Complaints

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

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  Consumers Credit Union

  300 N Field Dr Lake Forest, IL 60045-2513

  
• 

  Consumers Credit Union

  2750 Washington St Waukegan, IL 60085-4959

  
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  Consumers Credit Union

  2000 Progress Pkwy Hoffman Est, IL 60196-4000

  
• 

  Consumers Credit Union

  1310 N Meacham Rd Schaumburg, IL 60173-4806

  
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  Consumers Credit Union

  2626 N Il Route 83 Round Lake Beach, IL 60073-4983

  

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:09/08/2024

  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 was notified this morning about four transactions in my checking account that were questionable. I called the **************** number on the back of my card and an agent went over the transactions with me. Two of them I did not make, even though the amounts were both zero. I was told that my debit card would be canceled and that a virtual card would appear in my mobile app within 48 hours. All well and good, but I was not given any hint as to where I would access the virtual card. The menus in the mobile app do not even give me a clue as to where such a virtual card would be stored. I tried calling in, but they asked for the card number; because it was no longer valid, I cut it up and threw it away, so I don't have it now. I can give my account number over the phone to a legitimate agent if that is needed, and I can also give my personal information, but I do deserve some clue as to where to locate the virtual card so that I can use it.

  

  Business Response

  Date: 09/12/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:09/03/2024

  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.

  This problem began this morning. I logged onto the Consumers Credit Union website and clicked to request a call so I could log into my account to investigate what the balance was as I had transferred money to it. However, no call came to me. I restarted my laptop and my cellphone to see if that would help. Restarting did nothing for me. I then called their main number at ************ and a recorded message said to me: "Sorry, you've run out of balance..." there was much more in the recorded message, but the part about running out of balance had to be a mistake unless someone hacked the account, but I did not reach a human being to ask more. The accusation that I have "run out of balance" would have to be someone hacking into my account because I had sums of money transferred there that should have appeared in the balance, had I been able to talk with a human being, but that was not possible.

  

  Business Response

  Date: 09/10/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:08/21/2024

  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.

  In reviewing the attached credit bureau report issued by your agency, I have discovered an error. The following account is reported inaccurately Company Name: Consumer credit union Reported balance: 1287 last reported July 31, 2024 Under the provisions of the 1977 Federal Fair Credit Reporting Act, I hereby request that agency prove to me in writing the accuracy of the reporting of this account.Under the terms of the Act and succeeding court cases, you have thirty days to prove to me the accuracy or you must remove the account from my ********************** Report. I am asking that you do so.

  

  Business Response

  Date: 08/28/2024

  Hello,

  Attached is our formal response.

   

  Regards, CCU Member Experience

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22175073
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  From the information that was received we have Factual Discrepancy as of  July 31, 2024 Reported balance $1,287.00 credit report was sent a final bill for $1523.81
  understanding ********************************** Act prohibits obtaining customer information of a financial institution by false pretenses.

  

  Business Response

  Date: 09/10/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22175073
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  According to 15 USC 1693 c  Consumers Credit Union have violated my rights by in lawful communication please remove this collection off my credit report. 
  
  
  This company is in violation of not just my privacy rights as a consumer but multiple federal laws including FCCPA, FCRA and FDCPA. As per FTC guidelines reporting this account in my consumer credit report is a collection activity. therefore, you are in violation under 18 U.S. Code 894 - Collection of extensions of credit Under (a)Whoever knowingly participates in any way, or conspires to do so, in the use of any extortionate means (1)to collect or attempt to collect any extension of credit, or (2)to punish any person for the nonrepayment thereof, shall be fined under this title or imprisoned not more than 20 years, or both. Your continued derogatory reporting of this account in my credit report is a form of punishment and hurting my chances of improving my living situation. ***** and desist, delete this account immediately.

• Initial Complaint

  Date:08/06/2024

  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.

  I am not liable for this debt with Consumers Credit Union, I do not have a contract with Consumers Credit Union, they did not provide me with the original contract as I requested

  

  Business Response

  Date: 08/14/2024

  Hello,

  Attached is our response.

  
  Regards,

  CCU Member Experience

• Initial Complaint

  Date:07/26/2024

  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.

