ComplaintsforOnPoint Community Credit Union

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Onpoint CCU is committing tax fraud and securities fraud.since the beginning of this year I have been requesting paper statements for an account I had with them and they have yet to send on. Ive mailed their CEO about this and no response. Ive mailed their CFO and no response. In the branch I receive no help. I have filed the proper documents with the *** for the discharge of the account debt. then they stole my vehicle and try to say its a repo but have yet to communicate with me at all. no calls or mail. they are being negligent and not responding to anything. I will be moving forward to whistle blow on them for their violations. I have **** green cards showing they have received my letter and are deliberately ignoring me.

  

  Business response

  09/23/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an account with ********************** for $200K with a zero balance. I was never told that there was an annual fee, and when this fee was assessed I never received a message that it was overdue, so I had no idea this happened until I looked at my credit report and saw there was a 30 days past due notice on it. When I called OnPoint they told me it wasn't their problem.

  

  Business response

  09/03/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We have responded via letter directly to the individual, which they should receive within 5-7 business days.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bought a new car from suburban Chevrolet, between the dealer and on point credit union they put my physical address as the mailing address, I was very explicit on the the fact I do not get mail at my physical address, never got any things from on point a month later and called the dealership, they told me my first payment is due Aug *************************************************** about payments, July 23 I got a call from on point saying my account was past due and I need to make a payment over the phone and pay a ***** dollar late free, confirmed they sent it to the wrong address and gave them the correct address again and explained I do not have a mail box at my home address, checked the mail today and still no bill, called and they said they didn't change the address last week because my wife didn't give permission to do so and she's is on the account....nobody said anything about that last week and again I told the guy today to call my wife while she was at a Drs appointment and get what approvals they need, he did that and then said if i dont go into a branch befor the 10 th they will report my account past due to the credit reporting agencies.... I have spent over four hrs on the phone to try to get them to just send me the bill, I never received a email bill as I was told today, he literally said he sent it while we were on the phone, I nor my wife have ever been late on any bill in our lives, on point BBB ranking is 1.1 , I have done everything I can possibly do to get them to send me the bill to my mailing address.

  

  Business response

  08/16/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We have responded directly to the individual in the form of a letter, mailed on August 14, 2024.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27th 2024, OnPoint community credit union called me telling me there were fraudulent charges on my accounts. The person started listing off fraudulent attempted charges and then started listing off charges I had actually made. During this time the call dropped so I immediately called back and it directed me to my bank. At this point during the waiting period I checked my account and found a $2000 Zelle charge that I had not authorized. I immediately reported it to OnPoint as fraud and the associate told me that there is almost a zero chance I will receive my money back. This is absolutely unacceptable and I will not be on the hook for $2000 because the federally backed bank refuses to do their job of protecting MY money that I entrusted them with. They have an obligation to either retrieve and/or cover my loss. They failed to protect my asset by way of a security breach or sharing of information. I was hung up on by a supervisor while explaining the situation, and then was met with disregard by multiple other employees telling me there is no more they can do. This is a very KNOWN issue that Zelle transfers are being conducted unauthorized. I did not give anybody any of my personal information. I did not authorize a Zelle transfer, and I DO NOT EVEN USE ZELLE. I expect my money back, and I expect it back in full. OnPoint has alluded to the possibility of them giving me a provisional credit in the sum of the lost $2000, but that after 45 days they may take it back if they cannot locate these funds. So not only did they blame me, then tell me that they likely will not retrieve my money, but they then are telling me they are going to take the money back after if THEY cant do their job? Unacceptable. I have made a fraud claim with OnPoint, I have contacted CFPB, filed a police report, I am now filing with BBB, I will now be filing with the attorney general if i do not receive my funds.

  

  Business response

  08/08/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was enjoying my membership with OnPoint Credit Union for 2 years before a fraudulent charge appeared on my credit card at the start of July 2024 after a strange interaction with a merchant. I noticed it instantly and went in person to the branch to cancel the affected assets while the transaction was pending and start a dispute process. The charge was for $195 and featured the name of an explicit service I had never used.The overall attitude was disappointing to say the least. They mostly did the bare minimum to legally comply with the "request" and provided no support. I'm not sure if they have just given up trying to protect their customers that element of financial *********************** or if they are capable of doing something but choosing not to.OnPoint Credit Union makes the claim that they will dispute fraudulent transactions on your behalf.If I purchased a product or a service, what was it?If I purchased a product, from where, and what did they send me? I never agreed to any kind of exchange, but even if I had, I still received nothing in exchange.If I purchased a service what was it, how did I obtain it, and what was it's quality?These are all basic questions that OnPoint Credit Union was able to provide any kind of answer or assistance with.If OnPoint Credit Union cannot do anything about even the most basic and clear-cut case of fraud they should not be advertising it as part of their financial services offering.

  

  Business response

  08/06/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will mail a response letter by end of business day 8/6/24 directly to the individual.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made several deposits into my account and the transactions take days to clear even with direct ATM deposits. I need to speak with someone immediately!

