ComplaintsforGeneral Electric Credit Union

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They financed my **** ******. They have had my vehicle trapped in an auto body shop for over three months. I did not have full coverage at the time. The supplemental insurance company allied solutions and gecu have been working in conjuction to deny me access to information regarding my vehicle and access to it while charging me exorbitant interest and potentially lot fees of 120+ perday. An allied rep. Admitted in a phone call 1.5 months ago that they had made an error. I just want my vehicle back. The damage was minimal. Body shop said should have been 2 weeks repairs tops.

  Business response

  07/05/2024

  7.5.2024
  
  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 a complaint from **** ******. Within the complaint,
  *** ****** states his vehicle has been in a repair shop for over three months. It is stated that GECU and
  the insurance company are charging exorbitant interest and lot fees while denying *** ****** access to
  the vehicle. *** ****** is requesting the repairs to be finished.
  
  After researching the loan in question, on 12.4.2023, GECU received notice of a new accident claim filed
  by *** ******. The initial appraisal indicated the vehicle was repairable. The cost of repairs at that time
  was deemed to be $4,510.57; this check was received by GECU. A supplemental repair check in the
  amount of $1,457.97 was also issued and received by GECU. GECU spoke to *** ****** on 5.17.2024 and
  emailed him the supplemental estimate. In addition, it was explained that *** ****** should get full
  insurance coverage on the vehicle to obtain a partial refund on collateral protection insurance that was
  charged on the loan. It was recommended at that time that if *** ****** had questions about the initial
  estimate or the supplement, that he should contact the insurance appraiser directly. On 5.31.2024,
  GECU spoke to *** ****** explaining that there was a total of $5,968.54 being held by GECU awaiting the
  invoice showing the repairs were completed. On 6.6.2024, the repair facility told GECU that there would
  be a second supplemental invoice. As of 7.3.2024, the second supplemental invoice has not been
  received by GECU. Once GECU receives a final invoice that the repairs are completed and it is approved
  by the insurance company, GECU will release the funds being held to the repair facility.
  
  Any questions regarding access to the vehicle or lot fees should be directed to the repair facility. GECU
  does not have the vehicle to be able to provide access, and GECU is not charging lot fees. In reference to
  the loan interest, the rate is currently 5.89%, which has been the interest rate since the contract date of
  6.24.2022. GECU recommends that *** ****** provide sufficient insurance coverage spanning the dates
  of 11.3.2023 to 11.3.2024. *** ****** has a next payment due date of 5.8.2024. As of 7.3.2024, the
  amount to pay current on the loan is $2,054.30.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  Sincerely,
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an auto loan through GE Credit union for a **** ****** *****, on 2/14/2024 I was rear ended by a vehicle resulting in a total loss. The at fault driver also did not have insurance. I was directed by my insurance company (***** insurance) as well as by an associate with the total loss department to file the claim with my GAP insurance provider as they would be responsible for the remaining balance of the loan and as a courtesy my payment would be extended until 6/17 to allow GAP to make a payment. I was not advised that interest would continue to accrue on the loan and as a result after the GAP payment was made, I was left with a nearly $600 balance. if I would have been made aware that there would still be interest that would have needed to be paid, I would have continued to make payments and would have likely received a refund in the end rather than still owing money as the GAP insurance only paid what the payoff would have been at the time of the loss.

  Business response

  06/25/2024

  .6.25.2024
  
  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 during the total loss process she was not advised that interest would continue to accrue on
  the loan. She states that she is left with an owed balance of nearly $600.00 and is requesting a billing
  adjustment.
  
