ComplaintsforVerve, a Credit Union

• Initial Complaint

  05/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Only had the card 2 months. They keep calling and texting nonstop under the claim that its a courtesy call but really they are bugging me about payment before its due.. The bill was never part due, and they are calling days in advance reminding me. I keep telling them to stop and no to bother me about a bill before the due date. They keep calling. I asked to speak to a manger to complain today and was on hold for an hour before a manager got on the line. I told the manager today I consider this harassment as the bill is not due yet and I have asked over 4 people in the last 2 months to stop. They wont. In fact, they lied about the nature of the first courtesy call and said they were just letting me know if I paid the first bill on time they would increase my credit limit. This was a lie, after paying I called and they told me it was actually 6 months and it was at that point I realized the nature of these courtesy calls was to harass callers by any means necessary BEFORE the bill is due. What ornt explanation for why I spoke to over 4 different people asking it to stop yet it wont. All of this over a measly $35 credit card payment that you feel you can constanty harass me about before the end due date even arrives. I want this to stop. This is unwanted contact that I have repeatedly asked stop.

  Business response

  05/16/2024

  Dr. ******* filed this complaint in error on the wrong company. He is not a member of Verve, a Credit Union. He is most likely referring to the Veve Credit Card issued by ********************* Services which is a common error.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 8, 2024 I made my December 22, 2023 auto payment. They are reporting it to the credit reports as being 30 days late, it was never 30 days late. I expressed this concern to Verve and nothing was done.

  Business response

  04/15/2024

  To the Wisconsin Better Business Bureau,

  Thank you for contacting us relating to this complaint. We take these matters seriously to ensure we are providing the best service possible to our membership.

  On January 2. 2024, Verve sent a Notice of Right to Cure Default letter to **************** stating his delinquency for his November and December payments. The payment **************** made to us on January 8, 2024, satisfied his delinquent November payment only. Our team members had been having weekly calls with **************** since December to help support the member to become current which the member is now. This information has been provided via mail, e-mail, and voicemail throughout the period we had worked with the member.

  Customer response

  04/15/2024

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

  Customer response

  04/22/2024

  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.
  
  This is not accurate.  The payments were made on time however, they let it sit in their receiving acct.
  
  Regards,
  
  ***********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Loan with Verve CU of ********* but actual amount is *********. I tried contacting Verve in 2019 an was told it was a charge off. And what my next step is. They said it was a dead account. I asked again to verify this and they said it was done; so for the last 4 years they have been charging interest and not contacting me about any payments or anything about having an account. Had I known I would have been paying but was told it was done. They have been charging interest on this for 4 years and had no idea this was happening. No letters or phone alls about this matter, I feel this is an illegal act on their part. My bank will pay the $********* owed with my helicopter loan. But not the interest which I had no idea about this loan. I want to take care of this matter, but feel the last of contact on their end is negligent. the lady on the phone even stated on a recorded call we didnt aggressively go after this account. My bank will not pay and informed me to fight to have the interest erased due to not being contacted about this issue. I would not have known about this matter had I not gone in and inquire about a heloc loan. Please help me get the interest taken off of this outstanding debt so I can get this situation taken care of and redeem my credit. Your help will be greatly appreciated. Thank You,Sincerely,*********************

  Business response

  04/15/2024

  To the Wisconsin Better Business Bureau,

  We appreciate this notification and take all matters seriously as a way to provide the best service possible to our membership.

  In January 2020, a Notice of Right to Cure Delinquency was provided to ******************. While discussions were held to become whole, ****************** never made a payment. In February 2020, the loan was charged-off and a letter was sent explaining the loan has been charged-off, but that does not release him from his obligations. After the letter was sent, he communicated wanting to make payments to become whole so he could avoid collections. No further payments were made.

  In April 2021, ****************** contacted Verve about the outstanding obligation on his credit report. Our Member Solutions team members explained that until the loan is paid in full that it will continue being reported as such to the credit agencies.

  In September 2021, ****************** contacted us and received a payoff quote. The communications included continued credit reporting until the loan is paid in full and interest accruing until the outstanding principal balance is paid in full.

