ComplaintsforTexans Credit Union

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have attempted to close ALL my acounts. I called, and it could not be done over the phone. I asked for the information to close them. I was sent a form, after another phone call it was sent back. They closed one account not the other. I have been sent a new form and submitted it. It was rejected. I have redone it and had nothing happen. I want the account closed and the balance sent by check or prerably electronically sent to my preferred credit union.There have been multiple phone calls, and the forms get me no where on this account. I no longer live in ***** and the interest rate is terrible.

  Customer response

  07/24/2024

  Texans reached out and the account is now closed.  The remaining balance is being sent as a cashier's check via FedEx. 

  Business response

  07/30/2024

  Better Business Bureau
  Dispute Resolution Department
  *********************************************
  ***********************************
  
  Re: Complaint #******** filed by *****************************
  
  Thank you for the opportunity to respond. There are no records of ********************** contacting Texans Credit Union directly since early 2023.  At that time, Texans Credit Union staff misunderstood the request and only closed the checking account instead of both the savings and checking accounts.  Upon receiving the complaint through the Better Business Bureau, Texans Credit Union contacted ********************** on July 24, 2024.  Texans Credit Union has admitted the oversight from the initial request and has apologized for the inconvenience. The request to close the full account was processed and the funds we sent to ********************** that same day. Texans Credit Union considers this matter closed.
  
  Please let us know if we can be of further assistance.
  
  Regards,

  Texans Credit Union

  Customer response

  07/30/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a big issue with this credit union because is not been compliant with fcra regulation laws and is violating my rights with an existing auto loan when they add a a CPI insurance without my previous authorization and permission adding 4323$ to the total amount just because I change my insurance between august and february 2024 and I SENT THEM PROOF of all my previous insurance and they only gave me a refund of 2173$ with a remaining balance of 2150$ left After going to the creidt union and let them know about the issue again for 3rd time they never gave me any help and clean their hands giving me a number to call the insurance department which never gave me any help either.This is a violation of my consumer rights adding an internal CPI INSURANCE WITHOUT PREVIOUS PERMISSION FROM THE CUSTOMER WHEN IT WAS ALWAYS INSURANCE IN PLACE AND NEVER WAS DEFAULTED ON INSURANCE. BEFORE DECEMBER MY DEBT AMOUNT WAS 26,949$ AND THEN WHEN THE CREDIT UNION ADD THE INTERNAL CPI MY TOTAL AUTO LOAN INCREASED TO 31,272$ REFUND THIS 2150$ CPI REMAINING BALANCE FROM MY AUTO LOAN TOTAL AMOUNT NOW!!! BEFORE PROCEED WITH MY ATTORNEY FOR THIS FAULT FROM THE CREDIT UNION.FIX THIS SITUATION NOW! BEFORE PROCEEDING WITH LEGAL ACTIONS ON MY END.

  Business response

  07/08/2024

  Better Business Bureau
  Dispute Resolution Department
  *********************************************
  ***********************************
  
  Re: Complaint Case# ******** Complaint filed by *************************** D *****
  

  Texans Credit Union has reviewed the complaint filed by *************************** D *****. regarding the addition of *** ********************************* to his account.
  At ***********************************************, we take the protection of our members and their assets very seriously. *** insurance is a mechanism we use to safeguard both our members and the credit union itself against potential losses resulting from uninsured collateral. This insurance is typically added when a member's collateral, such as a vehicle, does not have adequate insurance coverage as required by their loan agreement.
  

  At the time of loan closing, ****************** D ***** signed an authorization acknowledging collision, comprehensive, and liability insurance were required,and that Texans may place insurance necessary to protect its interest in the collateral. Texans received notification that the insurance policy on the vehicle had expired. After multiple requests for insurance were sent to ****************** D *****, notice was sent to ****************** D ***** on November 9, 2023, stating that if he did not provide proof of insurance, Texans would purchase the insurance and add the premium to the loan. The notice of placement of insurance was mailed on December 7, 2023.
  

  In February 2024, ****************** d ***** provided evidence of liability coverage;however, collision and comprehensive coverage was not included. The lender placed coverage was adjusted and a partial refund was applied to the loan balance. If proof of full coverage, including collision and comprehensive, can be provided for that period of lapse in coverage, Texans will provide a full refund.

  If there are additional questions or concerns regarding the *** insurance being added to the account, we encourage ****************** D ***** to contact us directly.We are committed to resolving any issues promptly. As of July 3rd, several attempts have been made to reach ****************** D *****, however we have not been able to establish contact with him.

