Complaints
This profile includes complaints for Altura Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 39 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/01/2023
Type: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 made 11 transactions during July 2023, with the last two purchases occurring on July 29. According to Altura's guidelines, 11 transactions in a single month would entitle me to a full share of my money market account. However, Altura has instead scammed me out of over $100 by not giving me the full share.
When I tried contacting customer service, they said the transactions have to *clear* within the month, but that is not stated anywhere in their disclosure regarding the money market account; they simply state that the *transaction* must occur within the month. I followed the rules. I would like to be properly compensated.
Business Response
Date: 08/07/2023
August 7, 2023
To: Ms. ******** ***
***** Van ***** PMB **
*********, Ca *****
RE: Better Business Bureau
Complaint #********
Dear Ms. ***,
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 1, 2023. Altura received your complaint from
the BBB on August 2, 2023.
Your complaint relates to the monthly dividend rate of your ‘Prestige
Money Market’ account with Altura. Altura offers a higher dividend rate if Prestige
Money Market account owners complete ten posted debit card transactions in a given
month. Qualifying debit card transactions include signature and PIN-based point
of sale posted transactions.
In your complaint, you contend that you met this monthly threshold
through debit card transactions that you approved on July 29, 2023. Altura’s
records indicate that these transactions posted on August 1, 2023. However, as
a courtesy, we applied the higher dividend rate to your account; even prior to
our review of your complaint, a dividend of $182.01 posted to your account on
August 1, 2023. I also respectfully wish to point out that, both as a practical
matter and in accordance with the payment processing standards overseen by the
National Automated Clearing House Association, the time-frames between the
authorization approval for a debit card transaction and the final posting of
the payment may span a couple of business days.
Altura values
your membership, and if you have any additional questions, you may contact us at
###-###-####.
Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:07/08/2023
Type: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.
They called me and said there closing my account because it’s been compromised someone in nigrea has my info and they are closing my account because I have no ideaBusiness Response
Date: 07/13/2023
July 13, 2023
To: Mr. **** ****
***** Van ***** Blvd f3 ***
Riverside, CA *****
RE: Better Business Bureau
Complaint #********
Dear Mr. ****,
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 July 8, 2023. Altura received your complaint from the BBB
on July 8, 2023.
Your complaint pertains to a checking account that you opened with
Altura on June 30, 2023. You questioned the basis behind Altura’s decision to
close this account. Our records indicate that this account was flagged due to activity
that indicated possible mis-use, and therefore was designated as high-risk. An
additional further review also revealed discrepancies in the information that
you furnished at the time that this account was opened. Consequently, Altura made
the decision to close your account, due to these considerations and factors,
which derive from regulatory guidelines that we are required to follow.
If you have any questions, you may contact Altura at ###-###-####.
Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:06/28/2023
Type: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 received a phone call on Saturday 05/27/2023. Caller identified themselves as Altura. They asked if I was traveling in New York because there was a suspicious charge totaling $230. They asked how I wanted to proceed and if I wanted to turn off my card, I said yes. They asked if I had the card with me, I said yes. They stated they would send out a new card to me. I specifically asked when the card would be shipped because I needed my card over the long weekend. They agreed to expedite my card. No personal information was given. On Tuesday 05/30/2023 I went to charge my account and it was declined. Upon checking my account there were several $50 dollar charges from a jewelry store in New York. I reported fraud to my bank for $650 on 05/30/2023. The bank credited my bank account back for all overdraft fees and fraud charges but after bank investigation they determined it was my fault information was leaked. On 06/14/2023 I received my next paycheck and upon checking my account I noticed the bank had reversed the credit and added courtesy fee charges, leaving me in the negative.Business Response
Date: 06/30/2023
June 30, 2023
To: Ms. M****** *******
*** ******** ***
Hemet, CA *****-9150
RE: Better Business Bureau Complaint #********Dear Ms. *******,
I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #********) that you submitted to the Department of Financial Protection and Innovation (DFPI) on June 28, 2023. Altura received your complaint from the DFPI on June 29, 2023.Your complaint disputes the validity of transactions involving your Altura checking account that were authorized on May 28, 2023, totaling in $650.00. Your complaint states that you subsequently contacted Altura on May 30, 2023 to file a dispute, which was denied.
