ComplaintsforSound Credit Union

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an account with this company two years ago. It was closed before I was able to pay off the balance which was just over $200, so about a year ago, I started contacting the company in an attempt to get a phone number from them of who I could call to pay off the balance.I was given a response that did not include a completed Phone number. One of the digits was missing from the area code. Recently contacted them yet again in an attempt to get a complete phone number. I did not ask for any sensitive information. I did not ask for any changes to my account. I simply asked for a phone number so that I could get this corrected and hopefully taken off of my credit. Instead, I was given a blanketed response, saying that they could not give me any sensitive information pertaining to my account, nor could they make any changes to my account and that I would need to access my account (which has been closed for two years) and make a request inside of my account. HOW?!?! Which basically means they did not read my email at all and just gave me a blanket response. I do not think it is ethical for a company to say you owe money and then refuse to provide you anyways to pay it back. This company never contacted me to pay this off, so I haven't been provided with any way to pay this back and any attempts that I have made in order to do that have been completely ignored. This is preventing me from getting a bank account. I very much would like to take care of this and this company just simply refuses to do anything. So they either need to forgive the amount, or allow me a way to pay it back.

  

  Business response

  08/15/2024

  ********* sorry you have experienced the obstacles you've shared when trying to obtain the number to the agency that can assist you with clearing the amount owed. You can call MCA at ************ they will be able to assist and if not, please give me a call at ********************** and I can connect you with our *************** team. 

  Kind regards, 

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We became a customer of the bank because we had an auto loan. They utilize predatory practices at every turn. They take money out of my checking and freeze our cards before discussing anything with us. We have set up auto pay for our loan 4 times. They never pull the money out for the autopay - causing us fees. Today they withdrew all of the money on our bank account by accident.

  

  Business response

  07/25/2024

  Thank you for sharing your concerns with us regarding your experience with Sound Credit Union. We
  understand the frustration you have experienced and appreciate the opportunity to address your
  feedback.

  
  As you are a signer on the checking account but not on the loan, we are limited in discussing matters
  related to the loan with you. However, we can address concerns regarding the checking account.
  Upon reviewing the notes from your recent interactions with us, we can confirm that on July 19, 2024,
  an auto transfer from the checking account to the loan payment was reversed as per your request.
  Additionally, four NSF fees were refunded on July 22, 2024.

  
  Regarding the loan payments, we would be more than willing to further discuss the specifics with the
  borrower involved. We kindly ask that the individual in question reach out to us directly so we can
  address any outstanding concerns.

  
  Please rest assured that we take your feedback seriously and are dedicated to finding a resolution that
  aligns with your needs and expectations.

  
  Should you have any further inquiries regarding this matter, please do not hesitate to contact me
  directly at ************ or via email at *************************************.

  
  Respectfully,
  ***************************
  Loss Management Manager

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged a fee for an undelivered mail document. Supposedly they didnt have my address updated but I updated it when I moved. I have proof via email.

  

  Business response

  07/09/2024

  Dear Milana, 

  We do see that the credit union received return mail due to a bad address and your account was assessed a fee. However, if contacted this is a fee we typically would waive for a member once they update their mailing address on record. In this case you have chosen to contact us via the BBB vs. directly to have your request reviewed. We will be reversing this fee and sending you a check in the mail, please feel free to contact us directly should you have any further questions. 

  Kind Regards, 

  Operations Support

  Customer response

  07/09/2024

   
  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

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an ** loan through Sound Community Credt Union (aka Sound Credit Union). For the first few months, I had the ** insured through Geico, then I switched to ************************** AmFam has repeatedly sent proof of insurance to Sound, I have spoken with the Sound loan folks in ***********, ** two times once while conferencing in the AmFam folks and being assured by the Sound representative that they now have my insurance information and it is officially being accepted and Sound is STILL charging me for additional insurance. Not only do I have adequate insurance for my **, I am literally OVER insured, far beyond their requirements. I have no idea how to fix this issue, and I need help. No matter how many times I provide proof of insurance, these folks continue to say I havent. No matter how many times I call and verbally give them the info, the additional charges are not being removed. Please help.

