Complaints

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A fraudulent purchase was made on my account to a ******** ******* in San Antonio Texas on October 20, 2024. I realized the charge was made when I checked my bank account and was in overdraft. I contacted Greenville Federal Credit Union on October 21, 2024. I also contacted their fraud department. My card that was used ending in **** was deactivated. I was never contacted by the fraud department after I spoke to them. ******** stated that they issued my refund weeks ago. I informed them that the card used was deactivated. ******** continues to keep me informed. They are adamant that they have issued the refund. Greenville Federal credit Union has done nothing to assist me with this matter except for charge me one overdraft fee after another. I have provided conversations between me and the Credit Union and also me and ********* ******** has diligently assisted as much as they could. Greenville Federal has allowed this issue to go on for a month without any assistance on refunding me my money and the overdrafts fees they owe me. I do not believe they plan on issuing me any of my money back.

  

  Business response

  11/26/2024

  Dear *** *********

  
  The Credit Union has reviewed your complaint and the transactions in question. After a thorough examination, we determined that the merchant authorized the charge on October 20, 2024. The following day, on October 21, 2024, the merchant issued a refund for this charge that offset the original authorization. This offset occurred before the transaction was posted to your account, which is why neither transaction appears on your statement or mini statement. As it stands, there is no valid charge to refund, as the refund has already been processed.

  
  Additionally, you contacted the Credit Union on the morning of November 26, 2024, to discuss the charge, refund, and related fees from October 20 through October 21. We conducted research and provided you with the relevant information about the charge and refund. Furthermore, we refunded $150.00 to your account for the overdraft/courtesy pay charges incurred on October 20 and October 21. Documentation such as a mini statement can be requested through our Banno messaging system or by visiting the nearest branch.

  
  The Credit Union attempted to reach you by phone; however, you did not answer, requesting that we respond via the Better Business Bureau.

  
  To summarize, the charge was authorized by the merchant and refunded the following day, effectively offsetting the charge. Additionally, you received a refund of $150.00 to your account.

  
  Thank you for your business with the Credit Union.

  
  Sincerely, 
  Greenville Federal Credit Union

  
  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I deposited a monthly paycheck in the amount of $****.** on 10/31. The check is marked as accepted however, the bank has yet to release the funds into our account. I reached out to the bank this morning as I have several bills due today and need to feed my family. I was told I would not see the funds until 11/6! Now, my account has a delinquent balance of -$***.**. I am being charged overdraft fees! In addition to all this. We have been trying to get a auto loan but the loan agent takes a full day to respond to all messages. When I try to call, she is never available. I have a separate account that is also delinquent because the online log in will not let me in. I have alerted Greenville Federal of this issue 3 times and they have done nothing to help me access my account. I am tired of the very little extra income that I have being eaten up by the fees I pay them, due to their own negligence. Now, I worry that the bank will not give us a loan because of the delinquent account that is only occurring because they are taking too long to release the money that has been deposited. We are in desperate need of a car and cannot get one because of the issues we are facing with the bank.

  

  Business response

  11/05/2024

  Thank you for spending time speaking directly with us regarding your complaint. We were able to resolve all situations you shared with us. If you continue to experience any issues, please reach out to us and will assist in any way possible. We are grateful for your continued membership and we hope to continue to help you grow and prosper!

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To whom it may concern and the decision maker of GREENVILLE FEDERAL CREDIT UNION; I have been in communications with the major credit reporting agencies regarding the below account showing inaccuracy and incompleteness on my consumer report. The credit bureaus are stating the account is verified and accurate with the exact information reporting (showing below highlighted in this letter) on my consumer report, in which i do not agree with your reporting nor decision. Per 15 USC 1681s-2, a creditor shall have in place reasonable procedures to respond to any notification that it receives from a consumer reporting agency. I’ve disputed this account several times in the past with the credit reporting agencies for the same errors, yet GREENVILLE FEDERAL CREDIT UNION keeps reporting back to the credit bureaus stating the SAME information is accurate. I’ve attached a copy of an updated consumer report to show the inaccuracies and incompleteness of this account that is considered “verified and accurate”. Please conduct a thorough investigation on the last payment date and payment history on this account. Last payment date: 12/22/2021 Payment History: A payment is reported January 2022 on Experian report This has affected my household and living situation tremendously. Also, this has hindered the approval of my new home with underwriting. DELETE this inaccurate and incomplete account from my consumer report unless you have verified proof demonstrating U.S CODE 15 U.S.C 1681s-2 and you can send me thorough evidence and procedure describing how this information is in fact accurate and complete and I would like to see what I have requested. Please do not send me a standard one sheet paper or a stack of invoices and payments proving your case. The law allows this right.

