ComplaintsforCommunityAmerica Credit Union

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My debit card from Community America Credit Union was lost/stolen. It’s been two weeks since the initial complaint and they still have not refunded my money. The unauthorized charges are 1******** ********* ************** ******** **************** ************** *************** ************** ************** **************** I’ve been kind and polite up to today allowing Community America to do their job but clearly no one is doing it. So far they have denied my claim twice and it’s not a claim it’s a fact that my card was lost/stolen, and I would like to have my money back immediately bc this 2-weeks is ridiculous. To continue denying giving me my money back is ridiculous. Community America is doing everything they can to keep from replacing my money. Like they pull new stuff out their ass every time I call in. I’ve been respectful & patient the last two weeks now I’m angry and refuse to continue being kind and patient when Cacu is playing in my face. Please replace my money asap. No one should experience what I have gone through with Community America the last two weeks. I opened this account August, 2015 almost 9-years ago and this is how they treat people. The first account I opened with them was at the North Kansas City Hospital branch prior to this account so it probably has been 10-years and this is the thanks I get. Community America is the worst and they need to credit my money back to my account. My next complaint will be to the CFPB. No one and I mean no one should have to go through this they treating me like a criminal when my stuff was lost/stolen.

  Customer response

  03/25/2024

  I heard from them and they refunded my money. I’m sure they haven’t responded to BBB yet, because they know they were wrong in the first place and now they have to try to get their lie together. This dispute can be closed because my money was refunded and I am in the process of closing out all my accounts with Community America and doing business elsewhere. Thank you for your help. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hadn’t been able to deposit my work check until the next day, I had two subscriptions come out the same day drawing my account negative. They charged me 50$ in OD fees for this and refused to refund me when I explained my situation. I was only negative 7$

  Business response

  08/30/2023

  The credit union’s investigation found that the claims made differ from the facts. We did find that the member did not have sufficient funds in her account on August 15, 2023, to cover the two subscription charges, thus causing two $28.00 fees. The consumer contacted the credit union about the fees on August 16, 2023, and the fees were refunded for a total of $56.00.
  
  Subsequently, the consumer received more fees as a result of more charges and insufficient funds. A deposit was not made until August 18, 2023. A member of management attempted to contact the consumer to discuss our findings but was unsuccessful in reaching her. We further found that the consumer closed the account after filing this complaint and opened a new account. It is the credit union’s belief that no further action is required but we encourage the consumer to contact us directly if she has any additional questions.
  
  
  By the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to deposit 4 checks in their automated teller machine. The system shut down after accepting my checks. It took 30 minutes just to get my debit card back that was stuck in the machine but they refused to honor the checks that I placed in the machine. I deposited the checks on Thursday as I needed the money by Friday. But according to them since they have no access to the machine that I would have to wait until Monday to receive the funds. They refused to give me an interest free loan to cover the checks that their machine malfunctioned.

  Business response

  06/23/2023

  As background, the credit union utilizes ****** to service all our ATMs. Each ATM is scheduled to be serviced twice per week, with the days varying based on ******** schedule.
  
  Upon completion of our internal investigation, we found that the facts differ from the claims being made. The credit union reviewed footage and found that the complainant’s debit card was returned to him within 10 minutes and not the 30 minutes stated in the claim. 3 employees were working with the member to get the ATM running again and to retrieve the debit card.
  
  The checks could not be retrieved until Monday due to the schedule in place with ******, this was communicated to the complainant, and he indicated it was not an issue because he did not need the funds immediately. The complainant left with no signs of frustration or concerns. We do have an exception plan to offer a provisional credit when funds are needed immediately, but that was not offered, because the complainant stated he did not need the funds immediately.
  
  We understand the frustration due to the ATM shutting down during the deposit, however, staff notified the complainant of the procedure we follow when this occurs, as soon as the member left the branch, we notified ****** of the situation.
  
  A representative from the credit union unsuccessfully attempted to contact the complainant 3 times to discuss our findings.  A message was left with the complainant’s wife asking him to call the manager.  By the actions set forth in this letter, we consider this matter closed.

