ComplaintsforSpokane Teachers Credit Union

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, my name is ************************* and I am writing to request help with fraud transactions that were taken out of my savings account without my approval. I bank with Spokane Teachers Credit Union in Spokane, WA. I recently identified a series of fraudulent activities in my savings account that were made in August of 2022. I found seven small transactions that ranged between $0.01 to $0.28, and then on Aug 31st, a large transaction for $4,924.00 was transferred to an unknown ***** Fargo account.I wasn't made aware of this activity and didn't receive any notice from STCU, or bank statement to review activities. This is my savings account, and I do not check it frequently since I set funds aside for savings. When I reported this fraud to STCU, I was told that since it was not reported to them within 60 days they cannot return funds or provide any insurance. STCU is not offering any protection to me as their client.These are my savings. I cannot afford to lose my money and this puts my family situation at risk. I ask for your help with reporting this bank which are not offering any help to me at this time. Enclosed is the bank information:Spokane Teachers Credit Union Dispute #*****

  

  Business response

  03/23/2023

  Attached is our response to the complaint.

  Customer response

  03/24/2023

   
  Complaint: 19595576
  
  I am rejecting this response because:

   

  As a client who has deposited funds into my savings account I should have protections in place to secure my money and financial transactions. I did not know I was limited to only 60 days of protection with STCU. I trusted that my money was kept safe as it was for savings. I ask that STCU return the complete funds of this dispute to my account and manage the claim with ***** Fargo separately. I have the right to have access to the money I deposited and trusted you would keep safe.

  
  Sincerely,
  
  *************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in October I contested a charge on my debit card claiming I was misled and lied to about a location of a hotel....a good many miles out of my way in a snow storm.STCU informed me that it was a valid argument and they would investigate. Meanwhile STCU would reimburse me the amount being contested. If found in my favor I would just keep the money.I followed up with phone calls three times in November. Nobody I talked with understood why it was taking so long but just be patient.When I called again in December I was told it should have been settled by now and not to worry about it.By December 21st I was very concerned and went to Spokane to talk with them in person. I was told they also didn't know what the problem was at their end but after ***************************************** my favor.I was both surprised and suspicious when I received a letter on December 30th dated December 23rd stating the claim was not in my favor and the funds would be removed on January 4th.STCU knew nothing about the claim for 60 days but one in-person confusing visit on the 21st where again nobody had any answers seemed to get action from the powers that be just 2 days later.It's not the money....it's the poor way it was handled. Bad business practice.

  

  Business response

  01/06/2023

  The attached response letter has been mailed to the individual. Thank you.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with Spokane Teachers Credit Union for at least 10 years and I have maybe asked for adjustments a couple of times. I was always told that I am protected from fraud when using my debit card, that is why I chose to use my card for a purchase online. I realize now I should not have made that choice. But again I thought I was protected. At the end of September I followed a link from ******** about purchasing diet pills that the ad said a known celebrity used to help loose a bunch of weight and it said I would pay "Only" shipping and handling for the first 2 bottles and I would need to cancel in 30 days or I would be charged monthly. On October 1, 2022 I woke up to 2 charges in my account of $96.95 equaling $193.90. I called the company from the number on my checking account charge and I told them there must be a mistake because I had not received my diet pills yet and I was only to be charged $6.95 twice for the shipping and handling, unless I didn't cancel in 30 days. The male on the line said no you are charged $96.95 the full price if you do not cancel in 7 days, from the date of purchase. I told him that is not what the ad said and that I had not even received the medication yet. I told him I would be returning the 2 bottles of diet pills once I received them and that I wanted my money back. He said no we do not except returns and will not refund my money. I told him I felt like I was being scammed and wanted to talk to a supervisor, he placed me on hold and then hung up on me. I then received the diet pills I left them unopened and tried to return them, I was told at the post office that they could not return them due to it being a post office box. So I went back to the company again to try and get more info and to get my money back. Again he refused to give me a refund, he refused to send me anything that showed I authorized them to take out the $96.95 from my account, and refused to give me an address to return them too. I asked to talk to someone else and he hung up on me. I decided to go to STCU because I felt I had been frauded/scammed. I explained the situation above and the system gave me a credit for both charges of $96.95. On December 13th the money was taken back out if my account, the bank said that my claim was denied because I received the product. I had told them originally that I had received the product, that the company refused my return and refused to return my money. I spoke to reps on the phone and they said they realized it's a fraud/scam but they would not return my money because the company showed proof of delivery. I have tried to make complaints against the diet pill company but I can not figure out any of their information and when I call them they disconnect the line every time. This is clearly fraud/scam and the bank agreed but they won't protect me. I read articles online saying that these companies know what to send the banks to get around it, so it's known and the banks help them by not protecting their customers. I feel like I should have been protected from this, rather than STCU pulling almost $200 from my account a week and a half before Christmas. Why not tell us that we are not protected if you are going to side with fraudsters???