  First, when calling their main number, ************, it briefly talks, then after a minute of silence, it just hangs up, giving NO menu options, and NO ONE ever answers. This proves how little they care about customer service.Now, the primary problem I am suffering is that my car loan's Next Payment Date is showing as Jul 12, 2024, which is completely wrong. I have contacted them long ago and numerous times by chat, by email, and by phone, but they never fixed it. They promised to "add that information" to their notes and "forward it to the appropriate department" but after half a year, I'm STILL waiting.2022 Aug 3, I originated a 60-month installment loan with CCU to finance a new vehicle. For the first year, I made double payments, until I had made a total of 48 payments. Therefore, my Next Payment Date SHOULD BE Aug 2026.However, this was not reflected in my account, and NOW, they are falsely claiming my next payment is past due, so they are currently harassing me by phone and email, demanding an immediate payment, while declaring me "delinquent" and charging me additional penalties and interest. This behavior is very unfair, and could potentially even be financially devastating to the consumer, ruining their credit history.I ALREADY MADE MY JULY 2024 PAYMENT... back on Jan 1 2023. I have done nothing wrong, yet I am lying awake at night worried that they are going to start repossession proceedings and add that much MORE grief to my life.My regular payment amount was $555.22, but I have always made 2 payments at a time, for $1,110.44 each. I have done this with every vehicle I have ever financed since the 1980s with no problems.Currently, I have paid a total of $26,650.56 on an original $30,000 loan, but they are apparently too grossly incompetent to understand this. They obviously do NOT have consumers' best interests in mind, and if they cannot properly manage their core activity of being a financial institution, then they should not be in business.

  

  Business Response

  Date: 08/05/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:

   

  In their response letter, they state "CCU does not allow a member to be paid ahead further than 12 months. Once the due date reaches 12 months, the additional funds are applied to the loan balance."
  
  Umm, in a sensible installment loan, ALL payments are applied to the loan balance, but anyway.... What an adorable little policy. There's just a few problems: They NEVER informed me of this, it was NOT shown on the contract I signed, and while financing a number of vehicles since the 1980s, I have always made prepayments, and I have never known another financial institution to have such a policy. They generally welcome prepayments, as it shows the consumers' ability to pay. The only difference is, back then I had payment coupon books, so I just mailed in two coupons at a time, with a paper check covering the total. No problems, ever.
  
  They should not be allowed to renege a contract and add weird arbitrary rules to it after it is signed!
  
  Below is a breakdown of what SHOULD have occurred, as expected by myself or any other reasonable consumer:
  
  Aug 7 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2022
  Aug 21 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2022
  Aug 29 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2023
  Dec 16 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2023
  Dec 21 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2023
  Dec 23 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2023
  Dec 24 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2023
  Dec 26 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2023
  Dec 27 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2024
  Dec 28 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2024
  Dec 29 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2024
  Jan 1 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2024
  Jan 3 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2024
  Jan 6 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2024
  Feb 27 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2025
  Mar 1 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2025
  Mar 6 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2025
  Mar 10 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2025
  Mar 24 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2025
  Apr 3 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2025
  Jun 12 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2026
  Jun 17 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2026
  Jul 9 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2026
  Mar 17 2024 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2026
  
  Therefore, my July 2024 payment was already made in Jan 2023. Currently, I have paid a total of $26,650.56, which is equal to 48 payments of $555.22. Do the math.
  
  From their response:
  12/2023 - This is when DNA first stopped advancing the due date due to being paid ahead through 11/12/23
  Then shouldn't they have alerted the customer AT THAT TIME? I don't see any notes that they even tried. Email? Nope. Phone? Nope. Secure message? Nope. Popup notice upon login? Nope. NOTHING.
  
  Also:
  "01/2023 - Made 3 payments of $1,110.44 each, the due date remained 11/12/2023 due to most of the payment being applied to the principal balance."
  So, if their claim is that "CCU does not allow a member to be paid ahead further than 12 months", then apparently they need someone to teach them how dates and time work. 11/12/2023 is NOT 12 months after 01/2023. Sorry, but how they randomly decide to apply the payment doesn't affect the fact that a payment was made, so the due date should have advanced, period.
  
