ComplaintsforVystar Credit Union

• Initial Complaint

  01/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/20/21 I decided to save money by having money auto transferred from my checking account to my savings account on the days I get paid. I set the transfers up inside my online bank account where i can only see MY ACCOUNTS. It said I have a checking account, 2 savings accounts, 2 car loans and a credit card. My husband had to set up a savings account so he can be added to my credit card. Fast Forward to 1/12/22 I check my bank account to see where I was and the savings account said 0. I check for the transfers and yes 4 different transactions came out. 12/30/21, 1/6/22, 1/13/22,1/13/22 25.00 dollars came out of my account. I called them to inquire about my money and they said it went to a ***** and **** ******. I asked how if I'm doing an internal transfer. I inquire more and she gave their full savings account number, I ask what do we do now , I get put on hold for 15 mins and when she comes back she says we need to reset my password and username, I do it and then she say she will ask her manager about the money that is DUE to me. 7 more minutes on hold and she says that the Manager says that I am not able to get my money back because they could not automatically reverse the funds. I argue the point of how did someone else account info show on my account and ask politely for my money back and she said they would put in a ticket and I would hear something 1/17/22. I called back 1/21/22 and they said no ticket was put in and i cannot get my money back. They don't know how someone elses account number was added to my account but they fixed it. But again I DON'T GET MY MONEY BACK.

  Business response

  02/08/2022

  See Attached.

  Business response

  02/08/2022

  February 8, 2022 ******** ***** **** ******* *** **** *** ************* ** ***** Dear Ms. ****** This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on January 24. Please accept my apology for the concern and frustration this situation may have caused you. We appreciate the opportunity to respond to the concerns of our members, and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your letter, I asked ****** *****, Senior Operations Analyst, to assist in researching your concerns. I understand Mr. ***** spoke with you by telephone on February 3. As you are now aware, the deposit-only relationship as created in error and was cancelled when you first called to report the unknown account on January 13. In your phone calls referenced in the complaint, the representatives could not determine if the deposit-only relationship was set up in error, which is why no credits were applied at that time. Since it has since been determined that the deposit-only relationship was created in error, we provided a refund of $100 to your savings account. Since the deposit-only relationship has been deleted, your username and password have been changed, and a credit for the transferred funds has been applied, no further action is required. Thank you for your patience and understanding throughout this process, I apologize for the error and that this was not resolved in a timelier manner. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs and address your concerns. If you need any further assistance, please do not hesitate to contact Mr. ***** by calling ***** ******** or by email at ********************. Sincerely, **** ******* SVP, Enterprise Contact Center /alh C: ****** ******, Better Business Bureau of Northeast Florida **** *******, Chief Member Experience Officer 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My *** bank account was debited 4980.00 dollars to pay for a **** credit card account. The proof is attached. The **** credit card was issued by the VyStar Credit Union. I contacted both payment **** credit card company and VyStar credit union requesting to reverse the payment. However, that has not happened. This is the address VyStar Credit Union **** *** ***** ************* ** ********** VyStar Corporate Headquarters: ****** ***** ** ** ***** ****** ************* ** ***** ************

  Business response

  01/21/2022

  See Attached.

  Business response

  01/21/2022

  January 21, 2022 ******** ****** *** *********** ** ****** ***** ** ***** Dear *** ******: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on January 8. We appreciate the opportunity to respond to your concerns, and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your letter, I asked ****** ******, Manager, Operational Support, to assist in researching your concerns. I understand *** ****** spoke with you by telephone on January 11 and advised that you contact your financial institution, *** Bank, to file a Written Statement of Unauthorized Debit. On the evening on January 11, you confirmed that you completed and submitted the form, and on January 14, you confirmed that $4,980.00 was credited back to your account at *** Bank. We appreciate you giving us the opportunity to address your concerns. If you need any further assistance, please do not hesitate to contact *** ****** by calling ***** ******** or by email at ********************. Sincerely, ******* ****** Sr. Vice President, Operations & Payments /*** C: ****** ******, Better Business Bureau of Northeast Florida

  Customer response

  01/24/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I retrieved my first auto loan with Vystar Credit Union when I was 21 years old. During that time I was facing financial hardship, making minimum wage. I became behind on my car payments, but sent over $900 to Vystar. This company still repossessed the car. I spoke with a manager and he would not negotiate and actually mailed back the check as they were not willing to give me time to catch up the remaining balance. This was bad business on their end, and continues to do bad business causing me to get countless denials for housing as its showing as a delinquency. Vystar loves to report a balance to the credit bureaus but do not tell them the whole facts. I've never heard of a business RETURNING a payment (unless its like a credit card company). I'm asking for Vystar to remove the account and reimburse me for the housing denials since 2018 and pain and suffering that this has caused me.

