Complaints

This profile includes complaints for CommunityAmerica Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CommunityAmerica Credit Union

  9777 Ridge Dr Corporate Adminstrative Office Lenexa, KS 66219-9746

• 

  CommunityAmerica Credit Union

  10300 E Highway 350 Raytown, MO 64138-1803

• 

  CommunityAmerica Credit Union

  2800 Clay Edwards Dr Kansas City, MO 64116-3220

• 

  CommunityAmerica Credit Union

  7620 State Line Rd Prairie Village, KS 66208-3705

• 

  CommunityAmerica Credit Union

  4545 S Noland Rd Independence, MO 64055-4887

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulent business practices I bought a property that they told me was worth 230,000.00 and now they tell me it’s only really 170.000.00 I would not have bought the property had they been honest and didn’t fraudulently tell me it was worth more than it actually is

  Business Response

  Date: 03/07/2025

  This letter hereby confirms our receipt of Better Business Bureau complaint # ******** forwarding a complaint from *** **** *****, in which he expresses dissatisfaction with the appraised value of a home he purchased in September 2024. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints. 

  Upon completion of our internal investigation, we determined that *** ***** purchased the home with a sale price of $170,000 in September 2024. The home was appraised by an independent third-party appraiser for $230,000. Subsequently, in February 2025, *** ***** requested a Home Equity Line of Credit on said property and is unhappy with credit union policy of using the sales price as the value for the home instead of the full appraised value within the first 12 months following the purchase of the home. This is a common industry practice; the sale price of a property becomes the market value comparable when a property is used as a comparable after the sale. The credit union believes *** ***** thinks we are saying his home is worth $170K, but that is not the case. 
  
  Further investigation found that an offer to order a new appraisal was made, however *** ***** has not responded to that offer. Additionally, our VP of Lending performed an AVM value (online assessment) and attempted to contact *** ***** with a different offer that would be more favorable than the original loan approved, but again, *** ***** has not responded. The original loan officer also sent an email with this information to *** *****, with no response. 
  
  We strongly urge *** ***** to contact the credit union directly if he wishes to move forward with the loan. We reject that any fraudulent business practices have occurred and have completed our review of this matter.

  Business Response

  Date: 03/10/2025

  CommunityAmerica Credit Union confirms receipt of *** *****’s rejection of the credit union’s response on March 7, 2024, to Better Business Bureau complaint # ********. 

  The credit union maintains logs of incoming and outgoing messages. Our records indicate numerous contact attempts from the loan officer and our VP of Lending (*** **** ****) to the phone number and email address we have on file for *** ******, which has been successfully used in previous communications with him. 
  
  Specifically, on 2/26/25, around 9:24 a.m. CT and again around 3:26 p.m. CT, the loan officer left voice messages for *** ****** requesting a call back to follow up on the loan application. On March 3, 2025, around 11:29 a.m. CT, *** ****, left a voice message for *** ****** as well. The loan officer subsequently followed up with an email on March 3, 2025, around 1:56 p.m. CT. 
  
  We stand by our initial rejection that any fraudulent business practices have occurred, we have numerous made efforts to work with *** ***** to resolve this matter but are unable to move forward without his cooperation. We find that *** *****'s rejection lacks merit, and we consider this matter closed. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: One no attempt was made to contact me to resolve this, and I still stand that this is a Fraudulent Business Practice to get me to purchase a property with false information to secure a loan for 170,000.00 from Community America Bank where as I would not have done so if I was not lied to and was told the property was worth more than Community America is claiming, don’t lie to me and tell me something is worth 230,000.00 just so you can coheres me into a 170,000.00 loan which I wouldn’t have taken out had I been told the truth that the house was only worth 170,000.00 to begin with that is fraud. Second you can’t even address me by my proper name and that in itself is insulting I will letting others know about this deceptive business practices by Community America Credit Union going forward. If you really wanted to resolve this then you should have made an effort to contact me. I’m done doing business with Community America Credit Union and I will make sure all my business partners know about this corruption as well! 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a college student who is working to pay my way through college. Community America Allowed a service such as CASHAPP take my money out of my account, The fraud department contacted me as I explained the transaction was not mine. I asked the fraud department to do not approve that pending transaction and low and behold it was approved in minutes after me talking to the fraud department. Community America is my bank, and they are supposed to be securing my money. We are 2 days before Christmas, and I have no Money. Community America Picks and choose when they want to deny transitions. My sister was buying a jacket and it cost $250 and Community America would not approve the transaction, but they let $1600.00 be approved and taken from my account. I'm asking for an investigation be complete as I am not the only person this has happen to. I'm also being told by Community America I will not get my money back as this is a cashapp issue. I'm just asking for my money back as I tried to explain to the Fraud department that the transactions was not mine.

