Complaints

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

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  Visions Federal Credit Union

  24 McKinley Ave Endicott, NY 13760

• 

  Visions Federal Credit Union

  Harry L. Drive Johnson City, NY 13790

• 

  Visions Federal Credit Union

  117 Oakdale Rd Johnson City, NY 13790

• 

  Visions Federal Credit Union

  2531 Vestal Parkway East Vestal, NY 13850

• 

  Visions Federal Credit Union

  495 Court St Binghamton, NY 13904

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:05/13/2024

  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.

  February 25 .2024 Visions allowed 60 transactions. Without notifying me. I HAVE SENT all information that they have asked for .Also have talked to branch manager that has also assisted me. Visions has also contacted **** which is Visions third party defraud center. 4 times or more. Please help me with this problem. I have more information if someone needs to contact me.************ ty very much .will be waiting to hear back. Sincerely ******* *******

  Business Response

  Date: 05/16/2024

  Dear Sir or Madam:  Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ******* *******. After researching ********* concern on May 13, 2024, below is the timeline of events that occurred. - On February 25, 2024, ******* reported 24 unauthorized transactions for a total amount of $1360.00. - On February 26, 2024, Visions deposited provisional credit in the amount of $1360.00. - On March 25, 2024, the Merchant sent compelling evidence for 23 transactions indicating the transactions were authorized by *******. - On March 25, 2024, Visions’ third-party dispute center mailed a letter with the compelling merchant evidence to ******* for her review. A response was needed by April 8, 2024, if ******* wanted to continue disputing the transactions. - On April 8, 2024, after not receiving a response the dispute center sent an additional letter to ******* indicating provisional credit would be revoked for $1310.00 on April 16, 2024. - On April 25, 2024, ****** contacted our dispute center to re-open the closed dispute. Due to **** network timelines the dispute could not be reopened. - On May 13, 2024, ******* contacted Visions internal Contact Center to inquire for additional information on her February 25, 2024, dispute. The review found 24 transactions were disputed for a total of $1,360.00. ******* won 1 case for $50. However, the merchant sent compelling evidence for the remaining 23 transactions for a total of $1310.00. After further research with *******, we discovered an additional transaction from the same merchant for $50.00 that was not disputed. The undisputed transaction was the basis for the merchant’s compelling evidence. ******* stated the additional transaction was also unauthorized. - On May 15, 2024, based on the new evidence, Visions found the case in ********* favor and deposited a total of $1360.00 in ********* checking account. ******* agrees and is satisfied with the outcome and considers this matter closed. Should you have any additional questions, please contact me at ***** ******** ** **** ******  Sincerely,  Debra S****** Card Solutions Manager Visions Federal Credit Union 

• Initial Complaint

  Date:04/08/2024

  Type:Product 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 filed a dispute with them for Shein and gave in proof in person (because this company is so technologically behind that you can't manage a dispute or submit proof online or even through email). The proof was tracking info and very clearly showed that the item was delivered to the wrong town entirely. Yet somehow, they said there's no evidence. Take your money and business to *****. You'll thank me later.

  Business Response

  Date: 04/17/2024

  Dear Sir or Madam: Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by **** *** regarding a disputed charge. I have performed research on April 11, 2024.- 3.6.2024 Ms. *** contacted our third-party dispute center regarding three transactions with ********* for a total of $384.56 for non-receipt of merchandise.- 3.7.2024 Provisional credit for the three transactions was deposited into Ms. ***’s checking account.- 3.18.2024 A letter was sent to Ms. *** requesting additional information with a return date of 4.1.204. Ms. *** did not respond to the additional information request, however on 3.27.2024 she dropped off shipment tracking information at a local branch.- 4.3.2024 Due to insufficient evidence to support the concern of non-delivery the claim was closed, and provisional credit was to be reversed on 4.10.2024.- 4.10.2024 Based on additional information provided by Ms. *** in her complaint letter, a dispute was refiled with ********* and provisional credit was not reversed.Visa Network rules allow ********* up to 30 days to respond to Ms. ***’s claim.At this time, we are waiting for ********* to provide us with their final decision on the claim. Should you have any additional questions, please contact me at ###-###-#### or ext. *****. Sincerely,Debra S*****hCard Solutions ManagerVisions Federal Credit Union             

• Initial Complaint

  Date:04/02/2024

  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.

