ComplaintsforCFCU Community Credit Union

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 7 months ago we purchased a car that is being financed by this credit union Within a couple weeks of this purchase I began trying to logon and setup an account on their website. It's a mess There is barely enough fuctionality for it to be useable and it doesn't update the fact that a payment has even been made!! I've called at least 4-5 times Talked a different person each time Each time I'm assured that it's either being worked on or I'm going to contacted when it's resolved Neither of which has happened And now I can't even get in to make this months payment which is due in a few days

  Business response

  07/19/2023

  Good Morning,   Please see attached, CFCU's response to the above-referenced complaint.  Please let this letter serve as CFCU Community Credit Union’s (“CFCU” or “CreditUnion”) response to the notice letter from the Better Business Bureau (the “BBB” or the “Bureau”)dated July 10, 2023 (please see attached “Exhibit A”) and as response to the complaint filed withyour office (“Complaint”, please see attached “Exhibit A”) as submitted by ****** ****** (“Mr.******”) on July 5, 2023. Upon investigation into the assertions raised by Mr. ******, CFCU determined that Mr. ****** is not a member of the Credit Union. As a result of these findings, we wish to inform theBureau that we are not able to respond to the Complaint as provided. Further, it is CFCU’s understanding that the matter referenced in his Complaint has been resolved. . Please advise if there is any further information that you might require.  Best, Stephanie J*****

• Initial Complaint

  05/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Car loan. From day one I have been jacked for extra money saying that there was no full coverage when in Fact I did. They forced or harassed me by letter saying that I had to make extra payments. I did for a year. That wasn't enough. Now they want 257 when the payment is 183. Sara told me last month that when I made this final payment my payment would be 183. Now.today I'm told it's 257 plus a 15 dollar fee. ****** Bianco

