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Initial Complaint
02/04/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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,

****** ******
Initial Complaint
01/14/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was contacted in November 2023 from the ********* branch stating that I owed for October still in order to back repossession off my car note is 435 a month in November I made a payment on 13th, 15th and the 30th which the total for all 3 of those days came out to $780 dollars I then made another payment on December 1st which was 155 dollars the collections lady told me I was all caught up and that I could call and ask to skip a payment for December if I needed to since I was all caught up. Well my car was just repossessed at my job this past Friday 01/12/2024 I called the ********* GECU branch she told me to call back at 4 because the repo guy haven’t contacted them yet. I called back at 4 nobody ever picked up I stayed on the phone waiting for 1h 30min I eventually hung up cause it states they close at 5 and it was way past that time even though I called back at 4 like she told me to do. I called the ********* branch Saturday morning collections didn’t answer they called me back and told me I owe 1,800 dollars in car payments which she stated it’s high because Id have to pay up to March then an extra 1,000 which is repossession fees and gecu fees she stated. That’s 2,800 dollars total I feel as though my car was wrongfully taken and that I was getting lied to which screwed me up in the end. And they knew I wasn’t able to get into my account because they locked it so I couldn’t see anything I asked for statements from them showing all of the money I was sending them I never received it. Please help me thank you ????
Business response
01/19/2024
1.19.2024
General Electric Credit Union
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:
*** **** states that after paying a total of $780 via three installments in November 2023 that the loan should have been current. The vehicle was then repossessed on 1.12.2024. *** **** also speaks to communication delays after the vehicle was repossessed as well as the amount of fees caused by the repossession.
After researching the loan payment history, the initial delinquency started in May of 2023. On 11.13.2023, *** **** spoke to the Collections Department and a three-payment plan was established to pay $300 by 11.13.2023, $400 by 11.14.2023, and $101.99 by 11.21.2023. $300 was paid on 11.13.2023 and this applied toward the payment due on 8.18.2023. $350 was paid on 11.14.2023 and this completed the 8.18.2023 payment and the remainder applied toward the payment due on 9.18.2023.
On 11.21.2023, *** **** spoke to the Collections Department and a two-payment plan was established to pay $150 by 11.22.2023 and $134.66 by 11.28.2023. A payment was attempted in the amount of $134.66 on 11.28.2023. This payment was declined. $130 was paid on 11.29.2023 and $154.66 was paid on 11.30.2023 both of which applied to the payment due on 9.18.2023.
On 11.30.2023, *** **** spoke to the Collections Department and a two-payment plan was established to pay $154.66 by 11.30.2023 and $676.07 by 12.14.2023. *** **** spoke to the Collections Department on 12.9.2023 and a two- payment plan was established to pay $646.70 by 12.19.2023 and $646.70 by 2.16.2024. GECU has not received a payment since 11.30.2023. When the vehicle was repossessed on 1.24.2024 the loan was due for 10.18.2023.
On 1.13.2024, *** **** spoke to the Collections Department. At that time, *** **** was provided with the redemption amount and information regarding how to make the payments. If *** **** would like to discuss the loan or if further information is needed, *** **** can contact the Collections Department directly at ###-###-####.
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
###-###-####/###-###-####
***********************************
###-###-#### | ###-###-####
Initial Complaint
01/12/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Starting December of 2023, I began being charged an Insufficient Funds Fees of $32 by GECU when the mobile app clearly displayed I had a positive balance of almost $1,000 in my business checking account. On the date of the first $32 Insufficient Funds Fee 12/28/23 my balance was not negative. I had a check that was already cleared and used to cover these planned expenses. It even showed a positive balance. I called customer support, but was told that I needed to come into the bank to know my exact balance, which because I was out of town, defeats the purpose of the mobile app entirely. This began a cascade of $32 charges almost daily with zero communication from GECU, while these charges racked my checking account I was out of town for work before catching it. On my side, these mistakes were impossible to detect via the app. In a small two week period that total increased to $1,000 or (30+ occurrences with virtually no alerts from the bank), and being hung up on multiple times from customer support. My business vendors using ***** (which at times I have to make multiple a day) were denied the money & ***** repeatedly ran the transactions. Instead of communicating with me, or *****, GECU continued to facilitate these repeated attempts (charging $32 each time) Because the GECU mobile app was inaccurately displaying this information they kept charging me the $32 without an alert or any oversight AND clear miscommunication with the bank & third party vendor (*****). It continued to do this for EVERY transaction that was made over the next 2 weeks, even after depositing cash multiple times to cover the fees. In total it was around 30 transactions ($1,000+). I am being told (after requesting a refund) I can only be refunded for 3 of these a YEAR!!! At this point I have absolutely ZERO trust in GECU to use them, or deposit more money into this predatory bank. Instead of refunding me for their mistake, they are unfairly charge me with no accountability.
Business response
01/18/2024
1.18.2024
General Electric Credit Union
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:

*** ******* states on 12.28.2023 he was charged insufficient funds fees of $32 when he thought he had a positive balance of nearly $1,000 in his account. *** ******* states this occurred over 30 times for nearly $1,000 in fees as the fee was assessed for each transaction that was processed during the period with no communication from General Electric Credit Union (GECU). *** ******* states that he uses a third party for vendor for many transactions on this account and he states there was miscommunication between GECU and this vendor.
After research, GECU has determined that on 12.28.2023 the account in question had a balance of $1,147.01, however, only $417.37 was available because there was a pending transaction from ***** ***** for $729.64. That transaction was already authorized but had not yet been processed. From there, three external withdrawals posted for $179.43, $99.79, and $49.28 leaving an available balance of $88.87. As the remaining charges tried to process, the items were returned, and fees were assessed because the available balance was less than the attempted transactions.
On 1.08.2024, *** ******* opted into the low balance alert option to assist with this situation in the future. GECU reversed $96.00 in fees as a courtesy to *** ******* on 1.10.2024. On 1.16.2024, *** ******* spoke with a GECU representative and opted in for the GECU courtesy overdraft. With the large number of transactions on this account, GECU recommends that *** ******* keep a running ledger of all transactions to have an accurate real-time balance.
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
01/18/2024
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 because:
1) It was not possible to use the GECU app to determine my balance (which is what the app is advertised for).
2) Going to the ATM after hours did not show my true balance either because a check withdrawal was pending, but was not shown in my account or online. This caused the miscommunication, and the initial set of $32 overdraft fees.
3) Despite my repeated efforts, there was no way I could have known that my balance was less than $1,000.
4) GECU recommends I keep a physical ledger, but the problem lies within their app and overdraft policy.
4) There was no communication or alerts of any kind to notify me on the part of the bank when the $32 charges started happening. Not from a business banking representative of any kind.
5) There was no communication on over $950 of overdraft fees. There was only communication when I called for multiple days.
Because of these reasons:
I believe the negligence falls on the shoulders of GECU and they should compensate me fully for the $900-1,000 instead of only 1/10th of that.

Regards,

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

Business response
01/23/2024
1.23.2024
General Electric Credit Union
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.
*** ******* did not accept the original response from General Electric Credit Union (GECU). *** ******* states that it was not possible to determine the balance through the app and that there was no communication or alerts regarding the charges.
After reviewing *** *******'s account, GECU has determined that the fees were caused because the available balance was less than the attempted transactions. In reference to the mobile app specifically, the balance shown on the app will not always display outstanding written checks, previously approved auto payments, or debit card authorizations depending on the time it takes the merchant to process the transaction. Because of this, GECU recommends keeping a ledger to ensure that there are funds in the account to cover all initiated transactions.
GECU has approved waiving five additional fees since the response written on 1.18.2023. This totals eight fee waivers in the amount of $256.00. The fees waived were for the original eight fees assessed when the account initially showed negative on 12.28.2023. *** ******* then brought the account to a positive balance on 12.31.2023. Since the time of the original occurrence on 12.28.2023, *** ******* has signed up for courtesy overdraft and has also activated alerts through the app.
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
###-###-####/###-###-####
***********************************
Initial Complaint
01/11/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please explain why after only missing one credit card payment was my credit card “closed”. I have not missed any other payments and it is ridiculous. policy states credit cards will not be closed until after six months. I have been with GE for almost 30 years and have never had any prior issues. Also, the cross collaterlization is bs and shouldn’t be in “fine print” on vehicle loans like it is.
Business response
01/12/2024
.
Customer response
01/14/2024
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.
While I appreciate the response, I had previously been in contact and explained the situation regarding medical emergency issues I had been having. I have been with GE for almost 30 years.

