Complaints

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

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  Achieva Credit Union

  1659 Achieva Way Dunedin, FL 34698-7405

  
• 

  Achieva Credit Union

  2201 Drew St Clearwater, FL 33765-3306

• 

  Achieva Credit Union

  5881 Fruitville Rd Sarasota, FL 34232-6412

• 

  Achieva Credit Union

  5920 State Road 54 New Port Richey, FL 34652-6026

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  Achieva Credit Union

  7105 Park Blvd N Pinellas Park, FL 33781-2918

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:09/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a victim of fraud through Achieva's services. My credit and debit card was compromised and luckily they did catch that. However because both of those avenues were compromised, I received messages and a call from Achieva's main number and the agent claimed that my main account was compromised and asked to verify information. Because of that I lost $1500 through Zelle. The money was stolen from my account and transferred through Zelle, which Achieva pushes it's members to use. I reported the money lost within an hour that I noticed unauthorized transactions were going through via email alert. I reported to the credit union and did a police report. Achieva claimed that they could not recover the money stolen since it was ***** and that ***** is seen as a "cash transaction". After being a member for fifteen years, I am extremely disappointed at the lack of care. I did everything I was supposed to and I was just told "sorry, too bad" I rarely ever use Zelle and it was very apparent that these transactions were fraudulent. The fact they use that app built in to their mobile banking is concerning since it seems to not be safe and they nor ***** claim to be liable for fraud. Overall, just extremely upset that there was no resolution to the fraud and that I, a loyal member, was left up a creek without a paddle. I pay extra for the checking plus and was not protected.

  

  Business Response

  Date: 09/25/2023

  Dear **************;

  I investigated your complaint.  I understand the *** messages you received were very similar to the *** messages you received regarding your other Achieva accounts.  As we discussed on the phone, we were able to meet your request.  Thank you for your long-standing membership with Achieva Credit Union!

   

  Sincerely,

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

  Chief Risk Officer

  Achieva Credit Union.

• Initial Complaint

  Date:08/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Again Achieva is not authorizing payments once again. They have cost me over $300 in fees so far and delaying getting payments made even with associate on the phone explaining that this is not a fraudulent charge and transaction still will not go through. See video for proof. All information is listed correctly as you can see in photo attached. Do not bank with this credit Union. Their fraud department is a joke. If you are explaining with a live agent that this is not a fraudulent transaction that should be the end of the declines transactions. You will incur fees for late payments and even miss auto payments which have been scheduled. This credit Union is by far the worst and they do not take responsibility or reimburse customers for these fees.

  

  Business Response

  Date: 08/04/2023

  Dear **************;

  Thank you for sending the screenshots on this BBB complaint.  You were sending the payment using your Safari app on your iPhone.  Here are the instructions you need to follow to ensure your new card information will be used to process a payment: 

  Tap Settings
  Scroll Down to Safari - Tap Safari
  Scroll Down to Autofill - Tap Autofill
  Tap Saved Credit Cards - Enter Passcode
  Locate the credit card you wish to delete.
  Tap Edit - then tap Delete.
  Repeat for each card you want to remove.

  I attached support documentation to show you that the transactions that you were attempted to pay was accessing your old card information.   Even though you were typing in the correct information for the new card, the old information was used for processing the payment.  This is a ***** with Safari.  Once you delete the old card information from Safari and add your new card information and save it, your transactions will process correctly.

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

  Chief Risk Officer

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

• Initial Complaint

  Date:07/10/2023

  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 received a letter in the male with a statement for what looks like a savings account that was opened 4/1/2023 of this year for $1. I did not open this, its under my maiden name and I was not even in the country during this time. The statement shows the date 06/30/2023. I tried to call and was prompted that there were after hours call Centers and called that and it was still unavailable. I have nothing in my emails that state the account being opened, no phone calls, no login, just this letter and the last 4 of my member number. Its showing I have a share of something but I dont know what of.