Altura’s position remains unchanged. The results of this review mirror the findings of our prior and investigation. Altura has instituted comprehensive controls to prevent fraud and protect the assets of its members; these measures include the use of multi-factor authentication (MFA), as well as additional layers of automated and manual safeguards. Here I note, the transactions that you seek to disclaim were associated with account online log-ins using the MFA process that you successfully completed through the use of your personal cell phone. The underlying facts that we uncovered unequivocally confirm that these transactions occurred with your express knowledge and consent.
If you have any questions, you may contact Altura at ************.Sincerely,
Legal Department
Altura Credit UnionCustomer Answer
Date: 07/01/2023
I am rejecting this response because:
I did not make these charges and were unaware of them being made. I gave no one my information. My card and my personal information was never given to anyone. I’m a single female with twin girls. I just moved into a place from living in my car for several months. In no way would I give or make these charges.Business Response
Date: 07/10/2023
July 10, 2023
To: Ms. M****** *******
***
Estancia Way
Hemet,
CA *****-9150
RE: Better Business Bureau
Complaint #********
Dear Ms. *******,
I respectfully wish to point out that the conclusions of Altura re-review
of this complaint culminated in the same findings for the prior dispute you submitted;
these conclusions were based on evidence indicating that this account activity
occurred with your consent and knowledge. The underlying facts contradict your
assertions, because these transactions were verified and completed through the
use of multi-factor authentication (tied directly to your personal cell phone)
and IP addresses that match your prior account log-ins.
If you have any questions, you may contact Altura at ************.
Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:05/08/2023
Type: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 fraud claim on money that was sent to someone’s account by someone who stole my phone. I filed a case with the sheriffs department. Even with a case number they still dismissed my claim which resulted to closing my account and leaving money owed.Business Response
Date: 05/12/2023
May 12, 2023
To: Ms. ******** ******
***** ******* Ave ***
****** Valley, CA *****
RE: Better Business Bureau Complaint
#********
Dear Ms. ******,
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 May 8, 2023. Altura received your complaint
from the BBB on May 8, 2023.
Your complaint
surrounds transactions involving a prior Altura checking account that you
contend you did not authorize. As a preliminary matter, I respectfully wish to
point out that your complaint pertains to the denial of a prior fraud claim
that you filed in August 2021, approximately one year and nine months ago.
Altura’s
position remains unchanged, and you have not offered any new facts or
information that would warrant a reversal of the prior denial. Your efforts to
disclaim these transactions is undercut by the fact that you previously attributed
these expenditures to another individual whom you were romantically involved with.
The information that Altura uncovered in
its review and investigation supports the inference that these transactions
occurred with your authorization and consent.
If you have any
questions, you may contact Altura at ###-###-####.
Sincerely,
Legal Department
Altura Credit
UnionCustomer Answer
Date: 05/12/2023
I am rejecting this response because:
Even thought there was a romantic involvement previously, these transactions were not made with my consent which why there is a case opened with the sheriff’s department. My phone was stolen.Business Response
Date: 05/16/2023
May 16, 2023
To: Ms. ******** ******
***** ******* Ave ***
****** Valley, CA *****
RE: Better Business Bureau Complaint
#********
Dear Ms. ******,
Altura’s position remains unchanged. The results of our review mirror
the findings of the investigation that Altura previously carried out in
reviewing your fraud claim in August 2021. The underlying facts and evidence,
which include, among other things, matching internet protocol (IP) addresses of
successful account log-ins and the transactions that were authorized online, indicate
that these expenditures occurred with your knowledge and consent.
You may contact
Altura at ###-###-#### with any additional questions that you have about this
matter.
Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:04/15/2023
Type: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.
Me cobran embargo cuando tengo todos mis pagos puntuales y nadie me ayudaBusiness Response
Date: 04/19/2023
April 19, 2023
To: Ms. ******* ********
***** *********** Dr.
****** Valley, CA *****
RE: Better Business Bureau Complaint
#********
Dear Ms. ********,
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 on April 15, 2023. Altura received your complaint from
the DFPI on April 15, 2023.
