Complaints

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:03/26/2025

  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.

  FourLeaf Credit Union has held funds for a week in my savings account that were taken from the other bank on the day of the transfer. After talking to FourLeaf everyday, and being switched to 3 people each on each call, there is still no resolution to release the funds. The transfer was guided by a chat as FourLeaf does not provide an account to transfer to other than a loan. ******* only stepped up assistance when I mentioned the BBB.

  Business Response

  Date: 04/18/2025

  Dear ***** ********,
  
  I am writing to you in response to your written complaint to the Better Business Bureau (BBB), dated March 25, 2025, with respect to FourLeaf Federal Credit Union (FourLeaf).
  
  In your complaint, your request that FourLeaf release funds held in your savings account.
  
  According to our records, you initiated a transfer from an external bank account to your ********************** Unsecured Line of Credit on March 21, 2025. At your request, these funds have since been transferred to your savings account and are fully available for your use. As such, we believe this matter has been resolved.
  
  We acknowledge that during an interaction with a FourLeaf representative, you were provided with inaccurate information. We apologize for any inconvenience that this has caused and have brought this to the attention of the appropriate management teams for coaching purposes.
  
  I hope this information brings clarity to the situation.
  
  
  Sincerely,
  
  **** ***** ******** ******* ****** ***** ****** ********* ****** **********

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 vehicle lease with Bethpage Federal Credit Union in which I made every monthly payment on time and my final monthly payment was made on 4/2/24. I received a payment notice for the total outstanding cost of the vehicle via mail dated 4/15/24 in the amount of $29,765.47. I called in to speak the Bethpage customer care team and they told me that this notice could be disregarded unless I planned to purchase the vehicle, which I wound up not doing. I was assured that I would receive a final bill in the mail for the disposition fee. This final bill was either never sent by Bethpage FCU or never received despite me receiving other mail from Bethpage in the past. To this date Bethpage has not provided any proof that this bill was actually mailed.Months later, I noticed in my web portal that my account was still not marked as closed, I messaged with the online support for their website and they told me they did not see anything for me to pay and to reach out to the leasing company of the vehicle, which I did, and was again told nothing further was needed. The web portal also gave me no information that my final bill was due or how to pay. On 2/6/25 I received a notification from Experian that Bethpage had reported my account as charged-off, despite no further notifications or communications being sent to alert me that my bill was past due. This was the only way that I found out that I still owed any money to ****. I immediately reached out to them, had them send me the final bill via email, and paid it within ******* is evident based on prior BBB complaints this is a common occurrence with this firm and that they knowingly do not send follow-up communications to customers that have an outstanding balance, and then just report these funds as late or charged off and cause detrimental damage to their credit scores. This is either an indication of antiquated business practices and poorly trained staff, or purposefully deceptive procedures.

  Business Response

  Date: 04/14/2025

  Dear ******** *****,
  
  Your correspondence to the Better Business Bureau (BBB) dated March 21, 2025, was received by FourLeaf Federal Credit Union (FourLeaf), formerly Bethpage Federal Credit Union, and we appreciate the opportunity to review and address your concerns.
  
  Our records indicate that an amendment was submitted on April 11, 2025, to remove the negative information that was reported to the consumer reporting agencies (****) regarding your end of lease turn-in. We previously communicated this to you in a letter dated April 11, 2025, that was mailed to your address on file.
  
  Please kindly note that while we have submitted this update electronically, the **** may take thirty (30) to sixty (60) days to reflect the amendment on your credit profile.
  
  We apologize for the inconvenience this has caused you and regret that you had this experience with us.
  If you require further assistance, please contact us at ************, option *.
  
  Sincerely,
  
  
  ********* ****** ******** ******* ****** ***** ****** ********* ****** **********

  Customer Answer

  Date: 04/15/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** *****
  
  
  
   
  
  

• Initial Complaint

  Date:02/18/2025

  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.

