ComplaintsforAltra Federal Credit Union

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Incident: March 09, 2022 Amount Disputed: $14,500 Complaint:I am writing to file a formal complaint against ALTRA FEDERAL CREDIT UNION for an unauthorized transaction of $14,500 on March 09, 2022. I did not authorize this transaction and believe it may be the result of identity theft. I have not taken out any loans or credit in this amount and request an immediate investigation into this matter, a removal of this transaction from my account, and prevention of future fraudulent activities.

  Business response

  07/02/2024

  ********************* did an indirect auto loan at a dealership in *********, ** on 3/9/22 for $14,999.81.  This is likely the transaction reported on her credit report.  There is no evidence of fraud on her account.  We do have the documents she signed for the loan in our files, so we don't believe there is any identity theft either.  Plus, the dealership would have verified her ID as the indirect paperwork includes a picture ID.  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/20/24 I deposited a check as an Altra Credit Union member at the kiosk at the ********** branch from another Altra customer. The money was immediately available. On Monday 4/22/24 the check now said $2000 hold. The person I received the check from for a camper was being odd so I stopped in bank. The bank told me they could not stop the check and if it cleared on Tuesday night 4/23/24 that it was not reversable. On Wednesday the checked cleared. I then paid several bills. On Saturday 4/26/24 Altra reversed the check and took money from a different personal account of mine with no contact. **** has given me a different response each manager I talked to and is friends with the person who blocked check. They went into an account without permission and gave me wrong information each time I asked to try to protect myself.

  Business response

  05/24/2024

  We have personally contacted ****************** about this situation and recommended he contact the local authorities.  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my Job and got with my Bank Altra and asked that they consolidate my credit card and loan and if they could make a smaller payment so that I could still afford it until I found a job and did not want to go negative. After being a customer several years, paid off 2 car notes with them, purchased my home with them never late on any payments up until I lost my job. And they tell me Im over extended so they could not help me, I was not asking for more loans just restructure and combining of what I currently had with them to not default. So I was not able to make the large payments and now they have put a hold on my Daughters account and trying to take money from her for my debit. I guess they dont realize she is 19 and the account is no longer a custodial account. And what they are doing is illegal. That is my daughters money deposited from her work checks as shown by her deposits, Altra should be ashamed of themselves taking Money from a 19 YO that she needs for her collage and car payment. Altra needs to take the hold from her account. ********************** used to be a great bank, do not do business with them.

  Business response

  04/10/2024

  ******************************* has two accounts with us that are in default that we have been trying to reach him about. Over the past (5) months, we have made dozens of attempts to communicate with himmost recently was yesterday, 4/9/24. He has not responded to our communications. When a members account becomes delinquent, it is standard practice to pledge funds on an individual or joint account in an effort to cure a delinquency.We are unable to lift the restrictions on the two accounts until they are current or a satisfactory payment arrangement has been made. We are unable to approve any additional loans for him until these are brought current.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car crashed and i was not able to fix it. I came to visit my relatives from ** to OH. After i got to OH my car crashed. I was stuck in OH for 1 1/2 year. After 3-4 months I called the bank and told them to get the car. They never sold the car and i was tracking the card through the **** app. My balance never got updated. until I kept disputing with Experian. 15 U.S. Code 1681 Altra Federal Credit Union.

  Business response

  04/08/2024

  
  The vehicle was sold at an auction on 3/12/24 and a letter was sent to ****************** at the address on file with Altra about this. The proceeds from the sale were applied to his loan with Altra on 3/14/24 and his balance now reflects this. His Transunion report reflects this correct balance, but if it not reporting correctly through Experian, he would need to dispute that with Experian. If ****************** has further questions, please contact our Asset Recovery Supervisor, ***************************, at ************. 

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was facing an eviction back in July 2023. I had asked Altra to please send the payment through my checking account and I would pay the negative balance,, as pay day was coming up and I was told that wasnt an option, due to my credit score. Well,, miraculously enough,, that didnt matter on their terms I guess. They let my bank account get to negative $750. Then closed my account. Added the negative balance to my savings account. Now, with the holidays I have zero access to money, as my checks go into the savings account with a negative balance that ALTRA caused. How can they pick and choose what they are going to allow on accounts?