  

  Business response

  12/21/2022

  Good morning, our response to this complaint is attached and has been sent to our member.  

  Thank you,

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

  Customer response

  12/22/2022

   
  Complaint: 18577902
  
  I am rejecting this response because:
  They did not respond with any answers, this is what they responded with. 

   

  December 20, 2022
  *******************;
  
  Re: Better Business Bureau complaint
  Dear ****, 
  This letter is in response to the complaint submitted to the Better Business Bureau on December 15, 2022.
  You expressed concerns about our handling of your debit card dispute submitted on October 5, 2022, and was 
  finalized on December 5, 2022. We appreciate you taking the time to bring this to our attention. Rest assured that 
  we take this matter very seriously and have performed a thorough investigation of your claim. 
  Here is a summary of the investigation:
  On October 5, 2022, you provided a dispute form claiming that ************** Quick and Intense 
  Energy Epic was a fraud scam and that you desired to have a refund of your money. 
  You were given provisional (temporary) credit on October 7, 2022, in the amount of $193.90 while 
  the investigation of the claim took place. 
  On December 5, 2022, the claim was finalized resulting in a denial for the dispute. The merchant 
  provided confirmation of delivery, as well as outlined the terms and conditions that were agreed to 
  at the time of purchase. Therefore, the merchant fulfilled their agreement to you, as the cardholder. 
  On December 13, 2022, the provisional (temporary) credit was reversed due to the findings during 
  the investigation and a letter was sent with the details. 
  We apologize for the frustration this may have caused and thank you for your continued membership with STCU. 
  As a member-owned financial cooperative, we are continually striving to find ways to better serve our members 
  and communities. Thank you again for bringing this matter to our attention.
  

  ---------------

  As I said in my complaint I understand why the claim was said to be denied from the company.  I also said that this is why these companies are able to continue fraud and scams because they know what to send to make it look as though they did their part.  But it is a lie, I saw their response.  It had my information and that they charged my account and at the top was a typed in section with what they say was listed on the terms and agreements.  However they did not tell me that I was going to be charged $96.95 twice 7 days after I ordered the product, before I would even receive the product, or I would not have proceeded.  Once I saw the charge I called them several times trying to get my money back and they refused my returning the product and refused to show me where I agreed to these charges.  They hang up on you and are not willing to resolve the matter.  Because they know they are frauding and scamming you.  That is why I went to my bank of ******************************** and they are siding with the scammers.  My complaint is that STCU should stand by their customers even if the customer doesn't have a lot of money.  I want everyone to know before they choose their financial institution in the future that they are not protected like STCU says they are.  I feel like they are not protecting you when the reps agreed with me that it is a scam, but say they can't do anything about it because the company showed them typed information on a page.  That is not protection.  I will be removing all my lines of accounts and making sure everyone I know and have brought to STCU are aware that they are NOT protected from fraud and scammers!! 

   

  Sincerely,
  
  *******************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been with them a few years now. Up until now it was great but this is a deal breaker. They confirm in fact their fault applied my multiple credit card payments to the wrong account. They fixed it and got the payments where they needed to go but they REFUSE after multiple attempts to fix how its reported on my credit. It shows Im late and delinquent when I was not because they applied my payments to the wrong account and they admit it but wont fix my credit. I even opened disputes with the credit bureaus and STCU quote refuses to accept the dispute. Total bs. I will be taking my credit line and my loan account to another institution if they dont fix it asap. Someone now says theyre working on it. Right.Update. It has been weeks and that admit it is their fault but STILL refuse to be able to fix it on my credit. UNACCEPTABLE. go to another credit union. Stay away from STCU.

  

  Business response

  11/23/2022

  Attached is the response letter that has been mailed to the member.

  Customer response

  11/23/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Takes a week plus for things to go through. Regardless if its weekend or not. So when I think I pay off my credit card, and Im using it and it doesnt notify me about debit or credit. Being used that I dont have thats also frustrating especially after checking the account that says we have money. Also sometimes things arent even charged to my account that I buy. Its a complete mess and sets us up for failure looking for a new bank now. not to mention I went into the bank last week looking for help and was told its up to technology? And they cant help me.

