ComplaintsforUniversity of Kentucky Federal Credit Union

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Through my checking account at UKFCU, in October 2023 I was charged by a company for a product I didn't order. This, coupled with another charge that I did authorize, resulted in my checking account having a negative balance. UKFCU then charged overdraft fees 27 times resulting in $783 in fees with 10 overdraft fees on amounts of less than $10 so $290 in overdraft fees on $80 charged to my account. I was not notified about any of this until UKFCU finally stopped allowing charges to my account. My account had a negative balance of over $1300. Once the first unauthorized charge was reversed UKFCU did reverse 3 of the overdraft fees. However, I asked for a further reduction in fees given that I still was charged 24 overdraft fees for $696 in one week. I was NEVER notified by UKFCU about my account status - the negative balance or overdraft fees – until the balance was -$1300 and I could not longer make purchases. The first direct notification I received was 10 days later when UKFCU threatened to close my account and send to collections. THEN I received the mail notice of the FIRST overdraft fee charged to my account - two weeks after the first charge and after UKFCU had charged me 27 overdraft fees. I contacted UKFCU asking for a reasonable reduction in overdraft fees - 5 or even 10 instead of 24. They have refused. Today I received a letter verifying my account has been closed and UKFCU is planning to report to me "collection agencies." They are unwilling to work with me. Given the excessive number of overdraft fees charged, with no notification except by mail and not until 2 weeks after charging my account for 27 overdraft fees, I feel this is completely unreasonable. Nearly all facets of the actions taken (or not taken) by UKFCU violate the Overdraft Protection Act of 2021 (H.R. 4277). And as a last note: I do not have the exact dates or exact amounts of charges because UKFCU has closed my account and taken away my access to any of my account information.

  

  Business response

  12/19/2022

  The Director of Operations researched Mr. ******** complaint and previous Reg E disputes that Mr. ****** has completed. Each member of The UKFCU is provided a copy of the account disclosures, including Truth-In-Savings Disclosures that has the Fee Schedule attached. Along with account opening disclosures provided to the member, the Fee Schedule is available on UKFCU’s website. Copies of all notifications that have been sent to Mr. ****** when his account was overdrawn are available upon request, along with any copies of his statements if needed. Each notice states if we paid/returned the item and charged an NSF fee, including the new balance owed on each notification for each transaction.
  
  It is the policy of UKFCU to refund NSF fees when the credit union is at fault for the overdraft. As a one-time courtesy UKFCU may refund NSF fees if they were the result of a fraudulent transaction which Mr. ****** states, UKFCU did refund him 3 NSF fees totaling $87.00 that was caused by an authorized transaction. It is UKFCU’s policy to begin collection processes when a member is overdrawn 30+ calendar days. Once a member reaches 50 calendar days of being overdrawn it is the procedure of the credit union to turn the account over to Chex Systems for collection assistance.
  The Director of Operations has made attempts to contact Mr. ****** with no success. UKFCU would like the opportunity to resolve the issue for Mr. ****** but would need him to return a call. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we have a auto loan no.****, paid in full never late that needs to be ELECTRONIICALLY RE-INSERTED INTO BOTH OF OUR CREDIT REPORTS AND FILES. **** M *****, *********** DOB 08/05/1961 ******* T ***** *********** DOB 02/101963. PLEASE RE-INSERT EQUIFAX AND EXPERIAN TODAY.

  

  Business response

  10/18/2022

  The Director and Supervisor of Consumer Lending have been researching the cause for this issue. Request have been sent to Experian and Equifax to understand why Mr. *****'s credit bureau is reflecting "suppressed" as of October 14, 2022 we have not heard back from the representative. A careful review of Mr. *****'s account has been made and all coding is correct from UKFCU. An attempt was made to contact Mr. *****'s directly to explain the situation and receive some additional information regarding his complaint and UKFCU has not received a call back as of October 14, 2022.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had two loans that I received from the University of Kentucky credit union. One for 1000.00 and the other was 3000.00. I paid both off and was never late. It was to have been reported to the credit bureaus to help build up credit. They have not reported my good payment history. Please let them know that I really need it. ******* **** 6/13/1978

