ComplaintsforConsumers Credit Union

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased one vehicle from Enterprise and was financed for one vehicle. I first considered one other vehicle before selecting the one I have now. Enterprise voided the check. Consumers Credit Union put both vehicles on my credit report. I dont even know how I qualified for both vehicles due to debt income ratio. Which tells me that this credit union will finance anyone. Now I am having the hardest time getting this credit Union to remove that vehicle that I did not purchase. I am in the middle of purchasing a ********** it is showing my debt income ratio is over the amount and the lender will not accept a letter. I do not feel this is fair because it is their mistake that need to be fixed as soon as possible. I asked if this can be removed from my credit report i was told no. It will only show closed. It should not show anything because its not supposed to be on there. I do not know what to do.

  

  Business response

  04/13/2022

  Hello,

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

   

  Regards,

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

  Manager, MX

  Consumers Credit Union

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My property is a ****** *** property and I completed trial payments as agreed from 01 October 2021 01 December 2021. On approximately December 7, 2021 I had not received my documents to finalize ************. Again, the representative said continue making payments which I did. Another week passed still no documents. I called back and was passed from person to person. From approximately December 07, 2021 to February ***************************************************************** February 2022 received notice from Consumers that my mortgage payment was short and I had been charged a late fee for none payment of full amount. I was informed twice that I would receive a call back, charges were later reversed but no explanation to why. I informed them about my missing documents and was told to continue making payments which I did and I would be ok. While I was on the phone attempting to figure out the situation, I informed the agent I wanted to pay my March 01, 2022 payment. To my dismay, she informed me the amount for my March 01, 2022 payment was the same amount I had paid in February 2022. (Yes, the same amount I was supposedly short by more than $200.) After further questioning she passed me on and another agent. I said that amount is wrong, but made the payment and to please have a representative call me. Approximately three days later discovered my March mortgage payment was not posted on my account. I also have other charges on my statement and I have no idea what they are and cannot get a supervisor. I called Consumers and they said, since I did not send in my documents for mortgage modification (yes, the same documents I had repeatedly requested over months) and was told I was okay as long as I kept making my mortgage payments). Consumers wanted the all the deferred payments at once and WOULD NOT ACCEPT any other payments and would not reprocess my ****** *************

  

  Business response

  03/29/2022

  Hello,

   

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

   

  Regards,

   

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

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  04/22/2022

   
  Complaint: 16909037
  
  I am rejecting this response because:

  See Attached
  
  Sincerely,
  
  ***************************

  

  Business response

  05/02/2022

  Hello,

   

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

   

  Regards,

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

  Manager, MX

  Consumers Credit Union

  Customer response

  05/03/2022

   
  Complaint: 16909037
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  
  

  
  

   

   

   
  Complaint: 16909037
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

   

   

  This is part of Consumers Response

   

  1. According to our records we responded and advised of accurate posting of payments made on February 7, 2022 and February 22, 2022. A payment history showing how payments received were applied was sent to the borrower for their review.

   

  MY RESPONSE:  In February 2022,I paid for my upcoming 01 March 2022 loan payment.  This payment was processed and accepted by a Consumers representative.  Before March 01,2022 I discovered that my payment had not posted and I called Consumers to discover that the bank had prevented the posting of the payment and wanted the full amount of money that was deferred.  Consumers did send out my payment history, ONLY after I requested it.  Consumers did not initiate the request, I did.   If I had not looked at my 01 March 2022 loan payment I would have no Idea that my payment was not applied to my 01 March 2022 loan payment.  

   

   

   

  This is part of Consumers Response

   

   

  2. With regard to the accuracy of their credit reporting the credit agencies, a review of the reporting has been determined to be accurate. The credit was suppressed from the dates of August 2020 through March 2022. As a servicer, we are bound by contract with investors to report to the credit repositories. The Fair Credit Reporting Act (FCRA) requires that if we report, it must be accurate. We have determined that all collection efforts related to the loan were handled in accordance with the Fair Debt Collections Practices Act (FDCPA).

    

  MY RESPONSE: Consumers stated that a loan modification denial letter was sent to me in February 2022 because I did not sign the loan modification.  As stated in my original complaint, I informed Consumers on several occasions to include all of January through February that I had not received their loan modification package.  Consumers never did reply with another loan modification package until March 2022. Consumers had over 40 days to respond to my attempt to get another loan modification package sent to me but never sent out another application until March 2022.  No action on Consumers part from January upon until the Beginning of March 2022. Consumers then reported to the Credit Bureaus dropping my score by over 100 points.  

  Consumers did not send out another loan modification application/package in a timely manner preventing me from having an equal opportunity to complete it and then reported the results to the credit bureaus. 