  Business response

  12/06/2023

  Hi ******,
  We understand the frustration caused by having your checking account closed. Because of the negative balance left in your checking account for 45 days, we did have to close the checking. We did send 3 letters prior to doing so, so please let us know if you did not receive those. You do still have a Savings account and an auto loan with us, and your membership is not closed. Please know your direct deposit will be deposited into your Savings as normal. If you are able to pay back the $449.90 loss, we would be willing to refund the overdraft fees and reopen a checking account for you.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My *********** took out a Business Loan in 2008. We were supposed to have 30k put aside in escrow for a future septic system - But we never used the 30k & we were dumb & trusting & we just paid no attention to Altra ADDING the 30k on top of the loan for 337k - now we were paying for 15 years a total of 367k WHEN we ONLY owed 337k!! And all these years, 15 ********** DID NOT get the 30k. Then Altra said we owe 30k more for accrued interest because THEY SAY that they lowered the payments (which we do not recall) AND there seems to be no paperwork. And and they say then that we owe interest from lowered payments. Who would make a payment every month for years & then for years STILL owe more interest (from what they said -WAS a LOWER PAYMENT). We trusted ************* papers & didn't realize that they added 30k for septic on top of the Loan. Now after us trying to sell & asked for a payout, we find this out & they insist we owe this. They need to take off $30 k & some (that we Never received & have been paying for) & pay us back for the amount that we over & illegally paid for over 15 years & take off accrued interest for an obsolete pay agreement (according to them) that we never signed for & have no idea what they are talking about & scamming us!! We feel that there is an embezzlement going on & they are trying to use us to cover on the money shortage. This need to be fixed & they refuse to acknowledge - why?? Because they are crooked!!

  Business response

  07/28/2023

  In response to the complaint issued from ****, we believe this to be inaccurate and false information.  We have been proactive in providing detailed transaction history to **** for all draws made on the subject loan,with all draws going to ***** benefit and use.  We have also provided **** with a great number of concessions over the past 10+ years regarding terms and fees associated with this loan.  **** engaged an attorney that reached out to us in June 2023, to which we also provided all the detailed transaction history.  ***** attorney commented that he has not experienced a financial institution that has worked with a borrower for as long as Altra has,and further commented that Altra has been very good to *********  We will continue to work with both **** and her attorney regarding this matter to provide **** a better understanding of the complete transaction history.  

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Altra was supposed to title my vehicle in *********. They didn't and dropped the ball. I have contacted them and requested contact back via email. They confirmed that they would do that but didn't follow through. His name was *******. ********* there just straight up refused to help at all. They screwed up the titling and then lost my title and refuse to help. I was supposed to sell the vehicle today for $3750 and now I lost that opportunity due to Altra's negligence in the matter. I have attempted to work with them but have not received the same curtsey. So not only do I have to pay the cost, fill out a ton of forms, and all the hassle to correct Altra's mistake from back in 2015 originally, but I now lost a really good deal on my vehicle. I have been a member with Altra for 8yrs and I am super disappointed. Not only for them dropping the ball hard, but the complete lack of customer service provided.

  Business response

  04/18/2023

  **** has a vehicle titled in ********** that had a lien from Altra.  Altra released the lien when the vehicle was paid off and no longer has the title. Altra does not have the ability to change a vehicle title. In order to sell the vehicle, the Wisconsin DMV is requiring **** to provide the title from **********.  **** ****** he does not have it.  Altra provided him with a generic lien release he can give to the California DMV as proof and provided him points of contact.  To correct this, **** needs to work directly with the California DMV.    

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** interest on charge off and still trying to collect it even though they wrote it off on taxes. Reporting inaccurately to Bureaus.charging me for cancellation of service and products when amount should be different.

  Business response

  10/27/2022

  ******* has contacted our credit services manager on 10/26/2022 and reviewed his situation. We explained the loan amount due and interest accrual and have offered him options.  We look forward to working with him on payment arrangements. 

• Initial Complaint

  09/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the fair credit reporting act convergent account # ********** has violated my rights 15 USC **** section 692 a states i have rights to privacy 15 USC **** section 604 A section 2: cannot furnish a account without my written instructions to do so

  Business response

  09/19/2022

  By signing the Joint Credit Intentions Signature section of the Altra Vehicle Loan and Membership Application, Altra refutes **************** claim that we have violated his rights.  This gives Altra the right to pull a credit report and report his payment history to the credit bureaus.  Additionally, since our credit reporting is correct and accurate,we will not accommodate his desired settlement of correcting his credit report.
  
  
  

• Initial Complaint

  12/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a checking account no ********** with ****************** were I have a direct deposit and use a debit card, which is my direct deposit account, and sole account where I do my transactions. I notified of my international travel to Altra via their messaging system on Sept 10th, 2021, for travel starting on Sept 13th, 2021. This was acknowledged by Altra. When I tried to use my card at respectable vendor in *****- Amazon, the card declined. I waited patiently, but the card did not work anywhere. After calling the services department, I got to know that the card has been flagged by their fraud detection team, so after reaching them, I was asked to verify the details of transaction(<$2), and my card was unblocked. I again notified their team of my travel to *****. After this, this incident has happened atleast 20 times between Sept and now, that my card gets declined. Every time, I have to call back to unlock my card, in the process I have heard that my travel notification is noted again (how many times?), and this will not happen. It is so very unfortunate that after declining the transaction, Altra never calls/sends message for verification, but I have to call (on international charges), wait for 20 minutes for the representative. This is like a joke- The fraud department blocks my card for use with a very reputed merchant for a very minor charge, and does not care to connect back to resolve. Overall, my card and hence the account has been rendered useless - this is critical, because I am out of the country, and have no other accounts/debit cards to do my expenses here, except Altra. My money, which comes from my salary is essentially blocked to be used by Altra. I have raised several complaints with their services department both in writing and on phone, but I am forced to reach for help here. Had I been in the **, I would have simply closed this account, transferred my money to other bank & got a new card. I have been given mental harassments by Altra

