Complaints

This profile includes complaints for Credit Union 1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Credit Union 1

  200 East Champaign Ave. Rantoul, IL 61866

  
• 

  Credit Union 1

  3591 N Vermilion St Danville, IL 61832-1337

  
• 

  Credit Union 1

  2651 Paseo Verde Pkwy Ste 100 Henderson, NV 89074-6616

  
• 

  Credit Union 1

  2730 S Tibbs Avenue Indianapolis, IN 46241-5351

  
• 

  Credit Union 1

  4749 Lincoln Mall Dr Ste 101 Matteson, IL 60443-3806

  

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:04/04/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently financed by Credit 1 bank for a new car loan. In November of 2022 it was brought to our attention the under writer from the insurance company halted our insurance on the car. I received a letter from Credit 1 bank stating they would be insuring the vehicle for 11,405 dollars for the year. I immediately called to rectify the matter. However, after speaking with the insurance company and Credit 1 the vehicle was allegedly not insured for 22 days. I have been charged a total of 4,000 for 22 days. In my opinion this is an astronomical amount of money to be paid for an error. I have called to request a break down of the actual pricing and how the total was accumulated for payment. I recently received an email with non of the above information requested. I have been a member of this credit union for more than 10 years with no prior issues. They have depleted my checking account and applied it towards the 4000 balance. I believe this to be unethical to me as a long time customer in addition unaffordable. I cant understand if this is standard practice or does my ethnical background play a part in assistance.

  

  Business Response

  Date: 04/11/2023

  To whom it may
  concern:   Please accept this
  letter as our response to the consumer complaint referenced above. CU1 prides
  itself on making an effort to be great when servicing our members, so it is
  disappointing when our members are not totally satisfied with the service that
  is received.
  On August 09, 2022,
  *** ***** ******** signed documents to finance an auto loan with Credit Union
  1. Within those documents was the Agreement to Provide Insurance. This form
  indicated that insurance must be carried on the vehicle, including collision
  and comprehensive coverage with deductibles not to exceed $1000. Our loan
  contract also outlines that we may purchase insurance for uninsured collateral
  and that the premium for this insurance may be higher.
  On September 19,
  2022, a letter was sent notifying our member that we did not have proof of
  insurance. This letter outlined exactly what needed to be provided with
  multiple options to submit the information as well as disclosed the cost of the
  ********** ********** ********* (***) that would be assessed if we did not
  receive proof of insurance. On October 17, 2022, a final notice with the same
  information was sent. On November 09, 2022, a notice was sent regarding the
  placement of *** and on November 14, 2022, the notice of loan payment increase
  was sent.
  CU1 did receive
  proof of partial coverage, however there was still a lapse in coverage from
  October 02, 2022, to November 26, 2022 (55 days). We adjusted the cost of the
  *** from $11405 to $3536 and a refund was credited to the loan balance of $7869
  on December 05, 2022. A Notice of the refund and change to the loan payment was
  also sent that same day.  On January 13,
  2023, *** ***** ******** spoke with a CU1 representative and did advise us that
  she discovered that her insurance company had dropped her without her
  knowledge. This was deemed to be a true lapse of coverage. She was also
  transferred to State National (our *** provider) for additional information
  regarding the cost of the coverage.  We do understand
  *** ***** ********’s frustration, however she did agree to both provide
  insurance coverage and that we would purchase *** in the event we did not
  receive full proof of coverage. The way *** is calculated uses different
  criteria than premiums with a standard insurance provider, and State National
  would be able to provide additional information on how they calculate the cost.
  Their contact information has been made available on each notice that was sent
  (phone **************).

