ComplaintsforCinfed Federal Credit Union

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a financial aid disbursement check from my school *** in the amount of $16, 291. The difference from $28K(round off) and my tuition was $10529. The check was overnighted via ***** due to being 3.5 months late to receive. i went to Cinfed in which I have an account with to cash the check. I was 1hr 45 minutes trying to verify the check. One of the tellers stated that they thought the check was fraudulent. I gave Mr. B**** copies of the invoice from my school, 5 copies of my MPN for my **** **** loans, the number to the Financial Aid department supervisor Student Services Coordinator Supervisor Student Services Coordinator D the check stipend verification number, the school accounting services number and even called the bank in which the check was written on. he stated they googled all the numbers and they came back as medical professional services numbers. I googled all the numbers given tome and I was able to call and speak to someone each time. I was told by Mr. B**** they called each number and each person and wasnt able to contact anyone. I even called my Student service coordinator, the check stipend verification line and ******** **** ** ******* all in front of him and had someone on the phone and his coworker in the office next to him rudely yelled out, "we have to call the numbers we find ourselves!" He was working with someone I assumed was his manager and she stated none of the numbers were working either and the check could not be verified even though it was printed on a check from the ******** **** ** ******* with a watermark. I have been a customer with Cinfed since 2008. I have had at least over 35 disbursement school checks sine 2008. I have several degrees and 2 doctoral degrees and never had a problem with either cashing or receiving my student disbursements until today! I felt misjudged and labeled due to the size of the disbursement even with the verification from my school. I was definitely mistreated at the roselawn branch today.

  Business response

  08/19/2024

  Cinfed Credit Union has spoken to the member and has addressed her concerns regarding her experience with a tuition check at a Cinfed location.  Cinfed has provided a resolution as sought by the member and considers the matter to be closed. 

  Business response

  08/19/2024

  Cinfed Credit Union has spoken to the member and has addressed her concerns regarding her experience with a tuition check at a Cinfed location.  Cinfed has provided a resolution as sought by the member and considers the matter to be closed. 

  Customer response

  08/20/2024

  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, reasons for rejection are included below. 

  Despite the fact that Cinfed directly responded to me by refunding me $1300 of the $1402 ********** charged, covering the NSF fees I incurred this year, and sending a letter with the signatures of the parties involved, I believed it was merely an attempt to keep me quiet and to say that we have heard you, but this is what we are going to do for the time being. This was an unfortunate event that happened to me, but it was also embarrassing, humiliating and all around unfair to me as a person. Even though ********** was able to cash my check, they could only give me so much back in cash. I had to get a money order of some sort, then put the rest on a green dot card and then I am still waiting to receive that in the mail, which is an inconvience to me as well. I still had to pay the fee and it was just terrible for someone who has been with a bank for 16 years to have such a negative experience. I have several bank accounts, a credit card, and a loan with this bank, and never did I expect to be treated like this for trying to deposit a check that was legitimately a check from school and to be told to my face, that they think it was fraudulent.  I feel as though they felt like they were giving me a handout when they sent the fees back and what ********** took out was not even the entire fee. Don't try to hush me. Like, when will they stop insulting me? I appreciate the manager Chelsea reaching out to me but she wasn't there to witness what I went through. She can just go by my complaint and what they said. They do not understand how I am feeling with all this.
  
  Regards,
  
  *** ****** *************
  

  Business response

  08/22/2024

  Based on the original complaint, the Credit Union addressed and fulfilled the member's desired response of issuing an apology.  Management spoke with the member and issued several apologies and considered the matter to be resolved based on those conversations.   

  Business response

  08/22/2024

  Based on the original complaint, the Credit Union addressed and fulfilled the member's desired response of issuing an apology.  Management spoke with the member and issued several apologies and considered the matter to be resolved based on those conversations.   

  Customer response

  08/22/2024

  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, reasons for rejection are included below.

  I don't like the fact that I am being "hushed" and rushed to take what they gave me. I still suffered in the end. I had to put money in a money order and on a green dot card, which I am still waiting for. I have sought legal counsel regarding this matter.  I was upset, angry, and disappointed and asked for an apology. A simple apology letter was written, which everyone signed. It was written because it was requested. It wasn't sincere. It was written because I asked for them all to apologize in writing but it is a generic letter where everyone signed their name. I cant believe I continue to be treated like I absolutely do not matter. 
  
  Regards,
  
  Dr. ****** *************
  

  Customer response

  08/22/2024

  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, reasons for rejection are included below.

