ComplaintsforUniversity Federal Credit Union

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UFCU dramatically changed its online banking platform a couple of months ago. In the process, it failed to send my mortgage payments that I had long scheduled and it deleted payees from my account, gave me incorrect information on how to reenter them, and much more--leading to my being assessed over $200 in penalties or interest, needing to spend hours contacting my creditors and waiting on the phone (usually unsuccessfully) for help from UFCU, only to continue to have unresolved issues. When I first realized the scheduled payment had not been sent, I immediately wrote with questions on the portal and did not receive a response for over three weeks--and that was only after I finally got someone to call me when I responded (several times) to a generic email the credit union sent saying all problems were resolved. I had tried to call several times before that, only to hear a recording saying that there were between 30 and 65 callers ahead of me. I now have new unresolved issues--they have actually gotten worse because of the consequences of misinformation that I was given. Again, no one answers the portal messages. I did get through to someone on the phone yesterday for an urgent matter, but the issue remains unresolved despite assurances that it was escalated and fixed. There is no way to talk with a manager so I am, for the first time in my life, trying the BBB. This is such a shame because I really believe in credit unions and have been with this one for a very long time. I am moving most if not all my business elsewhere but I do need a knowledgeable person with the credit union to resolve some matters with my account.

  

  Business response

  12/27/2023

  December 26, 2023 
  
  Better Business Bureau
  ************************************************ 100
  ******, ** 78754
  
  Re:Complaint ID ******** 
  
  Dear Member, 
  
  Thank you for contacting UFCU regarding your recent concerns with online banking and your account servicing.
  
  We saw that you were able to reach a manager from our member services team on December 21st and discuss the issues that occurred on your account.  Although your initial concern was successfully taken care of, I would still love to talk to you about any additional concerns you may have with our new platform.
  
  Again,I apologize for any inconvenience that you may have suffered during our transition to the new digital platform and, as a result, have attempted to reach you for further discussion.  If you would like to connect with me directly for any other questions or concerns related to this or any other matter, please do not hesitate to contact me at ************************ or via email at **************************************. Thank you for your consideration. 
  
  
  Sincerely, 
  
  *********************************** | Manager, Member Services 
  University Federal Credit Union 
  PO Box **** |?******, ** 78766 
  ****** *************************?|?f ************** 
  ********* ************** |?** Toll-free?************** 
  ************************************** |?ufcu.org 

  Customer response

  12/28/2023

  Complaint: 21039282
  
  I am rejecting this response because:
  

  The manager I spoke with did NOT resolve most of my issues. I only spoke with her about a need for an immediate stop payment on a check that the Credit Union sent to the wrong address. And getting through to her took begging a customer service person who was quite reluctant to pass on the call. Many questions are still waiting in the secure portal, which I was told by an auto reply would be answered within two days. Many of them have been sitting there for weeks.

  I am also dealing with penalty fees from two different sources due to the late payments.

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

  

  Business response

  01/03/2024

  January 3, 2024 
  
  
  Better Business Bureau
  ************************************************ 100
  ******, ** 78754
  
  Re:Complaint ID ******** 
  
  Dear Member, 
  
  Thank you, again, for contacting UFCU regarding your recent concerns with online banking and your account servicing.
  
  I appreciate the concerns that you communicated to me during our conversations,and the opportunity given to address those items.  As these immediate issues have been addressed, I will continue to work with you on any ongoing pain points that you are experiencing.
  
  Again,I apologize for any inconvenience that you have suffered and look forward to continuing working with you to handle any items that *** be presenting a challenge.  Any time you need to reach me directly for any other questions or concerns related to this or any other matter, please do not hesitate to contact me at ************************ or via email at **************************************. 
  
  Thank you for your membership.
  
  
  Sincerely, 
  
  *********************************** | Manager, Member Services 
  University Federal Credit Union 
  PO Box **** |?******, ** 78766 
  ****** *************************?|?f ************** 
  ********* ************** |?** Toll-free?************** 
  ************************************** |?ufcu.org 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had over $1000 of fraudulent charges on my ufcu credit card. The first time I called and informed them they told me they could t do anything about it even though they have a 100% cc refund policy. I recently contacted them again and had a lengthy conversation and was assured my funds would be returned the next day. Weeks go by and I see no refund. I call up to inquire whats the hold up and the employee in the fraud **** says there is no pending dispute and no information at all on my previous interactions. How is this even possible? The guy could only apologize, he wouldnt transfer me to someone who could give me answers just said sorry nothing can be done but go through the entire process again. So it can be ignored and trashed again?! 100% guaranteed dissatisfaction. I have had problems with them slamming me with fees and charges as well like hundreds maybe thousands of dollars worth.

