ComplaintsforAlliant Credit Union

• Initial Complaint

  11/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband applied for a home equity loan and I was made the *** of this accoutn since he is military and I am his ***. I have had the worst time getting this comaply to respond to my emails. When i call i get placed into the voicemail of the lender who handled out loan and he never calls back. I need to know firstly how do we get checks to access this line of credit? Secondly when he explained the repayment he said we would pay interest only for the first so many years which would be abou $68.00 if we used the entire line. He then said that the line has a minimum $100.00 paymen t even for interest only which is fine but I am trying to find out then if the differnce applies to our principal balance? It should in theory if the interest is satified but they are deducting more than the interest accrued but i would like confirmation that this is indeed the case. I also set up auto draft but was not explained how we could pay more if we wanted. Can someone please reach out to me to answer these questions?

  

  Business response

  11/18/2021

  RE:BBB Complaint# ********
  
  Dear *****************************************:
  
  This is in response to your BBB Complaint received on November 10, 2021.  In the complaint, you state that your husband applied for a home equity loan and that you were made the power of attorney (***).  You state you have attempted to contact the loan officer that assisted with the loan and have sent emails, but have not received a response.  In your complaint you ask the following and request contact from the business as your desired resolution.
  
  How to order checks for the home equity account?
  Will an additional payment amount be applied towards the principal loan balance?
  How to pay more on the loan?
  
  
  Our records show that your husband opened an Interest-Only Home Equity Line of Credit on October 26,2021 with you listed as the ***.  The Interest-Only Home Equity Line of Credit allows advances to be made for the first ten years (the draw period). During the draw period the monthly payment will equal the finance charges (interest) that accrued on the outstanding balance during the preceding month. The payment during the draw period will never be less than $25.00.  Payment is due on or by the 25th of the month.  Our records show that the first advance(s) were completed in November, so your first payment has not yet been calculated, but will appear on your next statement ending November 30, 2021 (for the December 25th due date).
  
  In a review of the account, we found that you spoke with an Alliant representative on November 12,2021 and it was explained there was an initial ***** check order was placed on November 5, 2021 and a second check order was placed on November 12, 2021.  In this conversation it was explained that your name *** not be included on the printed checks; however, you are authorized to endorse the checks as the *** on the account.
  
  As the loan is an interest-only loan, you are only required to make the interest payment. If you choose to pay an additional amount with the monthly payment, the additional amount will be applied to the principal balance.  Please keep in mind that the ***** is a simple interest loan and the loan balance accrues interest on a daily basis.    As you are aware, the loan is set up for automatic payments at this time.  If you wish to pay an additional amount every month, you *** increase the automatic payment to a fixed payment amount.  To increase the amount of the automatic payment, you will need to submit an updated ACH Payment Authorization Form at:
  
  https://powerforms.docusign.net/cf772bb3-dd94-43cc-8e1c-239580bf6f82?env=na1&acct=cfd41dfc-dcd5-4a82-bf15-e01e3023dc15&accountId=************************************
  
  We have confirmed that you are authorized to make changes to the automatic payments on this loan as the ***, if you wish.  
  
  
  We are sorry to hear that you did not receive a response from the loan officer after the loan was opened.  We apologize for any inconvenience you experienced and have forwarded your experience to the appropriate management to review for training opportunities.
  
  
  For any questions regarding the structure of this loan, we recommend reviewing the loan documentation.  To best assist you with any future account inquiries, please send a secure message via Online Banking or call **************.
  
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union

• Initial Complaint

  10/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called ALLIANT three times without response. They opened a checking account without my permission. Actually sent me a debit card AND an account number and a PIN number. I am worried someone has compromised my information and no one has contacting me. I filed complaint with their ********** as well. Looks like whoever did open account placed $5.00 in account. Extremely worried since my identity has been compromised before

  

  Business response

  10/15/2021

  October 15, 2021
  
  RE: BBB Complaint# ********
  
  Dear *****************************,
  
  This is in response to the above-referenced complaint dated October 3, 2021. In the complaint you state that accounts were opened with Alliant Credit Union (Alliant) without your knowledge or consent and that you are worried as your identity has been compromised in the past.  You phoned us and filed a complaint with our fraud department. As a desired resolution, you request a call back from our fraud department.
  
  We are sorry to hear that you have experienced identity theft in the past. Alliant meets all requirements and takes all necessary security measures when processing account applications.  Please understand that Alliant is not responsible for the breach of your personal information. 
  
  Alliants **************** will only contact you if additional information is needed after the fraud is reported.  At this time, Alliants **************** has reviewed this matter and the account(s) have been closed.  An update will be sent to the credit bureau and ChexSystems through our standard process.  Please allow up to 60 days for the updates to reflect on any consumer agency reports.
  
  
  We recommend you take the following steps to file a FTC report and protect you personal information, if you havent already.
  
  
  1. File a report at IdentityTheft.gov.
  
  
  2. Pull your credit reports and check for any unauthorized inquiries and/or loans. You can obtain free reports at www.annualcreditreport.com.There will be instructions on how to dispute any irregularities or discrepancies.
  
