ComplaintsforIlliana Financial Credit Union

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am complaining about inaccurate information that was sent to the credit bureau regarding my monthly payment for my car loan. The account number is ********* payments are automatically taken out of my account and they have been since 2020. In October 2023 I found a new auto insurance company and failed to tell Illiana about it. Six months later I received a call from ****** from asset recovery stating that they didnt receive my new auto insurance company. I immediately sent that information to them. They said they tried to contact me but I never received any information or phone calls until six months later which was in April 2024. I found out that they reported a late payment to the credit bureau because of some penalty for not submitting my current auto insurance information. I asked her if my credit report would be fixed once they receive my information she said yes but this was never done. The payments automatically are taken out of my checking account every month and I have my checking account statements to prove it. It is unethical to say someone was late with a payment when they werent. She also stated I was charged a penalty but my payments would not increase. She then stated that it would be added onto my balance. How can they submit a late payment on some thing thats in the future? I would like the late payments removed from May 2024 from our credit bureaus because I was never late and I have my statements to prove it.

  Business response

  08/21/2024

  August 20, 2024
  
  Customer Relations Advocate
  ********************** of Chicago & Northern Illinois, ****
  
  RE: Customer-*** *******************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for any inconvenience that the member has experienced. After thoroughly reviewing the complaint mentioned above, we have promptly contacted the relevant department to ensure a swift resolution.
  After receiving proof of insurance from ************* on 04/23/2024, Illiana issued a full refund on 04/24/2024, removing all late fees and insurance charges applied from 11/02/2023, to 04/24/2024. While ************** had automatic payments set up to cover her contract payment, she did not adjust the payment amount to account for the policy increase added on 11/02/2023.Illiana is unable to modify any automatic payment amount without ****************** signed consent. It is the members responsibility to adjust their monthly payment to cover the increased amount due to the added policy. ************** received several notifications requesting proof of insurance before any changes were made.
  

  Although our policy is for the payment marks to remain on the credit report, we will be adjusting **************** report as a courtesy. ************** has been informed and is in agreeance of the decision.
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  For The Credit Union,
  
  
  ***********************
  Chief Strategy Officer

  
  

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried to deposit money into my account from my phone and then I went to the bank's ATM and I still could not make the deposit. I contacted the company on three separate days and I still have not received a response from them so I put the money in the night deposit box which they posted to my account but now my account is negative and it should not have been because I had the money and no one reached back out to me in regards to this.

  Business response

  05/13/2024

  May 8, 2024
  
  Customer Relations Advocate
  ********************** of Chicago & Northern Illinois,Inc.
  
  RE: Customer-************************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience that the member experiences.
  
  After assessing ***** complaint, she informed us that she attempted to deposit funds through our ATM, unaware that our machines do not accommodate deposits. **** states that she tried to contact the credit union on three separate dates with no response. **** contacted us via our online banking message portal, on 04/29/24 (one of which was after hours) the following business day one of our member service representatives tried to contact her and was not successful and left a message. Recognizing the urgency, a manager reached out to **** on 5/1/24 in an effort to resolve the mobile deposit issue.However, at the juncture, **** expresses her intention to escalate the matter to the BBB.
  
  We are pleased to inform you that ***** was issued a refund for the fee she incurred.
  
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  Thank you for your understanding in this matter.
  
  
  For The Credit Union,
  
  
  ***********************
  Chief Strategy Officer

  Customer response

  05/15/2024

   
  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

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This past week, I unexpectedly received a check for $63.29 from Illiana Financial in ************, ********. My family members, starting with my uncle, have had an account with this organization since the mid-1950s. Followed by my mother, sister, and I, being the last ones in my family alive, have had an account with this organization. Upon calling and speaking to their manager, ******, she told me that the account was closed because of inactivity and that I was charged $10.00 a month due to a lack of usage when I questioned the amount I received as being low. I live in another state but monitored the account online and saw no service charges. She disqualified this action as not being considered an acknowledged activity. She said the notification was sent to my home address, which I did not receive. Yet, I did receive the check with their version of the account balance. I did not receive email notifications of pending action, yet I received multiple offers to refinance. A snapshot of their emailing is attached. ****** said they do not send out notifications via email for account closers. Yet, my current Credit Union can easily send me email notifications directly and exclusively through their website; see attachments.When I log into my account today, I cannot access any records, past statements, or historical documents. I can see nothing. Since using their paperless feature, I have no current or historical statements regarding my account in print.I requested that all charges be refunded to their manager, ******. She had to ask her supervisor and would call me back, which resulted in a flippant attitude toward me when I asked her to spell her name so I would be correct. She has not called back.I am asking for a refund of any and all charges to my account ( Member # ******* since it was offered as a " free checking account " with a savings account attached. Also, monthly statements from my account for the past two years. Thank You,*******************************

