ComplaintsforConsumers Credit Union

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Consumers Credit Union, I do not have a contract with Consumers Credit Union, they did not provide me with the original contract as I requested

  

  Business response

  08/14/2024

  Hello,

  Attached is our response.

  
  Regards,

  CCU Member Experience

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hate to have to file another complaint, but once again, I am logging in, requesting a phone call to get a Secure Access Code, answering the call that comes in, waiting for a Secure Access Code, and then -- NOTHING. No voice, just dead silence. I have had this problem before and reported it. I had tried to receive it via text message, but that never worked even when I was a new member. Also, when I called in and spoke with the agent, she asked for a member number. If I was ever given a member number, I would have entered it in the information that I maintain from Consumers Credit Union. I was able to give a Social Security number, but she didn't even recognize me from the account number that I have recorded; I keep such information well stored and encrypted, so if something changed, I need to be informed about the change. At any rate, ny first concern is the phone call that gives not a sound. I have to ask about the customer number that was not issued to me. I have to ask how is it that she couldn't find my account from the account number that I have recorded. I am justifiably alarmed when so many things are not working and my recorded information doesn't seem to be valid. If I had at least the customer number and the valid account number, I might have an easier time, but it can't be that so much is out of order.

  

  Business response

  05/22/2024

  Hello,

  Attached is our formal response.

  
  Regards,

  CCU Member Experience

  Customer response

  05/22/2024

   
  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.

  Once I was able to get into my account, I was able to find the member number, so I have that saved for future use. However, I do have to point out that the problem of requested a Secure Access Code remains a problem for me. I would like to know what is the number through which such a code is sent via text because I will need to contact my wireless provider to investigate why those text messages never reach me. I will also mention that more than once, I have requested to get the code through telephone call, only for the phone to ring and for me to answer to dead silence. That has happened to me many times, and that alarms me considerably.

  Once I know which number sends me text messages, I can then ask for help from my wireless provider. It's a bit alarming when I get no text and a call that gives only dead silence. I have no complaints about Consumers Credit Union insofar as the service that they provide because it is very professional and as a former bank employee, I know how to give credit where credit is due, and it is definitely due. The problems that alarm me are probably flaws in the technical system, and I only wish to let the credit union know that if something needs to be investigated, I feel it is my responsibility to make the problem known.

  I hope that clarifies things a bit. I am just wanting to be able to get the code, and sometimes there are problems, but sad to say, the practice of making it difficult or impossible for a customer to make contact with an institution has become a standard practice in *****************, and that does alarm me. I'm a disabled senior, and when I cannot communicate, it does alarm me perhaps more than most, but I want to make it clear that I do not complain about the service I get because it is truly excellent.

  Respectfully submitted,,
  
  ***********************

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am going to attach a letter that I mailed today. For three days now, I log in, but when I try to call for the Secure Access Code, either nothing happens, I get a call but I hear nothing on the line, or I get a call and get a code, but when I try to enter it, the call disconnects. I called in and spoke with an agent who didn't begin to know what I was talking about; I saw that she had never seen the steps of login. This problem has kept me from logging in. I did two nights ago talk with an agent who said she would report it to Technical Support, but clearly that hasn't happened. She at least gave me my balance, but I was told that I was supposed to have some sort of ID number, something that I never received. I have my Social Security number and my account number, but that seemed to make me suspicious. I came away really wondering who was in charge and why was I having such experiences. I wondered if this was a way of telling me to get lost. I never had such an experience before with a banking institution. I might add that I worked in a bank for eight years, but in another country, and the laws were radically different. I just have to ask: what is happening and why? If there's some technical problem, fix it and don't keep me from managing anything in my account!

  

  Business response

  05/06/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer response

  05/06/2024

   
  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. However, just last night, I tried to get a Secure Access Code, which I always request through a telephone call because the text messaging has proven to be unreliable. I called three times, and each time, when I connected, I heard nothing. Not knowing what to do, I restarted both my phone and my laptop, wondering if either of those was responsible. Doing that solved the problem.

  I have to mention to be fair that Consumers Credit Union has given me superb service. The only reason I turned to BBB is that in today's US, it seems to be a standard for companies, agencies, organizations, and any other institutions to make contact always either using noreply email addresses, email addresses that direct mail to unmonitored stations or accounts, or have automated services that give several options for making contact, but when none of them are appropriate, the call disconnects. The policy of remaining incommunicado with customers is so widespread that it leaves me wondering how to make contact. From experience, I have learned that a complaint to BBB renews the contact. That isn't fair not to the institution in question nor to BBB, but I doubt that sending smoke signals or skywriting will ever be convenient options, and many times I have wondered if those are the only options left. Alas, they aren't reliable either! My complaint was just to make contact. It seemed that so often I was failing that I had to wonder who had the problem!