   

   

   

  
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0

  

  Business response

  03/25/2022

  Hello,

   

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

   

  Sincerely,

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

  Manager, Member Experience

  Consumers Credit Union

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consumer Credit Union has access my personal imformation without my concent and procceeded to report a late payment reporting for March 22, which is 100% incorrect because today is March 7th and all payments have been paid on time which the associated credit account. Consumers Credit Union also have committed adverse action by decreasing the account's credit limit by $4,600 which is discrimination and they have also furnished a deceptive form using false information demonizing my character without my consent causing frequent headaches and limiting me from providing for my family.

  

  Business response

  03/18/2022

  To Whom It May *********************** is our response to complaint ID # ******** submitted on March 7, 2022.

   

  Regards,

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

  Manager, Member Experience

  Consumers Credit Union

   

   

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/17/22 Just was hung up on by a rude, deceptive & condescending customer service rep.I have delt with this manipulative person before & have to walk on ************** every-time because of her deceptive ways.I was trying to get help with my account because uncharacteristic charges.This person Refused to transfer me to upper management *********** again..- After Siting refusal to transfer me to a Manager because - ( OVER & OVER & OVER AGAIN & again ) needling me about a letter that was threatening to close my account - purposely needling me - When she knew Nothing about the the letter or situation.My ******** have been customers of this Bank for Over 30 Years & Dont deserve Any of the Beyond Terrible ways we have been testedEver since we have been put on the ****** status at the Bank - We have noticed a huge change to how we are treated.I try to explain to the reps - that we are Not ******s per say - just people who care about paying their bills - So they dont think we are arrogant - just because of how other reps have treated us when they look in the account & see the ****** Designation.We shouldnt have to walk on ************** to get non judgmental assistance - BUT OFTEN DO

  

  Business response

  03/02/2022

  Hello,

  Our response to our member, Vall *********, is attached.

   

  Regards,

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

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  03/03/2022

   
  Complaint: 16781021
  
  I am rejecting this response because:
  
  Sincerely,
  
  Vall *********

• Initial Complaint

  12/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Consumers Credit Union didn't raise any flags about a large sum transferred into their account but now says I can't transfer that money back out due to "security" reasons which is pretty suspicious as ive had to go through security checks to link my external account, and leads me to think they want to keep the money in the account as long as possible.

  

  Business response

  12/31/2021

  Hello,

   

  Our response to Jiyong's complaint is attached.

   

  Regards,

   

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

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  01/05/2022

  In addition to the existing issue regarding transfer limit there is now a discrepancy in the interest rate in the savings account. The conditions of $500 direct deposit in the checking account and $1000 deposit into savings have been met and yet the rate is .2 instead of 1.5 it is advertised for.

  

  Business response

  01/19/2022

  Hello,

   

  Our response to Jiyong's follow up message is attached.

   

  Regards,

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

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  01/27/2022

  
  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

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had called to get a one-time lift on my debit card maximum to pay on a mortgage. Not only did I get passed around through 8 individuals of varying levels of incompetence and waste nearly 2 hours of my life in revolving hold queues, but it turns out the initial idiot that I spoke with had either no knowledge of her job or merely wanted to pass me off to another department as quickly as possible. After finally getting back with a member services representative, I still could not get the lift on my card to free up MY MONEY and was told I would need to wait for a return phone call from a different department for review on a "case by case basis". I was told I would hear from them that afternoon, but no phone call at all from the organization.I believe it is illegal for a banking institution to restrict your money in this manner. Had it been needed for an emergency situation this company would be getting sued.As it stands, I will be finding a more reliable banking institution for my primary banking needs. I encourage every other member to do the same. I have read and heard nothing but obnoxious reports from friends, family, and colleagues who have had similar experiences with this company. Quite frankly, this organization should not be allowed to remain in business. I would not have had any part of them to begin with other than the fact they purchased Andigo CU and "inherited" many of us.

  

  Business response

  12/22/2021

  Hello,

   

  Our response to member ***************** is attached.

   

  Regards,

  Giancarlo

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  12/31/2021

   
  Complaint: 16363453
  
  I am rejecting this response because:

  
  

  The limit was not changed on December 14th as stated, as I attempted to process the card throughout the week with no success. Clearly someone is lying to you. I can verify this via transaction requests with **************** Vacations if necessary.

  
  

  This is not an apology from your president, therefore I can assume this situation never made it to his desk.
  
  Sincerely,
  
  *****************

  

  Business response

  01/19/2022

  Hello,

   

  Attached is our response to ********************* follow up message.

   

  Regards,

   

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

  Manager, Member Experience

  Consumers Credit Union

  Customer response

  01/19/2022

   
  Complaint: 16363453
  
  I am rejecting this response because:

  
  There is still no proof this incident made it past the president of the credit union's desk.

  
  

  I am still waiting for an apology from him.
  

  
  

  
  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. ↩