ComplaintsforCSE Federal Credit Union

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 8/12/2023 I contacted CSEFCU via phone and spoke to Jackie in the solutions department. I called because upon logging in to the mobile app to pay my car payment I noticed my account was $75 short from the balance I was expecting to see. Jackie explained that another bill attempted to clear before my check had gone through and I didn't have the funds available. She offered to reverse two of the fees since I had not had any fee reversals before. I graciously thanked her and she told me I would need to contact **** to ensure they did not continue to try to bill my account. Instead of reversing fees on my account as discussed, she reversed fees on a completely different account that I am not primary on. Today, 8/18/2023 I called to follow up on the fee reversal and not only did Jackie refuse to help, she refused to take my calls all together and stated to the member services rep that she reversed the fees on the other account since it was overdrawn. Someone else's overdrawn account has nothing to do with the fees or reversal on my account. The primary on the account the fees were reversed on never even called in to request that. Poor customer service and no attempt to help resolve or rectify this situation with a long standing member.

  Business response

  08/18/2023

  A refund for the fees for the correct account has already been processed. 

  Customer response

  08/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I did receive a semi-unpleasant call back from the business, they were able to resolve the issue. 

  I appreciate the assistance from the BBB and the businesses willingness to resolve the issue. 

  Regards,

  Kaitlyn Reed

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a credit card that is strictly due to a fraudulent charge and all the interest and late fees that has occurred because of that fraudulent charge. I informed the bank, filed several complaints and at the time Lisa Richardson was the bank manager who deemed it fraud and notified me I would not be responsible for the fraud charges or any fees and interest associated with it. I have left a message for Jackie who is left me a message and sent me a letter. I notified Jackie that the charges were all interest and fees from a fraudulent charge I was not responsible for and contacted an attorney to handle the situation as well as list the Fraudulent charge in a bankruptcy. Jackie took it upon herself to illegally take the money out of a non-mature CD I was specifically told by CSE could not and would not be touched! I kept in contact and CSE knows of the dispute and fraud my Money needs to be immediately deposited back into my CD. I would like a meeting with the president of CSE and if this isn't resolved and my money returned to my CD I will have to file a law suit. Thank you! I can prove the original charge was fraud and the interest that has been charge is excessive and I am not responsible for it. Return my $13,011.72. Thank you

  Business response

  03/24/2023

  Kiona initially filed a complaint in December 2014. Complaint was answered by the credit union. In the response it was noted that the member’s claim was denied by ****. The company, ******************, verified the transaction. The member was unable or unwilling to complete the travel and the company offered her a credit for future travel. All of this information was provided to Kiona in 2014 and again in 2015. Since that time, Kiona continued to use and repay her **** credit card. If needed, we can provide statements of purchases, interest on those purchases and payments made to CSE by Kiona. Member continued to use the credit card for purchases and made payments through November 2022.

  
  No payment was received from the member in December 2022; thus, the account became past due. Through conversation with our collections department the member stated that she is still disputing the charges from 2015, that case has been closed. She also states that the fraud amount was included in a bankruptcy or an attorney has been retained to file claim on the amount. CSE has not been contacted by an attorney or received any required notification of bankruptcy filing. On January 13, 2023 it was verified by our collections team utilizing Pacer, a bankruptcy data base, that although she does have previous bankruptcy filings but they pre-date this situation (filings in 2003 and 2005).

  
  In 2020, Kiona also filed disputes for the credit card with the credit bureaus, both claims were answered by CSE and we continued to provide documentation that the fraud claims were denied and the balanced owed is valid and collectable.

  
  Per our **** Credit Card Agreement, the credit union reserves the right to offset funds on deposit for any past due balances owed to the credit union. As of the date of offset, March 21, 2023 the **** account was past due more than 90 days.

  Customer response

  03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 

  I am only $1,020.00 past due and I have reached out to the credit union and have provided information on my issue and dispute. Only thing collectible is the past due amount. I have no monies on deposit.  I have 3 CDs that are not mature until July of 2024 and they illegally even after informing me they would not, withdrew $13,011.72 from my CD. The only thing currently collectible was the past due amount of only $1,020.00. I literally just received this bill and the $1,020.00 is due by April 16, 2023 as clearly stated yet on March 21, 2023 they stole  $13,011.72 from my CD and this will be reported to the **** ******** ******* as well for these illegal practices when I clearly have a bill and what is past due right in my hands. They need to put my $13,011.72 back in my CD and when April 16th gets here the past due amount will be handled. 

  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Kiona *******

  Business response

  04/07/2023

  "Please accept this correspondence as our confirmation that we have received the expressed concerns forwarded by your office dated April 7, 2023.   We  will contact our member promptly to acknowledge the complaint and, upon completion of our review, will provide our response directly to our member by written communication."

• Initial Complaint

  12/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2021, my debit card information was compromised online. An unauthorized purchase in the amount of $95 was made. I contacted CSE and opened a fraud claim. They stated that they refunded me $95. Then, in December of 2022, CSE decided that they overpaid me, and debited $95 from my account. I only had a few dollars in this account, so this debit overdrafted the account by $88. When I reached out to CSE customer service, they stated that they could see all the activity and that I was overpaid by CSE, and the fraud department has been behind on their work so this debit just now occurred. I pulled up my bank statement online from february 2021, and did not see any evidence of that transaction. There was no communication from them prior to helping themselves to my account, putting it in the negative. This is unethical and possibly unlawful. It's 3 weeks until Christmas, and a week until my paycheck will hit that account. All the while, fees will continue to accumulate so that my entire paycheck will be snatched by them the moment it hits the account, at no fault of my own. When I called to resolve this, I was basically told that I owe them the $95 and there is nothing they will do, even though they caused this problem.

  Business response

  12/06/2022

  We received notification from the member on November 18, 2021 for the disputed transaction. The card associated with the transaction was in the name of ****** *****, the joint owner of the account with Sarah. On November 18, 2021 we provided the ******* with provisional credit to their checking account. On December 8, 2021 Joshua was mailed a letter letting him know that the claim was received and that we had provided provisional credit while the investigation proceeds. On February 7, 2022 the ****** also received a credit from the merchant in the amount of the disputed transaction. On February 12, 2022 Joshua was sent a follow up letter stating that the credit was given by the merchant and our provisional credit would be removed. 

  Customer response

  12/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Even though I left several messages with management at CSE, no one has contacted me to discuss the issue. This was also done prior to my BBB complaint. Whenever I request proof (documentation, receipts, bank statement, etc.) I have been refused. Stating a letter was mailed over a year ago is not acceptable. Due to this lack of communication and documentation, I will not close my complaint at this time. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been trying to use my Debit Card/ Bank Payments for last 3 weeks!! Cannot keeps getting declined!!! Need my medicine soon!!!

  Business response

  09/06/2022

  This member reported fraud on their account from the debit card on August 18, 2022. When this happens the card is blocked so no other fraud can occur. The member could have come into any of our branches to pick up a new card but decided he wanted it to be mailed to him. 

  Business response

  09/07/2022

  Update: That comment is not accurate and we have since reached out to the member to resolve. His card was actually de-activated/frozen

*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. ↩