2.Shutting down branches: I assume this is regarding when one of our office locations was closed due to a remodel, as we spoke to you about this previously in July of 2023.   While one of our offices was closed for a remodel we did have a drive-thru location open across the street, and we also had our four other branch locations.  The office that was closed due to remodel reopened in June 2024.  We now have all 5 branch locations open, and you also have access to many shared branch locations. 
  3.Digital IDs: We do not make it a practice to accept digital IDs at this time.  We request a physical ID for all account transactions. 
  4.Closing your account:  I hope we can reconcile any of your concerns and you will maintain your account relationship.  However, if you would like to close your account, please contact us at ************, or visit one of our branch locations. 
  
  
  
  
  If you have any further questions, please feel free to contact me with the information below.
  
  
  Sincerely,
  ***************************
  Senior Vice President of Operations
  P: ************
  *******************
  
  
  cc: BBB
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 26th I filed a card dispute after accidentally paying one of my bills twice. I tried resolving the matter with the merchant and they said just go through your bank. I called Zing to inquire about the status of my dispute, which I was told takes 5 business days and full expected a refund by March 4th. I called Zing March 6th after not being notified and was told to fill out another form, and again today I am told to wait an additional 5 business days. I do not know how it is acceptable for card services to act so nonchalant when it comes to customer requests regarding their accounts. I feel like are making me jump through hoops and I want to know why my initial forms, which I find out today, were in fact the correct forms, have not been processed because it has actually been 9 business days since that filing. I would appreciate some assistance in this matter.

  

  Business response

  03/14/2024

  
  Re: Review of complaint filed with the Better Business Bureau, ID number ********
  

  
  I am writing in response to your complaint filed on March 8, 2024. Please know that we take all complaints seriously and investigate these thoroughly. It is important that all members receive fair and
  consistent service, and that all regulations and policies are upheld. I have conducted a full review of your complaint. Your complaint was regarding the delay in the resolution of a dispute initially submitted through our website on February 26, 2024. The dispute was in the amount $105.66 for mistakenly paying a merchant twice.

  Provisional credit for $105.66 was issued to your account on March 12, 2024, and we will continue to process your dispute. An additional Privilege Pay Fee reversal in the amount of $33.00 was credited back on March 14, 2024.
  Research of this complaint confirms you called us several times from March 2nd through March 8th. We had an adequate opportunity to resolve your issue and failed to do so in a timely manner. I sincerely
  apologize for the inconvenience we caused. We should have resolved your request much earlier. As a result of your complaint and the research conducted, we are improving our internal processes going forward. I recognize this does not benefit you directly but wanted to acknowledge our mistakes in this instance and implement changes to better serve our membership. 

  Thank you for bringing this to our attention. As of the time of this letter, I have left you a voicemail and would appreciate the opportunity to convey my apologies directly to you. My phone number is ************, please dont hesitate to reach out to me with any future concerns. We appreciate your business and thank you for the last 10 years of your membership with us.
  
  

  Customer response

  03/22/2024

  Yes, this matter was resolved. Forgive me for the delay in responding as I am preparing for surgery. Thank you so much for your assistance. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My office has been trying to reach someone at Zing Credit Union who is in their unclaimed property reporting department, we have called several times and have not been able to get past the general customer service agents. My client is ************************* and his mother, ************************* had an account with ********************** (acquired by Zing) that was turned over to the ***************** as unclaimed property. The ***************** requires ** to provide proof of the owner's reported address provided by the holder. The family has no sufficient records but they have verified ***** did in fact live at the reported address. The address as reported by Denver Community Credit Union is *************************, Denver, ** *****. Since the family is unable to find any proof of this address the only option is for us to get verification of the holder. We need either a copy of the statement, the unclaimed property due diligence letter or a letter from Zing verifying the account and address. The property is reporting under property ID ******* and the value of the account is $5,842.68. I have attached a copy of the document request from the State as well as a copy of *****'s death certificate.

  

  Business response

  11/21/2023

  On October 18 at 5:25 pm Zing Credit Union (formerly know as Denver Community Credit Union) received an email from the claimant who represented the son of our deceased member. The email requested an address verification letter of our deceased member. On the following morning our contact center manager reached out to the person in the organization responsible for reporting unclaimed property asking her to verify the address.The deceased members address was verified, and the contact center manager was notified at 1:20 pm that the address had been verified and that she could follow up with the survivors representative. The contact center manager called the office of the claimant on the afternoon of October 19th and left a message for the person filing the claim to return her call. A follow-up call was not received.
  

  When investigating this complaint, we did not find any incoming calls in our call log from the telephone number listed in the complaint which is the same number listed in the email that was sent to us. The contact center manager was not aware of any calls regarding this matter. She stated that this is the type of call that would usually be escalated to her since it was an unusual request. Regulation P has strict rules that safeguard the release of member information and requests to release member information to a third party are escalated to a manager for review.
  Zing Credit Union called the claimant on the morning of November 21st and left a voicemail regarding the situation. We also sent the requested address verification to the claimant on November 21st via email. The claimant responded later that we had provided her with the document she needed and was satisfied with the resolution. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My employer sent over my check to my account and upon speaking with the representative I was advised that they do not show a pending transaction. I spoke with my HR payroll department and was advised that they sent my check to the correct place and they do not show the funds as returned or anything. I have been with the credit union for over 10 years. This is unacceptable as I have bills to pay and am at risk for being evicted as my second half of my rent is due today. I spoke with an agent again for after hour support and was advised that they will call me back but instead hung up on me. I am in need of my paycheck as soon as possible,

  

  Business response

  07/18/2022

  Tell us July 18, 2022
  
  *************************
  9959 ***************.
  Apt V205
  Denver, ** 80111
  
  Re: Review of complaint filed with Better Business Bureau on July 15, 2022.
  
  Dear *************************,
  
  I am writing in response to your complaint filed on July 15, 2022.
  
  Please know that we take all complaints seriously and investigate these thoroughly. It is important that all members receive fair and consistent service, and that all regulations and polices are upheld.
  
  Your compliant was regarding your direct deposit from your employer not posting to your account in a timely manner. We apologize for the inconvenience this caused. This was due to a system error that has since been corrected.
  
  On the same day we received your compliant (July 15, 2022) one of our Branch Managers reached out to you at approximately 1:22 pm. We were able to post your direct deposit and answer any questions you had. At that time, you let us know we have satisfactorily resolved your concerns.
  
  Thank you for your patience and understanding regarding this matter and allowing us to resolve your concerns in a timely manner.
  
  
  If you have any further questions,please feel free to contact me with the information below.
  
  
  Sincerely,
  
  
  
  ***************************
  Senior Vice President of Operations
  P: ************
  *******************

   

  cc:BBB

*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. ↩