  

  Business response

  07/29/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. A letter has been mailed to the individual in response to this complaint.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had an Auto Loan via OnPoint Community Credit Union since May/2022. I make monthly payments via BillPay from **** of America (BofA). I have never made a late payment for this Autoloan. On 4/4/24, OnPoint errantly deposited the $368.88 check from BofA (sent by BofA on 3/21/24) into my Onpoint ************** account, and not into the OnPoint Auto Loan account. This error by OnPoint wasn't discovered May/2024 until I enlisted the help of BofA with OnPoint. In the meanwhile, OnPoint submitted a late payment notification to the 3 credit bureaus: Experian, Equifax, and Transunion, and this has subsequenly and significantly decreased my credit scores with all 3 credit agencies. OnPoint in May/2024 said to me via phone call they would fix the problem by notifying the 3 credit bureaus, stating that in fact there was not a late payment for April/2024. As of 7/12/24, all 3 credit bureaus (Experian, Equifax, and Transunion) continue to state that per OnPoint, there was a late payment for April/2024, Auto Loan. I am seeking help from the BBB to resolve this issue, and ultimately have my credit report at all 3 credit bureaus be correct, as there was never a late payment from me for this Auto Loan. Attached: (1) copy of my OnPoint ************** account showing the 4/4/24 deposit for $368.88 (which is the wrong account for the deposit); (2) copy of my OnPoint Auto Loan account which does not show the 4/4/24 deposit for $368.88 (which is where the deposit should have been placed).

  

  Business response

  07/22/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. A response letter has been sent directly to the complainant as of 7/22/24 through standard mail. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone electronically deposited personal check into my checking and saving. $750. Into checking, $1000 into savings. The credit union excepted them and let a withdrawal of $740. From checking, put my account in the negative. Placed a hold on the $1000 in savings. Both checks were returned because the account they were from was closed. When my SSI direct deposit went in I had no money. When I called they took $750. From my $943.00 SSI, left me under $200 because of fees. My savings was $2000 neg because one of the employees made a mistake and ran the same bad check 2 times. they won't refund, or allow me a debit card or do any online transactions. I have a disability that prevents me to go places. I have had so many unknown, double, and return fees at this company and they won't listen to me. I have lost so much money. They have insurance to cover froud charges, I just found out, so why and what are all these expenses out of my pocket that they aren't explaining or returning? I don't like calling them because they don't want to help me and they make me feel like I'm in the wrong, when I have proof that they did wrong but nobody wants to see or when I do spend a lot of time researching and emailing it I still don't receive my funds back when they turned off my debit card, I was promised by 2 employees that if I filed a dispute again Uber that I would be fine. So I did and without any notice they cancelled my card which left me no way to get anywhere, no food, transportation nothing and I had just moved that day (on a Friday) my service cat and I had nothing for a week because of them, and now because I have been treated so badly and scared to call them I have lost several thousand dollars for them not alw

  

  Business response

  07/02/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution within 10 days.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a joint owner of my mother's OnPoint account for over 15 years to watch her account since I also bank with OnPoint. My sister received *** over mom's account to helkp sell her house last August since mom does not do online transactions. In November, 2023, I noticed ****** wired out of mom's account. When I asked her about it, she told me it was to be for $11,000 and went to my brother in ****. At this time, I informed her it was $10,000 more than she thought. With her permission, I moved her money to my bank account until we could figure this out. My sister, ****, has a friend who manages the Sherwood, OR OnPoint branch. At the time I transffered the money, the branch manager alerted my sister. She called my mom, whom called and asked me to put it back which I did. I then drove to her home to show her online the transaction was for $******, not $11,000. After logging into my account, I realized I was no longer a joint owner. The ***************************** manager had removed me without my written consent. This is against bank policy and the law. This really upset my mom since she had no idea, and I have been on her account 15 years and never took a *****. Without my sister's approval, the bank refused to add me back on the account. My mother then has the *** revoked and rewritten for only health care decisions, nothing financial. Mom and I then took the new *** into the ************** branch only to learn we had to close her accounts and reopen them with different account numbers. When my sister found this out, she went into the bank again talking about her ***, not knowing it had been revoked. At this time, the bank froze mom's accounts until a conservatorship is setup. About 3 months prior I added my mom to my savings account incase something happened to me, she can help by accessing my money. Without a phone call, text, or email to myself, OnPoint froze my savings account because mom's name has recently been added to it. Please help.

  

  Business response

  06/13/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We got behind on our mortgage payments to OnPoint, and they sent out a final demand letter. When I tried to make *****'s mortgage payment, I was told it was only a partial payment and they would not accept less than the amount due to stop foreclosure proceedings. The amount was more than $5,000, which we weren't able to pay.We received help from the **** who were told to send a check directly by mail to OnPoint, rather than give us the check to pay at our local branch. I thought it would be faster if it went directly to OnPoint. However, as of today, six days later, OnPoint's collections department claims not to have received the check, and that they will require ten days upon receipt to process. That will be well after the deadline they set to start proceedings. They have not offered to forbear, despite the fact they spoke directly with the representative from Human Services and asked for the check to be sent through the mail, knowing they would also require two business weeks to process, as well.

  

  Business response

  05/09/2024

  We value the privacy of our members, and for that reason, we cannot provide the details of our investigation and response to this complaint. We will reach out to the individual directly to discuss any resolution.

*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. ↩