  After research, it is confirmed that *** ****** notified GECU on 3.4.2024 of an accident in which her
  vehicle was deemed a total loss. At that time, *** ****** confirmed she would file a GAP claim. On
  3.8.2024, the attached letter was mailed to *** ****** confirming that GECU forwarded the monthly
  payment by three months to 6.17.2024, and that interest would continue to accrue during this time. In a
  phone conversation with a GECU team member on 6.20.2024, while discussing the remaining amount
  due of $561.42 as of 6.20.2024, *** ****** mentioned the dealership and GAP provider told her that
  GAP always covers the full amount. However, this is not something GECU can guarantee. GAP providers
  determine the amount paid based on many factors and GECU explained that *** ****** should contact
  her GAP provider to verify the calculations used to determine the amount paid. During the phone call on
  6.20.2024, GECU offered several options to assist *** ****** in paying the amount due. At this time,
  interest is continuing to accrue on the loan and there is a next payment due date of 6.17.2024. ***
  ****** is responsible for the remaining balance on the loan. If there are any additional questions, ***
  ****** is welcome to reach out to the Total Loss and GAP Department directly at ###-###-####.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 20th, 2024 I made a large wire transfer of a lump sum payment of 30,204.93 to pay off a full car loan and prevent repossession of my vehicle. The following day when I called GECU I was told that after the payment went through I would receive documentation in the mail to transfer the title over to me within 7 to 10 business days. Despite contacting them more than once via email and phone since then I have yet to receive the documents needed in the mail (after more than 40 business days) nor have I been able to receive a FULL breakdown of costs that includes the entirety of the 30,204.93. All I am asking for is the documentation I was promised, and a bill that includes the extra 1,568.21 we paid on top of the 28,672.72 that was remaining on the loan.

  Business response

  04/22/2024

  .

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ON 03/01/2024 General Electric Credit Union transferred cash from my overdraft account to my checking account and made a payment to a fraudulent company . (Regular Payment INTERNET / TRANSFER FROM : XXXX**** $106.00) . I Recognized about the transaction past 60 days when I started receiving collection calls from General Electric credit union. I called them and talked to their customer representative , informed her had no transaction with the aforementioned payment. She filed a fraud claim. I noticed they deleted the transaction form the checking account and transferred the s 106 to my overdraft account. I now have an outstanding balance of 03/19/2024 OD Protection Tran Fee of $ 110.04. All the payments as a result of the fraud have been transferred to me. 03/19/2024 Overdraft Protection Advance -$53.00 $108.04 03/19/2024 OD Protection Tran Fee -$2.00 $55.04 03/19/2024 Overdraft Protection Advance -$53.00 $53.04

  Business response

  04/10/2024

  4.10.2024
  
  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 a complaint from ****** *******. *** ******* is
  disputing transactions that occurred on his overdraft account.
  
  After research, it has been determined that *** ******* submitted a Written Statement of
  Unauthorized Debit (ACH Dispute) to GECU on 2.16.2024. To discuss these transactions and the dispute,
  a GECU team member contacted *** ******* and left a voicemail message on 2.28.2024. A provisional
  credit of the two disputed $53.00 charges was issued to *** ******* on 3.1.2024. After receiving the
  Record of Authorization, GECU mailed a letter along with the Records of Authorization to *** *******
  on 3.19.2024 documenting that the charges in question were authorized using ********** ** ********
  Credit Union online banking. Because it was determined that *** ******* authorized the transactions,
  the ACH dispute was denied, and the provisional credits were reversed.
  
  GECU recommends that *** ******* speak with the ********** ** ******** Credit Union to confirm the
  charges in question as they provided documented proof to GECU that these two charges were
  authorized by *** *******. If *** ******* would like to discuss this further with GECU or review the
  documents mailed to him on 3.19.2024 confirming the authorization of the charges, he is welcome to
  call the ACH Manager directly at ###-###-####.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2021 Tesla Model Y from Kia dealership in mid-late February and got financing through GE Credit Union. My welcome packet from GECU arrived April 1st with my account number, instructions to set up the app, and payment information. My first payment was listed as due on March 24th (one week before I received my welcome packet). When I was able to set up the app, I logged in with my new account information and see that not only am I a week past my due date, my second payment is already listed. When I contacted them to ask about it, I was told I have 15 days after the due date to make a payment before it’s “late”, that doesn’t help. It means that I had 7 days from the day I got my welcome packet with account information before my payment would be late (now 4 days away). I requested my first payment be adjusted to be due at the end of April, and that I was ok with my entire payoff being adjusted back by one month. I was told that I was informed of my first payment date at the dealership. Whether I was or not, I had no account information to pay. I would like, as I originally asked, for everything to push back one month. I should not be held to a due date that fell a full week before I had account information. Nor should I be left with a week to pay that first payment if their standard is to give one month advanced notice of a payment coming due.

  Business response

  04/11/2024

  .

