ComplaintsforGreenState Credit Union

• 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.   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was notified on 9/18/23 by my 53rd bank account, that there was two charges applied against my checking account for $1000, each, to Green ***** Credit Union, that ******** my account. I then checked my Green ***** account and noted that there was three deposits for $1000, each placed in this account and Zelled out from 9/15/23-9/17/23. Spoke with *******, Account Rep. letting her know that I had been contacted by 53rd, telling me what had happened. Spoke with *********************. **** 9/18/23 at 53rd, she put a Block on my bank account that I have had for over 20 years so no one else can do anything else, she disputed the Two $1000 charges, and stated when ready come in to open a new account. Since speaking with *******, she also put a dispute on Green *****, telling me someone would contact me right away to open New Account. I have been with Green ***** credit union since June 2023, because of the funding to Upgrade, which I notified them as well, so that they could monitor my account with Upgrade. Green ***** placed $5.00 as good will, and I at one time placed $60, which I eventually used, so the Bal again was $5.00 until whoever Hacked my Account, and Web deposited monies, into Green ***** where as they proceeded to Zelle out $3,000. Green ***** is Holding me responsible for $985.00 included in that is a $15 NSF Fee. I have waited on someone to call me which did not happen, I started calling myself and got a Rep. name *****************************, in Aurora **. ************ She has since sent me documents of the Zelle's web charged out of my account, what Green ***** is trying to charge me for is the monies that couldn't get refunded by the ***************** they are covered by. I have been in ****** ** House sitting for my Daughter and Son-In-law. As I explained to everyone, I did not do this, I did not receive any phone call or codes to Authorize charges or Debits to Zelle. I am 70 years Old and Disabled. I want this matter Resolved with me closing account and owing nothing.

  

  Business response

  10/10/2023

  Thank you for the opportunity to respond to the complainants concerns. GreenState Credit Unions (GreenState) ******************** Team investigated the deposits and withdrawals the member asserts were fraudulently transferred and withdrawn from their 5th/3rd and GreenState accounts, causing overdrafts and liability. The deposits to the members GreenState account were followed by multiple withdrawals from the same account using Zelle, which is the provider of the Person-to-Person (P2P) payment system. The member claims their account was hacked, they did not receive any codes to authorize charges, and disputes being liable for the funds withdrawn using Zelle. The member requests the account be closed with no monies owed.
  
  GreenStates system of record confirms the deposits itemized in the Interim Statement provided to the Better Business Bureau (BBB) by the member were performed using the external transfer feature in the members online banking (OLB). The account utilized has been linked to the GreenState account since 2022, and as noted on the Interim Statement, the deposits were ultimately returned due to insufficient funds in the associated account. It is important to note that access to OLB requires credentials the member is responsible for protecting.
  
  The member also disputes a Zelle deposit and multiple Zelle withdrawals from their GreenState account. ********************** and the member are guided by Zelle Terms and Conditions that must be agreed to before Zelle can be used, and an email or phone number is required for Zelle transactions to occur.The email or phone number selected by the consumer to use for transactions is referred to as a Zelle Token. GreenStates **************** researched the complainants account history and determined a Zelle Token using the members email was established the day prior to when the disputed transactions began occurring. Further, the email address used for Zelle matches the members email that has been on file with GreenState since account opening; it is the same email provided to the BBB as part of this complaint. Moreover, a Zelle account cannot be established using an email or phone number not already on file with GreenState.
  
  GreenState records were reviewed and validate the transactions occurred using the complainants registered email, which is their Zelle Token. Authorization Codes and notification were sent to the members email in conjunction with each disputed Zelle transaction. The member is responsible for protecting their account security by ensuring passcodes or secure access codes are protected within their emails, phones, computers, etc.
  
  Based on the evidence summarized above, it was determined the disputed Zelle transactions were confirmed via security access codes that were sent to the members email of record. As such, the transactions are considered authorized and GreenState is unable to provide credit for the transactions. This means the member is responsible for the negative balance in their account, and if not brought current, the account may be automatically closed and charged off per standard GreenState procedure. We encourage the member to reference their email account as two notices have been sent regarding their accounts status. A charged off account can negatively impact credit reporting.

