Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have my car loan through *********** Credit Union. I had requested to file skip a payment for the month of December this year, back in November. Im doing so I was pushed to use their app, them being told by myself I have log in issues constantly and want a real person, and still pushed to use the app for my request. Upon doing so I got email confirmation that I DO NOT have to pay for the month of December. My bank statement still shows the payment was pulled and I am severally negative. I have a special needs son whose medical supplies we pay out of pocket. And I can no longer do that this month. *********** had told me that it was because I had failed to turn off auto pay in the app, which was not mentioned to me over the phone in November. They are refusing to fix this issue, knowing my sons needs and risks of not getting his supplies. They are saying I have to file a dispute and wait 10 days for my money. However they say if the payment was made sooner I would be in a grace ******* My payment was pulled yesterday and I am still being told they cannot reverse it no matter how much proof I give them. I am frustrated and hurt. And would like proper action ASAP for the sake of my sons health and life.

  

  Business response

  12/26/2024

  Thank you for the opportunity to respond to the complainants concerns. GreenState Credit Union (GreenState) offers members the opportunity to skip certain loan payments through the **** A Payment program.**** A Payment requests must be submitted by the borrower in Online Banking (OLB). The member successfully requested to skip their December 2024 payment, which means no payment was due per GreenStates system of record. However, if a member has scheduled automatic recurring payments in GreenStates ********************** also known as QuickPay (**), it is the members responsibility to update when a recurring payment is scheduled to process. This is because ** is a self-service online payment portal, and GreenState does not have the ability to manage changes on the members behalf via the ** portal. The members December payment was not due; however, the recurring autopayment for December was not updated to skip the December 2024 payment. Members are allowed to make payments in whatever amounts they want, whenever they want,so GreenState does not block payments from posting when they are not due.
  
  Further, when members request to skip a payment they authorize the new payment due date via a **** A Payment Authorization and Request Form which states, Please thoroughly read the terms and conditions below, as you will agree to the terms by signing this form.  The form goes on to say, It is your responsibility to stop and restart recurring payments set up in GreenState Credit Unions online banking. GreenState Credit Union does not have access to modify your online payment. It is also your responsibility to stop and restart payments you have set up through a 3rd party (i.e. Pegasus Pay,Online ill Payor etc.).  When the **** A Payment was processed at the end of November 2024, the member needed to go into ** and revise the date of the next recurring payment to prevent the December payment from processing. Because ** is a self-service option,GreenState does not manage this on behalf of members.
  
  The member mentions the dispute process in the complaint. The dispute process is standard procedure when members wish to revoke authorized payments received by GreenState from another financial institution (FI). This helps ensure both FIs are held to the same standards and turnarounds with reviewing the dispute request. Please advise the member to contact the ************************ (***) at ************** if they would like to file a dispute to reverse the December 2024 payment.
  
  In conclusion, the member requested and was approved to skip their December 2024 payment. The due date was updated by GreenState;however, the recurring payment scheduled for December 2024 via the ** self-service payment portal was not updated by the member. We acknowledge the members frustration, but unfortunately, do not manage the online ** portal for payment date changes. GreenState is also guided by standard dispute processes when payments are received from an external FI if the member wishes to reverse the authorized payment.
  
  Please do not hesitate to have the member contact the *** at ************** or chat in using the secure chat feature at ****************************** if the member has further questions or would like to file a dispute.

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Attaching an email chain going back to 2023 for my exchange on cancelling the account. The documentation never went through and I did not receive any further response when I inquired about this. When I finally called, I spoke to someone who noticed an array of errors in the information they had on file which explained my difficulties in closing the account. This should have never happened and, for such a small amount which I had provided my current bank info to pay it, this has had a terrible impact on my credit which is otherwise in good standing.

  

  Business response

  12/10/2024

  Thank you for the opportunity to respond to the complainants concerns. Research confirms the members Free Checking Account was not closed as originally requested in October 2023 despite multiple attempts by the member. Because the account was not closed, two ACH charges processed causing the account to overdraw in the amount of the transactions and associated overdraft privilege (ODP) fees. Further, because the DocuSign forms sent to the member by GreenState were inaccurate, the member was not informed the account remained open. Per standard GreenState procedure, the account was charged off in December 2023 after remaining overdrawn for 45 consecutive days.The member contacted GreenState again in July 2024 to resolve the issue after continuing to receive account statements. The member paid the overdrawn amount and the Free Checking Account was closed; however, the charged off account had been reporting to the credit bureaus which negatively impacted credit.
  
