Complaints

This profile includes complaints for Delta Community Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Delta Community Credit Union

  3250 Riverwood Pkwy SE Atlanta, GA 30339-6419

  
• 

  Delta Community Credit Union

  3250 Riverwood Pkwy Se # 100 Atlanta, GA 30339-6420

  

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:06/20/2023

  Type:Product 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 June 17, 2023 at 9:48a.m. on Saturday morning I went to the *** at Delta Community bank on ******************** in ****************** to make a deposit of ****** into my checking account. When making the deposit my money got stuck in the *** machine and a message appeared on the screen as cancelled. It did not give me a receipt, nor did it give me my money back. I went inside and spoke to a guy at the front desk and informed him what happened. He stated he was a manager, and no one was there to assist me in this matter. He gave me a form (dispute form) to fill out and said that he would submit it right now and that my funds will be deposited in my bank TODAY!(same day). I informed him that I need those funds as soon as possible for my livelihood and the funds had to be in my acct to use my bank card. I waited for hours and hours and still no deposit. i called the customer service line and spoke with a ******** and she called the Delta Comm Credit union on *****************. and was told something totally different by the manager who spoke with me. I didnt appreciate him lying to me just to get me to leave. i have been with this credit union since **************************************************** and my family hardship even worse than what it was. i am requesting my funds ASAP and this shouldnt have come to where i had to report them to the BBB...but someone needed to hear my emergency request!

  

  Business Response

  Date: 06/21/2023

  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, reached out to ****************** personally to apologize for any frustration we may have caused with regard to the issue she experienced with our ATM at the ****************** branch. *** issued ****************** credit for the amount in question and explained that there was an error with the cash handler component on the machine, which resulted in her not receiving proper credit for the transaction.
  
  We believe ****************** was satisfied with Pams explanation and commitment to apply lessons learned from this situation in our employee training programs. Unless ****************** expresses the need for additional information or follow up, we consider this case closed.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:05/12/2023

  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.

  We have been twenty year plus customers of Delta Community Credit Union and typically have over $100,000 on deposit. We had a small auto loan, $7,100. We changed insurers when a friend opened his agency. We listed Delta Community Credit Union as the lienholder and sent copies of the insurance card to DCCU, as required. DCCU then repeatedly threatened ** with a charge of $1,272.00 for additional collateral protection insurance, plus interest and fees. Delta confirmed they had received the insurance card we sent via their secure communications. Mind you, we cover the entirety of the car and a $3 million personal liability insurance policy for less than DCCU tried to charge to cover their interest of $7,100. In addition, DCCU confirms the language of the loan agreement provides for DCCU to take any amounts due from my other accounts. In sum, Delta Community Credit Union was deceptive and attempted fraud by charging exorbitant rates for coverage that was not required or needed for any exposure. Delta Community Credit Union has become an unresponsive behemoth, unaccountable, dishonest, and cruel to the Delta employees that DCCU ostensibly serves. Filing complaints with the **** in addition to trying to let consumers know what this thing has turned into.

  

  Business Response

  Date: 05/15/2023

  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, *****************, our Chief Lending Officer, reached out to ****************** personally to apologize for any frustration we may have caused with regard to collateral protection insurance (CPI). *** acknowledged that we could have handled this situation better given Mr. ******** longtime patronage and excellent account history. The discussion also allowed ** to explain the underlying rationale for CPI and how the program is designed to protect the collective financial interests of the Credit Unions membership as a whole.
  
  We believe ****************** was satisfied with Bobs explanation and commitment to apply lessons learned from this situation in our employee training programs. Unless ****************** expresses the need for additional information or follow up, we consider this case closed.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:05/09/2023

  Type:Customer Service 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.

  My mother (****************************************** 9/23/55) has been a customer of ********************************************* for many years. She called to add me to her accounts multiple times and finally was emailed the appropriate paperwork for her to mail in order to add me to the account. We followed all instructions provided. Delta Community never added me to the account as requested, nor did they contact ** with a reason why. My mother passed away approximately two weeks after we mailed in the signed documents. They have lost the dated paperwork and are now saying there is nothing they can do. This is illegal not to adhere to the account holders wishes. The submitted paperwork needs to be found and examined, then my name added to the account. I have tried calling multiple times and I get disconnected or transferred. The customer service is terrible and very difficult to deal with during this emotional time. I have asked to speak to supervisors and never get transferred. The representatives refuse to assist.

