ComplaintsforTinker Federal Credit Union

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We financed an off road vehicle through TFCU last fall. It was financed in my name with my wife, ********************* as a second signer. When the first payment was due my wife called them to make the payment over the phone with a debit card in her name . They would not accept the payment because the debit card was only in her name. After many phone calls inquiring why we can't make a payment this way, nothing was resolved. We were able to make one payment with a check ( only in my wife's name). Future payment attempts were rejected over and over with the debit card. Now we opened a new account with their partner credit union in our home town, solely for the purpose of paying past due amount in full and for future payment drafts.. only to be told they also will not accept that since they have moved our account for repo. We have tried 9 ways to Sunday to make our payments to this agency. We have Never experienced this level of difficulty to make payments. We've always had the money for the payments,, always tried to make the payments and have been shut down every single time. Now they want to repossess it while we're on the phone trying to pay everything owed , in full! We are beyond bewildered, frustrated and simply over it . Please help resolve this issue

  

  Business response

  07/05/2022

  When this complaint was received we reached out immediately to **************** and were able to get everything resolved on the same day.  I placed an additional phone call today, July 5th to follow up and make sure **************** had been provided with a proper resolution and he said yes, everything has been taken care of to his satisfaction.     

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon working through the process of financing a house, Tinker Federal Credit Union informed us that we could use a gift of equity to cover the closing costs and down payment for the house. We were excited, but skeptical because the gift of equity, as explained to us by Tinker Federal Credit Union, sounded too good to be true. We contacted our loan officer and explicitly asked her if we would have to pay any closing costs or down payment and double checked that despite us not having to pay any of the above, the seller would still receive the full sell price. Our loan officer assured us that we would not have to pay for closing costs or the down payment and that the seller would still receive the full amount requested. After learning of this and discussing it with the loan officer we asked her to help us rewrite the purchase contract to include the gift of equity. She told us that the purchase price for the house was to remain at it's original stated value, she also told us where in the contract to include the gift of equity and the language we should use in the gift of equity. After turning in the purchase contract and moving along with the loan process we spent the money we had saved for a down payment on housing repairs. Soon after this we closed on the house. The seller called me a few days later and informed that the gift of equity had been subtracted from the amount paid to them by Tinker Federal Credit Union. Tinker refinanced our loan but now informed us that covering closing costs meant we pay for them by rolling them into the loan. Since we had already spent the money we had previously saved we are now forced to roll them into the loan the interest of which will amount to over $9k. Tinker has refused to take any responsibility or any steps to rectify their mistake, they are instead making us pay for their mistake. If interest rates weren't rising we would start over with someone else. We have spoken to management, but they are combative and unhelpful.

  

  Business response

  07/01/2022

  TFCU conducted a comprehensive review of Mr. ****** complaint.  It has been determined all proper disclosures documenting purchase price, closing costs and fees associated with the mortgage loan were provided and all timing requirements were met.

  Customer response

  07/01/2022

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

  A Tinker Federal Credit Union employee improperly described how the Gift of Equity worked. We asked the employee how to write the purchase agreement, the amounts that were to be written on the purchase agreement and the language and placement for the gift of equity on the purchase agreement. We were told, more than once, that we would not be paying closing costs or a down payment. In the end the purchase agreement was written incorrectly, and the seller was shorted $22,000 and further we did have to pay closing costs in the form of a loan. We were repeatedly told that the seller would receive the full amount and that we would not have to pay closing costs, both of these ended up being untrue. Tinker refused to take responsibility for their actions or do anything other than stick us with the additional costs created through their mistake. A second employee of theirs told us that the mistake was our fault and due to our misunderstanding of the gift of equity. We had never even heard of the gift of equity prior to the mortgage process and were walked through the gift of equity step by step by a Tinker Federal Credit Union employee. I would strongly advise against using Tinker as a lender, not only did they mislead us they refused to take responsibility for their mistakes. 
  
  Sincerely,
  
  *******************

  

  Business response

  07/12/2022

  TFCU management has spoken with ************** on several occasions.  As stated previously, all disclosures were provided which reflected the loan amount, closing costs, fees, and funds to the seller. The members signed these documents and closed the loan without notifying TFCU of any discrepancy.  When TFCU was  notified of the shortage to the seller almost one week later, TFCU and the title company worked with the ****** to find a resolution with a second loan closing.  The second loan closing has taken place and TFCU considers the matter resolved.  Thank you. 

