Complaints

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

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  GreenState Credit Union

  2355 Landon Rd North Liberty, IA 52317

  
• 

  GreenState Credit Union

  500 Iowa Ave Iowa City, IA 52240-1811

  
• 

  GreenState Credit Union

  1151 2nd St Coralville, IA 52241-2924

  
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  GreenState Credit Union

  2340 Edgewood Rd SW Cedar Rapids, IA 52404-3250

  
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  GreenState Credit Union

  716 A Ave NE Cedar Rapids, IA 52401-1018

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ***** Suburban on September 3rd of 2022. I financed through Greenstate credit union, I have provided proof of my credit insurance which exceeds their insurance requirements one time, my insurance provider has reached out and provided my proof of insurance twice!Greenstate credit union purchased a policy in my name for coverage that runs me around $600 a month and they added that almost $7000 premium to my loan amount. They have been contacted multiple times and have even confirmed to me that they do now have my insurance but they have 30 business days to process it.I paid them $550 on Jan. 16th which only covers the amount for my car payment and told them they could just remove the insurance charges once they finish processing my insurance. I just checked my account today to find $1100 of added fees that they say are now late because the due date was the 18th. They provide no break down for the fees whatsoever. They show I now owe $1634.28 for my monthly payment.

  

  Business Response

  Date: 02/09/2023

  Thank you for the opportunity to respond to the complainants concerns. The member states she and/or her insurer provided proof of insurance (POI) multiple times. Unfortunately, Credit Union records indicate POI was not received until 01/18/2023. Notices requesting POI and where to send it were mailed to the members home address on 10/18/2022 and 11/01/2022, and a final notice advising that *** had been placed was sent on 11/15/2022. In the interim, GreenStates third-party partner used for insurance verification attempted to contact the members insurer on 11/08/2022 while on a phone call with the member. The representative waited approximately eight minutes before being routed to the insurance agents voicemail where a message was left requesting a call back along with a reference number for the agent. The member was also advised she could contact her agent and call back with insurance information to update her account and avoid charges. Call notes indicate the member agreed and fully understood. Call attempts to the insurer were also made on 12/07/2022, and GreenStates third-party partner was directed to a webpage to validate POI. Regrettably, no policy could be located on the referenced website.
  
  Ultimately, records indicate our third-party partner was able to verbally verify POI on 01/18/2023,and a full *** refund was immediately requested. A Lender-Placed Coverage Cancel Notice was mailed to the member on 01/21/2023 and included the amount of the premium refund. The member was made aware the refund could take approximately two to four weeks to process during a 01/18/2023 phone call with GreenStates ******************************* Credit Union records confirm the *** premium refund was applied to the members loan balance on 02/06/2023 along with a corresponding adjustment to her monthly payment. A correction to the loan balance was submitted to the credit bureaus on 02/07/2023. The loan was not reported as past due because of ***. Please note, credit reporting updates can take up to 30 days to process and GreenState has no control over when the bureaus process the corrections we submit.
  
  We regret we were unable to confirm evidence of insurance until 01/18/2023 given the members statement it was provided multiple times. GreenState has partners and procedures in place to verify adequate insurance and strives to do so in a timely manner. We apologize for the inconvenience this has caused, but can confirm a full refund has been received and a correction to the credit report was submitted.
  
  Please do not hesitate to contact GreenStates Account ********************** at ************** if you have further questions or concerns.

• Initial Complaint

  Date:12/09/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022 I called GreenState Credit Union to set up automatic payments. I had paid for the month of August 2022 and September 2022. My payments should have resumed in October but they didn't, unbeknownst to me. I now have negative reporting on my credit file as they didn't pull the payments as they should've. I'm willing to make the necessary payments to bring my account current but would like someone to reach out to me and confirm my credit will be adjusted and the late payments removed as their representative didn't complete the autopay correctly. Please review the phone call.