  And:
  "02/2023 - Made a payment of $1,110.44 which went mainly towards the principal balance. Due date remained 11/12/2023."
  Again, 11/12/2023 is NOT 12 months after 02/2023. If their policy limit is 12 months, and a payment was made on 02/2023, then the due date should have been advanced to AT LEAST 02/2024.
  
  Next claim:
  04/12/2024 The member called 3 times and disconnected each time after reaching the Interactive Voice Response
  FALSE - I certainly DID call 3 times but I NEVER disconnected. As I previously stated, I tried calling their main number, but it briefly talks, then JUST HANGS UP, giving NO menu options, and NO ONE ever answers. Go ahead, try it; it's THEIR system that disconnects.
  
  Next claim:
  04/12/2024 - The contact center called to inform the member of the paid ahead limitation of 12 months. A voicemail was left, due to no answer from the member.
  How gracious of them to call me out of the blue to make me aware of the issue. FALSE - This is the same date I REPEATEDLY tried reaching someone by calling the main phone number, but probably resorted to chat, and this would have been in response to that. The only problem is, I have no knowledge of this voicemail, unless it was done similarly to the "voicemail" later left on 07/22/2024. If they really DID leave a voicemail explaining "the paid ahead limitation", they WHY did I later continue trying to contact them to correct it?
  
  Next claim:
  06/28/2024- The member called the contact center and disconnected upon reaching the Interactive Voice Response.
  FALSE - I DID call but I NEVER disconnected. THEIR faulty system disconnected while I was waiting for an answer or options.
  
  "The member then used the chat service to connect with the contact center and was informed of the paid ahead limitation."
  Here's an interesting question: If their phone system worked, WHY would I repeatedly call it, only to repeatedly disconnect it and use the chat service? But regardless, THIS was the first time I became aware of any aspect of their secret policy, when they told me their "system doesn't allow" for that many prepayments. I responded that if that were the case, then their system is broken and they should fix it. Innocent customers should not be held liable for THEIR faulty system!
  
  07/19/2024 They conveniently overlooked THIS little tidbit. ****** called me, basically to request immediate payment for my "delinquency", so I asked a very simple question: How many payments have I already made? She wasn't even able to answer THAT. What kind of loan provider doesn't even know how many payments a customer has made at any given time? I also requested a copy of the contract EMAILED to me, highlighting the portion that I had allegedly violated. As with so many times before, they have STILL not responded.
  
  07/22/2024 - Some CCU employee DID leave a voicemail, more or less, but it was just a speedy mumble saying if I still needed help to call them at ************ (the phone number that no one ever answers), so that was useless.
  
  I have attached a copy of my contract. Pay attention to these parts:
  
  2. PAYMENTS - You may prepay any amount without penalty.
  
  Umm, placing a customer in "delinquent" status and charging them a late fee most definitely IS a form of penalty!
  
  5. DEFAULT - You will be in default under this Agreement if You do not make a payment of the amount required on or before the date it is due.
  
  And every single payment I made was done on or before the date it was due.
  
  But if you see ANY mention of a ************************************************************* know. I certainly couldn't find any.

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

  

  Business Response

  Date: 08/16/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:

   

  "as a courtesy"? So now, obeying the law is considered a "courtesy"?
  
  Well, Consumers Credit Union can STUFF their "courtesy"!
  
  If anything, THEY are the ones receiving "courtesy" from ME, as I have not filed a lawsuit against them... yet.
  
  The only "courtesy" I ever requested was for them to HONOR THEIR CONTRACT, which they are apparently still unwilling to do. I previously requested them to provide me with a copy of my contract, pointing out any mention of the 12 months prepayment limitation, which they promptly ignored. So, I attached my copy of it above, but what do we hear from them on this matter? Resounding silence.
  
  I find it strange that they had to be threatened with action by an outside agency for them to suddenly become "courteous". I'm guessing they ran this issue past their legal department, who said "*******, he's right; none of the documents in the agreements informed him of this, so we really shouldn't be doing it. I highly recommend you offer a compromise at the very least."
  
  If they really wanted to be courteous, they would have someone answer their phone, rather than just letting it disconnect, but so be it.
  
