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Complaint Details
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Initial Complaint
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a car loan with gap insurance. I have reached to All True Credit Union and I spoke with ****** regarding a check total $5500.00 to come from the dealership. The car was total and I am waiting the check that should go toward the balance of the loan.Business response
07/12/2024
Please see response attached.Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was working with a company I was worried was fraudulent so I approached the credit union to see if it was legitimate, to which they said they were (the business The ********************* Network) and originally the first amount was taken was *********************************************************************************************************************************************************************** acknowledgment. So now I have 1000 taken out. At one point they were able to return my 1000 but soon after returned to the company and they have yet to give me a reasonable explanation. I signed nothing, i got no service from that company. They said they are unsure how they were able to get that money again.Business response
07/09/2024
Please see attached response.Initial Complaint
06/06/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a truck payment online on 4/15/2024 using Alltru's guest payment online service. This is the same way I make my payments every month. The money was withdrawn from my girlfriends account of 4/15/2024. Alltru is trying to say that the payment was reversed and I am now 30 days late on a payment. It was not reversed. We have confirmed with with the withdrawing bank. ************* confirms that Alltru received the payment on 4/15/24. Nothing was ever reversed on our end. They have the payment and have not posted it. We have called several times to try to resolve this. They state they will look into it and call us back and no one does. Today we tried to call them and the resolution department refused to help and told us the only help they were going to give us was to take the payment from us AGAIN. My girlfriend was on the lien with me due to the funds coming out of her account so she could provide them any documentation they may need yet they refused to then speak with either of us. The rep from Alltru asked are you willing to make they payment or not. We tried to explain that the payment was already made but she would not continue to call. They refuse to send me any payment history or statements on my account. We asked again for an account history and only received a payment coupon in the mail.Business response
06/14/2024
Please see attached response.Initial Complaint
05/20/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had a terrible experience with Alltru Credit Union today, 05/20/2024, around 4:00 PM to 4:40 PM at ******************************************. I went to the location seeking guidance on a finance issue and was immediately met with sarcasm, disrespect, and the worst customer service I have ever experienced from *****************************. As soon as I began explaining my situation, ******** dismissed me before I could finish. She seemed to be in a rush and asked if I knew the value of my vehicle. When I couldn't remember, my relative provided the amount. Fornisha rolled her eyes and sarcastically asked, "Are we wasting her time or are we wasting her time?"Both my family member and I were shocked by her behavior. After asking another question, I received another sarcastic reply accompanied by eye-rolling. At this point, I decided to leave the office. My family member calmly tried to address her poor customer service, but she remained rude and dismissive. He noted her name from her badge before we walked away.I have never done business with this location or spoken with this representative before, so I am unsure why we were treated so poorly. This was my first experience with this location, and it will be my last. I would like to speak with the Regional Manager about the matter.Business response
05/23/2024
Please see attached response.Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was scammed $4,989. I had someone that said they were Apple support transfer $4,989 out of my Alltru account and put it in my cash app. They bought bitcoin with it sold the bitcoin and transferred it to themselves. My bank said there was nothing they could do but contact cash app. Cash app said bitcoin is not traceable and they couldnt do anything. My Alltru account was locked yesterday evening after this took place. When I went to Alltru this morning they said they can see where they kept trying other transactions which they denied. How can my bank not cover this fraud?Business response
05/08/2024
Please see attachmentInitial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is now stealing my money. I requested my all of my accounts be closed months ago, however they refuse. Checking account and savings still open and there are unauthorized transactions being made. CLOSE MY ACCOUNTS AND REFUND MY MONEY BACK TO ME.Business response
09/15/2023
September 15, 2023
Dispute Resolution Department
Better Business Bureau
*** * ******** *** ****
St. Louis MO 63102
RE: Case # ********
We appreciate Ms. ****** raising this matter. As this relates to personal financial information, please
contact us at ************.
