Complaints

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

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  Altura Credit Union

  2847 Campus Pkwy Riverside, CA 92507-0906

• 

  Altura Credit Union

  6403 Riverside Ave Riverside, CA 92506-3115

  
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  Altura Credit Union

  10725 Magnolia Ave Riverside, CA 92505-3040

  
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  Altura Credit Union

  320 S Sanderson Ave Hemet, CA 92545-9014

  
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  Altura Credit Union

  40412 Murrieta Hot Springs Rd Murrieta, CA 92563-6400

  

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:01/20/2024

  Type:Product 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.

  My dad mistakenly thought he could send money to my bank from Fidelity did two transfers. They sent the first transfer back the second transfer. They will not send back or theyre just lagging on it. Ive called them twice. They tell me that they are going to transfer it back, but every day the holding date changes and they do not do it, ******* is the amount Didnt know a bank could hold your money like this Again I have called several times with no outcome still If its not allowed I get tht but you shouldnt be allowed to hold tht money tht is not mine or banks Should be rules against this If they say it wasnt allowed then why do they still have it ??

  

  Business Response

  Date: 01/25/2024

  January 25,****
  
  
  To:        ***************************
                ***** ***********
                *****, ** 92544
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 20, ****. Altura received your complaint from the BBB on January 20, ****.
  
  Your complaint surrounds an automatic clearing house (ACH) deposit made into your Altura checking account, in the amount of $5,499.90. As you noted,Altura arranged for this deposit to be sent back due to a mismatch in the name of the recipient. During our review of this matter, our internal records indicated that the deposit has already been returned by Altura back to the sender.
  
  We value and appreciate your membership. Please contact Altura at ************ if you have any additional questions.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union 

  Customer Answer

  Date: 01/26/2024

   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.

• Initial Complaint

  Date:01/11/2024

  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.

  I have identified certain transactions on my consumer report to be a result of identity theft. I confirm that I did not provide written permission or instructions for the identified transactions to be reported on my consumer report. Therefore, I am requesting that the reporting of this information be removed, blocked, and deleted within 4 business days from the receipt of this letter. Account Name: ***************************** Number: 211793***Sincerely,*****************************

  

  Business Response

  Date: 01/17/2024

  January 17, ****
  
  To: *********************************
  *****************************************************************************************
  
  RE: Better Business Bureau Complaint #********
  
  Dear ************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 11, ****. Altura received your complaint from the BBB on January 12, ****.
  
  Your complaint surrounds information that was provided to the credit reporting bureaus for a credit card that you previously opened with Altura. You assert that this credit card was opened as the result of identity theft and therefore, you contend that any information relating to this account should be deleted from your credit report. 
  
  As a preliminary matter, I respectfully wish to point out that, at the time that this credit card account was opened in December 2013, Altura confirmed your identity by verifying information that you provided, which included, among other things, your ********** drivers license number, social security number, and pay stubs from your employer. These data-points are also consistent with the information reflected in the applications that you submitted to open a savings account with, and obtain an auto loan from Altura, which you do not disclaim. 
  
  Our internal records indicate that your credit card account went delinquent, and was charged off in 2019, despite numerous attempts that Altura made to contact and advise you to cure the arrearage. You subsequently paid off the outstanding balance and closed your credit card account in April 2021. 
  
  In view of the foregoing, there is no factual basis to support your contention that your credit card account was opened as the result of identity theft. Accordingly, the information that Altura has provided to the credit reporting bureaus is accurate.  
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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.

