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:02/18/2025

  Type:Product 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.

  This is a complaint that Quorum FCU is deliberately withholding out 1098 despite 3 attempts of contacting their staff and asking for a release. We reached out to Quorum inquiring of this via email on January 8, 2025 of this year and received a response the next day informing us that this is mailed out. After waiting more than two weeks and not receiving anything, I followed up over email. We did not receive a response. Finally, I called Quorum on January 28th, 2025, and got assurance from their representative that even though we closed our second mortgage and can no longer access the dashboard, they will re-send our 1098 as well as try to email it in encrypted form to us. It is now February 15th, and we have not received EITHER.

  Business Response

  Date: 02/26/2025

  Quorum would like to offer its apologies for the trouble *** ***** experienced in obtaining her 2024 1098 tax form for her home equity line of credit.

  Upon review,a 1098 tax form was mailed to *** ****** address on file on 12/31/2024. When ******** contacted Quorum on 01/28/2025 to say she was not in receipt of the form,our Loan Servicing Agent advised *** ***** that a password-protected email with instructions on how to access her form would be sent to her within three days. Unfortunately,this was not competed until 2/17/25. Our representative, *****, contacted ******** to confirm she received the tax form on 2/19/25.   We hope that the matter has been closed to *** ****** satisfaction, and again our sincerest apology for the inconvenience she experienced. 

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find although the depiction is not a comprehensive documentation of the back and forth that happened, the matter has been resolved.
  
  Sincerely,
  
  ****** *****
  
  
  
   
  
  

• Initial Complaint

  Date:11/13/2024

  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'm writing because I've been a loyal customer with ******************** bank for over 15 years. I did a dispute with them against state farm the other month for a July payment that I didn't authorize and they sided with state farm so I'm choosing to take my business elsewhere.

  Business Response

  Date: 11/26/2024

  Quorum has examined complaint ID #******** for *** ******* and was sorry to learn the outcome of the initial dispute was not in her favor.
  
  On 09/03/2024, *** ******* spoke with Quorums *************** team and requested a new debit card be sent to her after reporting her original debit card lost. Quorum expedited the replacement card to the address on file. On 09/18/2024, ********** discovered that State Farm Insurance, her current insurance vendor, had debited $306.85 from her account, despite *** ******** wish to end her relationship with State Farm. *** ******* did not actively close her State Farm Account, yet was under the impression State Farm was not permitted to update her debit card information and then charge it without her express permission.Due to the charge, Quorum assisted *** ******* with submitting a billing dispute on 9/18/2024. 
  
  Mastercards ********************************* ***** is automatically applied with each Quorum debit card issued and is explained in the Automatic Billing Updater Privacy Notice included with debit card mailings.This service notifies Mastercard when a card is closed and reissued. In turn, ********** provides the updated account number to participating merchants so that any recurring payments tied to the cards can continue without pause; in *********** ***** this account information was provided to State Farm, which they used to continue the recurring transaction.
  With recurring debit card transactions, Quorum recommends contacting the merchant to cancel the transaction to ensure the cardholder is not charged; otherwise, through the Mastercard ********************************* ***** the transaction series will continue. Should a cardholder not wish to add recurring payments to their new card automatically, they have the option to opt out of the *** service by contacting Quorum directly via phone or by sending a secure message within Online Banking and we will process the request.
  
  ********, a *********** Specialist, has been in touch with *** ******* on multiple occasions (11/18/2024 and 11/21/2024) to inform her that Quorum is able to re-open the dispute; however, we arent able to guarantee the outcome will be in her favor and the outcome may take up to 45 days to resolve.
  
  We would like to thank *** ******* for her loyalty to Quorum and wish to maintain membership. We appreciate her patience while we re-open the dispute and examine the supporting documentation. When we are provided with the dispute resolution, we will reach out to her again. 

