ComplaintsforGeo Vista Credit Union

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I became a bank member with an account and 2 kids account in 2018. I never really liked their online banking because I was never told you have to make a despoit or the account would disappear online and go inactive but you still could deposit money. I was not very active with my kid's accounts because they are kids. My kids love that they get a birthday card with money each birthday. My son noticed that he didn't get one in 2022. So in December I was at the bank making a deposit and the lady told me I had a bad address. She did not tell me that I was being charged for the passed 2 years. My daughter nor I were getting returned mail so it had to be a mistake because we all three have the same address. The lady said she doesn't know just that the mailman returned it for some reason. That is not my problem. I never had a bad address and they failed to let me know that they were charging my son 5 dollars a month. I didn't notice this unless yesterday when I was adding money in his account. I have been very active in his account this year than ever before. They have taken $30 from my son and if I didn't ask about that birthday card I still would have no idea. I was greeting the statements. The charge was never there and I only saw total and interest. How can they do this to a child's account? They told me since it has been two years they can refund the money and that I need to pay more attention. I'm sorry but yall need to pay more attention to the fact that if one account is getting the flagged and the other 2 are not because they are linked to me than something must not be right. It is all about money to them. They charge $2 here and $1 here. It's ridiculous. I just want his money back because that is not right. The bank agreed that it was a glitch and the fair thing is to give fees back that should not have been taken in the first place. It was their mistake and they need to make it right. I do not need to submit any documents because ****** ** ****** looked at them

  Business response

  08/09/2023

  
  Ref:  BBB Complaint ID ********
  To whom it may concern,
  Our member submitted a member experience complaint regarding the bad address fees assessed to her child’s account for previous years. Our member did not realize that she received no statements for her child until the child missed the birthday greeting. During a visit to our branch in December of 2022 the discrepancy was corrected, but fees were not addressed, and Mrs. ****** did not realize the charges until later.
  We reviewed the account in question. The account had a bad address flag. Accounts are flagged when mail is returned to us as undeliverable. Returned account statements do not cross reference a household address. Once the account is marked with a bad address, a quarterly fee of $5 is assessed until the address is corrected. We do our best to remind members periodically through various communication channels to review and update their contact information.
  The child’s account incurred quarterly fees from September 2021 through September 2022, a total of $30. Mrs. ****** just recently disputed the fees, past the error reporting and resolution period.
  Savings account have quarterly statements unless the account has any electronic fund transfer activity (EFT). A month with EFT activity will produce a statement to allow our members quick review and timely error resolution. When a member does not receive their periodic statement, it should prompt an immediate inquiry with us.
  Our membership and account agreement, including our rate and fee schedule, discloses applicable rules and procedures governing the account. One can find the information regarding account inactivity, periodic statements, and error resolution instructions. Disclosures are provided at account opening and anytime a member requests the information.
  We value Mrs. ****** and her children and appreciate their membership. As a courtesy we refund the amount of $30.00 and trust this will resolve Mrs. ******’s concern to continue with our business relationship.
  Kind regards,
  
  ******* ***************
  VP, Branch Operations

  Customer response

  08/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ******* ******

   

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