ComplaintsforREV Federal Credit Union

• Initial Complaint

  09/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  August 14, 2024, my husband visited the branch in Summerville to transfer, by wire, a payment to a US bank for the purchase of property. We used the information the attorney provided us.On the 16th, we traveled out of the U.S. for a six-week visit. Our attorney contacted us to tell us the buyer had not received the funds, even though the credit union had given us a receipt. As it turns out, the wiring instructions were incorrect; that another number should have been used.We made a very expensive LD call to REV to inform them of this.A gentleman assured me the funds would be ‘rewired’; that the fraud department had flagged the previous attempt with the wrong number. Later that day, the same gentleman called me to tell me the wire would not be sent as the fraud team found something wrong. REV, of course, will not tell us, the members, what the problem is. We had to make 2 additional expensive LD calls. One to the attorney; the other to the property owners explaining the whole mess. Since then, REV has disabled our account and will offer no explanation except that it has something to do w/the fraud department. My husband CAN use his debit card where we are (out of the US) but we do not know if our pre-arranged payments, including our mortgage payment will be paid! So my complaints are as follows: 1) REV did not let us know the first wire did not go through. (We could have done something about that because if we’d been notified immediately, we were still in the US!). 2) REV is absolutely NOT forthcoming about what the real problem is 3) We have NOT been given an adequate explanation as to why our account has been disabled and 4) Even the banker could not tell us if our pre-arranged payments (withdrawals) would be effected. We cannot LOG IN to our account so we have no idea what, if any payments, have been paid. This is NOT customer service! When someone’s account is disabled, an explanation should be given.I am sorry to have to file a complaint - LONG TIME MEMBER.

  Business response

  09/10/2024

  Good afternoon Mrs. C*****,

  Thank you for reaching out.  REV has not been able to guarantee any contact information on your account that has not been compromised. Your account has been taken over with fraudulent intent and were not comfortable providing information over the phone.  On Saturday, August 31st someone signed in to your online banking account and changed the phone number on the account to a Michigan number with a 586-area code. On Tuesday, 9/3 they called our contact center to do a wire to purchase a vehicle and verified that phone number had been changed from the weekend (a red flag).  That stopped the wire.  You mentioned a wire was for land. This caller said the wire was for a car for a granddaughter.  Following this attempt, transactions were done on your account in our NC branches.  Additionally, the wire request came to us from your personal email account.  

  We do see that your husbands debit card was used recently but at this point are not 100% certain that this complaint was not filed by the woman trying to defraud your account. Please let us know how we can reach you or contact our Fraud Department by calling Jessica Cartrette directly at 843-832-2635. We look forward to hearing from you soon. 

  Customer response

  09/10/2024

  I am rejecting this response because I followed the instructions, telephone the fraud department from my home in the Bahamas, and no one returned my call.  Surely there is some way REV can verify that I am who I say I am!  For one thing, all telephone calls made to the bank about this have been made from Eleuthera, Bahamas - my home telephone; landline.  Have any of the fraudulent parties used that phone number?  I’ll just go to REV when I return as this is hopeless from here - an isolated island.  I wonder what I’ll have to do IN THE BANK to prove I am ME? I am grateful REV did not let the fraudulent transactions go through, but it is hard to be happy when I, myself, a member for over 30 years, am being treated with suspicion!!! My husband’s attempt to wire funds to pay for property was a perfectly legitimate request.  That is the ‘norm’ when purchasing property in the Bahamas and I have never had any trouble at all with other banks when purchasing other properties!  
  Why can’t the bank FaceTime me and see my face.  Surely REV has my photo on file!! The bank knows my husband is here!  I guess they think he’s here with a hacker - not his wife!  This seems crazy to me.
  Sincerely,
  Laura C*****