Sincerely,
**** ******
***** ********* *******Initial Complaint
08/25/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I'm trying to file a depreciation protection claim. First I was told I don't have this on my loan, then I was told I do have it on my loan and that I would need to wait until they receive payment from my insurance, then I was told that I need to file the claim myself through the 3rd party company. Contacted the third party company, spoke to ******* ************, he advised that I need to contact Alltru and start the claim. He said they do not have to wait on payment from the insurance, a statement from the insurance saying my car is a total loss is enough to start the claim. Contacted Alltru, spoke with ****** *****, advised her of what ******* told me. She said she does not needs ******* help nor his contact info and she will start my claim when she feels like starting it. This was my second time speaking to ****** *****, she's a very rude nasty person, lacks soft skills and professional customer services. I believe Kelley hates her job. The insurance has already paid Alltru for my entire loan balance $10,849.01. There's also Notice of Loss statement in the depreciation protection waiver I signed that says "In the event of a Total Loss, Constructive Total Loss or Unrecovered Theft, you must notify us within 30 days of receiving final settlement from the primary of third party insurance carrier and provide the following: (a) copy of he Primary Insurance Settlement, (b) copy of the police report in the case of Unrecovered Theft. We must file the Depreciation Protection waiver demand within sixty (60) days of the Date of Loss if you do not have Primary Insurance coverage." MEANING THERE IS A TIMELINE!!! FILE MY CLAIM YOU HAVE EVERYTHING YOU NEED AND IF YOU DON'T HAVE IT WHERE CAN I SEND IT TO?????????????Business response
09/01/2023
Dispute Resolution Department
Better Business Bureau
211 N Broadway Ste 2060
St. Louis MO 63102
RE: Case # ********
We appreciate *** ****** bringing this to our attention and being able to research this. Please know
we are sorry for the frustration this depreciation protection claim process caused, and the interactions
will be reviewed. As a credit union, our purpose to help members with their financial matters; not to
make it difficult to do business with us. The claim was submitted to the vendor on Friday, August 25th,
and we received an acknowledgement letter Monday morning, the 28th, and they are processing the
claim.
Should you have any additional questions or comments, please contact us at *************
Sincerely,
**** ******
Chief Financial OfficerCustomer response
09/01/2023
Complaint: ********
I am rejecting this response because:
Please provide the depreciation protection claims processing times. I would like to know how long it takes the claim to be reviewed, processed and paid as well as the payment amount. I would also like to know my payment options if I can choose direct deposit or paper check.My final request is a formal apology from every Alltru employee that I spoke with who provided me incorrect information and every employee who told me that I did not know what I was talking about.
Sincerely,
****** ******Business response
09/11/2023
We are sorry for the frustration this depreciation claim process caused. As a credit union, our purpose is to help members with their financial matters; not to make it difficult to do business with us. We have been in contact with the vendor and anticipate that the claim will be processed within the next five to six business days. As a courtesy, in spite of this timeframe, we will advance the funds Monday, mid-afternoon.
Should you have any additional questions or comments, please contact us at *************
Initial Complaint
08/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My name is ******** ****** I had a car loan with Alltru Credit Union, acct ********** I had a 36 month vehicle loan with Alltru Credit Union. As you can see on my credit report, I have made every payment on time. The payment is due on the 25th of every month. On Friday 6-23-2023, I made what I thought was the last payment in the amount of $250.00. The payment cleared my account at ******* ****** ***** on 6-23-23. Then, i realized I was short $6.50 of the payoff amount and I paid that as well. Because I paid my vehicle off early Alltru is retaliating against me because I paid the vehicle off and they would no longer receive interest on the account. They flagged my account with all 3 credit bureaus as late. My credit score dropped by 82 points and went from Excellent to good. I tried contacting Alltru via my account when I logged in and they were not able to help. The payment cleared my account at ******* ****** ***** on Monday 6-26-23. I made the payment online. You do not make a payment with Alltru Credit Union online and it clears the same day. All my payments are online and easily tractable. I want my credit report corrected and would like everyone to know not to ever get an auto loan with Alltru because they will retaliate when the loan is almost paid for. Because of this issue and the life changing blemish on my credit report, I am devasated. I cannot eat and I cannot sleep. I work hard to ensure I maintained my credit report and at the drop of a hat, Alltru Credit Union blemish on my credit report changed my life forever. Please assist me with the unfair practices of Alltru Credit Union. My next step is to hire a lawyer and go public with what Allltru did to my credit report and to warn the public never to get a loan with them.Business response
08/24/2023
Please see attachment
August 24, 2023
Better Business Bureau
211 N. Broadway, Ste. 2060
St. Louis, MO 63102
RE: Complaint ID #********
We appreciate *** ***** bringing this matter to our attention. We apologize that *** ***** was not able to resolve the matter when she initially called. We researched the matter and corrected the information with the credit bureaus to report as current for the month in question. I contacted *** ***** and we discussed the issue and that the bureaus were being corrected.
