Complaints

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

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  Elements Financial Federal Credit Union

  225 S East Street #300 Indianapolis, IN 46202-4002

  
• 

  Elements Financial Federal Credit Union

  PO Box 7123 Indianapolis, IN 46207-7123

  

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:12/21/2024

  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.

  On 12/20/2024 I received notification from Experian that Elements Financial refused to correct the late payment on my credit report. I was never late as the attached documents clearly reveal. I assume this is a clerical error but it has resulted in a ********************* my credit score. In addition I overpaid them and they owe me $510.00 which the attachments also clearly indicate. This could have been easily avoided if someone had simply paid attention to my payment history. I have also submitted an additional request to them to resolve this matter with the same supporting documents attached to this form.

  

  Business Response

  Date: 01/03/2025

  Dear BBB:
  
  Thank you for making us aware of ****** ******* complaint. In late 2024, Elements Financial worked with Mr. ****** to resolve his dispute, as follows:
  
  During the life of his loan, late fees were assessed multiple times on these dates:
  February 24, 2023
  July 24, 2023
  August 24, 2023
  October 24, 2024
  
  Mr. ******* final auto payment of $311.71 was due October 14, 2024. Due to his late payment of $312.00 made on October 25, 2024 (11 days late), a late fee of $17.50 was assessed, per our policies. From his payment of $312.00, $17.50 was applied to the late fee; $2.41 was applied to loan interest since the September payment; and $292.09 was applied to the loan balance. At that point, the remaining balance on the loan was $19.62.  
  
  A payoff was applied on November 14, 2024, for $19.68. As a courtesy, Elements refunded the October 2024 fee and reapplied the payment and payoff amounts, resulting in an excess payment of $18.42, which was refunded to his member savings on December 31, 2024.  The Asset Recovery team at Elements is updating Mr. ******* credit reporting, so he should see a positive change in his score soon.  
  
  All details regarding this matter were communicated to ********* by a representative of Elements on December 31, 2024. We consider this complaint resolved.
  
  Sincerely,
  ELEMENTS FINANCIAL
  

  Customer Answer

  Date: 01/04/2025

  Better Business Bureau:

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

  Although I do accept the efforts being made to correct this situation I am still concerned about the outcome and restoring my good credit rating. I still have concerns about the way this is playing out.

  I recently received another notification from elements financial saying that my account is now 60 days past due.

  I just don't understand why I am still receiving these types of notices after the loan has been paid off.

  It also would have been helpful if someone from elements financial had reached out to me when I was nearing the payoff date and making me aware of the true payoff amount.

  It would have been a nice gesture on their part to have given me a heads up which would have avoided all of this.

  We as consumers have a lot to juggle a little bit of assistance a courtesy reminder in the form of a payment due date via email to avoid a late fee would have been nice.

  It should seem clear from my history that I made efforts to avoid being late on my payments. I avoided paying late 89% of the time throughout the life of my loan.

  Just a little bit of customer service is all I am asking for. Just a payment due reminder via email should not have been too much to expect. Honestly it makes me feel like they were hoping to get the late fees. 

  I was never notified by elements financial that I was being charged late fees.

  Regards,

  ****** ******

• Initial Complaint

  Date:09/19/2024

  Type:Order 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 refinanced my auto loan in December 2022, and in February 2024, my car was stolen and totaled. I had been paying insurance and *** coverage, expecting both to cover the remaining balance after the vehicle was declared a total loss. I never missed a payment to financial in the year they serviced me and often paid early. However, despite assurances, I was informed that a small balance remained uncovered by the *** insurance.After countless calls and discussions, Elements Financial agreed to contact my *** insurer to resolve the issue, promising to provide a letter explaining how much was owed and confirming that I did not receive any insurance payout. They assured me that the remaining balance would be covered by ***, and I would no longer have to make payments on a car that had been totaled nearly a year ago.l at this point. Despite these assurances, Elements Financial has instead begun harassing me with persistent calls demanding payment of the remaining balance, which *** should have covered. This situation has caused significant frustration and stress, as I have already lost the vehicle I had been paying for over four years and now find myself being unfairly pressured to cover a balance that should be resolved through *** insurance.I am deeply disappointed in Elements Financials handling of this matter. Rather than pursuing the *** insurer as agreed, they are unjustly placing the burden on me, the customer. I request that the ******************** intervene to ensure Elements Financial ceases their harassment and fulfills their obligation to work with my *** insurer to resolve this issue.Thank you for your attention.

