Business Profile

Credit Union

Addition Financial Credit Union

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Complaints

This profile includes complaints for Addition Financial Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with 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.

Initial Complaint
Date:08/27/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I co-signed for my stepdaughters vehicle. She was making all her payments for years. During her pregnancy and almost at the end of the loan, only owing ***** she forgot to continue making payments, she said she had pregnancy brain and just did not notice since she was not getting any bills and it was around the same time she got her taxes. She stated she never got a phone call, bank states they called multiple times and she probably didn't answer numbers she didn't recognize. Ok, fine. They not once reached out to me. They had my address and phone number. If they had I could have easily paid the payment to ensure it did not affect my credit. I called had a lengthy conversation with an associate and she agreed, no they did not notify me, and she doesn't know why that happened. I assumed after our conversation as she said she would note that I wanted this removed from my credit that it was taken care of. I had not noticed it on my reports after this. Recently applied for a loan and was denied due to repossession. Following that repossession my stepdaughter immediately paid off the entire car loan and got the car back. Addition Financial should have contacted me so I had the opportunity to fix this. I want this blemish removed from my credit reports immediately. My credit is excellent, and I pay all my bills on time. I have worked very hard to keep my credit clean. This is not right, and Addition should fix this.
Business Response
Date: 09/16/2024
09/16/2024    VIA Electronic Mail
                                Better Business Bureau of Central Florida, Inc.
                                **********************************
                                ********,FL 32750

                                RE:        *******************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding *********************, **** ************) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** reviewed Ms. ************ concerns to ensure that she was treated properly by the Credit Union.

In her complaint, ************************** noted that a repossession loan was listed on her credit bureau report. Following an investigation by the Credit Union, a change of address was made on the account,and notices as well as certified mail were sent to the updated address as of June 2020. Telephone calls to the number on file went unanswered.

Collections has requested that the three credit bureaus update the credit reports for both ************************** and the co-owner to reflect a zero balance, as the repossession balance has been paid in full and the vehicle redeemed. Please note that it may take up to 60 days for the credit bureaus to update their records.

We hope ************************** is satisfied with this resolution. ************************* may reach out to the Credit Unions ************** at ************** if she has any additional questions.

Regards,

****************
Addition Financial
************************************************************
********************************
Customer Answer
Date: 09/17/2024

Complaint: 22203749

I am rejecting this response because: There was already a zero-balance listed on credit reports. It was unacceptable to suddenly find my number after the vehicle was repossessed and it still shows as a repossession on my credit report. You literally contacted me after the fact. I had a membership there and my account was linked to the car loan. Just because the address was changed does not excuse you from contacting the other party involved. This has really hurt my credit. Such a small amount was owed on the loan it could have been avoided. This is a very bad practice, and everyone should be aware this is how you conduct business.
Sincerely,

*******************************
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/12 approximately $3,045.00 of our money saved in our checking and savings accounts at ********************** Fi was fraudulently stolen and spent. The transactions happened sequentially and within 5-6 hours without the banks fraud department sending any notifications of fraudulent activity. Our bank account was fully drained by 2 individuals in possession of copies our debit card. The bank was informed of the fraudulent charges by us as soon as we were made aware of the activity on our account. The bank has denied our fraud claims with insufficient evidence and has left us with a negative balance in our bank account.
Customer Answer
Date: 09/03/2024
Additionally, the individual assigned to me fraud claimed, *******. Refused multiple times to allow me to speak with supervisors. Her claim was that is not how it works and that all the supervisors were in a meeting that would last all day. I also asked for her employee ID number and she claimed not to have one. When speaking with other employees in the company they did provide employee IDs. ******* also refused to provide a last name, which I understood as this is why employees tend to have ID numbers instead to protect their identity. Ultimately after 2 weeks of me pursuing clarity on my denial she was proven inaccurate in her initial assessment and did refund our funds. I am however still interested in a response from Addition Fi about their overall handling of this situation and specifically the behavior of ******* from the fraud/digital services department.

Business Response
Date: 09/03/2024
09/03/2024        VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************************
                        ********, ** 32750

                        RE:       ***********************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ************************* (******************) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** reviewed Ms. ******* concerns to ensure that she was treated properly by the Credit Union.

In her complaint, **************** notes that her debit card account experienced several fraudulent transactions. The Credit Union conducted an investigation into these transactions and has now credited the amounts of the claims back to Ms.******* Addition Financial account.