  This Bank has authorized withdrawals from an account after I have revoked my authorization to do so. I spoke with a representative on January 4th or 5th, ****, via the banks chat feature. I informed the representative that I wanted to withdrawal consent for the bank to allow any further withdrawals from my account as this account was already negative $510 and I wanted to close the account within the coming days. The representative informed me that he could stop any withdrawals from account going forward, but that he could not close the account for me. I would have to pay the negative balance and either call in or go to a branch. I told him I understood and would do so. Then today, January 9, ****, I see that the bank allowed two more withdrawals from my account and added two more overdraft fees, and now the account is negative about $850.00. I called in this time, and the representative (who was very nice and professional) stated there was no record of my communication on the 4th or 5th, and that I never signed a form stating that I would no longer allow withdrawals from my account. No one ever told me I had to sign anything and I assumed that my chat would be recorded, because they are supposed to be! In fact, I wanted to contact via chat so that there was a record of my conversation. Regardless, charging over $300 in overdraft fees when you have been notified that the account will be closed soon and that we are not authorizing any further withdrawals so we can make the account whole and close it, IS CRIMINAL. I demand that my overdraft fees (and all of them!) be returned so that we may afford to pay off the balance and close this account. I am now being told by the bank that we have 45 days to pay this balance or it will be reported to the credit bureau. The reason we are closing this account in the first place is because it authorized a fraudulent transaction of $950 to begin with! This bank needs to be held accountable.

  

  Business Response

  Date: 01/15/2024

  January 15, ****
  
  To: *******************************;
  29027 *****************
  *******, ** 92587
  
  RE: Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on January 9, ****. Altura received your complaint from the BBB on January 10, ****.
  
  Your complaint contends that Altura processed withdrawals from, and assessed overdraft fees to your checking account after you purportedly communicated a request for future transactions to be blocked. I wanted to take this opportunity to clarify the factual misstatements set forth in your complaint. 
  
  As a preliminary matter, I respectfully wish to point out that, when you contacted Altura via its online chat feature on January 4, ****, your account, at that juncture, reflected a negative $480.83 outstanding balance. Under our Courtesy Pay Protection Program, which requires the express, written consent of its members, Altura honors transactions in instances where a checking account does not contain sufficient funds to cover a payment that a member has authorized; this form of overdraft protection is designed to serve as a stop-gap measure in extenuating circumstances, so as to enable members to avoid incurring higher fees and charges that they would otherwise incur (e.g. rejected item fee assessed by a merchant for a dishonored payment or presentment). 
  
  The crux of your complaint is that additional overdraft fees were assessed on transactions that were processed after you contacted Altura on January 4, ****. In actuality, Altura waived these overdraft fees. Furthermore, to clarify, our internal records indicate that, over the course of the online chat that occurred on the above-referenced date, one of our representatives confirmed that future automated clearinghouse (ACH) transactions, also known as electronic funds transfers, would be blocked. You were also provided with instructions to dis-enroll from Alturas Courtesy Pay Program, but you did not opt out until January 9, ****. The arrearage on your account increased, from a negative $480.83 outstanding balance to a negative $791.93 outstanding balance because of debit and point-of-sale transactions (which are distinguishable from ACH transactions) in the amount of $311.10 that you authorized and completed. To reiterate, Altura has waived the overdraft fees on these transactions. 
  
  In view of the foregoing, you are responsible for this outstanding negative $791.93 outstanding balance. In summary, the claims and assertions set forth in your complaint lack any factual basis or the merit. If you have any questions, you may contact Altura at ************.
  
  Sincerely, 
  Legal Department
  Altura Credit Union
  
  

  Customer Answer

  Date: 01/17/2024

   I am rejecting this response because:
  
  I appreciate your prompt and thorough response, although I disagree with your position and memory of what transpired.  For one, the assistant that I last spoke with on January 9, ****, informed me that there was no record of my conversation via chat with an Altura representative on January 4, ****, wherein I requested that all withdrawals from my account immediately stop. Therefore, I find it odd that Altura now has a record of this conversation.  Regardless however, I was led to believe expressly and by implication that no further withdrawals would occur henceforth.  Since you now have a copy of this conversation, I suggest you re-read it.  Additionally, I was informed that in order to close my account I would need to either go into a local branch or call Altura directly.  At no time during this chat conversation was I informed that I was required to sign a form, withdrawing my permission for overdraft protection, etc.  