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened up 2 checking accounts(1 joint and 1 personal) with GECU as a new customer in February 2024. Because I have opted into courtesy pay overdraft, there has been issues every month. Both of my accounts always has money in them on a regular basis, and in February I used the wrong debit card by mistake and occurred overdraft fees which GECU decided to waive all the fees as a courtesy. On March 29th it happened again, I used the wrong debit card again, and occurred overdraft fees total now $191, and again there was money in the other account that I thought I was making transactions in. So on Monday April 1st I reached out to GECU representatives about this situation and I asked if they would waive (2)$32 fees on the transaction Walmart $5 and transaction ****** fuel $4, and i will pay the other fees, go in half with me on this and not waive all the fees, the agents told me "No" since they waived all the fees in February. I never asked for all those fees to be waived and im not asking for all the fees to be waived now and this keeps happening because the debit cards the have are the same color and style and there is no way to tell the difference. GECU told me that unfortunately "There is only one color debit card for all the their accounts". That is a big disservice to me because if I don't find a way to make them look different I will end up in this situation again. Another point is there was money in the other account that I thought I was using so there is no way I would decide to rank up charges on purpose in one account and not use the account that has the amount of money necessary for the purchases I was doing. I have accounts with other banking institutions and my debit cards are completely different and I never had that problem. If I would have known when I signed up WITH GECU that they only have 1 design for all debit card accounts I probably wouldn't had signed up. I need them to make this right. (PLEASE SEE ATTACHED PHOTO)

  Business response

  04/05/2024

  4.5.2024
  
  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 ***** ****** requesting
  GECU waive two additional late fees and offer a distinguishable debit card on the personal and joint
  checking accounts.
  
  As per our phone conversation on the afternoon of 4.4.2024, GECU has agreed to waive the two
  additional requested late fees totaling $64.00 and has ordered a new debit card for the requested
  account to help distinguish between the two accounts.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************

  Customer response

  04/09/2024

  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 spoke to Doug and he agreed to waive 2 $32 overdraft fees and issue me a older version debit card for my personal account debit card account, however on Monday April 8th I noticed a monthly reoccurring charge $16.16 from playstation that came through causing yet again another $32 overdraft fee. I called playstation right away about the charge and playstation refunded the $16.16 charge back to my personal account, and I immediately called Doug on Tuesday April 9th and left a voicemail to see if they could waived that $32 overdraft fee since playstation refunded the $16.16 back immediately, and I haven't heard back from Doug yet. If Doug can reverse that last $32 overdraft fee then all I have to pay is $115, and I will be satisfied with this outcome. 

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

• Initial Complaint

  03/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Payments were made but not credited to account. They continued to request insurance information that was provided when asked for and added insurance making the equity on the vehicle more than it was worth, and increasing the payments. After providing evidence of insurance they refused to take their insurance off and lower the payments to the original amount owed.

  Business response

  03/15/2024

  3.15.2024
  
  
  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 payments were not credited to her loan and that GECU added an insurance policy to the vehicle after
  she provided evidence of insurance.
  
  GECU spoke to *** **** on 6.7.2023, 6.8.2023, and 6.13.2023 regarding the payments in question. On
  6.7.2023, *** **** advised that she mailed checks to GECU that cleared her bank account but were not
  credited to her loan. GECU explained that the checks were not received and asked for proof of the payments
  clearing the account. GECU spoke to *** **** again on 6.13.2023. She asked about a $2400.00 check, and
  GECU confirmed the check was never received. The requested proof of payments was never received by
  GECU to complete further research.
  
  In reference to insurance, if sufficient proof of insurance is not on file with the Credit Union, GECU may
  purchase a Collateral Protection Insurance (CPI) policy to cover the collateral and a member’s payment will
  be adjusted accordingly. The lapse of insurance coverage on file currently includes the following dates:
  7.16.2023 to 9.27.2023 and 11.18.2023 to current. As GECU has communicated with *** **** over the
  course of the loan, CPI can be refunded if sufficient proof of insurance coverage for the lapsed dates is
  received.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************
  

