Complaints

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

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  Alabama Credit Union

  401 University Blvd Tuscaloosa, AL 35401-1225

• 

  Alabama Credit Union

  PO Box 862998 Tuscaloosa, AL 35486-0027

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:03/22/2024

  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 have a deposit that was sent by Voya retirement of $2915.25 on 19 March ( this was after the 5 days for transaction period) the credit union says they never received it and have no clue what happened. Voya has no clue and its been 7 days and i need this resolved

  Business Response

  Date: 03/25/2024

  The deposit came from Voya and was posted immediately - there was ******** on our part at all. The member is aware of this. No further action needed.

• Initial Complaint

  Date:02/23/2024

  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 the debt with Alabama CU I do not have a contract with put collection agency name. And when I requested they provide me with original contract, they did not.

  Business Response

  Date: 02/24/2024

  *** is not reporting anything negative on her, and we have not placed her account with any collection agency. We do not see any further action is required.

• Initial Complaint

  Date:12/29/2023

  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 Alabama Credit Union, I do not have a contact with Alabama Credit Union, they did not provide me with the original contact as I requested.

  Business Response

  Date: 12/29/2023

  This former member still has an unpaid debt to Alabama Credit Union, and it is being reported correctly.  Our records show we provided documentation for the debt to her on June 1, 2022.  

  If she needs another copy she can request it, but her complaint is completely unjustified.

  Let me know if you need more information.

• Initial Complaint

  Date:10/11/2023

  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 received a statement from Alabama Credit Union. I never opened an acct with this *********************************************. I reside in CT and didnt know about this acct until I received this statement. I have called several times and no one returns my call. I need to get this resolved. Someone opened an **** in my name. This is not my account.

  Business Response

  Date: 10/11/2023

  This individual opened an account in order to obtain a loan from ** for the purchase of a sporting goods items through our ******** program. At a credit union, you must have a membership account of at least $5 to obtain a loan. If they maintain they didn't apply for a loan they should contact our *********** center ASAP.

• Initial Complaint

  Date:05/11/2023

  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 filed a report for fraud on my credit card. It was a total of 50 transactions. 1 from Uber eats and 49 from AliExpress. This was over 5 months ago. I have been calling every 2 weeks for updates. The reps would state that additional information was needed. So I would ALWAYS give the requested information for the rep and their duty as stated was to give it to my claim adjuster *******. I find out today that my claim adjuster ******* is no longer with the company and hasnt been with the company for a while. Therefore the additional information requested never made it to ******* and no other representative bothered to pick up the claim or give me a call to let me know what was happening. Now they are starting my claim is closed due to time tuning out, when in reality all information was given on my behalf in a timely manner. The rep that I currently talked with told me to file a complaint on the BBB and the general about my situation and has request to reopen and credit my account. The Uber eats and AliExpress fraud claims were both filed at the same time. The Uber eats claim was approved and refunded. The AliExpress never received its said refunds plus interest for the fraudulent transactions. I am needing Alabama credit union to credit my credit cays accounts for all transactions from AliExpress from 9/22 to 12/22 as well as interest. Thank you,****************

  Business Response

  Date: 05/25/2023

  We are working on the information but since this dates back to 2022, getting the information is more challenging. We will respond by early next week.

  Business Response

  Date: 05/26/2023

   

  We believe this complaint has now been resolved.  The consumer has been refunded all of the money involved.  Here are the details:

  1.The dispute was filed incorrectly by the consumer as a non-fraud dispute
  2.Our processor still got it processed but needed additional information which the member has not provided in spite of our processor reaching out multiple times. We can document this with phone records and call transcripts. 
  3.The lack of information prevented ACU from exercising our recourse to recover the money.

  
  In spite of all of the above the consumer has been refunded all of the money from the disputed charges at ACU expense.

  Please let me know if anything else is needed.

