ComplaintsforConnexus Credit Union
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Complaint Details
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Initial Complaint
08/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They made me send a bunch of documents multiple times complaining they didn't have them and then seeing they had them questioned me on every ****** one when the information was right there in front of them they told me to get Insurance on a car before they would follow through with the loan and so I got the insurance and now they aren't going to move forward now I'm down $408 dollars because they won't except the insurance now I jave insurance on a car that's not mineBusiness response
08/29/2024
August 29, 2024
Dear **************-
Thank you for providing your concerns regarding your loan experience. At Connexus we take all concerns seriously and work diligently for resolution.
On 8/22/24, you entered a loan agreement for a 2018 Jeep in the amount of $18,549. As part of that loan agreement, you needed to have insurance coverage with a deductible of $1000 or less. You first submitted insurance with a deductible of $2,000, which is why it was declined.
That same day (8/22/24), you submitted the correct insurance and the loan was finalized.
In regards to sending documentation, we apologize you had to send documents several times, as we needed to ensure we had all the proper documentation on file.
We hope the above addresses your concerns for the closure of this matter.
Sincerely,
***************************
Senior Member Experience Specialist.
Connexus Credit UnionInitial Complaint
08/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
6/24: I signed up for a loan with Connexus Credit Union/ PatientFi.6/30: Balance reported to credit bureaus of $26,169- Accurate balance: $26,000 7/05 & 7/24 total paid: $2,715 7/30: Accurate balance: $23,285... Inaccurate Balance sent to all 3 credit bureaus: $26,169 8/09 & 8/10: I paid a total of $10,000- New accurate balance: $13,285 August 13 credit report from all 3 bureaus still show balance of $26,169.These companies are disrespectfully negatively impacting my credit score and finances and therefore my family with their carelessness and inaccurate reporting. Mortgage loan officers are pulling my credit this week and I need this FIXED TODAY!!!!I need someone from connexus to update all 3 credit bureaus TODAY.Business response
08/19/2024
August 19, 2024
*************************
***********************************************************************************************
RE:Complaint Received 8/14/24
To whom it may concern:
Thank you for providing the concerns submitted by **************** regarding her credit reporting. At Connexus, we take all concerns seriously and work diligently for a resolution.
Due to the nature of the complaint, Connexus reached out to PatientFi for a response and provide the following:
We have investigated this account and found no inaccurate reporting. We send a file to the bureaus at the beginning of each month for the balance to be reported. From there, it is up to the individual bureaus to update the borrower records. Interest is also included in the reported balance, because should the promo terms not be satisfied - the borrower is responsible for this amount.
June End of Month Reported - $26,169 (principal balance of $26,000 plus $169 accrued interest)
July End of Month Reported: $24,060 (principal balance of $23,285 plus $775 accrued interest)
The larger payments the borrower mentions will be reflected in the next reported balances we send for August.
We hope the above addresses your concerns for the closure of this matter.
Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit UnionInitial Complaint
07/27/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I'm not liable for the debt Connexus Credit Union; i do not have a contract with them. They did not provide me with the original application that i asked.Business response
07/30/2024
July 30, 2024
Thank you for sharing the concerns submitted by Mr. ******************** At Connexus we take all concerns seriously and work diligently for resolution.
After review, it appears ************** is not a member of Connexus Credit Union, nor have we ever received an application from him, as we dont have any records of a member or applicant with the address,phone number, or email address provided.
If ************** can provide additional information that *** help us investigate this further, we would be happy to do so. Until that occurs, Connexus unfortunately cannot be of further assistance regarding this matter.
Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit UnionInitial Complaint
06/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a payment to Connexus Credit Union on 5/7/24 and Connexus is stating that the payment was returned to my bank. The problem is they never returned the payment to my account. Now they are stating my account is delinquent. Connexus is holding my payment. My bank ***** Fargo has investigated and they confirm that Connexus still has my payment. As a result my credit score has been affected negatively. No one at Connexus will help me.Business response
06/14/2024
June 14, 2024
Thank you for providing the concerns submitted by Mr. ************************* regarding his loan payment. At Connexus, we take all complaints seriously and diligently work for resolution.
