Business Profile

Credit Union

General Electric Credit Union

Complaints

This profile includes complaints for General Electric Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

53 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/07/2025
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.
My car a **** ***** **** was repoed from where my daughter works at ******* ***** ******* *** *****. For what I'm not sure since we have been making payments every single month. There is car insurance on the car ****** ****.
Business Response
Date: 04/22/2025
4.11.2025

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ****** ***** regarding the
recent repossession of her **** ********* **** and her request for the vehicle’s return with no further
loan payments being required.

Following a thorough review of the account, GECU confirms that the **** ********* **** was
repossessed on 4.07.2025. The loan was past due for the 1.19.2025 payment, and proof of insurance
had not been provided. To protect the collateral, Collateral Protection Insurance (CPI) was applied to the
loan on 11.19.2024, after numerous attempts to contact *** ***** via email, phone, text, and mail,
dating back to 8.30.2024. We have attached copies of the CPI notification letters sent on 9.17.2024.
10.08.2024 and 10.22.2024. GECU’s Collections Department called and left multiple voicemails on
4.07.2025 hoping to connect and discuss.

The addition of CPI increased the monthly payment from $526.11 to $940.30 as of the 12.19.2024
payment due date. Unfortunately, neither proof of insurance nor payments for the adjusted amount
were received. GECU received $530 on 1.22.2025 paying part of the required $940.30 for the 12.19.2024
payment. GECU received $530 on 3.10.2025 paying remainder of the 12.19.2025 payment with
remaining going towards the 1.19.2025 payment but not satisfying it in full. GECU received $530 on
4.01.2025 paying another portion of the 1.19.2025 payment. Amount to bring current as of 4.10.2025 is
$2,291.20.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,
Lauren D*****
Vice President of Virtual Branch
###-###-####
******************************
Initial Complaint
Date:03/03/2025
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.
Terrible customer service for one. The phone system is horrible. Can't get a direct branch unless you have a direct phone line number and if so they don't return calls. Unfortunately I have an account here but as soon as I can take care of debt with credit card I will be closing my account for sure. Went to a branch to meet my soon to be ex wife and get out into her name and refiour credit cards and get out of each others names. Well I thought everything was a done deal and over with but I've received a bill of my soon to be ex wife's credit card with my name still on it . So that threw up a red flag for me, so I called and was assured that my name was off of it and I had no affiliation with the card any longer. Well guess what I get another piece of mail with both our names on it again and it's stating o have a late payment. Well I know I've made my payments not sure about my wife's and I want my name and no affiliation with her card and no responsibility for her card and debt. Was told I didn't but here I am on hold for over an hour now and nobody as usual. When I do get someone on phone they'll probably want to transfer me and then nobody ever has an answer. It's a terrible system. Not only this matter but there's also the matter about the car and the title. Get a call about it so I return call 4 days and leave message and no response. I had to get lucky on the phone system and leave a sarcastic message to get a call back. The lady though that time was great. Wish they all was like that. Funny when GE credit union wants you to sign on the line they're quick to the draw but anything else is horrible. Very disappointed!!! I can go on and on but I'll leave it at that for now. Hopefully something gets fixed with all this and with my situation.
Business Response
Date: 03/11/2025
3.12.2025
Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202
Re: Response for Complaint ID ********
General Electric Credit Union (GECU) has received the initial complaint from *** ******* outlining errors that occurred during the process of refinancing his GECU credit cards. *** ******* is requesting contact from GECU as a resolution.
After thoroughly reviewing *** ********* account and the mentioned scenario, GECU contacted *** ******* on 3/6/2025 to discuss his concerns in detail. During the conversation, GECU confirmed that the joint credit cards in question were closed, and the requested transfers were successfully completed.
Card ending #****, sole owner **** ******* - Opened 12.31.2024 with monthly cycles ending on the 20th of each month
Card ending #****, jointly owned - Closed on 12.31.24 with the balance being transferred to card ending #****. You will no longer receive monthly statements.
Card ending #****, jointly owned - Closed on 12.31.2024 with the balance being transferred to card ending #****. You will no longer receive monthly statements.
Regarding the phone system concerns, GECU assured *** ******* that we take his feedback seriously. His experience on both the credit card process and the phone system will be reviewed by our leadership team.
At this time, we have addressed our members' complaint, and consider this matter closed.
Sincerely,

Lauren D*****
Vice President, Virtual Branch
###-###-####
*******************************
Initial Complaint
Date:02/19/2025
Type:Service or Repair 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 totaled my car and GECU is the lien holder. Myself and my insurance company have been trying to get a hold of them since Monday 2/17/25. I spoke with someone who said the insurance never called. I know they did I was on the phone with them. I have tried to call back since I spoke with the representative and I have not been able to get through to any one. I spend HOURS on hold per day and receive no calls back. I need to get this taken care of as I am without a vehicle and have no other means of transportation!!!
Business Response
Date: 02/24/2025

2.24.2025

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from **** ******* regarding
having difficulty reaching GECU to discuss a recent total loss accident. The member is requesting a call
from GECU.

