ComplaintsforConnexus Credit Union

• Initial Complaint

  04/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a motorcycle and financed through Connexus. Made the first few payments and then the payments ballooned astronomically, because I did not have adequate insurance coverage. I understand this is how their business works and is the policy, but Connexus refused to listen to reason. Several times I was told that the insurance division representative would contact me. They never did. I am partially disabled and bought the motorcycle to convert to a tricycle. It was trailered directly to a garage, partially dismantled and has been there since. The odometer has not moved 1/10th of a mile since purchased. I understand the insurance requirement and had coverage for liability, fire and theft. For a vehicle that is not drivable I can not understand why they insist on collision insurance coverage. The insurance surcharge just for collision was almost as much as my payment, way too much for my budget, so I stopped making payments. Connexus can come and get the motorcycle any time they want and end this nightmare. What little mail I have received is vague, arrives late and contact information is only partially complete. I know that at Connexus they take all complaints seriously and diligently work for resolution. However, like other complainants on BBB I have found that if you can get through the labyrinth of their phone system the staff are extremely rude and condescending.Don

  Business response

  05/02/2022

  May 2, 2022

  
  Thank you for providing the concerns submitted by Mr. ************************* regarding his motorcycle loan and the associated collateral protection insurance. At Connexus, all complaints are promptly and thoroughly reviewed in an attempt to rectify the situation.
  As a general background, Connexus members are required by both contract and applicable state law to maintain property insurance on 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 ****************. 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. Moreover,Section 7 of the Security Agreement expressly states that [t]he premium for this insurance may be higher because the insurance company may have given Us the right to purchase insurance after uninsured collateral is lost or damaged.
  

  As **************** admittedly failed to maintain insurance against loss and damage, collateral protection insurance was force-placed on March 31, 2022.
  

  Connexus attempted to contact *************** more than a dozen times by phone and email. Additionally, **************** was sent several letters regarding the delinquency.
  

  We hope the above addresses the members concern for closure of this matter.

  
  Sincerely,
  ***************************
  Member Experience Specialist

  Customer response

  05/02/2022

  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.
  
  As required by the contract and applicable state law I did maintain property insurance on the collateral throughout the life of the loan. More insurance than required by law and by my insurance company. Since the vehicle is inoperable and not driven there is no reason to carry as much coverage as I actually did. Spending money on additional collision coverage is ludicrous. Section 7 of the Security Agreement does not give Connexus the right to purchase insurance with additional coverage that is not required. There never was any "uninsured collateral". 

  I have received 1 letter 3 weeks after the date on it, 2 phone messages and 2 phone calls. Returning a call and getting through to a person on their phone lines is impossible. Most recent conversation I spoke with their asset recovery specialist and made arrangements to voluntarily give back the motorcycle. Still waiting to hear back. Only recently have I started receiving email communications, solely because I reached out to Connexus via email. 

  In addition there are no attachments to review as stated by Ms. ******************************************************

  Business response

  05/09/2022

  May 9, 2022
  
  Thank you for providing the additional concerns submitted by ****************.

  
  To address Mr. ******* first concern, Connexus shows that **************** either failed to maintain or provide proof of insurance coverage from April 20, 2021, until April 20, 2022. As previously mentioned, Connexus members are required by both contract and applicable state law to maintain property insurance on collateral throughout the life of the loan.

  
  In addition, the first line of Section 6 of the Security Agreement that was signed by **************** reads, You promise to pay all taxes and fees (like registration fees) due on the Property and to keep the Property insured against loss and damage. As **************** admittedly failed to maintain insurance against loss and damage, collateral protection insurance was force-placed effective April 20, 2021.

  
  Connexus attempted to contact **************** several times by phone, email, and letter and would be happy to provide **************** with a copy of all dates and times the attempted contacts were made if he so chooses.

  
  Connexus has notified our repossession service of the updated location of the collateral that was provided by ****************. As of May 5,2022, our repossession service agents have made multiple attempts to contact **************** but have been unsuccessful. **************** spoke with a team member in our ********************** on May 6, 2022, and was notified that our repossession service had made multiple attempts to contact him. **************** was provided the phone number for the repossession agents and was instructed to contact them to make arrangements for the collateral to be picked up.

  
  I apologize for the error in uploading the signed loan documents originally. Please see the attached documents for your review. We hope the above addresses the members additional concerns for the closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist

  Customer response

  05/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not begin to resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In reference to Connexus quote from Section 6:

  The first line of section 6 that you reference ends with "property insurance must be acceptable to Us". That is the key disagreement. What is acceptable to me and required by law is not adequate or "acceptable" to Connexus. Until the end of April the property has always been insured against loss and damage. ALWAYS.

  
  Spoke to the Connexus collections agent several times last week and exchanged emails updating her on my situation. She gave me the repossession service phone number and I have tried repeatedly every day since Friday and did not get an answer or receive a return call to my voicemails. 

