Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DEAR HANSCOM FEDERAL CREDIT UNION; Cease all methods of communications and collections on this account. I demand that this be deleted from my credit report effective today as I do not recognized this account, no knowledge and no prior contractual obligations with this company. You violated my rights rights under 15 USC codes sections 1692 d, e f g of FCRA/*****. Remove from my credit report. You violated 1692d of the ***** by engaging in conduct that the natural consequences of which was to harass, oppress, and abuse client in connection with the collection of an alleged debt and the collection letter you sent me which contains veiled and empty threats of legal action;You violated 1692e of the ***** by its use of any false, deceptive, or misleading representation or means in connection with the collection of any debt when you engaged in, at least, the following discrete violations of 1692e;You violated 1692e(2)(A) of the ***** with its false representation of the character, amount, or legal status of any debt and the collection letter you sent me which contains veiled threats of legal action against me, the client;You violated 1692e(5) of the ***** by its threat to take any action that cannot legally be taken or that is not intended to be taken when you sent me the collection letter contains veiled threats of legal action against me, the client;You violated 1692g(b) of the ***** by engaging in collection activities that overshadowed or was inconsistent with the disclosure of the consumers right to dispute the debt with the language it used in the Collection Letter; andYou violated 1692f of the ***** by its use of unfair or unconscionable means to collect or attempt to collect any debt when you engaged in all of the misconduct alleged herein. I demand an immediate deletion of this account from all ********************** reporting agency.
Business response
07/03/2024
We have reviewed your complaint regarding an account that we are reporting on your credit bureau profile. As the account in question is currently delinquent and with a debt collection attorney, a detailed response letter containing personal information and multiple documents validating the debt has been sent to you via electronic transmission as of June 18, 2024. Any questions regarding the documentation can be addressed to Law Offices of ******** & *****.
Initial Complaint
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On December 29, 2023, upon returning from the holidays, a payment was made for an auto loan. This payment was made on a normal business day (Friday) at 11:45 AM. The payment was not processed until January 2, 2024. HFCU has given no explanation for this. Phone calls and credit disputes have been met with HFCU stating the payment was made on 1/2/2024. This represents willful/negligent/incorrect information on my credit report. Despite their repeated contention that it was paid late, no late fee was ever assessed.Business response
05/28/2024
HFCU did not receive the December 2023 loan payment, due by 12/1/23, until 1/2/24. At that time, the account was 32 days past due. HFCU sent out three past due letters at 7-days past due on 12/8/23, 21-days past due on 12/22/23, and 30-days past due on 12/31/23.
The payment was scheduled online by the member on Friday 12/29/23. When making a payment online members are advised that processing time and posting to the account may take 1-2 business days. The loan payment was posted on the next business day, Tuesday 1/2/2024 as Monday was an observed holiday (New Years day).We have reviewed this account and find the ********************** bureau reporting to be accurate.
Customer response
05/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I did receive the notifications when we returned, which is why the payment was submitted that day.
At no point did HFCU indicate there would be a four day delay in the processing of this payment. I have attached the payment confirmation from their website, which contains no such information. Had that been the case, I could have easily driven to a branch and made the payment in person.
My credit report is an indication of when I MADE a payment, not when the financial institution processed it. If this is the case, HFCU can delay the process arbitrarily to their benefit with regard to assessment of creditworthiness. This is a completely unreasonable, unfair and illegal business practice. As I no longer trust HFCU with credit reporting on my behalf, I have paid the remaining balance in full.
