ComplaintsforCredit Union of Texas

• Initial Complaint

  09/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In December 2023, my car was totaled, and I paid off the remaining balance of $6,859 on my *** 250 loan with the Credit Union of Texas. I was assured that my credit report would be updated, and that no further action was required on my part. When I requested a confirmation letter or email verifying that the loan was settled, the organization declined to provide ****** January and February 2024, I followed up regarding the letter and the incorrect status of my credit report. By March 2024, I needed to secure a new loan for another vehicle. I could have received a better interest rate if the *** loan had been properly cleared from my credit report. However, having been without a car since December, I proceeded with the new loan, trusting that this issue would be resolved in due time. I chose to stay with the Credit Union, believing they would handle the situation.Since I was given a three-month deferment on payments with new loan, I didnt press the issue further at that time. But by July 2024, I started receiving calls demanding payment for my new loan, yet there was still no resolution regarding the *** loans removal from my credit report. This continued through August and September 2024.Despite sending emails in March, July, and August, I have received no response from anyone at the Credit Union. While Ive enjoyed my relationship with this organization, I now feel compelled to seek a resolution through the Better Business Bureau (BBB) as my repeated attempts via emails and phone calls have been ignored.

  Business response

  09/22/2024

  Mr. ******** loan with Credit Union of Texas was paid in full in January 2024 as a result of a total loss claim and settlement. The final settlement check was received on January 3, 2024, and while the loan was paid in full, the status for the credit bureaus was not reflecting properly. In April 2024, Credit Union of Texas received notice of a dispute of information filed by Mr. ****** through an online dispute process. Credit Union of Texas promptly responded to the dispute, but in September 2024, Mr. ****** stated the reporting information was not updated properly. It was discovered that only ******* had been updated to reflect the loan was paid in full. When the Loan Support team was notified of the incorrect reporting, proper updates were submitted to all three credit bureaus to reflect properly. Experian, and TransUnion were updated on September 13, 2024, to show that the loan referenced by Mr. ****** was paid in full as of January 2024. 

  Credit Union of Texas adheres to all reporting regulations, and responds promptly to any credit disputes in a timely manner. Should information not be reporting properly, Credit Union of Texas updates the information to reflect properly once notified of the incorrect reporting information.  

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was contacted by CU TEXAS and advised that my debit card had been compromised. The transaction did not go through and I was instructed to come to the bank to obtain a replacement debit card.As instructed I went to the Credit Union of Texas discussed what happened and was issued a replacement debit card. I never used the card. I only activated the card. As soon as I activated the card I received another call from CU TEXAS stating my account had been compromised and a fraudulent charges had been charged. That card was then cancelled and I disputed the following charges:7/30/2024203.50********** 7/30/202454.00Family Dollar 7/30/202452.85Family Dollar 7/30/2024 53.85Dollar Tree All charges occurred within minutes of me activating a totally new card. Their investigation revealed the transactions were not fraudulent. These transactions were not conducted with my card or permission. This would lead me to believe that someone inside the bank prompted the call and captured the card information prior to giving it to me. This seems to be an inside job. It is my request this investigation be reopened and all leads and possible culpable parties be exhausted prior to concluding the investigation. It is my belief that someone within the institution is working internally to defraud their customers.I would like to know the scope of their investigation that concluded they were not able to reimburse the charges. I want to know the name of the bank employee that issued the card to formally file theft charges on them.This is a form of elderly abuse.The only other alternative is to reimburse my money.

  Business response

  09/09/2024

  **************** received a call on 07/29/24 regarding a possible fraudulent transaction from a representative of the Credit Union of Texas, *************** confirmed the transaction on this date. **************** then contacted our call center on 07/29/24 notifying us of the call received and asking was it a legitimate call. We let her know it was and listed the transactions involved.Member stated she did not recognize the transactions, so we advised her to visit a branch to get a new debit card.
  