  Customer Answer

  Date: 04/14/2023

   I am rejecting this response because:
  This is a way to create a loop hole to ensure you guys get more money. I informed credit union 1 that I never received any mail prior to the letter and I attempted to correct the issue expeditiously. Of course the premium should have been adjusted due to insurance being provided. I have been a customer for over 10 years and I have also purchased all of my vehicles from Credit Union 1( of which I will no longer do) I was never provided any information on how to obtain the breakdown in payment. Instead I was instructed to Wait for an itemization of the charges via mail which I still have not received. 4400 for an alleged 22 days is INSANE…insurance does not even cost nearly that much even for a missed payment. I could see if there was Damage to the truck or if it was involved in an accident. Even in the case of it were I would still be paying a 1000 deduct which is STILL INSANE  if the total cost for the insurance coverage is 11000 this is a clear case of INFLATION. I would think that a long time customer in GOOD STANDING such as myself would at least be met half way.. I STILL HAVE YET to receive the requested ITEMIZED BILL AND BREAKDOWN. When a payment is missed there are MULTIPLE phone calls in ADDITION to mailing announcements that is put into place in an attempt to retrieve payment. I received no phone call nor did receive any letters leading to the circumstances. When I received notice I acted immediately. So what exactly does the 4000 contribute to when it comes to the vehicle? I am asking that our bill be resolved and our payments returned to my account. 
  

  

  Business Response

  Date: 05/01/2023

  Re: Complaint #********* ********* *****
  To whom it may concern:
  Credit Union 1 has extended
  our investigation regarding the cost of the ********** ********** *********
  (***) with State National and have found the following:
  When a lapse in coverage is detected, State National calculates the cost of the premium as 19.522% of the loan balance and the cost is spread out over a 12 month term. The balance of the loan on 08/09/22 was $58.420.24, 19.522% of this is $11404.79. The attached breakdown supports these dates and calculations.

  When partial proof of coverage is provided, the premium is then calculated on a Short Rate basis. The table on the second page illustrates that for a 12 month term of coverage and a 55 day lapse in coverage, the recalculated cost of the coverage is to be 31% of the original premium cost. 31% of $11405 is $3536.

  We do understand *** ******* primary concern is the cost of the coverage, however
  she did agree to both provide insurance coverage and that we would purchase ***
  in the event we did not receive full proof of coverage. While *** ***** is a
  valued member, Credit Union 1 has contracted State National based on rates
  and rules approved by the Illinois Department of Insurance and are based on
  underwriting criteria and coverage selections that apply to all of our members. The attached statement from State National shows the
  dates coverage has lapsed, the initial cost and refund, and information
  regarding how the cost of the insurance is calculated.  If there are any additional questions
  regarding the cost or calculation of the coverage, we would encourage *** *****
  to reach out to State National at 1-800-877-4567. If CU1 were to receive proof
  of coverage during the lapsed period of 08/09/22 to 10/03/22 (55 days), we
  would be happy to review.

• Initial Complaint

  Date:02/08/2023

  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.

  On December 6, 2022, I traded in my Jeep Renegade for a Chevy Trailblazer. My Jeep was financed through Credit Union 1 (through **** ******). I received a check from Credit Union 1 that I assumed was a GAP refund, so I deposited it into my checking account. The next day, payment on that check was cancelled and I was charged a $19 fee for that! I have made multiple calls to both Credit Union 1 and **** ****** and neither company knows where that check came from or who cancelled it and both are blaming each other. Also, it has been 2 months and Still NO GAP refund! After at least 20 calls to both companies, I am told that **** ****** issues the GAP refund and that Credit Union 1 NEVER informed them that our auto loan with them was paid in full.

  

  Business Response

  Date: 02/28/2023

  To whom it may concern:  Please accept this letter as
  response to the above complaint.
  On December 09, 2022, *** **** paid off his auto loan with
  Credit Union 1. The loan did have a GAP policy that was issued through **** ******.  Credit Union 1 was able to
  confirm with **** ****** that a refund claim has been submitted to their
  company.
  Regarding the check *** **** stated was returned, we do not
  have any information about this since the check was deposited at a different
  institution. We would need more information (check number, date, and amount or
  provide a copy of the deposited check) to be able to investigate the check
  issue for him if it was, in fact, issued from Credit Union 1.
  Sincerely,
  ******* ****
  Compliance Analyst

• Initial Complaint

  Date:02/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $600 Capital One check deposit made by me in October 2022 to my Credit One checking account, which cleared Capital One in 24 hours, was frozen by Credit One until January 3, 2023, released only after I threatened legal action. I of course closed the Credit One account because of their fraud.