   

   

• Initial Complaint

  Date:03/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Some unknown person took out a loan online with my personal information and then spent $757.12 on 10-25-22. I called them to explain that I wasnt the one that applied for this loan and that someone had stolen my information. I was told they would cancel the account and take care of it. I then opened a Lifelock account because there were about 8 different businesses that thought we applied for loans or credit cards. A few weeks or a month or so later we got a bill from Alabama Credit Union on the loan they said was cancelled so I called again and was told the same thing. A few weeks later I got another bill/late notice from them so I called them again and was told that they didnt know it was fraud so they didnt cancel the loan but said they would do that now. Next month another bill and when I called this time they said I needed to file a Police report and get them the case# which I did. Next month I received the same bill and just last week I received a delinquent notice from them. Every other business took care of it right away but they still havent. This is going to affect my really good credit score and it should have been handled a long time ago the first time we called them. Im not even sure how they issued the loan because only one the other businesses issued a card where the person charged something but they took care of it right away, all the rest of them needed more information. Its bad enough that someone got my information but spending money in my name and the business not believing its fraud has taken quite a tole on me and my family. Alabama Credit Union member # XXXXXX742. Phone# ************

  Business Response

  Date: 03/20/2023

  Thank you for bringing this matter to our attention.  This fraudulent loan was booked in ************** name through an indirect channel.  Though it was initially approved, a secondary fraud check indicated that the loan was fraudulent.  However, Alabama Credit Union was not notified at that time that the loan was cancelled due to fraudulent activity.
  On December 7, 2022, ************** notified Alabama Credit Union that he was a victim of fraud.  Alabama Credit Union in turn verbally notified the operations team at the servicing company on December 8, 2023.  ************** account was not deactivated with the servicer at that time but was moved to Delinquent status.
  Upon receiving ************** complaint via the Better Business Bureau and learning that the loan had not been deactivated with the servicer, an ACU representative contacted the company on Friday, March 10, 2023 and ordered the reversal of this loan, confirming on March 16. 2023 that the reversal was completed as ordered.
  Additionally,an Alabama Credit Union representative removed the entry from ************** credit bureau reports on March 17, 2023.
  Alabama Credit Union has provided additional instruction to employees in the ****************** (call center) instructing them on appropriate steps to take to report issues with indirect loans in the future in order to better serve those victimized by identity theft.  Please contact me if I may be of further assistance in resolving this matter for ***************

  We apologize to ************** for any inconvenience this has caused.
  ..

  Customer Answer

  Date: 03/23/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This is in complaint to a dispute I filed regarding a charge on my credit card on September 7, 2022 in the amount of $********. I am only disputing part of the charge. The name of the person who has been assigned this dispute is November. The address is a PO box in *****, NE. I have mailed 3 letters and have answered questions on two forms. November said she can't substantiate the claim (one part of my charge was for a meal plan at the hotel - the hotel has no food and no restaurant - I would think that would be easy to verify). Without going into the entire claim against a fraudulent company my issue is with the Dispute Operations. November's letters state "you have the right to request copies of the documentation we relied on the make this determination" I have requested that several times and heard nothing back. I have left messages on November's voice mail and at the main toll-free number. I have NEVER received a call back. I have called the Alabama Credit Union credit card number at *** ********. They take my information then transfer me to some other number where I will remain on hold for up to 50 minutes and listening to a endless tune, punctuated by "please hold" every 15 seconds. Something that's designed to torment the caller and encourage them to hang up. I don't need to hang up though, because at some point I'm disconnected. This is a loop that plays over and over. I have had a credit card with ACU for years - this is my second dispute. I feel November is unable to reach the company (same issue I had) and just wants this cleared off her desk. I already a victim of fraud by the company I'm disputing and now I'm ignored repeatedly,

  Business Response

  Date: 02/08/2023

  We have credited our member for the amount in question. We use a third party for debit disputes, and they clearly provided terrible service in this case. I have emailed the member to explain.

  Customer Answer

  Date: 02/09/2023

  
  
  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.
  I appreciate a personal email from the Credit Union - they have always provided my family with excellent service and this was really an issue with a third party that handles disputes.  Thank you for your efforts in resolving this issue.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:11/08/2022

  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.

  11.17.2022
  Regarding:
  Alabama Credit Union Debit Card
  Case Number ******** Case Number ******** 
  My debit card was lost or stolen and the following unauthorized transactions were charged to the card while the card was not in my possession:
  9.16.2022 Murphy USA ******  Case Number ********
  9.16.2022 Buc-ee’s $***** Case Number ******** Total amount of unauthorized fraudulent transactions, which occurred while my card was not in my possession: ******* 
  Enclosed is a copy serving as proof that I promptly reported my debit card lost/stolen directly to Alabama Credit Union on 9.16.2022 by online secure messaging.
  
