ComplaintsforUniversal 1 Credit Union, Inc.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  December 20th, 2023 Universal 1 Credit Union repossessed my vehicle through Relentless Recovery. Called them and are claiming that my account is past due by 3 months. My records which are paper quarterly statement from Universal 1 Credit Union as well as bank statements do not indicate that I have missed a payment or have an outstanding balance other than that of Nov 2023. Account past due balance is $827.49 Also asking for a cash bond of $551.66 $50.00 lat fee and $350 for expenses incurred. Relentless Recovery aslo charged me $50.00 to retrieve my personal property from my vehicle and are wanting an additional $150.00 plus $25.00 a day once the credit union releases my vehicle. The total amount Universal 1 is seeking is $1,454.15 at this time I can not accurately give a total from Relentless but as of now it is $350.00 minimum. They are giving me until January 10th to pay this amount or I lose my car. Universal 1 has made no attempt in the past 12 months to inform me that my account was default and past due. All records that I have available indicate at the time of repossession my account was only outstanding as of 30 days in the amount of $275.83 I would like to get my vehicle back and pay November and December bill which would be a total of $551.76. Thank you, ***** *****

  Business response

  01/10/2024

  Dear *** *****,
  
  We have received your recent complaint to the Better Business Bureau and would like to respond to your statement.
  
  Our records indicate that the last time you made an on-time, contracted payment was July 21, 2022, which advanced your next payment date to August 25, 2022.  You did not make your August 25, 2022 payment; however, we did receive a payment on September 20, 2022.  This missed payment put your account 30 days past due.  You made payments each month afterward but did not make up for the missed payment, so your account remained past due.  On July 21, 2023, you made a payment (to pay your June 25, 2023 payment) using our check by phone service.  We had to return that payment because the account information you provided was invalid.  At that point, your account became two payments past due (or 60 days delinquent).  You continued to make payments in August and September of 2023; at that time, due to your account status as 60 days past due, our Credit Solutions team reached out to you to see if we could assist with bringing your loan account back to a current status.  After a few attempts, we reached you on October 26, 2023, and you paid $280.83 over the phone for your August 25, 2023 payment.  During that call, we asked when you could make your next payment (September), and you said you would call back and speak with a manager.
  
  We made phone calls on November 9, 14, 21, and 27; and December 5, 14, and 19.  Each time, your voicemail box was full, and we could not leave a message, but we did send a follow-up email each time.  Since we had no contact from you and had not received any more loan payments, we contacted Relentless Recovery and assigned your auto for repossession on December 21, 2023.  Relentless picked up your auto on December 22, 2023.
  
  As of now, you are due for your September 25, 2023 loan payment and fees associated with the repossession of your vehicle.  If you wish to discuss this further, you can reach me at ***** ********, extension 152.

  Customer response

  01/17/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They have processed my payment upto 3 weeks after i call in and authorize it multiple times and have brought that to their attention. In which their response is that they did not do this. I had to call in 4 different times in jult 2023 to get the payment processed which they did not take out of my account until Aug, which i was then charged a $75.00 late fee. My phone records and bank statements can reflect the delay in the processing in payments. I have been charged late fees numerous times even thoigh i jave made payments on the due date or within the 5 day grace period. At the time the vehicle was repossed the only payment i had missed was Nov of 2023. I had made 10 monthly payments throughout the year of 2023. I shoukd not be held liable for the delay in time of the funds being processed by Universal 1 and be considered paying late and charged a late fee.
  
  ***** *****

  Business response

  01/22/2024

  *** *****,
  We have provided a response to each of your concerns below.  For clarity, we have numbered your comments to align with our responses to Complaint ********.

  1. They have processed my payment upto 3 weeks after i call in and authorize it multiple times and have brought that to their attention. In which their response is that they did not do this.

  U1CU Response:  A payment was processed for you on July 21, 2023, for your June payment due. This payment was returned as invalid on July 25, 2023. We explained this to you on August 11, 2023 when you called to inquire about the payment. At that time, we processed another payment for you and informed you that you were now due for your July payment (since that payment was the June payment). You indicated you would call back on August 20, 2023 to make the July payment.

  2. I had to call in 4 different times in jult 2023 to get the payment processed which they did not take out of my account until Aug, which i was then charged a $75.00 late fee. My phone records and bank statements can reflect the delay in the processing in payments.
  

