ComplaintsforCapital Educators Federal Credit Union

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get CapEd Credit Union to cancel an automatic debit of my checking because the final bill is way less that what they are going to auto debit. Everytime I call them I get the runaround of why it that they cannot cancel my auto payment. An employee name ******* said that the link she sends will solve the problem, but it did not and I am out of options here. I want this auto payment STOPPED! They will auto debit $594.61 and I owe like $360. The difference may not be a lot of money to most people, but for us it the difference between paying the electric bill and eating! I want them to cancel this auto pay and I will call in the remaining amount on my loan using my checking account. It should be simple but these people are either crooks or dumber than a box of rocks!

  Business response

  02/16/2024

  ******************** worked with a CapEd staff member to remove the automatic loan payment and the loan was paid off for the correct amount on 1/18/2024.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never agreed to or signed up for this bank to allow the use of courtesy pay. I have gone in branch and called multiple times over fees. Their courtesy pay fee is $27 per transaction and in the last year it's costed me $120 due to transactions going through instead of being declined like it should be when not enrolled in courtesy pay. I want all fees refunded from dates 01/01/2023 to 01/08/2024 as they have fraudulently charged them due to me never signing an agreement to their courtesy pay.

  Customer response

  01/11/2024

  Bank settled this 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I am desperately looking for someone to help me with my car loan. I have been signed up for auto pay ever since this loan started. From the beginning I have been on auto pay. And the capEd website incorrectly withdrew my payment late every month. I have explained this over and over and every single person I speak to tells me that Im wrong and tells me that I am behind a month. In 3 years I have only been late 3-4 times. I requested my payment date to be changed to fix the issue and nobody has been able to help me! I have been charged a $20 fee just to be able to make my payment using a debit card since I cannot be approved for a caped checking account for some reason? And late fees have been charged. Also I have had insurance throughout the entire loan except for the very 1st month. And I have been charged incorrectly for expensive insurance that I did not need to have. I have provided proof of insurance every time. I have been paying on the car for 3 years. $480-$500 every month. I have paid approximately $21,000 for this car already! And according to credit karma I have only paid 9 % of the loan off. Still owing $27,000 for a 2018 ***** CRV. I would like to purchase a new vehicle but every time I apply I am denied because my credit shows that I have been late on my car payment for three and a half years. I do not know where to turn. This is so unfair and I cant get through to anyone that will help me. If these payments were late, it was not intentional. I selected the auto payment to be taken on the week before the due date. The computer auto populated the date to the first of the month. I was signed up on auto pay trying to prevent ever being late. Please advise me on my best route. I need a bigger vehicle so my whole family can fit. I have been denied twice by caped. And anywhere else I apply every single loan company says no. What can I do? Please help? I do not want to default on this loan. Thank you ********************* ************

  Business response

  01/29/2024

  Our sincerest apologies for the lateness of this response. The email we received from the Better Business Bureau on 11/30/2023 was recently discovered in an unused email inbox.

  In reviewing multiple documents and communications between ************ and CapEd Credit Union, it appears we have provided her documentation showing the activity on her loan account and the automatic loan payment dates she herself selected and set up. It is unfortunate that she feels she has not received assistance; however, we have responded promptly to all of her concerns with accurate information.

  At her request, we are happy to provide any additional information that she might need. She can reach out to us at ************************************** or call our ********************* at ************.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Capital Educators FCU and do not have a contract with ******************** Services. They did not provide me with the original application like I asked.

  Business response

  05/01/2023

  We received a signed loan application from ************** on 7/12/2019. After defaulting on the loan, CapEd Credit Union sent the loan to ********************* Services for collection.