  

  Business Response

  Date: 12/19/2022

  Thank you for the opportunity to respond to the complainants concerns. GreenState located the members call to **** Services on 08/23/2022, where she asked to set up automatic payments for her credit card account. The recording confirmed the member first made a regular payment over the phone before proceeding to establish AutoPay. Prior to processing the initial payment, the member was advised that a statement was required to be read to her so the payment could be authorized. Following authorization of the initial payment, the member and representative proceeded to take steps to establish automatic payments beginning with the October 2022 payment. Once the payment amount was agreed to, the agent commented that he had another statement to read to the member. Unfortunately, the phone call was disconnected as the representative began to read the required script necessary to authorize use of AutoPay. Without member authorization following the required statement,automatic payments cannot be established.
  
  GreenState uses a third-party partner for certain card services. They receive inbound calls from members similar to the call recording in question, but agents are unable to place outbound calls. When calls are disconnected, the member must call back to complete the transaction. Additional research confirmed **** Services did not receive a follow-up inbound call, email, chat, or other form of retained communication from the member to complete the setup of AutoPay. There is no way to definitively conclude which side inadvertently disconnected the call, but video footage of the agent confirms he was on the AutoPay screen attempting to complete the form for authorization at the time of disconnect.
  
  Monthly statements are also provided that alert the member to the balance due each month and verify that autopayments were not occurring as intended. GreenState is required to report payments per Fair Credit Reporting Act (FCRA) rules and regulations, and the late payments cannot be removed as they accurately reflect what occurred in our system of record.

  Although we cannot adjust the members credit report, automatic payments can still be established through multiple channels, including the mobile app, online at greenstate.mycardinfo.com, or by contacting **** Services as was done to make the August 2022 payment. The member may also contact GreenStates ************************ (MAC) at ************** or chat in using the secure chat feature at www.greenstate.org to set up AutoPay or discuss further questions or concerns. Credit reporting questions can be directed to GreenStates Account ********************** at **************.

• Initial Complaint

  Date:11/07/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a greenstate account as a back-up account, previously I had used that card for my main purchases but quickly stopped because the app wouldn't let me login, time goes on and now that card is connected to a few accounts and is getting charged monthly, i get a statement saying i have an overdraft fee, fine, pay them back, take off the overdraft privledge. Then it happens again, im getting charged an extra $70 for somthing i told them i dont want to be able to do if i dont have enough, get my compensation for it. Well now this has happened for the 3rd time and over the course of all of this GreenState has tried to take over $300 from me after telling them numerous times to take off that privledge .

  

  Business Response

  Date: 11/15/2022

  Thank you for the opportunity to respond to the complainants concerns. According to GreenState records, the member opened a Rewards Checking Account on 01/31/2022. He also authorized GreenState to pay overdrafts on ATM and everyday debit card transactions when there was not enough money in the account, which is known as Extended Coverage and is explained in the overdraft election form entitled What You Need to Know about Overdrafts and Overdraft Fees signed on 01/31/2022.
  
  The member states he asked to remove Extended Coverage but overdraft fees continued to be charged. Research verified the member requested removal of Extended Coverage on 06/08/2022 and elected No Coverage in its place, meaning GreenState would not pay overdrafts on any transactions. An analysis of the account confirms Overdraft Privilege (ODP)fees were accurately assessed prior to the removal of Extended Coverage.However, the member was mistakenly assessed five ODP fees totaling $170.00 between 06/15/2022 11/06/2022, and for that GreenState sincerely apologizes.
  
  GreenState maintains written procedures that instruct employees on how to process the removal of ODP,and formal training on the subject is provided through ******************* System courses. Unfortunately, mistakes can still occur. GreenState apologizes for the error and inconvenience it caused, and appreciates being notified of the issue so we could refund the fees. Please do not hesitate to contact GreenStates ************************ (MAC) at ************* or chat in using the secure chat feature at www.greenstate.org with further questions or concerns.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few years ago I received several letters saying GreenState was going to force me to purchase insurance for my condo from them even though I already have insurance. Today I received the same letter saying I will be forced to buy insurance. I still have insurance that is taken out of my escrow account. Nothing has changed and I have never missed a payment. I feel I am being harassed for some reason.