  

  Business Response

  Date: 02/17/2023

  Re: Complaint
  #******** ******* ****
  To whom it may
  concern:
  Please accept this letter as our
  response for the above listed complaint.
  In reviewing the account activity, we
  did determine *** ****** statement of the problem was accurate. The check was
  identified as an improperly endorsed third party check. Following standard
  business practices for new accounts and third-party checks, we did place the
  check on an extended hold. After review and upon information from the member
  that the third party was deceased, CU1 did make the decision to release the
  funds to *** **** and allow the account to be closed.
  Since *** **** received the funds that
  he requested and the account is now closed, we are unsure as to what further
  resolution is being requested by the complainant, and therefore consider this
  matter closed. We do regret that we were unable to retain his membership and
  apologize for any inconvenience caused to *** ****.
  Sincerely,
  ******** ********
  Compliance Specialist

  Customer Answer

  Date: 02/21/2023

   I am rejecting this response because:
  
  The withholding of MY FUNDS for months AFTER I SUBMITTED EVIDENCE THAT Capital One cleared the check WITHIN 24 HOURS is, in essence, theft of MY MONEY. How many others have suffered from the same shameless treatment by this company?

• Initial Complaint

  Date:01/17/2023

  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.

  Emory Alliance Credit Union switched to CU1. I have called 3 times now to gain access to my account and money. Each time the customer service rep states that a technical specialist will call me back to help resolve the issue. I have not received a call and have had no access to my money for 3 weeks. I asked to even close the account and they needed a technical specialist for that as well.

  

  Business Response

  Date: 01/20/2023

  To
  whom it may concern:
  
  Please
  accept this letter as our response for the above listed complaint.
  
  Credit
  Union 1 (CU1) would like to apologize to *** ****** for the communication
  issues and delay in receiving a call back.  The account in question was part of a merger into CU1 that took place on
  the first of the year.  With this merger
  came many challenges and issues that employees have worked diligently to
  resolve.
  *** ****** has been in contact with a representative who offered to set up online
  access to provide the desired access to his account.  *** ****** did ultimately choose to close his
  account, which satisfied his desired settlement of the issue.  We regret that we were not able to correct
  his issues with account access in a timely manner to retain his membership.  
  Despite
  losing his membership, we believe that this case has been resolved
  satisfactorily for the consumer.
  Sincerely,
  ******** ********
  Compliance
  Specialist

• Initial Complaint

  Date:12/21/2022

  Type:Order 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 mortgage with credit union 1 that was opened in October of 2020. We have attempted to reach out to credit union 1 via email since 12/14/22 to begin the process to remove our PMI as we are above the 20% equity threshold. We have met all criteria for removal, including good payment history (we have even added extra recurring payments), as well as having the mortgage for longer than the 2 year requirement. Per federal law, PMI must be removed once 20% equity is hit. After emailing 3 times to no response. I called and received a PMI cancellation form. I emailed with questions on Monday, 12/19/22 and have emailed again today on 12/21/22 to no response. Creditunion1 is refusing to assist with the removal of PMI and is illegally collecting PMI fees for their own profit. An immediate response and assistance with PMI removal is expected.

