Complaints

This profile includes complaints for U.S. Eagle Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  U.S. Eagle Federal Credit Union

  3939 Osuna Rd NE Albuquerque, NM 87109-4431

• 

  U.S. Eagle Federal Credit Union

  7201 Menaul Blvd NE Albuquerque, NM 87110-3631

• 

  U.S. Eagle Federal Credit Union

  4411 Irving Blvd NW Albuquerque, NM 87114-4286

• 

  U.S. Eagle Federal Credit Union

  2608 Tennessee St NE Albuquerque, NM 87110-4630

• 

  U.S. Eagle Federal Credit Union

  201 3rd St NW Albuquerque, NM 87102-3370

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $86,000 for a truck . The dealership sent the paperwork to my credit union. My credit union was then sending the paperwork to me but FED EX lost the paperwork en route to me and will not take responsibility for it. I have tried to reach out to the dealership for a duplicate title and they just point me to the previous owners. The Bank nor fed ex wants to help. I am stuck now at 9 months for this truck I paid $86000 for and am not able to drive it because I cannot register it . ****** (owner of dealership) ********** ******* (lead officer of processing department at US EAGLE **********

  Customer Answer

  Date: 12/17/2024

  Hi, I would like the bank to buy back the truck in the full purchase price if they cannot provide me with a title. If I do not have a title I cannot register the truck and therefore legally use the truck . I have been paying insurance and interest for a $86,320 truck that I cannot use. 

  Business Response

  Date: 12/20/2024

  Mr. *********,
  
  U.S. Eagle Federal Credit Union has received your Better Business Bureau complaint with regards to the missing vehicle title on your auto loan.
  You filed this complaint indicating that after purchasing the vehicle, U.S. Eagle mailed you the title information that, in turn, was then lost and not recovered by FedEx. FedEx is denying any responsibility with regards to the lost title, and you are claiming that U.S. Eagle is not willing to help you in this situation.

  
  We have reviewed your account and spoken with the appropriate departments to determine why this has happened and what current action has been taken to resolve this issue.

  
  You Purchased the vehicle on February 8, 2024. On March 13, 2024, U.S. Eagle Federal Credit Union sent the title packet to you by FedEx Standard Overnight. During the mailing, apparently FedEx the switched title we sent you with another packet we had sent and you received the wrong one. FedEx did not provide any information as to the location of the title packet that you were to receive. During this time one of our employees at U.S. Eagle was in communication with you. Our office attempted to make contact with the New Hampshire Motor Vehicle Department on October 1, 2024, to gain access to a duplicate title. However, due to the fact that U.S. Eagle Federal Credit Union is not the lienholder on the current title, the Motor Vehicle Department were very limited on their assistance. Our Loan Operations department attempted to contact the dealership where the vehicle was purchased. Our Loan Operations department was then informed that the dealership had since gone out of business. However, we were informed the dealership was, in fact, still in business.

  
  After extended communication with the Motor Vehicle Department, they did inform us that they had received a duplicate title request in April of 2024 and were going to reach out to the owners of the dealership and if that failed, they would attempt to make contact with the previous owner of the vehicle. After this instance an employee with the New Hampshire Motor Vehicle Department created a letter to the previous owners to inform them that they both needed to provide signatures for the duplicate title request.

  
  On October 2, 2024, the day after these discoveries, U.S. Eagle attempted to contact you and left a voicemail.

  
  On November 26, 2024, you contacted U.S. Eagle and we were able to explain to you that we could not make the duplicate title request as the previous owner was still listed on the title, as well as we are not the lienholder on the current title. Given this fact we cannot make any further strides to resolving this situation without the dealership taking action. We do not have the authority by law to make these requests on your behalf. It is the responsibility of the dealership, the title clerk and the finance manager to work with the local Motor Vehicle Department to request a duplicate title. You informed us that the dealership is pushing it back on you. This is also not your responsibility, it is, again, the dealership that should be making these strides for resolution.

  
  We do sincerely apologize for the issues and inconvenience that this has caused. Our AVP of Consumer Loans, over our Loan Operations Department has informed me that we are continuing to explore efforts to resolve this matter. We are continuing to work with the Motor Vehicle Department and we do desire to have this title issues resolved as quickly as possible.
  
  Sincerely,
  
  ***** *******

  Vice President, Risk Management

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with US Eagle, This account have been paid off.

  Business Response

  Date: 12/24/2024

  Dear ******,
  
  U.S. Eagle Federal Credit Union is in receipt of your complaint to the Better Business Bureau concerning the loan account you demand to be removed from your credit report.
  After thorough investigation of the circumstances surrounding the loan, we have found the following:

  
  In October of 2016 you took out a loan on a 2012 GMC Terrain for $22,006.65. In November of 2016 we received your first payment on the loan. U.S. Eagle received payments on the loan until May of 2022, when the payments stopped. In August of 2022, you spoke to a representative of U.S. Eagle Federal Credit Union and informed them that you gave this vehicle to a friend. You were under the impression that this friend would pick up the payments to the vehicle. This individual then moved to Kentucky without notifying you and stopped making payments. You asked to be taken off the loan at that time.

