ComplaintsforSummit Credit Union

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summit Credit Union has found *********** Auto Finance and MG&E under fraud for taking payment under duress, threat, and coercion. For this, they returned the original funds. A few weeks after the incidents with the same two companies occurred again and Summit this time refused to provide my return. Stating they came to another determination. This determination also occurred by an employee who presented bias, and disrespect from the beginning of the investigation. I requested twice for her to remove herself and provide an alternative representative along with a supervisor to which I received no remedy.

  

  Business response

  05/20/2024

  May 20, 2024
  
  BBB
  Re: *************************
  We have been working with ***** on his claim of fraud with *********** and MGE. Because he participated in and authorized the transactions, these are not fraud. The transactions from both merchants posted to accounts in Calebs name. He has been informed that we are unable to process a dispute for the reason under duress and he will need to work with the merchants directly for a refund. 
  
  
  
  ***************************************
  Manager **** Services and Fraud

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last six months, Summit as faulty charging me bad address fee on my account. The address was changed as of 10/4/2023, and have been re-occurring fee every month. Called the support line with no luck and was advised to re-confirm my address on line, done this several times. I have been getting my mail from Summit at my new address with no issue, tax forms and statements arrived to my new home with no correction on them. This is a shady tactic being using by the company to recover fees. I am not worried about the $30 dollars in fees more worried that is is a wide spread tactic. Collecting money from other members with no notification.

  

  Business response

  03/20/2024

  3/18/24
  
  BBB of Wisconsin
  ******************************************************************************************** 53214
  
  Re: *********************** Complaint #********
  
  Dear BBB,
  
  Thank you for the opportunity to address ******************* concerns regarding our bad address fee policy. Summit has received and reviewed the complaint, #********.
  
  In response to the complaint, Summit Credit Union (SCU) attempted to send mail to the members new address that was provided, however, the mail was received back to SCU from the post office, Return to sender, attempted not known. Per the post office, mail was not deliverable to the address provided, and the account was marked as such. If ************** has any questions about why mail was not delivered to his new address, he must contact his local post office.
  
  Notification of the bad address was given on the members monthly statements, which he stated he did receive. If members do not receive their statement, or receive fees they feel are in error, they should contact the credit union.
  
  After conversations with **************, we have refunded the fees incurred, and removed the bad address flag.
  
  If you need further information, I can be reached at ***********************.
  
  Sincerely,
  
  *************************
  Manager Operations Support
  Summit Credit Union
  

  Customer response

  03/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Summit used to be a member-oriented, fair place to trust with your money. They always answered the phone and were kind and helpful. Not anymore! It takes forever to reach someone on the phone, and the people who answer are mean and unhelpful. Not to mention the new predatory fees! Twice in a month, they charged me $28 overdraft fees when my account ******** by only pennies! What kind of interest rate on a $1.00 loan for three days equals $28? That's higher than those predatory payday loan places!The compassion has left Summit; nothing is left but greed, greed, greed!I've been off work due to cancer for the past 7 months. Money is tight, and Summit's overdraft fees have literally made it impossible for me to buy food for the rest of the month.I will be moving to another bank that doesn't prey on its customers!

  

  Business response

  02/16/2024

  Dear ****,
  
  Thank you for reaching out and providing feedback regarding overdraft fees and how they are assessed.
  
  Overdraft Fees are assessed on accounts when members use more money than what they have available. There are times that we can extend fee refunds as a courtesy. In 2023, you were offered and received $224 in fee refunds. This means that of the 13 fees that you were charged, 8 of them were refunded.
  You have been offered financial guidance and coaching on how to avoid overdraft fees. During those conversations, it was recommended that you opt out of the ability to overdraft your card, which you declined, thus allowing your account to become overdrawn and a fee charged when that happens. Additionally, assistance was offered to aid in the setup of alerts for when the balance gets below a certain threshold. This offer was also declined.  
  
  While I understand that there is concern regarding the dollar amounts that cause the overdrafts, perhaps now would be a good time for us to connect you with a lender, at your convenience, who can review your individual situation to see if there are ways in which we can aid in saving you money.
  
  Thank you again for reaching out, and we look forward to continuing to serve you as a member.