  GreenState sincerely apologizes for the errors which allowed the account to remain open and become charged off. GreenState submitted a correction to the credit bureaus on 12/10/2024 to remove the negative reporting caused by the charged off account. Please note, ********************** reporting updates can take up to 30 days as GreenState has no control over when the bureaus process the updates it submits. One of the two aforementioned ODP fees was refunded in 2023, and a check for the remaining ODP fee was issued on 12/10/2024 and mailed to the members current address in GreenStates system of record. Lastly, the members $5.00 ************* Account was closed on 12/03/2024 and a check for the balance was mailed to the same address.
  
  Please be assured the errors were not intended and GreenState values the longstanding relationship it held with the member. We hope the credit reporting update and ODP fee refund resolve the members concerns. Please do not hesitate to have the member contact the ************************ (MAC) at ************** or chat in using the secure chat feature at ****************************** if they have further questions.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between 9/27/24 and 9/28/24 I utilized my Courtesy Pay overdraft in the amount of ****** plus a ***** fee totaling a negative balance of ****** due to a family emergency that involved two tragedies in my family that required finances to bury my daughter and anothe family member. This option is made available to member to use as long as the negative balance is brought current within 32 calendar days from the date your account goes negative. When I utilize this option I am consistent in paying in back normally within 14 days with an exception of one month it took 30 days. I will usually get reminders in my online account that let my know my status and days behind. I started receiving back to phone calls texts and every other regarding the balance owed shortly after. I did understand why there were so many calls when my account was less that 14 days past due. This calls came after my reminder letters. On October 11. 2024 I paid the negative balance of $****** in full. It was later that day on 10.11.24 that I had to utilized courtesy pay for $500.00 on 10.11.24 and ****** on 10.12.24. On 10.12.24 I deposited ***** to cover fee for the $500.00 courtesy which later brought my balance to $775.00 as of 10.11.24. On Saturday evening I received a phone call from ************ demanding payment and phone call. I was shocked at this type of call so soon. On Monday 10.14.24 which was holiday for all the banks and they were closed. I received another call from the same number again , but I called and spoke to agent very upset that for one I am getting the back to back calls and for two I just went negative a few days ago so what is the urgency. The agent stated that I was 29 days behind for negative balance of $775.00. I said to her that is incorrect. The $775.00 just went negative on 10.11.24. I told the call was inaccurate and put me on their DNC list immediately. On ******* I receive another call and message from ******* ************. I am very unhappy.

  

  Business response

  10/24/2024

  Thank you for the opportunity to respond to the complainants concerns. When a member opts to elect the type of Extended Overdraft Coverage on an account referred to as Overdraft Privilege (ODP) it means they authorize GreenState Credit Union (GreenState) to pay overdrafts on ATM and everyday debit card transactions in addition to automatic bill payments, checks, and other transactions when there is not enough money in the account. Members must sign an Overdraft Coverage Election agreement which indicates such transactions are subject to fees and explains GreenState pays overdrafts at its discretion; it does not guarantee it will always authorize and pay each transaction.
  
  When members enroll in ODP they receive a disclosure which provides additional details regarding the service. For instance, although there is a limit of $750.00 for consumer accounts, it also states All fees and charges will be included as part of the Overdraft Privilege limit amount.Your account may become overdrawn more than the Overdraft Privilege limit amount because of a fee. The disclosure clarifies ODP is not a line of credit; it is a discretionary overdraft service that can be withdrawn at any time without prior notice.  Said disclosure explains the order of posting transactions for the purpose of determining overdrafts and states ODP may be reduced if you fail to maintain your account in good standing by not bringing your account positive within thirty-two (32) days for a minimum of one business day. Review of the members account activity did not reveal errors with regard to the calculation of ODP account balances.
  
  GreenState acknowledges the members grief and assures them it is never GreenStates intent to engage in harassing behavior. A Cease and Desist (C&D) was granted as of 10/16/2024 per the members request, and calls, emails, letters, and texting have been discontinued.However, it may help to understand the reasons for GreenStates actions. Although a member may elect *** coverage, the checking account becomes overdrawn (has a negative balance) when ODP is utilized and ODP fees are assessed. Negative checking account balances are monitored by GreenStates ************************************ Although members may opt-in to ***, the ** Department begins collection efforts as soon as a share account goes negative. For example,automated letters and emails are delivered when an account remains negative for ten and 20 days, and standard GreenState procedure is to close and charge off a share account if the balance remains negative for 45 days. Collection efforts are implemented to help members avoid account closure, placement with a third-party collection agency, and negative credit bureau reporting. AR attempts to contact members through calls, emails, letters, and texts because of the 45-day automated charge off deadline. Once a share account is closed and charged off it cannot be reopened and the member would have to apply to be approved for a new account. Charged off deposit accounts are also reported to the credit bureaus and can remain on a members credit report for up to seven years.
  