Regards,

**** ****

Business response
01/19/2024
.
Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10-31-23, I opened a new money market account with GECU. I was told at that time, that the interest rate would be fixed at 5% for the first 6 months. On 11-21-23, I added $40,000 to this account believing I had 5 months remaining at the 5% fixed rate. This week the interest rate was reduced to 4.5%. When I contacted them, I was told that I was given the wrong information and the interest rate was variable and not fixed for the first 6 months. I was only offered only an apology over being misinformed and there was no way to be compensated for money lost, and income not earned moving forward. I believe I am owed more than just an apology.
Business response
01/12/2024
1.12.2024

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. *** *********** mentions he opened a money market account in October 2023 at an annual percentage yield
(APY) of 5.00% fixed for an introductory 6-month period. *** *********** advised he was informed by a GECU
team member in January 2024 that the APY was being reduced to 4.50% because it was a variable yield. Mr.
*********** is requesting GECU to honor the original terms provided to him at account opening.

After researching *** ************* concern, we have found that there was a system error that caused the APY to be
reduced which caused the team member to misinform *** *********** about the terms of the account. GECU can
confirm the introductory rate is fixed for the full 6 months as long as at least $25,000 is retained in the account which it
was in this case. As of the date of this letter, GECU has adjusted *** ************* Thrive Money Market account back to
the introductory fixed 5.00% APY and this will be in effect for the duration of the 6-month term starting at the contract
date in October 2023. December 2023 interest was posted at an APY of 5.00%. When January’s interest is posted at the
end of this month, this will also reflect at an APY of 5.00%.

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
###-###-####/###-###-####
***********************************

.
Initial Complaint
01/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought a ****** for my son last Christmas, I filed a dispute due to lack of communication with the merchant. He gave me a conditional credit, the merchant contacted me, we worked it out, I got my product. Called ge to cancel dispute. Credit was re applied to the account. Two days later the merchant charged my account again. Tried called ge about it. For the last year I’ve been sending statements and pointing out there’s an extra charge. They even acknowledged there was a billing error but refused to give credit, every person I called said they can see the error but wouldn’t do anything about it. Note I was just notified that im stuck paying a 2500 charge that’s not mine. No recourse. I can not pay it or my credit is ruined, can’t get an attorney cause I’ll be out the same money.
Business response
01/12/2024
1.12.2024
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. *** **** stated he bought an item and filed a dispute for this purchase. He stated he was given conditional
credit by the merchant, he received his product, and he called to cancel the dispute. *** **** was then charged
by the merchant for a second time. *** **** stated he contacted General Electric Credit Union (GECU) and is
requesting a credit for the merchant billing error.
GECU has researched this complaint and determined that *** **** opened a dispute on 1.24.23. Additional information
was needed before the dispute could be processed. Letters were sent to *** **** on 2.1.23, 2.22.23, and 3.21.23
requesting this additional information. When this was not received, a “Claim Denied – No Information Received” letter
was sent on 4.4.23. *** **** provided some of the requested information on 7.10.23, however, the transaction was
past the timeframe for a dispute to be processed. A letter explaining this was sent on 7.18.23. The date for the
transaction in question was 1.19.23. A dispute must be processed within 120 days from the date of the transaction. The
additional information received in July of 2023 was past the allowable timeframe to process a dispute.
At this time, we have addressed our member’s 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
01/18/2024
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 was ongoing since the original dispute was filed. I would send files and speak with different managers that said they would respond and never did. The fact they can say oh we know you where charged in excess of 2500.00 with fees and interest fraudulent or in error but we are not doing anything about it. That I’m stuck paying for an error on them? I have been in contact with he and **** for over a year!! And they drug it out and now say it’s past the time? Every manager I speak with and show the info to can see the error and said yeah you should be credited. But I’m not. It’s not like I shouldn’t pay it since it will ruin my credit if I do that.
The would send letters like you should speak with the merchant. The merchant is out of business and knew this. **** is supposed to have purchase protection with issues like this.
Regards,