  Customer response

  07/13/2022

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

  
  The issue was never resolved. Worse than this, ***************************** tried to make us feel that the entire misunderstanding was our fault. We were repeatedly told, through phone and email, that the gift of equity would cover our closing costs. Since we were told this repeatedly, we spent our closing costs on housing repairs. After the first closing, the seller was shorted $22,000, which evinces the fact that Tinker made a mistake since the purchase agreement for the house was written with guidance from Tinker. Upon having to go through the process a second time, we did not have closing costs,and even though we turned over emails and phone conversations stating that the gift of equity would cover closing costs, Tinker did nothing to rectify their mistake. Since we did not have the money for closing costs, Tinker informed us that the gift of equity allowed us to push the closing costs into the loan,which is what we had to do. The issue with this is that we now have to pay interest on the closing costs over the life of the loan; this interest amounts to over $9,700. Due to Tinker's inability to give proper guidance we will have to pay an extra $9,700. Tinker is profiting from their employee's mistake in the form of additional interest. 
  
  We did the second closing with Tinker only because interest rates are rising, and Tinker is bound to honor their initial interest rate. I have banked with Tinker my entire life, but I am now in the process of ending my relationship with them, and I will never use them as a loan provider again. ***************************** told us that we misunderstood what the word "covered" meant, and thus, the entire misunderstanding was our fault.She was rude and combative, which is why I will not work with Tinker again. Not only did they mess up our loan, but they also refused to take responsibility,allowed their employee to blame us, and will now profit from their mistake.

  Sincerely,

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

• Initial Complaint

  06/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 5/31/2022, I processed a payment through my TFCU bank account **** pay feature. Instead of paying $276.80, I paid $2,760.80 for an Arvest Loan payment. I called TFCU the evening of 5/31/2022 to request to have this corrected and they let me know that the payment had already gone through and I needed to call Arvest to see if they could reverse it on their end. I called *********** and they could not see the payment on their end. That I could call the next day but they did not see why TFCU could not reverse the payment on their end. On 6/1/2022, I spoke to someone at TFCU **** Pay and they submitted a request to return the payment. By 6/3/2022, the funds had still not returned to my account. My rent payment returned for insufficient funds and a $75.00 charge was added to my rent amount for the return of insufficient funds. Other payments had processed causing overdraft fees to appear on my account. TFCU compensated for the 4 overdraft charges but my account remained at a negative balance due to the $2,760.80 not being reversed. I visited a branch on 6/3/2022 and spoke to someone who wrote me a letter for me to provide to my apartment requesting that they waive fees for not being able to make my rent payment due to an error on Tinkers end. They could not give me an option other than to wait for the funds to return to my account. I even applied for a loan but was not approved. On 6/6/2022 I called TFCU again and they let me know that it was the 3rd business day and that the funds should return to my account in the next day. On 6/7/2022 the funds were still not on my account. I called Arvest and they said they had not received notification from TFCU of the return yet. I called TFCU again and this time they told me that they are unable to return a payment made via EFT. They transferred me to the **** *********** and they said they could process a recall at a $110 fee but could not promise the funds would return. I went to Arvest to get a cashiers check to deposit

  

  Business response

  06/09/2022

  Thank you for this member Complaint. We have completed our research, contacted the member, and addressed her concerns. We apologized for any inconvenience our member may have experienced. Should the member have additional questions or concerns, our member can call me directly. We appreciate our members business and look forward to our future relationship with our member. Sincerely, ************************* SVP/Operations *************************** Office: **************.

  Customer response

  06/09/2022

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today, while visiting the ********************************** branch, I was yelled at by a bearded male employee. Around 2:40PM, I was attempting to enter the safety deposit room when a bearded male employee from the teller line shouted to stop and let a woman enter, despite the fact she arrived as I was disengaging the biometric lock. As the employee was overweight, I moved to the waiting area because there was insufficient space between the three of us by the door. After several minutes, the two emerged from the safety deposit room. Instead of coming to me in the waiting area, as he could obviously see me over the security desk, the bearded male employee proceeded to walk back to the teller line and bellowed across the entire branch that I could now enter the safety deposit room. Two men, possibly employees, chatting near a courtesy Home Branch access computer gawked. They were also surprised by the bearded male employee's outburst.This is the second time I have witnessed an employee yell at a member at this branch in the last twelve months, the last requiring the branch manager, *****, to call me and apologize for witnessing an event.

  

  Business response

  04/07/2022

  Thank you for this member review. We have completed our research, contacted the member, and addressed his concerns. We apologized for any inconvenience our member may have experienced. Should the member have additional questions or concerns, our member can call me directly. We appreciate our members business and look forward to our future relationship with our member. Sincerely, ************************* SVP/Operations ***************************** Office: **************