After research, we have confirmed that *** ******* spoke with a GECU Total Loss team member on
2.18.2025. In response to the desired resolution as requested in this complaint, a member of our Total
Loss leadership team contacted *** ******* on 2.20.2025 to discuss next steps and provide direct
contact information. Below is the GECU Total Loss website link which will provide additional
information. In addition, *** ******* can directly contact our Total Loss Department at ###-###-####
or ***************************.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,

Lauren D*****
Vice President, Virtual Branch
###-###-####
*******************************

Customer Answer
Date: 02/25/2025
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
Date:02/14/2025
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.
This bank took my car payment out twice then told me they couldn't do anything about it after it's been processed. Left me short on money and owing people money and they could careless that they just robbed me!!! Told me to file a dispute with my personal bank. Now I'm refinancing due to terrible customer service and getting the hell away from GECU. I'm won't call them cause they want to charge a fee for selecting to talk to a representative. Charging for terrible customer service! So I went to the bank in union ky to get an email of my 10 day payoff letter. This is what I asked for. An EMAIL. My licenses was copied and I I was handed a physical piece of paper and was told she would send me the email after helping the next customer. Excuses me?! OK. So I went to my car where I waited for this email that never came. I waited for about 20 mins. Finally I walked back in to figure out what the hold up was with my email and why i havent recieved it yet. The gentleman at the door said I'm not sure but let me know when you get it. So I waited another 5mins then asked him again what was the hold up. He asked what email I was waiting for. I explained again I was waiting for an email of my payoff letter. He then went to the lady and asked about it. Once he returned he said oh she went to lunch but said she sent it 5mins after I left. This has got to be the worse customer service I've expirenced in a long time and on 2 separate occasions in less than a week from each other.
Business Response
Date: 02/20/2025

2.21.2025

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ****** ******** speaking of
two payments processed on his vehicle loan, a fee for talking to a representative, and a request for a 10-
day payoff letter. The member’s desired resolution is no further contact by GECU.

On 2.11.2025, *** ******** contacted GECU to pay his loan by phone. He stated there were not
sufficient funds in the account on 2.10.2025 for his scheduled auto-payment; therefore, he requested to
make the payment over the phone at that time. The external financial institution continued attempting
to withdraw the funds for his scheduled auto-payment which led to two payments authorized by Mr.
********: one payment by phone with a GECU representative on 2.11.2025 and one via the scheduled
auto-payment. On 2.12.2025, *** ******** contacted GECU, and it was confirmed that because Mr.
******** authorized both payments, the dispute should be entered with his external financial institution.
Relative to the fee mentioned by *** ********, this is a loan payment transaction fee that would apply if
*** ******** chose to complete a payment over the phone in the future. Relative to the loan payoff, it
has been confirmed that this was emailed to *** ******** on the day of the request. A new 10-day
payoff letter is also attached to this response.

*** ******** has requested no further contact from GECU. *** ******** will continue to receive
statements for accounts actively open with GECU, however, it has been noted on his account to stop
future communication. In the future, if *** ******** needs assistance or has additional questions, he will
need to initiate contact.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,

Lauren D*****
Vice President of Business Development
###-###-####
*******************************

Customer Answer
Date: 02/23/2025
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
Date:01/03/2025
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.
I have authorized a single payment on the account for my auto loan. GECU has taken double that and won’t return or cancel the transaction. Even being advised by my bank they have to be the one to cancel the transaction as they have been the one to request it. GECU would not cancel the transaction even though they are the ones who made the error. Their representative also hung up on me and refused to get a supervisor insinuating this was my error. They have caused my account to go into the negative and did nothing to rectify. The payment was not late and now has paid my loan two months in advance.
Business Response
Date: 01/09/2025
1.9.2025

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ******* **************
regarding a loan payment concern. *** ************** states that a double payment occurred, when a
single payment was authorized. She also states that she was unable to speak with a supervisor. ***
************** is requesting a billing adjustment.

