ComplaintsforUniversity of Kentucky Federal Credit Union

• Initial Complaint

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/1/2023 I called in requesting a skip-a-pay for my auto loan through UKFCU Completed the paperwork as required by UKFCU and submitted the paperwork which according to ******** was completed at 12/1/23 11:36 AM working with "******** *******" Received a call later that day explaining that, inexplicably, I was still charged the 307 dollar car payment that we had previously signed an agreement to skip. Was told by a "*****" that "this happens sometimes, it just pulled the payment via autopay early" Fine, please refund me the 30 I paid you as I only wanted to skip the December payment. They could not refund to my bank, so they refunded to an account they created for me where the money stood. Decided the following Monday 12/4/23, I would like to go ahead and skip the January payment. Since the 30 dollars was still in UKFCU, this seemed reasonable. The representative "****" assisted me in completing this. However, in the course of talking with **** we discovered a SECOND PAYMENT had drafted from my bank account on 12/4/2023 (that same Monday) To this day, after multiple attempts of speaking to a manager, I have absolutely no idea why the second payment was drafted. At this point in time, all I know is over 650 dollars was drafted by UKFCU from my bank account within a 4 day period. Only 337 of which was authorized by me. Taking money from another without permission or proper authorization is theft. To correct this massive mistake, the only thing they have done is reversed the transactions and put the money back into the UKFCU bank account (not my bank) They then let me know it was now my responsibility to get the money back to my bank. I initiated a transfer on 12/8/23 of 300 dollars to be moved into my account on 12/11/23 Received a call confirming this on 12/11, however, inexplicably, that was cancelled 12/12. To this day, I am still waiting for the transfer with no explanation from mgmt, over 100 dollars in overdrafts, and no money to even go grocery shopping.

  Customer response

  12/14/2023

  
  Better Business Bureau:
  
  

  From: ****** ***** <*****************************************************************************>
  Date: Thu, Dec 14, 2023 at 3:39 PM
  Subject: Complaint ID: ******** - Resolution has been found
  To: <*****************************************************************************>

   

  Complaint ID: ********

   

  Date Filed:

  12/12/2023

   

  Name:

  ****** *****

   

   

  Hello, I am looking to provide an update to the complaint I submitted through BBB a couple days ago.

   

  I am pleased to state that the manager of the branch has called my cell directly to discuss the nature of my issues and what he is capable of doing to find a resolution. He went above and beyond to help the situation and at this time no further action is necessary.
  
  I am not sure how or if it’s even possible to either mark the complaint as resolved or cancel it but if you could please assist me I would greatly appreciate it. Thank you for your time and service. You are a truly wonderful organization.

   
  
  ****** ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The University of Kentucky Federal Credit Union refuses to reimburse my wife and me due to theft/fraud. We have been members of the UKFCU for 33 years. They say that there were two unauthorized transactions via bill pay in June 2023 of $420.15 and $3,111.98 to MARC Conf. No one knows who the devil that is. We did not learn of this until being blocked from online access to our accounts. This resulted in being required to travel to Lexington to get online access restored. We live in Elizabethtown which is about an hour and 15 minutes from Lexington. This was a huge hardship because we are senior citizens in our 70s, and I don’t drive due to treatment for metastatic prostrate cancer. The credit union made absolutely no effort to notify us of the theft. Not a letter or phone call. Then they refused to reimburse us for the theft claiming the 60 days to report the theft had expired. There should be a zero-liability policy to ensure that customers don’t lose money due to this kind of fraud. UKFCU should do the right thing and reimburse us for the fraud. Shame on them!

  

  Business response

  12/15/2023

  A thorough review of the member’s complaint has been completed by our Digital Banking and Risk Management Department.  As part of the UKFCU membership agreement, members agree to notify the credit union within 60 calendar days from the date the potentially fraudulent transaction first appeared on the statement.  This is stated in the Membership Agreement, the Electronic Funds Transfer Agreement, and on the statement backer.  For disputes, UKFCU needed to be notified of any fraudulent activity within the required timeframe, which extended to September 1, 2023.  As it is the Member’s responsibility to monitor their account and report any potentially fraudulent activity, UKFCU is unable to reimburse the funds from the fraudulent transactions as they were not properly disputed in the correct timeframe.  For further questions please contact the credit union directly at ************ or through *****************. 

