ComplaintsforDelta Community Credit Union

• Initial Complaint

  10/27/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This collection/chargeoff is more than two years old and not mines. DELTA CCU Account Number: XXXXXXXXX**** Please remove any inaccurate information that is affecting my credit report negatively.

  

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/11/02) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. *******'s complaint submitted to the Better Business Bureau. Please know that we are committed to providing superior customer service and apologize for any potential issues Ms. ******* may have experienced. Upon receiving Ms. *******'s complaint, Debbie Clayton, AVP of Deposit Services, researched the issues noted in the complaint. Debbie has made several attempts to speak with Ms. *******, and plans to continue to try to reach her, so we can review this matter with her and provide options to help resolve this to her satisfaction. We stand ready to review the situation further at her earliest convenience. She may contact Debbie Clayton directly at XXX-XXX-XXXX. Sincerely, Delta Community Credit Union

• Initial Complaint

  10/26/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/25/21 I received a letter in the mail stating that I was being charge a return item fee in the amount of $35. For an unpaid item that was never paid upon. I immediately called Delta Community Credit Union to see why I was being charged those fees, when they never paid out on any of the items. Delta Community explained that those were their fees if even if an attempt was made and an item was not paid. As a result of them abstracting $35 not once but three times. Caused one of my accounts to become negative. I been a loyal Delta Community Credit Union account holder for years, and always kept my account in good standings. I don't feel as if an account holder should be charged a fee for unpaid items if the items were never paid upon. I would like a full refund back to my account, or I will escalate this matter to the CEO of the company. While pursuing other means of repercussion. Thank you!

  

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/28) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. ********'s complaint submitted to the Better Business Bureau. Please know that we value Ms. ********'s business and are committed to providing all of our members exceptional service and value. Upon receiving Ms. ********'s complaint, Kasey B*****, AVP of Member Care, researched her concerns noted in the complaint. On October 26, 2021, Kasey spoke with Ms. ******** to explain our process for when a check or ACH draft is presented for payment and does not settle because there are not sufficient funds in the account. This ultimately leads to the item being rejected and fees assessed, which is common practice for financial institutions. As a courtesy to Ms. ******** and even though all fees were assessed in accordance with the Membership Savings Services Disclosures and Agreements, we have refunded the fees that were assessed to her account. If Ms. ******** has any questions or would like further assistance, she may contact Kasey B***** directly at XXX-XXX-XXXX. We appreciate the opportunity to be of service to Ms. ******** now and in the future. Unless noted to the contrary, we consider this matter closed. Sincerely, Delta Community Credit Union

• Initial Complaint

  10/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The Federal Trade Commission, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act. 1. DELTA COMMUNITY CREDIT bal. $753.00 Acct # ********

  

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/29) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. *******'s complaint submitted to the Better Business Bureau. Please know that we are committed to providing superior customer service and apologize for any potential issues Ms. ******* may have experienced. Upon receiving Ms. *******'s complaint, ****** *******, AVP of Deposit Services, researched the issues noted in the complaint. ****** has made several attempts to speak with Ms. *******, and plans to continue to try to reach her, so we can review this matter with her and take into consideration any new pertinent details she may be able to provide together with the findings from the prior disputes. We stand ready to review the situation further at her earliest convenience. She may contact ****** ******* directly at XXX-XXX-XXXX. Sincerely, Delta Community Credit Union

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Oct. 13th I tried to pay for a bill of $960.00 at Magnolia in Baxter Village with my Delta Debit Visa. Payment was denied after two tries. My Checking account at DCCU has a balance of $2,500.00 plus. My savings has a balance of $54,000.00 plus. I do not have any loans with DCCU. I called DCCU and was but on hold for over 20 minutes. I sent three text messages to Aisha VP of Card services in the past 24 hours no reply. I sent an email to ********** VP of Operations no reply. I do not have access to my money to use as I chose legally. I have tried for 24 hours for DCCU to address this issue. Monday Oct. 18, 2021 we leave on vacation and I cannot use my DCCU Visa for hotel, rental car, and vacation expenses. I am being ignored by DCCU. This is my money. This is the second time they have done this to me.

