ComplaintsforSouthPoint Financial Credit Union

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I use Bill pay through the SouthPoint Federal credit Union website every month to pay my rent this month the company they use sent out a cashiers check instead of the regular money order type check and it attempted to pull money out that I didnt agree to having pulled out. I wasnt aware would be pulled out and wasnt consistent with what is regularly my routine for paying rent is. SouthPoint is refusing to remove or reverse overdraft fees for the incident because their manager was wrong about the situation and extremely unprofessional. So theyre basically just being unfair for their own egotistical reasons instead of being reasonable and taking responsibility for a service provided through their website, not being consistent there was no way for me to be able to tell that cashiers check would be sent out nor did I agree to have those funds pulled from my account.

  Business response

  11/14/2023

  Our Digital Experience Manager ******************************* has left voicemails for ******** to talk through the online Bill **** Upon review of the complaint the process of bill pay is initiated on the consumers online bill pay. The payee, the amount, and date that it is to be paid is input by the person that has logged into that account. If there are not enough funds in the account when it was set to be paid by the member, it can result in an insufficient funds fee. The agreement to be paid is initiated on online or mobile banking and when submitted is an agreement to have that paid. Unless they go in and cancel in time, it will go out to the payee that is designated.

   

  Thanks,

   

  ****

  ---------------------------- JoelHeitner DirectorofMemberService , NMLS-957871 D: ************ P: ************ F: ************ E: ************************************************** This e-mail and any attachment contains information which is private and confidential. It is intended for the addressee only. If you are not an addressee, you are not authorized to read, copy, or use the e-mail or any attachment. If you have received this e-mail in error, please notify the sender by return e-mail and then delete it. ----------------------------

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against *********** Financial Credit Union in relation to a distressing incident involving their representative, ******, on August 22, 2023. This encounter highlights concerns about the credit union's integrity and customer service.As a first-time customer inquiring about an auto loan, I reached out to *********** Financial Credit Union. However, my interaction with ****** was disappointing. ****** insisted that I open an account before proceeding with the loan application. Despite my clear communication that I would not agree to a hard inquiry, ****** assured me the credit check would be a soft inquiry, with no impact on my credit score. Based on this, I unfroze my credit for the application.Unfortunately, ******'s assurance was incorrect. Immediately after our call, I received notifications indicating *********** Financial Credit Union conducted a hard inquiry, causing a significant drop in my credit score, affecting my auto loan prospects.When I addressed this with ******, he was dismissive and hung up. After multiple attempts, I spoke to a supervisor, *******, who confirmed ******'s error but stated hard inquiries were their standard. This did not mitigate the distress caused.This incident showcases *********** Financial Credit Union's concerning behavior. Coercion, misinformation, and a lack of accountability raise questions about their ethics. The impact on my credit score and unprofessional treatment have led me to doubt their services.I'm seeking the Better Business Bureau's assistance to find resolution. I hope *********** Financial Credit Union will rectify the credit damage, issue a formal apology, improve their communication practices, and consider offering a goodwill gesture.Thank you for your attention to this matter. I trust your intervention will lead to a just resolution.

  Business response

  09/05/2023

  The complaint has been reviewed and an internal investigation done. The above mentioned Member Advisor has been educated on the process further and SouthPoint has taken further action to have a training and point of clarification with all Member Advisors on the nature of the credit inquiries done at the Credit Union and that both membership applications as well as loan applications require a hard credit inquiry in our application process. Another point of clarification that was given to the Member Advisor was the member vs. non-member status as it pertains to applying versus approval and loan funding. We apologize for the misinformation that was unintentionally given that caused distress on August 22, 2023. It appears to have been resolved with the Manager (*******) here at SouthPoint. ******** was in contact with ******* again on 8/28/2023 in which it was expressed that they would like to look at obtaining a loan with the credit report that was pulled and that application was ran. 

  Customer response

  09/05/2023

   I am rejecting this response because:
  
  Your agents incompetence caused a hard inquiry and I chose to put it to use. The fact that you want to pin this on me because I applied is crazy. If you accidentally pulled my credit, purposely undo your damage

*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. ↩