Complaints

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

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  Vantage Credit Union

  19 Research Park Ct Saint Charles, MO 63044-2708

  
• 

  Vantage Credit Union

  9200 Olive Blvd Olivette, MO 63132-3221

  
• 

  Vantage Credit Union

  332 Festus Centre Dr Festus, MO 63028-2458

  
• 

  Vantage Credit Union

  1040 Cave Springs Blvd Saint Peters, MO 63376-6430

  
• 

  Vantage Credit Union

  100 Progress Point Ct O Fallon, MO 63368-2244

  

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:05/31/2024

  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 overdraft protection on my account that doesn&#**;t let me go over $500 but somehow my account went over $500 and I am being charged overdraft fees. My account should not have been allowed to overdraft.

  

  Business Response

  Date: 05/31/2024

  Vantage Credit Union has conducted research pertaining to our members concerns. On 05/31/24, a Vantage representative discussed the results of the research conducted with our member. Through the conversation, mutual understanding was obtained by both parties and a satisfactory resolution was achieved. As part of the resolution, Vantage refunded an agreed upon number of fees previously assessed. Vantage Credit Union would like to thank ****************** for his continued membership and the opportunity to resolve this concern. 

• Initial Complaint

  Date:05/08/2024

  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.

  On May 7, 2024 Vantage Credit Union informed me that the refund for a fraudulent charge on my card was denied.I have been a member of Vantage Credit Union for 35 - 40 years. I have vested an *** and a savings with them. I have the Vantage Platinum Master Card. When using my card online, a fraudulent company acquired my card number. When I noticed the *** had changed, I did not click the purchase button. However they charged my card. I called VCU right away and informed them it was fraudulent. Anyone can goigle this url...lacwapenb.com and determine it is a fraud. I was disappointed with Vantage Credit Union when they denied me a $29.07 reimbursement. Their explanation was that Mastercard does not reimburse when you give the fraudulent merchant your card number. I find that hard to believe.

  Customer Answer

  Date: 05/16/2024

  The Vantage Credit Union branch that I use is located at...

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

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

  It seems BBB is communicating  with the ******************, MO office. I am not sure if this makes a difference.

  Thank you,

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

   

  

  Business Response

  Date: 05/31/2024

  Upon notification of the suspected unauthorized use of Ms.******** credit card information, Vantage Credit Union initiated an investigation into the claim in accordance with our standard fraud processing procedure.  During the investigation,Vantage determined that ****************** voluntarily provided the card information to the merchant to process an online order. Upon conclusion of the investigation, the fraud claim was closed, and Vantage provided ****************** with guidance on how to proceed with the dispute.  To date, Vantage has not received further communication from ****************** regarding the transaction.

  
  Vantage strives to provide the best possible service to our members, and we apologize for any negative experience ****************** has had.  Vantage appreciates Ms. ******** membership and the opportunity to resolve this concern.  We encourage ****************** to contact the credit union directly for assistance and to proceed with the dispute. 

• Initial Complaint

  Date:01/31/2024

  Type:Product 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.

  My husband and I had $50,000.00 and wanted to open a money market account. We completed the online information as needed, and my credit report (only mine), was marked with a hard hit. We were NEVER informed this would occur; if we knew this would occur, we would have simply opened another savings account, as we are in the process of selling/buying a new home. This hit made a big difference on my report. We completed the online information on Monday, January 22nd. The young lady who contacted/worked with us was "Mercedes." She was in a hurry to get it completed by 5:00pm before she left work that day. Again, she never said there would be a hard hit, and that money was in our account. We have been members with VCU for over 20 years and have had loans with them before. We are at a total loss as to why a hard hit for opening a money market account was done.

  

  Business Response

  Date: 02/07/2024

  When applying for the account online, the applicant provided consent for Vantage Credit Union to obtain a credit report as part of the application process. Due to the applicant’s consent, Vantage Credit Union is unable to remove this inquiry from the credit report.

