ComplaintsforAlliance Credit Union

• Initial Complaint

  08/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Been dealing with this bank for years now. Everything is always great in branch but when it comes time to deal with their customer service on the phone things get dirty. My issue i have AGAIN is in regards to a payment that was not made because an error on their staff on July 27th i called in because i thought i had missed my payment on a mortgage i have with them when i spoke to the lady she stated that there was no past balance due that i was caught up with all 3 accounts i have with them. I said great and went on about my business today August 16th i get a call from a girl named **** which iWars rude i told her what had happen and she basically said well to bad i don't see anything so are you ready to make the payment at this point i was already upset because this is not the first or second time this happens to where one of their employees doesn't notate the account or messes something up i proceed to ask her to speak to a manager she sated that there was no one available i stated that dealing with this bank for so long i know there is someone always available. she still refused so i asked her that i need it *********************** and *** ****** to contact me to express my concern and take care of this payment she had an attitude and continue to be condescending. Now am demanding thar Alliance takes that payment date due and pushes it out due to the fact that this is the 3rd time they have this miss comunication. Everytime they are causing me emotional stress and i am a person that has a disability and they seem not to care and make it worse.

  Business response

  09/06/2024

  Please see the attached response.

   

  Thank you,

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

• Initial Complaint

  08/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a credit card with ****************** Credit Union for over 25 yrs. Never paid bill late. Alliance credit union bought them and took over billing. Since this happened I have never received a bill. I called them asking about it 3 months ago. They had my address correct except the state was wrong. They had **, but I live in AL. They said they fixed it and will send me a bill for my $76 balance. This has been going on for 3 months. I've called 3 times and even tried to pay over phone by card, they said can't process card payment to pay for card bill. They have notes off all my calls to attempt to get them to mail me a bill so I can pay this. Now I get a call on 8/9/24 with the threat of turning it over to charge off/collections and now it's over $100 with late fees. Meanwhile I have still not received a bill. They said they just now got my address to verify in their system to generate a bill? I've lived at my address for 5yrs and never had issue getting a bill with my address until Alliance. She said she would send bill, but can't keep from collections and didn't say she would remove late fees. All I want is a bill to pay this charge from this company who bought out my credit union who I have never done business with before and the later charges removed. When this started 3 months or so , they said the billing was taking time to convert over from old business they bought to them. Later I find they never had my address state correct.

  Customer response

  08/13/2024

  Today I received an alert from the credit bureau that this has been reported to them as a late payment.  Even though Alliance credit union has a record of me never receiving a bill.  Still haven't.  And calls made to them noted about not getting bill and they had address wrong.

  Customer response

  08/23/2024

  Company could never and still hasn't mailed me a bill. I went ahead and paid the bill anyway by phone though still never received. Meanwhile they reported it as a late pay on my credit. Refused to remove from credit. They were mailing to wrong state and couldn't figure out how to fix it. Hard to believe. Still never got bill after 3 times told me was in mail.

  
  

  Business response

  08/28/2024

  Good afternoon,

  Please see the attached response. I apologize for the delayed response; however, I never received the first notice. Please let me know if you have any questions or need additional information.

  Thank you,

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

  Customer response

  08/28/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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.

  Business response

  05/28/2024

  Please see the attached response. If you have any questions, please feel free to reach out to me directly at ************ or ************************************.

   

  Thank you,

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

  Customer response

  05/29/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in October of 2023, I called the bank to see if my Social Security check had come in. I was told to go to the bank. When I got there, I was told that my account was frozen because there was fraud on the account. The banker showed me a check with my name on it. I was not aware of the check, but the banker kept telling me that because the check had my name on it, that I was liable for it. I never received a check. I called the police, and I was told that they could not help me because there was no fraud on my behalf, and that if there was any fraud, it was against the bank. I was told by the banker that they could get a loan so that I could pay them back. I didnt understand why the banker also told me that it was my word against hers and that I had to pay the bank back. I have never committed fraud, but the banker told me that I dont have to pay for something I never did. This is causing a hardship for me because the only money that I get comes from Social Security. I live on a very tight budget. I hope that you can help me .I spoke with ********************************* when all of this happened, and was told that I had to talk to ********************* concerning the loan. The loan number is 235393-035., and was opened on November 3, 3023.I feel that Im being discriminated against by the bank because of my age, and also, that they have committed fraud against me, because I was forced to take out a loan to repay them. I was forced to take the loan that I didn't want.