****** ****

Business response
02/07/2024
2.07.2024

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. After reviewing the response from General Electric Credit Union (GECU), *** **** states that he is not satisfied
with the response. *** **** speaks of being charged more than $2,500 in fees and interest in error and believes **** has purchase protection for issues like this.
After looking at the complaint details again, *** **** opened a dispute on 1.24.2023. Per **** guidelines, the dispute timeframe is 120 days from the transaction date; the transaction date was 1.19.2023. Due to the nature of the filed dispute, additional information was required to pursue the chargeback. This additional information was requested via letters on 2.22.2023 and 3.21.2023. An additional letter was mailed on 4.4.2023 stating that if the information was received within the required timeframes, the claim would be reviewed for applicable recovery rights under **** regulations. In the absence of the information needed to process the request, the claim was denied.
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
02/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

in response to their letter stating that they had 120 days from the moment of dispute, I was in contact with them several times in January February March, April I even contacted the physical bank about it. They kept sending letters that it was already done and that I had already got a credit for it. They had no idea what I was talking about. Then I got a letter that says we do know that there’s a billing error but we just can’t fix it. This is $2500 that is built up with interest on the account that is fraud. I pointed this out, went to the bank several times everybody that looks at the account and looks at where it’s fraud. They understand that. Yes this was added to the account in error . It is taken over is taken over a year because I keep getting the runaround from the GE they can look at their phone records and see how many times I’ve called them I sent copies of statements and March again in May I went to the bank in June and had them email the copy of the statements and everything in June. I did it again in August I got the bank involved again in August with no response from GE saying oh there’s nothing we can do. This has been drug out by GE and I think it’s drug out on GE on purpose because they can’t get their money back from the closed business that took the money. The billing air that the bank, the physical bank couldn’t even find, was pointed out when we pulled up the statements in January and February statements that shows that it was credited back to the company, but charge to my card, and then a second charge was put in so I was credited the account it was charged in December credited for the original dispute. They gave the credit back in January to the company and then the company charged me again for the $2500, this is a substantial amount of money that I’m stuck paying because the bank doesn’t want to do an honor the **** payment protection
Regards,

****** ****
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 a response from ****** ***** ****. *** **** states that he is not
satisfied with GECU’s response. He writes of being charged twice by the merchant and believes **** has protection for
issues like this.
After further research, it has been determined that *** **** started a dispute on 1.24.2023. Per the dispute guidelines,
the dispute timeframe is 120 days from the transaction date which was 1.19.2023. Due to the nature of the filed
dispute, additional information was required to pursue the chargeback. This information was not received in the
applicable time frame; therefore, the claim was denied. Upon further research, it was found that multiple disputes
were filed which caused confusion regarding what was needed to process each individual dispute. Based on the
conversations with *** **** across the entirety of the dispute process, including after the 120-day timeframe, it has
been determined that GECU will credit the account the full transaction amount of $2,472.38. In addition, GECU will
credit the account $259.60 of accrued interest.
At this time, we have addressed our members’ complaint, and consider this matter closed.
Sincerely,
Nicholas M*****
Chief Delivery Officer
###-###-####
*****************************
Customer response
03/04/2024
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
12/04/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a loan with this credit union as i am a cosigner on an automobile loan for my son. i was left several voicemails to return a call to Tanya at GE Credit union with no other details. At the same time my son had recently changed insurance carriers and i was receiving emails from them regarding needing updated insurance information so i assumed the calls were related to this so i relayed to my son to call in his new ins information. i did not received any correspondence that he had missed payments and they were initiating repossession of the vehicle. so on Thursday Nov 30 a repo guy came to my home and picked up the truck. I called the collections department first thing friday morning to take care of the situation. I called several times beginning at 9 am and left voicemails several times not receiving a call back. i finally got someone to answer the phone and was told that the recovery service had not turned in the documentation that the vehicle was picked up and to call back in a couple of hours i did that for the remainder of the day. in the meantime i called the recovery company and they received confirmation that the bank has received the documents at 11:08 am. I left several messages and finally got through to a rep and was told at 3pm they still had not received the info that i know they did. now trying to get the issue resolved and spending all day trying to get through i was finally told by Jane at 4:20 that i would have to send a moneygram to the bank as well as proof of insurance and they close at 5pm. now it is monday and the insurance has been updated and the money sent via moneygram and i have spent several hours trying to get someone to answer the phone. it is now 11:46 am and one of the reps that i left a vm for just called me to tell me that they cannot see the money has been received yet and to call back in a couple of hours.... on Friday Jane told me it was an instant transfer and they would see it right away and would be able to send a letter to the recovery company to release the truck. i am still waiting..... customer service is a joke with them. i will never use the GE credit union again to finance anything!
Business response
12/20/2023
.12.20.2023

