Complaints

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

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  Schools First Federal Credit Union

  15442 Newport Ave Tustin, CA 92780-6473

• 

  Schools First Federal Credit Union

  223 N Jackson #113 Glendale, CA 91206

• 

  Schools First Federal Credit Union

  4204 Riverwalk Pkwy Riverside, CA 92505

• 

  Schools First Federal Credit Union

  21241 Hawthorne Blvd Torrance, CA 90503

• 

  Schools First Federal Credit Union

  5359 W Centinela Ave Los Angeles, CA 90045-2003

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:04/16/2024

  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.

  SCHOOLS FIRST FEDERAL CREDIT UNION (SANTA ***)...VIOLATED "FAIR BUSINESS PRACTICE ACT"...levy minor 13yrs old kids saving account of my (2 twins daughters) children....i demand remove minor kids from all legal action of concerns and re-activate kids saving account ASAP...and return funds taken from kids saving account...note: formal affidavit complaint filed 4/15/2024 with "FDIC; CASE# ******** and "FTC"; CASE# ********

  Business Response

  Date: 04/24/2024

  We are in receipt of a complaint filed with the BBB by ******************************* regarding the incoming **** received on 03/25/2024. This resulted in funds being placed on hold for all accounts where she is an owner in accordance with California Code, Code of Civil Procedure CCP *******, et al.
  
  
  On 04/08, levies were paid out for $6.61 from Ms. ******* individual account. **************** is a joint owner on her two childrens accounts where we are still holding a combined total of $14.57.Since the joint accounts require third party notification prior to funds disbursement, this will remain in effect until we receive further communication from Orange County Sheriffs Department.
  On 04/10, **************** contacted the credit union and was informed when a levy is served the credit union is required to move forward with a levy placement for all accounts that a debtor is named on.
  In accordance with California Code, Code of Civil Procedure we are required to move forward when we are presented with a levy order which includes a third-party account. If **************** needs further assistance, she may reach me at ************************
  
  
  Sincerely,
  *******************
  Manager, ******************************

• Initial Complaint

  Date:04/11/2024

  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.

  I receive a notice early 02/2024 that I needed to use my credit card or it would be cancelled for being dormant. I used my card mid February on car parts. They still closed my account end of February. I called them today and was told there was nothing they could do to reopen, I would need to reapply. This impacted my credit negatively and they still want me to repay the $164.74. Since they screwed me, I want them to waive the amount owed.

  Business Response

  Date: 04/19/2024

  Ms. ***** account was dormant and was in danger of being escheated to the State of California in compliance with regulation. As a result, Credit Card correspondence dated January 31, 2024, was sent to our Members requesting contact with SchoolsFirst FCU. Unfortunately, our Member believed performing a transaction on the card would keep the card open. However,by not contacting us regarding the account status resulted in credit card closure.
  

  We contacted our Members by phone on April 17, 2024, to resolve this concern. We were able to clear the dormancy status on their Membership and re-open the credit card. Our Member has agreed to repay all amounts due per with their agreement with us.
  

  If there are any questions, please call our consumer loan service center at ************, during weekdays between 7 am to 7 pm, or Saturday, between 9 am to 3 pm.
  ********************************* Manager, Credit Card Services

• Initial Complaint

  Date:03/05/2024

  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.

  Within one hour, and in spite of my timely payments for over a year on my accounts at Schoolsfirst as well as my timely payment history, we were turned down for a small loan. We may have considered paying the higher percentage rate, yet still within 1 hour, the decision was rather hastily made in my opinion Their website claims to help with financial needs and they have helped us in the past. My daughter and I have been members since 2011, and have many accounts with them. We did not even have a counter offer from them. And because my payments are always timely, SF invited me to skip a payment as a good faith offer. Now, as we spoke to 3 representatives, we told them we are currently experiencing some financial difficulty.. It has been our experience that Schoolsfirst has worked along with us in the past. This time they seemed unwilling to not even give us a counter offer, just a cold form letter Email with 2 blank bullets. one, not being accurate out of 4 bullets. They could not come up with 2 more reasons for a denial. It is a reality that Covid-19 has had a very bad effect on us, having both of our teaching jobs cut because of school closures, I am now a retired school teacher and in need of help. They say they "made every effort" but did not explain what they were. It didn't seem to matter that we have been good long term customers since 2011. I have an excellent payment history, which seems to not have been considered.