  **************** received her new debit card on 07/30/24 and set her pin up at 12:13 PM.  Using the newly issued card number she added the card to Cash App at 12:16 PM and then added the card to mobile wallet at 2:47 PM. Our research confirms that the member is still using cash app with the card issued on 07/30/24. On 08/14/2024 **************** contacted our call center and proceeded with the process of filing a dispute for the following debit card transactions: $203.50 at **********, $54.00 at Family Dollar, $52.85 at Family Dollar, and $53.85 at ************
  During our investigation we were able to verify the transactions $203.50 at **********, $54.00 at Family Dollar, $52.85 at Family Dollar, and $53.85 at Dollar Tree were conducted via mobile wallet and using the PIN number. While speaking with **************** she confirmed no one else had access to her debit card and pin number. Based on the information provided by **************** we confirmed she authorized the debit purchases and use of her debit card.
  
  Credit Union of Texas does not have access to the members PIN number which was used at time of the transaction. Therefore, a Credit Union employee could not have conducted these transactions.
  The claim was denied due to the transactions being authorized by **************** through the use of her debit card and PIN number.
  
  If we can be of any further assistance in this matter or if you need additional information, please do not hesitate to contact us on ************.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We received your complaint. Thank you.We will review your complaint. Depending on what we find, we will typically:Send your complaint to the company for a response; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office; or Let you know if we need more information to continue our work.YOUR COMPLAINT Online application ID kvwzsmcc I tried to open an account with **********************. During the opening process online, a driver's license was required to open the account which I provided. The next day I get an email asking to provide a form of verification. I ***lied back I had already provided my driver's license while opening the account online. I get a 2nd email asking for the same information. I reached out to them via chat and the *** told me they received it and will review on monday. I called them again on monday and they keep asking to send a form of verification I had already provided. Finally, I told them to forget the account opening application, cancel it and send me my money back.That was august 23rd. I have never received my money back. Supposedly they said they sent it and it takes 3 weeks to deliver. Since when does **** take 3 weeks to deliver an envelope? Today has been over a month and I have not received my money back nor is the company responding to my inquiries.

  Customer response

  08/28/2024

  Hello All

  I made a mistake with the date in my complaint and need a correction.

  "Finally, I told them to forget the account opening application, cancel it and send me my money back. That was august 23rd. I have never received my money back."

  On the line above, the date is a type, it is not august 23rd. It is July 23rd.

  How can I correct?

  Thank you in advance

   

  Customer response

  09/04/2024

  This issue is resolved and can be closed. Thank you

  Business response

  09/05/2024

  This letter is in response to the complaint filed by Ms. ******* **** against Credit Union of Texas regarding the online account opening process and receiving her funds back. Ms. **** applied for membership with Credit Union of Texas on July 18, 2024, through the online application platform. During account review, **** had received Ms ***** Drivers License, but online account applications require two valid forms of identification to process, which applicants are notified at time of application. **** requested an additional form of identification on July *******, which was one business day after the application was received. Ms. **** decided to cancel her online application and requested the funds be returned to her. A check was disbursed for the full amount of the application and mailed to the address provided in the application.
  
  Ms. **** contacted Credit Union of Texas on August 2, 2024, stating she had not received the funds. She was given the option of visiting a local branch to receive the funds in cash, or a replacement check, but **** did not receive a response until August 5, 2024. The digital services team was not notified of the call, and so Ms. ***** request was inadvertently delayed. The **************** team was made aware on August *******, and a stop payment was placed on the original check and a new check was disbursed. While the check was sent immediately, the mail process can take time. Attempts have been made to contact Ms. **** regarding the funds as the check still has not been reconciled.
  
  Due to the nature of the online banking risks,Credit Union of Texas does require two acceptable forms of identification for all online applications, and the guidelines of acceptance are included in the application process. **** also works with applicants to resolve any questions and concerns in a timely manner.

  Customer response

  09/06/2024

  I am rejecting this response because: 

  The statement below is a complete lie. But I understand businesses always lie when they are reported.