  Unfortunately,fraud and scams are prevalent within the P2P area and we recognize the frustration this can cause. The ************************************ (CFPB)provides guidance on steps consumers can take to protect themselves, and we recommend navigating to the link in the footnote for suggestions.[1]
  
  Please direct the member to GreenStates Account ********************** at ************** if they have further questions or concerns about their account status. *********************** ************************ (MAC) can also be reached via phone at ************** or chat using the secure chat feature at www.greenstate.org
  
  [1]***********************************************************************************************************************

  Customer response

  10/13/2023

   
  Complaint: 20678234
  
  I am rejecting this response because: I did not commit this Fraudulent action on Green ****** 53rd has acknowledge that I did not  commit this Fraudulent act and has subsequently closed the old account and opened a new one in good Standing. I have been with 53rd over 20 odd years, and have never had anything of this type happen to my account. I am not responsible for the Zelle actions, and thus will not be responsible for paying something back I did not take. I contacted Green ***** as soon as 53rd made me aware. ******* assured me this matter would be resolved and new account opened, since I did not do this. I have been lied to by different agents of Green *****. I have also contacted ************************ on this matter. I will not be responsible for charges I did not do. I want this removed from my History and my Account with Green ***** left in excellent condition, as it was before someone hacked me. Green ***** should be more diligent in placing blame where it belongs. I will not have my Credit marred by this, I am 70 years Old, and I am disabled, and have not done anything of this type. I am do an apology from Green ****** for accusations of this sort. I did not get this old to have my reputation Marred. I would like this matter resolved, ASAP.
  
  Sincerely,
  
  ***************************

  

  Business response

  10/17/2023

  Thank you for the opportunity to provide a follow up response to the complainant. GreenState recognizes the members dissatisfaction, but must remain consistent with the application of its practices regarding Zelle transactions. Unfortunately, the features of person-to-person (P2P)applications which make them convenient and fast, also make transactions subject to scams and fraud. As stated in the initial response, transactions were allowed to occur using the members registered email, which is their Zelle Token. It is the same email which has been on file with GreenState since account opening. Codes required to authorize the Zelle transactions and notifications of the subsequent Zelle transfers were sent to the members email.Two emails for each disputed transaction were delivered to the member: one with an authorization code needed to sanction the transaction and one informing the member of the Zelle transfer. Because the codes were delivered to the members email address and used to confirm the transactions, GreenState considers the transactions authorized. Ultimately, the member is responsible for safeguarding their email account security. This includes ensuring authorization codes or secure access codes are protected within the email account which can be accessed via phones, computers, etc. As such, we recommend periodically updating and using unique passwords and/or codes which allow access to the members phone, computers,and accounts through which Zelle transactions codes can be emailed and authorized. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I originally incurred overdraft fees from green state credit Union when my account was still in the 90-day probationary period When overdraft protection isn't available so I went into Green ***** and they agreed to take the overdraft charges off of my account for that period at that time I asked the account specialist or whatever her title might be , if overdraft protection would go into effect automatically at the end of those 90days. She told me that it would not and that I would have to physically come into the bank and sign a piece of paper for it to become active. I told her just like I did when I opened the account that I did not want overdraft protection on my account at all because if I don't have the money in the account I don't want to be able to pull money out and then have to deal with the fees, 3 months down the road I got a bank statement saying that I am $900 in the hole and it's affecting my credit. Had I known my account was in the hole because I don't check it every day I never would have kept pulling money out of it money I didn't have I think of the $900 that it is overdrafted 400 of it is in overdraft fees I'm trying to assume the loan on my father's house after his death and I need bank statements for the previous 3 months showing that I have a positive balance and I cannot do that now because of Green *****

  

  Business response

  09/15/2023

  Thank you for the opportunity to respond to the members concerns. A thorough review of the members account and transaction history was completed. According to Credit Union records, the member opened a Free Checking Account on 12/01/2022. During account opening, the member authorized the Credit Union to pay overdrafts on ATM and everyday debit card transactions when there was not enough money in the account, which is known as Extended Coverage and is explained in the overdraft election form entitled What You Need to Know about Overdrafts and Overdraft Fees signed by the member on 12/01/2022. The member was informed their account was subject to a 90-day Introductory Period during which time the account will not be eligible for the Overdraft Privilege program. If items are presented for payment that exceed the available balance in the account during this period, they will be returned unpaid, and a fee will be assessed. This was acknowledged by the member upon signing the Checking Account Disclosure Addendum on 12/01/2022.
  
