ComplaintsforACFCU

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between February 22, 2022 and March 3, 2022 I went into the ACFCU branch on **** ***** Street to pay off an overdraft balance that I owed. The balance was around $400. Prior to going into the bank to pay the balance, I was receiving a letter weekly reminding me that the balance needed to be paid off or I would be sent to collections. I went inside of the bank to the teller screen and gave a woman my driver's license and told her I was there to pay my overdraft balance and close the account. She pulled up my account and told me the balance and I paid it in cash. She told me the account would be closed afterwards and did not give me a receipt. I stopped receiving letters saying I owed a balance, which was to be expected because I had paid it. I recently tried to open a new account at a different bank and was denied because of an outstanding balance at ACFCU. I went straight over to them to see what was going on and my number was given to a manager and received a phone call later that day saying she could not find any transaction history of me making that payment. I asked if there was any way to check the cameras to see when I was in there with my 2 kids and she said yes that it could be tracked to even show which teller I spoke to but that I had to pay $75 for them to even look up the camera footage to show that I was there and who took my payment. Just to add that it has still never been sent to collections and has not showed up on my credit report but it's keeping me from being able to open any new bank accounts. All I want is for them to remove that balance that I already paid so that I can open an account elsewhere.

  Business response

  01/02/2024

  The checking account in question was closed on February 2, 2022. This checking account closure happened because of the 45-day NCUA (our regulator) rule. This rule resides in the 701.21 paragraph of NCUA’s rules and regulations. The checking account closure would have prompted one final letter to the member as a notification that the account is closed, along with the next steps for the account. Following this final letter, no other letters would have been sent regarding this checking account. ACFCU is not required to report these accounts to the credit bureaus.  
  
  Any payment made would have been accompanied by a receipt to the individual, along with notification to three other departments at ACFCU. ACFCU does not have record of any payment made towards this negative checking account balance from any department.

  Thank you and regards.

  Scott ****, CEO

  Customer response

  01/08/2024

  I am rejecting this response because:

  I know that I paid off the balance. I was told I could pay a $75 fee for them to go back and look at the cameras for the dates that I gave them so that they could see I was in there and who I spoke to and paid the balance off to. I don't mind paying the $75 for them to look because they said if they were in the wrong then I would be refunded the $75. My only concern is how do I know if they are being truthful about the camera footage. I wouldn't go through all of this trouble if I didn't know for a fact that I paid off the balance I owed and obviously a mistake happened or a teller was being dishonest or I wouldn't even be doubting the integrity of the bank. 

• Initial Complaint

  08/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hard a charge on my card in June and money was taken out of my account and now two months later they denied my claim and pulled money back out of my account without warning. Saying they got proof I made the charge which I didn't. Constantly taking money from peoples accounts as they wish according to my experience and as well as other reviews. I did not make that charge and they can't show me the so called proof

  Business response

  08/31/2022

  Business Response /* (1000, 5, 2022/08/16) */ The member filed a dispute for a transaction done on 6/07/2022 in the amount of $39.95 to merchant: ************ The member received provisional credit of $39.95 and received a lettered dated June 15, 2022 stating that provisional credit was given and an investigation would be conducted. If the investigation determines no error occurred the $39.95 would be debited from his account. The member received another letter from the Dispute Department on July 25, 2022 stating the claim was denied because no error exists. The merchant provided compelling evidence proving the cardholder participated in and received the benefit of the purchase. The letter stated that the provisional credit would be deducted from his account on August5 1, 2022. ACFCU gave the member an additional 12 days to file a rebuttal, which the member did not do. The $39.95 was debited from his account on August 12, 2022 and the case was closed. ACFCU has copies of all correspondence sent to the member to the address on file, as well as the investigation paperwork.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The main branch refused to comply with my requests to access of financial information backed by court served documents pending in divorce and removed me from a joint account. They have further denied me access and documentation to my credit history, accounts history , payment and income history, bill pay for creditor information and payment tracking, loan history and all financial information.

  Business response

  09/23/2021

  Business Response /* (1000, 8, 2021/09/07) */ I am prohibited by privacy laws to elaborate on Ms. ******'s comments regarding her account other than to say that any research costs are detailed in our Truth-in-Savings disclosures and are reasonable to offset administrative costs incurred by ACFCU. Also, proper and legal account ownership documentation must be demonstrated to gain access to an account to which this did not occur in this case. Consumer Response /* (3000, 10, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This explanation is unacceptable. All banking history and material were available to me, on line, until I was removed from the account against a court order, a copy was provided. This action has denied me access to my financial history for the period of 7 years as required and recommended to be maintained by the IRS. Had they not removed my name from the account against the court order, I would not have suffered a loss of information, nor would there be any charges incurred to access said information. I request this institution be held responsible for damages and their actions and provide all financial and bill pay information records forthwith.

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