  
  

  Due to my health and financial difficulties my communications have sometimes been lax. I spent time in the hospital, have not worked for over 6 months and my sole income is a small social security cheque. My phone rings dozens of times every day from **** collectors to extended warranty sales. I have done the best that I can to stay in touch and resolve this situation but Connexus are almost impossible to get in contact with. Their bullying tactics, harassment and uncooperative attitude are on par with the worst even when I have been cooperative.

  
  I give up,
  
  *******************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Connexus credit union emailed me several times about a delinquent payment, when I attempted to contact them about the payment they would answer and "drop" the call causing further delinquency to the point I had to pay them in full or have my credit reported to the bureau. They insured me that if I paid in full on April 1st 2022 that it would not be reported and yet it is damaging my credit.

  Business response

  04/11/2022

  
  April 11,2022
  
  
  Thank you for providing the concerns submitted by *********************************** regarding her credit reporting. Connexus Credit Union takes all complaints seriously and diligently works toward a resolution.
  
  On September 3, 2019, ****************** entered an agreement with Connexus Credit Union for a recreational loan in the amount of $24,554.84 with a monthly payment of $293.31 that would be due on the 28th of every month commencing on September 28, 2019. Since the origination of the loan, ****************** has been consistently delinquent on her loan or has made late payments.  
  
  On April 15, 2020, ****************** was granted a 2-month deferral for the March 2020 and April 2020 payments. On July 19, 2021, ****************** sold the collateral to Camping World for an agreed offer of $20,000. This left a remaining deficiency balance of $3,836.37 that ***************** owed to Connexus.
  
  After over one year of non-payment(s) and inactivity, Connexus wrote off the deficiency amount on July 21, 2021. On August 2, 2021, ****************** contacted Connexus requesting assistance to resolve her written-off loan. We apologize if ****************** experienced technical difficulties with the attempted phone calls at this time.
  
  On August 19, 2021, Connexus reversed the written-off loan and approved ****************** for a loan modification on the remaining balance of $3,836.37 in order to lower her monthly payments to $160. The loan payments would continue to be due on the 28th of every month with her next payment being due on August 28, 2021. ****************** did not make a payment until October 4, 2021, in the amount of $320. Thereafter, ***************** failed to contact Connexus and/or remit any other payments until March 31, 2022, when she spoke with a member of our Collections Team.
  
  On March 31, 2022, Connexus offered a settlement to ****************** for a payment of $2,732.28 to resolve the deficiency delinquency.  ****************** responded that she would call back on April 1, 2022, to discuss further.
  
  ****************** called Connexus on April 1, 2022, and paid the settlement amount of $2,732.28. On April 4, 2022,****************** contacted Connexus via email regarding her negative credit reporting. After review, Connexus agreed to complete a goodwill adjustment for March ***** to show as paid in full instead of a charge-off. ****************** was made aware of this adjustment via email on April 4, 2022, and was also made aware that it could take up to 30 days to reflect on her credit reporting.
  
  
  In summary, the credit reporting is accurate and properly reflects all payments received by Connexus and the related settlement payment on April 1, 2022.
  
  We apologize for any inconvenience this has caused *******************, and hope the above addresses the members concerns for closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist
  

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. We paid off our RV (to Connexus) with the last payment on 11/30/2021 and still have not received the title - now 25 days later.2. Vehicle was sold on 12/12/2021.3. We have called Connexus several times about the status of the title (last two out of three times were 12/28/21 and 1/5/22). They keep saying it was "released" on 12/9/21 and that it takes up to 20 days for us to receive it in the mail. Not the case; still not here. I asked them to resend it; still not here. They said it could not be mailed by a trackable manner, such as ***** or **** which is ridiculous: it's an important document.4. Another questionable issue: they would not accept full online payment. They would only accept a maximum of $5000 per day, so it took several days -- starting on 11/24/21 -- to make the full payment.

  Business response

  01/14/2022

  January 14, 2022
  
  
  Thank you for providing the concerns submitted by ************************************** regarding her ** title, as well as Connexus daily external transfer limits. Connexus Credit Union takes all complaints seriously and diligently works toward a resolution.
  
  On December 1, 2021, the ** loan was paid in full and the title was released on December 9, 2021. Connexus recently partnered with a new ************************* Dealertrack. Connexus chose to make this change for the benefit of our members, as it will provide a more efficient process moving forward by reducing processing time related to titles. In order to facilitate this transition, all Connexus titles were sent to Dealertrack at the beginning of December to be scanned in to their **************** System. This caused a period of about 3-4 weeks that members could potentially experience a delay in receiving a title while the transition occurred.
  
  Dealertrack completed the transition on January 6, 2022. The ** title was immediately released that day and mailed via the US ************** to *************************************.
  