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband and I bought a 2022 Equinox and received a loan at 4.25 interest rate if you join credit union at 25.00 which wasn't explained until we got to financing dept. Every year since I got the loan, they like me to review a third party insurance video up load my new insurance policy every year in February. If I don't comply I have received a 500.00 penalty on the next car payment. I have to go to credit union and show my insurance policy, I'm older, I don't have a computer nor have I ever had to prove year after year a new policy...I called the insurance company and General Electric declined my policy as they wanted a p.o. box address not a street address, I asked insurance company to change it they said yes, but charged me a extra 31.00 a year. I want General Electric to stop harassing us with 3rd party insurance audits, as I carry insurance all the time. And, do they do that to everyone? Believe me, I've never experienced this eith ant loan companies I had in all the years I've had cars....I have automatic payments come out of bank for car payment, but this third party insurance audit company could easily add a extra 500.00 then take all that out of my bank account causing me a overdraft. I go to the credit union constantly to prove I have insurance...we are older and this is overwelming...as we are on a limited income.

  Business response

  03/11/2024

  3.11.2024
  
  Cincinnati Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  Re: Response for Complaint I* ********
  
  To Whom It May Concern:
  
  General Electric Credit Union (GECU) has received a complaint from **** ******* regarding a third-party
  insurance company reaching out requesting updated automobile insurance every year in February.
  
  If sufficient proof of insurance is not on file with the Credit Union, we may purchase a Collateral Protection
  Insurance (CPI) policy to cover the collateral and a member’s payment will be adjusted accordingly. The
  communications referenced are to notify the member if GECU does not have valid insurance on file prior to
  adding CPI to the loan. GECU has confirmed that multiple communications have been sent to the member
  advising of an insurance policy expiration or cancellation. Over the last two years, GECU received a policy
  cancellation notice on 1.14.2023 with a cancellation date of 2.12.2023. Because of this, notification was sent
  to the member on 3.21.2023. The insurance carrier was contacted on 4.3.2023 and GECU obtained proper
  verification at that time. Most recently, the insurance policy GECU had on file expired on 2.12.2024,
  therefore, a notification was sent to the member on 2.27.2024. GECU received the needed renewal
  verification the same day. In each instance, when the insurance renewal was received by the insurance
  carrier, notifications to the member stopped. The vehicle insurance GECU currently has on file has an
  expiration date of 2.12.2025.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ************ *****************************

  Customer response

  03/21/2024

  Yes, everything is fine. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Recently noticed my account with General Electric credit union was being charged for overdraft fees. When went went to my account I found the credit union took money from the overdraft to cover for payment. I called the credit union and requested them to give me the phone number of the company, so that I can inquire what the charges were for but they were unable to do so. Additionally google the the name they gave me ****, the company was non existent. Their customer rep told me it was a fraud and since 60 days have passed since I filed the complained she doesn't think the credit union will cover the charges. Nevertheless she went ahead and send me forms to submit to their fraud department which I did. A day after my call my charges have been submitted to their collection department.

  Business response

  03/01/2024

  2.29.2024
  
  
  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 ****** *******. *** ******* noticed that
  money was taken from the overdraft line to cover payments. *** ******* states that he filled out dispute paperwork
  and is disputing an amount of $125.00.
  
  After research, it has been determined that *** ******* submitted an ACH dispute to GECU on 2.16.2024 which is
  currently in progress. Since receiving the dispute, GECU has been following the guidelines within Regulation E and its
  timeframe to resolve the dispute with the merchant, ********** ** ******** Credit Union, regarding the transactions in
  question. *** ******* will receive a status update on the submitted dispute when GECU receives a response from the
  merchant.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  
  Sincerely,
  
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************
  

  
  

  Customer response

  03/06/2024

  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.  They refunded the fraud transaction $ 106 but went ahead and charged me for overdraft fee $ 32.05  from the fraud. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting this formal complaint against GENERAL ELECTRIC CREDI concerning an inaccurate account listing (Account Number: *******) on my credit report, which is reported as "Account not disputed." This information is incorrect as the account in question is not mine, and I have never engaged in any financial transactions or agreements that would justify this account's association with my credit file. Inaccuracies and Non-Compliance with FCRA: The presence of this account on my credit report is a clear violation of the Fair Credit Reporting Act (FCRA), which mandates accurate reporting of consumer credit information. GENERAL ELECTRIC CREDI's failure to ensure the accuracy of the information they furnish to credit reporting agencies undermines the integrity of my credit report and potentially affects my financial well-being. Demand for Thorough Investigation: I demand a thorough and manual investigation into this matter, beyond the conventional use of automated systems such as Metro-2 or the Automated Consumer Dispute Verification (ACDV). These automated processes often lack the depth required to address inaccuracies rooted in identity errors or fraudulent account openings. A manual review is necessary to fully understand the nature of this error and to ensure that my dispute is addressed with the attention and scrutiny it warrants. Opt-Out of Information Sharing: Furthermore, I am exercising my right under 16 CFR § 313.9 to opt-out of sharing my personal information with all third parties and consumer reporting agencies. This decision is prompted by the need to protect my privacy and to prevent further inaccuracies in my credit reporting arising from unauthorized sharing of my information. Request for Compliance and Rectification: Immediate removal of the inaccurately reported account (Account Number: *******) from my credit report. Confirmation of opt-out request being processed and adhered to, preventing any future sharing of my personal information.

