Complaints

This profile includes complaints for U of I Community Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  U of I Community Credit Union

  2201 S 1st St Champaign, IL 61820-7402

  
• 

  U of I Community Credit Union

  206 E University Ave Urbana, IL 61801-1794

  
• 

  U of I Community Credit Union

  1401 W Green St Urbana, IL 61801-2953

  

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:02/14/2025

  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 opened a checking account with U of I Community Credit Union to qualify for their $150 Checking Bonus promotion. The account was opened on 9/11/2024 and 60 days after is 11/10/2024.As per the terms, I completed the required 30 debit transactions within the 60-day period. However, despite fulfilling all the stated conditions, the bonus has not been credited to my account. I contacted customer service multiple times for clarification, but their responses have been inconsistent and unhelpful, leaving me confused rather than resolving the issue. I believe I have met all the promotional requirements and should receive the bonus as advertised. I am seeking a resolution where U of I Community Credit Union honors the promotion and credits the $150 bonus to my account as promised.

  

  Business Response

  Date: 02/21/2025

  Attached you will find the credit union's response to this complaint.

  Please allow this letter to serve as our response to the complaint filed by ****** ****.
  This member did qualify for the $150 bonus, and the bonus should have been paid no later than
  December 10, 2024. We apologize for the error and the frustration this caused the member. The
  miss was created by a programming error in November. Once this account was identified, the
  bonus was applied on February 14, 2025.
  The credit union is committed to looking into the service issues that created inconsistencies and
  confusion for the member and will be attempting to reach out to this member directly.
  Sincerely,
  U of I Community Credit Union

   

  Customer Answer

  Date: 02/21/2025

  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.

• Initial Complaint

  Date:11/26/2024

  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.

  UICCU closed my debit card on the basis of repeated disputed debit transactions which are ineligible for dispute. Received another debit card and it was closed on the basis of repeated disputed debit transactions which are ineligible for dispute. UICCU not only provided a generic response with no details or proof or anything in order to refute/dispute this. -Provide records/documentation showing when UICCU contacted me regarding these disputes and any evidence/information you used in these claims. -Provide records/documentation showing when UICCU contacted the merchant regarding these disputes and any evidence/information used in these claims. -Please confirm if and when UICCU contacted the merchant/consumer to validate claims. I have no records indicating that any investigation or contact with the merchant took place. -If these disputes were deemed ineligible for chargeback, why did your team proceed with initiating the disputes in the first place? -Policy on what is considered ineligible for disputes and what is considered eligible. -Dispute terms for debit cards. -Dispute process/procedures for debit card disputes. -How does one dispute a debit card transaction would it be via phone, in person, app, etc.

  

  Business Response

  Date: 12/09/2024

  The credit union's response to this complaint is attached.

  Please allow this letter to serve as our response to the complaint filed by ******* ******.
  
  ******* ******-********* debit card was closed, and debit card access revoked in October 2023 due to
  excessive disputes. During an audit in November 2024, it was discovered that a new debit card had been
  issued to Ms. ******-******* in error during the previous month, and this card was subsequently closed.
  The corresponding adverse action notice was sent referencing the original card closure in October 2023,
  and a letter was enclosed referencing the repeated claims that were ineligible for dispute.
  
  UICCU follows **** regulations for the dispute process, including which transactions are eligible for
  dispute. UICCU does not contact merchants directly as we file all disputes through ****. Several times
  Ms. ******-******* started a dispute without providing sufficient evidence for UICCU to process the
  dispute and failed to respond to our requests for additional information, thus making them ineligible to
  file with ****. In addition to the claims that could not be submitted, UICCU also submitted multiple
  claims that were denied, resulting in a loss for UICCU.
  
  Ms. ******-******* has filed her disputes through digital banking which is one option that we offer
  members. Disputes can also be filed in person or over the phone. All contact between UICCU and Ms.
  ******-******* regarding these disputes was done through secure messaging and is available to the
  member within her digital banking for reference.
  
  We apologize for the inconvenience to our member caused by the closing of her debit card, however this
  member is no longer eligible for debit card privileges.
  