Their 'belief' that the report is accurate is inconsistent with the facts, which we will be sharing with our respective union membership.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
06/05/2024
We apologize for any miscommunication, however, this screen shot illustrates the disclaimer that for loan payments made from external accounts the date selected is the processing date. The payment will debit and credit the NEXT business day after the processing date. The payment initiated on Friday December 29th was credited to the loan on the next business day, Tuesday January 3rd.Initial Complaint
01/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/30/23 I noticed that an ** of $30 charged to my account. I emailed HFCU through their online portal asking why they would have charged me this overdraft penalty. On 12/1/23 I received a response stating that they could not find where they had charged me this $30 ** fee.On 12/6/23 I respond to their email and tell them to look under my statements and they will see the $30 overdraft charge. I also alert them I am waiting to see if my Barclays CC will be charging any penalty due to HFCU not covering the monthly CC payment.On 12/7/2023 they respond saying they found the ** charge of $30 and have refunded this amount to my account.On 1/1/2024 I email HFCU that Barclays has indeed charged int of $***** that had been posted to my CC account on 12/3/2023. I said I expected these monies returned to my account seeing as HFCU caused the entire issue.On 1/4/2024 HFCU responded "We are unable to refund the *****. We can only refund fees that we charged".On 1/6/2024 I emailed HFCU "HFCU. Caused the late fee to be charged. It needs to be refunded to my account as it was no fault of mine".Dead Silence from HFCU!On 1/11/2024 I email: I wrote "Good Morning,It feels strange to be ghosted by my bank, but that is what you've done.In short, I am due a refund of $*****. This is the interest charged to me by Barclays because the payment was late.The payment was late because HFCU rejected the payment on 11/28 saying there was insufficient funds. There was not, which is why the $30 ** Fee was refunded to me. If you read through the messages it makes perfect sense.Please refund the $*****, respond to me and have someone call me by Tuesday, 1/16/24. This shouldn't be this difficult since you admit that HFCU is at fault and we had the money to pay the bill on 11/28/23."1/1/24 HFCU says send CC charges to HFCU and they will refund the $*****. I send them a copy of a Barclays statement.I have heard nothing since, after writing to them on 1/11 and 1/16/24.Business response
01/26/2024
We regret that **************** was charged interest on his ******* credit card due to his initial payment being returned by HFCU. We have reviewed the incident and processed a refund of the interest charged due to late payment in the amount of $94.09. We spoke with **************** on 1/24/2024 to confirm receipt of the refund to his account with us. We appreciate the notification of this issue and will review the matter with appropriate staff.Customer response
01/27/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
01/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to formally file a complaint against Hanscom Federal Credit Union (Hanscom FCU) regarding an issue that has recently come to my attention, causing significant distress and concern regarding my credit report. I trust that the Better Business Bureau will diligently investigate this matter and assist in resolving the dispute.On 1/05/2024 I discovered that Hanscom Federal Credit Union has reported a charge-off of $2460 on my credit report. To my utter surprise, I have no knowledge of any such transaction or debt with Hanscom FCU, and this unanticipated entry has adversely affected my creditworthiness.I am bringing this matter to your attention due to the following concerns:Hanscom FCU Account Amount $2460 Account Number ********** Account Status Charge Off Open Date Jul 28, 2020 Verification of Debt under Metro 2 Guidelines: I request a thorough investigation into the legitimacy of the $2460 charge-off claimed by Hanscom FCU, adhering to the guidelines outlined in the Metro 2 format for credit reporting. As per these guidelines, it is imperative to ensure accurate and fair reporting of consumer credit information.I kindly request that Hanscom FCU immediately cease any collection activities related to this disputed charge-off until the matter is fully investigated and resolved.Credit Report Correction under 15 USC ****i: Pursuant to my rights under 15 USC ****i, I request assistance in ensuring the prompt removal of this erroneous charge-off entry from my credit report, as it is unjustly affecting my creditworthiness.I have attached copies of any relevant documentation, including the credit report entry, as evidence to support my claim. I believe that my rights under the Fair Credit Reporting Act (FCRA) and 15 USC ****i should be upheld, and I am confident that the Better Business Bureau can facilitate a fair resolution.Thank you for your time and consideration.*********,Business response
01/25/2024
The charge-off referenced in this complaint were disclosed to the member. Further action is pending input from our attorney, who is reviewing all of the filed related to the charged off account.Customer response
01/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Roldy
Initial Complaint
09/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Account Name: ******************************************* CR UN Amount: $19125. Date Opened: 10/17/2022Account # **********Please remove the fraud Account from my ********************** Report does not relate to any transactions that I have made.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 USC 168i(15) the credit bureaus have to modify or delete account that are not reporting accurately. According to 15 USC ****b(1) the credit bureaus dont have no written permission According to 15 USC **** have the right to privacy According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .(B) Reporting information after notice and confirmation of errors According to 15 USC **** I have the right to privacy According to 15 USC ****s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.(B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. The credit bureaus have no respect for the laws.Someone needs to hold them accountable for this.Business response