  Further, as I review my transaction ledger at the time of the drafting of this response (4:45pm on January 17, ****), I have three (3) withdrawals after January 4th as well as two (2) overdraft fees. So, I am a bit confused as to why you are insisting that the overdraft fees after January 4, ****, were waived.  This is completely false. Further, a deposit was made on January 4, ****, in the amount of $255, in a good faith attempt to bring my balance to zero and close the account.  However, Altura decided to not honor the agreement I made with the representative via chat on January 4, ****, and instead allowed further withdraws from the account and assessed further overdraft fees.  
  As for the negative balance prior to and up through January 4, **** (although I am inclined to dispute those as well), I was and still am willing to pay that in order to settle our account and then close it.

  Thus, due to the aforementioned and in the interest of settling matter without the need to dispute it further, I am willing to pay the amount owed as of January 4, ****, in the amount of $194.97. 

  I look forward to your prompt response.

  
  

  

  Business Response

  Date: 01/25/2024

  January 25,2024
  
  To:        *********************************
                ***** *****************
                *******, ** 92587
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  Alturas position remains the same. A representative informed you that in order to block any future non automated clearinghouse (ACH) transactions you would have to either call in or go into a branch. You did not complete this until several days later. Altura has waived the two overdraft fees associated with the withdrawals made after January 4,2024, leaving a remaining outstanding negative balance of $791.93, in which you are responsible for.
  
  You may contact Altura at ************ with any additional questions.
  
  Sincerely,
  Legal Department
  Altura Credit Union 

• Initial Complaint

  Date:12/28/2023

  Type:Product 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.

  I was a victim of fraud and my not just 1 bank account but 3 of my bank accounts were compromised. I had to leave out of the country for a family emergency. Someone got into my personal bank cards and used my cards and spent my money. There was numerous transactions done and at the location where i was i had no reception unless i was on WiFi and was unable to receive calls or text. After my 6 day travel and upon my return after is when i noticed everything that had been taken out of my account .I reported to all 3 different banks and opened fraud claims. Out of the 3 banks 2 of them have already conducted an investigation and returned me my money. To this day there is 1 bank that has provided the worse service and the most disgusting outcome that i did not was even possible for a bank to have such an outcome. Altura Credit Union denied my claim and refused to give me or credit me my money that was taken out of my account based on 3 factors: 1) I didn't report it in a timely manner ( WHAT!!! is 5 to 6 days not adequate to report the fraud ? If i wasn't in the country nor anywhere with service and unaware of whats going on; how can i have reported it any faster than a few days of it happening without knowing?!!!) 2) This one is ridiculous , The lady over the phone asked me when is the last time i have seen my physical card and i told her on the 3rd and i left to my trip day after. Their conclusion stated that since the card had been missing since the 3rd and i didn't report it in time it makes me liable; but i told her that she asked me when was the last time i seen the card and shes twisting my words that since i last saw the card on the 3rd im basically stating the card was lost that day!!! I didn't even know the card was stolen even when i got back . I noticed it was lost when i started to look for it and could not find it , and that was the day i called the bank. 3rd) The say that since my physical card was used for some of the purchases that it falls on me!

  

  Business Response

  Date: 01/02/2024

  January 2, 2024 
  
  To:Ms. ****** Y ****** 
  ****************************************
  *************, ** *****
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on December 29, 2023. Altura received your complaint from the BBB on December 29, 2023.
  
  Your complaint pertains to transactions that were authorized and processed on September 10, 2023 from your Altura checking account, totaling in $1,412.33. Alturas records indicate that you previously filed a dispute on September 14, 2023, which was denied on September 19, 2023.
  
  As a preliminary matter, I respectfully wish to point out that your complaint contains several factual misstatements. Here, irrespective of the time-frames that you cited for reporting the loss of your Altura debit card, the dispute that you filed was denied because our investigation uncovered the fact that the transactions that you now seek to disclaim were, in fact, authorized and processed based on the successful manual entry of your unique personal identification number (PIN), along with the presentation of your physical debit card. Furthermore, our internal records indicate that, on the date that these transactions occurred, you logged in and successfully accessed your account information via Alturas online banking platform. Taken together, these facts unequivocally confirm that these transactions occurred with your express knowledge and consent. The conclusions that other financial institutions have reached on different disputes that you filed for transactions involving accounts unrelated to the one that you maintain with Altura are irrelevant to the merits of this complaint. 
  