  Customer response

  12/19/2023

  
  Complaint: ********
  
  I am rejecting this response because the response by the UKFCU is unfair and not adequate.
  

  How unfortunate for us.  For 33 years we have trusted our money to the UKFCU. No more. While some unknown party stole our money held at the UKFCU they have done absolutely nothing about it.  Instead of investigating just how the funds were stolen and who stole them they claim their “Membership Agreement, the Electronic Funds Transfer Agreement” as their “get out of jail free card” and throw us under the bus. Does the UKFCU have any responsibility to monitor and protect its members’ funds from being stolen from parties outside or within?  Their response shows no investigation about how the account was hacked, if it was hacked. Besides our money, how safe is our private information (SSN, DOB, and other identifiable information) in safe keeping with the UKFCU after being hacked?  One would think after 33 years that just good customer service alone would have resulted in at least a phone call, a letter, or email. There is nothing other than sorry about your luck. Very disappointing. We will be closing all of our accounts, our funds and share certificates, and withdrawing the remainder of funds.  Also, we will file a police report about the matter and perhaps consider other avenue.  My thanks to the BBB for their help.
  

  
  Sincerely,
  
  ****** ********

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Sir or Madam, I am writing to file a complaint against the University of Kentucky Federal Credit Union. In January or February, my account was overcharged in the amount of $132 and some change. Despite my attempts to resolve the issue with the credit union, I have not received a satisfactory resolution. In addition, I was given conflicting information by different representatives of the credit union. One representative claimed that merchants can force payments to go through even if the bank tries to stop it, which I later found out was not true. The same representative hung up on me without providing any assistance when I asked for an investigation into the issue. And the person I spoke to before her that transferred me to her just kind of didn't give me an answer and hung up on me by transferring me with no explanation as to who she was transferring me to or why. Furthermore, I was placed in a database that prevents me from opening an account anywhere else, which has caused me significant inconvenience and frustration as I am a business owner and need to open accounts. Additionally, during my years with the University of Kentucky Federal, credit Union, my debit card was cut off twice a week for no reason whatsoever, which caused me further inconvenience when I had ample amount of funds in my account. On top of hanging up on me twice they will not answer my phone. Call now when I call back. This is unsatisfactory. I believe that the credit union has acted in bad faith by allowing my account to be overcharged, by providing me with incorrect information, and by failing to provide me with adequate support in resolving the issue. I have been a loyal customer of the credit union for years, and I am disappointed by the lack of professionalism and customer service that I have experienced. I would like to request that the credit union remove the overcharged amount and provide me with an explanation for why this error occurred. I would also like to receive assurance that this will not happen again in the future. Additionally, I would like to request that my name be removed from any databases or lists that prevent me from opening an account elsewhere. Thank you for your attention to this matter. Sincerely, ******

  

  Business response

  11/02/2023

  Thank you for providing your feedback, if you would like to reach out directly and speak with a member of management please contact us at ###-###-####. Due to the sensitive nature of this complaint we cannot go into detail regarding the specifics of this account on this platform but would like the opportunity to discuss with the individual. It is the stance of UKFCU that all policies and procedures were followed and proper communication was made throughout the process. If the individual would like copies of all the communication please let us know and we will be happy to provide that. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a Home Equity Line of credit. After logging into my account online to make my normal monthly payment the information shows as though I’m late or have missed a payment. Upon further review, and after calling, I was informed that there was a systematic error, and that my monthly payments were not going into the right “buckets” . Not allowing the payments to be applied to the month so they were being paid, causing it to look as though I was not paying on time. they informed me that I was one of three members who’s had the same issue and that they are working to try to figure out why. I’ve kept a close eye on my credit, and as of yesterday noticed that it hit as a delinquency, causing my credit score to drop dramatically. I have been calling every two weeks for updates but was told today that the person who is going to help fix this and I quote “it should be an easy fix” but the person who will attempt to fix this will do so when he returns from vacation on the 21st. I am lucky that I am not in the middle of buying a home or utilizing my credit as this would’ve caused even more damage than it has already. I have had to dispute this on my credit but wait to hear with hopes that this is corrected because the damage, time, and stress that this has caused is beyond words. Our credit is so precious to us, and for it to be affected without immediate resolution is unacceptable.

