ComplaintsforCyprus Credit Union Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cyprus charges overdraft fees, on the website you cannot see who tried to charge or that there was even an attempt to charge you, they just post an overdraft fee and nothing else. You have to call in to get information. I Had previously had an issue about a year ago where they didn't turn off the overdraft. I had to get a manager on the call and have them review calls made to see the agent didn't handle my account properly. My husband has had issues with them notating as well. I tried to close my account two weeks ago. I came in and made payments and added money to my account, but "*****" said I couldn't close it due to a pending charge. I asked him to freeze my card so there wouldn't be any overdraft pulls and he said only security could do that. He couldn't do anything to my account to stop transactions. I asked him to please notate my account to remove overdraft fees and I would be back to cancel. He said he would or did. Next day I try to close it and still the transaction was pending. I can back two weeks later because I had to go out of town and there are $200 dollars worth of overdraft fees. They expect me to pay it and close my account. I told them what happened and they said "*****" did not notate, not my problem. Remove the fees so I can close my account, they would not. They stated they would remove 3! Are you kidding me? 3 fees out of $200?? When I shouldn't have any of the fees? When I attempted twice to close it before any of the fees were even there?!!! I just want to be done. This bank is not a good bank, they do not communicate, notate or handle accounts properly and have shown this on many occasions. This bank needs to be looked at for it's banking practices.

  Business response

  06/21/2024

  Our Branch VP spoke with the individual and discussed their concerns.  We were able to assist the individual and believe this concern to be resolved.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  CYPRUS credit union in **********************I "closed" my accounts with them back in 2019 only to find out through an email today 2024, to me from them about my account statement is ready for view. I decided to give them a call. After verifying my personal info with the lady on the phone, she said my account was still active. How is this allowed? Especially with the existing penalties steming from not using the account or account inactivity if you will, how can this financial institution keep my account open after going into the **** UT branch personally to close it more than 3 years ago. I'm going through an identity fraud situation currently, and I might of found the culprit. I haven't received my return, someone got my old address and made themselves my relative through using my last name as per turbotax is concerning. I called about 5 mins ago, to a bunch of I understands and I'm sorrys to the be placed on hold, aka the call was disconnected What a coincidence. Please report. Today is April 27, 2024. Thank you

  Business response

  05/08/2024

  Our branch VP has attempted numerous times to contact the individual to discuss their concern and a resolution to their concern.  Unfortunately, they have not been able to contact the individual.  We would love to discuss this matter with them further over the phone.

  Customer response

  05/08/2024

   
  Complaint: 21634643
  
  I am rejecting this response because:
    I am currently going an Identity fraud situation, involving my 2024 tax return which I have not yet received. The person I spoke to on the phone in this kept repeating "I am so sorry" but this was already about five years too late.  I have had to place a protection pause on my credit file through the credit bureau in the past and although it only lasted maybe 30 days, it is proper business practice to know about this a lot sooner as a consumer.  Furthermore the number of emails I received from them titled " Account Summary is now Available" is what prompted me to double check the status of this account, which should have read "Account Closed" There isn't one reason as far as I'm concerned as to why the credit union failed to do so. Their business IS other peoples personal financial information, this is equivalent to a firetruck missing the fire hose, simply unacceptable. obviously compromising my personal financial information isn't or shouldn't be one of the perks of having an account with this business, and I know this to be true.  They barely noticed it this year 2024,?? when I "closed" it back in 2019. That is almost five years of mishandling personal financial information is what I would of yelled but did not because of my reserve. "I am sorry" doesn't fix anything, I would like to know how I can go about making this information known to the public. Thank you.
  

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

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The business continues to do irregular security checks with any business I engage with them on every matter involving myself and the business. The business has removed my access to certain privileges accessible to other members and denies this but produces claims of policy. The business has denied my ability of any wire transfers indicating security issues this is false and an adverse action by the business. Records of the business will further demonstrate neither of these are policy rather adverse action to a single member. The business has screened me and continues to shadow-ban me from normal day to day banking activities. The business has denied any restrictions have occurred to my account and has ensured my account is in normal good standing. The business has made these claims of good standing in a recorded phone call with the business but the business claims of my account being in normal standing with no restrictions is a blatant lie. The business must disclose any issues with my account as a consumer but has lied when asked. The business does not demonstrate honesty, credible, or integrity. Upon further investigation the business does have restrictions, notes, and has taken adverse action against my account but has knowingly and voluntarily denied this when asked.

  Business response

  12/12/2023

  Our VP of Branches has been in contact with the member and has addressed his concerns.  We believe this matter to be addressed to the satisfaction of both parties.