  I don't like the fact that I am being "hushed" and rushed to take what they gave me. I still suffered in the end. I had to put money in a money order and on a green dot card, which I am still waiting for. I have sought legal counsel regarding this matter.  I was upset, angry, and disappointed and asked for an apology. A simple apology letter was written, which everyone signed. It was written because it was requested. It wasn't sincere. It was written because I asked for them all to apologize in writing but it is a generic letter where everyone signed their name. I cant believe I continue to be treated like I absolutely do not matter. 
  
  Regards,
  
  *** ****** *************
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been a cinfed customer since my mid 20's and have never had an issue with them like this. I closed 1 of my accounts earlier this year but left my savings open. I did not know that a life insurance policy would continue to be taken out of my saving after closing my checking so that put me in the negative, my issue starts here. I was not notifed about the overdraw of my account until I was charged 2 overdraft fee's the day it happen and then 7 days later. I recieved a text message re: being over drawn when I was charged the 2nd overdraft fee. And today May 17th I just recieved the letter in the mail re: over draft from May 2nd w/ both overdraft fees. This company can email multiple times a month but couldn't text/call or email me when my account first became negative. The communication sucks in my opinion.

  Business response

  05/31/2024

  After reviewing the complaint, the credit union found that the insurance policy referenced in the complaint has been in effect and debited from the member’s main share savings account on a quarterly basis since enrollment in 2020. On 5/23/2024 the member proceeded in closing her account. Cinfed contacted the member on 5/29/2024 to address her concerns and informed her that the Credit Union will be reviewing its text notification procedures. As a courtesy the Credit Union has reimbursed one of the overdrawn account fees to the member's satisfaction. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  in my savings Main Share account with Cinfed I only had $4.29 on 5/2 in my account. And on 5/2 Cinfed took $22.50 cents out to cover a insurance policy that was thru them. And over drawed my account and then charged $33,00. And then again on 5/9 they charged me another $33.00. Then $5.00 on 5/21, So I was over by$81.66. I NEVER RECEIVED A TEXT MESSAGE OR A EMAIL. To alert me. I don't check that account very often. So if they would send alerts like any other bank. This would not of happened. I receive emails and text all the time for loan offers and credit card offers. So why is it I didn't get banking account alerts. This is a Really Bad Business Practice. I even got more disturbed to find out that this was done to someone else I know. This week as well. She did not get alerts on her account either. And the $22.50 was for a insurance offered thru Cinfed for ******** ****. which I didn't even know was being taken out of my account. Because I never have received a bill or contract by mail or email. I will be filing a complaint against them as well.

  Business response

  05/28/2024

  After reviewing the complaint, Cinfed Credit Union contacted the member on 5/28/2024 to address her concerns. The insurance policy referenced in the complaint has been in effect and debited from the member’s account on a quarterly basis since elective enrollment in 2009. On 5/23/2024 a credit union representative provided steps to the member on how to cancel the insurance premium. The member was not enrolled to receive text notifications at the time of these charges. As a courtesy, the credit union has agreed to reverse the two $33.00 fees assessed on 5/2/2024 and 5/9/2024.  Per the conversation, the member found the reversals to be an agreeable solution. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 4, 2023, I had a series of unauthorized charges on my account from ************. The items came through as three separate charges in the amounts of $59.99; $239.88; & $189.88 for a total of $489.75. Once the transactions officially posted I immediately contacted member services & filed a dispute. Upon exchanging a series of emails with a REP by the name of Lauren G***** I was advised that Cinfeds' in ***** fraud specialist reached out to the merchant & left me a voicemail advising me on how to proceed. I was subsequently advised that credits are not issued for charges that are being disputed. So although $489.75 was taken from my account and I was disputing the charges a temporary credit would not be applied to the account in the interim while Cinfed conducted their research. I am on a fixed income and $489 is a lot of unauthorized money to have withdrawn from my account. As additional items processed on my account which my balance did not support I was charged NSF fees. These are items for which I would not have been accessed fees if the funds were in my account or a temporary credit was issued while Cinfed took their standard 90-180 days to conduct their research. I was forced to attempt to resolve everything entirely on my own without any help from the branch. The merchant continuously promised that they would reverse the charges but to no avail & Cinfed stopped pursuing the matter. Upon recently speaking with a REP I was advised that the case was closed because I was mailed documentation that I didn't sign & return. I advised that I never received any documentation & requested for the case to be reopened but to no avail. On January 12, 2024 I was issued an E-check in the amount of $244.88 by the merchant but as the attached emails show I am still awaiting further returns which have yet to be processed. Despite receiving the credit from the merchant Cinfed elected to not reverse any of my fees and haven't assisted in helping me recoup my funds.

