ComplaintsforAscend Federal Credit Union

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yea I really need help I've been in circles. My bank card not working and I am putting money in daily through my job. And I've been transferred several places. And I need to pay bills. For $226 I tried $135.00 I tried 108.00 and this doesn't make sense.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/22) */ This letter is in response to a complaint filed by you with the Better Business Bureau (BBB). We received notification of the complaint from the BBB on February 18, 2022 and requested our Internal Auditor for Ascend Federal Credit Union (AFCU) conduct a thorough review of the facts surrounding the incident. As part of the investigation, Internal Audit reviewed internal communications, account history, supporting documents, and held conversations with relevant team members. Your complaint indicates "Yea, I really need help, I've been in circles. My bank card not working and I am putting money in daily through my job. And I've been transferred several places. And I need to pay bills. For $226 I tried $135.00 and I tried $108.00 and this doesn't make sense." Your desired resolution is to be contacted by the business. A review of account documents and history, as well as discussions with the Card Services Manager, was performed. Research determined your Rebuild Checking Account has had several insufficient funds (NSF) transactions. Numerous transactions were noted as trying to post from **************** (on February 9, 2022) and ************* (on February 18, 2022); these transactions were declined due to the account having insufficient funds available for the amount submitted for payment. In addition, we noted three (3) attempted transactions for ******, which were cancelled by the merchant, and we determined you began, but did not fully complete, a Written Statement of Unauthorized Debit form (WSUD) for a transaction to ******* ****** in the amount of $100 completed on February 13, 2022. According to your deposit account agreement and disclosure, your Rebuild Checking account will not allow you to be in an overdraft situation unless funds are available in your savings account to cover the full amount less the $5 minimum savings account balance. Therefore, any transaction attempting to debit your Rebuild checking account without sufficient funds in the account will be declined. If funds are available, the transaction will post. We are attempting to process your WSUD form; however, your signature will be required in order to proceed. An employee from member services attempted to contact you at the telephone number provided on February 21, 2022; however, the number provided was no longer in service. Internal Audit's review of documentation determined proper procedure was followed and no wrongdoing has occurred on AFCU's part. We value you as a member of Ascend, and we take the service we provide to each of our members seriously. Please do not hesitate to contact the Internal Audit Department at X-XXX-XXX-XXXX if further assistance is needed.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Ascend Credit union on 12/20/2021 went I drove in to use the ATM to deposit my check for $1499.81 during the first attempt the ATM said it had trouble reading my check the 2nd attempt the the ATM malfunctioned and went black. Went into the branch and I was informed to fill out an application and my check may be retrieved and deposited within 24 to 48 hours. Unfortunately the check will be sitting in the ATM. I informed the manager ******* ******* that whenever I deposit a check into an ATM the check is always voided and then returned to the owner of the check. She informed me that their ATMs do not do this unless it is a Malfunction with the ATM. Which in this case it is a Malfunction in the ATM but I am told that I must trust the bank and hope that the ATM does not spit my check out of the ATM and another person comes and retrieves the check. The branch manager said there's nothing that she can do other than submit an application and see if they would be able to deposit it. My issue is that does not help for customer reassurance or assistance when you agnolage that the ATM spits out the check when it Malfunctions and your ATM had Malfunctioned the manager refused to give me written information about the processes of the ATM so I am expected to just trust someone at their word that someone will not take my check and my $1500 with not be stolen.

  