After thorough research, GECU found that on 1.3.2025, *** ************** contacted GECU to address
her December loan payment. During this interaction, *** ************** requested to speak with a
supervisor. The supervisor was assisting another member and was unable to speak with her
immediately. The supervisor contacted *** ************** to discuss the payment on 1.4.2025.

During this follow-up interaction, *** ************** informed GECU that she had already contacted
her financial institution to initiate a payment reversal. GECU agreed to monitor her account in
anticipation of the reversal that was initiated with the other financial institution. At this time, GECU can
confirm that the requested reversal was processed on 1.8.2025. As of the date of this letter, ***
************** has a payment that is due on 12.30.2024.

Sincerely,

Lauren D*****
Vice President of Business Development
Customer Answer
Date: 01/09/2025
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
Date:12/16/2024
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.
Recently, GE has been charging me overdraft fees despite my account showing sufficient funds. The overdraft fees were applied after the charges cleared, which is when my account became overdrawn. However, I was recently hit with two overdraft fees on the same day my paycheck was posted to the account showing that I had sufficient funds in my account. Additionally, I completed GE's overdraft form, specifically opting out of having the bank cover any transactions that would result in insufficient funds. However, it seems this option is being ignored. The bank continues to approve transactions even when my balance does not have en***h to cover the transaction which causes my account to have insufficient funds and overdraft fees are applied. This has happened twice: the first time, the bank reversed the fee, but the second time they refused to refund the overdraft charges. The first time I didn't understand however the rep was r***ly nice and reversed the fees but after looking into my account deeper, this is not a me problem it is their system. The only thing I want is the two overdraft fee refunded to me in the amount of $62.00.
Business Response
Date: 12/18/2024

12.18.2024

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ******* ********. Ms.
******** is requesting reimbursement of two overdraft fees.

After a thor***h review of the account, GECU can confirm that Ms. ******** was enrolled in GECU's
standard overdraft plan, which allows external withdrawals and automatic payments to be processed.
On 1.27.2024, Ms. ******** requested that GECU not authorize and pay overdrafts on ATM and
everyday debit card transactions, however, external withdrawals and automatic payments would still be
processed under this program. The transactions in question that allowed the overdraft on 12.11.2024
were external withdrawals processed under the standard overdraft plan. As a result, the transactions
were completed, and the corresponding overdraft fees were applied.

As a courtesy to Ms. ********, GECU will refund the two requested fees. As of the date of this letter,
Ms. ******** has no active accounts with GECU, therefore, a check will be mailed to the address we
currently have on file.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,
L***** D*****

L***** D*****
Vice President of Business Development
************
*******************************

******* ******** Response1
Final Audit Report 2024-12-18

Created: 2024-12-18

By: D*** D*** (***************************)

Status: Signed

Transaction ID: CBJCHBCAABAASWMcYO39M4mTkCxFmkZZWlEJbqJ7sXtY

"******* ******** Response1" History

Document created by D*** D*** (***************************)
2024-12-18 - 4:17:50 PM GMT

Document emailed to ******************************* for signature
2024-12-18 - 4:17:54 PM GMT

Email viewed by *******************************
2024-12-18 - 5:02:41 PM GMT

Signer ******************************* entered name at signing as L***** D*****
2024-12-18 - 5:03:39 PM GMT

Document e-signed by L***** D***** (*******************************)
Signature Date: 2024-12-18 - 5:03:41 PM GMT - Time Source: server

