ComplaintsforConsumers Credit Union

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a Consumers CU Rewards credit card in January of this year when I transferred my auto loan to CCU. I was told I could do balance transfers from other cards for 0% interest. I just transferred 1 balance 2 months ago and am being charged interest despite the disclosure and website state I am eligible to transfer balances in the first 12 months simply for opening the card. I have contacted the business twice and was promised a call back both times. I am still waiting for the 2nd call back but they never provided the 1st one and I first called over a month ago. I have attached both the disclosure and a screenshot of their website with the terms.

  

  Business response

  10/04/2022

  Hello,

   

  Attached is our response to complaint ID #********.

   

  Regards,

  *************************************

  Manager, Member Experience

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off a small personal loan with Consumers Credit Union. They reported to credit bureaus for a year that it was paid. Last month, I got a notification that something was past 30 days and reported to the credit bureaus. Hit me for 80+ points to my FICO. I found out that even though they were reporting the account as paid for a year, someone in accounting decided it was not paid and added a ***** to the account, and then closed the account. This triggered the system to report 30 days late and that they had to close the account. This was all for one *****, even though I have a string of 'Paid On Time' on this specific account going back almost a year. Nothing was ever sent to me or reported as being late, and I have several other accounts with this bank that I pay on time. Sent multiple emails to the *** and other departments with no response yet. Next action is to report to my blog members and to my friends at **** I was told that they were just doing their job. I have relatives who died because people said they were just following orders. Not acceptable at all.

  

  Business response

  09/28/2022

  Hello,

   

  Attached is CCU's response to BBB Complaint #********.

   

  Regards,

  *************************************

  Manager, Member Experience

• Initial Complaint

  08/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Reviewer,I did an auto loan refinance with Consumers Credit Union in June of 2022. The application process was handled by a company called ********, I was assured in the process that I was enrolled in auto-pay and the loan repayment amount would be automatically processed each month. It was not. I was subsequently reported to the credit bureaus as 30 days late. When I found out, I immediately made the past due payment and enrolled in auto-pay. When I asked to have the 30 day late removed, Consumers Credit Union refused. If Consumers Credit Union allows 3rd party vendors to complete their application process, they must take responsibility for errors and omissions caused by those same 3rd party vendors. The payment was not missed due to insufficient funds or a refusal to pay. I trusted the payment had in fact been made on time. I should not be reported late to the credit bureaus because ********* lied about enrolling me in auto -pay (we even picked the recurring payment date) and Consumers Credit refuses to retract the 30 day late reporting.

  

  Business response

  08/29/2022

  Hello ****,

  Thank you for your patience as we continue to research this case. We anticipate having a detailed response to you no later than Friday, September 2nd.

   

  Regards,

  *************************************

  Manager, Member Experience

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle through CarMax in January 2022. Shortly after purchasing I refinanced the car through Consumers. A few weeks later CarMax mailed the title to my home. I immediately called consumers to ask where I should send the title and mailed it that same day. Then in April I received a threatening letter from title services stating that they had not received the title, Im in violation of the loan agreement and they are going to raise my rate. I called title services who couldnt tell me anything and just forwarded me back to the *** main office. They informed me that they couldnt get ahold of the title department and would call back. 24 hours later I had not been called back so I called again. Same thing, cant get ahold of the title department and they would call back. Again, no call returned. The next day I called and demanded that they keep me on the line while they figure it out. Eventually I was told that they do have the title but it hasnt yet been processed. Months later in July I received the same letter saying they dont have the title. Again title services couldnt answer the question and forwarded me back to *** who couldnt get ahold of their title department and would call back. No call back. I refuse to continue wasting my time with this issue and demand that *** process the title and put into writing that I will not receive any more of these letters. I am also in the process of refinancing with a different institution and want assurance that Consumers will not cause any trouble because of their inability to process the title in a reasonable timeframe.

  

  Business response

  08/05/2022

  Hello,

  Attached is our response to complaint ID #********.

