ComplaintsforKeesler Federal Credit Union

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using this Bank for the last few years, out of the 4 banks I use, this bank has the worst app especially when it comes to transactions. They make you schedule a transaction but it never transfers on time in comparison to other banking apps which are almost instantaneous. Recent Example --> Transaction set on Sunday for Monday, didn't transfer until Wednesday. On Tuesday, I noticed nothing happened so I went to duplicate the same transaction for Wednesday. On Wednesday nothing was processed so I made an effort one more time for Thursday and then on Thursday all 3 transactions got processed causing my other bank to charge me for overdrawing. Now Friday and being overdrawn due to Keesler banking app, I had to try and recoup 2 of the 3 transactions back into my other bank. And of course its gets instantly taken out of my Keesler app but is not transferred over like it should be. After reading the customer reviews below, its seems like ********************** is notorious for this and the person leaving the reviews just rewrites the same "solution" without presenting this problem to the app developer to fix this bug. As someone who has used this app for over 4 years, I can confirm the freezes and transaction problems. Im sure they get over on elderly people who are not tech savvy with these transaction problems. Beware!

  

  Business response

  06/27/2024

  When it comes to transfers between financial institutions, this is not an instant transaction. These can take up to 3 business days to fully process, as it is a more in-depth process than many may realize. This issue is not, as suggested, a bug or problem within our app.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 3rd my car was repossessed from my home. I called Keesler federal to see how much it would be to get my car back and they told me I would pay $2198.10 which included a towing fee. I asked if I would pay anything to the towing company and the lady replied yes, storage fees, but she didnt know how much they were and it was charged by the towing company. I paid the $2198.10 on June 5th at a branch. I was not asked for my insurance documents at the time because the reps in the store have to call the collections **** to get the instructions on handling the manner. I placed an appt with the towing company the same day and it was denied due to a no release. I waited until June 6 and called Keesler when I was told I needed to show insurance. I asked how I could do that and she THEN gave me an email to send it to. I sent the email immediately. She did receive it and told me to wait about an hour and call the tow company to schedule an appt. I called the tow company and asked what fees I would to pay them and they replied we dont know until your release comes, which has a contract telling us what to charge you. (Which I have on recording) I called Keesler Again and the rep ***** stated they do not charge anything it was the towing company. She did give me a number to location services a third party they use. I called and a rep stated she doesnt know why south central recovery told me that they would know the fees because they do not tell them what to charge, Keesler and location services have collected their money and are done in the transaction. (Which I have on recording). The towing company isnt allowing me to schedule another appointment until Tuesday June 11 and stated that according to the release I have to pay $75 redeem fee for my vehicle and $20 for storage. I went to the location and I called the police and filed a complaint. I will be taking further action. I have a recording of them rep telling me once again that Keesler knows their fees

  

  Business response

  06/20/2024

  After reviewing this complaint, it appears that the agent lot in possession of the car gave incorrect information as to the origination of those fees. Because each lot has their own required fees to release a car, our team cannot quote the exact amount and parties are instructed to contact the agent lot directly for that information. 

  Customer response

  06/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My father had a savings and credit card account with ******************** (****), in ***********. My father passed away on 2 Jan 2024. At the time of his death, he had $6,391.66 in savings at ****, and he owed $3217.52 on the **** credit card. At that time, the **** credit card had a reward balance of ****** points, valued at approximately $896.00 dollars. We notified **** of my father's passing in mid-January. On 22 February, **** transferred the $3217.52 **** balance from the savings account and closed both accounts without consulting the estate. They also cancelled all of the Rewards Points, in effect stealing approximately $896.00 dollars from the estate. We have contacted **** to resolve this matter and they refuse to give the reward dollars back to the estate.

  

  Business response

  04/30/2024

  Without account information, we are unable to review the circumstances. We do recommend calling us at **************** and requesting to speak to our deceased department. They will be more than happy to take a look into the situation.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am victim of the previous reviewer! Keesler has an unacceptable practice of deliberately processing pending payments when they anticipate insufficient funds in your account. This leads to unnecessary overdraft fees and financial inconvenience for customers. Despite having ample funds, they expedite transactions to extract these fees. I paid over $2k in overdraft fees in 2023 because keesler held transactions for 5 days or more. I also closed my checking account and ********************** Locked my account in 2024 making it impossible to pay any overdraft fees, car loan and installment loan payments. When I called on multiple occasions was always asked for an account number when entered it did not recognize or re routed constantly through their automated system "*****". Keesler is a declining terrible banker, read there local reviews! All truth! Keesler has a very Keen and deceptive way of doing things!

