Complaints

• Initial Complaint

  12/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10th, I made a transfer of $1,280.17 to my ******************* account, on the ******************** page it said the transfer was successful, however it was not. I was later charged negative fees for having had a withdrawn account even though it was only withdrawn because they claimed a transfer went through that did not. I will attach pictures. Later I tried to make payments to the loan I have with them, and they denied the payments even though the money was going from an account from with in and they charged me late fees. Online it continues to say I am withdrawing from a delinquent account, even though the account has enough money to pay off the loan, so there isn't even an option to make a payment and they continue to charge late fees. I have emailed them about this twice and called numerous times but they are not responding.

  

  Business response

  12/30/2024

  In response to Complaint #***************** Code 724266648082D.

  Member provided transfer screenshot (unknown source) showing a transfer on 10/10/2024 from Vicinity credit union for $1280.17 to cap 1 account succeeded.

  Member also provided a screenshot (from what looks to be cap 1 account) showing no transfer received.

  I have provided 2 screenshots from Vicinity credit union account showing no transfer of funds from Vicinity account to Cap1 account. Supporting no funds were transferred or received.

  Vicinity credit union are unable to validate or explain why the transfer was not received by a 3rd party vendor after the status shows successful. As Vicinity does not support any 3rd party vendor systemic issues would not be held liable to explain.

  Screen shots of member account at ******************** shows the $1280.17 in question was never transferred out of the share savings account thus no loss of funds to the member. Balances support $1280.17 remained in the account.

  Screen shots of member account at ******************** also show the member at 1 point on 10/22 was overdrawn, a $35 NSF fee was charged but reversed same day.

  Screen shots of member loan account at ******************** from 2/2024-12/2024 supports this member has not received a late fee, unsure of comments on late fees charged.

  Any further questions please don't hesitate to ask

   

  Customer response

  12/31/2024

   
  Complaint: 22719822
  
  I am rejecting this response because:

  Transfer:

  They are stating that the transfer of $1,280.17 never went through but on their end it says the transfer was successful AND I was charged for it. I would like that money refunded. They asked me to provide a copy of my card account and I did but I do not see any changes yet. 

  Loan Payment: 

  Additionally they did call me to tell me the reason I could not pay online was because I was late to pay online. Which doesn't make much sense. The woman said she would refund the late fees AND ensure the payment was completed. However, after she paid the full amount online: 1,519.83. Without authorization she charged me an additional $41.71. I am not sure where this additional cost came in, but I did not authorize this. I asked to pay the full amount that was shown: $1,519.83, the receipts they sent show no refund and show an additional cost of $41.71 suddenly appeared. 
  
  Sincerely,
  
  ********* ******

  

  Business response

  01/02/2025

  In response to Complaint #***************** Code 724266648082D.

  response: 1/2/2025:

  The documents provided support that this member did not lose $1280.17 due to the non-transfer of funds.

  Comments below are still supported: The comments noted spoke with someone at the Credit Union regarding a reversal of fee in which the documents provided support the reversal of fee same day charged. No other fees were charged as supported by documents provided. Member did not lose $1280.17 due to non-transfer of funds.

  Member provided transfer screenshot (unknown source) showing a transfer on 10/10/2024 from Vicinity credit union for $1280.17 to cap 1 account succeeded.

  Member also provided a screenshot (from what looks to be cap 1 account) showing no transfer received.
  I have provided 2 screenshots from Vicinity credit union account showing no transfer of funds from Vicinity account to Cap1 account. Supporting no funds were transferred or received.
  Vicinity credit union are unable to validate or explain why the transfer was not received by a 3rd party vendor after the status shows successful. As Vicinity does not support any 3rd party vendor systemic issues would not be held liable to explain.
  Screen shots of member account at ******************** shows the $1280.17 in question was never transferred out of the share savings account thus no loss of funds to the member. Balances support $1280.17 remained in the account.
  Screen shots of member account at ******************** also show the member at 1 point on 10/22 was overdrawn, a $35 NSF fee was charged but reversed same day.
  Screen shots of member loan account at ******************** from 2/2024-12/2024 supports this member has not received a late fee, unsure of comments on late fees charged.
  Any further questions please don't hesitate to ask

  Customer response

  01/03/2025

   
  Complaint: 22719822
  
  I am rejecting this response because: the issues with my account remain unresolved, and the actions taken by Vicinity Credit Union have not addressed the severity of the situation. Below, I outline the ongoing problems and my requested actions for resolution.
  
