ComplaintsforConnexus Credit Union

• Initial Complaint

  09/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lured by high interest rates, I applied for a CD. The application process was poorly designedand at one point, I did not hear back for several days. At that point, I invested some of my funds elsewhere. When my application was finally approved, I created an online banking profile, which displayed a savings account, but not CD. **************** was awfulit took ********************** days to get back to me. I called the hotline but was disconnected. There is not chat feature. I tried to add an external account for funding, despite the fact that I had already confirmed that account. Then, before I managed to successfully add the external account, my CD suddenly was set up, with the amount I had indicated that I wanted to invest, on my application a week earlier. When I expressed that (considering the lengthy process and my concerns about how Connexus was run) I wanted to invest a slightly smaller amount, I was toldagain, one day after reaching outthat I would have to pay an EXORBITANT PENALTY because my CD had already been funded two days earlieragain, without me having transferred the funds or even been successful at setting up an external account to fund my CD. Connexus then tried to withdraw the initial sum from my checking account at my old bank, without confirming the amount with me before. I called customer services again, and my call kept getting dropped.

  Business response

  10/06/2022

  October 6, 2022
  
  Thank you for providing the concerns submitted by ********************** ******* regarding the funding of a Share Certificate. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  To start, we would like to apologize that we did not meet ******************** expectations with the application process for a Share Certificate.
  
  Connexus received ******************* application for a Share Certificate in the amount of $175,000 on 9/23/22. A member of our Specialty Accounts team reviewed the application that same day and let ****************** know some additional documents would be needed in order to process the application. The application was approved on 9/26/22.
  
  On 9/27/22, ****************** reached out to our ********************* via our ************** within our Digital Banking platform, inquiring why he could only see the ****************** account and not the Share Certificate. A consultant explained that he would need to confirm the *** trial deposits prior to the Share Certificate being funded, and provided ****************** with instructions to complete this. Connexus processed the funding for the Share Certificate in the amount of $175,000 that same day via *** transfer as requested by the member on his application.
  
  ****************** requested to reduce the funding amount to $155,000 after Connexus had already processed the funding for the Share Certificate. ****************** was informed that if we wanted to reduce the total amount, he would need to pay a penalty of $172.35.
  
  On 9/29/22, Connexus received notice that the funding transaction had come back as NSF (non-sufficient funds). A member of our team messaged ****************** letting him know that we would need to have alternative funding for the Share Certificate set up.Connexus received a message back from ****************** stating he had already filed a formal complaint and requested all accounts be closed. We immediately closed both the Membership and Share Certificate accounts and sent ****************** a check for the *** funding on the ****************** Account.
  
  We hope the above addresses the members concerns for closure of this matter.
  
  
  Sincerely,                                                                                                                   
  **********************;                                                                                                           
  Member Experience Specialist                                                                           
  Connexus Credit Union

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Connexus opened a fraudulent account for PatientFi in the amount of ****** to fund a plastic surgery. The account number associated with this fraudulent account is: *********. I did not authorize this transaction, and the account was opened without proper ID or ********************** checks. I have a hold on opening all accounts.

  Business response

  08/31/2022

  August 31, 2022
  
  Thank you for providing the concerns submitted by *************************** regarding the fraudulent accounts with PatientFi and Connexus Credit Union. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  As a general background, when a consumer takes out a loan with PatientFi, the loan is reassigned to Connexus Credit Union, and consumers are required to be a member of our credit union.
  
  On 8/26/22, **************** contacted Connexus regarding the fraudulent accounts. Immediately, our **************** confirmed with PatientFi that the loan was based on identity theft and promptly closed.  Likewise, *************** membership savings account and membership were also deemed fraudulent and immediately closed.
  
  Connexus confirmed that PatientFi spoke with **************** in regards to the identity theft and offered further guidance.If **************** has any additional questions regarding the fraudulent account with PatientFi, she should contact PatientFi directly at ************.
  
  We hope the above addresses the members concerns for the closure of this matter.
  
