ComplaintsforCommonwealth Credit Union, Inc.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This has now been over 5 times requesting CCU to prevent auto-withdrawals from my account and have had to get fees refunded multiple times due to this. The reps within the company itself are great, they just work for the company. But it's getting ridiculous at this point. Credit Unions claim the members are "part-owners" but this is just hyperbole to make customers feel "better" about themselves banking here. NOW, CCU is charging customers to deposit THEIR money into their OWN bank account. How does this make any sense? They're just trying to squeeze every penny out that they can. CCU makes plenty of money. This is unethical at the highest level.

  

  Business response

  02/26/2024

  Better Business Bureau
  13104 Eastpoint Park Blvd.
  Louisville Ky 40223
  
  RE:  ***** ********** ********** ** ***** **** * ******** ********** *******
  
  
  To Whom It May Concern,
  
  This letter is in response to the complaint filed by ***** ********** on 2/21/24.
  
  Attempts have been made to reach Mr. Wethington via the phone number provided in complaint. Due to the level of personal details needed to discuss *** ************ complaint we are continuing to contact him directly to review the concern.
  
  Should you have additional questions, please let me know.
  
  Thank you,
  
  
  
  ******* ******
  Commonwealth Credit Union
  Operations Regional Manager

• Initial Complaint

  06/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have attempted several times to solve my issues with Commonwealth Credit Union amicably and have received nothing of what I was promised. After being promised to speak to a VP of operations, no contact has been attempted. Commonwealth has charged multiple 32.00 fees relating to over drafting due to 2 issues. After attempting to solve this issue, Commonwealth could not give me access to the Commonwealth app for transactions and then after seeing multiple fraudulent transactions, only agreed to refund 7 of the OD fees. All of these fees need to be refunded, and there needs to be an effort to provide a solution in the future to prevent this from happening rather than ignoring my request for app access. Please expedite this issue and have these fees reversed to preserve the relationship that currently exists with Commonwealth.

  

  Business response

  06/13/2023

  After researching the concern regarding the NSF charges to the account, we refunded a total of 8 NSF fees on 6/8 for a total of $256. We will also refund additional fees of $320. The member has an option to set alerts when the balance goes below a certain dollar amount, this will help ensure the member is immediately notified when something like this happens in the future. If requested, the credit union will assist in setting up this feature, please contact us. 

  The member was contacted via email concerning the situation and it has been resolved.

  Customer response

  06/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 19, 2023, I received an email from Commonwealth Credit Union, stating "We have not received a satisfactory written copy of the comprehensive and collision insurance policy covering the collateral financed with us here at Commonwealth Credit Union. We have therefore been placed in the position of having to protect our collateral. This has been done by purchasing a collateral insurance policy the premium amount of $4109.34 to your loan balance. The coverage afforded by collateral protection is primarily to protect the credit union's interest. This insurance will not satisfy the requirements of any financial responsibility law, nor does it provide liability coverage." I immediately called customer service and spoke with a representative. I gave the representative my insurance policy number and she said she would call the insurance company, ******* ******, to confirm while I waited on hold. After a few minutes, the call was transferred to a survey and disconnected. I then emailed my proof of insurance to the team using the ******************************** and ***************** which is the email of the person who originally contacted me. I followed up again on Monday, May 22, 2023, to verify they had the information. I never received a response to this email. Finally, I emailed the business on Tuesday, May 23, 2023, asking for a resolution. I then attempted to email Karen Harbin, the CEO at **************** and ****************** As of today, June 1, 2023, I have still not received a response. With all that said, I changed insurance companies on 4/11/2023. The email on 5/19/2023 was the first notification of the issue which I promptly responded to. The email mentioned a prorated refund. I need to be refunded the entire amount as I have comprehensive insurance and a $4109.34 policy was not needed. Along with that, they have completely failed in communicating with me.

  

  Business response

  07/10/2023

  Due to the level of personal details needed to discuss *** *** ****** complaint we are contacting him directly to review the concern.  

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have four loans and a credit card with Commonwealth. In November of 2021, my Wife and I both got *****. I was fine in a few days. She ended up in the hospital and off work for at least 7 weeks. We first got behind on one loan in Feb of 2022. Then caught up and slightly behind again. Had a gentleman from the member solutions dept call me and work with me on getting caught up. Kept telling me about a "TDR" or workout program on the loans, as long as I worked with him on the payments. So, we did everything he asked. Then, out of nowhere, another guy calls me and has taken over the accounts. So again, we were told about the TDR program and workout. So we made the payments like he wanted. At the end of October 2022, he calls me and tells me to make a large payment to qualify us for this program we keep getting told about. So, I went into the branch and made the payment. Even sent him our Drivers License and pay stub pictures. Then, all of a sudden, ANOTHER person takes over our account. And then we are told we dont qualify for this program (even though we were never put into the running for it) and that all past due amounts had to be paid by end of November. I have repeatedly asked about this phone call with that guy. Have yet to get an answer about it. They just blow it off. I know the calls are recorded. Also, the amount they are telling me that we are behind is WAY off. Just today I sent an email with the exact amounts. No response. They are saying its 13,000 plus. Im only coming up with around 5000. They have tanked my credit, reporting all loans as 120 days past due. Which is impossible. Because when I was making the payments with the member solutions dept, I was paying whichever needed to be paid first. So theres no way they are all the same past due. I have asked repeatedly about a loan modification. And Im told I cannot do that unless all loans are current. Well, if they are current, whats the point of helping someone out?

  

  Business response

  03/16/2023

  See attachment for original response.

  Due to the level of personal details needed to discuss *** ******* complaint, we spoke to him directly and continue to keep in contact with *** ***** via email to address his concerns. 

  Should you have additional questions, please let me know.