  Alturas re-review of this matter has yielded the same conclusion as its prior investigation. If you have any questions, you may contact Altura at ************.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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.

  I went into the ****** branch to cash a check and to pay off my credit builder loan . I gave the teller my check and told her to pay off the credit builder amount with my check and I need the all the cash remaing from my check plus the money from the loan account. The teller gave me my receipt and cash . The teller called me a little after I left and asked if I could return to sign a document to close out my credit builder acct . About 3 weeks later I noticed my acct was negative $587 . When I called altura to ask them why my acct was negative they said because the teller overpaid me . I told them that wasnt fair to put my account in negative and if I could be put on a payment plan . I spoke to branch manager ****** of ****** and to several phone representatives . They all said they couldnt take partial payment it was all or nothing . I argued . The branch manager told me to wait until my account when into collections so I can set a payment plan up. I have another joint acct where I put my check into to pay my bills. I set all my bills to be paid and taken. Out of my joint acct . I realized that my account was at a zero balance . My negative acct pulled from my joint acct now none of my electricity water and gas bill will be paid due to altura pulling money out of one acct to another when they told me I couldnt pay partial or set up a payment plan I was told to let the account go to Collections in order to set up a payment plan . Now when Im asking that the money taken from me to pay off part of my negative be returned in order to pay my bills . Altura refused

  

  Business Response

  Date: 12/08/2023

  December 8, 2023 
  
  To: Ms. ***********************************     ***********************************************     ******, ** 92571
  
  RE: Better Business Bureau Complaint #********
  
  Dear ****************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on December 4, 2023. Altura received your complaint from the BBB on December 4, 2023.
  
  Your complaint surrounds transaction activity that occurred at one of Alturas branches on October 3, 2023. You deposited a check in the amount of $1,590, and withdrew cash funds in the amount of $2,525. Due to an inadvertent, manual error, a credit (specifically, $589.12) in excess of the amount of the check that you actually deposited, was applied, which represented a portion of the aforementioned cash funds that you withdraw. A branch employee phoned and informed you of this discrepancy shortly thereafter, and you provided the assurance that you would return the excess funds that you had received. 
  
  To date, Altura has not heard from you, despite repeated attempts to contact you in the weeks following this transaction. As a result, on October 20, 2023, Altura exercised its right of offset, pursuant to the terms set forth in your account services agreement, in order to partially cure this account arrearage. Out of the $589.12 amount of the excess credit that you received, a balance of $357.78 remains, in order to correct the disparity of the cash funds that you withdraw. 
  
  Please contact Altura at ************, in order to make the payment arrangements to cure this arrearage.
  
  
  Sincerely, 
  Legal Department
  Altura Credit Union 
  

• Initial Complaint

  Date:11/13/2023

  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.

  I am not liable for the debt with Altura Credit Union. This account and debt belongs to my father "*************************" who also has the same name as me.

  

  Business Response

  Date: 11/17/2023

  November 17,2023
  
  To:        Mr. *********************************************************************************************************** ************************************* #****
                *******, ** 92336
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ******************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on November 13, 2023. Altura received your complaint from the BBB on November 13, 2023.
  
  Your complaint surrounds an auto loan that you obtained from Altura in October 2019, in the amount of $29,261.68, in order to finance the purchase of a vehicle. Your complaint disclaims your responsibility for this debt, because you contend that the account and debt belong to your father **************** also has the same name as [you].
  
  In actuality, Alturas records indicate that at the time you applied for the auto loan in October 2019, you presented valid forms of government-issued identification, specifically your ********** drivers license, accompanied by your social security number, which were verified by Altura. Here, the information that Altura has provided to the credit reporting bureaus about this loan is accurate.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair 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.