  Customer response

  06/23/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because too many false statements within the response.  My wife told the individual to email me.  The only record of phone call was the one that my wife answered the phone.  One call not 3 nor was there an email.
  
  ******** ***** ****

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There's really not anything BBB can do, but I'm going to make it known with the BBB about their customer service, more specifically their call center. Currently I'm on phone call number 6 (just today...) to get transferred to a department who can file a dispute for me. Now, the bank differentiates between what vehicle you utilized to make the payment... which is already a problem... So, there's a specific department that specializes in filing disputes on debit card transactions. I currently have 11 disputes over $500 I need to file, and... wait for it... call number 7 now! This isn't the first time I've disputed a charge, and then never heard anything about it. Couple of other times i've called in, I had to go through the EXACT SAME THING. It's like clockwork - don't want to do your job in the call center? Just transfer it anywhere! Instead the initial phone tree routes you to these individuals who CANNOT help me, then they can't transfer me to the right spot. One person had their headset down on the desk for over 2, 3 minutes while I'm just pushing buttons on the phone, hoping someone hears. Then, they asked if I was there, I said yes, then they hung up. The point is, this bank is absolutely abhorrent. They do not care about your money, who you are, or anything of the kind. I just want to get my money back for products I cannot use. I'm still on the phone too. I know I'll tire out here shortly b/c it's been over an hour trying to get someone on the phone to file this dispute. I'll just go through the courts instead to get my money back.

  Business response

  06/09/2023

  As background, the credit union utilizes ****** to investigate and resolve all debit and credit card disputes. They do not have access to other account information, and would need to transfer members back to our internal contact center if they have account questions not directly related to the dispute.
  
  Upon completion of our internal investigation regarding the disputes filed, we found that the facts of the situation differ from the claims being made. Our records show that the complainant disputed 9 transactions in May 2023:  totaling $261.75. These were found to be non-fraud, which means they were authorized but the product or service was not as expected, and the complainant is required to dispute those directly with the merchant and follow their cancellation policy. This was explained to the complainant in April 2023, when he filed a similar complaint with the NCUA for other transactions
  
  To address the concerns about wait times, our records indicate that on 05/26 the member called our contact center three times and was successfully transferred to ******, but also found notes indicating the member is prematurely disconnecting calls. It’s unclear if this is by accident or frustration, but in doing so, he will be again routed to ******.. The complainant spoke to a member of management that day and a warm transfer to ****** was completed to ensure he was not disconnected while being transferred. We are actively working on ways to shorten wait times for our internal contact center, but have little control over the wait times at ******. The complainant’s concerns about their staff and wait times will, however, be communicated to ******. We apologize for the frustration the complainant is experiencing with this.
  A member of management attempted to contact the complainant to discuss these findings, but the complainant indicated he didn’t have time to talk, when asked when a better time would be, he disconnected the call.
  
  We strongly urge the consumer to contact the merchant and review the merchant’s refund/cancellation policy, and work directly with them to recover funds. By the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They will not give my fathers trust his I.R.A.s . I have been told weekly since January 28th that they will call. Went to branch March 17th , said I was not leaving till I received the money. They called the department that handles I.R.A s . Got on the phone with **** said she was putting forms in the mail today. After 1 week no forms in the mail. On March 24th received phone call from **** was not home , she left message that i can call her left her number. After trying for a day and a half no answer and no voice mail . After trying weekly in February to have people from the branch try to call her believe she only uses phone to call out. I've never had a credit union lie to me like they have.

  Business response

  04/11/2023

  Upon completion of our internal investigation, we found that the initial documentation needed was sent out by our IRA Department, but additional documents were required and subsequently mailed to the complainant. Once all documentation was returned to the credit union, on or around 4/5/2023, the IRAs were closed, and a check issued to the beneficiary listed.
  
  The credit union would like to express their condolences and apologize for any additional stress caused by this process. By the actions set forth in this letter, we consider this matter closed. 

