ComplaintsforEmerald Credit Group

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted emerald card customer service 2 times asking for a statement from 2020 for a important purchase both times was told it would be sent by mail in 7 to 10 business day since this info only goes back 12 months online never and still have received anything nothing at all gave correct info and never got a single thing I need this info from Nov 2020 just a single month statement and been a long time patron I need this issue cleared up and that statement and that is all I'm asking for

  Business response

  02/03/2023

  In reviewing our membership accounts, we are not showing an account for Mr. *******. Can Mr. ******* confirm that he has an account with Emerald Credit Union in Garfield Heights, OH? 

• Initial Complaint

  10/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This place has the worst communication and custom service skills considering they are a financial institution. They don’t call you when there are any issues with your account rather it’s your fault or theirs they put you in collections and report things on your credit without any warning. I’ve had a auto loan with a Cl signer through them since 2018 and never was late on my payment and this past year I paid 6 months in advance that would give me from April-September I made extra payments to stay ahead towards the end just to be told they don’t allow 6 month advance payments and my loan to be sent into collections and then after calling for 2 wks straight and getting the run around I was rudely told because I filled bankruptcy back in 2020 they can’t speak with me and hung up on me with no resolution, they took my money for 2 yrs after big now won’t speak with me when they have messed up now me and my co signer are basically facing a repo.

  Business response

  11/01/2022

  This member is bankrupt and did not reaffirm.  Due to federal bankruptcy codes, we are not allowed to speak with her regarding her loan.  In March she made six payments.  Even though the member made six payments on her loan, our system will only advance the due date no more than two months ahead.  Members are still responsible to make a monthly payment per their loan agreement.  The member did come in to the branch to make a payment.  There was a message on her account that read that we were not permitted to discuss anything with this member because she filed bankruptcy.  This member came in after our Collection Department left for the day so the funds were put into her savings account until the matter could be discussed with them.  The branch was instructed that because the member filed bankruptcy, the payment could not be taken from her account and no payments could be accepted unless she reaffirms with the credit union.  The member came back into the credit union to withdraw the funds that were deposited.

  Customer response

  11/01/2022

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  *********** ****
  
  
  No one was willing to even call me back after I called for a whole week not even the collection company and when I asked who I can speak with I was told nobody could and they hung up on me and then my co signer called and was told they couldn’t speak with him either I was never given the option to not have all my money taken when I attempted to make the 6 months payment nor was I told told that it wasn’t an option they took my money and did whatever with it instead of communicating I could not make 6 months worth of payments I would have appreciated if that was communicated with me prior to them telling me I was late on my payments at the last minute their banking app is what I used to make the payments and nobody thought to reach out to me till it was too late I still have yet to be contacted by their collection company I don’t want my car repossessed and I would have appreciated to be handled like my business mattered instead of like someone who just didn’t pay their bill 
  
   

  Business response

  11/02/2022

  We have already responded to the initial complaint.  Due to federal bankruptcy laws, we cannot respond any further.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card was reported lost to the company. They have locked me out of the account allowing me access to pay my bill. I was told by their employees to call the number on the back of the card to submit payment. When calling, I was informed by Maria (********) that she was unable to take my payment and that I would need to talk to the branch to make the payment. When speaking to the branch I was informed that they were unable to take my payment over the phone and I would have to drive in to make a payment. That would be ok, but I live over an hour away from the institution and was informed by multiple employees that they would take the payment over the phone and that has been refused. Additional options need to be given to customers and information regarding them closing the account should be explained as I am unable to make it to their institution to make payment.

  Business response

  10/14/2022

  Complaint ID #********
  
  Upon reviewing this complaint, it was discovered that the member’s credit card was reported lost on Wednesday, October 5, 2022, which is the same day she filed this complaint.  Our branch is closed on Wednesdays.  When our member spoke to the customer service department for VISA, their main function is to block or close a member’s VISA card when a card is reported as lost.  The customer service department at VISA cannot accept payments on our behalf. 
  The member stated that she was unable to make her payments online and she is correct.  Once a card is blocked for being lost, any access to that card is blocked.  This is done, simply to protect our member in the case that the card was picked up by someone with the attempt to commit fraud on the account.
  The member also stated that she spoke to someone at the branch and was told that we could not take her payment over the phone.  I do not know what means the member was planning to use to make her payment on her VISA.  Employees of Emerald would not instruct our member to call the number on the back of the card to make a payment.  Our staff is trained to apply payments to a VISA card if the member wants to transfer funds from their Emerald account to their Emerald VISA.  Our staff is also trained to apply a payment to our member’s VISA if the member wants to use a debit or credit card from another financial institution.  Both of these means are used consistently and without the member having to come into the branch. 
  The customer service department for VISA is a third-party vendor.  They are not employees of Emerald Credit Union.  Because VISA customer service handles many financial institutions, they are not able to explain to our member the procedure followed by Emerald Credit Union when a card is reported as lost.  We do receive a report from the customer service department at VISA with a list of any reported lost or stolen cards.  When that list is received, our Plastics Department orders new cards for our members.  This member did have a new VISA card reissued.    
  
  

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