  Business response

  01/18/2022

  See Attached.

  Business response

  01/18/2022

  January 18, 2022 *** ******* ***** **** ******** ***** ******* ** ***** Dear *** *****: This letter is in response to your complaint submitted to the Better Business Bureau (BBB) of Northeast Florida on December 27, 2021. VyStar appreciates the opportunity to respond to the concerns of our members and we will ensure the BBB receives a copy of our response letter. Upon receipt of your complaint, a thorough investigation was performed regarding your auto loan ending in **** securing a 2015 Ford Focus. A detailed explanation of the events is listed below. ? February 28, 2018: A Final Demand - Intent to Repossess letter was mailed which disclosed a past due amount of $894.70 being due at that time. The Demand letter expired on March 21, 2018, and VyStar did not receive a payment before or after the letter’s expiration date. ? March 21, 2018: The account was reviewed by VyStar and selected for repossession action. ? March 22, 2018: VyStar spoke with you and advised we received the $400 money order; however, that would not satisfy the amount due to stop the repossession action. We shared the deferment option and what was required to request the deferment, and you stated you were interested and would call back to submit the information needed. In addition, we shared that VyStar could not accept payment on the account until we received a deferment request and the necessary amount to bring the loan current. The repossession action was placed on hold until March 24, 2018. ? March 22 - April 5, 2018: VyStar attempted to contact you on five separate occasions, via email and phone, so that we may obtain the information needed to bring the account current. However, we did not receive a response to our emails and the voicemail was full, which did not allow us to leave a message. ? March 30, 2018: You contacted VyStar stating you mailed us a $400 money order and at that time you were advised we could only accept $1,238 (the amount past due) plus $125 (repossession close fee), for a total of $1,363. ? April 3, 2018: A payment was received in the amount of $460 and placed into your savings account. VyStar was unable to post those funds to the loan because $460 was not enough to satisfy the total amount past due. ? April 5, 2018: VyStar attempted to contact you via phone; however, we were unable to leave a message due the voicemail being full. ? April 6, 2018: The automobile was repossessed. ? April 7, 2018: The Notice of Plan to Sell Property letter was sent via certified mail. This notice provided details on VyStar’s intention to sell the automobile and what redemption options were available to you. *** ******* ***** RE: BBB Complaint January 18, 2022 ? April 9, 2018: VyStar contacted you via phone and advised you of the status of the account and the amount of funds that were on deposit of $860. You stated that you were unable to pay the additional amount necessary to redeem the vehicle; therefore, the funds in the amount of $860 were sent to you. ? April 16, 2018: The Notice of Plan to Sell Property expired. ? May 18, 2018: The automobile was sold at ADESA Atlanta. ? July 5, 2018: The deficiency balance that remained was charged-off after the sale of the unit. The remaining balance owed on the account is currently $6,466.28. VyStar has confirmed the information is accurately reporting to the nationwide credit reporting agencies for loan account ending ****. The account is reporting as a charge-off/repossession. Please be advised that we cannot remove accurate information from your credit reports. Thank you again for allowing us the opportunity to address your concerns and we regret that we are not able to provide you with a more favorable response. VyStar consistently strives to provide a high level of quality service to our members. If you would like an opportunity to discuss these items further, please contact ***** ******, Vice President Member Solutions and Loss Mitigation, by calling (**** ********. Sincerely, ***** ** ******** President/CEO /alh C: ***** *********, Chief Lending Officer E*** *********, SVP Loan Administration ***** ******, VP Member Solutions and Loss Mitigation ***** ********** Member Solutions and Loss Mitigation Manager

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had the following experiences and concerns with Vystar Credit Union: 1. Multiple branches having card making machines down and being sent to another branch. 2. My account showing withdrawals and deposits but not showing how money was withdrawn (was it cash? Cashiers check?)- get a lot of cashiers check but there's no record of money withdrawn in the form of a cashiers check and no record of the checks being cashed. 3. There's a lot broken and non-working hyperlinks within the account such as "get help for this page" or the messages section. I can't send any messages to get help although the instructions tell me how to do it but the "pull down option" is not present. 4. Recently I got a call and text supposedly from Vystar about fraud on my account. But when I logged into my account there wasn't any message of any thing fraud related or anything for that matter. 5. was able to withdrawal money from one of my accounts at the atm but was declined using the card in store.