We hope **************** is satisfied with this outcome and we look forward to continuing to serve **************** as a valued member of Addition Financial. **************** may reach out to the Credit Unions ************** at ************** if she has any additional questions or concerns.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
*****************************************
************************************
Initial Complaint
Date:08/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I am extremely upset and disappointed. I received a letter in the mail stating I owe a late fee of $25.33. I have been a loyal customer and have made every payment on time. I submitted this payment on 8/1/24, well within the 10 ***** ******* The payment did not clear until August 6th, 1 day after the ***** ******* The website did not state when I submitted my payment that there was a chance it would be late, the website did not state that I should call in to make the payment and that additional options were available to me. I do not understand how a loyal customer like me who has never missed a payment and submitted the payment within the ***** ****** is going to be treated like this when addition did not conduct their due diligence in making me aware of the potential options. This is not my fault, if addition has an issue with the processing time they can contact ****** not me. I will NOT be paying the late fee and I am requesting it be removed. I will continue to contact until this is resolved in my favor and will resort to the attorney general and CFPB is necessary. I am extremely upset by this and if I had the opportunity I would switch lenders after this experience. This is deplorable customer service. The website also states that if the payment was submitted it would take 1-3 business days to process meaning that at the latest this should have cleared on August 5th. Additionally, my time 10 ***** ****** has two weekends in it, which eliminates 4 days of the 10 ***** ****** which is in no way fair to consumers who only have 1 weekend in their ***** ******* I am just so sickened by this.
Business Response
Date: 08/29/2024
08/29/2024        VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************************
                        ********, ** 32750

                        RE:       *********************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding *************************** (****************) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** reviewed ************** concerns to ensure that he was treated properly by the Credit Union.

In his complaint, ************** notes that a payment he made through Addition Financials online banking platform arrived at its intended destination later than anticipated. The delayed payment resulted in a late fee. The Credit Union has refunded the late fee to ************** account.

We hope ************** is satisfied with this outcome and we look forward to continuing to serve ************** as a valued member of Addition Financial. ************** may reach out to the Credit Unions ************** at ************** if he has any additional questions or concerns.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
*****************************************
************************************
Customer Answer
Date: 08/29/2024

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,
Initial Complaint
Date:08/10/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
08/09/2024 - Received a call at 8:11am from Addition Financial Credit Union that my credit card account is delinquent. Needs to be resolved. I Spoke via phone call through phone number ************** with the contact center manager user id: 1203, name: **** who worked at call center since 2011 at 1:25pm that same day. website: ****************************************** Addition Financial Credit Union website went through a digital migration process. This Wiped out all my automatic payments from my user accounts, old payment history and existing payments gone before May 2024 and blocked external accounts from paying ********************** card and other bills.So late fees, cash advance fees and other fees were added to my account because the ********************** card could be payed. They do not want to add the external account back. This is preventing me from paying my bills and they are refusing to Refund me and waive late fees and cash advances fees. Due to there huge negligence with the migration process(comparable to Cyber Security Crowdstrike worldwide incident im sure this has affected serval users if not all account holders) wiping my automatic payments and blocking my external account from paying bills. The manager said we notified several of our customers that this change was taking place online. This system change and migration wiped out automatic payments setup from account, making my account and im sure several other accounts delinquent. ********************** will not re-add my external account unless I pay them over the phone or at a bank institution.Huge penalty should be fined to this Addition Financial Credit Union , if account holders live outside the *** or wont be back in the *** for sometime.How does this get resolved?? How does the delinquencies get resolved, they are going to report to the Credit bureau when its there system failed in the migration process. please investigate this Digital migration process that took place between July and August 2024 please investigate.
Business Response
Date: 08/23/2024
08/23/2024       VIA Electronic Mail
                                Better Business Bureau of Central Florida, Inc.
                                **********************************
                                ********,FL 32750

                                RE:         *******************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ************************* **** ********)correspondence regarding Addition Financial Credit Union (Addition Financialor Credit Union). Addition Financials **************** has reviewed Mr. ******** concerns to ensure that he was treated properly by the Credit Union.

In his complaint, ***************** states that he incurred several late fees and other costs due to automatic bill payments instructions not automatically transferring to the Credit Unions new online banking platform. However,Addition Financial reviewed Mr. ******** account history and determined that ****************** had been delinquent in making required credit card account payments in prior months. Thus, it was determined that the online banking conversion was not the reason for Mr. ******** late payments. It is also the responsibility of each member to ensure that automatic bill payment instructions are correct and that all required payments are successfully transmitted.