  "align with industry standards"
  FALSE - I also currently have loans at other financial institutions, and none of them have such a policy. Again, over the years, I have had numerous loans at institutions all over the country, but this is the first one I've found that EVER had such a policy. That is anecdotal, though, so feel free to survey some reasonable consumers to see just how "standard" this is throughout the industry.
  
  "As a business practice, we allowed a due date to advance up to 12 months"
  ONCE AGAIN, they deflect. If that is their business practice, they need to inform their customers of it BEFORE contracts are signed. As the old adage goes, "If it isn't in writing, it doesn't exist."
  
  I have already provided proof that they did NOT include this information, and for them to arbitrarily impose this "business practice" years later is tantamount to reneging on the contract. It is definitely a breach, and I am strongly confident that a judge would find it to be a material breach, especially considering that this surprise demand for payments could potentially be financially devastating to an unprepared consumer. And from my observations, judges tend to be quite adept at recognizing the expectations of REASONABLE CONSUMERS.
  
  
  Update, Aug 14. CCU sent me an email announcing an impending policy change. I have attached a copy. In it, they state:
  
  "Currently, if you make extra payments on your loan, the next payment owed is automatically advanced to a later date based on the extra amount you send. For example, if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  If we extrapolate that, then logically, under the current method, if your scheduled payment is $250 but you pay $5,000, your due date would be advanced twenty months.
  
  And ONCE AGAIN, there is absolutely NO mention of any 12-month limitation, in this email or ANYWHERE ELSE. Strike two, CCU.

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

  

  Business Response

  Date: 09/09/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 09/15/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:
  

   

  Wow, it's amazing that with each response, CCU just keeps proving MY case for me. It would almost be amusing if they weren't so hostile towards their customers and **********************. I only wish I had seen their customer rating of 1.04 out of 5 stars BEFORE I signed.
  
  Being an easygoing person, I have so far been making the GOODWILL GESTURE of tolerating their gross incompetence, but their false claims and other behavior is leading me to consider them as criminal, and I am growing very tired of their games.
  
  
  My primary complaint was the fact that they never informed me of their 12-month limitation in the contract I signed, and by doing it, they are reneging the contract. Their first reply doesn't even dispute this; they actually CONFIRM it:
  
  "04/12/ 2024 - The contact center called to inform the member of the paid ahead limitation of 12 months."
  
  So, by their own admission, they did not inform me for almost two years after the contract was signed. Their reply also showed their incompetence in date calculations, and that they don't even follow their own 12 months policy as stated.
  
  
  In their next reply, they just doubled down on their 12 months policy, still not giving any evidence that they had ever informed me of it. They did, however, include a PDF file titled "D Fox Payment history thru 8.12.24", but again, it only highlighted their incompetence, as it was nearly unreadable, written very badly and formatted even worse. It's a bad sign when someone at a financial institution can't even make a basic spreadsheet.
  
  They also sent me an email around this time, containing this VERY IMPORTANT paragraph, which I will refer back to later:
  "Currently, if you make extra payments on your loan, the next payment owed is automatically advanced to a later date based on the extra amount you send. For example, if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  And again, there is no mention whatsoever of any 12-month limitation. They email only proves that monthly payments are NOT required for anyone who has made adequate prepayments.
  
  
  Now, in their latest reply, they are just desperately grasping at straws, searching for any part of the contract that might seem relevant to an inept consumer. Unfortunately for them, I am not inept. They show a bold portion that states "If You prepay any part of what You owe, You are still required to make the regularly scheduled payments, unless We have agreed to a change in the payment schedule."
  
  They have a note just above that portion that they are apparently trying to use as proof of my wrongness:
  
  "Per the loan contract that was signed by *********, a monthly payment is due each month."
  
  That is NOT what the contract says! Here is yet ANOTHER of their false claims. It explicitly states that the regularly scheduled payments must be made, NOT that payments must be made monthly. And I have already made my regularly scheduled payments; I only made them early. In their section on "default", they also state that they expect payment of the amount required ON OR BEFORE the date it is due, with which I have fully complied. Their claim is also in direct contradiction to their recent email, which again states:
  
  "if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  That would not be possible if there were a rule that "a monthly payment is due each month".
  
