ComplaintsforErie Federal Credit Union

• Initial Complaint

  01/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In regards to Erie Federal Credit Union, specifically their credit card (mastercard) department. The credit card has been closed for over 2 years and I was in the process of paying off the credit card. The credit card was opened on an account that had to be closed due to fraud on that account. I had to open another account, but had to keep the first account open due to the credit card that was opened. A recurring auto withdrawal of fifty dollars has been collected successfully every month for approx 3 years without issue until this past November where the $50 payment was attempted to be drawn on the wrong account to be taken out and was due on 11/10/23. I called 11/26/23 at 9:58am to ask why the auto withdrawal had not yet been taken for the credit card and the bank replied that there was a courtesy partial payment, but couldn't confirm a reason why. When I did try to make contact back and forth to try and figure out why the full payment of $50 hadnt been taken, it was confirmed that I wouldn't have any double payments in December that they could extend my end date one month longer. I was treated very poorly and like less than a human after calling repeatedly to make sure I would ONLY get charged my normal payment amount in December for the remaining months due to having a strict household budget. On 12/1/23 $50 was auto withdrawl from my account and the $30 partial payment was added to my account. Then, on 12/8/23 $100 payment was auto withdrawn from my account as a payment. I called the mastercard division to ask about the payments again and I was told that my agreement of payments has always been $100 and it was going to change in January which is untrue because I have been paying $50 a month for over 2+ years now. I have consolidated all my bills around the same time to make sure that I could successfully pay off all my debts in a timely fashion. All other credit card debt was consolidated 4 years ago thru ACCC with auto withdrawal of 194 approx without error, as well. Today, 1/8/24 another 50 dollar payment was withdrawn when by my figure, I am now ahead by one full payment.

  Customer response

  01/19/2024

  Today is Friday, Jan. 19th, and the 10th day from your contact with my bank paymt complaint. I understand a second request by BBB will be sent out, giving them a second 10 days.
  
  
  However I received a bill that is collected thru autopay yesterday for a Feb payment of another $50 they will be taking by Feb 7th. Just an update for your records. 
  I appreciate your time n effort on this matter.

  Business response

  02/14/2024

  Erie Federal Credit Union (EFCU) has reviewed member complaint ********. 
  The member has stated that her credit card is paid ahead by one month due to a double payment taken from her account. Below is a summarization of the events that transpired. 
  
  The member had established an automatic payment of $50 per month for her credit card. The November payment tried to pull from an old account number and therefore was returned. Once the account number error was discovered, it was corrected immediately and EFCU Member Solutions department took a payment of $50, on December 1, 2023, from the correct account, to put the member back on schedule. 
  On December 7, 2023, a double payment of $100 was taken from the member's account due to a miscommunication error with the Mastercard vendor. 

  
  EFCU's internal Mastercard department has reviewed the member's credit card and determined that the member is paid ahead by one month and has taken the following steps to correct the error: 
  Confirmed the member's monthly payment is $50.
  Per member request, deleted the automatic payment from EFCU account so member can make monthly payment from an external account.
  Completed steps to re-age the member's account to validate the paid ahead status by one month.
  Verified member's exact due date. 

  
  On January 29, 2024, EFCU's internal credit card manager spoke with the member explaining the steps taken to correct the error with the member's account and apologized for any inconvenience caused to the member. Per the conversation, the member was satisfied with the results. 

  
  It is the policy of Erie Federal Credit Union to address each member's complaint to reach the utmost amicable solution. Erie Federal Credit Union always welcomes member questions and concerns and strives to provide the best financial solution. 

  
  Sincerely, 

  
  Brian *. W*******, CEO 
  Chief Executive Officer 
  Erie Federal Credit Union 
  

  
  

  Customer response

  03/01/2024

  
  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. 

  Yes. I did get call back from them, and I thank you for reaching out to them. It has been resolved. 