  
  In March of 2023, after having the loan sent to collections, U.S. Eagle charged off the loan and reported it to the credit bureaus. Unfortunately, U.S. Eagle Federal Credit Union never received noticed that this loan had changed hands or received any payment for the vehicle post June of 2022. From our understanding the vehicle was never re-titled, and a bill of sale never took place. The expectation that your friend would take over the payments of the vehicle was never communicated before the loan was already late.

  
  According to section 623 of the Fair Credit Reporting Act U.S. Eagle Federal Credit Union is required to report your consumer credit information in a fair, timely, and accurate manner. We must provide accurate information to the credit bureaus.

  
  Therefore, due to the fact that the loan was never transferred by law, and the fact the loan still remains in your name today, we cannot accurately and legally remove this charge off on your credit report. It is your responsibility to ensure that all loans and payments in your name are paid and maintained in accordance with the terms of the loan you entered into.
  We do sincerely apologize for the inconvenience this has caused you. However, U.S. Eagle contacted you about this loan and it being past due. We must also maintain the integrity of our consumer credit reporting practices. If you have any information that is contrary to our information stated herein, please feel free to contact us and we will address the situation.
  
  Regards,
  
  Patty Lindley
  Vice President, Risk Management

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to urgently address the issues on my credit report caused by the unauthorized sharing of my personal information with credit bureaus, which has led to considerable financial and emotional hardship. According to 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be kept confidential. Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is not permitted to share account details without my explicit consent, which I have not provided. The discrepancies related to EAGLE COM CU have negatively impacted my financial status, and I request immediate correction. Please also ensure compliance with 15 USC 1666(b), which prohibits treating credit card payments as late under certain conditions. My account details are as follows: Account Number: ********** I urge you to promptly review my account, correct the inaccuracies on my credit report, and strictly adhere to federal laws governing my information. If these concerns are not addressed swiftly, I may consider legal action. I appreciate your immediate attention to this matter. Sincerely, ******* ****

  Business Response

  Date: 08/22/2024

  Good afternoon *** ****,

  I believe U.S. Eagle Federal Credit Union may have received your complaint by Mistake.  I have researched our records, and I do not find an account in your name at U.S. Eagle FCU.  Furthermore, in reviewing your complaint, you referenced Eagle Com CU, which is a different credit union.  I wanted to make sure you were aware, so that you could forward your complaint to the correct business.

  Please reach out to me if I am mistaken and your complaint is against U.S. Eagle FCU.  

  Thank you,

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

  Vice President, Risk Management at U.S. Eagle Federal Credit Union

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

   

   

   

   

• Initial Complaint

  Date:12/13/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I am filing this complaint against the US Eagle Credit Union. I have had a vehicle loan with this Credit Union since June 2022. After I first secured this loan I noticed that the Credit Union assessed two forced insurance charges of $97 each on our loan because the dealer we purchased the vehicle from did not provide our insurance information. I emailed *************************** with our insurance declaration showing we had vehicle insurance for the duration of the loan. The Credit Union subsequently refunded the forced insurance charges assessed on 7/12/2022 and 8/09/2022 with a refund on 8/16/2022. At no point during this process did I receive any information from the Credit Union to indicate that I was required to provide insurance declarations for every policy period. A review of the FAQs on their website only explains that insurance is required for the duration of the loan. It was therefore my expectation that insurance declarations would only be required when I changed carriers and that the Credit Union would monitor our policy number to ensure that we had no lapse in coverage throughout the term. On November 22, 2023, after reviewing the status of our loan, I noticed that we had forced insurance charges assessed on our loan since January 3, 2022. I had received no messages from US Eagle via email, letter, phone, or internal secure messaging notifying me that these charges were being assessed or to provide updated insurance. My practice until that point had been to simply ensure that our monthly loan payment was processed. I did not realize that a forced insurance charge was added to the principle of our loan on different days each month. I immediately emailed *************************** with our insurance declaration for the current period and requested a refund of these forced insurance charges. I received no response to this email (attached, dated 11/22/2023), but I noticed a refund of $485 on our account which I believe is for the five forced insurance charges for the 6/01/2023-12/01/2023 period I provided. I sent a second email (dated 12/01/2023), which included our renewed vehicle insurance for the period of 12/01/2023- 06/01/2024. I sent this on the day the policy was renewed to avoid a forced insurance charge. No response to this email was provided and I had a forced insurance charge placed on our loan (dated 12/06/2023). I sent a third email (dated 12/02/2023), which included our vehicle insurance card for the 12/01/22-6/01/23 period to address the forced insurance charges remaining on our account. No response to this email has been provided and no refund issued. Finally, I sent a fourth email (dated 12/07/2023), which included a short history and all the attachments I previously provided. In that email I requested a response to this inquiry and noted that I would be filing a complaint with the NCUA and BBB if this issue was not promptly addressed. I have received no response to this email other than the refund of one forced insurance charge on 12/12/2023. Please let me know if any additional information is requested. Sincerely, *** ********