Agreement completed.
2024-12-18 - 5:03:41 PM GMT
Initial Complaint
Date:12/06/2024
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 am sending this complaint because this Credit Union has officially messed up my funds. I deposited $350+ into my savings account, which was more than enough to cover all my bills. I transferred the exact amount of money needed for each bill/payment from my savings into my checking account. However, as I was paying my bills, something called "roll-up" occurred, which means that funds were taken from the money I transferred into my checking account and rolled back into my savings account. For example, if I transferred $100 to cover a $100 bill, they took some of that $100 and rolled it back into my savings, which caused me to overdraft. I had already opted out of overdraft protection, so I should never have been charged a $32 fee. When I spoke with someone on the phone (a recorded conversation), I was told that if I didn’t have enough funds, they would still pay the bill regardless. However, that is not true. I am now being told that the payee never received their money, and I am being charged $32 for an overdraft fee, which I had opted out of with the credit union. Additionally, I am being charged a return check fee because the payee never received their payment. Additionally, I was originally told when I opened my accounts that I opted out of overdraft protection, but someone at the branch manually added it to my account. It has been a nightmare dealing with this bank, and all I want is to use my account to pay my bills and move on with my day, but that has not been possible. I asked for confirmation that both overdraft protection and roll-up were removed from my account. I want to be sure overdraft protection is disabled, as I do not want it. I also want proof that roll-up is no longer enabled. I have not received documentation stating that I requested roll-up. Again I request a refund of the $32 fee and documentation confirming that both overdraft protection and roll-up are fully removed. It can be emailed or typed up by an official—I just need it in writing
Business Response
Date: 12/10/2024
General Electric Credit Union
12.10.2024
Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202
Re: Response for Complaint ID ********
To Whom It May Concern:
General Electric Credit Union (GECU) has received the initial complaint from ******* ***** regarding overdraft protection concerns. *** ***** is requesting a fee adjustment in the amount of $32.00.
After research, it has been determined that *** ***** opened a Simply Free Checking account and a Thrive Money Market account on 9.18.2023.
At the time of account opening, Debit Card Round-Up was established from the Simply Free account to the Thrive account. This is a program where debit card purchases are rounded up to the next whole dollar, and the difference is automatically transferred from a checking account into a savings account. *** ***** requested GECU delete Debit Card Round-Up on 12.2.2024. GECU has confirmed that Round-Up is no longer active on *** *****'s checking account.
In addition, at the time of account opening, *** ***** elected the following overdraft option: "I do not want GECU to authorize and pay overdrafts on my ATM and everyday debit card transactions." With this option, a $32.00 Insufficient Funds Returned fee will be processed per item presented if there is not enough money in the account to cover the item and the item is returned.
Relative to the requested refund, fee refunds in the amount of $32.00 each were processed on 4.17.2024, 10.16.2024, and 12.9.2024. A total of three Insufficient Funds fees have been refunded which is the maximum amount that can be refunded in a 12-month period; no additional fees can be refunded at this time. GECU can confirm that Debit Card Round-Up is not currently active on *** *****'s account. GECU can also confirm that *** ***** is opted out of the Courtesy Overdraft program, however, *** ***** still may see $32.00 Insufficient Funds Returned charges.
GECU recommends *** ***** visit **************************************************************** ********* in order to review available overdraft options. If *** ***** has any additional questions, she should contact GECU directly at ###-###-####.
At this time, we have addressed our members' complaint, and consider this matter closed.
Sincerely,

Lauren D*****
Vice President of Business Development
###-###-####
*******************************
###-###-#### | ###-###-####
gecreditunion.org
10485 Reading Rd., Cincinnati, OH 45241
Initial Complaint
Date:12/05/2024
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.
I owed General Electric a balance of $775 due to a repossession. That amount was sent to a collection agency based in Hamilton ohio. I paid them over $1400 to close accout out with a zero balance. General Electric has refused to update my credit report as zero balance they are reporting as a closed account with $68 balance which is utterly incorrect. Ive been speaking with a D****** and S**** her manager at GECU and her claims are she has not received payment in full when I have proof and an email from the collection agency stating that ! As recently as 12-2-25 I spoke to S**** and was told they had received the payment and I would be able to get a paid in full letter that was a lie also they are now not answering/returning my calls. I am attempting to buy a new home and this is holding up the process and I believe itis being done purposely
Business Response
Date: 12/09/2024
12.9.2024

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ******* ******** regarding
a balance of $775.00 due to a repossession. Ms. ******** states this was paid; however, a $68.00
balance is still shown on her credit report. Ms. ******** is requesting a correction.

After investigating the matter with the GECU Collections team, we can confirm the following:

• On 12.3.2024, the remaining balance of $68.13 was processed, reducing the account balance to
$0.00.
• On 12.4.2024, GECU updated the account status and balance internally; this updated status will
be reported to the credit bureau.
• On 12.6.2024, a confirmation email that the chargeoff was paid in full was sent to Ms.
********’s confirmed email address; the email is attached.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,