  The member states they incurred overdraft fees when the account was in the 90-day Introductory Period and Overdraft Privilege (ODP) was not available. It was determined four non-sufficient funds (***) fees were assessed to the account during the Introductory Period; however, no ODP fees were assessed as the account was not subject to ODP during the Introductory Period. The members April 2023 statement indicates Credit Union staff refunded three of the *** fees and an ATM fee to the members account on 04/28/2023 as a courtesy and by their request. The member also asserts Credit Union staff informed them they would need to sign a form at the end of the 90-day Introductory Period to establish ODP. We appreciate the member bringing the issue to our attention and truly apologize for the miscommunication. It is the Credit Unions practice to enable ODP at the coverage level elected by the member during account opening at the conclusion of the 90-day Introductory Period. As previously stated, the member elected Extended Coverage when the account was opened in December 2022.The Credit Union has no record of the members intention to opt-out of ODP coverage.
  
  The member also elected to receive account correspondence electronically through online banking in accordance with the Credit Unions E-Statement Usage Agreement which states: You agree that any notice or other type of communication provided to you pursuant to the terms of this Agreement, and any future disclosure required by law,including electronic funds transfer disclosures, may be made electronically via e-mail with instructions/links or via email with attached disclosures. These include, but not limited to, statements, tax forms, *** Notices, Delinquency Notices,CD Maturity Notices, LOC Notices, and Loan Coupons. We will send all statements, notices, attachments, and/or documents to the last known e-mail address you provided. The Credit Union took the following steps to inform the member of the overdrawn nature of their account:
  Notices of Insufficient funds were provided via online banking after each *** transaction occurrence.
  Overdrawn Account Notices were provided via online banking when the members account became ten, 20, and 32 days overdrawn.
  Monthly E-Statements were provided via online banking which include account activity, balances, and assessed fees.
  While the account was overdrawn, Credit Union staff placed eleven phone calls to the member leaving messages encouraging them to reach out to the Credit Union and discuss the status of their account.
  
  Please do not hesitate to contact GreenStates Account ********************** at ************** with further questions or concerns.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently sold my trailer that I was living in and had a home loan through GreenState Credit Union for my trailer. Today I was on my bank account and noticed that they took out a mortgage payment even though the loan has been closed and paid in full. I called them today to get them to cancel the autopayment and to refund my account and was met with issue after issue and being transferred to person after person. I filled out the necessary paperwork that they sent me and then received a call back from them stating that I would need to contact my bank to stop the payment and that they couldn't do it on their end because they have had too many people try to scam them out of money lately. So now they are refusing to refund our money, as well as stop the autodraft from my bank account for a mortgage I no longer have. They are also refusing to refund us the remaining money they owe us from the loan payoff that wasn't included in our initial loan payoff refund. I don't believe they can legally do that but I am not getting anywhere with GreenState so I am filing a complaint here hoping that will help us get this issue resolved without getting a lawyer involved.

  

  Business response

  08/16/2023

  Thank you for the opportunity to respond to the members concerns. The ******************** Team investigated the members statements regarding a home loan which had been paid off but for which automatic payments continue to be processed and applied. The member also stated after having completed required paperwork they were instructed to work with another financial institution to resolve the automatic payment issue. The member stated the Credit Union is refusing to refund them money owed to them from the initial loan payoff and further requested a refund of the payment received and for future automatic payments to be canceled.
  
  The home loan referenced was reviewed and it has been confirmed a loan payoff was received by the Credit Union. Regrettably, the loan was not closed on the system of record following receipt of the final payment.As such, the members automatic payment continued to pull and be applied to the loan. Further, the internal error was not identified by staff who discussed the process of stopping the automatic payments with the member, resulting in the communication of incorrect information. We sincerely apologize for not identifying and communicating the error during the members initial contact with the Credit Union. The loan payoff error has been corrected and the automatic payment was returned to the member via check on 08/15/2023. During the review, it was determined the payoff amount received paid the balance in full resulting in no further refund being owed to the member. In addition, with the loan now being closed, the members automatic payment will no longer be generated and applied.
  
  The Credit Union appreciates the member bringing the issue to our attention and we truly apologize for the error and miscommunication. It is our hope that the members concerns will help improve Credit Union processes and prevent similar errors. Please do not hesitate to contact GreenStates ************************ (MAC) at ************* or chat in using the secure chat feature at www.greenstate.org if the member has further questions.

