ComplaintsforTransportation Federal Credit Union

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a HELOC with this company, which was paid off in May 2022. Since that time I have been trying to close my account and receive the residual funds back to me. There is no mechanism to transfer funds out of these account to myself or another bank account. I have called numerous time and left messages and complaints with customer service and no one has gotten back to me. I have left messages and no one has gotten back to me. Most recently, customer service (after waiting on hold for 90 minutes) told me to send an email though the "contact us" link on the website, which I have done twice, and no one has gotten back to me. Every month funds are improperly deducted from my account for "service fees" and this company is simply depleting my account. I simply want my money returned to me and the past service fees refunded.

  Business response

  10/04/2022

  ---------- Forwarded message ---------
  From: ********************* <******************>
  Date: Mon, Oct 3, 2022 at 10:47 AM
  Subject: Customer Services Issue
  To: [email protected] <[email protected]>
  

  
  

  Dear Dispute Resolution Team,

   

  Re:  Response to Complaint ID ********; *****************************

   

  The customer states that he has been trying to close his account by transferring funds to another bank account and was not able to do so.  That is correct as we require a written request from the customer to close the account and remaining funds are then mailed to the customers address on file.

   

  The customer states he tried to contact us by phone and sent two emails requesting his account be closed.  During that time, we underwent comprehensive systems upgrade increasing the demand for customer support and resulting in longer than average response times by phone and email.  We pride ourselves in providing individual attention to each member at any touchpoint and agreeably, the post transition was overwhelming to our staff and customers alike.  When we fall short of our customers expectations, we make it right.  We have reached out to our customer, apologized, and explained the circumstances for his experience. As of the date of this letter, we have refunded the account maintenance fees which were incurred in accordance with the fee schedule provided to him at the time of account opening. We have closed the customers account per his request.

   

  Thank you for bringing this to our attention.

   

  Sincerely,

  Customer response

  10/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Assuming that the funds are timely and accurately sent, I will be happy to resolve this matter and close this complaint.
  
  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. ↩