Complaints

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:06/06/2023

  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.

  Bill pay is late for payments, this new shotty bill pay is taking up to 21 day for payment to post to pay my gas bill, this has happened twice in 2023, and I am being threatened and charged late fees. I pay the bill with 2 weeks time to post and still the check do not get to the payee, the last payment was sent on 5/19 and has not been received as of 6/6. Their bill pay is a joke as the check is being mailed to ******** not international and they can not get it delivered in `10 days. I am being stuck with late fees thanks to Georgias Own Bill ****

  

  Business Response

  Date: 07/11/2023

  Thank you for giving Georgias Own Credit Union the opportunity to  respond, we will research the matter and reach out to the member. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20152241
  
  I am rejecting this response because:

  
  The issue was not resolved.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/02/2023

  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.

  My name is *************************, I am emailing you today in regards to a matter dealing with my bank account checking ending in ****. I have been trying my hardest as a single mother of two to get my hard earned money back from an incident that occurred in March in which money was taken out of my account. Upon disputing each transaction. The fraud department mailed me out notifications stating that I was granted my money back from each transaction after an investigation was done. I never received my funds back into my account. I patiently waited for weeks that turned into months to no avail as my funds were not placed back into my account. After having my debit card taken from me from Georgia's ******** and saying that I can not receive another for six months, I decided to call the helpline to try to get an understanding as to what was going on. I was transferred to the fraud department. The fraud department explained to me "********************, your funds were granted back to you, your bank declined to give you your funds back." I was extremely confused at this point. After hanging up with the fraud department, I called back to speak to member services. I was put on hold and transferred five times before speaking to a live agent. The agent I spoke with advised me that my funds were not dispersed because of the ******************* The agent stated I will transfer. I went back and forth this way for hours. I stayed on the phone with Georgia's ******** a total of six hours for 3 days in a row. Still to no avail. I was finally sent to a supervisor where she stated that my case was deemed fraud not by the fraud department but by my bank Georgia's ********. I had no clue how this could even be possible. The supervisor also stated that I would not receive my funds. I let her know I would be getting legal actions involved. She stated that it was fine and let me know if my lawyer wanted to call the number I called back that was fine. All of this was said to me with a very rude and unconcerned voice. I broke down to her on the phone and asked why please explain why I was chosen to have so much taken from me. "There was nothing she could do ********************" is what was said. I have been patient and I have been a loyal member since becoming a member of Georgia's ********. I am now at the point where I am coming to you for help before I go to the next step of reaching out for help from my lawyer. I need my money. I am a single mother of two kids ages 5 and 1.

  

  Business Response

  Date: 06/07/2023

  Thank you for giving Georgias Own Credit Union the opportunity to respond.   We will contact ******************** once our internal investigation is complete.

• Initial Complaint

  Date:05/31/2023

  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.

  I got a boat loan in September of 2022. I have been paying online using bank acct and routing info for free. In May 2023 I went to make a payment and they starting charging $8.00 with a $2,500 limit. I wanted to pay the loan off - $13,570 owed on the loan. It would have cost me $56.00 just in fees so I called Georgia's Own on 5/15/23 and spoke to a gentleman who said do a online bank pay from your bank (PNC). On 5/15/23 I did an online bill pay and it said it would be delivered no later than 5/24. On 5/25/23 I called and they said they didn't know where the check was, they would research and call me back. This woman also told me a manager could have waivied the $2,500 cap so it would have only cost me $8.00. She has yet to call me back. Called again on 5/27 spoke to the same man as 5/15 who said they didn't have the check. I asked to $13,721.76. Went home and pulled up my account and the deposit was there and said I had access to $1,225.00 and the rest would clear by 6/1. I moved the $1,225.00 to my boat loan. Checked today, 5/31 and they moved back $1,990.00 and kept the rest and applied it to interest of $121.00. I tried to transfer it back and it now said my account is not eligable for transfers!!!!!! I want my interest waived from 5/15, fees removed, and my BOAT PAID OFF. I have all documentation to prove this. There hold times to speak to someone is 30+ minutes and if you are on hold too long it transfers you to a department that can't help you. I have waisted countless hours trying to pay off a loan that they don't want me to payoff so they can keep charging interest.