  Sincerely,

  Customer Answer

  Date: 12/09/2024

   I am rejecting this response because:
  
  U of I community Credit Union did not contact me in attempts to any dispute, nor have they provided that documentation, they also did not provide that documentation in writing either or mailed as requested. Nor did they even give proof of filing any claims or contacting their ****

  

  Business Response

  Date: 12/16/2024

  Good morning,

  Attached you will find our response to ******* ******'s rejection.

  To Whom It May Concern:
  
  Please allow this letter to serve as our response to the rejection filed by ******* ******.
  
  Ms. ******-******* filed disputes with UICCU on the following dates in 2023. Member contact was made
  for each dispute through our digital banking platform’s secure messaging. Ms. ******-******* has access
  to all contact history regarding these disputes.
  
  Dispute filed 4/26/2023- Member received merchant credit
  
  Dispute filed 4/26/2023- Member received credit from UICCU
  
  Dispute filed 4/28/2023- Duplicate dispute
  
  Dispute filed 4/30/2023- Duplicate dispute
  
  Dispute filed 5/30/2023- UICCU requested documentation on 6/5 and it was not provided until 7/31.
  The documentation provided showed the item was ineligible for return, therefore UICCU could not file
  the dispute with ****.
  
  Dispute filed 6/6/2023- Duplicate dispute
  
  Dispute filed 6/28/2023- Member received credit from UICCU
  
  Dispute filed 7/27/2023- Member received credit from UICCU
  
  Dispute filed 9/8/2023- UICCU requested additional information to complete dispute on 9/8/2023. The
  member did not respond, therefore UICCU could not file the dispute with ****.
  
  Dispute filed 9/20/2023- The member received credit from the merchant for these returned items.
  
  Dispute filed 9/27/2023- Member received credit from UICCU
  
  
  We understand Ms. ******-********* frustration with our decision to revoke debit card privileges. While
  the wording in a letter provided caused confusion by referencing the disputes that we were unable to
  file, the reason for the loss of debit card privileges is the excessive dispute claims above.
  
  
  
  Sincerely,
  
  U of I Community Credit Union
  

  
  

   

  Customer Answer

  Date: 12/16/2024

   I am rejecting this response because:
  
  Have not received anything in the mail.

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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.

  The customer service of this credit union is horrendous. I've asked for a manager multiple times. Reps hang up on you after long wait holds. If you have an issue and one rep can't resolve it, then calling back a second or third time in hopes of getting a better rep of knowledge ********** you from the favor of their employees. By the time the actual manager gets on the phone with you after multiple times of verification and back and forth's with reps, my account was being closed based off her mood. The customer service here has been in shambles after the pandemic. I have a very hard time getting basic credit questions answered. If you really want to keep your account here, then deal with any issues you have and don't speak up on it because it'll lead you to even bigger issues.

  

  Business Response

  Date: 12/02/2024

  The credit union's response to this complaint is attached.

  The credit union appreciates the feedback from Mr. ****** and these service issues will be
  investigated and coached internally to ensure our service standards are being met by both team
  members and management.
  
  Mr. ******** account was closed due to his verbal abuse of staff. Our records indicated that on more
  than one occasion, he used unacceptable and derogatory language. He was advised that this would
  not be tolerated but continued to be verbally abusive. Due to these actions, his membership was
  expelled.
  
  Mr. ****** was given the direct line of a manager that he is still welcome to use when needing
  assistance.

  Customer Answer

  Date: 12/08/2024

   I am rejecting this response because:
  