  

  Business response

  12/18/2023

  December 18, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re:Complaint ID #********
  
  Dear Member,
  
  Thank you for reaching out to UFCU regarding your most recently closed dispute case initiated on November 27, 2023 for two transactions from April 6, 2023. UFCU is bound and required to abide within Regulation E, and **** Regulations, when processing all chargebacks on behalf of our membership. Per **** Regulation, dispute notifications must be received within the required timeframe of 60 days from the statement date, which unfortunately resulted in the denial of your claim. 
  
  However, in our research, we believe an error occurred when you originally contacted UFCU on April 11, 2023 to file a claim. At that time only one transaction was disputed resulting in a credit being posted to your account for $257.55 on April 12, 2023. As the other two transactions should have been included in the original dispute, we have provided final dispute credit to your account for the remaining transactions, totaling $772.35.
  
  If we can help you further understand this process, please let us know as we are happy to stay ahead of any concerns in the future.
  
  We value your membership greatly and thank you for the opportunity to help clarify the process around your dispute claim.
  
  
  Sincerely,
  
  ***************************** | Asst ******* Card Servicing
  
  University Federal Credit Union
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UFCU changed their online banking platform. The new one has many bugs and they missed the payments that I had scheduled. They did not inform me and it resulted in late fee from the billers and it affected my credit score. When I called to resolve the issue, the manager was rude and unhelpful. Pretty k=much told me to take my business elsewhere.

  

  Business response

  11/24/2023

  November 24, 2023
  
  Better Business Bureau
  *************************************************************************************
  
  Re: Complaint ID ********
  

  Dear Member,
  
  Thank you for reaching out to UFCU regarding your recent experiences with our new online banking platform and with our Member Services representatives.
  
  I apologize that you have found our new platform to be challenging and that you feel your concerns were not properly addressed when contacting us.  I certainly understand that this platform is a big change from our previous one and we want to do all that we can help members transition as easily as possible by providing excellent service.
  
  I attempted to reach you via phone and email this week and would still like to connect with you to discuss how we can make this right for you.  We can assist in providing documentation regarding our conversion and how it impacted your payments and credit you for any fees received as a result of late payments.  We can also support you in establishing your bill pays in our new system to ensure no further instances of this nature.
  
  If you have any questions or concerns related to this matter, please do not hesitate to contact ******************* at *********************** or via email at *************************************.  Thank you for your consideration.
  
  Sincerely,
  
  ******************* | Manager, Member Services
  University Federal Credit Union
  PO Box **** | ******, ** 78766
  ****** ************************* | f **************
  ********* ************** | ** Toll-free **************
  ************************************* | ufcu.org

  Customer response

  12/01/2023

  Complaint: 20889880
  
  I am rejecting this response because:

  I am finding more  problems with your new platform every time I try to use it. It wont even let me login sometimes giving "Internal Server Error". It is very slow. It missed one more payment, looks like it missing all scheduled payments. It is missing my transaction history from the past several years. It is missing my statements. These are in addition to the missing payee information. Unless you restore all the information we rely on, it is not a solution. The new system is untested and has so many bugs. Your customer service phone call wait times are close to an hour.
  

  Your move has created so many unnecessary problems. It has been over a month and the problems are increasing.
  
  R Maha

  

  Business response

  12/06/2023

  December 5, 2023
  
  Better Business Bureau
  *************************************************************************************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  I apologize that you continue to experience challenges with our new platform.  We recognize that there have been intermittent issues recently and we have worked to resolve those quickly so as not to impede members access to online and mobile banking.
  
  If possible, I would still like the opportunity to discuss the difficulties that you have had with our system and bill pay in order to ensure that you have access to the information and payments that you need.  If needed, I could also have a member of our Digital Banking team as part of the conversation to determine how we can best support you.
  
  If you have any questions or concerns related to this matter, please do not hesitate to contact ******************* at *********************** or via email at *************************************.  Thank you for your consideration.
  
  Sincerely,
  
  ******************* | Manager, Member Services
  University Federal Credit Union
  PO Box **** | ******, ** 78766
  ****** ************************* | f **************
  ********* ************** | ** Toll-free **************
  ************************************* | ufcu.org

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is not the first time I had heard that complain about you ufcu gap insurance. My car is total loss in May 3 since then Ive been fighting with UFCU to file claim gap insurance and they have not been done yet. Not straight answer yet when theyre gonna do it.

  

  Business response

  11/20/2023

  November 17, 2023
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We take these matters seriously and will do everything we can to resolve the issue as quickly as possible. I understand how frustrating this must be for you having a car with a total loss and not getting a straight answer as to when your GAP claim will be filed.
  