  In January, Bethpage incorrectly reported to credit bureaus that I made a late payment on my HELOC. Details are as follows:- In November 2024, I paid off HELOC balance in full. This payment was credited on November 13, 2024 and appears on my Bethpage statement covering November 1, 2024-November 30, 2024. - My November statement also clearly states that my account has a zero balance. My December statement (covering December 1, 2024-December 31, 2024) similarly states that I have a zero balance.- Nonetheless, on January 28, 2025, Bethpage reported to the credit bureaus that I allegedly missed a December payment of $57.18. This, despite the fact that no bill or charge of $57.18 appears on my November 2024 or December 2024 statements. - In fact, the first reference to any money due appears on the statement covering January 1, 2025-January 31, 2025. This statement was not delivered to me until February 2025. In other words, Bethpage did not notify me that $57.18 was allegedly owing until after it had reported the $57.18 to the credit bureaus as a missed payment. Throughout, Bethpages website has shown that I have a zero balance, as confirmed by screenshots taken on February 11, 2025. It goes without saying that I could not be expected to pay a bill or debt that was never disclosed to me. This issue has marred my otherwise impeccable credit, and I need it resolved urgently. My understanding is that the simple solution to this issue is for Bethpage to provide me with a letter stating that the missed payment was reported to the credit bureaus in error. To that end, I ask for your timely assistance in obtaining a letter from Bethpage stating that the missed payment was reported to the credit bureaus in error. I cannot wait 30 days. Thank you.

  Business Response

  Date: 02/27/2025

  Dear **** *****,
  
  Your correspondence to the Better Business Bureau (BBB) dated February 18, 2025 was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In response to the correspondence, our records indicate that an amendment was submitted to the consumer reporting agencies (****) on February 25, 2025 to remove the negative reporting for January 2025 on account ending in x***** This was also communicated to you in a letter dated February 25, 2025, mailed to your address on file.
  
  Please be aware that although we have submitted this update electronically, the agencies may take thirty (30) to sixty (60) days to reflect the amendment on your profile.
  
  We apologize for the inconvenience this has caused you and regret that you had this experience with us. If you have any questions or concerns, please contact us by telephone at ************.
  
  Sincerely,
  
  
  ********* ****** ******** ******* ****** ***** ****** ********* ****** **********

• Initial Complaint

  Date:02/07/2025

  Type:Order 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 lease with Bethpage Federal Credit union and in May of 2024 I paid off my lease and received a bill for $243.84 so i called them on 5/15 and spoke with a representative *** who told me that was a "disposition fee. I sent a check and it was cashed on 5/24/24. As of May 15th I never received a bill or notice that i owed anymore money. On 2/6/25- I got an alert that my credit score dropped 100 points as well as my husband. I called Bethpage on 2/7/25 and spoke to ******* who told me that the disposition fee was a two part fee and that I still owed $243.85. I asked why they didn't send me any bills or notices or contact me letting me know for the last nine months. She said they do not contact or send notice for disposition fees so i said well then how i am supposed to know that i owed more money she said it was told to me on the phone when i called and spoke to *** ( Which is not true). I don't know how a business can not send a notice or letter letting me know i owe money and then hurt my credit score without even giving me notice they didn't contact a collection agency or anything but hurt my credit score and my husbands. They said there was nothing they can do and until that disposition fee is paid they will not close out my account. I paid them the final payment attached is the confirmation, but i am disgusted with a company that believes that when they have customers who owe money they don't send bills or notices and just wait months and then hurt your score which is detrimental to myself and my husband.

  Business Response

  Date: 03/04/2025

  Dear ******** **********,
  
  Your correspondence to the Better Business Bureau (BBB) dated February 7, 2025 was received by FourLeaf Federal Credit Union (FourLeaf), formally known as Bethpage Federal Credit Union. We appreciate the opportunity to review and address your concerns.
  
  Our records indicate that a final bill in the amount of $487.69, dated May 2, 2024,was mailed to your address on file detailing the outstanding balance for lease account ending in x*****
  
  Subsequently,on May 14, 2024, you contacted FourLeaf by telephone and a payment arrangement for the outstanding balance was made as an exception. The first installment of $243.84 was received on May 23, 2024, as agreed. However, the second installment of $243.85, due on June 30, 2024, was not received. Consequently, on January 29, 2025, the remaining balance of $243.85 was charged off and reported to the consumer reporting agencies (****). 
  
