ComplaintsforDelta Community Credit Union

• Initial Complaint

  12/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sat, Dec 16, 1pm. I called the ***** # to advise DECU that I never received my replacement **** Platinum card. The replacement refused to help me until I answered a bunch of personal questions about my account never asking why I was even calling. After she insisted I log in to get my account number (she had my social security number already), the system logged me out trying to online bank. She said to call back when I had my account number. I asked for a manager 6 times and she refused. This is the epitome of not providing customer service. I wasn't calling about my account but an overdue **** card replacement and she wouldn't even transfer me to the **** department. DECU has gone downhill in service. First my card was fraudulent used then DECU failed to replace it then customer service refused to help.

  

  Business response

  12/18/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ************** to the Better Business Bureau. Please know that we are always committed to providing responsive, conscientious service and do our best to resolve any concern in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving Ms. ****** comments, *****************, SVP of Branch Delivery and Operations, researched the issues noted in the complaint and spoke with ************* to apologize for the customer service she experienced. As a courtesy, we have expedited a new card to ************** which should arrive by December 20, per her request.
  
  *** provided ************** her direct contact information for any future inquiries or concerns. We once again apologize for her recent experience and appreciate her taking the time to speak with us. If ************** has further questions on this matter, she can reach *** directly at ************. Unless noted to the contrary, we consider this matter closed.
  
  Sincerely,
  
  Delta Community 

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm not liable for this debt with Delta community credit union.I do not a contact with this collection agency. They did not provide me with the original contract as requested.

  

  Business response

  12/19/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ****************** to the Better Business Bureau. We are always committed to providing conscientious, complete service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *******************, Manager of ******** Services, researched the issues ****************** noted in the complaint and subsequently attempted to speak with ****************** to address her concerns, as we have questions we need to ask ****************** before we research this matter further.
  
  We value Ms.******** ******** and look forward to speaking with her at her convenience. She may contact **** directly at ************.
  
  Sincerely,
  
  Delta Community 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My account number is *******. There were several $35 nsf charges for payments under $10.I think that's too high for under $10.With inflation, high gas, and just trying to make it in life. I'm the working poor and a single mom.

  

  Business response

  12/14/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by **************** to the Better Business Bureau. Please know that we are always committed to providing responsive, conscientious service and do our best to resolve any concern in a way that both considers the individuals needs and the interests of our broader membership.

  Upon receiving Ms. ******* comments, *****************, SVP of Branch Delivery and Operations, researched the issues noted in the complaint. *************** opened a prior Better Business Bureau case related to Courtesy Pay and NSF fees, and *** called **************** again to personally address her concerns and to explain what is causing the fees as well as how she can avoid them in the future.*** also advised **************** of a new Checking account product (SpendSafe) that we plan to roll out soon, which will not be subject to overdraft fees.
  

  As a courtesy and even though all fees were levied correctly during both instances and in accordance with the terms and conditions, we have refunded the recent fees to **************** as a last goodwill gesture and appreciation for her patronage. We advised **************** that we will be unable to make further exceptions in the future.

  *** provided **************** her direct contact information for any future inquiries or concerns and will follow up with **************** once the new product is available. If **************** has further questions on this matter, she can reach *** directly at ************. Unless noted to the contrary, we consider this matter closed.

  Sincerely,
  Delta Community 

  Customer response

  12/15/2023

   
  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

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON AUGUST 27, 2023 AN *****(#***********) WAS PLACED WITH ***'S WAREHOUSE ($225.91) THAT WAS NEVER RECEIVED TWO DAYS LATER AFTER THE ***** WAS PLACED. I CALLED ****************************************** TO INQUIRE ABOUT THE DELIVERY. AFTER THEIR INVESTIGATION, I TOLD THE CUSTOMER SERVICE REP TO REFUND THE ENTIRE DEAL WHICH ALSO INCLUDED AN UPGRADED MEMBERSHIP. I WAS TOLD TO WAIT BUT, I COULD CONTACT MEMBERSHIP. I CONTACTED MEMBERSHIP AND EXPLAINED WHAT HAPPENED AND THEY ISSUED A REFUND ($39.95). I WAITED FOR THE OTHER PART OF THE ***** AND IT NEVER CAME. I CONTACTED MY BANK, DCCU, *******, ** TO OPEN A DISPUTE. I WAS TOLD TO WAIT 2 WEEKS. I WAITED A MONTH. THEN I FILED THE PAPERWORK. I WAS REFUNDED $185.96 FROM MY BANK DCCU. ON NOV 28, 2023, DCCU ALLOWED ***'S CLUB ACCESS TO MY ACCOUNT WITHOUT PROPER NOTIFICATION OR PROOF FOR THEIR REBUTTAL AND CHARGE ME AGAIN $225.91. I CALLED DCCU AND ***** CLUB. I COMPLAINED OF THEIR UNJUST PROCEDURES AND PRACTICES. IN A COURT OF LAW YOU ARE ASKED FOR DOCUMENTS, A PAPERTRAIL. PAPERS ARE EXCHANGED FOR EXAM. BEFORE A JUDGEMENT IS RENDERED. TODAY ********, UNDER MY ACCOUNT IT IS STILL SHOWING Return initiated, AFTER THEY HAVE TAKEN THE MONEY TWICE. WHERE IS MY JUSTICE!!??