  As for the issue with the number *****, I need to understand if that is a number that CCU uses on a regular basis or if it has some other significance. I checked my phone thoroughly and there's no mention of it anywhere. My question then becomes: to which provider do I make contact? My wireless provider or my Internet provider? I frequently say that we all thought that modern technology would make life easier for us, but instead it has only created more problems. Now someone dispute me on that! The fact that there are so many factors that are all possibly causing the problem only leaves a customer like me feeling that the whole routine of contacting every possible provider is a bit like throwing a ***** in a wishing well. I just have no idea to whom to turn, and perhaps I need to contact more than one provider, but it would help to receive a bit of guidance. I am no novice in the world of hi tech, but when it comes to the weirdness of everything connected with what is making things work in wireless or internet, that is out of my collection of experiences and so I am never sure to whom to turn or what to ask.

  Let it be clear: I am a published writer in three languages, so I am not a novice when it comes to dealing with complicated situations, but if I have studied, learned, or somehow acquired some relevant knowledge, that makes it much easier for me to know what could be done. When I was calling in, connection was made, but I heard nothing on the line, well, who is responsible? I'm not that good at guessing games, I fear, and that is what I face often enough. I'm starved for knowledge, yes, and I am willing to learn, even if I am 72 years old and have disabling conditions; my mind still works well. However, if I don't know of something, I have to reach out for help. I have written to BBB that frequently my complaints can be traced to the inability to reach another party because of a communication failure that *** be technical. I just don't know.

  I hope I have explained what motivated me to file a complaint. The complaint really wasn't against CCU as much as it was against just not knowing who or what was causing so **** failed attempts to make contact. I might add that this problem happens often, and not just with businesses or similar institutions; sometimes it happens when I call an acquaintance and we struggle a bit before we are able to communicate and hear one another clearly. 

  Anyhow, I could easily write another book on the subject, but I am not blaming CCU for a technical failure. I am sure CCU has enough frustrations with them as well. That, I fear, is the "blessing" of modern technology, but then again, I am not a believer in "blessings," and saying "failures" sounds like an accusations. I just make contact and hope for the best outcome!

  Respectively submitted,
  
  ***********************
  ************** cellphone
  ************** fax

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to check my account after depositing $500 on 4/21/2024. My online account had locked me out so I called, but it was a Sunday. I called today, Monday morning at 9:30 Central time. The automated phone system never offered any options except: "para Espanol, oprima cinco". I need to know what is going on with my account, but can't since I can neither log in or get anyone on the phone.

  

  Business response

  04/23/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My vehicle was repoed on March 14, 2024. I waited to get information from the loan company on what criteria was needed from me to get my car back. This was frustrating as no one would call me back and only communicate through emails. My car was towed to the auction house early and no one could tell me where the car was for 3 days, I had to call looking for it myself. I never once received any communication from the loan place on when and where I could pick up my vehicle. I was able to find that information out from the auction house and 3rd party repo place. After getting my car back, I went to check my car loan account to see what I needed to pay for the month of ***** 2024. The 'normal' payment section only listed ****** for the month of *****. I called into Consumer Credit Union to confirm that all I owed for ***** was ******. This was confirmed by the associate with the load company. On 09APR24, I paid exactly ****** as the system requested and confirmed by loan associate. Today, 15APR24, I received an eNotice that said I was 10-days late and owed the rest of the standard ****** payment. I checked my account and on *******, extra fees were tacked on and taken off at a confusing ratio. My monthly due date is the 3rd of every month, so 03APR24. How am I late when I paid the correct amount on 09APR24 of ****** and the extra charges weren't added until 10APR24, 7 days AFTER the actual due date for the month?

  

  Business response

  04/24/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer response

  04/24/2024

   
  Complaint: 21579324
  
  I am rejecting this response because: This is a complete lie and did not address anything.