  "Ms. **** contacted Credit Union of Texas on August 2, 2024, stating she had not received the funds. She was given the option of visiting a local branch to receive the funds in cash, or a replacement check, but **** did not receive a response until August 5, 2024. The digital services team was not notified of the call, and so Ms. ***** request was inadvertently delayed."

  I called this credit union multiple times and they gave me the runaround. I even emailed them (see the attached screenshots) for proof. They do not respond with a favorable outcome. It is always call us. I am the customer and they should be making the effort to reach me and that was not done. Even when I called, it is always a check has mailed and it has been OVER A MONTH!

  This is not how business is conducted properly.

  Business response

  09/12/2024

  **** has made subsequent attempts to contact Ms. **** via phone and email by ***************. However, management has not been successful via either modes to further address Ms. ****** concerns. The check disbursed on August 30, 2024, for the initial deposit from Ms. **** was reconciled for payment on September 5, 2024, indicating Ms. **** did receive the refund in full. 

• Initial Complaint

  08/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint against Credit Union of Texas in ********* due to the unfair closure of my account and the subsequent charge-off without proper notice or valid justification.On June 2024, I received a notification from CWBC, stating that my account was ********************** card was closed. I was not provided with any prior notice or explanation for this action. Despite my efforts to contact the bank's customer service, I have not received a satisfactory explanation for the closure, nor have I been given any documentation that would justify such an action.Additionally, the bank has reported this account closure as a charge-off to the credit bureaus, which has negatively impacted my credit score. This has caused undue financial stress, as I now face difficulties in obtaining credit or conducting other financial activities.I believe this action is a violation of the Fair Credit Reporting Act (FCRA), as the information reported is inaccurate and has caused significant harm to my credit profile. Furthermore, I suspect this may also be a violation of the Equal Credit Opportunity Act (ECOA), as the bank's decision to close my account appears to be arbitrary and potentially discriminatory.I am requesting that [Bank Name] provide a clear explanation for the account closure, remove the charge-off from my credit report, and restore my account to its original status. If this is not possible, I seek compensation for the damage done to my credit profile and financial standing.I look forward to a prompt resolution of this matter.

  Business response

  08/30/2024

  Thank you for the opportunity to respond to this complaint regarding our members concerns related to the charge-off of her credit card account.

  The ********************** card charged-off due to non-payment on March 15, 2024, after not receiving a payment since August 7, 2023.  Prior to the August, 2023 payment, the Credit Union provided the consumer with payment assistance which brought the account current, in hopes that it might help her remain in good standing with her personal finances. Throughout the non-payment period, consistent collection activity took place including telephone calls and e-mails advising her of the past due status of the credit card.  In addition, monthly credit card statements were provided to her, which showed increasing past due and overlimit amounts,warnings of credit reporting impacts and reflective of non-payment.

  Adhering to policy, Credit Union of Texas recognized this as uncollectable debt and the credit card was charged off. 

  The borrower purchased credit disability coverage on the credit card account, which did make payment on the account on April *******.  However, the disability claim was filed on March 26, 2024, nine days after the credit card was charged-off.

  The information being provided to the credit reporting agencies has been reviewed and determined to be accurate.
  

  Sincerely,
  
  Credit Union of Texas

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I deposited an *** Refund check using the Drive-Thru at **** in ******, Texas There are no longer human Tellers in the Drive-Thru, only ATM/ITM (?) machines. The check was unexpected. The *** stated they made a mistake and owed us money. The check was made out to both my husband and myself because we jointly file as married. Both my husband and myself endorsed the *** Refund check. That was Thursday, August 1. On Friday, August 2, the deposit was reversed by **** stating my husband's name was not on the account at ****, which it isn't, because he banks elsewhere. However, he is listed as a beneficiary. We went to the **** location in ****** on *****************. We were told they could not honor the *** Refund check for the reason I listed above. I then requested the check back so we could go to my husband's bank, not a Credit Union, so we could deposit it there. They did not have it. I was told ****** services their ************ and only come once a week and that I should come back next Thursday to retrieve my *** Refund check. I called last Thursday to confirm the check was there for me to pick up, but was told by ***** in **************** the check would not be available until August *****, 2024.I received a letter in the mail from **** dated August 6, 2024 that my claim was resolved and that **** made No Error. However, **** has still NOT provided me the *** Refund check so I can deposit it elsewhere. I have banked with **** since 1990. I am not a new customer they don't know.The check was in the amount of $587.57. What should I do? I want the *** Refund check they have in their possession or have lost. If lost, I want the money refunded to me.