  

  Business Response

  Date: 09/26/2024

  Good Afternoon:
  
  Thank you for making us aware of the BBB complaint submitted to by ****** *****. We have conducted our research and can address the facts of this scenario.
  
  ****** ****** ********************* **** Gap deducted $1,193.81 from her insurance settlement because they claim there was damage to her vehicle unrelated to the current accident. Unfortunately, **** Gap does not cover prior damage.
  
  We have found that other ************* providers will pay for prior damage if the customer proves they never received money to fix the damage from their insurance company. We know that Ms. ***** obtained a letter from Geico stating that they never paid to fix the prior damage in question. Unfortunately, **** still will not cover that outstanding amount. Elements has made every effort to communicate and collaborate with **** to get the outstanding amount paid, and we have not had success in working with them on her behalf.
  
  Lastly, we have advised Ms. ***** to dispute the outstanding amount directly with ****. Meanwhile, it is valid for Elements to lay claim to the loans outstanding amount to cover her vehicle loan in full. Unless she is successfully able to dispute the condition adjustment with ****, she will need to continue making payments to Elements until the loan is paid off. When a loan goes 30+ days past due, it will affect ones credit rating. Making payments can help to avoid this impact.  
  
  For her convenience, if she would like to call **** to discuss her GAP claim, their phone number is ************, and her GAP claim number is 24-168014.
  
  Thank you for the opportunity to address this matter,
  ELEMENTS FINANCIAL
  

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:05/31/2024

  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 May 2022 I noticed a loan pulled out in my name for a 2016 GMC Yukon from Elements Financial, a bank that I once banked with. I contacted the bank notifying them that I did not authorize the loan, that it was my soon to be ex-wife. I asked them to take me off the loan, they told me it was fraud and that I could file fraud charges on my soon to be ex through the police or have her refinance the vehicle into her name only. I told Elements that I was not going to file fraud charges, but I just wanted my name off it since it wasn't me who approved it. I asked them to please send me a copy of the contract, it was a DocuSign signature. I asked them again to remove me from the loan, that it was made in error, they refused. I contacted them several times through 2022 asking for removal from the loan. In Dec 2022 the judge ordered my ex to assume all responsibility for the vehicle, which she did not. I called and talked to many different managers in the loan department from Elements asking to be removed and explain the situation, I was denied help every time. My ex contacted Elements Financial and told them that she was in control of the account, ********************** honored her wishes and all I know is if the payment has been made or not. According to Elements I am the key account holder. I have reached out to the president of Elements Financial with no response. Elements Financial allowed a loan to proceed even when I told them it was fraud. They refuse to remove me from the loan, and they refuse to help or give me any information about the loan. I feel that Elements is holding me hostage because of my credit and my financial stability. I had a saving account, checking account and loans in the past with Elements. I have since moved all my money and loans away from them. Elements never once called me to verify if this was a loan I wanted, they didn't take any steps to protect me and now they are holding me hostage and punishing me for something I never agreed to.

  

  Business Response

  Date: 06/12/2024

  Dear BBB:
  
   
  
  Thank you for making us aware of this complaint, and we have researched the matter in question.
   
  
  ************** contacted Elements Financial in May 2022 to confirm that he signed for the loan, yet he wanted to be removed from it. His claims that the loan is fraud are not accurate because he did verbally acknowledge that he signed for the loan.  
   
  
  We have documents reflecting Mr. ****** signature regarding this loan dated March 4, 2022. We also have record of a conversation where he called Elements and confirmed that he signed this loan as a ****************borrower. Our loan agreement specifies that *****************borrowers share equal responsibility for loan repayment.
   
  
  The vehicle associated with this loan has been repossessed by Elements as of June 5, 2024. It will show as a voluntary repossession on his credit. The ex-spouse and ****************borrower did not get the loan refinanced in her name only, as ************** states was required by the divorce decree. While he asked us to simply remove him from the account, we cannot do that. A divorce decree does not supersede a loan agreement.
  
   
  
  Please contact us with further questions.
  