Thus, Addition Financial is unable to reimburse any fees or provide any other compensation to ******************. The Credit Union appreciates Mr. ******** business and hopes to be able to assist him in the future. ****************** may contact me directly at ************************************ or ************ if he has any additional questions or concerns regarding his complaint.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
******************************************************************************
**************
************************************
Customer Answer
Date: 08/23/2024

Complaint: 22123203

I am rejecting this response because:
Complaint: 22123203

they explained the issue with the late fees, but they have not explained why my automatic payments stopped paying my credit card. Late fees do not explain delinquency on my line of credit.
My account was adjusted to make the proper automatic payments over the phone and I payed eveything in full over the phone with the agent and everything was resolved over the phone. We may have to check call records and do an audit what was discussed via phone call and how my account was setup before the digital migration was done.

Fast forward one month or two months now.
i logged into my account and my automatic accounts with the payments I made over the phone were wiped out and my external account blocked from paying my credit card. The system went through a migration and there login process and eveything changed and I had to setup eveything from the beginning like I was a new user in my own account. I should not have to be punished for this poor execution of system migration and update. This migration should have mapped everything back how it was and my automatic payments would still be in place. Poor poor execution!

They have placed a delinquency on my line of credit which I never in all my history have had a late payment because I have an everything set to automatic.

IF the late fees are not going to be addressed.i would like to have the delinquency that was reported on my line do credit expunged and removed from my records.deducted 50 to 51 points added back to my line of credit. due to Their failure to addition financial properly informing customers of system data migration and the implications it could have impacted on each persons account which caused my automatic payments to be wiped out and my external account blocked from paying my credit card.

Again if my late fees cannot be reimbursed due blocking my external account and wiping out my automatic payments. I would like to have the report on my line of credit expunged and removed from my credit history.
Once I have some ownership or commitment to one of these terms from Additional Financial.I will gladly discuss further in phone call with additional financial counselor.

I can be contacted via phone call or text ************.

Sincerely,

*******************************
Business Response
Date: 09/13/2024
09/13/2024       VIA Electronic Mail
                                Better Business Bureau of Central Florida, Inc.
                                **************************
                                ********,FL 32750

                                RE:         ******** *******, Case # ********

Dear BBB Consumer Affairs Representative:
Addition Financial Credit Union (Addition Financial or Credit Union) have an update regarding ******** ******** **** ********) correspondence to resolve his complaint. Addition Financials **************** conducted additional research and determined that the error was on our part.

We have refunded the fees and submitted a request to the credit bureau to remove the 30-day delinquent reporting from Mr. ******** credit report. We apologize for the frustration and poor experience Mr. ******** encountered before this resolution."

The Credit Union appreciate Mr. ******** membership and hope to be able to assist him in the future.

****************
Addition Financial
*****************************************
**************
**********************************************************
Customer Answer
Date: 09/20/2024

Complaint: 22123203

I am rejecting this response because:
1) i would like to know an estimated business time period in which the refunds for the Late FEES will be credited for or time frame I can expect the credit?
2) the estimated business time Ill see this false report about being 30-day delinquent removed from all my credit history involving Equifax, Experian, and TransUnion?
3) How soon can I see my credit HISTORY returning back to great standing or better?? I will NEED services provided from ADDITIONAL Financial to improve this CREDIT DAMAGE inflicted on my CREDIT history.
4) Id like to know what ACTION PLAN will be done moving forward regarding how my account was handled and how it will be handled in the future and others like MYSELF. It was NOT handled correctly from the beginning as a customer with my GREAT to EXCELLENT history.
5) I NO longer want **** the call center manager handling my calls or escalations or any issues directly. Id like to SPEAK to who he REPORTS to Directly or whoever is a ABOVE him.
Looking forward to your response.
thank you.
Sincerely,

******** *******
Business Response
Date: 09/26/2024
1) i would like to know an estimated business time period in which the refunds for the Late FEES will be credited for or time frame I can expect the credit?
Response: Mr. ******** credit card was credited on 9/12/2024 for $80.00, and this transaction can be viewed in his Online Banking.
2) the estimated business time Ill see this false report about being 30-day delinquent removed from all my credit history involving Equifax, Experian, and TransUnion?
Response: Credit bureaus typically take 30 to 60 days to update a credit report after receiving new information.
3) How soon can I see my credit HISTORY returning back to great standing or better?? I will NEED services.
provided from ADDITIONAL Financial to improve this CREDIT DAMAGE inflicted on my CREDIT history.
Response: Credit bureaus typically take 30 to 60 days to update a credit report after receiving new information.
4) Id like to know what ACTION PLAN will be done moving forward regarding how my account was handled and how it will be handled in the future and others like MYSELF. It was NOT handled correctly from the beginning as a customer with my GREAT to EXCELLENT history.
Response: Mr. ******* currently does not have autopay set up on his credit card. He can set up auto-pay through Online Banking, by calling us at ************ option 4, or by visiting any branch.
We understand Mr. ******* frustration and recognize that this was not the level of member service or outcome he was hoping for. We sincerely apologize for any inconvenience this has caused. We value his feedback and look forward to continuing to serve him.
Customer Answer
Date: 10/04/2024