  Business response

  05/12/2023

  Kevin, Please see the attached extension request letter. We look forward to your response.To Whom It May Concern, Please let this letter serve as CFCU Community Credit Union's ("CFCU" or "Credit Union") response to the notice letter from the Better Business Bureau (the "BBB") dated May 2, 2023 (please see attached "Exhibit A") and as response to the complaint filed with your office ("Complaint", please see attached "Exhibit A") as submitted by ****** ****** ("Mr. Bianco" or "Member") on May 2, 2023, regarding Member's Vehicle Loan entered into on January 4, 2021 ("Agreement", please see attached "Exhibit B”), for a 2013 Chevrolet Impala ("Vehicle”).  Please accept the below information, including the attached Exhibits to support our response, in addressing the following accusations raised by the Member:  1. Member alleges that CFCU inappropriately charged him additional fees due to lack of full  coverage auto insurance, when he did in fact have full coverage on the Vehicle; 2. Member claims that CFCU harassed him when the Credit Union sent him letters saying he  had to make extra payments;  3. Member claims he made extra payments for a year; and  4. Member asserts that CFCU inappropriately charged Member $257.00 a month, plus a $15.00 fee, when he was told his payment on his Vehicle Loan would be $183.00 a month.  To Member's first assertion, "that CFCU inappropriately charged him additional fees due to lack of full coverage auto insurance, when he did in fact have full auto coverage on the Vehicle, CFCU respectfully disagrees with this assertion. In Member's Loan and Security Agreements and Disclosure Statement ("Security Agreement"), signed and dated January 4, 2021, Member promised to keep the Vehicle "insured against loss and damage", which the "amount and coverage of the [Vehicle] insurance must be acceptable to [the Credit Union]" and to "deliver the policy or proof of coverage to [CFCU] if asked to do so." Further, the Security Agreement allows CFCU to "monitor" the Vehicle Loan to verify that the insurance requirements have been complied with, and if it is not complied with, add insurance charges to the loan which "may increase [Member's]  payments to pay the amount added within the term of the insurance or term of the Loan” which said insurance "will cover only [the Credit Union's] interest in the Property" (please see attached "Exhibit B").  Based on CFCU's records, Member did not have the required insurance on his Vehicle from July 29, 2021, to August 19, 2021 (please see attached "Exhibit C"). Such insurance requirements included, 1) "[c]ontinuous insurance coverage with no lapse"; 2) CFCU "named as lien holder or loss payee"; and 3) "[c]omprehensive and collision coverage (or physical damages) with deductibles not greater than $1000" (please see attached "Exhibit C"). Accordingly, on August 31, 2021, CFCU issued an Insurance Reminder to Member, which requested proof that the Vehicle was adequately insured, and informed Member if he did not provide proof of required insurance, CFCU would purchase Collateral Protection Insurance ("CPI") coverage on behalf of Member to protect CFCU's interest in the Vehicle (please see attached "Exhibit C").  Member failed to provide the Credit Union proof of required insurance. Consequently, CFCU sent Member a Notice of Loan Payment Increase on September 9, 2021 (please see attached "Exhibit D"). Member's payments increased to $192.62, largely reflecting a CPI premium of $98, purchased by the Credit Union at the Member's expense (please see attached "Exhibit D").  Further, according to the Credit Union's records, Member cancelled his insurance policy on the Vehicle in 2022. Therefore, on June 7, 2022, CFCU issued an Insurance Reminder to Member, which requested him to provide CFCU proof that he had the required insurance, and informed Member if he did not provide proof of required insurance, CFCU would purchase CPI coverage on behalf of member to protect CFCU's interest in the Vehicle (please see attached "Exhibit E"). Again, Member failed to provide the Credit Union proof of required insurance. Subsequently, the Credit Union sent a Final Notice to Member, which again requested him to provide CFCU proof that he had the required insurance, and informed Member if he did not sufficient provide proof of required insurance, CFCU would purchase CPI coverage for the premium cost of $776.00 on his behalf (please see attached "Exhibit F”).  Once more, Member failed to provide CFCU proof of required insurance. Accordingly, CFCU sent Member a Notice of Placement of Insurance reminding Member of his contractual obligations to keep his Vehicle continually insured during the term of the Vehicle Loan (please see attached "Exhibit G"). Since CFCU was not provided acceptable proof of required insurance pursuant to the notices previously sent to Member, the Credit Union found it necessary to protect its interest by purchasing a CPI premium of $776.00 at Member's expense. Although Member may be frustrated by his increased Vehicle Loan payment, the Credit Union has a duty to protect its interest in collateral and did so appropriately.  Regarding the Member's accusation that CFCU harassed him when the Credit Union sent him letters saying he had to make extra payments, CFCU disagrees with Member's characterization of CFCU's correspondence with Member. CFCU sent correspondence to Member to alert him of his contractual obligations under the Security Agreement and provide notice that CFCU placed CPI on his Vehicle due to his default on his Security Agreement obligations (please see attached "Exhibit C", "Exhibit D", "Exhibit E", Exhibit F" and "Exhibit G"). This correspondence was not an attempt to harass Member, nor force Member to make extra payments.  Therefore, CFCU disagrees with Member's interpretation of this correspondence.  To Member's claim that he made extra payments for a year, CFCU wishes to reiterate its position in the above responses. The only "extra payments” made by Member, were additional costs due to the placed CPI coverage and late fees, further outlined below. Member did not make additional payments on his Vehicle Loan, but rather made larger monthly payments to reimburse CFCU for the insurance purchased for the Vehicle (please see attached "Exhibit H").  Regarding Member's claim that CFCU inappropriately charged Member $257.00 a month, plus a $15.00 fee, when he was told his payment on his Vehicle Loan would be $183.00 a month, CFCU again wishes to reiterate its position above. While Member is correct that his monthly payment on his Vehicle Loan was initially lower, $183.99, his payment increased to $252.31 due to the CPI coverage outlined above (please see attached "Exhibit H"). This increase is in alignment with the Security Agreement, which allows the Credit Union to charge Member for any insurance costs borne by the Credit Union and said costs will be added to the unpaid balance of the Vehicle Loan, which will then be subject to interest at the same rate of the Vehicle Loan (please see attached "Exhibit B"). As to the $15.00 fee referenced by Member, CFCU cannot find any evidence to substantiate this claim. However, based on CFCU's records, Member was charged a late fee of $12.62 on October 12, 2022, November 12, 2022, December 12, 2022, January 12, 2023, and February 12, 2023 due to late monthly payments on his Vehicle Loan (please see attached "Exhibit H”).  Based upon the above, CFCU believes this Complaint is outside the scope of Credit Union responsibility, and therefore does not require mitigation or recourse on behalf of CFCU. We therefore ask the BBB to concur with CFCU's understanding that CFCU's actions have been property and appropriate and find there is nothing further required to address Member's Complaint. Please advise if there is any further information that you might require.  Stephanie J*****CFCU Community Credit UnionRE: Complaint #********