  

  Business response

  06/14/2024

  Please see the attached response. Thank you.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a used vehicle from *********** in ********, ** with the intention of paying it off in 2 weeks with money surrendered from our retirement savings account. *************** had me fill out loan paper work in order to be able to take the vehicle home that day. I specifically asked if there would be a prepayment penalty as I was only waiting for our retirement account withdrawal payment to clear our bank and was told No, there would be no prepayment penalty. I print off a copy of the "payment/payoff" paperwork then go online to make sure of how to pay off the loan (First payment not due till March 20th 2024) This is on the morning of February 23rd 2024. I am first upset to see that there is an extra charge to pay ff the loan, I accept that they deserve something for their time invested, but then during the call they inform me they want another $35.50 in fees. We stop at our bank and get a certified check made out to Sound Credit. When I go into the bank to pay off the loan ( it is still February 23rd) and ask why they have tacked on an extra $35.50 charge the teller gets very hostile. Then through a misunderstanding the check is .10 cents low and I do not have any change. At this point the teller threatens me with additional fees if I do not have the .10 cents. Thankfully my wife found 2 ******* in her purse. I feel that I am owed, at minimum the $35.50 fee if not the whole added expense of $84.87 and an apology from the bank for being treated so rudely.

  

  Business response

  02/29/2024

  Hello ********************, 

  I would like to address the concerns you've raised regarding the payoff details of your loan. After thoroughly reviewing the information you provided and considering the specifics outlined in the loan agreement, we can confirm the accuracy of the payoff amount.
  
  To elaborate, your loan, initiated on February 4, 2024, is subject to a daily interest per diem, calculated at the rate of 8.64%. The 19-day interest accrual, amounting to $49.47, was factored into your payoff amount. Additionally, a title transfer fee of $35.50, imposed by the ********** of ***** Vehicles for lien removal, was applied, bringing the total charges to $84.97. These details are explicitly stipulated in your loan contract for your reference.
  
  We sincerely apologize for any confusion you may have encountered during this process, and we value the feedback you've shared. Our commitment is to ensure an excellent service experience for all our members, and we appreciate your understanding.
  
  If you have any further questions or require additional clarification, please do not hesitate to reach out. Thank you for your understanding.

  Customer response

  02/29/2024

   
  Complaint: 21356422
  
  I am rejecting this response because:

  I understand the statements made by Sound Credit Union, but still disagree with the decision because of  fact that I was given a Payoff, in writing, of $11,049.47. There was no way for me to know that it did not include interest and lien release. It only stated PAYOFF AMOUNT. i see they stated that Sound credit did say I was confused but never addressed the fact that I was treated very rudely and even threatened over ten cents. Is this the standard procedure for all "confused"  customers? As far as being confused, this started with the fact that I was given a written payoff amount from Sound credit that was not itemized, therefore why wouldn't any reasonable person not believe that, payoff meant "paid off" I stand by my statements that the error is on them "in writing". If it matters had I been treated with respect and not threatened over "Ten Cents" I don't believe I would have filed this complaint. Instead of calmly explaining what had happened with the false payoff letter I was told " This the amount owed and if you don't have the last .10 cents then we will bill you for additional interest and withhold the title until its paid in full. I can't believe this is really standard treatment for all customers?

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

  

  Business response

  03/04/2024

  ******************** I appreciate you being open to understanding the explanation provided regarding the vehicle payoff. I certainly understand the interaction based on your account could have been handled better and we are looking into the internal process to ensure future interactions are met with professionalism,  clarity and accuracy. We do apologize for your recent experience and thank you for sharing which will allow us to evaluate further. 

  Customer response

  03/04/2024

   
  Complaint: 21356422
  
  I am rejecting this response because:

  Sound credit union has declared that they will evaluate further before making a determination. I look forward to a mutual agreement and then closing this complaint.
  
  Sincerely,
  
  ***************************

  Customer response

  03/06/2024

  Actually both,

  First: 5 star **** assured me there would be no prepayment penalty.

   Second: Sound Credit Union by providing a written payoff amount that was $35.50 less than the what they actually would accept to release title,

  I am only asking for the amount, in which I was charged, that is over the written payoff amount. The written payoff letter is included in the original complaint.

  Thank you

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

  

  Business response

  03/07/2024

  Dear ********************, Based on your Home Banking Loan payoff not indicating there is a title transfer fee due in the amount of $35.50, we will be refunding you in this amount. We will be mailing you this amount in the coming days. Thank you for bringing this to our attention. 