  

  Business Response

  Date: 05/10/2023

  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.
  
  *****************, Senior Vice President of Branch Delivery and Operations, reached out to **************** to express her condolences for the loss of her mother and addressed the concerns raised in the complaint. We were able to resolve all of the issues, and it is our understanding that she is satisfied with our support and willingness to help.
  
  If *************** has further questions or would like to discuss this matter further, she is welcome to contact *** directly at ************. Unless noted to the contrary,we consider this matter fully resolved.
  
  Sincerely,
  Delta Community 

  Customer Answer

  Date: 05/10/2023

   
  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. Thank you *** for your amazing and courteous handling of the matter. I greatly appreciate your prompt response. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/24/2023

  Type:Product 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, ***************************, entered a consumer credit transaction with Delta Community Credit Union on August 9th, 2021. This credit transaction involved a down payment of ***** dollars ,but should be no cash involved in ANY consumer credit transaction. There was also a finance charge involved in my transaction, that finance charge does not include cash. 15 usc **** Which states that a finance charge is the sum of all charges. Finance charge is also supposed to include car insurance but Delta Community Credit Union made me get insurance separately. Delta Community Credit Union did not inform me on my right to rescind my signature 15 usc ****. Delta Community willingly and knowinglly withheld this information to me which makes them criminally and civilly liable. 15 usc ****.

  

  Business Response

  Date: 04/25/2023

  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.
  
  Please know that the Credit Unions **************** is aware of Mr. ******** concerns and is in receipt of three letters that he has previously sent to the Credit Union regarding these same claims. The Credit Union has responded to all three of Mr. ******** prior letters and consider this matter closed. We advised him that we have researched his claims under the Truth in Lending Act (TILA) as well as other various provisions of Regulation Z and did not find any evidence of any violations or anything else that would require further action or investigation on our part.   
  
  If ***************** has further questions or would like to discuss this matter further, he is welcome to contact the Credit Unions Corporate **************** directly at ************.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:04/01/2023

  Type:Product 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.

  This bank continues to charge overdraft fees, even when the transaction goes through the same day. They refuse to let me unenroll from the overdraft fee program as well.

  

  Business Response

  Date: 04/05/2023

  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.
  
  *************************,Vice President of Branch Delivery, 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 $35 NSF fee in question. As a courtesy to ********************** and even though the fee was assessed in accordance with the Membership Agreement, we have refunded the fee 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 ************. Unless noted to the contrary, we consider this matter closed.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:03/30/2023

  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.

  DELTA COMMUNITY CREDIT UNION ENGAGED IN UNFAIR BUSINESS PRACTICE ACT WITH REFUSED TO ********** "ZELLE" ACCOUNT DUE TO UNFOUNDED ALLIGATION BY PERSON UNKNOWN WHOM TRIED TO SCAM ACCOUNT STATING THAT FUNDS ($100) SENT TO ME OVER 8 MONTHS AGO BY ***** FARGO CUSTOMER FROM ANOTHER PERSON WHOM REQUESTED HOME INSPECTOR . ATERWARDS THEY STATED THAT SERVICES WERE NEVER PROVIDER INWHICH IS UNTRUE..I WENT TO ***** FARGO (3/30/23) IN PERSON AND ***** FARGO REP STATED THAT THEY HAVE NO RECORD OR REASON TO SUSPEND ZELLE..INWHICH I DO NOT BANK WITH WELL FARGO..."DELTA CU" CONTINUE TO GIVE ME THE RUN AROUND NOT TO ********** ZELLE ...THERE WAS NEVER ANY FRAUD COMMITTED ...UNKNOWN PERSON TRYED TO SCAM MY ACCOUNT AND OUR BUSINESS AFTER WORK WAS COMPLETED...

  

  Business Response

  Date: 03/31/2023

  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.
  
  *****************,Senior Vice President of Branch Delivery and Operations researched the issues noted in the complaint and subsequently attempted to speak with ***************** to personally address his concerns and clarify the issue he is experiencing with transacting through Zelle. As a courtesy to ******************, we have unrestricted his Zelle account and requested from our Zelle administrator that the account remain in an active status.
  