  Business response

  02/06/2024

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

  Re: Response for Complaint #******** 
  

  To Whom It May Concern: 
  

  We have received the initial complaint from ****** ******. In it they state that: 
  

  1. ****** ****** states within the complaint that General Electric Credit Union (GECU) is inaccurately reporting account number ******* to the credit bureaus. The member requests an investigation into the matter and desires a correction to the credit report. 

  After reviewing the complaint, GECU is unable to verify the member account in question based on the information provided within the complaint. GECU searched via name, email address, phone number, zip code and account number listed, however, was unable to locate the account. GECU also searched for formal credit disputes, however, could not locate any with the name and account number provided. We ask that the member provide additional identifying information, such as a complete account number, complete address, or complete social security number. Once further identifying information is provided, GECU will investigate the nature of the complaint. 
  Please let us know if further information or supporting documentation is required. 
  

  Sincerely, 
  
  Ashley C********* 
  Chief Member Officer 
  ###-###-####/###-###-#### 
  *********************************** 
  ###-###-#### | ###-###-#### 
   
  

  
  

  Customer response

  02/07/2024

  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 rejections are included below, specifically catered towards the erroneous statement from General Electric Credit Union: 

  "I, ****** ******, am writing to express serious concerns regarding the handling of my initial complaint *********, concerning the erroneous, inaccurate, and fraudulent reporting of account number ******* as indicated on my consumer credit report. Despite providing exhaustive personal and identifiable information to facilitate a “reasonable” investigation and prompt deletion by General Electric Credit Union (“GECU”), it is apparent there are significant gaps in GECU internal procedures to resolving this matter. This letter aims to underscore these deficiencies and to urge immediate corrective action in compliance with the Fair Credit Reporting Act (“FCRA”).
  
  Overview of the Dispute:
  I have adequately furnished GECU with all necessary information, per regulatory body, ******** ********* ********** ****** (“****”) resources and recommendations for disputing erroneous, inaccurate, and fraudulent information. This includes the disputed account number as listed on their credit report, my birth name, sole residential address, and additional identifiable details exclusively associated with me. Despite these efforts and the clear indication of the account's fraudulent nature, each previous attempt to dispute the account has been met with verification, a result that starkly contrasts with GECU’s subsequent claim of being unable to verify the account in question based on the provided information. In addition, there is no plausible way I am aware of any account number that is actively reporting on my consumer credit report as it is an erroneous, inaccurate and fraudulent account. 
  