  The issues began in Dec 23, during which I lost my little sister (at 33 yrs old) suddenly and unexpectedly. I immediately reached out to VFCU to let them know that since I was the person responsible for taking care of the cost of an unexpected and untimely death, particularly one that occurs out of state, I would not be able to make payments for Dec & Jan, but would be able to get entirely caught up on all outstanding charges in Feb. They reassured me that unless I fell behind more than 3 mths, then they would take no action. I contacted them as soon as I was able to make the payment to correct all past due amounts on my account, but learned that due to $3K in NSF fees on my checking account I would be unable to pay on any account, which started this whole fiasco. The NSF fees I was told I was responsible for were supposed to be refunded as long as I signed a doc to stop payment on all incoming charges, which I did. The person who promised this has apparently been in and out of office since Feb with family emergencies and refuses to respond to me via phone or email (I've spent more than 20 hours on the phone and have sent dozens of emails). In both Dec & Jan that all NSF fees would be refunded once I am able to make payments on the accounts and bring my checking account positive, however; I was told it would be closed soon, as well. It was closed the very next day following when I signed the doc sent to me via email. I have tried for months now to get VFCU to take the money I owe them, which continues to climb, less the NSF fees, due to their promise to me in Dec & Jan. Instead, they've tried to repossess my car in Feb (just once, they realized quite quickly they can't tow it from the steep driveway it's parked on). I have been getting nonstop collection calls from their collection dept but they refuse to actually return my call from the dept that's actually able to help me. I've called more than 20 times and they've YET to return a single call. NOT ONE PERSON!

  Business Response

  Date: 04/15/2024

  Visions Federal Credit Union is in receipt of the consumer complaint case #********, made by ****** ****. I have reviewed the statements regarding the delinquent loan installment obligations and NSF fees assessed to her account. On January 22, 2024, Ms. **** contacted Visions Federal Credit Union’s contact center regarding NSF and overdraft fees assessed to her account. Due to the state of the account, her request required additional review and assessment. A stop payment was placed on the account to avoid continued NSF fees being assessed to the account however, at no point was the member advised we would be reversing NSF fees previously assessed. On April 12, 2024, we completed a comprehensive review of the account, and as a courtesy, we have reversed the NSF and overdraft fees totaling $1,680.00 owed by Ms. ****. I have left Ms. **** two voicemails, attempting to connect with her to notify her of the resolution.  Should you have any additional questions, please do not hesitate to contact me at ***** ******** **** ****** Sincerely, Christina R** Sr. Operations Manager, Contact Center Visions Federal Credit Union 

• Initial Complaint

  Date:03/28/2024

  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.

  I applied for a car loan and received it purchased a vehicle. I noticed a charge on my account and reached out to inquire. It seems during the sign up processs I was enrolled unbenounced to me in an insurance plan. I asked to cancel this plan as I had NO idea I was enrolled and was told I would not be refunded. I complained multiple times and was still told this won't happen and they are keeping the money. I was billed 9/30 152.63 on 10/31 151.74 and on 11/30 150.64 even though I cancelled it. None of these charges which are fraudulent in my opinion were credited back. It was blatantly refused to me. I have never met with a financial institution that doesn't work with their customers and tells them they can't help when they were fraudulently signed up for insurance they did not request. This was buried in the loan documents. Then when its escalated I am told they won't help me. This is not right and should not occur to me or anyone else.

  Business Response

  Date: 04/02/2024

  Dear Sir or Madam: Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by Mr. *******. In the complaint, Mr. ******* stated he was unaware he authorized loan protection on his 2021 *** ****** loan and is requesting a refund of the premiums paid, totaling $455.01.  After researching Mr. *******’s request, the finds are listed below:Written authorization in the loan origination documents electing debt protection coverage for the 2021 *** ****** loan was executed on September 13, 2023. I have attached a copy of this document for your reference.  In addition, monthly statements have been sent to the address on record which provides a complete transaction history of the 2021 *** ****** loan, including the debt protection monthly premium.   On December 27, 2023, Mr. ******* called our contact center and requested the debt protection be cancelled on the 2021 *** ****** loan. The contact center agent sent him the applicable paperwork which Mr. ******* electronically signed, electing no loan protection. Per his request on December 27, 2023, no additional debt protection premiums have been assessed on the loan.We were able to request a refund for the premium paid the month prior to the cancellation from ********, our debt protection provider. A credit of $150.64 was deposited to Mr. *******’s flex checking share 08 on April 1, 2024. Should you have any additional questions, please contact me at ###-###-#### at ext. 10482.   Sincerely,Kali C** Member Experience Manager Visions Federal Credit Union                                     