  I have prioritized the issue you are facing with our team. I am happy to say that we have received the information needed to begin your GAP Advantage Claim process on your recent total loss. Claims processing time is approximately 30 days, and we will notify you when we receive the decision.
  
  Thank you again for your feedback and giving us the opportunity to get this resolved as soon as we could.
  
  Sincerely,
  ********************;    
  Senior Consumer Lending Sales Manager

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UFCU has downgraded their online banking systems and their customer service operations significantly. I am not only unable to access my accounts through the app any longer but it's been 2 months and over 24 hours of cumulative hours on hold trying to reach ANYONE to discuss the online issues. This week I was issued repeated insufficient funds charges on my savings account that had sufficient funds in it before (the first) unwarranted insufficient fund charge occurred. I am not currently in ***** and cannot go to the bank in person. IT IS IMPOSSIBLE TO CONTACT ANYONE AT UFCU BY PHONE. **************** is atrocious. I used to love this bank.

  

  Business response

  11/20/2023

  November 17, 2023 
  
  
  Better Business Bureau
  ********************************************************************************
  
  
  Re: Complaint ID ******** 
  
  
  Dear Member, 
  
  Thank you for reaching out to UFCU regarding your recent concerns with online banking and your account servicing.
  
  We saw that you were able to reach someone from our member services team on November 13th and discuss the issues that occurred on the account.  Although I saw you were assisted with the fees on the account, I would still love the opportunity to discuss your concerns regarding our new digital platform.
  
  I apologize for any inconvenience that you may have suffered during our transition to the new digital platform and will be reaching out shortly.  In the interim, if you have any other questions or concerns related to this matter, please do not hesitate to contact me at ************************ or via email at **************************************.  Thank you for your consideration. 
  
  
  Sincerely, 
  
  ***********************************
  Manager, Member Services 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I been using ufcu for 10 years I have all my business accounts and my loans they been great but when I try refinance my house sense all my accounts and loan with them the loan officer his randomly stop responding my email or calls

  

  Business response

  11/20/2023

  November 16, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  Thank you for your membership for the past ************************************************************************************ like to recap the timeline and correspondence that occurred on your mortgage application.
  
  You applied for a mortgage loan on Friday, October 13th, 2023. The loan officer reached out to you the week of October 16th and then followed up with an email on October 20th. You then called and spoke with the loan officer on November 2nd, 2023. During the recorded conversation, the loan officer said that they would send you an email requesting the information needed to start your loan application. You replied to their email on Thursday, November 2 and again on Monday, November 6th. You called UFCU on November 8th and spoke to another loan officer who took over your loan file.     
  
  We regret any delays in communication and thank you for the opportunity to clarify the details and resolve the matter.
  
  Sincerely,
  ***************************
  UFCU Mortgage Sales Manager

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a person account as well as a business account. For the past month I have been calling requesting a new card to my business account. It has been over a month now and hour calls later and still do not have a card. All I keep getting is one excuse after another and no one is willing to over night a card stating they dont have the ability which I believe is bull c*** Fed Ex offers over night and if you claim you shipped it in 2-3 days and its still not here then the next option to help the customer is overnight. I am really considering on closing my account this bank is not what the claim to be. I also never got a call back when I inquired on a home loan so went else where.

  

  Business response

  08/11/2023

  August 10, 2023 
  
  Better Business Bureau
  ************************************************ 100
  ******, ** 78754
  
  Re: Response to BBB complaint ID ******** 
  
  Dear Member, 
  
  Thank you for reaching out to UFCU regarding your recent interactions involving your business debit card order. 
  
  I appreciated the opportunity to speak with you about this concern.  I am also happy to see that you were successful in receiving and activating your debit card. 
  
  It appears the initial delay occurred due to an error, which caused our card system to attempt to send the card to the alternate address on file.  This has since been reviewed and corrected.     
  
  Although we do offer expedited delivery of cards, due to card production timeframes, we are unable to fulfill an overnight request.  When a new card request is received, we ask that you allow one business day for the physical card to be produced by our vendor.  Once this step is completed, the vendor retrieves the expedited shipping information, and the card is processed for shipping.  As a result, this makes our expedited shipping timeframe range from 3-4 business days from start to finish.    
  
  Again, I apologize for any inconvenience that you may have suffered because of the card delivery delay.  If you have any other questions or concerns related to this matter, please do not hesitate to contact me at *********************** or via email at **************************************.  Thank you for your consideration. 
  
