Complaints

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:06/05/2023

  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.

  Great Lakes Credit Union ******************************************************************* Account #: ************ This is a formal complaint that Great Lakes Credit Union has been reporting inaccurate and incomplete account information to my credit file. I am distressed that Great Lakes Credit Union have included the referenced inaccurate information on my credit profile. Great Lakes CU have failed to maintain reasonable procedures in their operations to assure maximum possible accuracy in the credit information they report. This account has been paid in full and should not be reflecting negative on my credit files. I am maintaining a careful record of my communications with you for the purpose of filing a complaint to the *** if the non-compliance continues. Like, Wenger ** Trans Union Corp., No. 95-6445 (C.D.Cal. No** 14,1995), Great Lakes CU may be liable for your willful non-compliance. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated. I respectfully request to be provided proof of this alleged item, specifically the original application, contract, note or other instrument bearing my signature. Failing that, the items must be deleted from the report as soon as possible. Under federal law, you have 30 days to complete your reinvestigation. Be advised that the description of the procedure used to determine the accuracy and completeness of the information is hereby requested as well. I do not validate this debt. Therefore, the following accounts must be deleted from my report. Failure to respond satisfactorily with deletion of the above referenced account and a free copy of my report after the changes have been made will result in the above actions being taken against your company. This account is inaccurate under 15 U.S.C. ****g validation of debt. Please expedite the removal.

  

  Business Response

  Date: 06/13/2023

  Great Lakes Credit Union (GLCU) submits the following in response to ****** Halls complaint regarding inaccurate credit reporting.   
  
  GLCU has reviewed the complaint and investigated the matter at hand.  The investigation found that GLCU followed proper procedures in reporting loan information to the credit bureaus.  GLCU recommends the complainant reach out to the credit bureaus directly to file a dispute if there is inaccurate information reporting. 
  
  **** asks that this complaint be dismissed.

• Initial Complaint

  Date:05/18/2023

  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.

  My last contact with the fraud department with this bank was 5-17-23. Ihave been with this bank for 50 years Paid off 3 mortgages with them. Last friday the 12th I shared with them my computer was hacked and I needed to withdraw ******* dollars, to pay the hacker to unlock my computer at this time they locked my online banking account.They wanted proof that geek squad who I am working with online help will not share this info. I told them on a recorded phone call they would in no way be held resposible for any fraudulent charges to my credit/debit card. They told me that they would not unlock my account for my own protection. My account # is ******** My bank routing number is *********. Please let me know the outcome of this compaint. I want my account unlocked so I can pay my bills buy groceries and just daily living for me.

  

  Business Response

  Date: 05/26/2023

  Dear Sir/Madam:
  
  Great Lakes Credit Union ****** submits the following in response to ********************************* complaint regarding account access.
  
  GLCU has reviewed the complaint and investigated the restricted access on the account in question.  The investigation found that GLCU followed proper procedures, whilst protecting our member from potential monetary loss.  The complainant advised GLCU that their computer was hacked, and they no longer had access to their digital banking.  With our members security being of the upmost importance, we suggested multiple steps to protect their finances and identity.  This included changing the account number, adding a code word, and seeking help from a local Geek Squad, instead of online services for validity.  The complainant declined to proceed with any of these steps for their protection.  Due to this GLCU took action to restrict services on the account to limit the potential for losses to occur for our member. 
  
  GLCU will lift the account restrictions upon the completion of the suggested security enhancements mentioned above.
  
  **** asks that this complaint be dismissed.

• Initial Complaint

  Date:03/08/2023

  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.

  Hello, Great lakes credit Union his cashed my check in ******* that I dropped off at their branch for my mortgage payment and they have not applied the payment to my account. They told me they would have it resolved by today and they still have not resolved this issue, even though I have twice sent them copies of the front and back of the check showing their stamp on the back of the check and a copy of my bank statement showing it was debited from my account.

  

  Business Response

  Date: 03/14/2023

  Great Lakes Credit Union (GLCU) submits the following in response to ********************************* complaint regarding a mortgage payment.
  
  GLCU has reviewed the complaint and investigated the mortgage payment in question.  The investigation found that GLCU made an error in processing the payment on January 20, 2023.  We have reached out to our mortgage sub-servicer, ************************., to have this payment corrected.  The late fee assessed on February 16, 2023,was refunded on February 27, 2023.  In addition, any negative impact to the complainants credit report, has been submitted for removal.  ************************. estimates the completion by March 16, 2023. 
  
  GLCU has reached out to the complainant to provide an update on the situation.  In addition, GLCU will make future contact with ******************************* following the correction of the credit report.
  
  **** asks that this complaint be dismissed.

• Initial Complaint

  Date:02/22/2023

  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 have tried to contact GLCU to opt out of the safety net. I have gotten no response. I got another $30 fee (6 in the last two weeks) without any alerts, emails, or texts, all of which I set up. I called in today and spoke with a manager named Trinera ****** refused to refund all six of the fees I incurred because **** refused to disenroll me from this safety net program. I want all the fees refunded and an apology from Trinera H.