  Starting in October 2022, we received communications from Beyond Finance, a firm hired by ******************, in an attempt to negotiate a settlement. We received multiple communications to attempt to settle for less than owed starting in October 2022 and continuing through August 2023. The answer remained the same is that we do not work with settlement companies and will not take an amount less than owed.

  In March 2024, ****************** called verve with a banker from BankFirst attempting to communicate to this bank that he does not owe this loan and was never notified of it being outstanding.

  Based on the summary of communications above, we are confident ****************** was well aware of his obligations to Verve.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've been banking with Verve for over 10 years and have experienced this recurrent issue with them multiple times. Verve assessed overdraft fees to my account even when there are enough funds on it. Whenever I ask them why and to have them waive these fees, they tell me that there was a pending transaction that caused insufficient funds WHILE they are all pending. By the time a transaction actually posts, there are actual available funds on the account, but they start assessing overdraft fees even before the transactions even actually post. The most recent incident happened last week. I attached a copy of the transactions for reference. On 12/22/23 , there was $54.14 on my account when $25 from Paypal and $32.36 from Sezzle posted, then they charged us two $32 Overdraft Fees. I understand that there were not enough funds for both transactions, but there are funds for at least one transaction. I called them today, 01/02/24 at 9:37 am, and asked why two fees were assessed when only one of those transactions caused it to overdraft. Their explanation was that at the end of day on 12/21, the balance was $83.51 but there were three pending transactions that totaled $86.73, which overdrawn the account and 2 fees were assessed. This does not make sense because only one of those transactions caused the overdraft. $83.51-$29.37=$54.14; $54.14-$25=$29.14; $29.14-32.36=$3.22. Additionally, they charged the overdraft fees before the transactions even posted making it seem negative!! If any of the two transactions posted, there wouldve still been sufficient funds until the 3rd one. And they charged me a fee for overdrawing $3.22! ******* eventually waived one fee as a courtesy and placed a note that they educated us regarding overdraft fees very unprofessional. Please review these practices, as this appears to be non-compliant to TILA, EFTA, ********** ** ********** E, and the prohibition against unfair, deceptive, and abusive acts or practices in Section **** of the *****

  Business response

  01/17/2024

  I trust this message finds you well. We appreciate your feedback and take every comment seriously as it provides valuable insights into our members' experiences.
  
  Following a thorough investigation into the matter raised, it has been determined that the fees in question were applied in accordance with the stipulations outlined in the membership agreement. This includes adherence to the authorized card transactions process, merchant holds, timing considerations for processing transactions from merchant holds, pending ACH transactions, and the settlement period required for both. The fees were charged based on the available funds at time of authorization versus how they settled as disclosed within the online banking system. Based on how the transaction showed on the online banking system, we did remove one of the fees mentioned in the compliant.
  
  I would like to clarify that the language pertaining to "education" disclosed within our online banking system serves as internal terminology for department managers. It is intended to convey the time and effort spent with our members to facilitate training and establish more efficient processes for optimal fund utilization.This is not reflective of any commentary on the member or their abilities.
  
  We understand the importance of transparent communication and aim to provide clarity in our processes.Should you have any further questions or require additional information, please feel free to reach out.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 24th I was charged $96 in over draft fees while my balance was still positive. I spoke with the credit union and they stated that I had holds on my account which left my account not positive but negative. The credit union then also charged me additional fees when the holds went through. They essentially are double dipping for their fees on their overdraft services.

  Business response

  01/17/2024

  I trust this message finds you well. We appreciate your feedback and take every comment seriously as it provides valuable insights into our members' experiences.
  
  Following a thorough investigation into the matter raised, it has been determined that the fees in question were applied in accordance with the stipulations outlined in the membership agreement. This includes adherence to the authorized card transactions process, merchant holds, timing considerations for processing transactions from merchant holds, pending ACH transactions, and the settlement period required for both. The fees were charged based on the available funds at time of authorization versus how they settled as disclosed within the online banking system.

  While attempting to reach out to the member she was unresponsive. While the fees were allowed based on her transactions, we did decide to go ahead and refund them in the interest of member service and noted this in our systems as well.

