ComplaintsforVystar Credit Union

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dispute was done in August, numerous correspondence between the bank and dispute department. Was told if merchant didn't reply within 45 days my $632+ would be return. Numerous calls and a grievance filed and still no resolve. The merchant NEVER replied and the bank and dispute department can't tell me where my money is, nor why I don't have it back. Being I followed policy and the merchant NEVER REPLIED.

  Customer response

  10/22/2021

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

  complaint has been resolved, please close out complaint

  Business response

  11/04/2021

  See Attached.

  Business response

  11/04/2021

  November 4, 2021 ******* **** ****** ***** ***** ****** **** ***** ************* ** ***** Dear *** ******: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on October 20, 2021, which I understand you withdrew as resolved on October 22, 2021. Please accept my apology for the concern and frustration that prompted your complaint. 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 initial letter, I asked ****** ******, Operations Support Manager, to assist in researching your concerns. I understand *** ****** was able to speak with you and advised that the dispute had been escalated. I apologize that you were advised of a 45-day timeline for merchant response by the Disputes Department; however, that timeline was exceeded despite the merchant not responding. I am glad to hear that on the afternoon of October 20, we received the resolution for your dispute and my team was able to share with you the chargeback was accepted, your dispute was closed, and you would see the permanent credit for the dispute posted to your account the following day. 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 /*** C: ****** ******, Better Business Bureau of Northeast Florida & Southeast Atlantic **** *******, Chief Member Experience Officer 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improperly reported to credit bureau. Secured savings account not improving credit score as promised.

  Business response

  11/05/2021

  See Attached.

  Customer response

  11/06/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  The issue has not been resolved both of phone call and the letter did not change the fact that vystar reported to the credit Union and my credit score dropped by 68 points points. Also the phone call and the  Letter in my eyes are too are to belittle me. Vystar letter addresses reports from a year ago. My concerns where not about a year ago but a recent transaction.  Vistar reports what they want when they want and who they want to they do not report to all 4 credit bureau's and they do not report accurately. My credit score dropped because I made a payment On time not because I was late or not because I made the incorrect amount . Vystar  does this to keep your credit score down so then if you do apply for a loan to then they can charge you a higher interest rate I know other individuals that bank with Vystar with a lower credit  Score And they receive a loan in which I was told I dont qualify.   

  Regards,

  ***** ******

  Business response

  11/24/2021

  See Attached.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called and told vystar I did not make those charges on our cc but they choose not to check for fraud. Two weeks later there telling me it's fraud but instead of investigating it they close the account and want us to pay for it. That's not fair I did not run 4000 up on a 1500 and 500 dollar card. I want something to be done especially since a month ago there was still charges being put on cards.

  Business response

  11/05/2021

  See Attached.

  Business response

  11/05/2021

  November 5, 2021 ***** ****** **** *** ********** **** ** ************* ** ***** Dear *** ******: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on October 18. 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 only successful in reaching you by telephone on October 21 and you requested to speak at a later time. *** ***** attempted to call you several times subsequently; however, was unsuccessful in reaching you. Our records indicate you have one VyStar credit card. Based on our research, your credit card was overlimit due to multiple payments which were returned unpaid between February and April. The returned payments were submitted as electronic Automated Clearing House (ACH) payments through the credit card payment feature on our online platform. When the ACH payments were returned unpaid, the payment credits that were applied to your credit card were reversed. Due to the excessive number of returned payments, access to the online payment feature was disabled. A check payment was also returned unpaid. During the time that the payments were processing and prior to them returning unpaid, new purchases were made, resulting in the card being overlimit when the payment credits were reversed. No new charges have posted to the credit card since May 2021. Our records do not indicate any claims for unauthorized activity being submitted for your credit card account. Accordingly, you remain responsible for the balance due on the card including all fees and late charges. We appreciate you giving us the opportunity to address your concerns. If you need any further assistance or would like to provide us any additional information so that we can further research, 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

  10/04/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I gift card was issued by VY Star Credit Union with an expiration of 12/24. When I tried to activate the card it was closed due to non-activation for 12 months and they withdrew $5 per month so the balance is $0. I would like the card reactivated or the $25 reimbursed

  Business response

  10/19/2021

  See Attached.

