ComplaintsforCommunityAmerica Credit Union

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took out a loan in 2019 i believe throuh Community America Credit Union for a Jeep Wrangler. I have had insurance on it ever since. I switched insurance providers back in April and the new provider sent in my proof of insurance to them. They did not apply it. According to my agent it had something to do with the spelling of the first name, however hte vin number matched spot on showing it was insured. Whoever took my insurance information when my agent provided it is not qualified to be working at a bank. The last name matched as did the vin number, instead they charged me for an insurance policy. The community america customer service rep told me today they don't have phones or any means of communication other than charging us for insurance to get our attention. So now i am worried about the safety of my account. Phones, email, and US Mail is still essential to run a business. They only sent me notification in the mail after they set me up with their junk insurance. I want all my vehicle loans to be fully investigated to esnure they didn't traick me like this in hte past, I also want the full amount of insurance they added to my account of 2,703.00 and to remove any and all interest it accumulated due to their error. I am appalled that customer service has cut off all communication with their customers by illiminating US Mail, phones, and email to their customers. This is unheard of. I never got a single warning that they were going to do this. They never called to ask if i had insurance, nothing. I have had insurance my entire life as a car owner, if suddenly i do not, in their eyes, they should have picked up the phone and called. To dip their dirty hands into my account is appalling. I work hard for my money, they should to and they should have tried resolving this through the internet chat today too after proof of insurance was AGAIN provided. Yet they still have not removed the insurance fees of 2,703. I want interest for them borrowing this money from me.

  Business response

  09/02/2022

  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 determined that all proper notices were sent to Ms. ***********, however, due to a clerical error, the updated proof of insurance submitted by her insurance agent was missed. This subsequently caused an insurance charge to be applied to Ms. ***********’s loan balance. Adequate proof of insurance has since been obtained, and a full refund applied. The refund took 7 to 10 business days to process. This was explained to Ms. ***********, but we understand she was frustrated by this timeframe. 
  
  We strongly urge Ms. *********** to contact the credit union directly to attempt to resolve any future concerns, insurance representatives are available by phone or email to assist. By the actions set forth in this letter, we consider this matter resolved. 
  
  

  Customer response

  09/02/2022

  [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:

  First of all, they did not need to send me notification that i needed insurance, as she admitted to what I was told on the phone that it was their clerical error that it was missed. So no need to send me anything in the mail to alert me that i need to have my vehicle insured. Second, I never got anything in the mail. Finally, I still expect a full sincere apology without them pointing any of this situation at me, as they already admitted more than once it was their error. I don't care at all to hear about how they sent me notification because the proof was there with the insurance agent that they were provided with proof back in April when the policy was signed in full. I did not ask them to give a hing of an apology, but a full aplogy, instead they hinted at it and pointed half a finger at me. There was no need to send me anything telling me I needed insurance, as they had it when i signed the policy, the whole reason I did not get anything in the mail notifying me. They dipped into my funds at their own free will, clerical error or not. I have been a loyal customer for going on at least 20+ years. An apology is warranted. 

  
  Regards,
  
  ****** ***********

  Customer response

  09/14/2022

  Community America did it again. This is the third time within a month they violated my account. The first time they gave the person i wrote a check to a complete balance information on my account. The second time they added an insurance policy to my loan, when insurace was proviced six months prior. Now they have a new loan on my acccount for someone else. I will not be paying this loan, nor will they dip into my account to pay for it once it becomes late. This is unheard of for a bank to screw up so many times. I have used this bank for over 20 years now, and now they hired third graders to handle my bank business? The last complaint i filed i even requested a sincere apology and all they did was fix the problem then pointed blame elsewhere after admitting it was their fault, but no apology. I never took this loan out titled '100% HE LOAN. ***## the two pound signs are to protect the account holders account. The loan is in the amount of $11,158.97 and looks like they make a regular payment of $500, with the exception of the next month of it does not get corrected. I have been on hold for 30 min, then someone gets on the phone to help and decides she wants to pass it on, now i have been on the phone for an hour and 15 min waiting for someone. Even had time to write this complaint.

