ComplaintsforAmplify Credit Union

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Amplify Credit Union has what would be deemed by other mortgage lenders to be very suspect payment posting practices. These practices cause consumers like myself to be assessed late fees in error. On March 1, 2024, I scheduled an ACH electronic bank payment to post to my secondary loan with Amplify on March 15, 2024. This is an electronic payment. My statement gives the grace ****** of March 16th, and thereafter a late fee will be assessed if the payment is not received by then. March 16, 2024, was a Saturday and, therefore, NOT a payment posting day. There are no bank processes on the weekend. My payment was made on Friday. My payments are never mailed. They are always set up to be made electronically to be applied to my account before any cut-off ******. Instead of Amplify Credit Union posting my electronic payment scheduled to post on March 15th, they waited and posted the payment (an electronic payment) on March 18th, the same day they took the payment from my bank account. No electronic payment should be held for processing to obtain the actual funds unless the processing is being done manually to do so. Amplify Credit Union has set system processes to delay posting payments intentionally. If that is the case, this bank is inappropriately posting payments late, thereby causing late fees to be assessed inappropriately. I paid the billed amount due on March 15th. A payment that was set up on March 1st. There was no cutoff time I missed for that not to happen. Again, this company's payment posting practices should be investigated; however, for now, while I work with the State of Texas Credit Union Department, I want the late fee assessed and any interest accrued because of it removed. I am not asking for a courtesy. I am requesting they correct their inappropriate practice.

  

  Business response

  04/02/2024

  Please see attached letter of response and supporting documents.

  Thanks,

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

  Customer response

  04/02/2024

  Complaint: 21511578
  
  I am rejecting this response because:
  

  It's funny they included the interaction. Hopefully,  they'll include the one from the President of the company when the complaint to him arrives.

  I want it to be documented on the site and known that Amplify Credit Union is stating though the payment was processed on the 15th, they did not document nor post the payment  THEY processed on the 15th UNTIL they received the funds on the 18th.

  According to the ************************************* "Servicers have to apply your full payments to your account as of the day they come in." Not processing which is code for when the actual funds appear but processed. My payment processed per Amplify's site on the 15th.

  I've already begun telling every fellow nurse in Texas thinking of a credit union about NOT doing business with Amplify. Next will be my Soror's. Making sure the word gets out about Amplify's processing practices of not actually posting what shows as processed will be a "late fee" worth paying for.

  Regards,
  
  ***********************

  

  Business response

  04/09/2024

  Please see attached letter from our Director of Loan and Investor Servicing with our response.

  Thanks,

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

  Customer response

  04/09/2024

  Complaint: 21511578
  
  I am rejecting this response because:

  Amplify is not "doing me a courtesy." I understand completely how this process works.  

  Mortgage servicers may face liability under Truth in Lending Act (TILA) if they fail to credit consumer accounts once an electronic authorization for a mortgage payment is entered.

   

  The Seventh Circuit Court of Appeals in ******* v. NYCB ************ LLC, Appeal No. 14-2220, reversed a ***** of summary judgment in favor of a mortgagor servicer and allowed a purported class action to continue alleging that the servicer improperly charged late fees related to some electronic payments.

  This ruling appears consistent with the position taken by **************************************** (CFPB) which requires mortgage servicers to credit electronic authorizations the day they are made and not the day the electronic payment is processed or received by the servicer.

  Does Amllify not fall under the ***** Is it Amplify's position that though it shows my payment processed March 15th, the request to obtain the funds in house was not sent until March 18th when the payment posted? What do you do with checks? Hold them until they have cleared and THEN post the payment?

  Do not position this as doing a favor for me.  As I have stated previously,  this late fee will be money well spent. 
  

  The final response I want is an answer to the above questions and whether the late fee will be reversed to that I can adjust my payment accordingly.

  
  Regards,
  
  ***********************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Amplify Credit Union. I do not have a contract with Amplify Credit Union. They did not provide me with the original contract as I requested, and I have been calling and submitting request by phone and mail for the last 6 months.

