ComplaintsforSkyla Credit Union

• Initial Complaint

  06/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Date of transaction April 26 Amount paid $119.95 ( did not approve)Dispute is the approved amount was $6.95 not $119.95 Company offered a discount to which I declined Detailed info attached in files

  Customer response

  06/19/2023

  I approved $6.95 not $119.95 for the product. Upon being charged I notified my bank and the company in question. I would like my refund for the money I was charged. 

  I approved a transaction for $6.95 on April 16, 2023, for a product for a facial skin care product over my cell phone. Transaction in the amount of $119.95 showed up on my account on April 26, 2023. I contacted my bank Skyla Credit Union, stating that I was showing a charge for $119.95 and inquiring what the charge was for.  ******** told me to contact the company that charged the account. After searching the internet, I found a number and spoke to a young lady who told me that the actual charge for the product was $119.95. I advised her that I did not see nor agree to that price only the $6.95. The lady advised me that the product was $119.95 and that I had 7 days to try out the product and cancel it. I did not even have the product for 7 days and how I could possibly try a product out before I even physically receive it. She replied you have 7 days from purchase even if you have not received the product (Which didn't make sense to me, how can I try a product I don't have?) I asked for a supervisor to which she advised she didn't have one before repeatedly putting me on hold/mute and returning to call chanting "7 days, 7 days, 7 days." (Please listen to the recording) She offered to give me a discount, I repeatedly declined, and she finally hung up on me. I then contacted my bank to dispute the charge. May 1st, I messaged the bank asking about my credit. May 2nd, I received a provisional credit in the amount of $113.  June 16, 2023, I received a credit reversal in the amount of $113.00. Later after listening to the voicemail the lady who I spoke to from the company offered my discounts, to which I previously declined offering to send the unused product back. I called the bank and spoke to ********* in the ******************* She stated that the company who took my money displayed proof that I approved the charge for $119.95 and that the back would not refund the charge. I even asked why the credit was $113 when the charge was $119.95 to which she replied that I stated the product was $6.95. I advised her that I had been charged both $6.95 and $119.95 and there was no need for them to subtract the $6.95 from the total. (It would have still been a double charge of the $6.95) I then asked do you have contact info from the company so I can speak with someone in charge. She advised the contact info should be in the documentation she was sending. After opening the document, I noticed 1. There is no phone number attached, 2. If I received the product on the 22^nd and was charged the 26^th that again that was not 7 days for me to try the product. 3. The $6.95 I was charged and agreed to does not show up on the documentation they sent to the bank. Please assist me with getting my refund

  Business response

  06/23/2023

  Skyla CU will need more time to investigate this complaint. Thank you.

  Business response

  06/28/2023

  We are still re-investigating the claim and at this time have given a provisional credit of $119.95 while the investigation is in process. Thank you.

  Customer response

  06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, I understand that the investigation is still pending and I have been provided a credit.  
  Thank you. 
  

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Although we contacted Skyla Credit Union a few dozens of times to close my saving account and get a check for the closing balance for a month and a half, as of May 9, 2023, I have not received the check yet. We had to call a dozen of times to speak with a right person of the issue, which is the lost check in the mail. Finally, we reached a right person today, May 9, and he told me that I have to come into the branch to fill out paperwork in person and that I have to make an appointment with them.They dont allow ** to withdraw at a balance of $0 in the saving account, so the remaining balance has to get a check via mail, which is NOT always reliable. They should reissue a check without a such trouble for customers who dont live close to a branch or who dont drive and its very hard to arrange transportation. Not all customers are mobile or live close to their branches. Do they require customers who move to out of state to come into their branch in person to receive our money? It doesnt make sense at all. In my case, I am home-bound and I dont drive due to my disability. Also, I dont live close to one of their branches. So, it is very difficult to go to their branch. Moreover, I am planning to move in a suburb soon. If I move, I am unable to go into their branch.Well, I am guessing that this is a way to steal customers money!