  Best,

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

  Assistant Vice ******************* Services 

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

   

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Your response does not address my concerns and none of your options are satisfactory. Let me explain why
  

  Imagine less than a $1.00 discrepancy causing an overdraft. If I agree to allow the bank to decline payment, my electricity could get shut off over a $1.00 discrepancy. Does that punishment seem to fit the crime to you? If you do pay the charge and it overdrafts my account by less than $1.00 you will charge me a $28.00 overdraft fee. Now let me see, how high would the interest rate on a $1 loan for one week be for the interest to equal $28? (Loan Shark?)
  This stuff doesnt happen to people who are fortunate enough to keep a cushion in their checkbook. So basically you are preying on people who are either poor, or irresponsible, or just bad with numbers. Personally, I am the former due to health issues which I will not go into, but I am on Disability. Whatever the circumstance, $28 in compensation for a $1.00 loan for a week is sheer robbery! LOAN SHARK LEVEL!

  And how do you figure that refunding them is a courtesy if the member was a victim of unauthorized charges??? 

  Im sure you will continue with this practice since Im guessing its very lucrative! But one day the ************************************ will shut this extortion down! 

  Oh, and consider your institution added to the many Class Action suits against unfair overdraft fees!

  
  Regards,
  
  ***************************

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Summit Credit Union is reporting negatively when December 2023 is the first month I have been late with them. They have locked me out of my online account and will not turn over my bank statements for a vehicle loan.

  

  Business response

  01/04/2024

  1/4/2024
  
  BBB of Wisconsin
  ***********************************************
  *********, ** 53214
  
  RE: Complaint filed by ***************************, BBB Complaint #********
  
  Dear BBB,
  
  Thank you for the opportunity to address *************************** (*******) concern regarding her ** loan with Summit Credit Union (Summit). Summit has received and reviewed the complaint, #********.
  
  In her complaint, ******* states Summit has reported her negatively with the credit bureau for December 2023. The ** is reporting as a voluntary surrender, which is correct. ******* is currently due for her 11/12/2023 and 12/12/2023 due dates. Research indicates that her most recent automatic payments sent from her other financial on 11/8/2023 and 12/8/2023 were returned; first due to non-sufficient funds, and the second due to her account being frozen.
  
  ******* also mentions being locked out of her online account, and not receiving statements. ******** account is set up to send her paper statements monthly. Statements can also be obtained via online banking at no cost. Further research indicates that ******* has not attempted to log in to online banking since approximately August 2023. If she is in need of assistance, she is welcome to make an appointment with Summits branch manager at the headquarters or **************** locations.
  
  In her complaint, ******* states her desired resolution is for her credit to be corrected, and for financial settlement. Summit cannot change her credit report, as it is reporting accurately per the ***** Regarding a financial settlement, Summit has not received a settlement offer from ******* for the deficiency balance on the **.
  
  In conclusion, Summit has completed its investigation of ******** claims. At this time, Summit Credit Union considers this matter resolved.
  
  Thank You,
  
  *********************
  Assistant *********************** Solutions
  1709 ***********
  ***************** 53527
  **********************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled my line of credit without any notification. They are a fraudulent company with no human customer service. The second I paid my ********************** card off fully after 1 year they cancelled it without notice.

  

  Business response

  12/08/2023

  Dear BBB,
  
  Thank you for the opportunity to address ******************** (******) concern regarding his line of credit with Summit Credit Union (Summit). Summit has received and reviewed the complaint, #********. The history of the line of credit in question is as follows:
  
  On 12/1/2021, ****** and *********************** were approved for a credit card through Summit.
  
  On 10/27/2022, the credit card ending in **** was reported stolen. That card was closed, and another was issued ending in ****.  
  
  On 12/7/2022, credit card ending in **** was reported as lost. That card was closed, and another was issued ending in ****.
  
  On 6/8/2023, credit card ending in **** was reported as lost. That card was closed, and another was issued ending in ****.
  
  On 5/29/2023, a payment of $495.00 was made to card ending in ****. After the new card ending in **** was issued, there were no payments made until 10/23/2023. Research indicates that payments were made manually, through transfer, by the members.
  
  Contact attempts occurred regarding non-payment on:
  
  8/9/2023 letter sent to the home address on file
  8/15/2023 email sent to the email address on file
  9/2/2023 phone call attempt to the number on file
  9/6/2023 - phone call attempt to the number on file
  9/7/2023 - 9/9/2023 - phone call attempt to the number on file
  9/11/2023 9/16/2023 - phone call attempt to the number on file
  9/18/2023 9/19/2023 - phone call attempt to the number on file
  9/21/2023 9/23/2023 - phone call attempt to the number on file
  9/25/2023 9/27/2023 - phone call attempt to the number on file
  9/29/2023 - phone call attempt to the number on file & email attempt to the email address on file
  10/18/2023 - phone call attempt to the number on file & email attempt to the email address on file
  10/18/2023 notice of right to cure default & adverse action (which informs of credit revocation) letters were sent to the home address on file
  
  On 10/23/2023 the right to cure default was cured. It is Summit policy that once a line of credit is revoked, it stays revoked until the debt is paid in full. At that time, a member can reapply for another line of credit.
  