  

  Business Response

  Date: 11/03/2022

  Thank you for the opportunity to respond to the complainants concerns. The member executed a Fixed Rate Balloon Note on 04/02/2014 along with a Condominium Rider that details insurance requirements in Section ** The Rider states, So long as the ****************** maintains, with a generally accepted insurance carrier, a master or blanket policy on the Condominium Project which is satisfactory to Mortgagee and which provides insurance coverage in the amount, for the periods, and against the hazards Mortgagee requires, including fire and hazards included within the term extended coverage, then in the event of a distribution of hazard insurance proceeds in lieu of restoration or repair following  a loss to the property, whether to the unit or to common elements, any proceeds payable to Mortgagor(s) are hereby assigned and shall be paid to Mortgagee for application to the sums secured by the Mortgagee for application to the sums secured by the Mortgage, with any excess paid to Mortgagor(s). GreenState contacted Allied Solutions, its third-party insurance partner responsible for monitoring the adequacy of insurance on loans such as ******************, for clarification about why the letter was sent. Allied confirmed the letter requesting proof of walls-in insurance coverage mailed on 10/18/2022 was sent in error. Allied stated it has updated the members renewal information to ensure no additional notices are sent and plans to send a formal letter of apology to the member. GreenState apologizes if the letter made the member feel harassed or threatened, and has worked with Allied to correct their insurance recordkeeping for the loan so that letters will not be mailed by mistake in the future. The member is encouraged to contact GreenStates Account ********************** at ************** with additional questions or concerns. 

  Customer Answer

  Date: 11/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  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.

  My son got a car loan through them. When we switched insurance companies I forgot to send them the new insurance information. After them sending a letter I sent all the information in. A couple months later we get a notification that he was late in payments because they had to take out insurance in his vehicle so they were charging him for that. After numerous calls and emails and no o w returning calls or emails I finally got ahold of them they said that they didnt get the insurance information once again I emailed the information to them while I was on the phone with a employee he told me ok I got the information we will fix this. That was 3 weeks ago now today I get a letter saying he is in default and if he didnt pay them he was forfeiting his car. Ive sent them so much information and everything they needed. We called for a payoff and it was like $3,000 more than what he payed for the car. This company is awful and idk what else to do

  

  Business Response

  Date: 10/04/2022

  Thank you for the opportunity to respond to the complainants concerns. The complainant is not a signer on the Retail Installment Contract referenced in the complaint, and as such, details regarding the transaction cannot be released. However, GreenState performed a full review of the account in response to the complainants concerns. The member is encouraged to contact GreenStates Account ********************** at ************** with questions about the account and/or GreenStates research observations. 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18154341
  
  I am rejecting this response because:
  Youre right Im not on the loan. But *** called and and talked to you guys on the phone and have done what you said and told everything is fine then he gets notice that hes in default 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/06/2022

  GreenState would like to work with you to resolve your concerns; however, state and federal law only allows us to provide details of the transaction to the signer on the legal contract. An Account Resolutions (**) Processor will attempt to reach out to the member/signer on this account to answer questions and to determine if they are interested in executing a Third-Party Authorization Form. This is an optional form and requires the approval and signature of the member, but would allow GreenState to speak with whomever the member authorizes. The ** Department is also happy to discuss the results of its review directly with the member who can contact us at **************.

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have repeatedly told Greenstate that we dont want overdraft coverage and do not approve overdrafts. These conversations occoured via their approved chat in 12/21, 7/22, and prior to 12/21. Greenstate continues to charge unauthorized overdrafts. I would like a refund of overdraft fees paid in 2022, a final invoice sent via mail to our account to a zero balance, and the account closed.