  By demanding payments earlier than I agreed to, THEY are making a change in the payment schedule, not ME.
  
  
  No, I am done trying to reason with this place, due to their incompetence, false claims, and intentional attempts to twist their contract's language to their own benefit. I now truly believe that CCU is potentially financially dangerous to consumers, and should be shut down. Strike three, CCU.

   

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

  

  Business Response

  Date: 09/19/2024

  Hello,

  Attached is our final response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:05/17/2024

  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 hate to have to file another complaint, but once again, I am logging in, requesting a phone call to get a Secure Access Code, answering the call that comes in, waiting for a Secure Access Code, and then -- NOTHING. No voice, just dead silence. I have had this problem before and reported it. I had tried to receive it via text message, but that never worked even when I was a new member. Also, when I called in and spoke with the agent, she asked for a member number. If I was ever given a member number, I would have entered it in the information that I maintain from Consumers Credit Union. I was able to give a Social Security number, but she didn't even recognize me from the account number that I have recorded; I keep such information well stored and encrypted, so if something changed, I need to be informed about the change. At any rate, ny first concern is the phone call that gives not a sound. I have to ask about the customer number that was not issued to me. I have to ask how is it that she couldn't find my account from the account number that I have recorded. I am justifiably alarmed when so many things are not working and my recorded information doesn't seem to be valid. If I had at least the customer number and the valid account number, I might have an easier time, but it can't be that so much is out of order.

  

  Business Response

  Date: 05/22/2024

  Hello,

  Attached is our formal response.

  
  Regards,

  CCU Member Experience

  Customer Answer

  Date: 05/22/2024

   
  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.

  Once I was able to get into my account, I was able to find the member number, so I have that saved for future use. However, I do have to point out that the problem of requested a Secure Access Code remains a problem for me. I would like to know what is the number through which such a code is sent via text because I will need to contact my wireless provider to investigate why those text messages never reach me. I will also mention that more than once, I have requested to get the code through telephone call, only for the phone to ring and for me to answer to dead silence. That has happened to me many times, and that alarms me considerably.

  Once I know which number sends me text messages, I can then ask for help from my wireless provider. It's a bit alarming when I get no text and a call that gives only dead silence. I have no complaints about Consumers Credit Union insofar as the service that they provide because it is very professional and as a former bank employee, I know how to give credit where credit is due, and it is definitely due. The problems that alarm me are probably flaws in the technical system, and I only wish to let the credit union know that if something needs to be investigated, I feel it is my responsibility to make the problem known.

  I hope that clarifies things a bit. I am just wanting to be able to get the code, and sometimes there are problems, but sad to say, the practice of making it difficult or impossible for a customer to make contact with an institution has become a standard practice in *****************, and that does alarm me. I'm a disabled senior, and when I cannot communicate, it does alarm me perhaps more than most, but I want to make it clear that I do not complain about the service I get because it is truly excellent.

  Respectfully submitted,,
  
  ***********************

• Initial Complaint

  Date:04/27/2024

  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 am going to attach a letter that I mailed today. For three days now, I log in, but when I try to call for the Secure Access Code, either nothing happens, I get a call but I hear nothing on the line, or I get a call and get a code, but when I try to enter it, the call disconnects. I called in and spoke with an agent who didn't begin to know what I was talking about; I saw that she had never seen the steps of login. This problem has kept me from logging in. I did two nights ago talk with an agent who said she would report it to Technical Support, but clearly that hasn't happened. She at least gave me my balance, but I was told that I was supposed to have some sort of ID number, something that I never received. I have my Social Security number and my account number, but that seemed to make me suspicious. I came away really wondering who was in charge and why was I having such experiences. I wondered if this was a way of telling me to get lost. I never had such an experience before with a banking institution. I might add that I worked in a bank for eight years, but in another country, and the laws were radically different. I just have to ask: what is happening and why? If there's some technical problem, fix it and don't keep me from managing anything in my account!

  

  Business Response

  Date: 05/06/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 05/06/2024

   
  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. However, just last night, I tried to get a Secure Access Code, which I always request through a telephone call because the text messaging has proven to be unreliable. I called three times, and each time, when I connected, I heard nothing. Not knowing what to do, I restarted both my phone and my laptop, wondering if either of those was responsible. Doing that solved the problem.