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ******************************************************************** for 25+ years and have never had a problem. I have been getting a run around about why my debit card does not work. I replaced the debit card and created a new pin like the said. Again, I tried my debit card and it did not work. After calling them again, the first employee told me that I have an outstanding credit card bill. I told her I dont have any credit card balance, because I checked online. She then told me I had two credit cards. I told her only one account is showing up on my online banking. She then insisted that *i* rewch out to online banking to have second credit card added to my account. I told her that I do not have any credit card like that, but it was clear she did not believe me as she gave me the option stated above. I asked her what was the card number and she said she couldnt provide that info. I then wsked for the transactions on that card and she couldnt give me it. I asked her to be transferred to a senior agent. This agent repeated the same thing. I told them this had to be fraud. I told her that back in August I reported fraud on anothe card and was told that everything was resolved. She then put me on hold and came back and said that I cannot say for certain but we may have not closed off that account and that is why there are charges on a credit card under your name. She said it will take 2 business days for someone to reach out to me. Until then I cannot use my debit card. What does credit balance have to do with a debit card? Now I cant have access to my money as my credit union is not close to me. Two business days mean that by Monday I will have to wait.

  Business Response

  Date: 03/21/2024

  Quorum sincerely apologizes for any inconvenience ********************** experienced regarding his debit card. We value his long-standing membership and deeply regret the difficulties he encountered. 
  
  On March 14th, ********************** engaged with multiple Quorum call center representatives. They explained that his card was declined due to a past-due balance on his credit card. The resolution involved making a payment, which would restore his card within 1 to 2 days. Our policy temporarily disables debit cards when associated loans or credit cards are delinquent. Unfortunately, the representatives did not realize that the issue was related to a closed credit card.  
  
  On March 15th, ********************** contacted Quorums call center again, as he did not feel the response from the representatives on the previous day was correct. During the call, the ****** Services representative discovered and communicated that a $2,200 charge for a disputed item from August 2023 had reappeared on his old credit card. This balance should not have affected his account, as it was part of a processing procedure related to fraudulent activity. The representative successfully resolved the blocked debit card issue; however, ********************** did request a call from a supervisor to express his dissatisfaction with the overall experience. 
  
  Later that day, as requested, a ****** Care Supervisor reached out to ********************** to apologize, acknowledge the error, and ensure he was aware he was now able to use debit card, as well as all aspects of his Quorum membership. 
  
  We understand that the conversations with our representatives left ********************** feeling uncomfortable, and the card declination caused embarrassment. Please know that all interactions are recorded for ****************** and we have reviewed the conversations our representatives had with ********************** to provide training opportunities for our representatives and ensure better service and care is provided in the future. 
  
  At Quorum, we strive to conduct business with utmost professionalism. We appreciate *** ********** patience and understanding as we work to improve our services, and appreciate the opportunity he gave us to make things right. If there is anything else we can do to assist him, we ask that he please not hesitate to reach out. 
  
  

  Customer Answer

  Date: 03/21/2024

  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:

  Ok the timeline and these explanations are wrong. I was issued a new debit card when this issue first occurred. I was told that it would be fixed. This would be the third time trying to use it. I called back  and was told about a balance. I alerted them that the credit card account was not on my online banking profile, and it was me who had to reiterate the fact that this sounds fraudulent. I had to speak to a supervisor who had the same tone as the previous person. I got annoyed and responded rudely, so that she could go check again. She returned to the line and kept saying I cannot tell you is our fault but it seems that an old charge was not processed or something to that extent. I already assumed it was the fraudulent charge from October/noovember. I have experienced unnecessary anxiety and frustration trying to resolve an issue that had me locked out of my own debit card. She gave me no options has she said it could take two business days.   I said it was Friday. She said there was nothing else that can be done. I decided to call back and was told that my debit card was not locked and that I had entered the wrong PIN number. I went back to use it and it still wasnt working. Please go review all of your logs as you have stated.

   In light of these circumstances, I am formally requesting monetary reimbursement for the following:
  
  1.Any fees or penalties incurred as a result of the restriction placed on my debit card.
  2.Any costs associated with attempting to resolve the issue, including phone calls, travel expenses, and time spent away from work.
  3.Compensation for the distress and inconvenience caused by the credit unions error and the subsequent impact on my financial well-being.
  