  
  Sincerely,                                                                                                                     
  ********************************;                                                                                                             
  Member Experience Specialist                                                                              
  Connexus Credit Union

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a boat loan through connexus.. We sold boat on 7/16/22. to a dealer .. ************ *************. They wired payoff to Connexus on 7/28/22 we have all transaction numbers for transfer .. However after multiple calls and messages .. the story changes daily as to server Connexus has received payment for loan

  Business response

  08/10/2022

  Thank you for providing the concerns submitted by ******************************* regarding her boat loan and the associated title.  At Connexus, we take all complaints seriously and diligently work for resolution.
  
  On 7/28/2022, Connexus received the payoff for Ms. ******** boat loan via wire transfer from *************************************. *************** Unfortunately, the wire transfer could not be accepted, as there was no membership number included in the wire details.Connexus returned the wire transfer and noted that we require a membership number with the wire transfer in order to ensure the payment is applied accurately and correctly.
  
  On 8/8/2022, a new loan payoff was received by Connexus via wire transfer from ************* along with all the correct and required details. Ms. ******** loan was paid in full and closed that same day.
  
  Connexus requires an eight-day processing period for all payoffs upon receipt. On 8/16/2022, Connexus will notify the ******************* that our lien has been satisfied and will instruct them to print and mail the lien-free title for the boat and trailer to *************
  
  We hope the above addresses the members concerns for closure of this matter.
  
  Sincerely,                                                                                                                           
  ***** Stancher                                                                                                 
  Director of Member Experience                                                                             
  Connexus Credit Union

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/14/22 I paid off my auto loan with Heritage Credit Union. On 7/24 I contacted them to confirm no further payments would be coming out of my checking account since the loan has a zero balance. On 8/01, the day Connexus purchased Heritage, my car payment was taken from my checking account. This has caused thar account to be overdrawn, and I also have an overdraft fee.

  Business response

  08/09/2022

  August 9, 2022

  Thank you for providing the concerns submitted by ********************************************** regarding her ACH payment. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  As correctly stated, the members vehicle loan with legacy Heritage Credit Union was paid in full on July 12,2022. During Heritage Credit Unions operational merger with Connexus Credit Union on August 1, 2022, an error was made while processing an ACH file.  As a result, the monthly loan paymemt amount was inadvertently pulled from an external account and deposited in Mrs.  ****** Ciesielskis Connexus Savings Account.
  
  The funds were since reversed and returned to the members account.  Further, Connexus refunded all resulting overdraft and stop payment fees.
  
  If the member would like to close her Connexus Savings Account, she may contact our ********************* at ************ for assistance.
  
  We sincerely apologize for the inconvenience this has caused, and hope the above addresses the members concerns for closure of this matter.
  
  
  Sincerely,                                                                                                                   
  Liz **********                                                                                                            
  Member Experience Specialist                                                                           
  Connexus Credit Union

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a camper loan through Connexus. I paid the loan in full several months ago. after waiting few weeks and not getting the title I went to title agency to try to have one printed and was told there was still hold. I called connexus and was told it would be coming off and title was just mailed. I eventually got the title and assumed the hold was removed. I am not trying to sell the camper and the buyers bank notified me there is still a hold on the camper but they were able to see there is no balance. I called connexus today and was told that I should just be able to give them my title and that I should be good to go. I told this information to the person buying my camper but I currently am having problems selling my camper as it is coming up that there is still a hold by connexus even thought I have paid my loan in full and I have my title in hand. I need them to release the lean/hold however they do that in the system so I can obtain copy of title from title agency if I wanted to do that and so I can sell my paid off camper to someone as I currently cannot sell it. I feel the hold should have been taken off since it has been several months and more than one phone call about this.

  Business response

  07/29/2022

  July 29, 2022
  
  
  Thank you for providing the concerns submitted by *************************** regarding his recreational vehicle title.At Connexus, we take all complaints seriously and diligently work for resolution.
  
  On 2/18/22, ****************** paid off his camper loan here at Connexus. After the payment cleared, on 3/24/22,Connexus title management service mailed the lien-released title to *****************. Once Connexus releases the lien on the collateral, a member then must take the original title to a state DMV in order to obtain a free and clear title without a lien.
  
  To further resolve the issue,on 7/20/22, Connexus provided ****************** with a lien release in the event the original title was lost.
  
  We hope the above addresses the members concern for closure of this matter.   
  