  Customer response

  04/07/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/26/22, I signed Loan Estimate docs to refinance my home. ************************* was my loan originator. Loan ID #*****. My complaint is communication issues and the appraisal. I did agree to pay the $765 upfront for the appraisal after being told I would be reimbursed. We got my loan locked on 2/7/22. After waiting for over a week and no communication from an appraiser or Tinker, I had called several times and finally received a call back from Joley. After telling her the $765 was waiting for them to pull, they finally pulled the money out. Her and her manager then requested a couple more items from me via email so I uploaded the documents but they also requested me to upgrade my insurance. I told her no since we haven't refinanced and they disregarded but I could have been out more $ if I would have upgraded. Joley called me again a week later and told me we had to lock the loan, I explained to her we already did this on 2/7/22. She finally agreed but told me she would have to ask her manager if she could go back to the original rate because it had already increased .5% in just a week. She was able to do so thankfully and the appraiser called the next day and got me scheduled in just 3 days. The appraiser was in and out within 15 minutes. I had my house appraised just a year before at $79K. He appraised it for $60************** informed me and I totally disagreed. She told me I could dispute it and she would call me back on how to do so. I even emailed her my last appraisal. She called me a week later asking me to continue, not giving me instruction on the dispute process but after asking about it she told me there would be a fee to dispute. I gave up, I'm tired of paying TFCU non-refundable money. The appraiser seemed like he didn't know what he was doing, I work in housing. I googled his company and can't find him anywhere. I've been a customer since 2011 but really thinking about cancelling my accounts. I'm now working with another company to refinance my home who cares.

  

  Business response

  03/17/2022

  TFCU completed a review of ****************** mortgage loan request and appraisal.  I appreciate ************** taking the time to speak with me about her interactions with TFCU.  As a courtesy, we will be refunding the appraisal fee and she was satisfied with this outcome.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 30, 2021 Tinker Federal Credit Union (TFCU) reported to Experian that my account was Over or at the Credit Limit, resulting in an decrease to my FICO score by 13 points. On 12/6/21 I contacted TFCU and spoke with Brittany ******* #****) regarding my account with TFCU. I informed her that I was recently alerted that on 11/30/21 TFCU reported to Experian my account was at or over the credit limit. I inquired why this was being reported. She advised me that this was being reported because I met the limit. I explained the account I have is a Line of credit which allows me to draw from it when desired. However the account is up to date and is not delinquent. She could not provide me with a feasible reason why this was being reported derogatory on my CBR. I explained it a violation of the Fair Credit Reporting Act for TFCU to furnish incorrect information about consumers to reporting agencies. I advised that I wanted to dispute this reporting and inquired if any similar reporting's were made by TFCU previously on my CBR.I would like for TFCU to remove and/or correct this reporting from my Experian report and any other report this may have been reported to. I am actively making paying towards the open the Line of credit with TFCU and have not exceed my credit limit of $2,000.

  

  Business response

  12/14/2021

  TFCU reports information to the credit bureaus based on Metro 2 Reporting standards which meets all the requirements of the Fair Credit Reporting Act (FCRA), the Fair Credit Billing Act (FCBA), and the Equal Credit Opportunity Act (ECOA).  For loans we report the current balance which includes the principal balance, including any balloon payment (when applicable), as well as applicable interest, late charges, fees, insurance payments and escrow that are due during the current reporting period.  The current balance may exceed the Highest Credit, Original Loan Amount or Credit Limit. 
  
  I have attempted to call the member twice and left voice messages with my contact number.  Due to privacy requirements of the Gramm ***** ****** Act and other laws, Tinker Federal Credit Union is unable to respond about the resolution publically.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was notified by text on 11/18/2021 by TFCU(Fraud Squad) about a bogus charge on my debit card-9:15 am, my debit card was cancelled and CSR said to proceed to the nearest TFCU and get a new debit card. I proceeded to TFCU at I-44 and SW 134th to get a new debit card. The manager at TFCU said there system was down at ALL LOCATIONS. CSR did not inform me of this issue. NO COMMUNICATIONS BETWEEN TFCU STAFF

  

  Business response

  11/22/2021

  BBB: 

  Thank you for bringing this member response to our attention.  We apologize for the poor service received and appreciate our member reaching out to you regarding his concerns.  Our branch management team contacted **************** regarding his complaint and have satisfied his concerns.  Should our member have any more questions or concerns, I can be reached directly at **************.
  

  Sincerely,
  

  *********************
  Tinker Federal Credit Union
  PO Box 45750
  ********************

  Customer response

  11/23/2021

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 8th I deposited $600 into checking. I was told I was 60 days past due on my signature loan which totaled $626.92 due at the time of the deposit. When I checked my account balance an hour later they withdrew $1340 which cleaned out my checking account. I called and spoke with a supervisor at the bank and they told me they pulled the money to bring the account current and put as much to the signature loan as possible. When i check my loan status it shows still 60 days past due. I asked they deposit the funds back minus what was owed and they refused claiming it wasn't possible. I am now broke with two kids and no money till I get paid on the 15th. This feels very violating. I would like my money back. Account screenshots attached. Thank you.

  

  Business response

  09/13/2021

  We have researched the stated concern.  In order to comply with the Gramm-Leach Bliley Act, TFCU has contacted the concerned party directly.  Please let us know if we can assist further regarding this matter. 

*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. ↩