  Customer response

  09/11/2024

  Hello, I do not know what else to do to prove my identity than to send this phone and document.  I would like, also, for REV to check their records.  Our Bahamas phone number was, at one point, a contact, but we had to remove it because it is a land line, and REV sent texts to the number which we never received.  Also, I tried to leave a message yesterday, but gave an abbreviated version thinking the rep would call me back.  About 2 weeks ago I tried to log in to my account.  Got message - password incorrect.  Another message said I could unlock account by changing password.  When I selected that, I got a message with “suggested ‘strong’ password.  I chose that.  THe PW was Sigfav-zetsus-4.  I thought I could log in under that and immediately change the PW.  That was not an option.  I believe that is when my account was compromised.  I was right on the official REV website when all that happened.  The wire transfer we requested (which we initiated BEFORE we left S/V by my husband who was IN THE BRANCH, was perfectly legit - to pay for a parcel of land we are trying to pay for here, in Eleuthera.  I hope someone calls me today.  At the least, I hope to find out when our account with be ENABLED.  Thank you.

  Business response

  09/11/2024

  Jessica Cartrette, Fraud Specialist, has been able to contact Mrs. C***** and verified her true identity.  They have discussed the true fraud attempts on the account and clarified why REV had the account restricted. Mrs. C***** now understands the hesitancy to provide any information due to contact being made from a phone number not associated with her account prior to the fraud event.  An appointment had been made for a meeting when Mrs. C***** returns to the area to ensure everything on the account is where it needs to be.

  Customer response

  09/12/2024

  I really appreciate the REV fraud department contacting me via telephone and explaining everything that has transpired. My husband and I DO appreciate REV protecting our money from hackers. It is unfortunate that everything online is perilous and that’s the way we all have to operate these days. REV seems to have an excellent fraud department with plenty of safety measures in place.  I must apologize for criticizing the bank and when we meet the bank officials in two weeks, we will make sure all contact information, etc. is correct and up to date on the account.  Thank you. Laura C*****

  Customer response

  09/12/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Laura C*****

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  7/29/2024 Agoda I had some money came out my account without my permission so i reported it to my bank as a fraud and after a couple weeks later they told me i wasn’t going to be able to get my money back.

  Business response

  08/01/2024

  In researching this complaint, the details below were outlined:

  Member filed a fraud dispute on 7/12/24.  REV conducted the investigation accordingly.  REV received response from the merchant on 7/29/2024 with the detail of the transaction.  The member's name, phone number and email are tied to the reservation.  The member home address was used to obtain the authorization of the transaction.  The booking was established 9/2023 with an arrival date of 7/13/2024, the charges were applied to the debit card closer to the arrival date of the trip. There was no cancellation on record with the merchant.  The preceding information resulted in the claim being denied and the member being referred back to the merchant.  It appears as though the member was outside of the cancellation policy of the trip and since the account was billed, disputed the charge as fraud.  The details found in the booking of the trip are so accurate to the members account that it is reported as a member purchase not fraud.  If the member would like to dispute this finding further, a police report will be required to proceed and the checking account that the debit card was used on should be completely closed if there is suspect of unauthorized transactions.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On numerous occasions, REV Federal credit Union has charged me multiple courtesy pay penalties when my statement directly shows a positive amount of money. This is happened numerous times. The actual bank that I bank at has reversed The charges some of the times. But today when I called customer service they tell me because I have had charges reverse before they cannot do it. And the reason it looks that way is because the available balance, and the statement balance were different… But it doesn’t reflect on the statement or the online app. But yet, if you look at my statement, there are four courtesy pay fees with more than enough money to cover the transactions. Then Because of the courtesy pay fees that puts me in the negative and then another courtesy pay fee hits. This has been an ongoing issue with their new system upgrade . I feel I may have no choice, but to just change banks. Maybe seek legal advice? If this is happening to me, imagine how many other people is happening to that they don’t even know!