  Business Response

  Date: 01/03/2025

  The credit union’s records indicate a dispute was initiated by our member on 12/22/2023. After the standard 5-day hold process, on 12/27/2024 a provisional credit was processed and posted to the account on 12/30/2024. Letters were sent to the member explaining the dispute process and the ongoing investigation. We apologize for any confusion or frustration with the dispute process and on-going investigation.
  
  A Fiserv representative spoke with the member follow up on the dispute. By the actions set forth in this letter, we consider this is currently an ongoing matter with Fiserv. 

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I enrolled into Community Area Credit Union, I was supposed to be enrolled in overdraft protection with my savings account linked. However, there was an issue and ********* via chat told me that there was nothing he can do. They have easily taking $100+ of my money JUST THIS MONTH in OD fees. This is ABSOLUTELY ridiculous. They should not be charging me when my account have been linked.

  Business Response

  Date: 12/31/2024

  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 were unable to locate any requests from the complainant requesting to link her savings account as overdraft protection for her checking account. As background, this is not an automatic service. Our records indicate that the service has since been linked, as of December 17, 2024.
  
  A manager attempted to contact the complainant to discuss this service, associated fees, and to inform her that the requested four (4) $28 overdraft fees were waived, as a courtesy, but they were unable to reach her and a voice message was left.
  
  We strongly urge the consumer to request a manager if unhappy with a service or response. They stand by to attempt to resolve all matters and to service all our member’s financial needs.
  
  By the actions set forth in this letter, we consider this matter closed. 

• Initial Complaint

  Date:09/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On september 6th 2024 I received a 2 party.Check for my customer of mine for a job that I did for him. It Was too late in the day to make it to his bank.So I regratefully decided To use the mobile app for community America, credit Union and deposit the Check-in the my account using that Platform. I've only deposited checks in that fashion.Two other times in my life so i'm not an expert at it by no means But I do know. That when you're taking pictures of the check that it could be a pain in the butt. Consider yourself very lucky if The images. Are acceptable and accepted the first Time that you take Them. So I was having problems getting it to accept the picture of the back of the check. What one point I had backed out of that page And click on deposit check for a second time In an attempt To just start all over. Somehow or another When I clicked on submit, I seen that the check was there 2 times so when I backed out and then went back in.It.Didn't delete the first attempt which I had no idea. So I called the bank immediately within 1 minute of hitting submit on the checks.I called community america Credit union and informed them that it was an accident that They needed to cancel one of the deposits.I explained how I made The mistake They said OK no big deal.I hang the phone up. After waiting some time for the funds to be available " Longer than it took The one and only other time that i've done it with this bank" I decided to call back again to find out what was taking so Long That's what I was told that the account had been put on hold due to fraudulent activity. It's been 3 days as of right now. I have not gotten the issue resolved. I haven't done anything fraudulent. I was upfront immediately that the check was deposited twice on accident. I keep getting. Tossed back and forth between My bank and The other parties bank. He has been nice enough to go to his bank in person and try to get them to clear and verify the check and that does no good.

  Business Response

  Date: 09/16/2024

  Thank you for your correspondence dated September 14, 2024, received by the credit union on September 16, 2024, related to issues with *** ******** accounts and a mistake with a mobile deposit.

  Upon reviewing *** ******** accounts, we found internal notes supporting *** ******’s account of contacting the credit union immediately after depositing the check twice, however, the date of the deposit was after normal business hours on September 10, 2024. Our contact center is open until 7 p.m., however, so *** ****** was able to reach someone that evening about the mistake. The representative who spoke to *** ****** asked about the origin of the check, to which *** ****** indicated it was from someone he communicated with on the ******** app for whom he did yard work. Our fraud team was not available to review the information until the following day.

  Upon reviewing this information, our fraud team determined that the origin of the check was suspicious, and an extended hold was placed until it cleared to prevent any loss to *** ****** and the credit union. Accepting a personal check from someone they met online is a risky and extended holds are standard practice. To be clear, the holds were not placed due to the double deposit mistake.

  The following morning, our fraud team attempted to contact the issuing financial institution to confirm the validity of the check, however, a response from them was not immediately received. *** ****** contacted the credit union on several occasions within the next 3 business days for an update, however, our fraud team had yet to receive confirmation from the issuing financial institution. After the weekend, on September 16, 2024, confirmation of the validity of the check was received from the issuing financial institution, and all holds removed. The investigation was handled within the 4 business days.