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:

• *** ********** is a signer on a vehicle loan with her son with General Electric Credit Union (GECU). The vehicle
was repossessed on 11.30.2023. She states that she received calls regarding a change of insurance, however,
received no correspondence regarding the past due loan payments causing the repossession. Once the vehicle
was repossessed, she also mentions delays in catching up payments and obtaining the vehicle back from
repossession.

Payment delinquencies started to occur as of the 11.07.2022 payment. Beginning on 11.25.2022, GECU regularly
reached out via mailed letters, phone calls and voicemails which increased as the delinquency continued. GECU had
several conversations with *** ********** and *** ********** regarding the loan on 2.10.2023, 2.11.2023, 4.10.2023,
7.14.2023 and 9.11.2023. GECU was alerted there was no active vehicle insurance on 8.24.2023, so the correspondence
from that point spoke to both delinquent payments as well as the need for updated insurance. A log of phone calls,
emails, voicemails, and any additional communication can be provided upon request.

The vehicle was repossessed on 11.30.2023. *** ********** called GECU multiple times on 12.01.2023. When
voicemails were left on that day, GECU returned those phone calls. When *** ********** was able to contact a
representative, GECU confirmed we were waiting for the repossession company to complete their process and provide
the invoice so GECU could provide a payment amount to *** **********. This invoice was received mid-afternoon on
12.01.2023. At 3:12pm on 12.01.2023, GECU provided *** ********** with the amount needed to halt repossession and
retrieve the vehicle. GECU explained that the vehicle would not be released until the funds were received. GECU
received the requested funds on 12.04.2023 and called to authorize release of the vehicle the same day.

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
###-###-####/###-###-####
***********************************
Initial Complaint
12/03/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We’ve been doing business with GECU for a car for 2 years now. They have been over charging us this whole time. I have reached out to their customer service a couple of times & no one has helped or fixed the issue. I will never bank with them again.
Business response
12/19/2023
.12.19.2023

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 **** ****** stating in summary:

1. We’ve been doing business with General Electric Credit Union (GECU) for 2 years now. They have been over
charging us the whole time.

After reviewing *** ******* membership, we see one open auto loan, so we are going with the assumption this is the
account in reference. This loan was opened on 7.03.2021 with a first payment due date of 8.17.2021. This first payment
was made on 8.17.2021. The second payment was due on 9.17.2021, and was paid on 10.07.2021. GECU has a 15-day
grace period on this type of loan, however, the second payment was made outside of that grace period, which caused a
$30 late fee. This late fee was charged any time a payment was received outside of the 15-day grace period.

Below are the first 6 months of payments as an example and a full history can be provided if requested by *** ******.
With the complaint not referencing the loan account number, we believe these are the details in question, however,
we can provide further information if needed.