  

  Business response

  12/13/2023

  Dear ****************,
  We have received the complaint filed Better Business Bureau.  We have carefully reviewed the information and matched it to an account with Amplify in the name of **************************  We also received a credit dispute in October 2023 and December 2023 with the same name and account information.  With the information provided in the formal credit dispute, we were able to confirm the credit reporting is accurate. 
  Should you need any additional documentation or records,please contact me directly.  Our internal policies require that we verify every members identity prior to releasing of any personal information or documents.
  
  Thank you,
  
  *********************** | AVP Account ************************
  Amplify Credit Union
  *********************************
  ************ [p]

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Amplify Credit Union. I do not have a contract with Amplify Credit Union. They did not provide me with the original contract as requested.

  

  Business response

  12/13/2023

  Dear ******************,
  We have received the complaint filed Better Business Bureau.  We have carefully reviewed the information and matched it to an account with Amplify in the name of **************************  We also received a credit dispute in October 2023 and December 2023 with the same name and account information.  With the information provided in the formal credit dispute, we were able to confirm the credit reporting is accurate. 
  Should you need any additional documentation or records,please contact me directly.  Our internal policies require that we verify every members identity prior to releasing of any personal information or documents.
  
  Thank you,
  
  *********************** | AVP Account ************************
  Amplify Credit Union
  *********************************
  ************ [p]

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a savings account that I have NEVER used. Yet someone was able to hack the account and make ongoing charges for over a year. Amplify denied the claims due to the time it had been going on. I called to escalate the issue and they notified me the service provider Fiserve had a data breach in which many accounts were hacked, however they choose NOT to notify and now are holding me accountable for that hacked money. I cannot trust my money with this bank adn want the fraudulant money THEY ALLOWED to occur refunded immediatly!

  

  Business response

  09/28/2023

  Re: Complaint ID ********

  To Whom It May Concern,
  Amplify Credit Union (Amplify) conducted research into the matter concerning ********************* ****** (the member). During our review, it was determined that the debit card for the members joint owner was compromised resulting in 18 fraudulent charges dating back to July 2022; and was not the result of a data breach, as she was informed. Amplify nor our vendor experienced a data breach at any time and the member was notified on September 27, 2023, that her personal and account information was not compromised and remains secure.
  While 14 of the charges fall outside the 60-day timeframe for Regulation E, credit for all 18 charges have been issued to the members account as the date of this notice.
  Amplify considers this matter resolved and will take no further action at this time.

  Sincerely,
  April *******
  AVP Payments and Operations
  Amplify Credit Union

  Customer response

  09/28/2023

  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.
  
  Regards,
  
  ********************* ******

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Amplify Credit Union today to close my mother's account. She passed April 23, 2023. This was the 4th trip to an Amplify to try to get this done. Each time I went in, I was told something different about what was needed to close the account. On the 3rd time in, I was told that they needed the Death Certificate and the Will. Today I was told by ******************************* (personal banker) that they needed the Death Certificate and Letters Testamentary. I told his that I was not probating the Will (not required to with estate less than $75,000) and was told that I just needed the Death Certificate and the Will. I was then told that I needed to complete an Affidavit of ******** (which I did). I was told then by ********************** that they would then close the account and provide me with a check. I sat and waited for at least 30 minutes. ********************** then received messages and information from ***** (last name unknown) and ******* (last name unknown) at a location called "**********" that although they had made an exception to me having to have the Letters of Testamentary (not required by ** law or the Estate Code), I now needed to provide my brother's addresses because they now were going to divide up the balance in my mom's account between myself and my brothers. I asked why they were doing that/what this was based on. At first the response was "******* said." I asked *************************** (manager) for a copy of anything that stated this and he printed out a list that ******* has sent to him (not from any Amplify policy or written guidance). I was then told that these were Amplify's "general rules" and I could look them up on line (couldn't find). This has been an awful and cruel experience dealing with the employees of Amplify that do not know what they are doing and are seemingly making up steps to close my mom's account as we go. I was at this Amplify location today for approximately 1.5 hours. No one once asked to see my mom's Will or the ***** of *********

  

  Business response

  05/18/2023

  BBB ****************
  **************************************************************************************
  
  Re: Complaint: 20042621
  
  Dear *****************,
  
  Thank you for writing us regarding your moms bank account, and my sincere condolences for your loss.  We recognize that paperwork surrounding the loss of a loved one can be complicated, so as part of our thorough review of your request, we want to restate each option presented to you and why each step is required to settle the account.
  
