ComplaintsforAdvantage Federal Credit Union

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a shared bank account with my mom, the bank account occurred overdraft fees that didn’t make sense but we still paid them. Everytime we requested to remove this as an option everytime we were supposed to be accommodated we didn’t. Yet it is all recorded on file I have spoke to reps, bank managers, and tellers no one fixed or resolved the issue now they have sent the account to the check system.

  

  Business response

  08/30/2024

  
  Mr. ********:
  Advantage Federal Credit Union has received your complaint filed with the Better
  Business Bureau on or about August 26, 2024, regarding "Customer Service Issue"
  related to credit reporting.
  A cursory review of the account in question indicates the following:
  On January 4,2024, the Asset Solutions Representative spoke with ****** T.
  *********, joint member and primary on the account. The member was advised
  that all transactions on the account were linked to the joint members card, to
  wit: ******* ** *********
  The primary member was advised of the transactions linked to this account
  (xxxxxx*********) and, furthermore, those charges were legitimate.
  Thereafter, the primary member claimed that branch staff told her on or about
  September 30,2023, the account would be closed. I do not see anything
  representing this discussion.
  The primary then stated that the branch told her they would conduct a fraud
  investigation on the account and contact her with the findings. The Asset
  Solutions Representative then asked who the primary met with at the branch,
  and she replied, "she did not recall the staff members name, but she signed an
  account closure form."
  The Asset Solutions Representative conducted a check within its system notes,
  and it was determined to the best of our knowledge no account closure forms
  connected to the account was executed.
  The primary continued to say she wasn't going to pay and, was advised by the
  Asset Solutions Representative to meet with someone at the branch and/or have
  her son go into the branch to file a dispute.
  The response was that filing a dispute doesn't make sense as she told her son to
  "cut the cards up." As a courtesy, the account history was reviewed again and
  the primary insisted that her son never "did any of those transaction because she
  made him cut the card up."
  and ended call.
  
  To date, neither member filed a dispute of the transactions just demanded the
  balance be cleared by AFCU.
  The account and balances were charged off.
  With respect to the **** Reporting, Advantage Federal Credit Union is required to
  comply with the Fair Credit Reporting Act when reporting to credit bureaus. As part of
  this reporting, we are required to ensure the accuracy and integrity of the information
  provided to consumer reporting agencies.
  We will need further documentation, including any police reports, steps taken with the
  and any other documents that will substantiate your request to change reporting.
  If we do not receive the additional documentation from you by Friday, September 6,
  2024, we will consider this matter closed. If the appropriate documentation is provided,
  we will review and provide you with the results of our review.
  Sincerely,
  Eric W. H*******
  Director of Legal Services and Compliance
  Cc: Better Business Bureau

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding Advantage FCU’s non-compliance with the Fair Credit Reporting Act (FCRA) due to inaccurate reporting of my account details and failure to provide the required notice of negative information If you cannot provide me with the requirements signed dated notices under FCRA law 1666b/623a7 from around the time the alleged late payment happened i ask you to remove this account #*********** Upon reviewing my credit report, I discovered that Advantage FCU has inaccurately reported the last date of activity on my account as 09/2022, whereas my records indicate the last payment was made in 11/2022. This discrepancy constitutes inaccurate reporting, which violates Section 1681s-2(a) of the FCRA, which mandates furnishers of information to provide accurate information to consumer reporting agencies. Additionally, under FCRA Section 623(a)(7), creditors are required to notify consumers when they report negative information to credit bureaus. I never received any such notice from Advantage FCU regarding the disclosure of negative information related to my account. This failure to comply with the notification requirement further constitutes a violation of the FCRA. This non-compliance has caused significant distress and financial harm, including a lowered credit score and potential denial of credit. As a customer of Advantage FCU, I am deeply disappointed with this oversight and the adverse impact on my financial health. To resolve this issue, I request that Advantage FCU promptly take the following actions: Conduct a thorough and reasonable investigation into the disputed account details. Correct any inaccuracies found and update the information with all relevant credit reporting agencies. Provide written confirmation of the actions taken to address this issue. Ensure compliance with FCRA Section 623(a)(7) by providing the required notice of negative information disclosure to consumers.

