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Complaint Details
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Initial Complaint
06/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased Centra ************* for 66 months. I paid off my vehicle 48 months early. I called Centra 5/23/2024, 5/30/2024 and 6/6/2024 about my refund. Every time I called they put me on hold longer periods of time. All 3 times I was told someone from the Gap support team will contact me. When I go into a local branch to talk to someone I am told to contact the ************.
Business response
06/13/2024
Thank you for contacting us to assist you with obtaining your refund. This warranty was purchased from the dealership where you purchased your vehicle, so the dealership is who needed to provide the refund to you. Centras *************************** reached out to the auto dealer to confirm they had received the credit unions payment portion of the refund so the refund could be provided. They then contacted you to see if you wanted to pick up the refund check or have it mailed to you, and you indicated that it was okay to mail the check to you. We appreciate you bringing this to our attention and apologize for having to make multiple phone calls to get it taken care of. While Centra isnt the entity that could provide the refund to you directly, were glad we could assist in getting it taken care of.Customer response
06/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
Initial Complaint
06/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
As the cosigner to a car loan, I have been turned into credit report for delinquency of payment. While I don't condone not paying your obligations on time, I should be notified of the delinquency situation prior to information being sent to credit bureau. On three different occasions now credit was affected negatively but was not allowed to prevent the situation from occurring. If I am a part of the loan my information should be readily available to notify me of the situation. Poor customer service.Business response
06/13/2024
This is the second BBB complaint from our member regarding the same situation. The original complaint was made in 2023 and our response was as followsWe reviewed the original loan documentation and supporting documentation to ensure all aspects of the original loan, including ******************' status as a cosigner were correct. Additionally, we reviewed the payment and collection history on the loan, and determined that when the payments had become late, we had successfully reached the primary borrower to discuss payment arrangements and remediating the loan. In cases where we are able to successfully contact the primary borrower, additional contact with a cosigner is not typically sought unless the primary borrower requests it. Our process was explained to our member during the review of the previous complaint.
During this second review of the account, we confirmed that the cosigner was mailed late notices every time after the grace ****** expired on the loan. All co-owners are also sent automated email notifications at certain delinquency stages, unfortunately there is no email on file for the cosigner. Because we have had successful contact with the primary owner on numerous occasions, we did not reach out by phone to the cosigner. We reached out to him by phone on June 10, 2024, due to this complaint and explained that the loan is delinquent from April 2024. He indicated that the primary owner had told him the loan was paid off. He stated that he would tell the primary owner to make a payment. The information being reported to the credit bureau is accurate.Customer response
06/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
Initial Complaint
12/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Continues to contact me daily regarding information they have already received. Threatens to make hard credit inquiries due to lack if insurance after my insurance company already issued them two checks.Business response
01/03/2024
We have reviewed complaint number ******** indicating that the credit union continues to make contact with our member daily regarding information that was already provided, that the credit union is threatening to make hard credit inquiries due to lack of insurance after her insurance company already issued two checks, and requesting we update inaccurate information being reported to the credit bureau.
Our investigation and review of the account history and notes confirm that our member was previously contacted regarding the status of her loan in November. During those communications, our member indicated that her vehicle had recently been deemed a total loss by her insurance company, and that she should have *** insurance to cover any difference. Our records show that we discussed with her over the phone and sent a letter on December 8, 2023, confirming that we did receive payments from her insurance company, but there was still a balance owed, and that she does have *** insurance. Included were instructions that she would need to contact the dealer to file for the *** refund. This communication also indicated that until the *** insurance payment is received by the credit union, the member is still responsible for the balance and any payments due.
On December 19, 2023, a team member of Centra sent an email to our member letting her know that since her automated payments were set up by her online, she would need to cancel them. As well, another Team Member contacted her the following day to see if the previous Team Member was able to direct her to the correct place so she could get the automatic payments stopped. The next communication from our member indicated if she received any more texts, letters, or emails regarding her proof of insurance, she would file harassment charges. At that point, Centra opted our member out of automatic emails. As well, our third-party vendor that sends insurance notifications was notified of the total loss so they would no longer reach out about insurance coverage. Our attempts to contact our member were in good faith to try to assist in getting the insurance payments taken care of,and to point her to the right place to get the *** insurance taken care of and automated payments stopped.