  Our records show that your mothers account did not have a beneficiary, therefore a probated Will is required to ensure the funds are distributed to the intended parties. Once our team was informed that you were not choosing to probate your mothers will, we made the exception to accept an Affidavit of Heirship instead. According to the Affidavit of Heirship you completed, there are four living heirs which means we would have to settle the account four ways. When asked by you for additional options, we presented you with a third choice, which was to make a check payable to your mothers Estate instead. Unfortunately, this option was also declined.
  
  Power of Attorneys are only valid while the principal is still alive and become null after the principals death. Our practices are in place to ensure the Credit Union protects its members interest, even after death.
  
  Should you choose to move forward with the options provided to settle the account, our team will be happy to assist with the process.
  
  Sincerely,
  ***********************
  Vice ***************** Banking

  Customer response

  05/23/2023

  Complaint: 20042621
  
  I am rejecting this response because:
  

  These steps/policies of Amplify's are made up and not required by ** law or the Estate Code. I have asked for this in writing (Amplify Policy) and still have nothing. But, I now needed to provide my brother's addresses because they now were going to divide ** the balance ** my mom's account between myself and my brothers. This continues to be an awful and cruel experience dealing with the employees of Amplify that do not know what they are doing and are seemingly making up steps to close my mom's account as we go.
  

  Regards,
  
  *******************************

• Initial Complaint

  04/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I am attaching the emails from 2 different instances where my auto loan fees should have been waived. As you can see in the emails, the representatives left me hanging and either didnt reply, or they called me via telephone and agreed to take care of the fees, but never did so. Im attaching the emails that I could find, including the one with the hardship letter request where it was granted but the late fees were never addressed.I would like these late fees reimbursed back to my account. After my loan was approved for hardship my maturity date and new payment amount was never updated per the new agreement and caused even more late fees. All of this time I have been under the impression that my payments were on time and come to find out they are not. I was even charged a fee for making a double payment for the month of February. I have been give conflicting information from the loan servicing department where I spoke to ******************* whom back in 11/2021 agreed to escalate my request to have my late payments taken care of, but never returned my calls to update me on the status of the late fees that were supposed to be handled due to the loan servicing department delaying the process of my new loan contract. I was also informed by ***********************?? that the fee that I incurred this month was because I made a double payment in February and that second payment posted to my principal instead of my March payment. This also caused me to encourage a late fee of $60. Every representative that I have spoke with, gives me conflicting information and brings up different excuses as to why I have multiple late fees that are incurred. Im also including a screenshot of the email I received from *********************** stating that my maturity date in contract had never been updated as per agreed-upon last year. I honestly think that this was never updated properly and has caused a ripple effect of errors on my account. I also believe I was charged late fees for extensions that were granted due to my hardships. I tried discussing all of this information with ***** heute, and he would not let me get a word, and instead continue to ramble on that the reason why I have these late fees are because of non-payment for March, which I tried explaining to him that I paid March his payment early in February but I could not get him to listen to me. Once I asked him for the contact information for the president of amplify credit union, he said that he was blank and did not have such information to share with me. He also accused me of being rude over the phone with him when all I was trying to do was have him pause what he was saying and listen to me for a minute, so that I could remind him and recant our conversation back in November when he personally told me, he was going to escalate the concern for the late fees, and have them taken care of by a higher department, since he did neglect to get back with me within a timely manner in regards to the redrawing of my auto loan contract. Now all of the sudden, he doesnt recall our conversation and is recounting everything that he said. This is exactly what happened when I asked him for the contact information for the president of amplify credit union. He said that he could not remember the name of the person or contact information either. His exact words were that he was drawing a blank. if he cannot remember that information of course he could not remember to keep up with my account and contact me and keep me updated on the removal of my late fees, nor our conversation that we had in November 2022, where he promised to escalate those concerns to have those late fees removed by a higher department. I am including screenshots of the conversations that I had with ***, ***** and where I also sent ***** emails to try to get updates but never got a response.

