Business Profile

Credit Union

Connexus Credit Union

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Complaints

This profile includes complaints for Connexus Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

58 total complaints in the last 3 years.
26 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/01/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I know nothing of this account and I will not pay any further. I have reported to authorities and I will also include this report
Business Response
Date: 04/07/2025
Hello,
The attacher letter has been mailed to the member on 4/7/25.
Customer Answer
Date: 04/07/2025
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,

****** *******
Initial Complaint
Date:03/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Connexus had been reporting payments more than 30 days late since 2022. I just seen thelis when reviewing my report for a refinance. Our payments have been on time or within 30 day window. They normally take our payment out, and then kick it back on their end. Our bank checking account doesn't show any of this activity other than the initial payment coming out. I have went over each payment with a lady at Connexus and she read all the transactions from the start of our loan to current. No payments discussed was actually late. She then notified me to dispute them on my credit report. Once this as completed, Connexus reported to the credit reporting agency that their information was correct and no changes was made. Other than getting a lawyer I can't afford, I don't know how to get this reported correctly.
Business Response
Date: 03/31/2025
March 31, 2025

******* Teegarden
**************************************************

Dear ******* *********:

Thank you for providing your concerns regarding your loan and the associated credit reporting. At **********************, we take all concerns seriously and work diligently for resolution.

Please see the enclosed payment history for your reference. You will notice multiple instances of payments not being received by the due date (19th of every month) or missed entirely. As part of your loan agreement, you agreed to making timely payments until the loan is paid in full. As we did not receive timely payments,we accurately reported the delinquency to the credit bureaus.

We hope the above addresses your concerns for the closure of this matter.

Sincerely,
*** Hastreiter
Senior Member Experience Specialist
Connexus Credit Union

Encl.
Initial Complaint
Date:03/21/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Creditor is suing for non payment. I have not been deliquent in payments. Creditor stated ******* is owed on loan. Never missed a payment. Credit is ruined
Business Response
Date: 03/28/2025

March 28, 2025

****** *******
********************
#***
******************

Dear Mr. ************************* you for reaching out with your concerns regarding your payment history and credit reporting. At Connexus, we take all concerns seriously and work diligently towards a resolution.

Wed like to clarify the details of your loan history to address your concerns. As youve been in consistent communication with us throughout this process, we trust that you have remained fully informed of the status of your loan.

Your loan originated in July 2023 for $49,072.05 over 180 months. A copy of this agreement is included for your reference.
No payment was made for August 2023.
Payments for September and October 2023 were deferred.
Force-Placed Insurance (FPI) was added to your loan balance, increasing the payment amount in October 2023. The payment made in October was applied to the August 2023 payment. No payments were made for November or December 2023.
Payments made in January and February 2024, at the original loan amount, were applied to the missed payments for November and December 2023. A partial refund of the *** was issued in February 2024.
In March 2024, two payments were made, covering the missed January and February 2024 payments.
Payments for August, September, and October 2024 were deferred, and no payments were made for November or December 2024.

As a financial institution, it is our responsibility to report accurately to the credit bureau in accordance with reporting guidelines, which we have done.

Thank you for your understanding, continued communications, and for being a valued member-owner of Connexus.

Sincerely,
******* ****
Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 03/28/2025
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,I do not recognize this charge

****** *******
Business Response
Date: 04/01/2025
Dear Mr. ************************* you for reaching out with your concerns regarding your loan. At Connexus, we take all concerns seriously and work diligently towards a resolution.

As previously stated, your loan originated in July 2023 for $49,072.05. We enclosed a copy of the loan agreement that was signed by you to obtain this loan. We also have several phone conversations on file where you admittingly discuss the details of this loan.

We hope the above addresses your concerns for the closure of this matter.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 04/01/2025
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 being turned over to the authorities. There will be no further payments .
[Please type your response here.]