  

  Business response

  08/23/2023

  The Member Solutions Manager reviewed the member’s complaints and has been working with internal team members and members of our core processing system to research and develop a solution to this situation. There are many variables causing the system to not report correctly. As of August 23, 2023, the member's credit bureau has been corrected; and the delinquency marks have been removed. Internal work is still being completed to resolve the issue; but as of today, the member’s account is working properly and reporting correctly to the credit reporting agencies. The Member Solution Manager recommended that the member continue to monitor their credit and notify us if something changes while we work to resolve the programming issue. We greatly appreciate this being brought to our attention, and we value the relationship with UKFCU and our members. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We paid car loan off over a month ago. Two days ago began receiving emails we were reported to credit bureaus as being over 30 days late. Our credit is destroyed- now officially classified as bad. Called the credit union numerous times. All they would say is there was no reason to report our accounts. They refused to look into why it happened. They refused to give me contact information for their attorneys.

  

  Business response

  08/16/2023

  Loan Operations Supervisor submitted a request to TransUnion to remove the delinquent information from the members credit bureau on August 8, 2023. We did not show any past due information that should have reported but a correction was submitted to TransUnion to eliminate any negative information regarding the loan in question. If the member has any future problems to please reach out and ask to speak with the Lending Operations Supervisor. 

  Customer response

  08/16/2023

  
  Complaint: ********
  
  I am rejecting this response because
  

  As I mentioned to them, all 3 credit companies contacted me to report significant impact to my credit rating. I don’t know how they would think only one reported. I told them PayPal restricted my account because of their mistake. They sent me a letter addressed to ***** ********, my name is ******* ********. I doubt that responding to PayPals auto email with this letter will do any good. I want to know why they can’t call the credit companies. I can only conclude they don’t want to expend the time.

  The reason I respirated to BBB is I talked to **** at the call center. He was the supervisor.  He said he couldn’t see any delinquent payments therefore no reports were made. I asked to talk to a supervisor and he talk me I could, that there was no one I could talk to. He then said he was going to hang up on me. We then both got off the phone 

  Sincerely,
  
  ******* ********

  

  Business response

  08/21/2023

  Lending Support Supervisor reached out to the different reporting agencies to remove the negative information on the member's credit bureau. As of August 21, 2023, the negative information has been removed from all three-reporting agency. It may take up to 30 days for the information to be reflected depending on the individual agencies. UKFCU feels this complaint is resolved. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Car Loan taken in 8/30/2017 - $21,507.13 -Bi-weekly payment $155.64 for a period of 60 months. I was charged for a 72 month period that ended 7/23. The cost of the car was $19,000 plus tax and $1,200 for an extended warranty. I called UK Loan department and spoke to two customer service representative an landed speaking to a Manager named ****. I explained I agreed to a 60 months payment and not 72 months. I supplied them with the docu-Sign document confirming the agreement. He disagreed, yet never offered to send me the signed document supporting there claim. It is clear that this isn't the first time with this issue because when I called customer service. The customer service representative aske me for the name of the loan officer who assisted me with the loan. I am mortified that I paid an additional payment of $4,046.64 on a Used 2011 Lexus RX350 that when I first purchase it with 86,000 miles. For the record, in 2017 the maximum financing one could have on a used car was five years on a car not older over 5five years old.

  

  Business response

  08/02/2023

  A review of the individuals agreements show the loan was originally contracted for a term of 163 bi-weekly payments with maturity date of 11/11/2023. There was a subsequent action that the member signed but that was only to change the time in the month that the bi-weekly payments would pull. The amount of bi-weekly payments in the contract didn't change when that form was signed. The loan paid off before the contracted maturity date. If the member would like to discuss this further please have her contact UKFCU and ask to speak with the Director of Consumer Lending. 