  Regards,

  *************************************

  Manager, Member Experience

  Customer response

  08/05/2022

  I do not accept this response for the following reasons:

  1. I want an explanation as to why CCU is just now reaching out to CarMax to fix the title if they received the title I mailed in February 

  2. I would like to know why CCU has told me every single time I have called that they need to call back once they get ahold of their title department yet they have not returned a call once. I have had to call back every time. 

  3. I would like to know why when I called in April CCU told me they had the title and this would be resolved. They didnt mention any issue with the title from CarMax they just said it hadnt yet been processed. 

  
  

  Consumers is completely blaming CarMax in their response but is taking no responsibility for the fact that this has taken six months and they have displayed zero urgency in resolving it. I have seen people complaining about this exact issue in ****** reviews of CCU so it is clear to me that this is an issue on their end and not just the fault of the dealer. 

  
  

  In addition I am upset because I am working on refinancing the loan with a different lender because of this issue. However they cannot move forward with processing the loan because this title issue (which is totally out of my control) is still lingering. 

  
  

  In short, I would like to see consumers accept some level of responsibility for this issue that has now dragged on for six months instead of tossing the blame completely at the dealer. 

   
  Complaint: 17638484
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business response

  08/12/2022

  Hello,

   

  Attached is our follow up response to complaint #********.

   

  Regards,

  *************************************

  Manager, Member Experience

  Consumers Credit Union

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. CONS COOP CU ACCT #: ************ BAL. $5,023.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  07/28/2022

  Hello,

   

  Attached is CCU's response to complaint #********. 

   

  Regards,

  *************************************

  Manager, Member Experience

• Initial Complaint

  05/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company made a hard enquiry on my credit report without my consent and I want it taken off. I had completed a form inside my credit karma app thinking it was a simulation page on whether I qualified for auto refinancing. However, I was shocked a few weeks later when I started getting letters from different companies about an application I had made requesting for auto loan refinancing. I am using this medium to reemphasize that at no time did I apply for loans in any shape or form through Next Gen. I was only curious, thinking it was a simulation form to determine if I qualified and was only hoping to see the rates, in other to be able to compare with my current APR to give me an idea of how much progress I have made in my attempt to dutifully pay back my auto loan and nothing more. Please I insist this enquiry be taken off my credit report.Thanks and regards Osayanede ********.

  

  Business response

  05/13/2022

  Hello,

  We appreciate you taking the time to reach out to us regarding the referenced credit inquiry.

   

  A member of our Consumer Lending team emailed you on 5/12/21 to assist with the credit inquiry removal request. If you require further assistance, please feel free to contact the Consumer Lending representative directly.

   

  Warm Regards,

  *************************************

  Manager, Member Experience

  CCU

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2021, I applied for credit with CCU to purchase a motorcycle. When I reviewed the Truth in Lending Disclosure and the amount I had to pay, I noticed some discrepancies and informed CCU that the amounts were wrong. The "Amount Financed" states "The amount of credit provided to you or on your behalf." I provided the credit, amount financed, on my behalf using my credit card, social security card or social security number. Pursuant 26 CFR 301.7701-11, the terms account number and social security number refer to the same number. I am the original creditor of this account. Pursuant 12 CFR ******a, account means an extension of credit, when employed in relation to an account, the word use refers on to open-end credit. Pursuant 15 USC ****j, my social security card, credit card, was used as open-end credit plan. The "Finance Charge" states "The dollar amount the credit will cost you." Meaning it should only cost me X amount (finance charge) for the credit I provided on my behalf (amount financed). Pursuant 15 USC ****a, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended and imposed directly or indirectly by the creditor as an incident to the extension of credit. April 2022, I called them to get a resolution again, and this time I was told they were not able to talk about the account with me anymore and that I have to talk to their attorney, ******************** P.C.. This is a violation of the ***** pursuant 15 USC 1692a(6) and 15 USC 1692e(3). After calling ******************** P.C., I was told by their receptionist, ******, that there is no case information available under my name and that she will get back to me with more information, no return. A few weeks passed and I decided to call CCU again to get resolution, I was again told to contact their attorney, ******************** P.C., no information.