   
  
  ELEMENTS FINANCIAL

  Customer Answer

  Date: 06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Dear BBB,

  I have never told Elements Financial that I APPROVED the loan. I told them that I DID NOT APPROVE the loan. I would love to hear the recordings they have where I stated that I approved the loan. Can Elements please provide these? 

  Also, Elements Financial sends loan documents via email and then they are DocuSign. I know this because I have had several loans through Elements Financial. As I stated previously, I contacted Elements and told them the situation, I was not trying to get anyone including Elements in trouble, but they refused to do right. They took no care of the situation and only stated that my ex would need to refinance the vehicle to get the loan out of my name, I even aske Elements to ask her to refinance the vehicle with them. Like I said I have tried many times to get Elements to remove me from a loan that I never approved, and they would not.  

  Elements is correct as of June 2024 my ex let the vehicle default, she was already having issues paying her loan and Elements knew that. (I received the calls) They also knew that I had excellent history and credit with them and a 100% payment history on my credit. Elements knew how important my credit was to me because I had that conversation with their loan officer and I'm sure that was recorded. So, If I had signed this loan or agreed to it I would in no way let it go into default. By admission of Elements loan officers my ex had called them and told them she was responsible for the loan and that she wanted to be the one they contacted.  Unfortunately, Elements is not being honest, and I will take whatever means are necessary to have this corrected. I wish they could just be an honest bank.

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  Date:05/13/2024

  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 opened a checking account 2/9/24, did it on line , put in their (check400) code and completed the requirements to get $400 bonus. I was told after my inquiry today that it ended 2/2. My problem is why did they accept the code, (I have a copy of the screen). If this program was over, I feel since the code was accepted, the bank committed a fraudulent acceptance of my expectation of receiving bonus.

  Customer Answer

  Date: 05/13/2024

  I have attached additional information on my complaint.  A customer from ********************** opened account on 2/3/24 and received the bonus.  Elements told me the program ended on 2/2/24???

  

  Business Response

  Date: 05/15/2024

  Dear BBB:
  
  We have received the complaint from ******************* who opened an Elements checking account online on 2/9/24 and entered a CHECK400 promo code.
  
  Per our disclosures, Elements reserves the right to amend or discontinue offers at any time. In the case of CHECK400, that offer expired 2/2/24 when Elements removed the promo code from our website. Its possible that ************** located the promo code from a source other than our website, and external sources cannot be deemed reliable by Elements.
  
  We regret to inform him that he is not eligible for the $400 cash bonus due to the fact that we had expired the offer a full week before he applied with the code.  
  
  ELEMENTS FINANCIAL

  Customer Answer

  Date: 05/15/2024

  Why did their internet site accept  check400 code on 2/9.  I applied directly on their site.  Also why did a person who opened their account on 2/3 get their bonus , when they said it was shut down 2/2. I have provided proof of the code on 2/9 on their site as well as proof on the person who opened the account on 2/3.  It seems to me they are trying to find a reason to not pay for this promotion.

  Customer Answer

  Date: 05/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Why did their internet site accept  check400 code on 2/9.  I applied directly on their site.  Also why did a person who opened their account on 2/3 get their bonus , when they said it was shut down 2/2. I have provided proof of the code on 2/9 on their site as well as proof on the person who opened the account on 2/3.  It seems to me they are trying to find a reason to not pay for this promotion.
  
  Regards,
  
  *******************

  
  

  

  Business Response

  Date: 05/31/2024

  Dear BBB,

  The promo code field is a standard field in Elements' online application flow.  Codes are validated based on the disclosures provided to the applicant.  Elements does not disclose information on other member's qualifications or approvals.

  We regret to inform him that he is not eligible for the $400 cash bonus due to the fact that we had expired the offer a full week before he applied with the code.  
  
  ELEMENTS FINANCIAL

   

   

   

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:03/26/2024

  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.