  

  Business response

  11/16/2022

  Attached is the response that was mailed to the member.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 25th STCU had put a Repossession out on my vehicle without my knowledge I was upset because I had no knowledge that a payment was late due to the fact that I was Sick with Covid and being 6 months pregnant my health had gone downhill because i was having Contractions and had to be monitored while in and out of hospital. I did attempt to make payment to them via transfer from my current bank over to STCU but my bank had put a block on it and did not notify me of it. When i reached out to STCU the next day on 8/26.2021 I first had spoken to **** let her know of my situation that i was battling Covid and it was not my intention to miss a payment and that i had a error with my current bank on automatically stopping my payments from coming out my account. I did Voice to her that i can get that payment in to them that was missed and asked what can i do to get my car back in good standing, she than stated to me that it is now up to them on what they are going to do with the car I stated to her for what when I am able to make a payment for the car she was being rude and not understanding at all. I than spoke to ***** the manager in ********************** she sounded like she understood and had me thinking i was able to get my car back by paying past due and current due to me explaining to her that i was battling ***** while pregnant she stated that it was something that was out of my hands. I had to fill out a Hardship paperwork and then they will decide on if I can get my car back than after doing my paperwork, they tell me that in order to get my car back I have to get it refinanced or pay the remaining balance off. I feel like it is not right especially if I had the car for two years and this is my first payment that was 30 days past due. I felt like i was not given the option to get this taken care of since it was something was a misunderstanding and could have been an easy fix with options as far as working with me and not me doing what they say I had to.

  

  Business response

  09/16/2022

  Attached is the response for Complaint ID ******** ********************************

• Initial Complaint

  08/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased a Travel Trailer with financing from Stcu, was never notified that the Travel Trailer needed to have its own separate policy even when not in use, purchase contracts specified only that automobiles must be insured. Per 18 U.S.C. **** or **** since it is not self-propelled, a trailer is "goods, wares or merchandise. Not an automobile. It doesnt have an engine. I received no letters/ emails/ phone calls warning me of the need for insurance before stcu tacked on$6800 to my loan amount (18%) of the total loan amount, they reduced this to still over $2000 after I insured the trailer on its own policy, so they are charging over $2000 to provide a policy that was effective for two months, meanwhile a full coverage policy costs $40/mo. To cover the trailer and all belongings. In conclusion, I can not recommend them and will warn others to avoid this bank and these business practices, legal does not mean moral.

  

  Business response

  08/11/2022

  Please find the response to ******************************* complaint attached.  Feel free to contact us if there are further questions.  Thank you. 

  Customer response

  08/11/2022

   
  Complaint: 17666250
  
  I am rejecting this response because:business has failed to show any proof ANY insurance was purchased on my behalf for the period being claimed 3/5-7/21 although they have specifically claimed they did. I would love to see proof from the underwriter, as well as an explanation why 4 months of insurance for a non moving TRAILER cost over $2600, I am also confused why the portion of the contract you are claiming applies stating automobiles must be insured, specifically states a policy will be purchased after 60 days lapse, meanwhile your claiming it was immediately purchased? 
  
  Sincerely,
  
  ***************************

  Customer response

  08/22/2022

  It should also be noted the form submitted by Stcu agreement to provide insurance WAS SIGNED by the dealer verifying the existing insurance I provided them was sufficient and verified by dealer.

  

  Business response

  09/09/2022

  Attached you will find our updated response to ******* as well as a copy of his CPI policy.

  
  

  Thank you, 

  
  

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

  Customer response

  09/12/2022

   
  Complaint: 17666250
  
  I am rejecting this response because:
  Per wa state law, the lender is only allowed to purchase a policy effective the date the original policy expires, or the date that the borrower failed to provide proof according to the agreement. As stated in the contracts and your website (attached) I had at minimum 30 days to provide initial proof, this would be the date coverage would start (4/5) since no coverage expired.
  

  You also have failed to address the fact that your defacto representative at the dealership (the salesperson) signed off on the coverage I initially provided them at the dealer, certifying that they verified my coverage complied with your requirments; you submitted this document to bbb titled agreement to provide insurance, had the dealer done their job properly they would not have signed the document and checked the box saying they verified coverage and misleading me to think my auto policy was sufficient. 

  lastly wa state law dictates the final notice be sent using certified mail, it was not, if it had been you would have been notified you had the wrong address, I would at least hope, this oversight is why a phone call or email was never attempted before adding thousands of dollars to my balance, despite all the claims made on the website about Stcu caring about people more then profits.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid off My Car Loan on 08/20/21 and STCU has not reported it to *******. This affects my ability to take out another loan. I was at ******* **** and spoke to someone over the phone and paid the amount in full thru a transfer of funds. I held up my end by paying them off, the least they could do is report it fairly to *******. I don't want to have to file a lawsuit due to to the Fair Credit Reporting Act Thank you!

*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. ↩