  

  Business Response

  Date: 07/10/2023

  Hi ******;

  It was great speaking to you today.  I believe I answered the question you had regarding the origin of your account with **********************.  Please don't hesitate to contact me if you have any additional questions.

   

  Thank you,

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

  Chief Risk Officer

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

• Initial Complaint

  Date:05/30/2023

  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.

  Main checking account card frozen for possible fraud alert. Called to verify I made the charges and card unfrozen. Went to use card and it declined. Called back to unfreeze card. Double checked after unfreezing card to make sure purchases and payments would go through. I was assured they would. ******* cell phone automatic payment with card was declined and another attempt made automatically was declined. This resulted in my phone lines being turn off and I had to pay late fee of $45 and reconnection fees per line totaling $200 for 5 total phone lines. **************** could care less about my fees incurred after I was assured my payments and purchases would go through. It is ridiculous that I did my due diligence by calling them to unfreeze the card multiple and to make sure my payments would go through and was told by customer service that everything would be fine and falsely reassured by the associate. I have never run into this issue with any other bank used and would highly recommend any one needing a bank or credit union to join another establishment. I understand safety and fraud as most people do but this was an error on achieves behalf that cost me a lot of headache and unnecessary penalties. I want to be reimbursed for the money they cost me.

  

  Business Response

  Date: 05/31/2023

  Dear April;

  I investigated the account activity for your Debit Card.  Your card was actually blocked 3/19/23 due to a suspicious transaction that was authorized on your debit card.  (4) notificiations were sent to you on 3/18/23:  (2) SMS messages, (1) email message successfully delivered and (1) phone message attempt (mailbox was full and a message could not be sent). When you did not respond to the notifications stating the card was blocked, it stayed in that status until you notified us on 5/26/23 to lift the block. 

  Please let me know if you have any other questions.

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

  Chief Risk Officer

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20120659
  
  I am rejecting this response because: not true. I called and had the card unblocked and was told by a representative it would work so that is when I set up automatic payments. One of your representatives contacted me and said she would get back to me regarding the phone calls I made and no one has called me back. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/15/2023

  April;

   

  We researched our interaction phone log and did not find an inbound or outbount call from your phone number from 2/3/23 -5/30/23.  I contacted our **** Services provider and submitted a workorder to search for a call from your phone number.  This is their reply:  06/04/2023 09:00:54 EDT - We were unable to locate a call for the cardholder with the timeframe, phone number or card number provided May 1- 30.

  Please let me know if you called from a phone other than the phone number we have on file.

   

  Thank you,

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

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20120659
  
  I am rejecting this response because:
  
  I called from ********** and spoke to a representative on the phone who said she was unblocking my call. My husband was with me and can verify this phone call was made. It is disappointing now knowing that care was not taken with me as a customer and that the representative did not make notes and your system is not able to find the call. This negligence has led to difficulties with me being able to make transactions and incurring fees since payments were not processed. 
  

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/01/2022

  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.

  1-They misplaced sensitive documents with my SSN 2-They tried to overcharge my car payment 3-They would not tell me how to pay the correct portion of my car payment and instead just kept saying itll be resolved in a few weeks which caused a late payment while I waited on them to fix their mistake 4-There staff called me about a different payment needing to be paid that was already paid 5-They were rude even though the delay was caused by their error

  

  Business Response

  Date: 12/08/2022

  Dear ************;

  I contacted you by phone to discuss the complaint and thoroughly investigated each point of the complaint and provided a response on 12/8/22.   The insurance carrier never submitted the policy to the branch and no information was misplaced; rest assured that insurance policies do not contain personal identifying information. We discussed the increase in your payment due to collateral protection insurance added to your loan.  When the carrier submitted evidence that there was no lapse in coverage, the collateral protection insurance was refunded that same day. I believe these items are now resolved.  We appreciate your membership with Achieva Credit Union.  Please don't hesitate to contact me if you have any additional questions or concerns.