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got notified on February 11th 2023 by text then by email. Within minutes I saw both. Called the fraud department regarding charges on my account. They said they put in a dispute of all charges. All within minutes apart. All to the same person. I had to wait 10 business. I call back get a different story. All while I am out money. I then wait another week. Call back. Different story. They then credit my account. I think it’s resolved. A week later the charges get taken back and put me negative. I not only spend hours on the phone with different departments but then tell me to go to a branch so I do. NOT one person can help me. They tell me over the phone I’m just out my money. I’m screwed.

  Business response

  03/16/2023

  The credit union’s records indicate staff correctly accepted the dispute, processed a provisional credit, and further investigated the claim. Upon further investigation we found that the transaction was initiated by the member, or by someone having access to the member’s **** ***. The claim was denied as a merchant dispute with **** *** and referred the member to the merchant. The provisional credit was subsequently reversed. We apologize for any confusion or frustration with the dispute process. As a courtesy, the credit union refunded fees associated with this dispute, the member was informed and chose to close her accounts.  
  We strongly urge the consumer to contact **** *** directly to attempt to resolve this matter. By the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please mail my credit $175.95 for my refund of $175.95 into my account #**** at CACU to my address: ***** ****** ***** ********* **** ** **** ******** ** *****. Message from ***************** #************* ************** *** ****** **** ************ ********* *** **** ****** **** ********************* **** *********************** *********************** *********************** *********************** I had a problem with a charge of 175.29 from last summer and have made several phone calls where your CACU employee tells me to call the company and the company to CACU and I was helped to resolve this issue. I also put a block on a monthly payment to ****** and it continued coming through and your company did not stop the payment or reimburse me 9.99 from last June 2021 Until this month. Please fix this problem as soon as possible. The checking account was ************ Routing #********* Please take care of these reimbursements as soon as possible. Your customer service team has been unable to help me. Thank you for your time and help resolving this matter. -- ***** ********/ *** ***** ****** *** ******** *** ***** ***** **** *** *** ** *****  New address: 1**** ********* ****** ***** **** ******** ** *****

  Business response

  03/17/2023

  After the credit union’s investigation found the refund from *** for $175.95 was not received by the member due to the merchant trying refund the members debit card, but the debit card had since been closed, causing the refund to not be completed. We apologize for the inconvenience and have manually posted the credit to the member’s account. The refund for the purchase of $9.99 from ****** has also been posted back in the member’s account.  A representative from the credit union contacted the consumer directly to discuss our findings.
  
  By the actions set forth in this letter, we consider this matter resolved to the satisfaction of all parties involved.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We reported fraud on our account and they are taking a ridiculous amount of time to refund us and it is causing us to not be able to pay our rent due to all the fees they are charging in addition to the fraud

  Business response

  02/08/2023

  After the credit union’s investigation, we found the transaction disputed for $35.02 SAMS CLUB ****** was a chip-on-chip transaction. This means the card was physically present for the transaction, thus causing the dispute to be declined. This transaction did not produce any fees, however, we did refund three fees that were caused by other transactions as a courtesy. The preauthorization on the card was for $100.00, which would indicate this was a gas purchase. 
  
  By the actions set forth in this letter, we consider this matter.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had two fraudulent checks written out of my business checking account for $9,000 each obviously by the same person based on the handwriting, both on the same date 11/29/2022. One didn't even have my name on the check, just my account number, someone else's name was on the check header. The checks had a message at the top that none of my checks have on them, so they were clearly fake checks. CACU let these checks come out of my account, I noticed it while looking through my online banking when I noticed $18,000 missing from my account. I filed a claim with the bank, filled out affidavits with the bank, filed a police report and they told me I should have a provisional credit in my account within 2-5 business days. I called back after the 2-5 days since I didn't get credit and they told me since it was a business account it would have to wait until after the 90 day investigation period before I would get my money back. This is ridiculous and unacceptable. I tried to email three different times on 12/14/22, 12/27/22, and 1/3/23 with no response from **** ******* who told me he would be my liaison during this matter. With no response, I called the customer service number and was given the run around and told that there was no one who I could talk to besides her, there were no updates, and I would just have to wait the 90 days to get my money back. I don't have an extra $18,000 to let this institution hold onto for 90 days, not sure many people do. The lack of customer service or help on this is frustrating. No updates, no information, no reasoning. This multi-million $ institution can hold onto my money because of their negligence in letting these checks get cashed, then expecting me to wait for my money to be reimbursed. There is no follow up from the fraud department and no one else I can speak to regarding this matter. I was told there is nothing else that can be done and I will just have to wait the 90 days. Gross negligence = me waiting for my money