10/10/2023
As of 10/10/2023 all of the loan accounts that were opened fraudulently have been removed from Mr. ******** credit report. Please contact Hanscom FCU's ********************** for additional information or follow-up - ************.Initial Complaint
09/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I paid off my loan and was charged fees for over 2 years on a balance left in the account. Reading the other complaints, it looks as though others had the same issue. I was not aware that I was being charged a 6 dollar a month fee for the last 2 years. I paid my loan in full back then and did not have any notice that I had a positive balance. I would have immediately taken my money out. I calculated that I should be returned 455.08.I spoke to someone today and they reluctantly refunded me one year of fees.I would have absolutely taken my money out of here if I had know about the fee and that I had a balance. The person I spoke to was polite and reluctantly got me 12 months of fees reversed.This practice seems very sneaky. Where were my notices every month when I thought I had a 0 balance due to paying my loan off. Is this common practice? I feel I was not given the information in a proper way. I am sure somewhere in the contract it says something vague about this fee. If my payment had ever been late I am sure I would have gotten MANY notices about it. But it takes close to 3 years to get a letter in the mail telling me due to MA law my account is going to be sent to abandon property unless I respond. Why wasn't I notified I had a balance left after paying my loan in full early? Really seems like a scam to get more money out of good people who pay off their bills on time or early.Customer response
09/21/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:The company did not contact me directly but they did send me a check for the full amount of money I had in the account. They reversed all of the fees. I am satisfied with this and it can be shown as resolved.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************************Initial Complaint
07/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This bank randomly sent me letter and charged me $2.19 for inactivity fee from the account of loan I paid off 5 years ago . I did not do any business with them since 2019, n had no balance left ( paid off). How can they have the audacity to charge someone for not doing business with them.????Business response
07/13/2023
As is the case with all credit unions, in order to receive a loan from Hanscom FCU an applicant must become a member and fund a share account. ************ funded this account when he closed his loan with one of our dealer partners.This share account is subject to an inactivity fee, which is disclosed in the Hanscom FCU fee schedule that all members receive when their account is opened. In order to be considered "inactive" the membership must not have any transaction activity nor any active loans with us for a period of 1year. This fee is reported as required by regulation on quarterly statements with an transaction description encouraging members to call the credit union to activate their account or take other action.
Upon receipt of this complaint, our call center contacted ************ and subsequently rebated all fees.
Initial Complaint
04/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My member number is **********. I have a ************* heat loan with **** starting 2019/9/30. The total balance was $5,100 when started with a fixed monthly payment of $90. I setup autopay and have been paying the loan on time every month. As of Nov 2021 the remaining balance was $2,760. However, the **** updated their system and stopped taking money from my checking account. I have more than enough money in my checking account ALL the time. They never send an email or text to me about the system update, or call me until late Mar 2022. They only tried to call me but I never answer unknown calls due to excessive spam. I am not aware of the situation until Apr 2022 when my chase credit monitoring system informed me about a delinquency submitted by ****. My credit score got negatively affected due to ****'s inability to update the system correctly. On Apr 3, 2022 I submitted a payment to paid off all my remaining balance and will no longer do business with ****. I request **** to reverse the credit report so I don't have to take further legal actions.Business response
04/07/2022
In December 2021, Hanscom FCU converted our prior online payment system to an integrated system within our online banking platform. While ************ received proactive communication beforehand about the change and his account information was converted over, the scheduled payment instructions did not correctly convert.
Upon receipt of this complaint, a member of our online access team reached out to ************ to work through the issue. ************ has since paid off his loan and, as requested, we have submitted a correction to credit reporting agencies to remove the late payment.
Initial Complaint
11/09/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Im a victim of identity theft at this Credit Union I notified this Credit Union via Certified Mail that I was incarcerated and did not take a loan out and I mailed proof of my incarceration. This credit union to contact me and resolve this matter.Business response
11/29/2021
Our collections team has contacted this member relayed to this identity theft claim and is actively working with this member.
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.