  

  Business response

  05/09/2022

  Hello,

   

  Attached is our response to complaint ID # ********.

   

  Sincerely,

  *************************************

  Manager, Member Experience

  Customer response

  05/10/2022

   
  Complaint: 17172852
  
  I am rejecting this response because:
  
  My understanding of the Truth in Lending Act is not misunderstood. I am interpreting the law how it was written in it's literal sense. I have cited the law and provided proof on how it applies to me as a consumer. CCU at no point has been able to rebut how it does not apply to me. For all I know CCU could be committing fraud, and without anything from them to prove otherwise, they are committing fraud pursuant 16 CFR *****. Especially with them sending my identifying information without my authority to an attorney, my consumer transaction was done with CCU not an attorney, I do not have any contracts or business with an attorney and any communication that is from an attorney is a violation of 15 USC ****e. Also in their response they mention that I am making an "incongruous argument that has floated around the internet from time-to-time", the use of this type of language is obscene and abusive, as if I I do not know what I am talking about. . This is a violation of the ***** 15 USC ****d. CCU claims they "loaned" the funds that were used to purchase the motorcycle. If this is true, I would like a request for an accounting pursuant UCC 9-210(a)(2). CCU also claims they are not a debt collector, however I have mail from them attempting to collect a debt, making them a debt collector. Pursuant 15 USC ****a(6), the term "debt collector" means any person who uses any instrumentality of interstate commerce or the mails in any business the principal purpose of which is the collection of any debts, or who regularly collects or attempts to collect, directly or indirectly, debts owed or due or asserted to be owed or due another. The term does not include, any officer or employee of a creditor while, in the name of the creditor, collecting debts for such creditor (the attorney collecting for CCU); any officer or employee of the ************* or any State to the extent that collecting or attempting to collect any debt is in the performance of his official duties (the attorney collecting for CCU); any person while serving or attempting to serve legal process on any other person in connection with the judicial enforcement of any debt (the attorney collecting for CCU);

  
  

  CCU, if the matters I raise are factually and legally devoid of any merit whatsoever as you said in your response, I ask that you rebut anything I have stated with the law as it is intended to be used. Up until this point, your claims have been without proof of fact or lawful support. 
  
  

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

  

  Business response

  05/17/2022

  Hello,

   

  Attached is our response to the complainant's rejection of CCU's original response.

   

  Regards,

  *************************************

  Manager, Member Experience

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had an issue with Consumers Credit Union and account information that was uploaded to my credit report regarding late payments. My account with this creditor was closed in March 2022 and reflected two late payments for ******* and February. I contacted the company regarding this on two different occasions and was informed that they would make the adjustments. When I called back due to the adjustments not being made I spoke with a member of the management team that was very combatative and told me that my payments were reflecting late and it was accurate. I called again to speak with another manager that told me the payments were NOT late and that my credit report would update accurately. As of April my account for this creditor displayed accurately and there was no reason for concern. I checked my email for *** and a change was made to my account reflecting a late payment, also an address was added to my account that was not accurate as well. I disputed the address and am going to call the manager I spoke with the last time I called the company in March to assist with adjusting the late payment. I have reached the end of having to continuously contact this company regarding this issue and believe someone is tampering with my information. I need this matter looked into because it is taking time from my job speaking with them over this closed and paid account.

  

  Business response

  05/11/2022

  Hello,

   

  Attached is our response to complaint #********.

   