  

  Business Response

  Date: 06/07/2023

  Thank you for giving Georgias Own Credit Union the opportunity to respond.   Our ************************ reached out to ******************** to discuss the matter.
  We apologize for the miscommunication that **********.   

  Customer Answer

  Date: 06/07/2023

  Yes, they have reached out and we are still working on it

  

  Business Response

  Date: 07/11/2023

  ******************** has the direct contact information for our Director of the ************** is she has any additional questions we can assist her with. 

  Customer Answer

  Date: 07/11/2023

  After almost a month they finally took the money I had sent and paid off the loan. My complaint has been satified but I will never use them again. The customer service is poor, hold times are over an hour, and the service reps are uniformed.

• Initial Complaint

  Date:04/27/2023

  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.

  4/27/2023.35$ over draft fee wrongful used. This keeps happening and they are ok with stealing. They can't not take money before I actually overdraft.

  

  Business Response

  Date: 05/01/2023

  Thank you for giving Georgias Own Credit Union the opportunity to respond.
  Our Vice President of ****** Services and our Director of ****** Relations have both spoken with *********************   We consider this matter closed. 

• Initial Complaint

  Date:04/26/2023

  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.

  Last week I received a call from Georgia's Own Credit Union stating they believed there was fraudulent activity on my acct. I checked my acct while I was on the phone w/them and I did indeed have a $100.00 fraudulent charge. The gentlemen stated he would file a report and reverse the fraudulent charge. I called and checked on it a couple of days later and they had no record of a claim being filed so they filed another one and I was told it could take up to 4 weeks for it to be resolved. Well...I called today to check on the status of my claim and the lady said there was no record of one being filed! I once again went through the process of requesting that the transaction be reversed. I don't understand why there is no record of a claim being filed and how come they allowed the charge to go from pending to being posted since they alerted me of the fraudulent charge and I confirmed it!

  

  Business Response

  Date: 05/04/2023

  Thank you for giving Georgia's Own Credit Union the opportunity to respond.    We have reached out to ******************** for additional information. 

• Initial Complaint

  Date:04/21/2023

  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 4/11/2023 GOCU charged me 3 overdraft charges of $35.00 each, on the day BEFORE date of 3 scheduled payments on the day my pending (clearly shown) social security check is deposited. These are preditory charges, which after a fight were reversed but every scheduled bill payment is deducted the day before for no reason than opportunity for extortion and they cannot be legal. For me, my ss check shows pending for several days and cu has my money and is making $$ on it. I was not allowed to speak to manager, was told my phone number wasn't valid and then disconnected. I sent complaint on cu website and received a very dismissive response just confirming fee reversals without addressing my concerns.

  

  Business Response

  Date: 05/31/2023

  Thank you for allowing Georgias Own Credit Union to respond.  As a courtesy on 4-14-2023 we refunded Ms.********** *****   ********************** has the ability to choose the dates she would like her payments sent within our bill payment platform.  We appreciate Ms. ********** being one of Georgias Own and look forward answering any additional questions she may have. 

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 19967082
  
  I am rejecting this response because:

  Although these charges were reversed, GOCU continues to deduct payments made through their bill pay platform the day before specified pay date and 3 days before a Monday pay date. This is a new practice for them, surely creating revenue and should be illegal.  Also, my social security payment sits in queue as "pending" for several days and hits my account at midnight before deposit date and I should be able to make payments due on that day but GOCU processes scheduled payments FOR THE NEXT DAY BEFORE the deposit giving them the opportunity to charge these overdraft fees as well as earning yet more revenue. Again, this  should be illegal; everyone I know on social security has access to their money as soon as their financial institution  receives it.