  We do not have a record of his request for the original loan application, but I am sending an encrypted copy to ************** today.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My mom is going through Stage 4 Colon Cancer. i have been back and forth with my mom. So i have been overwhelmed and financially strained. Me and my husband have a joint account with CapEd my husband has his individual bank account at a different bank. I transferred $650 to our joint account. I check the account that Friday when my husband asked me to because he wanted to see how much to transfer into the account. I realized i was negative by around 700 i looked and it was due to a ton of fees. I realized I made a mistake I transferred money from the joint account to the joint account. So i never actually deposited the $650. I basically took it out of the joint to put it back into the joint account. It was an honest mistake i had been with my mom and was super scatter brained. So i called and asked if they would help me with some of the fees. The total in fees is $720. the representative said no because I knew that there were fees if the account went negative. I understand that but this was an honest mistake they could clearly see it. I asked to speak with the supervisor. They told me that she was busy and would call me back. i called back a few days later and i have yet to hear from anyone. I would love to bring my account positive however $720 in fees is hard to just pull out of my pocket.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I applied to refinance my car loan. I have a car loan through one entity and another through Idaho central. I applied here at capital educators. I was approved. I sent them all my paystubs verification and they told me to send them proof of my identification. But when they saw that my ID was not a license they provided on saying that they cannot give me the loan. I sent my ID it is an ***** drivers license all of my cars are insured I have never had a problem because I dont have a drivers license I dont drive I am a legally blind person and I am showing them my ID Ill let you know when they ask me I dont drive my husband and my daughter both have drivers license or if I need to get a chauffeur I needed you know I need a car. And they pulled my application when it was already approved. Idaho Central knows I dont have a license I have an ID and they still gave me a loan *********** financial is the same.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle through Caped back in 2019. They have added an insurance charge of $2544. I spoke with someone with the company and they informed me that it would be removed in 7 days. I asked for a 10 day pay on my vehicle. The lady I spoke to gave me a 10 day payoff and told me to deduct the $2544.00 and the remainder was my balance for my payoff. The remaining balance of the vehicle has been paid off. Now they are holding the title hostage for a separate issue and refuse to send the the to the buyer of the vehicle. I have documentation the communication I have had with caped before they refuse to release the title to the buyer of the vehicle.

  Business response

  05/17/2022

  As indicated by the complainant, the vehicle loan he had at CapEd has been paid in full. However, CapEd has a cross collateralization provision in its account agreement, which is given to every new member. CapEd recently sent this disclosure to the complainant for reference. This provision states, The security interest secures the loan and any extensions, renewals, or refinancings of the loan. Unless prohibited by applicable law, the security interest also secures any other loans, including any credit card loan, you have now or received in the future from us and any other amounts you owe us for any reason now or in the future, except any loan secured by your principal dwelling. If the property is household goods as defined by the Federal **************** Credit Practices rule or your principal dwelling the property will secure only this loan and not other loans or amounts you owe us.
  
  CapEd has invoked this provision as the complainant has other amounts he owes the credit union. Under the cross collateralization clause,CapEd can retain the title of the vehicle until the other amounts are paid.

  Customer response

  05/17/2022

  so let me understand this when I called and asked for a 10 day payoff for my vehicle why didnt the representative mention this? They gave me the exact dollar amount to pay off the vehicle  not at any point did they mention anything about a charged off account. The representative that called me last Friday morning stating that the debt they are referring to has been charged off. Written off as a bad debt, now that the vehicle is paid off they are attempting to hold the title even through they said the debts was charged off. Explain to me how that works how can you write something off as a bad debt or loss. Why wasnt this disclosed to me when I inquired about my payoff on the phone and email? This information was never disclosed to me when I was in branch setting up my account. So I dont understand why a customer agreement was sent to me? The representative who called last Friday stated that I had a charged off loan  if something is charged isnt it written off as a bad debt? Being it was charged off why are they allowed to hold my title from separate account hostage? I also contacted them about the charged off debt last month and the person I spoke with stated they could not take a payment on it. If you could not take a payment then why are you holding on to the title for a separate account. When the first account went bad why wasnt the reposed being they are connected somehow? I just dont get how one has to do with the other. 