  In his complaint, ****** states his desired resolution is for his credit to be corrected, that he be contacted by Summit, and for the credit card line of credit to be reopened. A copy of this complaint response will be sent to ******. Unfortunately, Summit is not able to comply with the requests to correct credit and reopen the credit line. Summit Credit Union must follow the Fair Credit Reporting Act (FCRA), which requires that accurate information is reported. The line of credit was revoked only after multiple contact attempts were made, via different avenues, to the contact information on file received from the member. If the contact information on file was/is no longer correct, it is the responsibility of the member to update Summit with the new contact information.
  
  Therefore, the credit card line will remain revoked, and credit reporting for ****** and ***** will remain as is, until such time when they will be removed according to the ***** ****** and ***** are welcome to apply for another credit card or other line of credit at any time.
  
  In conclusion, Summit has completed its investigation of ******* claims. At this time, Summit Credit Union considers this matter resolved.
  
  Thank You,
  
  *********************
  Assistant *********************** Solutions
  1709 ***********
  ***************** 53527
  **********************

• Initial Complaint

  10/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a credit card, which they made me jump through hoops to apply. I had to submit paystubs, W2s, a picture of my license, they even had to reach out to my employer for verification. Then after doing all that AND them running a hard inquiry on my credit report, I get told I have to apply for a membership. Again for the membership I have to submit my license. I then get told I need to go on a video chat to verify my identity. After all that - and a hard inquiry on my credit report!! I get an email saying they dont have the technology to verify my identity, without me coming in person. When I inquired further to see if I could appeal, I was given a backstory about myself that was not me at all that I was separated and wanted a line of credit for myself. They should make you apply for membership before running a hard inquiry.

  

  Business response

  11/07/2023

  Dear BBB:
  
  Thank you for the opportunity to address ******************* (the Applicant) concerns regarding their recent experience applying for a credit card with Summit Credit Union.
  
  On 9/24/2023, the Applicant completed an online application requesting a credit card with Summit Credit Union. With the submission of this application, the Applicant agreed electronically to have their credit report pulled. The credit card application was approved and we began working to clear the stipulations required to proceed. Once the stipulations had been cleared, the next step in our process is to establish membership with our organization. As a credit union, it is required that membership is established, before we can provide our products and services. In this case, we were unable to get your membership established, which prevented us from proceeding with finalizing the credit card.
  
  As part of our membership process, we are required to verify the identification of the applicant.  In this case, we were unable to satisfactorily identify the Applicant.  This application was escalated and reviewed by a Manager, who agreed that we would be unable to open the new membership due to the inability to identify the Applicant.
  

  Summit Credit Union considers this closed.

  Thank you,

  Nic ********

  Member Relations Manager

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for the credit union in *********, they did not give me that option to select. I wanted to do a wire transfer through the credit until to purchase a house. As everyone knows in this market it needs to go smoothly. I was into the bank 6-7 days in two weeks to make sure the process went smoothly. I talked to at least 3 people, each assuring me that the money would be transferred. They also made promises like they would call me back the next day to confirm. Each day, the employee failed to call so after work I had to go back. Again, given same promises. They knew the closing was happening at 8 am 9/15/23 and all promised it would happen. At 5:45 pm the night before the realtor called and said no money. So I hopped on the phone and called and was on the phone on hold for 20 minutes before being notified it was closed. Long story short other offers can be approached now due to banks incompetence. If I lose the house I have legal recourse. But I wanted the house and I should not have had to return as many times as I did to make sure employees did a basic job.

  

  Business response

  09/21/2023

  September 20, 2023

  Hello ****************,

  I am writing in response to the complaint filed with the Better Business Bureau on 9/15/2023. Summit Credit Union (SCU) anticipates this response addresses the concerns noted in complaint #********.

  The concerns addressed in your letter state that the member service provided to you at the ********* Branch was unacceptable and caused additional stress to your home purchase. During this interaction, you were told by multiple Summit Credit Union employees that the wire transfer you were transacting for the purchase of your home would be sent to the title company in time for your home closing. It was not, and we would like to apologize for our error. 

