Business Profile

Credit Union

Veridian Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Veridian Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:01/09/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 28, 2024 we called Veridian in ******** to pay off our loan which was $27,905.50 the person at Veridian helped us go online to take care of this loan. We told them the money was coming from our money market account. They told us to check savings account which we did. A few days later we received the title to my vehicle stating there were no liens on it so we assumed that everything was OK on November 21 I received an email stating that my monthly payment was past due, which was a surprise since we believed we had paid it off in full apparently our bank refused the transaction because it was not a savings account. The money, however, was in the bank in our money market account . ********************** then informed me that I needed to pay interest from October 23 until they had received the money from me. They refused to admit they had done anything wrong even though they had sent me a clear title to my vehicle without having any money in hand. I dont believe I need or should have to pay any interest after October 23. They said I widow $326.93 in interest which should cover the time a check should get there. I overnighted the check instead at a cost of 30 some dollars and received a check from them for $61.42 because the check had gotten there early. I believe they still owe me $265.51 since they had sent me a clear title and I believed everything had been taken care of. I had talked to someone called ***** and also the CEO and president of Veridian whose name is **** ********** thats ***** last name ********* ** both were aware of the situation but still said they had done nothing wrong therefore I had to pay that additional interest.
Business Response
Date: 01/10/2025
Dear ******,
We have received your Better Business Bureau complaint about your attempt to payoff the auto loan you held with Veridian. We have provided a formal response to you in writing on two occasions about this issue. As noted before, the payments that were made through Veridians ********************* were from your financial institution and the account number was entered by you, without intervention from a Veridian employee. The payments were returned by your financial as No Account/Unable to Locate Account. Prior to ********************** being notified of the failed payments, the electronic system Veridian utilizes to manage titles showed that your auto loan was paid in full. It automatically processed the lien release on your title so it could be sent to you with our security interest lifted. It was after the lien release process was initiated that we learned of the returned payment.
We regret that you are still not satisfied with the explanation of what occurred. We deny any wrongdoing and consider this matter closed.
Further correspondence/complaints regarding this matter will not be responded to unless Veridian is required to respond in accordance with applicable state and/or federal law.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:12/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I used the company's online payment system and it said my payment was successful. I tried this more than once and it continued to show success. They reported this to the credit bureaus but it was a problem on thier end. I've disputed this with the credit bureau but Veridian continues to tell them it is accurate. I would like these transactions removed from my credit report since there systems indicated it was successful.
Business Response
Date: 12/17/2024
Dear ******,
We are sorry to hear of your disappointment regarding the credit reporting of your Veridian auto loan and the online payments you made that were rejected by your financial institution. We take your concerns seriously and have conducted a full review of the situation.
The payments you initiated on our online banking platform did initially process successfully and post to your loan. However, your financial institution rejected them. You may wish to follow up with your financial institution to determine why they were rejected and what, if any,notification they provided you regarding the rejected transactions.
Veridian notified you on several occasions of a late payment before it impacted your credit. We recognize your disappointment in the negative reporting to the bureaus. It is Veridians policy and practice to report credit accurately to the bureaus in accordance with the Fair Credit Reporting Act (FCRA), therefore, we decline to amend an accurately reported loan.
We will be following up via mail with more detailed information about the payments, including trace numbers, so you may follow up with your financial institution if you wish to continue to troubleshoot. The letter will also outline additional ways you can set up notifications if payments fail or your loan payment is late.
Thank you for submitting your feedback.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 12/18/2024

Complaint: 22674527

I am rejecting this response because:
My account used to pay was successfully linked to the Veridian system and when I made a payment the Veridian system said it was successful. Each time I was called I submitted the payment again and it said successful. The Veridian system is relaying incorrect information to the customer. If it had indicated pending, in progress or scheduled I would have known to check back later. I did not file this complaint because the payment was refused by my bank so there is no reason to call them. I filed this complaint because the Veridian system provided misleading information and then sent this to the credit reporting bureaus.