  

  Business response

  11/10/2021

  Business Response /* (1000, 7, 2021/10/28) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. ************** complaint submitted to the Better Business Bureau. We are always committed to providing superior customer service and are sorry to hear we fell short of Ms. ************** expectations. We very much value her business and are committed to providing Ms. ************ and all of our members the best support possible. Upon receiving Ms. ************** complaint, *********, SVP of Branch Delivery and Operations, has made several attempts to speak with Ms. ************ to address her concerns. Please know that we received confirmation that the new cards were successfully delivered on October 18, 2021 via FedEx. Also, we apologize for the difficulty Ms. ************ was having in reaching Aisha Khawaja who has provided support in the past and want to assure Ms. ************ her messages were not being ignored. Unfortunately, Aisha is out of the office without access to her phone. We value Ms. ************** business and stand ready to review the situation further at her earliest convenience. She may contact ********* directly at ************* Sincerely, Delta Community Credit Union

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My fiance is an account holder and I sent some funds to him via Zelle. The date was 9/30/21 and the amount is for $240. That transaction was not successful because your system was down. This transaction has given me so much stress and headache trying to get my funds back. My fiance called his bank and the teller advised him that I will be receiving the funds back in 3 to 5 days. It has now been over that time frame and still nothing

  

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/10/13) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. *****'s complaint submitted to the Better Business Bureau. Upon receiving Ms. *****'s complaint, Pam Davis, SVP of Branch Delivery and Operations, called Ms. ***** to address the issue noted in her complaint and left voicemails for her. As Ms. ***** shared, she is not a member of Delta Community herself. She was attempting to transfer money to someone else who is. We need the name of this member in order to fully research the inbound Zelle transaction and determine how it was dispositioned. We look forward to speaking with Ms. ***** and stand ready to review the situation further at her earliest convenience. Ms. ***** may contact Pam directly at XXX-XXX-XXXX. Sincerely, Delta Community Credit Union

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their card services department is utter dysfunctional rubbish and I am out 1000. because of their incompetence. Only today after months of their nonsense did anyone explain that I only had 60 days to file a complaint, which I could have easily filed within the 60 days had anyone told me. I have been flat out lied to by employees, they contradict each other, they even send poorly coded pdfs which just makes the whole process harder on the customer. The icing on the cake is learning the form letter I waited 2 months to get is a lie, there was no investigation because it was filed after the 60 day time limit that as previously mentioned nobody informed me of. Today the guy hung up on me while I was trying to cut through all their lies, seriously, that is the level of unprofessionalism they operate on. They have a clown car they need to clean out, and I can't even get an authentic apology for all the incompetence I have had to deal with.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/10/04) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Mr. ********'s complaint submitted to the Better Business Bureau. Please know that we value Mr. ********'s business and are committed to providing all of our members exceptional service and value. Upon receiving Mr. ********'s complaint, Pam Davis, SVP of Branch Delivery and Operations, researched his concerns noted in the complaint. On October 1, 2021, Pam spoke with Mr. ******** several times to clarify the procedures regarding the Visa chargeback process, and following those conversations we were able to come to an acceptable resolution for Mr. ********. If Mr. ******** has any questions or would like further assistance, he may contact Pam Davis directly at XXX-XXX-XXXX. We appreciate the opportunity to be of service to Mr. ******** now and in the future. Unless noted to the contrary, we consider this matter closed. Sincerely, Delta Community Credit Union

• Initial Complaint

  09/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delta community credit union stopped accepting 'regular' mortgage payments towards principle and interest before the 17th of the month and did not alert members. Now, all payments made before the 17th are considered 'principle only.' As a result, my next automatic payment was considered 'late' because I payed it before the 17th of the month and it was classified as 'principle only,' thus, did not count toward my monthly mortgage. Note that my automatic payments were set up to be 'regular' payments (meaning payments towards principle and interest).