  Sincerely, 
  
  ***********************************, Manager, Member Services
  **************************************
  ************************
  ************************
  ************* Fax

  Customer response

  08/11/2023

  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

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE OF THIS CREDIT UNION. They are not an ally of their customers for over twenty years! Shame! My claim has been closed twice now and Ive reopened it again today. Im sick of going around and around and you people are being cowards and sending info in the mail rather than calling or emailing your customers with updates. If your investigation team thinks its ok for a company to book a flight with a customer and then cant give a booking number for a international destination because the flight company they booked with is boycotting I have a HUGE ISSUE WITH THAT and will close all of my accounts and let social media know how yall do business. I want to speak to someone on that investigation team IMMEDIATELY!!!

  

  Business response

  07/13/2023

  July 13,2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for reaching out to UFCU regarding the issues on your closed dispute case. 
  
  As you indicated,you filed a dispute. UFCU is bound and required to abide within **** Regulations, when processing all chargebacks on behalf of our Membership.  
  
  After reviewing your concerns in regard to the handling and communication of your case, we empathize with your position and have honored the claim and issued credit on behalf of the cooperative.
  
  Thank you for the opportunity to help address the matters around your dispute claim.
  
  Sincerely,
  ***************************** |Assistant Manager Card Servicing
  University Federal Credit Union

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  If I could give zero stars I would. I've been a loyal UFCU member for almost 25 years. All of my loans (cars, small business, personal) have all been through UFCU and I've paid all of them off (except ones I just started). So suffice it to say I've treated them like family. 2 months ago my account had over $1500 stolen from it. Fraudulent charges from SeatGeek. I was just starting a 5 week long vacation when this happened. I called in and reported that I did not make or approve these charges for $1500 for SeatGeek. I also told the rep I WOULD NOT be home until early June. I said if there was any paperwork or anything like that they'd need to send it to me while I was on the road.The rep either ignored me or it slipped their mind that they'd be MAILING me a document I needed to sign and send back so UFCU could dispute the charge with **** and SeatGeek. So UFCU puts the money back in my account and I think we are good.I get back from my trip in early June and I see that the $1500 has been taken out of my account a SECOND TIME. I call the ** line and they tell me I didn't send in the paperwork they needed on time (they needed it by May 24, and I told the rep I didn't get back until early June). I saw the document they sent, but not until it was too late.Now because of that one document not going in before May 24 (and me telling them, on a recorded call, if they needed to send me anything they'd need to mail it to where I was vacationing at) they say I owe them $1500. I opened a second dispute and escalated this but they still say I owe them the money that someone STOLE FROM ME. Once this is all straightened out I will be taking all of my account and business to another bank. Which is a shame because I'm about to open another location for my company. This is the 8th or 9th time I've had my card compromised in the last decade. Clearly UFCU doesn't value their customers or their financial security.

  

  Business response

  06/16/2023

  June 16, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re: Complaint ID ********
  
  
  Dear Member,
  
  We spoke on 6/15/23 regarding your fraud case filed on 4/26/23 in the amount of $1514.00 at Seatgeek Event Tickets.
  
  On 5/4/23, UFCU sent via **** the merchants response to your fraud case.  The merchant provided points of verification that were a match to your information on file.  We received your response to the merchants position on 6/9/23, but unfortunately the **** Regulated timeframe to respond to the merchant was 5/24/23.  As a result of this mandated timeframe, the merchant won your case.  However, we understand you did not receive the merchants documentation via **** as you were at an alternate address that you notified ** about within your call to ** on 4/26/23.  As a result, UFCU has issued a courtesy credit in the amount of $1514.00 to your account. 
  
  Thank you for your membership - we appreciate your receptiveness to our gesture of goodwill.
  
  
  Sincerely,
  
  ************************* | Manager Card Fraud Services
  University Federal Credit Union

• Initial Complaint

  05/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ufcu due to a alleged software error withdrew a single payment 4 times and has refused to return the fraudulent charges after multiple contacts and has failed on all promises to correct their fraudulent actions

  

  Business response

  05/22/2023

  May 22, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re: Complaint ID ********
  
  
  Dear Member,
  
  Thank you for contacting our office regarding the issue you encountered with the duplicate payments that occurred when you made your loan payment on May 8th and May 9th of 2023. 
  
  When you spoke to a UFCU representative on May 11, 2023, we were unaware of the technical problem that originated with our online banking service.  Since then, we have identified the technical issue on our end and have worked to resolve it, creating communication for staff and our membership regarding the matter.
  
  As of May 18, 2023, we have refunded the duplicate payments and placed those funds into your savings account at ******************.  Our records indicate that you have transferred the refunded funds to your other financial institution using our online banking service.
  
  I apologize for the inconvenience you experienced with the duplicate payments,and I understand how frustrating it can be to have your resources tied up.  We strive to ensure that our members are happy with our products and services, and we deeply value your communication.  Please contact our office if you should need additional assistance.
  
  Sincerely,
  
  *************************** | Consumer Lending Assistant Manager
  University Federal 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. ↩