  

  Business response

  12/05/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by *************************** to the Better Business Bureau. We are always committed to providing responsive, conscientious service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *****************, Senior Vice President of Branch Delivery & Operations, researched the issues noted in the complaint and subsequently spoke with *************************** to personally address her concerns and clarify what all transpired with the transaction in question. *** explained to *************************** that the reason we reversed the provisional credit was simply because the merchant, **** Club, provided her with full compensation for the transaction. She directed **************** to the corresponding line items in her transaction history, and we believe this reconciliation addressed ****************** concerns.  
  
  We value ********************* business and appreciate her taking time to speak with us. If ************************** has any additional questions or concerns, she can reach *** directly at ************.
  
  Sincerely,
  Delta Community
  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint with Delta Community Credit Union is that the excessive overdraft fees from Oct 30 to Nov 7th have put us more in debt than the actual transactions that were processed and THAT IS RIDICULOUS!!! The total of transactions were $81.95 and given time to clear that with our direct deposit this week would be reasonable, but to add on an additional $175 from fees that occurred for amounts LESS than the fee is OUTRAGEOUS!!! How are families supposed to get out of debt and live paycheck to paycheck of the majority of the check is going towards FEES??its IMPOSSIBLE!!!

  

  Business response

  11/09/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ************** to the Better Business Bureau. We are always committed to providing prompt, conscientious service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, ***********************, Vice President of *********** &Knowledge Management, researched the issues noted in the complaint and subsequently attempted to speak with ************** to personally address her concerns and clarify why she was assessed the Courtesy Pay fees in question. As a courtesy to ************* and even though the fees were assessed properly, we have refunded the fees to her account. However, please know that Ms. ****** account remains subject to NSF fees.
  
  We value Ms.****** ******** and look forward to speaking with her at her earliest convenience to further clarify this matter and inform her of a new checking account type with a no overdraft/NSF feature that we will soon introduce. ************** can reach **** directly at ************.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to put a stop payment on an amount of $514.36.I called on Saturday 30th September ********************************************** I can call back tomorrow. I called back on Sunday 1st October and was told the same thing. When I called both days the money was still in my account and had not posted.I then called on Monday 2nd October 2023 and was advised I had to speak with a specialist and to call back later. I called back and spoke to a specialist who said they would send a form through my online banking for me to sign for the stop payment, I was told the sooner I do this the sooner I would get the funds back as they had posted at this time. I waited all day and never received a form to sign. I then called back on Tuesday 3rd and was told I had to call later again for a specialist. I asked to speak to a manager and when speaking with her I explained I noticed two charges for fees that were charged due to non sufficient funds but funds were available when I made the transaction. She agreed and said she would put in for me to get both fees back and I would receive a call back that day. She also said she would put in my complaint. I did not receive a call back and my fees were not reversed. I called again on Wednesday 4th October and asked to speak to a manager, she said she will put in the complaint and request again and could take one business days for a response I asked her to escalate as this was now getting ridiculous and Im not getting help. I had to explain my situation every time I called and was advised they do not take notes at their company so they don't know what the previous conversation was about. I was also told they don't communicate with other departments and can't see what was discussed there. I am also out of the country at the moment and not being able to put stop on this is causing me other issues plus it charges me Everytime I have to call Delta which is inconvenient for me. I need help with getting my issues resolved.