  Business response

  05/15/2023

  Skyla Federal Credit Union has reviewed and investigated BBB Claim #********. Our response is as follows:

  Skyla CU did complete the request to close the account by check on March 20,2023. As the request was completed with a cashier's check that is being reported as lost, an affidavit must be completed by the member to re-process the item. The complaint indicates that the member is unable to visit a local office in Charlotte, ** or *************. We will be happy to email the affidavit to the email address of account record (same as listed in complaint) for the member to complete and return; however, it does require the member's signature. Once the document is returned and verified, Skyla will be able to re-process the item and mail again.

  Skyla CU considers this matter investigated and closed.

  Thank you,

  Skyla CU Risk Department

• Initial Complaint

  01/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I banked here because my husband had a relationship with the bank because of his connection to the community. Sadly, he has passed away. I had to close his accounts there to open an estate account. The first problem was closing the account. I went in and spoke to the branch manager ********, who has absolutely no clue what he is doing. Hes asking why do I need to close the account, well hes deceased now and estate requires this Sir. ** finally close the account. I dont dare attempt to open an estate account with him bc I can already see this will be a problem. I try at another branch, off of Central and of course, I never even heard back from them. Therefore, I dont need this bank. I go in to close my 2 personal accounts and a joint account. The Bank ****** explains to me that I have a pending charge, so she will leave that amount in the account and then close it. Why is the account still not closed? I return to let the Bank Teller know she hasnt closed the account and now it is incurring charges. ******** intervenes again but all he can do is call someone. I finally spoke to ***** who escalated this up to her manager and I appreciate. However, her manager just tells her, weeks later, I need to speak to a branch manager. They do not do their job or hold the employees accountable. I want my money back bc now I have to pay to close out my account when I have already done my part. This is not a true credit union. The sad part is this location is in a very low income area and I hope they do not experience this type of behavior. I will never bank with them again.

  Business response

  01/24/2023

  Skyla Credit Union has resolved the complaint with the member. Thank you.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off I have been a member of this credit union for over 20 years. As of 9-13-2022 I am done with them!!!! I opened a dispute through my credit card with Premier/ Charlotte Metro for a purchase that I made to the ************* in February 2022 for $3700. I returned the merchandise back to GC but was never credited. Premier/ Charlotte Metro issued me temp credit while they disputed the charge. I never heard anything back from Premier/ Charlotte Metro about the charge until i called 3 or 4 months later. Premier finally issued me a permanent credit for the purchase which is cool. I get an email in 9-12-22 from Premier stating that they gave me to credits for $3700 by mistake and they are billing me back one of the $3700!!!!! WTH??? Who does business like that ? That is an error they made and I do not believe that I was billed twice. Either way this is something they should eat because its an error on their part. It has caused me major stress and I am closing all my accounts with Premier/ Charlotte Metro today and may seek legal action.

  Business response

  09/14/2022

  **************,
  
  Premier FCU, KNA Charlotte Metro Federal Credit Union (CMCU), has review your submitted BBB complaints #******** and #********. The results of the review are as follows:
  
  In response to a $3629.49 credit card billing dispute filed by you on February 22, 2022 against a merchant, CMCU issued a provisional credit to your credit card account in the amount of $3,309.24 on March 8, 2022 for use while the dispute was investigated. This was the provisional credit amount since the merchant had already applied a partial credit of $320.25 on February 18, 2022.
  
  In accordance with billing dispute rules, CMCU and the merchant conducted an investigation and upon conclusion, the dispute was decided in your favor on May 2, 2022. It was determined that the provisional credit applied to your credit card on March 8, 2022 would remain in place. Inadvertently,an additional credit of $3,309.24 was posted to your credit card on May 2, 2022 at the conclusion of the investigation.
  
  The duplicate credit posting was discovered on September 12, 2022. CMCU issued communication to you concerning the duplicate credit posting and notification that the duplication would be reversed from your credit card on September 19, 2022.
  
