ComplaintsforNorthPark Community Credit Union

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two loans with NorthPark Credit union. One was a personal loan and the other was a vehicle loan. I made monthly installments through the bill pay service provided by my bank. NorthPark does not accept electronic payments from my bank , so the monthly payment was converted to a check and mailed monthly. Over the course of the loan, I was never notified the any late fees or additional interest was being charged due to late delivery due to US Mail. When both loans matured at nearly the same time, I called for final pay off amount. It was only then I was told there were extra fees and late charges due on the loans beyond the final monthly payment. These extra charges were never explained to me and they seemed to have difficulty providing any proof to back up the additional charges. However, they wouldnt negotiate any reduction on these fees. As a customer , I was expected to just accept these fees and pay them. The total extra fees on both loans was $625. No one at the bank could provide documentation on how these fees were calculated and when. After weeks of them not returning my calls and when actually speaking with then, their demeanor was unacceptable and never satisfactorily resolved anything. Usually the calls ended with confusion on their part and a promise to research further and call me back. The return calls never happened. After weeks of this back and forth with no resolution, I just angrily paid the money over the phone. Money for most of us today is hard to come by and stretched beyond thin! For any company to dishonestly extract money from customers is inexcusable! That money would be paying an electric bill, gas, and groceries instead of making them richer. They held their ground and got their money without proving their case. Shame on a community credit union for your dishonestly and uncaring attitudes.

  Business response

  06/29/2023

  Response: In reviewing the situation, we apologize for any issues ******************** feels were not addressed but there are material inaccuracies within this complaint. While we might not have called ******************** to inform him of his current/delinquent status, but we notify all members when their loans are late via notices sent through the mail. We do accept electronic payments and when other FIs do not have this capability we accept these payments via mail. If there were issues with electronic payments, it would be on the originating FI's side not on NorthPark's. The fees were explained to him during several different calls in which is was made clear the reason and amount of these was due to the nature of them not being received in time. I personally had multiple conversations with him regarding the late notices and he admitted during one such call he had put a stop on the payment (which was ultimately returned as a stop pay) which caused one of these fees. All fees that occurred on his loans were refunded before the final payments were made (during a phone conversation with me) regardless of the underlying reason behind the fee. I again apologize for his frustration and felt we had come to an amicable solution at the end of our conversations. In the end, NorthPark tries (and in this case did try) to resolve this issue but two sides do not always see things the same way. 

  Customer response

  06/30/2023

  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. 
  
  [Provide details of why you are not satisfied with this resolution.]
  NorthPark charged me over one thousand dollars in additional funds they say I owed. To this day, they have not provided proof that these funds were owed and why I paid them reluctantly simply because I was tired of dealing with their inability to return calls and clearly communicate with me. Just because they tell me I owe extra money doesnt make it so. The bookkeeping is clearly flawed but flawed purposely to successfully charge extra funds to satisfy loans. Even when I requested to have them close my savings account and send me a check, they tried to send $22 less than what was in the account. I will never do business with them again and Ill share with everyone I know how dishonest they are. 
  Regards,
  
  *******************************
  

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vehicle refinanced with NPCC Feb 2022. I was able to receive a better rate June 2022 with *********** Auto. Payment for the payoff has been sent and received by NPCC on 06-21-2022. NPCC is stating that it is/was not enough. On 06-23-2022 NPCC repossessed my truck. They are wanting me to cut all of my fianncial ties with them. I have a checking savings, and credit card. My checking account is currently overdrawn which I understand I need it to be in the positive however that is no reason to take my vehicle. Checking/savings is not related to a auto loan. *********** reached out to NPCC and was advised that the payoff increased by $8k because they want my credit card to be paid off as well in which *********** is not able to include the credit card. I never signed anything saying that if my other financial accounts go negative then I loose the rights to my vehicle.

  Business response

  07/09/2022

  There are other details regarding this situation that I am unable to disclose. While I understand the member has submitted a dispute, she knows the reason this situation has evolved to where it is now.

  Customer response

  07/12/2022

  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. 
  
  A person's vehicle is not repossessed due to a negative bank account. I have called and left several messages for you to call back and advise how we can get this situation handled without a response.  All you had to do is pick up the phone  to discuss and it wouldn't have had to come to this.

  Is it the negative balance that you are looking for to be taken care of? Fine I can take care of that but please return my vehicle.  No vehicle no work. 
  
  Regards,
  
  *************************

  
  

  Business response

  07/18/2022

  This member knows there is more to the story than just a negative checking account and the reasoning behind the vehicle being picked up. 

  Customer response

  07/18/2022

  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. 
  
  [No we are not okay to close this. The issue has not been resolved.

  The credit union still has possession of my vehicle.Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************

  
  

  Business response

  07/19/2022

  After reviewing the member's accounts and history related to them, the credit union decided to proceed as necessary. While the member does not agree to the response, there have been many conversations held directly with the member regarding the full scope of things regarding this situation so she knows why this has occurred. At this time there is nothing else the credit union can provide to resolve this issue. 

   

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company placed forced place insurance on my vehicle raising my car payment almost 200 dollars. I carry my own insurance and always have. I have reached out to the company/***** for over 2 months and they refused to fix the account. They are demanding payments but every time I asked for payment amount to be fixed they tell me they can'************** has refused to call back or come to the phone in the last 2 months as well. The company has fraudulently added interest fees. Late charges and to my balance. They have negatively reported on my credit that I am late on my payments without being willing to help.

  Business response

  06/02/2022

  In reviewing the details of the complaint and the account, there are many missing or incorrect details. We have worked with this member to address her concerns and I can see notes where we have tried to help the member during difficult stretches of time. While it is true we do require insurance for vehicles and do have a program in place to provide force placed insurance, we also work with members to rectify these issues. Any charges, fees, and credit reporting are consistent with the status of this loan and we are more than willing to continue to try to work things out with this member. I am more than happy to discuss any details the member would like to as we want a positive resolution. 

*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. ↩