ComplaintsforAloha Pacific FCU

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been attempting to deposit checks VIA the mobile app and it keeps giving me an error and to redo somethings I have wasted 4 checks trying to deposit money into my account. If this cannot be fixed I wish to close my account.

  Business response

  10/10/2023

  On October 4, 2023 our ********** Services Representative researched member's account and did not find any attempts that the system rejected his mobile deposits.  Member has not returned our phone calls on October 4th and 5th.  An email was also sent on October 5th to the email address on file.  Until we hear back from the member we are unable to determine what his specific concerns are.

  Customer response

  10/11/2023

   
  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,
  
  Rylen Nasu

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am in currently in ********, Africa. I have been here since the first of June. I put a travel alert over the phone (I spoke to a customer service person at the bank) to approve me to only use my card in Africa. All other transactions using my debit card number should not be approved. I was assured no one could use my card but me. However someone was able to make a ****** purchase in **********. I have never been to **********. Nor did I include this on my travel alert!!!! I am still in ************ fill the 16th. This amount needs to be refunded. It is due to the companys negligence someone was able to key my debit card in for a total of ****** dollars. I specifically, have a travel alert for ************ only, which makes me feel my money is not safe with this company.

  Business response

  06/21/2023

  First and foremost, we would like to express our apologies to ************************************* for any inconvenience or dissatisfaction she experienced.  Member satisfaction is of utmost importance to us, and we strive to resolve any issues promptly and fairly. 
  
  After a thorough investigation into the complaint, we have identified the circumstances surrounding the matter. 
  
  On Thursday June 1st member called ************** @ 1:38pm spoke with a ************** Rep and per notes on the account, member only requested **** Card to have travel notification.
  On Wednesday June 7th $250 was debited out of members debit card.
  Member filed a complaint on June 9 to BBB, at this time, the credit union was not made aware of the situation from the member.  APFCU did not receive the email from BBB.
  On Saturday June 10th member called ************** @10:41am and spoke to another ************** rep and per notes on account, member was calling regarding disputing fraud charge in amount of $250, the rep assisted the member with her dispute request. At this time, the member was also issued a new debit card, with her old debit card blocked for added peace of mind.
  On Tuesday June 13th, our back office **** issued provisional credit in the amount of $250.  APFCU handled this dispute properly and within guidelines, member received credit extremely quickly considering Monday was a Holiday and our office was closed *********************************** the final investigation is complete (standard operating procedure that we investigate further), and the charge is determined to be fraud, the provisional credit will be permanent and member will be notified.
  In regards to the BBB response, on June 20th, we notified ****** of the BBB Resolutions section that APFCU did not receive the first BBB email on June 9th and only received June 19th notice of the complaint.  ****** clarified we have 10 days to respond from June 19th. 
  
  Thank you for the opportunity to respond to the situation.  We ask the member to contact us at ************* if there is anything else that we can do to help her or to discuss her situation further.     

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  Thank you, I really appreciate the timely response from Aloha Pacific FCU upon receiving my compliant.  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

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2019 our friend and next door neighbor of 14 years passed away. His family came February 2020 to settle his estate, and asked me to hold the car and keys that Aloha Pacific FCU holds the title to. Since there was debt still owed on the car, the family was told by Aloha Pacific FCU that it would be repossessed by them and it was arranged that they would come get it from me. Of course the pandemic happened next in March 2020 so I didn't think anything of the fact that no one came for it. Finally, about nine months later, I started to inquire about when they thought they would be able to come get it. I was told that they had abandoned the vehicle with no intention of retrieving it. When I asked about how I could get the title from them so that I could register the car for either sale or to keep, first.. they told me I couldn't and that abandoned vehicles can be pushed onto the road to be eventually picked up by the county. We have a big problem here with abandoned vehicles being left on our roads/hwys, etc. to be vandelized/stripped and that was not an option. Next, I was told that if I sent an original copy of the death certificate, we could talk about what could be done. I sent that certified to make sure they got it. Once they had that, I was told by them that I could pay what was owed and they would send me the title, but they would only mail the title to the last address of the person who had purchased the car ( my neighbor) . We don't have postal service where I live so we all use PO box in our small post office. By the time we got this far it was February 2022, and my neighbors PO Box was already reassigned. The last person I spoke with about this said she would speak to whomever is in charge and call me back about where to mail the title. That was 2/16/22 and I've still not heard back. I have more details such as names/dates of who I corresponded with at Aloha Pacific FCU and who owned the car. The car is still in my driveway.

  Business response

  09/01/2022

  We appreciate Ms. ******** willingness to purchase our deceased members vehicle.  On August 30th we left a voice mail message for ****************** to contact our ********************* as we will provide her the following options:1)  to obtain possession of the title and vehicle she will need to satisfy the full amount due which includes the loan balance, repossession fees, and any other miscellaneous fees; or 2) if ****************** does not want the vehicle we will have it removed from her property.

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