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Complaint Details
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Initial Complaint
09/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I have done business with this credit union for over five years. I am being denied the right to make additional payments (Principal Only) to my GUCU Visa account. I pay my regular payments each month, where they take interest out of the payments I submit. I have instructed and requested them to take any additional monies and apply it to the principal balance to decrease my balance on the account. I have never been given any published policies or procedures from this credit union about apply any payment as a principal payment on a Visa account or Car loan. I have done the same thing many times on my car loan with GUCU. This credit union takes it upon itself to do what they want with the extra payments I send as principal without any regards to the request or instructions by the member. Recently on 9/15/2022, they returned my principal payments to my Visa account, and then deducted them from my checking account. Making the checking account over drafted, which they charge $35.00 each (called a courtesy payment by the credit union) until the account is funded again with my money (direct deposits). When my direct deposits which are all from the Federal Reserve (three each month) is sent to my credit union, they take their time in crediting the account, putting it as pending first. Therefore, if a transaction comes thru before they fund the account, they again charge me a $35.00 courtesy payment by the credit union, debit the account along with the overdraft fee. I have a limit with this credit union each month that varies the amount of overdraft coverage ($1,500 or more). I don’t mind the courtesy payment charges when it comes necessary for me to use it. I make my regular payments on time and in the amounts set monthly by the credit union. They refuse to allow me to make principal only payments to pay down the balance on my Visa account. I was allowed to do it with my car loan without any problems. I don’t understand why I cannot ask to have principal only payments.
Business response
09/21/2022
Thank you for bringing this to the attention of Georgia United Credit Union. Our Director of Deposit Services completed the research and spoke directly with our member on 9/20/22 to share more information and clarify our policies regarding payment processing for our different products (principal and interest). We will continue to work with our member in case of additional questions.Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I called all day on Monday 29th of November to speak with customer service representatives. I stayed on hold for an hour. I also left my number for a call back and never received one. I sent secure messages over the website I use to manage my account and got no response until this AM on 1 December 1, 2021, before 10AM. I problems was that my account showed a category for Federal Tax deduction from my account, and I ask for an explanation of what it meant and was for. This occurred months before and I sent a secure message to GUCU and never got a response. Secondly, I wanted to cancel a single payment transaction on the website under "online" activity" but it did not appear for me to do so, I have printed it out from my computer to show you. I should have been able to stop payment of this transaction thru the website if it were updated before 1 December 2021, which was schedule for online payment. Because I could not, I started calling GUCU customer service representatives. I never got a call back or help about anything until today. All I got repeatedly was I "apologize" and that just is not good enough for me. When a consumer trusts the banking institution, they are using to oversee their financial needs, they should be able to do so according to the services they have represented of themselves to the customer. I wanted that mortgage payment stopped far before December 1, 2021, and a simple explanation of what a "Federal Tax" deduction was on my viewing my checking account online. It took days to get that done. I am disappointed with the credit union and feel I must make others aware of the problems with this banking institutions misrepresentation of their services. I signed up for overdraft protection and do not mind paying the fees for your help as a bank but not if any of them are totally because of me.Business response
12/27/2021
Business Response /* (1000, 9, 2021/12/21) */ Thank you for contacting Georgia United Credit Union. We have spoken with the member in an attempt to resolve her concern. We appreciate the opportunity to assist our members. Thank you. Consumer Response /* (2000, 11, 2021/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The customer service rep finally called me an explained due to staffing problems as to the reason why I couldn't get my banking problems resolve. I did request that they do better in promptly responding back to the customer with delays by calling.
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