ComplaintsforAmerican Lake Credit Union

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a loan at the end of May and it was processed in June. The pulled my credit and my husbands credit but failed to let us know what what going to happen with the loan. They waited over the 30 days to send an adverse action notice. My credit as well as my husbands was pulled and there was no purpose of this being that the loan wasnt of importance to them. They have done this to other clients as well. I did keep communication with the loan officer she kept a saying she was waiting on the 1 loan officer which is also the **** I would like the inquiry removed on both of our credit histories.

  Business response

  07/31/2024

  Due to the nature of our business and in relation to federal privacy laws we don't discuss with third parties.  We will contact the consumer directly to address their concerns.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have been a customer with ********************** for over 10 years. On February 20th 2024 my checking account went minus $5.27 because of a bill I paid online. American Lake Credit Union charged me a fee of $30.00 dollars for what they called a (courtesy pay fee). I called the credit union to ask them about the fee and they refunded my account the $30.00 dollars no problem. On March 4th 2024 I paid a bill online and it made my account minus $1.92 Two days later I noticed my account was minus $31.92 I was shocked the credit union charged me a fee of $30.00 dollars for what they called a (return fee). I called the credit union to ask them about the $30.00 dollar fee they charged me. Apparently they hired a new office manager by the name of (*****************************). She answered the phone and I explained to her what happened and that I was very sorry that I miscalculated my checking account. She immediately told me she would not refund me the $30.00 dollars. She didn't even look at my account.

  Business response

  03/25/2024

  We are unable to provide information to the BBB due to federal privacy regulations. We will be in contact with the member directly to verify and validate their identity and resolve the issue. 

  Customer response

  03/27/2024

   
  Complaint: 21434649
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  I have no problem with American Lake Credit Union allowing BBB information regarding my checking account ***** for the dates in question. If that is still a problem with American Lake Credit Union I will simply print the personal information in question myself.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 21, 2022, I received my first phone call regarding my account, the person on the phone stated I was delinquent and needed to pay my account balance. I informed the person I had already sent a payment prior and provided the transaction ID for reference. Following days I received numerous calls from the institution stating they had not received my payment, I informed them of the status per my banking account and had a copy of the check payment sent to me for records. However, on December 2, 2022, I received a call stating they had found the check that was misplaced in the mail and applied it to my account for payment. On December 3, 2022, I received a notification that ALCU had filed a delinquency on my credit report causing a serious issue with my credit! I called ALCU on December 3, 2022, and a representative from the institution (after explaining to them the situation) that it was not her problem as she had no control over my account, she also stated that if I had sent the payment earlier this would not have been an issue even though she acknowledged the payment was lost on their end. She also stated no matter what the issue was not going away for a couple of years and when I requested a manager she stated "the bank does not have managers". this violation could be impacting many other people at this institution with their disregard and purposeful conduct while processing payments. **** has falsely diminished my credit and provided no remedy to fix the situation.

  Business response

  01/17/2023

  Due to privacy laws, we are unable to provide information to the BBB regarding this complaint. All complaints are reviewed, researched, and we contact our members directly (if the individual submitting the complaint is a member) to resolve any issues. This protects their privacy and does not release any information to third parties. 

   

  Thank you, 

  American Lake Credit Union

*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. ↩