  Business Response

  Date: 04/05/2024

  : 2nd Response to Complaint # ******** Dear Sir or Madam: Visions Federal Credit Union is in receipt of the response to the consumer complaint case number ********, made by Mr. *******, requesting a full refund of the debt protection premiums paid. As previously stated, loan origination documents were signed by Mr. *******, electing debt protection coverage for the 2021 *** ****** loan on September 13, 2023. Mr. ******* requested the debt protection to be removed on December 27, 2023, preventing December and future premium payments being made.Visions Federal Credit Union issued a refund of $150.64 for the debt protection payment made in November 2023 as a one-time courtesy and will not be refunding any additional debt protection premiums.  Based on this recent feedback, we are considering this matter closed. Should you have any additional questions, please contact me at ###-###-#### at ext. 10482.   Sincerely,Kali C** Member Experience Manager Visions Federal Credit Union             

  Customer Answer

  Date: 04/11/2024

  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.  Regards, ******* *******  as was stated in the original complaint loan papers were signed but do not outline the fee. Also as stated originally it was never disclosed during our call with your loan officer and the fee was added in. When it was identified as it is not part of the loan and withdrawn seperately from the account you were contacted. Fees need to be discussed and disclosed I did not agree to this on the call. I suggest you revisit your response for this ancillary service that was buried in a loan document not explained not disclosed and withdrawn seperately secretly from my account.Had this been incorporated into the loan it would have been packaged so but this was a hidden service as I have identified. This should not occur and can be misconstrued as underhanded. I trusted Visions to do the right thing via my auto loan but this is not doing the right thing. I will escalate accordingly.This experience has not been good and while you may reject providing reimbursement for the hidden ancillary service fee for insurance that was NOT disclosed I will continue to raise awareness to this type of underhanded service fee for insurance that is not part of the loan and is withdrawn from a checking account seperately..I asked for it to be refunded as I outline how this was done. I will continue to escalate and bring public visibility to this as it’s just not right and should be handled better. I will not stop escalating and involving banking agencies and NJ until this is rectified 

• Initial Complaint

  Date:01/27/2024

  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.

  In September 2023, I purchased eyeglasses from **************** an ecommerce merchant with favorable reviews and a ******* promotion, who turned out to be a fraud. ******* refunded my coupon purchase but the merchant took $100 and never delivered any glasses. My emails were ignored, then the web site disappeared. With no phone number or physical address for them, I disputed the transaction with Visions FCU, who holds my checking account. Visions denied my claim, saying I could not prove non-receipt of the goods. I reopened the dispute as basic diligence seemed to be lacking. Weeks later, I received only an unsigned letter stating the status of my claim had not changed. Shocked, I went to my branch December 5th and worked with personnel there, Mona, who then phoned a colleague, Libby, and faxed a copy of my paperwork to Libby. However, on checking in with Mona two weeks later, she found that Libby had done nothing with the paperwork. For a fourth time, I was assured a proper investigation was underway and that I could expect a prompt disposition. Over a week later, I called the cardmember services number to inquire yet again. A woman there named Mickey advised that the investigation would be concluded by January 4, 2024. On January 4, I called again and was told it was still open with no further information available. I requested a supervisor and was transferred to Greg, who advised that Libby was still working on my claim but that I would certainly have conclusive results in another two weeks. However, two weeks later, money was still missing from my account and no one was able to tell me anything more about my claim - what the process was, why it was taking so long, or when it would be completed. Finally, last week, I called the customer service number and asked to speak with Michelle L****, the branch manager. I was promised a return call that never came. I attempted to follow up via an online chat with customer service, but a chatbot sent me in circles.