  

  Business Response

  Date: 12/30/2022

  Re: Case number ******** ****** *******
  To
  whom it may concern:
  Please
  accept this letter as our response for the above listed complaint.
  Credit
  Union 1 (CU1) would like to apologize to our member for communication issues in
  the request for PMI cancellation.  As of
  the date of this letter, our mortgage servicing department has been in contact
  with *** ******* and is working on his request.
  Per
  the law, Private Mortgage Insurance (PMI) is automatically cancelled when the
  balance drops to 78% of the value of the home at the time the loan was
  taken.  When the balance reaches 80% of
  the original value, a consumer may process a request to have the PMI cancelled
  early.  There are also cases where
  improvements made to the property can allow for early termination of the
  coverage.  This would normally require an
  appraisal to be conducted.
  CU1
  is reviewing this request and will communicate the status of that request when
  the determination is made, after verifications of property value and loan
  status have been completed.  Our member
  is welcome to contact our mortgage servicing department during this process.
  Sincerely,
  **** ******
  Compliance Specialist

  Customer Answer

  Date: 12/30/2022

   I am rejecting this response because:
  
  I am awaiting the process to be completed prior to me completing and closing out this request. Per my email, I awaited a response from the team that was never answered. After calling customer service, I was transferred to ***** and ***** in the NV office who provided incorrect and conflicting information regarding PMI removal. Finally after requesting management to reach out to me, I got in contact with ***** who is assisting me however still was unclear on the process and offered two different emails with conflicting information. I have all emails if you would like them forwarded for your review. I recommend meeting with the team to ensure they’re knowledgeable on and can assist with the process to customers without offering emails with conflicting information (when PMI can be cancelled, the cost of appraisal, who can complete the appraisal, whether the LTV is on original loan amount or current balance). I was constantly informing the team of the law and requesting compliance which seems to be very backwards.

  

  Business Response

  Date: 01/17/2023

  Re: Case number ******** ****** *******
  
  To
  whom it may concern:
  Please
  accept this letter as our response for the above listed complaint.
  Credit
  Union 1 (CU1) would like to apologize for further communication issues
  regarding the consumer’s request, and confusion regarding what was needed to
  process this request.
  The CU1 mortgage servicing team is communicating with the consumer
  regarding this process and will share the final decision on the qualification
  for PMI removal provided as it becomes available after the process is complete.
  Sincerely,
  **** ******
  Compliance
  Specialist

  Customer Answer

  Date: 01/22/2023

   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. They were able to remove my PMI on Friday, 1/20.

• Initial Complaint

  Date:12/19/2022

  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.

  During the months of November and December of 2022, my bank, Credit Union 1, has been overcharging me for overdraw bank fees. I have been trying to get this resolved for 3 weeks now. Whenever I call, the representative that I talk to (there have been several) will tell me that a specialist will have to call me back, and they will do so within 1-2 days. As of today (Dec. 19th, 2022) no one has bothered to call me back. In the meantime, I continue to be charged overdraft fees every day. They no longer have a branch open in my area, so I am left to deal with this over the phone. Please, I need help in dealing with this situation. Thank you.

  

  Business Response

  Date: 01/03/2023

  Re: Complaint #******** ***** *******
  To whom it may concern:
  Credit Union 1
  (“CU1”) is devoted to providing outstanding service to our members, so it is
  disappointing to hear of cases where our members are not happy with our
  service.
  A review of *** ********* accounts shows that her account was established for a $1200 courtesy
  pay coverage.  This coverage will pay
  checks, ACH’s and recurring debit card transactions that the consumer
  authorizes and are presented for payment.  There is a fee of $32 for each item that is paid under this
  service.  The consumer may opt out of
  this service, however, the same fee would be charged but the item returned.  One time debit card transactions and ATM
  withdrawals are not included with this service and must be opted into before
  they would be transacted.  In 2014, *** ******* declined participation in that option.  None of the fees assessed to the consumer’s account were the result of
  one-time debit card or ATM withdrawal transactions.
  
  Prior to the use
  of courtesy pay to cover over-drafted checks, ACH or recurring debit card transactions,
  all accounts are established with over-draft transfer.  This service will transfer available funds in
  the primary savings share account to the checking account.  There is a fee of $5.00 each time a courtesy
  transfer takes place.  Again, one debit
  card and ATM withdrawal transactions are exempted from this service.
  
