Complaints

This profile includes complaints for Genisys Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Genisys Credit Union has 28 locations, listed below.

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  Genisys Credit Union

  PO Box 436034 Pontiac, MI 48343-6034

• 

  Genisys Credit Union

  7357 Deer Lake Road Clarkston, MI 48346-1214

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  Genisys Credit Union

  207 Huron Blvd. Marysville, MI 48040-1423

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  Genisys Credit Union

  120 S Washington St Oxford, MI 48371-4975

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  Genisys Credit Union

  55 West Avon Road Rochester Hills, MI 48307-2700

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:06/02/2023

  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.

  I am writing to file a complaint against Genisys CU regarding their handling of overdraft fees and the misleading nature of their courtesy pay policy. Despite my attempts to resolve these issues directly with the bank, I have not received a satisfactory resolution, prompting me to seek assistance from your organization.I have been in contact with Genisys CU customer service regarding the overdraft fees charged to my account. During these conversations, I spoke with the same representative on multiple occasions. While they acknowledged the issue, they only removed four of the unjust overdraft fees, leaving the remaining fees intact. Furthermore, I was informed that the bank is unable to disable the courtesy pay feature, which has added to the overall frustration and financial burden.I believe that Genisys CU has not adequately addressed my concerns or provided a fair resolution. Therefore, I am seeking your intervention to help resolve this matter in a just and timely manner.I kindly request the following actions from the Better Business Bureau:Initiate an investigation into the handling of overdraft fees by Genisys CU, particularly the partial removal of fees despite clear evidence of their unjustified nature.Evaluate the accuracy and transparency of the courtesy pay policy of Genisys CU, including their representation of the feature and the bank's refusal to disable it.Advocate for a comprehensive resolution that includes the removal of all unjust overdraft fees and an adjustment to the courtesy pay policy to provide customers with accessible options.I have attached relevant documentation, including bank statements and records of my conversations with Genisys CU customer service, to support my complaint. These documents demonstrate the ongoing issues and the bank's failure to address them satisfactorily.

  Business Response

  Date: 06/14/2023

  The Credit Union reached out to this Member to discuss her concerns regarding her deposit account.  After some discussion, the parties reached a satisfactory resolution for the member.  .

• Initial Complaint

  Date:10/01/2022

  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 used Credit Karma's website to search for auto loan refinance lenders. Credit Karma's website listed Genisys as a preferred lender. I elected to move forward with an auto refinance with Genisys. I received emails from Genisys and even received a phone call for employment history, income, etc. The credit union does not send any emails (aside from the initial quote). I received only an introductory packet in the mail, with a guide to set up banking information. I went to their online portal to enter my banking information & hit save. Their online portal only lists the current loan payment amount. This credit union is in ******** and they do not have any physical stores in *******. There is no feature or button that would allow a consumer to create an online auto debit payment. The portal only allows me to enter my bank routing and check image information to just save it. It doesn't feature any button to make a payment. The fact that I submitted my banking information alluded that they were in possession of it and debiting payments. Furthermore, I would receive paper statements that only showed the current monthly loan due, not any past due balance. Two months into this new loan account and the credit union submitted an order for repossession. I never received a letter of demand or a letter prior to the repossession, nor was I contacted to settle the balance. I have called Genisys numerous times & received contradictory information. The representatives have never provided me a detailed breakdown of the balance. A different representative told me to go to Mid ******* credit union in-person to make a payment for the outstanding balance, as they were the credit union associated with Genisys. Mid ******* Credit Union said they couldn't receive a payment to apply to my account that I need to open a new account to issue a wire. Meanwhile, ******* was impacted by Hurricane ***. This lender operates in a misleading, deceitful manner, lacks transparency & is predatory.

  Business Response

  Date: 10/07/2022

  
  October 7, 2022
  
  Better Business Bureau of ******* and ********************************* ********************************************************************************************: BBB Case Assigned ID #********

   

  Consumer Name: ***************************
  

  To whom it may concern,
  

  The Credit Union has reviewed this matter and we are sorry to hear that **************** feels she received contradictory information during her conversations with our team.  After the loan was funded, a welcome letter was sent to ****************, which included information on how to set up automatic payments. The welcome letter also included our contact information in case **************** had any questions about her loan or payments. 

  
  The Credit Union reached out to **************** when her loan became past due. After an initial conversation with her, our team made multiple additional attempts to contact **************** about the past due amounts, but these attempts were not answered. In late September, **************** contacted the Credit Union to get a full breakdown of what was past due and owing. In early October, **************** brought her loan current with the Credit Union.  
  Please let me know if you need additional information or have any questions.
  
  
  
  ***********************
  Vice President of Lending
  Genisys Credit Union
  **********************************
  **********************
  

  
  

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased a vehicle in February of 2021 with my mother ******************************************. This is her car we are both on registration and title. When the loan was taken ***** provided proof of Insurance and *** is the only person on the loan this was know up front and was not an issue until March of this year when we received notifcation to provide proof of insurance which we did. the notice stated we needed proof of collosion which has been on the vehicle since day 1 nothing has changed. Even though proof was provided Genisys purchased insurance and added **** to the loan account and now have stated both names have to be on the insurance, first time hearing that but, called the agent and combined the insurance. I have email, the letter all available to submit. Now I am being told I cannot have the ****. returned. I have done everything they have said/asked for, have never had a lapse in insurance and have been passed back and for the between the branch and the insurance service center and refusing to return my money wrongfully added. If this was a requirement then the loan should have never been processed and this would have never happened.

  Business Response

  Date: 08/29/2022

  The Credit Union reached out to the member to discuss the situation.  The parties worked out the member's concerns to a satisfactory resolution. 

  Customer Answer

  Date: 08/30/2022

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  **************************

• Initial Complaint

  Date:07/14/2022

  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.

  I have an account with Genisys Credit Union, Member number ******* I have a debit card and was charged $28.00 X 18 times = $504 from May7,2022 to June 9, 2022.I was never notified about any charges until they closed the account and was told I received E-mails for all over drawn transactions. I know I would of taken care of this issue if I did receive e-mails.The main issues is it is a DEBIT CARD , and I figured when run out of money on my Debit Card you can't use it because there is no money in the account.I did charge $162.26 on the card and I'm willing to pay that amount. Note- The 18 charges of $28.00 were for purchases of around $5.00

  Business Response

  Date: 07/23/2022

  The Credit Union reached out to the member to discuss the situation.  The parties were able to work out the member's concerns to a satisfactory resolution.