  I called on 08APR24 and spoke to a customer representative, which was confirmed by ****** (a superiors who I spoke with on 17APR24 at 1:27pm CST). I called on 08APR24 and asked if the Consumer Credit Union system was correct when it reported that my next payment for the month of April 2024 was ****** and not the normal ****** as this made no sense to me at the time and I did not want to get behind after paying a large sum of *******. The representative assured me several times that the system was correct, that the payment of ******* had adjusted my month payment to ******. I paid on 08APR24 the payment of ******. I never received a phone call from CCU on 08APR24, I have provided phone records of this with this rejection response. This should inform BBB of how the response for CCU has started out in a lie.

  I did have a missed call on 13Apr24 with no message left from CCU. No I did not return the phone call as I also get emails from this company for nonsense things to join their company by opening up an account and seeing as I had made my monthly payment as I was told to do when I called in on 08APR24. On 15APR24, I received an eNotice saying I was 10 days late for my payment, which confused me as I had called in to CCU's customer service and had talked to someone who reassured me that I was paying the necessary amount. I checked my account and found that on 10APR24, my account amount was manually adjusted (Also provided physical proof of) to have the ******* reduced *******. It was so messed up on how many loan adjustments were done on my account that they even adjusted my payment of ****** by taking it off the account and the put it back on when it seems like someone realized that was a payment made by the client.

  I called on 16APR24 at 1:16pm and spoke with ***** who confirmed that my due date for every month is the 3rd. She transferred me to supervisor ******* who waved the late fee of ***** (also physical proof provided) as she agreed that the adjustments were made 7 days after my due date and was confusing on her end. She did say I owed ****** at that time to bring my balance to paid in full. When I questioned her about the late adjustment and why they waited so long after my due date (as no one constantly looks at their account after a payment posts), I was told a manager would need to call me back and an IT ticket was opened. She could not explain it to me but acknowledged that there was a system error on their end as they have to manually adjust the loan amounts posted on accounts and that the system cannot recognize to separate the payment of ******* into ******* and ******. I was told to wait ***** hours to be contacted.

  On 17Apr24 I called and spoke to ******* at 1:27pm and went through all the notes on my account. She said that she would contact the loan correction department and open a case as no one had yet to do that. No case was ever opened. 

  On 23APR24 I called at 9:27 am to return a late call from CCU which consisted of them not waiting for a ring on my end and hanging up and leaving a voicemail. I spoke with ***** who told me at that time, there weren't any notes explaining the reason of the adjustment of the ******* to ******* and adjusting my payment of ******. I also at this time inquired to why CCU was reporting that my loan was closed to the credit agencies. This could not be answered. I was transferred to ******* who could not help me further and another IT ticket was opened for someone to call me within ***** hours. 

  On 24APR24 I called at 10:24 am and was immediately transferred to another associate as the first one, who I did not catch her name, had computer technical issues. I was sent to ********, who needs to be retrained on customer service and deescalation. She repeatedly spoke down to me, cut me off to the point I had to talk over her to tell her that she was not understanding my concerns. When I requested to talk to someone who could help me, she put me on hold. She was the rudest person I have spoke to so far. When she deemed it fine to talk to me, she started all over telling me I still owed 450 for the month of April. She could not tell me why it was added after my due date and said that I should always pay my full monthly payment and it was my fault the system messed up and my fault I trusted them to let me know what payment to make. It is at this time that I requested a supervisor to which she refused to do and said I could only talk to her, that she was the only one who would help me, to which she wasn't going to because I couldn't understand my account. She was the first person to break down the reason for the 450 payment not going to my account and that by law they as a company were not allowed to have that payment on my account and that the 450 for the repo fee had to go to some GL account instead. I repeatedly explained that at this point, since no one has been helpful, I wanted to just know if I could have the remaining ********************************************************************* concern that my monthly payment was down to ******, if this could be paid on the May bill since it was added after the monthly bill and due date came out on 03APR24. She refused to answer me and started back at the beginning of her tirade. I stopped her and requested her ID or badge number for employee identification as she refused to transfer me to anyone. She hung up on me.