  U1CU Response:  Our phone records indicate you called one time in July (July 21). After research, it appears we charged a $50 late fee on that payment when it should have been only $25, so we will credit your loan account $25.  The payment delay from your account was due to the returned payment and the re-processing of your payment when you called on August 11.

  3. I have been charged late fees numerous times even thoigh i jave made payments on the due date or within the 5 day grace period.
  

  U1CU Response:  Correct, you are making monthly payments but you have been 30 days past due since you missed your August 25, 2022 payment, and did not bring it current.

  4. At the time the vehicle was repossed the only payment i had missed was Nov of 2023.
  

  U1CU Response:  As previously mentioned, you missed your August 25, 2022 payment, which put your account 30 days in arrears, at that time.  Your July 21, 2023 payment (due for June 25, 2023) was returned as invalid and when you made the August 11, 2023 payment, your account was then due for July 25, 2023. You have only made two more payments and your loan is now due for September 25, 2023.

  5. I had made 10 monthly payments throughout the year of 2023. I shoukd not be held liable for the delay in time of the funds being processed by Universal 1 and be considered paying late and charged a late fee.
  

  U1CU Response:  Excluding the July returned payment, you made nine payments in 2023. We have not received any payment from you since October 26, 2023, which made your new due date September 25, 2023.

  As of now, you are due for your September 25, 2023 loan payment and the fees associated with the repossession of your vehicle.  If you wish to discuss this further, you can reach me at ***** ********, extension ***.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to make a payment on my vehicle that I am 52 days behind on. They have my online account locked to where I have to call and make a payment. They will not unlock the account for me to make a payment. I am currently working underground from 8am to 6pm for the next month and can't makes calls during that time. They operate during the hours I am underground but still insist on me calling to make a payment. Is there anything you can help with on the matter or will this be between me and the business? This is crazy I've never seen a business not want a payment before. But if I don't pay it they will be looking to repo it.

  Business response

  09/27/2023

  Universal 1 is in receipt of the complaint submitted on 9/19/2023.  *** ******** online banking account has been unlocked.  He is able to access his account and make a payment to his loan.  If there are further questions, please contact U1’s Member Service team at ************ ****** *.

  Customer response

  09/27/2023

  
  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. Thank you so much for your help. Whoever the lady was that would not help me at all needs so help in her position. I tried and tried to make a payment and she would not help me at all. I was almost to the point of having to miss a full day's work just to call during business hours. Thank you once again for helping me out. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cosigned on a loan with Universal Credit One in November, in early January I went to get a credit increase and was denied which made me aware that the account had went unpaid. I quickly got a hold of the primary whose phone number was disconnected but I contacted other ways. Two months payment was made shortly after me contacting. Universal Credit One never contacted me as the secondary, but put the hit on my credit report. When I have called back their agents **** and ****** know very little about rules and regulations that their jobs entail. They say they contacted "the numbers" on the account, but I was never contacted. They broke many of their "own" rules by giving me the primaries phone number and address, which they then told me was against their policy. I just want the negative account on my credit gone, which they are saying they do not have to do even though I was never contacted that the account was past due. I've even be told by them to go ahead and refinance under another credit union or bank because they don't like "rude customers". I guess they prefer customers that do not pay their bills on time.

  Business response

  03/01/2023

  Universal 1 is in receipt of the complaint submitted on 2/24/2023.  U1’s VP Operations has been in contact with *** ***** regarding his concerns.  She explained that it is U1’s process to call the secondary borrower.  Also, a request was submitted to correct *** *****’s credit report.  The VP Operations spoke with *** ***** on 2/27/2023 to explain the update will not be reflected on his credit report until 3/1/2023.  *** ***** was given the direct phone number for the VP Operations for any additional questions regarding the loan and future payments.  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/19/2013 we financed a 2014 Keystone Camper through the, Universal 1 Credit Union, located at *** ***** **** **** ****** ** ****** ****** ********* ***** ************************ The account/loan #******* contact clearly show’s we purchased Credit Life Insurance. The insured party passed away on 10/23/2022, in the state of **. The insured was buried in ** and the process took over 8 weeks including preparing the death certificate by the funeral home in **. I then contacted Universal 1 Credit Union via phone week of October 23rd to inform them of the insured’s passing. I explained to them, the funeral home in ** stated it would be over 8 weeks before receiving the death certified. I had no control over this process. The death certified of the insured party was delivered to Universal 1 Credit Union on 12/20/22. Spoke to Universal 1 Credit Union in December 2022 and they confirmed the death certificate had been received. As of 2nd week of January 2023 I had not received any information from Universal 1 Credit Union, so I called the office the person I spoke with said nothing had been processed and she showed the payoff to be about $3,900.00. Then was told by Universal 1 Credit Union the credit life insurance for the camper was with Cuna Mutual Life and that I would need to contact them @ 800-779-5433 ext.4835881. Called Cuna Mutual Life insurance and they started a claim file. I ask for a claim number and was told before they could give me a claim number, they would have to confirm coverage with Universal 1 Credit Union. On 1-25-2023 spoke with Universal 1 Credit Union and they stated they are waiting to hear from Cuna Mutual Life insurance. Insured party has a contact with Universal 1 Credit Union stating we purchased single credit life insurance, we made our payments on time for over 8 years, including extra payments towards the principal of the loan and now Universal 1 Credit Union is giving me the run around and has not presented any help or made good on the life insurance benefit that was purchased. This business committed to provide life insurance coverage which the insured paid for. This makes Universal 1 Credit Union untrustworthy, with deceitful business practices.