  Unreasonable Investigation Process:
  Inadequate Verification Procedures: The central issue lies in GECU's unreasonable investigational procedures. The paradox of verifying a disputed account, repeatedly, as legitimate in the absence of being able to locate the same account within your internal system when presented with detailed information directly from the consumer and not a CRA through ACDV, suggests a significant procedural flaw and violation of federal regulations per 15 U.S.C. §§ 1681e(b) and 1681i(a)(1)(A). This repeated inconsistency not only undermines the integrity of the verification process but also suggests non-compliance with the FCRA's requirement for data furnishers to maintain reasonable procedures to ensure the maximum accuracy of reported information and disputed information. 
  Lack of Effective Internal Processes: The inability of GECU to locate an account that has such a detrimental impact on my personal well-being, erecting barriers to sufficiently leverage financial opportunities, and greatest of all, partake in autism therapeutic treatment for my son, despite the exhaustive details provided, points to a concerning gap in your internal procedures and systems for identifying and investigating disputed accounts. This gap is a direct impediment to the resolution of disputes and stands in violation of the FCRA mandate that requires a furnisher to investigate disputes promptly upon notice, and if unable to verify the disputed information must promptly delete said contested information, not a “[sic] desires a correction to the credit report.” 15 U.S.C. §§ 1681s-2(b) and 1681i(5)(A)(ii).
  Insufficient Consumer Communication: The request for additional identifying information, without specifying how the comprehensive details already provided fall short, further exacerbates the situation, as ACDV routinely omits supporting and relevant documentation, yet, my disputes have continuously been “verified.” Effective communication is crucial in resolving such disputes and the generic request for more information without adequate justification is not conducive to a swift resolution. For your convenience, I have attached even further, identifiable information.  
  Immediate Actions Required:
  In light of the above, I demand the following immediate actions from GECU:
  Detailed Explanation of Investigation Procedures: Provision of a detailed explanation of the investigation procedures employed whether manual, ACDV, or otherwise, specifically addressing how the information provided by myself was deemed insufficient to locate the disputed account, yet able to repeatedly deemed verified through previous disputes.
  Immediate Prompt Deletion From Consumer Credit Report: Prompt Deletion of the erroneous, inaccurate, and fraudulent account in my consumer credit report, including the deletion of the disputed account, in adherence to the FCRA's guidelines, specifically 15 U.S.C. § 1681i(5)(A)(ii) emphasis added. This is also supported in accordance with 16 CFR § 313.9, I hereby exercise my option to opt-out of sharing my personal information with third parties and consumer reporting agencies.
  
  Conclusion:
  The resolution of this matter is of utmost urgency, given the profound impact on my financial well-being, and the opportunities afforded to my son and I. Namely, procuring financial funding, and the ability to secure necessary services for my disabled child. I expect GECU to undertake immediate corrective action in alignment with FCRA requirements and to provide a timely and detailed response to this letter of no more than thirty (30) days.
  
  Your prompt attention to this matter is not only crucial for the restoration of my consumer credit integrity but also serves as a testament to GECU's commitment to upholding the principles of accuracy and fairness in credit reporting. If you refuse to adhere to the federal regulations outlined in the FCRA, I will not hesitate to proceed with legal counsel if required, I have suffered from your erroneous bullshit and so has my son for long enough.

  Regards,
  
  ****** ******"
  

  Business response

  02/14/2024

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

  Re: Response for Complaint #21243779 
  

  To Whom It May Concern: 
  

  We have received a response from ****** ******. In it they state that: 
  

  1. ****** ****** states within the response that General Electric Credit Union (GECU) is inaccurately reporting 
  account number 1437870 to the credit bureau. The member requests an investigation into the matter and desires a correction to the credit bureau. 
  After receiving additional identifying information from *** ******, GECU was able to locate the loan in question. The loan has a contract date of 10.11.2019 and was used to purchase a **** *** * ****** from *** ***** *********. After reviewing the loan documentation, GECU can confirm that the documentation was completed with *** ******** personal information. The loan file also includes a copy of *** ******** Driver License. In reviewing the signature on the Driver License and the signature on the loan documentation, the signatures appear to match. GECU also reviewed the Collections notes in which there are multiple conversations with *** ****** regarding the loan in question. The loan went into repossession status on 3.3.2020 and was picked up by GECU on 3.18.2020. On 5.22.2020, *** ****** went into the GECU ***** location to obtain a notarized affidavit and paid $2,225.77 to redeem the vehicle. After additional conversations with *** ******, the vehicle was voluntarily surrendered on 11.10.2020. After additional review of the loan account, it has been confirmed that multiple payments were made over the course of the loan via GECU's online banking platform with the last login being on 11.10.2020. 
  

  After a review of the signed loan documentation, the Driver License, the payment history, and the phone conversations with the member throughout the life of the loan, GECU has confirmed this loan was obtained by ****** ******. Because of this, the charge off cannot be removed from *** ******** credit bureau. 
  

  At this time, we have addressed our members' concerns and consider this matter handled. Please let us know if further information or supporting documentation is required. 
  