  I want this loan removed from my account immediately. I never took this loan out. ; I want a complete audit on my account, i lost trust with them now and worry that they took money before without my knowledge. ; I want a full sincere apology, three offenses within a months time is a bit ridiculous. I do not want them making excuses thinking that is the apology

  Business response

  09/21/2022

  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. 
  
  As background, the credit union performed a system upgrade Labor Day weekend. The upgrade migrated the viewing of accounts via online baking to include all accounts a consumer is associated with - providing a better overview of the full relationship. Before the upgrade, online banking was set to only view one account number per profile, which limited views for those with multiple account numbers. The credit union sent ample notifications to members about this upgrade but experienced higher than member contacts in the days following the conversion. 
  
  Consequently, Ms. *********** was able to see a home equity loan that was not previously viewable on her online banking profile. A manager of the credit union contacted Ms. *********** on September 7, 2022, to discuss the loan- which Ms. *********** did apply for as a joint borrower in 2015. Ms. *********** recalled applying for the loan but did not want to see it on her online banking profile. Instructions were provided to obscuring the loan from view. 
  
  We apologize for the frustration Ms. *********** experienced with the changes to her online banking profile, and the hold period in reaching a representative to discuss her concerns. The manager Ms. *********** spoke to requested to be the point of contact for any further concerns Ms. *********** might have. By the actions set forth in this letter, we consider this matter resolved. 
  
  

• Initial Complaint

  06/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had disputes (3) on my account that are all fraud as proven by the documentation I provided the Credit Union last repeatedly. Instead of investigating, Community America sent them to their 3rd "dispute" company. That company sent me a letter stating that my Credit Union cancelled the investigation into the charges which is not legal. It is not their money nor their decision to make. On top of that I called both the Credit Union and the dispute company and they are finger pointing at each other telling me that the other one is responsible for investigating which again is documented fraud on my card. One case is so bad that the Attorney General of FL is taking it serious. After numerous calls, complaints and additional disputes nothing has been resolved. I was never notified that the disputes were received or denied within the timeline allowed by law. It is like Community America has lost their ability to communicate in an ethical and legal manner. I did speak with an attorney who advised speaking to a branch manager prior to filing suit (it is $2000) due to the fact that I have spent numerous hours on this because their employees wont do their jobs and their phone system is set up so you cannot reach a brank manager or corporate. I don't understand why they operate like this. I have ben with them over 15+ years.

  Business response

  06/13/2022

  The credit union 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 determined that the disputed transactions were not fraudulent because they were authorized by the consumer. The disputes stem from the consumer’s failure to utilize the purchased service during its valid period, or failure to abide by merchant’s cancellation policies. Representatives from the credit union explained this to the consumer on several occasions.
  
  We strongly urge the consumer to contact the merchants directly to attempt to resolve this matter. By the actions set forth in this response, we consider this matter closed.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We thought originally we were getting a mortgage with **** and that it would make it easier. NOPE : my husband accidentally paid the mortgage on top of their autopay and the called the BANK IMMEDIATELY- they called SEVERAL HOURS LATER and THEY/ truhome refused to just cancel it. Rather they are making us WAIT for them to supposedly issue us a check for close to 1500$ that we need for bills DESPITE having called immediately to resolve the issue. Its **- do not recommend this company

  Business response

  05/19/2022

  CommunityAmerica Credit Union (“Credit Union”) is in receipt of Better Business Bureau complaint # ******** from Ms. ********. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints.
  
  Upon completion of our internal investigation, we found that the payment referenced by Ms. ******** was completed via online banking transfer from her Credit Union checking account to our mortgage servicer, ******* ********* *******, on Friday, April 29, 2022.
  