Payment due on 9.17.2021 - paid on 10.07.2021
Payment due on 10.17.2021 - paid on 11.08.2021
Payment due on 11.17.2021 - paid on 12.09.2021
Payment due on 12.17.2021 - paid on 01.10.2022
Payment due on 1.17.2022 - paid on 02.09.2022
Payment due on 2.17.2022 - paid on 03.09.2022

The latest payment GECU received was on 12.11.2023, however, that payment was for the due date of 11.17.2023. As
of the date of this letter, the regular payment amount is due for the 12.17.2023 payment. If *** ****** does not pay
this amount within the 15-day grace period from the due date of 12.17.2023, a late fee will be incurred.

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
###-###-####/###-###-####
ashley.****************************
Initial Complaint
12/01/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My son ******* ****** took out a loan with GE Credit Union for his Jeep. His insurance lapsed from August 2022-January 2023. They attached their CPI insurance to his account. In January I then got him reestablished with insurance and notified GE. He then started getting notices threatening repossession. We contacted them immediately and we spoke with a guy named Derrick in March or April. He was very helpful. He gave us two options. He said we needed to make a payment that day which we did, and another payment that Thursday which we did and we can do a CPI spread to break up the payments. Which I don’t know how 5 months equated to $2138 but I digress… he stated the other option was to pay $655 a month until August then we would be all caught up. My son decided on the second option son he can get it taken care of. In August we got another notice stating he owed $1400 and threatened repossession again. We were extremely confused so we called and talked with a lady there that informed us Derrick was no longer employed there. I then explained the situation and she said that’s what was remaining and we still had to pay it. I asked about the CPI spread and she said because it was too low of an amount that he would not qualify for the spread. She also told me that GE was not going to worry about it they know it’s CPI. He has made every single payment with the exception of October because he wanted to pay it all off. They repossessed the jeep anyway with no notice or attempts to contact us. I asked someone to listen to the recordings and follow back up with me. I have called at least 4 times leaving messages and no one returns my calls. We just got a notice the plan to auction the vehicle. This is a young adult and they are destroying his credit and have proven impossible to work with! I also have asked multiple times for details on the CPI coverage because the amount seems exuberant.
Business response
12/19/2023
.12.19.2023

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. ******* ****** submitted a written complaint for her son, ******* ******, in which she speaks of late
payments and forced placed insurance on his auto loan with General Electric Credit Union (GECU).

Unfortunately, *** ****** is not the account holder. GECU cannot provide details of this loan to anyone except
******* ******. GECU received what looks to be an authorization signed by *** ******, however, GECU would like to
work directly with the account holder.

Please have ******* ****** call ###-###-#### to discuss the loan in question or *** ****** can submit the complaint
directly with his contact information and we will be able to provide further details.

At this time, we have addressed this concern 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
12/20/2023
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.
******* has given authorization and we have multiple interactions. While we did eventually get to speak with someone and save the car from repossession the initial requests were never addressed. We asked multiple times for someone to review the audio recordings and the misinformation we were given and have it addressed. No one ever did and no one seems to care… We were forced to pay additional fees we were not prepared to pay and at Christmas time and not one single person put in any effort or any care for our situation with the exception of Derrick in the original call back in April or March, when apparently he didn’t give us correct information according to one person we spoke with. We were also accused of trying to hide the car should anyone have tried contacting us to let us know we were in danger of a repossession… This by far is the worst experience we have had with any bank EVER! And once he’s able to clean up his credit, since they have marked him as not making any payments for over a year (not true), we will refinance it elsewhere and never recommend this bank to anyone. It’s been atrocious customer service experience and an absolute rip off!
Feel free to reach out to ******* directly if you like. His phone number is (513) 374-1478. However I suspect no one will as they appear not to care about their people. As has been evident during this process.
we have also asked for the payment history to be sent to us and two times they promised to send it and we still have not received the payment history as of date…
There seems to be zero follow through with this organization and zero communication and consistency with them as well.
Regards,

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

Business response
12/28/2023
.12.28.2023
General Electric Credit Union
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 complaint from ******* ******. In it they state that:
1. ******* ****** submitted a written complaint for her son, ******* ******, in which she speaks of late
payments and forced placed insurance on his auto loan with General Electric Credit Union (GECU).
On 12.28.2023, GECU's Senior Vice President of Collections contacted ******* ****** directly to address the current complaint.
During this conversation, ******* ****** confirmed he has no outstanding questions or concerns for GECU.
At this time, we have addressed the loan directly with our member and consider this matter handled. Please let us know if further information or supporting documentation is required.
Sincerely,