  Business Response

  Date: 12/27/2023

  Dear Mr. ********,

  U.S. Eagle is in receipt of your complaint to the Better Business Bureau concerning the forced insurance placed on your auto loan. 

  I have researched your account, and our records indicate the following:

  Your account with U.S. Eagle was opened on May 31, 2022, for the purpose of financing a 2022 Nissan Leaf, which you purchased on May 11, 2022.  The loan origination paperwork was signed by you at the dealership, *** **** ******, in Grand Junction, Co.  Included in the paperwork was an Agreement to Provide Accidental Physical Damage Insurance which you signed agreeing to maintain continuous insurance coverage.  However, the insurance policy that was provided to the dealership expired on June 5, 2022.
  

  Letters were sent on June 14, 2022, and June 28, 2022, requesting an updated policy.  U.S. Eagle never received a copy of your renewed policy, therefore $97.00 for forced insurance was placed against the loan on July 12, 2022, and August 9, 2022.  On August 16, 2022, after receiving a copy of your current insurance policy, U.S. Eagle refunded the forced insurance that was placed on the loan in the amount of $194.00.  The full amount was refunded because we were able to determine you had continuous coverage the entire time. 

  Once again, our records indicate that your policy expired on December 1, 2022.  A letter was sent to you on December 6, 2022, requesting a copy of your renewed policy and a second letter was sent to you on December 20, 2022.  On January 3, 2023, forced insurance was placed on the loan because a renewed policy was never received.  $97.00 was added to your loan each month to protect the vehicle per your Retail Installment Sale Contract and Agreement to Provide Accidental Physical Damage Insurance. 

  On November 24,2023 U.S. Eagle received a copy of your policy covering the period of June 1, 2023, through December 1, 2023.   Since we were able to confirm coverage back to June 2023, US Eagle refunded $485.00 in forced insurance for the months of June through October and an additional $97.00 for November.  We have not received any proof of coverage from December 2022 through May 2023.  If you could provide us with a copy of continued coverage though that time, we will refund the remaining amount. 

  I apologize for the inconvenience this situation has caused you, but U.S. Eagle made multiple attempts to obtain a copy of your insurance before the forced insurance was added to your loan.  Unfortunately, it is the member’s responsibility to ensure that US Eagle has a current copy of their insurance.  For privacy reasons, your insurance carrier will not release your personal information directly to us without your authorization. I have confirmed that we have current insurance coverage through June 1, 2024.  At that time, you will need to send us the renewed policy. 

  
  Respectfully submitted,
  
  ***** *******
  Vice President, Risk Management
  Enclosures

  Customer Answer

  Date: 12/28/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Hi,

  I appreciate the thorough response to my complaint.

  As it relates to the policy of December 2022- May 2023, I have provided proof of insurance in an emails dated December 2nd and December 7th. I have attached that information here as well. Please advise if additional information is required.

  Regarding the letters sent, I received the two letters you provided but I have never received any other letters indicating that I needed to provide updated insurance (which covers the bulk of these charges). In fact, when I called to discuss the initial forced insurance charges, I was told by the agent that the dealer failed to provide my insurance coverage and it was, therefore, my expectation that as the lienholder listed on the policy you would be updated if the policy were canceled going forward.

  I completely understand the need to have the car insured but I believe that these processes need to be much more transparent to the consumer. I work in the apartment industry and we have the same requirement for rental coverage and we will place insurance where needed but we do not rely on tenants to send updated insurance policy information after every renewal because it doesn't tell us whether the policy is active. As additionally insured listed on the policy we are notified where policies are canceled so we can notify the tenant to address the issue. 

  Regards,
  
  *** ******** 

   

  [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]

  Customer Answer

  Date: 01/02/2024

  I wanted to send a correction about which letters I have received from US Eagle Credit Union. I received the initial notice letters sent in June, though they ended up being delayed because our mailbox and mail was stolen. I did not receive the notification letters sent in December of 2022 nor any that were sent this December before the forced insurance fee on December 6th (even though I provided proof of insurance on December 1st).
  
  Also, I do want to note that I do not identify any clause in either the contracts provided that indicates that I need to provide documentation at every renewal of our vehicle insurance. 
  
