Complaints

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

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  Alliant Credit Union

  11545 W Touhy Ave Chicago, IL 60666-5000

  
• 

  Alliant Credit Union

  7505 E. 35th Ave. #3-385 Denver, CO 80238

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:04/07/2023

  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.

  I am member of Alliant Credit Union since 2014 and recently in Feb 2023 I upgraded my existing **** Reward card to **** Signature Cash-Back Card. As per the advertised details there are certain criteria (link to T&C document provided below) to get 2.5% cashback and I met all those criteria from day one of credit card opening and still didn't receive the said cashback amount.I reached out to ACU customer service, and they didnt follow-up with me. It was only when called then again after 3 days I was told that the promotion period Tier 1 reward doesnt apply in my case as I upgraded my existing card to the one in question. Additionally, there is 100 days wait period wherein I wont earn rewards at advertised rate of 2.5% even if maintain Tier 1 reward by following all eligibility criteria. Ive Alliant High-Rate Checking account for 9 years now and have opt into e-statement for all my accounts with ACU. Ive also maintained checking account balance of over $ ***** since January 2023 until this day when the compliant has been filed and have been receiving ACH deposits in my checking account every months for years now. I met all criteria as per attached T&C.I verified the Terms and Condition on eligibility and requirements to earn cashback rewards and nowhere in the document it mentions that there is 100 days wait period before you start earning the rewards, which is deceiving and wrongfully on multiple levels.Link to T&C: *********************************************************************************************************** I want a legit explanation that why I didnt receive cashback at 2.5% rate and if its laid out in the procedure then why its not mentioned in Terms and Conditions documents. I know the Alliant Credit Union can easily amend the rules after this complaint has been received as per their T&C, which is why Ive attached the current version of the document to this complaint.

  

  Business Response

  Date: 04/10/2023

  Please see our attached response. Thank you. 

  Customer Answer

  Date: 04/11/2023

   
  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. Also, please train your staff to make sure they read and understand the question/issue correctly and then respond to the matter and not to mislead consumers with incorrect information.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/06/2023

  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 a RV loan with Alliant Credit Union. They have taken two payments within a 4 day period. I have call customer service twice and was on hold for over an hour both times with NO resolution. The customer service department will not have a supervisor help with this matter. I am wanting the duplicate payment refunded.

  

  Business Response

  Date: 04/13/2023

  Dear *********************
  
  This communication is in response to your BBB complaint received on ***** 6, 2023 and your other various communications. In the complaint you state that Alliant has taken two ** loan payments within a 4 day period.  You indicate that you attempted to contact Alliant by phone, but your issue was not resolved.  As a desired resolution, you want the extra payment refunded.
  
  In review of the account, we have confirmed your ** loan is set up for monthly recurring loan payments which are paid from another financial institution account. These payments have been requested to be processed at the beginning of every month.  All monthly recurring payments have been processed as requested.
  
  While the ** loan is already set up for monthly recurring payments, an additional one-time payment from the other institution account was scheduled via Online Banking on 3/28/23, which was processed on 3/29/23.  Alliant found this payment request to be authorized.  Shortly after the 3/29/23 payment was processed, the monthly recurring payment for ***** was processed on 4/4/23 causing two loan payments to be authorized within a short period of time.
  
  After speaking with Alliant, an adjustment request was properly submitted to reverse the extra payment.  On 4/7/23, the extra payment was reversed and deposited to your Alliant savings account. As a courtesy, Alliant has processed an electronic ACH for $1,473.56 to return the funds back to your other institution account.  Please understand that ACH transactions are not immediate and can take 2-3 business days to be processed through the Federal Reserve.  These funds are expected to be received in your other institution account by 4/11/23.
  
  In your other communications, you indicate that you were unaware of having an Alliant savings account.  An Alliant savings account was required to be opened as a condition of your ** loan approval. The opening of a savings account was agreed to when your loan was opened (in August 2022) and has been reflected in Online Banking and your monthly account statements.
  
  To avoid any confusion in the future, please know that no additional payments need to be scheduled via Online Banking as long as the loan continues to be paid through monthly recurring payments.
  
  If you have questions regarding your Alliant account, please send a secure message via Online Banking or call **************.
  
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union

• Initial Complaint

  Date:04/03/2023

  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.

  Alliant Credit Union open an account using my name, address and date of birth(old address).

  

  Business Response

  Date: 04/04/2023

  Our response is attached. Thank you.

  Customer Answer

  Date: 04/04/2023

  #********. Need to add more information.  This complaint also open the account with a different social security number and telephone number. The social security number and phone number is not  mines.
  

