ComplaintsforEECU Credit Union

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied online to start a new account. I filled out all the paper work, paid the minimum deposit and received a phone call from a bank represented asking for a copy of my drivers license. He explained he would call back and to finish everything with the account within 24 hours. I sent the email with the document and received a confirmation email stating my information was received. The represent never called me back. A few days later I was sent another email with all of my banking information including bank ID and relevant information. I was having trouble accessing my account so I called and spoke with a different representative and she helped me work it out so I was able to log into my account. Another few days passed and I was again unable to log into my account. When I called I was told my account was closed but they could not tell me why. There was no explanation given after repeatedly asking what the problem was. To make matters worse I had switched my direct deposit as well as other things over to the new EECU account. Everything had to be rushed to switch it back to my old account which thankfully I had no closed yet. And to add insult they still send me spam emails for the account.

  

  Business response

  11/18/2022

  ************** - We would like to thank you for letting us know about your concern.  We have looked into this matter and have determined that we need to do some additional coaching with our team.  Our team has attempted to reach out to you but has been unsuccessful.  Our direct contact information was left in the voice mail messages.  Please feel free to contact us any time.  Again, we thank you for raising this issue.  We sincerely apologize for any inconvenience.  We look forward to serving your financial needs and providing you with a Better Way of Banking.  

  Customer response

  11/18/2022

  Complaint: 18395261
  
  I am rejecting this response because:

  I returned the call to ******** 3 times. I left a message with a call back number. I have been unable to speak with anyone. To make matters worse I recieved a debit card in the mail today so I am unsure if I have an open account or not. I'm still waiting for a return phone call to resolve the issue.
  
  Regards,
  
  *************************

  

  Business response

  11/21/2022

  Thank you for your follow-up.  It is our understanding that EECU's Digital Branch Manager has been in touch with you and has addressed your concerns.  We're happy to see that this matter has been resolved.  Please feel free to call our Digital Branch Manager if you have any questions.  Thank you for your membership in EECU.  

  Customer response

  11/21/2022

  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

  11/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My bank falsely verified a cashier's check resulting in funds being transferred out of our business account before they realized it was a fraudulent check. Now they insist on billing us negative balance every month and refuse to return our funds.

  

  Business response

  11/14/2022

  **************** We are very empathetic to your situation.  However, as we stated in a few different written communications, account owners are responsible for the losses associated with a fraudulent check.  We are thankful that our **************** was able to respond quickly and minimize the potential losses by working with the other financial institution involved in this matter and law enforcement.  If we can be of further assistance in this matter, please contact EECUs General Counsel at the contact information previously provided. Thank you.

  Customer response

  11/14/2022

  Complaint: 18339065
  
  I am rejecting this response because: your contract is void against public policy.  I want you to prove you are a reputable institution and not just people looking to mess with their consumers.  I never even received a copy of the contract.  If you do not come up with a more appropriate response, we will be donating the money to a charitable cause to prove we, unlike you, care about our community.  The fact that the *** will not even be bothered to discuss this issue speaks volumes about how low the character of your *** and your bank employees is.  If you want the money back,  you need to prove you deserve it more than a charitable cause does and promise you will not let this happen to any consumers in the future.  Until you provide a thoughtful response that does not relate tot he void contract that was never given to us, your responses will remain rejected.  Any further response related to the contract will be considered an acceptance of our terms and we will no longer have anything further to discuss.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a vehicle from *************** ****** last year and EECU purchased the loan. My car was totaled in a traumatic event that occured this past Summer. My insurance reached out to EECU for the exact payoff amount and I thought the fact was settled. I found out today that EECU owed me $900 for a refund of the gap insurance. Rather than settling the debt with me they placed the balance in a savings account in their own bank. It took me 3 days to even get access to the account they claim I am the owner of, and when I accessed this account there was no way available to withdraw the funds. The physical location of the bank is physically inaccessible to me. I called customer service to close the account and they refused without a written letter being sent to them for closure. I expect this to be the first of many hoops in what I consider a borderline criminal act in taking possession of money they owe me.