  
  Vantage Credit Union has discussed this situation with our members and attempted to gain a mutual understanding. We thank our members for bringing their concerns to our attention and for their continued membership. If our members have any additional questions we encourage them to contact the credit union. 

  Customer Answer

  Date: 02/19/2024

  Although this is exactly what we anticipated hearing from VCU, our stance is still strong that we were not aware that my credit would be hit. The money was in the bank to be transferred, and we have been with the institution for over 20 years.

  I don't wish to pursue the complaint, but would like for it to be a comment regarding their customer service that will stay on the BBB website. In the meantime, we are looking elsewhere to bank. We wish to be acted/treated as long-standing customers and not simply an account number as so many banks do. We are searching and WILL FIND another bank with better customer service.

• Initial Complaint

  Date:10/27/2023

  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.

  Enclosed please find copy of correspondence regarding the credit card account with Vantage Credit/*********** I have attempted for 1 (one) year to get this resolved and still not done to my satisfaction. I am hopeful you can help with this. Surely there are more customers than myself having problems with their customer service/correspondence. This is an attempt to resolve this account, again. Following is a narrative of my transactions on this account: Statement date 8/10/2022, paid $455.52 on 8/16/2022. Statement date 9/9/2022, paid $350.83 on 10/1/2022. Statement date 10/10/2022, paid $673.78 on 10/30/2022. On 10/15/2022, I received a call from *********** During the course of the conversation, it was determined that my card was fraudulently used at ********* ** ****, Troy, OH in the amount of $6092. At that time, I was advised not to use that card and a new one would be issued. I was also advised I was not responsible for this charge and it would be eliminated from my bill. Statement dated 11/9/2022, paid $165.36, the amount billed ($6267.16), less the fraudulent charge and $10.00 fee for the new card, on 11/27/2022 and the amount of my actual charges for the month. Statement dated 12/9/2022, again showed the fraudulent charge of $6092. I paid $263.99, again, the amount billed ($6420.50) less the fraud charge, new card fee ($10.00) and interest on those charges ($54.80) on 12/29/2022. On 12/31/2022, my wife, ****** J. ******** passed away. Statement dated 1/10/2023, still showed the fraudulent charge of $6092. Again I paid my actual charges $278.59; the amount billed ($6501.48) less the fraud charge, new card fee ($10.00) and interest fee ($56.29); on 1/23/2023. Statement dated 2/7/2023 but not received until 3/10/2023 along with my March statement, I paid my charges amounting $288.36, again less the fraudulent charge, etc. Statement dated 2/7/2023 still showed the fraudulent charges. I paid $288.36, amount of my charges. On 3/30/2023 I sent a letter trying to again resolve this situation. I received a statement showing the statement period of 4/1/2023 to 6/30/2023 with a balance due of $23.37 which matched nothing of record and with no explanation of this charge. As of today, I've never received a response to my letter of 3/20/2023 and any conversations receive only vague answers. On 7/19/2023, I received a letter that the credit card dispute had finally been resolved and credit applied on 2/13/2023 to the account, I was advised the account is fine, but you (the company) have side-stepped much of my requests. On 10/1/2023, I received two (2) letters, dated 9/12/2023. One was addressed to my deceased, loving wife, ****** Jo ******** and one to me Keith ********. It stated final notice $104 due. Back in January 2023, I notified you of my wife's death and sometime later, letters arrived. The first, dated February 3, 2023, indicated that I wasn't eligible to continue with this account (I would need to make a new application). Present card would be canceled in 45 days, but the problem still existed. Letter dated 2/13/2023 was still in both names, requesting more information on the fraudulent activity. This indicates to me that the right hand doesn't know what the left hand is doing. I responded on 2/27/2023, even though I was not the principal addressee of the letter (didn't remove ******'s name from correspondence). On 2/27/2023, received a third letter, again with condolences and a request for a copy of death certificate. Your legal department wanted this, I guess, for protection of this account. On 3/30/2023, I sent a letter asking for a complete monetary review of this account and removal of the new credit card fee and late fee charges. To date, I've received no response. I am requesting a written response by 11/15/2023, removal of all charges, no letter to credit companies (*******, ***** ****., etc.) and never respond using my wife's name again. I have paid every dime owed on this account, which has a start date of 12/18/1992, except for this mess showing a balance of $23.27 on 6/30/2023. I guess this $23.37 has now grown to $104.