  Thank you again, 
  
  Regards,
  ******** *******

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Because of the non-disclosure of use of 1st appraisal if 2nd was lower prior to entering into agreement for the second appraisal, I asked for my $345 to be returned. I asked for a solid explanation of the vast difference of appraisal price from the same company within less than two weeks of each other. I then asked because of this vast difference to have the first appraisal used and the second voided. I also submitted and have so again here, a copy of the $185,000 appraisal that was performed in September 2022. Nothing about this process, difference of amounts from the same appraisal company, and information provided along the way has been professional whatsoever, and now has come at a cost of $345 and loss of a loan, not to mention the incorrect communication of the first appraisal, which was said to be only $162,000 and change that led to the decision to have the second one performed. This has been in process for over a month, tons of misinformation and aggravation that you certainly would not expect from a bank/credit union. I have been a member of Tendto/Erie community credit Union for decades without issue. Because I have been treated so well there and they do not offer home loans, instead of taking my business to Northwest or another large branch I opted for another credit union, and this has been very disappointing.

  Customer response

  07/19/2023

  Good morning… I just wanted to provide a case update. We opened two cases. The first is for Erie Federal credit union case number ******** and another one for ******** ***** case number ********. To date, we cannot get a return call, email or any communication from ******** *****. We were told by Carrie at the credit union for case ******** over one week ago that she was reaching out to ******** ***** to find out why the concerning difference in appraisal prices. I had not heard back from her so I reached out to her today . I will attach screenshots of the email. She told me because we open the case with the Better Business Bureau. She can no longer give me any information as it has been referred to their legal team. Thank you.

  Customer response

  07/26/2023

  Just another case update. Because of the fiasco with Erie Federal credit Union, I moved my business to northwest savings bank. The appraisal just came back in which I will attach at 185,000. The exact same amount as the one that was conducted in September and is $35,000 more than ******** *****. Thank you

  Business response

  08/08/2023

  Erie Federal Credit Union has reviewed member complaint ********.

  Based upon completed internal investigation into this matter, the following was determined:

  * Member applied for a home equity loan on May 25, 2023.
  * On June 15, 2023, EFCU received an Automated Valuation Model (AVM) valuation.
  * Member believed the value was too low and asked to have a full appraisal completed at their expense.
  * On June 22, 2023, a full appraisal was ordered and paid for by the member.  The member was also informed that the appraised value would be the final value used in determining the available equity in the property.   At this point, the scheduled appraisal could have been cancelled by the member.
  * Full appraisal was received on June 25, 2023 at a lower value than the original AVM valuation.
  * Member was mailed an Adverse Action Notice and a copy of the appraisal on June 28, 2023 and June 29, 2023 respectively.
  * On June 30, 2023, member disputed the valuation provided by the appraisal at which point the branch manager sent the member a formal appraisal dispute form. 
  * Signed dispute form was sent to the third-party appraisal management company (AMC) on July 3, 2023.
  * July 5, 2023, the AMC validated that the appraisal valuation determined remained the same.
  * On July 19, 2023, and upon the member’s request, EFCU refunded the cost of the full appraisal.
  * July 21, 2023, EFCU’s VP of Branch Operations spoke with the member where the member accepted the refund, thanked EFCU for the refund, and stated that they were going to apply at another financial institution.

  It is the policy of Erie Federal Credit Union to address each member’s complaint to reach the utmost amicable solution.  Erie Federal Credit Union always welcomes member questions and concerns and strives to provide the best financial solution.

