Complaints

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

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  AmeriCU Credit Union

  231 Hill Rd Rome, NY 13441-4203

• 

  AmeriCU Credit Union

  1916 Black River Blvd N Rome, NY 13440-2430

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:08/12/2024

  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.

  On 5/7/24 I booked a trip on my credit card for 11,915.10 including Insurance. In june I had to cancel trip due to a health condition. My trip wa paid for on my credit on 5/28/24. A partial refund payment was sent to my Americu C.C. Co. of $6006.80.I asked for my refund money & the bank stated that they were applying it as a credit surplus to my card which I objected to because nothing was Due untill the 12 of August . They took the month of July & part of the month of August which was not Due until 12 of September & then they refunded me $3250.61 to my Savings Account.

  Business Response

  Date: 08/23/2024

  AmeriCU worked with our member in an attempt to satisfy his concerns regarding his credit card/savings account. We empathize with his situation but were unable to meet his full request.

• Initial Complaint

  Date:07/04/2024

  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 went to the Americu Credit Union ITM on 7/3/24 in Cicero, New York at 5:57PM. I put my $1200 into the machine. The machine began to process my money and then gave me an error code on screen and said something along the lines of " Contact customer service for a refund." And then printed out a receipt saying there was an error. The machine kept my cash and did not give credit to my account. My money is currently being held and they cannot do anything until Friday morning (7/5/24) at the earliest. And could possibly take up to 10 days according to customer service agent. It is July 4th week and need the money urgently. At this moment they will not even credit my account because they do not have qualified agents at the customer service center that are able to do so, according to the agent. Some type of compensation to my self and other victims for the negligence and improper maintenance on their machine. Americu Credit Union should be fined. In my opinion, all banks should either be able to provide services 24/7 that are able to credit accounts and/or send a field technician out to the customer so they are not suffering without their hard earned money, especially on federal holidays.

  Business Response

  Date: 07/08/2024

  We reached out to our member on the morning of 7/5/2024. The full amount of his deposit was credited to his account and a maintenance request was placed to ensure the proper functioning of the machine to ensure an error-free experience for our members.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, I am writing to express my profound dissatisfaction with the service I am receiving from your institution. Here is the background on the situation: Recently, my debit card was compromised, resulting in several fraudulent charges against my account. Upon discovering these unauthorized transactions, I immediately filed a grievance with your customer service department. Despite my swift action to report the fraud and seek resolution, I have been informed that I will not be able to use my debit card for the next three months. This extended period without access to my debit card is causing significant inconvenience and disruption to my daily financial activities. Moreover, I find it extremely unfair that I, the victim of fraud, am being penalized in this manner. It is concerning that the credit union's fraud detection system failed to catch these unauthorized charges in the first place. As a result, I am now facing undue hardship and inconvenience. I urge you to reconsider the restrictions placed on my account and to take measures to ensure that such situations are handled more effectively in the future. Your prompt attention to this matter would be greatly appreciated. Sincerely, ******* ****

  Business Response

  Date: 06/28/2024

  AmeriCU’s fraud prevention policies, which are applied equally to all our members, include restricting debit card use if there has been frequent instances of fraud claimed by a member. Due to a recent and significant increase in debit card fraud, it is more important than ever to continue to apply these policies to protect AmeriCU’s members. We attempted to work with our member in this case, including providing alternative types of options to use the account to pay for various items, and unfortunately our member was not interested in taking advantage of them.

• Initial Complaint

  Date:04/08/2024

  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 refinanced a loan for a 2022 ******* side by side. The first loan had my ex boyfriend on it and I was the primary. We split up so I refinanced it. I never got the machine back in my possession after I refinanced it. I ended up getting a lawyer because all paperwork was in my name. Now AmeriCUs legal department said they should of never refinanced the loan. They claim I'm paying on a loan that has no collateral. My loan papers have the machines VIN number, description and engine numbers on it. This is a contract that I signed with the bank no matter what. I was told by rep James S****** that if I let the payment beco.e late 30 days I can put in for a voluntary repossession. So I did and nothing happened. I think AmeriCU needs to make this right with me! I have no machine, AmeriCU is telling me I'm paying on nothing and I never signed off this loan so I consider this a contract that AmerCU is breaking! Thank you! I have a bunch of documents, emails etc if you need it

  Business Response

  Date: 04/11/2024

  This individual has an attorney assisting her with this matter, and for that reason AmeriCU’s ability to respond to this complaint is limited. However, AmeriCU maintains that it has worked within reason with this individual to explain her loan repayment options and attempt to find a mutually agreeable solution. AmeriCU’s legal department has never interacted with this individual or made the suggestions this person claims, and AmeriCU does not have the same understanding of the underlying facts as this individual has recounted.

