ComplaintsforThe Summit Federal Credit Union

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is about my-automobile loan with the summit f.c.u. Last month(may2024) I did not receive a bill. I noticed that and sent a payment may 11 for above the amount due on may 15. May 29 I received a bill for past due payment as they have not received payment for the month of may.After several phone calls they are not able to correct the issue. The last call they explained that they checked their records and they did send a bill on May 21. The payment was due on the 15th? Regardless I had sent a payment on the 11th to the correct address with account numbers and a letter explaining the bill that I never received. I pay extra on the principal balance every month. It seems when they notice that they are not making full interest amount on the loan, they suddenly neglect to send a bill or receive a payment. Therefore every thing extra that I’ve paid interest free has been lost. There electronic payment options are handled by a third party service with additional fees. It’s nearly impossible to speak to them on the phone and when I do they are no help even after telling me that their records show they sent the bill a week after the due date. They point the blame at me and the post office. It’s an intentional error on their behalf to insure that they are collecting full interest plus a $35 late fee.

  Business response

  06/17/2024

  Thank you for the opportunity to respond to the complaint filed by Mr. ***********. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ****** * ******** jr DOB ********* Herby am complaining because I have never received a 1099c cancellation of debt form to my address ** ******* ****** ********* New York 14609 from the creditor I need these form sent immediately as well as a cancellation of debt consent Statute of limitations for this debt has passed and it’s showing on my credit report as charge off which is a violation. I am asking that the creditor mails dismissal of the Debt and 1099c to my address immediately Ssn ***********  For the follow accounts Summit fcu accounts ******* (2 charge off accounts ) At *** ****** ** ********* ** ***** *

  Business response

  03/27/2024

  Thank you for the opportunity to respond to the complaint filed by Mr. ********. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been banking with summit federal credit union for at least 10 years. I am a teacher so it’s no secret that we are over worked under paid and have no income in the summer. The summer of 2022 I was in a serious car accident with a tracker trailer and had my last surgery on Aug 7th 2023. When I spoke to Summit in sept I let them know I needed time to catch up. I peeled at the time 130 I believe so I made a 100 payment and I was 30 behind so in Oct 1st my bill was so for 80+30 which is 110 my acct was closed on the 17 so my question is did they close my acct over 30 dollars after I have had this acct for 10 years. Yes I’m leaving this bank as soon as I clear this up

  Business response

  10/24/2023

  Thank you for the opportunity to respond to the complaint filed by Mr. ****. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  THIS COMPLAINT IS IN REGARDS TO THEIR ONLINE PLATFORM TO MAKE CAR PAYMENTS. THIS IS THE 5TH MONTH WE HAVE RECIEVED AN ERROR CODE THAT PREVENTS US FROM MAKING OUR CAR PAYMENT ONLINE . WHEN WE CALL INTO THEIR OFFICES THEY CHARGE $10.00 TO MAKE THE PAYMENT AND TELL US THEY KNOW ABOUT THE PROBLEM AND ARE WORKING TO RESOLVE THE ISSUE. LIKE I HAVE SAID PREVIOUSLY , THIS IS THE 5TH MONTH WE HAVE HAD TO CALL IN DUE TO COMPANY ERROR AT $10.00 EACH MONTH ITS STARTING TO ADD UP AND LOOKS AS THOUGH THEY ARE NOT WORKING AT RESOLVING THE KNOWN ISSUE. I BELIVE THIS CREDIT UNION IS USING THE WEBSITE TO FORCE PEOPLE TO CALL IN AND CHARGE THEM THE EXTRA $10.00 FEE EACH TIME. THIS IS HORRIBLE BUISNESS PRACTICE. IF YOUR WEBSITE IS DOWN , YOU SHOULDNT BE CHARGING TO MAKE PAYMENTS. ITS BAD BUISNESS. EITHER FIX THE ISSUE OR REMOVE THE FEES. YOU CANT MAKE IT ONLY ONE WAY TO PAY A BILL AND CHARGE $10.00 EACH TIME TO DO IT . YOU WILL LOSE OUR BUISNESS IF THIS IS NOT RESOLVED.

  Business response

  06/05/2023

  Thank you for the opportunity to respond to the complaint filed by Ms. *****. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This whole fiasco initially started with a $10.79 GrubHub membership dispute transaction that led to my debit card being cancelled and 5 credit refunds simultaneously being rejected by my bank. A bank that I have been with for over 20 some odd years. While being talked to rudely over the phone by a customer service rep & being treated like a criminal for my inquiry of their mistakes of not processing my refund. I couldn't even get a courtesy refund for what was owed- less $100 while they investigate. Told it could take up to 60 days. After getting a new card I was assured that any credit transactions would be allowed to come through because the bank would see it as a credit. After the last one by my insurance company who showed me the proof of the rejection with the card being listed as lost or stolen. Why is it being reported that way when they knew it wasn't lost or stolen, . Then turn around and charge me a $29 insufficient funds fee that wouldn't have incurred had my credits been applied when they were presented. Then to have a representative call me after a report was filled out, proof given in office just to ask me the specific individual items I had returned. When I already showed emails and the merchants credit proof & UPS return receipts. So this comes down to (specifically) what I bought & returned? And but what you refused to credit me back! Now they want to take 60 days to investigate all their rejections of my money, in which they can clearly see each one of those 6 transactions and the merchants trying to give me my money back each time. While they then denied 5 credit transactions when they said it wouldn't be a problem to credit the card in the first place.I even I let it be known that credits were coming through and I was assured that it wouldn't be a issue since they can see it as a refund credit & not a charge. Imagine your bank refusing to accept your own money back into your account. Ridiculous!