  Business Response

  Date: 03/08/2024

  In response to the filed complaint,we took immediate and proactive measures by reaching out to ********************** to address and resolve her concerns regarding the loan decision. Employing a comprehensive approach, we engaged in a thorough examination, delving into the specifics of her request and meticulously considering the intended purpose of the loan. As a result of this diligent process, we approved the requested amount for **********************, ensuring that her financial needs are met.
  SchoolsFirst FCU abides by all fair lending laws and regulations. If you have any further questions or would like any additional information, please feel free to email me at ************************************* or please contact me at ************************. 

   

  Sincerely,

  *******************************

  Manager, Consumer Loan Underwriting

• Initial Complaint

  Date:01/27/2024

  Type:Order 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.

  Im not liable for this debt with emergency of ce . I dont have a contract with the collection agency i did not sign any paper work they did not provide me with original contract ad I requested

  Business Response

  Date: 01/29/2024

  We have reviewed the complaint submitted by ****************************  We do not have a record of an account or loan for ************** in our database.  It looks as though this complaint references a collection agency "CE Emergency" and may have been sent to SchoolsFirst Federal Credit Union in error.

  Sincerely,

  *********************

  Vice ********** ****** ******* Experience

• Initial Complaint

  Date:01/23/2024

  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.

  On 01/23/**** I have now spoken to two representatives from SchoolsFirst about a current ongoing dispute. This dispute was from last year in October of 2023, and I have not heard any more news, and I assumed all was well with the documentation that I had submitted. I recieved a letter asking for further documentation on January 16th, and I have been attempting to be helpful by providing even more to them, despite the lack of communication.As of January ****, the first representative attempted to be initally be helpful, and was taking my information, so they could submit it to Mastercard who would then dispute with the merchant and get back to me with the results. However, I was in an area with poor cell reception and had to place another call back.I believe her name was ***** for the second representative for my callback with the department. ***** decided that they would not submit my dispute despite the charge already being in dispute because it was not a disputable charge and she was condescending despite me trying to explain to her the situation and the policy. She refused to submit the dispute because she deemed it indisputable. She was exceptionally rude and spoke down to me, and completely overlooked what I was attempting to explain to her.I asked to speak to a supervisor and she would not transfer me to one, instead she said I will get a call back, and I am not hopeful.I thought SchoolsFirst was supposed to protect their clients and now I have been treated like this is both a joke and a scam, despite sending video and photo evidence of me being due for receiving a refund from the merchant, and sections in the merchant's policy that are vague and misleading to the consumer. I do not believe my bank should be deciding after month's of no contact that they are the ones who do not believe I have a dispute case. The evidence has been submitted and I have been attempting to work with them.

  Business Response

  Date: 01/29/2024

  On Oct. 18, 2023, ******************* requested to initiate a Debit Card dispute. On this day we filed a Debit Card dispute for the transaction requested, $198.00 to ****** Airlines. A letter advising ******************* that a claim was filed was sent on this same day to the mailing address on file.
  
  On Jan. 16, ****, we reviewed Mrs. ******** dispute per the guidelines set forth in ***************** to the lack of necessary information, we requested additional documentation to support the dispute. A letter with outlining the information needed was sent to our Members address on file. On Jan. 23, ****, ******************* contacted SchoolsFirst to discuss the request for additional information. As ******************* mentions in her complaint, there was a conversation with one of our teammembers that resulted in poor cell service and the call being disconnected. ******************* called back later that day and spoke again with our Dispute & Fraud Claims team. Upon reviewing the information and documentation that our Member provided, it was determined that we do not have the proper recovery rights due to the terms of conditions of the purchase agreement with ****** Airlines. It was identified that this purchase was for a flight, and that the tickets were used by boarding this flight.******************* stated that she should have not been charged for these flights due to missing a previous return flight. Our teammember advised ****************** that due to these reasons we did not have the ability move forward and could not continue with this dispute. During this conversation, ******************* became upset and asked to speak with Management. Our management placed a follow-up phone call the next day, Jan. 24, ****. At this time there was no answer, and a voicemail was left to assist further. On this same day we sent a letter to *******************, at the address on file that included the decision and reason.  
  
  Sincerely,
  *****************
  Manager, Dispute & Fraud Claims

  Customer Answer

  Date: 01/30/2024

  Kyla,

  You have been incorrectly informed on what the $198 charge is for. That charge is not for tickets, but rather a fee for the flight being changed on ****** airlines behalf.