  I trust that you all will take swift and appropriate action to address this matter and provide me with the necessary reimbursement as outlined above. I value my relationship with the credit union and hope to see a prompt resolution to this issue in order to restore my confidence in your institution. Again, a huge  concern was the fact it may impact my credit scoreand this was not even addressed. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 04/08/2024

  We have reviewed the response to complaint # ******** by **********************.  
  
  We would like to thank ********************** for his long-time membership, and for being vigilant in reporting the initial fraud on his card. It is good to hear that this is the first issue he has experienced with Quorum in over 25 years of membership.  

  We absolutely agree that *** ********** issue should not have taken multiple calls to be resolved and we sincerely apologize for that. We also apologize if our first response made it seem as if we were being unhelpful in any way. As this incident stemmed from a fraud-related incident, some of the points could not be addressed in detail to ensure his security, which is always our chief concern. However, our intent is never to make a customer feel like they are getting the runaround, nor is it to make the experience difficult. 

  Regarding *** ********** most recent response, we contacted him on April 3, 2024, to go through his remaining concerns and attempt to reach a satisfactory resolution. We thank him for his patience and for giving us the opportunity to make things right. 

• Initial Complaint

  Date:08/29/2023

  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.

  Hello, This is in reference to a HELOC. I have been trying to resolve this issue since JULY 15, 2023 with Quorum FCU. I have made numerous phone calls & I have been given the same run-around answer that an email has been sent to the insurance department & that I will receive a follow up asap. Its been 45 days and there has been no response from the insurance ************** will now have an impact on my credit score. This is an unacceptable practice. *** notified them that i would reporting this to the Better Business Bureau. Flood insurance was imposed onto my loan - by error, on the credit unions part. Im an individual condo owner. They are treating my loan as if I own the entire building. I own 1 single unit. All insurance documents for my loan are through the condo association. The association has provided them with the documents, and I have also retrieved the same documents from the association & submitted them to the credit union - which I shouldnt have had to do. Since the mistake on Quorums part (the imposition of insurance), the documents have been received, updated, & the mistake was corrected. HOWEVER, my payment information has not been updated, my loan payment is showing as past-due, and Im unable to make my monthly payments. I am forced to call to make a short-payment by phone with a representative. Late fees are still being assessed, and then reversed.and soon, this will have an impact on my credit score! This is asinine! It needs to be fixed!

  Business Response

  Date: 09/07/2023

  We have reviewed complaint #******** submitted by *****************************, regarding the issue with updating flood insurance on *** ******** home equity line of credit and her loan payment credit reporting.
  Our *********** Specialist, ***********************, contacted ****************** on 08/29/2023 to inform her that we had reviewed her complaint, and the issue was being reviewed, but had to leave a voicemail. *** ******** home equity line of credit requires flood insurance due to her residence being in a flood zone.  ***** spoke to ****************** on 08/31/2023 and informed her that because we did not receive the updated flood insurance declaration page in time, we forced-placed the flood insurance and paid the premium on her behalf on 6/21/2023 to continue to protect her property.  ****************** sent us the updated declaration page on 07/25/2023 which stated that there was no lapse in the coverage.  At that time, Quorum took the steps to notate the system and refund ****************** the charged premium amounts.  On 07/27/2023 our system was updated; however,the amounts were erroneously not removed from the bill and showed that Augusts payment was due.
  A payment re-application was completed on 09/05/2023 where recently paid amounts were removed from the escrow balance and applied toward interest and the principal loan balance. There has not been any negative credit reporting on the members loan. Due to this correction, the interest payment due date is now 10/01/2023. *** ******** issue is now fully resolved.
  Since proof of insurance is required annually, ****************** should submit her updated policy, by the required deadline, to ***************************** to ensure there is no forced-placed insurance applied to her loan.
  

  Customer Answer

  Date: 09/08/2023

  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.   it should be noted that Quorum FCUs customer service, loan department, billing department, insurance department & HELOC servicing center all operate separately & did not communicate with each other for over 45 days of me calling at least once a week.  I never received any form of response until I filled the report here, with the BBB.  
  It should also be noted that I am an individual unit owner & that the building owner & management company are the policy holders for flood insurance & they are the responsible party for providing these documents.  Quorum is well aware of the situation & still acts as if I am the policy holder.  They are careless in their practices & their responses. 

