ComplaintsforPoint Breeze Credit Union

• Initial Complaint

  05/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called PFCU to inquire about a pending charge and to see why my direct deposit; which is typically released the Monday prior to my scheduled payday was still not available (most banks release direct deposits early, it's not a privilege)! I spoke to several PBCU employees, including a call center supervisor Christine and Manager Deanna Weatherstein to inquire about my concerns. I asked Deanna if they could release my direct deposit as they typically do on Mondays to avoid an overdraft fee for a pending charge. I also offered her a comparable by explaining to her that Navy Federal Credit Union has the capability to release my direct deposit outside of their scheduled batch times. Deanna responded, "if you are unhappy with us, why aren't you with Navy Federal!" I had her repeat her comment to make sure I heard her correctly. I have been PBCU member since 2013! Regardless if I've been a member for 9 years or 2 months , it was extremely rude, unprofessional and inconsiderate of your Manager to address me in that manner. The expectation is that you value all of your customers , not just the ones with hundreds of thousands of dollars in their accounts. Yes I was unhappy, I am going through a very stressful financial situation and was simply trying to get some assistance to try to lighten that burden. The last thing I needed to deal with is someone in a leadership position who is insensitive and who basically told me if you don't like it leave! Similar to "if you don't like this country leave!", which is a fail safe comment used by people who lack the capacity to deal with issues that don't directly affect them. Surely Deanna cannot be indicative of the values that I assumed PBCU held dear. I'm appalled! I do have account with NFCU. My mortgage, car note, and credit card is with them. In all of my years with them, I have NEVER had a customer service experience like this. You need to do better!

  Business response

  06/29/2022

  Business Response /* (1000, 14, 2022/06/29) */ Point Breeze Credit Union adheres to the National Automated Clearing House Association (NACHA) operating rules governing ACH. Once Point Breeze Credit Union receives a file, as a courtesy and convenience to our members, we choose to post ACH credits up to 2 days earlier than the Effective Entry Date. The credit union however, is unable to post ACH transactions if we have not yet received that file containing the deposit details from the Federal Reserve.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They added courtesy pay to the account without my permission. So they paid my liberty mutual payment and gave me a fee. I went into the rosedale branch (its the closest to my home) they stated that my account now has courtesy pay. and told me to sign a document agreeing to it. I told them I never requested courtesy pay. And for as long as I have been a member Point Breeze has ALWAYS told me that due to previous credit issues, numerous negatives on the account and my bankruptcy over a year ago i did not qualify for any overdraft protection, courtesy pay, loans nothing. So i asked why is it on my account now and was told it just is and i needed to sign a document i refused and ask the rep to remove it from my account. She got smart again so i left before i made a scene. Another charge came into the account they returned it so i assumed they removed the courtesy pay as i request. They continue to charge me fees totaling over $200 After that they returned

  Business response

  09/24/2021

  Business Response /* (1000, 8, 2021/08/19) */ Point Breeze Credit Union makes every effort to work with its members to resolve issues as well as educate them on best practices of handling their accounts to ensure they do not experience reoccurring issues. The Credit Union's Courtesy Payment Service (Courtesy Pay as referenced) assists members by providing the convenience of paying transactions that would normally be returned due to an overdraft in their checking account. The overdraft fee is still assessed; however, the member will not incur fees, interest or litigation costs that would typically be charged by the merchant or payee for an item returned unpaid. The Courtesy Payment Service is not a credit product and does not require a credit application; therefore, members do not sign anything to receive the service. All this information was included in the Account Agreement which was presented at the time the membership was opened. If a member wishes to remove the Courtesy Payment Services, we ask them to write a letter and we do not accept verbal requests. Once the Courtesy Payment Service is removed and an item is presented on an account that does not have sufficient funds, the account will receive an overdraft fee and the item is returned. Consumer Response /* (3000, 10, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not what i was told. I was told courtesy pay and overdraft protection was something i did not qualify for. Like i previously told pbcu i will pay the liberty mutual payment they paid but i should not have to pay those other fees. I called them and went to their unprofessional rosedale branch and asked them to remove it from the account they did not. And they know they are wrong which is why they didnt speak on the location in this response. Judging from the ****** reviews and my experience im starting to believe that the rosedale location truly have an issue with *****************. They need to offer whatever training they gave to their other locations to that one and maybe they will have less frustrated customers

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