ComplaintsforUW Credit Union

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a checking and savings account at my school, ***************, and the rep at the school did not inform me that I had a reserved line of credit for by debit card. I was using the card with the knowledge that if I did not have enough in my card, it would be declined. I use the card for small transactions, and I accrued a negative balance of ***** when it kicked in. Also, I never received a notice that the credit line was activated. I only received a past due balance notification.

  Business response

  04/15/2024

  Thank you for your membership and for bringing your concerns to our attention. A summary of how we addressed the issues raised has been sent in a letter dated April 12, 2024 to your home address. If there is anything else we can do for you, you may always contact us by calling **************. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a mortgage with UWCU for approx. 15 years on a home I sold on 11/2/2024. I held an escrow acct. with UWCU to pay taxes and ins. When I sold the home, the escrow was to be disbursed to me. A doc. dated 12/4/2023 from UWCU shows that in Nov., the escrow account was zeroed out by UWCU with the transaction listed as **** Refund", presumed to be escrow refund. By then I had already put in a forward add. to **** to ensure all mail would be forwarded to my new add. I decided to ask as to the whereabouts of this money/check on 12/27/23 since I had not yet received it. I was told that it can't be simply transferred into my UWCU acct. and that a check would need to be issued and mailed. They said that issuing and mailing a check could take up to ***** days and they couldn't tell me if one had been issued at this point in time. The suggested I wait longer as if I had them start the process over it would re-start the ***** day period, surrendering all the time that had already surpassed. I took their suggestion and waited longer. I also learned that even though I had updated my address with UWCU, that was not sufficient w/ the UWCU Mortgage Services, and I would need to submit a paper form with them as well. I submitted the form via mail in Dec. I called UWCU again in Jan. and they said it didn't show the check had been issued and they now suggest a reissuance with the ***** day window restarting. I agreed to this and again waited. I called again 2/29 to determine the status of this check. Again they couldn't tell me if it had been issued, but suggested I wait until 3/14/24 and call them again. I called back 3/18/24 they said no check had ever been issued. 2 customer service supv. assured me this would be expedited and the check would be 2 day air w/i 5 days. It is 4/3, 5 MONTHS after the **** refund" and I still don't have my $5120.56. Today they say check was 2 day aired to my old add. even though they have my current add. I req'd new check again today

  Business response

  04/15/2024

  Thank you for your membership and for bringing your concerns to our attention. We reached out to you and discussed your concerns on April 5, ***************************************************************************************** a letter dated April 12, 2024 sent to your home address. If there is anything else we can do for you, you may always contact us by calling **************.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account ********** WISCU Account Number: **********Sincerely,*****************************

  Business response

  01/26/2024

  Thank you for your membership and for bringing your concerns to our attention. We attempted to connect with you and have not heard back from you. We have reviewed your complaint and summarized how we addressed your concerns in a letter dated January 23, **** that you should receive at your home address.You can always contact us by calling **************. 

• Initial Complaint

  01/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2019 I bought a car in June and didnt receive a payment book until August of 2019,I made my first payment in September of 2019. The next month October I made my next payment and set-up bi-weekly payment and pay half a payment in the middle of the month. The next month the Credit Union took a half payment and didnt take another payment the rest of the year.The Credit Union sent me a letter saying my payments for November and December were late and sent the information to the credit bureau and charged me a late fee for the two months and never said anything about a late charge for a August 2019 payment that was not paid.I didnt receive a payment book until August of 2019. If there was a missed payment why was it not mentioned when I received the letter dated December 27, 2019?I paid a full payment in October and then a half payment in the middle of October so I should have always be a head of the payments.I made the payments for November and December 2019 to catch the payment up.But the Credit Union took a half payment out in November 1 2019.Now the Credit union have been charging me a ten dollar late charge every month since 2020 saying I was behind and I have biweekly payments automatically coming from my account. This ********************************************* never sent me anything showing figures pertaining to the account.I when to the ********************** to ask for a balance and saw all these late charges and couldnt believe what I was seeing. I talked to a manager and he told me I never pay my August of 2019 payment. This wasnt true, and he told me I needed to catch the account up so I pay the balance of the remaining balance for the August 2019 payment, if this was the case when I received the letter in December of 2019 why was it not mentioned then ? I would like a full refund for all the late payment. Bi-weekly auto payments and late payments dont go together makes no sense to me. This Credit Union is ripping people off. I couldnt get refinanced to a better rate because of Uw cr.