  Per our phone call on 9/19/2023, you shared that although the wire transfer arrived late, you were able to close on the purchase of your home on 9/15/2023, as originally planned. We also discussed how we could resolve this concern and you shared there was nothing more we could do. Per your complaint you stated that a desired settlement would be correcting your credit report. I can confirm that this transaction with Summit Credit Union has had no impact on your credit report. 

  Given this situation resulted in lack of clarity, additional time spent on your part, and a subpar service experience, we have mailed you a $50 gift card to hep decorate your new home, as a thank you for allowing us the opportunity to respond. We thank you for your membership.

   

  Sincerely,

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

  AVP-Retail Branches

  Summit Credit Union

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently dispute inaccurate information on my credit profile regarding Summit Credit Union. Summit Credit Union requested Experian to re-investigate the dispute that was already deleted due to inaccurate reporting. Experian put the negative item back on my credit profile. This is a clear violations of my rights and the FCRA.I called Experian and provided them with dispute #**********. The lady told me by law she couldnt dispute the account again and to call summit credit union. She also told me not to be so worked up because this account drops off my ********************** report September 2023. I ask ******* to provided me documentations of the investigation and her responses was she didnt have documents to provide me. She only went by Summit Credit Union response to put the negative item back on my report until it falls off in September.

  

  Business response

  08/02/2023

  8/1/2023
  
  
  BBB of Wisconsin
  ***********************************************
  *********, ** 53214
  
  RE: Complaint filed by *****************************, BBB Complaint #********
  
  
  Dear BBB,
  
  Thank you for the opportunity to address ***************************** (*******) concern regarding his credit report tradeline with Summit Credit Union (Summit). Summit has received and reviewed the complaint, #********. It is unclear which specific debt ******* is referring to in his dispute. Therefore, all three (3) will be addressed in this complaint response.
  
  On 1/6/2014, ******* was approved for a credit card through Summit. Due to non-payment, the credit card was revoked on 12/08/2016, and then charged off on 5/25/2017.
  
  On 2/8/2014 ******* took out an overdraft protection line of credit. Due to non-payment, the overdraft protection was revoked 12/8/2016, and then charged off on 4/25/2017.
  
  On 2/2/2015, ******* took out an unsecured personal loan. Due to non-payment, the personal loan was charged off on 12/20/2017.
  
  Since the time the above debts were charged off, ******* has filed multiple false ID theft ********************** dispute claims. Each claim was investigated and responded to timely with accurate information.
  
  Summits history of the above-mentioned debts shows conversations with ******* on:
  
  7/17/2015 - to apply for a credit card limit increase.
  3/17/2016 regarding his blocked debit card due to loan delinquency.
  4/22/2016 to discuss his delinquency and made a payment to the personal loan.
  8/15/2016 to make payment arrangements on the personal loan.
  9/15/2016 inquiring about payment options.
  12/8/2016 - regarding his debt payment delinquency and authorized the Summit representative to transfer funds from his share to the credit card.
  12/19/2016 regarding his blocked debit card due to loan delinquency.
  6/14/2017 to discuss his loan delinquency and options.
  6/27/2017 to confirm payment arrangement on loans.
  
  On 7/17/2017, the personal loan was sent to Summits ********* attorney firm in pursuit of a money judgment. Money judgment was obtained by Summit against ******* on11/19/2021.
  
  In his complaint, ******* states his desired resolution is for the tradeline in question to be removed from his credit report. Unfortunately, Summit is not able to comply with this request. Summit Credit Union must follow the Fair Credit Reporting Act (FCRA), which requires that accurate information is reported. The personal loan debt was validated through the money judgment process. Prior to the debts being charged off, there is sufficient history of ******* making payments and arrangements on all three debts: the personal loan, the overdraft protection, and the credit card. Therefore, all three debts must remain on Derricks credit report until such time when they will be removed according to the FCRA.
  
  In conclusion, Summit has completed its investigation of Derricks claims. At this time, Summit Credit Union considers this matter resolved.
  
  Thank You,
  
  *********************
  Assistant *********************** Solutions
  1709 ***********
  ***************** 53527
  **********************

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summit Credit Union is holding a vehicle of mine and says I have to pay $3400 to get it back. I have tried to take out a small loan but was not able to get approved in time for yesterdays deadline. I have been making my payments all along but the fees they are labeling as repossession fees. They said they are going to take those fees no matter what. Their attorney has avoided contact with me for 2 months with questions I have had about my vehicle and the bank will not talk to me. I have been unsuccessful in getting an attorney also. I have called several around the state. I surrendered my vehicle to them asking them if they could help me sell it since I had a lien on it with them and Summit Credit Union staff has been very rude to me especially the legal counsel supervisor, *******************, and ***.