  Customer response

  08/20/2024

  My complaint was resolved with Credit Union of Texas. The Region Retail Sales Manager by the name of ***************************** phoned and emailed me. He was able to have the *** Refund Check reprocessed and made the funds available to me in my account.

  I want to thank the Better Business Bureau for your assistance.  I honestly don't think it would or could have been resolved as timely had it not been for your intervention.

  With kindest regards and heartfelt gratefulness,

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

  Business response

  08/21/2024

  Please accept this response to the complaint made by **************** against the Credit Union of Texas regarding stating her account was charged overdraft fees and requesting that the fees be reversed.

  On August 1, 2024, **************** deposited an *** Refund check in the amount of $587.57 using the Drive-Thru ATM/ ITM at the Desoto branch.  On August 2, 2024,the deposit was reversed by the Credit Union of Texas stating my ******************** husband (endorser of check deposited) was not on the account and could not honor the *** Refund check for this reason.  The member requested the check back so that she could go to her husband's bank to deposit the check. The Credit Union of Texas did not have the check in its possession.  It was conveyed to the member that ****** services their ***************** and only visit once a week, which the check would not be available until the date range of August *****, 2024.  **************** received a letter in the mail from the Credit Union of Texas dated August 6, 2024, that the claim was resolved and that no error was made on behalf of the organization. However, the member was not provided the *** Refund check to deposit at another financial institution.

  After further investigation, the Regional Manager connected with the Credit Union of Texas **************** to see if the check could be redeposited per the Regional Manager's approval even though there was still a delay for the check to be mailed to the Credit Union of Texas from ******, which was projecting a 30-day arrival time.  The **************** was able to redeposit the funds in the checking account and made the funds available immediately. Regional Manager placed detailed notes in the membership regarding the approval of the immediate credit of the $587.57 check and left two voicemails to the member regarding the redepositing of the check that the funds were made available immediately.  In addition, the Regional Manager sent a detailed email on August 19, 2024, sharing the same message referenced in the voicemails. **************** responded verifying that the funds were visible in her checking account and was grateful the matter was resolved.

  Credit Union of Texas strives to always provide the utmost level of service to all of our members. Should you have any questions regarding this situation or resolution, please feel free to contact us.

  Customer response

  08/21/2024

  I have reviewed the business response and accept this resolution. 

  I alerted BBB of this outcome yesterday. I also thanked ****************** for his timely response. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an interaction with a woman named Heeralat least, that's how I think her name is spelledand it was utterly disappointing. Not only was she unhelpful, but she also provided me with misleading information that only added to my frustrations. If this credit union truly claims to be dedicated to helping the community, then there should be programs or financial resources specifically designed to support individuals like memothers striving to create a better life for their children. Everyone deserves a fair chance, yet based on my experience since Ive joined, I have been treated as if I am invisible, while others who are more transparent in color seem to receive preferential treatment. This is not only disheartening but also deeply unfair.Looking at the composition of the banking industry, its evident that diversity is lacking, particularly in leadership roles. Its disheartening to see how anyone can get approved for loans or credit if they simply sit down with the right person, while many of us face systemic barriers. It feels as if the deck is stacked against us. The worker, Ms. ******* showed little interest or initiative in helping me. She warned me that running my credit could lead to a denial and a significant drop in my credit score, but how could she make that determination without having a proper conversation with me about my financial situation? How did she know my credit score was unfavorable if she never took the time to review it with me?As a result of the discrimination I have experienced, I am now considering legal action. I will be seeking out a lawyer to discuss how my rights have been violatedparticularly in relation to the Equal Credit Opportunity Act. According to this law, during the application process or when making a credit decision, a creditor can not discourage me from applying for credit or to reject my application based on any of these discriminatory criteria. She failed to run my credit but instantly said uw would deny me!