  My name is ********************************* and I am filing a complaint against Elements Financial Credit Union, of which I have been a member for 15 years. My account number is ************. I am seeking ******************** remedy due to false promotion advertising. Last spring, I noticed their Promo 5 High Interest Checking promotion a 5% return on balances up to $20,000 for a year. This appeared to be a promotion designed to get Lilly employees to invest their bonus in Elements. I decided to invest $20K in Elements to take advantage of the return. I read the promotional poster outside their branch. Then went in, sat down with a representative and made it clear that I was there to take advantage of the promotional rate. I opened the promotional account and transferred $20,000 into the account. Last week, as I was preparing my taxes, I logged in to print out the statement from my earnings on the account. To my shock, Ive been earning 1/100 of the interest that was guaranteed me when I opened the account. Upon speaking with two Elements employees, ******** and *****, I was alerted to the fact that my balance didnt meet the promotional rate because I didnt make fifteen transactions per month with a debit card. At no point was this part of the promotion part of your marketing materials nor was it mentioned to me when I opened the account. The branch representative that signed me up for the account never even offered to register me for a debit card. I'm filing this complaint because, due to false advertising, it has cost me $990. Instead of a $1,000 return, my return was $10. Im filing this complaint to have this remedied. Elements misrepresented the promotion and used false pretenses as I opened up this account. Either the 15 transactions/month should be displayed on the promotional material or the representative should have alerted me to this requirement to get the return -- especially since I made it clear that I was investing $20,000 to get the 5% return. Thank you.

  

  Business Response

  Date: 04/02/2024

  Dear BBB:
  
  Thank you for providing the feedback from *********************************. We have reviewed all the facts and have determined this situation to be a misunderstanding, not false advertising. 
  
  The promotional poster for the High Interest Checking offer in March 2023 to which ************************** references is attached, stating the terms and conditions for the account, within compliance guidelines. The same disclosures appeared in other Elements marketing channels, including our website and digital boards in our branches where he opened this account. 
  
  Further,we show record of issuing debit cards to him and a joint owner on the account,yet they were not activated by the accountholders.   
  
  Elements intentionally categorizes and promotes this product as a checking account and not a savings account because it is designed to be transactional. 
  
  We have agreed to grant ************************** an extension of 12 months on this offer to allow him to earn the dividends as he intended. 
  
  If the BBB needs further information, please contact us. 
  
  ELEMENTS FINANCIAL

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for sending along the response from Elements. I still maintain that this is not a simple misunderstanding, but rather a case of false advertising for the following reasons -- 

  1. Contrary to their assertion that they issued me debit cards for my account, they did not send debit cards to me for my account. 

  2. Nor did they alert me to the fact that I needed to use a debit card in order to qualify for the offer. When I met them in-person at their branch, I opened up an account with the express intention of opening the account to get their 5% promotional offer. I sat down with a branch agent, who never alerted me to the need for 15 transactions/month. The understanding was that I would open up the account and get the 5% offer on balances up to $20,000. If this fact was included in any written promotion material last year, it was not included where customers would see it or know that they needed the transactions to qualify for the offer. 

  3.Their offer to extend the 5% for another year does not account for the lost earnings from this past year. I understand that they want to offer a prospective -- not retrospective -- solution, and therefore offered to remedy this with a 10% rate of return for the next year, which would allow me to capture the lost earnings in addition to keeping a 5% rate of return this next year (I can get a 4.94% rate of return on other money market accounts, so the offer of 5% for the next 12 months is not sufficient). 

  Bottom line, this is a result of false advertising on the part of the business and not a misunderstanding on my end. Please let me know if you have any further questions. 

  Regards,
  
  *********************************

  
  

  

  Business Response

  Date: 04/04/2024

  Dear BBB:
  
  Thank you for providing the most recent response from *********************************. We would like to reiterate and expand on a few key facts.  

  
  Elements debit cards were ordered for ************************** and a joint account owner on the same day that the High Interest Checking Account was opened, and the debit cards were mailed on March 29, 2023. The cards were never activated. We did not receive the cards via returned mail. These points are verified in our Salesforce CRM system of record.

  The same disclosures appeared in other Elements marketing channels, including our website and large digital boards in our branches where he opened this account. All marketing materials generated by Elements are reviewed by compliance officers to ensure they meet industry standards.  

  
  We have offered an extension of the original offer for the next 12 months. This is a limited time offer for 12 months only. By extending the offer, we are providing a special exception that will allow him to earn the 5.00% APY he was expecting while also fulfilling the transactional requirement for the dividends. We understand that he would rather receive *****% APY for the next 12 months, and we do not find that to be a viable solution.