In summary:
Our records indicate that our members collateral is a total loss with a remaining balance after the insurance payments. Our member will need to contact the car dealer where the *** policy was purchased to file for a refund.
Our records also indicate loan payments were initiated by our member via online banking and will need to be cancelled by our member.
Our Credit Solutions and ************************** has opted her out of receiving any notices from the *** insurance company or Centra.
Regarding credit bureau reporting, at this point in time, the credit reporting appears to be correct.
Please provide us with any other questions and/or comments, and we will be happy to respond to you or to our member.Initial Complaint
12/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have sent several certified dispute letter to cease and desist the reporting of inaccurate information being reported to my consumer report pursuant to 15 usc **** b. Also sent letter pursuant to 15 USC ****e (b) for this not being accuracyBusiness response
12/19/2023
We have reviewed complaint number ******** requesting we update inaccurate information being reported to the credit bureau. Our investigation and review of the account history and notes confirm that our member has previously requested that the information being reported to the credit bureau be updated. However, our investigation shows that the information being reported is accurate. Records indicate that our member has disputed that the loan is his, and the credit report shows disputes due to Identity Theft. We have signed loan documents on file showing the loan belongs to our member and have confirmed collateral being at the address on the loan documents. Our Credit Solutions and ************************** have previously sent copies of the signed loan documents and a letter to our member at the time of his dispute informing him of the results of the investigation.
Due to this response potentially being a public document, we dont feel at liberty to share more details than this about our members situation.
Please provide us with any other questions and/or comments, and we will be happy to respond as we are able without compromising our member's information.Initial Complaint
07/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I called and I am not understanding why this bank doesnt support the **** act. As a service member I would expect I am entitled to this act, for accruing the loan I have with this bank and them Maximizing my APR at 6%. I would like my loan adjusted or a clear understanding on why Im not able to be supported in my situation.Business response
07/28/2023
Investigation of this complaint revealed that the original Centra Team Member who was assisting our member with his questions on another subject,misunderstood what he was asking about. A member of our Lending staff has since reached out and spoken to him,has identified that he is eligible for the **** rate reduction, and is following through with him to obtain the necessary paperwork to complete the process. We appreciate him bringing this to our attention so we could assist him further and apologize for the misunderstanding.Customer response
07/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*************************
Initial Complaint
01/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was recently notified that my credit score went down because of a "derogatory ****** After investigation of my credit history and score discovered Centra Union of Columbus IN sent a late fee notification to the credit reporting agency. I was not aware of having any account with Centra or being late. I called for inquiry found that I was a cosigner on a car loan. Further, I asked why if there was an issue, I could not have been contacted before action was taken to damage my credit rating. The employee told me all notification was sent to the other party(primary loan person). I feel this was unfair and inappropriate.Business response
01/24/2023
We reviewed the original loan documentation and supporting documentation to ensure all aspects of the original loan, including ******************' status as a cosigner were correct. Additionally, we reviewed the payment and collection history on the loan, and determined that when the payments had become late, we had successfully reached the primary borrower to discuss payment arrangements and remediating the loan. In cases where we are able to successfully contact the primary borrower, additional contact with a cosigner is not typically sought unless the primary borrower requests it.Customer response
01/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
If I am part of the obligation to the loan then notification should include the cosigner in the conversation. I have a vested interest in an acceptable resolution in the matter. More then likely the issue could be resolved if both parties had been notified. I see it has poor policy on the lender's part leading to potential conflict between the cosigner and primary borrower. Most people understand cosigning loans is bad practice anyway. I don't need any further action in this matter. Thanks to BBB for your assistance.
Regards,
***********************
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