ComplaintsforCarolina Trust Federal Credit Union

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There were 3 or 4 fraudulent charges on my credit card. My husband has called the credit union about the charges. The representative said one charge was credited but the others were not. When we reported the fraudulent charges the old credit card account was closed, and I can no longer look at that account. New cards were issued but there is no credit for the fraudulent charges. Every time we call for an update we are told to wait 12 more days. We have been trying to resolve this for at least 2 months. I don't know why this is taking so long.

  Business response

  05/29/2024

  We have shared this information with our credit card vendor and have verified that the credits have posted to the members current card.

  Customer response

  05/30/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account number ************* On 6/** I had 2 charges taken out by ******* for ***** and ******. Checking my statement to follow the money coming in and out, i noticed both charges were taken out and debited from my account. Both purchases from ******* were cancelled, but never showed cancelled on my purchase history. I gave it it a few days before calling ******* to check on status shown. Even though on my purchase history it didn't show cxld. but on 6/18 they claim refunds were put through. Checking my bank statement starting on 6/19 looking for my 2 refunds to be credited back, I saw there were other charges that went thru but the 2 ******* charges were showing pending. The funds were still debited. The charges were still on my account on the evening of 6/20. The morning of 6/21 the pending transactions were gone, but the funds were not released. I have called member services and the branch directly, on both occasions the employees both to no help I called the branch and spoke with *****, I explained what had taken place. He assured me He would research the issue and would get back with me. A week later I had to set up an appointment to get him to call me back. He stated again everything looks correct the funds were never taken out. After I disagreed with the outcome, he mentioned he would have someone else research and call me back. I got a call back 5-6 minutes later a VM was left from *******. He once again said he spoke with ***** and things were correct. I wish I would have printed a copy of the statement with the pending charges but unfortunately I believed that the bank would correct the problem properly. I feel like I am being called a liar by the personnel. 180 dollars is a lot of money to me and I would know when it was returned and never has. If this is not resolved I will take my situation to the corporate office

  Business response

  07/14/2023

  After reviewing **************** account, his two pending amounts in question were in pending status on 6/17/2023.  Both charges were on hold but released on 6/20/23 due to Walmart.com not authorizing both charges. Since the holds were expired on 6/20/23 and not posted to **************** account, no ********************** is due from Carolina Trust FCU.   The pending transactions ************** saw on his account on 6/17/2023 were transactions not fully processed and not deducted from his ledger balance current balance.     Pending transactions can take 2-5 business days to go through and settle.  In this case, both transactions were released and not processed by Walmart.com.

  Customer response

  07/14/2023

   
  Complaint: 20302192
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  The funds were not paid out to *******  the held funds were never released back into my account.     Because of the amount of the charges I followed my account on a daily basis for approx 2-3 weeks before and during the time I contacted the branch 

   

  *********************;

  Business response

  07/18/2023

  ************** pre-authorized the two ******* transactions on 6/17/23 with his debit card.  The credit union cannot remove these authorizations from the merchant.  The authorization for the holds was set to expire on 6/20/23 and the holds were dropped on that date.  These transactions were not debited from his account.    ************** did incur at NSF fee of $29.00 due to the pre-authorized transactions held during the weekend of 6/17/23.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There's a fraudulent hard inquiry on my Equifax credit report. The Hard Inquiry appears as CAROLINA TRUST ***** and the date appears as January 25, 2023 (01-25-23). I have been a victim of identity theft and this inquiry is fraudulent and the result of id theft. I did not apply or authorize for anyone to apply for anything at this bank. I did reach out to live chat and emailed a representative the documentation and description. I will be attaching that documentation to this complaint as well. This is not a complaint against that specific employee, I just want to make sure that this situation is going to be held accountable, and I want this Hard Inquiry removed from my Equifax report immediately as its unauthorized. I will also attach a copy of my Drivers License, social security card and a utility bill.

  Business response

  04/28/2023

  We have sent a request for a credit inquiry deletion to the credit bureau due to this fraudulent application.  In the past they have taken up to six months to address these deletions.  The deletion request is attached for your records.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11, 2022 I paid my 2012 Jeep Wrangler off early in the amount of $6,129.26, I had spoke with Angel in member services. She requested I email a copy of my divorce decree, social security card providing my name, driver's license and proof of address. Called every week ask speaking with Sheila S***** in customer service for someone to send me the title, to which no response. Finally on April 29, 2022, Sheila sent the call to Matt C***** and he called me back with "my file got lost in the shuffle and it's been sitting on my desk for two months. But I'll get right on it and send the title to you in the mail. I said "the title needs to be in my name only, per the divorce decree." He said "no problem". I did receive the title but it's incorrect. Carolina Trust Federal Credit Union is responsible for making this title correct. I've tried emailing them and calling them, no one is contact me. I've attached a letter that I emailed to them and still no response. Thank You, ******* *****

  Business response

  07/30/2022

  Business Response /* (1000, 8, 2022/05/24) */ Management has reviewed the complaint. Management apologizes for the lack of clear communication and the misunderstanding of procedure by our staff. We have contacted the DMV and they let us know that it is not within our power or authority as a Financial Institution to change the ownership on the title in question. They have indicated that only the owner(s) of the vehicle will be allowed to change the ownership of this asset, as we no longer have any interest in the title we have no authority. Further, they stated that while we were part of the ownership, we would not have been allowed to alter the title without all owners involvement. The employee who communicated that we could provide this service was mistaken and is no longer employed with Carolina Trust Federal Credit Union. We believe that he genuinely wanted to aid the member but stepped outside of his authority to make this promise.

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