Due to the nature of ******************** concerns, we reached out to the loan servicer for the exact details and provide the following update.
In November 2023, a payment of $1,112 came back as returned from ****************. Due to an issue with Concords reporting, this return was not caught or posted until May 2024. The member was sent the enclosed letter in *** letting him know of the return, but unfortunately, the letter did not disclose that the return payment was actually from November 2023. We will update the credit reporting accordingly, which will be reflected in Julys reporting.
Please note that the member still owes the November 2023 payment and must make that payment for the account to stay current. Concord will have a representative from their ************** contact ****************** to explain this situation.
We hope the above addresses the members concerns for the closure of this matter.
Sincerely, cc: *************************
**********************; **********************;
Senior Member Experience Specialist **********,** 35173
Connexus Credit UnionInitial Complaint
05/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am not liable for this debt with CONNEXUS CREDIT UNION. I do not have a contract with any collections agency. They did not provide me with the original contract as requested.Business response
06/03/2024
June 3, 2024
Thank you for providing the concerns submitted by *********************************** regarding his loan. At Connexus, we take all concerns seriously and work diligently for resolution.
On 7/27/22, ********************** entered a retail installment contract with Crestview RV Georgetown to purchase and finance a recreational vehicle for $26,989.16 (see the enclosed loan agreement). The retail installment contract was then immediately assigned to ******************* who in turn assigned the contract to Connexus Credit Union. Accordingly,Connexus is the holder of the loan.
On 11/24/23, Connexus spoke with **********************, who stated he could not afford to keep the camper and wanted to surrender it. As general background, just because a member surrenders collateral back to Connexus does not mean that the debt is forgiven or discharged. Instead, once the collateral sells, a consumer-borrower is liable for the remaining balance (if any). This is known as a deficiency.
On 1/4/24, Connexus recovered the collateral, and it was then sold at auction on 3/13/24. On 4/23/24, the account was written off. As of today, the principal amount of $18,507 is still owed to Connexus.
We hope the above addresses the members concerns for the closure of this matter.
Sincerely,***************************
Senior Member Experience Specialist
Connexus Credit UnionCustomer response
06/09/2024
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.I did not authorize any of my personal information or my loan to be sold or transferred from Aqua to Connexus. This is breach of trust and privacy. This was done without my knowledge or agreement. I demand that this be removed from my credit report immediately. My legal advisor has confirmed that the actions taken by connexus are not industry standard and they could be against the law.
Regards,
*******************************Business response
06/19/2024
June 19, 2024
Thank you for providing the additional concerns submitted by *********************************** regarding the assignment of his loan to Connexus Credit Union. At Connexus, we take all complaints seriously and diligently work for resolution.
On 7/27/22, ********************** financed the purchase of a recreational vehicle through ************* **** As part of that financing agreement, the member signed an application agreeing to the possibility of the loan being reassigned to Connexus Credit Union. While Aqua Finance secured such consent, borrower consent is not required for a creditor to assign a contract to another creditor.
Aqua Finance thereafter assigned the loan to Connexus, which is standard in the industry, just as the agreement was initially assigned by the dealership to Aqua. Please see the enclosed assignment notice.
We hope the above addresses the members concern for the closure of this matter.
Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit UnionInitial Complaint
05/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We took out a pool loan form HFS financial in December of 2022. This is serviced through Connexus Credit Union. We had auto debit so the payment was paid on a regular basis at the same time each month. Previously we used bill pay through our bank and it wouldn't always get there by due date so we switched. The issue is, many months the payment all goes to interest. This is even when it is paid a few days before the due date. I have left several voicemails as I can never get a live person on the phone and sent about 8 emails. No replies. In addition, our bankcard was stolen so I needed to put the new one on to auto debit. You cannot do that on their website and have to call customer service. However...no one answers or returns calls. I want to know why they are ot crediting payment towards principal and also resolve auto debit issue.Business response
05/23/2024
May 23, 2024
Thank you for providing the concerns submitted by ************************* regarding her loan with Connexus. At Connexus, we take all complaints seriously and diligently work for resolution.