  

  Business response

  07/09/2024

  While we regret that Mr. ***** is dissatisfied with what has occurred, this matter had been addressed with him internally multiple times, both directly and through disputes from the credit bureaus. In direct communication with Mr. *****, he did not initially dispute the accuracy of reporting.  He asked for changes to reporting as a courtesy, as we have verified that our credit reporting is accurate and in compliance with the Fair Credit Reporting Act and any other applicable regulations.   Mr. ***** did subsequently initiate formal disputes, where we again, have verified the accuracy of our reporting. Will not be changing credit reporting that is accurate. As such, we will be altering any of our credit reporting on Mr. *****’s auto loan.

  

  Business response

  07/12/2024

  Mr. ***** provided screenshots showing his account paid off and paid as agreed. 

  It is not clear what further resolution is needed or even possible.

   

  Customer response

  07/15/2024

  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. Advantage continues to show neglect incompetence and carelessness and not addressing my complaint. I made clear to advantage I'd like to see proof if they followed the FCRA guidelines. Which they have not shown they did, this furthermore proves they have violated FCRA. I am looking into seeing legation against advantage and possibly seeking damages this BBB complaint ill be looking to use in court if legation is pursued. Again i ask advantage to show proof that they followed the FCRA laws they have to follow if they cannot i ask them to remove this account from my credit reports immediately. Regards, ******* *****

• Initial Complaint

  11/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ON NOVEMBER 10,2023 I went to the ATM to withdraw money on my ****** card. The ATM never dispensed out the money. I looked into my ****** app and no money was in the account but the money never came out of the ATM I tried to withdraw the funds again and the balance said .00. I Went into the bank and told them what happened they said it was nothing they could do and to call the back of my card. I called the card and they said I had to do a dispute ****** never sent me the paperwork and I still have the receipt from the transaction.nothing been resolved and I couldn’t pay some of my bills this month.

  

  Business response

  12/14/2023

  We will work directly with the consumer to resolve the issue. 

   

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In March 2022, AFCU helped refund some overdraft fees as the result of an error on my account. Part of the fees were caused by their service team providing me with incorrect information; I greatly appreciated them working with me to resolve my concerns at that time. Now again in July 2022, another error was made on my account and I was charged another $36 overdraft fee. While I take accountability for what caused the error, I was again provided bad information by AFCU which could have prevented this from happening to me yet again. The last time I asked about an overdraft protection account, I was told there was still the same $36 fee that would be charged to dip into the overdraft account, therefore I of course decided not to open one as why would I? Come to find out the fee would actually only be $7 OR would be nothing at all as they do offer an overdraft line of credit for which there would be no fee. I am extremely disappointed as I would have opened this account last time this happened to protect myself had I not been given the misinformation I was. As a result, I feel that AFCU is responsible for reimbursing me this $36 fee again and I plan to open an overdraft account immediately which will prevent this issue from ever happening again.

  

  Business response

  08/31/2022

  We will review the account and contact the member directly to resolve any issues.  

  Customer response

  09/01/2022

  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

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In late February or early March I got a text message asking me to confirm some purchases . One of the purchase I did not do, which was a $200 ****** purchase. An ongoing investigation is pending for that right now. The young lady I’ve spoken with was going to mail out my card but us not being in town at the time I asked for it not to be mailed because I live in a very bad neighborhood. I was told when I get back to go into the branch and one will be given to me. On 04-04 my fiancé went into the branch to pick up a card and was told that he can’t get one because of the amount of disputes that’s on my account. Also the manager was very rude because when I called in I was given the same snobby attitude from him. Each dispute filed on my account I’ve proven. I have nothing to lie about. I’ve made purchases which I were not happy with, tried resolving the matter before reaching out to my bank. I thought that’s what disputes are for? Plz correct me if I’m wrong. Not one dispute I lied about, have not prove or have not gotten my money back for. If I purchase something and are not happy with, the person I’ve purchased from is not keeping up their end of the bargain why would I leave them with my money? I thought that’s what our bank are there for, to help in situations like this with dishonest consumers? Again I don’t feel like I did anything wrong more than made some wrong purchases with some dishonest companies. Each disputes I’ve send in emails to prove my case, so why am I being held responsible for that?