Sincerely,

***** ********
Business Response
Date: 12/19/2024
Dear ******,
We are sorry to hear you are not satisfied with our response. As noted before, the successful message you received via online banking only indicates that the transaction was successfully sent. It posted to the loan successfully and later we were notified your financial institution rejected it. We deny your allegation that Veridians system is relaying incorrect information. We consider this matter investigated and closed and will not be amending the accurately reporting loan. We have provided your feedback about the successful messaging to our internal stakeholders.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:03/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
March 1, 2024 I was wrongfully charged $55.62 by ********** I disputed the charge with Veridian and instead of investigating first they automatically credited my account. The same day Apple credited back the $55.62 on march 5, 2024 therefore my issue was resolved. Due to Veridian crediting and then reversing that credit they issued without my knowledge or consent Into my account back on march 13, 2024 my account balance is now negative $***** instead of being positive with a few dollars in it. They are going to take the ***** out of my Disabled childs SSI check to account for that ********************** they should have never issued due to their bad business procedure with disputes. They argue that my account would still be negative today and in fact it would not be because I do not allow overdrafting to happen on this account. ********************** as dispute system needs to be reevaluated and the credit issuing part needs to change! I now am having to change my sons check deposit to another bank because of this and I would like this issue to be resolved asap so I can close this account for good. I do not want anything left in my account I want the balance zeroed out so my sons money isnt stolen because of a bad procedure/protocol made by this business.
Business Response
Date: 03/25/2024
Hello *********,
Thank you for taking the time to provide feedback about the experience you had when you filed a dispute for a charge in your checking account. We take your feedback seriously and have completed a thorough review of the situation.
As noted in your complaint, on 03-01-2024, Veridian received a dispute of a $55.62 charge that occurred in your checking account. The dispute was initiated through Veridians website.
On 03-01-2024, an email was sent to you confirming that we received your dispute and that a provisional credit in the amount of $55.62 would post to your account within 1 business day while we investigate the dispute. The credit was applied to your account on **********.
On 03-05-2024, Apple refunded the $55.62 to your account.
On 03-05-2024, Veridian sent you an email explaining that the merchant issued you credit for the disputed transaction, so the provisional credit that was previously issued to you would be reversed on 03-13-2024. This provided you with seven days before the credit was reversed. The provisional credit was reversed on 03-13-2024 as indicated in the email.
Both emails were sent to the email we have on file for you.The email address matches the one provided in this BBB complaint as well.
We are sorry you are dissatisfied with the dispute process,and we have provided your feedback to our internal stakeholders. It is Veridians practice to issue provisional credit as a courtesy in some dispute cases to allow you to have use of the funds while the dispute is being investigated. The terms of the provisional credit are clearly outlined in the email communication sent to you.If you would like copies of the emails sent, please contact us at your earliest convenience and we will be happy to provide them to you.
We disagree that your sons money is being stolen due to this procedure. The provisional credit was reflected in your online banking transaction history and communicated to you twice through email. If you would like to make arrangements on the negative balance, you may contact our Account Resolutions team at *************.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 03/26/2024

Complaint: 21468363

I am rejecting this response because when my sons money is deposited into my account you will take the $***** from his check and h will be left with the remaining balance after you take that to make account balance positive, so therefore my son will be out that ***** for this month which takes away from things we have to pay for like his incontinence supplies that we do not receive any assistance for. I do not have anyone to borrow this money form to make up for it being used to make my account positive this was not his policy choice nor his decision so to absolutely do not accept this response and it is nothing different than what was discussed on the phone which is why I filed with BBB. I will be closing this account as so many of my friends and family have already done.