  Business response

  01/24/2024

  Thank you for your membership and for bringing your concerns to our attention. We attempted to connect with you and have not heard back from you. We have reviewed your complaint and summarized how we addressed your concerns in a letter dated January 16, **** that you should receive at your home address. You can always contact us by calling **************. Thanks so much for your continued membership. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a personal loan with UW Credit Union and they have banned me from coming to their branches when I was not disorderly in any way. I asked them for all of my ACH forms that I have filled out since I started this loan with them and they refused to turn them over and told me I needed to leave and would not return the $210 I had just made for a payment on their account. I have filed a discrimination complaint and a lawsuit due to the fact that they are defaming and slandering me and discriminating against me. I think they are putting negative things on my credit report when the November 2023 statement showed I was current.

  Business response

  12/24/2023

  Hello ****************, 

  Thank you for bringing this issue to our attention.   We have been in contact with you via communications with individuals specifically assigned to your case.   If you continue to have additional issues or questions, please follow up with the credit union representatives assigned to your situation. 

  Thanks again, 

  UW Credit Union 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 19, 2022 I cashed a check legitimately in put it in my former bank account. On September 23, 2022 I got a message from uw credit union saying the check was canceled. How do You legally authorize a stop on a legitimate check after it was cashed days before. I did not deposit the check I cashed it and then put it into my account. I want an investigation as I'm not at fault or responsible for any cancelation fees or paying back the check. Uw credit union should not have authorize the check to be canceled as it was cashed Legitimately and not deposited until after it was cashed. This is legally not how the policy or protocol works. I would like to speak to uw credit union's legal department immediately on this matter and have this taken off my name and credit report. I do not acknowledge fault on my put and I don't want my former bank account back I only want to remove the fee's and collection from my name as I did everything legally.

  Business response

  10/19/2023

  Hello *******,

  We appreciate you bringing this issue to our attention. We connected with you on October ************************************************************ the future by calling **************. Thank you for your membership. 

  Customer response

  10/25/2023

  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.
  
  [On October 13th, ********************************** to ask my side of what happened. I explained I pulled up to the drive through at UW credit union to deposit my check. I was told by a teller that the check will be placed on a hold over a week or more. I didn't want to wait so I declined depositing the check. Before I was about to leave I was told by the teller I can cash the check and that there was no hold but I can only cash my check in person. So I pulled out of the drive through and parked then went inside the credit union and cashed the check on September 19th, 2022. Adter cashing the check I wanted a money order to pay housing assistance SDC their portion so the teller who cashed the check informed me that I can get a cashiers check at no extra fee. I then placed the cash from the check I cashed in my account and got a cashiers check made out to SDC housing assistance and left. 5 days later on September 23rd, 2022 I received a message in the credit union app that the check was canceled. After explaining this to the lady representative who contacted me on October 13th, 2023 I told her I'm not at fault and the company at fault was my former landlord Parkeast ************* which I filed a case and went into mediation with. The representative asked if a copy of mediation can be sent to her by email. I sent her a copy after she gave me her information. The representative told me that she must respond back to BBB and I said that is fine. I haven't heard from the representative since this call. I would like to see this matter be resolved by my name being cleared from this as I do not acknowledge fault in the matter. ]
  
  Regards,
  
  ****************************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a prejudice institution don't let the people of color in all the adds fool you. I have had an account for 20 years, I make over 6 figures and I was denied on a ****** dollar loan. These people should all be disgusted in themselves the bank is full of peons that have no power in life. They take there limited roll in customer service and treat people horribly. What is the point of having an account at an institution for 20 years when they treat you like a *** off of the street. I can't wait to close my account and do all of my buisness with USAA. I graduated from a UW system school.have an account for 20 years and get denied for a loan that's ***** percent of my income. I work for the government and I have my own buisness. It's a shame these people mascsrade as a community institution. They are a complete joke unless you leave it to beaver when you look in the mirroelr ***** far away from this institution full of clowns. Be great if someone could explain why they don't just come.out and name themselves the biased prejudice university credit union.