  Business response

  08/21/2024

  Please accept this response to the complaint made by Ms. ******* ********* against the Credit Union of Texas regarding the member experience at the Frisco branch.
  
  ************ visited the ****** branch and opened her account on July 16, 2024.  During her visit, Ms. ********* wanted to apply for a personal loan.  However, her credit was not at the minimum requirement to proceed. When the branch team member explained all of the lending options available, the member agreed to proceed and wanted to apply for an On The Spot loan.  Due to her account being in new status, she was unable to do proceed with the loan. ************ understood that a hard pull on her credit would be required and she did not want the branch team member to proceed due to her credit score being low.  Ms. ********* wanted the Credit Union of Texas to overlook her credit score as well as her new account status, and asked for an override so she could apply.
  
  The branch team member discussed with Ms. ********* regarding a cash-out refinance on her car, but she said she had already put the car title up to get a loan somewhere else. The member also wanted to use the privilege pay option and take out the $800.00 tolerance amount.  However,her account was in new status and could not be executed based on the Credit Union of Texas protocols and policies.  The member signed up for direct deposit through her employer, but the deposit was not in her account at that time and requested the branch team member give her an advance on the deposit.  When conveyed that this could not be performed, Ms. ********* proceeded to make discriminatoryremarks about the Credit Union of Texas and that it was clear the organization did not want to help people that were struggling.
  
  After a careful and detailed review of the interaction by the Branch Manager,it was determined that there was no evidence to support the claim of discrimination. The Credit Union of Texas team members are required to go through annual trainings pertaining to customer service and resolution.  Through this training, team members are expected to treat all members equally, regardless of race and decisions are based on member accounts, account history and compliance regulations for personal memberships.  Issues that are escalated are taken seriously by leadership and addressed immediately based on the Credit Union of Texas protocols.  The branch team member followed all standard procedures and policies along with displaying a professional demeanor throughout the interaction. 
  
  Credit Union of Texas strives to always provide the utmost level of service to all of our members. Should you have any questions regarding this situation or resolution, please feel free to contact us.

  Customer response

  08/21/2024

  I am rejecting this response because:   
  

  this information is false. Everything that was stated was not said accurately. Especially The credit and the Title loan. Yall really just came up with a whole lot of lies to try to validate what really happened. You can not say my credit score was low cause it was never checked. I simply stated I didnt want a hard inquiry AFTER SHE TOLD ME I WOULD GET DENIED BY THE UNDERWRITING ***** why would I let them run it if shes telling me they are going to deny it without even knowing my score? Whoever replied back with this is wrong and havent spoken to me to even get the facts. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ive been illegally charged 10 times for withdraw overdraft fees, and only refunded for 3. They refuse to give me my money back for when theyre taking overdraft charges out before they even post on my bank script. they have taken 10 overdraft charges out of my account illegally before the payment was even posted on my account. And put me into withdraw even though my account would have never gone into overdraft So they have taken 350 dollars from me and Ive only received 105 dollars back, my back account is still in overdraft fees and management refuses to give me the other 245

  Business response

  08/06/2024

  Please see attached response letter. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened a second checking account with the **********************. I was given a new debit card for the new account. ********************* put the new debit card on the old account. The old account was at zero balance and occurred over $900 of overdraft fees because the debit card that I was using was not added to the correct account. I have receipts that lists the new debit cards number which proves that it was tied to the wrong account. I have attached a gas receipt that lists the new debit cards last 4 digits to prove that it was put on the wrong account.

  Business response

  08/07/2024

  Please accept this response to the complaint made by Ms. ***************************** against the Credit Union of Texas regarding her new debit card for a second checking account opened was applied to an old checking account and overdraft fees occurred.
  