Sincerely,

*******************************
Initial Complaint
Date:03/07/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Stop sending me junk mail. I signed up for Veridian Credit Union a few months ago and never asked them to send me anything. I only wanted the Checking/Savings account that I got. I received my first piece of Junk mail in early January 2024 I am guessing. It was for $1,000 no cost TruStage AD&D insurance provided by CMFG.On February 8, 2024 I called Veridian at ************** and spoke to ******** and told her to remove me from all mailing list. I do not want any offers. I don't care if it is free. No marketing mail. On the same day I also called CMFG Insurance at ************** and spoke to ******** and told her the same thing. On the same day I also sent an email to Veridian via their web site contact form. The next day I got the email response back "Good morning ******,Thank you for taking the time to contact Veridian Credit Union. I have you opted out for receiving mailers. Please let us know if you have any additional questions.Thank you,*** eServices Specialist Veridian Credit Union"Apparently this was all a lie and my 3 contact attempts were a waste of time because I received the following junk postal mail since then with approximate dates:-February 15th, 2024: $100,000 of Trustage ******************* by CMFG ************** Offer code ST80-1223 -March 1st, 2024: ****************************** Program by ************************ Invitation # CU77584199 -March 5th, 2024: (second offer) $100,000 of Trustage ******************* by CMFG ************** Offer code ST80-1223 Not only do you not listen but you are apparently giving away or selling my contact information to insurance companies. I never asked for this. You contact all the companies you gave my information to and tell them to stop sending my junk mail and tell Veridian itself to stop sending me junk mail. It should not take a month to get the message
Business Response
Date: 03/12/2024
Dear ******,
Thank you for taking the time to provide your feedback about Veridians mail correspondence with you. We take your concerns seriously and have conducted a thorough review of the situation.
We can confirm we did update your preferences on 02-08-2024 to reflect that you did not want to receive promotional/marketing materials from Veridian. According to your complaint, you continued to receive mail from Veridian on *****- 2024 and 03-05-2024. We are sorry you continued to receive mail after your request was submitted. The third party you were receiving mail from typically initiates a series of mailings. This means that once you opt out, there may still be mailings in that series that are already in process and not able to be stopped. This is likely the reason you received the mailings noted above.
On 03-07-2024, we followed up with our third-party partners directly to ensure they suppress your information for any future mailings. We also reviewed your preferences in our core system and ensured you are opted out of all marketing related phone, direct mail, and email communications. Please note that you will still receive correspondence from us such as your Statement of Accounts and other informational communication related to your accounts.
If you would like to review Veridians Privacy Policy that outlines what information can be shared, and what sharing can be limited, you may find it online at *****************************************************.
On 03-08-2024, a branch manager reached out to you by phone to ensure your concerns were heard. We value your feedback and have engaged third party partners and internal stakeholders to address your concerns.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 03/12/2024

Complaint: 21397811

I am rejecting this response because:

It should not take 5 mailings and 6 weeks after I tell you to stop for you to actually do it. I don't care about a series of non stop mailings that you can't fix. You need to get a better 3rd party insurance vendor or do your own mailings or sign a different contract. These mailings bear the name of "Veridian" and they got my postal address from Veridian so you are too blame and they are under your control. Come up with a better system.

Having said that I know you will do nothing and the next person that signs up for a checking account will get a half dozen pieces of junk mail even if they tell the bank employee when they sign up they want no junk mail just like I did.