  I am writing this letter as requested by the dispute department, since my lost funds were unable to be recovered even after calling and filing reports with both of the following phone numbers provided to me by Alabama Credit Union:
  833-448-0028
  844-202-5070
  
  Federal Law limits the amount of money that I can be held responsible for due to fraud on a lost or stolen debit card.

  Business Response

  Date: 11/09/2022

  It appears Mr Simon’s issue was incorrectly dropped by our dispute processor. Our Card Services staff is now aware of it and is working to address it. They will be in touch with him promptly. We apologize for this inconvenience!

  Customer Answer

  Date: 11/17/2022

   
  
  Complaint: 18371750
  
  
  
  I am rejecting this response because: 

  I cannot accept a response without having received a letter stating that the temporary provisional credits will now be permanent and that my claim has been approved. I have not received any communication from Alabama Credit Union as of today. 
  
  
  
  Sincerely,
  
  
  
  Morten Simon

  Business Response

  Date: 12/01/2022

  Funds were returned to this member's account.  That was not provisional credit but a final settlement of his dispute.  Our Card Services Department has confirmed this by email to him.

  We believe this settles this matter.  We are sorry for the delay, as it is clear our outsourced dispute processor "dropped the ball" on his case.

• Initial Complaint

  Date:08/08/2022

  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.

  Deposited a check. This credit union then proceeded to place a 7 day hold on my money. I tried to get them to return the original check which they refused. If I had deposited this money in my other bank there would have not been a hold. Their refusal to return the original check or release the funds results in my other bills being delayed and my family to go without . This is completely unacceptable.

  Business Response

  Date: 08/08/2022

  The member was informed of the 7 day check hold at the time of deposit, and he proceeded to allow it to be deposited into his account. He contacted us 3 days later to request the check back, but at that point it had already been processed into the Federal Reserve system, and it was impossible to retrieve it. Check images are uploaded multiple times daily, so there would have been no way to retrieve the check, even later that day.

  We’re sorry for any inconvenience, but we believe our staff acted appropriately when placing the hold and in responding to his request.

  Please let me know if further information is needed.

  ***** ********, CEO

   

  Business Response

  Date: 08/15/2022

  I'm sorry Mr. *********** is dissatisfied with our treatment of this transaction. After further discussion with the staff member who handled the transaction, she knew right away a hold would be required due to the size of the check vs. the balance in the account, that the account was relatively new, and also that our True Checks system recommended a hold. She states she was explaining this to Mr. *********** the entire time she was doing the transaction, so it wasn't a surprise the hold was placed. Had he stated he didn't want the check deposited the transaction could have been cancelled regardless of the stamped endorsement.

  The branch supervisor apparently was unavailable at the time, so the employee told the member to check back in a couple days to see if the hold could be released early. Once the supervisor reviewed it was determined to leave it in place. I'm believe they attempted at that time to verify the check but were unable to do so.

  I'm not sure what additional information we can provide. Again, we're sorry if the transaction caused any inconvenience.

  Customer Answer

  Date: 08/25/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Although I appreciate the sound of sincerity in the response it does not remedy the situation. I was told that the hold would be lifted if I called in a few days, which I did. The teller did not inform me I could take back the check after she had stamped it and begun processing the check. The teller did not inform me of the 7 day hold until after stamping the check. If I knew it was a possibility that the manager would not lift the hold and that I could still take back the check after she stamped it and that my bank would accept the check regardless of the fact that it was stamped by ACU I would not have allowed them to place the hold and cost me $**** in the process. The negligence and the fact that their responses seem to obscure the timeline of events to make it sound as these things all happened at the same time and there was no fault on their end is why I am rejecting their response. The fact that they put my family's quality of life in jeopardy seems to be of no consequence to them. When this could have easily been avoided by either not placing the hold or at the very least been honest that the hold would not be lifted in a timely manner and informing me that it was not to late to reject the terms and not make the deposit, this would be a different situation. They cost me money and the entire inconvenience of having to deal with this situation is completely unacceptable. Consumers need to be informed of the poor business practices conducted by this institution. I never had so many issues with a bank/credit union as I have had with ACU. This includes the 10 plus years I was with Wells Fargo and we all know what their reputation is like. ACU is the worst I have ever encountered.  
  
   
  
  Sincerely,
  
  
  
  ***** ***********