  Business response

  05/04/2023

  Thank you for the opportunity to respond to the complaint filed by Ms. ******. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

  Business response

  05/30/2023

  The Branch Manager at Ms. ******'s local branch has made numerous attempts to contact her via phone, but the calls have gone unanswered and there is no option to leave a voicemail. The Branch Manager has also attempted to contact Ms. ****** via email. We look forward to being able to resolve this complaint with Ms. ****** as soon as possible. 

  Customer response

  06/01/2023

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  First I must say that if your contacting someone you should leave a message to say who is calling. I wasn't even aware who was reaching out to me until I received the e mail last week Thursday from the branch manager, to which I responded to and showed I would call him on Tuesday. Additionally at no time was anyone unable to leave me a voicemail message, they just choose not to do so.

  I've spoken to the branch manager yesterday and I was advised that I would hear back from him by Friday 6/2. I also let him know that the proposed solution for me to contact Amazon again was not going to happen at it's Summit's responsibility to fix this because Amazon did their job in attempting to refund my money in April. He was also made aware that this situation of having my card earmarked as lost/stolen has caused a separate issue with my insurance company as well because they couldn't process my refund to my card as well. All of these attempts are listed in my account after i was assured multiple times that refunds would be allowed to go through, as I was already anticipating these beforehand.
  

  I have been to the branch 3 times and asked to see a supervisor or the branch manager on my last visit. I was given the run around and was also denied a courtesy refund while the investigation of their refused refund transactions continues. I look forward to having those Amazon transactions reversed back into my account ASAP as I'm still working on my refund with my insurance company directly.
  

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

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello my summit **** credit card was compromised recently and I got a new one in the mail today. I called the number on the card to activate it from the number summit has on file for my card, my phone. My only phone number. The number to activate it is ###-###-####. It asked me to enter my card number which I did. I was then transferred to a “representative” they reported their name was “Justine, employee number ****” Justine apologized for the inconvenience then stated I need to call the number on the card. I told Justine that is what I just did. I was told I need to call the number to activate it after Justine also asked me for my card number and full name. I gave Justine my information just for them to say they can’t help. I called the number again per Justine which I initially had done to begin with and was transferred to this person. I was transferred AGAIN to customer service to speak with someone and since I was just told it has to be done on the automated line I hung up and attempted again. I entered my numbers slowly this time. The automated line told me I exceeded the number of attempts to activate my card. *****

  Business response

  03/01/2023

  Thank you for the opportunity to respond to the complaint filed by Ms. *****. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ********** ** ******) went to a Summit FCU branch to close my Mom's account (******** **** ********) after she passed away. They told me that because there was no estate and no attorney involved, I would have to wait one month from the date she passed to close the account and get her money from the account. They copied her death certificate and her Last Will and Testament, which states I am the executrix. I also signed a SCPA 1310. When I returned one month later to the Perinton branch to close the account, Greg D***** (branch manager), was extremely rude and said that they could not close the account and that I would have to go to Monroe County Surrogates court to file for "voluntary administrator". I called the Surrogates Court. There are just too many hoops to jump through to get this done. I do not live in Monroe County and I do not understand why they changed the requirements. This is not a large account. I believe there is less than $900.00 in her account. My mom had no estate. I am trying to pay her funeral expenses. I closed her other bank accounts without issue. Why am I having such difficulty with Summit? I have already made two trips to Rochester to get this taken care of.

  Business response

  02/22/2023

  Thank you for the opportunity to respond to the complaint filed by Ms. ******. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a summit fcu member for a decade now ( numerous car loans/house refinance) but the branch on pittsford palmyra rd refused to allow me to deposit 90k into my savings from my house sale. This occurred at 2pm on 12/21/22. It seemed the manager and receptionist were purposely being biased/prejudiced towards me for no apparent reason. I had my license and followed all protocols. I subsequently drove 1 minute away and deposited my 90k checks into my savings at ******* with zero issues.

  Business response

  12/23/2022

  Thank you for the opportunity to respond to the complaint filed by Mr. *******. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I would like to start this statement by saying...I choose who I bank with. If I could afford to leave this bank I absolutely would. I joined this bank because they wanted to see members grow, marriages thrive, and create endless options to financially be on your side and if they couldn't, they would guide you to the way to get there. This all changed around 2020- when the COVID-19 disaster occurred. The promise of "hardship waivers" and/or "contact us today to see how we can help" was all misleading and denied in my circumstances as a member. I wasn't even able to reach live agents to ask for help, wasn't able to schedule appointments due to online maintenance every weekday, and social distancing made it impossible to go into branch. This was scary as a member and a person in the restaurant industry suffering horribly. The end result? Nothing. This bank refused to help in ANY way, whether it was payment assistance for our small loan we had paid 75% off and our credit scores were 750+ (my husband and I) also refused to honor our debit card rewards, enrolled us in courtesy pay without our consent, and forced hundreds of dollars for fees to be paid. I could write a novel but I wont. Here is where I stand with SFCU today. I have been charged over $378 this year in fees that more than once were confirmed a "clock error routing issue" by customer service, but no refunds or company responsibility was taken to refund me for charging me against my own money. My list goes on- I will leave this bank, the moment I can afford to close this credit card fully I would happily take my business and personal growth elsewhere.

  Business response

  12/13/2022

  Thank you for the opportunity to respond to the complaint filed by Ms. ********. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Auto loan Not deferring payments during Covid Not sending letters in mail with intent Charging fees throughout Covid Misinformation about the loan Having us make payments to overdraft our account

  Business response

  12/13/2022

  Thank you for the opportunity to respond to the complaint filed by Ms. *******. We will be responding to the member directly regarding this complaint. The Summit Federal Credit Union is committed to providing quality service, and every member complaint is taken seriously. The Summit will work to resolve any concerns that are raised, and I appreciate you giving us the opportunity to review this inquiry directly with the member. 

*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. ↩