Complaint: 22123203

I am rejecting this response because:

1) i would like to know an estimated business time period in which the refunds for the Late FEES will be credited for or time frame I can expect the credit?
Response: Mr. ******** credit card was credited on 9/12/2024 for $80.00, and this transaction can be viewed in his Online Banking.

******* Response: i see credit that was added to my account based on the screen shots(please see Screen Shots)

2) the estimated business time Ill see this false report about being 30-day delinquent removed from all my credit history involving Equifax, Experian, and TransUnion?
Response: Credit bureaus typically take 30 to 60 days to update a credit report after receiving new information.

******* Response: I will continue to monitor this on all 3 Credit bureaus Equifax, Experian, and TransUnion.

3) How soon can I see my credit HISTORY returning back to great standing or better?? I will NEED services.
provided from ADDITIONAL Financial to improve this CREDIT DAMAGE inflicted on my CREDIT history.
Response: Credit bureaus typically take 30 to 60 days to update a credit report after receiving new information.

******* Response: This response is not complete, you still have not OFFERED ME ANY FREE SERVICES for this inconvenience. You only answered the first part of the question which was a repeat question leading to FREE SERVICES that i ought to be given for FREE for this huge inconvenience. I had to delay home shopping for over 2-3 months and getting prequalified because of this HUGE ERROR now my home is finally on sale i have to move out 21st October 2024, HUGE HUGE INCONVIENCE.

4) Id like to know what ACTION PLAN will be done moving forward regarding how my account was handled and how it will be handled in the future and others like MYSELF. It was NOT handled correctly from the beginning as a customer with my GREAT to EXCELLENT history.
Response: Mr. ******* currently does not have autopay set up on his credit card. He can set up auto-pay through Online Banking, by calling us at ************ option 4, or by visiting any branch.
We understand Mr. ******* frustration and recognize that this was not the level of member service or outcome he was hoping for. We sincerely apologize for any inconvenience this has caused. We value his feedback and look forward to continuing to serve him.

******* Response: These are the kind of FALSE, INACCURATE and UNTRUE ERRORS that were being reported From Addition Financial! that you just NOW did and NOW THIS is documented in our communication through the Better Business Bureau. I have Auto Pay setup and it has payed the account since this started and is setup for minimum payment( please see screen shots). These Auto payments as dated in the screen shot have been setup since 08/28/2024 and these auto payments are NOT slated to STOP or END until 04/04/2025. So you reviewed my account and have NOW FALSELY AND INACCURATELY REVIEWED MY ACCOUNT AS NOT HAVING AUTOPAY SETUP.

I will need direct Communication with a regional manager or VP at this point. I can NO LONGER TOLERATE these discrepancies.

Sincerely,

******** *******
Initial Complaint
Date:08/01/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with addition financial CU. I don't have a contract with the contract with addition financial CU, LP, they did not provide me with original contract as I requested.
Business Response
Date: 08/12/2024
08/12/2024       VIA Electronic Mail
                                Better Business Bureau of Central Florida, Inc.
                                **********************************
                                ********,FL 32750

                                RE:         *****************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding *********************** ************* correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Mr. ******** concerns to ensure that he was treated properly by the Credit Union.

In his complaint, ***************** noted that he has no liability for a debt being reported by the Credit Union and requested that his credit bureau report be corrected. However, a review of the Credit Unions records indicate that Mr. ******** Addition Financial loan status is being accurately reported to the credit bureau.   Since submitting his complaint, ****************** has visited an Addition Financial branch and had constructive discussions with the branch staff. The Credit Union appreciates Mr. ******** business and hopes to be able to assist him in the future.