  Business response

  10/19/2021

  October 19, 2021 ******** ***** ** ******** **** ******** ** ***** Dear *** *****: This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast Florida on October 4. Please accept my apology for the concern and frustration this situation may have caused you. 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 October 14. As *** ****** explained, per the gift card disclosure, the card is assessed a $5 fee per month after 12 consecutive months of inactivity. Since the card was never used, the fees depleted the balance in five months following the 12 months of inactivity. As a courtesy, we have sent a check for $25 to the address you provided in your BBB complaint. 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 /*** C: **** *******, Chief Member Experience Officer 

  Customer response

  10/21/2021

  [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. 

  Regards,

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

   

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempted to stop auto pay /remove bank acct being used to make monthly credit card payment on the Vystar website. Called Vystar on 09/09/2021 for technical assistance. Spoke to multiple Vystar reps who're unable to determine why acct cannot be removed /auto pay stopped. Called back on 09/13/2021, again spoke with multiples Vystar reps and a supervisor, all unable to resolve the issue. Supervisor offered to research and follow up same day with an update. I did not receive a follow up call or email. Called Vystar morning of 09/14/21, spoke with another rep who was unable to resolve the issue and showed no notes on the acct re: research of the issue in progress. Rep offered to do research resolution and agreed to follow up same day. I did not receive a call back or follow up email. Called Vystar back evening of 09/14; on hold 50+ mins. Supervisor recommended I call back next business day as office was preparing to close.

  Business response

  10/01/2021

  See Attached.

  Business response

  10/01/2021

  October 1, 2021
  ******** *******
  **** ** ********** ***** **** ****
  *********** ** *****
  Dear *** *******:
  This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast
  Florida on September 16. Please accept my apology for the concern and frustration 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 letter, I asked ****** *****, Senior Operations Analyst, to assist in researching
  your concerns. I understand *** ***** spoke with you on September 16. The cancellation of your
  recurring credit card payment through the **** * ****** ******* feature on our website was
  completed on September 14. We also cancelled your September 14 payment, upon your request. We
  provided training for the employees who failed to call back with an update and have updated our
  procedures to ensure our team knows the proper process in the future. I apologize for your negative
  experience when contacting us and thank you for your patience in getting this resolved.
  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 ***** ********.
  Sincerely,
  ***** ** ********
  President/CEO
  /***
  C: **** *******, Chief Member Experience Officer

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/04/21 I contacted VyStar Credit Union regarding money that was taken from my **** *** account and deposited into my Vystar account. I do not have my Vystar account linked to my **** *** account in any way.I talked to a rude customer service rep today and she advised me that there was a negative balance on the account. I was unaware of a negative balance by the bank and haven't used the account in about 2 months. The deposit shows it was deposited on 9/1/21 but the money was taken from my account today. I don't have a problem paying the negative balance off even though it wasn't brought to my attention, but due to Covid I have been low on funds and need the $100 that was taken away from my **** *** to get to work and buy groceries. In no way shape or form this is fair to me, it appears to me for someone to be able to take funds from an account that's not linked to them and place those funds to another account is fraudulent. I have proof that my account is not linked to Vystar.

  Business response

  09/21/2021

  See Attached.

  Business response

  09/21/2021

  September 21, 2021
  ********* *******
  ***** ******* ******** *****
  ************* ** *****
  Dear *** *******:
  This letter is in response to your complaint filed through the Better Business Bureau (BBB) of Northeast
  Florida on September 7. Please accept my apology for the concern and frustration 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 letter, I asked ****** *****, Senior Operations Analyst, to assist in researching
  your concerns. I understand *** ***** spoke with you on September 9 and 13. Due to the negative
  balance in your checking account caused by **** *** transactions, VyStar initiated seven internal
  issuer dispute claims to **** ***. Five of the disputes were denied and two permanent credits of $1000
  and $100 were credited to your account on September 1, from the merchant, **** ***. No further
  action has been taken by VyStar since September 1, and you remain responsible for the remaining
  negative balance in your checking account.
  I understand you already spoke with **** *** to inquire about your **** *** history and their method
  of issuing dispute credits. Any questions or concerns regarding their methods, your **** *** history,
  or anything regarding your **** *** should be handled directly through **** ***’s support. I am
  happy we were able to clear up any confusion surrounding your VyStar transactions on September 1
  and your **** *** history.
  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
  /***
  C: **** *******, Chief Member Experience Officer

*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. ↩