  Ms. ***************************** visited the Frisco branch on Wednesday, July 24th to open a second checking account.  When the branch representative opened her checking account, a debit card was issued as well.  The branch representative did not notice that the debit card was linked to her first checking account, therefore, causing the NSF/Privilege Pay fees. 

  
  The Branch Manager contacted the member and conveyed that all fees were waived due to an oversight at the Frisco branch.  ***************** was happy that all fees were waived due to the error.  In addition, the Branch Manager left a message for the member to call back to explain that the transactions that took place are still the responsibility of the member.

  
  Credit Union of Texas strives to always provide the utmost level of service to all of our members. Should you have any questions regarding this situation or resolution,please feel free to contact us.

  Customer response

  08/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Identity, theft and fraud was committed by a man that does frequent business with this entity, and because of this, they refused to cooperate with me and repossess the vehicle that was financed in my name so the major crimes unit of the Fort *********************** had to actually get a warrant because this company would not comply with doing the right thing And now there is a full investigation, the *** because this is A very dishonest business and they allow for people to have their identity stolen and they do nothing about it. The branch manager is absolutely pathetic. I have spoken with **** in the fraud department multiple times and he is worthless. I think they both are in on many of the crimes at this credit union commits

  Business response

  07/16/2024

  Please accept this response to the above-referenced BBB complaint regardingSuzanne *************************.
  
  Our review of ****************** account and related fraud claim confirms that **************** participated in the loan application. **************** reached out on 10/31/2023 regarding a claim of Identity Theft stating the auto loan was fraudulent. The contact number for ******* was ************. As part of our investigation, we reviewed calls from our records using the phone number provided ************.
  
  All communication to date has taken place via the phone number and email provided (************/ ****************** Our investigation is complete, and we have determined that ************** was a willing participant in the loan application and had access to the inbox where the loan documents were sent to.
  
  We have also reviewed and determined there is no merit to Ms. ****** allegations of misconduct by the employees mentioned. If we can be any further assistance in this matter or if you need additional information,please do not hesitate to contact us at ************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I disputed the ccount with the credit reporting agencies, Experian, Trausnion, and Equifax to have the negative reporting and account blocked on my ********************** file, due to the fact the account is not mine and I did not process the application to have this account opened. I have received notification from both Experian and Equifax that the account was in fact verifiefd, but never received validation from either. Per Credit Union of Texas I was requested to file a formal dispute with each agency. As of today I have still not heard anything from Transujion and this was sent to them by mail on 1/5/24.

  Business response

  06/28/2024

  Complaint ID ******** Dayshell Bridges

  
  Thank you for allowing Credit Union of Texas (CUTX) to respond to the above referenced complaint and request to remove the credit reporting of a credit card issued to ****************** by Credit Union of Texas.

  
  The credit card account was opened on July 31, 2021 and the last payment received was on August 4, 2023. The account charged off on February 16, 2024 in the amount of $4639.75 and that balance remains outstanding today. 

  
  ****************** contends that the credit card account is not hers and that she was the victim of identity theft.  However, after a review of the credit card application (attached) and the credit card servicing and collection activity since opening, there is no evidence of fraud. 

  
  At the time of approval of the credit card, a Credit Union representative spoke with ******************, advised of the approval and confirmed her identity.  The credit card application was sent to the same e-mail address for electronic signature as the address used for loan documents on September 1, 2022, and this loan was not disputed.  We have attached a copy of the loan documents for your review.   In addition, on many occasions during the life of the credit card, Credit Union personnel had conversations with ****************** regarding both her loan and credit card account.  At no time during those conversations was the credit card account disputed.  As recently as May 9, 2024, a discussion took place about the remaining credit card balance.  Fraud or identify theft was not mentioned. 

  
  We attempted to reach ****************** by telephone a number of times to discuss the dispute, but at the time of this writing, we have been unsuccessful in contacting her. 

  
  At this time, Credit Union of Texas considers the credit card debt to be valid.  However, if ***************** would like to discuss the account and provide additional evidence or information indicating fraud, we would welcome that conversation. 

  
  Regards,
  
  Credit Union of Texas

*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. ↩