Complaints
This profile includes complaints for Rock Valley Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/16/2023
Type: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.
A vendor took an unauthorized amount out of my checking account way more than my actual bill the vendor agreed to refund the money but the actual transaction caused my account to go into overdraft well it wasnt actually overdrawn when rock valley charged my account 30 in overdraft fees due to pending transactions that took a few days to actually post but none the less the company is refunding my money I called rock valley and spoke to a supervisor who told me that they could only refund one or two of my overdraft fees because it wasnt their fault that my account was overdrawn and they understood that it wasnt my fault as well but if I wanted the remaining 120 refunded back to me then I would have to call the company and ask them for the money because it was their fault never heard of such policy and its unethical bank practice thats stealing my money so Im being punished for a mistake by a vendor and I loose 120 from something that wasnt my fault rock valley isnt loosing anything by refunding my money theyve actually gained an extra 120 by refusing to give me back my overdraft fees again this wasnt anything that was my fault and literally out of my control but Im the one who looses 120 Im asking for my money all of my money to be refunded I shouldnt have to go to the vendor to get my overdraft fees back because of a mistake that they made again its theft
Business Response
Date: 10/17/2023
October 17, 2023
Better Business Bureau
Re: *******************************
Complaint #********
To Whom It May ******************** is in response to the above-described complaint by ****************************** (Member). The Member contacted us on 10/16/23 at approximately 2:11pm regarding an *** withdrawal of $141.70 that posted to her account. The Member stated it was an unauthorized amount, and she had spoken with the vendor, who was going to refund the $141.70. Member requested all overdraft fees to be refunded caused by this erroneous transaction.
Members account was charged six $30 overdraft fees over a 3-day period. Four of these fees related to the *** transaction cited above. On 10/16/2023, the credit union employee assisting Member refunded $60 in fees, and another $60 will be refunded at the end of todays business, accounting for the four overdraft fees relating to the disputed transaction.
In addition, because the overdraft balance was less than $1 after crediting the erroneous vendor withdrawal, we will also refund an additional $30 to Members account at the end of todays business.
Finance can be confusing, and we encourage any member who feels their needs or requests are not being met or heard to ask to speak with another manager or employee.
Sincerely,
***************************
President/CEO
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