  Business response

  02/22/2024

  Please see the attached response.

  Thank you,

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

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My debit card was misplaced by me at my home. Some searching had been done, but not extensively. I was considering getting a new one, but had not decided to take this action until further looking. As I had this card logged into a few places where I still needed to use it, I called to find out some details regarding if I was to have a new one sent. [Transportation is very difficult for me, and rarely possible with no card.] After calling to obtain details of replacement I decided to wait and NOT have another card sent, nor make ANY action with the card. This was very clearly and repeatedly stated to the clerk. Later I went to schedule transportation [with Citibus] and they said my card was declining. It was certain & rechecked that I did have the funds readily available in my account. Upon calling the bank I was informed they marked my card as "Lost" AGAINST my wishes, stating it was done by a supervisor. No supervisor was ever spoken to by me. Some time later I did find the card in a drawer where I placed it out of the usual location. Again I called the bank informing them I found the card and wanted it unblocked. This clerk told me they could not do that. I said they should then send me a new one without cost, as they went against my wishes as owner of the card- this was refused by the clerk. No supervisor was ever contacted during either call. No help was given for the situation. I have banked with Alliance for many years. Never have I had such bad (and in my opinion appalling) service or trouble previously. They did convince the majority of their members to vote out being Federally regulated/funded. Now it seems possible some of their practices and abilities can have a scrupulous nature.

  Customer response

  12/19/2023

  ************************;

  Business response

  01/03/2024

  Better Business Bureau
  ***************************************************************
  
  
  January 3, 2024
  
  
  Complaint ID: ********
  *********************** called into our contact center on 9/13/2023 and stated that she had lost or misplaced her debit card. The ALLIANCE employee explained the need to block the card as this is a standard step that we follow when a card is reported lost. The member is required to maintain possession of the card at all times. They must report the card lost or stolen if they cannot locate the device. If we did not follow our protocol and block the card, *********** would be liable for any fraud that occurred on her account. After meeting with the card administrator, the decision to block the card to protect the members account funds was made as they determined there was a significant risk of loss. The ALLIANCE employee blocked the card at that time again confirming with the member that the location of the card was unknown. The member reached out to the contact center on 10/13/2023 asking to remove the block on the card as she was able to locate the card. While the ALLIANCE employee attempted to accommodate her request, the **** system did not allow the employee to remove the block.
  
  As a resolution, we can waive the replacement card fee and order a new card for ************.

  Customer response

  01/12/2024

  First, I will say I am mostly satisfied with the businesses [Alliance's] resolution of waiving the fee and replacing my card.  
  
  That said, I do want to address with the BBB the statements made in Alliance's response were lacking the full truth of the occurrences of the situation.
  
  This includes but is not limited to the last remarks that any employee tried to lift the block on my card.  Not only was the block ever requested nor suggested or permitted by me, and no person ever told me they would put the block on my card; but the block that was put on it was never lifted or removed at any time for any use of my card.  This request was always refused.  
  Even upon further asking them myself [about removing the block or replacing the card], the notes they read out to me from their system were false as to why they would not lift the block nor replace my card without a fee.  
  
  Again, mostly I am satisfied with the resolution set forth of replacing my card without a fee.  
  However, I do want the BBB to be aware of the falseness presented by Alliance in the details of occurrences.  It is believed that the BBB should be aware of this negligence in any further promotion of Alliance Credit Union.  

   

  Customer response

  01/22/2024

  I have reviewed the business response and accept this resolution. 

  First, I will say I am mostly satisfied with the businesses [Alliance's] resolution of waiving the fee and replacing my card.  
  
  That said, I do want to address with the BBB the statements made in Alliance's response were lacking the full truth of the occurrences of the situation.
  
  This includes but is not limited to the last remarks that any employee tried to lift the block on my card.  Not only was the block ever requested nor suggested or permitted by me, and no person ever told me they would put the block on my card; but the block that was put on it was never lifted or removed at any time for any use of my card.  This request was always refused.  
  Even upon further asking them myself [about removing the block or replacing the card], the notes they read out to me from their system were false as to why they would not lift the block nor replace my card without a fee.  
  
  Again, mostly I am satisfied with the resolution set forth of replacing my card without a fee.  
  However, I do want the BBB to be aware of the falseness presented by Alliance in the details of occurrences.  It is believed that the BBB should be aware of this negligence in any further promotion of Alliance Credit Union.  

*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. ↩