  

  Business response

  04/30/2024

  After reviewing the complaint, this account did not have the sufficient funds available to cover the transaction withdrawing from the account. Due to insufficient funds, overdraft protection was used to cover the withdraws and once meeting the overdraft protection limit, transactions were charged a return fee. It is not Keesler Federal's policy to process any specific transactions before others, everything is processed in order, and it is the responsibility of the member to ensure the funds are available in their account before spending.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keesler has an unacceptable practice of deliberately processing pending payments when they anticipate insufficient funds in your account. This leads to unnecessary overdraft fees and financial inconvenience for customers. Despite having ample funds, they expedite transactions to extract these fees. This deceitful tactic, as evidenced by the attached photo, is not an isolated incident but a recurring problem. I have documented multiple instances where pending payments were prematurely processed, causing financial harm. When confronted, Keesler denies accountability and refuses to refund the stolen money, totaling over $200 in just the last month. This deceptive behavior undermines trust and fairness in banking transactions. Customers deserve transparency and adherence to promised transaction dates, not exploitative practices aimed at extracting fees.

  

  Business response

  03/19/2024

  We have pulled this account to analyze the transactions and ultimately, the overdraft fees that were assessed are valid. While a deposit may be visible as "pending" in an account, we are not able to release the money into the account until the authorized posting date, which can be several days after the amount shows up in pending status. Purchases made will process at the time of the transaction and overdraft fees are assessed based on the amount of money in the account at the time of your transaction. It is important to keep track of the current balance when making purchases to avoid overdraft fees, or you do have the option to give us a call at 1 ***** ******** to discuss your options for disabling transactions when the funds aren't yet available.

  Customer response

  03/19/2024

   

   Complaint: ********

  I am rejecting this response because:

  Keesler's response is inadequate as it fails to acknowledge their practice of prematurely processing payments to generate NSF fees, even when there are sufficient funds available. One glaring example is when they charged me a $25 NSF fee despite there being $44 in the account, raising questions about the validity of such fees. Additionally, they pushed through a Verizon bill on March 14th, although it wasn't supposed to come out until March 18th. This deliberate action led to an overdraft and subsequent NSF fee.
  
  Customers are losing trust in Keesler Credit Union due to such practices and are leaving the credit unions in droves. My experience has eroded my trust as well, and I am actively considering switching to a different bank soon.
  
  It's worth noting that Keesler Credit Union is currently facing a class action lawsuit for engaging in similar deceptive practices, highlighting the seriousness of their actions and the legal consequences they may face. This unethical behavior has not only caused financial harm but has also contributed to a wider trend of dissatisfaction among customers. 

  Regards,
  

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

  

  Business response

  03/28/2024

  To be very transparent, Keesler Federal's operating system is set up to process payments into accounts first, followed by any purchases or outgoing funds, so the initial accusation is inaccurate. That said, we cannot push through incoming funds like payroll before the date set by the paying institution, but when funds are set to deposit on a certain date, they will show as pending, but that does not mean the funds are available. It is the responsibility of the account holder to ensure they have sufficient funds readily available in their account before making purchases to avoid overdraft charges or NSF fees. Our team has reviewed the account transactions multiple times and the account holder is responsible for the fees accrued and there were no errors made by Keesler Federal in this matter.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over a year ago this creditor was paid in full, and they refuse to update my credit report despite several attempts to contact the creditor and the credit bureaus asking that the account balance be updated

  

  Business response

  02/15/2024

  Reviewing the account with our collections team to obtain more information, there is one account that was paid off, but there is a charge-off on an auto loan that is being handled by an attorney, which then takes that account out of our control in terms of reporting.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, my name is **************************** 09/04/1982, **** is the 4 of my social security number. I have had a problem with identity theft. Theres a guy that is stealing my identity and this guy needs too be arrested! I went too Keesler federal credit union and spoke with ******************************************** she knows me. I didnt have my Social Security card and I told her I had a problem with identity theft and she told me to get my Social Security card and come back well I did, and I didnt speak to her and I spoke to someone else, and my account disappeared and I want to get my money back and this does not show up on my credit report either and I also want it to show up on my credit report as well I am a white male. and I also want a debit card to my account as well.