  We value Mr. ******** business and look forward to speaking with him at his convenience to further clarify this matter. ****************** can reach ***************** directly at ************.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:02/16/2023

  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.

  As of 2/10/23 I have been unable to access my card controls on both my wife's and my debit cards on either the Delta Community Credit Union app, or their webpage. This caused me to be late paying a bill as I could not unlock my debit card for ecommerce when the website for the bill had an issue using the routing number. I have talked to Delta Community on several occasions and all I get is a run around. I have also put through a ticket with Delta Community that they claim is resolved and closed, yet I am still unable to access my card controls due to the error with the app and website they have not fixed. It has been a full week and I still don't have full access to my card controls. These controls are necessary as they protect my cards from getting hacked, but they have to work to be useful.

  

  Business Response

  Date: 02/24/2023

  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.
  
  *****************,Senior Vice President of Branch Delivery and Operations researched the issues noted in the complaint and subsequently spoke with ******************** to personally address his concerns and clarify why he has not been able to access card controls within online banking. *** apologized to ******************** for the inconvenience and explained that we are working to resolve the issue. *** shared with ******************** how we can assist him with adjusting card controls until the issue is fully resolved.
  
  We value Mr. ********* business and sincerely apologize for any inconvenience this matter has caused him. If ******************** has further questions, he can reach ***************** directly at ************.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:02/05/2023

  Type:Product 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 just did this now I'm redoing it for whatever reason..I rented a Penske truck August 12th 2021 when I got to the Penske truck dealer in ******** the main hub they couldn't find the key so they told me to come back 4 hours later well I had already swiped my Delta Community debit card when I returned to get the truck nearly 4 hours later I use my *********** card. I returned the truck on the 13th come to find out they debited my Delta community debit card, and my ***********.. Charging me twice I have given them the paperwork three different times at the ********** Branch to the dispute department and they reverse the charges then they reverse them again this is unacceptable I will not accept anything less than refund in my money you've damaged my credit you've hired a lawyer they're calling harassing me. I went again and got another copy of proof that they used both cards now straighten this out get off your a** and give me my money $175.75 plus the damages for damage in my credit this is why I close my account at Delta Community credit Union because theyre dispute department are incompetent human beings!!! if you can't tell that I've been charged twice because you know it came off my Delta card and here's the proof of the *********** again!!!! Fix my credit you damaged I will be pursuing damages and neglect on your part but you will refund my $175.75 ASAP in form of a check sent to the address that's listed ridiculous!!!

  

  Business Response

  Date: 02/07/2023

  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.
  
  *****************,Senior Vice President of Branch Delivery and Operations researched the issues noted in the complaint and spoke with ********************** to personally address her concerns and clarify any potential misunderstanding with regard to her dispute. After reviewing the case further and in the interest of a resolution,we have credited ********************** for the transaction in question.
  
  If ********************* has further questions, she can reach ***************** directly at ************. Unless noted to the contrary, we consider this matter resolved.
  
  Sincerely,
  Delta Community 

• Initial Complaint

  Date:02/01/2023

  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.

  Im a victim of identity theft and fraud. I reported suspicious activity on my account and the company totally disregarded the serious issue when I reported it and that cause over a month of back and forth calling them for answers and help. Once I was able to get through and understand what was going on, they immediately told me that I had to replace funds that was taken from me because I logged into my online account around the time that the activity happened. How else do I suppose to report fraudulent activity if I dont log in to catch it? They sure didnt reach out to alert me of any fraud. So, here I am being accused of scamming myself. One of the agents told me that since the card was used at an ATM with the correct Pin, i am now responsible. The Bank sent my PIN NUMBER IN THE MAIL WITH THE ***** I just recently found out that they do this. Which automatically put every client in jeopardy of fraud. My first card was issued in the branch so I had no ideal anything like this would or could ever happen. My account was compromised on December 6th. I didnt receive an answer until January 10th with no resolution and Im stuck to pay back of my own money. Nothing was taken from the bank because I caught it in time. Whoever did this, took from me! Not them!