  We understand the importance of transparent communication and aim to provide clarity in our processes.Should you have any further questions or require additional information, please feel free to reach out.
  
  Thank you for bringing this matter to our attention.
  

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a zero balance. My card information was stolen and copied. Over $600 in fraudulent charges occurred. I called and spoke with the fraud department. They were supposed to block the account. 2 weeks later more charges occurred. I called back and spoke with the dispute department. I was told it will take up to 45 days to complete. In the meantime, I was told to make a payment. I explained I didnt owe any money. My balance was zero prior to the fraudulent charges. I didnt have the money to pay for charges I didnt make. I have now been charged a late fee. And late payment filed against my credit. This cant really be happening! I want all damages against me reversed and my account closed. No one at verve customer service will help me. They now say I owe $99 in late payment plus fees on charges that are currently being disputed and I DIDNT MAKE! Verve will no longer allow me access to my previous statements to provide a copy of my April 2023 statement showing I had a zero balance

  Business response

  05/22/2023

  We believe that you have filed a complaint against the wrong entity.  Verve, a Credit Union, a ********* based credit union, has no record of you being a member in our credit union.  You may be referring to the Verve Credit Card which is issued by Continental Finance, who is not affiliated with or related to Verve, a Credit Union.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Verve charged my card for $10.00, to open Kickback checking and savings account. I received an email stating, that my personal information is potentially fictitious and they could not open the accounts for me.

  Business response

  04/27/2023

  As the individual states, she completed an application for membership at Verve, a Credit Union.  Her application was denied.  If an application is denied, any funds submitted with the application should be returned within three (3) business days.  If for some reason she has not received her $10.00 refund by Monday, May 1, please have her contact Verve, a Credit Union to let us know.

  Customer response

  05/05/2023

  [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

  12/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I applied for the Verve credit card over two weeks and have not received the card. They keep stating the card is in production. I have noticed over complaints from consumers regarding this issue. I am not sure if this is a scam but I need this card expedited as soon as possible. I will have to pay the bill before even using this card.

  Business response

  12/12/2022

  We are sorry to hear about your customer service issue.  We are unable to locate you as a member of Verve, a Credit Union and have no record of every having any contact with you.  Verve, a Credit Union is primarily based in *********.  We believe that you are probably referring to the Verve Credit Card, which is a product of Continental Finance and is not affiliated with Verve, a Credit Union in any way.

• Initial Complaint

  12/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I accidentally overpaid my account by over $500. The account is closed and they have not issued my refund. I called and spoke to a rep about this a month after it occurred and they assured me I would get a check with the refund in 2-3 days. It had already been almost a month. He apologized and put me on hold. When he came back he assured me it was taken care of and to keep an eye out for the check in the coming days. After another month and no check I called again. They said they have no record of the previous request and had. not issued a refund. They had me on hold for over 3o minutes and I still do not have access to my money. It is the holidays and this money is very important. It is wrong that they do not automatically issue the refund and that they do not issue it after months of requesting it.

  Business response

  12/12/2022

  We are sorry to hear about your customer service issues.  We have reviewed our records and you do not appear to be a member of Verve, a Credit Union, which is a credit union primarily based in *********.  You probably are referring to the Verve Credit Card, which is issued and handled by a company called Continental Finance.  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a Verve card through continental finance and was promised double credit line after 6 months of on time payments. One of the month I was 2 days late, I called them and they said I missed it and to pay on time for next 6 months and it would double my credit line to $1000. Well that was a LIE! They increased my credit line by $300. They tried telling me I was misrepresented when told that! Dont get this credit card they LIE! And I want what they promised not some manager telling me keep up with your outstanding payments and get a bonus s**** them I am gonna pay this off and tell them to close my account. The requirements do not say I must make on time payments only in first 6 months

  Business response

  11/01/2022

  You have filed a complaint against Verve, a Credit Union.  As you mention, the credit card you refer to is from Continental Finance, which is a separate company and not associated with Verve, a Credit Union.  You have filed a complaint against the wrong business.

*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. ↩