  I am being gaslighted from my membership due to representatives not being trained well enough to understand credit questions constantly which isn’t a reason to close my account. Any calls that are being referred to are always nice and cordial until several call transfers and untrained agents taint said calls. Poor customer service is unacceptable. I’ve never had to call a branch or financial institution 9 times within an hour for simple questions to get answered.  It took me 9 reps in order to get the manager. Instead of being assisted, I was berated for being frustrated. Punished for being frustrated. Now that the account is closed now all of a sudden I have the managers direct contact which is what should’ve been giving to me years ago. What’s the point of having high quality customer service directly with the manager when my credit card of 8 year history is closed. It’s just plain foolish the way they handle things. Find me any person with that kind of patience. I wasn’t satisfied with the customer service but yet the clients are always wrong dealing with this credit union after reading prior complaints.  I’ve paid my account on time every month since 2017. It was closed a year ago for being a bad guy apparently. So for anyone looking to establish credit and do business here please have extreme amounts of patience and never show emotions because they’ll punish you for speaking your mind. I’ve been building credit since 2006 so I know a thing or two about quality customer service. I guess since they work from home, there is no urgency in helping reps I’m assuming and it’s okay with management.  

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service 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.

  This bank has been acting extremely strangely, not returning my call and providing non-answers or concerning answers to the *****. Therefore, I'm filing this BBB. I have also called the bank regarding the same and they have not called. Please have someone directly call as I do not appreciate at all how this was handled, and this information being provided is very strange: 1. This bank has closed my account due to what is stated on my letter as "phone impersonation". I have no idea what this means. I am very concerned that someone is impersonating me on my account and have no idea what this refers to. I am aware that banks can close accounts at any time, but I will not have an account closed, seemingly negatively, against me for no wrongdoing whatsoever. They then stated to the ***** that my voice was being used on another account. I have no idea what this means. 2. Secondly, this bank has not responded to a recent dispute, to which I asked for clarification for, per the below, that was sent to the *****. It seems this bank is not understanding ****** protections for cardholders. Unlike their response to the *****, they have not responded to this, and clearly do not understand the below or ****** terms. I have already provided this to their agents, and at no point has this credit union addressed the below specific issue: “Please clarify how my dispute did not meet ****** 540-day timeframe. The MCC associated with this transaction was for professional services, which is correct. Therefore it falls under ****** 540-day timeframe. ******** role as a payment service has nothing to do with the transaction’s MCC and corresponding guidelines under ****. This was not addressed in the letter received and is the sole reason for needing to raise this dispute multiple times with your credit union. I need to ensure my rights as a cardholder are being correctly applied and understood.”

  

  Business Response

  Date: 10/24/2024

  UICCU's response to this complaint is attached.

  Please allow this letter to serve as our official response to the complaint filed by our member, ********* *******. 
  UICCU expelled the membership of ********* ******* on 9/27/2024. Documents were sent to the address on file for Ms. ******* stating the expulsion and any balances still owed to us. 
  
  In addition to the documents being mailed, we attempted to reach Ms. ******* on the phone to explain the reason for expulsion. 
  

  Customer Answer

  Date: 10/24/2024

   I am rejecting this response because:
  
  Their letter has absolutely nothing to do with the 2 clear concerns that I have laid out for this bank.
  

  

  Business Response

  Date: 11/06/2024

  Memo
  Date: November 6, 2024
  Re: Complaint ********, ********* *******
  
  To Whom It May Concern:
  
  Please allow this letter to serve as our response to the complaint filed by ********* *******.

  There are no dispute rights for Ms. ********* transaction with ******. The MCC is not relevant to the
  540-day rule. The 540-day rule applies to pre-paid transactions and services. ****** provided their
  service of paying the third party, and the transaction is between Ms. ******* and ******. Any
  products or services provided by the third party are not covered under **** regulations.
  
  Recognizing the service frustrations experienced by the cardholder when attempting to dispute the
  transaction, the credit union refunded the full disputed amount ($396) as a courtesy to the cardholder
  in September. Additionally, the credit union reversed finance charges in the amount of $63.60.
  
  The credit union’s position on this matter is that we have been more than accommodating with Ms.
  ********* dispute request and have provided the member with sufficient explanation. For further
  inquiries on this matter, we encourage Ms. ******* to reach out to us directly.
  