  
  Our research and findings confirm this situation was a misunderstanding.

  
  ELEMENTS FINANCIAL

  Customer Answer

  Date: 04/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am writing to refute the statements that Elements posited in their email response. 

  First, they claim that they sent me the debit cards -- and that they did not see them in any return mail to their company. As stated before, I never received the debit cards. Unless they can provide proof that these were delivered -- for instance, through registered mail -- then there is no proof that these debit cards were indeed delivered to my address. 

  Second, they continue to claim that the disclosures were displayed within industry norms/standards. The 15 transactions/month was clearly not displayed on their advertisements in any way that would draw attention to this stipulation. I never saw it on any of their advertisements or disclosures. Nor was it ever brought to my attention. And again, I met with the branch employee -- stated clearly that I was interested in putting $20,000 in for the promotional rate -- and they never mentioned the 15 transactions/month. 

  Given these -- and the other facts put forward by my initial complaint -- I continue to assert that this was false advertising as they used the promise of a 5% rate of return to lure customers into the branch to invest...and did not clearly outline the steps needed to attain the promotional rate. 

  Thank you Please let me know if you have any further questions on this matter. 

  
  Regards,
  
  *********************************

  
  

• Initial Complaint

  Date:02/07/2024

  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 September 2023, my auto loan was transferred to the business below. The loan principal was approximately $17,236 at that time. I have repeatedly attempted since that time to obtain a copy of the loan contract, a financial statement, information about the interest rate, and information about the finance charge I am being charged. Elements sends me in circles on the phone or does not answer. I have sent messages via email and the mobile app. I am sent holding messages in reply. All I have is a loan number ************ and a minimum monthly payment amount of $376.19.Elements is also taking the monthly payment from me twice each month, on the same day or one day apart. They have been doing this since the first payment. I have requested them to cancel one or both payments. On the phone they recommended I try messaging them via their mobile app. On the mobile app, they sent a holding message. My issues have never been taken seriously. I have never received a copy of any loan-related documents from them, as they continue to collect double payments and charge approximately $180 per month (differs each month) as a "finance charge" which has never been explained. This is unacceptable. I believe my loan has been missold to them as they clearly have no competence to manage auto loans. I have been left with no choice besides 1) asking for your help to demand a copy of my loan contract from them, and/or 2) to help reverse the transaction from the original loan holder. My involvement with Elements has caused nothing but incredible distress and financial problems. I had transferred the loan originally because I was told the monthly payment would be lower. Instead due to the double payment, it is higher. They had an A+ BBB rating, so I did not realize that Elements would be unable to manage my loan or any of the associated responsibilities of being a money lender. Please help me.

  

  Business Response

  Date: 02/14/2024

  Dear Better Business Bureau:
  
  On January 29, Elements Financial responded to two separate inquiries from ******************* regarding her auto loan which originated with AutoPay in September 2023. 
  
  Elements has provided her with copies of the original loan documentation specifying her loan amount of $19,932.59; payment of $376.19; and interest rate of ****% APR on a 2019 ****** Camry. We recommend that ****** contacts AutoPay at (844) 276-3272 if she wishes to dispute any of her original loan terms and conditions as negotiated with AutoPay.
  
  Further, we have provided step-by-step instructions to remove the double recurring payment on her bank account. 
  
  It appears that we have already addressed the issues as referenced in this complaint. Please advise if the BBB determines that we need to explore anything further with this claim. 
  
  Thank you,
  ELEMENTS FINANCIAL 

  Customer Answer

  Date: 02/25/2024

  I did not receive an email notification about your reply to me on 2/14, and have only just seen it. In response to that reply, I don't agree that Elements provided me any information on January 29 or any other day. I am still waiting for a response from them today, February 25. My complaint is still outstanding.

• Initial Complaint

  Date:01/10/2024

  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.

  I have a vehicle loan with Elements Financial. On December 13th and document was mailed out from there ******* location all the way to *****. The mailer was unsealed which included my name, status of acct, account number with **********************. When the document just arrived as of this weekend 01.06.2023 after being post marked for December 19th 2023. This mailer has passed many hands and locations for transport. When calling Elements on 01.08.2024 I was asked to verify anything beyond my name and address which is located on the mailer. I'm really considering taking this the taking this to the news station as this is embrassing, not telling who may have my information, and just unprofessional.