  Business response

  04/29/2024

  Customer Relations Advocate
  ********************** of ******* & Northern Illinois,Inc.
  
  RE: Customer-********************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience that the member experiences.
  
  After thoroughly reviewing the complaint mentioned above, we have promptly contacted the relevant department to ensure a swift resolution.
  
  We are pleased to inform you that ****************** has been issued a full refund for the inactivity fees he incurred. A check has been promptly dispatched to his address.
  
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  Thank you for your understanding in this matter.
  
  
  For The Credit Union,
  ***********************
  Chief Strategy Officer

  Customer response

  05/02/2024

   
  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

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never dealt with this company

  Business response

  09/13/2023

  September 13, 2023
  
  Customer Relations Advocate
  ********************** of ******* & **********************
  
  RE: Customer-**********************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Advocate,
  
  Thank you for bringing this matter to our attention.  We are sorry for the inconvenience that the member has experienced. 
  
  We have reviewed the above referenced complaint and have reached out to the appropriate department for a resolution. 
  
  Mr. ********* inquiry will be removed from his credit report immediately. 
  
  If you have any questions, or require additional information, please feel free to contact me at ************. 
  
  For The Credit Union,
  ***********************
  Chief Administrative Officer
  

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 3rd my wallet and debit cards to both my accounts where stolen from my vehicle. I dont know how the thief figured out my pin. I assume a skimming device was used at the gas station thats directly across the street from my house. They then walked across the street and broke into my car where my gym bag had my wallet. The next morning the fraud department called me and informed me that unusual activity was on my cards so I reported them stolen. I went in the morning to illiana and filed a dispute for the charges on both my cards my joint account and my personal account. My pin number was the same for both. So once they knew one they were able to access both accounts. Overnight they stole $2600 from both my accounts. After 10 days illiana refused to give me a provisional credit claiming i was negligent which i wasnt never wrote my pin down or gave it to anyone. ********************** never even ask if i did. They then reopen the investigation after i completed and a whole month later said they wont reimburse my money. Saying they dont reimburse debit card pin transactions even though thats not in the contract I signed or in the debit card agreement. I want them to reimburse my money because me and my family were victims of fraud

  Business response

  09/13/2022

  Attached is a formal response.  

  Customer response

  09/19/2022

   
  Complaint: 17917174
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.Act 1. ILLIANAFINCU bal. $769.00 Acct # *********I understand that the Office of the Attorney normally provide copies of the complaint forms or information regarding to the business complained about and other private and public agencies. I authorize BBB to give copies or any information on the form to anyone deemed advisable.

  Business response

  02/01/2022

  February 1, 2022
  
  
  
  Greetings:
  
  We are in receipt of Consumer Complaint, Case Number: 16489763,regarding **********************, and our response is as follows:
  
  On November 12, 2019, Illiana Financial received and processed a loan application from **********************.  We were presented with a valid ******** state identification card (attached). Enclosed,please find the signed loan agreement containing an image of ********************** at signing.
  
  We find several things about this complaint to be concerning;
  
  There has been no dispute on this account since date loan was charged-off (04/07/2021)
  We have been presented with no police report and/or affidavit of forgery
  Three (3) loan payments were made since the loan originated
  Payment Date: 01/02/2020, 01/11/2020, and 02/12/2020, Payment Amount: $184.25
  
  At this time, we would request to see any and all police reports filed,affidavits of forgery, and any other documents ********************** has filed regarding this situation.  Upon receipt of the aforementioned documents, we will revisit the case and review the documents. Only then can we can truly make a determination on this case.
  
  Please feel free to contact me via phone at ************ or email at ***************************** if you have any questions or require additional information.
  
  
  For The Credit Union
  
  ***************************
  President/CEO

*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. ↩