  
  3. Place a fraud alert on your credit report.
  
  If you have any questions regarding this matter,please call Alliant at **************, Monday through Friday from 8:30 am to 5:00 pm CT.
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a member of alliant credit union. The problem with this credit union is that it's based on Chicago, and does not cater to ********** residents. There is absolutely no credit union/ bank partnership in CA which means. If i need money i must use an ATM. And I need a large sum of money. I need to use checks, which are sold to me ( I don't even use checks, this would be soley to get my money out.) Or if i need a large sum of money they will kindly charge me for a wire transfer. I called customer service and he said "I understand if you prefer to do business elsewhere that fits your needs". Unbelievable.

  

  Business response

  09/22/2021

  RE:BBB Complaint# ********
  
  Dear *******************************,
  
  This letter is in response to your BBB complaint dated August 26, 2018 regarding Alliants location and the inconvenience you have experienced with attempting to withdraw a large sum of money.  You state that Alliant does not cater to ********** residents and does not have any partnership with any other financial institutions located in **********.  You state that you must use an ATM when you need money and indicate that you have no interest in having personal checks or requesting a wire transfer.  As a desired resolution, you are requesting contact by the business.
   
  Based on Alliants low-cost business model, Alliant never had an extensive branch network by design.  As you are aware, Alliant does not offer the option to complete transactions with another financial institution (shared branching).  Over the years, very many of our members have been able to conduct their banking business all over the country without having a branch near them.  Alliant has continuously listened to member feedback regarding enhancements to our Online Banking and ************** services which have allowed members to bank on their terms, from wherever they are.
  
  On September 16, 2021, Alliant received a call from you at 5:23 p.m.CT requesting an $8,000.00 withdrawal from your account.  In the call, you stated you needed the funds by 12:00 p.m. the following day.  In a review of the call, we found the options presented to you did not meet your needs due to the time in which you needed the funds.  While shared branching is not offered by Alliant, we may be able to ***** shared branching access on an exception basis for one day.  We apologize that your call was not escalated to see if shared branching could be *****ed as an exception to you.  Your experience has been shared with the appropriate management to help improve our service in the future.
  
  Alliant recommends that all checking account holders have checks for their account.  Having checks would allow you to have immediate access to write personal checks when needed.  In case you are unaware, please know that Alliant offers the first box of checks for free.  To help avoid this situation in the future,we are happy to place a free check order, if you wish.
  
  If you need further assistance with placing a check order or have any questions regarding Alliants products or services,please call **************.
  
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union
  

  Customer response

  09/24/2021

   
  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

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They incorrectly/erroneously raised my rate for my auto loan. I'd like for them to refund the stolen money and return my rates to the agreed-upon amount.

  

  Business response

  09/20/2021

  September 20, 2021
  
  
  RE: BBB Complaint# ********
  
  
  Dear *********************, 
  
  This is in response to your BBB complaint dated September 16, 2021.  In the complaint you state that Alliant Credit Union (Alliant) incorrectly/erroneously increased the loan rate on your auto loan.  As a desired resolution, you are requesting that Alliant reinstate the rate you agreed to and a refund or billing adjustment applied to your account.
  
  Our records show that you opened your Tesla Loan with Alliant in November 2019.  Per your loan agreement, you agreed that Alliant would receive an updated title showing Alliant as the lienholder within 120 days or would be considered in default.  While Alliant may perfect liens in many states, Alliant was unable to locate the title for your vehicle; therefore, Alliant could not proceed with adding the lien.  Alliant sent missing title notices to you on February 3, 2020, March 4, 2020, and April 3, 2020.  
  
  After an extensive period of time, Alliant did not receive the title or any proof that Alliant was added as a lienholder.  Alliant sent a payment increase notice to you on June 15, 2021 and increased the rate on your loan to 18% on July 7, 2021.  Per your signed loan agreement, Alliant may increase your loan rate if you fail to add Alliant as a lienholder.
  
  We have investigated this matter with Tesla and were informed they have been attempting to reach you since last year, but you have been unresponsive.  Alliant has been made aware that your vehicle was registered in the state of Arizona in March 24, 2020; however, a lienholder was not reported.
  
  Alliant has been informed that Tesla was in contact with you on September 16, 2021 and they have explained what needs to be done.  Alliant has been informed that you are expected to visit your Tesla dealership to resolve the issues with the title, lienholder, and registration.  We trust that you will resolve this matter with Tesla.
  
  As of the date of this response, Alliant has not received the title or any verification that Alliant has been added as the lienholder; therefore, your original loan rate will not be reinstated at this time.  No refunds or billing adjustments will be completed, as Alliant has not made an error.  Please understand that your original loan rate will be reinstated when Alliant receives the perfected title.
  
  Should you have any additional questions regarding your Tesla Loan, please call **************, Monday through Friday, from 8:30 am to 5:00 pm CT.
  