  
  

  

  Business Response

  Date: 04/04/2023

  Hello,

  Please see our initial response on steps you can take to protect your personal information.  As previously stated, the account was opened online using some of your personal information. Alliant would have no way of knowing who the person/persons are and how they obtained your information.  The account has been closed.   Thank you.   Alliant Credit Union 

• Initial Complaint

  Date:04/03/2023

  Type:Product 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.

  On November 1, my mortgage was transferred to Alliant from Movement Mortgage. At this date, my mortgage balance was $625,323.73. However, Alliant still shows my September 12 balance of $626,487.71 (presumably when my account was setup, anticipating the future transfer). I have documentation from Movement showing the balance of $625k as of Nov 1 and have provided this to Alliant multiple times.Since noticing this mistake Jan 2, 2023, I have:-Had Movement contact Alliant repeatedly -Contacted Alliant /*********** repeatedly since Jan with the following results: -Told numerous times that I was wrong -Provided documentation, then told there was no documentation included in my file -Told repeatedly that this was being researched, then told there was no case open for my file -Told repeatedly that there was no one to contact who could help -Spent time during my workday stuck on hold/on the phone trying to sort this out On March 27, I spoke with an agent and sent my documentation again. On March 28, all of my payments from Nov -March were reversed. March 31, I received an email re: March 27 inquiry that said the email we received did not come in with a clear inquiry. It is unclear from your inquiry what items require research or clarification. Now I have an incorrect starting balance, and over 20k in suspense unapplied to my account.This is absolutely unacceptable and I have been following up on this every week or couple of weeks for 3 months. It is concerning to me the lack of data integrity and ineffective control environment. Not to mention the fact that no one has been able to correct this. There should be a level of trust in a mortgage provider and Im concerned how many other people potentially have this issue but have not realized it. I spent another hour on the phone with reps today, being transferred multiple times, with no resolution.

  

  Business Response

  Date: 04/12/2023

  Please see our attached response. Thank you. 

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19890177
  
  I am rejecting this response because:
  

  Alliant's response is inaccurate.

  -Alliant setup my loan as of September 12, with a transfer date of November 1 and did not confirm the actual balance as of November 1. Any reasonable consumer would make an additional payment within a 49 day period (from Sept 12 to Nov 1). Alliant did not explain why it did not confirm my balance as of the date of transfers.

  -In addition, Alliant claims that my loan balance was correct as of September 12, but that is false. Alliant set up my loan using the standard term rates of my loan, recalculated. It did not reflect my additional principal payments as of that date. As such, it seems clear that Alliant did NOT check the balance to Movement records as of that date, so even the September 12 balance was incorrect.

  -Alliant did not correct my account timely, despite me providing documentation multiple times which clearly stated the correct balance (including the October payment and additional principal payments).

  -Alliant did not correct my account timely, despite Movement reaching out to them directly, and Alliant representatives falsely confirming the correction in January 2023. Alliant appears to blame Movement for the mistake, however Movement contacted Alliant numerous times and then received a false confirmation that the correction had been made, and when the correction did not come through, I had to spend months fighting to fix this. 

  -Alliant did not address my request to understand how this mistake was made. As stated above, the loan balance was not confirmed at EITHER date - as of September 12 OR as of transfer date, November 1. So blaming Movement (or that Alliant "didn't know I would have made a TIMELY payment on my mortgage on October 1") is unreasonable and incompetent.

  
  I requested an understanding of what checks failed in Alliant's process that this mistake was not caught by Alliant. Alliant has not provided me with any true "checks" that were performed or explained to me how or why my balance was never compared to Movement's records.

  I also requested an explanation as to how Alliant is confident that other consumers are not impacted by similar transfers. If Alliant does not perform its due diligence on balances transferred and rather merely calculates a theoretical balance as of an arbitrary date (not the true transfer date) then this seems to be a larger organization-wide issue. As previously stated, most borrowers will make additional payments during the time the account is setup, and when it transfers, if Alliant is in the practice of setting up accounts a month+ before the transfer date. To not confirm the actual balances is irresponsible at best and illegal at worst, if Alliant ultimately collects payments in excess of the true mortgage amount. Alliant has not explained to me how its internal controls prevent borrowers from over-paying on transferred mortgages when it fails to confirm the actual transferred balances. In addition, the lack of ability to be able to address this in a timely and competent manner has not been explained.