  Business response

  01/19/2022

  See Attached.

  Business response

  01/19/2022

  January 19, 2022 ******** ***** **** ******** **** *** **** ************* ** ***** Dear *** *****: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on December 21. Please accept my apology for the concern and frustration this situation caused. We appreciate the opportunity to respond to the concerns of our members, and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your letter, I asked ****** *****, Senior Operations Analyst, to assist in researching your concerns. I understand *** ***** was able to speak with you on January 12. Thank you for taking the time to address each of your concerns with *** *****. I understand you walked through each concern in detail and provided a helpful perspective for how we can improve some of our processes. Several of your concerns will be addressed in our upcoming digital platform conversion, while others were addressed in your phone call. I understand *** ***** provided suggestions for how to prevent some of these issues from reoccurring; such as calling the branch directly prior to going to get a new card, requesting to have your account history printed at the time of an official check withdrawal to see a more detailed view of cash vs. official checks, and the steps to take when receiving a fraud alert to prevent your card from being unnecessarily restricted. Thank you for your time and feedback regarding the items you included in your BBB complaint and phone call. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs and address your concerns. If you need any further assistance, please do not hesitate to contact *** ***** by calling (**** ******** or by email at ********************. Sincerely, ***** ** ******** President/CEO /alh C: ****** ******* Better Business Bureau of Northeast Florida and Southeast Atlantic **** *******, Chief Member Experience Officer

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft. I am writing to request that you block all accounts disputed as fraudulent on my credit reports with **********, *******, and ********. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by ******** *** *** ******* ***** **********, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section **** ** *** ******* **** ****** ********* **** *. VYSTAR CU bal. $2,303.00 Acct # ************

  Business response

  12/28/2021

  December 28, 2021 ********* ******* **** *** ***** ********* ** ***** **** *** ******** *his letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida and Southeast Atlantic on December 1 regarding transactions on your credit bureau accounts that you would like to dispute. We appreciate the opportunity to respond to the concerns of our members and we will ensure the BBB receives a copy of our written response to you. To discuss this matter further, please contact VyStar Credit Union directly by calling ***** ********. Thank you again for allowing us the opportunity to address your concerns. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs. If you need any further assistance, please do not hesitate to contact. C: ****** ******, Better Business Bureau of Northeast Florida and Southeast Atlantic ***** *********, ***** ******* ******* **** *********, *** **** ************** ***** *******, ****** ********* ******* 

  Business response

  12/28/2021

  December 28, 2021 ********* ******* **** *** ***** ********* ** ***** **** *** ******** *his letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida and Southeast Atlantic on December 1 regarding transactions on your credit bureau accounts that you would like to dispute. We appreciate the opportunity to respond to the concerns of our members and we will ensure the BBB receives a copy of our written response to you. To discuss this matter further, please contact VyStar Credit Union directly by calling ***** ********. Thank you again for allowing us the opportunity to address your concerns. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs. If you need any further assistance, please do not hesitate to contact. C: ****** ******, Better Business Bureau of Northeast Florida and Southeast Atlantic ***** *********, ***** ******* ******* **** *********, *** **** ************** ***** *******, ****** ********* ******* 

• Initial Complaint

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was a victim of scam led to believe i was getting a new job opportunity, the alleged employer sent me a check that i would purchase my equipment with. Upon receiving the check i deposited into my Vystar checking account that was first declined i contacted the bank directly for clarification, which they made it aware to me that it was declined because i had not deposited that amount before by a mobile deposit ( i could not go in a bank because i just moved from Florida, no vystars in TX) but i was told that it was a good check, once the check did go through on a Friday, that following Monday i noticed that the account was over drafted due to the check being bad and no longer was getting responses from the alleged employer. Vystar did not offer any help as far as doing a proper investigation just said that i would now have to repay back the amount and there is nothing they can do i lost access to all my accounts (checking, savings, and credit card). Speaking with someone again on 11/23 she said they should have offered me to sign an affidavit so that an investigation could begin this did not happen i have had no contact with vystar besides me reaching out to them. What is the purpose of having a fraud department? Ive had an account for over a year made on time payments every month and recurring deposits this is BAD BUSINESS!!! For such a big company!

