ComplaintsforAmerica's Credit Union, A Federal Credit Union

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 3 day I tried to do a same day transfer and every time I do it never transfers on the same day. I called Monday and today. I was told if the transfer was made before 3pm then it would be sent on the same. I've made several attempts to transfer money before 3pm and they never transferred. I called today and ********* told me that it usually take 3-5 business days. It never says that during any point of the transfer. This is false advertisement! It needs to state it make take up to 3 to 5 business day! And it needs to say if it not sent before 3pm pst that it will be sent the next day! It never says any of that! It's ridiculous that all the rules and regulations are available to the customer unless we call! It's insane! I have a screen recording of the entire process.

  Business response

  08/30/2023

  We are in receipt of the complaint submitted addressing concerns involving member service relating to a request to transfer funds from the members account to an outside party using the mobile banking application. The details of the complaint and resolution are provided in this correspondence, and we trust that it satisfies the concerns of the consumer as well as your office.  
  
  Thorough investigations into this consumer complaint indicate no wrongdoing on the part of the credit union. The mobile banking application funds transfer option discloses that transfers to an external account number may take up to 3 business days to be processed. All credit union staff are trained to follow standard operating procedures and informed the member of the anticipated time necessary to process the transfer.
  
  All required and requested notifications and documentation were provided to the consumer in response to this complaint including contact information for any future inquires. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I emailed in a handwritten letter with all the information required and a photo ID BEFORE 12 o clock. They refused to send my wire transfer because they didn't check their emails. ****** told me the cut off time as 12 and the Federal Reserves did not care. Yet this is costing $20 from the bank to send and $150 late fee from the company.

  Business response

  10/29/2021

  Correspondence has been provided to this consumer. The credit union has reimbursed the consumer for fees incurred due to the oversight on behalf of the credit union when processing this request. The credit union sincerely apologizes for the inconvenience experienced by the consumer. The credit union has taken measures to ensure errors of this nature do not occur again. ACU considers this matter addressed.

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