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Complaint Details
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Initial Complaint
08/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Paid 45$ for expedited title service. I paid off car loan. Asked and paid 45$ to have title expedited in 10 business days. Connex waited 9 business to send paperwork now I am waiting another 10 business days for “expedited service”. Can not speak to management and call center says it’s not their department!Business response
08/21/2024
Good Afternoon:
Thank you for sharing the detail of this complaint. Prior to receiving this complaint today, we reached out to the complainant this morning in reaction to the 'Review' which was received yesterday. We spoke with the complainant, and proactively offered to refund the fee in question, thus successfully meeting the stated desired resolution. In addition, we have already addressed the servicing concerns expressed, and have apologized for this experience. Thank you for the opportunity to successfully resolve this complaint.
Sincerely:
Jason R********
VP | Branch Administration
Connex Credit Union
Initial Complaint
11/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 2/25/2022 $2,000.00 was taken from my account & again on 3/2/2022 another $2,000.00 was taken out of my account. I contacted Connex to let them know I did NOT initiate these transactions and I believe someone hacked into my phone and used my Connex mobile app to make these transactions. Connex agreed with me and put a total of $4,000.00 back into my account. On 9/30/2022 $2,000 was taken from my account & again on 10/20/22 another $2,000 was taken from my account. On 10/3/22 I called Connex to report this and was told the original 2 transaction were valid transactions. I don't understand why Connex did NOT notify me of this before just going into my account to remove the money for a supposed valid transactions. The $4,000 was paid to ******* ********* **** in **. I do not have an account there & tried speaking with them. ******* ********* **** can not give me any info on this transactions without an account # or routing #. I called Connex back with this info and was told they can not give me any account # or routing # that my $4,000.00 went to. I have filed a police report for fraud. Connex brought my info to their fraud dept. and the results were that Connex does not have the rights to go back and dispute this again. Doesn't Connex have insurance to protect their customers from fraud? I've been a customer for over 25 years and feel like they do not care about me.Business response
11/23/2022
********** ******* ********** ******* ********** ********** ****** ******** ******* **** ** ****** **** ********* ** ***** *** ********* *********** *** **********Thank you for sharing the complaint correspondence received from the complainant.
An investigation and management review of the fraud claim was conducted. As a result, the funds in question have been applied in full to the complainant's account, providing the desired resolution for her complaint. This will be a permanent credit to her account.
Thank you for the opportunity to resolve this complaint.Sincerely:
Jason R********
AVP | Customer Advocacy
Connex Credit Union
Customer response
11/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.