  We can confirm that your second installment payment of $243.85 was received on February 7, 2025. In response to your claim, we are currently processing an amendment to correct the negative reporting to the **** and will notify you upon completion.
  
  I hope this information helps provide clarity to the situation.
  
  
  Sincerely,
  
  
  ********* ******
  ******** ******* ****** ***** ****** ********* ****** **********
  

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   
  BUT they never sent me a second bill to pay off the remaining balance. How am I supposed to remember to pay a bill if I do not receive one or get any letters or communication to tell me to pay it? instead they ruin my credit? I had no intentions on not paying them as soon as i received the credit score drop i paid the remaining balance i wast the company to fix my credit score that was not necessary taking over 100 point off my credit score for  bill that was never sent to me is terrible business and i will not allow them to destroy my credit and my husband. I hope you will help. 
  
  Thank you 
  
  ******** ********** 
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 03/06/2025

  Dear ******** **********,
  
  Your second correspondence to the Better Business Bureau (BBB) was received by FourLeaf Federal Credit Union (FourLeaf), and we appreciate the opportunity to review and address your concerns.
  
  As indicated in our initial response to your claim, we have processed an amendment to the consumer reporting agencies to correct the negative reporting and documentation has been mailed to the address on file for you.
  
  I hope this brings further clarity to the situation.
  
  Sincerely,
  
  
  ********* ****** ******** ******* ****** ***** ****** ********* ****** **********

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I want my 100 points that was removed on my credit score and my husbands put back on our credit report. No mail was ever sent to us to pay a bill no notice no bill and 9 months later bethpage took a 100 points off my credit score and my husbands we want it back on immediately. This is unfair and horrible business. 

  I will not be satisfied till my 100 points and my

  husbands are added back to our credit score. Thank you ******** Kalaminsky 

   

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

• Initial Complaint

  Date:01/09/2025

  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.

  Bethpage performed an escheatment in the amount of $1,018.27 on my sons (August ********) bank account without any notice or permission. Now I am stuck with the job to get the money back from **************. This bank is a complete fraud and should be shut down immediately. I am also filing a complaint with the ****.

  Business Response

  Date: 01/31/2025

  Dear **** ********,
  
  Your correspondence to the Better Business Bureau (BBB), dated January 9, 2025,was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  We appreciate you bringing this matter to our attention. Per our recent email correspondence, we have determined that this matter has been resolved amicably.
  
  If you need any additional assistance or have any questions regarding this matter,you can reach me at **************. I am available Monday through Friday, 9AM to 5PM EST.
  
  Sincerely,
  
  **** *****
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My account was hacked into without my permission. 3 Zelle payments totaling $1900 were sent to the hacker without my knowledge or authorization or involvement in the transaction. The hacker also accessed my Bethpage Mastercard and Bethpage Debit card and charged thousands of dollars worth of goods as well as tried to charge thousands more. Bethpage has reimbursed the mastercard charges but has not reimbursed the $1900 in Zelle payments that were done fraudulently without my authorization, knowledge or involvement. I'm asking Bethpage to reimburse my account the $1900.00.

  Business Response

  Date: 01/03/2025

  Dear ***** ****,
  
  I am writing to you in response to your written complaint to the Better Business Bureau (BBB), dated December 11, 2024, regarding Bethpage Federal Credit Union (Bethpage).
  
  In your complaint, you request that Bethpage reimburse you for fraudulent Zelletransfers.
  
  According to our records, on November 20, 2024, you notified us of unauthorized Zelle transactions that were conducted on your checking account ending in x****. Our review of the matter has been completed, and we have credited your account in the amount of $1,990.00, effective December 19, 2024. This was communicated to you via phone by a Bethpage representative on the same day.  As such, we have deemed this matter closed.
  
  I hope this information helps bring clarity to the situation. If you need any additional assistance or have any questions regarding this matter, you can reach me at **************. I am available Monday through Friday, 9AM to 5PM (EST).
  