  Customer Answer

  Date: 02/01/2024

  Dear Sir or Madam, Please note that the resolution sought in the above referenced complaint has been achieved.  The subject financial institution refunded the amount of my disputed transaction, at last.  ifBBB helped move this along, please accept my sincere thanks.  I consider this a closed matter and trust the complaint will now also be closed. Regards,***** *********

• Initial Complaint

  Date:12/28/2023

  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 problem is since I’ve had visions banking I’ve had more unauthorized fraudulent charges on my account then I ever have. I’ve had to pay almost $200 in (unauthorized over drafts fees) that were never supposed to have added up as I don’t have over draft I’ve had atleast 7 different cards unauthorized charges are still happening on my account…. Ive got proof that it’s atleast $210 worth transaction and I didn’t consent to the charges make the charges authorize them or even leave my house let alone my bed yet this am and $210 GONEEEE and I get direct deposits from my employer every 10 days have and take care 9 babies a fiancé myself and two dogs and this is repeadly happening to me with your bank….. I want all my $$$$ back TODAY &&&& if we can’t change account and routing numbers on my account I want to take ALL my money (I WANT EVERY CENT back in my account TODAY) and close the account and find a better banking experience cuz this just is not it and I get too much money a month for my money Ana account to be accessible to anyone and everyone and my funds to be disappearing while I’m SLEEPING …. I’ll be sending in photos now of the unauthorized transactions and how much they total and I want all my money back I’ve already contacted my lawyer and the police I have to go to cop shop and do report today. I want my Funds returned &&&& We will go from there but I think it’s time to find a better bank fit for me once all my funds are returned

  Business Response

  Date: 01/05/2024

  Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ***** *******. I have performed research regarding Ms. *******' s concerns and my findings are listed below: On December 28, 2023, Ms. ******* notified our dispute center of four unauthorized charges that occurred from *****.com on 9/30/203, I 0/05/2023, 10/30/2023, and 11 /5/2023 for a total of $11.96 on card ending in ****. These charges resulted in four $20.00 Overdraft fees for a total of $80.00. On December 29, 2023, provisional credit in the amount of $11.96 was deposited into Ms. ******* 's Share ID01 and on January 2, 2024, $80.00 was deposited in the same Share ID01 for the reversal of the four overdraft fees. On December 28, 2023, Ms. ******* notified our dispute center of nine unauthorized charges that occurred between 12/27/2023 and 12/28/2023 for various merchants for a total of $210.48 on card ending in ****. On December 29, 2023, provisional credit in the amount of $102.31 was deposited into Ms. *******'s Share IDO01. Three transactions for a total of $118.10 (** ***** $87.00, **** Fuel $3.34 & $27.76) were found to be valid charges as they were authorized by Ms. ******* prior to Ms. ******* losing her card. After Ms. ******* reported the unauthorized charges, she received $54.05 in credits directly from the merchants in addition to the provisional credits deposited from Visions Federal Credit Union. Those merchants may request those extra funds to be returned. Ms. ******* will be notified, and the funds will be withdrawn from Ms. *******'s Share ID01. This matter with ***** ******* has since been resolved. Should you have any additional questions, please do not hesitate to contact me at ###-###-#### or ext. ****. Sincerely, Debra S****** Card Solutions Manager 

  Customer Answer

  Date: 01/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ***** *******  

• Initial Complaint

  Date:12/05/2023

  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 applied for a auto loan refinance through visions on November 15th I received an email from Karolyn J******** asking for supporting documentation from my co-signer and then she would need to speak to both of us on the phone. On November 21 she called and confirmed and congratulated us on getting the approval for the loan told me the interest rate, payments went over terms etc, said the check would be sent out November 24th once I completed paperwork and signed the documents needed by Friday the 24th so I waited for the documents to be sent over received nothing that day or the next so I emailed her Friday and asked where the paperwork was NO RESPONSE! Come Monday emailed again also called NO RESPONSE. So I called the 800 number got an agent and the agent called Karolyn and she said she was in a meeting and that the I was no longer approved for the loan and it was denied. NEVER did she reach out to me so I emailed her again she finally emailed and said she was so sorry it was denied after telling me it was approved on 11/28!!!!!! So I called her again on 11/29 said if I sent w2 from 2021 and 2022 from co borrower she would do some recalculating. Emailed her 12/1 for an update NO RESPONSE! Emailed again 12/4 NO RESPONSE! Had to call the 800 number again for them to get ahold of her and her to say she can’t answer the phone she is doing online stuff! But then for them to tell me she said again it was denied! How can you formally go from telling someone we were approved what my interest rates gunna be what my payment is to all of a sudden nope not happening my loan maturity date was 12/4 this has put me in a predicament of losing my car due to her actions of saying I was approved to all of a sudden not! She needs to be held liable for her actions and falsifying actions towards me. If I have to take this to the civil level to get compensation I will do so!