  I had fraud happen to my account where money was being wired out of account. ********************** failed to alert me about suspicious activity happening for months. They did not call/email/text saying their was unauthorized devices accessing my account online. They finally did alert me in July 2023, which was weeks after it had been going on. They did process the fraud claim, but still owe me over $10,000. I reached back out to them multiple times and smoke to two supervisors ***** and *****. ***** was actually helpful and said she would investigate further, but unfortunately failed to email me or call back with any updates. I spoke to the team at Remitly the company used to wire my money and their team advised me Altura Credit Union did not submit all of the fraudulent claims. Of all 11 transactions I was only paid for 7 of them. I have trusted my number with them for over 20 years and their customer service and follow up has been absolutely horrible.

  

  Business Response

  Date: 10/11/2023

  October 11,2023
  
  To:        **************** Trujillo         
                ****************************************
                *****, ** 33131
  
  RE:        Better Business Bureau Complaint #********
  
  Dear ********************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on October 6, 2023. Altura received your complaint from the BBB on October 6, 2023.
  
  Your complaint pertains to automated clearing house (ACH) transactions that were authorized and processed from April 2023 through July 2023 from your Altura checking account. *********************** records indicate that you previously filed a dispute on July 12, 2023, and you received a partial credit that was applied on July 14, 2023.
  
  Alturas re-review of this matter has yielded the same conclusion as its prior investigation. I respectfully wish to point out that Altura has instituted comprehensive controls to prevent fraud and protect the assets of its members. I note that Altura attempted to contact you on April 14, 2023, after one of the aforementioned ACH transactions was flagged for review. Alturas subsequent and numerous attempts to reach you were also unsuccessful.
  
  Our records indicate that you finally contacted Altura on July 12,2023, and filed a claim disputing these affected ACH transactions. Under regulatory guidelines, consumers bear the responsibility to review their periodic account statements and file any dispute within 60 days after a given account statement has been sent. Here, you filed your claim outside of this prescribed time-frame, and Altura has investigated your dispute in accordance with these regulatory guidelines, culminating in the decision to issue a partial credit.
  
  If you have any questions, you may contact Altura at ************.
  
  Sincerely,
  Legal Department
  Altura Credit Union
  

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair 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.

  Aug 1 2023 Paid for a purchase for $18,000 to Banxa.I was told within 72 hours I would recieve what I purchased. I contacted Banxa and after 6 days of going back and forth, they told me to call Altura Credit Union and file a dispute on the charge (I have email proof of this) After I did Altura Credit Union to start a claim they denied it. Now I have lost $18,000 Altura is not protecting their customers from fraud nor is Banxa refunding, asking me to file a claim. Altura Credit Union keeps telling me to contact ***** and ***** keeps telling me to contact Altura Credit Union. I need a full refund, if I have to I will get a lawyer for lost pay and time for the $18,000 lost due to this.

  

  Business Response

  Date: 08/29/2023

  August 29, 2023
  
  To:        *********************************
                ****************************
                **********, ** 92596
  
  RE:        Better Business Bureau Complaint #********
  
  Dear **********************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #) that you submitted to the Better Business Bureau (BBB) on August 25, 2023. Altura received your complaint from the BBB on August 25, 2023.
  
  Your complaint involves your Altura checking account, and relates specifically to a debit card payment transaction in the amount of $18,000 that you authorized on August 2, 2023, to Banxa, a cryptocurrency trading platform.On August 7, 2023, you filed a claim to dispute this transaction. This claim was subsequently denied by Altura.  
  
  Alturas re-review of your claim has yielded the same conclusion as its prior investigation. As a preliminary matter, I would like to point out that Altura does not issue, store, or transfer crypto assets. Here, you sent funds to Banxa, with accompanying instructions for the merchant to purchase Tether cryptocurrency stablecoins and transfer them to a digital wallet. In connection with Alturas investigation of your claim, Banxa has indicated that this transfer was made in accordance with the instructions that you provided, but it appears that, due to an inadvertent error, you mis-directed the Tether cryptocurrency stablecoins to a different digital wallet than the one that you own. Altura had no involvement in this mistaken transfer, and therefore, Banxa is the proper party to address and resolve any dispute over the funds that you paid to them and the return of the mis-directed Tether cryptocurrency stablecoins.
  
