ComplaintsforUniversity Federal Credit Union

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 9, 2021 I was incarcerated. I was released on March 21, 2022. The day I was arrested my wallet that held my debit card to my UFCU Checking account (University Federal Credit Union) as well as my phone were left in my car at the spot of my arrest. I have been receiving disability from the VA for service connected injuries since 2014. After my release from prison I noticed that I was missing close to $5,000. After carefully reviewing my mobile online banking statements I noticed a large amount of fraudulent charges on my account. These charges even have peoples names that were sending themselves cash app deposits from my checking account. I filed a fraud claim with the fraud department. They told me however that it had been longer than 60 days and there was nothing they could do. I have proof of my incarceration as wel as my release paperwork. I gave NO ONE permission to use my debit card or to make any of the many transaction that were in my account.

  

  Business response

  05/12/2022

  Please see attached

• Initial Complaint

  02/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am letting you know they gone need to be investigated before I move forward with a small claim I got all my proof and evidence of this bank to be verified with transaction's information that is not adding up at all steady stealing funds from my account and the receipts doesn't add up at all so they gone need to be verified through the ***************** location in ****** *****

  

  Business response

  02/09/2022

  ******************
  
  Since your account opening on August 17, 2021 you have had multiple dispute and fraud cases which were credited to you as follows:
  
  CARD 2915
  1/5/22 - ****** at AF*NEXUS REAL ESTATE
  1/5/22 ***** at AF*NEXUS REAL ESTATE
  1/15/22 ****** at BUDGET RENT A CAR
  1/15/22 ****** at FAIRFIELD INN
  1/15/22 ****** at BUDGET RENT A CAR
  2/1/22 ****** at HE-GOVERNMENT PAYMENTS
  
  CARD 3983
  1/29/22 ****** at BUDGET.COM
  1/29/22 ***** at UBER TRIP
  1/31/22 ****** at PYL*SKYLINE MANAGEMENT
  2/1/22 ***** at PYL*SKYLINE MANAGEMENT
  
  CARD 5454
  2/7/22 ****** at HAMPTON INN
  
  As of 2/9/22, each of these transactions remain a credit to your account. 
  
  On 1/31/22, UFCU spoke with you around your concerns regarding transactions in your account for ****** (1/13/22)and ***** (1/27/22).  It was communicated to you at that time that neither of these transactions are debits out of your account, rather, these are transfers from your savings account to your checking account. 
  
  Please feel free to reach out to us with any additional items we may help you understand.

   

  Thank You For Your Membership,

  -UFCU

  Customer response

  02/09/2022

  Complaint: ********
  Because they didn't not give me 585 back or ****** or ***** so the rest of time are accurate but they didn't not give that back even if they dispute it not in the account
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  ***************************
  

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Oct. 15, 2021, I filed a dispute on 2 charges that occurred on Oct. 14th by PAYPAL ***** US totaling $216.50 on my debit card at which time UFCU reversed the charges, canceled the existing debit card, and issued a new debit card. The 1st correspondence I received about this matter after my initial report of the fraudulent charges occurred on Dec. 4, 2021. The UFCU letter, dated Nov. 30, stated that due to non-response for additional information, the case was closed as well as any temporary credit applied to the account would be reversed on Dec. 7, 2021. The next business day, December 6th, I went into UFCU and showed the Nov 30th dated letter to a branch employee, *********************************. He was able to print and provide me a copy of a letter dated Nov. 10 that I had not received. This letter informed me that due to a documentation provided by the merchantYour response is required to continue this disputeresponse no later than Nov. 26, ****. I took immediate action with the assistance of **********************, who faxed my response requested in the letter, in which I checked two boxes that I did not authorize, participate in, or benefit from this transaction. and I did not authorize anyone to use my card. On Dec. 7, UFCU reapplied the disputed amount to my UFCU checking account.I requested and received a copy of the evidence provided by the merchant on Dec. 22, 2021. In contacting *** and ***** I have been able to provide UFCU with additional evidence that each *** package associated with the provided tracking numbers was not delivered to my home address and a statement from **** stating the unauthorized purchase made under an unauthorized **** account..."Despite providing evidence proving the illegitimacy of the charge, taking immediate action on all the requests that I have received from UFCU, multiple visits to UFCU branches, and hours of calls, UFCU has not tried to resolve or take any action on my dispute.

  

  Business response

  01/31/2022

  ***************** -
  
  We can confirm that you did file a fraud dispute for PAYPAL **** US in the amount of ****** x 2 on 10/15/21. 
  
  On 11/09/21, UFCU sent via **** the merchants response to your fraud case.  The merchant provided standard proof of delivery that was made to your home address on file; this documentation from the merchant showed delivery as 10/15/21.  We received your response to the merchants position on 12/13/21; unfortunately the **** Regulated timeframe to respond to the merchant was 12/07/21.  As a result of this mandated timeframe which had expired, the merchant won your case. However, we understand you did not receive the merchants documentation via ****.  As a result, we have issued two courtesy credits in the amount of ****** to your account. 
  
  We value your membership and appreciate this opportunity to help.

  Customer response

  01/31/2022

  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

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In late February of this year, after the winter storms drastically affected my income, I reached out to ask for an extension on my line of credit for 2 months, the agent on the phone agreed, and I felt supported. In May I got caught up, and was able to completely payoff my line of credit just a few months later. Last month I checked my credit report and they reported March and April late! I called and spoke to a representative who hid behind the law requiring accurate credit reporting, but the law specifically allows creditors to correct errors they make! I have been with UFCU for over 20 years, and literally borrowed hundreds of thousands of $$, and never had any late payments! Think hard about where you bank because this institution has lost all respect for the MEMBERS they claim to represent!