  My concern is with you and the SchoolsFirst representatives being unable to understand what I am contesting in terms of the charges. I am not contesting the entire flight or the charges there. I am not even contesting any flight tickets, as you claim. This is again for a charge to change the ticket. 

  You quote say, that I said I should not have been charged for the flights. I will again explain to you, this is not a flight ticket I am contesting, it is a charge to change the flight. The representative from ****** said I should not have been charged this, and I have explained this to multiple team members now. 

  The second is the lack of response in terms of your disrespectful representative and anyone would not appreciate how your representative spoke down to them, so an apology is expected on the company's behalf as well. When a representative would rather argue and not listen to any of the details you are providing them, then it is better to speak to someone who can rationally handle a situation. 

  You also blatantly made a false claim in regard to a follow-up call and voicemail. Neither of those were received on my end and I have screenshotted my call log to prove this. 

  I would like to speak with a team member within the next couple of days, as this is completely unacceptable on your part and the company's part to not have the decency to call me. 

  Business Response

  Date: 02/08/2024

  In Mrs. ******** rebuttal, she states that she the transaction for $198.00 to ****** Airlines is not a flight purchase fee but rather a fee for rebooking a flight. Upon further review, our Dispute & *********************** manager did reach out to ******************* to further discuss her experience and the transaction in question.
  
  During this conversation, we had the opportunity to review the documents together and discuss what transpired during our Members flight. Along with our review, we were able to further clarify the flight itinerary that we had received and better explain the dispute process. As of January 31, ****, we have moved forward with the formal dispute process and have advised ******************* of all scenarios. In speaking with *******************, she was aware of the different outcomes and was very appreciative of the help.
  
  Along with our review of the dispute,we also did discuss the interaction that our Member had with our teammember. I have advised ******************* that I did have the opportunity to listen to call,and while the information provided was accurate, I could understand that the situation was stressful and offered my apology to ******************* if she felt that our level of service was not acceptable. Again, ******************* was thankful for the follow-up call with no further call back needed.
  
  We understand the frustration that these situations can cause and strive to provide world class service and communication to our Membership throughout this process. We look forward to being able to assist ******************* with any concerns in the future.
  
  
  Sincerely,
  
  
  
  *****************
  Manager, Dispute & Fraud Claims

  Customer Answer

  Date: 02/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  Date:12/25/2023

  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.

  Schools First Credit Union has two balances in my account. An Available Balance and a Current Balance. The current balance is over $60,000 as funds that were deposited in June 2023 still have not been made into my Available Balance. There is no reason to continue to wait the money as it's all cleared and should now be made available to me for access to use.Please help me get my balance with this bank corrected as I do not have access to all of my checking account funds like I should.

  Business Response

  Date: 01/03/2024

  Our records indicate that in July 2023, ************** deposited 43 checks ranging from $191.51 to $2,683.98, totaling $47,241.67. Each check was drawn from the same financial institution showing the maker of Disposable Contact Lens Settlement Administrator.
  
  In reviewing the items, two of the 47 checks were payable to *********************, 28 had various spellings of his name, and the remaining 17 to entirely different people.
  
  On July 12, 2023, we contacted ************** and informed him that the Disposable Contact Lens Settlement Administrator would research the matter, to which ************** agreed to wait for the resolution. Because there has been no action from the Disposable Contact Lens Settlement Administrator, we have made funds available to ************** on January 3, 2024.
  
  I can be reached at ************ for further assistance and questions.
  
  
  Sincerely,
  
  *********************
  Manager, Fraud Management 

• Initial Complaint

  Date:12/05/2023

  Type:Order 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.

  im not liable with this debt school first credit union. i do not have a contract with this agency. school first credit union. they did not provide me with original contract upon requested

  Business Response

  Date: 12/13/2023

  We are in receipt of the complaint filed with the BBB by ***************************. In the complaint, *************** states she is not liable for the debt with SchoolsFirst FCU as she states she does not have a contract with SchoolsFirst FCU.  **************** states we did not provide her with the original contract upon request. As a result, **************** is asking to have the tradeline removed from her credit report.
  