  Sincerely,
  
  **** *****
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

  Customer Answer

  Date: 01/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ****
  
  
  
   
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair 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.

  This is in regards to applying for a home equity line of credit. I checked my credit ahead of time and it was well above the min. required. Waste 20 minutes of my time on the phone when they new darned well they wasn't going to approve me! Now a ding on my credit is going to reduce my chances on getting a lot elsewhere, and I have a lot of equity in my house was going to use it to pay down high interest debt!

  Business Response

  Date: 12/20/2024

  Dear ***** *****,
  
  Your correspondence to the Better Business Bureau (BBB), dated December 2, 2024,was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  Our records indicate that you submitted an application for a Home Equity Line of Credit (HELOC) with Bethpage via phone on December 2, 2024. Bethpage, like many other lenders, assesses information obtained in a credit report from one or more consumer reporting agencies (CRAs) to aid in determining whether to extend credit to a potential borrower. As such, at the time of your application, some items included in your credit profile fell outside of our approval guidelines, and your application was declined. These items were listed on the Adverse Action letter dated December 2, 2024, and sent to the address listed on your application.
  
  On December 4, 2024, a Bethpage representative attempted to contact you regarding your application decision, however, we did not receive a response. If you have any questions, or would like to discuss the decision further, please contact us at ************.
  
  I hope this information helps provide clarity to the situation.
  
  Sincerely,
  
  
  ********* ******
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair 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.

  This is about a car that was turned into the dealer upon the lease end on May ******. Coming up to the lease end, I called up Bethpage Federal to find out what was the process is to give our car back because the lease was ending. I was told to drop it off at any ***** dealer. We had leased a ***** Passport. I called up ***** ***** in ********* to see if I needed an appointment to drop off an end of lease car, they said I dont. I went to Nardy ***** and dropped off the car on May 3, 2024 signed a paper, and asked what had to be done next and I was told nothing. I was waiting for a bill for some extra miles from Bethpage but I recieved a bill for the full cost of the buyout for the car. I called Bethpage Federal and they said they had not gotten a call from the dealer. i called Nardy ***** on June ****** to inquire as to why a month later the car has not been picked up yet by ****. i got a return call from ***** @ ***** who said that **** was aware that the car was there and was scheduling to pick it up. Fast foward. received another bill from **** for the full cost of the car and called TFCU who said I had late payments on the account (not true) and they had a payment in escrow because the lease was done and there was an excess payment. This made no sense to me, but after another month at the Nardy ***** TFCU finally picked up the car. I thought it was done and good. then I checked my credit report and they had reported two late payment to my credit. I was shocked. I contacted **** who said they would investigate and let us know. They sent a form letter addressed to UNKNOWN, saying they would not make an adjustment to the credit score. That's why I am contacting you. i have almost perfect credit and this incident has taken 100 points off my credit score. I can't have that when I paid the whole lease on time and in full. Please help me to right this wrong.

  Business Response

  Date: 11/22/2024

  Dear ******* ********,
  
  Your correspondence to the Better Business Bureau (BBB), dated October 31, 2024,was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  As described in your complaint, on May 3, 2024, you turned in the collateral vehicle for your lease with Bethpage. Our records indicate that your monthly installment was due on May 8, 2024 (Due Date). However, Bethpage did not receive your minimum monthly installment payment by the Due Date. Instead, we received a check on June 14, 2024, in the amount of $26,923.91.  At that time, there was an outstanding balance of $420.72, which was satisfied by you on October 3, 2024. Therefore,Bethpage accurately reported the lateness to the consumer reporting agencies.
  
  In your complaint, you requested that the late payments be removed from your credit report. Weve reviewed the circumstances regarding the payoff and have found that this payment delay was due to the dealerships failure to remit the payoff to Bethpage in a timely manner.
  
  Given these facts, and the amount owed has since been paid in full, Bethpage has submitted an electronic request on November 12, 2024, to have the latenesss removed from your credit reports. Please note that although this request was submitted electronically, it may take the credit reporting agencies up to 60 days to reflect the update on your credit profile.
  
