ComplaintsforCapital Credit Union

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had made a credit card payment from what I thought was my savings account, *********** money was withdrawn from my checking instead, ******. This was not my plan and resulted in from my math $195 in overdraft fees as I was not planning almost $2,000 to be pulled from my checking.The bank account I have in file with my credit card company clearly states for the money to be pulled from *******. I called Capital and they said 20******000 is my saving account number and my account number is *******. I have never had this issue before and have always used ******0 as my savings account number. Even so this ******* number is NOT my checking account number.If the savings account and checking account number are not an exact match to either of my accounts the payment should have rejected not have been pulled from a non matching account.

  

  Business response

  09/20/2024

  Our branch manager was able to speak to the member on 9.20.24. Fees were refunded 8.28.24. He understands what needs to be done on his end and plans to use the full account numbers in the future.  He was very nice, calm and stated he the matter has been resolved. Thank you.

  Customer response

  09/20/2024

  [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 appreciate Capital seeing my side. Their explanation made sense. I have been using the same numbers for decades and am actually surprised this issue hasnt happened sooner considering the circumstance.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My debit card was turned off due to suspicious activity. When I called to let them know I made the purchase, the lady was extremely rude & ended up hanging up on me. This is not the first time I have encountered rude old ladies in the call center for capital credit union. There are also many negative reviews online about the rude ladies in the call center. Later in the day I received an email from a *********************** who asked what the issue was but then ignored me once I told her about the issue.

  

  Business response

  07/12/2022

  The member was assisted by staff members in getting his card set to go after removing the fraud alerts. After calling the contact center a few times, a Branch Manager reached out directly to see if there was anything else that was needed as his call kept being disconnected. The member did not need any further assistance and shared his frustrations.

  Customer response

  07/18/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

   

  It was never explained to me the reason for the business hanging up on me.  Please explain this to me.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We have several loans through the credit union. The credit union put there own insurance on our loans even though we had coverage. After going round and round proving we had coverage we demanded a refund of the money they took from us which added up to be thousands of dollars. The bank had made several promises on dates that we would receive the money back. When we told them that we were paying interest on the money they tacked onto the loan there response was yes you are! They have no care to try and make thinks right. Its been over 3 weeks and they tell us well maybe this day or that day it will happen. They have shown us horrible customer **********************, and claim they are doing business with a 3rd party who they can't get the money back from. We are the ones paying for there bad business dealings.

  

  Business response

  02/10/2022

  We have looked in to this member's loans through our internal system. There are due three refunds tomorrow, which arrive at 1:30 pm. We are only able to process refunds once a week, the information must be verified by Monday of that week to be on that weeks report.
  
  For loan ********** We see she submitted insurance on Jan 27. She is getting a full refund.
  For loan ********** the insurance they provided us with starts on 12/24/21. They have an insurance lapse from 10/4/21. They are getting a partial refund of $209. They will still owe $118 unless they are able to provide us proof of insurance for that time lapse.
  For loan ********** they are getting a full refund. We were provided proof on Jan 27th as well.
  
  Overall, by end of day tomorrow the total *** cost for the member will be $118.
  
  As for interest, members do pay interest on the *** balance as well, however the interest is refunded automatically if they get a full refund.For partial refunds, the interest is not refunded.
  
  Our Consumer Lending supervisor, *****, is more than willing to discuss this with the member, if they would like further details from the department that is handling this scenario directly.

  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. ↩