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ComplaintsforCentricity Credit Union
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Complaint Details
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Initial Complaint
10/09/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On august 30th they reported to all 3 credit bureaus that I was 30 days late on one of my loan payments. I have never missed a payment and the guy I deal with there has verified that but refuses to do anything about it. This needs to be reported properly. In the mean time my credit is absolutely destroyed so going elsewhere is going to be pretty difficult. This needs to be fixed so I don't have to hire an attorney and generate more expense I shouldn't have to have. Ever since this place switched from Hermantown Federal it has been a complete dumpster fire. People need to avoid this place and go ANYWHERE else.Business response
11/07/2023
We did our due diligence with this borrower providing several communication reminders by phone, text & e-mail asking the borrower to perfect their insurance and title to avoid payments and rate increases. The borrower did respond to requests but was unable to provide us with adequate proof of full coverage insurance meeting our deductible requirements; therefore, we had to proceed with the assumption that the borrower had a lapse in insurance coverage. It is our practice to add insurance to the loan to protect our collateral, which often results in an increase in the borrower's payment. This is all within the communication that we sent to the borrower. Additionally, we also tried reaching out to the insurance company, but the borrower doesn't have a local agent. When we tried reaching the national insurance company directly, we were unable to get through. Finally, the borrower must make all necessary adjustments to their insurance (deductible changes, changes in coverage, dates of coverage) -we can only call to add ourselves as lienholder. We attempted to contact the borrower to let him know that he needed to make an increased payment, but he did not respond. We do acknowledge that the borrower continued to make payments, just at his original payment amount and not the increased amount. We let him know that if he or his agent could provide us with his policy for the dates we were unable to confirm coverage, his payments would be applied as full payments, and we'd make the necessary reporting adjustments to ensure his credit is restored. Our communication with the borrower spanned between July 7, 2023, to November 2, 2023, and we have a very long, written thread of communication to support that he was aware of what we were asking for. This was an avoidable situation that could have been resolved with appropriate documentation.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.