  Business response

  01/24/2023

  To Whom It May Concern:
  
  This letter hereby confirms our receipt of Better Business Bureau complaint #********. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints.
  Our Business Membership Agreement clearly indicates that provisional credit is not provided on business accounts. Instead, the consumer files a fraud affidavit, and our Fraud Dept files the proper claims against the depositing financial institution. That institution has 90 days to dispute the claim or return the funds to the credit union. If they do not dispute the claim, funds are returned to the consumer permanently.
  Upon completion of our internal investigation, we found that this information has been communicated to the consumer- we must wait the full 90 days. The 90-day dispute window closes on March 13, 2023. We understand the frustration and we are doing what we can to recover funds.
  Regarding the check issue, standard practice for all financial institutions is to run checks through a check processing machine that reads the routing and transit information on the check.  Because of this, the visual differences in the checks were not detected. By the actions set forth in this letter, we consider this matter closed.

  Customer response

  01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********  I am rejecting this response because: I searched the membership agreement on your website and none of them say anything about holding my funds for 90 days while you do an investigation.  Please provide a link or documentation that I signed stating it is ok to hold my money until you determine the resolution on the fraudulent checks or the 90 days has expired.  This also doesn't answer why I have been ignored three times via email by one of your employees who said they would be the one helping me on this matter.  I haven't been called or told anything in regards to this unless I call and even then I am just told I have to wait my 90 days while your institution uses my $18,000 and I can't use it to accrue interest or to help support my small business.  Not too many people have $18,000 in extra money just laying around so a financial institution can complete a fraud "investigation" where one of the checks doesn't even have my information on the check!  Not sure what kind of investigator it takes to determine I didn't write these checks and they are clearly fraudulent.  Again, I didn't see anything in your membership agreements online, I would like to see where I signed saying this is ok and your policy.  It would help tremendously in keeping your "members" happy or at least content during a situation like this if the "member" received a quick phone call or email every couple of weeks during the investigation.  At this point I just feel like nothing is being done and you're waiting your arbitrary 90 day waiting time.  
  Regards,
  ****** ********

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The issue im having is with there online website and app . It more of technical problem that they have no resolved that has caused a lot complications. For while my account keep getting blocked or i cant have access to my account because of the verification system not sending me there code and there authencation method stating incorrect error when i plug in the numbers correctly . After some attempt you will get blocked and can't recover your account by number either. This issue didn't exist when we first made account with CACU . I called and complained but they act like its not a issue they can fix and told to call ******* which i did and they told me that everything is fine its there issue . Every time im gona connect my account to another service i get locked on the verification do it not working. They should fix this because after working hour there customer service people don't have access to help meaning that if can't contact them early in the day your have no access to your account at night .

  Business response

  01/04/2023

  To Whom It May Concern:
  This letter hereby confirms our receipt of Better Business Bureau complaint # ********* As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints.
  Upon completion of our internal investigation, we have found that there is no error in members having access to their online banking. We have been able to pull reports showing that the member has only has two unsuccessful login attempts, but after that the member has been able to login successfully even after the date of the complaint submitted. We have security features in our online banking system to prevent fraud, therefore making sure the member is protected. If at any moment the member is having difficulty accessing the online banking and getting though the security features, we are always able to assist through phone or in branch.
  A representative of the credit union attempted to contact the consumer directly to discuss this further but was unsuccessful in reaching him.
  We strongly urge the consumer to contact the credit union directly to further discuss. By the actions set forth in this letter, we consider this matter closed.

*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. ↩