Your complaint involves
an auto loan that you obtained from Altura. The text of your complaint consists
of a single sentence that lacks specificity and detail, but your inquiry likely
surrounds a recent auto accident, which resulted in your vehicle being towed. Subsequently,
the tow truck operator notified Altura that you had not the necessary arrangements
to retrieve the vehicle from the facility where it was taken and stored. In
turn, Altura made several unsuccessful attempts to contact and advise you to
pick up your vehicle, so that you could avoid the daily storage fee that was
assessed by the tow truck operator.
Ultimately, in
order to protect its interest in the vehicle that secures your auto loan,
Altura arranged for your vehicle to be retrieved by advancing the fees assessed
by the tow truck operator that responded to the scene of your auto accident. You
are responsible for these third-party costs, and we are coordinating with your
insurance company to facilitate the estimation and coverage of the damage to the
underlying collateral vehicle. If you have any additional questions, you may
contact Altura at ###-###-####.
Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:04/13/2023
Type: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.
On March 30, 2023, I was looking in my purse and noticed that my bank card was missing. I last remembered using it at the gas station on March 29th when I was on my way home from work. I was not feeling well so I went straight home from the gas station and had not left the house when I made the call to Altura to report my card missing. I called Altura on March 30, 2023 to state my card was missing and I looked at my account and noticed that over $10,000 was missing from my account. The rep went over the last transaction that I remembered doing and asked about 2 other transactions. One was mine and the other was not. She stated that some transactions were done as a debit and others were done as credit. I asked her how the debit charges could be done as they would have to have my pin. She told me that where the charges were done that might have been able to bypass the pin. She told me it would take 7-10 business days to investigate. On the **** business day April 13, 2023, I called again to see what the status was. The first rep I spoke to stated that another rep tried calling me to get some questions answered and now that I had answered them it will be another 7-10 business days. I told her that no one tried calling me, I wanted her name to add to my police report and the call disconnected. I called back and the rep then stated it will be another 7-10 business days after they receive the police report (the report I was never originally told to file). I told her that I needed my money and she stated she would ask if some of my money could be released temporarily. This is a huge chunk of money and should not take this long to get back to me. I have had my account over drawn a couple times but would not have happened had I had my money. I want this resolved so I can have my money back and move on with my life.Business Response
Date: 04/18/2023
April 18, 2023
To: Ms. ****** *******
*** W. **** St.
******, CA *****
RE: Better Business Bureau
Complaint #********
Dear Ms. *******,
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 on April 13, 2023. Altura received your complaint from
the DFPI on April 13, 2023.
Yor complaint disputes
the validity of transactions involving your Altura checking account. You assert
that you recently reported that you had lost your debit card after using it at
a gas station, and subsequently realized that “over $10,000 was missing from [your] account.” In its investigation of this matter, Altura uncovered
facts and details that contradict the veracity of your claims. You disclaim any
knowledge or involvement for ten debit card withdrawals from an automated
teller machine totaling $10,137.60, but I respectfully wish to point out that
the authorization and completion of these transactions was subject to the verified
input of your personal identification number (PIN). In addition, your account
history also reflects similar transactions that you have authorized at this
exact same ATM location in the past.
Your complaint
also reflects several other factual misstatements. You assert that “no one [from Altura] tried calling [you].” In actuality, our internal records indicate that an Altura
representative called you on March 31, 2023 but received an out of service
message. In summary, your dispute
has been denied by Altura, based on the objective facts and evidence that establish
that these transactions occurred with your express knowledge and consent. If
you have any questions you may contact Altura at ###-###-####.
Sincerely,
Legal Department
Altura Credit
UnionCustomer Answer
Date: 04/20/2023
I am rejecting this response because:
I did lose my card at the gas station as I recently reported on March 29th. The transactions made were not done by me and if someone obtained my PIN, they did so without my knowledge or permission. There really is only one way that I can think of that someone could have obtained my PIN and that is with a fake system placed at the gas pump where I last used my card and PIN.The charges that I am disputing are not my charges. Within two days over $10,000 was taken from my account. How this is possible is beyond my reasoning as my daily limit for spending is $1000 and my max withdrawal is $1000. Because I have frequented the place in the past where these transactions took place is no basis they are mine. When I spoke to the representative on the phone on April 13th she stated an investigation couldn’t even start until I filed a police report. A police report cannot be filed until I have my bank statement showing these transactions which I won’t get access to until May 1st.
