ComplaintsforNusenda Credit Union
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Nusenda lost my POA for my mother. They had it and even authorized my signatures over the last year for checks, etc. I have tried to fax them and their fax machine has been busy.Business response
04/29/2024
Your comments concerning the service you received are very important to us. We value our members and are committed to providing a superior member service experience. A member of our management team will immediately reach out to you to review the specifics of what you shared. We are committed to addressing your concerns and appreciate your business.Initial Complaint
03/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid my Escrow Shortage on 02/06/24 understanding that my new monthly payment would still increase from 2023. I was sent a payment coupon from Nusenda Credit Union (NCU) in Feb indicating my monthly payment for March. I paid my mortgaged on 03/01/24 in the amount of the payment coupon. I then received a letter, dated 03/06/24 from NCU indicating my payment was short so NCU "took funds from my escrow to make the full payment." This was unauthorized by me and they are now demanding I pay this money back into my Escrow.Business response
04/02/2024
Your comments concerning the service you received are very important to us. We value our members and are committed to providing a superior member service experience. A member of our management team will immediately reach out to you to review the specifics of what you shared. We are committed to addressing your concerns and appreciate your business.Customer response
04/05/2024
Complaint: ********
I am rejecting this response because:I received a phone call from a spokesperson for Nusenda. She indicated Nusenda is researching the complaint. She requested 5-7 business days. She also indicated she would follow up with an email. I never received an email and haven’t been updated as of date.
Regards,
Shanna Lapsley[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]Business response
04/17/2024
Thank you for your concerns. Our staff has reached out to you via email, and due to the complexity of the situation, we have requested a call back. Per your wishes, we will be sending the resolution in writing.Initial Complaint
09/08/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Nusenda bank added $4774.00 to my new auto without contacting or notifying me. Nusenda stated that this charge was because they had yet to receive insurance information for the vehicle. Information was provided at the time of purchase and is under the same policy as other vehicles financed through Nusenda. It is hard to believe that Nusenda would add nearly five thousand dollars to a loan without an email, phone call, or letter. Nusenda stated that it outsources this work to ****** ********* and they are responsible.Business response
09/13/2023
We apologize for the inconvenience you have experienced. We are committed to resolving your service issue. A member of our management team will be in contact with you directly to assist you. Thank you for your membership and the opportunity to serve you.Initial Complaint
07/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
Overdrafted me nearly $300.00, now I can’t pay what I needed to.Business response
08/10/2023
We value our members and are committed to providing a superior member service experience. A member of our management team has contacted you to review the specifics of what you shared and will be in touch when our research is completed. We are committed to addressing your concerns and appreciate your membership.Initial Complaint
05/15/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a Mortgage account with Nusenda Credit Union for **** ******** *** *** ************ *** *****. I sold this house on February 22, 2022. The closing paperwork I signed had my new address **** ******** *** *** ************ *** *****. I assumed my refund of $3,061.81 from escrow would be sent automatically after this paperwork with my new address was submitted to Nusenda. It was not and I have been calling since February several times. The 1st time I called they told me it was sent to the old address and to give me a few weeks to see if it would be routed to my new address. Then I was told I needed to wait more to file a re-issue/Investigation process. I did wait then called again and was told it was filed and would take a few months to be completed and the check to be sent. I was told I would receive the check within 2 months but no later than the end of May. I have been calling several times in between for updates. Each time it is the same story the process is still going but you will receive the check before the end of May. Today I called and apparently nothing has been done and a new submission to re-issue the check was again submitted and I was told it would take more time but would receive it within 2 months again. I have many bills that I need to pay with this money and this company is giving me the runaround and are refusing to give me my refund. Account#**********Business response
05/17/2023
Thank you for sharing your feedback. We value our members and are committed to providing an exceptional member service experience. A member of our team will been in contact to review the specifics of what you shared. We are committed to addressing your concerns and appreciate your membership.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
11 total complaints in the last 3 years.
6 complaints closed in the last 12 months.