ComplaintsforKnoxville TVA Employees Credit Union

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are military stationed overseas and for over a week I have had zero access availability to my accounts via the app due to a new security measure where they block all online access for those on an international VPN. I already have not been able to access my accounts through their online banking system for months due to a code now being needed and them not being able to send one to an international number. So I have no access to my primary banking accounts and no one there seems to be in a hurry to rectify the problem with any sense of haste. To make matters worse, I have to wait until late in my day to even attempt to speak to anyone. I want access to my accounts without having to jump through a multitude of hoops.

  

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/10) */ We are aware of a recent issue members logging into Online Banking outside the US. The temporary solution to that was to "white list" IP addresses. Since that, the issue has been completely resolved. We did make multiple attempts to contact her via phone and email with no success. Our records indicate this member has successfully logged in, therefore, we assume the issue of accessing her account is resolved. If this is not the case, we would be happy to take further action. We realize being outside the US presents a greater challenge and apologize for the inconvenience caused. Consumer Response /* (3000, 11, 2022/05/16) */ I find it excessively interesting that the issues I filed a complaint about earlier on here the company states as being resolved. This is interesting because not only is it not resolved, but I am still emailing with about the unresolved issue. I have kept the emails, that by her own admission, states they are still working on the problem. It has been MONTHS without resolution. We are military stationed overseas and six hours ahead. I cannot receive codes that are required for access to my one personal account, and now I cannot use the app at all because we have a foreign IP address that seems to also be having issues getting "whitelisted". To address these issues I must email, chat, or call and the time difference is obscene. This is especially true when urgent need arises for account access and no one is available. I understand the need for access is of little consequence to those who aren't affected, but my family is. Again we have been for MONTHS. How is this remotely acceptable? I must wait every working day until after 1300 my time to contact the bank due to the dramatic time difference, and have had minimal success all around. The lack of overall initiative with the bank to resolve the issue over the course of the last several months is asinine. How can a financial institution who openly serves people overseas have these continued problems? They do not have any way of contacting them outside of their normal operating hours either. International calls are expensive. Email is taking forever to find a solution. Chat, when available, cannot help me past my guesstimate transfers. I have even been asked if I was sure about the phone number on file. As I have had the number and lived here for almost four years I believe I know what my phone number is and how to properly put it into a system. I want a solution. Either an absolute fix or a feasible workaround that does not continue to negatively affect us. I will gladly provide email traffic is needed.

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