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a auto loan with Cyprus credit union that I fell behind on my payments due to a hardship. Even though I’ve had a hardship ive still manage to make payments just last month in January so I was surprised when I was told by Cyprus credit union today that I can’t pay my account up to date for the amount of 3,804.00 to continue my loan. I was told that Joshua J******** in the collection department said that Cyprus requires me to get a new loan somewhere else or pay the auto loan off in full which is in the amount of 26,000.00 ruffly. I feel that it is extremely unfair being that I have communicated back and forth with a manager (Vicki R*****) in collections for months now and I’ve made payments when able. Can we please communicate with Cyprus regarding my loan because it’s not fair that I’ve communicated and that I have been making payments. It’s also not fair that I am willing to pay my account up to date with them and they are now telling me I need to find a new institution to get a loan from when we already have a loan and deal together. Please review this complaint and reach out to Cyprus ASAP because I am getting changed every day that the car sits in the impound and it’s not fair when I have the past due balance and I’m trying to pay them the money. I will also add I’ve been told by the manager (Vicki R*****) I could make the payment with a debt card today in full to get the loan caught up, and than 5 minutes later I was told Cyprus change their mind and than told me it needs to be paid off instead of paying off what’s owed. This is a very unprofessional way of doing business and doesn’t seem right especially for a customer whom experienced a hardship and I explained that to Vicki and the other manager Ashley. Up till today the communication between us has been about paying the loan up to date, now all of a sudden they are telling me they will no longer help with my loan product, and honestly I feel this is discrimination because of how Im treated

  Business response

  03/06/2023

  Cyprus has been working with this member on their concern. Our VP of Collections has been in touch with him and informed him the necessary steps needed based on the loan agreement signed by the member when the loan was opened.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made my Mortgage Payment on December 30, 2022, and it still has not been applied as of today January 3, 2023. They are now stating that I am 2 days past due on my Mortgage. This company has given me nothing but issues with applying my payments on time. They need to be better at applying my payments because I can’t stand being told I’m past due when I’m not. They should update my account immediately.

  Business response

  01/06/2023

  Our Mortgage Manager verified that the payment was made on time and contacted the member to verify that payments were posted the day payment was made.  We believe this concern has been resolved.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I relocated from UT to TN last year, thus filed with the State of TN to transfer the registration and title my vehicle. As part of the process, I provided Cyprus Credit Union's contact information to have the title transferred. I received my registration and new license plates Nov. 2021 and carried on thinking everything else was taken care of. This past week, I received a renewal reminder from the State of TN for registration. I took care of this online, however received a rejection email. I contacted the Davidson Country Clerk and found that this was because the title for the vehicle does not exist in TN. It was recommended that I contact the lien holder (Cyprus CU) to make sure that the old title from UT was sent to TN. I contact Cyprus and I was informed that UT title was cancelled and they need a letter from TN stating the vehicle is not titled there. So I received a copy letter from the TN Dept of Revenue (dated Nov 23, 2021) that stated TN requires UT's title to complete registration and titling. This was forwarded on to Cyprus, to which they responded that they already have this letter and gave me excuses about the correspondence they have had with UT and TN DMVs. It almost felt as if they were trying to blame me for an error in which I have no control over or was made even aware of (as this should have been handled by lien holder). Long story short, what has Cyprus CU been doing for the past year? The copy of the letter I forwarded was from LAST YEAR. Why was I not informed about it to this day? I only found out because I was unable to renew my registration. This situation needs to be escalated to corporate leaders to be handled immediately.

  Business response

  11/29/2022

  We have been working with the DMV to get the title corrected and the issue resolved.  We have also been in contact with this member to discuss the corrections and believe this it being resolved.

  Customer response

  11/29/2022

  
  Complaint: ********
  
  I am rejecting this response because: Cyprus has communicated that they are working on a resolution, however I currently do not have confirmation that this issue has been resolved. Given Cyprus has made no efforts to take action or communicate issues to me until now (initial letter to Cyprus was sent over a year ago), I would like to ensure that the issue is actually resolved before accepting their response. 
  