Sincerely,

*********************
Business Response
Date: 03/12/2024
Dear ***,
We certainly understand your concerns and we continue to work internally and with our affiliate to address them. Thank you for providing your feedback.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:09/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had multiple fees charged in a very short period of time for overdraft fees, including a fee on a micro deposit and withdraw verification of bank account. My account received two small deposits less than $.50 and then withdrew them for the bank that was verifying my account because of this I was charged an additional overdraft fee, even though it was a verification. I contacted **************** via the messaging services in the app, and received a response with minor attitude, lack of kindness, or empathy of the situation, or any additional help for clarification or resolution. Instead, I received a response telling me that they could file fraud claims if it were beyond my control as I stated in my original message, but what I meant was, I cannot control a bank account verification withdrawal on a micro deposit that is used to confirm if you own an account. While I understand that this is an automated fee based on account status, the representative that responded almost mocked me with a closure of account or fraud report response, and provided no legitimate resolution or offer of assistance. I work with regulators auditors and quality and the response that I received was very disappointing. I would really like somebody to review this and see if there is any clarification that can be provided. I understand that my account did go negative and fees will accrue with that however, $200 worth of fees, including a fee on a bank account verification is insane. I am not normally want to complain, but I would really like some assistance to resolve this issue.
Business Response
Date: 09/22/2023
Dear *******,
Thank you for bringing your concerns to our attention. We have thoroughly reviewed your account history. We were able to find the transaction you were concerned about that was related to account verification.The reason the overdraft fee was assessed is because your account was already in the negative when the microdeposit/withdrawal posted. Had the account been at $0.00 or in the positive, the microdeposits and the withdrawal would have cancelled each other out and no fee would have occurred. We recommend not initiating any transactions, including an account verification process when your account is in the negative. We have reviewed all fees charged to your account since 09-01-2023 and all were charged in accordance with our Membership and Account Application and Fee Schedule. We will be mailing you a letter with a more detailed explanation.
We are sorry you did not receive the service you expected when you contacted Veridian about your concerns, and we recognize your frustration about receiving a fee for a small dollar transaction. We have passed your feedback on to our internal stakeholders. On 09-22-2023, a Team Leader of the ********************* reached out to you to ensure your concerns were heard. She left you a message including her direct phone number so you can contact her to discuss your concerns directly. Thank you for providing your feedback.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 09/25/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and feel that the minimum expectations of solution were met based on the response provided above.

Sincerely,

******************************* ********
Initial Complaint
Date:06/28/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Account number *********** auto loan Deceptive Acts or Practices - A representation, omission, actor practice is deceptive when,1.The representation, omission, act, or practice misleads or is likely to mislead the consumer.2.The consumers interpretation of the representation, omission, act, or practice is reasonable under the circumstances; and 3.The misleading representation, omission, act, or practice is material.Loan and security agreement was misleading listing me as a borrower. I was given electronic documents to sign and was not informed of the fact that I would have no security in the property that I was purchasing. Veridian allowed me to not be listed as an owner although I was listed as an owner and a borrower on ALL documents that were signed by me. I was misled and Veridian was not truthful or honest about the purchase of this vehicle and how it would impact me. I was then told to take ANOTHER loan to help save this issue, to which I trusted what this employee was telling me and applied, taking ANOTHER hard hit on my credit report, I was talked down on by another representative and listened to her make many discriminating bias comments to me. I feel that my rights have been beyond violated and I would hate to see this happen to another Veridian Credit union member. There is no protection or security given to members, documents that are being signed are illegal and fail to state ALL disclosures and processes of the loan.
Business Response
Date: 06/29/2023
Dear *****,
Thank you for taking the time to submit your feedback. We regret to hear you are having issues with the title to a car for a loan you hold with Veridian, as well as the information provided to you in your loan documents. We take your concerns seriously and have completed a thorough review of the situation.
In the *************, a financial institution has no ability to dictate how a vehicle is titled. It is up to the purchaser to determine how it will be titled. Veridians requirements are that the owner is either on the loan or is listed as owner of security. The title process was handled entirely by the other borrower on this loan.
On 06-28-2023, the Team Lead of Consumer Lending spoke to you by phone to discuss the options you may have with this loan and title. He provided his direct phone number, and you indicated you would call him back within the next few days to determine next steps.
We will be mailing you a direct response with additional information,so you have it for your records.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 06/30/2023

Complaint: 20249205

I am rejecting this response because: The documents that were given to me to sign were mis-leading, knowing I am from another state I feel the communication was failed and the document was mis leading, leading me to believe I had security signing the above documents. I feel that Veridian credit union misrepresented themselves in explaining the disclosures and allowing this to happen. I was given a form that stated I was on the "lien" and listed as an owner, therefore I should have been notified that it wasnt the truth. I was not! I now I have no security in obtaining the car to sell it to get them the money they are asking. I have no ability to obtain the title or to reinstate the title to my name. The documents that were signed by me did not state that and were mis leading to make me believe that I was the co owner of this vehicle. I did discuss options with a loan adviser but basically was told to voluntarily reposess or pay the loan after refinancing for a lower interest rate. I was told before to refinance and the title would be sent to me in my name, after applying for the loan as instructed by your loan advisor and taking a hard hit on my credit, I find out that AGAIN I was mis lead and mis represented. FIX the issue!