  Sincerely, 

  *******************, Chief Risk Officer

• Initial Complaint

  Date:11/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19, 2022, I refinance my federal student loans with Achieva Credit Union, which Lendkey is the servicer of this private consolidation loan. My first concern is regarding the payoff amount for the loan. ******* requested a payoff amount that was good for 30 days. It is important to note during the period of the funding of this consolidation; all federal student loan payments are suspended thru December 31, 2022. (see below)https://studentaid.gov/announcements-events/covid-19/payment-pause-zero-interest ******19 Loan Payment Pause and 0% Interest In response to the ******19 emergency, we paused loan payments and set interest rates to 0% for eligible federal student loans. On this page, you can find out if your loans are eligible and how this relief affects your loans.Student Loan Payment Pause Extended Through December 31, 2022 Achieva Credit Union funded the loan by $5326.21 over the payoff amount, and the overpayment was paid directly to the principal balance. In August, I lost my employment. I submitted a request for forbearance, which was declined because there is a requirement to make (6) payments on the loan before I would be eligible for any form of tolerance. The servicer, Lendkey, told me they must adhere to the funder of the refinance, Achieva Credit Union. In addition, ******* has a power of attorney agreement as the loan servicer, so they must have all the terms of the refinance agreement. After this missed disclosure was neglected, I contacted Achieva Credit Union to gain access to all times of the deal I signed to finalize this loan. Achieve Credit Union directed me back to Lendkey. ******* also told me that the $5326.21 payment to the principal balance was not considered one of the six required payments to be eligible for forbearance, even though this amount was not refunded to me directly nor necessary to fund the loan.

  

  Business Response

  Date: 12/07/2022

  Dear ********************;

   

  Lendkey is a private student loan provider.  This was disclosed to you at the time you applied for refinancing your federal loans to Lendkey.  Private student loans were not eligible for federal student loan forgiveness.  You submitted a forbearance request.  Unfortunately you did not meet the minimum repayment requirements of 6 full consecutive payments made prior to a forbearance request approval.  The terms and conditions were provided to you by Lendkey.  You agreed to the loan and the loan terms and a refund of payments is not warranted since all actions followed by Lendkey and Achieva were in accordance with the agreement you approved.

   

  *******************, Chief Risk Officer.

• Initial Complaint

  Date:10/17/2022

  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 October 14th, 320 dollars was taken out of a joint account with one person and applied to a negative account with a different joint user. The account was negative due to Hurricane *** issues. You are not allowed to take a debt from a joint account and apply it to another unless all names are the same. This money needs to be put back.

  

  Business Response

  Date: 10/26/2022

  Dear ****************;

  
  The Universal Account Agreement that regulates all consumer accounts states "...the Credit Union *** charge the amount of the negative balance against any other Account from which any of the Account owners is entitled to withdraw money or establish credit advance sufficient to satisfy the negative condition pursuant to any credit agreement with the Credit Union."

  We understand the Hardship caused by Hurricane *******  We do offer special loans that *** be available to you to assist with hardship.  Please let me know if you would like additional information that you *** find helpful.

  Sincerely,

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

  Chief Risk Officer

• Initial Complaint

  Date:07/18/2022

  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.

