ComplaintsforKeesler Federal Credit Union

• 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.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ********************** of ******* and Consumer Finance National Credit Union ************************ of the *********** of the ************************************************** Federal Financial ******************************** Keesler Federal Credit Union **************** Dear Sir or Madam, I am writing again to address an UNRESOLVED issue that has transpired with my account, which occurred on August 28, 2023. On that date, I deposited $22.42 into my Keesler account from Cash App. To my surprise, this transaction was posted twice on August 28, resulting in two deposits of $22.42. I was only responsible for making one deposit, and I initially did not notice the presence of an additional $22.42 in my account.At the time of this incident, I was anticipating a $20 refund from ******** and I mistakenly believed that the extra $20+ in my account was related to this refund. Consequently, I used $14 of the funds, assuming that it was my expected refund. However, a day or two later, the error was discovered, and the extra $22.42 was deducted from my account. The transaction description noted it as "Cash app Mismatch." What further exacerbated the situation was that I was charged a $25 overdraft fee four times. This is on my savings account that has a debit card and I have REPEATEDLY asked to opt out from these deceptive charges. These charges occurred because Keesler Federal Credit Union reorders their transactions in numerous ways during processing. This practice is intended to lead to overdraft fees for their customers, including myself. This is how they scam customers of money. I have previously reached out to Keesler Federal Credit Union by writing a letter addressing this issue, requesting a refund of the ****** in overdraft charges. Regrettably, my request was denied and I never received proof the error was on Cash App's end as they are claiming. Cash app is emphatic it is an error on Keesler Credit Union's end. I am aware that Keesler Federal Credit Union has faced legal action and numerous complaints from customers regarding their transaction processing practices, which are widely discussed on the Internet. Two class action lawsuits have been proposed that I came across. Therefore, I feel compelled to formally request an investigation into the operations and practices of Keesler Federal Credit Union.I am committed to being vocal about this matter, and I intend to escalate my concerns over and over to as many agencies in the US Government that will listen. Keesler Federal Credit Union has suggested that the error is attributed to Cash App, while **** App maintains that the mistake was made by Keesler Federal Credit Union. As a customer, I am primarily concerned that a financial institution's error has led to financial consequences that should not have been borne by the customer. These practices remind me of the ***** Fargo scandal. Reversing the $****** in overdraft fees, I believe, it is in the best interest of both the credit union and its members to ensure fair and transparent practices.

  

  Business response

  12/06/2023

  Our Member Support Team reviewed what has transpired and ultimately, the charges being questioned by the member are valid and occurred due actions by the member outside of our control. We appreciate their years of being a member with Keesler Federal Credit Union and take their concerns very seriously, but we will not be moving forward with any refunds at this time.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with KEESLER FEDERAL C U, I do not have a contract with KEESLER FEDERAL C U, they did not provide me with the original contract as I requested.

  

  Business response

  09/26/2023

  Hello, we have tried contacting ******* several times now via telephone and have been unsuccessful. The mailbox is full and we have been unable to leave a voicemail as well. We are eager to try and resolve this issue but will need to speak to the member directly first. We can be reached at ************. Thank you.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday 08/12/2023 I deposited a check in the amount of $3700.00. A hold was placed on the check by the bank for whatever reason. They said they were holding the check until 08/16/2023. After the check was put into my account I had some other bills and charges pending, they were due to be processed on the 16th and 17th. So I wasn't worried as we had the money in the bank and they would all clear at the same time or after the check hold was over. To my surprise they started putting things through before the 16th or 17th. Each time causing a NFS Fee of $25 to be charged to my account even. As of now 5 items that were due to come on the 16th and 17th have all been put through early to cause these NFS fees in the amount of $150 as of now. I have called them asking why they were still had are money on hold but was allowing all these charges that should not have gone through to be pushed through. We have money in the account but they are refusing to release it and purposely charging these NFS fees for their own profit.

  

  Business response

  08/31/2023

  All checks are subject to a hold, as stated on all deposit receipts. Our records show that Mr. ********* made a check deposit on a Saturday at 4 p.m. that was put on hold, which led to overdraft charges. However, after speaking with a member contact consultant here at the credit union, all overdraft and transfer fees were reversed and refunded on 8/15-8/17. So, Mr. ********* should be in the clear now. Thank you. 
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keesler forced insurance on my loan stating that I didn’t have insurance, however I have had insurance from day one of the loan and provided proof to Keesler of that insurance on my auto loan. They say my deductible can not be over 1000.00, this was never explained to me in any way by anyone, now they say they are about to start repossession on my auto because I am 2 months behind on my loan due to the fact that my monthly payments doubled because to the insurance they forced. I have made my regular monthly payments every month and I am not 2 months behind! I have provided proof of everything they have asked for and this is stressing me out! I can’t loose my truck it’s my transportation to my job! I just can’t seem to understand how this happened when there was never a lapse in my insurance coverage, and I have sent proof of that to Keesler I just want the forced insurance to be removed and my account to be corrected, if Keesler can’t do that, I will be getting a attorney to handle this for me! I have been treated so unfair by this action I work hard everyday and I nor anyone else needs this extra stress in the world we live on today!