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau: On 9/21/2022, I took out a loan at AmeriCU, in the amount of 25,095.00 for a 2022 ******* RZR Pro XP Sport.  ***** ******* was also on the loan as a Joint Owner.  I made bimonthly payments to this loan as the amount came out of my paychecks.  Original payments were 459.92 a month.On 09/23/2023, I went to AmeriCU and refinanced the loan because I split up with ***** ******* and we no longer had any contact with each other.  The loan amount at the time of refinance was 19,477.78.  I continued to make payments on a bimonthly schedule.I signed the loan papers with AmeriCU and on my loan papers was the 2022 ******* XP Pro Sport.  This to my knowledge was the collateral used to secure the loan.  I didn't have possession of the machine because ***** would not hand it over to spite the law being involved several times.  I spoke with James S******, about putting the machine in repossession so the bank could get control over the collateral.  James told me I would have to let the loan go 30 days pass due in order to do a Voluntary repossession.  I let the loan go 30 days pass due, James sent me the paperwork to sign and I sent it back to him.  At that point I have no idea what happened or where the communication was dropped.  I could not get an answer from anyone.  I reached out to ******* *******, James S******,  **** ********** Attorney ******* ********** with no response about where the case stood.At that point, I hired a lawyer.  From here, Mr. L********* told my lawyer that they made a mistake and should of never let me refinance that loan with ***** ******* signing off.  The lawyer fees I had to pay out of my pocket were 5,000 plus.  I feel if this is the banks fault, and nothing has been resolved to date, I should get at least my legal fees be reimbursed.  At this point, I still have no idea where I stand with the outcome of the loan.  I have had no resolution from AmeriCU as they say I have.  I have no idea what my options were or how I should rectify the loan.  This has impacted my credit score tremendously and not to mention the stress I've been dealing with personally.  I had great credit and I would also request the AmeriCU give me a letter to submit to the credit bureaus that I was directed to let my loan become delinquent.  If AmeriCU is stating they sent me any type of options I would like to see them in writing because as mentioned I have NO idea to this day what is going on with this loan, what my options are or even if I have any type of collateral on this loan.  And not to mention I still don't have custody of the machine.   Regards, ***** *******

  Business Response

  Date: 04/15/2024

  AmeriCU is sympathetic to our member's experience with the loan she agreed to pay, which we understand has been frustrating for her. Again, however, because this member is working with an attorney on this matter, AmeriCU must direct her back to her attorney for information regarding the current status of the matter, or past options that have been suggested to resolve it.

  Customer Answer

  Date: 04/16/2024

  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. I am writing to follow up on the ongoing issue regarding my loan with AmeriCU. Enclosed is the response from my legal representation, highlighting the lack of options provided by AmeriCU to rectify this matter. As noted by Ms. G*, the absence of constructive dialogue from AmeriCU necessitated the involvement of legal counsel from both parties, including ***** Simpson's attorney and my own. Despite these efforts, we have not achieved a satisfactory resolution to address the fundamental issues at hand. It has been indicated that AmeriCU should not have refinanced the loan solely in my name without ***** Simpson's consent. Furthermore, AmeriCU's assertion that the loan was unsecured and their subsequent inability to repossess the collateral due to their own oversight has compounded the challenges faced in resolving this matter. While I acknowledge my responsibility to make loan payments, I firmly believe that AmeriCU should take accountability for the distress and financial setbacks I have endured over the past year. I was provided misleading guidance by AmeriCU representatives, leading to a voluntary repossession that ultimately did not resolve the situation but resulted in a negative impact on my credit. The cumulative stress, financial strain, and lack of clarity in AmeriCU's actions have left me deeply dissatisfied. I am compelled to express my disappointment and dissatisfaction with AmeriCU's handling of this situation, and I am prepared to escalate this matter to higher authorities, including the Attorney General's office, if a satisfactory resolution is not reached promptly. I urge AmeriCU to take prompt and meaningful steps to rectify this situation and restore my trust in your institution. I believe that by addressing these issues responsibly, AmeriCU can mitigate the negative impact on its reputation and demonstrate a commitment to fair and ethical practices. Thank you for your attention to this matter. I look forward to your prompt response and a swift resolution. Regards, ***** *******