  

  Business response

  01/30/2024

  Our team has looked through every system we have available and are not able to find any account that matches the credentials provided. Even if an account was closed, we are able to see it, but in this case, we can't find anything. If ******************* is aware of your account, we recommend talking directly with her again, as she may know what your account is listed under.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Keesler, I trust this letter reaches you in good health. My name is *********************. I am writing to extend my heartfelt apologies for the late payment on my credit card account (Account Number: ************* for the month of August in 2023. I deeply regret any inconvenience this may have caused and assure you that it was a one-time occurrence resulting from unforeseen circumstances.Regrettably, during that particular month, I experienced an unexpected reduction in work hours, which led to a shortage of income. This unforeseen circumstance created a temporary financial strain, making it challenging to meet my usual financial obligations promptly. I understand the importance of timely payments and take full responsibility for the lapse.I want to emphasize that this isolated incident does not reflect my usual financial responsibility. Throughout my many years of membership with Keesler Federal Credit Union, I have consistently made on-time payments and maintained a positive credit history.To rectify this situation, I did make the payment promptly, including all of the applicable late fees and interest. I sincerely apologize for any inconvenience this may have caused and assure you that I have taken steps to prevent a recurrence. I will set up automatic payments to ensure future payments are made on time and have implemented a more comprehensive budgeting system to better navigate unexpected financial challenges.I kindly request your understanding and assistance in simply granting me a onetime goodwill credit to update the late payment to "current/on time" resulting from this incident on my credit report. I am committed to upholding a positive credit history with KFCU, and I value our longstanding relationship.Thank you for your understanding and consideration. I appreciate your ongoing support and look forward to maintaining a positive credit card relationship.

  

  Business response

  01/29/2024

  Thank you for reaching out. We understand that things happen, but unfortunately, we are required to report all payments as "late" after 30 days and cannot change that.

• Initial Complaint

  12/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Keesler Federal took provided poor communication and customer service on multiple occasions and were terrible to work with on correcting several issues with my account.

  

  Business response

  01/18/2024

  Member satisfaction is our top priority. Our member contact team has attempted multiple times to contact the member using the information provided in the complaint and have had no luck connecting.

  Customer response

  01/22/2024

  I received one phone call from Keesler Federal credit Union. It was a single persons name said call us back. I called them back and it took 8 1/2 minutes for me to find out what person to talk to since they left. no options for what department or what the call was about. After multiple calls, we did have a discussion and came to an agreement. They did not call me multiple times, and I had to put most of the effort in. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is *******************************, Paralegal, a person had to borrow money from me to buy stuff because the bank did not explain their account was locked and had money in the account. They refuse to refund the money I had to pay when it put me at risk to lose my house and has no emotion or concern said if I lose my house oh well good luck begging. We have tried to come up with a peaceful solution but they keep telling ******************** they can not refund the money to me because of their negligence I will be filling a disposition to Keesler for negligence and emotional damage and possible loss of home

  

  Business response

  12/15/2023

  Thank you for bringing your concern to our attention. The member in question had their account deactivated due to being 30 days delinquent. This was due to the member overdrafting their account, not due to any error on the part of Keesler Federal. The terms and conditions of the account in question were provided upon account opening, are readily available upon request, and were provided again when the deactivation of the account occurred. The money borrowed that is also in question, that money was not borrowed by Keesler Federal, so we are not able to refund that money and are not responsible for any emotional damage caused by the loss of that money. We appreciate your concern and are available to answer any questions you may have.

  Customer response

  12/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20981118

  I am rejecting this response because: it is their responsibility to resolve any matter caused by their business. I almost had a foreclosure because I was missing money which almost made me, my wife and a friend who has cancer because I had to help the person with purchases. It could have caused a death. 

  Regards,

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

  

  Business response

  12/18/2023

  In response to this complaint, the person who filed this complaint did not have any direct transactions with Keesler Federal Credit Union. The complaint is to retrieve money they lent to a member of our credit union. The money lent has not been repaid, which is the base for the complaint, but this is a personal matter and not one we are responsible for, so we ask that this complaint be closed. Thank you.

  

  Business response

  12/18/2023

  Unfortunately, the choice to lend money to the party in question was a personal choice and not one that Keesler Federal Credit Union had any participation in and therefore, are not responsible for. The monetary issues of the party in question were solely due to errors caused by negligent account management on their behalf and again, not an issue caused by Keesler Federal Credit Union. Any monetary issues with this matter need to be resolved between the two parties involved.

*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. ↩