  

  Business response

  07/27/2023

  We have verified with the member's insurance company that there is no comp or collision on the vehicle. We have spoken with the member and he stated that vehicle was purchased for his son. His son is in possession of the vehicle and is responsible for the payments and insurance. We have let  him know the status of the insurance and the reason insurance was forced placed and he understood. The member called back and stated a payment would be made today and proper insurance obtained.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 100% disabled American Veteran. I went in for an auto loan refinance and the Financial Service Rep put a Credit Life Protection on my account without me authorizing it and told me I was signing something else on the pin pad. No contract or paperwork was presented to me during the whole process of me signing. I have been deemed incompetent to handle my own finances and have a federal fiduciary which they should’ve contacted but didn’t and I feel as though I was taken advantage of and discriminated against due to my disability. I called the bank and explained that I wanted them to refund me in the amount $57.53 and they told me that I signed it and it’s been over 30 days and they wouldn’t refund me the money. I think it’s ashame that a business is allowed to take advantage of disabled people this way. Please help

  

  Business response

  05/17/2023

  We have attempted to contact Mr. *******, but received no answer.  If the member would please contact us at 1-888-******** we would be happy to help him resolve this issue. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Being active duty Air Force in the 1980's, I opened a saving account at KFCU and had a small deposit there. I left that money in the account throughout my Air Force career and even after retirement. This month we were doing our Federal taxes and noticed that KFCU paid us 16 cents in dividends but charged us $25 in fees. I called their office and they would not return this money to me. I closed my account and requested the money be sent to my mailing address. I want my $25 fees returned and that is stealing. I request you assistance in righting this wrong. The statement that I've attached only shows $20 in fees but they charged me another $5 that's not on the statement.

  

  Business response

  02/14/2023

  Mr. *****, we have talked with our member contact center and were informed that the fees you were charged cannot be refunded due to the fact that the account was closed. We apologize for the inconvenience. If you would like to discuss this further, please feel free to call our member contact center at 1-888-533-7537. Thank you! 

  Customer response

  02/14/2023

   

   Complaint: ********

  I am rejecting this response because:

  The account was closed because that is what they wanted me to do.  They have my home address IF THEY WANTED to send me a refund check so NO, I do not accept their sorry excuse.

  Mail me a check and let's end this problem.
  

  Regards,

  ****** *****

  Customer response

  02/24/2023

   Complaint: ********

  I am rejecting this response because:

  KFCU's response was that they will look into the matter. Of course, that is no proper response to my complaint. The only response that is acceptable and proper is for KFCU to return the money that they stole out of my account without my permission.  They have my home address so draft a check and send it to me without hesitation. Just do it.

  Is that little bit of money worth having a pissed off customer that is willing to dedicate his life to this cause?

  Make it right
  

  ****** *****

   

  

  Business response

  03/03/2023

  Mr. *****, the Director of Member Services has authorized your reimbursement for $25.00. Thank you for your patience during this. 

  Customer response

  03/06/2023

  Better Business Bureau:

  I have reviewed the refund of the money that KFCU improperly removed from my account. I thus consider this situation in reference to complaint ID ******** closed.

  Any company that tries to defraud a veteran of over 20 years is not to be trusted. Although I consider this case over and done with, I would recommend that anyone doing business with KFCU reconsider their options.

  Thank you for your help in getting them to resolve this unpleasant situation.

  Regards,

  ****** *****, MSgt,

  USAF Retired
  

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keesler has not reported anything to the credit bureau’s and it is stating that we still owe 5 months worth of payments. Also as well with them not reporting anything it’s causing an issue with getting any other loan or assistance with any other institution. We’re not able to refinance the vehicle because they haven’t reported anything or released any information to us regarding us to transfer the vehicle to another bank. We have had several conversations regarding certain items and paperwork being emailed to us and they have said that they weren’t suppose to send anything out and that we were liars and had visible proof and read it off to them verbatim. They have basically caused us health issues as well due to having to have medical help due to the amount of stress and anxiety they have put on us the last few months dealing with there service and trying to get things swapped over. It has financially put us in a bind. They have also contacted us after payments have been made harassing us saying no payments were made and they have been. They contacted us thanksgiving day about a payment that had already been made.

  

  Business response

  12/15/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have recently emailed correspondence to you on 12/13/2022 after speaking with you on the phone. If you have further questions, please call our Collections team at 1-888-533-7537 ext. 6450.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have experienced declines (not because of inadequate funds) on my debit card at various businesses. Prior to this credit union I never had an issue with a debit card being declined. CU representative advised I should call them anytime I have an issue with a retailer. Not a viable option, as when I called a week prior to this call the wait time was 60+ customers ahead of me. Not realistic to have a line of customer or the retailer to wait until a CU rep picks up the call. Suggest the CU adequately staff their customer service to respond per the CU representative suggestion to call at time of card usage or provide a better recourse than what the CU representative suggested. It is embarrassing to continuously have your card denied.

  

  Business response

  11/28/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have recently sent correspondence to you regarding this. If you have further questions, please call our Collections team at 1-888-533-7537 ext. 6450.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been asking KFCU for months to please stop a charge on my account. Every month the same charge appears on my account. I changed my card and still another charge. They tell me it's coming from my debit card, but there is no possible way after changing my card. No matter, how are they not able to stop a charge I've told them is fraudulent and allow it to charge my account every month? I tried to close the account and they said I had to wait until the fraud charge cleared before I could close it. The charge is from StraightTalk and the charge is around $38 a month. I don't want to close my account. I have a bunch of accounts there with my husband and 3 of my kids. It's really convenient in that way. But them allowing this charge to continue is absurd. At least the overdraw fees could be returned...

  

  Business response

  09/20/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have addressed this matter. If you have any questions, please call our Member Contact Center at 1-888-533-7537.

*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. ↩