  

  Business response

  04/25/2023

  ******************************
  *****************************************
  ******, ** 76574
  
  Re: Amplify Credit Union, Account # ************

  Dear **************,

  I have reviewed your correspondence with the Better Business Bureau. 

  I appreciate you reaching out to us regarding your experience with your auto loan and fees incurred.

  I have reviewed your loan, along with the emails that had been submitted to me and I do see where we did not process the modification correctly.  The maturity date was not correctly extended at the time the modification was processed.  The maturity date has since been updated in our system and reflects what was explained to you during the modification process.

  While reviewing the loan and communications, I understand that late fees were major part of your complaint.  From 2019 to present your account has been charged a total of $462.79 in late fees, of those, Amplify has already waived $220.38, $136 have been paid by you.  This leaves a balance of $106.41.  We have waived the remaining $106.41 and reversed the amount paid by you ($136) and applied this amount toward the principal balance of your loan. 

  Please note that your account is currently still due for 4/22/2023 and you do have a 15 day grace ************* Any payment received after the 15th day will incur a late fee.

  Thank you for bringing this mater to our attention.  We are sorry for any inconvenience that you have experienced.  Should you have any additional questions, please contact me directly.
  
  Thank you,
  *******************************
  Loan Servicing Manager
  Amplify Credit Union
  ************ [p]

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had checking and savings accounts at Amplify Credit Union (formerly *** Credit Union) for nearly 50 years. Since moving to the ************ about 10 years ago I have used these accounts only occasionally. On 2-3-2023 I tried to log on to these accounts but was unable to. I called Amplify at ************ talked to Lariska ********. I was told both accounts had been placed in an Inactive status. I WAS NEVER NOTIFIED OF THIS BEING DONE, EITHER BY MAIL, EMAIL OR PHONE! Additionally, all the funds in these accounts had been exhausted by a $5.00 monthly inactive fee and a $3.00 paper statement fee. I HAVE NEVER RECEIVED A SINGLE PAPER STATEMENT FEE FROM AMPLIFY IN 10 YEARS!!Amplify has engaged in dishonest, deceitful and criminal business practices! Amplify placed my accounts inactive and seized my funds without ever notifying me! I NEVER received a SINGLE paper account statement from them in the past 10 years and NEVER received notice of my accounts being inactive. Amplify should pay me the balance of funds that was in both accounts prior to these accounts being placed in inactive status. All inactive fees should be refunded because I was never notified of them being place inactive. All paper statement fees should be refunded as well because they never sent me paper statements. According to the statements emailed to me on 2-3-2023 there was a balance of ****** in my checking account on January 1, 2017 and $25.00 in my savings. These balances were being charged a $2.25 paper statement fee (I never received a single statement) and a $5 inactive fee. These balances were no doubt higher before they started applying these fees, but the statements went back no farther than 2017. I want Amplify to refund me the balance total of ****** for the 2 accounts, plus any additional fees they applied to these accounts prior to 2017. Additionally I want $200 for the time, trouble and stress Amplify has caused me for a total of $345.72.

  

  Business response

  02/17/2023

  BBB Corporate Office
  1805 ***************************** Ste 100
  ******, ** 78754

   

  Re: Complaint: 19365834

   

  Dear **************,

  Thank you for writing us regarding your checking and savings accounts at Amplify. Our team has
  performed a thorough review of your account history and confirmed that the fees applied to
  your account between February 2015 and January 2019 were accurate and in keeping with the
  disclosures provided to you on enrollment. Furthermore, the decision to put your account into
  an Inactive status in January 2019 is based on those disclosures, which clearly state that
  Amplify may classify your account as inactive or dormant and assess a fee if you have not made
  any transaction in your account over a specific period of time.