  Business Response

  Date: 12/20/2023

  December 20, 2023
  Better Business Bureau
  100 Bryant Woods South
  Amherst NY 14228
  Re: Response to Complaint # ********
  Dear Sir or Madam:
  Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ****** ****. I have performed research on Ms. ****’s auto loan application and have determined the following:
  
  Ms. ****’s application was received on November 14, 2023. Several communications took place between the Visions employee responsible for the loan application and Ms. **** between November 15, 2023, and November 23, 2023. Upon decision of the application on November 24, 2023, there was a service failure on the Visions employee to notify the member in a timely manner. On November 28, 2023, Ms. **** was made aware of the loan decisioning.  Ms. **** made additional attempts to contact the original employee responsible for the loan with no success. Since that date, Ms. **** has spoken to other representatives at the credit union and has received the necessary follow up to her request.  Please accept our deepest apologies for the service failure demonstrated in this application. We strive to provide excellent member service in all interactions and will ensure this situation is reviewed internally with all parties involved.
  Should you have any additional questions, please do not hesitate to contact me at ***** ******** ** ******
  
  Sincerely,
  Christina R**
  Sr. Operations Manager
  Contact Center
  Visions Federal Credit Union                         

  Customer Answer

  Date: 12/20/2023

  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,
  
  ****** ****
  
  
  
  
  

• Initial Complaint

  Date:11/30/2023

  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.

  I accepted an offer from a member to sign up for a an account online in September.  After the ********** and credit checks, Kelly D*****, a Senior Contact Center Advisor, advised of what would be required to open a account. In October, the matters were resolved and I reapplied. The same checks were run, and I received a phone call from Erika F**** another Senior Contact Center Advisor who had questions and a request to provide a proof of address in the form of: -Pay Stub (no older than 30 days) -Lease or rental agreement (no older than 60 days) -Utility Bill, a cell phone bill does not qualify (no older than 30 days and in good standing) -Vehicle Registration -Bank or Credit Union Statement (no older than 30 days) -Vehicle Insurance Card, By November 8.  I provided the requested the information. After not hearing anything about the status of my application for about two weeks, I inquired via telephone, at which time I spoke with a Raphael Toro who first requested that I reapply, then after my request for a supervisor, advised that I go into a branch.  He stated there were "other checks" required  to open the account. He could not tell me what checks besides the phone, email, credit and ********** are required to open an account, nor would he transfer me to a supervisor. Erika F**** then, canceled my pending account, and sent a message advising me to come into a branch where they "may" be able to open the accounts.  It is unclear why I need to come into a branch since records indicate my personal information has been accessed, and identity/address verification proved no discrepancies.  This question could have easily been answered with quality customer service, instead my requests for escalation were ignored which is deplorable. I'm getting the impression that my account was cancelled for personal rather than professional reasons as I have not received any adverse credit decisions from this credit union, as required by law.

  Business Response

  Date: 12/14/2023

  I have received the above-mentioned complaint and reviewed the statements made by ******* ********. I have performed research on her request to establish membership with Visions Federal Credit Union. On October 29, 2023, Ms. ******** applied for membership through the online platform. At the time of application, documentation submitted to meet CIP requirements resulted in the need for proof of physical address verification. Outreach was made to Ms. ******** via phone call and email on October 30, 2023, and again on  November 2, 2023. On November 13, 2023, Ms. ******** uploaded acceptable proof of address verification. Unfortunately, there is no notification of the submission, and it was overlooked past the timeframe to meet our service standards. Ms. ******** contacted a Visions representative on November 24, 2023, who did not have the applicable knowledge of the online membership platform and was unable to locate Ms. ********' application for membership. Unfortunately, incorrect guidance was provided at the time of service. We have since reached out to Ms. ******** and have completed her membership application. This matter with Ms. ******** has been resolved. Should you have any additional questions, please do not hesitate to contact me at ###-###-#### or *****. Sincerely, Christina R** Sr. Operations Manager, Contact Center Visions Federal Credit Union

• Initial Complaint

  Date:11/28/2023

  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 opened up a savings account to look for mortgage possibility. I received fees schedule at time which did not indicate $15 inactivity fee charged quarterly! Within 6 months, they started to charge $15 each quarter without my awareness. I moved shortly after and never received any communication until this week (apt mgmt provided me doc). They had number and email but nothing sent there. They claim sent mailing to address and my fault for not updating. They took all my money without a real justification, 'state takes it is standard'. Never heard of inactivity fee for new savings accounts without any real attempt to reach the owner.