****************** may contact me directly at ************************************ or ************ if he has any additional questions or concerns regarding his complaint.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
******************************************************************************
**************
************************************
Initial Complaint
Date:07/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Additions Financial has completely and totally screwed up my online banking and bill paying account. ********************************************** has ERASED ALL RECORDS OF MY PAYEES. I HAVE NO PAYEES IN MY ACCOUNT RECORDS AT ALL. ADDITIONS FINANCIAL HAS ERASED ALL OF MY PAYMENT HISTORY. I HAVE NO PAYMENT HISTORY WHATSOEVER, AND CANNOT SEE EVEN THE ***** THAT I PAID LAST WEEK!!! Who the blank do you people are to be erasing the records of the businesses that I have to pay every month and to erase the records of my payments, even the records of the payments made in the last year, even the records of the payments made last week. Now, I am expected to spend HOURS retyping in the names, addresses, phone numbers and account numbers of all of my payees. I have NO way to look up the payments that I have already made to any payees. YOU ERASED ALL OF MY RECORDS!!! AND APPARENTLY, YOU ERASED EVERYONE'S RECORDS. WHO THE **** DO YOU PEOPLE THINK YOU ARE TO ERASE OUR RECORDS? When you changed bill paying systems, you had a responsibility to transfer all of this information to the new system. This was your responsibility. This is not cool. This is not cool at all. I am filing a formal complaint against your company. You need to restore my payee information immediately and you also need to restore my payments records information immediately, and you need to do this for all of your customers immediately. This game of erasing all past account information is NOT acceptable. You are also charging us money for paper statements while you pull this garbage. Not acceptable at all.
Business Response
Date: 08/05/2024
08/05/2024        VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************************
                        ********, ** 32750

                        RE:       *************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ****************** (Ms. ********** correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ********* concerns to ensure that she was treated properly by the Credit Union.

In her complaint, ******************** expressed displeasure that the payees she set up for bill payment in her online banking had to be resubmitted. Fortunately, the payees were successfully reinstated by ********************. The Credit Union apologize to ******************** for this inconvenience. ******************** may reach out to the Credit Unions ************** at ************** for any additional online banking assistance.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
*****************************************
*************
************************************
Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am disputing all the late payments due to never receiving the bills. I was switch to electronic billing and never giving user name and password collection department harassment after 15 days of being late and also I was told that I needed education on how there policy works. Horrible customer service I have asked several times to send me billing over mail. The customer service manager needs training and supervisor they are horrible at customer service and hate there job. They do not want to resolve escalation and when you ask for there manager they say they do not have to provide that information. I want my bills sent to me or log in they still have not provided account number. This ********************************************* needs help and the website is stuck in 2010.
Business Response
Date: 07/02/2024
07/02/2024 VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************************
                        ********, FL 32750

                        RE:       ***************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ********************* (Mr. ********* correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Mr. ******** concerns to ensure that he was treated properly by the Credit Union.

***************** previously obtained an automobile loan from Addition Financial. In his complaint,****************** expresses frustration with the processes available for making his loan payments. The Credit Unions records indicate that ****************** has submitted several late payments and that he is currently delinquent in repaying his loan. The Credit Union is unable to provide the refund requested by ******************. ****************** should reach out to the Credit Unions ************** at ************** or visit any of Addition Financials twenty-six branches if he wishes to bring his loan current.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
******************************************************************************
************
************************************
Initial Complaint
Date:06/13/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was paid up currently on my auto loan on January 2024. I got laid off on my job on Febuary 2024. I regained employment at the end of April 2024. I was paying ****** dollars a month on the auto loan. Before I got laid off. I just want to make my loan current and pay any fees I have accessed and definitely want to keep my car. I have paid on time and I have attached a calendar through credit karma showing my perfect payment history up till then. But for the bank to be rude and just tell me no we wont accept your money in full to get the loan current is a big slap in my face. My mother banked for over 30 to 40 years with the bank. Please I need a higher up or a Manager to please help me out. I have 5 kids and my elderly great grandmother to take to her dr ************* Once again please help me someone higher up with addition financial.
Business Response
Date: 06/27/2024
06/27/2024        VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************************
                        ********, ** 32750

                        RE:       ***************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ******************** (Mr. ********** correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Mr. ********* concerns to ensure that he was treated properly by the Credit Union.

