ComplaintsforGeneral Electric Credit Union

• Initial Complaint

  08/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ******* *******
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle in June of 2021, and have had nothing but issues and I have been fighting with them since then, so 3 years, they have never reported to my credit, they can’t give me a list of my payment history, nor have they ever reported my payment history, the loan has never been reported, it is like the car was paid or or the loan was closed. I tried to trade my car in about a month ago and they printed me out a credit report from the three bureaus and it’s like it doesn’t exist, and I have never missed a payment or been late and my credit has depreciated because of it!! And I have been pursuing this issue for three years and to this day 8/7/2024, they have never resolved it!!!!

  Business response

  08/12/2024

  After research, we have found that on 2 separate occasions (May 2023 & June 2024), GECU submitted 2 credit corrections to all 3 credit bureaus, but if the members complaint is accurate, neither one has taken hold on the credit bureau reporting side and is not accurately being reported monthly. We have brought in our systems team to dig into the issue and locate a root cause. With that said, the team may not have an answer by the current due date of 8/14 based on the complexities, potentially looping in each credit bureau to review the systems situation from their side, run testing on the 2 submissions, etc. Please advise if the due date can be extended so that GECU can perform a proper investigation.

  Customer response

  08/12/2024

  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 have tried to resolve this for 4 years, and I’ve never gotten a response or any action taken immidiately until now. I do not mind extending the due date but I have been waiting for this for long enough, and nobody has ever called me and updated me, and in the past when I have called u guys have said it was fixed 3 times 100% and it still has not been fixed, so atleast in my opinion I shouldn’t of had to wait this long and resort to this to get action taken. I would like a person to call me and discuss this. Thankyou!!
  
  Regards,
  
  ***** *******
  

  Business response

  08/23/2024

  8.20.2024
  
  
  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,
  *** ******* requests a correction to his credit report stating that he purchased a vehicle in 2021 and
  GECU has not reported this to the credit bureaus. *** ******* states that he has never missed a
  payment or been late and that his credit has been depreciated because of this.
  
  After research, GECU has determined that the loan in question has been paid as agreed for the life of
  the loan. Due to an account flag that was required to be placed on the loan, the loan history has not
  been reported to *** *******’ credit. A modification was submitted to the credit bureaus in May 2023
  and June 2024; however, the required account flag will not allow these modifications to remain. ***
  ******* has recently spoken to the GECU Relationship Care Manager, and an active resolution is being
  pursued. Additional details and resolution options will be communicated directly to *** *******.
  
  At this time, we have addressed our members’ complaint, and consider this matter closed.
  
  
  Sincerely,
  
  
  
  Nicholas M*****
  Chief Delivery Officer
  ###-###-####
  *****************************

• 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

  06/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lost my car insurance coverage because the company had some changes. General Electric Credit Union informed me that they added the insurance amount to my balance for six months without offering any payment arrangement options. I have consistently paid $303 every two weeks to meet my monthly car payment obligations. Despite calling General Electric several times, I was not given any options to resolve the issue. Now, General Electric is reporting that I am making late payments to the credit bureau, which is damaging my credit. I requested proof that if the insurance was not provided it would be applied in this manner, but no one could provide that to me. I am requesting that the company provide proof that I owe this amount. If it is indeed owed, I am asking for the opportunity to pay the original amount owed and to correct the late payments that were reported. I have a good payment history, and the company is unfairly damaging my credit and adding unnecessary fees to my account. The current balance is showing $2442.08.

  Business response

  06/26/2024

  6.26.2024 
  

  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 ****** *****. In the complaint, *** ***** states that GECU added an insurance amount to the loan balance and no options were given to resolve the issue. *** ***** is requesting GECU provide proof that the amount is owed, and if it is owed, provide options to pay the original amount and correct late payments that were reported. 
  

  It has been determined that this complaint is related to a loan for a **** **** ********. The loan agreement requires *** ****** to maintain sufficient insurance coverage on the vehicle for the life of the loan. When a borrower does not have satisfactory coverage on the vehicle, GECU can purchase a Creditor Placed Insurance (CPI) policy, and the monthly loan payment may be adjusted accordingly. 
  

  After research on *** ******** loan, on 7.3.2023, GECU received a policy cancellation from Esurance Property and Casualty with an effective cancellation date of 6.30.2023. GECU communicated with *** ***** regarding this cancellation via email, text messages, and mailed letters on the following dates: 7.11.2023, 7.18.2023, and 8.8.2023. This communication requested proof of current insurance to avoid CPI being placed on the loan. On 9.19.2023, after updated insurance was not received, GECU added a 12-month CPI policy to the loan totaling $4,498.00 covering 6.30.2023 through 6.30.2024. On 2.14.2024, GECU received new insurance documentation with an effective start date of 12.22.2023. *** ***** was advised on that day that there was still a gap in insurance coverage from 6.30.2023 through 12.22.2023. With this new insurance documentation, a partial CPI refund in the amount of $2,347.00 was issued. A copy of the mailed letter explaining this refund and the remaining premium owed is attached. 
  

  If proof of adequate insurance is provided to GECU covering the insurance gap dates, the remaining CPI balance will be refunded. If proof of insurance is received for those dates, any late fees or payment delinquencies specifically because of CPI will receive a manual review. Alternatively, if adequate proof of insurance covering the missing dates is not provided, the following payment options are available; the first option is the applied default option: spread the CPI amount over 12 months and the monthly loan payment will be adjusted accordingly, pay the CPI balance in full, or apply to have the CPI balance spread over the life of the loan as a loan modification. At this time, the default option was applied, and the new monthly payment amount is $791.01. The next payment due date is 4.20.2024. If *** ****** has any additional questions, please contact Loan Operations at ###-###-####. 
  

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

  Sincerely, 
  
  Nicholas M***** 
  Chief Delivery Officer 
  ###-###-#### 
  ***************************** 
  ###-###-#### | ###-###-#### 
  

  
  

  Customer response

  07/02/2024

  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.

  The default payment option was not applied because my current balance is $2442.08. It should be $809.50 owed. One month owed, plus the default payment plan amount. I received a call from a representative who transferred me to the loan department. The loan department told me that the options provided to me were not a guarantee and that they would have to qualify me based on a credit check. This goes completely against my request.

  I am specifically requesting the following:

  1. Signed proof that I agreed to the insurance to be added to my account this way. 

  2. Correction to the late payment on my credit. I continually paid my car payment on time. I paid $200 extra for over a year and was told that went to interest but did not get me ahead of my payments. The money essentially disappeared.

  3. If I signed stating that the insurance would be applied to my account this way and the money is actually owed, I would like the default 12 month option without conditions of the credit check.

  Best Regards,
  
  ****** *****
  

  Business response

  07/18/2024

  Supporting documents have been added to go along with response details.

• 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
  ###-###-####
  *****************************
  

  
  

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