ComplaintsforRVA Financial
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Complaint Details
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Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hello, I met with a lady on Monday 2/6 called back on 2/8 to see if they will take $4,000 on 17th and $2,000 on the 28th. I have got no answers. No one is willing to work with me. They keep charging interest by the day and threating repossession. I would like to speak with a director to get this problem resolved.Business response
02/16/2023
After review, ********************** was assisted by a representative on 2/9/2023. We encourage him to give us a call back if he has any additional questions regarding this issue.Customer response
02/17/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
Regards,
*********************************Initial Complaint
09/03/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I got my car refinanced with RVA financial in October of 2022. It was a 2020 Kia ********* I originally had my car note through ************** when RVA kept calling me to refinance through them. Biggest mistake of my life. I went out of work 8 months due to by medical condition in November of 2022. I informed the bank I was on a leave of absence without pay. The representative acted as if he didnt believe me, offered no type of assistance. ****** later after struggling to keep my payments up I ended up speaking with another representative named *****. She informed she was looking into getting me qualified for the hardship which shouldve been applied in November. She never even mentioned the follow up about the hardship afterwards. I called numerous times to find out about the hardship application never got any follow up information. So I continued make late payments and ended up being 2 months behind in August. I tried to pay my car note of $378 but the bank did not accept the navy federal card so the representative told me to mail in my payment. I bought a money order and mailed off the payment and was going to pay the last payment I owed the following Friday. The representative told me Id be fine to mail in the payment. That same week on a Friday my car was repossessed without notice. I never received any notice in the mail as they stated they mailed a notice. Ive been calling for two weeks with no call back on getting my car back. I was never even told how to pick up my belongings or how to get my car. I have all my medical records to prove I was going through a hardship and they refused to help me. Can something be done about this? Please help me? No one is returning my calls from the department where I need assistance. The main number calls back to instruct me to call the actual number to the department where I only get a voicemail where I leave messages with no call back. I dont know where my car is after 2 weeks of my car being repossessed. ************Business response
09/13/2022
Recovering a members collateral is not our desired option and is only used as a last resort. We made several attempts to contact and work with ************ on the loan delinquency. Most of those attempts were met with little to no response until we recovered the vehicle. After the recovery on August 19, a Collections representative spoke to ************ and gave her the phone number to call to collect her personal items. On August 22, a Collections manager spoke with ************ on a recorded line and informed her of her option to redeem the vehicle. In addition to speaking with her via phone we also mailed letters to her address, before and after the recovery, which informed her of our intentions with the collateral and her option for redemption.Initial Complaint
09/24/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I made a purchase on 8/14/2021. Quickly realized it was a fraud website. Called the credit union, had the fraud stop my card and issue a new one. Had to fill out paperwork for the amount. Did this after two weeks of waiting for said paperwork. Try calling, goes straight to voicemail, given direct number to william r****** who is supposed to be my fraud claim advisor. Can NEVER get a hold of him. Multiple messages and emails no response. It has been over a month, and no response, no refund of money, no outcome. No one answers the phone. Tried calling again today they cannot get in touch with the branch or any manager, phone goes straight to voicemail. My money is sitting in limbo and no one can resolve anything, nor is anyone every available.Business response
10/04/2021
********* ** **** ********* *** ********
Our compliance manager has reviewed this incident and identified shortcomings on our end. We are working to address those shortcomings through additional training and coaching.
*** ********* account was given a provisional credit for the amount in question on September 27, 2021 and one of our service representatives spoke with her by phone on September 28 to confirm. The final resolution of her claim will be determined as quickly as possible. Until the claim is resolved, she has full use of the funds.
Feedback is greatly appreciated, as it helps us to improve and meet our service expectations. If *** ******* has any other questions or concerns, she can feel free to reach out to us. In addition to the phone option, she can also use the “Contact Us” link in her RVA Financial mobile app.Initial Complaint
09/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 4-15-21 I received a letter in the mail from RVA Financial stating that they closed out my account due to inactivity and that I had a $* balance. 4-19-21 I called back and asked if I could speak to the manager. I was told due to COVID, I would need to make an appointment. On 4-20-21 and I spoke with the manager, Tonji C******. She mentioned my account was closed due to inactivity to my account. If the account hasn't been used in a while the account becomes dormant and that was also why I had a zero balance. I told Ms. C****** that I last made a deposit in July of 2019. I told her I would like to get a copy of my account summary from December of 2017 up till July of 2019. She mentioned it may take a while for them to request the paperwork so I waited a few weeks for Ms. C****** to contact me. I never heard from her. The last time we spoke was 6-4-21 and she keeps telling me the same thing and I'm still waiting on my account summary. Please help me with this matter.Business response
09/30/2021
We are sorry to hear of *** ********** frustrations with a request for statements. In checking the account notes, one of our representatives notated on her account that the statements were being sent on April 16, 2021. She has noted that she didn’t receive those statements and had trouble subsequently. After we received the complaint, our compliance manager reached out and spoke with her on September 21, 2021 and the requested statements were sent by email. On September 22, 2021 she spoke again with our compliance manager. She confirmed that she received the statements, and he was able to answer her questions.
Our apologies to *** ******** that our first efforts to deliver the statements to her were unsuccessful. We are pleased that she was able to receive them this time and get answers to her questions. We will consider this matter to be resolved. We’d also love to have her back as a member! If interested, she can apply online at rvafinancial.com or set an appointment to visit a branch on the RVA Financial mobile app.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.