ComplaintsforHudson River Community Credit Union

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  HRCCU recently removed it's credit cards from it's main screen of it's app and online banking, making it harder to find and to use. However, despite the challenges, I made a payment of $220.63 on 9/15/2022. Also on 9/15/2022 HRCCU reversed my payment without notifying me or telling me why. On 9/21/2022 they assessed a $25 late fee and $1.61 of interest. They also reported my account to the credit bureau as more than 30 days past due. Another $25 late fee was assessed on 9/23/2022. On 9/24/2022 I learned of the credit reporting from a monitoring service (still nothing from HRCCU) and paid the balance, including unjustiied interest and late fees, of 247.24. Also on 9/24/2022 that payment was reversed without explanation or communication. On 10/11/2022 I made a $90 payment, which was also reversed the same day, and then another $1.61 in interest charged on 10/21/2022, and another $25 late fee on 10/23/2022. All payments were made from an HRCCU checking account with sufficient funds. I have also logged multiple hours reserching and complaining to HRCCU. My CC also has stopped working. I would like all charges refunded, and all credit reports reflecting the removal of the "late payments" the only complain on my reports in well over a decade.

  Business response

  10/28/2022

  October 28, 2022
  
  *** *** ********
  Better Business Bureau
  100 Bryant Woods South
  Amherst, NY  14228

  Re: Complaint ID #******** (****** *******)

  We are in receipt of your letter dated 10/25/2022 that references Complaint ID #18306549 (****** *******).   While we are not permitted to share member’s personal account information with you, we have reviewed the member’s account activity and as a courtesy, have refunded two of the fees charged to the account.

  We will contact Mr. ******* to inform him of the resolution.

  Sincerely,
  
  Susan E. C*******, CEO

  Customer response

  11/03/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I appreciate the reversal of the late fees.  However, I am still showing a balance, and another payment (10/25/2022) for the full amount owed was reversed.  My credit, and my wife's credit are being destroyed by monthly reporting that we are neglegent in our payments, when we have never gone over 30 days of making a payment.  HRCCU did NOT reach out to me as they stated they would (I assumed this would be a top priority), and when I reached out to them today, they referred me to VISA or their LOAN DEPARTMENT.  Both of which have long wait times.  Visa advertised four minute wait times, I had to hang up the call after 15 minutes.  I have spent hours of my time trying to resolve this.  This is during business hours, which I am now not billing clients at $250-$300/hour.  I am losing money, I am losing time, I am losing borrowing power with the trashed credit score, and HRCCU appears to be doing as little as possible.  I will be satisfied when the account is to zero (Which can be paid by me, but at this point, shouldn't be, covering my losses) and when all of the reporting to all three credit agencies is deleted and my credit score back to where it belongs.  

  $50 in late fees does not cover what they are continuing to cost me with their incompetant system.  The extreme wait times in all areas of their credit card inquiries, as well as detailed red letter bulletins on their website about the complicated nature of paying their credit cards leads me to believe I'm not the only one.  If there are systemic issues, perhaps the late fees and credit reporting shouldn't be automated, but reviewed by a person, since there's a pretty real liklihood that it's the institutions fault.
  Regards,
  ****** *******
  
  
  
  
  

*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. ↩