• Initial Complaint

  Date:03/14/2024

  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 applied for a loan got approved for the loan three weeks later I still have yet to receive the funds from the loan. I have called every day and get no where the call center gives me the run around and I asked to speak to mangers and they give me the run around has been telling me for weeks that my money will Be there and still nothing getting to the point where I am gonna be paying for a loan that I haven’t gotten

  Business Response

  Date: 03/26/2024

  We researched the transaction at issue and our records reflect a different understanding of what occurred than what this individual has reported. In particular, no transaction was completed. We have worked with this individual to explain what happened and his options to move forward.

• Initial Complaint

  Date:01/13/2024

  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.

  On or about December 19, 2023, we paid our Pool Loan in full. There was an overage that was put into our account. On or about December 19, 2023, we signed the papers to close the account and have the overage of approximately $800.00 remitted to us via paper check as per Americu Policy. As of 1/13/2024, the check has not been received. Even accounting for Holidays and possible disruption in postal service due to the Holidays, the check should have been received. On or about, January 4, 2024, a call was placed to Americu to request status. Americu advised to give it until January 12, 2024. Having not received the check by January 12, 2024, a call was placed on January 13, 2024, to have a stop payment placed and request a new check be issued and Americu overnight it. Americu has refused to overnight and would not advise as to when the new check would be issued and mailed. Contrary to the FDIC, Americu is holding funds that are not legally Americu's and not providing adequate customer service. In further support of this Complaint, the UCC Lien Release required for payoff of the Loan was recorded with the Clerk's office on January 10, 2024. Therefore, Americu has partially complied with regulations and exhibits knowledge of the requirements governing it. However, Americu fails to satisfactorily complete all required obligations.

  Business Response

  Date: 01/19/2024

  On January 16, 2024, the member was contacted and presented with the option to place a stop payment on the original mailed check and another one would be issued and overnighted to her. The member suggested the check may have arrived based on an alert she had received from her local post office and asked for one additional day to verify the receipt prior to taking any action. On the morning of January 17, 2024 the member contacted the Call Center Manager directly to confirm receipt of the original check and that no further action is needed. 

• Initial Complaint

  Date:01/11/2024

  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, ******* *******, am writing to you as I am marking this account as fraud. I did not authorize my name and identity that was illegally used for this account opened electronically by **** ****. You will see all purchases have been done by **** **** and no purchases with my name or addressed to myself. **** has stated (and to my attorney) that she has removed my name from this account. I had also called Americu at the end of October multiple times, to which all agents said I had no accounts under my name. This is incorrect as when my credit was pulled for a recent new purchase of a car- this loan has remained open and with name on it showing a joint account. I no longer have any connection with **** ****, as we sold out joint property to which she received $10,000. She has clearly failed to provide her updated information, so please find the following- Phone number- ###-###-#### Mailing/Residence address- ** ******* **** **** ************** ** ***** ********** ******** ** ******* ***** ***** ** *****  I have asked many time to move forward with this, since the above (over a month ago) to take my name off the account, including in writing on December 17th. Americu will not allow me to take my name off this account nor is making any attempt to contact me with any procedure to do such nor contact the primary account holder to do such.

  Business Response

  Date: 01/24/2024

  We have previously spoken to the member and provided him with next steps required for us to address his concerns. After the required documents are received and reviewed, we will investigate the claim and update the credit bureaus if warranted. 

• Initial Complaint

  Date:10/29/2023

  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.

