ComplaintsforMeritrust Credit Union

• Initial Complaint

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We got a car loan from this company on 5/22/2024 through the dealership and had no actual contract with the credit union. We received our first contract on 6/30/2024 saying we owed a late payment. We brushed it off assuming because of some massive storms here in Oklahoma that it got lost in the mail and we payed it. The next month on 7/24/2024 we received a notification that our payment was late yet again, but we never received a bill to let us know anything about it. We call the company to find out why we aren't being sent a bill and to ask them to send one at least 10 business days before the due date, the way every other financial institution in the world does. We were told, "We don't have that ability." Which is not true because they sent a late notice. When I asked for a paper bill and statement so I can create a paper trail because I find this whole thing suspicious I was again informed, "We don't have that ability. We can send late notices but not monthly bills." When informed that I would take this to your organization because this all seems wrong I was told that if I contact you they can no longer assist me any further. I explained that that's even more suspicious that they don't want to help me give them their money and was told to, "Just pay online." The online account has no paper trail I informed them and I would like physical evidence of payment. Then I was told that the call was over because I wasn't able to be helped further.

  

  Business response

  08/02/2024

  *** *****,
  
  We understand your frustration.
  
  Since yours is an installment loan with the same amount due on the same date each month, it is not our standard practice to send out monthly reminders by mail. To provide you with a monthly record of payment due, we’ve ordered a payment book on your behalf for delivery to your mailing address.
  
  Detailed transactions, such as monthly payments, can be viewed online or in mobile banking, and we’d be happy to walk you through the process. Meritrust’s online and mobile banking gives you the ability to turn on payment reminders sent to you by email, text and/or push notification.
  
  An assistant manager in our contact center reached out to you by phone and by email to follow up on this situation on July 25, 2024 and received no response. Please contact us if you have any questions or if we can be of further assistance. We appreciate your business!
  
  Meritrust Credit Union

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is a fraudulent account opened in my name. Meritrust gave me a series of steps that I needed to take to close the account. After completing them they gave me additional instructions, and that what I did did not count

  

  Business response

  06/04/2024

  *****,
  
  Thank you for reaching out. Our Fraud team has been communicating with you directly. It is our understanding you are gathering and sending the documentation needed for the investigation. This process is in place for the safety and security of your identity, and we appreciate your time to gather necessary documentation. If you have additional questions at this time, please reach out to us at ###-###-####.

  Customer response

  06/04/2024

   
  Complaint: ********
  
  I am rejecting this response because: I have not been compensated for the time that I have had to invest due to be given incorrect instructions on how to close this account. Moreover I would like to be refunded the cost of the stamp I have had to use to mail my statement. My time is worth something and it is not right that Meritrust has made this process unnecessarily complicated on my end when it is Meritrust that made the error by opening a fraudulent account in my name. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  06/10/2024

  *****,
  
  Thank you for your reply. At the time we are notified of requests for investigation of fraud, the individuals requesting the investigation are provided with two options for submitting the necessary documentation: email or mail. Individuals who choose to mail these documents must cover the mailing costs. For convenience and to save time, we recommend individuals use electronic formats to send the requested documentation for this particular process. We have confirmed both options to submit the documentation were presented when you first spoke with Meritrust regarding your request. We appreciate your diligence in submitting the documentation to protect your identity. We have completed the investigation and have been in contact with you directly regarding the findings. If you have further questions regarding this matter, please call us at ###-###-####.
  
  Thank you.
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They repeatedly lie to me about my loan and my payments. I end up spending more money because of this and get nothing but attitude in return if I call to get an understanding. They refuse to let me refinance because I don’t make enough on time payments, I pay it in full at the beginning of every month. They have me on biweekly payments and have been telling me the full amount I pay will be for both payments but it’s not and they won’t switch me off biweekly, they reported to credit bureaus I’m not making payments when I am. I even had a representative in collections tell me to get a side job to pay it if I can’t afford it. They are very disrespectful and refuse to legitimately help or even be transparent about anything. There was even an incident where they made me pay more because “I never made a payment”, yet after I paid AGAIN I got yet another email about owing money. When I called another person found the “missing” payment, and I was sol on the extra money because they wouldn’t even credit the account. It has been nothing but stress and tears and money since going through them. My payments is $638 roughly and most months I end up paying almost $1000 because of their bs.