  In conclusion, the member elected ODP and no errors were identified regarding the calculation of the account balance or days required to remain positive. GreenState followed standard collection procedures via text,email, and phone calls in an effort to help the member avoid account closure,charge off, collection, and negative credit reporting. However, a C & D has been placed per the members request. We encourage the member to contact the ************* at ************** should they have further questions about their account or would like copies of the disclosures referenced above.

  Customer response

  10/25/2024

   
  Complaint: 22428960
  
  I am rejecting this response because:
  On October 12, 2024 which is a Saturday the day after I my account was negative for 1 day I was receiving collection calls.  Your statement mentions generally call , reminders etc start 10 days.  This was not the case.  On October 14 I was called and October 15th by a staff person named *******.  It shocks me that you say Greenstate did make any errors when I have calls logged in my phone and voicemails that I can provide.  To say Greenstste followed protocol is in accurate!  Calls every day are unacceptable.  I receive letters in my online account as reminders that's enough.  Please review again the dates of concern.  The agent from AR  or your ***************** spoke to me on 10/14 clearly stated i was 29 days behind!  When my account was overdrawn 3 days.  Greenstate needs to take accountability for that.  I am willing to speak to someone directly to provide proof of these incidents.  I clearly aware of ODP.  This complaint is regarding the calls everyday from 10/12- 10-15

   

   

   

   

   

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

  

  Business response

  11/04/2024

  Thank you for the opportunity to provide additional information regarding the complainants reply. As expressed in the prior response, Overdraft Privilege (ODP) disclosures explain members keep their account in good standing by bringing it positive within thirty-two (32) days for a minimum of one business day. Review of the members account activity did not reveal errors with regard to the calculation of ODP account balances because the account was not brought current for one full business day. For instance,if a member deposits funds to bring the account balance to zero but later on the same day withdrawals funds which cause a negative balance to occur, the account is not considered positive for one business day. Business days are defined in GreenStates Membership Agreement and Disclosures as Monday through Friday, excluding holidays.
  
  The calculation of days past due is based on calendar days and considers the account balance at the end of the day even though it may have been brought to a zero balance or more earlier in the same day. An Interim-Statement was generated for research purposes and will be provided directly to the BBB contact as requested due to privacy issues. A copy of the Membership Agreement and Disclosures document and New Activation for Extended Overdraft Privilege Letter disclosures delivered to the member will also be provided to the BBB. The Interim-Statement confirms the days past due calculation based on the account balances maintained by the member between 09/15/2024 and 10/14/2024,which is the date the member stated GreenState informed her she was 29 days behind. GreenState did not contact the member at one day past due per the members calculation. Rather, the account had not been brought positive for a minimum of one business day to reset the days past due calculation.
  
  A Cease and Desist (C&D) for communications was granted as of 10/16/2024 per the members request so no additional collection efforts will continue. However, as explained in the prior response, negative checking account balances are monitored by GreenStates ************************************ and the ************* begins collection efforts as soon as a share account goes negative. Collection efforts are implemented to help members avoid automated account closure, charge off, placement with a third-party collection agency, and negative credit bureau reporting, which can remain on a members credit report for up to seven years. AR attempts to contact members through calls, emails, letters, and texts. The prior response also included examples such as automated letters and emails when an account remains negative for ten and 20 days. We apologize if the member believes such contact methods are too frequent. However, given how days past due are disclosed and calculated,the members transaction history, and risk of account closure, ********************** believed it was prudent to contact the member regarding their continuing negative account balance. Additionally, disclosures clarify ODP is not a line of credit; it is a discretionary overdraft service that can be withdrawn at any time without prior notice. *** is a privilege afforded to members as a service and can be suspended or reduced based on certain circumstances such as remaining overdrawn for 32 consecutive days.
  
  In conclusion, the member elected *** and no errors were identified regarding the calculation of days past due or business days required to remain positive. GreenState followed standard collection procedures via text, email, and phone calls in an effort to help the member avoid account closure, charge off, collection, and negative credit reporting. However, a C&D has been placed per the members request. We encourage the member to contact the ************* at ************** should they have further questions about their account or would like copies of the disclosures and Interim-Statement referenced above.

  

  Business response

  11/05/2024

  Thank you for the opportunity to respond to the complainants concerns. When a member opts to elect the type of Extended Overdraft Coverage on an account referred to as Overdraft Privilege (ODP) it means they authorize GreenState Credit Union (GreenState) to pay overdrafts on ATM and everyday debit card transactions in addition to automatic bill payments, checks, and other transactions when there is not enough money in the account. Members must sign an Overdraft Coverage Election agreement which indicates such transactions are subject to fees and explains GreenState pays overdrafts at its discretion; it does not guarantee it will always authorize and pay each transaction.
  