  Business response

  12/15/2021

  See Attached.

  Business response

  12/15/2021

  December 15, 2021

   

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

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

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

   

  Dear *** ********

   

  This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on November 23.  We appreciate the opportunity to respond to the concerns of our members, and we will ensure the BBB receives a copy of our written response to you.

   

  Upon receipt of your letter, I asked ****** *****, Senior Operations Analyst, to research your concerns.  I understand *** ***** spoke with you on November 24, and ***** *****, Law Enforcement Liaison Manager, also spoke with you on November 30. Both *** ***** and *** ***** reiterated that our fraud department concluded their investigation of your mobile check deposit claim.  The investigation determined that you are responsible for the returned check and the negative balance that resulted. *** ***** offered to connect you to our Member Solutions department to discuss re-payment, but you declined at that time.

   

  When you deposit a check to your account, we are unable to determine with certainty if the check will clear immediately, as the check must be presented to the financial institution of the check maker for payment.  At that time, the other financial institution reviews the check to determine if it is valid and can be credited.  The credit provided at the time of deposit by VyStar is given in advance, based upon your prior positive relationship with the credit union, but ultimately you are responsible for all checks you deposit to your account. 

   

  We appreciate you giving us the opportunity to address your concerns.  If you need any further assistance, please do not hesitate to contact *** ***** by calling (**** ******** or emailing at ********************.

   

  C:        **** *******, Chief Member Experience Officer

             

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/5/2021, a wire transfer was taken out my bank account 8:42am. I went to withdraw money from my ATM bank and saw that $950 would be withdrawn from my account that I did not authorize. I contacted my bank Strip Steel Federal Credit Union and they provided me with this information. Vystar Credit Union in Jacksonville Florida and the account number is ********** and the name on the account is ******* ******. I called and tried to explain that I did not authorize a wire transfer from my account to Vystar. They refused to investigate the issue and told me to talk with my bank. I explained the my bank stated since the wire transfer came from Vystar they should have put a hold on it to verify before since a complaint was made. They refused to investigate and put a hold on the money scheduled to be withdrawn $950.

  Business response

  11/19/2021

  See Attached.

  Business response

  11/19/2021

  November 19, 2021 ****** ***** **** **** *** ******** ** ***** Dear *** ****** This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on November 9. Please accept my apology for the concern and frustration this situation caused. We appreciate the opportunity to respond your concerns, and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your letter, I asked ****** ******, Manager Operational Support, to assist in researching your concerns. I understand *** ****** spoke with you by telephone on November 10. The transaction in question was a fraudulent ACH which we rejected and returned to your account at your financial institution. I apologize for your concerns not being addressed when contacting us on October 5. We provided training for the employee who failed to give you a resolution. We appreciate you giving us the opportunity to address your concerns. If you need any further assistance, please do not hesitate to contact *** ****** by calling (**** ******** or by email at ********************* Sincerely, ***** *. ******** President/CEO /alh C: ****** ******, Better Business Bureau of Northeast Florida **** ******** Chief Member Experience Officer 

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All of my complaints can be proven with a customer service call review. I had an auto loan with Vystar Credit Union. The car was a total loss vehicle. I communicated this with the Collections department. They assured me that they would wait until progressive insurance paid the full amount. Well, every chance they got they cleared my wife's and I account. One time my children was trying to purchase some cold med for our children and discovered that they had taken all of our money. The issue is not that I actually owed Vystar, but that the insurance company assured them that the payout was coming, and they gave me their word that they would leave the money alone.

  Business response

  11/16/2021

  See Attached.