  

  Business response

  10/24/2022

  ****************** - It is our understanding that this matter has been resolved to the mutual satisfaction of both parties.  Thank you for bringing this concern to our attention.  We look forward to working with you in the future and thank you for your membership in EECU.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Excuse reporting false information on credit reports..information is over 7 years old.

  

  Business response

  10/04/2022

  ****************** Thank you for notifying us of your concerns.  We take every concern seriously and always strive to provide a Better Way of Banking.  Because this is a public forum, we are unable to go into any detail about your loans.  We believe that our credit reporting is accurate and that we have complied with all applicable laws and regulations.  If you have any loan information that you would like to share, please feel free to send it to EECU, ***************************************************************************; Attn:  Legal/General Counsel.  Thank you. 

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello o have been a member of this bank for year and never have I had a major issue . I currently checked that my account was charged THIRTY FIVE TIMES for courtesy pay fees that I was not aware that was being charged to my account. Ive never had a negative balance! Ive always had numerous amounts of deposits into my account and for something like this to be allowed to continue is absurd to me! A courtesy call, text, or email would have been great to alert me of such unusual activity. Its been numerous amounts of times Ive been contacted for transactions that was out of the norm that I had to confirm prior to releasing the funds and to not be notified in any type of way just raises questions to me when it comes to the motives of this establishment. If you look at my banking his this is COMPLETELY not normal banking activity. I was charged $1,190 in fees which was more than the actual amounts that had to be covered. I have other accounts with this company that I could have easily initiated a transfer of funds to satisfy the negative balance. But to allow this to continue for over a 2 weeks time frame I would think as a business it would alert the consumer that this is happening and send some form of communication or just completely stop allowing transactions to post! But since EECU is benefiting from the fees I guess there is no reason to send a courtesy call..

  

  Business response

  09/08/2022

  ********************** Thank you for bringing this matter to our attention.  Also, thanks for taking the time to visit with EECUs Assistant Vice President of our branch operations.  We think the conversation was very productive and we are glad the parties could reach an amicable resolution to your concerns.  Please do not forget to set your account alerts.  Also, EECUs Mobile Banking application can be downloaded via Apples App Store and ************** Play.  Again, thanks for bringing this matter to our attention.  We look forward to serving your financial needs by providing a Better Way of Banking.

  Customer response

  09/08/2022

  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

  06/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have had a car loan with EECU and have had insurance with **************** Three months ago we changed insurance to Progressive. EECU didnt do their due diligence to research that insurance was changed and they illegally purchased and added an insurance company to our current auto loan. By law EECU cant do this, they changed our car payment to include insurance by $140, and they had the audacity to send payment coupons stating our new loan had changed which includes insurance. We didnt sign a new contract nor did they send a new Truth in Lending Act document to state the new changes. This practice is frowned upon by the CFPB.I am extremely disappointed and disgusted by this company

  

