ComplaintsforWillis-Knighton Federal Credit Union

• Initial Complaint

  09/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been with this credit union for several years and has never had an NSF. The Credit Union have unprofessional staff that talks to customers rude and with lack of knowledge. They do not even try to understand the customer's concerns/complaints. On today I had the privilege of speaking with a worker who then put her branch manager on the line. Instead of them trying to understand my concerns they just kept being sarcastic with their insults. I have a constant direct deposit from Willis Knighton that was pending on 9/14 that was made available on 9/15. The credit union declined to pay a known electronic transaction. To my understanding that's the point of overdraft protection (Again I have never had an NSF before). The staff confirmed that yes they saw the constant direct deposit pending but still declined due to not enough being actually available in my accounts. The Branch manager then Informed me that Their overdraft protection consist of transferring money from my savings to my checking at a fee to cover overdraft. That's not overdraft protection! That's simply moving my funds amongst my accounts. However, even as a one time courtesy they never offered to waive the $39.50 charge for the NSF (Even though I've never had an NSF before). Fast forward I went to the bank to remove my funds due to the poor customer service, and inside was Temp no service so I had to use drive thru. Now, I couldn't completely close my accounts because that NSF will be getting ran again so I will have to close after that completes. I made contact with a Teller that wasn't the Teller or Branch manager I spoke with over the phone. Once I retrieved my withdrawal transaction the rude teller or branch manager I spoke with over the phone sarcastically came on the intercom to scream have a nice day Ms ***** (Yes I know when someone is being sarcastic and that's exactly what she did). She could care less if customers close out their accounts she's just in the business for laughter.

  Business response

  10/18/2022

  Business Response /* (1000, 5, 2022/10/03) */ Ms. ***** initiated an electronic payment to be drafted from her account. When the electronic payment was presented for payment, funds were not available in her account to pay the item. The Credit Union offers an overdraft protection program where funds are transferred from your savings account if funds are available to your checking account to clear items for a small fee. The Credit Union does not offer and has never offered an overdraft privilege program where items are cleared even if funds are not available causing a member's account to go negative. Therefore, when this item tried to clear and funds were not available the item was returned and Ms. ***** was charged an NSF fee. When Ms. ***** called, all of this was explained to her in a professional manner. Then, Ms. ***** did come to the Credit Union to make a withdrawal. She did not mention anything about closing the account at that time. Again, our staff handled her transaction in a professional manner. The Credit Union was founded on the philosophy of people helping people and we certainly operate on that principle on a daily basis. We do however have policy, procedures, and regulations to follow. Our staff including our Branch Manager did their best to explain this to Ms. ***** when she called to inquire about her account. Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My concerns was not addressed in this response. Once again their professional is and has been an ongoing issue and needs to be addressed. I will be taking further steps with FTC to make sure customers will be treated fair and with the upmost respect. After all we are the ones keeping those rude people employed. GOOGLE reviews and other sites actually shows the same complaint from numerous of customers over the years. The CEO needs to take a SERIOUS look. As stated in my original email I did speak to the Rep and will be CLOSING this account once my prior ach accounts have been updated to no longer use that account.

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