  Issue 1: Transfer Discrepancies
  On October 9, 2024, I initiated a transfer of $1,280 from my Vicinity Credit Union account to my ******************* account. While the Transfer Details (TD) section shows this transfer was scheduled on October 9, 2024, and the Activity Details (AD) section lists it as  transfered on October 10, 2024, the funds never reached my *********** account.
  
  Additionally, on the same day, I initiated another transfer of $1,000. Although this transfer eventually reached my account, the timeline across different sections was inconsistent:
  - Transfer Details (TD): Scheduled on October 9, 2024
  - Activity Details (AD): Transfer Date listed October 18, 2024
  - Bank Account (BA): Funds ************************ on October 22, 2024
  
  On October 20, 2024, I initiated a transfer of $2,100 due to the lack of clarity about the previous transactions. However, this transfer also exhibited inconsistencies:
  - Transfer Details (TD): Scheduled on October 20, 2024
  - Activity Details (AD): Transfer Date listed October 21, 2024
  - Bank Account (BA): Funds ************************ on October 30, 2024
  
  Finally, on October 24, 2024, I initiated a transfer of $1,100 as still no activity was reflected on the Vicinity ***************** side. This transfer:
  - Transfer Details (TD): Scheduled on October 24
  - Activity Details (AD): Transfer Date listed October 25, 2024
  - Bank Account (BA): Funds ************************ on October 28, 2024

  
  The discrepancies across all sections and the delays in processing these transactions are deeply concerning. None of the transfers were consistent in terms of processing times or reflected dates across the Activity Details (AD), Transfer Details (TD), and Bank Account (BA) sections. These inconsistencies create unnecessary confusion and financial risks, as demonstrated by the following:
  1. The delayed and batched processing of transfers resulted in my account ending in ********* becoming overdrawn.
  2. Despite repeated calls, emails, and messages, no resolution was provided in a timely manner.
  
  Follow-Up and Lack of Support
  I made several initial phone calls:
  - October 22, 2024: Called twice, unable to get through.
  - October 23, 2024: Called again, no response.
  - October 24, 2024: Called 19 times without an answer.
  - October 30, 2024: Finally reached a representative.
  
  After speaking with a representative on October 30, 2024, I was assured that someone would follow up with me. This follow-up did not occur. I subsequently made multiple attempts to contact Vicinity:
  - November 26, 2024: Called twice, no response.
  - December 10, 2024: Emailed ************************************* no response.
  - December 16, 2024: Sent a follow-up email, no response.
  - December 20, 2024: Sent a message via the message center, no response.
  On December 21, 2024, I filed this complaint with the BBB after receiving no support or acknowledgment of my prior attempts. Finally, on December 24, 2024, I received a call from ***** *****, who asked me to explain the situation again and verify the last four digits of my *********** account.
  
  At the time, I was helping a grieving friend who had just lost her husband and did not have access to my records. Despite this, I attempted to provide the necessary details and later emailed the requested information at 5:56 PM. This follow-up was yet another burden, as I had already provided this information multiple times.
  
  Issue 2: Loan Payment Discrepancy
  I paid my loan balance in full, which I was told amounted to $1,519.83 (principal of $1,478.12 plus interest of $41.71). I explicitly agreed to this amount, yet I was later charged an additional $41.71, which was neither authorized nor justified.
  