  
  Alliant also did not address my request for compensation for the way this has impacted my job, and the amount of time I have spent dealing with their mistake over the last 3 months. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/18/2023

  Our response to this BBB Rebuttal is attached. Thank you. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19890177
  
  I am rejecting this response because:
  

  In Alliant's response, it states:

  "Our records show your loan file was transferred to DMI on September 12, 2022, with a principal balance of $626,487.71." I have yet to receive explanation as to why that balance was not checked to Movement's balance. As I previously stated, that balance does not include the additional mortgage payments I made prior to Sept 12, 2022. So it still has not been explained to me WHY the original balance was not correct (as of Sept 12), OR why Alliant's processes don't include a confirmation of the balance as of the transfer date. Because regardless of the issue with the October payment, Alliant still did not actually confirm my loan balance with Movement as of Sept 12 (which was $626,219.53). All Alliant has confirmed is that they did not set up my account with the correct balance. I have known that since January. That does not answer my requests for explanation as to why Alliant's controls / checks and balances do not include confirmation of ACTUAL loan balances (as of setup date OR transfer date, as both were incorrect).

  I have not received confirmation from Alliant that this is not happening to all transferred loans across the board. It clearly is not confirming balances to either the current date, or the transfer date (once transferred). I would like to know how Alliant is confident that all transferred borrowers do not have the wrong loan balance because Alliant does not have controls in place to confirm the actual loan balance as of the transfer date. As a consumer, I am concerned that a bank would have such faulty or negligent controls over something as significant as a mortgage and how it's protecting its customers or providing a reliable, trustworthy service.

  In addition, Alliant states re: the October 2022 payment:

  "We were unaware of this payment until it was brought to our attention, and began researching what had transpired." This is also untrue. It was brought to Alliant's attention in January 2023. Alliant then confirmed to Movement that it had been corrected (it was not). Then, my first several attempts to contact Alliant (Jan and Feb), I was dismissed and told I was incorrect. Then, I was told a ticket was open. Then I was told there were no open tickets on my account. This took 3 months to FINALLY get Alliant to "research". Then I received an email that there was nothing to research. Then I was told that it was being corrected. In addition, I received no warning that my auto-pay would be shut off as a result of Alliant's mistake so it took me two hours to make a payment over the phone (because I refused to pay the $11 fee and no one could figure out how to process this for me). I have not received an explanation as to why this was so poorly handled, why Alliant's team was not competent or trained enough to resolve this, why Alliant falsely told Movement it was corrected, or why it took 3 months and HOURS of my time to get this corrected when Alliant should have confirmed my loan balance in the first place.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/02/2023

  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.

  used auto loan account number:20100259050891. membership *****************. I (*************************) and my wife ************************* (09/17/1984) WE want to apply for voluntary repossession of our community property car Audi Q7 2019. I called your 24/7 number several times but they were unable to help me. Can you please let ** know where we can drop our car in ****** **.

  

  Business Response

  Date: 04/05/2023

  RE:BBB Complaint ID ********
  
  
  Dear *************************,
  
  This communication is in response to your BBB complaint received on March 3, 2023. In the complaint, you state that you would like to voluntarily surrender your vehicle to Alliant.  You state you have contacted Alliant several times by phone, but were unable to help you.
  
  Our records show that you spoke with Alliants ********************* on March 27, 23 where you were made aware that Alliant does not accept voluntary surrenders.  Since receiving your complaint, Alliant has attempted to contact you by phone on April 3, 2023 and April 4, 2023 to further discuss, but were unable to reach you.  Alliant has left phone messages, but have not received a response from you as of this time.
  
  To further discuss your options, please call Alliant at ************************, Monday through Friday from 8 am to 5 pm CT. 
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union
  

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19887209
  
  I am rejecting this response because:i need to volunteer reposession of my car which alliant dont offer
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/30/2023

  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.

  Recently I opened CD account deposit $1,000 for 3 months term use the promo code fastpass and after 90 days I should get $100 bonus and their system is accepted and I did qualified I called the customer service and explain that this code is accepted my another two account it's not gives me any option for the promo code I'm not satisfied to their customer service very dishonest they false advertise in accepting fastpass code in their making customer $1,000 deposit for the CD account for the not to giving $100 promise bonus offer there's unacceptable services will file legal action against the bank immediately

  

  Business Response

  Date: 04/10/2023

  RE:BBB Complaint ID ********
  
  
  Dear ***********************,
  
  This communication is in response to your BBB complaint received on March 31, 2023. In the complaint, you indicate that Alliant informed you that you did not qualify for the FASTPASS promotion after opening a CD (share certificate), using the FASTPASS promotional code.  As a desired resolution, you are requesting the $100.00 promotional credit for opening your share certificate.
  