  

  Business response

  12/07/2021

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

  Thank you for your feedback. UFCU has completed an investigation of your concerns based on the information you have provided. We were not able to locate any evidence of you requesting assistance in February due to the Winter Storm. We were able to locate a recording of a phone call where we spoke to you on November 29,2021. In that conversation you explained that you had traveled abroad earlier in the year to *******, you were unable to return home due to COVID Restrictions, and were hospitalized for a time there as well. In this same conversation you acknowledged that you fell behind on two payments on your line of credit as a result. You then requested a courtesy deletion of these late payments. Unfortunately, as previously advised to you, the **** governs how financial institutions like UFCU furnish data to the credit bureaus. Among other requirements, furnishers of data are prohibited by the **** from providing inaccurate information to the credit bureaus. If we were to revise the reporting on your loan as you request, we would be in violation of federal law and the contractual agreements under which we furnish information to the credit bureaus.

  Thank you for your Membership,

  UFCU

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to my bank in regards to a charge on my card for a class I never attending. As informed by the class that they had a return policy of 72 hours after attending the first class, I never attended the class but I wasn't offered a refund so the bank disputed the charge.. I was informed that I had time to send in the documentation which I sent. Nothing ever got resolved so I asked to speak with a Manager after getting the run around they were dishonest and told me they would let me speak with a customer service manger who never called me back. So then I asked for notes so I could file an complaint they were dishonest once again and I never got any information.

  

  Business response

  11/02/2021

  Hello,

   

  We are unable to locate an account under the provided information. We are University First Federal Credit Union based out of ****, where the address and documents appear to be coming from UFCU in ****** *****. We are unaffiliated and unable to assist in the matter, and we ask you forward this complaint to University Federal Credit Union based out of ****** *****. Thank you! 

  

  Business response

  11/23/2021

  Dear *********************,
  
  Thank you for reaching out to UFCU around your closed dispute case which was initiated on July 8th. UFCU is bound and required to abide within Regulation E and **** Regulations, when processing all chargebacks on behalf of our Membership.  
  
  As you indicated, you filed a merchant dispute for $456.00 and you were subsequently sent documentation that required a response in order to continue your case.  Unfortunately, per **** Regulation, once the timeframe for a response has been exceeded without your response, we can no longer plea to the merchant on your behalf. 
  
  Any credits provided to you outside of the Regulated timeframe comes directly from *******operative as a whole as we are not-for-profit.  However, we do empathize with your position,and we value your Membership greatly; we have re-applied the $456 credit as a gesture of goodwill from *******operative.  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.
  
  Thank you for the opportunity to help clarify the process around your dispute claim.

   

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with UFCU. I have requested numerous times to be provided or presented the original application and or contract but Todate neither entity has provided any of the requested documentation nor proof that this account/debt is in fact mine. I have not supplied proof under the doctrine of estoppel by silence, ********** ****************** (Mo) **********, 719.Remedy: I demand this account be deleted from my credit report..No proof of the alleged debt exists due to the no proof provided by the alleged creditor has ever been provided. Due to the lack of dispute by the alleged creditor. I presume based on no proof being provided by either entity nor presentation of contact nor application no debt therefore exists.

  

  Business response

  11/02/2021

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

  Thank you for your inquiry. UFCU has received your written request for a Goodwill Deletion of negative reporting that was dated 5/27/2021. UFCU has reported the loans past due status to the credit bureaus (consumer reporting agencies, or CRAs) in accordance with the Fair Credit Reporting Act (****). The **** governs how financial institutions like UFCU furnish data to the credit bureaus. Among other requirements, furnishers of data are prohibited by the **** from providing inaccurate information to the credit bureaus. If UFCU were to revise the reporting on your loan as you have requested, we would be in violation of federal law and the contractual agreements under which we furnish information to the credit bureaus. We acknowledge receiving 3 additional letters from you stating that your rights have been violated, but the letters do not state directly how UFCU violated your rights. As per your request, UFCU will be mailing a copy of the signed loan agreements for your unsecured loan and **** Card in question to mailing address you have provided.
  
  Thank you

  -UFCU

  Customer response

  11/04/2021

  Complaint: 16083394
  
  I am rejecting this response because: UFCU has not provided any documentation surrounding this matter. My letter was requesting validation of the account not a goodwill deletion. This is unacceptable due to UFCU is selectively responding and the information they are responding with is completely false. I have provided the ** with the letters I have sent to UFCU and I am looking for a response to the letters attached to this complaint. UFCU can not choose to say they have responded when in fact they have not. Please provide the requested documentation from all of my letters or please delete the account from my Consumer Report.   
  
  Regards,
  
  *****************************

  

  Business response

  11/04/2021

  Thank you for your additional feedback. As stated in our prior correspondence, if UFCU were to revise the reporting on your loan as you have requested, UFCU would be in violation of federal law and the contractual agreements under which UFCU furnishes information to the credit bureaus. As per your request, UFCU will be mailing a copy of your original contract/application and the signed loan agreements for your unsecured loan and **** Card to the address associated with your account.  

   

  Thank You,

  UFCU

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