ComplaintsforAscension Credit Union

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was using the bill pay feature to pay a monthly bill that drafted on the 21st of each month. Ascension Credit Union charged me $4.95 for the use of this feature. It was my understanding that the charge was if the bill pay feature was turned on and you were not using it. However, I have since closed the account and asked for a refund because I did use the bill pay. When I closed my account, I was told that I could not get a refund because the fee was for the use of the bill pay. I have since learned that I was correct and that the bill pay charge is for NOT using the feature. I emailed member services on Monday, 10/17/22 and have yet to receive a response. I've been told conflicting information on how the $4.95 fee is assessed by various employees. Below is a screen shot of their website that says $4.95 is assessed to accounts inactive for 30 days or more. Bill Pay HASSLE FREE AND WORRY FREE + Hassle FREE and Worry FREE All you need is access to Online Banking. You control the payments, the amounts, and the dates the bills are paid. It’s safe, secure, fast and convenient. • Pay anyone you want when you want • Set up recurring payments as frequently as you need • Schedule payments in advance • Unlimited bill payments each month ENROLL *Please remember, before you can enroll in Online Bill Pay, you must first be enrolled in Online Banking. $4.95 assessed to accounts inactive for 30 days or more

  Business response

  10/31/2022

  We reviewed the complaint against us.  We have decided to settle the claim and send the member a refund of the fee.  However, in reviewing her account we determined she was not using our Bill Pay but the Bill Pay of the merchants she was paying.  Hopefully, we have cleared this up to her and the BBB of South-Central Louisiana's satisfaction.  We always try to be fair and help our members achieve their financial goals.  Please let us know if we need do anything else to clear this complaint.

  Sincerely,

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

  Customer response

  11/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18297418, and find that this resolution is satisfactory to me.
  

  However, I would like to inform them that I in fact did set up the bill to be paid through Ascension Credit Union online portal under the Bill Pay feature. I followed all prompts on the ACU website to pay the bill to Neighbors Federal. Now, how they chose to execute that transaction monthly is an IT issue on their end and perhaps they should look into that. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have been having issues with fraud on acct since July went into credit Union on multiple occasions to close acts after fraud Ms ******** told us that we were unable to close acct because of loans we begged for them to change acct numbers said they could only change suffix to 072 that if something came through on 100 it would be rejected that didn't happen fraud took place again in October went in to close acct new reason was we had open loans we could not close acct we paid out all loans and took all money but $20 then fraud took place again on nov 16 for $368.09 on the 100 acct that should have been closed the credit Union allied the transactions to come throw on the new acct 072 after knowing it was fraud they refunded the first 2 fraud attempts and was aware that the account number XXX-XX had been compromised but continued to give us reasons why account could not be closed and blame us for giving out account information. We have banked with this financial institution over 15 years and in the past year we have had more fraud on our acct than ever and we are the ones getting blamed for it. We entrusted the words that were spoken by their employees and we entrusted our money to them and it seems like they have made it easy for anyone to send something through I would like them to refund the fraud and close the acct we have been dealing with this for months and we just want to move on we don't want this to affect us in anyway we went to the financial institution on multiple occasions and we called on multiple occasions speaking with Ms ****** and Ms ***** Ms ******** was the person whom opened the new account and ordered the new checks yet with all that's happened she has not been available to assist in anyway

  Business response

  02/03/2022

  Business Response /* (1000, 18, 2022/01/31) */ Contact Name and Title: ******** ******* Contact Phone: XXXXXXXXXX ext 278 Contact Email: ********@ascensioncu.org In order to keep member information confidential, the most that we can disclose is the matter was taken care of the best of the Credit Unions abilty Consumer Response /* (3000, 20, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one at the credit Union would call back or help when I did talk to someone they blamed me for giving me account information out when on the first fraud attempt they were suppose to close account but they gave me the same account number with a different suffix. This company did not in anyway try to resolve this problem. I myself paid the fraud amount and they finally closed the account. If people want to keep their money safe from fraud this is not the place for them. I had been being told by other members here that this happened to them and they moved to another credit Union. I didn't believe it until it happened to me. I would not recommend this credit Union to anyone when you have a problem everyone there blames the next person and hide behind their desks and titles.

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