  

  Business response

  08/23/2024

  Ms. *****, thank you for reaching out regarding your complaint. After extensive research, we have determined the last payment made on the account in question posted on 12/22/2021. Because January’s payment was due on 1/16/2022, the account was not yet 30 days late until February 2022, therefore January is marked with a check. The information being reported to your credit report is accurate according to the period of being 30, 60, and 90 days late on your payments. If we made any updates, it would be to remove the checkmark in January which would worsen the credit condition of this account since the last payment date is accurate on your credit report. Thank you, and we wish you the best in your future financial endeavors.

  Customer response

  08/24/2024

  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.  
  
  To whom it may concern;
  After carefully reviewing the response from GFCU, the employee admitted the mistake and stated if it’s updated as requested it could allegedly hurt my consumer score. 
  
  By FEDERAL LAW, if information is reported to any of the credit reporting agencies, it MUST be accurate all across the 3 credit reporting agencies. As I have not been able to retrieve my ********** report yet (if I need to I will), however the attached documents shows the inconsistencies of payment history between the information being reported to ******* and ********.

  Currently, you are violating the law and responding with your own decisions and opinions of this situation. You’ve failed to conduct reasonable procedures by reporting accurate and completeness of this account.
  
  Since, we’ve came this far and there has only been hearsay from GFCU and you’ve disregarded my previous letter asking for evidence and proof but were no attachments on your response, I am asking again (my final time) to provide the following with additional information being added;

  - Payment history of this account including a FULL audit of monthly payments, charge off date, interest monthly, principal amount.

  - A FULL AUDIT of what has been reported to all 3 credit reporting agencies since the last date of delinquency AND including the responses sent back to the credit bureaus when disputes were received from **********, *******, and ******** in the past regarding this account. I do not want hearsay. I NEED ACTUAL PROOF.

  - PROOF of reasonable procedures were in place to ensure EVERYTHING has been reported the same, accurate, and complete amongst **********, *******, and ******** every single month since the date of delinquency. I do not want hearsay. Please provide PROOF. Who responded to the past disputes (every single dispute). What were the responses provided to the credit reporting agency? If responded verified, what proof to backup proving it was verified and accurate?

  - What date and information did you report to the credit reporting agencies when the account became delinquent.

  Again, I need to get this issue resolved immediately and requesting HARD proof. Hopefully, you will take this response into consideration as hearsay is not a response nor billing statements or invoices. Also, to consider violating the Federal Law is very serious no matter how minor or major it may seem. 
  

  If this situation has been found GFCU at fault or cannot be proven with actual documents , the simplest solution is to delete this account from my consumer report as it has already did it damages due to GFCU inaccurate reporting. I am not asking GFCU to choose what the solution should be. Please be wise with your response as I believe it will save us both time and money to not proceed with legal actions.