  

  Business response

  10/05/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by **************** to the Better Business Bureau. We are always committed to providing conscientious, complete service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, ***********************, VP of ************ researched the issues **************** noted in the complaint and subsequently spoke with her to address her concerns. **** refunded two fees that were recently assessed on her account and assured her that our staff is trained to enter note records on reported issues, so members do not have to repeat details in subsequent calls. *************** expressed appreciation of both ***** acknowledgement of the service failures she experienced and the actions he took to make amends. 
  
  We value Ms.******* ******** and look forward to serving her in the near future. If she has any additional questions or concerns, she may contact **** directly at ************.
  
  Sincerely,
  Delta Community
  
  

  Customer response

  10/11/2023

   
  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

  09/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with delta community credit union. I do not have a contract with this collection agency, they did not provide me with the original contract as i requested.

  

  Business response

  09/06/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ************** to the Better Business Bureau. We are always committed to providing conscientious, complete service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *******************, Manager of ******** Services, researched the issues ************** noted in the complaint and subsequently attempted to speak with ************** to address his concerns, as well as to offer a copy of the original loan agreement. Our records indicate our collections agency was in contact with ************** in September 2022 and attempted to assist him with making payment arrangements.
  
  Based on another review of the matter, the account in dispute is a legitimate debt owed to Delta Community. If ************** will contact us with the basis for believing the current account balance is not owed, the Credit Union will be glad to research this further. He may contact ******************* directly at ************.
  
  Sincerely,
  Delta Community
  
  

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently fell victim to scammers. As I was traveling, I found a fake card reader at a gas station after already have using the pump. I made a report regarding the situation. I realized a lot of unauthorized charges pending my account after the situation occurred. Delta was notified of this issue as my phone was also compromised. Doing all that I can do, I made a report to the *** as well as to delta. Delta refused to credit my account after making phone calls to the business which confirmed that my pin was entered. The victims have my pin information due to getting it from the fake card reader I found while traveling. Id appreciate for a proper resolution and my money back as this has taken a toll on me!

  

  Business response

  09/01/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ************** to the Better Business Bureau. We are always committed to providing responsive, conscientious service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *****************, SVP of Branch Delivery and Operations, researched the issues ************** noted in the complaint and subsequently spoke with ************** to address his concerns. Some of the transactions included in Mr. ****** claim are being processed through Visas chargeback process. Although we cannot guarantee ************** will be reimbursed for the transactions in question, we are happy to administer the chargeback process and update ************** accordingly.
  
  If ************** has any questions or concerns, he may contact *** directly at ************.
  
  Sincerely,
  Delta Community
  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Delta Community Credit Union. I don't have a contract with this collection agency. They did not provide me with the orginal contract requested

  

  Business response

  08/11/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ************** to the Better Business Bureau. We are always committed to providing conscientious, complete service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *******************************, AVP of Loan Performance and Analytics, researched the issues ************** noted in the complaint and subsequently attempted to speak with ************** to address his concerns as well as to offer another copy of the loan agreement. Our records indicate that we had been in touch with ************** previously on this matter and provided a copy of the loan agreement as he requested at that time.
  Based on another review of the matter, we continue to find that our actions in charging off the loan in question were proper and that our reporting of the loan loss is accurate and adherent to banking regulations. Although ************** did not elect to engage in a conversation with ******** when she called, he is welcome to follow up with her at ************ if he has additional questions beyond those we have already addressed in our past, comprehensive communications.
  

  Sincerely,
  
  Delta Community 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have to continually do *** verification from my home computer when logging into OLB . I have complained about this twice before only to receive lip service about how this is my computer. I call BS, this does not happen to any other websites including 5 other financial institutions, only Delta. I want it to stop or have the *** removed completely. Again today I have to jump through hoops to get into my OLB this has to stop. It is becoming prohibitive to do business with Delta!

  

  Business response

  07/24/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by ****************** to the Better Business Bureau. We are always committed to providing responsive, conscientious service and do our best to resolve complaints in a way that both considers the individuals needs and the interests of our broader membership.
  
  Upon receiving this complaint, *****************, Senior Vice President of Branch Delivery & Operations, researched the issues ****************** noted in the complaint and subsequently called to explain our regulatory obligation with multi-factor authentication and to offer further assistance in addressing her concerns. Under **** direction,specialists from our ****************** and *************** Services teams are actively working with ****************** to troubleshoot the issue by reviewing log-in activity and her device settings. We hope to resolve the matter or reach an acceptable alternative soon and will keep ****************** updated on our efforts.
  
  We value *********** business and appreciate her being a loyal member of Delta Community.
  
  Sincerely,
  Delta Community 

*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. ↩