  Based on the
  review of the account, the fees that have been assessed were accurately charged
  based on the terms of our Overdraft Protection and Courtesy Pay Services.  As a courtesy, CU1 has refunded 13 courtesy
  pay fees of $32.00 ($416.00) and 6 fees of $5.00 ($30.00).  If Ms. Jackson wishes for all courtesy pay
  services to be removed, she may reach to our service department to have that
  service removed.  Again, if this service
  is removed, any checks, ACH, and recurring debit cards transactions that are
  presented against insufficient funds would be returned unpaid and a return item
  (NSF) fee would be assessed to the account.
  
  CU1 would like to apologize for any
  delays in reviewing this issue and returning our findings to *** *******.  A review of phone and account history shows
  no calls have been made to our member service line from the numbers on the
  account or from the number included with the complaint.  We always encourage members to reach out with
  any issues to our primary phone line, ************.  We are confident that the aforementioned
  refund of $446 will resolve the complaint to our member’s satisfaction.
  Sincerely,
  ******* ********,
  Compliance Analyst

• Initial Complaint

  Date:11/10/2022

  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 a consumer by law and my information was misused and now I have some false not 100% accurate accounts on my credit report. Unauthorized used of my credit report.
  
  I demand deletion of the items and information plus I demand monetary compensation!!!

  

  Business Response

  Date: 11/18/2022

  Re: Complaint #******** ***** *****
  To Whom it may concern:
  Please accept this as our response
  to the consumer complaint referenced above.
  Credit Union 1
  (CU1) is unable to locate any account that matches the name an address provided
  in the complaint and no further information was provided to clarify.  If the consumer wishes to dispute any
  information reported the credit bureaus, there are clear processes established
  under the Fair Credit Reporting Act (FCRA) for doing so.  The consumer may either contact the specific
  bureau to dispute, or the consumer can file a dispute with the financial
  institution directly.  To file a direct
  dispute, the consumer should provide name, address, birth date, last four
  digits of social and the account number shown on the credit report for that
  trade line.  Further, the dispute should clearly
  identify what specific information is incorrectly reported, how it should be
  correctly reported, and provide any information that supports such claim.
  Under the
  FCRA, a financial institution would have 30 days to investigate the dispute and
  change the incorrectly reported information or provide a response that the
  reporting is correct.
  Sincerely,
  ******* ********
  Compliance Analyst

• Initial Complaint

  Date:11/08/2022

  Type:Sales and Advertising 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.

  Wife was offered a $500 incentive to open a checking account and deposit $1000 in direct deposits within 60 days. Met the criteria and now the business claims that the deposits had to occur for 60 days or more. This was not what employees of the business told my wife and I in person when the account was being opened and on subsequent visits and phone calls. We were simply told the deposits has to amount to $1000 in the first 60 days and that the account had to be open for 6 months or the $500 incentive would be taken back.

  

  Business Response

  Date: 11/18/2022

  Re: Case number ******** ****** *** ***** ******
  To
  whom it may concern:
  Please
  accept this letter as our response for the above listed complaint.
  Credit
  Union 1 would like to apologize to our member for communication issues and processing
  delays in the promotional incentive that occurred during the opening of this
  account.  A member of our team has
  reached out to resolve these issues.  We
  are happy to report that we have worked out a solution to the satisfaction of
  our member and moved forward with their requested service and payment of the
  requested incentive.
  Sincerely,
  ******** ********
  Compliance
  Specialist

• Initial Complaint

  Date:09/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently forced into a loan with this company when going through a dealership for financing (never again). When I say that one star is far too high, I mean it. It's a completely mismanaged company, with processes only meant to disadvantage the customer. When I first received information on how to setup an online account it did not work at all - my information was not loaded into their system, or their system was not working properly. It would take up to 10 days to get my information updated in order to set up an online account, and subsequently make my monthly payment. The only problem was that my monthly payment was due before that 10 days and they told me that the only way to make a payment on time would be to take CASH ($545) to one of their sister locations in downtown St. Paul...unless I wanted to make a payment over the phone, which I would be able to do, but not until my payment was late, the grace period was over, and my credit was impacted. Because their online system is so poor, this has now happened twice.
  