  

  Business Response

  Date: 11/03/2023

  Upon receipt of Mr. ********’s complaint, Vantage Credit Union conducted a thorough review of the credit card account. We were able to determine the following:

  Last statement generated for credit card ending in **** was 10/10/22. Our records show the statement balance was paid in full. Once it was discovered that the credit card ending in **** was compromised, a new credit card ending in **** was issued.

  The first statement for the credit card ending in **** was the 11/09/22 statement. On this statement, new purchases totaled $175.16 ($100.01 plus $25.15 plus $50.00). A $10.00 Card Replacement Fee was assessed on 10/17/22 and was subsequently refunded on 10/19/22. Ending statement balance was $6,267.16 (actual purchases of $175.16 plus the fraudulent charge $6,092.00). The amount owed to the credit union at that time was $175.16, the amount of actual purchases made.

  On the 12/09/22 statement, the starting balance was $6,267.16. A payment was received for $165.36. This payment amount was less than the total of purchases from the 11/09/22 statement, leaving an outstanding balance of $9.80 ($175.16 - $165.36 = $9.80). New purchases totaled $263.99 and interest of $54.80 was accrued. Ending statement balance was $6,420.59.

  On the 01/10/23 statement, the starting balance was $6,420.59. A payment was received for $263.99, but the payment amount did not include the $9.80 outstanding from the 11/09/22 statement or the unpaid interest of $54.80 from the 12/09/22 statement. New purchases totaled $278.59 and interest of $56.29 was accrued. A late fee of $10.00 was assessed. Ending statement balance was $6,501.48.

  On the 02/07/23 statement, the starting balance was $6,501.48. Payment was received for $278.59; but the payment amount did not include the $9.80 outstanding balance from the 11/09/22 statement, the unpaid interest of $54.80 from the 12/09/22 statement, the $10.00 late fee and the unpaid interest of $56.29 from the 01/10/23 statement. New purchases totaled $288.36, and interest of $67.32 was accrued. Ending statement balance was $6,578.57.

  On the 03/10/23 statement, the starting balance was $6,578.57. No payment was received, but the following were credited to the account: $6,092.00 fraudulent charge, $54.80 unpaid interest from the 12/06/22 statement, $56.29 unpaid interest and $10.00 late fee from the 01/10/23 statement, and $67.32 unpaid interest from the 02/07/23 statement. The $9.80 outstanding balance from the 11/09/22 statement remained unpaid. New purchases totaled $953.55 and interest of $19.72 was accrued. Ending statement balance was $1,271.43.

  On the 04/09/23 statement, the starting balance was $1,271.43. No payment was received. New purchases totaled $142.51, a $10 late fee was assessed, and interest of $14.13 was accrued. Ending statement balance was $1,438.07.

  On the 05/10/23 statement, the starting balance was $1,438.07. Payment of $1,241.91 ($288.36 from the 02/07/23 statement plus $953.55 from the 03/10/23 statement) was posted on 04/11/23. Purchases of $142.51, a $10.00 late fee, and interest of $14.13 from the 04/09/23 statement, interest of $19.72 from the 03/10/23 statement, and $9.80 outstanding balance from the 11/09/22 statement remained unpaid. New purchases totaled $50.50 and interest of $2.80 was accrued. Ending statement balance was $249.46.

  On the 06/09/23 statement, the starting balance was $249.46. No payment was received. New purchases totaled $289.98 and interest of $4.46 was accrued. Ending statement balance was $543.90. At that time the past due amount was $26.00.

  On the 07/10/23 statement, the starting balance is $543.90. No payment was received. New purchases totaled $177.93, a $10.00 late fee was assessed, and interest of $6.74 was accrued. Ending statement balance was $738.57. At that time the past due amount was $52.00.