  Business response

  07/17/2024

  In researching this account, REV has seen 6 overdraft/courtesy pay fees refunded to the member in May/June 2024. The product selected by the member covers transactions (with a fee) that may otherwise be declined or returned.  Members have the flexibility to OPT out of this service and can do so by calling REV or visiting any one of the branch locations.  At this time, based on the member usage of this product and the $210 already refunded, our decision to not refund additional fees stands.  Please reach out to REV should the decision be made to discontinue usage of the Overdraft Protection service. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  closed on lot loan 4/18/24. The balance according to Rev FCU on 4/10/24 154,999.61. Attorney at closing issued payment of 155,876.73. Balance owed me is $877.12. On 4/19/24, Rev FCU put 230.89 in my savings account - no explanation. when I called regarding the remaining 646.23. no one from accounts services would get on the phone with me, only speaking via a customer rep or email. Via customer rep I was told it was interest due - no numbers/no statement. when I informed the rep that after running the numbers there's no chance it adds up to 646.23. she went back on the phone with loan dept and came back to tell me it's interest from 3/18/24-4/18/24. not possible my March statement was due and posted prior to 3/25/24 meaning interest was paid from 3/18/-3/25 The agent then said my interest a day was over 21 dollars a day, according to Rev's statement is $20.19 a day. at most, I would owe interest on 24 days 20.19 a day = $484.56. which still doesn't make sense, because the interest should be calculated from 4/10-4/18 which is $201.90. 4/24/24, Tammy Jones called me, I requested a breakdown of the final interest charges and the refund that would be issued me. She didn't not want to comply and offered my attorney received a letter, which is true but has nothing to do with the breakdown of interest I am being charged and implied it was my responsibility to correct the attorney at closing, even though they had issued him the letter - baffling. I do not know how they even calculated the 230.89. Then she said her management offered me half my money back which totals $323.12 No one can/is willing to provide an explanation. I have done many closings and have never encountered this w/any bank before. This is not the first time I have incurred problems with this bank. In the past they have raised my monthly payment with no explanation (it's a fixed rate) Thank you in advance for your help with this matter Jennifer W**** 516-315-1750

  Business response

  04/25/2024

  Mrs. W**** was reached today to discuss the payoff and the adjustment to the interest paid by REV, giving her an additional refund.  REV feels as though our member is satisfied with the outcome and has apologized for the inconvenience. 

  Customer response

  04/25/2024

  Good afternoon Ms. Diaz,

  I wanted to let you know yesterday I informed a rep at Rev Federal Credit Union I filed a complaint with you, they have since issued me a refund of $213.  I am accepting that and closing all accounts with them. 
  I wouldn't want to waste your time.  I do think it should be noted about their closing loan procedures: not providing a breakdown of monies, taking money without explanation etc.  
  I still have zero idea how they come up with the math of any of this but I am elated to no longer doing business with them after 3 years.  I have done many closings and never encountered bank tactics like this.
  Thank you in advance for taking my complaint seriously, I appreciate your time.
  
  Jennifer W****

  Business response

  04/25/2024

  Mrs. W**** was reached today to discuss the payoff and the adjustment to the interest paid by REV, giving her an additional refund.  REV feels as though our member is satisfied with the outcome and has apologized for the inconvenience. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the fourth time, Rev has for no reason shut down both mine and my wife’s credit cards or debit cards due to a false fraud scenario. They said we should’ve notified them. We were traveling when we went 20 miles away from Charleston. This happens every time on a long weekend and it can’t be fixed until the Tuesday after the holiday for four days once again, we will be stuck with no money except for credit cards.the nice cashier at bojangles paid for my 17$!order and she needs reimbursement.

  Business response

  02/22/2024

  Mr. C*****,

  Thank you for sharing your experience with us.  Lisa Meyer our Card Services Manager has left a voicemail for you to discuss your concerns and explain what we see happened with your cards.  As of today, you have not returned the call - please do so at your convenience.  We look forward to a resolution. Hope to speak with you soon.  

  REV

   

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rev is notorious for holding you money then all of a sudden they want to process it at one time causing NUMEROUS fees, I went straight to the bank to deposit the amt that i KNOW that needed to be put in the acct it was not even with in 2 hours of getting the late fees i was at the bank. This is one of the REASON Wachovia was investigated, I reached out to the customer service to advise them i went straight to the bank and put money in the acct could we please have the fees adjusted they stated no since i had it done B4, This is very brutal especially when you put money in the acct less than 24 hours. They WILL NOT LET YOU OPT OUT but other banks will, This is not CUSTOMER SERVICE AT all you want your customers to stay but i cant and will not bank with REV ever again and i will express to everyone who mentions the bank. I would like to have my fees pulled back seeing the money was dep in the acct