  Requested Actions
  1. Website and System Improvements: Vicinity must revise its website and internal systems to accurately reflect transfer dates and ensure that transactions are processed in a consistent and timely manner. The current inconsistencies make engaging with the platform a liability.
  2. Refund of $1,280: The missing transfer must be refunded immediately, as its absence led to my account becoming overdrawn and created financial strain.
  3. Refund of $41.71: I request a refund for the unauthorized additional charge applied to my loan payment.
  Thank you for your attention to this matter. I look forward to a prompt resolution.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted the company (Credit Union) to close all of my accounts and send me the funds in each account. I spoke to a representative 4 weeks ago and was told that the Credit Union would close the accounts and send me my funds minus 50 for closing a vacation account before maturity. I have not received a check, and each time I call I am directed to a recording stating that there isn't anyone available to accept my call. This has occurred over ***** times. I have called three different times of the day for four weeks. I believe this is blatant neglect and refusal to surrender my money by the bank. I need your assistance in resolving this matter. I had never heard of this credit union and my red flag immediately went up when the transition began.Please assist me in this matter and see that my money is sent via ****************Thank you,

  

  Business response

  10/28/2024

  
  10/25/2024
  Better Business Bureau:
  RE: Refund or Exchange issues: complaint ID: ********: ******* ******
  To Whom it may Concern,
  An investigation into the complaint has been completed regarding the refund or exchange issues reported by ******* ******. ******* referenced that she had not heard of this credit union (Vicinity Credit Union FKA United Credit Union: name changed 9/9/2024) and requested the closing of her accounts. ******************** had received her request and sent a check for the balances less the closing fee(s) of all accounts (transaction receipts uploaded) showing total amount including check number of check sent to ******* on 10/11/24. The teller who made the transaction informed ******* that the check would be sent via **** when the request was made. ******* had since sent an email request to our Contact Us portal (email uploaded) on 10/21/24 as a follow up requesting funds immediately with the threat of contacting the BBB.On 10/22/2024 Vicinity Credit Union received the complaint from BBB referencing the Refund Issue. The Director of Lending left a voicemail and sent an email to ******* on 10/25/2024 informing her that the check was disbursed and sent via ****, but since she had not received (based on the complaint) informed her that I was going to stop payment on the current check and re-issue her another check for the amount of her accounts and FED-EX. ******* called back on 10/25/2024 at 2:44pm noting she had received the check. I informed her that since I had not heard back from her that I placed a stop payment on that check and re-issued a new check and sent FED-EX (sent her the tracker information via email, in which she acknowledged received). ******* understood and acknowledged acceptable.
  Sincerely,
  
  ****** *****
  Director of Lending Operations
  NMLS# ******
  ***********************************************************

  Customer response

  10/29/2024

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Company where I finance my car through which is United Credit Union placed a CPI to my car loan, but I have full coverage insurance, in which was sent to ************************************* several times and also uploaded to the insurance data base .I've been trying to get a CPI refunded since July 3rd, a Liberty Mutual employee named ************************* (Consumer Affairs Specialist II (PST) has been also trying to help send information to a ************************************* with United Credit Union but haven't been able to get any resolution. I keep receiving harassing phone calls and so I sent an email to the Retail Operations Manager ******, and he reply with an inappropriate email. The email that was sent from ************************************* was very much spiteful, insulting and degrading to me. It is by far the worst customer service I've ever experience in life. I have included all of the emails in an attachment below. I feel like ****** is being very rude and spiteful because he has to do his job and because he doesn't like answering questions and assisting customers. I would like to send a complaint to the corporate office for United Credit Union because I believe this is not the first time he has been degrading customers. I also feel like he's treating me like this because I am African American. Something has to be done, there is no way he should be allowed to talk to and treat people this way. Not only did he report false information to the credit bureau, he also reported it to collection, and I've made every payment. I was given so much misinformation, that I had purchased 2 car insurance policies just to be on the safe side, because I tired of receiving the harassing phone calls. Me spending over $1000 on two different insurances just because of miscommunication with United Credit Union. Please help me get some type of resolution on this, because I feel ****** is out for retaliation against me and I have done nothing wrong but try to get my refund so that my account can be corrected. Thanks