  On the 08/10/23 statement, the starting balance was $738.57. No payment was received, and no new purchases were made. A $10.00 late fee was assessed and interest of $7.88 was accrued. Ending statement balance was $756.45. At that time the past due amount was $78.00.

  On the 09/08/23 statement, the starting balance was $756.45. No payment was received, and no purchases were made. A $10.00 late fee was assessed and interest of $7.88 was accrued. Ending statement balance was $774.33. At that time the past due amount was $104.00. On 09/12/23, a Final Notice of Right to Cure Default was mailed to all borrowers named on this credit card account for the $104 past due amount.

  On the 10/10/23 statement, the starting balance was $774.33. No payment was received, and no new purchases were made. A $10.00 late fee was assessed and interest of $7.88 was accrued. Ending balance was $792.21. At that time the past due amount was $130.00.

  Additionally, Mr. ******** questioned a statement he received for the period of 04/01/23 to 06/30/23 showing a balance of $23.27. This is a statement for the Regular Savings account, and it is not related to the credit card account.

  We are continuing to work on resolving this matter and will provide a final resolution no later than November 15, 2023. We will also provide a written response directly to Mr. ******** as he requested.

  Vantage Credit Union would like to thank Mr. ******** for the opportunity to resolve this concern and for his continued membership.

  

  Business Response

  Date: 11/15/2023

  Vantage Credit Union has completed a full monetary review of this credit card account.  All interest 
  and fees, including a card replacement fee, charged to this account since October 17, 2022, have 
  been refunded.  Addionally, we have con?rmed that the fraudulent charge was previously removed 
  from the account. 
   
  As of today’s date, the current balance owed on the credit card is $670.72 which consists of the 
  $9.80 outstanding from the November 9, 2022, statement and the following transacons: 
   
  
  
   
   
  We discovered that statements were not being mailed to Mr. ******** due to a credit union error.  
  We have corrected this error, and statements will be mailed to Mr. ******** beginning with the 
  December 2023 statement.  We will include copies of statements for April – November 2023 along 
  with our wrien response to Mr. ********. 
   
  December 2023 statement may include charges for interest and a late fee since there is a current 
  outstanding balance on the credit card account, and no payment has been received.  We will 
  manually review the account and make any adjustments necessary to ensure Mr. ******** is only 
  responsible for $670.72 as stated above.  System limitaons prevent us from making these 
  adjustments in advance. 
   
  On November 14, 2023, we supplied informaon to Experian, *******, and ********** to update 
  credit reporng for this account.  Due to the updated status of the account, we request that Mr. 
  ******** disregard the prior Final Noce of Right to Cure Default dated September 12, 2023, in the 
  amount of $104 that was mailed to both borrowers responsible for this credit card account. 
   
  In our leer dated February 3, 2023, we requested Mr. ******** submit a new loan applicaon to 
  update this joint credit card account to an individual credit card account with Mr. ******** as the 
  sole responsible party.  We also no?ed Mr. ******** that the joint credit card account will be 
  closed within 45 days of the leer if a new applicaon is not received.  While the credit union has 
  not received a new applicaon, due to a credit union error, the joint credit card account was not 
  closed, and transacons connued to post to the account through July 3, 2023.  This joint credit 
  card account was closed by the credit union once the error was discovered on October 25, 2023. 
   
  We are working to address these internal errors to ensure they are not repeated in the future.  We 
  apologize for the inconvenience caused to Mr. ********.  We would also like to thank Mr. ******** 
  for giving us the opportunity to resolve his concerns and for his connued membership. 

• Initial Complaint

  Date:10/21/2023

  Type:Product 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.

  Vantage Credit Union has charged me over 525$ since September 1st. Some of them on the same day. I did not get notified of my account being overdrawn. As soon as I realized it, I tried to close the account online but even that is an uphill battle. Their website is horrible to navigate and everything, like closing the account, takes ages while they are still charging overdraft fees.