  If you have any questions, you may contact Altura at ************.
  
  Sincerely,
  Legal Department
  Altura Credit Union 

  Customer Answer

  Date: 08/29/2023

  There was no mistake on my part when I purchased the Crypto Currency. ***** sent the money to a wallet which I do not own and never used. Once I told Banxa they told me that they can't reverse anything thing even if they money was sent to the wrong wallet. They told me to contact you guys to get my money back and file a claim. I have proof of this and sent you a screen shot. I can provide a full email log of the conversation.  It shows Banxa do not do refunds and only ask me to contact Altura.   I trusted you guys as my bank to keep my transactions safe. I used my debt card to make sure incase anything happened I would be safe and can contact you guys.  
  
  Banxa scammed me out of my money.  After I told them, They want told me twice to contact you guys and do a chargeback by filing a claim.
  
  This isn't a mess up on my part, I have purchased crypto multiple times using my Altura card without issues using moonpay.  
  
  Please approve the claim, I have lost over $18,000 due to this. I will re attach the conversation I had with Banxa tell me to file a claim against them.
  
  
  

  

  Business Response

  Date: 08/31/2023

  August 31, 2023
  
  To:        *********************************
                ***** ***********
                **********, ** 92596
  
  RE:        Better Business Bureau Complaint #********
  
  Dear **********************,
  
  Alturas position remains unchanged. You disclaim any responsibility for the error that caused Banxa to send the Tether cryptocurrency stablecoins that you purchased to a wallet that you do not own, but Banxa has indicated that this transfer was completed in accordance with the instructions that you provided. Unfortunately,instituting a chargeback is not an option, because you completed the debit payment to Banxa, which was processed by Altura based on your express authorization. Altura had no role in the subsequent transfer (or mis-transfer)of the Tether cryptocurrency stablecoins, so therefore, you should resolve the dispute over, and responsibility for, any error that occurred directly with Banxa. The fact that you have previously purchased cryptocurrency, without incident, through other cryptocurrency trading platforms is irrelevant to the facts of this specific matter, because, in those other transactions, you presumably did not make the same error that Banxa claims as having occurred here.
  
  If you have any questions, you may contact Altura at ************.
  
  Sincerely,
  Legal Department
  Altura Credit Union
  

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair 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 the custodian of my daughter, ***, checking account. I contacted ********************** Bank customer service on 7/26/23 to ask them about the six *** transfers of $111 each month for 6 months from February through July (totaling $666) from my daughters checking account. The representative told me the *** transfers were to the ******************* and shed need to contact them. My daughter scheduled an in-person meeting with the ******************* office a few days later. A staff there told her they did not initiate the *** transfers and there is no tax levy order against her. I called Alturas customer service again on 8/9/23 and informed the representative that the ******************* told my daughter she does not have any tax levy order against her so I asked the bank rep to show me the levy order letter. The rep put me on hold. When he returned he asked if I know someone named ****. I said no. He put me on hold again. After he came back, he told me that someone had mistakenly typed in my daughters account number to pay for ***** taxes to the ******************* by mistake and he said that it was probably because my daughters account number is similar to ***** account number. He told me I needed to get a new account number for my daughter and file an *** dispute form with the bank. I went inside my local Altura branch on 8/10/23 to get a new account number and to fill out the *** dispute form. The banker told me that Altura will only reimburse my daughter for 2 months of the mistaken *** transfers (for Feb and March) and not the other 4 months (Apr, May, June and July). I told the banker that my daughter did nothing wrong so why is she out $444. The bank was the one that entered the account numbers incorrectly and the bank was the one that did not check to make sure the name matches the account number. I asked the banker why the bank didnt check to see if the name matches the account number before making the *** transfer and she said no bank does that.