  

  Business Response

  Date: 02/03/2023

  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.
  
  *****************,Senior Vice President of Branch Delivery and Operations researched the issues noted in the complaint and subsequently reached out to ************** to personally address her concerns and clarify any potential misunderstanding with regard to her fraud case. After reviewing the case further, we discovered a few items that needed additional evaluation, which led to the decision to honor the original fraud claim. We have reimbursed ************** and refunded the associated fees that were assessed.
  
  We value *************** business and appreciate her bringing these concerns to our attention. If ************** has further questions, she can reach ***************** directly at ************. Unless noted to the contrary, we consider this matter fully resolved.
  
  Sincerely,
  Delta Community 

  Customer Answer

  Date: 02/03/2023

   
  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,
  
  Jacquanise *****

• Initial Complaint

  Date:01/28/2023

  Type:Product 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.

  Any and all funds go back to me

  

  Business Response

  Date: 02/13/2023

  Dear Better Business Bureau,
  
  Delta Community Credit Union appreciates the opportunity to respond to the complaint submitted by *************************** to the Better Business Bureau (BBB). 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.
  
  We were aware of Ms. ********* concerns prior to her filing with the BBB. She reached out to the Credit Union in late December when her checking account became overdrawn. She subsequently contacted the Georgia ********************************* (GDB&F), and the GDB&F referred her to *******************************, our Chief Operating Officer. *************************** continues to raise two issues: 1) She believes more dollars were withdrawn from her checking account than she spent in November and December following a deposit of $10,014.36 on November 25, 2022; and 2) Funds were transferred from her savings account automatically to settle transactions when the balance in the checking account was insufficient to clear the presenting item. When she deposited the large check on November 25, she immediately transferred $5,000 over from checking to savings through our online banking platform. *************************** initially spoke with staff at one of our branches in **************.The staff later involved *********************, Assistant Vice President of Branch Delivery, as ******************** became angry and verbally hostile while onsite. *** discussed both issues with ********************. He reviewed the transaction history on the account and explained that savings accounts are linked to checking for overdraft purposes as disclosed in Delta Communitys membership agreement and account terms and conditions. ******************** did not identify any unauthorized or fraudulent transactions when asked. She simply believed that she could not have spent what was deducted.
  
  ******* offered to go through her transaction history on an item-by-item basis after the GDB&F put her in contact with him on January 26. He researched the account and documented 202 transactions between November 25 and January 17 totaling $15,015.60 along with 39 merchant refunds and credits totaling $4,209.70. ******************** still questioned the accuracy of this information.
  
  ******* ultimately reversed $315 in fees from her account and absorbed the resulting negative principal balance of $626.94 as a Credit Union loss. He also agreed as a courtesy to refrain from turning over the charged-off amount to a collections agency or reporting it as a deposit loss as is standard protocol in the financial services industry. Ms. ********* accounts were effectively closed on February 1, 2023, as she had requested in December and again in January. (It is important to note Ms. ********* checking account was in an overdrawn position when the large deposit was made on November 25, so the figures above do not reconcile to the charged-off amount as a result.)
  
  We consider this matter fully addressed, and ******************** will receive a letter from Delta Community that again outlines our findings and includes account statements with itemized transactions. If she has further questions, she can contact ******* at ************.
  
  Sincerely,
  Delta Community
  
  
  

  Customer Answer

  Date: 03/07/2023

  I would like a chance to respond to Delta with a little bit more information. As I have proceeded to go further with the situation, I have more information to provide to the BBB but I would like for it to be public as well. Mr. ******************************* never offered to sit down with me and go over anything. I asked could we have a meeting in his office and he said we could do it over the phone he wanted me to send in my information to him that I have in front of me but he did not want to share what he has in front of him. And to be fair, I do believe it is internal. I am not the only one who has had this problem with money, disappearing from their account. And yes, I did go overdrawn several times last year which I had never done before? But when I wanted to talk about that, no one wanted to speak to me about it. I have several screenshots of my money, disappearing, right in front of my eyes me calling and yes, I did get a right on the phone because my money was disappearing, and I couldnt pay my bills. I have lost everything because of this. Most of my business, my home, my car, everything! No one was willing to help me at the bank that credit union. however, I have proceeded to move forward in my actions to be vindicated and hopefully get something in return if its just not my problem, my dignity myself respect back. The The only thing that they would tell me on the phone was that something had been pending one thing cost me to lose about $5000 makes no sense makes no sense and its awful funny I come up with $1000 on paper and he posts on your comments that is **** and something dollars? Thats why I believe its internal and thats why I will continue to pursue this until somebody tells me otherwise I have screenshots I have my bank statements I had taken pictures from other phones so they couldnt go back and change it and I did it anyway, I have proof of the changes as well, thank you very much for listening and allowing me to tell you my side of the story if you would like I can give you any proof that I have. I hope you have a blessed and wonderful day.