  Customer response

  04/06/2022

  Yes I’ll like a card for my account so I can have access to it! The reason my card was canceled had nothing to do with me. My card was fraudulently used and the money was reimbursed yesterday. Why am I being held responsible for that?? 

  

  Business response

  04/25/2022

  Letter is being sent to member today.  We attempted to contact the member by phone and email and have not had a response.  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I inherited a vehicle from my sister who passed away on June 4, 2021. She had received the vehicle from her husband who passed on June 15, 2020. Leaving behind two young men to deal with the estate. The loan with Advantage Federal Credit Union was in my sister's husband's name, ***** ********. Since my sister did not have a will the estate was caught up in probate until Fall 2021. I received the car as a gift in January 2022. I called Advantage letting them know I would pay for the vehicle, I just needed to know what to do. I needed to get a lot of repairs done of the car because it sat in the ********** driveway for a year while Evelyn was getting Chemotherapy. I didn't hear back from Advantage until about a week ago via a letter. The letter stated that I needed to send a death certificate to Advantage to transfer the payments. I am in the process of collecting the information. It was a very friendly letter expressing condolences. There was no notice of repossession. I talked with Advantage today, offering to pay the total amount due for the entire loan if they waived the repossession fee. I am confident that it was Advantage's mistake and miscommunication and I should not be responsible for the this fee. Advantage is not going to cover the fee. It was their mistake.

  Customer response

  03/07/2022

  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. 

  I filed a complaint against Advantage Federal Credit Union today but have since resolved the issue. I would like to rescind my complaint.

  
  
  Regards,
  
  **** ********
  
  
  
  
  

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to withdraw 400.00 from an ATM at Advantage FCU on Browncroft Blvd. in Penfield NY on 11/5/21 at approximately 9AM. I submitted my credentials and the machine began to function, it despensed my card and then the ATM malfunctioned and went to an "This ATM is out of Service" message on the main screen with no funds dispensed. I attempted to remedy the situation with the staff inside the branch and they were unsupportive even though I was a member at advantage with multiple accounts. They simply indicated they could do nothing and took zero steps to assist me in any way. I indicated I was a member of the FCU with multiple accounts. Even though it was their ATM that errored they refused to assist me whatsoever. I want the 400 dollar error resolved ASAP. I have now been forced to dispute the charge formally with the banking institution where the funds were attempted to be withdrawn from - even though I received zero dollars nor any receipt. THis puts me in a bit of a crunch with my monthly bills as the dispute process can take weeks.

  

  Business response

  11/15/2021

  
  Dear Mr. ****,
  I have received your complaint filed with the Better Business Bureau on November 5,2021. This
  complaint is in reference to a failed ATM transaction at the Advantage Federal Credit Union
  Branch on Browncroft Boulevard. In the complaint, you stated that you attempted to make an
  ATM withdrawal using a card from another financial institution, the transaction began processing
  after you entered your PIN, however it failed midway through the transaction and no funds were
  received. You then went into the branch and attempted to remedy the situation. You also
  stated that branch staff were unsupportive and would not assist you, even though you are a
  member of the credit union, and directed you to your other financial institution to file a dispute.
  I have spoken with the manager of the Penfield location, and reviewed the surveillance video.
  Upon discussion, the manager indicated that she, along with the assistant branch manager and
  a teller, spoke with you regarding this. She explained that there is a process that needs to be
  followed when there is an ATM misdispense, including filing dispute paperwork with the financial
  institution where the account was located. I was able to confirm that she did speak with you via
  the surveillance video.
  Unfortunately, when there is an ATM misdispense, dispute paperwork is required, for all
  individuals, including AFCU members. This paperwork must be filed with the institution that the
  account is located at, not the institution owning the ATM, and processed through the
  appropriate channels. Once we receive notification of the dispute, our investigation will begin
  and if appropriate, the funds will be sent back to your financial institution. While you are an
  Advantage member, you were using a non-Advantage card, we cannot verify what happened
  in your account at another institution. Therefore, these steps need to be followed and our
  branch staff provided you with accurate information.
  Should you have further questions, please do not hesitate to call me at ********** **.
  Sincerely,
  Diane M*****
  Vice President
  Marketing and Member Services
  
  

*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. ↩