  Kind Regards, 

  Customer response

  03/08/2024

   
  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

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Attn: Better Business BureauJan 22, **** To Whom it May ********** 12/11/2023, I, *********************************, noticed a discrepancy with my savings account. I could not resolve this with a representative over the phone so I decided to visit the Sound Credit Union branch located in ***********, **********. After speaking with the General Manager, *********************, I was informed that money had been previously and currently taken from my account regularly and also at the current time of my being within the banking institution. After speaking with the representative it was explained to me that I had been a victim of not only identity theft but my savings account had been hacked my money had been taken and the total at the time of me speaking to the representative (*********************, GM) was $25,000. I was completely shocked and baffled as to how this could have happened and how in the world someone could be fraudulently taking regular withdrawals from my savings account. Not my checking. I put my future and my trust in Sound Credit Union only to be told that there is nothing they can do for me. I was told to write this letter to you, The Better Business Bureau, in order to begin the process of retrieving the funds that were fraudulently taken from my savings account. A police report was filed, on 12/11/23, and will be furnished upon request. As I am sure you will have further questions, please do not hesitate to contact me at **************. You are more than welcome to leave a detailed voice message if I cannot be reached. Thank you for your time and I look forward to speaking with someone at the earliest convenience of your organization.

  

  Business response

  01/22/2024

  Dear *******, 

  Our records indicate you were able to process a fraud dispute regarding transactions in question on your account and received a resolution as to the outcome of that dispute. However, if you did not receive the final status of the dispute or if you need the receipt for your cash withdrawal in the amount of $25,000, please feel free to contact the credit union or visit one of our local branches to review and provide you with your copies. Thank you. 

• Initial Complaint

  10/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am closing on a home purchase next Monday and needed to go to a Sound Credit Union for a cashiers check to cover closing costs. This branch does not believe that a teller should definitely proofread a expensive cashiers check before finalizing. While the teller redeposited the funds, I was not able to get a cashiers check made after their error. I used shared-branch for this transactions and one error from that service meant that I could not get a check reissued. Before the error, I specifically asked if I could proofread the name of the **************** that was the recipient. She said yes, but then printed the check anyway. I am now losing out on pay at my main job to get Sound Credit Unions mistake fixed at a different credit union.

  

  Business response

  10/16/2023

  Dear ******************, 

  I'm sorry to hear of your recent transaction and the inconvenience of correcting a mistake that occurred during the course of the interaction. Typically these instances could be resolved rather quickly, so I would be interested in hearing more details regarding your interaction in order to prevent others from encountering this scenario in the future.  Please feel free to reach out to me at ************************************ to share more details about your interaction. 

  Kind Regards. 

   

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been working on getting a house and getting a loan. I have been working with various lenders and each one I've told not to do a credit pull until I have a estimated offer. I was eventually suggested to get a loan through my bank for lower interest rates. I was working with a ************************* and *********************** which are loan officers. They were very ineffective and had me go through a bunch of hoops and get pay stubs, I have all the emails and text, I eventually said I would find someone more fitting and capable. After personal time spent, fees for copies and documents, fuel spent, I was going back and forth. Later on I found out someone did a unauthorized pull on my credit, I got a notice in email.i found out it was sound credit union and I have made various calls and walk ins to talk to their supervisors. I keep being told someone will reach out and the loan officers should not have done that. But nobody reaches out. And I was told to wait before I submit a report with BBB. I have already disputed through credit bearou. Nothing has been done. And It takes a long time to build credit and I lost 25 points over night. I have always been on time with my SUV payment and credit card which is through sound. There's a huge conflict of interest. My number is ************. Email me and I can send pictures of emails

  

  Business response

  06/09/2023

  June 8, 2023
  
  To whom it may concern:
  *********************** started working with ********************* on a mortgage loan pre-approval a few years ago and he was denied due to a recent Bankruptcy
  ***** started receiving paystubs again in November 2022 from **********************
  At that time ***** explained that we cant pull credit without an application so she reached out to ********************** to let him know he would need to reapply so that we could pull credit and upload his current financials to the application.
  ********************* reapplied thru our online application portal 12/19/2022 she reached out to him and discussed pulling credit and the financials needed.
  After review of the file he didnt show enough income and funds for a preapproval.
  ***** reached out to him to discuss his frequent change in employers and he stated it was to better his income. January 2023 ***** had him sign a Borrowers Authorization Form at the Parkland Branch so that his Verification of Employments could be requested. His employers were slow in responding so she requested he reach out to the HR Departments to get them to expedite the request.
  He got frustrated with length of time this was taking due to his lease coming up in March and called her supervisor ***********************.
  ***** spoke to ********************** January 26th through email to confirm what ***** had already told him. Sound does not offer any down payment assistance programs and we could re-look at his application once he had assets saved for downpayment and closing costs. We have an email chain of that conversation where he states he had discussed having his credit pulled with *********** 