  Customer Answer

  Date: 11/29/2023

  Understand,  a full refund of charged inactivity fees as never disclosed when opening up the account.  125.71

  Business Response

  Date: 12/05/2023

  Dear Sir or Madam:  Visions Federal Credit Union is in receipt of the above-mentioned complaint made by **** ****, regarding quarterly inactivity fees. I have performed research and determined that the account was charged a quarterly inactivity fee on the following dates: October 2, 2020- $15.00 January 2, 2021- $15.00 April 2, 2021- $15.00 July 2, 2021- $15.00 October 2, 2021- $15.00 January 2, 2022- $15.00 April 2, 2022- $15.00 July 2, 2022- $15.00 October 2, 2022- $5.77  In reviewing the transaction history, the July 2, 2022, and October 2, 2022, fees totaling $20.77 were reversed on October 27, 2023. Visions Federal Credit Union appreciates **** ****’s membership and on December 4, 2023 we reimbursed fees from January and April 2022, totaling $30.00. The service charge schedule was provided at time of account opening and states the quarterly inactivity fee. In the future, if the account is inactive for twelve months, there will be a $15.00 quarterly inactivity fee assessed to the account.    Based on reversing $50.77 in fees, we consider this matter with **** **** resolved.  Should you have any additional questions, please do not hesitate to contact me at ***** ******** ** **** ******  Sincerely, Kali C** Member Experience Manager Visions Federal Credit Union       

  Customer Answer

  Date: 12/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They refunded me 2 fees totaling 30.00 after I reported which does not satisfy me. I find charging inactivity fee on savings account unacceptable especially when not disclosed upon opening.   Regards,   **** ****

  Business Response

  Date: 12/06/2023

  Attached is the 2019 Service Charge Schedule which was provided to **** **** at time of account opening. Under the Service Charge section on page 2, it states the Inactive Account fee is $15 per quarter.  After reversing $50.77 in fees, we consider this matter with **** **** closed.  Visions Federal Credit Union  

  Customer Answer

  Date: 12/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They are refusing to process a refund acceptable to me. I will submit negative reviews and close the account.   Regards,  **** ****

• Initial Complaint

  Date:08/03/2023

  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.

  There was a class action suit that I was a part of concerning VisionsFCU and ***************************************) according to settlement deposits would be made within 90 days of settlement date of 3/30/23. I received 2 separate deposits 1 on 6/5/2023 for 326.12 and 1 on 6/13/2023 for 321.99. those deposits show in my savings and I was able to move 300.00 at one point form my savings to my checking account. However the remaining balance has still not been released to me. When I contacted the bank they refuse to answer questions and tell me it has to go through the lawyers and give me the above website. I have reached out to the lawyer as well and have no answer from anyone. I do not understand why I need to go through the lawyer if they already deposited the money into my account then it should be readily available to me, if there was issue with the settlement they would not have done the deposit to begin with based on what I read on the website. I would like assistance in getting the rest of the deposit released to me.

  Business Response

  Date: 08/14/2023

  Dear Sir or Madam:  I have received the above-mentioned complaint and reviewed the statements made by Ms. ***** ******. I have performed research on the provided complaint. The June 5, 2023, deposit amount of $326.12 was incorrect and was reversed by Visions FCU on the same day, June 5, 2023. The reversal did not impact Ms. ******’s account negatively.  On June 13, 2023, the correct credit amount of $321.99 was deposited to Ms. ******’s account as indicated in her statement. This matter with Ms. ****** has since been resolved on June 13, 2023, with the final settlement provided.  Should you have any additional questions, please do not hesitate to contact me at ***** ******** ** **** ******  Sincerely,Dijana C****** Director of Payments – Finance Visions Federal Credit Union