  I have to mention to be fair that Consumers Credit Union has given me superb service. The only reason I turned to BBB is that in today's US, it seems to be a standard for companies, agencies, organizations, and any other institutions to make contact always either using noreply email addresses, email addresses that direct mail to unmonitored stations or accounts, or have automated services that give several options for making contact, but when none of them are appropriate, the call disconnects. The policy of remaining incommunicado with customers is so widespread that it leaves me wondering how to make contact. From experience, I have learned that a complaint to BBB renews the contact. That isn't fair not to the institution in question nor to BBB, but I doubt that sending smoke signals or skywriting will ever be convenient options, and many times I have wondered if those are the only options left. Alas, they aren't reliable either! My complaint was just to make contact. It seemed that so often I was failing that I had to wonder who had the problem!

  As for the issue with the number *****, I need to understand if that is a number that CCU uses on a regular basis or if it has some other significance. I checked my phone thoroughly and there's no mention of it anywhere. My question then becomes: to which provider do I make contact? My wireless provider or my Internet provider? I frequently say that we all thought that modern technology would make life easier for us, but instead it has only created more problems. Now someone dispute me on that! The fact that there are so many factors that are all possibly causing the problem only leaves a customer like me feeling that the whole routine of contacting every possible provider is a bit like throwing a ***** in a wishing well. I just have no idea to whom to turn, and perhaps I need to contact more than one provider, but it would help to receive a bit of guidance. I am no novice in the world of hi tech, but when it comes to the weirdness of everything connected with what is making things work in wireless or internet, that is out of my collection of experiences and so I am never sure to whom to turn or what to ask.

  Let it be clear: I am a published writer in three languages, so I am not a novice when it comes to dealing with complicated situations, but if I have studied, learned, or somehow acquired some relevant knowledge, that makes it much easier for me to know what could be done. When I was calling in, connection was made, but I heard nothing on the line, well, who is responsible? I'm not that good at guessing games, I fear, and that is what I face often enough. I'm starved for knowledge, yes, and I am willing to learn, even if I am 72 years old and have disabling conditions; my mind still works well. However, if I don't know of something, I have to reach out for help. I have written to BBB that frequently my complaints can be traced to the inability to reach another party because of a communication failure that *** be technical. I just don't know.

  I hope I have explained what motivated me to file a complaint. The complaint really wasn't against CCU as much as it was against just not knowing who or what was causing so **** failed attempts to make contact. I might add that this problem happens often, and not just with businesses or similar institutions; sometimes it happens when I call an acquaintance and we struggle a bit before we are able to communicate and hear one another clearly. 

  Anyhow, I could easily write another book on the subject, but I am not blaming CCU for a technical failure. I am sure CCU has enough frustrations with them as well. That, I fear, is the "blessing" of modern technology, but then again, I am not a believer in "blessings," and saying "failures" sounds like an accusations. I just make contact and hope for the best outcome!

  Respectively submitted,
  
  ***********************
  ************** cellphone
  ************** fax

• Initial Complaint

  Date:04/22/2024

  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 went to check my account after depositing $500 on 4/21/2024. My online account had locked me out so I called, but it was a Sunday. I called today, Monday morning at 9:30 Central time. The automated phone system never offered any options except: "para Espanol, oprima cinco". I need to know what is going on with my account, but can't since I can neither log in or get anyone on the phone.

  

  Business Response

  Date: 04/23/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:04/15/2024

  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.

  My vehicle was repoed on March 14, 2024. I waited to get information from the loan company on what criteria was needed from me to get my car back. This was frustrating as no one would call me back and only communicate through emails. My car was towed to the auction house early and no one could tell me where the car was for 3 days, I had to call looking for it myself. I never once received any communication from the loan place on when and where I could pick up my vehicle. I was able to find that information out from the auction house and 3rd party repo place. After getting my car back, I went to check my car loan account to see what I needed to pay for the month of ***** 2024. The 'normal' payment section only listed ****** for the month of *****. I called into Consumer Credit Union to confirm that all I owed for ***** was ******. This was confirmed by the associate with the load company. On 09APR24, I paid exactly ****** as the system requested and confirmed by loan associate. Today, 15APR24, I received an eNotice that said I was 10-days late and owed the rest of the standard ****** payment. I checked my account and on *******, extra fees were tacked on and taken off at a confusing ratio. My monthly due date is the 3rd of every month, so 03APR24. How am I late when I paid the correct amount on 09APR24 of ****** and the extra charges weren't added until 10APR24, 7 days AFTER the actual due date for the month?