  

  Business Response

  Date: 03/02/2023

  Great Lakes Credit Union (GLCU) submits the following in response to ***************** complaint regarding fee reversals.
  
  GLCU has reviewed the interactions between the complainant and our contact center.  It was determined that ********************* requested to have safety net, an overdraft service, to be removed from the account.  Following the request, a waiver was signed by the account holder, **********************  The safety net service was removed from the account on February 22, 2023.  In addition, *********************, requested to have six $30 safety net fees reversed.  Four of these fees, totaling $120, were reversed on February 22, 2023.  The remaining two $30 safety net fees, totaling $60, were reversed on March 1,2023.  In conclusion, all of the fees requested to be reversed, have been refunded to the account. 
  
  GLCU will reach out to the complainant, our member, to advise of the March 1, 2023, account updates.
  
  **** asks that this complaint be dismissed.

• Initial Complaint

  Date:12/02/2022

  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.

  Account was closed in the summer of *****. I had ZERO ACCESS. Debit card was disabled, online mobile banking was also disabled. On Oct 27 2022 the **** directly deposited $250. They took the money and applied to a savings account that I DO NOT HAVE ACCESS TO. Absolutely ridiculous they did not have legal permission to put anything into the savings account let alone an account that I have zero access to. Thieves.

  

  Business Response

  Date: 12/08/2022

  Great Lakes Credit Union (GLCU) has reviewed the complaint involving account access and direct deposit.  

  
  GLCU has completed a thorough investigation of the individual account owned by the complainant and has concluded GLCU properly followed all policies and procedures. 
  Due to the checking carrying a negative balance for more than 30 days, it was closed and the balance transferred to savings, under the same account.  GLCU spoke to our member on 8/23/2022, in which the complainant was made aware of the account status and process for resolution was discussed.  There were numerous unsuccessful attempts on GLCUs behalf to contact the member regarding the account status.  The direct deposit of $250 on 10/26/2022 was properly applied towards the negative balanced owed by the complainant.  Subsequently, the account was charged-off at the end of October 2022.

  
  GLCU asks that this complaint be dismissed.

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18514178
  
  I am rejecting this response because:it still does not justify them taking my funds because they took all means of me having access to that account away. I was still not able to view or access the account. They made ZERO attempts to reach me. They have all my information including phone numbers, home address etc. There was no correspondence or calls made to me attempting to clear this. I was the one who reached out to them. Not only that, when I called, the rep said it would remain open if I begin to deposit money. When I attempted I could not access ANY ACCOUNT at GLCU because they shut them down. If youre going to keep a account open, you dont take access to the account or mobile banking away that doesnt make any sense. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/15/2022

  Great Lakes Credit Union (GLCU) has reviewed the complaint involving account access and direct deposit.    
  
  GLCU has completed a thorough investigation of the individual account owned by the complainant and has concluded GLCU properly followed all policies and procedures regarding account access and direct deposit. 
  
  We asked that the complainant reach out to GLCU directly to discuss further.
  
  **** asks that this complaint be dismissed. 

• Initial Complaint

  Date:11/02/2022

  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.

  I AM NOT FOR THIS DEBT AND I O NOT HAVE THE CONTRACT WITHGREAT LAKES CU . I AM NOW DEMANDING YOU TO REVIEW AND REMOVE THIS ACCOUNT IMMEDIATELY FROM MY CREDIT REPORT

  

  Business Response

  Date: 11/10/2022

  Great Lakes Credit Union (GLCU) has reviewed the complaint involving alleged fraudulent debt.

  
  GLCU has completed a thorough investigation and has concluded the alleged fraudulent debts are owed by ********************** 

  
  ********************* reached out to GLCU in April 2022 regarding the same alleged fraudulent debt.   A debt validation letter was provided to *********************, along with other evidence at that time.  Copies of this information will be mailed to ********************* one business day following this response.

  
  GLCU asks that this complaint be dismissed.

• Initial Complaint

  Date:10/05/2022

  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.

  I have been going back and forward with this bank regarding a identity theft and a fraudulent debt opened in my name. I have sent in various documents to the fraud/collections department and great lakes credit union refuses to work with me. This debt is over 5 years old and will be removed from my credit report sooner then later and I could wait but I refuse to let great lakes pin a debt I don't owe on me. I have asked great lakes to provide me documentation used to opened this account but they refused. I have went above and beyond to send great lakes everything they asked for and a timely manner but they refuse to help. This is effecting my credit score and has caused me stressed.

  

  Business Response

  Date: 10/14/2022

  Great Lakes Credit Union (GLCU) has reviewed the complaint involving alleged identity theft and fraudulent debt.
  
  GLCU has completed a thorough investigation and has concluded there was no identity theft and debts owed by ***************************** are valid.
  