  After almost 2 months & a report to the BBB, the matter has been resolved. 
  

  thank you, 

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

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  On 4/20/2023 i called regarding my account. The agent said it was charged off and after I make a pay off the balance of *****, the account will close and I can apply for a new membership. He gave me the option of going to a shared branch to make a deposit into the account. Im sure calls are monitored for quality assurance so they will hear all of this when the call is replayed. I went to the branch today 4/21/2023 to make the deposit. Im told nothing is coming up. I called Quorum back and NOW ***** and Ebony tell me the ONLY option I have is to mail a check because the account is charged off. Excuse me? The agent from the day before knew this and informed me of the status, so WHY would he KNOWINGLY MISLEAD me? Im requesting Quorum make an exception regarding my deposit options since their agents misled me. And on their website it says once youre a member, youre a member for life. Theres no asterisk or number to refer to the fine print for clarification. Because if thats the case, why do I have to re-apply for a membership if I already have one? Theres nothing in the fine print about accounts being dormant. And why am I still getting emails about my statements? Ive attached the pictures for you.

  Business Response

  Date: 04/28/2023

  We reviewed complaint #******** submitted by ************* regarding a checking account charge-off and deposit options. Below is a summary of the issue and resolution:
  
  Upon review we found that **************** checking account was charged off with a negative balance on 06/15/2017. Also,her ****************** account was closed on 07/31/2018 due to account inactivity.  Currently a payment of $23.94 is required to satisfy the negative checking account balance. ************** may apply for a new membership, which will be subject to an account review process before approving her new application.
  
  We have contacted and left a voicemail for ************** on 04/25/2023. She returned our call the same day and spoke to *******, a ****** Services Representative. ******* explained to ************** that for a membership to remain open, it must be in good standing. Once an account is charged-off with a negative balance or the membership account closed due to inactivity, a new membership application is required if a member wishes to reestablish a new banking relationship. A deposit can be made to a charged-off checking account, if no other accounts are currently active, by mailing a check or a money order to our headquarters address.
  
  Reviewing the recorded calls, ************** first inquired with our ****** Services about her negative account balance on 10/12/2022. On that call she was informed of the steps to satisfy the current balance on her checking account and of the steps to apply for a new membership.However, on a recent inbound call ************** was misinformed that a deposit could be made at a ********************* location (third party), which was inaccurate. We apologized to ************** for the inconvenience she has experienced and provided an accurate deposit option.
  

• Initial Complaint

  Date:04/07/2023

  Type:Customer Service 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'm am a victim of a scam. The bank has put my account on hold, but they act like I am the scammer. I need to know when my account will be release and if and when can I charge late fees to the bank if I am late paying my bills.

  Business Response

  Date: 04/12/2023

  We have reviewed complaint # ******** submitted by *********************** regarding a restriction on her account. Below is a summary of the issue and resolution:
  
  **************** deposited a check on March 31 in the amount of $1,499.31.  The check was fictitious, and to protect the members account, we restricted the account.  A member of our Fraud Team reached out to **************** to inform her of the restriction.  Unfortunately, **************** was not available,and a message was left.
  
  Our Fraud Team did speak with **************** on April 10.  She was informed that the restriction was placed on her account for her protection.  The account was reviewed, and upon receiving ***************** assurance that the issuer of the fraudulent check does not have any of her account information, the restriction was removed.
  

  Customer Answer

  Date: 04/13/2023

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

• Initial Complaint

  Date:03/15/2023

  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.

  Quoram website will not allow me to make additional principle payments, The only option is to pay interest only. I have made multiple attempts to contact customer service without any support, I cannot even make an over the phone payment. I will occur additional cost due to negligence on Quorams side.

  Business Response

  Date: 03/22/2023

  We have reviewed a complaint # ******** submitted by ******************************* regarding a Home Equity Line of Credit.Below is a summary of the issue and resolution:
  
  In order to make a principal payment to a Quorum HELOC, a member must first pay the billed amount. Once that requirement is satisfied and the payment posts (within two business days), a member will see the option to make a HELOC principal payment in online banking. This information is found in our online knowledge base under How do I make extra payments toward the principal on my loan? ***********************,our *********** Specialist, spoke to ******************** on 03/15/2023 and informed him of the steps of making a principal loan payment online.