  

  Business response

  07/27/2023

  7/26/2023
  
  *****************************
  ACP 5749
  ******, ** 12201
  Phone: ************
  Email: ***********************
  
  Dear ****************,
  
                  We received your complaint from the Better Business Bureau where you made inquiries relating to your ** account at **********************.  On 6/14/2023 you were sent documents about the redemption process for the **.  These documents outline the formal agreement between you and Summit Credit Union for the **.
  Any questions related to the ** can be directed to Attorney ***********************, ************, *********************. 
  
  
  Thank you,
  
  
  
  
  *********************
  Assistant Vice President of Retail Branches
  ******************
  ************************************************************

  Customer response

  07/28/2023

  I am attaching documentation for my case with Summit Credit Union. They are labeling as a repossession and impounding the vehicle, which that is not the correct terminology for this situation.

  
  

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not agree and they breached a contract.

  
  Regards,
  
  ***************************

• Initial Complaint

  06/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I took out a loan with this company, they gave me the loan with the documents that I submitted. Then asked me to resubmit several times. Now they are charging me over $2,000 for insurance that I already have a provided insurance to them for. They keep telling me they did not get it. I went to the branch, and they still have not accepted the insurance.They are refusing to allow me to pay off the loan in full to remove this problem and instead telling me in order to pay off the loan I need to pay off the years' worth of insurance with them, which is almost double what I pay with my insurance company.I sent the proof of insurance via there secured app, via email, and via docusign several times, as well as calling the two parties to connect.

  

  Business response

  07/10/2023

  7/6/2023
  
  
  BBB of Wisconsin
  ****************************************************************
  *********, ** 53214
  
  RE: Complaint filed by ***************************, BBB Complaint #********
  
  
  Dear BBB,
  
  Thank you for the opportunity to address ****************** (Lemaria) concerns regarding her insurance policy and her vehicle loans with Summit Credit Union (Summit). Summit has received and reviewed the complaint, #********.
  
  On 1/13/2023, ******* took out two auto loans through Summit, a 2021 *** ****** and a 2011 **** Edge. On that date, ******* signed the Proof of Insurance Action Required form. By signing this form, ******* agreed to provide proof of insurance via a declarations page that includes the following:
  
  -       Name of the borrower
  -       Summit Credit Union listed as lien holder/loss payee
  -       Comprehensive coverage with a maximum $1,000.00 deductible
  -       Collision coverage with a maximum of $1,000.00 deductible
  -       Proper vehicle information
  -       Policy effective as of 1/13/2023
  
  This agreement also states that if Summit does not receive this information within thirty (30) days of signing, a policy protecting the credit union will be ordered at her expense (force place insurance). The agreement goes on to state if a policy is added on her behalf, her monthly payments could increase.
  
  On 1/19/2023, Summits insurance tracking company received her insurance ID card, which is not an acceptable form of proof of insurance and therefore denied. Subsequently, contact attempts by Summit were made to Lemaria:
  
  -       Phone call attempts on 1/31/2023, 3/16/2023 (spoke with *******), 4/26/2023, 6/23/2023 (spoke with *******), 6/30/2023 (spoke with *******), and 7/5/2023.
  -       Email attempts on 1/24/2023, 2/7/2023, 2/21/2023, and 6/22/2023
  -       Letters sent on 2/7/2023, 2/28/2023, 3/23/2023, and 5/16/2023
  
  In her complaint, ******* states her desired resolution is for a billing adjustment. Unfortunately, Summit is not able to comply with this request. ******* signed the Proof of Insurance Action Required form for both the *** and the ****, which lists Summits requirements for insurance. Lemaria has not provided the correct documentation, and therefore, Summit cannot remove the force place insurance. If ******* wishes to pay the vehicle loan(s) in full, that balance will include the force place insurance at this time. If not, the billing can only be adjusted once proper documentation is received.
  
  In conclusion, Summit has completed its investigation of Lemarias claims. At this time, Summit Credit Union considers this matter resolved.
  
  Thank You,
  
  *********************
  Assistant *********************** Solutions
  1709 ***********
  *************, ** 53527
  **********************

*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. ↩