• Initial Complaint

  06/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Almost 5 years ago a loan was setup incorrectly my great aunt was supposed to be a co signer somehow after being treated very rudely by the staff there I never ended up on the loan now my elderly aunt is getting all the loan info even though I make all the payments recently a payment was reversed and I can not find out why!! The online portal will not allow me to make payments due to it being faulty. So many issues with this loan trough out the entire process. As well as we were advised it was a 5 year loan to only find out on year five it is six year loan.

  Customer response

  07/05/2023

  **** ******* *** ********** ****

  ***** ****** 

  

  Business response

  07/14/2023

  We would be happy to help resolve this matter but will need the owner of the loan to provide permission to UKFCU to discuss this further. Please have the owner contact UKFCU at ************ and ask to speak to ***** ********* 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  UKFCU breached our contract, and committed grand theft auto, for repossessing a car, that we have made full, and complete payments for. UKFCU then also stated to us, after they admitted their mistake, that we are on the hook for paying the towing fee, which is $2,500 dollars. For the past 3 months, UKFCU has been sending mail to my wife, stating that she is late on her car payments, even though she has not been. We contacted UKFCU about this issue, and sent them bank statements of the money leaving the account and being paid towards the balance. UKFCU stated that they received the payments, and then everything was fine after that. Suddenly, today, we receive a phone call from UKFCU stating that they are coming to repossess the vehicle, because they stated that she is behind on bank statements, even though we provided bank statements 3 months ago. The car was repossessed. We then called UKFCU and they informed us that "we have received actually only half of your payments" and then told us they need to pay us $2,500 to the towing place to get the vehicle back. We protested this, stating that WE HAVE PAID our monthly payments. They then admitted they actually received the payments, and then informed us "sorry, but we're not gonna pay the towing company the $2,500 dollar fee" and then also stated to us "we are not going to tell you the name of the company that towed your vehicle away." I heard this myself. I'm legitimately shocked and amazed at this, and litigation will 100% be following after we get the vehicle back. My wife has upheld her end of the contract, and UKFCU has breached the contract and committed grand theft auto. Then, once they admit their mistake, they claim she is on the hook for the towing fee. UNBELIEVABLE!

  

  Business response

  06/15/2023

  UKFCU is unable to locate in its records the account described in this complaint and, therefore, is unable to provide a substantive response.  Disclosure of the VIN number of the vehicle involved would be helpful and, if that information is provided, UKFCU will provide a prompt response.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  effective today. cease using ********** *** FOR ANY MATTERS REGARDING **** ***** ************ SHOULD FAIL TO DO SO WILL END UP IN LITGATION, YOUR CREDIT UNION WILL BE NAMED ACCORDLY. WE HAVE MOVED TO OKLAHOMA IN AN EFFORT TO SECURE JUSTICE.

  

  Business response

  03/06/2023

  UKFCU has made several attempts to reach you regarding the complaint to better understand the issue, but each attempt has been unsuccessful. We have worked with ********** to resolve the complaint we received in April and October of 2022. The credit bureau agency has notified us that this is a suppression issue with your credit bureau which is causing the updates to not process correctly. We have made all correcting changes to your membership so that nothing is reported to the credit bureau going forward, that change was made in October 2022.
  
  Currently, your account maintains a balance of $4.96 which is lower than the required $25.00. I am reaching out to see if you would like to continue your relationship with UKFCU or if you would prefer us to close the account and mail you a check for the remaining $4.96.
  
  Please do not hesitate to call if you have any more questions or concerns regarding this complaint and the proposed resolution. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i paid three payment on my truck and they put the pymts toward interst and they keep sending me late pymt notices the worst place to get a loan threw

  

  Business response

  02/23/2023

  The Director of Consumer Lending reached out to the member to discuss the complaint. Member received coupon book stating that his payments could be made monthly. Member thought all interest was upfront (with an early payoff penalty) when I spoke to him I explained that interest is calculated daily. I also explained that all payments (unless principal-only payment ) will be applied and would be subjected to daily interest accumulated since the last payment that was made. After explaining this to the member and offering options I applied the payment to his loan that had a due date of today 2/22/23.

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