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/27) */ Contact Name and Title: ****** L ******* Contact Phone: 931.454.2857 Contact Email: ********@ascend.org December 27, 2021 RE: BBB Case Number:XXXXXXXX This letter is in response to a complaint filed by you with the Better Business Bureau (BBB). We received notification of the complaint from the BBB on December 22, 2021 and requested our Internal Auditor for Ascend Federal Credit Union (AFCU) conduct a thorough review of the facts surrounding the incident. As part of the investigation, Internal Audit reviewed internal communications, account history, supporting documents, and held conversations with relevant team members. Your complaint indicates you attempted to make a $1,499.81 deposit at the AFCU ATM machine located at 231 Waldron Rd. La Vergne, TN XXXXX. The transaction failed two times and the last time your check was not returned. You then spoke with the La Vergne branch manager and expressed concern the ATM would give the check you attempted to deposit to another member. Your desired resolution is for AFCU to finish the job. A review of account documents and history as well as discussions with the Card Services Manager was performed. Upon your entry to the branch, the branch manager assisted you in completing an electronic funds transfer research request describing the incident. The branch manager indicated ATM machines do sometimes malfunction, and the check will be processed via regular check processing once retrieved from the secure divert box which the credit union cannot access. The divert box is only accessible by ******; once ****** retrieves the item, the branch will process it. That appears to be what happened with your transaction. The transaction failed, the ATM machine restarted, the check went to the divert box and was retrieved by ****** on December 23, 2021. Research determined you received provisional credit for the full deposit amount at 4 PM on December 20, 2021 which was within 2 hours of attempting to deposit via the ATM and 8 hours earlier than if the ATM machine had accepted the deposit as credit would not have been received until 12:01 AM on December 21, 2021. Internal Audit's review of documentation determined proper procedure was followed and no wrongdoing has occurred on AFCU's part. The job was finished as provisional credit was provided. Also, the job was finished as soon as possible once ****** was able to retrieve the check from the divert box. We value you as a member of Ascend, and we take the service that we provide to each of our members seriously. Please do not hesitate to contact the Internal Audit Department at X-XXX-XXX-XXXX if further assistance is needed. Sincerely, Ascend Federal Credit Union

• Initial Complaint

  10/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my entire loan balance and they are reporting to the credit bureau. I have eliminated the balance and they are still reporting.

  

  Business response

  10/25/2021

  Business Response /* (1000, 5, 2021/10/18) */ Mr. *****, As a result of your credit dispute submitted through Experian on 10/13/21, Ascend added a closed date of 7/22/20 to your credit report. Ascend reviewed our loan records and determined your loan information is reporting to the bureau appropriately. Paying off a loan does not remove the loan from your credit report. Loans may report up to 10 years from the paid date depending on the payment history. Please let us know if you have any additional questions.

• Initial Complaint

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ***** took a payment out on Sept 10,2021 and then I have a landing charge for a second payment and my funds are being held. I contacted the bank to get this cancelled and dispute this and the bank stated there is nothing they can do until 30 days. This is illegal for a vendor to take one payment that was authorized and then have a pending for a second one and my bank tell me there is nothing they can do. What is the purpose of a bank to protect us and keep this from happening if they can do nothing about it. This is my account and my money and no one should have the right to tell me there is nothing I can do. As the 2nd payment should be allowed to be stopped immediately.

  

  Business response

  09/23/2021

  Business Response /* (1000, 5, 2021/09/14) */ Contact Name and Title: Jill G****** Contact Phone: XXX-XXX-XXXX Contact Email: ********@ascend.org Ms. ***'s authorized payee, ****** appears to have erroneously sent a second authorization to Ascend for payment on September 10, 2021 at 6:27 pm. Unfortunately, we are unable to stop the transaction once initiated by Ms. ***'s authorized payee. We determined that the second authorization for payment was in error and released the funds by 10 am the following day, September 11, 2021. In the event ******** second erroneous transaction was posted and the funds taken by ****** we would have disputed the matter with ***** on behalf of Ms. *** to retrieve the funds to return to her account. We understand Ms. ***'s frustration and encourage her to reach out to her authorized payee should such error reoccur. We appreciate Ms. ***'s membership and hope that this addresses her concern fully. Our contact center is available from 7 am to 7 pm should Ms. *** have further questions or concerns. She is also welcome to contact me directly. Consumer Response /* (3000, 7, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) My question is: what is the bank doing to help protect its members when this happens. Yes, they did state if ***** took the funds they would dispute, but it would take 30 days. When a customer calls in when their money is in their bank, they should protect their customers and the customers money. Also, the only reason why funds were released back is because I had to go to fraud department. This is not a way to build relationships with your customers. Bad business practices and nothing being done to protect the consumer/customer when we are suppose to be able to trust a bank and know that the bank has our best interest at hand. Business Response /* (4000, 9, 2021/09/15) */ Ascend did protect Ms. ***'s account. Although the law states that Ascend has up to 30 days to investigate an error claim, Ascend independently found the error made by the company she authorized to withdraw funds and corrected it within less than 12 hours (1.5 business hours). We do encourage Ms. *** to reach out to her insurance company as this was ******** error.

*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. ↩