  Business response

  12/22/2021

  Our top priority is to protect our members against fraud.  We have reviewed the activity on the card and confirmed that the proper procedures were followed.  Travel memos were placed on the card at the time that notice of travel was received.  Any activity that matches current fraud trends or that have heightened fraud scores may still be declined until the activity is validated by the cardholder.  Proper contact was made with the cardholder when suspicious activity was detected.  Outbound calls may only be placed between 8:00 AM-9:00 PM within the time zone of the members address on file.  On those few occasions where the cardholder did not receive immediate contact, it was because the activity in question had occurred outside of this outlined time frame and the contact was scheduled for the following morning.  In those instances, the member was able to contact Cardholder Assistance which is available 24/7 to receive assistance in verifying activity and lifting card restrictions. We have taken measures to decrease fraud monitoring during the remainder of the time that the cardholder is traveling to reduce friction.  We have been unable to reach our member via phone to discuss this, but we have sent a detailed email outlining what actions have been taken and asked that he contact Altra directly if he would like to discuss the matter further.

  Customer response

  12/25/2021

  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.
  
  1. I have been advised that I should directly contact Altra with regards to my complaints. Based on the experience so far, I am very sure I am not going to get any responses from them if I contact them directly, thus I am using this platform. I have attached the response from Altra (attachment #1) telling that they were "unaware" of the issue, and I should have reached the Altra member services. This is not a true statement, because I have had several connects to members services, starting 10th of September, when I notified of my travel which was acknowledged. Please see attachment #3. Then between Sept 13 and Dec 15, I contacted ***** services 18 times, and redirected to member services 8 times on phone. Everytime it was verified that my travel note has been put up both with Altra, and Cardmember services.  Unfortunately, I do not have call recordings of all those interactions, but I have proofs of atleast two of such contacts, where Altra member services simply expressed their inability to help (Attachment #2- email from Altra representative ***************************- Dated Nov 3), or they simply neglected my request (attachment #3, my question which no body even cared to answer in the online system- Dated Oct 12). Hence this is just plain lie from Altra that they are "unaware".Can Altra explain this kind of unemphatic attitude and neglect towards customers?
  

  2. It has also been claimed that everytime the card was declined, i was given a call. I have no way of proving this wrong like the one above, but why would I be concerned if I get the call to verify my transactions. If ***** detection calls can only be given on a particular time of the day, why we even allow the card to be used at other times. This is what exactly happened. How can a banking service be useful if they block your card for the same vendor again and again, and ask you to wait 12 hours to get a call back to verify (if someone is lucky to get it)- meanwhile the customer can just wait and not use their own money. I would like to understand what criterion was used to block my card repeatedly ($$ amount), when I have told several times that I am traveling. I have spent $$ of amount on international calls trying to connect to Altra. Is this the mode of banking the business wants to provide? What is the reason that an immediate text message/call cannot be done, if a fraud is detected(like ALL other banks do), and even on transactions where amount less than $4, and for a trusted vendor. This has resulted in banking service being rendered completely useless. Altra simply mentions we can only call between 8 AM-9PM time,-wow, are we living in the old ages.??
  

  I would like to understand how Altra can defend their false clams of not being aware, and provide any relief to customers for neglect, economic loss, and mental stress and agony. Also, reasons for 12 hour delay in reaching customers, and why it cannot be corrected
  
  Regards,
  
  Deep Gupta

  Business response

  12/28/2021

  We have reviewed the details of all contact made.  ********* and dates of the contact match the timelines that were outlined in the previous response.  On the majority of the activity, outbound calls were placed and messages were left on the phone number on file if contact was not made.  On those few occasions where the member did not receive immediate contact, it was because the activity in question had occurred outside of the allowed time frame and the contact was scheduled for the following morning.  Outbound calls may only be placed between 8:00 AM-9:00 PM within the time zone of the address on file, which in this case was Central Time.  In those instances, our member had reached out to receive assistance prior to the outbound call being placed the next morning after 8:00 AM CST
  
  Cardholder Services is available 24/7 to assist our member with any immediate issues they are having with their card including verifying activity and lifting blocks so that members can continue using their cards immediately, regardless of the time of day.  
  
  An email correspondence was sent to our member from Altras Fraud Manager on 12/20/2021 explaining all of the circumstances and resolutions with a response from our member on 12/25/2021.  We have provided our member with the Fraud Managers direct phone number and email to discuss any future or ongoing concerns.
  
  Per our members request, we have extended the suspension of fraud monitoring from 12/31/2021 to 2/15/2022 to assist in preventing further denials on his card for the remainder of the trip. 
  

*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. ↩