  Business response

  06/03/2024

  Cinfed Response:
  11/6/23- Cinfed’s E-Servies Department responded to correspondence from the member questioning charges from ************.  Cinfed reached out to the merchant, obtained the phone number for the member to call.  The member was informed that temporary credit would not be issued unless she wanted to file a dispute but did reverse 2 fees. 
  
  12/12/23- Cinfed received *** ******* dispute on 12/12/2023. Cinfed sent the dispute to our processor to work the case. As part of the dispute process, our processor sent a letter to ***** *** on 1/10/2024 requesting additional information to be filed within 15 days to proceed with the dispute. As a courtesy, a member of the Cinfed Card Services team reached out to *** ***** on 1/18/2024, spoke with her and advised her of the deadline to provide the necessary information to continue with the dispute along with a number to call if she needed further assistance.   The deadline to respond expired on 1/25/2024 so on 1/26/2024 our processor sent a follow-up letter to *** ***** advising them they did not receive a response and assumed the matter was resolved with the merchant and closed the dispute. Our Card Services team also did not hear back from *** *****.

  All notices went to the address on file of **** *** **** *** *********** ** **********.

  Cinfed did reverse 7 fees ($231) that were charged between 10/30 – 11/27 as a member courtesy to *** ***** as she waited to hear from the merchant.

  RESOLUTION – Disputes are handled directly with our business partner (****). Cinfed gave the member the information on 11/6 to resolve the charges with the merchant.  Cinfed reversed several fees for *** ***** which was not stated in her complaint.  The member received reimbursement from the merchant and from Cinfed in the form of $231 in fees.  Cinfed’s dispute processor and Cinfed reached out to the member several times regarding the dispute, but the member did not respond.  Cinfed considers this matter closed because fees were reversed, and credit was given from the merchant in the amount of $244.88.  Per Cinfed ‘s terms and conditions, the time to dispute charges has clearly passed. 

  “Your duty to report other errors or problems - In addition to your duty to review your statements for unauthorized signatures and alterations, you agree to examine your statement with reasonable promptness for any other error or problem - such as an encoding error or an unexpected deposit amount. Also, if you receive or we make available either your items or images of your items, you must examine them for any unauthorized or missing indorsements or any other problems. You agree that the time you have to examine your statement and items and report to us will depend on the circumstances. However, this time period shall not exceed 60 days. Failure to examine your statement and items and report any errors to us within 60 days of when we first send or make the statement available precludes you from asserting a claim against us for any errors on items identified in that statement and as between you and us the loss will be entirely yours.”

  
  

  Customer response

  06/06/2024

  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, reasons for rejection are included below.

  Yes, it is true that some fees were credited to the account by the bank however not all of the fees associated with the three charges from ***** were credited back to the account. Furthermore, Cinfed did not assist whatsoever in the process of getting the funds reversed back to my account. As stated they provided a phone number for me to contact the merchant and attempt to resolve the matter on my own. When those efforts were futile I reached back out to Cinfed and filed the dispute. I provided Cinfed with a series of information regarding the complaint and when they requested additional information and it was not provided by the January 25, 2024 time frame and they opted to close the case I requested to have the case reopened. It seems asinine to me that it would take in excess of two months for them to do their research, ask for more information and then within a 10 day time frame close the case and not reopen it. 

  But lets be very clear as I stated previously a partial refund check was mailed to me by ***** and those funds were subsequently redeposited into the Cinfed account, but they provided minimum assistance regarding the matter. Furthermore although they may have provided me with a credit for approximately $200 in NSF fees related to the three transactions that were in dispute by the merchant it was less than half of the total fees that I had been assessed as a result of the three transactions. 

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

  Business response

  06/12/2024

  *** ***** came to Cinfed on 6/4/2024 and the account in question was closed by the member after discussing transactions on the account. Cinfed considers this matter to be closed.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 1, 2024 I had a transaction in the amount of $203.74 that was erroneously processed on my account. When the charge initially came through it was in a pending status and could not be disputed until it posted to my account. I also contacted the merchant regarding the transaction, they acknowledged the error and advised that they would be making a credit to the account. Upon recontacting the bank I was advised to allow the appropriate time given by the merchant before filing a claim. On May 2, 2024 the credit was applied back to my account from the merchant ********** however in the interim I was charged a series of NSF fees totaling $66 USD. Cinfed did not credit my account the $66 upon noticing the credit, and as a result additional NSF fees were accessed to my account as additional items were processed for payment. Had the original fees been credited a series of subsequent fees would not have been accessed to the account because those items would have cleared. Upon filing claims with Cinfed one does not receive a temporary credit while they perform their research which could total 90 - 180 days, the customer is expected to cover their account for the erroneous amount withdrawn and then when the claim is found to be in the favor of the customer they do not credit that customer fees that have been accessed to the account as a result of the erroneous withdrawal. As of 10 May there has been a snowball effect on my account resulting from the original 1 May charge and 2 May credit and to date I have been accessed 29 NSF fees on my account totaling $957 USD. By the time this matter is resolved the total will most likely be even higher. I am requesting a refund of the fees charged to my checking account as a result of what has transpired and the lack of attention given to resolve the matter.