Sincerely,

*************************
Business Response
Date: 07/10/2023
Dear *****,
We are sorry you are not satisfied with Veridians response to your concerns. Your feedback about the language in the loan documents has been passed along to our stakeholders. The options outlined by the Team Lead of Consumer Lending still stand and he is available to discuss with you at your earliest convenience.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:06/28/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife and I bought a car with a loan through Veridian credit union over the first 4 months I pre paid my payments for about 10 months every thing was fine I got letters in the mail saying my next payment was due 10-1-23 this was around 1-1-23 then I got a letter saying I need to pay my payments that I was not allowed to pre pay payments and would need to make normal monthly payments well I started making payments even though I dont owe anything tell 10-1-23 Ive made 2 payments once I got the letter the next payment slip in my payment book is for 12-1-23 I tried to talk to Veridian on the phone they say that those payments do not count even though I filled out each payment slip for every payment Ive made, I tried to come up with a plan to get on a normal payment to the date I owe a payment 12-1-23
Business Response
Date: 06/28/2023
Dear ***,
Thank you for taking the time to provide your feedback about your loan payment history. We have completed a review of your account and understand your concerns. You will be receiving a letter in the mail that includes more detailed information, including your signed loan documents.
Page 1 of the Retail Installment Sale Contract (Contract),outlines the obligation to make payments according to the payment schedule. Section 1(d) states you may prepay this debt at any time, but it does not excuse any later scheduled payments. The debt you may prepay is the principal balance of the loan. The interest is considered a finance charge and is not able to be prepaid.
The loan you hold with Veridian is a simple interest loan,which means interest accrues daily. Each time a payment is made, all interest accrued to date is satisfied and the remaining amount goes to principal. If you do not continue to make payments monthly as outlined in the Contract, interest will continue to accrue each day and will result in an accumulation of outstanding interest the next time a payment is made. Therefore it is our recommendation that monthly payments are made on the due date, rather than making several payments at once. You are always welcome to pay extra on the principal balance of the loan.
On 06-28-2023, the Team Lead of Consumer Lending contacted you by phone to ensure all your concerns were heard and to discuss your loan due date. We hope the above explanation and the conversation you had with a Veridian Team Lead has helped to resolve your concerns.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:06/26/2023
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ive over paid my car payment for months. So much that I forgot what my Minimal payment was. They charged me a 30 day late fee for 8 dollars short. I also bank with WSECU. In WA. I over pay every month. If Im late a few days they tell me I owe the difference of the last few months. Example I paid 300 month prior. Minimal payment is 250. So the following month i would only owe 200 if I cant make 250. Thats been ongoing with WSECU. Needless to say Veridian reported me 30 days straight over 8 bucks. I had no clue. I called to remedy the isssue and over paid the the next month. They were rude and bullied me. My credit which is on time for the past 20 years with payments was docked 100 points. My 8k credit card was reduced to ****. My chances of a good interest rate on a new home shot. They do not care about food customer service.
Business Response
Date: 06/29/2023
Dear ******,
Thank you for taking the time to provide your feedback. We are sorry to hear of the disappointment you have experienced due to the payment that was reported late to the credit bureaus. We have completed a complete review of the situation and will be following up with you in writing with the results of our review. Due to privacy concerns, we are unable to provide the same level of detail in this online response.
On 06-28-2023, a Team Lead followed up with you by phone to communicate the results of our review and ensure your concerns were heard. It is our understanding you are satisfied with the follow up actions Veridian has taken.
If you have additional questions or concerns, please dont hesitate to reach out to a representative.
Sincerely,
Compliance Department
Veridian Credit Union
Initial Complaint
Date:06/13/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Car was paid off on 4/23/23. After waiting 30 days for my cars title to be received I contacted them on 3 different occasions. The last on 6/7/23 I talked to the person identified on this memo of release of lean. They stated that they would contact their broker and update me on when the title would be received. I need to sell my car and need the title. After almost two months of can you help me they tell me to call their loan broker. Since they paid the broker a finder's fee and my loan was them, i feel they were obligated to assist me and give me the title or at least and update on the status of the title. Please help me obtain the title or at least a status update.
Business Response
Date: 06/15/2023
Dear ****,
We are sorry to hear of the trouble you are experiencing with the title of your paid off loan. We take your concerns seriously and have completed a thorough review of the situation.
Veridian partners with a third party to refinance auto loans. Your loan application was initiated through this third party, and they are responsible for completing all title work. It is important to us that the title process takes place efficiently with our third-party partners. We contacted the Director of Title Operations at the third party to inquire about the status of the title. She indicated they were waiting on a bill of sale from the Lessor. It was received at the end of May, but there were timing issues in relation to when the information was received and where the title paperwork was in the process with their vendor. She has assured us the title process has resumed and will be out to the jurisdiction this week.
On 06-14-2023, the Director of Title Operations with the third party called and left you a message to update you on the status of your title. In addition, on 06-15-2023, Veridians Manager of Third-Party Lending also contacted you to ensure your concerns were heard. We appreciate your feedback about your experience and have passed it along to our stakeholders, as we continuously strive to improve our members experience.
Sincerely,
Compliance Department
Veridian Credit Union
Customer Answer
Date: 06/15/2023

