ComplaintsforAdvantis Credit Union

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Management issues, name ***********************- Hillsboro branch- Allie Manager/ overlooks problems. Letters to directors sent with no response. I have repeating called or emailed, finally get a response back after days or weeks from ***** stating loudly ******* is overwelmed and as is ***** with other issues going on with advantis. Never received direct answer to my questions and I feel it was just a subnose or i dont care attitude. This Hillsboro branch has a revolving door of either terminatin employees or new ones there as staff employees. Whick are very incapable of getting you an answer. I am diabetic and I had asked to use bathroom quickly and I was told I need to go down street and use someone elses rest room. They are no customer service and between board members or so called upper management, not giving rip about peoples feelings, or concerns, just putting their numbers up in getting new customers and telling them what they need to hear. I am a CEO of **************************************************************************** portland, I have a approached ***********************, **** and ***** with my issues and always avoid confrontation this *********************** needs to be fired or as she would say i wish they would transfer me to a closer location to her home. I dont know what else I can say rather this goes anywhere or not. This is the only way a customer like me an voice our opinion to a shatie operation when it fits into their time to get back to you. These 3 individuels are very egotistical and seem to hold or stonewall ecept to say did I answer your question, for they are just to busy as I have been repeatedly been told to answer my questions. Rathere this complaint goes anywhere or not, i want others to know how invaluble they are to work wih and treat their customers as a number only. I have put large sums of money in this bank and now I have taken out most everthing because of non loyalty and distrust of *********************** Branch Manager, whom cant keep stories straight

  Business response

  12/29/2023

  On 12/26/2023, Advantis Director of Branches, ****************spoke with *********************** about his concerns. After reviewing internal documentation, it appears ******************** was responded to within 1 business day or sooner on all occasions, except one, where communication breakdown occurred.Advantis assured ******************** that management would address his concerns with both employees mentioned in his BBB complaint, and that contacting the Member **************** at ************** would be the fastest way to obtain assistance with his accounts.
  
  Regarding ******************** claim of high turnover,Advantis staff tenure at the Hillsboro branch currently ranges from ***** months, which is considered stable for front line retail banking roles.
  
  During the phone call with ******************** on 12/26,Advantis shared that none of the Advantis branches have public restrooms,however we completely understand that exceptions do occur. Advantis reminded branch staff to provide restroom access on an as-needed basis for members when necessary.
  
  As a member-owned cooperative, Advantis Credit Union is dedicated to our members and their financial success. We appreciated the opportunity to speak with ******************** this week, and we welcome him to call our Director of Branches, **************** at ************** with any additional concerns.

  Customer response

  02/06/2024

  Please proceed with my  complaint, and get it logged and the complaint reopened.
  
  The response from Advantis was the same as said in the last email. Advantis just summarized the call and gave nothing to solve this complaint. 
  
  This was a response to Advantis and emailed to ****** with you at BBB. I want to know what was done to employees that management was going to talk to,So I will feel comfortable going to the bank and some care of bathroom incidents and how they can guarantee not having these issues again, and not just brushing this all under the carpet and doing nothing, and telling me what I want.  
  
  Please confirm receipt and case being reopened.
  
  
  
  Thank you
  
  
  ***********************
  

  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Last summer I got an auto loan from Advantis and soon after I received an email saying that I need to provide proof of insurance otherwise they would bill me for insurance that they would provide. I emailed it over soon after. Then they sent the same email a few weeks later. So I emailed it again. Same thing, so this time I faxed it. Same thing, so I actually got an envelope/stamp and mailed it like it's the 1800's. ***** later another email threatening to billing for not having insurance. So I called and the line is disconnected. So I emailed there website, to which I got an auto response that my pdf is not readable (which it is) and that I need to send it in a proper format of png, jpg, tif, or pdf. So I sent it in all four formats and I got the same auto-response back two businesses days later. Basically, they won't stop saying that I don't have insurance and then they put up every road to prevent you from contacting an actual person.