  *** is a third-party used by CommunityAmerica for mortgage loan servicing, and as such, their payment processing and other systems are separate from ours. Payments made via the Credit Union’s online banking software to *** process overnight and are posted only on business days. In this case, the payment posted the following business day, Monday, May 2, 2022. Regrettably, payments are not reversible during this process by either the Credit Union or *** and this was explained to Ms. ******** by a representative of the Credit Union on Friday, April 29, 2022.
  
  It appears that Ms. ******** also filed a BBB complaint against ***. Their response to Ms. ******** included details about their internal refund process. We consider this matter closed and recommend that Ms. ******** to contact the Credit Union or *** directly with any further questions.

  Customer response

  05/19/2022

  [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:

  **** is equally responsible for this issue as they are who utilize this servicer, the servicer is connected to out account and  we called and failed to stop the payment. We could not pay bills for nearly two weeks do to the banks inaction and requiring us to then wait for a repayment by their mortgage servicer. Easier to point fingers and feign ignorance which based on several other complains is what **** does when their members have account issues related to *******. Issue was not resolved adequately or timely.  
  
  Regards,
  
  ****** ********

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 26th, 2021 thru January 01st, 2022 we had a reservation at **************** *****. After several conversations with the front desk, guest relations, director of finance supervisor, and many more. I collected all of the solid evidence I had and turned it into my bank for a rightful dispute where even the hotel advised me to make the dispute. After sending in several documents of evidence the bank still came back and denied the claim after I did everything they asked of me. I asked to have the case escalated, which they stated it was and I’d hear a call back… that was a month ago. I tried calling in for two weeks straight and everyone either transferred me in circles for hours or just hung up on me. Eventually I sent email over and a lady called me, left a voicemail twice so when I attempted to call her back which has been over a week now she has yet to contact me back (I even included the best hours to reach me) At this point, I have no other choice to go here because last week I contacted dispute bc they told me to just redo the dispute and resubmit everything as they will put more in depth notes and that this would not report to my credit about being over my limit - well they (two representatives) in fact lied, my case was not reopened, no case was escalated and this has been reported to my credit - dropping my score 64 POINTS! I am beyond livid. This is supposed to be my bank. I need a resolution. I have included a few of the email conversations. However the bank has the entire transcript. Ps: We tried several times to check out of the hotel but they refused to refund my credit card so it was used up and the other funds was to get back home. We were legit stuck.

  Business response

  05/09/2022

  Upon completion of our internal investigation, we determined that the disputed transaction was not fraudulent because it was authorized by our consumer. The complaint appears to focus on dissatisfaction with the hotel room and other accommodations allegedly promised by the hotel.
  
  After the credit union’s investigation found no error, we reversed the provisional credit that we granted initially, which resulted in the credit card being over its limit. A representative from the credit union has contacted the consumer directly to discuss our findings.
  
  We strongly urge the consumer to contact the merchant directly to attempt to resolve this matter. By the actions set forth in this letter, we consider this matter resolved to the satisfaction of all parties involved.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a replacement auto in September, CommunityAmerica Credit Union was sent my insurance policy that afforded coverage to the new vehicle, they were also sent the new policy for the vehicle via fax and email. They would send emails intermittently but otherwise no contact. I come to find out that they added insurance on my loan, have charged me for it, and applied late fees as I have a fixed amount that automatically withdraws. Not once was I told this WOULD happen nor was I told it was happening until I checked my account and saw it went up almost $4,000.00 and had late fees. The one time I got a human they didn't even have my number on file. They have since not responded to my insurance agent or I. We have provided, yet again, proof the car has been insured since the purchase and I still have late fees. I want this resolved and my credit report fixed. This is fraud cut and dry.

  Business response

  02/22/2022

  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 determined that we received the required proof of insurance (i.e., the declarations page showing full coverage with CommunityAmerica Credit Union (“CommunityAmerica”) as lienholder) on February 15, 2022. An insurance card does not satisfy the proof of coverage requirement, and we advised Mr. ******** of that requirement in letters dated October 22, 2021 and November 12, 2021. The credit union did not have a valid phone number on file for Mr. ******** prior to February 10, 2022 when he provided it to a customer service representative. 
  