  

  Business Response

  Date: 08/18/2023

  August 18, 2023
  
  To:        ***********************
                ***********************************
                *********, ** 92506
  
  RE:        Better Business Bureau Complaint # ********
  
  Dear **************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on August 15, 2023. Altura received your complaint from the BBB on August 15, 2023.
  
  Your complaint surrounds six automated clearing house (***) transactions that occurred on a recurring monthly basis in the amount of $111 (for a combined total of $666 that was paid to the ********** ******************** from February 2023 through July 2023, which were made from an Altura checking account belonging to your daughter, for which you serve as the custodian. Alturas records indicate that you previously filed a dispute on August 10, 2023, and you received a partial credit that was applied on August 11, 2023. You have questioned the rationale for why a partial, rather than a full credit was issued.
  
  As a preliminary matter, I respectfully wish to point out that the root cause is attributable to an error that was made by a third-party, presumably,either the tax preparer or the party responsible for remitting the aforementioned payments due to the ********** ******************** The facts indicate that this third-party inadvertently transcribed the incorrect account number from which the ********** ******************* received these six monthly tax payments; it is an uncommon, but occasional occurrence for a tax preparer or taxpayer to input information for an *** transaction that is off by a single digit in an account number sequence. Your complaint contains the misstatement that Altura was the one that entered the account numbers incorrectly. In actuality, Altura had no involvement in this mistake.  
  
  We empathize with, and understand the inconvenience that this third-partys error has caused. Altura has notified the ********** ******************* about the mis-directed payments that were made from your daughters account, but we were informed that any request for remuneration must be made directly by the account-holder adversely affected by the third-partys error. Based on the underlying facts,Altura anticipates that the ********** ******************* will act on your request by issuing a credit via *** for the funds that were incorrectly paid from your account and seeking the correct payments from the party responsible for this tax obligation. I note that, after the ********** ******************* issues a credit for the full amount ($666) that was incorrectly paid from your ****************************** will, in turn, reverse the provision $222 credit that it applied.
  
  You also inquired about why Altura issued a partial, rather than a full credit. I wanted to take this opportunity to point out that regulatory guidelines impose an obligation on consumers to review their monthly checking account statements. Specifically, consumers bear an obligation to report an unauthorized electronic fund transfer that appears on their account statement within 60 days of its issuance. Otherwise, they are responsible for transactions outside of this 60-day window. Here, I note that you contacted Altura approximately 6 months after the first transaction occurred in February 2023. Alturas re-review of this matter results in the same conclusion as its prior investigation.Altura was not the cause or source of the error made by the third-party, and we credited the *** transactions totaling $222, which occurred in February and March.
  
  If you have any questions, you may contact Altura at ************.
  
  Sincerely,
  Legal Department
  Altura Credit Union
  

  Customer Answer

  Date: 08/21/2023

   I am rejecting this response because:
  My daughter did not do anything to cause the *** mistake. She did not input the wrong bank account number. ********************** is the bank that facilitated the *** transfers without checking to make sure the name on the account matches the checking account number. My daughters checking account should be made whole. I will file a complaint with the ********** *********************** on this matter if necessary. I plan to seek all necessary recourses to get the $444 that my daughter is out due to no fault of hers. 
  
  

  

  Business Response

  Date: 08/30/2023

  August 30, 2023
  
  
  To:        ***********************
                ***********************************
                *********, ** 92506
  
  RE:        Better Business Bureau Complaint # ********
  
  Dear **************,
  
  Our position remains unchanged. Altura did not cause this mistake, and we had no involvement or control over the third-party that input and communicated the wrong account number to the ********** ******************* to deduct its tax payments.
  
  The appropriate and proper remedy is for you to contact the ********** ******************* to request the correction of this mistake. Altura previously contacted this agency, and was informed that any request for remuneration must be made directly by the account-holder who was impacted by the third-partys error.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union 

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair 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.