  Sincerely,
  
  U of I Community Credit Union

  
  

  Customer Answer

  Date: 11/07/2024

   I am rejecting this response because:
  
  Although I have called the U of I Credit Union and they are looking into the below, I am rejecting as the information in this letter is incorrect. I am quoting the below:

  "There are no dispute rights for Ms. ********* transaction with ******. The MCC is not relevant to the 540-day rule. The 540-day rule applies to pre-paid transactions and services. ****** provided their service of paying the third party, and the transaction is between Ms. ******* and ******. Any products or services provided by the third party are not covered under **** regulations."

  (1) MCC is a part of any dispute. For example, MCC 4829 (a money transfer) is not disputable. From the initial response from your credit union, it was stated that ****** transactions are not disputable under the 540-day rule. This is not correct. Merchants do not determine disputes, MCCs and the nature of the transactions do. (2) This transaction was for prepaid account services with a warranty of 1-year from the transaction date, which was clearly mentioned in the physical  letter sent to this credit union. The fact that this clear issue continues to not be looked into fully, even after repeating this several times, having several teams review, and having to file this complaint is very concerning.

  Unfortunately it is clear that this credit union is not honoring cardholder rights. Although they are responding to complaints, those overlooking these complaints are not looking into them fully nor clearly ensuring that their team is providing correct information. This should have only been raised once and corrected once. Cardholders should not be having to raise issues and prove credit unions wrong like this.

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service 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 have spent an enormous amount of time dealing with this bank and am beyond concerned by their mishandling of my ***** credit card in literally every aspect. Recently, I had very unsettling actions taken by this bank and will be reporting to the **** and *** as well: 1. I found out my account was blocked by Member Services. This was after speaking with their team 2 or 3 times to verify all transactions. I have since called over 7 times, being told each time that their single Fraud Specialist (****) is unavailable. I missed ****'s call and set up a time to speak with her. Of course, she missed that time. I then setup a call with her manager, *****, and she, of course, missed that time and everyone went home for the third day in a row when promising callbacks by EOD. 2. Aside from my account being blocked, I made a payment in full and UICCU reported it to the credit bureaus as unpaid as they floated the payment. This is incorrect. I disputed it, but this has affected my score greatly in the meantime. 3. Most concerningly, UICCU went to the level of calling Adult Protection Services (?) to ask if I was okay. I had a stranger meet me outside my home, and I explained that I was not concerned with the transactions on my account as also relayed directly to UICCU. When I called on 9/25, I was told by the agent, ****, that they do that sometimes (??). This bank couldn't ask me to go to a branch, provide documents to confirm my identity, etc. - instead they sent an agent to my home... No one, to this day, has answered anything regarding this. 4. *******, on 9/26, decided to laugh at me when I asked her what my concern was, then hung up on me, as this bank is incredibly rude, unprofessional, and should not be in business. When calling back, she refused to transfer me to her manager, then put me on hold for 30 min until she hung up again. I no longer want to be a customer which is clearly mutual. I want the ****, **** and BBB to be aware of these deeply unsettling issues.

  

  Business Response

  Date: 10/15/2024

  The credit union's response to this complaint is attached.

  Please allow this letter to serve as our official response to the complaint filed by our member, ***** *******.
  
  UICCU apologizes for the frustration that our member has experienced. We have been unable to
  positively identify Ms. ******* on incoming calls regarding her account and have evidence to support
  that the calls received to date were not made by her. Attempts by UICCU to contact Ms. *******
  directly have been unsuccessful. To protect Ms. ******* from potential fraud on her account, the
  account has been temporarily blocked from new transactions. Ms. ******* can come into a branch or
  contact us to schedule a video conference so that we are able to positively identify her.
  
  The post date of the most recent payment made by Ms. ******* was 9/22/2024, and the statement
  closed on 9/21/2024. UICCU reports credit cards to the credit bureaus on the statement close date, at
  which time no payment had posted. While UICCU does utilize a payment float system, this only impacts
  available credit and does not impact what is reported to the credit bureaus. Ms. *******’s payment will
  be on her next statement and will be reported to the credit bureaus at that time.
  
  Financial institutions may at times make attempts to confirm the wellbeing of our accountholders, and
  these attempts are made only with the best interest of our members in mind. At this time, UICCU is
  unaware of any reports that have been made by us or on our behalf to outside agencies regarding Ms.
  *******. In the event that a report is made, reports regarding suspected elder or financial abuse are
  protected.
  