  

  Business response

  08/14/2023

  
  August 14, 2023

  
  To: BBB ******* ***** *************************** ***********************, Chief Retail Operations Officer

  
  Re: Complaint Response #********

  
  United Credit Union has reviewed the complaint and found that we followed the necessary procedures to request and notify the borrower that we did not have adequate full coverage insurance on her vehicle. 
  We will also take this opportunity to discuss in detail how to improve our communication with members. A representative initially emailed ******************************* on 2/22/23 when United Credit Union received a lienholder notice from Liberty Mutual stating her policy was cancelled on 2/4/23.
  We received a reply from ******* on 2/22/23 stating that she had paid her insurance on 2/6. I reached out to Liberty Mutual for verification on 2/23/23 and they informed me that her policy was cancelled 2/14/23 for a returned payment.
  Our third-party insurance company, Allied Solutions, also sent correspondence on 2/21/23, 3/21/23, and finally 4/4/23 to ******* requesting proof of insurance for the 2021 ******* Tucson. Correspondence letters can be found in Exhibit C,including a final notice stating the force placement of CPI.
  We didnt receive any communication from ******************************* until 4/11/23 when she provided the declaration with *****************.  After reviewing the policy, I noticed that it didnt meet the requirements set by United Credit Union. That is to have United Credit Union listed as the lienholder, to have comprehensive coverage with a deductible of no more than $1,000.00, and to have collision coverage with a deductible of no more than $1,000.00. I sent an email and mailed a letter to ******* stating that the information she provided does not meet the requirements and to update her coverage to meet the requirements. I also advised her to reach out to our insurance service center, Allied Solutions, for the quickest resolution. ******* never replied, responded, or reached out to United Credit Union or Allied Solutions.
  We added CPI to Leticias loan to protect the collateral on 5/31/23 after three months of trying to get a policy that meets United Credit Unions requirements. I mailed a letter to ******* 5/31/23 stating the placement of CPI.
  After adding CPI, we never heard back from ******* and never heard from her insurance agent.On 7/11/23 was the first time I had any communication with ************************* from Liberty Mutual. ****** sent me an email stating ******* had continuous coverage and provided the proof to Allied Solutions at mycoverageingo.com.
  We replied to ************************* from Liberty Mutual and to *******************************, thanking them for providing proof of coverage and sending them a screenshot of the pending CPI cancellation.
  

  On 7/15/23 ******* emailed me instead of reaching out to the collections department,questioning a voicemail received from the collections department. I replied to *******, including the collections department on the email stating she has the required coverage. It was then that we applied for the full CPI refund to Leticias account on 7/26/23 and mailed a letter to ******* the same day stating the refund was applied and that her payment was lowered back to the original amount.
  

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of United Credit Union for over 8 years and have never. experienced a financial or internet issue that was not resolved with me being pleased with *** service I received. However, in *** last 6 months, I have noticed subliminal responsive behavior from a individual/s who is/are employed by United Credit Union. Since I have already experienced subliminal responsive behavior from people who are employed by o***r financial institutions; I have no problem noticing and identifying *** disrespectful, immature, unprofessional, narcissistic behavior. There is definitely a problem with individuals who are representing a company and have lost ***ir way while administering customer service. I am a retired teacher and I am certainly not going to be harassed by employees who think ***y have a right to attempt to cause me anxiety through ***ir use of cowardly tactics. I have maintained a road map of *** who, what how and why *** person employed at United Credit union has joined i *** subliminal responsive behavior group. If this situation is not resolved by *** administration at United Credit Union; I am prepared to take action to ensure that I am safe.

  

  Business response

  12/20/2022

  Hello. We are looking into this matter. 

*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. ↩