  Please let me know if we can be of further assistance. 

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a victim of identity theft and there was an account opened in my name with this bank in 2019. The account appeared on my Chexsystems and I had it disputed due to identity theft. I thought once chexsystems ruled in my favor I was good to go. Fast forward to 2024 I try to get a car loan for Texans CU and Im told theres a old account with a balance on it in my name and that it was never fully closed due to identity theft.

  Business response

  06/14/2024

  Better Business Bureau
  Dispute Resolution Department
  

  Re:  Complaint Case#********
  

  Texans Credit Union has reviewed the complaint filed by ****************** regarding the Identity theft and an old account still showing open with his name on it.
  

  The account that ****************** references in his complaint, has been reviewed completely and as a result has been closed and removed and will have no impact on ********************** record with Texans Credit Union moving forward.
  

  Texans Credit Union has been in contact with ****************** and account details and updates were discussed. Based on that conversation, Texans Credit Union considers this resolved.
  

  Please let us know if we can be of further assistance. 

  Regards,

  Texans Credit Union

  Customer response

  06/14/2024

  I am rejecting this response because:   
  

  
  they say in clear to Open an account but when I try Im rejected which contradicts their statement. My denial reasons are to me not sufficient to offer an account. I dont owe any banks on my Chexsystems so I dont know why Im being denied. 
  

   

  these were the reasons , but none of them seem that bad to be.

  TIME SINCE NON-DDA INQUIRY ACTIVITY UNIQUE FI DDA INQUIRY HISTORY
  NO EVIDENCE OF ASSET OWNERSHIP NON-DDA INQUIRY OR RETAIL ITEM HISTORY

  Business response

  06/17/2024

  Better Business Bureau
  Dispute Resolution Department
  
  Re:  Complaint Case#********
  
  Texans Credit Union has reviewed the rejection filed by ****************** regarding the recent denial of his account application.  ****************** submitted an application via our online account opening platform on June 10, 2024.  This application was automatically denied based on the ChexSystems score.  The score did not meet our standards for opening an account. The adverse action notice provided to ****************** appropriately listed the reasons for denial based on the ChexSystems report.
  
  ****************** visited one of our branch locations on Saturday, June 15, to talk to staff and re-apply for the account.  As a courtesy to ******************, Texans opened a savings and a checking account for him. ********************** considers this resolved.
  
  Please let us know if we can be of further assistance.
  
  Texans Credit Union

  Customer response

  06/17/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have had checking and savings accounts at Amplify Credit Union (formerly *** Credit Union) for nearly 50 years. Since moving to the ************ about 10 years ago I have used these accounts only occasionally. On 2-3-2023 I tried to log on to these accounts but was unable to. I called Amplify at ************ talked to Lariska ********. I was told both accounts had been placed in an Inactive status. I WAS NEVER NOTIFIED OF THIS BEING DONE, EITHER BY MAIL, EMAIL OR PHONE! Additionally, all the funds in these accounts had been exhausted by a $5.00 monthly inactive fee and a $3.00 paper statement fee. I HAVE NEVER RECEIVED A SINGLE PAPER STATEMENT FEE FROM AMPLIFY IN 10 YEARS!!Amplify has engaged in dishonest, deceitful and criminal business practices! Amplify placed my accounts inactive and seized my funds without ever notifying me! I NEVER received a SINGLE paper account statement from them in the past 10 years and NEVER received notice of my accounts being inactive. Amplify should pay me the balance of funds that was in both accounts prior to these accounts being placed in inactive status. All inactive fees and paper statement fees should be refunded. According to the statements emailed to me on 2-3-2023 there was a balance of ****** in my checking account on January 1, 2017 and $25.00 in my savings. These balances were being charged a $2.25 paper statement fee (I never received a single statement) and a $5 inactive fee. These balances were no doubt higher before they started applying these fees, but the statements sent to me went back no farther than 2017. I want Amplify to refund me the balance total of ****** for the 2 accounts, plus any additional fees they applied to these accounts prior to 2017. Additionally I want $200 for the time, trouble and stress Amplify has caused me with their deceitful and dishonest business practices for a total of $345.72.

  Business response

  02/07/2023

  The complaint description notes that this complaint is related to Amplify Credit Union, not Texans Credit Union.
  
  Please let us know if any additional follow up is required on our part.
  