Due to the nature of the complaint and the loan being serviced by a third party on behalf of Connexus,we provided the following from the servicer:
The way this loan was set up on 12/6/22, based on the contract agreement, the loan originated with a starting balance of $103,000.00 with an *****% daily interest rate, and 240-month term. This has a daily interest value of $33.8348 and a recurring monthly payment amount of $1,133.40.
$19,258.40 has been paid to date from 1/6/2023 to 5/8/2024. $17,422.31 of interest has been paid from 1/6/2023 to 5/8/2024. As of 5/22/2024, the account is current with an outstanding principal balance of $101.163.91.
Concord will try to reach the borrower to assist with setting up autopayments as well as walk through the daily interest account details.
If ****************** has any further questions or concerns, she should contact the servicer directly at ************.
We hope the above addresses the members concerns for the closure of this matter.
Sincerely,
**********************;
Senior Member Experience Specialist
Connexus Credit UnionCustomer response
05/23/2024
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 does not resolve my complaint because as I stated in my complaint, Concord will not return my calls and will not answer emails. When I call them, it just tells me to leave a voicemail which they never return. I dont need to know the terms of my loan or how much I have actually paid. I do know that. My complaint was that several months show they are not crediting any of my payment to Principal, even though I am paying before the due date. Connexus is in charge of them. It is their responsibility to make sure that Concord is doing what they should be doing rather than telling me to contact them. This was the basis of my complaint. I am contacting them, repeatedly, and they are not returning any of my contacts. Clearly connexus was able to contact them so why couldnt they call me on a three-way call so I actually get to speak to someone at *******. Again, poor customer service and my complaint has absolutely not been resolved.
Regards,
*********************Business response
05/30/2024
May 30, 2024
Thank you for providing the additional concerns provided by ******************.
Concord attempted to reach ****************** 3 times on 5/23/24 and left messages for a return call. Another message was left on ***************************** voicemail on 5/24/24, in another attempt to get a hold of *****************.
Concord can be reached at ************.
We apologize, but Connexus can be of no further assistance in this matter, as ****************** will need to address her concerns with Concord.
Sincerely,
***************************
Senior Member Experience Specialist
Connexus Credit UnionInitial Complaint
05/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DO NOT USE THIS COMPANY IN ANY WAY. We were originally transferred a loan from Connexus in partnership with Solar Mosaic in November of 2022 when we purchased our home. The contract states that the loan is transferable at the discretion of Connexus and was originally transferred to us. The company additionally has advertised on their website that loans are transferable. We are now selling the home due to job relocation and the company is now not allowing any transfers of any kind as of recent (with no explanation). Our buyers would be well qualified and willing to take on the loan as well. This has now created a great amount of hardship on our family since now we are being told the only solution is to pay off the loan in its entirety of almost $26,000. This is at no benefit to us since the panels are non-transferable. We have pleaded and spoken to multiple agents who have basically told us tough luck and provided no other alternatives.Business response
05/16/2024
May 16, 2024
Thank you for providing the concerns submitted by ********************************* regarding his 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 Mr. ******** home should secure financing from or through another source. Of course, if the prospective buyer is unable to secure financing elsewhere, it is unreasonable to expect Connexus to allow the buyer to assume the loan.
Connexus is in no way attempting to prevent or disallow the sale of Mr. ******** home.
Please note the plain language of the loan agreement makes it clear that written consent is required to assign the loan:(see attachment)
We hope and trust that the buyer will secure alternative financing, and that the above addresses Mr. ******** concerns for the closure of this matter.
