Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Intandum Credit Union formerly **** County Credit Union, has a malicious overdraft fee practice. I have a Fresh Start Checking, not eligible for overdraft, but yet a declined Debit Card Purchase caused me to be Charged a 30 overdraft fee.

• Initial Complaint

  Date:11/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting people telling me my Domain name is going to expire and i need to renew it right away. I don't even use these people. When I look up my domain name it is not expiring for years to come. Please get these scammers to stop mailing me with these false claims.

  Business Response

  Date: 12/08/2022

  Intandem Credit Union (fka Kent County Credit Union) has never contacted the complainant about their domain name, nor would we have any reason to do so. We operated two branches in the Greater ***************** but have no business interest in domain names. I have attempted to reach the complainant by phone in order to better understand why the complaint was filed. We can only assume this is a misunderstanding or possible fraudulent activity on someone else's behalf who is using our name without our knowledge. We hope to hear from the complainant soon so we can clear it up.

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please note that this is a complaint about Intandem Credit Union, formerly known as Kent County Credit Union.On Wednesday, ****, I discovered a fraudulent charge to my checking account: $100, charged by StubHub. I contacted the bank, and was advised that the charge could not be disputed, as it was still pending (this despite the fact that the charge was impacting my available balance, soon resulting in overdraft fees).I contacted the merchant. A representative confirmed that my StubHub account had no current debit cards linked to it; thus, I hadnt made the charge. I was told I would hear from StubHub no later than Friday.Not having heard back from StubHub, I contacted the credit union by phone on ****. I was denied my request to begin a dispute. I was told I had to call ******* again and ask for a manager. When I asked if the credit union wasnt obligated to begin my dispute on the date of first contact regarding the issue, I was told no and that there was plenty of time to investigate. My request for a dispute via the credit union was denied.I contacted ******* again on ****, and was told that case notes from my prior call existed detailing my earlier call. ******* confirmed that no one had attempted to call me with an update, but said I should hear back within five business days.Rather than make me continue to wait for resolution, I ask that the credit union dispute my charge as requested and refund any overdraft fees that resulted from the temporarily lower balance.

  Business Response

  Date: 09/15/2022

  We discussed the conversations that our employees had with this cardholder. Our employee believed that the cardholder was experiencing a dispute with *******, not fraud. A dispute is when a cardholder disputes the amount of a charge or the services received but doesnt dispute doing business with the merchant. Because the cardholder told our employee that he had purchased from StubHub before, she misunderstood it to be a dispute and asked the cardholder to attempt to resolve the issue with the merchant. Once we knew that our cardholder did not use their card with StubHub and it was a fraud situation, we should have moved forward with the dispute. However, the credit union has 10 business days from notification of fraud to either give conditional credit or deny the claim. On August 23, we spoke to the cardholder again, and once we became clear that it was a fraud situation, gave him conditional credit for the charge and also refunded his fees, which is our usual process. We apologize for our misunderstanding and inconvenience to the cardholder. We have used this as a training exercise to better prepare our employees for future discussions regarding similar issues and believe this matter to be resolved.

   

  Thank you,

   

  ***************************;CUHRCP, BSACS