Regards,

****** *******
Initial Complaint
Date:03/04/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Report a account not mine and I didn't make the deposit and it effecting my credit and Hindering me form other opportunities and buying a home
Business Response
Date: 03/12/2025
March 12, 2025

Dear Mr. ************************************** previously addressed this issue and has nothing further to add. It is Connexus position that we have complied with all applicable laws.

Sincerely,
*** Hastreiter
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:03/03/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Insurance on travel trailer that does not move.
Business Response
Date: 03/12/2025
March 11, 2025

****** *******
9267 US 98
Dade, FL 33525

Dear Mr. ********************* you for providing your concerns regarding the force-placed insurance. Connexus takes all concerns seriously and diligently works towards a resolution.?

As a general background, Connexus members are required by both contract and applicable state law to maintain property insurance on the collateral throughout the life of the loan. Please see Security Agreement Section 6 of the attached Loan and Security Agreements as signed and agreed to by you.Further, Section 7 of the Security Agreement states that if a member fails to maintain and provide proof of the required insurance, Connexus will place collateral protection insurance on the collateral.

The collateral is still susceptible to damage even when the travel trailer is not moved. And, since you failed to maintain insurance against loss and damage, collateral protection insurance was force-placed on 2/22/24.

We hope the above addresses your concerns for the closure of this matter.??

Sincerely,
*** Hastreiter
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:02/26/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lender, Connexus Credit Union, mortgaged my solar, the contract states the loan is assumable, I have my home in escrow, I contacted Connexus, regarding buyer assuming the solar note, Connexus informed me they would not allow assumption of the note? They stated my options where, pay off the loan or find different financing. Upon signing the solar agreement, I was informed the loan would be assumable. I've tried to find refinancing, which doesn't appear to be available. Can't believe the lender expects a home owner to continue ownership for a 30 year period.PLEASE Help!
Business Response
Date: 03/04/2025

March 4, 2025

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

Dear Mr. ********************* you for providing your concerns regarding the Solar Mosaic loan. Connexus takes all concerns seriously and diligently works towards a resolution.?

Connexus Credit Union (Connexus) simply cannot offer the new buyer something that we do not have or provide solar financing.?

The loan cannot be transferred as Connexus no longer offers such financing.? As a result, the buyer of your home should secure financing from or through another source.

Connexus is in no way attempting to prevent or disallow the sale of your home.??

Please note the plain language of the loan agreement makes it clear that written consent is required to assign the loan:?

We hope and trust that the buyer will secure alternative financing, and that the above addresses your concerns for the closure of this matter.??

Sincerely,
*** Hastreiter
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:02/15/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2022 we purchased solar panels for our home in utilizing a loan through ****************. At the time we signed the loan, we were assured that the loan would be transferable, to the new owner should we sell the home. We are currently in escrow to sell our home in *******. Mosaic is refusing to transfer the loan to the new homebuyer. ****** is saying the loan is non-transferable because the underwriter, Connexus Credit Union, does not allow loans to be transferred or assumed. When we called Connexus, they said they had nothing to do with the loan, and ****** was in charge. When we called Mosaic back, we were transferred to the loan *********************. After speaking with a customer service representative, we were told that it didnt matter what connection said, was not going to transfer the loan. When we asked to speak to a supervisor, we were told there was no supervisor to speak to. After reading through the agreement signed in 2022 for the Solar Panel Loan, we found information regarding loan transfers. Finally, we had a five way call between Mosaic, Connexus, my real estate agent, my husband, and myself. The conversation lasted nearly 1 hour. The entire time, both companies pointed the finger at the other company, and *** behind the wording of the contract. The contract wording clearly describes the process for transferring the solar loan to the new home owner. The ambiguous nature of the contract wording allows the signer to believe the loan is transferable. They sell the loan as transferable. Both knowing full well that neither company will allow for loan transfers. This seems like a truth in lending issue.Whatever the case, we were misled by both companies when we signed for the loan. The sale of our home is being held up by this issue. Additionally, ****** put a lien on our home. We have never been late or missed a payment. We have had many loans during our lifetime and have never had one put a lien against us.
Business Response
Date: 02/21/2025

February 21, 2025

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

Dear Ms. ******************* you for providing your concerns regarding Solar Mosaic loan. Connexus takes all concerns seriously and diligently works towards a resolution.

