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Business ProfileforAlliance Credit Union
Credit Union
Additional business information
Additional Info:
formerly known as TEXAS HERITAGE CREDIT UNION In the Spring 2002, Texas Plains Federal Credit Union merged with LUBBOCK FEDERAL CREDIT UNION and company was renamed ALLIANCE FEDERAL CREDIT UNION.
At-a-glance
Customer Complaints
4 complaints closed in last 3 years
3 complaints closed in last 12 months
Customer Reviews are not used in the calculation of BBB Rating
Related Categories
Products & Services
Business Details
This is a multi-location business.
- Location of This Business
- 6219 Spur 327, Lubbock, TX 79424-2747
- BBB File Opened:
- 6/30/1994
- Years in Business:
- 84
- Business Started:
- 6/28/1940
- Business Started Locally:
- 9/1/1950
- Business Incorporated:
- 9/1/1950
- Accredited Since:
- 9/23/2015
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Corporation
- Alternate Business Name
- Alliance Federal Credit Union
- Business Management
- Ms. Brittany McIntire, Director of Human Resources
- Mr. Matt Grannan, CEO
- Mr. Jonathan Brunson, Executive Vice President
- Ms. Shannon Dunlap, Business Relations Director
- Ms. Malee Brown, Vice President of Marketing
- Ms. BayLee Sheffield, Executive Administrative Assistant
- Ms. Amber Cook, COO
- Contact Information
Principal
- Mr. Matt Grannan, CEO
- Mr. Jonathan Brunson, Executive Vice President
- Ms. Shannon Dunlap, Business Relations Director
Customer Contact
- Ms. Brittany McIntire, Director of Human Resources
- Mr. Matt Grannan, CEO
- Mr. Jonathan Brunson, Executive Vice President
- Ms. Shannon Dunlap, Business Relations Director
- Ms. Malee Brown, Vice President of Marketing
- Ms. BayLee Sheffield, Executive Administrative Assistant
- Ms. Amber Cook, COO
- Additional Contact Information
Fax Numbers
- (806) 776-0999Primary Fax
- (806) 776-0999
Customer Complaints
4 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
05/20/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On Feb 5, 2024, I was scammed for $3,400. I thought I was talking to Etsy support, but I found out they were not them. They told me I had a bunch of charges on my account and thanks to my disability, Autism Spectrum Disorder, I feel for everything they said. They told me to download a crypto thing called MyEatherWallet. They told me that they were going to 'buy' crypto that was then going to fall off my account. On the first charge I got called by my debit company and despite the scammer's claims of not being able to hear anything, I said they were bombarding me with texts about what I was saying to the company. Flustered I okayed only the first charge. However, they told me that no money would ever leave my account, which was a lie. I immediately deactivated the debit card they got the info off and put a credit freeze on my account. Before being pulled out of my account, I asked if the charges could be canceled, and they told me no since it was a debit charge. When the money was pulled from my account on Feb 8, I filed a contest against the charge. An investigation was not opened until 15 days after signing the contest, on Feb 23, 2024. They told me it could take 45 days to hear anything and that they would keep in touch. Sadly, that did not happen. Throughout the 45 days I tried to call my case worker, but would either not get her or someone else. I left messages to the case worker but would rarely get a callback. It was not until April 4th or 5th that I finally got to talk to my worker. Once finally able to talk to her she said my case had already been closed and that the debit company was not going to give me the money back. I had to **** them down to find out any answers. I asked if there was anything the bank could do, which I was later told was nothing after having to **** them down again. After being told no by the bank I asked a lawyer if he could talk to Alliance, and as far as I know, they still have yet to get back to him after almost three weeks.