  ALTURA CREDIT UNION I am trying to contact Altura, CEO *******************************. After being a victim of identity theft, I ended up with a closed Altura collection account on my ********************** report. I am a young adult and I HAVE PERFECT CREDIT! I have 16 accounts and except for this collection, every account has been paid PERFECTLY! I requested a member of upper management and was told ************************* would call in 2 days and now it is going on 2 months, but he has never called. No matter how many times I ask customer service to have ***** call me, he never does. My credit score was 746 and now it is in the low 600s.I am very disappointed with Altura Credit Union for the lack of response and being seemingly unconcerned to assist a customer and victim of identity theft.When I found out my identity had been stolen, I properly filed a police report and notified the credit bureaus so they could freeze my credit from being used.Unfortunately, the thief had stolen my rental app logins and was able to lease vehicles and charge them directly to my attached bank accounts. Freezing my credit did not stop the theft and by the time it was discovered, I had thousands of dollars in losses. The police also tried to arrest the individual, but they could not locate him.I now have a collection and account charge-off from Altura on my credit report. I HAVE PERFECT CREDIT with the exception of Altura credit union. When I tried to dispute the charges Altura told me it was over 45 days so the matter could no longer be disputed.I work hard and have strived through COVID to maintain good credit. My credit is truly suffering and they wont even have management call me. I am praying that ******************************* or a member of management will contact me. If anyone can assist me, please contact me. I sincerely need help.

  

  Business Response

  Date: 08/16/2023

  August 16, 2023
  
  To:        ***********************************
                912 *********
                *******, ** 92311-6765
  
  RE:        Better Business Bureau Complaint #********
  
  Dear **************,
  
  I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Better Business Bureau (BBB) on August 10, 2023. Altura received your complaint from the BBB on August 11, 2023.
  
  Your complaint pertains to information that Altura has provided to the credit reporting bureaus with regard to your checking account, which was charged off, due to a negative outstanding balance. As a preliminary matter, I respectfully wish to point out that your complaint contains several factual misstatements.You allege that you are a victim of identity theft, which caused thousands of dollars in losses, and your complaint faults Altura for its lack of response and being seemingly unconcerned to assist a customer and victim of identity theft.  
  
  Here, the underlying facts contradict your assertions. Alturas records indicate that, at the time that you opened your checking account in December 2021, you presented valid forms of government-issued identification, specifically,your social security card and ********** drivers license, which were verified by **********************. The details in your account application was also validated and confirmed with information derived from a third-party consumer reporting agency.Your account history reflects a consistent pattern of use over the span of the eleven months that followed, and you have not previously disclaimed any of this transaction activity.
  
  In November 2022, your checking account went negative, in the amount of - $356.84, due to your authorization of transactions that exceeded your balance. Alturas internal records indicate that we subsequently sent several notices and made numerous attempts to contact and advise you to cure this arrearage and restore your account to good standing, in order to avoid its closure and the charge off of the unpaid balance. Unfortunately, these efforts were unsuccessful,and this debt was charged off on December 28, 2022.
  
  Our system notes also documented a call that you made to Altura on June 28, 2023, disclaiming this debt and attributing it to an unnamed third-party. You assert that [you] requested a member of upper management but [Altura] has never called. In actuality, our internal records indicate that you spoke with an account supervisor on July 10, 2023, but you refused to provide the information about the specific transactions tied to this debt, which you were disputing. In addition, on July 13, 2023, another account supervisor tried unsuccessfully to reach you over the phone.  
  
  Your complaint states that you are seeking correction to a credit report. You still bear a legal obligation to pay this arrearage, and if you do so, the charged off debt will be reported as having been paid. The facts cited in this response affirm the validity of this debt, as well as the accuracy of the corresponding information that has been reported to the credit reporting bureaus. You have not offered any information to substantiate the fact that your Altura checking account was opened due to identity theft, much less any details that would corroborate your contention that you did not incur this debt.
  
  If you have any questions, you may contact Altura at ************.
  
  
  Sincerely,
  Legal Department
  Altura Credit Union