  Business response

  05/14/2024

  Cinfed has had several discussions with our member regarding the fees on the account.  Because of the circumstances surrounding these fees and the discussions we have had with her over the phone, we have suggested that the member come into a branch to resolve this matter.  Our service representatives most recently spoke to the account owner on 5/9/2024 when she told our employee that she knew who had caused the charges to her account which made it overdrawn.  The member then said she would come into the branch the following week.  Subsequent calls to the member have been unsuccessful at reaching her.  Cinfed has worked with this member previously and is eager to work with her again in person to address these concerns.  At this time Cinfed considers the matter to be closed until we can meet with the member.  

  Customer response

  05/14/2024

  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, reasons for rejection are included below.
  

  This is not the first occurrence that I have had with a series of fees being unjustly accessed to my account. As a result I had previously stopped into the Oakley branch and added my son to my account as a Power of Attorney so that he could assist me in resolving several of these matters.

  My son attempted to speak with several representatives but to no avail. He was advised that he would receive a callback from a supervisor to discuss the matter further on 10 MAY 2024 but no such call was ever placed nor were there any messages left with contact information so that he could successfully speak with someone and bring this matter to a close. I previously instructed a representative that I would stop into the office on Thursday (16 MAY)  or Friday (17 MAY) of this week however based on conversations that both my son and I have had with representatives I would like to have matters properly documented so that there is no confusion in regards to what was said and what has been promised. Therefore it is ludicrous for Cinfed to state that in their opinion the matter has come to a close until I stop in the office when they can clearly communicate what action they plan to take in order to resolve the matters with my account. 

  I have expressed in my previous correspondence what I am requesting and yet Cinfed has not addressed that concern. They have simply diffused the situation to a later time so that their is no documentation of their actions. I will be filing two additional cases regarding similar actions that have taken place in the past showing a clear pattern in regards to their behavior and lackadaisical attitude in regards to resolving requests. 

  Therefore let me make it explicitly clear that I am seeking a written response in regards to the action that Cinfed is going to take to resolve this matter. 

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

  Business response

  06/03/2024

  Cinfed response:

  Our records indicate ****** ***** called seven times asking Cinfed phone representatives to help her with a purchase she was attempting to make for $203.74.  The card had been blocked for fraud because the charge was outside the US.  She explained she wanted the charge to go through and was aware it was outside the US.  She mentioned it was from was from the religious channel *** (******* ************ *******) and said the product was coming from Israel. The company name was **********.  ****** ***** requested the card to be unblocked so she could make the purchase. We verified the members’ identity and unblocked the card.   She successfully made the purchase, and it was posted to her account on 5/1/2024, leaving her account with a positive balance. 

  5/9/24 - 2:12PM   A Cinfed Rep called to check on ****** ***** to discuss the recent transactions and negative balance in her account.   During the conversation ****** ***** said she never used ****** (which were the transactions that caused overdrafts, along with International Uber transactions) and she said that it is probably her POA. When the representative inquired if she was aware of the activity the member was not aware the account was negative, more than $1100.00.  She said she could pay $596.33 towards her negative balance and then would speak with her POA.  
  An appointment was made for the member to meet with a branch representative to discuss her account and pay toward the negative balance on 5/16/24.
  

  5/16/24 – Member deposited $563.89 and left.  She did not meet with the representative.
  

  5/23/24 – The VP of Operations called the member regarding the complaints made to the BBB and the **** asking if she was aware of the complaints and asked if there was anything she could do to assist.  The member, ****** *****, knew complaints were filed, however did not know what was in the complaints.  She informed the VP of Operations she was going to bring in another deposit and close the account. 
  