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a loyal customer of CFCU bank for 25 years. Approximately may of 2022 I attempted to fix my bank account as I kept getting overdraft charges when I put money in . I asked for a forbearance on a loan to get this fixed through me and my mother . This went through but I wasn't told about it and CFCU started reporting mine and my mother's credit To the credit bureau instead of telling me what was going on. I have recorded 22 conversations on a recorder Since approximately may 2022 That I repeatedly asked them to stop reporting my credit, redact mistakes And try to fix this issue. I even spoke to their legal team for 3 months And they stated they would resolve this issue and stop reporting me & my Mother's credit yet they have never stopped reporting it Fraudulently. I have lost thousands of dollars due to this And working as a nurse practitioner in the pandemic And having my entire bank discontinued by the bank, my mother's business credit ruined and my business credit ruined as a loyal customer. They have only responded with threats & Have never tried to fix the issue when I can prove it easily. I seek recourse of my credit and the thousands of dollars lost. CFCU bank continues to not respond in any way For months and have done nothing to fix the issue as I said. Thank you for helping me with this issue as it has severely impacted my life negatively and the lives of many of my patients.

  Business response

  04/18/2023

  Good Morning, Please see the attached response in reference to BBB Complaint # ******** with the Complainant listed as ***** ****.  Best, Stephanie J***** *************************** To Whom it May Concern, Please let this letter serve as CFCU Community Credit Union’s (“CFCU” or “Credit Union”) response to the notice letter from the Better Business Bureau (the “BBB”) dated April 10, 2023 (please see attached “Exhibit A”) and as response to the complaint filed with your office (“Complaint”, Exhibit A) as submitted by ***** **** (“Mr. ****” or “Member”) on April 5, 2023, regarding Member’s Account and Credit Report. CFCU disagrees with the rendition of events as shared by Mr. **** in the Complaint. The Credit Union has attempted to speak with Member in a productive manner without success. As a result, the CreditUnion has enlisted the assistance of outside counsel. Unfortunately, to-date, there has been no effective communication. 

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  5/20/22. They took my husband’s entire paycheck from our account without our permission to pay a delinquent mortgage payment after speaking to them my husband settled with paying 600$ to the mortgage. When looked at the account over the weekend the payment hasn’t been applied to the loan the bank is withholding our money “in a special account till the full payment has been made” when this has never been the practice for them they have always accepted partial payment and applied them directly to the account

  Business response

  06/17/2022

  Greetings,

  Please see the attached response from CFCU Community Credit Union regarding complaint ID 17253563. 

  Please let this letter serve as CFCU Community Credit Union's ("CFCU" or "Credit Union") response to the notice letter from the Better Business Bureau (the "BBB") dated May 26, 2022 (please see attached "Exhibit A") and as response to the complaint filed with your office ("Complaint", please see attached "Exhibit A") as submitted by ******** ****** ("Ms. ******" or "Member") on May 20, 2022 regarding Member's Mortgage ("Mortgage" or "Loan") and her current financial hardship.

  Concurrent to Member's Complaint, CFCU staff were working with Member to find a solution to address Member's financial struggles. Specifically, Member expressed interest in applying for a Loan Forbearance on her Mortgage based upon financial hardship (please see attached "Exhibit B"). It is our understanding this Complaint was filed due to a misunderstanding.

  Since Member's Complaint was filed with the BBB, CFCU staff have continued to work with Member to attempt to alleviate some of the financial stress relating to the monthly payments on her Mortgage. Through joint efforts, Member was approved for a six (6) month Loan Forbearance on said Mortgage on June 3, 2022 (please see attached "Exhibit C"). Accordingly, the Credit Union believes the assertions in Member's Complaint to be resolved and that this does not require further recourse on behalf of CFCU. We ask the BBB to concur with CFCU's understanding that CFCU's actions have been proper and appropriate and find there is nothing further required to address Member's Complaint.