  We sympathize that *** ****** had this experience, but we have a duty to protect the credit union from fraud. We encourage *** ****** to contact the credit union directly if he has any further questions. We believe the actions taken by the credit union were appropriate and by the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:08/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So about 15ish days ago, I got a check from someone and I decided that I wanted to see if it was a real check. I used my online banking with community America, and I agree it wasn’t the smartest thing to do. Im freshly 18, and a college student ( curiosity killed the cat) this account was about two weeks old. The following day after the check was processing, they called me saying my account was on hold. So I waited and waited, and called almost every other day or every couple of days looking for some time of update. About three weeks later they’ve decided to close my account. No reasoning or anything. Even with the detailed description I gave them, it wasn’t anything to harm my account whatsoever. And then the deposit from the check didn’t work, but they ended up charging me a $15 fee (refund fee) which doesn’t make sense to me. I wish I would’ve known this before putting in a $1000 scholarship. It has really inconvenienced me for the past couple of weeks because I can’t use the app while my account is on hold, everything is in person. These reviews are almost making glad my account was closed, but how does one even explain that to their parents. I get that I messed up but it’s almost like no one was listening every time I called, no remorse. These callers act like complete robots. Im mentally tired from dealing with this. I just got off the phone about 10 minutes ago, and they’re telling me there’s nothing they can do. I feel like my time was used and wasted. The fact that it took almost a month for them to give me some type of update, I honestly could’ve had another account by then.

  Business Response

  Date: 09/06/2024

  RE:     Complaint #-********
  
  Thank you for your correspondence dated August 24, 2024, forwarding a complaint from *** ***** ******* in which she describes account issues related to a fraudulent mobile deposit. This correspondence was received by the credit union on August 26, 2024.

  Upon reviewing *** ******** accounts, we found that she deposited a $2,000.00 check into her credit union checking account on 8/02/24 via Mobile Deposit using our online banking application. The check was almost immediately suspected to be fraudulent. Holds were placed on the accounts; debit card and access to online banking were also restricted to prevent further fraud. A credit union representative left a voice message and sent *** ****** an email asking for a call back.

  *** ****** spoke to a representative in our fraud area on 8/03/2024 and openly admitted that the check was given to her by a male individual whom she had just met online. She admitted to depositing the check “not knowing if it was good or not”. She was told that an investigation would take place, and her accounts would remain on hold until the investigation was complete. She was informed this could take up to 30 days.
  *** ****** contacted the credit union several times within the next week and was informed the investigation still was not complete and her accounts, debit card, and online access were still unavailable. On 8/07/2024, a $15.00 returned check fee was applied to *** ******** checking account in accordance with our Fee Schedule.  

  Subsequently, on 8/14/2024, *** ****** deposited a check for $1,000.00 via a credit union Interactive Teller Machine. Based on the previous deposit, and since *** ******** accounts were still on hold, this deposit was held for further investigation. On 8/19/2024, the fraud team determined that *** ******** handling of her account was a risk to the credit union and mailed a letter explaining that all accounts would be closed within 10 days.

  During those 10 days, the $1,000.00 check was deemed valid, and it had cleared the drawing institution. On 9/4/2024, the credit union mailed a check for the remaining funds in the account ($984.54) to *** ******. The accounts have been closed and *** ****** is prohibited from opening any new accounts with the credit union. All actions taken by the credit union were appropriate to avoid further loss. Unfortunately, the desired resolution of a refund for the $15 fee is not possible.

  It’s unfortunate *** ****** didn’t reach out to the credit union prior to depositing the suspicious check. Representatives are available 6 days a week via phone, in our branches, via Interactive Teller Machine representatives, and via chat on our mobile banking application-most days from 7a to 7p. A representative would have informed *** ****** of the risks of depositing a suspicious check. Thankfully the check was intercepted before additional fraud occurred to either *** ****** or the credit union. By the actions set forth in this letter, we consider this matter closed.
  

  Customer Answer

  Date: 09/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: though I do agree it was fraudulent, but why automatically flag the second check because the first one was flagged. And to hold my other accounts. Community America didn’t even ask if I gave out any type of bank account or card info, which I did not. I honestly feel like it was a complete waste of time, and I’m currently banking with a new bank who will actually accept what I have to say. No one even tried to work with me, mind you this account was new, which I probably added to my first reply. And I am still currently waiting on my check from community America, it would’ve been better if I could’ve picked it up in person, my check was deposited for a reason, and it’s very much still needed. It’s very clear to me that community America doesn’t care for the people who banks with them, and moving forward I will tell people not to bank with them. Even people I know say they’ve had problems with community America, and I feel like once they learned that I was a black female, everything I said was irrelevant to them as well. I agree the $2,000.00 check that was deposited was on my behalf, but not even giving me a chance, after specifically asking me what/why it happened is completely absurd. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/12/2024

  Thank you for your correspondence dated September 9, 2024, responding to our initial response to your previous correspondence dated August 26,2024, related to *** ****** and a fraudulent mobile deposit. 

