Complaints

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• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  Received a call from ***** ***** that the tax info for my father was returned with a forwarding address to NV. I explained my father passed and I was the executor of the estate and to forward info to me. She claims to have sent a letter to my attorney that she could not disperse funds to probate. I called her and asked for funds to be dispursed. She became very rude and claimed her attorney won’t let her do this. She said my attorney wasn’t worth her salt. I went to the branch to ask for the letter and something to show I was a beneficiary. She was very rude and said to speak to someone else. I asked for her boss and she said she is the CEO. She said she didn’t have to tell me anything. I expressed concern that I was forced to take her at her word as my father left no information about this account. She told me to sit and she would get to me when she could. She gave me a two sentence letter she claimed was sent to my attorney, the check for my half, a copy of the tax info, and flashed the application for membership showing myself and my sister as beneficiaries. She was rude and raised her voice.

  Business Response

  Date: 03/20/2023

  Hi there,

  
  

  My name is ***** *****, I have replaced *** ******* and am the new CEO of Fontana Federal Credit Union.

  
  

  I had contacted said member that passed away, and Ms. ***** answered the telephone.  She stated that her father passed away.  I pulled the file and found that Ms. ***** along with her sister were beneficiaries of the father's account.  She stated that she had gone to a friend of hers whom was an attorney and that she had opened up a probate case.  I informed her that this is a beneficiary account, and the amounts would go to her and the 2nd beneficiary.  She asked whom it was (and at the time very kind), I informed her that I could not share but was a family member (i.e. said sister).

  
  

  I received an unprofessional letter from the attorney which was not even addressed to Fontana FCU (see attached).  I sent a reply to the attorney informing her of the matter and that I had spoken to Ms. ***** and per my attorneys I could not cut a check to a third party that the checks would have to be cut to both beneficiaries (see attached).

  
  

  She came into my office on Friday March 17, accused me of holding on to the funds, and that I had not replied to the attorney, and said I was lying.  She demanded a copy of my letter to the attorney, the 1099 form and a copy of the beneficiary as she did NOT trust me or could take my word for it and that her father had not told her of the change.  I informed her that I would give her a copy of everything but could not give her a copy of the beneficiary.  She responded with, "so I'm just going to take your word for it.", I'm sorry, I can't trust you, I need to speak to the CEO, I informed her that she was.  I continued to tell her even though I was not required to show the beneficiary listing to her legally, I'd have her take a look at it.  I asked that she take a seat while I work on her request. I believe this is when she was calling BBB.

  
  

  I could not understand her animosity towards me until I figured out that initially she was the original beneficiary and that her father had changed the beneficiary August of 2021.  

  
  

  Just now her sister contacted me as she was just informed by Ms. ***** that she had funds at the credit union.  It took Ms. ***** 5 weeks to inform her sister that she had funds at the credit union. I first spoke to Ms. ***** on February 20th.  Simply a case of bullying the financial institution to get what she wants as I do not believe the attorney is legitimate and would know that this account would not fall under probate.

  
  

  Unfortunately, it seems that she is busy taking her anger out on me as she does not want to share the funds with her sister.

  
  

  If you have further questions, please contact me at ***** ******** or s*****@fontanafcu.org.

  
  

  Sincerely,

  ***** *****