Sincerely,
**********************; cc:*****************************
Member Experience Specialist *****************
Connexus Credit Union ***********, CA 93455Initial Complaint
04/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Connexus Credit Union is claiming I owe $104. They just recently came up on my credit report. I have never signed any agreement with them and they are a doing illegal business practice. I demand they remove their name from my credit report asap.Business response
04/23/2024
April 23, 2024
Thank you for providing the concerns submitted by ***************************** regarding his written-off accounts. At Connexus, we take all complaints seriously and diligently work for resolution.
First, we will point out this is the second complaint weve received from **************** regarding this situation within the past two months, but we will again explain our position.
As general background,Heritage Credit Union merged with Connexus Credit Union in March 2022 with Connexus Credit Union as the survivor and successor-in-interest.
Since January 2024, Connexus has received a total of six (6) credit disputes from the credit bureaus related to Mr. ******* accounts. Each time, Connexus has reported back to the credit bureaus that we are reporting the accounts accurately. Currently, ********************* two debts: one for the principal amount of $849.29 from a loan on June 5,2018, and the other for the principal amount of $104.97 for an overdrawn checking account.
Pursuant to the loan agreement as signed by ****************, he agreed to and is responsible for making timely payments until the underlying loan is paid in full. Similarly,**************** is responsible for the overdrawn checking account. As ********************** did not receive timely payments, the debt statuses are properly and accurately reported.Therefore, we unfortunately cannot honor the request to remove the negative entries from his credit report as this information is accurate and complete. To honor Mr. ******* request would result in false, inaccurate credit reporting and therefore non-compliance with the Fair Credit Reporting Act.
We encourage **************** to contact Connexus to discuss this matter further.
We hope the above addresses Mr.******* concerns for the closure of this matter.
Sincerely,
************************;
Director of Member Experience
Connexus Credit Union
Enclosed: Loan Application and Membership AgreementInitial Complaint
03/06/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
My client was told upon assuming this solar loan it would be transferable. Connexus credit union along with Mosaic have since then have changed their policy and are no longer allowing transfers. This will cause the home not to sell to these buyers.Business response
03/12/2024
March 12, 2024
Thank you for providing the concerns submitted by ***********************************. At Connexus, we take all complaints seriously and diligently work for resolution.
Unfortunately, Connexus is not able to disclose any information to ****************** about her clients account without proper authorization from the client. This can be addressed by having the member call our ********************* at ************.
After this authorization is on file, we will gladly address any concerns brought forth.
Sincerely,
********************************;
Member Experience Specialist
Connexus Credit UnionInitial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Connexus Credit Union renewed my CD at maturity without notifying me. now asking for 1 year interest as penalty which is more than $2000. contacted them repeatedly but they are referring to a manual published in 2023 which they never sent to me. the original CD started in mid Feb 2019.Business response
03/07/2024
March 7, 2024
Thank you for providing the concerns submitted by *************************** regarding his Share Certificate. At Connexus, we take all complaints seriously and diligently work for resolution.
As general background, Connexus members have a 10-day grace ****** upon maturity of a Share Certificate to withdraw the funds or choose not to renew, otherwise, the certificate will automatically renew for the same term. The process and grace ****** are standard in the industry.
Such terms are clearly disclosed in the Account Information Disclosure under the Truth in Savings section. Further, as required by the Truth in Savings Act of 1991 as implemented by the **** (12 CFR Part 707), Connexus provided the Truth in Savings disclosures to the member prior to opening the Share Certificate. Since the member did not instruct otherwise, his Share Certificate accounts automatically renewed. Therefore, in order to withdraw the funds, the member would be charged an early withdrawal penalty as set forth in the applicable disclosure.
We hope the above addresses the members concerns for closure of this matter.
Sincerely, cc:***********************
********************************; 86 ************ Unit B
Member Experience Specialist ******,** 02169
Connexus Credit Union
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Customer Complaints Summary
47 total complaints in the last 3 years.
22 complaints closed in the last 12 months.