  

  Business Response

  Date: 09/29/2022

  Thank you for the opportunity to respond to the members concerns.Several days after opening an Access Checking Account on 10/17/2019, the member opted in to Extended Overdraft Privilege (***) benefits, which authorizes the Credit Union to cover any form of payment when there is not enough money in the account, including ATM and standard debit card transactions. A fee is associated with this coverage as detailed in the overdraft privilege agreement entitled What You Need to Know about Overdrafts and Overdraft Fees, which was executed by the member on 10/21/2019. No record of a secure chat exists on 12/21/2021 as mentioned in the complaint, but research does confirm the member most recently used the secure chat feature on 07/22/2022 to discuss overdraft fees with GreenState. The 07/22/2022 chat transcripts indicate the member was under the assumption she had been opted out of *** after visiting a branch location.Regrettably, GreenState does not have record of the opt out, and as such, will be refunding the *** fees assessed since 07/22/2022. GreenState notes from the chat transcripts the member commented on 07/22/2022 at 9:32 AM that I went in and removed GreenState from PayPal so this wouldnt happen again, however, we noted two PayPal transactions occurred on 09/28/2022 and 09/29/2022 that resulted in two additional insufficient funds fees (NSFs). As a courtesy, those two fees have also been refunded, but the member will need to ensure future PayPal transactions are not allowed or additional fees will be incurred.

  A ************************ (***) Service Supervisor contacted the member on 09/26/2022 and left a voicemail and again via email on 09/29/2022.The member was advised that *** fees since 07/22/2022 were credited to the account and to contact the *** for help with avoiding a charged off account.The member replied to the email stating that, I will get it to a zero balance promptly upon my payday tomorrow. Standard procedure is for the Credit Union to close an account once the account has been paid in full and the member requests the account be closed; the account will not be closed without a request. The members monthly Statement of Account will itemize the courtesy *** and NSF fee refunds that were provided.

  Please do not hesitate to contact GreenStates ************************ (***) at ************* or or chat in using the secure chat feature at www.greenstate.org should you have further questions or concerns about your account.

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When checking my auto loan in order to pay it off in full, it was over $2,000 more then what I was expecting. When looking further, two months previously $2,053 was added onto the loan due to not having proof of insurance. I, nor my insurance agency, was never contacted stating they did not receive proof of insurance. I contacted Green ***** who transferred me to their insurance department and was told I would need to send proof of insurance since the vehicle was bought in 2018. After contacting my insurance agency, they sent the proof which they has requested. I was told it will be up to two months before they would verify this and credit my account for POSSIBLY the full amount of $2,053. My auto payment has now increased from $280/mth to $455/mth due to this and payment of only the original amount will negatively affect my credit score. I only want my account credited immediately since they are in possession of the proof of insurance they never requested and I should not have to pay double my auto payment in order to not have my credit affected.Thank you.

  

  Business Response

  Date: 09/29/2022

  Thank you for the opportunity to respond to the members concerns.The member executed an **** Vehicle Retail Installment Contract on 11/29/2018. Proof of Insurance (POI) requirements were provided as part of the Contract Terms and Conditions along with the Agreement to Provide Accidental ************************* disclosure also signed by the member on 11/29/2018. Research confirmed the most recent insurance policy on file expired on 03/07/2022, updated POI was not received, and as a result, ******************************* (***) in the amount of $2,053.00 was added to the loan balance and the members payment increased from $280.09 to $455.89. The *** Policy was effective 03/07/2022 03/07/2023.

  The member asserts that neither she nor her insurance agency were contacted about the Credit Union not receiving POI. However, GreenState records confirm multiple attempts to contact the member and her insurer, including:
  *A SmartVideo detailing insurance requirements was emailed to the member on 03/18/2022 at the address on file.
  *Letters/Notices requesting updated POI and where to send it were mailed to the members attention at the physical address on file at the time of mailing on 04/01/2022 and 04/22/2022, and a final notice advising that *** had been placed was sent on 05/06/2022.
  *Records also indicate that Allied, GreenStates third party insurance partner, unsuccessfully attempted to verify adequate coverage with the insurer via phone after the first letter was mailed on 04/07/2022, but was disconnected three times.
  