  I've only been with them for 3 months now, but the service, payment system, and overall experience have been so bad that i'm refinancing at a worse rate with a more established Credit Union (Affinity) just to get away from the fraudulent activity at Credit Union 1. Ironically, when I try to get a 15 day payoff statement, I'm put on hold for 30 minutes, the representative says she is "sending a note" to that department but has no idea how soon or what delivery method I will be receiving this statement. She then says I have no email on file and they might just have to call me but she really doesn't know...it wasn't her department.

  

  Business Response

  Date: 10/03/2022

  *** ********* ********* ***** ********
  
  
  To whom it may concern:
  
  Please accept this letter our
  response for the above listed complaint.
  
  CU1 is devoted to providing
  excellent service and a commitment to the needs of our members, so it is
  disappointing when that does not occur.  We wish to apologize to our consumer for multiple areas where we failed in
  serving his needs.
  
  In reviewing the consumer’s loan information,
  it appears that due to delays in the processing of the new account, our payment
  options did not meet his needs to allow for the loan to paid by the date it was
  due.  While the payments were late enough
  to be assessed a late fee, they never reached a point to be reported as late to
  the credit bureaus.  CU1 has refunded the
  late fees.
  
  A member solutions supervisor did
  reach to Mr. Saunders this week to attempt to resolve the issues he has
  experienced.  He was informed of the fee
  reversal, and that his credit has not been impacted with the credit bureaus.  While we were unable to satisfy his concerns
  enough to retain his business, we were able to provide him the payoff
  information he had difficulty in receiving.
  
  We continue to improve our processes
  as we build our new indirect lending program.
  
  
  **********
  
  **** ******
  ********** *** ******* ******** **********

• Initial Complaint

  Date:09/12/2022

  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 Jun 7 I requested a Cashiers check in the amount of $43030.19 be sent to an auto dealership in Florida to purchase a vehicle and 2 things happened: while the check was enroute to the dealership they sold the car next after the check arrived and was signed for the check was lost. I immediately notified CU1 and was told that I had to wait 90 days before the check could be cancelled. 90 days are up and the funds are still in my account, I called in to have CU1 cancel the check and was told by ****** ***** ( member services) that I needed to submit a lost check disclosure which I did 1 day later I still did not have my funds back into my account so I called in to chat again and spoke to Ms Perez again and she told me that I needed to have the Dealership fill out the form and have them submit it the same way I did electronically as I did through their secure server. The Dealership is in Florida and I am in NC so I called them and had to give my personal banking information to complete the disclosure, it was done and submitted and I logged into chat and spoke with ***** and told him the form had been submitted for CU1 for business day on Friday. Today I logged into chat again and spoke with ***** again and he said that he would email CU1 AGAIN. After the chat I called in and spoke with another member service agent and was told that now I have to have the dealership fill out the form and mail it in. I then asked to speak to a Manager and had to leave a voice mail for her to call me back that was at 1300 IL time and as we speak no one has called. I have left secure messages and I dont get a reply. I have been doing my banking with CU1 since I was 18 as my first base now I am 69 yrs young that is over 50 yrs! I have medical/ dental issues that I have put off because of the 90 day requirement to cancel the check and have did what CU1 member agents told me to do and today I was told that the form has to be mailed in. That is not right, I need my funds now

  

  Business Response

  Date: 09/23/2022

  *** ********* ********* ****** *****
  
  
  To whom it may concern:
  
  
  Please accept this letter our
  response for the above listed complaint.
  
  
  CU1 understands the consumer’s
  concerns regarding the amount of time it took to resolve this issue and
  apologizes for the delays caused in attempting to get required documentation
  from the legal payee of the check.  CU1
  would like to report that our member has been refunded as he has requested and is
  satisfied with our remedy of this issue.
  
  CU1 considers this matter resolved.
  
  
  
  **********
  
  **** ******
  ********** *** ******* ******** **********