  

  Business response

  05/24/2024

  Hi *********
  
  Thank you for reaching out to us. We have been in touch with you directly to assist with this situation, make adjustments to your payment schedule per your request, and confirm credit reporting is accurate. It is our understanding you are satisfied at this point in time, and if we can answer any additional questions or assist further in the future, don’t hesitate to call us at ###-###-####.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company does not follow a legal court document. Refuses to remove from credit.

  

  Business response

  04/09/2024

  Dear *******
  
  We have completed research on your inquiry and have confirmed that the debt is being properly reported to the credit bureaus. The original terms in the Meritrust loan agreement were signed by ****** ** ******** and ****** ** ********. In this situation and because the loan agreement supersedes that divorce decree, the borrowers as outlined in the signed loan agreement are responsible for the payment of the outstanding debt.
  
  Our Special Accounts team will contact you by phone to discuss further. We are also available at ************ if we can answer additional questions in the future. Thank you for reaching out.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions. Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred. Please rectify this matter promptly. My account number is 6936

  

  Business response

  02/21/2024

  *******,
  
  Meritrust credit bureau reporting complies with the guidelines of the Consumer Financial Protection Bureau’s Fair Credit Reporting Act and does not violate privacy law. If you have identified possible errors, you are encouraged to dispute the reports following the processes of the three national credit bureaus. Details on dispute processes are available on their websites:
  
  Transunion ***************************************************************)
  Equifax *************************************************************************
  Experian *********************************************
  
  If you have additional questions, please reach out to us directly at ************. Thank you.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Good Morning, Recently I had filed a complaint against ATTORNEY ****** ******, located in Wichita Kansas with the Kansas State Bar, because he had willfully REFUSED to produce EVIDENCE of a debt he claims I owe. He has refused to conduct a reasonable and thorough internal investigation into my claims of inaccurate information reporting to all 4 credit bureaus. He is the debt collector for MERITRUST CREDIT UNION. He has willfully ignored my request for proof of debt like a copy of the original application for a credit card, Copies of all payment and itemized statements, any copies of any legal written contract bearing my signature. He had refused to call me text me or email me concerning my DIRECT DISPUTE as allowed under 1681. He has failed to delete this inaccurate account from all 3 credit reports, he had refused a settlement reasonable negotiation, he or his client has refused to offer any kind of deal along with proof where they are getting over 6k when the credit limit is 3k. I have a pending level 2 complaint with ****. State Bar has requested documents he has refused to provide the docs I am requesting to the STATE BAR or to ****. ******* *** ****** ****** ******l refused to accept my collection account in their office and referred me back to MERITRUST, but neither the attorney or MERITRUST would sit down or chat on the phone about payment or settlement. *** *********.

  

  Business response

  08/14/2023

  Our response attached as a PDF. Thank you.

  

  Business response

  09/06/2023

  Please see attachment.