  **** asks that this complaint be dismissed.

• 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.

  We have a Great Lakes Credit Union as a bank, and we have active mortgage through them.The account is set for auto pay on 5th of the month.September 6th, the **** bank executed electronic DOUBLE mortgage withdrawal from our checking account.I have called **** on September 7th, the mortgage person on the phone acknowledged the issue, and validated that there was a double withdrawal on 9/6 for amount of $1892.00.There is no answer "why it happened, no idea".They (**** person) called the mortgage special at ************************* to help reverse it:*************************** *************************** *************************.I was asked to send screen shot of the completed double withdrawal of the $1892 to *************************** at ********************************* This was completed on September 7th.At this point, on September 7th, I was told that case is open and it will take "5 business days to reverse the transfer"I called *************************** on September 9th, to validate that request has been processed, and it was active.Per ********** feedback, it was active, and I should have my money back by Friday, September 16th.As today is Monday, September 19th, I am still out of $1892 that the bank had no right to take out.Imagine how much interest "I would have to pay" if I did not give them the funds?On Saturday, September 17th, I received a paper letter from Great Lakes Credit Union, signed off by "research department", dated back to September 7th, that thet are looking into it:Per letter:"We have received your inquiry regarding your mortgage loan and are reviewing your account. We will make every effort to provide a response to your inquiry as promptly as possible, and will certainly do so within the time limit required by the law."At this time I had to cancel auto payments, I cannot have a irresponsible bank empty my checking account with no valid reason.It took them split second to drain my account, but I am waiting 2 weeks?Thank you

  

  Business Response

  Date: 09/30/2022

  Great Lakes Credit Union (GLCU) has received your review with the Better Business Bureau (BBB), dated September 19,2022, regarding a duplicate mortgage payment.
  
  A thorough review of the complaint was completed with our mortgage servicing partner, ************************..  It was found that the borrower set ** automatic payment via ACH, ** August 2022, that took effect on September 3, 2022 .  In addition, another payment was made at a GLCU branch by the borrower on September 3, 2022.  A full refund of the automatic payment was issued via ACH, on September 21, 2022.
  
  We apologize for the delay in response and refund, as the research took extra time, since several departments were involved. 
  
  If we can assist further, please contact GLCU at **************.

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18044463
  
  I am rejecting this response because:

  The research was not done right.

  I DID NOT SETUP AUTOMATIC payments on August 22nd. I updated the account information

  The Automatic payments were active for years before.

  IT is BANKs fault that their system did not remove the old account, and double dipped.

   

  This is 2nd mortgage payment issue with the bank in last 3 months.  I am not satisficed with the explanation.

  It is vague and lacks root cause of the double withdrawal.

   

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

  

  Business Response

  Date: 10/05/2022

  After communicating directly with our member, and a thorough review of the complaint, no errors were found by Great Lakes Credit Union or our servicing partner, *************************. 
  We ask that this complaint be dismissed.

  Customer Answer

  Date: 10/07/2022

   
  Better Business Bureau:

   

  ***** S from GLCU called me directly to explain the steps that were taken by me to get into this mess.

  GLCU offers multiple ways of paying the mortgage, and if you forget how you set it up, you can activate another... without cross check verification.
  
  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:08/09/2022

  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.

  I am aware that **** is evidently engaging in discriminatory practice against myself, a consumer and member of this credit union. I have a checking/savings account and credit card with GLCU. I am heartbroken and disturbed by the outcome of my dispute, filed July 2022. I do not have a case number, but it is recent enough to easily refer to. I filed a dispute due to several unauthorized transactions on my debit card. I explained what had occurred, the best of my ability, but I really don't have much information to offer when I am myself not aware of when or how this occurred.The only information I am certain of is that I am a victim of identity theft and I reported this when I noticed the fraudulent activity on my account/trans history. I am aware that **** has chosen their personal discretion over the law. This is unlawful and a serious violation. Additionally, because GLCU has discriminated against me due to my demographic, they have restricted the use of my debit card for six months. This is unheard of! I never want to patronize such an institution that lacks integrity and ethics. I am aware that as a VICTIM of identity theft, I am protected by FDIC, in which GLUC is insured. In today's world, we consumers face enough dealing with identity theft and fraud, not to mentions the pandemic has surely spiked a lot of cases also. But for a financial institution in which I selected and entrusted, to abide by federal law and protect me against fraudulent activity to my debit cards, to treat me and mishandle me the way they have is unforgiveable. Violations come with penalties and I know my rights as a consumer. I will make sure justice is served. GLCU's customer service has created many poor experiences for me and I have become very regretful I've given this company my business. **************** reps and supervisors are RUDE, insensitive and simply not personable. GLCU's website states: The security of your accounts is a top priority at GLCU. This is 100% UNTRUE.

  

  Business Response

  Date: 08/16/2022

  A thorough review of the complaint was completed, and no errors in processing were found. GLCU also adhered to the required regulations.