  When members enroll in ODP they receive a disclosure which provides additional details regarding the service. For instance, although there is a limit of $750.00 for consumer accounts, it also states All fees and charges will be included as part of the Overdraft Privilege limit amount. Your account may become overdrawn more than the Overdraft Privilege limit amount because of a fee. The disclosure clarifies ODP is not a line of credit; it is a discretionary overdraft service that can be withdrawn at any time without prior notice.  Said disclosure explains the order of posting transactions for the purpose of determining overdrafts and states ODP may be reduced if you fail to maintain your account in good standing by not bringing your account positive within thirty-two (32) days for a minimum of one business day. Review of the members account activity did not reveal errors with regard to the calculation of ODP account balances.
  
  GreenState acknowledges the members grief and assures them it is never GreenStates intent to engage in harassing behavior. A Cease and Desist (C&D) was granted as of 10/16/2024 per the members request, and calls, emails, letters, and texting have been discontinued. However, it may help to understand the reasons for GreenStates actions. Although a member may elect *** coverage, the checking account becomes overdrawn (has a negative balance) when ODP is utilized and ODP fees are assessed. Negative checking account balances are monitored by GreenStates ************************************ Although members may opt-in to ***, the ** Department begins collection efforts as soon as a share account goes negative. For example, automated letters and emails are delivered when an account remains negative for ten and 20 days, and standard GreenState procedure is to close and charge off a share account if the balance remains negative for 45 days. Collection efforts are implemented to help members avoid account closure, placement with a third-party collection agency, and negative credit bureau reporting. AR attempts to contact members through calls, emails, letters, and texts because of the 45-day automated charge off deadline. Once a share account is closed and charged off it cannot be reopened and the member would have to apply to be approved for a new account. Charged off deposit accounts are also reported to the credit bureaus and can remain on a members credit report for up to seven years.
  
  In conclusion, the member elected ODP and no errors were identified regarding the calculation of the account balance or days required to remain positive. GreenState followed standard collection procedures via text, email, and phone calls in an effort to help the member avoid account closure, charge off, collection, and negative credit reporting. However, a C & D has been placed per the members request. We encourage the member to contact the ************* at ************** should they have further questions about their account or would like copies of the disclosures referenced above.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I receive a letter on my loan that I was $4 short , so I called to let greenstate know that I had sent my regular monthly payment plus the $4 that was late and they had told me not a problem . They would review my account and let me know , I received a letter and showed on my credit report . I sometimes sent more money to my account and they still wouldnt help me resolve the credit report issue they practically said your s*** out of luck we cant help , now I will never do business with greenstate credit union and all for $4 and also come to find out the overpayments that I made went to interest not the principal.

  

  Business response

  10/11/2024

  Thank you for the opportunity to respond to the complainant and investigate their concerns. Research validates the member regularly paid more than owed each month. The portion of the payment which exceeds the full payment amount due is referred to as a partial payment. It is important to understand paying extra as a partial payment does not reduce the monthly payment amount owed per terms of the Retail Installment Contract. However,GreenState accepted the monthly partial payment amounts as a courtesy and allowed them to accrue until there were enough partial payments to cover a full monthly payment amount. This is what occurred in November 2023 when enough partial payments had accumulated to fulfill the full monthly December payment obligation.
  
  Upon further review, it was determined the partial payment made in conjunction with the full payment received in April 2024 was inadvertently removed from the accrual of extra partial payments. If the partial payment had remained in the system, no past due payments would have occurred. GreenState tracks partial payments in good faith to assist members,and sincerely apologizes for the unintended mistake. Therefore, a credit reporting update will be submitted per the members request to remove the past due payment information. Please note, it can take up to 30 days for credit reporting corrections to process, and GreenState has no control over when the credit bureaus administer the updates. Loan payment information will also be adjusted accordingly in GreenStates system of record, and the $10.00 late fee assessed in September 2024 will be refunded.
  
  Please do not hesitate to have the member contact GreenStates ************************ (MAC) at ************** or chat in using the secure chat feature at ****************************** if they have further questions about the loan.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was repoed in the month of April 2024. GreenState demanded a complete payoff of the loan which was $7200 within 10 days. I was able to get the money together. Even though they said the payoff amount on a recorded line they demanded an additional $500. They had me put this money into my checking account to allocate it later. It was very sketchy. We paid it. They could not tell me where my car was. Luckily I was able to find it days later. They still have yet to send me my title for the vehicle I now own.

  

  Business response

  09/05/2024

  Thank you for the opportunity to respond to the complainants concerns. Research confirmed GreenState inadvertently included the repossession fee twice in its calculation of the amount owed, and we sincerely apologize for the error. Please be assured it was not intended and was an error based on a manual calculation. Impacted staff have been made aware of the error and received coaching to mitigate this from occurring again. Once discovered, GreenState immediately refunded the extra fee to the members ************* Account so the funds could be accessed at their convenience. Research confirms the funds were accessed on the same day the refund was deposited.Again, GreenState apologizes for the error.