Connexus Credit Union (Connexus) simply cannot offer the new buyer something that we do not have or provide solar financing.

The loan cannot be transferred as Connexus no longer offers such financing. As a result, the buyer of your home should secure financing from or through another source.

Connexus is in no way attempting to prevent or disallow the sale of your home.

Please note the plain language of the loan agreement makes it clear that written consent is required to assign the loan:

We hope and trust that the buyer will secure alternative financing, and that the above addresses your concerns for the closure of this matter.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:02/11/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not liable for this debt with (Connexus.), I do not have a contract with (connexus credit union company), they did not provide me with the original contract as i request I am a victim of the data breach and would like all accounts mentioned to be blocked and deleted pursuant to 15 USC 1681c-2(a)."According to FCRA section 605b it is illegal to report information on my credit report without my permission. On the other hand, **15 U.S.C. 6802** is part of the *****-*****-****** Act, which primarily addresses the privacy of consumer financial information.There are two accounts in question both accounts need to be deleted removed immediately
Business Response
Date: 02/21/2025

February 21, 2025

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

Dear Mr. ******************* owe two debts to Connexus Credit Union. One of the debts is a defaulted loan where Connexus Credit Union is the assignee of the sales finance contract from **************** from April 2020 for a new 2020 FIA Stinger. A copy of the original agreement is included for your reference.

The other debt is based on six (6) separate returned external transfers. In April 2023, Connexus conducted an error resolution investigation. Based on the review of relevant information within our records, we lack sufficient information to support the claim of error or identity theft. Similarly, Connexus lacked any evidence that the transactions were unauthorized.

Please note that the referenced sections of the Fair Credit Reporting Act should be sent to consumer reporting agencies rather than creditors such as Connexus Credit Union. The reference to section 605b also pertains to a consumer reporting agency (Equifax, Experian, and/or TransUnion).

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 02/21/2025
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
The account is inaccurate. I never made any external transfers and that account needs to be removed off my credit file. It should not be reporting that the deposit was made when in question theyre saying that it was external transfer. Theyre also saying that the car is a fia stinger which is not correct and need be deleted or removed Inaccurate information on the fair credit reporting action should not be reporting. Also I form them. Those charges are unauthorized and would not made by me so this account should not even be reporting under 15 US C 1681B It should not be reporting on my credit report without my permission specially if its inaccurate I informed the company it was fraud or I did it. The I have made all the necessary reports and they are refusing to comply.

Regards,

****** *******
Business Response
Date: 02/26/2025
February 26, 2025

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

Dear Mr. ****************** previously mentioned, you owe two debts to Connexus Credit Union. One of the debts is a defaulted loan for a new 2020 KIA ************** A copy of the original agreement that was signed by you is included for your reference.

The other debt is based on six (6) separate returned external transfers.

Connexus has investigated your claims and again, we lack sufficient information to support the claim of unauthorized transactions or identity theft.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:01/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was encouraged to use PatientFi to pay for a skin procedure. I set up an online auto payment with PatientFi and ConnexUs. I paid larger payments than required to avoid interest. On 1/31/24 I called then went online to enter updated credit card information for the February auto pay. I thought I was all set. In June, I contacted PatientFi about the interest charge. I spoke with ***** who said she could see that I called PatientFi and then went online to update my information, but for some reason, PatientFi didn't save the information, so I was being charged interest. I filed a complaint- ticket ****** because I did update my credit card information in January. ***** was not able to tell me why my information didn't save or "update" in the PatientFi system. I was told by ***** that if I didn't pay the remaining balance that day, I would continue to be charged interest, so I paid the balance which included an exorbitant interest charge of $383.22. She said she would call me back..Of course she did not. PatientFi/Connexus got their money and I got taken..
Business Response
Date: 01/14/2025
January 14, 2025

********* *******-******
***************************************************************

Dear Ms. ***************

Thank you for providing your concerns regarding your account with PatientFi. At **********************, we take all concerns seriously and work diligently for resolution.