  After reviewing ***************** complaint, SchoolsFirst FCU is unable to investigate the claim for inaccurate credit reporting, due to missing information as outlined in the Fair Credit Reporting Act. We are unable to determine which tradeline(s) **************** is disputing and the basis of her dispute. We ask that **************** provide the following information in order for us to complete an investigation:
  
  Name of the account holder
  Account number and loan ID(s) being disputed
  The specific credit reporting that is being disputed (i.e. June 2020 30 day late)
  An explanation of the basis of his dispute.
  
  With the above details, **************** may file a credit dispute through the credit reporting agencies directly or mail her dispute to the Credit Union to the address below:
  
  SchoolsFirst FCU
  Attn: Credit Disputes
  PO Box 11547
  *********, ** 92711
  
  SchoolsFirst FCU understands the importance of accurate credit reporting and abides by all fair credit reporting laws and regulations. If **************** has any further questions,she can contact one of our Credit Dispute Representatives at ******************.
  
  
  Sincerely,
  
  *************************
  Manager, Credit Bureau Reporting
  

• Initial Complaint

  Date:10/06/2023

  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.

  On September 16, 2023, I filed a complaint against Schools First Credit Union regarding 2 accounts that they are inaccurately reporting a charge-off on my consumer report. I informed them that I had not received a ****-C Form for the canceled debt. They informed me that the debt was not forgiven so a ****-C was not required. under the *** Publication ****, a ****-C is given whether a debt was Forgiven or Discharged. Both debts were written off. Schools First has received a Tax Deduction also insurance protection on the default of the debt. The *** Clearly defines a charge-off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! Even if you didn't receive a Form ****-C, you must report canceled debt as gross income on your tax return.15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies. As a furnisher Schools First Federal Credit Union has a duty to ensure they are reporting correct and accurate information on a consumer report which they have not. They have been put on notice for the inaccurate information. By Definition, The *** Clearly says a Cancelled debt or Charge-off is Income. The reporting of these accounts as a debt is inaccurate.As a result, Schools First Federal Credit Union must delete both of the accounts from all reporting agencies.

  Business Response

  Date: 10/06/2023

  Our records indicate that ************** had a credit card and a personal loan with SchoolsFirst FCU.  The credit card charged off on 7/2/2018 in the amount of $1,226.97 and the Personal Loan charged off on 5/8/2018 in the amount of $2,845.49. Charging off a debt is not one of the identifiable events that requires issuance of a ****-C Form.  A ****-C Cancellation of Debt form is typically issued when a debt is deemed forgiven, which SchoolsFirst FCU has not in regard to the two loans ************** had with the credit union.
  
  Based on our research, the two charged off loans do not meet the requirements to receive a ****-C Form.  The loans will continue to report charged off to the credit bureaus. As a result, we will not be making any changes to our credit reporting.
  
  If ************** has additional questions, he can contact me directly to ***********************.
  
  
  Sincerely,
  
  
  *************************
  Manager, Credit Bureau Reporting

• Initial Complaint

  Date:09/17/2023

  Type:Product 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.

  Account number: ************ member ************************************************** was negligent in failing to process my dispute for the transaction on May 5, 2023 for $1828.43 The merchant's shipment was lost and they never refunded me. attempts to contact them have been unanswered. There is no evidence that I ever received anything. I had ordered a silver bar, and the company took forever to process the order and never gave me tracking and when I asked them they said it was returned to them. They may have refunded me, but for some reason my bank account did not reflect this, so the merchant refunded me, but your system erred and failed to credit me!I asked a customer service employee to file a ************** on June 10, and they said they did, but then when I called again recently to ask for an update, they said there was no dispute for that transaction. I asked to please dispute it again then, they said its been too long. This is very disappointing and I am very frustrated at how this bank makes you jump through hoops to fight for your money. No online dispute form, and they make it hard to dispute something. I am filing this complaint hoping management will see this and refund me the $1828.43 that I am owed for merchandise not received. Please dispute if necessary and make the merchant show proof that they shipped something to my address which is **************************************************If truly your employees botched my original dispute and didn't process it, you should refund me out of your own pocket. I pray for relief.

  Business Response

  Date: 09/26/2023

  We are in receipt of a complaint filed with the Better Business Bureau by *******************************. In the complaint, ****************** states that she contacted SchoolsFirst FCU on June 10, 2023, to file a dispute in the amount of $1,828.43 that was posted to her credit card on May 7, 2023. We are unable to locate a phone call placed with SchoolsFirst requesting to initiate a dispute on this date.
  