  
  The member also stated he could not locate the car, and call records indicate the member was advised of the repossession process which occurs while vehicles are enroute to being sold at auction. In this case, the vehicle was located, but certain information had not yet been input into third party partner systems, which made it difficult to initially locate the vehicle.Once located, the third party partner communicated it did not have immediate appointments available for release of the vehicle. The member was informed GreenState has no control over third party partner appointment schedules. Unfortunately, this is part of the repossession release process, and we are sorry for the inconvenience the member experienced.

  
  Lastly, the member indicates he has not received the title to his vehicle. GreenStates ***************** confirmed the title was from ****, which uses an electronic titling system regardless of whether there is a lien on the title. The member can obtain a physical title by requesting one from the Ohio Bureau of Motor Vehicles (BMV), and it should no longer include a GreenState lien. As with the vehicle release process above, GreenState has no control over how individual states issue and maintain vehicle title documentation. The Ohio BMV can be contacted at ************ or by email at ****************.

  We hope this information addresses the members concerns. GreenStates ************************ (MAC) can be contacted with additional questions at ************** or via the secure chat feature at www.greenstate.org.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  All 3 credit reporting agencies failed to provide documentation i was requesting. They also failed to remove errors/ Inaccuracies. Consumer was told to reach out to the original creditor.----------------------------------------------------------------------------------------------------------------------------------------------I am requesting GreenState Credit Union to provide documentary evidence of the 2 accounts being reported to ensure 100 percent complete and accurate information is being reported. ----------------------------------------------------------------------------------------------------------------------------------------------This is ******, please send all correspondence via Email/BBB Portal or Mail ONLY. DO NOT CALL ME ---------------------------------------------------------------------------------------------------------------------------------------------- ***(SEE Attachment for Full detail)**** ******(See Attachment for Full detail)**** You may have not have this email in your records, however this is the email i used specifically for All Complaints and Disputes.

  

  Business response

  08/27/2024

  Thank you for the opportunity to respond to the complainants concerns. We acknowledge the members request for documentary evidence of two accounts being reported by GreenState to the credit bureaus.Due to the public nature of the BBB forum, we cannot provide details as part of this response. However, we mailed copies of the requested documentation to the members home address on 08/27/2024. We asked the member to please review the letter and enclosures and utilize the contact information provided in the response if she has further questions about her inquiry.

  Customer response

  09/02/2024

   
  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

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This credit union is straight up crooks. They double charged me for my loan every single month since September. I have had to dispute with my bank every time. They were told the last 3 months in a row to shut off autopay in THEIR system as I had done it online. I paid Marches bill on Feb 21. They took money on the 12th according to my bank it doesnt show in their portal. On Friday they charged me again that doesnt show in portal either but does my bank. Called them the woman ran me around in circles saying that it was in there system as I had shut off autopay in my online portal 3 months ago. Get off the phone go into my bank to dispute the charges and they tell me Greenstate is trying to take out payment again as of this morning. I call them back again and they run me around in more circles and try to tell me they will have to send it to it to have my banking information completely removed and that I will have to call my bank yet again. These people are THEIFS I HAVE NEVER BEEN LATE ON A SINGLE PAYMENT OR MISSED ONE BUT 6 AGO THEY DECIDED TO START STEALING FROM ME. The reviews are true this union is absolute TRASH AND WHAT THEY ARE DOING IS ILLEGAL. I want my money back from October 15th, 2023 where they double charged my account for first time and I missed it. They also took money on October 13th, 2023

  

  Business response

  03/21/2024

  Thank you for the opportunity to respond to the complainants concerns. GreenStates ******************** Team (CMT) reviewed phone call recordings, chat transcripts, online payment activity, and other loan-related documentation to research the concerns.
  
  GreenState records confirm the complainant scheduled recurring payments from an external financial institution (FI) via the ********************* called QuickPay (**) within a few months of executing the loan.The system of record validates multiple changes were made by the complainant to the timing of payments over the course of the loan, such as changing the day of the month on which recurring payments were scheduled.
  
  The first of two payments made in October 2023 was returned on 10/21/2023 as instructed by the originating FI. It is worth noting the complainant updated the recurring payment date in ** from the 13th to the 15th of each month; however, the change was requested on the 13th, which is the same date the payment from the originating FI was scheduled to occur. Phone call records indicate the complainant called on 10/18/2023 regarding the dual payments made on 10/13/2023 and 10/15/2023;however, GreenState was not notified by the originating FI regarding the return of the 10/13/2023 payment until 10/21/2023.
  