  I called back again, this time to *******************, who was the original recoveries specialist that emailed me the required documents and amount owed to get my car back. The original email calls out a 450 repo fee that was non-negotiable and was estimated, but never once broke down how that payment was to be received and posted. (Also physical proof provided) I explained the situation again and explained that at this point I just wanted to make sure my car was not repossessed during this issue of understanding why my account was manually altered, why I was told to pay one amount and why I was late, that I only needed to know if I could make my 450 payment on 03MAY24 along with the ****** payment for the month of May 2024. She explained that the reason for the loan alteration was because she went on vacation and didn't get back in the office until 10APR24 and that she had to manually override the system to adjust everything. She said that yes, there was a miscommunication on the explanation of how the ******* was broken down and applied to my account. That while yes, the system did reflect that I only owed ****** for APR24, that was not their problem that I was told and shown to only pay that. I again posed my request to have the payment made on 03MAY24 along with the May payment to which she said that it being only 9 days away, there would be no problem as long as it was paid on 03MAY24 and that she would note in the system under my account that I would be doing just that. I also followed up with an email to her confirming what we discussed as I wanted reassurance that during this time, that was no fault of my own, that my car was not to be repossessed. 

  Now the response to all these issues is concerning as it never once addressed the fact that my car was taken to the auction house early, prior to 03APR24, that CCU lost it in their system and for 3 whole days could not tell me where it was, and has yet to even acknowledge that I still never received ANY formal notification that I could pick up my car and where I could pick it up from. No on called me after I paid the ******* to let me know that a release letter was sent. No one called me to tell me where the car was located to be picked up. I had to call the repo company who originally picked up my car ***************** Services) who explained that the car went to auction and gave me the auction house's number. The auction house was nice enough to work with me as the assigned specialist, ************************************ (the person who took over for **** while she was on vacation) had stopped all communication with me after the payment was made on 27APR24. The auction house gave me the ok when they received the release memo and set up for me to pick up my car. It was also never addressed to why CCU has reported to all the credit agencies, that the loan that we are discussing, is no longer open and has been closed. I have repeatedly requested this to be fixed and requested an explanation for this happening in the first place. These disturbing issue were not once addressed by CCU's ******************************* response. Instead, the second this person could, they lied in their response. 

  So we have an outright lie or a false narrative from CCU on the phone call and myself not responding on 08APR24, which we know isn't true per the provided phone records. We know that they dropped the ball with the recoveries specialist went on vacation, failed to have ********************** her job, and manually altered the amount on my account when she got back on 10APR24. Why ******* could not due this herself after I paid the ******* or inform me that the adjustment would happen, is a big question on their policies. They falsely reported my loan closed and never followed up with myself on the where about of the car or that I could even pick it up. It can be assumed at a holistic level, that CCU picked up the car either the night of 13MAR24 or morning of 14MAR24 with hopes that I could not pay the full amount of *******, quickly had my car transferred to the auction house prior to the 03APR24 cut off and reported my loan closed as soon as they could with hopes that they could make money and sell the car. 

  At 6:24pm today, 24APR24, I received a call from CCU's collections department asking when I could pay the full amount of ******* today? I spoke with *********, who noted the system that I spoke with ******************* about making a payment on 03MAY24. She explained that in their system, it takes ***** hours for it to update sometimes and more so from other departments making any notations on accounts. 

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

   

  

  Business response

  05/13/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The vehicle was sold and a payoff was sent. Consumer Credit Union has sent me to collections and is still trying to collect on the sold vehicle.

  

  Business response

  04/23/2024

  Attached is our response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There was an error on an app that caused a 90$ (30x3 for a total of 90$) charge to be pulled from my Consumers account. The ******************** team is very hard to communicate with. I would like a refund for the 90$.

  

  Business response

  04/16/2024

  Hello,

  Attached is our response.

   

  Regards,
  CCU Member Experience

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a mortgage account with the ********************************************* along with savings and checking accounts. I paid off the mortgage on 3/29, and now today on 4/1, all online access to the account has been removed, it doesn't even show up on the list of accounts as being closed with a zero balance. This is unbelievable, there are regulations about records being available for a certain time period. I cannot be calling their toll free number to request specific documents.

  

  Business response

  04/09/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

  Customer response

  04/09/2024

   
  Complaint: 21514752
  
  I am rejecting this response because:

  The attachment sent by the business is totally blank, I have attached the downloaded file.  Can they send a PDF instead of a Word document?

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

  

  Business response

  04/09/2024

  Attached is our response in the form of a PDF.

   

  Regards,

  CCU Member Experience

  Customer response

  04/09/2024

   
  Complaint: 21514752
  
  I am rejecting this response because:

  I am getting different responses from different people in the credit union.  I was told that online access will be maintained for a minimum of 14 months after account closure by a representative.  There is zero consistency.  I have many closed credit card accounts with other major banks, and they just indicate the account as "Closed" with full access.  Please see attachment.

  I cannot be calling the bank and wait on hold for hours and explain what documents I need later and get them sent via email.  It is just not practical.