  This promotion was offered to current or retired employees of Select Employer Groups (SEGs) that Alliant partners with. As long as your share certificate meets all of the promotion requirements through April 30, 2023, you will receive the $100.00 promotional credit.  Please keep in mind the promotional credit will be deposited in your Alliant savings account 4-6 weeks after all requirements have been met.
  
  We apologize for any inconvenience and frustration you have experienced with the qualifications for Alliants FASTPASS promotion. Your experience has been shared with appropriate management for training opportunities.
  
  If you have questions regarding your Alliant account, please send a secure message via Online Banking or call **************.
  
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19878081
  
  I am rejecting this response because:

  system is qualified when I try to open the CD account I entered the promotion code fastpass qualified and went next step to provide all information if the customer not qualified should not accept the code should be provide information do you want to continue without promotion did not stated this kind of message while I try to open my account assuming that I'm going to get $100 promise credit  immediately or between 4 -6 weeks otherwise this is fake advertisement violation of trust it's horrible dishonest business practice
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/25/2023

  Type:Customer Service 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 account is restricted on 3/22/2023 and I was told to contact Alliant. I have called several times and keep getting the runaround and told someone would call the next business day day since 3/22/2023. I need this issue resolved immediately.

  

  Business Response

  Date: 03/27/2023

  Alliant has reached out to **************************  Our response is attached.  Thank you.

  Customer Answer

  Date: 03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/22/2023

  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.

  We submitted a loss mitigation application to Alliant Credit Union, our mortgagee back in September of 2022. We have provided Alliant with all of the documents they have asked for and continue to do so, but they continue to seek additional documents despite us giving them all of the documents they ask for, as time goes by they continue to ask me for next months' worth of documents and the file is never deemed complete.This practice of dragging this on is an unfair business practice, and is causing us to fall behind on our loan and they are taking away our right to a loan modification. This is an unfair business practice. We need to modify our loan and defer the past due balance so that we can be current on our loan and start afresh.

  

  Business Response

  Date: 03/23/2023

  Please see our attached response. Thank you

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19634684
  
  I am rejecting this response because: the single point of contact that was provided is not the contact persons actual number and when I ask for her I am told that she does not have a direct line and cannot be contacted. Secondly, several times since September of 2022 we have provided you everything you have asked for, but you took too long on purpose to get back to me so that you needed to then request the next months worth of information and as a result, our Loss Mitigation application never can be complete because of the time youre taking to respond to me. Its absolutely absurd that a professional business would take seven months to complete a loss mitigation application. Its clear that you are dragging this on so that you can foreclose on my house and that is an unfair and deceptive business practice. We are asking for a loan modification and to defer the past due balance to the end of the loan so that we can start a fresh and be current. We have asked this in September 2022 and you have, despite us giving you all the documents youve asked for purposely failed to give us that right.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/11/2023

  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.

  Alliant Credit Union has another company servicing my mortgage and there has been no communication. I can apparently still go to the Alliant website and pay my mortgage but they can no longer auto pay it. When I call Alliant they tell me the name of the company is Health Equity. Health Equity for a mortgage?!? They cant give me a phone number or website. They cant provide me my tax documents. I no longer get a statement in the mail and dont even know the name of the company servicing my loan. This all seems incredibly shady and when the customer service rep cant give you any info about your own loan, that seems wrong.

  

  Business Response

  Date: 03/13/2023

  Our response with documents are attached. Thank you.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19585254
  
  I am rejecting this response because: the attached letter says it is still Alliant but on the phone Alliant tells me they are not. The payment mailing address is blank. It looks like a form letter that hasnt been filled out. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/10/2023

  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.

  I applied for a 3 month certificate of deposit. I have never had any problem obtaining CD's. ALliant responded with ******,Were sorry, but unfortunately, you did not qualify for an Alliant 3 Month Certificate account.Your application did not qualify because we are unable to verify your identity as required by the *** PATRIOT Act of 2001.Call us at ************, MondayFriday, between 8:30 a.m. and 5:00 p.m. if you have any questions about your application.Thank you,Alliant Credit Union I am 75 years old, born in the US and have a TSA number. I have called Alliant ********************************************************************************* 12 times. There is no reason I should be turned down based on the reason given. I am filing a complaint because of the turn down. which is in error, and because they will not talk to me even though it states in their letter to call *****************

  

  Business Response

  Date: 03/16/2023

  please see our attached response.  Thank you

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************