ComplaintsforFounders Federal Credit Union

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Founders for over 20 years an now I have received a letter saying they are closing all my accounts due to a credit card with them that I have ask help with for the past year an get no help. One employee says they can help but then the main office says they cant help. I need help with this.

  Business response

  11/03/2022

  The Member was contacted to further discuss the details of her request and the dispute was resolved to the members satisfaction. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 30th, I utilized ******** Pay to purchase an item (iPad, $200) using my Founders Debit Card. The item was never shipped or received. Tracking was printed by the seller, but never moved. ****** was contacted with no reply. I filed a police report on October 10th through the Catoosa ********************** (where the seller resides). The police department determined that the transaction was fraudulent on the sellers part. Tuesday, October 11th I contacted Founders and spoke with ******************************* at the ********* Branch and provided her with a copy of all screenshots, chat history, screenshots of item, tracking information and the police report. On October 20th, Founders said they would not do anything to assist any further in the matter and that I have no purchase protection on my card that would protect me in this scenario. When my wife called on October 20th, she spoke with ******* at the Lancaster branch and was told that she would not likely be able to provide me with any information regarding what is considered fraud protection. She stated that that information is not privy to customers, however she can provide the cardholder agreement. My wife and I have been Founders customers for a long time. Despite having all documentation and acknowledgement of this being an invalid charge, they refuse to refund me. Be wary of Founder's and their "purchase protection."

  Business response

  10/28/2022

  The Member was contacted to further discuss the details of the transaction and the dispute was resolved to the members satisfaction.
  
  

  Customer response

  10/31/2022

   
  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,
  
  ***************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My HELOC application was not processed correctly by ***********************. I submitted a voided check and opted in for auto payments from my Third party bank account. I received a default notice saying my payment was late this week and prompted me to investigate. Chereka Challenger has confirmed this was a processing error and it was an error on Founders end. She advised I need to make payment manually this week to avoid this becoming defaulted and credit report. I called in to the collections department this morning and spoke with ****** He advised I would have to pay a $10 fee for using my third party account. I tried to ask if I would be charged this on auto draft on my HELOC payments in future payments. He said no. I said then why would I be charged this when this is an error on Founders behalf. He said its a $10 fee. He over talked me and rushed me off the phone. He transferred me (without me asking to be transferred) to ****** in mortgage **** and she said there was nothing she can do for me and no idea why he transferred me because there is nothing she can do for me. I want to file a formal complaint regarding Tysons unprofessionalism and inability to address a customers concerns. I want to file a formal complaint in regards to any and all parties that had a hand in processing my HELOC paperwork. Moreover, Founders needs to disclose $10 service fee for using a third party company for payments. If I signed paperwork that discloses this, I want to see it with my dated signature.

  Business response

  06/17/2022

  The Credit Union has contacted the member and this issue has been resolved. We consider this complaint closed. 

  Customer response

  06/17/2022

   
  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,
  
  ****************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i I had a charge off with the local facility in *********, ** which their operations center is out of *********, **. I had contacted customer service inquiring could I be a member again.. Never a response back... This year 1/21/22 bank with was bought out by Founders. As I said when I contacted them before "nothing" well things are different now,Im consider a member of Founders again. By the way the charge off has been over 10 years. I've had to pay on my end by having this placed on my credit... The big concern. I contacted a loan officer and explained how of course I knew I would get punished and this would affect and haunt my credit for years... Okay this guy says 'mam yes it was a charge off, yes it went against your credit, I know Arrowpointe. Credit Union where you bank was bought out by us, Founders and yes we do pull you up as a current member BUT JUST BECAUSE IT HAS FALLEN OFF YOUR CREDIT ITS UP TO ** TO DECIDE IF YOU BECOME A MEMBER AGAIN.... I said no, I am a member because of the buy out.... We went in abd on... I then said so if I did become active what could happen, he said your monies *** be pulled out of your account due to the unpaid debt, " even though you've already been to jail for it", I said so you have the right to take my monies if I were to start banking under Founders, he said we have the right, can someone please help me...He said we *** can make you pay if you want to be a member again, I am a member but im too afraid to ho there from the embarrassment Im going thru on the phone... I don't have names but I was told prior that I *** be receiving some type of small check because of the buy out... He said mam once you give us your information and even though Ive had to suffer for my wrong doings he saud once you give us your social its up to Founders personally to make an individual choice to do business with me... He honestly said if we wish we *** can punish you again until you pay this off.... Omg It has been charged off. Please help me

  Business response

  03/09/2022

  ***************************, Market Executive for ********* attempted contact with this member. A voicemail was left at the number provided and **************** did not respond to the attempt(s) to reach her. Two phone calls were made with no returned call. 

  Customer response

  03/10/2022

   
  Complaint: 16801676
  
  I am rejecting this response because I have not spoken with them as of 3/10/22. I returned a call to a *************************** and she was not in so I left her a detail message and awaiting her call. Because Im not able to get to my phone when I begin work at 2pm I asked if she could call me before or email me. Im awaiting a call from her she is the area manager.So please do not close our my case yet.

  Sincerely,
  
  Gl *********************

  Business response

  03/10/2022

  **************** called *************************** back 3/10 and they spoke about Ms. ************** options going forward. They agreed that ******* would be her direct point of contact going forward. We now believe this has been resolved and **************** will reach out to ******* if/when she would like to reapply for membership.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wednesday, February 9th, I logged into my Bank App with Founders to see my balance. The app would not let me log in, it said my account had been locked. I called the 800 number and I was told by one of the reps that my account had been hacked and made an attempt to deposit fraudulent check on my account. They closed my checking account and canceled my debit card without notifying me of this event. I asked to be forwarded to the branch manager on a later phone call on Saturday where she was very short with me, did not explain anything to me, told me I would not be able to have access to any of my accounts unless I traveled 13 hours(I live in **********) to be there in person. I told her that I live too far away and have no money or any way to get to **************, then I asked the branch manager if I could get a check mailed to me. She said that she would ask management if that was something they could do. She promised to get back to me either end of business day Saturday or Id hear from her on Monday. I have not heard anything from her and none of my voice messages or phone calls were answered or returned. I still have no way of getting access to any of my money and cannot log into my bank app to see my savings account balance.

  Business response

  02/16/2022

  The Credit Union has contacted the member and this issue has been resolved. We consider this complaint closed.

*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. ↩