  All call recordings between Ms. ******* and UICCU have been reviewed and appropriate coaching
  opportunities will be addressed.
  
  We look forward to continuing to serve Ms. ******* in the future.
  

  
  

  Customer Answer

  Date: 10/15/2024

   I am rejecting this response because:
  
  1. If UICCU was concerned about me, you should have provided the option to come into a branch or schedule a video conference before sending someone to my house (?) and before I had to file a BBB to actually get in touch with someone. Anyone interested in your CU should be concerned with the way I have been treated. Is there someone contacting you regarding my account? Why didn't you ask me to validate by these methods before sending an agency to meet me outside of my home, and how is meeting someone that you sent to my home not validating my identity at this point?
  
  2. I have been the one constantly contacting your bank without any response. I have called you possibly over 8 times over the course of 3 days without any response from the literal one individual (*****) that I could speak to regarding a blocked account, which is serious. This was not handled professionally at all.
  
  3."At this time, UICCU is unaware of any reports that have been made by us or on our behalf to outside agencies regarding Ms. *******. In the event that a report is made, reports regarding suspected elder or financial abuse are protected." Apologies, does this mean you made an APS report on me or not? Again, your agent **** stated that you do these things and you are the only bank I have ever had trouble like this with in over 25 years. You're saying you have no idea about a report, but even if there was a report, you wouldn't say anything anyway, so this statement makes no sense. There is no suspected abuse as directly told to the APS.

  4. Thank you for providing coaching opportunities that you should have been provided well before now for your agent, *******, for literally laughing at a customer when it was your bank who missed call times twice in a row. Extremely professional.

  5. Regarding payment floats: no, you reported the entire balance to the credit bureaus as you can see and as I have stated. I made the full payment before your cutoff on 9/21 and, therefore, it should have been recorded by the 9/22 statement closure. If you feel it hasn't been made within the cutoff times agreed to in the cardholder statement, you need to be specific. I validly paid in full and you reported to the credit bureaus as if I did not.

  6. Please close my account. I want nothing further to do with your bank as I have stated. After hours and hours being on the phone with your bank after issues directly caused by your bank, after an agent laughed at me after your team constantly missed set phone call times, after your fraud team could not call back after multiple attempts, after you sent APS to my house without ever contacting me and after you had concerns with my identity (?), and after you misreported to credit agencies multiple times without taking accountability, there comes a point where this is no longer tolerated. It has been years of poor customer service and multiple complaints filed on my end as you know. This BBB and the ****/*** filed were not taken lightly. This is time I will never get back.

  Absolutely no one should bank with this CU. The above is more than troubling and possibly opens this bank to legal repercussions.

  

  Business Response

  Date: 10/24/2024

  UICCU's response to the rejection is attached.

  Please allow this letter to serve as our official response to the complaint rejection filed by our member, ***** *******. 
  To properly close the account for Ms. *******, we do have to follow our internal policies for account closure. 
  
  Ms. ******* can request to close her account the following ways:
  -Submitting a request through our secured messaging system in digital banking.
  -Sending a signed request through mail to **** * ***** *** ********** ** *****.
  -Visiting a branch to sign a closing account form.
  
  Upon receipt of the authorized request to close by using one of the methods above, UICCU will close Ms. *******’s account. 
  
  
  

  Customer Answer

  Date: 10/26/2024

  I am rejecting this response because:
  
  As my calls on the following have not been returned, and this bank has decided to selectively respond to very serious concerns:

  1. Please confirm that the authorized user issue reported in March and that your agent, ****, called me about in August or September has been corrected. This has still not been corrected on my authorized users' reports. You stated that I was being reported as a secondary, and that my 2 authorized users were not added.