  The members insurer proceeded to contact Allied on 06/16/2022 indicating the policy began on 7/04/2022; however, POI was still missing for the period 03/07/2022 - 07/03/2022.
  Allied contacted the members agent on 07/12/22, but could not leave a message because the mailbox was full and phoned the agency again on 07/15/2022 but the office was closed. Another call on 07/15/2022 was answered by the agency, but the representative stated they did not have this policy.
  
  The insurer contacted Allied twice on 09/07/2022 indicating GreenState was not listed as lienholder and they would need to obtain approval from the borrower to add GreenState a lienholder. The insurer also requested the missing time frame that was needed, and the agency was informed a refund could take up to 30 days once the information was received and verified.
  
  Policy renewal documents were received by Allied on 09/19/22 for the period from 07/04/2022 03/07/23. POI was still needed for 03/07/22 07/03/22, however, a partial refund was immediately requested.
  Allied called the member on 09/19/22, but no messages were being accepted. GreenState then emailed the member, who called back and said she had talked to Allied who told her she would receive a full refund.
  
  GreenState contacted the members insurance agency on 09/19/22 to request a declaration page for the missing time frame. The policy documents were received and verified by Allied on 09/21/2022, and a full refund was initiated. The refund will be issued within two to four weeks per standard procedure,and the members loan balance and payment will be restored to their original amounts once the refund is received from Allied.

  The payment change was effective as of 08/06/2022 because POI had not been received at that time, but GreenStates Account ********************** confirmed the increased loan amount and payments have not been reported to the credit bureaus and reporting has not been negatively impacted.

  Additional questions the member may have can be directed to GreenStates Account ********************** at **************.

  

  Business Response

  Date: 10/05/2022

  BBB Response Update ****** #********

  Initial Complaint

  Date:09/01/2022

  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 Wednesday 8/3/2022 my husband *************************** went into the Greenstate in ***********, ** He had cash to pay off our Credit card balance of $5,622. They said they had to out it in our account and then it would take a few days to process. We got an email form *********************** on 8/4/2022 saying that is was now paid off and closed.The account shows on my credit report that it was written off not paid in full.This has hurt my credit and this bank makes it so hard to do anything. We have an account but they still charge us $25 to process a payment online.This should not say written off on my credit report it should show paid in full because that is what we did. Paid it in full. Could you help with this so we can get our credit report adjusted.*************************

  

  Business Response

  Date: 09/08/2022

  Thank you for the opportunity to respond to the members concerns.An investigation regarding the information provided was conducted.

  *GreenState records confirm the members credit card account balance was charged off on 07/21/2022.
  *The charged off amount was paid in full by the member on 08/04/2022.
  *It can take 30 - 60 days for an update to post on a credit report. The members credit report was not updated as of the Better Business Bureau (BBB) submission on 08/31/2022 because the 08/04/2022 payment falls within the 30 60 day reporting and update cycle. Credit Union records indicate the update to the members account was submitted to the Credit ****************** (CRAs) on 09/01/2022 and is reporting correctly.
  

  GreenState Credit Union adheres to applicable Fair Credit Reporting Act (FCRA) rules which, in general, require that consumer credit information be reported in a fair, timely, and accurate manner. A credit report is a credit history,and as such, it is important to note that a charge off is not immediately removed from the credit report once paid but will instead be reported as a paid charge off. The account will remain on the report for seven years from the date of delinquency that led to the charge off. Although the account may still be considered a negative, paying the debt in full is an important step toward rehabilitating credit and will have less impact as time passes.
  

  Additional questions the member may have can be directed to GreenStates Account ********************** at **************.