• Initial Complaint

  Date:12/21/2022

  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.

  We took out and signed a contract for a home equity line of credit on May 27th, 2022. The contract stated my opening interest rate was 4.2% and my interest rate could not increase by more than 2% in a 12 month period. That means prior to May 27th, 2022 my interest cannot be higher than 6.2%. For the last 3 statements my interest rate has been 6.7%. Ive called about **** times about this issue. Each time I get a slightly different answer as to what the issue is. Ive called twice this week. The first call I was told they were seeing in the system that my opening interest rate was 4.7% but he find my contract confirming the 4.2% and said he was sending it to the escalation department and would call me back in 24 hours. My call was not returned. I called again and was told this was a known issue at Quorum but they had no ETA on resolution. I need my interest rate set to 6.2% and a credit for the extra interest Ive paid. At this point ** over paying the loan but the extra payment is going towards the extra interest and not the principal. Which means my principal is not decreasing as fast as it should.

  Business Response

  Date: 01/13/2023

  We have reviewed complaint # ******** for ***********************, and we have determined that our Home Equity Servicer experienced an issue which resulted in the issue described by ******************. We deeply apologize for the inconvenience. This issue is being actively worked on and ****************** will see the adjustment once the resolution has been deployed. We expect to have a resolution shortly.

• Initial Complaint

  Date:10/03/2022

  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.

  Ive requested some information pertaining to my mortgage company through the app/online account, through Secure Message option to the credit union. After receiving an email notification from the Federal Credit Union that I have received a reply, but once I try to log into my account, I get a message about my account being locked. Due to lack of support, I stay hours on the phone to speak to someone, with no success. Now, my bank is in negative because I was unable to modify my online banking properly.

  Business Response

  Date: 10/11/2022

  We have reviewed complaint #******** regarding our member, **************** (***************), and his experience trying to access his online banking account and secure message center.
  On 10/03/2022, our *********** Specialist *********************** contacted ************** by phone and confirmed that he was able to successfully log in to his online banking account. We also confirmed that ************** was able to review the secure message that Quorum sent him on 09/30/2022. The secure message provided guidance on accessing his Home ********************** as well as options for communicating with our Home Equity team by phone and/or message center.
  On 10/05/2022, our *********** Specialist **** spoke to ************** to verify that his concerns had been addressed.
  We apologize to ************** for his experience with attempting to reach us by phone as we are currently experiencing higher call volume.
  Thank You.

• Initial Complaint

  Date:08/03/2022

  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.

  After consistently being on the phone for numerous hours requesting that my monthly mortgage statement be sent to me, I haven't receive them. I'm being told, it is being mailed monthly and that also my savings account statement will have the same information. I have **** informed delivery for the past two years and receive a photo via email everyday of my mail. These statements have not come. I'm also unable to go online and access my accounts. The representatives that work for Quorum customer service give me one excuse after another as to why I'm unable to have a statement every month of my mortgage. It is very frustrating and stressful to be a homeowner unable to access this important information. I also need a physical address to send mortgage payments. Will payment be addressed to BMI servicing company or Quorum Federal Credit Union? Loan# is **********

  Business Response

  Date: 08/18/2022

  We have reviewed complaint # ******** that ************************* submitted on 08/03/2022 and found the following:
  
  After review of *** ******* account, we identified the systemic issue preventing the generation of *** ******* account statements. We have corrected the issue and have confirmed that all future statements will be generated and mailed to the address we have on record for ****************. We mailed a copy of *** ******* most recent bank statement of which she confirmed receipt on 08/16/2022 to Quorum *********** Specialist, ************************
  
  With this correction, we have also restored *** ******* access to online banking.
  
  **************** can mail in future payments for her 1st Mortgage to:
  
  Quorum Federal Credit Union
  ** *** **** ********* ** **********
  
  We hope this addresses *** ******* concern and apologize for the time she has spent to have this issue corrected.