  Best,

  Stephanie J 

   

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had a car accident that totaled my vehicle. I shouldn't owe a thing cause insurance covered and then gap cover rest. Don't owe a thing for 2019 *** *********

  Business response

  05/12/2022

  Good Morning,Please find communication regarding this complaint attached. Please let this letter serve as CFCU Community Credit Union’s request for an extended timeline for our response. We understand you have requested a response to be provided within fourteen (14) days, however, we would like to request an extension of two (2) additional weeks to grant our office sufficient time to review the details surrounding the assertions, prepare and deliver our comprehensive response on this matter. We look forward to your response and thank you in advance for your understanding. Best,Stephanie J******

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I went to this bank to discuss getting a personal loan. I was told that this would be about 48 to process and I had time to think about this loan. After about 20 mins I called the bank, the loan officer I spoke with was not available. I then sent this loan officer an email requesting to withdraw my application. I did not hear back from the loan officer for several hrs. He confirmed my application had been with drawn. This officer did not tell me they had already pulled my credit. I asked to have this removed from my credit report due to the time they had stated it would take and the short distance in which I requested the withdraw. I would like this immediately removed from my credit report. I did speak with the bank and they told me there is nothing they can do for me. Thank you, ******* ***** report pulled 1/3/22

  Business response

  02/01/2022

  Good Afternoon,

  Please accept this email as acknowledgment of our receipt for the attached complaint (16694900). We understand you have requested that we review and respond within 14 days. We would like to request a 30-day extension to review the complaint and prepare our response. Please let me know if this is acceptable and if you require anything else from our office. 

  Best,

  Stephanie Jerram

  Executive Assistant to CRO/GC

  Direct: 607-257-3282, extension 3340

  Cell: 607-793-3297

  Email: [email protected]

  CFCU Community Credit Union

  1030-1050 Craft Road

  Ithaca, NY 14850-1016

  https://www.mycfcu.com/

  Business response

  02/28/2022

  February 25, 2022

  Dear Complaint Handler,

  Please let this letter serve as CFCU Community Credit Union's ("CFCU" or "Credit Union") response to the notice letter from the Better Business Bureau (the "BBB") dated February

  1, 2022 (please see attached "Exhibit A") and as response to the complaint filed with your office ("Complaint", please see attached "Exhibit A,") as submitted by ******* ***** ("*****" or
  "Applicant") on February 1, 2022 regarding a personal loan application dated January 3, 2022 ("Loan Application") Please accept the below information, inclusive of attachments to support our response, in
  addressing the following assertions raised by Applicant:
  1. Ms. ***** was told that her Loan Application would take "about 48 to process" and that
  she had "time to think about this loan."
  2. Ms. ***** emailed a CFCU loan officer to withdraw her Loan Application, and she did
  not hear back for several hours.
  3. CFCU staff did not inform Ms. ***** that her credit had been pulled when she withdrew
  her Loan Application.
  4. When Ms. ***** requested that CFCU remove its credit inquiry from her credit report,
  CFCU told her that it could not complete her request.
  To address Ms. *****' first claim that she was told that her Loan Application would take
  "about 48 to process" and that she had "time to think about this loan'', CFCU finds that CFCU
  followed its internal and expressed procedures for processing and making determinations on
  personal loan applications. CFCU' s internal procedure for processing personal loan applications is to accurately

  input required data and to obtain a credit inquiry. From there, CFCU staff can calculate whether
  this loan would be within our lending guidelines and present the application for internal
  approval. If the loan is approved, then the applicant would be informed of CFCU' s decision. In
  this instance, this process was not only expressed to Applicant, but the process was also partially
  completed before Applicant withdrew her Application.
  If Ms. ***** is claiming that CFCU promised her that it would not complete a credit
  inquiry for 48 hours, this assertion is not only unsubstantiated, but also contrary to CFCU's
  internal and expressed policies and procedures. While staff may have informed Applicant that a
  determination on her loan Application would not occur for at least 48 hours, this is not the same
  as beginning the processing of her Loan Application by conducting a credit inquiry. There are
  multiple steps which lead to an approval or a decline. In Ms. *****' case, CFCU staff sought to
  provide her with a loan decision promptly and efficiently, as members anticipate, and the credit
  pull would have been as expected as part of the application process.
  Furthermore, by the terms of Ms. *****' Application, she knew or should have known
  that CFCU would run a credit inquiry in order to make a determination on her Loan Application.
  In Applicant's Loan Application (please see attached "Exhibit B"), Ms. ***** signed the same
  acknowledging and agreeing that she "authorize[ d] the Credit Union to obtain credit reports in
  connection with th[ e] application for credit." Any claim expressed or implied by Applicant that
  CFCU indicated that a credit report would not be collected prior to completing the processing of
  her Loan Application is baseless and directly contradicted by the attached Exhibit B. Therefore,
  CFCU strongly concludes that Applicant was accurately alerted that a credit inquiry would occur
  upon the completion of her Loan Application.
  Responding to Ms. *****'s second claim, that she emailed a CFCU loan officer to 