  Business response

  05/17/2023

  We regret that Mr. ******** experience did not meet expectations, apologize for any inconvenience this may have caused, and appreciate the opportunity to respond. Mr. ******** complaint is in reference to proof of insurance he provided for his auto loan. Unfortunately, the documents that were submitted were blurry, and the automated system was unable to interpret the information. After further review, we were able to validate Mr. ******** insurance and resolve the matter. Because of this helpful feedback from Mr. ******** we are reviewing our insurance validation process to ensure that members have the support needed to fulfill our requests, and that members can easily contact ** when needed. We appreciate Mr. ******** membership and would welcome him to reach out to our lending team for any further assistance. 

  Customer response

  05/23/2023

   
  Complaint: 20063188
  
  I am rejecting this response because: I have not received any confirmation from Advantis they this has been resolved. Their email system is automated and the phone number on their website goes nowhere, so I'm unable to follow-up directly from my end. 
  
  Sincerely,
  
  Tyler Content

  Business response

  05/25/2023

  We apologize for the delay in further confirming with Mr. ******* that his insurance information had been validated, and that the matter was resolved. We thank Mr. ******* for taking the time to speak directly with our Director of Consumer Lending today, and we welcome him to reach out to our **************** Center or the lending team at ************** should he need anything else.

  Customer response

  05/26/2023

   
  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.
  
  Sincerely,
  
  Tyler Content

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I lost my 2nd source of income, it became extremely difficult to make my loan payment. I contacted Advantis Credit union to ask for help with refinancing, which they refused. I attempted to sell the vehicle, but could not get an offer for the payoff amount. Then health issues and a death in my family made it impossible to pay the loan for two months. When I attempted to make a payment, the third month, I was locked out of my account, and was not allowed to make my loan current. The credit union hired a lawyer and will not allow me to pay the outstanding balance.

  Business response

  02/09/2023

  We apologize and appreciate the opportunity to respond to this complaint. 

  
  June 13, 2022 marks the last communication from ********************* with Advantis Credit Union before she filed this complaint on December 30, 2022. Between June 13, 2022 and December 30, 2022 Advantis made regular attempts to contact her by telephone, by mail and by certified mail. **** did not respond to any of these attempts. Advantis was left with no other option but to refer her loan, secured by a 2010 ****** Tundra, to our attorney. 
  
  On December 30, 2022, **** contacted Advantis, but because the loan had already been referred to our attorney for litigation, we were unable to accept a payment.  However, Advantis and our attorney reached an agreement with **** to sell the vehicle to a local dealership and to enter into a payment plan to repay any remaining balance after applying the proceeds from the sale. We continue to work with **** toward full resolution of this matter. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to their insurance and customer service no less than five times. My insurance agent has also contacted your insurance department. Every time (with the exception of the most recent) the representative is very nice and they say they will resolve my issue. This last time I was transferred to a supervisor who at first said they were a manager but then acknowledged they were only a supervisor and the manager is too important to take customer calls. She assured me the issue would be resolved by the end of the week. We are now three weeks later and I am again left with a broken promise.We provided proof insurance within the specified time limit, resubmitted proof of insurance, and had our agent also provide said insurance. To date , we are still being charged for insurance.

  Business response

  02/07/2023

  As part of Advantis Credit Unions business practice, which is comparable to other credit unions, persons who finances a collateral-based loan sign an Agreement to ****************** This agreement states a borrower will insure a vehicle at an amount equal to the lesser of the unpaid amount due under the Finance Contract or the value of the vehicle, and this insurance must be maintained for the entire term of the loan. In addition,Oregon State Law (*******) requires drivers to carry a minimum of insurance at the time of vehicle registration.
  
  Under Oregon State Law (ORS *******), borrowers are typically required to inform their insurance company about newly acquired vehicles within 14 days if they have existing coverage on another vehicle. As with industry practice, Advantis Credit Union requests that a borrower provide proof of an existing insurance policy at the time of purchase. Once the borrower adds the vehicle to their policy and lists the credit union as the lienholder, the insurance company will automatically provide the appropriate documentation to Advantis Credit Union.
  
