ComplaintsforRiver Region Credit Union

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9/21/22 I chatted with ***** ****** ****** *****, where I'd banked since 2/20/20, about changing my checking account to a different type they'd advertised. Yvette said she'd email me and they never did, so on 10/3/22 at 3:32 PM I called ***** ****** ****** ***** about it. My IPR call was answered by a female who didn't give their name. She announced her intent and hung up without waiting for reply. After multiple redialing attempts we reached another female who also didn't give a name. I announced myself as a customer inquiring about changing my checking account type. I was asked for and provided my account number, address and birth date. I was informed to hold. A different female then asked me if I was dissatisfied with my checking account and I said no I was so pleased I wanted to try out their other checking account type. She told me they didn't appreciate my call and the credit union didn't intend to serve me so she hung up. I didn't explore changing my account further and resolved to just being glad I didn't have to call in to do anything with my account usually. Sometime after 10/12/22 (the last time I could process a full external transfer) my account became restricted on external transfers. I chatted again on 10/29/22 when the restriction didn't change after 2 weeks and Contact Center Manager ***** replied that I needed to contact ****, and eventually provided her e-mail address. **** ***** replied 10/31/22 generically without respecting my concerns and I replied the same day asking for reconsideration as I needed to be able to get money into and out of the account. **** replied back to me 11/1/22 that "we are unable to make adjustments to this procedure" so I asked again the same day to be directed to who was able to make adjustments. Then, 11/2/22, ******** ****** ******** ** **** ********** closed my membership with 1 week notice and didn't make transfer out easier as she alleged and then denied it was incorrect (still waiting for my cash withdrawal).

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  12/18/2021. Bank tellers in the drive through allowed money from a solely owned bank account to be transferred to person not on the account. Based on the bank’s response, and according to tellers this happens “sometimes” and there is no issue because the transaction was voided.

  Business response

  12/29/2021

  An error was made by a credit union employee. These funds should not have been transferred. The transfer has been corrected, and the account has been made whole.

  Thank you.

   

  River Region Credit Union

• Initial Complaint

  12/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have 2 accounts with River Regions. 1 for a credit card & 1 for a car loan. We did a settlement on our credit card with them. We have been trying to set up their online banking so we can go in and see our account for the car and to make our monthly payments & to see what our balance is, how much is going to interest ect. Things when you are paying off something that you should have access to see every month. We have to call over the phone to make our payment which they charge a 12.00 fee for. Or we can send payment by mail each month. But we do not want to do this because since we can’t see our account how are we to know the payment got posted or was lost in the mail. So I called the bank today for them to help me get my online account set up (because we keep getting error notifications & can’t set it up). I was informed that since we did the settlement on our credit cards that we are no longer allowed access to their online banking! First we where never told this when we did the settlement I had to talk to tech support at the bank to finally figure out why we couldn’t create a online account. The lady informed me that they can send out statements but they don’t do monthly statements. This is a scam! This is my money that I am paying them and I should have access to where my money is going without have by to pay a fee of 12.00 each month! This has been like this for over a month but I just found out why today! I would ask when I called in why I can’t create a account so I don’t have to keep paying the fee. I was always told I should be able to create a account and it was left at that. Not until I finally called today to make a payment did the person who answered the phone finally helped me and sent me to tech support. Again this is not right that I don’t have access to my car account because I did a settlement on my credit card account. This is why I am making a complaint. Things need to change as much am sure there are other customers in my same position.

  Business response

  12/29/2021

  Online account access is not considered a guaranteed product with River Region Credit Union. As this borrower has caused a loss to the credit union, access to this service has been revoked. The borrower will continue to receive regular mailed account statements to the address on file.

  Thank you.

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