ComplaintsforCity of Boston Credit Union

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car loan with City of Boston Credit Union. I have had this loan for 4 years and it is current and not delinquent or in default in any way. Three months ago, for the first time, I started receiving letters requesting evidence of insurance coverage. The letter included a link to a website called validatemyinsurance.com. Upon visiting that website, I was asked to upload detailed policy information for my car demonstrating coverage. I uploaded the information and answered all of the questions. I received a message from the website that said that all data uploaded and questions were answered satisfactorily. I maintain full insurance for this car. The next month I received another letter from City of Boston CU. It said that it still had not received my response to insurance coverage. Once again, I visited the website, uploaded the same info and answered the same questions and received the same satisfactory answer. This month, I received a letter that said that City of Boston CU had still not received the info and that they had taken out insurance on my behalf for $1672. I called the Credit Union and they misidentified my insurance on the phone (said I had Geico when I have travelers) and told me the letter was "automatic" and there is nothing they can do. I asked if I could pay off my loan because dealing with their internal control issues was more time consuming than just paying off the loan. They told me that "this is another department and they are not here to help you." I have no other numbers to call. I have complied with all of the letters. My account is in good standing and my car has more than the statutory requirements for insurance. I need them to stop harassing me with these letters threatening to charge me for excess insurance coverage. I am fully covered by my own policies and I do not understand why they are doing this in the last year of *********** loan number is ********* and the car is serial number *****************.

  Customer response

  01/02/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  01/03/2024

  Good afternoon,

  I have reached out to the member and left a voicemail for him to return my call. I have not heard from him. I will call him daily until I get this issue resolved. 

  Once I have an update, I will let you know.

  Thanks,
  

   **********;  

  Customer response

  01/05/2024

  ***** from the credit union and I connected and he was very nice. But he offered no resolution to my questions. He could not explain why any of these harassing messages were sent to me. He could not explain why my attempted compliance with the letters multiple times was not successful. He apologized that I was having a hard time but did not apologize for initiating the process and the opaque relationship that they have with some third party insurance company. Instead he wanted to attempt to help me to get compliance with this suddenly new compliance procedure. This would just take more of my time - needlessly. He could not explain why this was commenced four years into the relationship (with less than 9 mos remaining) and didn't seem to understand that gathering all of this information was time consuming for me and had been done three times already. He didn't seem to see any issue with his vendor sending harassing letters to me (demanding $800+ for no reason). The first operator that I spoke with at the credit union indicated that they had talked internally about this external vendor and were aware of the problem - ***** indicated no knowledge of this which tells me that they are not really communicating with each other. 

  I want to be clear - this is an auto loan that was initiated in 2018, ends this year and where I have not only been in full compliance every day of the loan, but I have prepaid the loan on a regular basis. ***** could not explain why in year 4 of a fully compliant loan they were outsourcing insurance verification to a third party and why it was ok for that party to send me letters on the credit union's letterhead indicating that my loan was in default, that they had unilaterally obtained insurance on behalf without my consent and why my efforts to comply with this confusing request at the end of the loan was even required. I remain dissatisfied. This is how you treat complying members and loan recipients???

  My request is that they waive this insurance nonsense and allow me to continue to pay down the loan which ends this year. 

   

   

  

  Business response

  01/14/2024

  Hi, this is *********************** from the City of Boston. Credit Union. Complaint number ******** I just want to let you know that I did speak to the member you see from the transparent. But I also want to let you know I contacted the member about the account and tried to explain the first place auto loan process to him. I apologize to **************** for the poor customer service he received at the *********************************************. The ************** C Union does not appreciate. This does appreciate ************** as being a long term member with the Credit Union. I did not receive any other complaints about our insurance tracking vendor I have since had a meeting with all of our employees to confirm that we were any issues with our insurance tracking vendor, which what we have done with us, which we have with us for 9 years. I explained to ************** that force way insurance was not placed on his auto loan by the credit unit and he continued to make regular monthly Payments until the loan is paid off with the credit union **************** requested, I send a payoff letter, and that letter was emailed to him on January 4th ****, so ************** has not had any insurance.

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