  Sincerely,
  ***************************
  Member Experience Specialist

  Customer response

  07/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************

   

  i was able to go to the title agency and they were able to cancel the Lein. They advised me I should not have had to do this and the bank should have released it when my loan was paid in full. 

  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had this account since February 6, 2017 and not one time have they reported on my credit. It isnt even on my report as an open account it just says the account is closed and I have been paying on it this whole time. So if this is a scam I would like to be reimbursed for all the money that I have been paying because I do not know where I stand and they just call saying that I owe them and if I do and I have been paying I would like for my credit report to reflect the same!

  Business response

  07/26/2022

  July 26, 2022

  
  Thank you for providing the concerns submitted by *************************** regarding his loan through *****************. At Connexus, we take all complaints seriously and diligently work for resolution.
  Due to the nature of the members complaint and the association with *****************. as the servicer of the corresponding loan, we reached out to ************ for assistance and provide the following response:

  
  Thank you for your feedback; we appreciate you letting us know how we are doing.  Aqua Finances goal is to provide an unmatched experience for our customers. Recently, we have made numerous attempts to contact you to resolve this matter but have been unsuccessful in reaching you.  We would like to learn more about your concerns to help us do better. If you are willing to talk with us about your concern, please call us at **********************.

  
  Unfortunately, Connexus Credit Union can no longer be of any assistance with this matter. If **************** has any further questions, he may contact *****************. directly. We hope that the above addresses the members concerns for closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist
  Connexus Credit Union

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took a loan out with a company called PatientFi. Shortly after, this company sends me a letter, purporting to make me a member because of the loan and telling me that they are the lender of the loan. They proceed to give me a company ******* LLC to mail my payments to, and I did just that. I made the check out to PatientFi *******. The check was then cashed and then PatientFi began making collection calls on my account claiming it was never credited. I showed in an email to all three of these companies the check was cashed and endorsed. No one is acknowledging it. Connexus has the nerve to send advertisements, but won't clear things up with PatientFi. PatientFi denies ******* services the loan, and ******* proclaims not to be able to find my account yet have my money. The latter did not respond to my last BBB, but this one is for Connexus telling me about them in the first place.

  Business response

  07/15/2022

  July 15, 2022
  
  Thank you for providing the concerns submitted by ****************************** regarding her loan with Connexus Credit Union through PatientFi.At Connexus, we take all complaints seriously and diligently work for resolution.
  
  Due to the nature of the members complaint and the association with PatientFi as the servicer of the corresponding loan, Connexus Credit Union reached out to PatientFi for assistance with this response.
  
  It appears that during the time **************** mailed in her loan payment, PatientFi was in the process of changing its loan payment servicing provider. This ultimately led to the check being received by the prior loan payment service provider; however, due to the transition, the payment was not accurately reflected.
  
  After promptly identifying the issue, PatientFi credited ****************** account properly and waived any associated fees. PatientFi attempted to contact **************** by phone to explain and remedy the situation.
  
  Please note that all future payments mailed by **************** should be mailed to the below address:
  
  PatientFi
  PO Box 679220
  ******, ** 75267-9220
  
  If **************** has any immediate questions regarding her account with PatientFi, we encourage her to reach out to the servicer directly at ************.
  
  We sincerely apologize for any inconvenience caused to the member.
  
  Sincerely,
  ***************************
  Member Experience Specialist
  Connexus Credit Union

  Customer response

  07/26/2022

  My apologies this was the first email I noticed about this issue.  I am now caught up.  I see they have credited my account but they still shouldn't have had me to go through you to explain this so I don't care to acknowledge them now that I do know they responded. Thank you for your help though.  Sincerely,  Kaleena Arnold 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am expected to still pay this loan dispute work never being done on my house and I spoke with them several times explaining that I am on disability so also cant afford to pay.

  Business response

  06/29/2022

  June 29, 2022

  
  Thank you for providing the concerns submitted by Mr. ******************* regarding his loan through Solar Mosaic. At Connexus, we take all complaints seriously and diligently work for resolution.

  
  Due to the nature of the members complaint and the association with Solar Mosaic as the servicer of the corresponding loan, Connexus Credit Union unfortunately lacks sufficient information that would help resolve the members complaint. Connexus repeatedly contacted Solar Mosaic to rectify the members concern without success.  ************ Mr. ***** complaint should be sent directly to Solar Mosaic for review and a detailed response.