  Best,

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

   

  

  Business response

  08/26/2024

  The consumer has been contacted directly by the credit union and information regarding the complaint was provided directly to the consumer.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/19/23, I booked a vacay rental through *********** and paid the full amount of $1,758.72 I received an email from *********** on 11/28/23 stating that the booking was canceled because the host wasn't able to accommodate me for the dates on which I requested. I contacted them the same day, and they told me that I needed to dispute the payment through my bank. I contacted GFCU on 12/8/23 and made them aware that I needed to dispute the transaction so I made a fraud claim which was then made as a dispute. GFCU said I needed to provide documentation of the purchase and proof that the reservation was canceled by ***********. I submitted docs and received an email from cardholder service stating they had received my documents and would contact me in the next 2 days. I waited 2 days and didn't receive an update on the dispute case. I then went to the local Greenville federal office, which is 45 minutes away from my home. I spoke to a member specialist named Cindy B******* Cindy told me that they needed more documentation for this case. I sent the documents directly to Cindy before I left the office so it could be escalated. I never heard anything back, so on 12/14/23 I went back to the local office and was advised that I needed to send the documents again. I sent Cindy more documents showing proof of purchase, and the proof *********** canceled the reservation, and I never received what I paid for. I received email stating that they had received those docs again and would contact me in 2 days. I still never heard anything back that time either. 12/27/23 I took another 45-minute trip to the office and sent all of the information again and received the same email stating they received the documents...AGAIN. I was then told that day that the branch wasn't able to refund me the money. When I questioned why I couldn't dispute the transaction, I was not given a definite reason why it couldn't be done. I am requesting a refund for services paid for that was never received.

  

  Business response

  01/18/2024

  Thank you for your membership with the Credit Union. Upon review of your transaction, we sent notice of the dispute to our third-party payment processor, ****, on the initial date of your dispute. Investigations into these types of disputes can take an extended amount of time, upwards of 60 days to complete. On 12/20, **** notified us that they attempted to contact you. The notes from **** state the call went straight to voicemail and a message was left for you to return the call or supply cancellation documentation to their email, “******************”. On 01/03/2024, a chargeback was submitted to the merchant. The merchant re-presented the charge on 01/10/2024. Due to this, we are required to review the documentation presented by the merchant on 01/10/2024 as the merchant notified us that the charge was valid. We have requested to obtain the documents from the merchant to determine the validity of the re-presentment. As of 01/18/2024, we have not been provided with those documents. Once our Fraud Department and **** conduct our joint review, if we continue to believe the merchant is incorrectly presenting the transaction as valid, we will submit the dispute to the merchant as an invalid charge. The merchant then has 45-60 days to review and respond. We continue to work diligently with our teams and **** to resolve this dispute as quickly as possible. To effectively support us in this investigation, you can reach out directly to the original merchant and supply them with the same information you provided us. Let them know that we have disputed the transaction as they requested, but they are continuing to attempt to charge for the disputed transaction. We continue to work diligently to resolve this dispute and will provide you with additional information as soon as it's available from the merchant and our investigation teams. Thank you for your patience and your membership.

  Customer response

  01/19/2024

  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. 
  

  I have provided all of the documentations to cmsupport multiple times. This the the problem I've been having from the beginning. I provide all of the proof that I have, and then I'm told that the documents are needed again. I reached out to the merchant originally for a refund and was told to dispute it through my bank. I do not accept this response, and I am still wanting a full refund. 

  
  Regards,
  
  ******** *******

  

  Business response

  01/31/2024

  Per your request, we investigated the transaction that was disputed. We submitted all the documentation that you provided to the merchant as requested. We have uploaded documentation that the merchant provided us on 01/24/2024 sharing that the charge was valid. Based on the information provided by the merchant, any additional dispute would need to be conducted directly with them. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have noticed that my Greenville Federal Credit Union will post an incorrect amount to my account. I did a transfer from my other bank account with ******* *** on Friday October 20, 2023 for $250.00. the transfer stated that it would be done on Monday, October 23, 2023. I have not used my Gvlle Fed card in days. I checked my account to find that I was in the negative. I also did a transfer from the same account for 100.00. I checked my account this morning and I was in the negative with a 37.50 courtesy fee. I only use my card if I know the money is in either my checking or savings with Greenville Federal. Lately I have noticed a good amount of courtesy fees and charges that are incorrect. I have sent the Credit Union a message to try to get my money back. they are stating that I went over in my account by 350.00 which is definitely incorrect. I want my money back with the courtesy fees included.