  

  Business Response

  Date: 10/27/2023

  Vantage Credit Union has made numerous attempts to contact our member; however, we have not received a response.  As a courtesy to our member, we have refunded the overdraft fees assessed since September 1,2023.  Vantage encourages our member to visit ***.com/digital-banking for instructional videos to assist her in setting up account alerts through our mobile app. Additionally, we encourage our member to contact us via phone, email, or live chat for further assistance with any request.

  Customer Answer

  Date: 10/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/16/2023

  Type:Billing 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.

  In May of this year Vantage started charging us $65 every month for insurance. Our insurance provider supplied our declaration page. Vantage still continued to charge us $65 dollars. September I tried to call but never got an answer so I went on the website and supplied information it asked for regarding our insurance. Still charged this month for Vantage credit. My husband ***************** called last week, they said that the address was wrong on one of the documents. I got another notice this weekend that they are charging us another $65 for insurance. I want all the monies and any interest credited back to my loan account. I would like this company audited

  

  Business Response

  Date: 10/24/2023

  Vantage Credit Union has made numerous attempts to contact the member; however, we have not received a response.  At this time, due to lack of response from the member, the credit union considers this matter closed. 

  Customer Answer

  Date: 10/24/2023

  Vantage credited back the amounts for the insurance they charged to our account. Thank you for being there. BBB in my opinion is awesome 

  Customer Answer

  Date: 10/24/2023

  Vantage credited back the amounts for the insurance they charged to our account. Thank you for being there. BBB in my opinion is awesome 

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/22/2023

  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.

  This complaint is against Vantage Credit Union in East Saint Louis. I'm complaining because I have no debit card, online access, monthly bank statements, ATM card or any privileges at all as a customer. Since I can't view my account at all because all of my privileges taken are away by Vantage Credit Union how am I to know about activity occuring in my account? All of a sudden allegedly I owe money & they are sending letters & calling me. I don't worry about it because I'm making a point. I am nothing to you but you want my money right? I want all of my privileges back immediately then I'll know what I owe. Most importantly I want to know who is responsible for putting me through all of this? I had been away in prison for a year so I haven't did anything wrong. Let's work together to fix this. I want all of my privileges back & all repairs made at once. Good day. Mr. ***** RE: Account ***##****

  

  Business Response

  Date: 04/28/2023

  Vantage Credit Union has reviewed the concerns presented by Mr. *****. Unfortunately, at this time the blocks on the account are necessary for mitigating risk associated with the account in question for activities that date back to August of 2018 and have continued as recently as this year. While we understand that this can be an inconvenience, we have provided Mr. ***** with alternative methods to obtain any information needed about the account that presents less risk for both Mr. ***** and the credit union alike. If Mr. ***** needs further assistance with obtaining any information, or needs more detail on why the risk mitigation protections are in place it would be our pleasure to assist him with this over the phone or in person at one of our many area locations. 

  Customer Answer

  Date: 04/28/2023

  Complaint: ********
  
  I am rejecting this response because:

  
   What does this have to do with receiving bank statements monthly? I don't get that either & why can't I view my account online? I can most likely except the not having a debit card but this is ridiculous. I'm not stealing from myself. I can't pay my bank loan if I don't have access to my account. I also have direct deposit which will be going in May, 1st. 2023. I don't mean to cause any problems but I should have some kind of privileges. I can't view my account or receive bank statements. Honestly do this seem fair to you & there isn't anything stolen from the bank. If there's no damages then why is this so extreme? I have 2 accounts there. ****** as well. I'm just asking that you meet me halfway. I also still want my bank loan. I can pay that as well. Without access to my account I can't pay my loan or access my account information. I don't need the debit card.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/08/2023

  Vantage Credit Union understands the concerns presented by Mr. *****. Unfortunately, at this time the blocks on the account are necessary for mitigating risk. We have updated the account to receive mailed statements. Currently only the two methods of accessing the account that present the most risk to Mr. ***** and the credit union are being restricted. Mr. ***** can obtain any information by phone, secure chat, or visiting a branch location. 

  Customer Answer

  Date: 05/09/2023

  Complaint: ********
  
  I am rejecting this response because:

  Close the account. I am not satisfied at all. It's like not having an account. This will make both parties happy. I have no control of something that only they have access too.