  

  Business Response

  Date: 04/24/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21579324
  
  I am rejecting this response because: This is a complete lie and did not address anything.

  I called on 08APR24 and spoke to a customer representative, which was confirmed by ****** (a superiors who I spoke with on 17APR24 at 1:27pm CST). I called on 08APR24 and asked if the Consumer Credit Union system was correct when it reported that my next payment for the month of April 2024 was ****** and not the normal ****** as this made no sense to me at the time and I did not want to get behind after paying a large sum of *******. The representative assured me several times that the system was correct, that the payment of ******* had adjusted my month payment to ******. I paid on 08APR24 the payment of ******. I never received a phone call from CCU on 08APR24, I have provided phone records of this with this rejection response. This should inform BBB of how the response for CCU has started out in a lie.

  I did have a missed call on 13Apr24 with no message left from CCU. No I did not return the phone call as I also get emails from this company for nonsense things to join their company by opening up an account and seeing as I had made my monthly payment as I was told to do when I called in on 08APR24. On 15APR24, I received an eNotice saying I was 10 days late for my payment, which confused me as I had called in to CCU's customer service and had talked to someone who reassured me that I was paying the necessary amount. I checked my account and found that on 10APR24, my account amount was manually adjusted (Also provided physical proof of) to have the ******* reduced *******. It was so messed up on how many loan adjustments were done on my account that they even adjusted my payment of ****** by taking it off the account and the put it back on when it seems like someone realized that was a payment made by the client.

  I called on 16APR24 at 1:16pm and spoke with ***** who confirmed that my due date for every month is the 3rd. She transferred me to supervisor ******* who waved the late fee of ***** (also physical proof provided) as she agreed that the adjustments were made 7 days after my due date and was confusing on her end. She did say I owed ****** at that time to bring my balance to paid in full. When I questioned her about the late adjustment and why they waited so long after my due date (as no one constantly looks at their account after a payment posts), I was told a manager would need to call me back and an IT ticket was opened. She could not explain it to me but acknowledged that there was a system error on their end as they have to manually adjust the loan amounts posted on accounts and that the system cannot recognize to separate the payment of ******* into ******* and ******. I was told to wait ***** hours to be contacted.

  On 17Apr24 I called and spoke to ******* at 1:27pm and went through all the notes on my account. She said that she would contact the loan correction department and open a case as no one had yet to do that. No case was ever opened. 

  On 23APR24 I called at 9:27 am to return a late call from CCU which consisted of them not waiting for a ring on my end and hanging up and leaving a voicemail. I spoke with ***** who told me at that time, there weren't any notes explaining the reason of the adjustment of the ******* to ******* and adjusting my payment of ******. I also at this time inquired to why CCU was reporting that my loan was closed to the credit agencies. This could not be answered. I was transferred to ******* who could not help me further and another IT ticket was opened for someone to call me within ***** hours. 

  On 24APR24 I called at 10:24 am and was immediately transferred to another associate as the first one, who I did not catch her name, had computer technical issues. I was sent to ********, who needs to be retrained on customer service and deescalation. She repeatedly spoke down to me, cut me off to the point I had to talk over her to tell her that she was not understanding my concerns. When I requested to talk to someone who could help me, she put me on hold. She was the rudest person I have spoke to so far. When she deemed it fine to talk to me, she started all over telling me I still owed 450 for the month of April. She could not tell me why it was added after my due date and said that I should always pay my full monthly payment and it was my fault the system messed up and my fault I trusted them to let me know what payment to make. It is at this time that I requested a supervisor to which she refused to do and said I could only talk to her, that she was the only one who would help me, to which she wasn't going to because I couldn't understand my account. She was the first person to break down the reason for the 450 payment not going to my account and that by law they as a company were not allowed to have that payment on my account and that the 450 for the repo fee had to go to some GL account instead. I repeatedly explained that at this point, since no one has been helpful, I wanted to just know if I could have the remaining ********************************************************************* concern that my monthly payment was down to ******, if this could be paid on the May bill since it was added after the monthly bill and due date came out on 03APR24. She refused to answer me and started back at the beginning of her tirade. I stopped her and requested her ID or badge number for employee identification as she refused to transfer me to anyone. She hung up on me.

