ComplaintsforTexas Trust Credit Union

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 22, 2024, I proceeded as normal to pay my car payment with Texas Trust Credit Union (TTCU) using their online portal. Previously, I have done this numerous times in the past. But, on this date, I realized and learned that TTCU had changed their online banking portal. On this evening, using the contact portal on the website, I sent a message to ask TTCU for assistance with making a payment. Compliant - no information was provided prior on how to access the new online banking portal which was very confusing. The next day information was shared with me about how to access the portal, but I learned quickly to get setup, I had to have a member # was required to access. I didn't have the information and so I had to contact TTCU once again by phone, but it took a few days since I had to call during the business day when I had time from work. After getting the member #, and finally got setup in the new banking portal. But I learned, there was no option to make my payment from my other bank account as previous. I logged on the website and found a way to make one payment outside of the new banking portal. A week later, I got additional funds to make another payment, but I learned that the option to pay through the website once logged one said "my account was on hold, call collections" to do so. I found this disturbing and ridiculous as I had made a payment recently and was attempting to make another payment to further catch up my account. I logged onto the new banking portal to see if I can try again to setup paying from my other account. But, the system did not appear to be working. I once again sent a message to TTCU about the need to make a payment, but they stated again to contact collections. Basically, they are refusing to allow me to make a payment online and as result my account is not able to be caught up (as I can't call). Complaint: The bank is preventing me from making a payment as I have done many times, and not further wanting to assist me.

  Business response

  09/05/2024

  We communicated with ****************** on August 22nd and advised that the pay by web feature was not available to him due to the severity of delinquency on his account when he tried to pay. The credit union was engaged in trying to reach out to Mr. ******* during this time. We did make contact on our eighth attempt of the month, on July 16th and offered to set up the payment. He refused and said he would take care of it himself. The issue of his loan reporting late, happened at the end of June as he was more than 30 days past due impacting his credit report. We did advise ******************, there are other ways to make payment and to communicate with us when we are trying to reach out to him to prevent this from happening again.

   

   

   

   

  Sincerely,

  *******************

  Texas Trust Credit Union

  ************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged a wrong address few of 5 to my account after I changed my mailing address to my PO box almost a year ago. Never heard of a bank charging a fee for a wrong address in the 1st place which is horrible business. But to be charged a fee after specifically going onto one of the fewer bank branches they have to change it makes me upset and I will be opening a account with anywhere back since this how you all want to do disservice to the community.

  Business response

  08/21/2024

  August 21, 2024
  
  ***************
  Business Representation and Data Insights Specialist, Better Business Bureau
  
  Re: Complaint ID *******
  
  Dear Ms. *******
  
  We have reviewed the formal complaint submitted by *********************** to the Better Business Bureau and provide the following information in response. 
  
  Our records indicate that Ms. ****** account was opened March 31, 2014, with an address of ***************************************************. Her address was then changed to ********************** ******************* on April 26, 2017.On October 13, 2022 it was changed from *************************************************** to ******************************************.
  
  On April 18, 2024, we received notification from the United States ************** that the address we had was a bad address, therefore, per our fee schedule, we began charging a $5 bad address fee monthly. This fee was charged in April,May, and June. ************** updated her address on July 1, 2024, to ************************************************************************************************************************** and we removed the bad address flag on her account.
  
  It was determined that one of the bad address fees had already been refunded out of courtesy.  Then, the decision was made to refund the other two fees as well.
  
  Since receipt of this complaint, we have attempted to contact ************** at ************ on the following dates; July 18th, 19th, and 30th. These phone calls were followed up by an email to ************** on July 30th, which was sent to the email address provided in the BBB dispute.The phone calls and email resulted in no response.
  
  Texas Trust Credit Union provides a fee schedule as a part of the account opening process and continues to provide an updated fee schedule on our website. Thank you for allowing us the opportunity to address Ms. ****** concerns and we apologize for any inconvenience this may have caused.
  
