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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My complaint is a payment I made which was never credited to my account. I applied for a credit card through First Financial Credit Union on September 26, 2022. Received Visa card on October 11, 2022 I used the Visa card up to October 13, 2023. I misplaced the Visa card so I reported it and it was closed. Around their this time I received a letter telling me the visa card will be closed since they were switching to master card.
Business response
01/23/2024
This credit card is from First Financial Credit Union in New Mexico. This complaint is not for an account with our institution. First Financial Credit Union in Skokie/Chicago is now Encurage Financial Network Credit Union. This should be redirected to the proper institution.Business response
02/27/2024
Dear Mr. ************
I am very sorry to hear about the payment you made of $190, that was not originally applied to your credit card. I had our team research and they did not find any recorded calls or secure messages from you, regarding the missing payment. You may have gone into a branch but we don't record those conversations.
In order for the team to research the item with FIS (our third-party credit card processor) we needed a copy of the back of the money order. When you submitted your complaint to the BBB, you included a copy of the money order which allowed us to research it. What we found was that FIS had miss-applied your payment. The money order was sent directly to FIS, rather than FFCU and it did not include the payment coupon, only the last 4 digits of the account. Thus, FIS had a difficult time reading your name properly and applying it properly without the full account number. With that said, we were able to work with FIS to find your miss-applied payment of $190 and we reposted it correctly to your account on 02/18/2024, with an effective date of 10/30/2023. In addition, we refunded a finance charge of $1.04 to your account on 02/18/2024. I also confirmed that your old VISA card was closed, and you received your new Mastercard with us and it is now activated. Therefore, you should be all set but please know that you can contact us directly, should you have any issues in the future at **************. Again, I apologize for the inconvenience and we truly appreciate your business and your patience.
Customer response
03/01/2024
** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ********* ** *** ***** *** *** ****** ** ****** ******* ****
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,
***** ***********
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Contact Information
4910 Union Way NE
Albuquerque, NM 87107-7014
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.