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.Spoke to ****** Director of the *************** and confirmed we are making progress to complete the title transfer. Thanks to BBB I am no longer running in circles. :')

Sincerely,

***************
Initial Complaint
Date:04/18/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I refinanced my auto loan with this company, Veridian Credit Union, in April 2022. I was not notified that I did not carry the appropriate insurance coverage before I agreed to refinance the loan. I was not provided any good faith estimates forms After the loan was originated, forced place insurance was applied to my monthly payments. Every phone call I was given different information and none of the calls were handle appropriately to provide me accurate information about my loan. *** called them multiple times to have a representative look at my originating documents with me over the phone and the representatives will not review my documents. I believe they refinanced my loan for the sole benefit of their company, as it has affected me negatively in every aspect
Business Response
Date: 04/24/2023
Dear *******,
Thank you for providing your feedback about the ******************************* (***) that has been added to your loan. We are sorry to hear of your disappointment with the insurance requirements and how it was communicated to you during the loan application process and after the loan originated.
Veridian partners with a 3rd party to provide financing for auto loan refinances. You initiated the application through the third party and all communication about the loan and requirements were handled by them. We have passed along your feedback to our partner to make sure they are aware you feel the insurance requirements were not clearly communicated. We would encourage you to follow up with them directly if you have additional concerns about the loan application process.
The insurance coverage requirements were outlined in the loan documents you signed as well as 8 letters that were mailed to you since the loan originated. We reviewed all recorded calls you have had with Veridian since the loan originated. We understand your concern that you called multiple times and did not get to the root of the issue. While Veridian employees provided accurate information on how to submit your proof of insurance, we hear your concern that additional questions were not asked about your specific situation to ensure the proper coverage was in place. We appreciate that feedback and have passed it along to our stakeholders.
If you are able to obtain full coverage insurance with Veridian listed as lien holder and provide proof to Veridian, the *** can be cancelled effective the date the insurance is in place. This means the additional charges will not continue to be added to the loan balance once your own full coverage insurance is in place.
On 04-21-2023, a member of the management team of the Account ********************** reached out to you to ensure your concerns were heard. She provided her direct contact information in case you have additional questions or concerns that you would like addressed. We will be mailing you a letter that has additional information and documentation that we were unable to share in this public response due to privacy issues. If you have further questions once you receive that documentation, they may be submitted to the address noted in the letter or you may reach out to the Manager you spoke to today. Thank you for taking the time to provide your feedback.
Sincerely,
Compliance Department
Veridian Credit Union

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Veridian Credit Union is NOT a BBB Accredited Business.