  GreenState records indicate the 11/17/2023 and 12/14/2023 payments were made with a debit card via ********** data activity also verifies ** was updated by the complainant on 12/14/2023 to begin monthly payments on the 15th of each month beginning in January 2024. The 01/15/2024 payment was subsequently cancelled via a Chat Session on 01/11/2024. Said Chat Transcripts confirm the complainant inquired about a GreenState Loan Program,requested the 01/15/2024 recurring ** payment be cancelled, and authorized GreenState to set up a new recurring monthly ACH payment beginning 02/10/2024. This form of recurring payment differs from using the ** system previously employed to schedule monthly payments. Users are able see in ** if a recurring payment is scheduled; unfortunately, ACH payments similar to the one authorized by the complainant via Chat are not itemized within the ** system because they are set up internally. We apologize for the confusion this may have caused.
  
  An inbound call from the complainant was received on 01/30/2024, requesting information on how to make a loan payment. Please note,this request occurred after the complainant authorized monthly ACH loan payments beginning 02/10/2024 via the 01/11/2024 Chat Session. Per a request, the ************************ (MAC) Specialist sent a link to make a payment, and a ** payment using a debit card was received on 01/30/2024. The next scheduled monthly ACH payment was posted on 02/12/2024 (02/10/2024 was a Saturday) as authorized by the complainant via Chat. Another ** payment was processed online using a debit card on 02/19/2024. As summarized above, each payment received in January and February 2024 was authorized by the complainant using different payment methods: ** using a debit card and an internally scheduled ACH authorized via Chat. The 02/12/2024 payment was reversed on 02/13/2024.
  
  An inbound call was received from the complainant on 03/11/2024 citing her frustration with the double payments. By this time, the regularly scheduled ACH payment authorized via Chat to occur on the 10th of each month had processed. A Stop Payment was placed with the originating FI and the payment was reversed.
  
  GreenState recognizes the complainants frustration regarding the dual payments; however, research confirms each were authorized by the complainant using different payment methods. GreenState offers various payment methods, as well as assistance in setting up such payments. GreenState acknowledges the complainant was acting in good faith to make timely loan payments, and as a courtesy has refunded to their principal loan balance on 03/21/2024,the return item fees associated with the three payment reversals referenced in the complaint.
  
  At present, scheduled payments have been cancelled.Please advise the complainant to contact GreenStates ************************ (MAC) at ************** or chat in using the secure chat feature at www.greenstate.org if they have further questions about their loan or payment options.

  Customer response

  03/22/2024

   
  Complaint: 21416120
  
  I am rejecting this response because:

  I repeatedly had my account double charged. I called and spoke with customer service about the double payments and shutting off auto pay multiple times and they continued to try and did take multiple payments in the month of February. Even after I found another charge called them about and went to my bank they yet AGAIN THE VERY SAME MORNINNG TRIED CHARGING MY BANK ACCOUNT AGAIN AFTER BEING TOLD TO REMOVE MY INFORMATION FROM THERE SYSTEM AND THAT I WOULD NOW BE BUYING A PREPAID CARD BECAUSE OF THEIR DISHONESTY. This has been an awful experience and customer service is just as bad. When someone tells you stop charging my account thats what that means!
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal GreenState member for almost a decade, and have held multiple accounts and large sums of money through my membership. I was recently hit with a late credit report due to a credit card I had on autopay from an existing account. Despite having a pristine payment history dating almost 10 years across multiple accounts, GreenState changed a policy about paying an account via an external account. They did not notify me as a member, but responded saying there was a "tag" in the online membership display that noted it. I did not sign anything acknowledging this change, and they are offering no resolution besides waiving the "fees". I asked for a dispute right away because it is the responsibility of the institution to provide members the correct information when a policy changes. This is extremely disappointing as a loyal member, and am asking GreenState to do the right thing and dispute this late charge, and I would like to cease/cancel all accounts with the institution moving forward. To have member services be this poor is not a business I would like to have my name behind. See the response from ************************* Center Advisor, ************** my understanding that we will be refunding the late fee for you as your annual courtesy refund GreenState provides. You will see this refund reflected on your next credit card statement. At this time, GreenState will not be disputing the status of the late payment on your behalf. We feel it is the members responsibility to be accountable to transfers made in Online Banking using self-service methods and to be cognizant of the success/failure of those transactions when the funds were to be removed from your bank account."Absolutely disappointing to see an institution I thought so highly of have no regard for it's loyal members.

  

  Business response

  01/22/2024

  Thank you for reaching out to us, and we appreciate your longstanding loyalty. We understand the frustration regarding the recent credit report incident. We want to clarify that our external account policies have not undergone any recent changes.

  
  We apologize for any confusion and inconvenience you've experienced. We are committed to addressing your concerns and appreciate your feedback. As mentioned, the late fee will be refunded as part of our annual courtesy. We value your membership and will take your feedback into consideration for future improvements.