  2. You do not allow for secure messaging for the ***** card, but I will be writing a letter.

  To the BBB and any prospective members of this credit union - it is very disturbing that this bank decided to not only file a complaint, but lie regarding the APS complaint when asked. The day after I responded to this BBB, APS happened to call me again to "check in". This was not coincidental. Again, the representative showed me transactions from this bank and this bank only, yet UICCU decided to intentionally lie about raising a complaint when it came from their bank. On top of all of the other very serious concerns on their own, I find it beyond disturbing that a bank would intentionally lie. I do not know who is charge of running this bank, but the mismanagement on nearly every level is incredibly concerning.

• Initial Complaint

  Date:05/20/2024

  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.

  see Attached document

  Close this account immediately and refund the total amount of overpayment including the fraudulent late charge debit. This is ridiculous. This truck loan was paid in full months ago, AND YOU KNOW IT. I have repeatedly corresponded with you in writing and by phone instructing you to close this account, refund the overpayment, and send the truck title.
  
  Enclosed are some of the copies of this correspondence.
  
  My husband spent a frustrating day trying to contact you regarding this issue by phone, only to encounter IA virtual chat obstacles, and when finally in touch with a live person, he was treated with rudeness and told there was nothing that could be done except send a request in writing. AGAIN- I am submitting this request in writing. How dare you charge me a late fee for a loan that has been paid in full and deduct it from an overpayment credit in this account that was supposed to have been dosed.

  

  Business Response

  Date: 05/30/2024

  Good afternoon,

  The credit union's response to this complaint is attached.

  Please allow this letter to serve as our official response to the complaint filed by ****** ********
  
  The vehicle loan was paid off in October of 2023. The credit union attempted 5 times to secure the
  title to this loan from the dealership and was unsuccessful. As such, the member was mailed a lien
  release 4 days after the loan was paid. The member should take this release to the DMV as they can
  likely assist her in receiving the title. The member did correspond with the credit union and several
  attempts were made to reach back out to the member. Voicemails containing contact information
  were left but no return calls were received.
  
  The $25 payment shown in the statement was not made to the vehicle loan. That payment was made
  to the member’s credit card. This credit card does have a balance and can be closed when the balance
  is fully paid.
  
  We welcome an opportunity to discuss these items with Ms ******* and will attempt to contact her
  to clarify her account concerns.

  Customer Answer

  Date: 06/12/2024

   I am rejecting this response because:
  
  Please see attached documents.

  Thank you for your correspondence I received this week with the enclosed response from the credit union.
  
  My comments re: their response are as follows:
  
  The credit union's response is unsatisfactory.
  
  The issue has I have explained multiple times to them in writing and in phone calls which were made by my husband followed by complete exasperation. This is issue is simple-it is regarding their refusal to pay back the money I overpaid by sending an additional payment beyond the payoff date.
  
  ·The enclosed response once again attempts to deflect the repayment request once again by indicating they could not retrieve the title from the auto dealer. NOT OUR PROBLEM.
  
  At our own cost and time, we have secured the title, because they were negligent in doing so. We are asking for the money we overpaid to be reimbursed immediately. This is not the complicated diversion they are continuing to represent.
  
  There have been NO calls to either myself or my husband. If there were calls, no voicemail messages we left! And why have they delayed repaying me by claiming they are making calls? FOR WHAT? I have nothing pleasant to say to them, and my work day and time are valuable. They need to just repay me and stop withholding the money I am owed!!
  
  The bizarre unauthorized application of $25 to the **** card supposedly from the credit remaining in the auto loan account is even more unexplainable and fraudulent.
  
  Please do whatever you can to rescue the money from the auto loan account and hold these wrongdoers accountable.

  

  Business Response

  Date: 06/21/2024

  The credit union's response to this complaint is attached.

  ***** *****

  Please allow this letter to serve as our official response to the follow- up complaint filed by ****** ********
  
  The credit union shows no additional payment received for the vehicle loan paid off in October of 2023.
  A payment of $451.68 was received on October 2, 2023. The loan then showed a balance of $2.05.
  Assuming the member intended to pay off the loan with that payment, the credit union took care of this
  amount so that the loan was fully paid. There was no overpayment.
  