  
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/20/2023

  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.

  Vantage Credit Union has charged me over $105 in overdraft fees. At the time of my purchase the available funds were in my account. They claim that because of processing time, I was charged the fees and they will not refund d the fees I am requesting a refund of the overdraft fees.

  

  Business Response

  Date: 03/24/2023

  These fees were assessed in accordance with Vantage Credit Union’s Membership & Account Agreement and Fee Schedule.  As a courtesy, we have refunded these fees.  Thank you for being a valued member of Vantage Credit Union.

• Initial Complaint

  Date:01/25/2023

  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 immediately contacted my bank about a pending charge that was not authorized by all my sons moving company. I was told that the charge could not be stopped and that I would have to wait the 30 days to dispute it, even though the manager I spoke with from all my sons instructed me to dispute it in order to expedite the process. I waited the 30 days and then dispute it charge . I was never provided a bill, a contract ,nor any type of itemization of the charges, so I proved the only form of communication that I had had with the company which was a screenshot of a docusign form offering me money for my property damage (not the actual charge that was stole out of account). The bank failed to do a thorough investigation. I was never refunded my charges, never received compensation for my property damage, never received an itemized bill. The bank said that sign it looked like I signed the document in docusign that they investigate. Docusign does and auto sign when you open it but the document was never submitted to the company, the issue was never settled. Had the bank bothered to do an investigation they would have found this out . They would have also realized that I was more than double charged for the hourly agreement.

  

  Business Response

  Date: 02/01/2023

  Vantage Credit Union has contacted Ms. ***** and heard her concerns regarding the matter.  Management reassured Ms. ***** that due to her signed agreement with the merchant, the credit union does not have dispute rights per ********** guidelines and therefore is not able to pursue the investigation any further.  As a result of this conversation, mutual understanding and satisfactory resolution was obtained.  Vantage Credit Union would like to thank Ms. ***** for her continued membership and the opportunity to resolve this issue. 

  Customer Answer

  Date: 02/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I spoke with the same lady prior *****. Extremely rude! They keep saying that I signed the document with I didn’t sign ! Docusign does auto sign when you open its documents. I have proof of the voided docusign proving it was never submitted, so the auto signature was not valid. She told me that she contacted docusign, but the last time she said she contacted master card. Which one is it. I still never received a valid bill or itemized statement showing the amount debited. We didn’t agree on anything. She said I would have to pursue it legally. And like I asked her then what is the point in continuing bank with them if they’re or going to investigate or protect my money any better than they do . So no I am not satisfied by far . I had money stolen out of my account . And they didn’t do any to help me. The sad part is the docusign threat she is referring to was about the furniture and had nothing to do with the money stolen out of account . 

  
  Sincerely,
  ******* *****

• Initial Complaint

  Date:10/11/2022

  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.

  We paid off a $40,000 loan from an RV that we had through Vantage Credit Union. We paid it off a week ago. Now other vendors will not give us the loan because Vantage isn't reflecting that we paid off the loan yet. They told me they will not make any changes and that I will need to wait 30 days. Vantage also uses us $4000 because ******* ***** refunded the loan for the leftover warranty and we have already paid off the loan so it should be sent to us.

  

  Business Response

  Date: 10/18/2022

  The credit union has researched the concerns of the consumer and has reached out to try to provide the results of the research. The credit union will continue to work with this consumer to reach a resolution and will post an update once resolution is obtained. 

  

  Business Response

  Date: 10/20/2022

  To whom it may concern:

   

  Vantage Credit Union would like to provide the following update regarding our resolution with the consumer.

   

  Vantage Credit Union has discussed the consumer’s concerns and the results of the research with the consumer. Through the conversation, mutual understanding was obtained by both parties and a satisfactory resolution was achieved. Vantage Credit Union would like to thank *** ****** for his continued membership and the opportunity to resolve this concern.

   

  Please contact me at ************ if I can be of any further assistance.

   

  Respectfully,

   

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