  Thank you.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is ridiculous. Texans CU(2001888)I had a charge off that was paid in September 2021. The company keep stating to the *** its verified less then 24 hours but on my smart credit report its shows its "Derogatory" and is being charged off every single month as not paid which is giving the consumer a recent delinquency and unnecessary late payment of 120 days late. Which is clearly a violation under F*** 15 U.S. code ****e, and 15 U.S. Code ****i. I have been going back and forth with the *** and Creditor since August 2022 and nothing has been resolved. The creditor also sent me a letter stating an address change notice. With account #**** which I did not authorized nor do I have an account with you guys and surely wont ever return. The company wants to send me to Chex System which is also a third party company which is another violation under F*** 15 U.S. Code **** Obligations with respect to disclosure of personal info which states a financial institution may not disclose information to a nonaffiliated third party. I have already took additional steps and reported the company to the ***** ************************ and a FTC consumer report #*********. If this is not resolved in a timely manner I will have no choice but to exercise my rights under F*** 15 U.S. Code ****o Civil liability for negligent noncompliance. Where I can be rewarded punitive and/or statutory damages since I have been denied a credit card due to this inaccurate reporting.

  Customer response

  01/23/2023

  ***Document Attached***
  
  See Attachment/File: Texans CU credit report and letter.pdf

  Business response

  01/31/2023

  Contact Name and Title: ***********************
  Contact Phone: **********
  Contact Email: ********************************************
  Re: Complaint Case#******** Complaint filed by ***********************
  
  Texans Credit Union has reviewed the complaint filed by ************** regarding the charged off account that is being reported on his credit report.
  
  The account that ************** references in his complaint, is being reported correctly by Texans Credit Union as paid in full charge-off. ************** also stated that he was sent to a third party company called ChexSystems. ChexSystems is a nationwide consumer reporting agency under the **** for checking and savings accounts. The checking account that ************** had with Texans Credit Union, is also reporting correctly as paid in full.
  
  Texans Credit Union contacted with ************** by phone, on January 27th 2023 and explained that the reporting was correct, ************** seemed satisfied with the explanation. As of the date of this letter, Texans Credit Union considers this matter as closed.
  
  Please let us know if we can be of further assistance.
  
  See Attachment/File: BBB response Brown.pdf

  Customer response

  02/01/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been extremely difficult to make a payment with them for a loan on our car. They have charged us late payments despite their systems being down during the month of trying to make payments. They are only open during the day to call. I work during the workday. Online, I tried to link my account and ********************** sent a deposit verification of $1.00 and $0.87. 1. You can't type in any amount over $0.99 2. I figured out a work around and copied and pasted the $1.00 verified amount then $0.87. Hit submit and said that it was the wrong number. 3. I reversed the order and tried $0.87 then $1.00. I am now over my limit of tries and have to call the help like during the work day. They make it impossible to make a payment then charge late fees.

  Business response

  02/02/2023

  Thank you for the opportunity to response to **************** complaint. Texans Credit Union ("Texans") values feedback from its members and strives to provide the best experience possible.
  
  In the complaint, ************ expresses frustration with the ease that he can make an auto loan payment online. He also mentions a late fee being assessed to his account because of the challenges that he faced while setting up online payments.
  
  Our review of **************** accounts and online activity did validate that he had attempted to link his Texans account to an external account held at another financial institution, for the purpose of loan payments. The online account setup requires validation that includes very small transactions of odd amounts that only the account holder could verify. An error during that validation causes the account integration to be suspended. Additionally, we found that **************** loan was properly assessed a late fee on his December 2022 payment.
  
  On Tuesday, January 24th, Texans' Senior Vice President of Retail spoke to ************ over the phone to address his feedback. During that call, ************ acknowledged that he had entered incorrect amounts during the account validation, thus causing his account to be suspended from further attempts. They talked through the various payment options available and ************ accepted Texans offer for the Credit Union to complete the setup of automatic and direct payments on his behalf. This required his authorization on a form sent electronically to which he agreed. That form was sent to ************ that evening and the setup of automatic loan payments from his account held elsewhere was finalized the following day.
  
  Additionally, as a courtesy for the frustrating experience, Texans waived the late fee that was assessed to his loan account, crediting that amount to the loan's principal. This was completed on January 25th.
  
  Based on our conversation with ************ and his email correspondence, we consider this matter resolved. We appreciate the opportunity to have connected with ************, listened to his feedback about our process, and providing a full resolution.

  Customer response

  02/06/2023

  Satisfied with company's response.
  
  Best Regards,
  
  
  
  *******************, MBA
  
  ************

*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. ↩