  In regards to ************************ statement about making payments on her loan, Connexus has a $5,000 external transfer daily limit policy in place in order to help protect our members and credit union. We have several other options available to pay off loans in full, including wire transfers, external transfers directly from another financial institution, sending a check by mail, or paying at a local or shared branch.  
  
  We apologize for any inconvenience this has caused **********************, and hope the above addresses the members concerns for closure of this matter.
  
  Sincerely,
  ***************************
  Member Experience Specialist

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off i have been scammed and never signed up for anything with you people. About the year of June *************************************************************************** about needing a water softener and she needed a co signer. She said I wouldnt need to pay anything and she was paying for it but they needed to run my credit. I didnt think anything about it and I guess they had gone through and installed it and had my used my name and credit. My mom past away a couple weeks later and at the time there was a lot of things going on and when I got the paperwork and someone called me and Said I needed to pay this I gave them my bank info and started making the payments not realizing what I was really paying for and then I a month later my wife passed away and so a lot of things were happening and by the time I got all my things together I realized I was in this contract with Aqua finance for a water softener that costed like **** that wasnt even installed at my house. Well now this is affecting my credit and I dont know what to do but I am going to have to do something about this. This is highway robbery and so unfair. Now I have a lien on my house for something I didnt even buy or receive.

  Business response

  01/07/2022

  January 7, 2022
  
  Thank you for providing the concerns submitted by ***************************. At Connexus, we take all complaints seriously and diligently work for resolution.
  
  Due to the nature of Mr. ******* complaint, we reached out to our partner *****************.  for assistance and provide the following response:
  
  On 06/01/2018 **************** entered into a loan agreement with *****************. to finance a water treatment system in the amount of $6,195.00. The signed contract states You ***** us a purchase money security interest under the Uniform Commercial Code in each household good purchased on account to the fullest extent permitted by law. A copy of these documents can be provided upon request.
  
  
  On 06/09/2018 *****************. conducted a verification call with ****************. During that call, he verified the work had been completed and agreed to the terms of the loan.
  
  
  On 08/10/2018 **************** called into *****************. to inform us that, ****************, the co-applicant, had passed away. **************** also made a payment for $186.00 that same day to bring the account current, and he set up reoccurring payments with us to start 09/15/2018.
  
  On 01/31/2019 **************** called into *****************. and setup a payment for $118.00. **************** advised us again, that the co-applicant had passed away and wanted to know if it was possible for him to stop making payments. We advised him that we couldnt cancel the loan, but he could attempt to contact the dealer, Aqua Perfection, and see if they would be willing to buy back the system from him.
  
  On 06/27/2019 *****************. called **************** due to a past due balance. During that call he stated that we should retrieve the system and disconnected the call.
  
  Unfortunately, we are unable to cancel Mr. ******* loan with *****************. We have spoken to **************** on many occasions and have received payments from him. Attached is a statement of account that shows each payment received and how it was applied.
  
  
  
  
  If **************** has any further questions or concerns, he may contact our office at ************************
  
  Unfortunately, Connexus Credit Union cannot be of any further assistance in regard to this matter.  If **************** has any further questions, he will need to reach out to ************ directly. We trust that the above addresses the members concern for the closure of this matter.
  
  Sincerely,
  Liz Hastreiter                                                                                         
  Member Experience Specialist                                                          
  **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

• Initial Complaint

  10/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would stay away from this credit union. **************** is rude and talks condescending. I open a account with no problems. I maintained account and then applied to open a loan. Loan was conditionally approved. They asked for documents and said I would receive call on why I have no mortgage or rent( house was willed to me). I never received the call and never received acknowledgement that documents was received. I sent in do, w2, and paystubs as asked. When rep called me she was very rude and said we are just not going to approve it. Thats was fine but then all my accounts were closed and my funds were withdrawn. No explanation or reason. Seems like same problem I had with other credit union, soon as they see a person of color on the drivers license they start to find magical reasons why the account should be closed. I still have not received why my account was closed.

  Business response

  11/04/2021

  Thank you for providing the concerns submitted by ************************* regarding his recent loan application.  Connexus Credit Union takes all complaints seriously and works diligently toward a resolution.
  
  Connexus Credit Union takes our lending duties under state and federal laws with the utmost seriousness and unequivocally denies Mr. ******* race-based allegation.
  
  **************** applied for a personal loan through Connexus on October 25, 2021.  As is standard with loan applications, **************** provided personal financial information and authorized Connexus to obtain a consumer credit report.  Based on the information provided by ****************, Connexus was unable to verify the members identity.  Based on this red flag and due to Bank Secrecy Act compliance requirements, Connexus denied the loan request. The attached required notice was thereafter mailed to ****************. In addition, due to the identity red flag, the membership was closed.
  
  After an internal investigation and thorough review of all events related to Mr. ******* application, Connexus verified and is confident that we processed and considered Mr. ******* application appropriately and in compliance with all applicable laws.

*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. ↩