  

  Business response

  08/25/2022

  The Lending Support Services supervisor has made several attempts to reach Ms. ****. UKFCU is needing to see what information Ms. **** has that shows we did not report correctly. The loans were reported correctly from the reports we have pulled from Credit Bureau directly. This documentation has not been provided as of Thursday August 25th, 2022. Also, the credit bureau shows as Frozen for Ms. **** causing issues with us attempting to updated her Credit Bureau. UKFCU is willing to aid Ms. **** with corrective action but needs the member to call ************. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have made numerous calls to them reporting issues with their online banking system. I go in to make payments for my auto loan and I don’t always get email confirmations or are able to view pending payments. Same thing happens with my credit card payments, they don’t always show up when I make them. I had another issue with the same thing last week. I got online ahead of time to make my auto loan payment and had it scheduled for July 22. I got no confirmation email stating as such. I logged on to my account on Friday and it hadn’t posted and there was no record of it pending any where on the site. I looked in and went to my transaction history and nothing was there. I reached out to them on July 22nd at 1pm and spoke to Tamara and she looked at my account, for about 30 mins and she told me she had no record of a pending payment and that to avoid late fees I needed to make a payment. I asked her numerous times if she was sure that nothing was pending because I was scared of it being taken out twice and she said it wouldn’t be drafted twice. I logged on to my personal banking site this morning 7/27, and my account had been over-drafted because they took out two payments. I called UK immediately at 9:08am and ******* answered the phone. I told her the problem and how I had called on Friday and asked again for a manager to contact me about the numerous times I have these issues with the site and no one returned my call. She said that many people have problems with the on line external transfers and she never uses it. She couldn’t tell me exactly what happened, but she would refund the extra payment and would cover any over draft fees I incurred. She told me that over draft fees would be refunded several times during the conversation. After that I asked for a manager (*****) ***** has concluded that it was all my fault, that I didn’t know how to navigate the site, even though I told her it has happened several times and that no over draft fees would be credited to me.

  

  Business response

  08/11/2022

  On Tuesday, August 2nd, our Online Banking Management team reached out to Ms. ******** to discuss her recent complaint. An apology was issued to Ms. ******** for the experience she had at the credit union and offered suggestions on how we can provide a resolution for her. The manager explained to the member that our system is not set up to automatically send notifications after each submission; to receive those alerts, she would need to set those up herself within her online banking. Step-by-step instructions on how to accomplish this were provided to Ms. ********. Additionally, our Member Experience Management team (Call Center) provided an apology for incorrect information given regarding the completion of a duplicate payment with training and then provided it to that team for future questions. On July 27th, a reversal was completed of the loan payment with the funds being placed in her Prime Share (savings) account for the member to withdraw. Ms. ******** withdrew those funds the same day the transaction was reversed. UKFCU then advised Ms. ******** that for UKFCU to refund any overdraft fees she may have incurred at her other financial institution, we would need to see a statement showing the fees that she received so we can reimburse them back to her. As of August 11th, UKFCU has not received the documentation to reimburse the fees. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 14, 2022 I applied for a business credit card from ukfcu. I was contacted later that day and asked if it was for a business or personal credit card. I informed her that it was for a business card. She told me that she would have to pass me on to a business banker and that someone would call me within 24 hours. That did not happen. I called the bank on Monday April 18, 2022 and asked to speak with someone about this. I was told that no one was available. I told them that I was upset that I had not been contacted about the determination of my credit application and reminded them that the fair credit reporting act states that they have 5 calendar days to issue me a determination. I was told that someone would be contacting me that day. That did not happen. On Thursday April 21, 2022 I called back to the bank to find out what was going on. The person that answered looked into it and told me that the application had been cancelled and that someone was to reach out to me and never did. My complaint is that I applied for a credit card, had my application cancelled, and was not notified of a determination or any credit findings within the 5 calendar days. This is also not the first time I have had this particular problem with this bank. I've also had other issues with this bank and their communication in the past. I have had so many issues with this bank that I found it necessary to take all actions that are within my power to shed light on this issue. The actions of this bank are willfully negligent.

