ComplaintsforTown & Country Credit Union

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made ny loan payment on 11/30/23 and they did not applie it to my loan. ****** ******* and ***** ****** called and said I would have to bring in another $647.00 or my loan payment will be late. They left a message on my phone and I will keep it in my mail box.

  Business response

  12/08/2023

  Vicki brought a check for $647.00 and per the legal rights of the credit union, we reserve the right to collect funds when an account is negative/delinquent. ******* deposit account with the credit union has had a negative balance since 11-7-2023. Numerous staff members notified her that the account was negative. I called ***** regarding the likelihood that we would send her to collections after 30 days if no payments were made to the negative balance. She not only avoided depositing funds, but also moved her direct deposit income to a different institution to further prevent us from collecting on this delinquency. Our policies state that all funds brought to the credit union must first be applied to the negative share and this is our same practice with all members. When she called the credit union to speak with ****** and I after she was told the payment would have to go to her account and not her loan payment, she hung up on us when we were trying to come to an agreement with her. With the amount of time that has now passed, and she has not had a thorough discussion with ****** and I to find any other method or plan for clearing the account, we are now unable to re-apply those funds any other way. I can provide proof of time delinquent and sudden change in direct deposits if requested. 

   

  Thank you, 

  ***** ******

  Consumer Lending Manager 

  12-8-2023

  Customer response

  12/12/2023

  
  Complaint: ********
  I am rejecting this response because: On the check it had my loan number and that it was for my car payment. I was never told that if there was a overdraft that my loan payments would go for overdrafts. I also wrote a letter to Town & Country Credit Union of Harlan asking that the checking account be closed and was told they COULDN'T do this. We were having problems with this credit union stating on October 19. 2023. I called on the October 19, a teller tried to help but couldn't. So, she said ***** or ****** would call me back. Lest 2 messages' for ****** with no answer. On the 2nd of November I went into the bank, and they went and found Josie to help she was in the downstairs of the bank. On November 14, 2023, we wrote a letter saying we would put are loan payments in our saving account and they could be pulled from there. So, since they choose not to put our payments on our 2 loans, we will not be depositing money at this bank until this matter is cleared up.
  
  Sincerely,
  
  ***** ****

  Business response

  12/28/2023

  All funds presented to the credit union must first be applied to any delinquency hence why the check system requires payments to first be processed through the member account. Due to the account being delinquent/negative since 11/8/2023, the account will be charged off and sent to a debt collection agency within the next 30 days if the balance is not brought positive. This could have an adverse effect on the credit scores of both members. 

  There is no option for TCCU to reapply the funds to the prior auto loan due to the auto loan now being paid off and refinanced with a different institution. The only option remaining is for the account and unsecured loan to be paid current. 

  If *** * **** **** elect to not present any funds to TCCU to clear the negative account (-$196.43) or pay their unsecured loan that is currently delinquent in a timely manner, both debts will be charged off and sent to collection per Credit Union policy. 

   

  Thank you, 

   

  ***** ******

  Chief Operations Officer 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was temporarily repoed with promises of returning the vehicle. During this temporary repo Insurance had a payout owed to me. When the transaction of the payout was made it was never deposited into my account. There is no proof nor will they give me proof of the transaction ever took place but was promised by my loan agent. The CEO of the bank also promised that he would pay toward insurance and registration of the vehicle which would cause it not to be repoed. They did not pay my loan which caused me to be put in default. I have outstanding debt due to refinancing and consolidating with another party involved as well. Contract for signed by both parties involved and they will not give proof of any contract to me of outstanding debt. They're withholding all paperwork and regards to refinancing reconsolidating repo gap insurance money. Which caused my credit score to decline. I have emails showing that the CEO promised that he would pay for insurance and registration on the vehicle which would cause it not to be repoed and he did not. He has led me on on multiple occasions and will not give me any paperwork. Please help me give me any suggestion so I can handle the situation properly. I do not think he is being professional nor is he willing to cooperate in any sense. I don't know what to do and don't know how to handle the situation I have never been through anything like this before. It is causing so many issues in my life currently please help me and thank you best regards **** *****

  Business response

  09/29/2023

  **** was given the choice to pay his loan current several times before we finally decided to repossess the vehicle. As you can see in the pictures, **** was delinquent 143 days before we charged off the balance. I also included a snip of the email I sent to him on 9-20-23 following his request for how to get his account information on paying his loan (snip of his message attached). Due to **** not registering or titling the vehicle in his name following the purchase, we were unable to sell the vehicle at auction. The "insurance" he mentions in the complaint is the insurance we have with the Credit Union National Association (CUNA) to protect the credit union in cases like this. The money does not go to the member, it is meant to be applied to the balance of the loan. CUNA insurance covered $17,900 of the balance on 7-18-23. After applying the $17,900, there was still a delinquent balance of $12,019.63. We charged off the balance on 7-26-23. The loan was written with a 2013 Audi as well as a 2013 Honda motorcycle. Due to the credit union not successfully repossessing the Honda, we were not able to sell that collateral to apply any funds to the balance. Per my email to **** on 9-20-23, I gave him the option of giving up the Honda as a voluntary repo and discussing a payment arrangement. I never heard back. 

  As far as ****** Desired Settlement: the member was repeatedly delinquent, received all required notices, and was giving several chances to pay his account current. **** has the option of paying all amounts delinquent ($4046.00 as of 9-29-23) to prevent ongoing delinquency and continue the regular monthly payments of $578.00 resuming 10-5-23. We are unable to make any changes to the adverse reporting on his credit bureau reports due to there being no inaccuracies. ****** only option to lessen any further damage to his credit report is to pay the loan current and resume his payments otherwise we will continue to report this as an open collection with a growing amount of delinquency. 

  
  Thank you, 

   

  ***** ******

  Consumer Lending Manager

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