ComplaintsforWestern Sun Federal Credit Union

• Initial Complaint

  10/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid a vehicle loan off in 2006. I never received a lien release on that vehicle despite asking multiple times over the years. It's 2022 and I paid off another loan this year on September 19th. I asked about getting my lien releases. It's October 7th 2022 and I have still have not received either lien release. Every time I ask I get treated like I'm a lower life form and told its in the mail that there's nothing I can do but wait. Pretty sure I've waited long enough, they told me it would take 7-10 days. The company has not held up their end of the relationship.

  Business response

  01/11/2023

  Business Response /* (1000, 5, 2022/10/12) */ As is our standard practice, at the time the consumer paid off the loan in 2006, the lien release was mailed to the current address of record. If it was received, we cannot attest to that as we do not control the USPS. We have no other record of any requests for that specific lien release until the request was made on 10/6/2022. The 2006 release as well as the release from the 9/19/2022 payoff were both mailed on 10/7/2022 along with the consumer's account closure check, per the consumer's request. Yes, we did tell both the consumer and spouse that the documents were in the mail along with the check and that there was nothing which could be done except wait for the mail to arrive, since once again, we have control over the postal service. The credit union feels we have done everything possible to "hold up our end of the relationship" despite the verbal assault numerous employees have endured from the consumer. It would be a far stretch to describe our actions toward the consumer as being "treated like a lower life form" given our treatment from this consumer. On 9/19/2022, the consumer entered our main branch location to pay off a loan. Shortly into the transaction, the consumer began cursing at the teller in a very aggressive and threatening nature as to questions she was asking. At this point another teller walked up to intervene and he was verbally addressed in the same manner. A supervisor approached the teller line and began to discuss the matter with the consumer at which point she was referred to in a very derogatory, inappropriate name. During this entire interaction between the consumer and our 3 employees, another credit union member in an adjacent teller line made a comment to the consumer as to the disrespectful and rude manner in which our employees were being spoken to. Fast forward to 10/6/2022, when the consumer contacted our main branch location to inquire about the lien releases. A staff member in our collections department received the initial call as the consumer proceeded to verbally assault said employee over what he perceived as being a bad attitude. This conversation included foul and abusive language toward our employee. The consumer at that point asked to speak to a branch manager. The branch manager got on the phone and attempted to resolve the consumer's issue. In spite of the cursing and abusive language, the branch manager assured him that the lien releases would go out that day in the mail. The manager assumed the matter had been resolved. Later that evening, the consumer called the main branch location again and asked for the manager, while I was present in her office. He was inquiring as to why he was charged finance charges when the loan was paid off. The branch manager began to explain how simple interest works and that the charges were interest accrued from day of last payment to day of payoff. The consumer began yelling, screaming and cursing at the manager claiming she had an attitude and told her to close his account at once and send him his money. At this point, the manager asked me to intervene on the call. I intercepted the call and explained essentially the same thing the manager had regarding the interest charges. The consumer said OK and appeared to be satisfied with the answer. He then wanted to ask why he is always treated with attitude anytime he comes in or calls in. I mentioned to the consumer that if for some reason our staff was rude or appeared to have an attitude with him, which we did not, that it could stem from the verbal abuse our staff has endured from him for no reason at all. The consumer stated he has never raised his voice, been rude or cursed at any employee of this credit union, (which is all documented on video and recording). I stated that I did not want to argue with him and he immediately unleashed on me obscenities and very foul language at which point I advised him that I was hanging up the phone, which he managed to do after screaming into the phone. On 10/7/2022, the consumer once again contacted the credit union asking where his lien releases were at. The receptionist forwarded the call to me at which time I explained that the lien releases along with his close out check went out in the mail as he was advised the previous day. I told him I had witnessed everything being processed by the manager and he would simply need to wait on the mail for delivery, that we have no control over how quickly it gets delivered to him at which point he started to yell and scream at me..."just do your job, just do your job, just do your job" and then slammed down the phone. About half an hour later the consumers wife phoned the credit union at which time, the receptionist notified me of the call as I had requested and she stated she was calling about the status of the lien releases. I explained to her that I had just spoken to her spouse and I told her exactly what I told him previously. Approximately 3 to 5 minutes later the consumer called back and one of our MSRs took the call and he immediately began screaming and yelling at her. She attempted to tell him what he had already been told on other occasions. He interrupted the MSR and began screaming..."I want my lien release, I want my lien release, I want my lien release" and the MSR had to speak over him to once again let him know, it was in the mail. That is the last contact we have had with the consumer until we received this complaint. Consumer Response /* (3000, 7, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't have my paperwork, at this point it's ridiculous. Just do your job Business Response /* (4000, 11, 2022/10/27) */ The check to close his account and the 2 lien releases in question were mailed on the date that was previously mentioned, to the address of record. If the consumer would like to pick up his lien releases in person, he simply needs to let us know when and at which branch he intends to come to. We will prepare copies for him. We will also issue a stop payment on the check and re-issue for him to receive at that time. We will however, not be subjected to any derogatory and/or inappropriate actions or language upon his visit to the branch as we have endured multiple times in the past. He just needs to stop at the reception desk and his documents will be ready to receive.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 17, 2021, the IRS sent $5,700 economic recovery rebate to a closed account at Western Sun Federal Credit Union. The account was closed and yhe check should have been sent back to the IRS. Western Sun Federal Credit Union kept the check and told me they will not give me nor the IRS the money back. This is money sent from the federal government that was stolen and I need it back.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/08) */ Member had a deficiency balance after insurance paid on loan due to inability to locate auto for repossession. Member received her third stimulus check to her savings. This check could be attached by the financial institution and the funds were used to help offset the member's deficiency. Only the second round of stimulus check received "other legal process", and those funds were not attached by the credit union. Consumer Response /* (3000, 7, 2021/12/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is a lie. The check went to a closed personal account in which it was closed. Western Sun Federal Credit Union took the check and than put it in the savings account to keep it. The IRS issued it to the only account info they had which was a closed personal bank account. That was fraud to switch the money to another account. Business Response /* (4000, 11, 2021/12/23) */ Right of offset is explained in member documents complaintent signed at closing. Consumer Response /* (4200, 14, 2021/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My stimulus check was taken and put in another account to offset a debt. The check was sent to a closed account. The money should have been returned. This was money to help me and my kids during these difficult times.

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