  Sincerely,
  
  ***************************
  Vice President, Payment Solutions
  Texas Trust Credit Union
  
  CC: *****************, CEO/***************************, President

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have fallen in a financial hole and have been struggling to get out of it, I finally broke down and asked for help from my mother so I could get my finances back in order. Luckily, my mother was able to loan me $1300 to satisfy incoming transactions to my checking account and to avoid cell phone service disruption and wifi service disconnection which I need because I do have to work from home 2 days a week. I deposited the check from my mother on Monday , 6/24/24. The employer who completed the transaction said there would be a 2 day hold on the check. The next day when I looked at my account it said there would be a hold until 7/3/24. In the meantime, my the money my mother loaned me to help has been wiped out due to fees because of this hold. I have been a member of this credit union for approximately 30 years. It has changed hands and business names from General Technologies, to qualtrust and now Texas Trust and after all these years, and after all of the checks I have deposited for well over 1300 in the past (that did not have holds placed on them) they suddenly decide to punish me and assist in depleting the help I desperately needed to get things back in order. I called and spoke to a very nice lady on 6/25/24, she said she would have someone from the branch I went to call me to assist me . A lady did call and left a voicemail, but when I call her back it goes straight to voicemail so I called the main branch number and have been on hold 20+ minutes and no one answers. I have a job and cannot sit on the phone all day. By no means to I claim to be 100% faultless but to place an additional burden on me for such a small check is I fathomable. I feel like I am being punished for falling on hard times. I have made poor financial decisions but in the last year and a half my sons father shot himself in the head and is dead. There were funeral costs and travel I had to help cover and then my daughter graduated high school. These are expensive times. Im disappointed

  Business response

  07/19/2024

  Please see our attached response to the complaint. Thank you in advance for assisting to resolve this matter. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Credit Union has violated the personal loan contract. Poor communication and not providing documentation as required by law are also a factor. I attempted to resolve my issue with the credit union and the were unwilling cooperate in any manner. After multiple requests for my loan documents, statements and payment coupon since July 2023 I missed a payment in error as I had no resources for the account. Despite my immediate resolution and never having a late they refused to remove the **** from my credit. In March of 2024 after multiple requests over the months I was finally able to get access to my requested documents and after review have found the credit union in breach of contract and several federal regulation.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  There is an item on my credit report that lists TXTCU as the creditor for account *****************. I don't believe that I've ever had an account with your company. The account status says that this account is currently opened and if this is true, then this is definitely not my account because I have no open accounts with Texas Trust Credit Union. I never received any correspondence via mail stating that there was an account that was charged off and needed my attention. This goes against the **** and the protection of consumers. How are you reporting a debt that I did not legally verify? Please take note that my information was compromised in the ************ breach, and you failed to send debt validation or any copy of my identity that would deem me liable. With any loan or agreement there should be copies of ID and SSN on file and this was not sent to me. Furthermore, after contacting the *** they explained that it was illegal that you were reporting this information to my credit report trying to collect or having a charged off status when there was no 1099c sent. This is called tax fraud upon the *** and you will be reported for such. You violated the **** 15 USC 1681eb by reporting information that's not 100% accurate. The *** directed me to file form 3949a for illegal tax violations upon your company. At this time, I am only demanding you to remove this item from my credit report.

  Business response

  03/27/2024

  Morning *****************, 

  Attached you will find our response to the complaint filed by ***************************. Thank you for allowing us the opportunity to address ****************** concerns and we apologize for any inconvenience this may have caused. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to file a formal complaint against Texas Trust Credit Union regarding their reporting practices on my charged-off account. I believe there are inaccuracies in their reporting, and I would like your assistance in addressing this matter.The credit union has reported the account as charged off with a remaining balance, which is inconsistent with the written-off status. Additionally, I have not received a Form ****-C from Texas Trust Credit Union, despite the account being reported as charged off.I have attempted to resolve this matter directly with Texas Trust Credit Union by contacting their customer service on Multiple occasion ,but I have not received a satisfactory resolution.I appreciate your prompt attention to this matter and look forward to a resolution. Please feel free to contact me at via BBB Thank you for your assistance.Sincerely,Shawnteeka