  I called back again, this time to *******************, who was the original recoveries specialist that emailed me the required documents and amount owed to get my car back. The original email calls out a 450 repo fee that was non-negotiable and was estimated, but never once broke down how that payment was to be received and posted. (Also physical proof provided) I explained the situation again and explained that at this point I just wanted to make sure my car was not repossessed during this issue of understanding why my account was manually altered, why I was told to pay one amount and why I was late, that I only needed to know if I could make my 450 payment on 03MAY24 along with the ****** payment for the month of May 2024. She explained that the reason for the loan alteration was because she went on vacation and didn't get back in the office until 10APR24 and that she had to manually override the system to adjust everything. She said that yes, there was a miscommunication on the explanation of how the ******* was broken down and applied to my account. That while yes, the system did reflect that I only owed ****** for APR24, that was not their problem that I was told and shown to only pay that. I again posed my request to have the payment made on 03MAY24 along with the May payment to which she said that it being only 9 days away, there would be no problem as long as it was paid on 03MAY24 and that she would note in the system under my account that I would be doing just that. I also followed up with an email to her confirming what we discussed as I wanted reassurance that during this time, that was no fault of my own, that my car was not to be repossessed. 

  Now the response to all these issues is concerning as it never once addressed the fact that my car was taken to the auction house early, prior to 03APR24, that CCU lost it in their system and for 3 whole days could not tell me where it was, and has yet to even acknowledge that I still never received ANY formal notification that I could pick up my car and where I could pick it up from. No on called me after I paid the ******* to let me know that a release letter was sent. No one called me to tell me where the car was located to be picked up. I had to call the repo company who originally picked up my car ***************** Services) who explained that the car went to auction and gave me the auction house's number. The auction house was nice enough to work with me as the assigned specialist, ************************************ (the person who took over for **** while she was on vacation) had stopped all communication with me after the payment was made on 27APR24. The auction house gave me the ok when they received the release memo and set up for me to pick up my car. It was also never addressed to why CCU has reported to all the credit agencies, that the loan that we are discussing, is no longer open and has been closed. I have repeatedly requested this to be fixed and requested an explanation for this happening in the first place. These disturbing issue were not once addressed by CCU's ******************************* response. Instead, the second this person could, they lied in their response. 

  So we have an outright lie or a false narrative from CCU on the phone call and myself not responding on 08APR24, which we know isn't true per the provided phone records. We know that they dropped the ball with the recoveries specialist went on vacation, failed to have ********************** her job, and manually altered the amount on my account when she got back on 10APR24. Why ******* could not due this herself after I paid the ******* or inform me that the adjustment would happen, is a big question on their policies. They falsely reported my loan closed and never followed up with myself on the where about of the car or that I could even pick it up. It can be assumed at a holistic level, that CCU picked up the car either the night of 13MAR24 or morning of 14MAR24 with hopes that I could not pay the full amount of *******, quickly had my car transferred to the auction house prior to the 03APR24 cut off and reported my loan closed as soon as they could with hopes that they could make money and sell the car. 

  At 6:24pm today, 24APR24, I received a call from CCU's collections department asking when I could pay the full amount of ******* today? I spoke with *********, who noted the system that I spoke with ******************* about making a payment on 03MAY24. She explained that in their system, it takes ***** hours for it to update sometimes and more so from other departments making any notations on accounts. 

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

   

  

  Business Response

  Date: 05/13/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:04/09/2024

  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.

  The vehicle was sold and a payoff was sent. Consumer Credit Union has sent me to collections and is still trying to collect on the sold vehicle.

  

  Business Response

  Date: 04/23/2024

  Attached is our response.

   

  Regards,

  CCU Member Experience