ComplaintsforGreenville Federal Credit Union

• 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

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have had a savings account since 2008 with Greenville Federal Credit. I rarely check my statements but did on 11/18/2021. My account was charged $5.00 a month since June 2021 with a note saying "Withdrawal Return Mail Fee" I called and spoke to a representative. He said they charged all their customers this fee. I asked why and he said they wanted to verify all the addresses. My address has not changed since I opened the account. The representative told me that they did not get any returned mail and did not send out any statements to me. He said it was just a way of getting customers to call and verify. If I did not call they would continue to charge. He could not answer if the basic questions like how much have they taken from their customers and how much interest they have made on the money taken illegibly out of their customers account. He said he would refund my money but not the interest taken from me. I asked to speak to a manager and he hung up. I have tried to call again but I have been on hold for a half hour. I would like my money and interest refunded immediately.

  Customer response

  11/22/2021

  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. 
  
  Regards,
  
  ****** *******

  no response the link does not open. It is a PDF file with nothing in it. Please send a response to my complaint. 

  Customer response

  11/23/2021

  I have and I accept their response.

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