  Sincerely, 
  
  Ashley C********* 
  Chief Member Officer 
  ###-###-####/###-###-#### 
  *********************************** 
  ###-###-#### | ###-###-#### 
  

  
  

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. TO THE BUSINESS: 

   

  "This dispute is in reference to ** *********
  
  
  I am writing to express my profound disagreement and shock over the recent communication asserting the legitimacy of a loan account (********) fraudulently associated with my identity. There are several critical areas where GECU's investigation is devoid of any adherence to the federal regulations in the Fair Credit Reporting Act ("FCRA") and, worse - refusal to acknowledge consumer demands under the Code of Federal Regulations ("CFR") with respect to consumer opt-out.
  

  Problem:
  See ref, ** ********* I am writing to express my profound disagreement and shock over the communication asserting the legitimacy of a loan account (********* fraudulently associated with my identity. There are several critical areas where GECU's investigation is devoid of any adherence to the federal regulations in the Fair Credit Reporting Act ("FCRA") and, worse - refusal to acknowledge consumer demands under the Code of Federal Regulations ("CFR") with respect to consumer opt-out. I unequivocally assert that the loan account in question is not mine. I have neither initiated any transactions nor authorized the opening of this loan. GECU's claim is devoid of concrete evidence of my authorization or engagement with this loan. GECU fails to address the crucial issue of unauthorized fraudulent online portal access. Therefore, I demand detailed logs of any such access, including IP and MAC addresses, which you purportedly associate with my person. The reliance on superficial signature comparisons to establish the authenticity of my involvement is irrational. I insist on a forensic analysis of the signatures in question, either through your department or my legal team. Without such forensic evidence, your claims of the signature match are both speculative and unfounded. I categorically deny any and all alleged communication records. Given these serious discrepancies, the inability to initially find an account associated with me, and the lack of substantial evidence to support GECU's claims, I demand prompt a re-investigation of this matter in strict compliance with the FCRA. This includes a comprehensive review of all alleged documentary evidence, a forensic analysis of signatures, and a transparent disclosure of any supposed communications attributed to me. In addition, I demand all documented evidence, including "signatures," "online payment access," "notarized affidavit," "call logs," and "recorded conversations."
  
  
  Desired Resolution:
  Correction to a credit report
  
  Denial of Account Ownership: I unequivocally assert that the loan account in question is not mine. I have neither initiated any transactions nor authorized the opening of this loan. GECU's claim is devoid of concrete evidence of my authorization or engagement with this loan. See, e.g., the FTC Report regarding this fraudulent. 
  Online Portal Access and Security Measures: GECU fails to address the crucial issue of unauthorized online portal access. I have never accessed nor utilized GECU's online banking platform for any transactions related to this fraudulent loan. Therefore, I demand detailed logs of any such access, including IP and MAC addresses, which you purportedly associate with my person.
  Signature Verification Dispute: The reliance on superficial signature comparisons to establish the authenticity of my involvement is irrational. I insist on a forensic analysis of the signatures in question, either through your department or my legal team. Without such forensic evidence, your claims of the signature match are both speculative and unfounded.
  Disputed Communication Records: I categorically deny any and all alleged phone conversations, face-to-face interactions, or the procurement of a notarized affidavit as claimed in your response. I demand the immediate presentation of provable records, including call logs, recorded conversations, or any written correspondence that you allege to exist.
  Violation of Federal Regulations: The continued reporting of this fraudulent account on my credit report constitutes a blatant violation of the FCRA, which demands maximum accurate and verified reporting of consumer credit information. Your failure to conduct a thorough and unbiased investigation into this matter reflects willful noncompliance with federal law.
  
  
  Given these serious discrepancies, the inability to initially find an account associated with me, and the lack of substantial evidence to support GECU's claims, I demand prompt a re-investigation of this matter in strict compliance with the FCRA. This includes a comprehensive review of all alleged documentary evidence, a forensic analysis of signatures, and a transparent disclosure of any supposed communications attributed to me. In addition, I demand all documented evidence, including "signatures," "online payment access," "notarized affidavit," "call logs, and recorded conversations."
  Should this matter not be resolved promptly and satisfactorily, I am prepared to take further legal action, including filing complaints with the ******** ********* ********** ****** (****) and the Federal Trade Commission (FTC) and pursuing litigation to protect my rights and ensure compliance with federal regulations.
  I expect a detailed response addressing each point raised no more than thirty (30) days of receipt."
  
  Regards,
  
  ****** ******
  

*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. ↩