  Sincerely, 

  *************************************

  Manager, Member Experience

• Initial Complaint

  04/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My original auto loan was with ************ Unfortunately, during the refinance process, my car was totaled. Consumers Credit Union already sent a payoff check to *********** so I could not stop the process. Geico inspected my vehicle on March 4th and deemed the vehicle a total loss. The adjuster reached out to Consumers Credit Union and received a pay off quote for the existing loan but could not issue a check because the title did not list *** as a lien holder. When I contacted *** on March 4th, their rep said they would be sending the updated title to Geico. Almost a month passed by and nothing was done. I reached out to *** again on March 24 and 28th and the rep said it was ***********'s responsibility to update the title with the correct lien holder. *********** failed to update the car's title with the correct lien holder so the current title indicates that there is no lien holder. I have already made one payment on a car that no longer exists and the next due date is approaching. In the meantime I've lost a whole month in this process due to misinformation on ***'s part and now they are proposing I wait over another month for the title to update as *********** only recently submitted the application to the *** to update the lien holder.It is extremely unfair to ask me to wait over another month for this process to complete. Currently I am without a vehicle and need to purchase a new one. This has been a grave inconvenience as I need a vehicle for work. This process is causing me extreme anxiety and stress. Geico has stated they are ready to cut the check directly to me using the current title. They are requesting the authorization from *** in an email or letter stating that it is ok to send the check directly to me. With ***'s cooperation, I am also prepared to send an email or letter to *** stating that I will payoff the *** auto loan directly with the funds from Geico.

  

  Business response

  04/29/2022

  Hello,

   

  Attached is our response to complaint ID# ********.

   

  Regards,

  *************************************

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  05/02/2022

   
  Complaint: 17064437
  
  I am rejecting this response because:

  
  

  I spoke with several different agents from Geico, who confirmed with me that they will accept the title as is, as long as they receive a message from Consumers Credit Union stating that they have ***'s permission to issue the check directly to me. It is extremely inconvenient for me to go another two months without a vehicle. There are exceptions to every rule. Geico is willing to make an exception to their rule of receiving a perfected title. I would hope that Consumers Credit Union will create a better experience out of this and allow me to move forward and close this loan out by sending the appropriate message to Geico stating that Geico can send the check directly to me. Again, I have already communicated that I will pay off the *** loan and close it out once Geico issues me the check.
  
  Sincerely,
  
  *************************

  

  Business response

  05/13/2022

  To Whom It May *********************** ID: ********
  

  This is Consumer Credit Union's ("CCU") response to the Complainant's rejection of CCU's original response.
  

  On 5/11/22, a CCU *************** representative, the complainant and the insurance company came to the following agreement: The complainant, who is in possession of the original title, will: sign off as seller on the title and mail the title to the insurance company. The insurance company will issue a check payable to the complainant and mail it to CCU. CCU will mail the check to the complainant after the complainant signs (and has notarized) a Letter of Guarantee agreeing to apply the funds from the insurance company to pay in full the loan for the collateral.
  We thank the complainant for his patience as we work to resolve this case.
  

  Regards,
  *************************************
  Manager, Member Experience

• Initial Complaint

  04/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 9th, I deposited two checks to my CCU checking account at a shared branch (United Credit Union). The checks were recorded on my account but not cleared.On April 15th, the checks still hadn't been cleared and I contacted CCU about the situation. First through the chat box on their site and then on the phone with a CCU representative. I was asked to provide a copy of the check and since I didn't have a copy, I was explained that the funds would stay on hold until the credit union would decide to release them. I asked to see CCU's terms and conditions to understand on what basis they are allowed to make this type of decision. I received an email from ************************* with a link to CCU's FAQ section on the website (which is not what I was asking for, the email is attached). In that section, I found the following information:17. When are my funds available in my account?Your initial deposit is available within 5-7 business days. As a new account, all checks deposited into the Credit Union will be held for 5-7 business days. After you have maintained your account for 30 days, check holds will be at the discretion of the Credit Union.On April 16th, I received a letter in the mail from CCU (also attached) indicating: "We reserve the right to impose holds on checks on a case by case basis. We have decided to exercise this right with respect to the check(s) you have deposited." This letter was prepared by ***** G (no last name).I believe CCU:- has not provided a clear explanation as to why the funds are on hold,- does not have clear terms and conditions available to its members so we can understand the exact rules,- has not indicated clearly how and when the funds would be released,- is abusing its position by stating that check holds are at their discretion.Ultimately, I believe that I am being the victim of unfair - possibly illegal business practices - by CCU.I am seeking immediate release of the funds and an adjustment of CCU's policy.

  

  Business response

  04/25/2022

  Hello,

   

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

   

  Regards,

  *************************************

  Manager, Member Expereince

*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. ↩