  However, as Amplify has been a proud fee-free organization since 2022, our team is electing to
  refund $187.97 in fees assessed between February 2015 and January 2019. When added to the
  $5.00 membership share still on file with the credit union, this refund will return your balance to
  the original $192.97 amount on record prior to fee assessments. While this refund is not
  required, we believe it is in keeping with our goal to provide fee-free banking services to our
  community.

  Should you need support transferring these funds and permanently closing your accounts with
  Amplify, our team will be happy to provide you with support throughout this process.

  Sincerely,
  
  ***********************
  Vice ***************** Banking

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stay away from the Amplify Credit Union located at **********************************************************. The management here does not uphold the policies pertaining to overdraft protection. I met the monthly financial deposit of $1,000.00 for (June 2022) However, a clerk said that the overdraft is based on the previous months deposit and is available the following month. (July 2022)Then, I asked for a manager and she said you met the requirement deposit for this month but overdraft is system generated And we look at more than just one month.However, a few weeks prior I was given a different answer by another employee. She said for *** you only had $800 worth of deposits so your not eligible for overdraft at the **** Several weeks ago a male employee printed off Amplifies policy for overdraft protection. Take not that I meet ALL requirements but was still denied.Something is wrong here.

  

  Business response

  07/07/2022

  Dear ******, 

  
  Earlier this year, Amplify rebuilt our overdraft protection program from the ground up. Qualified members now have access to overdraft protection without worrying about costly fees. And while we worked hard to develop informational resources for both our staff and our membership, any new process is not without a few bumps in the road. The comments provided by our member have helped us provide more training tools on overdraft protection terms to our team we appreciate the feedback, and we hope that these gaps in our training did not suggest we had anything but our members best financial interest in mind. 

  
  Sincerely, 

  
  ****** **************************************** Banking 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is about a balance transfer issue, and a company website that does not show pending balance transfer requests.I requested a balance transfer request of $1600 on June 11th 2022 . I checked back on monday June 13th and amplify webside showed no pending transfers. I assumed the process was not pending. I requested another transfer of $1800. Both transfers were to Capitol *********** with a balance of $1978, I do not need both transfers. I been on the phone all morning with cardmember services of amplify .************** trying to cancel the $1600 transfer which is still pending. They are telling me they cannot cancel.

  Customer response

  06/27/2022

  I have been contacted by amplify credit union and the issue has been resolved.

   

  Thanks for your  help, *******************

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have two auto loans with Amplify credit union. I have been making auto payments via direct deposit from my employer since 2019. In December 2021, I got promoted at my employer. Because of this change in my job code, my direct deposit to Amplify was cancelled without my knowledge. As a result, my auto loan payment in ******* was only partial and February were missed. Amplify reported this to credit bureaus which caused my credit score to drop 150 points. My specific complaint is that Amplify credit union did not attempt to contact me via phone or email, nor did they notify me that they would report this credit bureaus. The very first call I received from Amplify came AFTER my credit has been severely affected. I have attempted to resolve this with multiple contacts at Amplify and each time they have been unwilling to assist despite the fact that I have consistent payment history. My ******* resolution is for Amplify to remove this from my credit report since they made no attempt to contact me directly about this issue. Once I was contacted by phone, I promptly settled the account.

  

  Business response

  02/15/2022

  Dear ********************,
  
  I have received your complaint from the Better Business Bureau, as a result I have reviewed your account history. 
  
  The loan did become delinquent in January 2022.  It is the practice of Amplify Credit Union to mail a delinquent notice when payment isnt received by the due date, as we dont always contact members directly. prior to 30 days delinquent.  The delinquent notice was mailed on January 8, 2022 and then returned due to a bad address on the account. We updated the address per your request on February 2, 2022.
  
  Please contact me directly to discuss this situation further regarding your direct deposit being canceled without your knowledge.  I would like to know more about the details of the cancellation.  Perhaps that will allow us to make a more informed decision.
  
  Thank you,
  
  
  *********************** | AVP Account Resolutions
  Amplify Credit Union
  ************ [p]
  Email: *********************************
  
  
  

*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. ↩