  CMCU has thoroughly reviewed both BBB complaints and considers the investigation closed.

  Customer response

  09/14/2022

   
  Complaint: 18018362
  
  I am rejecting this response because:

   

  I don't give a **** what your reasoning is regardless is the principle. You put $3300 back on my **** account. I will not be doing business with Premier or Charlotte Metro going forward and I will not be paying the amount so you can consider it going to collections. You made an error you should accept it
  
  Sincerely,
  
  ***********************

  Business response

  09/21/2022

  CMCU has no further information and considers the complaint answered.

  Customer response

  09/21/2022

   
  Complaint: 18018362
  
  I am rejecting this response because: I hate Charlotte Metro and Premier and will not do business with them again and will do everything in my will power to make everyone aware of their business practices. S**** them
  
  Sincerely,
  
  ***********************

  Business response

  09/22/2022

  CMCU has no further information.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have called CMCU multiple times and no one at the customer service center via email or phone call can tell me how to properly access my business online statements. I call this morning from ********** and spoke to a rep named *****. He was very disrespectful and told me that there was no reason for me to be mad. He also initially dismissed me and told me to go into a branch. I would like this call pulled and listened to because this was some of the worst customer service I have ever received and on top of that I still cant access my business account statements. He also refused to allow me to leave the local branch manager a voice mail. I need someone to call me to set up a separate online business account. My account is open. I just woke like my accounting separate because I am saving for my investment property.

  Business response

  08/19/2022

  Charlotte Metro Federal Credit Union (CMCU) has reviewed and investigated BBB Claim #********. Our response is as follows:

  
  ******************** service complaint has been received. An attempt to reach him by phone on 08/17/2022 was unsuccessful. He may enroll his business account into the online banking service to view his business account statements. Moreover, he is welcome to visit his local branch or contact us by phone if enrollment assistance is needed.

  
  Charlotte Metro Federal Credit Union considers this complaint investigated and closed.

  Customer response

  08/20/2022

   
  Complaint: 17728004
  
  I am rejecting this response because: I have called customer service multiple times to resolve this issue. They also did not address they way I was treated by the contact center representative *****. I need help enrolling my business account or instructions sent over.
  
  Sincerely,
  
  *************************

  Business response

  08/23/2022

  ****************** has reported to the credit union on August 23, 2022 that his issue has been resolved and that he would be marking the complaint as resolved. Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a secured credit card with this institution. Just last month I had fraud on the card due to identity theft that occurred to me and they did not investigate the fraud after it was reported. Furthermore after allowing the **** spending limit to get maxed out they closed the card and the account that guarantee it to pay the balance off without my consent when I was not in any violation of card member agreement. They intentionally applied a deposit on 12/10/2021 to the credit card so the balance kept low instead of putting the funds in my checking account like the other check that was deposited. This institution sent me a letter stating that I could no longer have a debit or credit card due to the one fraud claim on this credit card that had occurred and a former debit card dispute months ago that was settled. There was no pattern in these fraud disputes. The identity theft that occurred to me on this credit card has cost me well over **** when you combined the **** security deposit and my paycheck they posted to the credit card. I need them to reverse this fraud at the minimal and I will be glad to never have an account with them again. They have stole my money due to the lack of doing their due diligence and reversing the fraud that occurred.

  Business response

  01/14/2022

  Charlotte Metro Federal Credit Union (CMCU) has reviewed the BBB Claim #******** submitted by ******************************************* on 01/12/2022.

  
  CMCU has reviewed Mr. ********* account, as well as his disputed credit card transactions and found no error in the dispute claim. Furthermore,CMCU has not intentionally conducted any transactions on Mr. ********* account.  Transactions conducted on Mr.********* account and credit card were processed electronically by mobile phone or online banking access or manually at his direction.