  Customer response

  12/06/2023

  The bank reached back out to me and  resolved the issue. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  8-24 unauthorized charges appeared on my REV credit card. I notified bank and closed that card. 8-25 another charge appeared. I called bank again, transferred multiple times, given a fraud claim number, and was told it could take up to 90 days to return my $. I went to bank on Marymead and spoke to bank mgr. she was very pleasant and said my money should be back in my account by 9-1. I called fraud line again, transferred multiple times and was told I have to wait for a letter within 10 days, then they will investigate another 15 days! Through all these calls and 2 visits to bank , spoken to at least 10 people I am still without my hard earned money that some crook took from my account. No I have not shared my card or lost my card. I am 74 years old, I work night shift in an emergency room- I worked hard for that money. The charges were not even in this state . I know this is a growing problem but every person I know that has had this happen to has had this issue resolved if not immediately after reporting at least within a day. I am hoping you can assist me with this very serious issue. I have been with this bank over 30 years and certainly expected better customer service and resolution of my account.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I opened my account with REV I requested that my account not be allowed to overdraw and part of the paperwork I signed was declining overdraft. In November my account was allowed to overdraft. I contacted the bank and they stated that it would be fixed an not happen again. Then in December it happened twice. When I called REV they said that the paperwork wasn’t filed correctly by the back office and they would fix it. I then took out a small loan with REV and on multiple occasions they overdrafted my account to take the payment. Then this month they started transferring money out of my account without permission stating that it was for the loan but didn’t provide any notice. Now they are putting all of my deposits on hold for 5 business days or longer because of repeated overdrafts that they caused and flagged my account so that they can take all my money without notice when I call they blindly transfer me around and I’ve been holding for over 2 hours waiting to talk to someone. Because of the issues they caused I’ve been stranded out of town because I no longer have the funds to get back home because of the check hold without notice.

  Business response

  05/02/2023

  Mr. D**** connected with one of our Retail Banking Managers on 5/1/23 after a few attempts to try and connect and worked through several concerns he has with REV.  After what was described as a good conversation with REV having a few takeaways, we feel as though the member is satisfied at this point.  REV will work on improving communication when action is going to be taken on an account, trying to reach the member when applicable.  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle got repossess on 3/21/2023 I made payment of 643.00 to get the vehicle back, but I spoke with the repossession manager at the rev credit union she told me that I would have to wait a day which would require more fees I shouldn't be reliable to pay more fees if I made the payment the fees are one time $50.00 and $35.00 a day also the manager wasn't helpful she mention that she's the on person to handle the account , she wouldn't provide a ID number it's difficult to contact her as well.

  Business response

  03/22/2023

  As of March 22, 2023, Mr. W***** has rece*ved h*s veh*cle and the account has been brought current.  Dur*ng the t*me of the repossess*on, the payment had been subm*tted by h*m but not rece*ved by REV; therefore, the repossess*on was st*ll *n process.  We are happy that the veh*cle has been returned to the borrower and the account *s current. We suggest that *n the future, *t *s *mportant to respond to phone calls, letters and text messages when REV *s reach*ng out to address del*nquency espec*ally when t*mel*nes have been exhausted. 

  Customer response

  03/23/2023

  
  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.
  
  Sincerely,
  
  Robert ******

• Initial Complaint

  02/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Checking account closed without warning when my Direct Deposit work paycheck went into the account. The bank Share took $289 of my money and won’t let me get it and I have called many times trying to retrieve my money owed to me. I got part of my check but the remaining $289 won’t let me receive it.

  Business response

  02/13/2023

  The BBB Complaint filed by Ms. ****** explains that she is asking for her $289 to be made available or refunded to her.  In a recent review of her account with REV, $289 is not appearing to be a dollar amount held.  Ms. ****** has a small loan balance at REV and the amount being held matches that loan balance as her first payment made was significantly late.  To ensure the payment/balance is covered, REV has the right to offset that balance to ensure payment or pay off.  If Ms. ****** would like to discuss the account further, she is encouraged to contact Asset Recovery at REV by calling 843-832-2600.  At this time, we stand by our internal processes.  

*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. ↩