Due to the nature of your concerns and the affiliation with PatientFi, we reached out to PatientFi, who provided the following information:

-Borrower had expired card information, and this disrupted autopay
-Borrower was unable to login due to incorrect username, borrower called on 1/31 and was able to get logged in
- Agent offered to update card information and help with autopay and borrower declined assistance with this
-Borrower logged in on 2/11/2024 (after the Feb due date) and set up a new automatic payment series (min pay + $514.92) that started 3/8/24. This amount was the original suggested amount, however since no payment was collected in February, the borrower should have set a higher payment to satisfy the remaining balance within the promo period.

If you have further questions, please reach out to PatientFi directly at ************.

We hope the above addresses your concerns for the closure of this matter.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Customer Answer
Date: 01/20/2025
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.
January 20, 2024

To the Better Business Bureau re: complaint # ******** related to the lender ConnexUS,

Thank you for your assistance. I Do Not Accept and I am NOT in agreement with the response by ConnexUSPatientFi, as PatientFi has omitted and falsely reported information in the response they have provided.

On January 31, 2024, I attempted to log onto the PatientFi Website to update my credit card information in order be able to make the next payment, which was due on February 8, 2024. I was unable to login to PatientFi, so I reached out to the PatientFi call center and was assisted in updating the user ID so I could access the site to update my credit card information. The call agent I spoke to offered to update my information, however I was not comfortable providing my credit card/banking information to an agent in the call center. I told the agent that I would go back online, login to update my credit card, and call back if I had trouble. That is what I did.

I hung up from the PatientFi call center and logged into my PatientFi account for the second time, on January 31, 2024. This time I was successful in logging in and I was successful in updating my credit card information. When I logged out of PatientFi on January *******well before the February 8, 2024, auto payment, I believed that I was all set and my loan was on track to be paid off within the 6-month interest free period.

Unfortunately, PatientFi did not update and use my new credit card information. My second login and update on 1/31/24 was verified to me by PatientFi Customer representative, *****. ***** told me she could see that I did login a second time on 1/31/24, and that I did update my credit card information. ***** could not explain why my updated information was not saved and used by PatientFi which resulted in the missed 2/8/24 payment and excessive interest charges.

2. The ConnexUS/PatientFi response to my complaint states:

Borrower logged in on 2/11/2024 (after the Feb due date) and set up a new automatic payment series (min pay + $514.92) that started 3/8/24. This amount was the original suggested amount, however since no payment was collected in February, the borrower should have set a higher payment to satisfy the remaining balance within the promo period.

This is absolutely false. My original repayment payment schedule was for $616.67 per monthPlease see the attached Loan Transaction History provided by PatientFi. The payment was not increased on 2/11/24 as reported by PatientFi it had been $616.67 per my original payment schedule beginning on 12/8/23. No one from PatientFi ever recommended that I increase my payment amount to avoid the $383.22 interest that was charged to my account in June. In fact, originally PatientFi suggested 54 payments at $101.90, which would have charged $3,385.10 interest. I had no intention of paying beyond the 6 month interest-free period, which is why I set up to repayment schedule of $616.65 from the outset. I made these very large payments to avoid interest. When PatientFi did not use the new credit card information I provided on 1/31/24, I was made to pay a hefty interest charge.

3. On 6/13/24, I spoke with *****, the PatientFi representative to file a complaint with PatientFi regarding the online sites failure to update my payment information in order to charge me exorbitant interest$383.22ticket #******. ***** told me if I didnt pay the full amount of interest due at that time, I would continue to compound interest charges back to the original balance of the loan. So I paid the interest charges.