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

  

  Business response

  04/10/2024

  Attached is our additional response.

   

  Regards, 
  CCU Member Experience

  Customer response

  04/10/2024

   
  Complaint: 21514752
  
  I am rejecting this response because:

  The attachments that are being sent are all blank!!!!!  I had already indicated this once before, but obviously no one bothered to correct the issue.

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

  

  Business response

  04/10/2024

  Hello,

  Attached is our response in PDF form.

  
  Regards,

  CCU Member Experience

  Customer response

  04/10/2024

   
  Complaint: 21514752
  
  I am rejecting this response because:
  

  It is no different from the earlier response, and I even provided how things are done at other institutions regarding closed accounts.  There is no proper rationale for terminating online access immediately after account closure, demanding that I call the credit union for every little thing that I had access to earlier.  Records need to be maintained and available directly to account holders for a specific period of time, and sufficient warning provided about any disabling of access.  This is strictly an IT related function, with zero justification. 

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

  

  Business response

  04/17/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

  Customer response

  04/17/2024

   
  Complaint: 21514752
  
  I am rejecting this response because:

  The credit union response is that they "might" do something in the future to address the issue, but nothing will change immediately, so it is totally irrelevant to me.  My complaint will not be resolved.

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

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My signature loan with Consumers Credit Union had a balance of $2,496.68 as of the last statement received 12/31/23 prior to the payments being made. On 12/26/23 I deposited $1,180.00 and on 1/2/24 I made another deposit of $920.00, totaling $2,100.00. Both deposits were made into my savings account for the payments for the signature loan to be withdrawn from this account. $2,050.00 was paid on the account which should have left a balance of $446.68. Instead, the next statement I received which was 1/31/24 stated my new balance was $708.11, a difference of $261.43. I contacted Consumers Credit Union about this account discrepancy, and did not receive a clear reasonable explanation. It would be my belief that Consumers Credit Union would not be in the habit of sending out statements with incorrect account information. I would like for Consumers Credit Union to make the appropriate adjustments of previous balance minus payments to arrive at the correct current balance so I can pay this account off and close this account ($2,496.68 - $2,050 = $446.68)Thank you

  

  Business response

  04/08/2024

  Hello,

  Attached is our response.

   

  Regards, 

  CCU Member Experience

  Customer response

  04/22/2024

   
  Complaint: 21497601
  
  I am rejecting this response because: I have read the response from Consumer Credit Union and reject and disagree with there response. The statements I received stated one amount, then after I've made a payment of 85% of that balance on the statement, then their allowed to go back and add months of late payments and interest.  Why weren't these late payments and interest added each month to accurately reflect the account balance due.
  
  Sincerely,
  
  *************************

  

  Business response

  04/30/2024

  Hello,

  Attached is our additional response.

   

  Regards,
  CCU Member Experience

• Initial Complaint

  03/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Consumers Credit Union is incompetent. They notified me of potential fraud in November. For whatever reason it was still approved to be changed. They cancelled the card for me. HOWEVER the fraud charge was reversed from the merchant. Then Consumers put an adjustment CHARGING ME THE VALUE OF THE ***** CHARGE! On the new card the merchant then refunded again? So it should wash all those charges right? Well they still didn't balance the cancelled fraud card and they sent me a misspelled letter saying they took away my card access (on a closed card ??) and my account was 90 days overdue. Signed with just CCU Adjustments. No number, no email. Great. Then I called 8 different times before 1 person actually followed up on their call back as promised. However, in the time of these calls, they now charge my current card (a 3rd card) an adjustment reversal of the fraud charge. The person who actually called me back said that I owe it because they want the money back since the merchant refunded. CCU never gave me any credits to my account. They only charged my account with their adjustments. I don't understand how you can be this incompetent! It's literally simple accounting. In total there was three charges of $189 between two cards (1st & 3rd). There was two refunds of $189 on the first and second cards. They were balanced until they added a new charge on 3/5 trying to get money back for the money they didn't actually give me in November. The lack of urgency and the inability to apparently just make a simple callback is atrocious. This needs to be solved ASAP. I'm not paying this fee and this whole thing has been ridiculous over a fraud charge of all things.

  

  Business response

  04/01/2024

  Attached is our response.

   

  Regards,
  CCU Member Experience

  Customer response

  04/01/2024

   
  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. This was actually resolved last week with someone else in CCU.
  
  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. ↩