Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I noticed on 04/05/2024 that a school that Im not currently attending took over $500 out of my account. I called all day to Advancial for assistance with this matter and kept being told to wait until Monday. I have bills to pay and wasnt even given a provisional credit. Im now trying to figure out how to pay bills while these people show no concern.
Business response
04/19/2024
The credit unions ***** Services Manager contacted ****************. The charges have been disputed and credits have been posted to her account.Business response
06/04/2024
We are in receipt of the rejection notification. However, it is unclear why there is a rejection. There is an attachment of the letter sent to the member explaining how to dispute the charges but there does not appear to be any explanation message included.Initial Complaint
01/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This makes no sense:My "friend" sent me money, twice..Advancial deposited the money in my bank account after 4 and 5 days of consideration..My 'friend' then cancels the deposits, after they've been both approved and deposited into my bank *******************************, without my permission, takes away my money, in my bank account..Customer response
01/24/2024
I spoke with Advancial's Assets and Fraud teams, and they said that I was liable; but I still feel like they shouldn't have put money in my account, then withdrew it without my permission or consent..
Business response
02/08/2024
We are researching the concern and would like to request additional time to complete the review.Business response
02/15/2024
Mr. ******* complaint is related to two Account 2 Account ***** electronic transactions for $2,400.00 and $2,500.00 that were withdrawn from his account when they were returned as unauthorized credits.
A review Mr. ******* online banking activity indicate that he logged in under his Advancial online banking profile and initiated the A2A debits to **** of America which would credit his Advancial account. However, the two transactions were disputed as Unauthorized by the account holder at **** of America and were subsequently returned as R10 Customer Advises Not Authorized to **********************. As required by the National Automated ************************** (NACHA) rules, the funds were withdrawn from Mr. ******* account and returned to **** of ******************************** contacted Advancial concerning the returned funds and stated that he was contacted on ******** for what now appears to have been a work from home type scam. **************** stated he was given instructions by the apparent scammers and initiated A2A transfers which credited his account at ********************** and debited an account at **** of America, he then sent funds to the fraudsters/scammers using a cash app.
**************** didnt understand how Advancial was allowed to withdrawn the funds credited to his account and it was explained to him that the customer on the **** of America side disputed the debit transactions as Unauthorized and **************** didnt have authority to debit the account. Neither **** of America or Advancial pre-authorize these types of transactions.Customer response
02/16/2024
I didn't initiate anything, including the A2A, account to account transfers.. The scammers specifically put the money in my account, and both ********************** and **** of America took 4 and 5 days to approve the transactions!Business response
02/19/2024
We are in receipt of ******************** additional comments and request an appropriate time for review.Business response
02/23/2024
A review of Mr.******* online banking activity indicates that he logged in under his Advancial online banking profile and initiated the A2A debits to **** of America which would credit his Advancial account. These transactions were set up by **************** to pull the funds from the account at **** of ************ were not put into his account by the scammers. Please see the attached screen print of his on-line banking activity related to the initiation of the two A2A transactions. This attachment is confidential and only to be used internally as supporting documentation for the information previously provided in our response to the complaint.
These types of transactions do not go through an approval process by the credit union. They are credited to our members account similar to a check deposit then presented to the other financial institution for payment. In this case the two transactions were disputed as unauthorized by the account holder at **** of America and were subsequently returned as R10 Customer Advises Not Authorized to **********************. As required by the National Automated ************************** (NACHA) rules, the funds were withdrawn from Mr. ******* account and returned to **** of America. The process of submitting the transactions and subsequently having them returned is not instantaneous, nor is there any pre-approval of the transactions prior to them being submitted.Initial Complaint
08/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested for cover letter stating that my credit balance was at zero balance which it was and *******, ************************************ And *********************** could not assist me.stating company policy this letter was very important needed it for home purchase and this could impact on my ability to provide a roof for my family. I think the credit Union should have been in a position to afford me this letter since I bank with them and they had proof of the zero balance account. Having said this I had received a letter like this prior and I am se no reason I couldnt receive it now unless provided with written documentation stating why it has changedBusiness response
08/11/2023
The credit union is in the process of reviewing the complaint. We need to request additional time to thoroughly research the details.Initial Complaint
07/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
False information about cd secured loans They told me to close cd , pay penalty , put remaining balance in saving account in order to get a CD secured loan against CDBusiness response
08/11/2023
The credit union is in the process of reviewing the complaint. We need to request additional time to thoroughly research the details.Initial Complaint
10/14/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
10/13/22, 10/5/22,9/8/22, 5/9/22, 3/1/22,2/4/22, 11/3/21, 7/9/21 and other approximate dates. I will start from the most recent incident from yesterday. Over a year ago I have requested to stop ACH draft from Acorn's company that was never done and I kept being draft. A few weeks ago I requested it again for that to be done, it was never done instead, I was sent in a dispute yesterday morning I was requested for it to be done, and I was sent electronic forms, and I am completing now among other things. Additionally, a few months ago, I have been trying to open a secondary checking account, but I was denied due to my name being in the Chex system because of a scam that my son who is special-needs got dragged into and my name is listed on his account at another banking institution. A Police report was filed and is being investigated and I presented this to the branch manager in Lafayette, Louisiana on Johnson Street and again I was denied to open a secondary checking account after doing business with your three years and having 95% of my money in the credit union I asked if there was an exception that could be made and for her supervisor and she did not give me this information and said it was no one above her to speak to oddly! I am familiar with chain of command and I do know that there is a corporate office somewhere. I think this one in particular is in Texas, but I was denied it when I called the one 800 number as well. I asked the same question and I was redirected back to the same branch to ask them for their superior after I told them that I was being denied to speak to someone above her, this is horrible customer service and a shame for a customer who has been doing business with you all for years. I also have been trying to open a business checking account for almost a year and a half and it can't be done online and every time I went into the branch the person who does it wasn't available they had to take a message or I said to wait for a call. See attachBusiness response
11/01/2022
Business Response /* (1000, 5, 2022/10/27) */ The credit union is currently working directly with Ms. ****** to reach a solution on the disputed ACH charges from ACORN. We have provided her with the necessary dispute forms and will proceed accordingly once we receive the completed forms from her. We will also work directly with her to address her account concerns. Consumer Response /* (2000, 7, 2022/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response as accurate and it's being processed currently. It was never addressed if an exception could be made in regards to opening another checking account due to the above explained circumstances.Initial Complaint
08/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have a loan with Advancial and set up automatic payments for the loan. Although I received a late payment mark on my credit due to the automatic payments not working and was never notified that this wasn't working or that a payment was due. I have called several times and was told they tried to contact me but they never did, the number they said they tried to contact was not mine. I have tried numerous times to get the issue resolved with no success. I have left voicemails and called numerous times to get in touch with a supervisor and have had no success. I have not had a problem making payments on time and even pay twice as much as I am supposed to each month and would like this taken off my credit.Business response
11/01/2022
Business Response /* (1000, 5, 2022/09/12) */ When the loan became past-due, the member received multiple mailed late notices and phone calls to notify them of the delinquent status of the loan. Additionally, the member receives regular statements that are clear about payment status and due dates. When speaking with Advancial, the member verbally accepted responsibility for the late payments. As the late payment report to the credit bureaus was legitimate and not made in error, we are unable to remove it from the member's credit report.
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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.