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Complaint Details
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Initial Complaint
04/22/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
This credit union is putting CPI charges on my auto loan without making legitimate attempts to warn me about the charges and then making it extremely difficult to get them removed. They ask for proof of insurance randomly or else they put the cpi charge on my loan. I don't see the warning because they're not legitimate attempts for me to see them. I then send them the proof of insurance. They continue to call and say I'm late on my payments because the cpi is doubling my monthly payments and I've only been paying my normal payment.i send them the necessary documents multiple times to get the cpi removed and they don't recognize and remove the cpi until I threaten them with a lawyer or a complaint with the BBB. This is the 2nd time this has happened in 3 years.
Business response
05/18/2023
Dispute Resolution Department
Better Business Bureau
*** * ******** *** **** *** ***** ** *****
RE: Case # ********
We appreciate Mr. ****** bringing this to our attention and being able to research this. Please know we are most sorry for the frustration our insurance verification process caused. As a credit union, our purpose to help members with their financial matters; not to make it difficult to do business with us.
On 11/8/2022 Alltru’s insurance partner received notice from Mr. ******’ insurance company that the insurance policy on the auto had been cancelled. On 12/10/22 Alltru’s insurance partner mailed a ‘1st Insurance Canceled’ notice to Mr. ****** and the joint borrower asking for new insurance information. On 1/10/23 our insurance partner mailed a ‘2nd Insurance Canceled’ notice to Mr. ****** and the joint borrower asking for new insurance information. On 2/11/23 our insurance partner mailed a ‘Notice of Placement of Insurance’ notice to Mr. ****** and the joint borrower giving notice that an insurance policy would be force placed on the loan for the auto. On 3/10/23 our insurance partner mailed a ‘Notice of Insurance’ notice to Mr. ****** and the joint borrower giving details of the insurance policy added to their auto loan. On 4/10/23 an agent representing The Standard Fire Insurance company provided new proof of insurance for Mr. ****** and the joint borrower’s vehicle. On 4/14/2023 a full refund was issued for the force placed insurance policy. Copies of these notices can be provided upon request.
Should you have any additional questions or comments, please contact us at ###-###-####.
Sincerely,
**** ******
Chief Financial OfficerInitial Complaint
02/22/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I go into the bank to deposit a check, the teller put the check in the wrong account, my joint account with my daughter. I noticed and went back in and asked to have it moved. She told that in order to move it to my personal account I will need to make a payment on my car loan which is $289. I said I can pay $200 today she insisted that I pay the full $289. The transfer was not completed. My daughter then tells me the full loan payment was placed on hold from her account. I get a phone call from a ********* ****, **** ******* who tells me that I purposely put the check in my kid account because I work for a bank. She then a few days later place funds on hold from my personal account. She then again a week or so later place more funds on hold. She reached out via email telling me my debit card was deactivated in which it has never been deactivated for a car loan payment. Yet again she placed more funds on hold. Prior into going into the bank on Feb 6th, being under **** ******* radar and the teller placing the check in the wrong account I never had this issue. While I understand the policies and regulations I now feel harassed and I feel as if my account is being watched by her. It’s makes me uncomfortable to do business with this bank.Business response
03/01/2023
We have received the above complaint filed by Ms. *****.
We appreciate Ms. ***** bringing this matter to our attention. A review was done of the transaction in question, and the interactions between Ms. ***** and Ms. *******. A member of our team contacted Ms. ***** to follow up with her and address her concerns. After the discussion a partial payment was agreed upon and made. Ms. ***** also requested that there would be no contact from Ms. ******* again. Ms. ******* will no longer handle Ms. *****'s accounts with Alltru Credit Union.
If you have additional questions, please feel free to reach out to the Credit Union. We welcome the opportunity to help Ms. ***** find resolution.
Thank you,
**** ******Initial Complaint
02/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Predatory overdraft fees/policy. I was simply making purchases of gas. The app did not show my true available balance. So when I overdraft -$2 you can share my surprise. Not only was I informed by the supervisor at the wentzville MO location, that I was expected to be able to do the proper math to calculate what my TRUE balance was. But I was also expected to know exactly what the ACTUAL pending amount to be charged to my card was. Since in the system the number “pending” did not reflect the true amount that was even charged to begin with. Not to mention my card should decline if I have insufficient funds available… So my account went from -$2.14 to -$90.64 in a matter of two days. Two non-business days at that. I WILL be drawing the remaining funds from my other accounts and closing my accounts here. 15 years I’ve banked with Alltru. And I get treated like I’m a fool because their archaic systems are unable to reflect the true balance of my account. Would never recommend anyone coming here with there money. You may just fall victim to their predatory overdraft fees/policies.Business response
02/15/2023
Dear BBB,
I personally followed up with Mr. ******* and had a wonderful conversation with him about avoiding NSF fees in the future. We are refunding his two fees and he is happy.