  Thank you, 

  Customer response

  03/16/2023

   
  Complaint: ********  
  I am rejecting this response because:
  I have no access to my accounts. They closed three of the accounts. We traded both vehicles in to keep them from being repossessed yet they kept one loan open after receiving notification of trading it in and added more money onto it. After the dealer called to get the trade in payoff. They also marked all of the loans the same past due on my credit. But didn’t close them all at the same time. Sketchy to say the least. I have no clue where my money went to pay these bills. I was under the impression when I called to pay on my auto loans that they would pay them. Not some credit card that I did not authorize charges on. 
  Sincerely,
  
  ******* *****

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 22 2022 I went to the Shelbyville branch and paid my credit card bill from November. The due date was 12 25 2022 When I got my statement for Dec. I realized that my payment had been posted to someone else's account I called the main office and told them what happened and after what seemed a rather long time was told they would have to call me back I called them again the next day and was told that they still didn't know what to do About a week later I went to the Shelbyville branch and told them the situation and then after another long wait was again told that they would have to call me back. A few days before the due date they did call saying that it was all straightened out. On the due date (1 25 3023) I went to the Shelbyville branch and asked for the balance on the account. It was the same as was on the original statement. I asked how that could be. Again they couldn't answer me. I closed the account paying the amount I was told. This did not involve a lot of money but I do not believe that a financial institution should be allowed to operate in this manner.

  

  Business response

  03/15/2023

  Please see the attached response to ******* **** from ***** ****** **** ********* ** ********

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had an open credit card line of 12,000 that was cancelled without my knowledge or consent on December 1st, 2022. Called to inquire why the credit line was cancelled on December 4th, 2022, and the representative said it was due to non-use on the credit card for over 12 months. The last payment made on the credit card was in June of 2022, when I paid the credit card off. The representative at Commonwealth said that “management” and “underwriting” refused to open the line back up without a new credit report and new application, after it was THEIR ERROR in the first place. The cancellation of this account dropped my credit score 48 points. This is unacceptable business behavior, especially since I wasn’t notified of the cancellation, nor did I fit into the category of not using the credit card, because I had been using it up until June of 2022. I want this corrected, without further impact on my credit report, or else I will take my complaints to the NCUA and CFPB. I have been a Commonwealth Credit Union Client since 2005, financed 2 homes with them, 3 vehicles, and have used my unsecured line of credit countless times as a means of short-term financing equipment or machines. I shouldn’t have to be filing a complaint to the BBB to correct an issue with this kind of tenure. I literally ask nothing of this Credit Union, and have actively sent this Credit Union referrals. If this is how they choose to conduct themselves, I can’t see how they will be able to service me, my clients, or anyone else in my sphere of influence from this point forward.

  

  Business response

  12/27/2022

  The complaint has been resolved with the complainant, as stated in the response attached.

  Customer response

  12/29/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 16th I received an email stating that our insurance requirement for an auto loan through CCU had not been satisfied and our monthly loan was increasing by nearly 5,000 a month. Our insurance agent messaged the number given stating that we do in fact have the required coverage. The first thing I did was call our insurance agent at the time of purchase. The email from CCU stated this amount would be added to our monthly loan. I received a text message from the automated messaging system telling me I owe a monthly payment of 785.29. My total monthly payment is normally 401 dollars. No response was provided to myself, the borrower or my insurance agent. We do too have insurance, why is my bill now 384 dollars HIGHER? I am at a loss for how one business can make so many critical errors with my hard earned money.

  

  Business response

  11/25/2022

  To Whom it May Concern,

  Attached is a response to a complaint filed by ****** ******. 

  Due to the level of personal details needed to discuss Ms. ******'s complaint, we are contacting her directly. 

  Thank you,

  ***** *****

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a $3000 loan from the company to help build my credit. They told me that they would report my good payment history to the credit bureaus. They have not done it yet. I was never late and I trusted them to report it. ******* **** 6/13/1978

  

  Business response

  08/19/2022

  Response attached.

   

   

  Customer response

  08/19/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When trying to purchase a home we went with CCU because we already had our loan through them. It took weeks to get ahold of our lender, *****, to get a pre approval letter. In the MONTHS it took us to find a home he would never return our or our agents calls & emails. Once we ordered the appraisal we were told it would take 1-2 weeks. After 4 weeks we find out it hadn’t been ordered yet. ***** still refused to return calls or emails. Finally he called on 5/13 and said we were good to go the appraisal went through, he’d get the report 5/16 and we’d close in the middle of the week. By 5/17 we still hadn’t heard from him so we called and spoke with someone else, bc again he wouldn’t answer, she said the appraisal wasn’t even done until 5/16 and they had a 3 day grace period and it’d be 5/27 at the earliest we’d close. At this point we’d put utilities in our name and now can’t get them out without fees. Then we get the appraisal and it’s $11k under offer price. We try to appeal it by sending FIVE homes within 1.5 miles and they say no we need to submit homes that are closer bc they found ONE within .5 mile that was a fraction of the price of the other homes.

  

  Business response

  06/02/2022

    
  Due to the level of personal details needed to discuss Mr. ****** complaint we are contacting him directly to review the concern.
  
  

• Initial Complaint

  02/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a hoodie from the company Four Cali on 01/24/2022. It claims that my order shipped on 01/26/2022 but i never received a shipping number or anything for me to track my shipment. I paid this company $24.90 for my order. I reached out to the company and never got a response or anything to put my mind at ease. At this point with it being 02/19/2022 I believe I was scammed out of my money and would like to dispute the charge.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/25) */ To our knowledge, Commonwealth Credit Union has not received a request from Ms. ******* to dispute the charge in question. We have reached out to her and assisted her with filing the necessary paperwork to resolve this matter.

*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. ↩