  Customer response

  09/15/2023

  LETS get something straight my call to the CEO is the only cell phone number I called and asked for his help and guidance at no point did the CEO tell me not to call his phone or to CEASE & DESIST that came from the attorney who got upset that I called his work phone I have no idea of it was personal or business the information is public record listed on Google. Meritrust is NOT REPORTING THE ACCOUNT 100PERCENT CORRECTLY since I have been disputing the account. If MERITRUST was fair and reasonable and attempted to resolve the issue I would not have called the CEO or the lawyer. But since noone that works their is fair and reasonable nor is MERITRUST seeking resolution I had no choice but to file complaints to Assist me as a low income disabled customer. Meritrust will delete from or 4 credit bureaus or my next step is a federal lawsuit for violating the FCRA. So even if I were to lose the federal lawsuit it would still cost you more than the amount you say I owe. I live on $934 a month with $28o in food stamps. So if you don't delete and work out a one time settlement litigation is my next step which will cost you a lot of more to defend yourself, motion to dismiss, motion for failure to state a claim, summary judgment, pretrial motions, depositions and subpoenas, copies of all docs in discovery. LETS SETTLE THIS BEFORE IT GETS EVEN NASTIER, ask your attorneys if they want to settle or head2head with me.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MY HUSBAND AND I HAVE A ******* LINE OF CREDIT CONTRACT WITH MERITRUST {09/20/2013-10/15/2028}.OUR CONTRACT HAS A FIXED RATE OPTION.WE HAVE BEEN TO 2 BRANCHES AND HAVE BEEN TOLD THAT THEY DO NOT DO THESE KIND OF LOANS ANYMORE .SO THEY CAN'T GIVE US A FIXED RATE.THEY WANT US TO TAKE OUT ANOTHER LOAN AND PAY MORE CHARGES.THEY ARE BREACHING OUR CONTRACT.MERITRUST CONTRACTS AREN'T WORTH THE PAPER THEY ARE WRITTEN ON.IF WE CAN'T GET ANY HELP WITH THIS {STAND BY YOUR CONTRACT} WE WILL BE FORCED TO FILE A BREACH OF CONTRACT IN COURT.

  

  Business response

  05/12/2023

  Johnette,
  
  Thank you for reaching out to us to bring this situation forward and give us this opportunity to assist.
  
  We apologize for the miscommunication on our part and frustration caused. We have researched this situation and contacted you directly regarding the options for your line of credit. It’s our understanding you are satisfied with the options discussed on May 5, 2023, with our Director of Residential Lending John *******. We look forward to continuing to serve you through the loan process.
  
  If we can assist further in the future, please reach out to us at ************. Thank you for choosing Meritrust to serve you.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  we have repeatedly tried to make contact with Meritrust regarding our Loan with them that became behind. When i can call it puts me on hold for up to 45min and i cant stay on any longer. In the past i have always made contact by email and have always had great communication. At this point i feel they are intentionally trying to repo my vehicle as it is close to payoff. on 2/19/23 i received a notice by email of intent stating: Kila *** ******* Your account has been place on my desk to review for repossession on the 2010 ***** ***** *** **** PICKUP***. You are 55 days past due. Please contact us no later than 02/26/2023 between 8am and 6pm, or I will have no choice but to move forward with repossession process. We want to work with you, but need to hear from you. Please call or text Special Accounts at ************ option *, or you may reply to this email. Thank you, Special Accounts Meritrust Credit Union ************ I sent an email back inquiring the past due balance. No response. I made a blind payment of $****** on 2/21/23 On 2/27/23 I sent another email requesting again an status of the account.No Response. on 2/28/23 sent another email requesting a response within 12 hours with a past due amount and resolution options. No response. I received a repo letter on 2/27/23 if there was no contact by 2/26/23 i would be put in repo. Made a call on the 28th and left on hold for 23 min. i had to go back to work, hung up. Sent this email: I'm still waiting on a response from Meritrust to resolve matters.I have been emailing as it's my only way of contact. Now I'm getting repo letters past replay date. I've been trying to make contact for over a week now. Is filing a complaint at this point to get a response back necessary? I am requesting a response back with a past due balance and a 10 payoff quote. I was finally able to get access to my account on line and am working to get a payment in on 3/3/2023 without any attempt at contact from Meritrust to resolve matters.

  

  Business response

  03/13/2023

  Hi, Kela.
  
  We appreciate you reaching out. As requested, we are also reaching out to you through the email address in your Better Business Bureau Consumer Complaint #********. Through that communication, we will provide you an update on your loan status and next payment due date.
  
  We have reached out to the contact information on file for you through phone, text messages, email and mailed letters and have not been able to connect since September 2022. We understand you have been communicating via email with us; we are researching this on our end as we have not been able to confirm receipt of those messages through our portal.
  
  We want to make sure your concerns are heard and that you are receiving the communication and updates provided. You may also call our Special Accounts team directly at ************, option *, if you have any further concerns in the future.
  
  Thank you.

*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. ↩