  Business response

  05/02/2023

  Thank you for your long-standing membership with the credit union.   We have reached out to you by phone to discuss your complaint and your experience with applying for a loan.   We will follow up with you in a letter to your address on file. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Through a phone call at about 4:30pm on January 6th, I requested information from UWCU regarding a letter dated December 29th, 2022 and an e-mail sent with that letter as an attachment dated January 6, 2023. Specifically, I advised that a supervisor would be needed to help me. UWCU indicated that I would be transferred to a supervisor and it would be "just a minute". They checked in with me at least three times, but were unable to contact a supervisor. After the third time checking in with me within about 5 minutes I was placed on hold for a very long time, over half an hour. I was placed on hold for an unacceptably long time and the expectation for a hold time that would be any close to that was not made clear. The time on the line was over 49 minutes, almost the entirety of the time on hold. After 49 minutes I was transferred to a survey line and disconnected. I am unable to speak with somebody to address my concern. This is unprofessional and my issue I called to address remains outstanding. I felt ignored and believe that this correspondence was unprofessional. This causes me a lot of stress because I have trusted this Credit Union to be responsible for a lot of my money.

  Business response

  01/18/2023

  Thank you for bringing your concerns to our attention.   After reviewing your complaint, the credit union has been in touch with you by phone to address your concerns and we have summarized those discussions in a letter dated January 17, 2023, that you should receive at your home address.   Thanks so much for your continued membership.

   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Loan Number: ********** We have tried to recast this loan for over 2 months with awful customer support and policy to streamline this. UW CU has lost letter(s) that have been sent multiple times and keeps refusing to recast the loan. The current process to do this is extremely dated and is not functional. The process is broken, and it is impossible to find someone actually to help us solve this problem.

  Business response

  11/28/2022

  Thank you for bringing your complaint to our attention.   After reviewing your situation, it appears that you are having trouble collecting notarized signatures from individuals in two different locations.  We sent you instructions on obtaining those signatures in a letter dated October 20th, 2022.   If you need additional help in getting those documents signed, please contact us at **************.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, in April of 2019, I opened up an HELOC with the University of ******* Credit Union. I made payments on this and was able to do this successfully until such time as the pandemic began in March of 2020. I was employed as a substitute teacher in the ******* ** school district. At or around March 2020 schools throughout the state of Wisconsin were closed through executive order. I filed for unemployment and did not receive benefits until a year later, I was issued at least one 90. day late, and 3 30 day lates in November and December of 2021 and March of 2022. In April of 2021, I graduated from ******* University with an MS in Clinical Mental Health Counseling and applied for a Wisconsin state training license. I had an oral agreement for employment upon receipt of my training license, however, I did not receive my training license until a year later in May of 2022. I started work counseling in June of 2022.I have been seeking out a Home Equity Line of Credit with Cashback for a family emergency. Many times I had been notified of these 3 30 day lates from UWCU. I have worked with MS ********************** recovery agency since March of 2022. Currently my ********************** rating has improved by 100 points.Last night, I spoke to a loan processor and expressed my frustration about the 30 day lates. The loan processor informed me that during the pandemic there was a government program to help folks. I had not been made aware of such a program from UWCU. I also was not given the opportunity to make any kind of payment arrangements. I called and was called many times and spoke to their collection's office many times. I informed them of my circumstances and was told that notes would be added to my account. I was told they never were. I have asked for good will removals, statements, and access to my online records at UWCU and been denied. I request removal of 3 30 day lates and one 90 day late from my ********************** record.

  Business response

  09/21/2022

  Thank you for bringing your complaint to our attention.   After receiving the complaint, we were able to contact you by phone and resolve the issue to your satisfaction.   We will also mail you a summary of the action we agreed to take with your accounts for your records.

  Customer response

  09/21/2022

  [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 am very satisfied with the Credit Union's actions to resolve the situation. ****, the collections manager, was outstanding and very helpful.

   

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************

  
  

*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. ↩