  
  Sincerely,
  Member Engagement Office
  Alliant Credit Union 
  
  

• Initial Complaint

  09/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When attempting to make a deposit with this company they put the funds in my account which I verified through the account. 2 months later my account was locked and my funds were removed. I can not check my funds or anything at this point when trying to call and fix this issue I was told at 2pm CST on Friday that they were all in a meeting for the rest of the day and could not get back to me until Tuesday. We were told that money gram took the money back, when reaching out to money gram and providing the serial numbers for the money orders we were told that all money orders were successfully deposited by Alliant Credit Union.

  

  Business response

  09/09/2021

  Please see our attached response. Thank you. 

  Customer response

  09/09/2021

   
  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

  09/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On August 23 I tried to pay off a car loan with Alliant from my linked external bank account. Their website would only accept payment from the Alliant Savings acct. On the same day I transferred $60k from my external bank to the Alliant Savings. On August 24 I logged in to pay off my loan only to find $120k in the Savings account. My external bank account was overdrawn. I immediately called Alliant and reached a cust service rep and explained the situation. She said that they could not ACH the money back to our bank. Our BoA rep said that they could not pull it back. So they would send the $60k back to me in the form of a check. It is 9/3 at 3:45 Central and I called Alliant because of no check having arrived. After being transferred to a supervisor she informed me that the deposit which they initiated had to be held for 10 days. They took this money through their website without my permission.

  

  Business response

  09/09/2021

  Our response is attached. 

• Initial Complaint

  09/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A fraudulent checking/savings account was opened under my name without my authorization. Getting ahold of someone in customer support was a challenge. They claim to have frozen the accounts to investigate, but I have not yet heard any more and now need to alert the credit agencies and IRS. I heard from someone else this happened to them with Alliant and it seems that they have *** security and ********** processes, making them an easy target to use as a party to ID theft and related crimes.

  

  Business response

  09/09/2021

  September 9, 2021
  
  
  RE:BBB Complaint# ********
  
  
  Dear ***** Lipshetz,
  
  Thiscommunication is in response to your BBB complaint dated September 4,2021.  In your complaint, you indicatethat you are a victim of ID theft and had an Alliant savings and checkingaccount opened in your name without your authorization.  You state that you were informed the accountshave been frozen and that Alliant would be investigating the matter, but youhave not received an update.  You feelthat Alliant has lax security and have requested that Alliant close youraccount(s) and improve our security practices.
  
  Alliants **************** completed the investigation and spoke with you onSeptember 3, 2021 and counseled you on next steps to help protect your identity.  You have been made aware the account isclosed and have been provided the necessary ID theft affidavit to have Alliantremove the credit inquiry.
  
  Alliant meets all requirements and takes all necessary security measures whenprocessing account applications.  Pleaseunderstand that Alliant is not responsible for the breach of your personalinformation.  We encourage youto file a police report with your local police station and/or file an IdentityTheft Report with the *** at Identitytheft.gov.
  
  Ifyou have any questions regarding this matter, please call ***********************, Monday through Friday from 8:30 am to 5:00 pm CT.
  
  
  
  Sincerely,
  MemberEngagement Office
  AlliantCredit Union

  Customer response

  09/13/2021

   
  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,
  
  ***** Lipshetz

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sent out a Check as payment to Brinks Security and changed my mind. decided to fight them instead. O the afternoon of the 24th of August I contacted Alliant and put a stop payment on the check and was charged for the action. Checking my account the morning of the 26th I found they had paid the check anyways. I called them immediately and reported this and was told it would be taken care of. Then called following day and was told they were fixing it through the Fed. Once again no action. Called multiple times and was told be patient that the matter WOULD BE FIXED AND THE ***** RETURNED. Now on the first of September I am being told a week later I was to late and it is a done deal.

  

  Business response

  09/07/2021

  September7, 2021
  
  
  RE:BBB Complaint# ********
  
  
  Dear *********************************
  
  Thiscommunication is in response to your BBB complaint dated September 2,2021.  In your complaint, you indicatethat you issued a check from your Alliant checking account, but later changedyour mind. You state that you contacted Alliant on August 24, 2021 to place astop payment on the check and were charged a stop payment fee.  After requesting the stop payment, you foundthe check was paid from your account.  You state that you contacted Alliant multiple times withoutresolution.  As a desired resolution, youare requesting that Alliant retrieve the funds or issue the funds to you due tothe error that was made. 
  
  Alliantwas investigating this matter prior to receiving this complaint.  In our investigation, we identified that thestop payment requested on August 24, 2021 was not processed correctly allowingcheck #**** for $826.92 to be paid when it was presented on August 25, 2021.
  
  Ourrecords show the stop payment fee for $25.00 was reversed on August 27,2021.  Our investigation found that the$826.92 could not be retrieved.  Asrequested, Alliant has issued a credit for $826.92 and processed an interestadjustment in the amount of $0.04 in your checking account on September 2,2021.
  
  Weapologize for any inconvenience and frustration you have experienced in thismatter.  Alliant has shared yourexperience with the appropriate management to avoid situations like this in thefuture.
  
  Ifyou have any questions regarding your account, please send a secure message viaOnline Banking/Mobile Banking or call **************.
  
  
  
  Sincerely,
  MemberEngagement Office
  AlliantCredit Union

  Customer response

  09/09/2021

   
  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,
  
  *********************************

*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. ↩