  Please feel free to contact us for any additional information,

  Customer response

  06/20/2023

  ***********************************. ***** from sound never had my consent to pull my credit and at time I was working with her was not the time my credit was pulled, it was pulled by ************************* at a later date as discussed with BBB in my first complaint. They need to provide emails otherwise they are lying. I never gave them permission to pull my credit. And I know that because they have not gave me a loan offer to agree with to have pull

   

  Also I have never once talked to a ***** management. Tell those clowns to get their facts straight. I've only spoke with ***** and ************************* ??

   

  Now that sound is lying when they know for a fact I didn't give them consent to pull credit I am now suing for 600k ***********************;

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  AVOID! Despite having diligently paid off 95% of my auto loan, Sound Credit Union unexpectedly repossessed my vehicle. Furthermore, the encounter with their representative, ****, left much to be desired in terms of professionalism and courtesy.As a loyal member of Sound Credit Union, I expected a certain level of transparency and fairness in their dealings. Regrettably, this was not the case when they repossessed my vehicle despite my auto loan being nearly fully paid off. The lack of clear communication and warning before initiating such drastic action was highly unexpected and left me feeling frustrated and betrayed. This incident has significantly tarnished my perception of the credit union's commitment to its members' financial well-being.My interactions with ****, a representative of Sound Credit Union, were marked by her consistently rude and unprofessional behavior. Throughout the process, she exhibited a complete lack of empathy, failed to provide clear explanations, and often seemed disinterested in addressing my concerns. Her dismissive attitude and abrasive demeanor were both surprising and disheartening, leaving me feeling unsupported and undervalued as a member of the credit union.A fundamental pillar of any reputable financial institution is the provision of exceptional customer service. Unfortunately, ********************** fell short in this regard. The absence of proactive communication, adequate explanation, and genuine efforts to resolve the issue further compounded my disappointment. Regrettably, my experience with Sound Credit Union has been unsatisfactory. I sincerely hope that Sound Credit Union takes these concerns seriously and implements measures to improve its customer service standards, ensuring that other members do not have to endure similar frustrations.

  

  Business response

  06/02/2023

  We are currently reviewing the complaint in order to provide an adequate response. Thank you. 

   

  

  Business response

  06/12/2023

  Please see the attached response. 

  Customer response

  06/13/2023

   
  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

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was called to the sound credit union at 2020 s ****************************************************************..after I signed a check over to my mother a government check after I was hospitalized.because my mother had **** buying me cigarettes everyday..and all my personal need for last six months giving me 200 buying me *************** ..helping me pay fines ..so I went into the sound credit union in *********** **********..to meet my mom.there after the branch manager was trying to say the check was stolen ..she was trying to get my mom arrested for no reason so I came to the sound credit union branch I'm *********** **********..and gave the older white female branch manager my identification card and social security card..Then she started asking my mother personal questions why did she help me and real personal questions why my sister helped me why I signed the check over to my mom..my mom then write her a note telling her that I tried to commit suicide in public after I cut my **** open and was hospitalized..and then she taking to another person on the phone who works also for sound credit..then it becomes a joke a laughing matter that I am a black man and suicidal..then she started to ridicule me my.mother and my sister as to why they help me out living situation.in the bank branch then she locks my mother account for her own personal reasons..then she puts that my mother debit card is stolen after they give her a new one so she can't use it..then she decides to unblock my mother's account...puts her name on the account then tells other branch employees that no one else can work on this account but her..we had came to the bank twice that day...then she starts saying no one can write a check to my mother that's illegal..and that it was illegal for my mom and sister to help me ..the check is **** ..a government check so it's legal made out to my mom from me to her..but the branch manager said she's keeping it I can't have it or my mom..she later then calls the police on us..

  

  Business response

  06/12/2023

  Please see the attached response. 

  

  Business response

  06/13/2023

  Please see the updated attachment. 

*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. ↩