Sincerely, **** ******
Customer response
08/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. I have been checking all 3 credit bureaus and my credit report is not updated yet. I just hope Alltru Credit Union is honest in their response and sincerity to resolve this matter. I will continue to monitor my credit report to see if the late payment is taken off. If its not taken off within 30 days, I will make another complaint to the BBB.
Sincerely,
******** *****Initial Complaint
06/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I went to buy a car and found out I was approved for the auto loan. The advertisement stated I get 90 days before my first payment is due. After I was approved for the loan I received a letter in the mail and a payment book stating my payments will start in a month. I called the bank and they told me the 90 day offer did not apply to me because I did not come into the bank location to receive the loan and went to the dealership. It states nowhere on their website of this policy.Business response
07/07/2023
*** ********** **** ** **** ****** ******** ****** *** ** ********* **** **** *** ****** ** *****
RE: Complaint ID #********
***** ******* ***** *** ***** ***** **** *********** ** *****
We appreciate Mr. ******* bringing the issue to our attention and the matter has been resolved. The
dealership where the loan was closed did not set the first payment for 90 days which was an option for
all members financing a vehicle. When Mr. ******* noticed the due date being sooner than the 90 days
which was advertised, he contacted Alltru. We reviewed the request and modified the loan due date as
requested. When we received the complaint from your office, the loan payment had already been
modified. We apologize that the due date was not adjusted sooner and have reviewed the issue with the
Lending department.
Thank you,
Sincerely,
**** ****** **** ****** ***** ****** ********** ******* ****** ****** ***** ******************** *** *** ****Initial Complaint
05/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On March 18, I wrote a letter to All Tru CU requesting documents about an old account and I have not received a response as of today. The letter reads as follows: I am writing to request the full payment history and the original contract for the auto account that was held with your company. The account in question is listed under my name with the account number *************. Furthermore, I would like to request all repossession notices and confirmation proof of delivery related to this account. I need this information asap for personal review. Please note that I have moved, and I request that all documents be sent to my new address (new address included in attachment below).Business response
08/21/2023
Better Business Bureau
*** ** ********* **** **** *** ****** ** *****RE: Complaint ID #********
We appreciate Mr. ***** bringing this matter to our attention. We apologize that that the letter hadn’t reached us.
Due to security reasons, Mr. ***** should contact us by phone at ###-###-#### in order to update the address.If you need further assistance, we are available from 9 am to 6 pm weekdays and from 8 am to 12 pm on Saturdays @###-###-####.
Thank you,
***** ******
Account Resolution ManagerBusiness response
09/01/2023
Unfortunately, we do not have record of a formal request, or upload being made. We would like to provide the items requested, due to security reasons please contact us by phone at ###-###-#### in order for us to update the address and forward this documentation. Thank you, Sincerely, **** ******Customer response
09/05/2023
Complaint: ********
I am rejecting this response because:
the documentation was mailed and apparently ignored. The account should just be deleted at this point.
Sincerely,
***** *****
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Contact Information
1232 Wentzville Pkwy
Wentzville, MO 63385-3868
Business hours
Today,Closed
MMonday | 9:00 AM - 5:00 PM |
---|---|
TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 10:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 12:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
19 total complaints in the last 3 years.
10 complaints closed in the last 12 months.