  Sincerely,
  *** *********
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mortgage payment is on autopay from my checking account. I was told by an employee that I could set up my auto pay from my savings. The employee assured me that there would be no issues or penalties (I later found out that the mortgage payment price could increase if pulled from my savings, but this is a completely different complaint but should be illegal ) My next mortgage payment was pulled from both my savings and the following day, my checking. This is just under $4000 taken total from my accounts. I still have not been told the name of the mortgage company owner. I assumed it was Cyprus Credit Union, but I guess not. Cyprus then had to pull over $1000 from my savings to transfer to my checking to cover the payment they should have never approved/taken in the 1st place. Now I am forced to wait until everything goes through before they refund me. The money is no longer in my account so i assume it has gone through but I'm not being properly communicated with or taken seriously. The employees at Cyprus have in the past and again this time tried to transfer me to the mortgage owner to be placed on hold. I will have paid over $250,000 in interest after the 30 years. Its not my job to be transferred around because employees don't want to wait. This is their mistake. If I get penalized for not having enough money in my account, they should be penalized for taking what's not theirs from my account. You would think being in a recession and still dealing with the end of a pandemic, the bank your giving 100's of thousands of dollars to would do their jobs properly. Most families dont have an extra $2000 in their accounts to be floating around until the banks says they can refund it. This is more than unprofessional. Its something I take personal, and I believe most families would. This is not the 1st time I have had issues with my accounts and Cyprus, but this is the last Straw.

  Business response

  10/25/2022

  Our ******************* team was able to reverse the duplicate payment and credit they payment back to the members account.  We are happy to speak to the member to assist further if needed.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went into the Riverton branch to obtain a new debit card, due to my card number being compromised and found fraudulent charges on my card. I was first alerted via text and my card was blocked by the bank. I was told the charge that blocked my card would not process when I was reporting the 3 charges I noted as fraudulent on the form. The next day the charge went through that they advised was blocked . So I called the branch have the additional charge added for review and reimbursement. When I called I was informed by another teller in the call center my card disputes would not be reviewed. I was not aware of this nor did the Riverton branch or the manager tony make me aware of this when I was in there and telling them how frequent this is happening and that if I need a new bank account number overall please do so because I am annoyed coming in here to dispute charges and obtain a new card. They asked the manager if a new account number should be issued and she said no. After learning from the teller at another branch my card charges would not be reviewed. I left a voicemail for tony and teller said she would notify her as well to inquire about my account. I have never received a call back and I want my fraudulent charges reviewed and refunded . As I was told would be sent off for review and as promised when I came in to fill out my forms. I will be closing my accounts at this bank after 20 + years because of the horrible customer service and lack of follow up , in addition to my account being frequently compromised.

  Business response

  10/25/2022

  Our card team was able to process the current disputes on behalf of the member.  We have attempted to contact this member to discuss the issue further and have left messages.  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company does not know how to properly apply mortgage payments. Last month I found out that they applied my June 2022 payment to a principal only payment when I specifically told them that I was calling to pay my June 2022 payment. This caused me to be assessed a late fee and it would have affected my credit if I did not call. Now today I called to make my August 2022 payment; however, I no longer trust this company so I will only make my payments with a member of management. However, they refused to get me on the line with management to take my payment and my payment has not been made yet. This company has ruined my perfect record of making on time payments and now my payment history shows that I got a late fee last month. I just want to call and make my payment with confidence that it is going to be applied correctly and I do not have that confidence with a regular agent.

  Business response

  08/05/2022

  Our Mortgage Leadership team was able to assist with the payment request and payments were applied on time. We believe this concern has been resolved

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in on May 24, 2022, to make my June 2022 payment and I specifically told their representative that this was for the June 2022 payment. However, Cyprus Credit Union decided to apply this to a principal only payment when I never requested such a thing, which is fraud. When I called in today on June 29, 2022, they initially refused to allow me to speak with a supervisor until I said I could hold as long as I needed. I got on the phone with with A manager and he refused to review the phone conversation from May 24, 2022, and just said they will work on reversing the payment to be applied to June 2022. But this is something that is going to take take and they will report me late to the CRAs because June 2022 was not paid yet. The Manager *************************** that I spoke with today was very unprofessional with me and was laughing at my frustration. He kept on just cutting me off and would not understand why I was so upset. He should not be in a customer service position because he does not have any. The other person he got on the line with me did not sound like they wanted to help me either they just said this was prioritized and thats it. While my account still shows past due 28 days when I made my June 2022 payment early. I will also be contacting the **** and our Attorney General, as this company has always given me problems when Im just trying to make a payment on time.

  Business response

  06/30/2022

  We reviewed the payment that was made incorrectly and apologize for the error.  Upon learning about the error, we were able to correct both the payment and the fee and believe this issue has been resolved.

  Customer response

  06/30/2022

   
  Complaint: 17501103
  
  I am rejecting this response because: There has not been any correction made on my account and as of this date, my account t shows as 29 days past due with a late fee still on the account. They are allowing my account to become ************************************************* negatively to the CRAs. They do not have good customer service and can not take swift action to fix their error. I also made a payment yesterday that they refuse to post to my account. If my account does not show as current by tomorrow July 1, 2022, I will be sending more complaints to each regulatory agency.
  
  Sincerely,
  
  *******************

  Business response

  07/19/2022

  The error made by our employee has been corrected and any applicable fees have been reversed. 

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