  We will apply a full refund of the insurance we placed on the collateral on February 25, 2022. We sent Mr. ******** a letter with this information on February 19, 2022. As of the date of this letter, our records do not indicate any late fees associated with this matter, however, we urge Mr. ******** to contact us directly to discuss any future fees. 
  
  By the actions set forth in this letter, we consider this matter resolved to the satisfaction of all parties involved. 
  
  

• Initial Complaint

  11/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to add my debit card to ***** *** in order to use it to pay certain bills, I’ve attempted to call my bank several times the self service doesn’t work, and the people they transfer say they aren’t a part of my bank and refuse to add my card to ***** ***. I’ve tried to call my main bank several times through customer service and get left on hold indefinitely. My bank should not be restricting my debit card without my permission! Fix my card and allow me to add it to ***** *** it’s my money!

  Business response

  11/30/2021

  To Whom It May Concern:
  
  CommunityAmerica Credit Union hereby confirms receipt of Better Business Bureau complaint #********. As a member-owned not-for-profit cooperative, the credit union thoroughly investigates and responds to all consumer complaints. Upon completion of our internal investigation, a representative from the credit union contacted the consumer and believe the matter has been resolved to the satisfaction of all parties involved.
  
  Our investigation found an authentication failure occurred, therefore, the ***** *** token could not be activated for the consumer to enroll his debit card. Upon reviewing the account further, it appears the address on file with the credit union was not correct. The consumer was made aware of the issue, the address was corrected, and the debit card is ready to be enrolled in ***** *** at the consumer’s convenience.

   

  CommunityAmerica Credit Union

• Initial Complaint

  10/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A personal check was deposited into my account and I fully expected to have a hold put on its funds there was no problem there. I used the banks mobile banking system to take front and back images of the check being deposited and deposited it in the system. I got an email confirmation from the bank stating deposit reference #******** was being processed and funds may not be available immediately. No problems there at all. The problem is someone within the bank decided that the check being deposited met their criteria for being fraud "Which I can absolutely assure you it is not" that action caused the bank to also put my online mobile banking and internet banking on hold with this as the statement when I tried to view funds in my various accounts "Sorry Account on hold. Please contact us to resolve" and then it promptly logs me out of the account. I contacted CACU several times over the phone and no one was able to give me a non BS answer as to why they thought it was an appropriate action on their part to disable my ability to view my transactions or account funds. There is no way being able to view anything within my accounts could result in any risk to the bank or myself. I'm quite sure that if I were a high profile member of this credit union like ******* ******* that the action would not have been taken. I find it insulting and I am not at all satisfied why the credit union took this action against me, or any member for that matter.

  Customer response

  11/02/2021

  Complaint has been resolved. 

• Initial Complaint

  09/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been told I will be getting a call back about my account and never do and when I ope my account I was never told I need to do one of the things I’m not told I need to do and I have called over the year that I have had the account open and asked to make sure I was in good standing with my account and was never told I had to do anything different or wasn’t meaning the needs

  Business response

  09/14/2021

  
  CommunityAmerica Credit Union hereby confirms receipt of Better Business Bureau complaint *********. As a member-owned not-for-profit cooperative, the credit union thoroughly investigates and responds to all consumer complaints. Upon completion of our internal investigation, the credit union initially found that the consumer’s voicemail box had not been set up, hindering efforts to communicate with her - but ultimately did find that the consumer’s concerns were taken care of by a branch representative to the satisfaction of all parties involved. At this time the credit union considers this matter closed.
  
  CommunityAmerica Credit Union is a federally insured, state-chartered financial institution subject to a number of state and federal laws and regulations regarding the safekeeping and privacy of consumer financial information. For privacy reasons, the credit union does not discuss these matters in a public forum. 
  
  We strongly urge current or prospective members to contact the credit union directly to discuss any questions or concerns.
  
  
  
  

*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. ↩