  When *** ****** spoke to a representative in our fraud area on 8/03/2024 she admitted to providing her phone number and her name to the individual and stated that he sent her a picture of the check to deposit. This constitutes participating in the fraudulent transaction. We reiterate that *** ****** was informed on several occasions that an investigation was underway and that her accounts would remain on hold until complete. *** ****** was informed this could take up to 30 days, however, she still chose to deposit the second check during that timeframe. Based on the suspicions with the first check, and the investigation still ongoing, it’s reasonable to have been suspicious of any subsequent check deposit. 
  

  The account closure check was mailed to *** ****** on September 4, 2024, and it cleared September 9, 2024. The investigation was handled within the 30 days initially communicated to *** ******. 

  We sympathize that *** ****** had this experience, but we have a duty to protect the credit union from fraud. We stand by our initial response that actions taken by the credit union were appropriate to avoid further loss. The same actions would be taken for any member engaging in such fraudulent activities.

• Initial Complaint

  Date:07/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/11/24 I called an Account Resolution Specialist & advised I can no longer meet my obligation for my auto loan. She emailed me a form to VOLUNTARILY SURRENDER the vehicle. Paragraph C stated; C. That the undersigned is aware that the collateral described above will be sold in a commercially reasonable manner. In the event that disposition of the collateral brings less money than the payoff balance plus repossession costs, I/We will be responsible for any deficiency. If the collateral sells for more than the payoff balance plus repossession costs, I/We are entitled to the overage. 4/03/ 24 I received a letter by mail stating the intent to sell the vehicle. The disclosure at the bottom stated: The money that we get from the sale (after paying our costs) will reduce the amount you owe. If we get less money than you owe, you will still owe us the difference. If we get more money that you owe, you will get the extra money, unless we must pay it to someone else. The vehicle sold, there was a deficiency. I paid no mind considering the document I had to print & sign in ink & email back on 3/11/24 per paragraph C. My children have accounts under me as they are minors. They received $3350 6/1/24 each. Today I noticed one account was empty and the other had $400+ withdrawn. I spoke with a gentleman at CACU who stated unless I file bankruptcy I won’t get that deviancy money back. However, it technically was NOT my money. This has caused an EXTREME hardship & worsened my 77y/o mothers heath due to the stress. He said the account is current for now so no worries. I had my son transfer what little was left in his account out. It shows the request as pending. The legal process to levy my bank accounts was not followed. I wasn’t sued. They just took the money. It goes against what I signed & they agreed to on 3/11/24 I would like the funds transferred back into the accounts immediately.

  Business Response

  Date: 08/06/2024

  The credit union’s investigation confirmed that Ms. ***** did voluntarily surrender the collateral in April 2024. The signed voluntary surrender form indicated, it was communicated several times, and Ms. ***** acknowledged her responsibility to pay any remaining balance (deficiency) after the sale of the collateral.
  
  The collateral was sold at auction on 5/30/2024. Ms. ***** was sent a deficiency letter on 6/5/2024, which detailed the costs and expenses associated with the repossession, along with the sale price, establishing how the deficiency was calculated. There was no communication from Ms. ***** to discuss this balance, nor did she attempt to make any payments.  
  
  On 07/15/2024, when the loan was 202 days past due, the credit union identified funds in multiple deposit accounts in Ms. ******s ownership and we exercised our statutory and contractual right to offset. To be clear, this is not a garnishment or levy. Funds in any personal or joint account are subject to this right of offset as outlined in the Membership & Account Agreement, and the loan documents associated with this collateral. A total of $ $3,892.33 was transferred to the deficient balance from all accounts. Following these transfers, the remaining balance is $11,956.77. The credit union correctly handled the offset has no plans to reverse it.
  
  A member of management attempted to contact Ms. ***** on two occasions, leaving voice messages both times. Ms. ***** called back once but they were unable to connect. We strongly urge the consumer to contact the credit union directly to further discuss this matter, and to make payment arrangements for the remaining balance. 

• Initial Complaint

  Date:03/10/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.