  On April 2, 2018, the credit union was informed that ******* (the dealership) issued the title to the
  ********. They were instructed to take it to the DMV. Documentation from the ******* Department of
  Highway Safety and Motor Vehicles shows that a paper title was issued on November 9, 2017 (screenshot
  attached). It was also noted that ******* attempted to reach the ******** and had attempted to reach the
  ******* DMW to assist in the retrieval of the title. As lienholders, the credit union attempted to secure this
  title with assistance from the dealership. The credit union also attempted to seek the help of the members
  by sending them missing title letters. Attempts to reach the member by the dealership and credit union
  were unsuccessful. Once the loan was paid off, the ******** were mailed a lien release on October 6,
  2023.
  
  The credit union has record of several attempts to reach the members regarding their correspondence with
  the credit union: November 21, 2023 at 3:13 PM, November 22, 2023 and 3:34 PM, and May 2, 2024 at
  3:13 PM.
  
  The referenced $25 to the **** card was transferred from the savings account and placed on the member’s
  **** due to delinquency. Our credit card servicing company tried to reach out to the member on both
  March 26 and March 27 regarding this amount. The funds were offset to the loan on March 28. This
  offset was not related to the automobile loan.
  

• Initial Complaint

  Date:01/09/2024

  Type:Billing 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.

  see attached n exasperating efforts to credit my visa account for a disputer charge for a disputed charge described below, I am disgusted with your complete lack of customer support in helping to resolve fraudulent activity to this credit card. We have made several attempts to contact the online to request cancellation and receipt has not been successful- as it appears this offender is not available by phone!! Please send us the contact information for the fraudulent charge of $129.96, if your records have any accurate contact information. Enclosed is the most recent bill showing new balance for $575.117 for what??? Please send an itemized explanation for this bill and the information re: the fraudulent charge we have tried to resolve. Copied in this latest correspondence is the FL Better Business Bureau, who actually DOES represent consumers fairly! Below is the correspondence sent in NOV. Date: 11/20/2023 Last month my husband **** ******* attempted to speak to a Medicare representative- and while on hold, a person-likely a sales person tried to convince him to purchase this med-alert and monthly plan. He repeatedly told her he did not want it, and continued to ask to be transferred to the Medicare representative he needed to contact. She then said she would send the device, and if he called right away to cancel the credit card number, he would get this thing free of charge. Out of frustration, he agreed to provide his card number with clear instructions that he did not want this device. He immediately called back and spoke to someone about this pressure selling and asked to cancel this order. Of course, the amount indicated in the enclosed letter $129.96 was indeed charged to our credit card account. NO RECEIPT, or invoice was provided. We do not have this device-as it was supposedly cancelled. We are disputing this charge as fraudulent activity and would like this amount credited immediately to the account.

  

  Business Response

  Date: 01/19/2024

  Please see the attached response to this complaint.

  Please allow this letter to serve as our official response to the complaint filed by *** and ****
  *******.
  A summary of the recent referenced statement charges are as follows:
  
  • **** for ******* $11.99
  • **** for ********* $8.99
  • **** for ****** $10.99
  • ******** $20.00
  • The **** Channel $4.99
  Total purchases of $56.96
  
  *Interest Charge on Purchases $8.37
  
  The full balance of $575.71 goes back to purchases that started on September 19th. The card had a $0
  balance as of the statement issued on September 12th. The Oct 13th statement shows $508.62 in purchases
  and the November 12th statement shows $593.42 in purchases. A $100 payment and a $500 payment were
  posted on those purchases. This is reflected in the account summary at the top of your statement.
  
  UICCU does show a dispute for the $129.96 charge. This dispute started on October 31, 2023, and was
  closed in November due to the criteria not having been met. A dispute does require a receipt or statement
  from the company showing what was agreed upon. As the situation is exceptional in nature and we
  believe the *******’s were not given appropriate documentation, the credit union will be taking care of
  the $129.96 dispute. This should be reflected as a payment on the next statement.
  
  For the purchase you are disputing, we show a phone number of ************ with a description of
  MED ALERT. There are no guarantees that you will be able to reach someone at that number. This is the
  number shown as the merchant description.
  

  Customer Answer

  Date: 02/12/2024

  Please see attached document.