   

   

   
  Complaint: 17198963
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business response

  05/19/2022

  After further review of this issue, we have determined that,because the other debt payoff was not quoted to the complainant with the vehicle loan payoff quote, we will be releasing the title for the paid-off vehicle. We apologize for this oversight and the delay in getting the title sent to the appropriate party.
  
  The complainant is still responsible for the other debt. If needed, CapEd can provide ****************** with information on this other debt,including a signed agreement. Payments on this debt can be made to CapEd via mail, in branch, or by phone; however, payments CANNOT be accepted at an ATM. If ****************** has any further concerns and wishes to speak with a CapEd representative,he can call or email CapEd and request the Credit ***********************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My main checking account was closed due to a secondary account that isn't used very often being overdrawn by $.52 for too long. I understand that closing the account that is overdrawn may be policy, but I am uncertain why my main account needed to be closed as well. Had I been aware that the account was overdrawn, I would have gotten in my car with two quarters and two pennies, and driven to the nearest branch to make things right if need be. However, there was no phone call, no text, no email letting me know that this closure was going to occur. Now because of my main account being closed, my paycheck is not able to be deposited. This means that all the bills that are setup to auto-draft from the account are going to bounce. This will undoubtedly cause Insufficient Funds charges as well as late fees. Long story short, if someone from CapEd could have picked up the phone and made a quick phone call, or shot me a text or email, this whole mess could have easily been avoided. Now a measly **************************** over $300.

  Business response

  11/02/2021

  November 2, 2021
  
  In response to BBB Complaint ID ********:
  
  CapEd takes all complaints seriously. To help the parties involved understand the process, below is a description of CapEds practice before charging off a negative balance account.
  
  When a members account has a negative balance, CapEd notifies the member of the negative account balance by sending a series automatically-generated letters. The first letter is sent on the 20th day after the account became negative and alerts the member to the negative account balance status.
  
  A second letter is sent on the 32nd day after the account became negative. This letter reminds the member of the negative balance status and urges the member to contact CapEd to resolve the issue. It also notifies the member that if the account balance is not brought positive before the 45th day of the date it became overdrawn, the account will be closed.
  
  Once the account has had a negative balance for 45 days, CapEd is required by federal regulation to charge off the account. We send a final letter to the member on the 45th day to notify him/her/them that the account has been charged off. This final letter notifies the member that all accounts associated with his/her/their name have been closed. The practice of closing all related accounts is in place because a charge off means that the member has caused CapEd a loss and all services are revoked.
  
  In this particular case, the complainant was not an owner of the secondary account that was charged off first. Because the negative balance accounts have been brought positive, CapEd would consider reopening both accounts at the request of the primary member. To make this request, the member can contact CapEd at ************ and a representative can assist her.

  Customer response

  11/02/2021

   
  Complaint: 16072249
  
  I am rejecting this response because:

  The complaint is not about policy, it is in regard to lackluster attempt to notify.

  For one, the account in question was not supposed to be able to be overdrawn in the first place. There would be no reason for us to believe the account is overdrawn, so any letters sent would have been regarded as basic junk mail. 

  For two, this is the 21st century. In the digital age, it seems an email would be more appropriate. With an email, you can use a read receipt to ensure the recipient actually received and read the email. I know you have a valid email address on file. In this case a simple email could have saved everyone involved a lot of headache. I would also argue that email notifications would be a much more cost effective method of notifying your customers, which makes me curious as to why this isn't a commonly used method for such notifications. 

  As far as reopening the accounts go, that is neither here nor there. I have already opened a new checking account as I am sure you can see. This will not rectify the issue. As it stands, the paycheck that I use to feed my family, to make my house payment, to pay utilities and credit cards, is somewhere in limbo. At this point I am looking at not being able to buy food and basic necessities until my next payday on 11/15. This is where the problem lies - I have to look in the eyes of my hungry children and tell them I don't have money to buy food. 

  While I understand your policy and why it is there, I do not understand your methods. I certainly would have paid the $.52 to rectify the issue....Had I known there was an issue.

  
  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. ↩