  Recently there was fraud on my bank account and I lost $18,286.00 via unauthorized Zelle transfers and $178.00 via unauthorized debit card purchases. This started with a text message on 07/08/22 which asked If I made a Zelle Payment of $500 reply yes or No. I did not reply. I got a phone call after from a person claiming to be from Pinellas Park Achieva Credit Union which is My bank. She said she was calling from fraud department and there were unauthorized transactions on my account. She had all my information that she confirmed, also the number was the same as from the Bank. She said there was fraud on my account and that it will be blocked while they investigate. She sent Me a code to confirm that it was Me. I read the code to her. She said she will call me to follow up. She called me multiple times through Monday and sent me more codes. She also said that I won't be able to use my debit card. On Monday my wife said let's call the bank to see what is going on. I called on Tuesday and found out that almost $20.000 was stolen from my account. I closed the accounts and filed police report. Lisa from the Bank called me on 07/14 and said that bank is not responsible and will not refund me. I never authorized any transfers. There were 62 Zelle transfers anywhere from $25 to $750. Hacker transferred almost $20.000 from my savings to checking and from there to Zelle. They also changed my passwords ******** times and they changed one of Zelle contacts to make it look like the money was sent to that person. I have savings, checking, mortgage, credit card and car loan with Achieva. I trusted Achieva with all my money. They have one job, to keep the money safe and they did not do that. What If in a different scenario somebody kidnapped me and stole my phone and had all the codes what would happen then? I never asked for Zelle, it was added to my account. Achieva failed to protect my money and now they are blaming it on me. Achieva should have blocked these transfers.

  

  Business Response

  Date: 07/20/2022

  Business Response /* (1000, 5, 2022/07/20) */
  Mr. *********;
  
  Achieva Credit Union has many controls in place to ensure our members' accounts are kept secure. There is no way for Achieva Credit Union to protect members who give their account authentication credentials or verification passcodes to fraudsters. The banner on our Zelle alerts that you saw state" Achieva Credit Union employees will NEVER ask for this code. Do not give this code to anyone." You saw this message and gave the code away anyway. You received an e-mail notification for every Zelle transfer that was made. You also received an e-mail alert when information was changed on your account. You also have the responsibility to monitor your account transactions whether online or in your statement. Achieva has sent out several e-mails notifying current fraudulent scams. We also have a FAQ on our website describing these types of scams so that members will not fall prey to these schemes. Unfortunately, you did not monitor the numerous email alerts you received and you gave the authentication credentials to a caller on the phone posing as an Achieva employee, We clearly stated on the text message that an Achieva employee would NEVER ask for. I'm sorry for your loss, but the fault does not fall with Achieva Credit Union security controls. Sincerely, Lisa S. CRO
  
  
  Consumer Response /* (3000, 7, 2022/07/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ms. Lisa,
  I was scammed and tricked into giving these codes to a person pretending to be an Achieva employee. I did not give these codes just so a crook can steal my money. These were illegal, fraudulent money transfered which I never authorized. There needs to be more protection to verify an account instead of just sending the codes to the phone number to verify, which is not very secure. Under a 1978 federal rule called Regulation E, banks are required to make clients whole if their money is stolen from a consumer account through an electronic payment initiated by another person.
  Since Reg E was written well before payment apps existed, the Consumer Financial Protection Bureau last year issued guidelines saying that the law covered all person-to-person online payments. The bureau clarified that all unauthorized online money transfers meaning any payment initiated by someone other than the customer and done without the customer's permission were the bank's liability. When we spoke yesterday you Said that Achieva is working on recovering some of the money stolen that was transferred to other banks and is still pending. I really hope Achieva will do the right thing and return the money that was stolen.
  I will wait to hear from you on any updates.
  Thank you!
  
  
  Business Response /* (4000, 9, 2022/07/25) */
  Mr. *********; The CFPB does not have jurisdiction to require a financial institution to repay for P2P transfers made when the member provided security authentication to an unknown third party. The transaction would have been unauthorized if a person set up an electronic transfer bypassing the financial institution's security controls. You personally provided the security control number to the unknown party who simply claimed to be an Achieva employee. Again, Achieva put up a permanent banner stating Achieva employees would NEVER ask for this number,do not give that code to anyone. You acknowledged that you saw the banner and yet still provided the number. The losses you experienced were not the result of faulty security controls and should not be passed on to the entire membership of Achieva Credit Union. Members are required to protect their private security codes along with their username and passwords. Lisa S., CRO
  
  Consumer Response /* (2000, 17, 2022/08/31) */
  This complaint has been resolved now and Achieva refunded the money to me. I would like to mark it as resolved and say thank you To Lisa ***** CRO. Thank you !