  Business response

  02/04/2023

  U1 is in receipt of the complaint submitted on 1/27/2023 and has reviewed the documentation.  The loan Note that the members both signed indicates that the Credit Life insurance coverage expires when either borrower reaches age 70.  Mrs. ***** passed away at age 72, however the credit life insurance policy had already expired when she reached age 70 and was no longer in effect.  U1 will reach out to our member to review and discuss the information stated on the insurance document.

  Customer response

  02/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your office has not provided any documents that state the coverage expired at age 70.
  
  Sincerely,
  
  ****** *****

  Business response

  02/10/2023

  After further review of the documents, we have discovered that the credit life insurance purchased by our member was not purchased through Universal 1 Credit Union.  The insurance was acquired through the dealership when the RV was purchased so any claim for credit life insurance must be made with the dealer.  The members purchased the RV through *** ***** ***, located at **** ***** **** ********** **, and it is our understanding that this dealership is no longer in business.  We will reach out to the member and share this new information.  

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: Universal 1 Credit Union is so very dishonest. Your company keeps changing the story of the Credit Life coverage. Your company has been very dishonest since out first conversation on January 19th.  Your reply on February 4, 2023, states the loan note indicates the credit life insurance coverage expired, this tells me you have acknowledged coverage, and this also would acknowledge you have a copy of the document.  Again, your company is being very dishonest by not sending me a copy of this document. 

  
  Sincerely,
  
  ****** *****

  Business response

  02/17/2023

  On February 16, 2023, the VP Operations for U1 had a conversation with **** ****** (POA) and ****** ***** regarding life insurance coverage for the loan.  The VP Operations was able to explain the difference between U1 offered insurance and insurance coverage sold by the dealership **** ***** **).  Dealers are permitted to sell their own life insurance, which is what Mr. ***** purchased.  All claims on dealer-purchased insurance must be addressed with the dealership.  The insurance eligibility information on the document was reviewed with everyone on the phone and a copy was emailed to Ms. ******.  At the end of the conversation, Ms. ****** said that she will contact the insurance company and was given the VP Operations direct phone number for any additional questions regarding the loan and future payments.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recieved a credit inquiry on my reports from this company and so I disputed via mail. I recieved a letter stating this was valid without the following information being submitted per request. - my signature stating to pull my credit - date when I requested my credit to be pulled - what the credit was pulled for - and date of this consent None of this was submitted to me so I am requesting this to be removed from my credit report as it has harmed my score for future. If this matter cannot be resolved with BBB, I will pursue other matter with Ohio Attorney General office. This is fraud and I will not take a hit with my credit because this company failed to submit the requested information.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2022/01/10) */ Our member applied for a share account and Health Savings Account through her employer. She completed and signed a U1 Health Savings Account Application. On Page 2 of the application, there is a section titled Acknowledgements and Signatures which references Credit Report Authorization. There is a detailed paragraph explaining that Universal 1 Credit Union will pull a credit report prior to opening the account to verify the applicant's information. Our member signed directly below the Credit Report Authorization and it was dated 8/26/2021. We contacted our member on Friday January 7, 2022 at approximately 8:30 a.m. to explain our Account Opening process. During our conversation we offered to provide the information to our member that she requested; she refused, stating she was still upset and would like to come in and close her account. We thanked her for her business and said that we hoped she would reconsider and apologized for the inconvenience. Consumer Response /* (2000, 7, 2022/01/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