You also mentioned that I am stating untrue statements about a representative calling me but when I tried getting the information of when this was supposed to of happened I was not given a date, let alone my phone has NOT been shut off in the 17 years of having this number. I even asked for the representative’s name and conveniently the line disconnected and when I called back I was not able to get their name.
There is no evidence in your claim that I made the transactions. The only thing you state is I frequented the place. Me going to places within my city/county or even surrounding counties and using my money at very frequented places is not proof that I made the transactions.
I am going to continue fighting until my money is returned to me.
Business Response
Date: 04/26/2023
April 26, 2023
To: Ms. ****** *******
*** W. **** St.
******, CA *****
RE: Better Business Bureau Complaint #********
Dear Ms. *******,
Your response states that “[t]here is no evidence in your claim that I made the transactions.” To the contrary, Altura’s investigation has unearthed definitive evidence that you authorized and made these withdrawals at ******* Casino. You cite your $1,000 daily limit for ATM withdrawals as a basis for questioning how these affected transactions, which totaled $10,137.60, could have been completed, but your assertion omits certain key facts. I note that you bypassed the aforementioned daily ATM withdrawal by processing three transactions as point-of-sale purchases; the authorization of these transactions was completed and contingent upon ******* Casino’s verification of the government-issued identification that you presented, along with your Altura debit card. These facts completely contradict your assertion that you lost your debit card, as set forth in your original complaint, and unequivocally refute your modified suggestion that you were a victim of skimming, as set forth in your response.
Furthermore, our system records indicate that, at around the exact same time that these transactions took place, you logged into your on-line banking, inferably to ensure that the withdrawals that you made did not exceed your available checking account balance. The internet protocol (IP) addresses associated with these online account log-ins on March 30, 2023 and March 31, 2023, are identical to the same IP addresses tied to other online account log-ins that coincide with prior visits that you made to ******* Casino. In addition, these online account log-ins also required a process of multi-factor authentication, which was tied to your personal cell phone.
In summary, your attempt to disclaim these transactions is at odds with the objective facts and evidence that unequivocally establish that these transactions occurred with your express authorization and consent. If you have any additional questions, you may contact Altura at ###-###-####.
Sincerely,
Legal Department
Altura Credit UnionInitial Complaint
Date:03/23/2023
Type: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.
On Monday March 20, 2023 I called Altura to resolve a debt with them in order to clear my credit report. They told me to call ConServe, a debt collector, because that’s whom they transferred my account to. I called and spoke to ConServe and Altura in a 30 minute time span 3 times each. This is the information I recovered from ConServe. They said my account was paid in full. On February 12, 2021 and March 2, 2021 I paid 125.19 each time and my account was paid in full. I spoke to supervisor Sean at ConServe and he told me he would email me a confirmation email, which he did. Then today I went to Riverside to the University Ave branch to show them the letter and no one believed the content of the letter in front of them. They said I still owed them $125.19 and because I need this off my credit report I paid them. They need to be disciplined for this. $125 may not be a lot but if their incompetence is making hundreds of other members to overpay a debt it adds up.Business Response
Date: 03/28/2023
March 28, 2023To: Ms. ******* ************ ******** Avenue HalfSan **********, CA *****RE: Better Business Bureau Complaint #19****74Dear Ms. ********,I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #19****74) that you submitted to the Better Business Bureau (BBB) on March 23, 2023. Altura received your complaint from the BBB on March 23, 2023.As a preliminary matter, I note that this matter surrounds a prior checking account that you had with Altura, which was charged off in December 2019, due to a negative outstanding balance that you owed, in the amount of $250.38. Our internal records indicate that Altura made numerous attempts to inform and advise you to cure this delinquency, in order to restore your checking account to good standing and avoid charge off. Unfortunately, these efforts were unsuccessful, and the recovery of the negative outstanding balance was assigned to Altura’s debt collection agent.I respectfully wish to point out that your complaint contains several factual misstatements. You assert that, in 2021, you made two separate payments, each in the amount of $125.19, on February 12 and March 2. This is inaccurate; our records indicate that you made a single payment, in the amount of $125.19 on February 12, 2021, which left a remaining outstanding balance of $125.19 ($250.38 minus $125.19).More recently, on March 23, 2023, you visited one of Altura’s branches and made a payment of $125.19 that covered this remaining outstanding balance. The information that Altura has reported to the credit reporting bureaus has been updated accordingly. You may contact us at ###-###-#### if you have any additional questions. Thank you.Sincerely,Legal DepartmentAltura Credit UnionInitial Complaint