Read MoreCustomer Reviews
2 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Allison A
1 star
03/30/2022
I recently did a voluntary repo on 3/11/22. I drove the vehicle to the 34th branch, signed a voluntary surrender form and handed the keys over. No further discussion happened. I have been in contact with Alliance collections department. In the agreement I was told that I would be notified of the vehicle being sold and that did not happen. I also was charged fees after I signed over the vehicle. The vehicle sold for 27K on 3/23/22. I should have been left with a balance of $4,461.37. When I logged in to my account, that is when I noticed the vehicle was sold. I also noticed that my balance was $6,406.85. When I clicked on my remaining balance account it showed that I was billed to the remaining balance of the auto loan for $1,945.48. The charges include repairs for $1,392.54 on 3/15/22, fuel for $20 on 3/16/22 and repo repairs for $532.94 totaling the $1,945.48. I was not notified of the charges and per the initial contract along with the voluntary surrender agreement I do not show that I am responsible or liable for any repairs for fuel after signing the vehicle over. This is outrageous and could possible fall under a fraudulent act. Especially when the customer had no agreement to the charges along with not being contacted at all to discuss these charges and the selling of the vehicle. I am willing to pay and settle my remaining auto loan amount of $4,461.37 not including the charges that I was unaware of. I was a great and faithful customer to this company.
Alliance Credit Union Response
04/01/2022
Member failed to meet the terms of the signed contract with Alliance Credit Union, by voluntarily surrendering auto and not paying for the obligated amount stated on the contract.
Additionally, once a vehicle is repossessed, whether it is voluntary or involuntary, the vehicle is now considered to be in the possession of Alliance. It is then the responsibility of Alliance to make the vehicle sale ready and try to limit any loss to the credit union and to recover as much as possible for the previous owner of the vehicle. Without these repairs that were made the value depreciates tremendously, and a larger balance would be owed due to a lower sale price.
This process is stated in the signed security agreement on page 4 under the header "WHAT HAPPENS IF YOU ARE IN DEFAULT." This paragraph of the signed agreement states that the "costs may include the cost of storing the property, preparing it for sale, and attorney fees" (and) will be added to the to the unpaid balance of the loan and to what is owed under the security agreement. Alliance paid to have the vehicle sale ready to try and relieve as much loss as possible. After running the value of the vehicle, we found that without doing the repairs the value of the vehicle would have been $21,000 if sent to auction. The loss at that point would have been quite substantial. After getting the vehicle repaired, we were able to sell the vehicle for full retail price of $27,000. Alliance also uses reputable repair facilities for any necessary repairs and keeps records of all repairs that are completed. Due to the necessary repairs that were made to the vehicle, the member is responsible for $6,400 instead of around the $10,000 if the repairs had not been done.
Additionally, once a vehicle is repossessed, whether it is voluntary or involuntary, the vehicle is now considered to be in the possession of Alliance. It is then the responsibility of Alliance to make the vehicle sale ready and try to limit any loss to the credit union and to recover as much as possible for the previous owner of the vehicle. Without these repairs that were made the value depreciates tremendously, and a larger balance would be owed due to a lower sale price.
This process is stated in the signed security agreement on page 4 under the header "WHAT HAPPENS IF YOU ARE IN DEFAULT." This paragraph of the signed agreement states that the "costs may include the cost of storing the property, preparing it for sale, and attorney fees" (and) will be added to the to the unpaid balance of the loan and to what is owed under the security agreement. Alliance paid to have the vehicle sale ready to try and relieve as much loss as possible. After running the value of the vehicle, we found that without doing the repairs the value of the vehicle would have been $21,000 if sent to auction. The loss at that point would have been quite substantial. After getting the vehicle repaired, we were able to sell the vehicle for full retail price of $27,000. Alliance also uses reputable repair facilities for any necessary repairs and keeps records of all repairs that are completed. Due to the necessary repairs that were made to the vehicle, the member is responsible for $6,400 instead of around the $10,000 if the repairs had not been done.
Customer Response
04/04/2022
Alliance,
Thank you so much for pointing that out. I read over it and I never looked at it as your company helping me save money. I really appreciate your help and explanation of this issue. I greatly appreciate the dedication you had for me as a customer during the process of selling the vehicle.
Respectfully,
Allison
Thank you so much for pointing that out. I read over it and I never looked at it as your company helping me save money. I really appreciate your help and explanation of this issue. I greatly appreciate the dedication you had for me as a customer during the process of selling the vehicle.
Respectfully,
Allison
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