   withdraw her Loan Application, and she did not hear back for several hours, CFCU asserts that

  this claim is patently false.
  Based on CFCU's internal investigation, Ms. ***** applied for a Personal Loan on January
  3, 2021. At 11:50 A.M EST (10:50 A.M. CST) that same day, CFCU staff ran a credit inquiry
  and began processing her Loan Application (please see attached "Exhibit C"). At 12:55 P.M.
  EST, Applicant emailed CFCU staff to withdraw her Loan Application. Less than two hours
  later, at 2:29 P.M. EST, CFCU staff responded to Applicant to inform her that her Loan
  Application would be withdrawn (please see attached "Exhibit D"). Therefore, CFCU submits
  that Applicant's claim is baseless and CFCU responded to Applicant in a timely manner.
  Ms. ***** further alleges that CFCU staff did not inform Ms. ***** that her credit had been
  pulled when she withdrew her Loan Application. In response, CFCU has no report or record that Ms.
  ***** inquired about her credit being pulled when she withdrew her application. Ms. ***** does
  not indicate that she asked, nor does she assert that she was told it wasn't. By virtue of the
  authorization to pull credit, signed by Ms. ***** as part of her application, she knew or should have
  been aware of the credit inquiry in processing her Loan Application. Further, CFCU staff were not
  required to; tell her upon withdrawal and wouldn't see the need to provide this information
  unprompted.
   Regarding Ms. *****' fourth assertion, that when she requested that CFCU remove its credit
  inquiry from her credit report, CFCU told her that it could not complete her request, CFCU finds this
  assertion to be accurate. Given the circumstances, CFCU was not able to assist Ms. ***** with her
  request.
  As a financial institution, CFCU has to abide by the Federal Fair Credit Reporting Act
  ("FCRA") which regulates credit reporting and promotes the accuracy, fairness, and privacy of
  information in the files of consumer reporting agencies, this includes reporting legitimate hard
  inquiries on an individual's credit file. Specifically, hard inquiries refer to instances when a lender
  accesses an individual's credit report for the purpose of evaluating them as a borrower. In other words,
  hard inquiries happen when lenders look at the information in a person's report to decide whether to
  approve or deny their application for credit.
  If a legitimate hard credit inquiry occurs, it is fair and accurate for such inquiry to be shown
  on that individual's consumer credit report with the various reporting agencies. A consumer credit
  report, in essence, is a behavioral tool that assists creditors and financial institutions in assessing credit
  worthiness. Multiple applications for credit with multiple legitimate hard credit inquiries, for
  example, may be important for authorized parties to understand before granting additional credit.
  Further, CFCU, as a financial institution, does not have the authority to remove a legitimate credit
  inquiry from an individual's credit report.
  Here, Applicant filed a Loan Application, and as a result of such Loan Application, CFCU
  requested to see Applicant's credit report to decide whether to approve or deny her application for
  credit. Therefore, CFCU conducted a legitimate hard credit inquiry to determine if Applicant could
  be approved for the loan. Accordingly, CFCU does not have the authority to remove the credit inquiry
  from her credit report as this credit inquiry is an accurate and fair representation of her credit history.
  While the Credit Union can appreciate Ms. *****' desire to remove this from her credit history, the
  Credit Union cannot in good faith assist her in this request.
  Based upon the above, CFCU believes this Complaint is outside the scope of Credit
  Union responsibility, and therefore does not require mitigation or recourse on behalf of CFCU.
  We ask the BBB to concur with CFCU's understanding that CFCU's actions have been proper
  and appropriate and find there is nothing further required to address Ms. *****' Complaint.
  Please advise if there is anything further needed from CFCU to assist with your decisioning.
  Best regards, Carissa W******   Associate Attorney  CFCU Community Credit Union Cc: ******* ***** Exhibits attached

*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. ↩