  This response only refers to action in response to my personal incident but not the preditory practices. Ir has been referred to NCUA and the Georgia ********************************* and they have referred me to the Federal trade Commission. GOCU has seeming black listed my account now as when trying to contact anyone on the phone, they just throw me back into que, request for supervisor's ignored, and I have been told by automated voice rhat my phone number doesn't exist so they disconnect me and if I do get a verbal commitment for a call back, it has only happened once and that was to tell me that they would not approve a request to change the type of personal loan that I already have because of high credit card balances. They issued the existing loan 6 months ago and my circumstances haven't changed. I didn't request any additional funds,  I have a high average credit score with not one late payment. I'm put through the ringer with security questions, including the date I opened my account 20 years ago (as well as previous addresses) when i retired and there was some modicum of respect.

  Now I have to pay bills through individual web sites and apparently will have to change my financial institutions. So no, this is not an acceptable response.

  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/07/2023

  Thank you for giving Georgias Credit Union the opportunity to respond.   Our Director of ****** Services has spoken with ********************** and explained how the bill payment platform works.  She has a direct contact information to the Director if she has any additional questions.   We consider the matter closed.  

• Initial Complaint

  Date:03/04/2023

  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.

  Can never link card to anything. The apps have never worked. I keep getting a card lock and fraud reports 24/7. And there's no customer service. Can't link to any banks and it work properly. If it does link its a fraud detection and my card is back locked. Will be lookout for a new bank soon if issues aren't resolved. Also you have to go to the bank for literally anything cause nothing works for them. Websites apps phone numbers. Nothing. ******** own is garbage and I would never recommend

  

  Business Response

  Date: 03/14/2023

  Georgias Own appreciates the opportunity to respond.   We will contact Mr. ***** once our internal investigation is complete.
  Thank you, 

• Initial Complaint

  Date:02/15/2023

  Type:Billing 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.

  I've been a customer with ********************** For over 6 years. March of 2022, I fell on hard times due to the Covid 19 virus and I missed a payment on my credit card. After explaining the incident to the company, they refuse to reversal the late payment. Even though I know they are in direct violation of the Heroes and the Cares Act instituted by President ****** I've since have not missed a payment and have set up automatic payments. All I am seeking is for the company to do what's fair and equitable to me as the consumer and reverse the late payment.

  

  Business Response

  Date: 02/16/2023

  Georgias Own appreciates the opportunity to respond to **************** complaint.   We will contact ************ once our internal investigation is complete.
  Thank you, 

  Customer Answer

  Date: 02/16/2023

   
  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

  Date:02/13/2023

  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 paid off my Boat loan 10/14/2022 and still have not received my title. I've visited the local branch where I paid the loan off at, called **** number multiple times (Can never get an actual person after being on hold 45 minutes to an hour each time), and still no title 4 months later.... I'm unable to get help much less an answer as to why and what to do next. *** has terrible customer service. I'd like some help getting my title asap.

  

  Business Response

  Date: 02/16/2023

  Georgia's Own Collateral Team reached out to ******************* and explained the process to obtain a title from the DNR.   The team lead provided a direct extension if ******************** needs further assistance on this matter.   We apologize for the inconvenience this caused.   Thank you. 

• Initial Complaint

  Date:02/06/2023

  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.

  I am continuously having fraud performed on my **** Debit card by Apple.Com. I have no account which would require EFT draft and I do NOT make purchases through Apple. I had $60 fraud in December 2022, and on Friday February 3, 2023 I noticed $-469 overdraft on my checking acoount. My paycheck had just hit the night before and when I realized my balance was incorrect, I went into the banking center. They encouraged me a second time to just block the **** card, reissue but leave my account open. This is gross negligence in my opinion on behalf of Georgia's Own, because I should've been alerted by the fraud department about the multiple EFT transactions within a ***** hour period. I've decided to close my banking relationship and establish the checking elsewhere, but I feel provisional credit should've been immediately given. I have not been able to pay my rent as a result. There's obviously a security breach in the check card files which they're not making the client aware of. I need an explaination!!!

  

  Business Response

  Date: 02/16/2023

  Georgias Own appreciates the opportunity to respond to ************* complaint.   We will contact ************* once our internal investigation is complete.
  Thank you,