  

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/05/04) */ UKFCU received the request for a Commercial credit card on 4/13/22, which was reviewed that day. UKFCU contacted the applicant the same day to let him know UKFCU only accepts online applications for personal credit cards, so the personal credit card request was cancelled and a referral was sent to the Commercial Department. Note: While the referral was sent to the Commercial Department, the member did not actually complete an application for the Commercial Credit Card. Without a completed commercial application, there was no review for a decision or response to give. On 4/21/22, the member contacted UKFCU again and another commercial referral was submitted to the Commercial Department. On 4/26/22, the member came to the Hamburg Branch where one of the branch staff entered another referral and walked the referral to the Commercial Lending Officer's office to let him know that it had not been responded to yet. The same day, the Commercial lender took the referral and attempted to contact the member through email. When no response was received, the lender attempted to call the member the next day (4/27/22). The member did not answer the phone call. The following day (4/28/22), the member returned the phone call stating that he was very busy and would prefer to talk about the credit card the following week. The member also stated he had not put together any of the information UKFCU needed, as listed in the email. At this point, the member appears satisfied with the current level of communication and would like to continue this discussion once he has more time. The complaint has been settled with the member happy to talk to the credit union later.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  WE ARE MEMBERS REGARDING AUTO LOAN 1604852-L0000. ELECTRONICALLY RE-INSERT BACK INTO ALL 4 CREDIT BUREAUS AND ********** LLC NEED A LETTER OF INSERTION BECAUSE OUR CREDIT FILES ARE BLOCK. SEND TO: ******.******@********** ********** LLC *** **** ***** ** CHICAGO, IL 60663

  

  Business response

  05/13/2022

  The Support Service supervisor reached out to TransUnion directly to resolve the issue with the members loan. TransUnion's response is as follows: "A review of the transaction in question was completed, as well as the consumer's file, and can confirm that the suppression message was returned as expected.
  A suppression message is returned when consumer file data is blocked from the response. The reason these files or data cannot be returned can be disclosed to consumers only. Please advise this consumer to engage TransUnion's Consumer Relations department (800.916.8800) for further assistance." We have made attempts to contact the member directly to explain the situation and the required action needed from the member but we have not been successful. Please have the individual reach out to TransUnion directly to resolve the issue.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In March of 2021 My wife and I purchased a vehicle from Dan Cummins of Paris. The vehicle was financed through UK Federal Credit Union and we purchased the GAP coverage along with the warranty. March 2022 we traded the vehicle in and attempted to cancel the GAP coverage on 3/15/2022 as we had done before and received a refund for the GAP payments which we were charged for in the final price of the vehicle but no longer using due to the vehicle trade in. UK and Dan Cummins Finance team both advise us that we signed a paper stating that we could only cancel and get a refund if the GAP was canceled within the first 60 days after purchasing the vehicle that we had financed through them. The vehicle was financed for 72 months so not sure why I would cancel the GAP within the first 60 days of purchase. When we were walked through the purchase and signing of the paperwork we were not informed nor shown anywhere where it stated it had a 60 day clause. It would not make sense to cancel GAP 60 days after we financed the vehicle through them. I'm not sure why this isn't explained by the financing staff with Dan Cummins or the Credit Union.