  

  Business Response

  Date: 03/08/2023

  Dear Better Business Bureau,
  
  As a not-for-profit, member-owned financial cooperative, Delta Community operates with a consumer-focused, service-oriented mission. We strive to deliver superior support and value on essential banking services. When service issues arise, we are responsive and make every effort to resolve any concern to the members satisfaction. Unfortunately, there are instances when we cannot deliver on a members desired outcome without infringing on our obligation to the broader membership.
  
  We have acted in good faith to address Ms. ********* complaint, and senior management has put forth many hours to both research her account and talk her through the transaction history. ******************** continues to reject our detailed explanations, which are substantiated by her itemized monthly account statements from November 2022 to January 2023.
  
  Here again are the key points of her complaint and our findings.  
  
  ******************** deposited insurance proceeds totaling $10,014.36 on November 25, 2022. Her checking account had a negative balance of $200.22 at the time, and the deposit covered this amount and brought the account current with a balance of $9,814.14. ******************** then transferred $5,000 to her savings account though online banking.
  

  From November 25 through December 31, ******************** had 202 transactions totaling $15,015.60 on her checking account that depleted the funds in checking as well as savings. ******************** never reported any of these transactions as potentially fraudulent or unauthorized. Both *********************, our Assistant Vice President of Branch Delivery, and *******************************, our Chief Operating Officer, asked ******************** on separate occasions if she was aware of any erroneous charges on her account when her complaint was escalated to them. ******************** did not identify any suspicious transactions. She simply asserted that she did not believe she spent that much and that more was withdrawn than should have been.
  

  ******************** questions Delta Communitys right to transfer funds from savings to checking to settle authorized incoming items when her checking balance was insufficient. Savings and checking are automatically linked at account opening for overdraft purposes as a means to save members inconvenience and/or the loss of service from a vendor if a payment is declined. We disclose this practice in our account services agreement that members receive and must acknowledge during the application process. Members may request to have the accounts unlinked via a written request.
  

  ******* set up a time to discuss his research and findings by phone since ******************** mentioned that she would have to take time off from work to meet in person. ******* subsequently offered to meet ******************** in person; however, she wanted ******* to show her in our core account system prior records of pending **** debit card holds that result in a difference between Available and Current Balance. This step is unnecessary when a thorough review of the transaction history is more direct and yields a similar result. Many of the purchases that ******************** authorized were on her **** debit card and completed as online or signature-based transactions, not PIN-based. If sufficient funds are available in the account, the transaction is authorized and the funds are placed on hold, meaning they are deducted from the Available Balance. Online and signature-based transactions are then routed over the **** network and can take several business days to settle. Consumers can avoid the potential confusion and timing differences with Available and Current Balance by maintaining a register of their transactions and regularly reconciling the account.
  

  ******* reversed $315 in fees and charged-off a negative balance of $626.94 to bring Ms. ********* account to a zero balance. The charge-off was recorded as a loss to Delta Communitys full membership. Additionally, ******* agreed to refrain from reporting the charge-off to ************* Services or Deluxe Detect and from submitting it to collection in accordance with normal operating procedures. ******************** wrote in an email to ******* on February 1 that the proposal you offered in writing will suffice.
  
  ******************** mentions in her subsequent filing with the Better Business Bureau that she has moved. We will be glad to resend copies of the November, December and January statements with the itemized transaction history if ******************** provides a current address. Given the sensitive nature of these documents, we want to ensure that they reach her.
  
  If ******************* has further questions, she can contact ******* at ************.
  
  Delta Community Credit Union