4. On 5/8/24 my loan balance was $616.65, which should have been the final payment due. Because PatientFi did not update my card information when I logged into their site on 1/31/24, patient PatientFi began charging me interest back to the amount of the initial balance. Though the balance of the loan was $616.65 on 6/8/24, I ended up making a payment of $999.87 to avoid further interest charges, per Tashas advice.

5. The fact is that I did update my credit card information on 1/31/24, which ***** acknowledged to me. When the new credit card information was not used it benefitted PatientFi and ConnexUS by allowing them to charge me exorbitant interest of $383.22 on a balance of $616.65.

I entered into this agreement in good faith. I paid large payments each month and did all I could to update my payment information in order to avoid interest charges.

I am a senior citizen who followed the PatientFi call agents instructions to navigate the online PatientFI site in order to update my credit card information.

I wonder how other senior citizens have fallen into this trap with the ConnexUs/PatientFi resulting in excessive interest charges.

All of this seems to be an unfair business practice, especially for senior citizens.

I am requesting ConnexUs/PatientFi refund me in the amount of $383.22 to make this situation right.

I would also like ConnexUs to close out my account and return the $5.00 balance to me.

Thank you for your assistance with this matter,

********* *******-******

See Included Attachments: 1. PatientFi Loan Transaction history, 2. Text messages with PatientFi

Business Response
Date: 01/27/2025

January 27, 2025

********* *******-******
*********************************************************

Dear Ms. ***************

Thank you for providing your additional concerns regarding your account with PatientFi. At **********************, we take all concerns seriously and work diligently for resolution.

Due to the nature of your concerns and the affiliation with PatientFi, we reached out to PatientFi, who provided the following information:

Its important to note that, as outlined in your loan agreement, borrowers are responsible for ensuring payments are successfully processed to meet promotional deadlines. Statements and account activity are accessible to assist with tracking progress and payment status. The promotional period on your loan ended on 05/08/2024. By this date, the principal balance needed to be paid in full to avoid deferred interest. Unfortunately, since the balance remained unpaid beyond the promotional expiration, the deferred interest was added per the terms of your loan agreement.

While we regret that we are unable to waive the accrued interest, we want to assure you that we remain available to help should you have further questions or concerns.

If you have any further questions related to this matter, we recommend that you work directly with PatientFi, as Connexus can be of no further help in this matter.

We hope the above addresses your concerns for the closure of this matter.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union
Initial Complaint
Date:12/31/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I wanted to make a one time payment towards the principle of my loan. I saw on the menu "make a one time payment". When I looked for the transaction there was interest taken out. I called the company, and was told thats the way the system works. I said I was unaware that you have to call to make a one time payment. I asked if they could make the adjustment and I would go through the process if I wanted to make a one time payment. The answer was "better to leave it alone make future one time payments through the expland process. The transaction date was 12/28/2024. If you need additional information you can reach me at ************, or email **************** I believe this to be very poor business practice.
Business Response
Date: 01/06/2025
January 6, 2025

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

Dear Mr. ************************* you for providing your concerns regarding your loan payment. At **********************, we take all concerns seriously and work diligently for resolution.

We understand you contacted Connexus on 12/31/24, regarding attempting to make a one-time principal-only payment online. The representative you spoke to explained that unfortunately there is no way to make a principal-only payment online and that you must place the funds in your Connexus ************** account and then contact us to make the principal-only payment for you.

We also understand that you were trying to have the $400 payment you made fixed and applied as principal only. We sincerely apologize for the inconvenience, and that this was not taken care of right away. As a one-time courtesy, we have applied the $400 as a principal only payment.

In the future, to make a principal only payment, you must first satisfy the standard monthly payment and then place the funds you would like to apply as principal only in your Connexus ************** account. You can then contact us at ************ or via secure message in Digital Banking and we would be happy to apply the funds as principal only.

We hope the above addresses your concerns for the closure of this matter.

Sincerely,
*** **********
Senior Member Experience Specialist
Connexus Credit Union

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Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

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