  Business response

  11/15/2023

  ***************,

  Your platinum credit card that opened in April of 2019 with a credit limit of $1,000. was ultimately written off in January of 2023 with a balance of $1,276.41. This will remain on your credit report as a charged off account. Any payments that you make to the account will reduce the amount you owe to the credit union. We are not sending you a 1099C as our attempts to collect the debt are still active. We hope that we can come to an agreement on this balance and help you reach your financial goals.

  *******************

  VP Texas Trust Credit Union 

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off this car 12/23/22 in the amount of $5312.65. They said there was a $4.46 balance and I paid that on 1/16/23. Then they started billing me $120.04 for insurance. I spoke to a manager by the name of ****** in January when I received that. She said it was their error and she would correct it and send me my car title. Nothing was done. Now it is on my credit report. It is impossible to get past their phone agents to talk to someone who can fix this. Can you help?

  Business response

  05/04/2023

  *********************,

  We have completed a universal data form and submitted it to the credit reporting agencies on 04.13.2023. This should take care of any credit reporting discrepancies. Please let ** know if there are any credit reporting issues remaining as this should already be cleared. 

   

  Regards,

  *******************

  Texas Trust Credit Union

  ************

   

   

• Initial Complaint

  09/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  15 U.S.C **** Section 602 A. States I have the right to privacy. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions 15 *********** Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt

  Business response

  09/09/2022

  ********************

  I have attempted to attach the copies of your signed application for a loan as well as your signed loan documents dated 10/7/21. Because your were unable to satisfy your agreement, I would not be able to satisfy your request to removed the tradeline from your credit report. I would be glad to discuss options with you to satisfy the debt and how that impact your credit rating. 

   

  Respectfully,

  *******************

  Texas Trust Credit Union 

  VP Collections **************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2021 Infiniti Q50 car from ********************* in ********* , ** on 1/21/2022. They financed my loan through Texas Trust Credit Union. I was auto enrolled at the dealership, and the dealership is calling me saying they are calling to because I am past due on my account. I am at a loss for words, my payments are on time and they are withdrawn out of my account monthly yet I am being threatened to have my car repossessed.

  Business response

  05/09/2022

   

  We would never threaten repossession to our member for being late on a payment. We do like to communicate in an effort to assist. Unfortunately in this case ************** did not have her payment set up on ****** do believe members feel that because the previous loan was set up that way that all subsequent loans are also set up that way. It does take another document to make that happen and this is seldom done through the dealership but more likely from the credit union. It is our goal to protect our members and their credit to the best of our ability. We cherish the relationship with our members and attempt to build ****************** futures for our members.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I refinance my mortgage in 2014, however since trying to do my closing I had issues. My main complain will be their home mortgage's customer service who is never available. If you call customer service you are most likely to get a voicemail 98% of the time. I don't understand how they are still in business if they never answer and no this was also before covid. **************** also never returns voicemails.

  Business response

  04/29/2022

  Tell us why hereMember was contacted via phone call on 4/29/2022.
  Member states she is calling our phone number listed on her monthly statement **************). She states she has also returned calls from Collections at ************ and on her phone the number goes to a different phone number in another country.  I checked the number from my end and found no issue.
  
  Member states she has left voice messages and does not reach a person whenever she calls.
  It is our goal to answer all incoming calls and respond to messages from our members the day the call is received.  We will monitor this concern more closely to ensure we are servicing our members promptly and effectively. 
  
  Our member has been provided the direct phone number to Mortgage Servicing *************) and a direct email contact for any future concerns.
  
  
  
  *********************** | Mortgage Operations Manager
  Texas Trust Credit Union...

*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. ↩