  Business response

  11/16/2021

  November 16, 2021 **** ** ***** **** ******* ***** ******* ****** ** ********** Dear *** *****: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida and Southeast Atlantic on November 4. In your complaint, you expressed concerns and frustration around the payments and insurance payout for your account. Please accept my apology for any inconvenience this situation caused you. We appreciate the opportunity to respond to the concerns of our members and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your complaint, ****** *****, Member Solutions Claims Manager, reviewed the history and calls relating to your auto loan. On September 22, you communicated to VyStar Credit Union that your auto had been deemed a total loss, and you were waiting on insurance to pay. During a call with you on September 22, your claim information was requested, and you were advised that you were still responsible for the loan payments until the insurance payment was received. On September 23 and 24, you called requesting to speak with *** ***** *****, a Member Solutions Supervisor; however, *** ***** was unavailable to speak with you at that time. Therefore, our representatives requested your claim information again and continued to advise you that the loan payments were still due. On September 24, *** ***** reversed the payment for you and unlocked your accounts. At that time, the account was 61 days past due and you were advised that if the insurance check was not received your accounts would be subject to locks and further offsets. On October 20, your accounts were offset and locked again due to the account now being 80 days past due with no payment. That same day, you spoke with several Member Solutions Representatives, including **** *********, a Member Solutions Supervisor. During this call you asked where your Guaranteed Asset Protection (GAP) payment was, and to have the offset funds returned to you. The GAP claim was able to be rectified, and after you made a payment, the account was brought to 20 days past due. In addition, further arrangements were made for payments to be received by October 28. However, due to the October 28 payment not being received, and the account being 31 days past due, your accounts were offset again on November 1. On November 1 and 2, you were advised of VyStar’s Policy for delinquent accounts and right of offsets. This is also outlined in your membership agreement. A copy has been enclosed with this letter. You also acknowledged you were aware of VyStar’s Policy; however, you still asked for the offset payment to be reversed. On November 2, the payoff for the auto was received and applied to your account. In addition, any offsets were reversed and returned to you. You were advised that this had happened, along with a paid in full letter being sent to your address on file confirming this. *** **** ***** November 16, 2021 Page 2 of 2 Thank you again for allowing us the opportunity to address your concerns. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs and address your concerns. If you need any further assistance, please do not hesitate to contact *** ********* by calling (**** ******** or by email at ***********************. Sincerely, ***** ** ******** President/CEO /alh C: ****** ******* Better Business Bureau of Northeast Florida and Southeast Atlantic ***** *********, Chief Lending Officer **** *********, SVP Member Solutions ***** ******, VP Member Solutions 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm set up on curtsy pay, and Vystar picks and choose what is paid. They denied a transaction for a bigger amount but paid a smaller mount and then charge me $29 for a $ 11 transaction.

  Business response

  11/16/2021

  See Attached.

  Business response

  11/16/2021

  November 16, 2021 ******** ****** **** ******** ****** ************* ** ***** Dear *** ******: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on October 25. Please accept my apology for the concern and frustration this situation caused. We appreciate the opportunity to respond to the concerns of our members, and we will ensure the BBB receives a copy of our written response to you. Upon receipt of your letter, I asked ****** *****, Senior Operations Analyst, to assist in researching your concerns. I understand *** ***** spoke with you on October 27. As *** ***** explained, Courtesy Pay is designed to cover small transactions that, if not covered by Courtesy Pay, would be declined. Each time a transaction over $5 is covered by Courtesy Pay, a $29 fee is incurred for using this service for accidental and occasional overdrafts. You elected to maintain your current Courtesy Pay election after a full explanation of the features and benefits of Courtesy Pay was provided to you. As a courtesy, the $29 fee that was incurred for the $14.99 transaction on October 25 was refunded to your checking account on October 27. The larger transaction you noted not paid is due to Courtesy Pay having a cumulative transaction limit each statement cycle that cannot be exceeded. For transactions greater than the undisclosed limit, or once the undisclosed Courtesy Pay limit is reached from previous transactions, Courtesy Pay will not cover any additional transactions until the next statement cycle. VyStar values your membership and we appreciate you giving us the opportunity to serve your financial needs and address your concerns. If you need any further assistance, please do not hesitate to contact *** ***** by calling (**** ******** or by email at ********************. Sincerely, ***** ** ******** President/CEO /alh C: ****** ******, Better Business Bureau of Northeast Florida **** *******, Chief Member Experience Officer 

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  For the past two months (September and October of 2021) Vystar Credit Union has falsely reported to the credit agencies that I am more than 30 days delinquent on an account, when in fact none of my current accounts are delinquent, nor have they been 30 days delinquent. This false reporting is adversely impacting my credit score because of poor business practice and mismanagement by Vystar. I have attached my main account page that shows all of my accounts are current. I have also attached a screenshot of my HELOC, where I made a payment in September and October.

  Business response

  11/05/2021

  See Attached.

  Business response

  11/16/2021

  See Attached.

  Customer response

  11/23/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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 as I have forwarded their written response to TransUnion. 

  Regards,

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

   

*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. ↩