  

  Business response

  09/22/2021

  Business Response /* (1000, 5, 2021/09/13) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. *******'s complaint submitted to the Better Business Bureau. Please know that we value Ms. *******'s business and are committed to providing all of our members exceptional service and value. Upon receiving Ms. *******'s complaint, **** Daugherty, AVP of Residential Lending, researched her concerns noted in the complaint. On September 10, 2021, **** spoke with Ms. ******* and discussed ways to reach her goal of reduced interest expense by making principal only payments via online banking throughout the month, as our system does not allow partial payments on first mortgage loans. Please know that this policy is disclosed in the applicable loan documents and on the monthly mortgage statement. If Ms. ******* has any questions or would like further assistance, she may contact **** Daugherty directly at XXX-XXX-XXXX. We appreciate the opportunity to be of service to Ms. ******* now and in the future. Unless noted to the contrary, we consider this matter closed. Sincerely, Delta Community Credit Union

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account was blindly charged off by Matthew ******** -cheif operating officer. I have spoken with this company several time about fraud and scams coming from my account. They have failed all across the board. I have never received correspondence about my account being in the negative. I've spoken with 3 reps and everyone says they don't know what my account was charged off for, This is unbelievable. They then told me they would have the collection agency call me I never authorized any company delta community to distribute my number or information to Drew eckle and Farnham collection agency never the less I've never received correspondence from the collection agency either. I've never had a large negative balance on my account and this predatory activity that delta community credit union is assisting in is diabolical. I there was fraudulant activity going on on my account and no one reached out to me I'm taking the company to court or these needs to be fixed immediately.

  

  Business response

  08/17/2021

  Business Response /* (1000, 5, 2021/08/06) */ Dear Better Business Bureau, Delta Community Credit Union appreciates the opportunity to respond to Ms. ****'s complaint submitted to the Better Business Bureau and to acknowledge the recent actions regarding the expulsion and closure of her account. Please know that Delta Community has a process to provide written, advanced notice when a member's account is subject to charge-off and closure along with detail on the conditions that need to be met to restore the account to good standing. Banking regulations govern when a financial institution must recognize a negative account as a loss, and our records show two emails were sent to Ms. **** in February followed by a letter via U.S. mail later that month. Upon receiving Ms. ****'s complaint, Debbie Clayton, Assistant Vice President of Deposit Services, researched Ms. ****'s concerns and spoke with her on August 4, 2021 to address her charged-off account. Ms. **** was advised that the Credit Union in its investigation did not identify any fraudulent activity on the account as referenced in her BBB communication; however, Debbie agreed to work with our ACH team to obtain an ACH Fraud Affidavit for three transactions that Ms. **** states are fraudulent. The ACH Affidavit will be processed once Ms. **** signs and returns it, and we should have a response to the fraud allegations within 10-15 days. We advised Ms. **** that this is one of the two options available to her to regain membership, and that ultimately the negative balance would need to be paid for us to open a new membership. Please also note that it is standard practice to refer outstanding charged off accounts to the Credit Union's third-party collection firm, ****, **** and ******* (DEF), an option we exercise per the Membership Savings Services Disclosures and Agreements, which was provided to Ms. **** at the time her membership was opened. As such, Ms. ****'s account was charged off due to a negative balance and subsequently turned over to DEF in March 2021. Following the account referral to DEF, DEF mailed a letter to the address on file and requested that Ms. **** contact them for repayment options. According to Ms. ****, she indicated that she never received any communications from the Credit Union or DEF. It is our desire to work with Ms. **** in an attempt to re-establish an account relationship with Delta Community. We plan to continue to work with Ms. **** regarding the disputed transactions and hope to have this matter resolved to her satisfaction in the coming weeks. If Ms. **** has any questions or concerns in the interim, she may contact Debbie Clayton directly at (XXX) XXX-XXXX. We appreciate the opportunity to be of service to Ms. **** now and in the future. Sincerely, Delta Community Credit Union

*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. ↩