  
  For further explanation or if you have additional questions, we recommend reaching out to our ************************ at ************. They will be happy to assist you.

  Customer response

  01/22/2024

   
  Complaint: 21172483
  
  I am rejecting this response because: this does not remove the late fee associated with my credit, resulting in an over 80-point decrease. I have requested it to be disputed, and if this can not be done, I will need to send all pertinent information to my legal counsel regarding the matter. 

  I also don't accept that policies haven't changed - as I have formerly paid exactly the way mentioned on auto-pay from an external account. So if you now do not allow it, that would be a change. I also did not sign anything as a member stating acknowledgement of the change - but now have suffered non-economic compensatory damage due to the negligence from the financial institution regarding the policies. 

  There also is no information within the card to suggest due dates on payments or currently overdue, but all other accounts within GreenState do have that. 

  My request is simply to have the 30-day late on my credit disputed and removed, and I would remain a member. If the institution is unwilling and will not take any responsibility for the aforementioned items, I will be filing for non-economic compensatory damage, emotional distress, and negligence. I would sure hope the institution would serve their loyal customers better, but I suppose this next response will shed light. 

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

  

  Business response

  01/24/2024

  Thank you for the opportunity to respond to the complainants concerns. GreenState reviewed the members payment history and verified the accuracy of credit reporting based on when their payments were received. Further, standard GreenState procedure is to offer one courtesy fee refund per calendar year, and records confirm one refund was made in August 2023 followed by another in January ****.
  
  Although we cannot provide payment details in this forum, we can confirm the methodology to make payments to a credit card using an external financial institution/non-GreenState account has not changed. Moreover,the process by which credit card payments were scheduled (automated versus manual) and/or received varied over the course of the last six months. There are multiple ways to make payments to credit card accounts; however, with respect to online payments from external financial institution accounts to a credit card, options are available in online banking (OLB), and specific steps must be taken depending upon the option selected. Loan payments from external financial institution accounts to GreenState credit card accounts can be made by accessing GreenStates OLB system.
  
  The first option is accessed by selecting Loan Payments in OLB where the following statement is highlighted in bold print toward the top of the screen: Important Note: If attempting an external transfer to a credit card, please transfer funds to savings and then initiate transfer from savings to credit card.  This means payments from an external financial institution account cannot be made directly to the credit card. Members must transfer funds from an external financial institution account into their ********************** deposit account. From there they can make a payment from the GreenState account to the ********************** card.

  The second option is accessed via mycardinfo.com. Mycardinfo.com is the online credit card portal and is located in OLB by navigating to Manage Cards > Credit Cards > and then selecting the appropriate credit card. Once a card is selected, members are directed to mycardinfo.com where payments can be scheduled directly from an external financial institution account (using routing and account numbers) to a ********************************************* card. Here you can choose to Make a Payment and follow the prompts, including selecting the link to Add Payment Account from an external financial institution account.
  
  Although GreenState credit card payment methods using external financial institution accounts have not changed, it is actively working to improve its processes. GreenState considers the issue closed, but would be happy to discuss questions the member may have by contacting GreenStates ************************ (***) at ************** or by using the secure chat feature at www.greenstate.org. Although GreenState confirmed the accuracy of credit reporting based on the payments received, the member can also file a dispute directly with the credit reporting agencies or ask the *** to file a dispute on their behalf. The information provided by the ************************************ (CFPB) in the footnote below may also be helpful with filing a dispute.[1]
  
  [1] **************************************************************************************************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was triple charged by their poorly designed auto payment for a car loan I have through Greenstate. I called to get this corrected and they told me to file a dispute with my payment bank to get it corrected. I did and it took 10 days to get the problem resolved. I had to scrap together what I could to make my bills that were do prior to that, including my mortgage and car insurance. Then I find out that they charged me $29 TWICE, once for each erroneous charge, to reverse and correct THEIR system's error.

  

  Business response

  12/19/2023

  Thank you for the opportunity to respond to the complainants concerns. GreenState transaction records, phone call recordings,and other information related to the members complaint were reviewed. Phone call recordings confirm the member updated his auto withdraw payment amount for a car loan with GreenState. Instead of the revised payment amount, the originally scheduled payment was received along with two additional payments for the newly scheduled amount. The member contacted GreenState in November 2023 and requested the two extra payments be refunded. Staff advised the member his payments were scheduled and paid to GreenState through a different financial institution (FI), therefore, he would have to dispute the extra payments with the originating FI for reversal.
  