  
  We sincerely apologize for any inconvenience caused to the member.

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

• Initial Complaint

  06/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ON MAY 23, 2022, I REQUESTED A WIRE TRANSFER OF FUNDS FROM ACCOUNT. INFORMATION WAS CLAIMED TO HAVE BEEN SENT ON TO MY EMAIL TO COMPETE TRANSACTION.ON MAY 24, 2022, I STATED NO EMAIL WAS RECEIVED A PROVIDED A SECOND EMAIL ADDRESS TO WHICH THEY STATED THEY WOULD SEND WIRING INSTRUCTIONS TO BOTH-NEVER RECEIVED RESPONSE (EMAIL) FROM CONNEXUS.AT 11:26AM CT ON MAY 26, 2022, I STATED NO EMAILS WERE RECEIVED TO WHICH THEY SAID THEY WOULD SEND OUT INSTRUCTIONS AGAIN AND WOULD AGAIN SUPPOSEDLY RECEIVE WITHIN 30 MINUTES.AT 1:44PM CT ON MAY 26, 2022, I STATED STILL NO EMAILS RECEIVED EVEN AFTER HAVING THEM SPELL OUT EACH EMAIL ADDRESS FOR THE THIRD TIME. I THEN TOLD THEM TO MAIL A CHECK FOR THE AMOUNT I ORIGINALLY WANTED WIRED KNOWING FROM PAST EXPERIENCE THAT CHECKS HAVE ALWAYS ARRIVED WITHIN 72 HOURS.AT 3:49 PM CT ON MAY 31, 2022, CALLED AGAIN TO TELL THEM NO CHECK HAS ARRIVED. THEY WOULD NOT PROVIDE ME WITH THE TRACKING NUMBER FOR THE CHECK IN THE AMOUNT OF $150,000.00.AS OF TODAY'S MAIL, STILL NO TRACKING NUMBER OR CHECK!!!!CONNEXUS NEEDS TO IMMEDIATELY OVERNIGHT ME A CHECK A PROVIDE A TRACKING NUMBER!

  Business response

  06/16/2022

  
  Thank you for providing the concerns submitted by *************************** regarding the requested wire transfer. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  On 5/24/22, Josef spoke with a member of our ******* Services team requesting a wire transfer of funds to another financial institution. The required wire authorization form and agreement was sent by email on 5/24/22 at 12:52 pm and again on 5/25/22 at 9:15 am. On 5/26/22, Josef spoke with one of our ********************* Consultants, and the wire form was again sent, this time to an alternate email address. Josef called back on 5/26/22 at 2 pm and requested a check be mailed for the funds instead. The requested check was sent via standard mail on 5/26 as overnight shipping was not discussed.
  
  On 5/31/22, the check was returned to Connexus as undeliverable. Please note that the members address had been previously verified on every call.
  
  In order to have a check resent, ************** will need to contact our ********************* at ************ and provide the correct address.
  
  We hope the above addresses the members concern for closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a loan thru connexus that was paid off completely 3 weeks ago and they wont send me the title. They said they sent it but all that showed up was an empty envelope. Now they refuse to help me and i have the boat sold for ****** dollars. I feel someone in their department is trying to scam me!!

  Business response

  05/13/2022

  May 13, 2022
  
  Thank you for providing the concerns submitted by Mr. ***************************** regarding his boat title. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  On April 20, 2022, ***************** paid off the loan in full. The following day, the lien release for the motor was mailed to the member. On April 28, 2022, Connexus sent a request to the ******* *** to be removed as the lienholder for the vessel. We stress that the ****************** of ******* Safety and Motor Vehicles requires a lienholder to satisfy a lien within thirty (30) days for vessels.
  
  Sixteen (16) days after the final payment on May 6, 2022, ****************** spoke with a member of our **************** who explained that the ******* *** processed the lien release; mailed the title on May 3, 2022; that it may take **** business days to receive the paper title; and that ****************** could either wait for the title to arrive via standard mail or go directly to the *** for a duplicate title.
  
  We hope the above addresses the members concerns for closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist

*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. ↩