  **** and ***************************** financed and signed the Agreement to ***************** document on 03/14/2021, and provided us with proof of an existing insurance policy with *****************.On 04/09/2021, the Advantis Credit Union ************************* searched ***************** Policy records electronically and results came back as No Active Policy Found.
  
  In the 90 days after the finance date, our ************************* sent ********************* three email reminders and three mailed reminder letters stating Advantis Credit Union is still awating proof of insurance. He uploaded an insurance document through the online insurance submission portal on 06/01/2021 and on 06/05/2021. Our ************************* confirmed the vehicle financed with Advantis Credit Union was not listed in the policy and could not process the request.  There are no other records showing that **** or ***************************** made attempts to contact Advantis Credit Union during this time.
  
  After sending a final notice on 6/18/2022, Advantis obtained a *************************** policy to protect our security interest, and$1840 was added to the loan balance on 07/16/2021.
  
  On 10/15/2021, ********************* called Advantis Credit Union. He worked with a Credit Union Representative who assisted with gathering proof of an insurance policy from *****************. The policy only dated back to 7/29/2021, and the Advantis Credit Union ************************* processed a partial refund of $718.00, but was still showing a lapse of insurance for the period of 3/18/2021-7/29/2021.
  
  On 08/22/2022, our ************************* spoke with the ***************** Agent. The ***************** Agent confirmed that there was a glitch in their system and had their insurance Underwriters back date the policy to 3/18/2021. Our ************************* received proof of insurance and processed the remaining refund of $1,122 which was credited to the loan balance on 8/26/2022.
  
  After working with the borrower and insurance company to obtain the appropriate documentation, Advantis Credit Union issued a full refund.  

• Initial Complaint

  04/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a vehicle loan with Advantis Credit Union. In 2020, we lost our business and had very low funds, were unable to pay full $890 monthly payment. Called Advantis Credit Union, explained our situation, and thankfully ACU agreed to work with us and dropped monthly payment to about $120 a month. I was told, that because of this situation, the loan is not in regular system and I would have to call in every month and make the payment. Ever since I've been calling and no one in ACU knows what I'm talking about, transfers me several times to different representatives and ends call.Please help me get in contact with correct department at Advantis Credit Union. I don't want this situation to get worse, and don't know what to do at this point.Thank you!Inna Kaletnik

  Business response

  02/08/2023

  We apologize for the delay and appreciate the opportunity to respond to this complaint.  
  
  Advantis financed Inna Kaletniks vehicle, a 2017 Cadillac Escalade.  Unfortunately, the vehicle was totaled in an accident, and insurance proceeds were insufficient to cover the full balance of the loan.  She requested a payment plan to pay the remaining balance.  Advantis agreed to a temporary, 6-month plan in which she would pay $150 per month.  Advantis would review the repayment plan at the end of the 6-month period.     
  
  Inna requested to make monthly payments via *** with payments starting on October 30, 2020.  We sent her a secure email requesting her signature on the *** authorization form.  She never returned the form, nor did she make any payments.  During this time, Advantis communicated with Inna on numerous occasions by telephone and e-mail with no issues. 
  
  We are confused that Inna stated the loan was not in our regular system.  Her account has never been transferred or sold to any other entity and is still being processed on the same system (and under the same loan number) in which the loan was originated.  We also coded her account so that she would be directed to Loss Prevention for assistance.  Loss Prevention is the same department that she worked with on the repayment plan, and Loss Prevention also helped her previously with making loan payments via debit card. 

  We would like nothing more than to resolve this issue so that Inna can pay off her loan balance.  She can contact our ************************** at ********************* or direct at ************ Monday through Friday from 8:30am-6pm and Saturday from 10am to 3pm.
  

*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. ↩