  

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/03/24) */ After careful review of your loan and the purchase of the GAP coverage that was made on the vehicle, we show that you signed the GAP Waiver Addendum on 1/30/2021. This document shows that UKFCU's GAP coverage is Nonrefundable after 60 days. It states that you agree to pay the GAP Waiver fee in the amount of $749.00 if you provide notice of cancellation after 60 days of the GAP effective date, the GAP waiver fee is nonrefundable. It also states on the signed form that the offer of GAP is governed by the terms of this GAP Waiver Addendum and not by any verbal representation made. We can send the signed form to Mr. Elder if requested.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11.5.2021 Collateral Protection Insurance was placed on my loan, despite me having full coverage. I was never notified that there was an issue. This resulted in late fees and partial payment fees on my account. At the time of this complaint the insurance is $3720.79, resulting in an increase of monthly payments with added late fees. I have contacted UK Federal Credit Union but they seem unable to resolve the issue. I have provided them with Proof of coverage for the dates in question to no avail. I spoke to **** on 3.1.2022, ******* on 2.25.2022 and ***** on 2.22.2022. I have uploaded my Proof of insurance documents to ******** who works in the department that certifies insurance. Acct number is XXXXXXXXXX University of Kentucky Federal Credit Union 1730 Alysheba Way Lexington Kentucky

  

  Business response

  05/16/2022

  Business Response /* (1000, 5, 2022/03/11) */ Mr. ***** worked with our Member Solutions department to provide a current insurance policy. With the updated policy, UKFCU was able to cancel the CPI policy and refund the amount in question. The loan payment has returned to the original amount and because there was no delinquency there was no impact on Mr. *****'s credit report. As of Friday, March 11, 2022, the member's complaint with UKFCU has been corrected. Consumer Response /* (2000, 7, 2022/03/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid off my car loan and the bank has not give me the tittle of the car. When I called the bank they related that they have sent me the title which I still have not got. I just want to get the title of my car. I don't own them anymore.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/03/04) */ The Support Services Manager reached out to Mr. ***** and explained that the titles in Illinois are paper titles and that the Illinois Clerk office typically takes a few weeks to receive. She informed him that we would overnight the title to the correct address that he provided her as soon as we received it. Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The manager informed me that the title will be mailed. I will wait for it. If I don't get it by the end of the month I ll contact them.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Car loan fraud. I was contacted by a representative from ukfcu Bank who related to me that if I refinance my car loan with them they ll provide me a low rate. I went ahead and to do it with them. Few months later I get about $900 added to my loan which they did not disclose it at the beginning when I was refinancing my loan. Another 6 months $1000 and then $900. If I have been paying them every month and no late payments I don't see reason of them charging me that amount. I am not able to get answer why is those charges. Please help me to get answer and expose the bank as fraudulent.

  

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/01/14) */ A representative from UKFCU reached out to the member on 1/12/2021 regarding his complaint. She discussed with the member that he is required to maintain full coverage insurance during the life of his loan on his vehicle. When coverage lapsed, UKFCU forced placed insurance on his vehicle, resulting in an increase in his payment. The member would have received multiple letters in the mail regarding the lack of insurance coverage and the increase in his payment. Our representative offered Mr. ***** the option of providing proof of his full coverage insurance for the time in question to attempt to get him a refund. He declined that offer. Consumer Response /* (3000, 8, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want to expose them. I let them have the money anyone who is speaking for Loan please make sure you don't apply from ukfcu because you will be screwed. Worst bank to deal with. Business Response /* (4000, 10, 2022/01/26) */ Mr. ***** We apologize you were unsatisfied with the member service you received with UKFCU. When your loan was initiated, you signed and agreed to our loan terms, which included carrying full coverage insurance for the life of your loan. We sent several letters to the address we have on file, which matches the address in this complaint. The letters stated full coverage insurance was required; and if we did not receive it in a specific amount of time, we would force place insurance on the collateral. Since the requests went unanswered, we force-placed full coverage insurance onto your loan and increased your payments to pay off the forced insurance. UKFCU offered to reimburse these funds to you if you could provide documentation showing you now have full coverage vehicle insurance; however, you declined the offer. Consumer Response /* (4200, 12, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) When signed the paperworks I never explained to have full coverage. The loan officer just related that if I have insurance and I said yes. I even provided him the insurance I had and he did not related to me that I need full coverage. If he had said so, I sure would change my lender. Make sure that whoever you guys have as loan officers explained people. So if I have been paying for full coverage insurance with you guys and I had accident with my car I would have requested you to fix it.

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