  Thank you - I am very satisfied with your assistance.

• Initial Complaint

  Date:09/05/2023

  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.

  I was Trustee/POA for my grandmother which is the only reason I became involved with U of I credit union. Since I started dealing with U of I they have repeadedly made errors eg; reporting incorrect SS number and payment dates to credit bureaus, The acct is set up as joint acct but the credit union has locked the acct when I attempt to talk to someone about the reason I sit on hold for over 20 mins. Most recently Ive tried to pay off the balance on the credit card on 2 separate occasions 8/8/23 and 8/28/23 but somehow the credit union cannot seem to finalize the pymnt. letters are sent from a debt collector stating I owe a balance and am going to be charged a late fee. I am and have been attempting to pay off card balance and close this acct. I DO NOT WANT any future transactions with the credit union they are clearly out of line and if this BS continues I will take further action.

  

  Business Response

  Date: 09/20/2023

  Our response to complaint ******** is attached.

  Please allow this letter to serve as our official response to the complaint filed by ***** ******
  
  The University of Illinois Community Credit Union is working directly with Mr. ***** to
  resolve the problems stated in the complaint. The communication began with Mr. ***** on
  September 14th and is currently ongoing.
  

  
  

  Customer Answer

  Date: 09/20/2023

   I am rejecting this response because: The response is partially correct they have reached out to me. Unfortunately after they talked with me and stated they were going to look into the matter. The next day I received a call from their collections dept claiming I owe them money. I don't know what else I can do Ive tried to pay off the card balance in full 3 times now but the shenanigans continue. I really don't understand why something so simple has turned into this its ridiculous. 
  
  
  

  

  Business Response

  Date: 10/02/2023

  The credit union's response to the rejection is attached.

  Please allow this letter to serve as our official response to the rejection received by Mr.
  *****.
  
  The University of Illinois Community Credit Union is still working directly with Mr. ***** to
  resolve the problems stated in the original complaint. The communication began with Mr.
  ***** on September 14th and is currently ongoing. The credit union has removed this
  account from collection activity as we await a check placed in the mail from Mr. *****. The
  check will immediately be posted to the account upon receipt and the account will be closed
  per the member’s request.

   

• Initial Complaint

  Date:07/05/2023

  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.

  Credit union will not cancel a credit card that I never activated. I just want it to be canceled. Account ******* ** **** **** **** **** (never activated). Terminate my account please!!!!!

  

  Business Response

  Date: 07/27/2023

  Mr. ********* credit card was closed per his request on July 11, 2023. 

• Initial Complaint

  Date:07/02/2023

  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.

  I received a notice that I have a collection from U OF I COMM on my credit report. It says it was opened on 7/18/2022 for $3,816 with account number starting in ********** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the FCRA and FDCPA. I would like for this collection to be removed asap or I will file a CFPB and FTC report.

  

  Business Response

  Date: 07/28/2023

  To Whom It May Concern:   Please allow this letter to serve as our official response to the complaint filed by ******* ****.  The University of Illinois Community Credit Union opened a car loan for ******* **** on July 18, 2022. This loan was issued in conjunction with ********* **** *********** in Tilton, IL. On August 26, 2022, a conversation was held with Ms. **** regarding her loan payment. Notes indicate that “she was due on 8/23 but her check was short this pay period and she is wanting to know” if it is possible to make a $100 payment on that day and then pay the remaining balance of her monthly payment on September 10. The first payment on the loan was not made until October 28.  Four more payments came in before the end of the year but were returned NSF.   It has been documented that the credit union spoke with Ms. **** a total of nine times between August of 2022 and February of 2023. Correspondence was both by phone and email. Each time she acknowledged that she owed the balance. The vehicle was eventually ordered for repossession in November of 2022. The vehicle was sold during the repossession process, leaving the complaint’s referenced balance. The credit union does have loan documentation that includes the complainant’s signature.  It is our position that Ms. **** is aware of the loan and that she is responsible for the charged off balance with the U of I Community Credit Union. Sincerely,  U of I Community Credit Union