  REQUESTED DESIRED RESOLUTION:  Cinfed has agreed to work with the member regarding the account, however; there have been three phone call attempts to speak to the member, but the mailbox is full and not accepting any messages.  The VP of Compliance has also reached out via email asking the member to contact Cinfed to discuss the resolution as well.  Cinfed has also sent a letter to the address of record asking for the member to contact us.  Cinfed will be closing the account on 6/5/2024 if we have not received any communication with the member.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First, I want to mention this is not the first time CinFed Credit Union has done this. I reconnected my CinfFed account to my ****** account and transferred cash to my grandchildren in *******. When I checked my CinFed account this evening, the money was not transferred to ******. When checking my ****** account it had a negative balance. Multiple attempts were made to transfer the money and CinFed will not let the transfer go through. Now, my ****** account is in collection status because of CinFed holding my money. In addition, I recently cashed a check electronically with CinFed and they would not release the funds for a week. Originally, they released some funds, reversed the released funds and charged an overdraft fee. They would have left the overdraft fee standing if I had not called them on it.

  Business response

  08/07/2023

  The individual submitted a remote check deposit on 4/11/2023. Cinfed Credit Union clearly states that funds from checks submitted via remote deposit may be held for review, per our website:
  “For most remote deposit users, the first $225 of a deposit will be immediately released. The remainder of the funds will stay on hold until reviewed by our eServices department. If it is determined a hold is not needed, the funds will be available by 4:30 (Monday – Friday).”

  
  Due to a combination of factors, the deposit was flagged for further review. The balance was held while the veracity of the check was confirmed.

  
  The total amount was released to the account on 4/20/2023. The individual contacted Cinfed on 4/20/2023 regarding the delay and the overdraft charge that was assessed while the deposit was in review. The overdraft charge was subsequently refunded.

  
  Cinfed has no affiliation with ******. Any fees or charges imposed by ****** must be addressed directly with ******.

  
  The individual has remained a Cinfed member with an active account. Cinfed considers the situation addressed and the issue closed. 

  Customer response

  08/07/2023

  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, reasons for rejection are included below.

  Before using funds from the deposit, confirmation was made with Cinfed that the funds were available to use.  Cinfed's reply does not apply.  The issue is that Cinfed denied access to available funds and did not notify me when they denied the transaction.  This is not the first time this has happened.  Cinfed has my phone number and email address and does not habitually contact me when there is an issue.  I have grandchildren in UK and need to know when I'm sending available funds they will go through.  If Cinfed is going to continually reject any foreign transactions, advising account holders should be the priority.  The issue still remains that contact should have been made and should always be made in the future.

  The first step to resolving a problem is admitting there is a problem...
  
  Regards,
  
  ***** ***********
  

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a checking and savings account with Cinfed. during the covid 19 pandemic, i was unemployed and expressed that numerous times to Cinfed. I have a second mortgage and cc there. They proceeded to charge-off my account even though they knew I was not working. I called today 10/01/2021 because now i have a job and want to put money in my savings account to pay the loans. They proceeded to tell me that I dont have access to my online account to my savings account and I would have to go into the branch. I told them that I want access on line so i can follow what happens to the direct deposit. They are refusing to work with me.

  Business response

  10/04/2021

  The individual lodging the complaint previously had two loan accounts with Cinfed Credit Union that were charged off at a significant monetary loss.
  
  At the height of the pandemic, Cinfed extended payment deferment assistance for both accounts. The deferment arrangements concluded on 12/31/2020. To date, no payments have been received and no arrangements have been made to repay these loans.
  
  Cinfed policy requires loans that are greater than 180 days past due to be charged off. It is also Cinfed policy to suspend services for members that have caused the organization a loss. If/when the loss is repaid, the previous account(s) can be reinstated for a $50.00 reinstatement fee.
  
  On Friday, October 1, 2021, two Cinfed service representatives received separate calls regarding these accounts and provided explanations of the account status. The individual has been made aware of the charged off amount as well as the steps required to reinstate the account. The complaint with the Better Business Bureau (BBB) was filed later that day.
  
  As of October 4, 2021, both loans remain past due. Full services can be reinstated if the charged off loan balances are paid along with a $50.00 reinstatement fee.

  Customer response

  10/07/2021

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** ********
  

  Customer response

  10/15/2021

  The bank failed to help me during Covid-19. I told them numerous times that I was out of work due to Covid-19 and i think I got a  month extension which did not help me.  They did not have any plans in place to help people going throgh the Covid-19 crisis. 

   

  So I want my credit bureau fixed, my checking account restored so i can put money in there to help pay these bills off.  Otherwise, they will get no money from me and this debt will never be paid.

   

  thank you.

   

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

   

   

   

   

   

   

   

*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. ↩