  Instead, I think there are two clauses I feel are relevant to this policy: first that "[t]he policy must provide for at least 10 days' written notice to us before it can be canceled[]" and second in reference to the forced insurance coverage that "[w]e will notify you if we purchase this insurance..." I do not interpret either contract I signed nor any FAQ listed on US Eagle's website to require that I provide updates with each policy renewal and instead interpret these clauses to say that US Eagle will use its listing as lienholder to notify it of whether a policy is still in effect.
  
  Sincerely,
  *** ********

• Initial Complaint

  Date:12/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an auto loan with this U.S. Eagle for just over a year. In that time, I have had to set up auto pay 5 times. Every time I am given a new excuse as to why. I have even had one of the bank employees accuse me of trying to default. I have had to leave work on multiple occasions. My wife has been denied access and she is on the loan. I have had late fees to deal with. On top of all that every time I have to deal with this I am treated with disrespect.

  Business Response

  Date: 01/23/2024

  Dear Mr. ******,

  
  U.S. Eagle is in receipt of your complaint to the Better Business Bureau concerning the auto payment set up on your loan with US Eagle. 

  I have researched your account, and our records indicate the following:
  

  You opened your account with US Eagle on February 21, 2019.  On September 1, 2022, you financed your 2021 GMC Sierra 1500 by obtaining loan 202.  Our records indicate that you had set up an automatic payment though our online banking system to make your monthly loan payment.

  On November 14, 2023, US Eagle changed our online banking system to a new service provider.  Unfortunately, US Eagle was unable to transfer any automatic payments set up in the prior system to the new system.    Multiple notifications were sent to our members notifying them of this change and the requirement to reestablish.  However, we do understand that those communications can be overlooked.

  Since the late payments on your loan were due to the online banking conversion, US Eagle has removed any late payments that were reported against your credit bureau during this time.  The correction was made on Friday, January 19, 2024, and could take up to 10 business days to appear on your reports. I have also verified that the auto payment is now set up on the loan.  There is a biweekly payment of $350.00 set up. 

  I apologize for the inconvenience this issue caused you and for the experience you had while attempting to resolve it. 

  
  Respectfully submitted,
  
  ***** *******
  Vice President, Risk Management

  
  

  Customer Answer

  Date: 01/24/2024

  Complaint: ********
  
  I am rejecting this response because: They have given me this same excuse a few times, I have had to deal with this 4-5 time in the last year. They do not care that I have had to leave work 3 time, I have had to spend 30-45 min on the phone several times. It is just an excuse to make me go away. I believe the public need to know how customers are treated that is why I filed the complaint. 
  
  
  
  Regards,
  
  *** ******

   

  [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]

• Initial Complaint

  Date:07/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a checking account at US Eagle Federal Credit union like year ago for my disability checks I was overdrafted for couple days they didn't let me pay it they just closed my account I had to wait weeks to get my disability check mailed to me now when I try open new account they denied me . I would like to have my account back it was not my fault it was the bank faults they didn't close other customers accounts when they had overdrafts

  Business Response

  Date: 08/04/2023

  Dear Ms. *******,

  
  U.S. Eagle is in receipt of your complaint to the better business Bureau concerning the closure of your checking account due to overdrafts. 

  
  I have researched your account and our records indicate the following:

  
  Your savings account became overdrawn on August 2, 2021, due to two electronic drafts to * * * ***********  One in the amount of $995.00 and the other for $1,695.00.  The balance in your account at the time of presentment was $5.00.  Both items were returned due to non-sufficient funds and a fee was charged to your account for each, resulting in the overdrawn balance.

  
  On September 1, 2021, and September 16, 2021, US Eagle sent letters to the address on file on your account notifying you of the negative balance.  These letters stated that if the account was not brought current within 60 days from the original occurrence, the account would be closed.  Since we received no response from you, the account was closed on October 5, 2021, and the negative balance of $54.82 was charged off.

  
  Although, during this time, you had a monthly direct deposit coming into your checking account, the funds were immediately withdrawn within the same day they were deposited.  US Eagle was unable to collect the money owed in the saving account.  To maintain your membership with the credit union it does require that you maintain a minimum balance of $5.00 in your savings account.  Since this was not maintained, and the account remained negative for over 60 days, your checking account was also closed. 

  
  Our records indicate that the last time we received your direct deposit was on October 1, 2021, which was deposited to your checking account and withdrawn the same day.  We did not receive a deposit for November we have no record of your check being returned. 

  
  I apologize for the inconvenience this situation has caused you, but US Eagle made multiple attempts to resolve this issue with you before we took the action we did.  Unfortunately, due to the amount of time since the closing of the account, we are unable to reopen the same account.  However, we would be willing to open a new membership for you if the charged off amount has been repaid. 
  
  Respectfully submitted,
  
  ***** *******
  Vice President, Risk Management