In his complaint, ******************** notes that he obtained an automobile loan from Addition Financial, fell behind in making his monthly loan payments, and would like to bring his loan payments current. However, Credit Union employees were unsuccessful in contacting ******************** for a period from January 5, 2024 until April 29, 2024. ******************** only contacted the Credit Union after the vehicle that serves as security for the loan was assigned for repossession. ******************* may reach out to the Credit Unions ************** at ************** if he wishes to either surrender his vehicle or pay off the principal balance owed on his loan.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
*************************************br>*******************
*************
************************************
Initial Complaint
Date:06/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had solar panels installed by a company who has since filed for bankruptcy, Vision Solar. The financing of the solar panels was through Sunlight Financial, and Addition Financial is responsible for the collection of payments. I am being charged by Addition Financial to pay additional monies in connection with the 'contract' with Vision Solar; however, the installed solar panels are not producing. I am paying for a product which is not working. I have requested several times to both companies to assist me in the process of removing the non-functioning solar panels. In both occasions, both Sunlight Financial and Addition Financial are not assisting me with this problem. Rather I am being held accountable to continue to pay for non-producing solar panels. I have attempted to have a secondary solar provider facilitate the service of these panels, yet no solar company in my area is willing to assist, as the company which originated the installation is no longer in business. I have requested to have these removed from my property and cease all further financial/legal obligations. Both Sunlight Financial and Addition Financial are not responsive and are not providing me with any alternative solutions. I am requesting assistance to dissolve this financial 'relationship' as soon as possible. Thank you.
Business Response
Date: 06/14/2024
06/14/2024         VIA Electronic Mail
                                Better Business Bureau of Central Florida, Inc.
                                **********************************************
                                ********, ** 32750

                                RE:          *******************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding Ms. ******************** (Ms. *******) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ******* concerns to ensure that she was treated properly by the Credit Union.

Ms.******* complaint related to the functionality of a solar energy system purchased by Ms. ******* The solar energy system transaction described in the complaint was negotiated by Sunlight Financial, LLC, (Sunlight), who retained Vision Solar, LLC (Installer) to install the system.

Please note that the Credit Union is a financial institution that served solely as the lender in the transaction that is the subject of Ms. ******* complaint.Addition Financial has never had any contact with the Installer and does not have any control over the systems performance. The Credit Union would be happy to discuss loan repayment options with Ms. ******* However, any issues with the solar system or its performance should be addressed to either the Installer or Sunlight.
We look forward to continuing to serve Ms. ****** as a valued member of Addition Financial. I invite Ms. ****** to contact me directly at ************************************ or ************ to discuss this matter in more detail.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
******************************************************************************
*************
************************************
Initial Complaint
Date:05/29/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Addition Financial is the company that I got a loan with for my solar panels. I have paid for almost 2 years. When I go to the website and sign on it sends me to a savings account. I do not bank with this company at all. The balance on the savings account shows the amount that I started the loan with, not showing what I should be owing by now after 28 payments. I called May 29, 24 9:22am tried to request access to my loan and account. They asked me all the person questioning but wouldnt give me access to my accounts on line. When I asked why I am not able to see in my account all the information that a loan should give me like account balance, payments, be able to make payments, interest, and make a payment. I have no way to make a payment nor able to see my accounts. They have made it so hard to know what is going on with my loan or make a payment. Please help me get access to my account and have all information that a loan should have at my fingertips like all the loans out there. I have loans with my credit union and in my accounts it shows balance, interest, payments, and make a payment. Why does this company hide all this from you? Under the truth in lending act (Regulation Z) its a federal law that protects us by ensuring transparent accurate related disclosure. And the **** requires lenders to provide borrowers with clear information about the loan terms, including interest, payments, total cost. They have not done so nor allowed me access to my loan. I have no information on this loan at all.
Business Response
Date: 06/10/2024

06/10/2024        VIA Electronic Mail
                        Better Business Bureau of Central Florida, Inc.
                        **********************************
                        ********, FL 32750

                        RE:       *************************, Case # ********

Dear BBB Consumer Affairs Representative:
Thank you for forwarding ********************** (Ms. *********) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ********* concerns to ensure that she was treated properly by the Credit Union.

In her complaint, ******************** notes that she was unable to access Addition Financials online banking platform to view the details of a loan she obtained from the Credit Union. It appears that Ms. ********* access was temporarily denied due to security precautions. Addition Financial employees have now provided ******************** with instructions on accessing the details of her loan through our online banking platform.

We hope ******************** is satisfied with this outcome and we look forward to continuing to serve ******************** as a valued member of Addition Financial. ******************** may reach out to the Credit Unions ************** at ************** if she needs additional assistance accessing her account.

Regards,
***

********************************, Assistant General Counsel
Addition Financial
******************************************************************************
*************
************************************
Customer Answer
Date: 06/25/2024

Complaint: 21774495

I am rejecting this response because:

Sincerely,

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

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Addition Financial Credit Union is NOT a BBB Accredited Business.