Thank you for reaching out to us about this matter.
Initial Complaint
12/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
They disabled my account. How am I supposed to pay my car note?Business response
01/09/2023
January 5, 2022
Dispute Resolution Department
Better Business Bureau
211 ***********, Suite 2060
*********, ** 63102
Re: Complaint ********
We appreciate **************** bringing this matter to our attention. We spoke to **************** directly, as this involved personal financial information. We were able to restore the inquiry access to online banking.
If you have any further questions, feel free to contact me.
Sincerely,
*********************
*********************
Chief Financial Officer
**********************************
tel. ************
Customer response
01/10/2023
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.
Sincerely,
*******************Initial Complaint
11/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I opened an account for an auto loan. The account was required to have $5. I paid my $2,000 auto loan every month on time. I sold my vehicle and ended the loan in July of 2022. In September, a payment was made for $15 to an unknown (fraudulent) ****** account. The Alltru account only had $5, so the charge was reversed, but Alltru charged the account with a $30 overdraft fee. I was NEVER given a physical debit or credit card as I made the account for an auto loan. They sent my account to collections for the $30 overdraft fee due to the fraudulent purchase. I was never called and notified. They now won’t answer my phone calls and I was met with hostility within the Wentzville branch. It should be known: the only institution with access to this account’s banking information is the bank itself signifying a breach in their information or internal theft. After my own investigation regarding their practices, this has happened to many of their customers along with “short-changing” cash withdrawals.Business response
12/01/2022
In response to Complaint ID ********, Ms. ******** had a savings account with the credit union, On 9/22/22, the credit union emailed ****** ********, the primary member on the account inquiring about the overdrawn account and asking him to call. Additional emails were exchanged but, unfortunately the issue was never discussed. On 11/8/22, Mr. ******** visited the branch, where he had identified that a transaction was suspected to be fraudulent. There were two charges to the account for $15.14 each from ****** Prime, one on 8/7/22 and one on 9/7/22. The 9/7/22 charge overdrew the account. We have reinstated the account and reversed these two transactions, placing the funds back into the account, bringing it to a positive balance. We have left a message with Ms. ******** and will either send these funds to the member or have the account remain open.Initial Complaint
08/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
**** the account resolution coordinator who is well aware that in 2012 and in 2020 I filed a chapter 7 bankruptcy which clears all debts went into my account 8/2022 and took funds that were charged off from the account that was filed in chapter 7 bankruptcy. The bank cant show me proof of the debt. or what it is owe for. Both case numbers 12-41113 and 20-43553 and Im being told that they arent listed in the bankruptcy which they are the attorney I used in 2012 is no longer doing business so Im just out of money from a bank I wasnt aware was a previous bank filed in my bankruptcy.Customer response
09/01/2022
The business has resolved this complaint.Initial Complaint
07/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This bank convinces people Youngs adults especially to open savings accounts and then uses the fees of an overdraft trying to hide them unless you know how to do math and then doesn't explain in detail when advertising and convincing you 2 open them the AllTru Credit Union in WashingtonBusiness response
08/11/2022
On July 29,2022 we received a copy of a review you submitted to the Better Business Bureau (BBB). Please know that we are sorry that you did not feel charges were explained on your account. I understand that you spoke to our branch manager at our Downtown location on 8/1/2022 and that she has invited you to come in so we can assist you in better understanding account features;in particular, how debit card transactions are authorized and settled to the account.We take complaints seriously and thank you for the feedback which gives us the opportunity to improve.As a credit union, our purpose is to help members with their financial matters; not to make it difficult or confusing. In reviewing your accounts there were no overdraft (NSF) fees to refund. We also provided you with provisional credit on a dispute that is currently being processed. I am very sorry that we failed to meet your service expectations. Please reach out to me directly with any questions or concerns. I am here to help and hope that we have an opportunity to continue to serve your financial needs.Initial Complaint
04/06/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was contacted by altru credit on the St Charles Missouri they notified me they had not received a payment I informed them I did send the payment I went and I sent it US mail and I had a tracking number when I called them and form them of this they said they didn't know where the check was but they had a tow truck come to my house to take the car once the tow truck driver seen that I had made the cut the payment he left but all true credit charged me a full car payment because the tow truck came to my home I didn't call the tow truck I made my payment all true credit did not do their due diligence in finding it it was not my fault I had a tracking number from the official US postal service what they done was wrong and I think everyone should know what they're doing is wrong because they continue to charge me with late payments because of their mistake,Business response
04/25/2022
I have reached out to Ms. ****** ******* and asked her to contact me with further details and I’ll do my best to resolve the matter.
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Customer Complaints Summary
19 total complaints in the last 3 years.
10 complaints closed in the last 12 months.