  
  CMCU exercised its right, per member agreement, to notify and terminate card services on Mr. ********* account due to notifying us that he was leaving the country and then disputing all of the charges that occurred while out of the country, despite evidence that ******************** accessed and transacted on his account often while out of the country through online banking using the same phone prior to leaving the country.

  
  CMCU has reviewed this matter fully and consider the complaint answered.

  Customer response

  01/20/2022

   
  Complaint: 16455622
  I am rejecting this response because: Your institution made no attempt to look into any of the transactions because if you did ****** search any of the transactions you would find the merchants was hardware stores and not typical places that a tourist would use funds during a vacation. Your institutions neglect to even look at the transactions in dispute verses the non disputed ones in my checking account that is with you shows that your institution is abusing power and not investigating fraud to its fullest. With said I made contact as fast as possible to let your institution know that I was in possession of my debit card and not the credit card due to the lack of having an international contact number. I furthermore only put a travel alert on my debit card for I had no intentions of using my credit card because I was having my paycheck deposited into checking on 12/10/2021. Your institution forced me to make online cash advances to my checking account from the credit card after your institution didnt deposit my check but made it a payment to the credit card without my authorization. If the deposit would have been placed into checking your institution would have prevented an additional **** of fraud that occurred on the credit card. If your institution is doing what is in the best interest of the customer you would have flagged this suspicious activity where my transfers to checking was all that occurred when large transactions was made. But I do also want to mention that according to the ***************** website the Domenican Republic is on a level 3:Reconsider Travel advisory due to COVID 19, armed robbery, and theft. Lastly there was almost $10,000 in reported fraud and over 50 transactions. How would I possibly buy so much and be able to return it to the **? This is complete abuse of power where your institution is not concerned about identity theft and fraud that occurred to your customer.
  
  ***************************************

  Business response

  01/27/2022

  Charlotte Metro Federal Credit Union (CMCU) has reviewed the BBB Claim #******** submitted by ******************************************* on 01/21/2022.

  
  CMCU restates that Mr. ********* deposit on 12/13/2021 to his credit card was processed under the direction and instructions of an individual authorized by him. Further review of transactions and Mr. ********* phone call to credit union on 12/27/2021 shows that ******************** was aware of the transactions on his account and could have contacted the credit union to obtain further information. By his own admission on 12/27/2021 he was still out of the country when he contacted the credit union and had knowledge of the transaction being performed on his account prior to 12/27/2021. Thus, he could have also contacted the credit union at a time prior to 12/27/2021.

  
  CMCU has reviewed Mr. ********* account, as well as his disputed credit card transactions and found no error in the dispute claim. CMCU has reviewed this matter fully and consider the complaint answered.

  Customer response

  01/31/2022

   
  Complaint: 16455622
  
  I am rejecting this response because: The matter of investigating the fraudulent charges have not been addressed. Nor the matter that the credit union is intentionally choosing to not investigate them. This is an abuse of power as I stated before. I am requesting that we mediate this matter so your institution can avoid legal action. 
  
  Sincerely,
  
  ***************************************

  Business response

  02/02/2022

  Charlotte Metro Federal Credit Union (CMCU) has reviewed the rebuttal response to BBB Claim #******** submitted by ******************************************* on 01/31/2022. 

  
  CMCU has properly investigated Mr. ********* claim per regulation. The investigation began on December 27, 2021 and concluded on January 10, 2022. Documentation of the investigation was sent to ******************** at both times. If additional copies of the letters are needed, ******************** may contact CMCU's Risk Department. 

  
  CMCU has reviewed this matter fully and consider the complaint answered.
  

  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  You all are reporting an account on my Checksystems report that does not belong to me. I have never resided in **. Please remove. I called your customer service and after waiting on hold for countless hours I was disconnected on.

  Business response

  12/13/2021

  I'm reaching out concerning the BBB notice above that we recently received. Charlotte Metro is still investigating this notice and will not meet the 5-calendar day deadline to respond. We hope to have an answer by the end of next week. 

  Thank you,

*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. ↩