  

  Business response

  10/26/2023

  Thank you for reaching out. Upon review it appears that ******* *** incorrectly withdrew funds from your account instead of depositing the funds into your account. This has since been corrected and the Courtesy Pay fee associated with that transaction has been reversed. Thank you for reaching out, and thank you for your membership.

  Customer response

  11/01/2023

  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. However Greenville Federal also has taken fees for overdrafts for charges. It seems to me like once you get 1 overdraft fee with this credit union they use anything to give you more. I check my balance, pending charges and available balance before I use this card. I believe they post this false balance and use this to get more money from consumers. Their system is outdated and incorrect. if you check my account you will see I do not have overdraft charges. I have battled with them before on overdraft fees. I spoke with a rep before that could not explain why I was receiving the overdrafts before. He could not explain why I had the charges. Since this issue was a problem before I make sure to check balances and screenshot what the account says versus what they try to charge me, Greenville Federal needs to be investigated on why they show one thing and then it seems to be another.
  
  Regards,
  
  ******** ********

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a one ounce "gold" bullion bar from **** on or about November 24th, 2021 for $1,819.40. A sealed and numbered bar showed up on December 1st. I had no reason not to think the bar was counterfeit, as again it was sealed and numbered from Argor-Heraeus. I went to sell the bar to a local bullion buyer/seller, The **** ******** whom I have had several dealings with over the years and trusted them. They informed me that was not solid gold at which time I contacted **** and ********** ********. **** informed me that since it was past 30 days they would not refund me. I assumed that they had vetted the seller which no longer selling on **** under ******. When I called ********** ******** back on May 5th, around 11:00 am, I was passed around to no less than 3 CSRs. Having not received a response, I called ********** ******** around June 5th and told that they needed verification from a reputable source that it was counterfeit. The **** ******** at my request broke the seal and did a chemical analysis, which I was instructed to e-mail to ********** ********. I received a letter dated June 14th from Cardholder requesting more information. I called and provided the requested information, at which point I was told they had not received the letter from The **** ******** and I was requested to send it again, which I did immediately. I then received a letter from ********** ******** dated July 27th that I would not receive a credit because requested information had not been received and because of the amount of time that went by to file a complaint. That letter suggested I contact **** with "**** **** ****************" whatever that means. I then called ********** ******** again and was told the matter was closed and requested to speak to a manager. Two days latter I get a voicemail from a manager, but I did not call back as the matter wasn't getting resolved. I am prepared to seek restitution by legal means against ********** ******** and **** if necessary.

  

  Business response

  09/26/2022

  ******* **** *********** is in receipt of the complaint filed with your office by ***** ********. Please be advised that we are unable to locate an active ******* **** account based on the information provided in the complaint. In order for us to assist, we request that the complainant please provide additional identifying information such as the full account number, the full name as it appears on the account including any middle initial, and/or the last four digits of the social security number. Once this information is received, we will be happy to assist.

  

  Business response

  10/24/2022

  Our member's frustration is understandable and there have been a number of service missteps along the way which we regret. A chargeback was submitted to eBay on 10/7/22 and the merchant has 30 days to respond to that or accept the chargeback as their loss. Running this process through to the end is an obligation the credit union must undertake. We will reach out to our member after 11/7/22 and determine next steps if necessary. We are as anxious as our member is to satisfactorily close out this event.

  Customer response

  11/01/2022

  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. 
  
  No action has been taken and won't be until after November 7th. I cannot accept a resolution that has not happened.
  
  Regards,
  
  ***** ** ******

  

  Business response

  11/07/2022

  Mr. ******** was made monetarily whole on 11/2/2022 which the credit union believes fully satisfies the resolution desired by Mr. ********. The BBB complaint messages program does not provide an avenue for us to update this information and it does not appear Mr. ******** has updated BBB at this point.

   

  We believe this event is closed and our member’s needs met.

   

  If you need additional information, please notify me at your earliest convenience.

   

  SBanks

*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. ↩