  We appreciate you bringing this matter to our attention and apologize for any inconvenience that this has caused.
  
  If you need any additional assistance or have any questions regarding this matter,you can reach me at **************. I am available Monday through Friday, 9AM to 5PM (EST).
  
  
  Sincerely,
  
  **** *****
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  A check that I wrote to my contractor was stolen out of his PO Box and was cashed at Bethpage Federal Credit Union for $3400. **** is liable. They did not respond to phone calls and letters sent by my bank ****** I called three times and spoke to different agents who took a detailed report and was going to forward to **** fraud ***** They have not responded. We filed a police report.

  Business Response

  Date: 11/15/2024

  Dear ******* ******,
  
  Your correspondence to the Better Business Bureau (BBB), dated October 21, 2024,was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  In your complaint, you requested that Bethpage further investigate a check drawn from your ***** bank account that you allege was negotiated by someone other than the payee.  You also stated that ***** unsuccessfully attempted to handle this matter on your behalf. 
  
  We acknowledge that ***** contacted Bethpage regarding this matter in July 2024,however their request was denied due to missing information.  During a phone call with a Bethpage representative on October 24, 2024, you were informed of the additional information needed to fully investigate this matter, which you provided on the same day.  Upon conclusion of our investigation, on October 29, 2024, we returned your funds to ***** via certified mail.
  
  We attempted to contact you via phone regarding this matter on November 5, 2024,November 7, 2024, and November 13, 2024, and have not yet received a response.  As such, it is our understanding that this matter has been resolved.
  
  If you need any additional assistance or have any questions regarding this matter,you can reach me at **************. I am available Monday through Friday, 9AM to 5PM EST.
  
  Sincerely,
  
  **** *****
  Bethpage Federal Credit Union
  Member Advocate, Member Experience

  Customer Answer

  Date: 11/18/2024

  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 and the matter has been resolved.

   

  Thank you very much for resolving the issue promptly after being contacted by BBB. 
  
  
  Sincerely,
  
  ******* ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:10/17/2024

  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 recently purchased a certified pre-owned vehicle that went through Bethpage FCU. First payment I tried to make took numerous customer service messages, multiple phone calls, as well as talking to their web IT team. I eventually was able to pay over the phone with a representative. This month for my second payment I again could not do it online. I then messaged asking for someone to call so I could pay my loan, no one followed up. Next I called twice over a week, spent 30+ minutes on the phone each time and both customer service representative could not process my payment because their system issues. The last call I was told I am being charged a late fee which I made very aware was not acceptable as I have been trying to pay and their company has made it impossible for me to do that. On the last call I was told they were getting a manager on the line then all of a sudden I was hung up on. No one has called me back. Total of 12 messages exchanged about account/payment issues and not 1 phone call was returned when requested. I am finally able to make my loan payment online but any late fees should be removed. This company needs to review their processes as well as their website/member portal.

  Business Response

  Date: 11/08/2024

  Dear ****** *******,
  
  Your correspondence to the Better Business Bureau (BBB), dated October 17, 2024,was received by Bethpage Federal Credit Union (Bethpage), and we appreciate the opportunity to review and address your concerns.
  
  Our records indicate that you attempted to process payments to your auto loan ending in x**** via phone with a Bethpage representative on October 10, 2024 and October 18, 2024.  Regrettably, these payments could not be processed due to intermittent system issues.  Subsequently, on October 18, 2024, a payment was made by you from your external account to your auto loan via Online Banking.
  
  We recognize that your experience with Bethpage has been unsatisfactory to our expected standards, and we apologize for any inconvenience this has caused. Please note that the $23.10 late fee that you incurred due to our inability to process the payments via phone has been reversed. 
  
  We attempted to contact you via phone regarding this matter on October 23, 2024,October 24, 2024, and November 4, 2024 and have not yet received a response.  As such, it is our understanding that this matter has been resolved.
  
  If you need any additional assistance or have any questions regarding this matter,you can reach me at **************. I am available Monday through Friday, 9AM to 5PM (EST).
  
  Sincerely,
  
  **** *****
  ******** ******* ****** ***** ****** ********* ****** **********