  

  Business Response

  Date: 01/16/2024

  Dear Better Business Bureau:
  
  We have received the complaint filed by Elements member ***************************. We can assure ************** that Elements Financial seals all correspondence prior to sending it. While we agree that its unfortunate that the letter arrived unsealed, we cannot state for certain the fault or cause in this instance. Its unknown how this happened during transmittal between the ************************* at Elements and Ms. ****** home address.
  
  We do have record of an Elements representative speaking with ************** on January 8, ****, at which time he apologized and assured her that letters like the one she received are sent in sealed envelopes.  
  
  If the BBB has further questions, we will be glad to answer them.
  
  ELEMENTS FINANCIAL

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This document was not sealed and an apology isn't good enough. How you feel if you personal account details were in an unsealed document. The fault falls on your company how else would it arrive unsealed with a stamp showing from it came from.

  This is not resolving the issue at all. This is beyond unacceptable. The sealant is dry and was touched at all. Therefore, all punitive damages falls on Elements Financial not double checking their work. 

  You agent on the 8th of January did apology, however this should have raised higher. 3-5 days this envelope traveled unsealed and document available for anyone to read and know my personal business that is being conducted with Elements Financial. 

  Im looking for a better resolution to reslove this matter as this has cause anxiety, uncertainty of your company doing business correctly, and worry of someone having my account details and gaining other information.

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  Date:11/12/2023

  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.

  I have had elements financial check my credit twice without authorization in the last few months and one other check recently when I have applied for no cards or loans

  

  Business Response

  Date: 11/20/2023

  Dear Better Business Bureau:
  
  We received the recent complaint as submitted by *************************** of ********, ******, and we have researched this matter.
  
  We do have **************** on file as a member of Elements Financial since August 2021. Since that time, she has applied multiple times for auto refinancing with our credit union on the following dates (shown with the most recent first):
  
  11/07/23
  10/09/23
  09/05/23                          
  07/29/21
  07/16/21
  07/05/21
  
  In summary, this member applied for a refinance through Autopay in September, October, and November of this year, which would result in credit pulls by Elements as fully disclosed during the online application process. Those actions are in addition to her previous applications in 2021.
  
  If you have further questions, please contact us.  
  
  ELEMENTS FINANCIAL
  

• Initial Complaint

  Date:08/14/2023

  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.

  On 13 August 2023, my checking account and debit card was locked. I have not made any unusual transactions, and this is the second time in 8 days that this has happened. I called their 24 hour customer service line to attempt to get my account and card unlocked, but after almost an hour on the phone, they were unable to do so do to internal issues with their system. The complaint is solely based on the fact that they cannot provide a solution for me to be able to access my funds that they are in possession of. They did not give any definitive answer as to when I may or may not be able to use my account, or when they would surely be able to help me with this matter.

  

  Business Response

  Date: 08/21/2023

  Hello,

  We would like to respond to the complaint filed by *********************** on August 13.
  
  Since that time, it appears on our end that this matter is resolved with the members debit card unlocked/active, and the case closed with our fraud *******************, as of the morning of August 14. We do apologize for any confusion and inconvenience caused to ******************. We appreciate the fact that he has recently updated his email address and phone number with us.We believe he might not have received any of our initial correspondence related to this issue, including a text message, an email, and a phone call, due to outdated contact information on file with us as of August 13. We appreciate his business at Elements and standby ready to support him further should he have any further questions.
  
  ELEMENTS FINANCIAL 

• Initial Complaint

  Date:08/10/2023

  Type:Order 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.

  08/10/23 I was going to pay elements financial $950. Dollars they was asking me to pay $925. Dollars they was refusing a payment because now they want $1944.dollars if they touch my vehicle I'm suing them.

  

  Business Response

  Date: 08/18/2023

  Hello from Elements Financial:
  
  We are pleased to report that since receiving Ms. ***** complaint, the matter has been resolved. Our Asset Recovery Team has spoken with her and acquired a payment and arrangements for another payment to get the loan to a current status by tomorrow, Friday, August 18. The planned repossession of her vehicle has been cancelled.  
  
  If you have any questions, please contact us.
  
  ELEMENTS FINANCIAL