  We can confirm that our Member did place a phone call to SchoolsFirst on September 7, 2023, requesting to initiate a dispute, at which time we did advise that ****************** had passed the timeframe required to initiate this dispute.
  
  During this call our Member understood the timeframe and advised that she would seek additional assistance with the merchant that debited her account. During this call our team provided ***************** with the phone number of the merchant listed with her transaction to assist.
  
  ****************** thanked us for the communication, expressed her appreciation for the help and then ended the call.
  
  
  Sincerely,
  *****************
  Manager, Dispute & ***********************

  Customer Answer

  Date: 09/26/2023

   This response is tone deaf, and does not resolve the issue.

  However Schools First Choice needs to resolve this, they must file a dispute and recover the funds. Must demand proof of delivery from this merchant. I received nothing.

  Providing me merchant's phone number did nothing. The merchant does not want to be out the funds from a lost shipment, so they are not helping me.

  The bank has a fiduciary duty to protect my funds and I have a right to it. Just because this bank has an unreliable phone system doesn't mean I didn't call.

  I also sent letters and a fax to Schools first choice in June. Why would I wait until September when my order was missing by June!?!!

  Schools First choice must forward this to executive escalations and resolve this or I am closing my account and will also file an arbitration complaint.

  This bank is intrusive and has shocking deflections and unprofessionalism to avoid filing a dispute on behalf of the customer.

  Their negligence sabotaged my request for a dispute in June, and when I called again in September, I was not allowed to say what I needed to say.

  The description of this representtives response, saying I thanked them and everything means nothing. I am a very shy, ***** person who hates having to talk on the phone.

  I was basically bullied and forcefully pushed out of the call, and I am very polite and do not like confrontation in person, like on the phone.

  
  Schools first choices response is tone deaf, and quite frankly, reminds me of a ****** trying to tell the victim what the narrative was.

   

  Absolutely outrageous. I demand relief.
  

  Business Response

  Date: 09/29/2023

  We are in receipt of the response received from Ms.  ******* regarding her complaint filed with the Better Business Bureau. In ****************** states that she contacted SchoolsFirst FCU on June 10, 2023, to file a dispute in the amount of $1,828.43 that was posted to our Members credit card on May 7, 2023. As mentioned in our initial response we have no record of this phone call being received by SchoolsFirst.  We also have no record of a fax or letter sent by ****************** regarding this dispute.  
  
  In reviewing the September 7, 2023, phone call we can confirm the following.
  ****************** requests to file a dispute on her credit card. At no time does ****************** mention a previous dispute was made or to be updated on the status. As our teammember went through the dispute process this appears to be the first time ****************** called to request to file a dispute on the May credit card transaction.
  
  During the call, our teammember asked ****************** questions to better understand our Members needs. Our teammember asked what had occurred during these transactions. ****************** replied that she did not receive the items that she ordered. Our teammember asked ****************** what was not received. ****************** could not answer the question. Our teammember again asked our Member to confirm what had happened and ****************** could not provide a response as to the details of what she order and did not receive. Our teammember then asked if ****************** had reached out to the company involved and she stated that she had not.
  
  During this call our Member confirms her understanding that the timeframe had passed to file a dispute and advised that she would seek assistance directly from merchant. ****************** was given the phone number listed with her transaction. ****************** thanked us for the assistance and ended the call.
  
  To pursue recovery of the funds ***************** will need to contact the merchant directly for assistance.
  
  
  Sincerely,
  *************************************
  Vice ********** ******* Services

  Customer Answer

  Date: 10/22/2023

  I was mentally incapacitated during the call, I was without my medication, and this bank is about to face a discrimination lawsuit for using it against me to not simply process my dispute for merchandise not received.

• Initial Complaint

  Date:08/28/2023

  Type:Product 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 unable to find out my balances from the ********** bank accounts!! ************ I have tried contacting them but am sent to the ****** branch without any response from them!! Please help me contact them immediately so that I determine my balances. Thanking you in advance for your assistance with this matter. Sincerely, Regards, ***************************** ************

  Business Response

  Date: 09/05/2023

  We have resolved the issue with ****************' online banking access.  We apologize for any inconvenience and concern this has caused her.  We had put preventative measures on her online banking to prevent her from becoming victim to any scams.

  We have confirmed that this issue has been resolved.  If **************** has any questions; she may contact me directly at ************.

  Sincerely,

  ***************************

  Assistant Manager, Fraud Management