N******* M*****
Chief Delivery Officer
************
****************************g
Customer Answer
Date: 12/09/2024
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
Date:12/03/2024
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.
GE Credit Union has added $4570.00 in Forced Insurance to my policy and has added it to my auto loan balance and is charging me interest on it. When I purchased my vehicle proof of insurance was provided to them along with my loan documents. I was unable to purchase the vehicle without submitting all of my insurance information. My agent has called and verified my insurance, GE has said they have it and the money is still pending on my account and I continue to be charged interest. This seems like a very predatory practice. When speaking to customer service about this the agent was aggressive with me and hung up on me.
Business Response
Date: 12/09/2024
12.6.2024
Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202
Re: Response for Complaint ID ********
To Whom It May Concern:
General Electric Credit Union (GECU) has received the initial complaint from ******* **** regarding the Collateral Protection Insurance (CPI) placed on her new loan for a 2025 Chevrolet Trax in the amount of $4,570.00. *** **** stated she provided proof of insurance to the dealership and that her agent has called to verify her insurance.
After research, it has been determined that GECU received *** ****** loan paperwork, however, the required proof of insurance was not included. Per GECU's loan agreement, evidence of acceptable insurance coverage is required. When no insurance documentation was received, GECU began outreach efforts to *** **** via the following methods:
• Text message on 8.20.2024
• Mailed letters on 9.24.2024, 10.15.2024, and 10.29.2024
Due to the absence of the required documentation, a CPI premium was added to the loan on 11.26.2024 in the amount of $4,579.00. On 12.03.2024, *** **** contacted GECU to discuss this premium. At that time, GECU team members confirmed that the required proof of insurance had not yet been received and explained that the CPI charge would be refunded in full upon receipt of valid proof of insurance. Subsequently, *** ****** insurance provider submitted the required policy documentation, which confirmed coverage for the 2025 Chevrolet Trax. As of 12.05.2024, GECU's insurance provider has reviewed and confirmed the documentation. The CPI charge, including any accrued interest on the CPI premium, is currently in the process of being fully refunded.
At this time, we have addressed our members' complaint, and consider this matter closed.
Sincerely,

Nicholas M*****
Chief Delivery Officer
###-###-####
*****************************
###-###-#### | ###-###-####
Initial Complaint
Date:08/24/2024
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.
On November 8th, 2022, I reached out to ask about the Overdraft Protection options so that I could hopefully avoid overdraft fees (see Chat Transcript 1). After looking into my options, I decided to 1) set up my checking account to pull from savings if I overdrew, and 2) set up low balance alerts to notify me if my balance fell below $100. I attempted to set up alerts, but the GECU website was having issues accepting my request (see Chat Transcript 2). Eventually, however, I was able to set up the low balance alerts via the website, and confirmed that both text and email alerts were enabled. For Overdraft Protection, I was told that I would need to have GECU enable that for me - so I swung by the ********** branch shortly after and spoke to an agent who told me that they would enable it. Fast forward to April 2024, and I am surprised to open my GECU app and see a negative account balance - with ten overdraft fees totaling $320. Not only were the funds not pulled from my savings account (as they were supposed to be) - but I also never received any text or email alerts whatsoever. I now believe that, when the website was having issues accepting my changes (as is documented in Chat Transcript 2), the alerts never actually turned on in the system. A couple weeks later, on May 11th, I again visited the ********** branch and spoke to a very nice lady (I believe her name was Kelly or Katie), explaining the situation. She acknowledged that it wasn't set up correctly, and told me that she would 1) set it up to pull from savings, and 2) submit a request for the fees to be waived. She sounded confident that they could be waived, but said that it would take a few days to hear back. I never received any follow-up. So again, on July 2nd, I visited the same branch and spoke to Christopher, who said that he would look into it and give me a call on July 5th with an update. Once again, I never heard back. I am requesting that this be looked into and the fees refunded. Thank you.
Business Response
Date: 08/31/2024
8.30.2024

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Re: Response for Complaint ID ********

To Whom It May Concern:

General Electric Credit Union (GECU) has received the initial complaint from ******* *******. ***
******* states that he contacted GECU in November 2022 to request information on overdraft
protection options and low balance account alerts. *** ******* states that at that time an agent
enabled overdraft transfers from his savings account. In April and May 2024, *** ******* received ten
fees totaling $320.00 because the transfer from his savings account to this checking account did not
occur. *** ******* then visited a branch location to correct the issue. He states he was supposed to
receive a call from management; however, he never received a follow-up call. *** ******* is requesting
a fee refund.

On 8.27.2024, a Branch Manager spoke to *** ******* and discussed the specifics of this complaint. The
Branch Manager verified that overdraft transfers were not set up as intended in 2022. It was verified
that the overdraft transfer was correctly set up on 5.11.2024. As requested, GECU has refunded $320.00
to *** ********* account.

At this time, we have addressed our members’ complaint, and consider this matter closed.

Sincerely,

Nicholas M*****
Chief Delivery Officer
###-###-####
*****************************
Customer Answer
Date: 09/04/2024
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,

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

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