Date:12/26/2022
Type: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 aware of this account. I have reached out to Experian and Transunion Credit Bureaus, and with ALTURA CREDIT UNION to have this account removed from my file and they are always saying the same excuse, which is no longer acceptable. I have filed this as an outcome of Identity Theft. Regardless of all actions done on my end, there was no action from Experian and Transunion Credit Bureaus. Thus, I am reaching out to seek assistance to have ALTURA CREDIT UNION confirm that I have no account with them and that the Experian and Transunion Credit Bureaus can simply remove it from my credit report.Business Response
Date: 12/28/2022
December 28,
2022To: Ms. ********** ******* *******
**** ****** Street Apt ****
*********, FL *****
RE: Better Business Bureau Complaint
#186***34Dear Ms. *******,
I am writing to you on behalf of Altura Credit Union (Altura) in
response to a complaint (reference number #186***34) that you submitted to the Better
Business Bureau (BBB) on December 26, 2022. Altura received your complaint from
the BBB on December 27, 2022.Your complaint pertains to a purported account that you hold with
Altura. Due to the lack of specificity in your complaint, we are unable to
discern the type and nature of the account that you are referencing, among the various
financial products and services that Altura offers. Your name was
cross-referenced with Altura’s system records, but there was no corresponding match
to any existing product or service. Furthermore, our internal records do not reflect
any notation of the report of identity theft that you cited in your complaint.If there are additional details and records that substantiate the assertions
set forth in your complaint, we request that you provide this information, so
that Altura can address this matter to your satisfaction. You may contact us at
###-###-#### if you have further questions. Thank you.Sincerely,
Legal Department
Altura Credit
UnionInitial Complaint
Date:10/17/2022
Type: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 open an account that was restricted and supposed to be converted to a standard account which I spent multiple hours on the phone and guaranteed everything was cleared. I attempted to make a payment using ACH. My credit card company deemed fraud because the restrictions were still in place, even though they told me that there would not be And it forced the creditor to close two accounts and a different creditor. Also attempted to close my account. I have been to branches and card services over the phone. I have been guaranteed numerous times that all restrictions on this account were taking off. What’s the conversion? I should have no issues moving forward . I am still experiencing issues today.Business Response
Date: 10/21/2022
October 21, 2022To: Mr. ******* ************ ***** Dr Apt CDesert Hot *******, CA *****RE: Better Business Bureau Complaint #18*****1Dear Mr. *******,I am writing to you on behalf of Altura Credit Union (Altura) in response to a complaint (reference number #18*****1) that you submitted to the Better Business Bureau on October 17, 2022. Altura received your complaint from the Better Business Bureau on October 17, 2022.Your complaint relates to a Reliance checking account with Altura that you opened in March 2022. Altura’s Reliance checking account is specifically designed for members without a credit history or those adversely affected by prior delinquencies establish/re-establish their credit. In order to obtain a Reliance checking account, members must accept and abide by certain program restrictions, which include limitations on automated clearing house (ACH) transactions. This is the restriction referenced in your complaint, which you agreed to by executing the membership and account services agreement at the time that your account was opened.That being said, our internal records indicate that, in recognition of the responsible use of your Reliance checking account, it was converted, at your request, into an Ascend checking account in June 2022. Consequently, the ACH transaction restriction cited above was removed. Altura’s system records indicate that, following the conversion of this account, you have completed 25 ACH transactions, as recently as October 17, 2022.Altura values your membership, so please contact us at 888-883-7228 if you have any additional questions.Sincerely,Legal DepartmentAltura Credit Union
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