  Sincerely,

  Brian *. W*******, CEO
  Chief Executive Officer
  Erie Federal Credit Union

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is again inaccurate. When Dawn informed me, the appraisal came in at $162,000 on June 15, She discussed with me doing a full appraisal. I agreed to the full appraisal and upon returning to town Friday, June 16, I deposited the $345 into the account to have it performed. The ONE and ONLY time it was ever disclosed to me that the second appraisal with Trump, the first one no matter what was in her email I have attached on June 22, 2023. Prior to me even receiving the email, the appraiser had already called to schedule for that very same day, June 22, 2023 to which he performed the appraisal on that exact date at approximately 5:00 PM. Dawn had from June 15 all the way until June 21 to even disclose this once, but she failed to do so. Again, the ONLY time she disclose this was on the very date of the appraisal, AFTER she informs me the funds were already withdrawn, and the appraiser was already scheduled for that same day! This is a pertinent piece of information that should’ve been disclosed. Compiling that with the fact she told me the first appraisal was 162,000 when an essence when Carrie, the manager took over, she informed me the first appraisal was for $175,100. Two very critical mistakes! First, if the correct amount of the appraisal was disclosed properly, I would have gone no further. I would have excepted the first appraisal, used the $33,000 in cash that Dawn knew I had from the start of the loan process as I was debating whether to even take the loan out for so much or to put the money I had down on the credit cards and then take the loan for the balance which I easily could have done with an appraisal of $175,100. So, she doesn’t disclose until the very day of the appraisal, after the money is withdrawn, and after the appraiser is scheduled that the second one will Trump the first one. There is absolutely NO way I could have pulled out of anything as the money was already withdrawn at the very time she first and only communicated to me the second appraisal would be the only one used and the appraiser had already scheduled with me for that same day, June 22, 2023 at approximately 5 PM to appraise the property. She had from our first conversation about the second appraisal on June 15 all the way until June 21 to even mention it once and never did until the funds were removed, and the appraiser was scheduled. This can easily be seen by the dated attached Email on June 22. Clearly by the verbiage it was the first time this was ever mentioned. AND, her first communication stated the appraisal was only 162,000 instead of the actual 175,100. I was then told by Carrie this is a “good learning experience” for them, which I attached her email stating this in the original complaint. This learning experience cost me the loss of a much lower interest-rate loan, a hard pull on my credit, as well as all of my time and frustration chasing this around from the start of this process at the end of May 2023 to date. These are not small over sites for a person in charge of lending, it is gross negligence. After her manager, Carrie began to work on the case, she was going to supply me with the first what she calls, drive-by appraisal, and never did. She also was going to reach out to ******** ***** for a solid explanation of how their company appraised at two times in less than two weeks with a significant price drop of $25,000. Carrie has never supplied me with this either. I reached back out to Carrie by email on July 12 to see if there was a response from ******** ***** and she notified me she could no longer give me any information as it was now in the hands of their legal team due to my complaint with the Better Business Bureau. Therefore, to date, I have not received an answer as to this. I could not attach the screenshot email of my inquiry to this case as I was out of attachment slots, but I can send it separately if needed. And yes, of course I had to begin the process working with another lending institution because they denied my loan application based on the second appraisal. 
  
  Regards,
  
  **** ****

  Business response

  08/17/2023

  On July 19, 2023, Erie Federal Credit Union refunded the cost of the full appraisal to the member.  Because the full and validated appraisal was the most recent valuation obtained by EFCU, that valuation figure was utilized in determining the qualified loan amount for the loan request.
  
  Erie Federal Credit Union spoke with the member on July 21, 2023, where he accepted the refund for the appraisal, thanked EFCU for the refund, and stated he would be applying at another financial institution.
  
  It is the policy of Erie Federal Credit Union to address each member’s complaint to reach the utmost amicable solution.  Erie Federal Credit Union always welcomes member questions and concerns and strives to provide the best financial solution.

   

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Erie Federal Credit Union keeps reiterating I accepted a refund of the appraisal as if it is a solution. Of course I accepted it, there was no other choice. The damage is the incompetency, and in accurate information of the loan officer, causing the loss of this loan and additionally, the appraisal group, that the institution chooses to use, ******** *****. 
  

  In thoroughly researching, I have come to find and confirm on the second appraisal, where a FULL appraisal was to be done by an actual appraiser. This was not done whatsoever. There was never once a qualified appraiser on the property. There was a man there that measured and took pictures, and then his own words was to pass it along to the lending institution to be handled in house to set a price. Whether in house means you chose to send it to ******** ***** for a final number or whatever the circumstances, there was never an actual appraiser on the property that we paid for. Again, in less than two weeks time ******** ***** came back with two different numbers substantially different than one another of a $25,000 deficit. 
  

  I have already laid out a complete, detailed listing of all of the issues with this loan, start to finish, the damage of losing a loan this caused etc. so there is no need to reiterate again. 
  

  I was told for the second appraisal I paid for out of pocket I had no choice in who was used and was selected solely by Erie Federal credit Union. That means said, I Erie Federal Credit Union is responsible for who they choose and it is their responsibility to make sure this is an actual appraisal done by a qualified appraiser. As I said, never once with either appraisal, was there a qualified appraiser ever once on the property. As well, again to date, I have not received a response from Erie Federal credit Union who was to tell me after speaking to a ******** *****, why such a significant price difference. 
  

  I have attached a copy of the full appraisal conducted by an actual license appraiser that was on the property. Their first data driven appraisal came in at 185,000. Upon having a full appraisal which included an actual appraiser who is certified and includes his certificate in his final appraisal, amazingly it was appraised at $205,000. 
  