  Business response

  06/17/2022

  ****************** Thank you for notifying us of your concern.  Rest assured we have not violated any law or regulation and only have our members best interests in mind.  As a financial cooperative, we have a duty to all of our members to ensure that any collateral securing the repayment of a loan is protected from loss.  As you point out, you switched insurance providers from Geico to Progressive.  Under the terms of the Motor Vehicle Installment Contract, you were required to notify us of the change and confirm coverage.  We attempted to contact you by mail on several occasions (May 4, 2022, May 18, 2022, and June 8, 2022) to remind you of that contractual obligation. Because we did not hear from you, we were forced to protect the collateral securing the loan and acquired insurance on the vehicle.  We have been advised that you have filed a complaint with our regulator, the ***** Credit Union Department.  Because this is a public forum, we are limited on the amount of information we can provide you.  However, in our response to the ***** Credit Union Department, we will provide you with more details and enclose the Motor Vehicle Installment Contract and the notices referenced above.  Because we have been able to verify the insurance coverage, and EECU has been added to the policy as the lienholder, you will be receiving a $140 refund.  Your monthly payment will be adjusted accordingly.   Again, thank you for notifying us of your concern. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Feb 14, 2022 We tried to get a payout on my Car Loan. They refused to give me one stating they couldnt because of a late fee. We tried to refinance my car to lower bills as I battle *************** issues. On unemployment they said NO, I have to be employed. My card was behind, I been trying to keep up with the payments of the car, get caught up. I have ******************** through them but it stopped late last year. I was told by EECU in order for me to be able to refinance my car I had to have both my Credit card and My Car Payments Current $1100.00. I said OK I will get it caught up then go from there.Told them I would pay $100 the week of 3/25/22 but ended up getting surgery in the hospital which stopped communication. On 4/5/2022 I called EECU Specialist ******* whom was a supervisor which makes this that much more of a Violation of Trust accepted my payments, I paid 2 Months on my car, $321 on my Card. I asked her everything is good now and current, correct? She said yes, but I was informed They do not refinance their Own Loans, that my daughter would have to apply by herself and my name cant be on it unless a co-signer was needed. They Strung me along simply to collect all their money. Today 4/8/2022 I went to buy groceries had my EECU card I tried to use it and it was declined. Unknowingly EECU Closed my Card accounts and today threatened to Keep the Title of my car etc, if they didnt receive payments on the ***** No One Communicated my account closed only that they were trying to prove they were doing their jobs in collecting money. They let the account go so far ahead it looked bad so they strung me along to make a payment and shut the door behind me as soon as I entered n left. Shady/Deceptive Business Practices all the way around. I gave her the option to try and fix it and reopen my account: she refused saying I have to pay it all the way off, they would keep title to my car etc. Told her Im not paying more until I file a Federal Complaint.

  

  Business response

  04/11/2022

  ************ Thank you for bringing this matter to our attention and for visiting with our Account Resolutions Manager today.  Based on the conversation and the options presented to you, we believe that this matter has been resolved amicably. Again, thank you for your time and for bringing this matter to our attention. We greatly appreciate your membership in EECU. 

  Customer response

  04/12/2022

  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. They did an excellent job promptly evaluating the miscommunication and misunderstanding, its why I have remained with them for years. I'm grateful they took the time to understand my situation creating a solution to remedy the problem that was created. It has been fixed!
  

  Job Well Done! Thank you!
  
  Regards,
  
  *****************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We closed our dad Eecu account when he passed away but Eecu is still letting Merchants charge my dads account now its overdrawn over 12k and I think it some fraudulent activity on the account and there telling me that I'm Liable for it and they aren't giving me access to the account for me to view it

  

  Business response

  04/01/2022

  ************ Since this is public forum, we are unable to go into detail about confidential financial matters.  We do, however, believe that its fair and accurate to state that we have an open line of communication with you and that we continue to work with you to resolve this matter amicably.   Its our understanding that documents have been provided to you so that you can work directly with the merchant who charged your account.  The subject checking account, in which you are a joint owner, remains open. The parties responsibilities and obligations are accurately reflected in the depository account agreement.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive banked with EECU for the last 6 years. Im strongly considering closing my account here. My card has been used for Amazon Prime accounts that I do not have. Amazon prime told me to contact my financial institutions, however EECU only refunded for 1 of the charges when theyre the ones that brought it to my attention it was a total of 6 charges when I went into the branch and spoke to ***** because I could never get a call back in regards of this matter. Just to receive a letter from the fraud department stating they could not refund me for the prior months due to it being pass 60 days. ***** never mentioned a time-frame. I was told **** business days Id see the refund and never have. From July 2021-December 2021 I was only refunded for December of 2021. I was unaware of the money being taken from my account and Amazon cannot release any information to me due to it being fraud. Id like to see my money back in my account as promised per ***** at the Little Road branch.

  

  Business response

  02/22/2022

  Thank you for bringing this matter to our attention.  We appreciate your patience while we worked with the various parties involved in the questionable transactions.  We have great news!  We have been able to work with Amazon and the card processors and we will be able to refund the full amount of the questionable transactions.  At EECU our goal is to provide a Better Way of Banking and to be our members trusted financial advisors.  Please guard your debit card closely and report any suspicious activity timely.  While we were successful in working with the various parties involved in the transactions, next time we may not be so fortunate.  Again, thank you for your patience and for your membership in EECU. 

  Customer response

  02/22/2022

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

*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. ↩