  The member disputed the extra payments with the originating FI which returned the payments to GreenState as unauthorized.GreenStates Schedule of Fees and Charges disclose a $29.00 fee for Returned Loan Payments via check or ***. Because the originating FI returned the *** loan payments to GreenState, Return Loan Payment Fees were assessed. However, subsequent research confirmed the loan was current and the extra loan payments were not returned as unpaid. As such, GreenState refunded both $29.00 fees during a phone call about the issue in December 2023. GreenState considers the issue resolved, but would be happy to discuss additional questions the member may have by contacting GreenStates ************************ (MAC) at ************** or by using the secure chat feature at www.greenstate.org.

  Customer response

  12/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the reasoning given is questionable, the outcome on this specific matter is satisfactory to me. As for the other issues I've encountered I have already moved my loan account for the unsatisfactory runaround I was given in the first place in, the lack of responsibility taken for the initial issue, and the lack of actual solutions that almost put my family in severe economic strife, save extra effort and resources I could dip into. I would encourage others to do the same. This company is not worth the time or the money 

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

• Initial Complaint

  11/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I currently have a loan for a polaris sportsman 850 four ******* through Greenstate Credit Union. I've been harassed monthly over late payments, I actually got my fourwheeler repossessed for them claiming. This entire time I have had this loan, I have had automatic payments set up. They decided to claim I didn't have insurance til I proved it, stopped my automatic payments without telling me, charged me with hundreds of dollars of repossession fees, and publishrd 7 late payments to the credit bureau! I have never been late on a payment since I have gotten the loan. It has been set up for automatic payments since summer of 2020. I want these late payment taken from my credit report and the money I spent on a absolutely shady circumstance refunded and put towards remaining balance on my loan. I will never finance another thing through Greenstate Credit Union in my life. Also, payment automatically comes out yet they call and harass me monthly about payment being late. But guess what?? It comes out 3 days later from their automatic payment system! I can upload multiple statements and have proof from my own personal bank that I've never not made a payment, and that I have never canceled a payment. My on time payment history is 100% for this account.

  

  Business response

  11/22/2023

  Thank you for the opportunity to respond to the complainants concerns. GreenState Credit Unions (GreenState) ******************** Team investigated the payment history and credit reporting for the 2020 Polaris Sportsman loan originated on 05/09/2020. Automatic monthly payments which began on 06/15/2020 were established for the payment amount of $187.65. Internal records reflect ******************************* (***) was added to the loan for a partial lapse in insurance coverage. The lapse in coverage between 05/09/2020 06/30/2020 added $388.00 to the loan balance which increased the monthly payment amount from $187.65 to $222.30 on 08/26/2020. The increase in payment was communicated via quarterly statements beginning with the statement dated 07/01/2020 09/30/2020. As per standard procedure the automatic payment amount of $187.65 was not adjusted following the increase in payment due to ***. As such, subsequent automatic payments received were incomplete which caused the loan to become delinquent. In addition to quarterly statements, phone calls, emails, and other notifications were provided to the member communicating the status of the loan and advising the reason for the increase in payment. Seven incomplete payments made between 04/15/2021 and 10/15/2021 were received more than 58 days after the due date and were reported as such to *************************** (CRAs). The vehicle was repossessed on 10/07/2021 when the loan was 84 days past due. The loan was reinstated and the vehicle was retrieved by the member when a payment to bring the loan current was received on 10/15/2021. The *** balance was paid off with the payment received on 10/15/2021 and subsequent payment amounts decreased from $222.30 to $187.65. At the time of repossession (10/07/2021), automatic payments were disabled according to a standard process. GreenState did not receive the payment due on 11/15/2021 as internal records reflect automatic payments were not re-established by the member until 12/01/2021. Since 12/15/2021,automatic payments have been received on average 30 days after the due date (15th of the month) as the November 2021 payment was not received. Late payments received between 12/15/2021 - 11/15/2023 have not been reported to CRAs however could negatively impact credit in the future. It is important the member contact GreenStates Account ********************** at ************ to discuss arrangements for the outstanding November 2021 payment.

  Customer response

  11/27/2023

   
  Complaint: 20875179
  
  I am rejecting this response because: Some of this information is accurate, others is not. I called multiple times to figure out why my payments were "late" even though they've been direct deposit since the loan started. They claimed I had no insurance through those dates and charged me, repossessed quad. My wife took in documentation and proof of insurance, my insurance broker with ******** also called AND mailed over proof of the insurance too. During all of this, I obviously refused to pay because I had insurance. During this time, they suspended my automatic payments faulting in the late ones, and hitting me with hundreds in dollars of fees for repossession, late payments, etc. 
  
  Sincerely,
  
  *************************

  

  Business response

  12/01/2023

  We appreciate the opportunity to provide an additional response. To ensure the privacy of the members personal information, we respectfully request the member contact GreenStates Account Resolutions Specialist ******* at their direct phone number ************ with further questions and concerns. The Account Resolutions Specialist is available Monday Friday 9:00 a.m. 6:00 p.m. We look forward to speaking with the member.   

*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. ↩