  Erie Federal, Credit Union employees loan officers, that do not disclose accurate, lending information which causes damage to the borrower and their upper management, then calls it a learning experience for their employees, at the borrowers expense! They additionally use an appraisal group that never sends an actual appraiser to the property and in less than two weeks gives a $25,000 less value without explanation to the borrower who paid for it.
  
  Regards,
  
  **** ****

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had mva, vehicle was totalled. Per auto lawyer, they were in touch with GAP insurance, only for GAP to drag feet and keep needing paperwork. It ended up being March 2023, I and attorney called Erie Federal and spoke with Terri member services. She assured us, loan wasn't even 30 days late in March, and attorney even told her, within week GAP was paying, which they did. However Terri lied to not only me, but our attorney also. And put 30 day late on my very good credit report. I've reached out to ceo Brian, only for the lousy pig to shy away. Terri, and the phone conversation had, now sets her and Erie Federal Credit Union upto a Lawsuit. In March. I was only weeks late, and GAP paid long before end of March. Terri lied to us, and damaged my credit report over something already paid!

  Business response

  04/19/2023

  Erie Federal Credit Union has reviewed the member complaint referenced by the ID number ******** above. 

  
  Upon receiving BBB notification, Erie Federal Credit Union immediately began a thorough and prompt internal investigation into this matter. Upon completion of investigation, Erie FCU. did contact the member directly on Friday April 14, 2023 to inform him of determined resolution. The member stated he was satisfied and requested an emall of the conversation confirming this action. 

  
  Erle Federal Credit Union always welcomes members questions and concerns and looks forward to providing positive results in all situations. 

  
  Sincerely, 
  
  Brian *. W*******, CEO Chief Executive Officer 
  Erie Federal Credit Union 
  

  
  

  Customer response

  04/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Erie Federal wrote in their letter, they'd send an email regarding such, and still to this date, failed to provide any form letter in email. 

   

  ***** ****************************
  4:10?PM (15 minutes ago)
  to me
  
  So was Brian's signature forged by Mary?
  
  reason is, Friday, April 14, Chris Cortez CEO at Erie Federal , ext 1025, called me and stated everything would be fixed on credit. Like Mary wrote, But NO email has been given as asked.
  
  But I also asked that day, for an Email with a letter of what we talked about. Chris said i should receive it Monday.
  
  Here it is Wednesday, 4/19, and still No email as discussed and promised!
  
  Mary even mentioned this would be done, BUT Never clarified email was sent, Not proof. 
  
  So, the issue is, Now ive been told twice that an email would be sent, but still nothing produced, 
  
  At least allow Mary to explain where and attach proof of the email they said, and she even wrote to you about that.
  
  
  
  Regards,
  
  ***** *******

  Business response

  05/12/2023

  Please be advised that our office represents the Erie Federal Credit Union with reference to the above- captioned matter. 

  
  I am writing in response to your letter dated May 1, 2023 to Brian W******* who is the Chief Executive Officer of the Erie Federal Credit Union. We are also writing in response to the member's Complaint that his credit was impaired and that the Erie Federal Credit Union did not get back to him relative to his April 14, 2023 inquire into this matter. 

  
  The Erie Federal Credit Union did in fact promptly respond. On April 19, 2023, the Erie Federal Credit Union received a demand letter from counsel for the member. When the demand letter was received, the matter was referred to the Quinn Law Firm for a timely response. On April 26, 2023 we responded to the member's attorney in great detail regarding the factual background of the vehicle loan and the one-time thirty (30) day delinquency flag was removed from the member's credit reporting despite the fact that the loan was in fact more than thirty (30) days delinquent in order to promptly address the member's concern and rectify the situation. 

  
  Under our ethical rules, an attorney is not permitted to correspond directly with the member. Instead, once we received the demand letter from counsel for the member, we had no alternative but to respond to his attorney rather than the member himself. As such, the member need only contact his own attorney regarding the written response which we sent to him back on April 26, 2023. 

  
  If you have any questions or need anything further, please do not hesitate to contact me. 

  
  Very truly yours, 

  
  QUINN, BUSECK, LEEMHUIS, TOOHEY & 
  KROTO, INC. 
  By 
  Michael *. J** ***** 
  

  
  

*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. ↩