Ashley C*********
Chief Member Officer
###-###-####/###-###-####
***********************************
Initial Complaint
09/16/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
So I bought a **** ******* ****** from ***** ******, maybe a couple months with having the car the coil packs started to go out in it that made it not drivable because there wasn't enough speed. There are four of them and the others went out after two of them was fixed, then the O-rings had to be replaced in the engine. And within the last month multiple errors started coming up on my car and the battery kept being drained, I replace the alternator and the intake camshaft sensor to no avail because they kept coming up.. all these problems have caused me to fall behind and had to find alternate rides to work sometimes using **** . I lost my insurance on the car because of it and then there was a safety recall that was done on the car because the car could easily be stolen and not many companies would insure it. So General Electric Credit Union even after me talking to them and told them my issue forced insurance on my car that made my payments for $400 higher than the original payment that didn't even cover me just them.. I also kept getting letters in the mail how they tried to contact me and couldn't but I've been in touch with them every week since all this started.. from them raising my car payment has caused a 30-day late on my credit report and even though I have insurance on my car now they're still not willing to help me get my payments back on track and not them not making me pay them higher payments from when I got insurance on my car until present. I just want to know is there some way I can fight this and get some recompensation back from this company..
Business response
09/25/2023
September 22, 2023

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 ***** ******:

• *** ****** had a lapse in insurance due to issues with his car being under repair. Due to this, he was unable to
pay for insurance on the vehicle, so the policy was cancelled.
• He also states that he has been unable to receive assistance getting a credit for or lowering of his monthly
payments from the lapse in insurance.

After reviewing the account, we can verify *** ****** contacted us on 5/25/23 regarding issues with his vehicle
insurance. On this call, the member was informed that his current Collateral Protection Insurance (CPI) policy, which
began on 2/14/23, was $2,656 for one year of coverage, and was due to us not having proof of insurance. We advised
him that once he gets insurance on the vehicle, he will still be responsible for the balance of the CPI policy covering the
time period of the insurance lapse. However, if he can provide proof of coverage for any period the CPI policy covers,
he can receive a pro-rated reimbursement for that period which would be credited back to the loan. We also informed
him that after the refund, he could apply for a CPI spread. A CPI spread will take the total remaining owed and spread it
over the remaining terms of the loan, as opposed to the standard one year it is applied to. This in turn will help lower
the payments. At this time, we’ve confirmed that there is a valid KY Farm Bureau policy on file which was effective on
9/8/23, resulting in a lapse between 2/14/23 and 9/8/23. *** ******** loan has now received a refund of $1,157. As of
the date of this letter, *** ****** owes $172.35 to be current for the 8/28/23 due date. With the remaining CPI policy
on the loan, the new monthly payment is $513.11. Since the refund has been applied, the member may contact our
Loan Servicing Department at ###-###-#### to apply for the CPI spread to further lower the monthly payment. Since
there was a genuine lapse of insurance, there will not be a courtesy credit modification, but we have decided to refund
a $30 late fee to *** ******** loan as a courtesy.

At this time, we have addressed our member’s 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
09/29/2023
Sorry so late for my response, I work a lot and usually busy outside of work..
So Ashley, I appreciate you responding.. but what I'm seeing is everything that I said in my first complaint is that I've been in contact with you and let you know everything about the car and what's going on with the insurance and all you can talk about is your policy and how much my payments are now but no way to help me as a customer, that is messed up Ashley because how is someone going to be able to get insurance back on their car when not a lot of companies will put insurance on the car because of a security recall when it's broke down and then got to pay to fix it and doing all that with you raising my payments.. the timeline shouldn't matter when I'm trying to get caught back up and I finally did..
My stuff's together and I won't get behind again and I will never use your bank again, all I ask is that you start doing your customers better as a bank and stop trying to line your pockets..

***** ******

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