  Customer response

  08/18/2023

   
  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,
  
  ***********************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In attempts to be proactive I contacted the credit union for potential assistance with my 2015 Tahoe payment in the future due to upcoming surgeries. I am currently not past due, nor have I ever missed any payments for my **** Card or my Tahoe. I spoke with a ********************************* ************ over the phone on 05/11/23. She spoke to me about an option of the credit union sending me a packet for possible assistance. She never spoke to me about any reason for my credit card to be put on hold. We were discussing the option for the Tahoe. The call was recorded for quality and training purposes. She ensured me that she had gone over all the information and assured me of the next steps. On 05/11/23 @ 1:22PM I received an email to my ******************** address from ********* "Hello *******, I sent the packet for loss mitigation in another email. It is due back May 18th 2023, let me know if you need more time to fill it out. During this time our Rewards MC will be on hold status. Let me know if you have any questions. On 05/11/23 @1:27PM I received the email containing the packet. I called and emailed to follow up as well as Visited the ********* location speaking to *********************** ************. She called reaching out to ********* with no answer. I was told that they couldn't give out management information, but someone would be reaching out to me. On 05/15/23 I followed up via phone and email with no response. I reached out to ************ and spoke with an ****** who advised me that no requests to speak to a manager were submitted but he would input one for me. I called ********* back and she answered. She transferred me to ***** who is her manager. ***** informed me that they will be putting my credit card on hold for 3 months due to a possible hardship. I am in no way past due or behind. There is no reason for them to put my card on hold if I am not behind and I did not sign anything. I also wasn't informed this would be the process prior. Any further questions.

  

  Business response

  05/24/2023

  Thank you for the opportunity to respond to the complainants concerns. The ******************** Team investigated the members statements regarding a hold placed on their credit card following phone calls and emails received from GreenState on 05/11/2023. Standard procedure upon receiving a request for a Loss Mitigation Application is to place a hold on members credit cards to ensure further financial hardship does not occur.
  
  Phone call recordings were reviewed and confirm the member stated they would be unable to make future payments due to an upcoming financial hardship and was interested in pursuing Loss Mitigation options. The member was provided a Loss Mitigation Application and informed of the temporary credit card hold via email. Regrettably, our intent was not clearly communicated to the member on said calls, and for that we sincerely apologize. Therefore,the temporary hold was lifted, and the member was informed of the resolution via email on 05/24/2023.       
  
  GreenState appreciates that the member brought the issue to our attention and truly apologizes for the miscommunication. It is our hope that the members concerns will help improve future communications between employees and members. Additionally, coaching has been provided to applicable staff. Please do not hesitate to contact GreenStates Account ********************** at ************** with further questions or concerns.

  Customer response

  05/25/2023

   
  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. I am concerned that these practices have perhaps happened to other members as well. I hope going forward that Greenstate treats its customers who are coming to them proactively with upfront and clear intentions as opposed to blindsiding customers who aren't behind and have never been late. I appreciate the time the BBB spent on this request. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In December 2022, Green ***** Credit Union, Thay hold our Mortgage. **** said our Mortgage payment was paid ahead. OK, no money was taken out for the principle, in January or February so all the money went for interest. This was never explained to us, we would have never agreed to interest only.

  

  Business response

  03/28/2023

  Thank you for the opportunity to respond to the complainants concerns. GreenState Credit Union (GreenState) is guided by the terms of the contract executed between the member and *********** and Trust (Oxford) on 08/11/2021. Oxford was acquired by GreenState at the end of 2021.The Promissory Note discloses the interest calculation method as Interest on this Note is computed on a 365/365 simple interest basis; that is, by applying the ratio of the interest rate over the number of days in a year,multiplied by the outstanding principal balance, multiplied by the actual  number of days the principal balance is outstanding. The note also describes how payments are applied and states, payments will be applied first to any accrued unpaid interest; then to principal. Interest accrues daily, which means that each payment the member makes must first satisfy the accrued interest up until that day, and the rest of the payment would be applied to principal. The Credit Unions system is programmed to apply payments per the terms of the note.
  
  However, GreenState offers multiple options for members to apply additional funds to principal at their discretion. Information and instructions regarding payment options can be found online at www.greenstate.org by navigating to the Loan Payments option at the top of the homepage. In summary, options include:
  
  1. Work directly with a GreenState staff member, either by visiting a physical branch or contacting our ************************ (MAC). A staff member can manually apply the amount to principal, as long as you are eligible to make a principal payment at that time (i.e. you must not be past due, have a charged-off account, etc.).
  
  2. Since interest accrues daily, the member can make a payment that satisfies accrued interest up to that day, and any further payments made on that same day would be applied to principal. Please be aware that any fees due are paid before funds are applied to principal.
  
  3. If the member has a GreenState Share or Checking account, they can make principal-only payments through the Online Banking portal. Please note, this is not eligible for external transfers.   
  
  GreenState would be happy to discuss any questions the member may have by contacting GreenStates ************************ (MAC) at ************** or by using the secure chat feature at www.greenstate.org.

  Customer response

  03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that we do accept the response.
  
  Sincerely,
  
  ***************

*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. ↩