  On thursday Oct. 26, 2023 I woke up and my truck was missing. called police said it was repoed. called credit union said I missed first payment with was less than 30 days and it was only $253.00. Never got a late notice, letter to cure debt, no letters what so ever from them. said I have to pay $1007. which is $500 in repo fees. Its bad when a credit union hurts for money over $253 dollars. They locked me out of my online account so I cant even see when payments are due or even pay them

  Business Response

  Date: 11/13/2023

  Our efforts and attempts to reach Mr. ********** have been unsuccessful. We will continue to try to reach out to Mr. ********** to work with him and address his concerns. 

• Initial Complaint

  Date:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a COVID forbearance on my mortgage with AmeriCU that extended through April 2023. COVID forebearance are protected by the CARES Act and should not be reported as delinquent on credit. For some reason, AmeriCU decided to report March and April as delinquent on my credit. I contacted AmeriCU in July and August 2023 regarding this and was told it would be corrected. It has yet to be corrected and am now in the process of buyin a new house. I called AmeriCU on 9/12/23 and was told I need to send an email to the research department (which I was never advised before). i send an email to research and have been calling and emailing everyday since for a resolution, I finally received an email on 9/20/23 from Henry Goers advising of the error by AmeriCU and that they have sent an update to the credit bereaus to be corrected within 30 days. I immediately sent an email back advising this is unacepptable and need an official letter from AmeriCU on letterhead advising of the error and correction so I can provoide to by new mortgage company. I have been calling and emailing again today with no resolution and am only provided with "we can't do that, we can't help, all we can do is file a research request for you." I have already lost out on one offer on a house and am about to lose out on another one unless I get this letter ASAP to provide to my new mortgage company. AmeriCU has already acknowledged the error, but I need something on their official letter head with this information. The amount of time, effort and energy I have spent on this is absolutely unacceptable for an organization of this size to 1, make this type of error and 2, have no accountability to correct this or provide me with a reasonable time frame to get this corrected. The sense of urgency with the employees of AmeriCU does not exist. This has caused nothing but pain and anguish for my wife and our family as we are relocating out of state and can not secure a new home without this letter.

  Business Response

  Date: 09/29/2023

  A credit correction has been sent to the credit bureau(s) on September 19, 2023, requesting to update reporting from November 2022 through April 2023 to current date. A letter was mailed to the member to inform them of the correction. The letter sent to the member should serve as confirmation of the submitted correction. We apologize for the inconvenience this may have caused. 

• Initial Complaint

  Date:09/05/2023

  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.

  On 9/2/2023. I submitted an online request to open a bank account at an americu in Watertown NY on Arsenal St. On 9/5/2023 I received a response Email saying I am not able to open an account with them and gave two numbers to call a 800 or 866 number and a local number beginning with 315. I called around 3:50 pm and was greeted with opposition from an operator who took down irrelevant information from me. I again explained that I received an email explaining that I had to call the credit union to find out why I could not open an account. The operator whom unprofessionally never gave her name was extremely rude condescending and projected overtones of racism and took an interrogators approach to the situation. From her mouth I was told I can not open an account because of some $66 obligation that I am totally un aware of...from the year 2005. I explained to her that I was in prison in the year 2005 and she projected that I was lying and I again told her I wanted to dispute it and she became even more combative and said oh well its too late I said so I'm not able to clear my name and she said again it's too late. While this was odd and peculiar to me she said that I previously stated I opened the account which was NOT TRUE! I said to her I did have an account some time in either 2010 or 2011 but never in 2005..I explained to her that there is a such thing as identity theft and she said well they used your name and social security number. I told her that very well maybe but I never opened an account in 2005 because I was in prison. I requested to speak to some one higher up that I may regain a sense of civility in the conversation and again I was met with resistance. I asked for a manager she would not give me her name just said Rebecca B...and at that point I told her I'll figure it out on my own tried to call corporate office in Rome but it was after 4pm. So I reached out to your agency as a conduit to professionally address the situation.

  Business Response

  Date: 09/18/2023

  We have reviewed this member's account documentation and concerns. A thorough review of the call with the member on 9/5/2023 was also conducted. Due to this complaint, we have reviewed our online application process and have made adjustments that will better suit our members. We have offered for him to continue his membership with AmeriCU Credit Union.