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Business Profile

Credit Union

Energy Plus Credit Union

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/11/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, My Name is ****************************** son ******** his lunch account So I was automatically charge ***** a fee. I had no idea that was going to happen. I understand this is my issue and I take FULL FULL FULL responsibility for the first ***. The school also charged a fee of ****. The *** fee for the ***** lunch charge and the ***** *** fee I totally understand again my issue my ***** charge is what I should pay, its fair. What I dont think is fair is the school charged another fee of **** . So Energy Plus charged me an ADDITIONAL FEE of ***** FOR A CHARGE OF **** I spoke with a teller on the morning of 11/11 who stated she couldnt do anything about it bus someone would call me back. The manager is ***********************. ************ The manager didnt call me back, the teller did to relay a message that the two ***** fees would stand I asked to speak with ***, and of course she was busy. I totally get this was my issue with the first charge but a charge of ***** for a **** charge is not fair. This account requires a balance of **** and thats there. Thank you for any assistance you can provide while ***** may not seem like alot, but Im disabled and every dollar counts as some months my expenses are more than my income, i have to juggle and make arrangements.******** Accoumt numb ******** 0r ******** 9

    Business Response

    Date: 11/21/2022

    I discussed this issue with my team (accounting, lending and collections). The original decision to not refund any fees was made because this member has caused us a loss in the past on a loan. Any time the ** is caused a loss, it is our policy and practice to not offer ***** refunds on fees or charges.

     

    That said, we reviewed the account and have agreed that we will refund one of the fees for this particular instance as a one-time courtesy. When the story was relayed to accounting, they were not made aware that both charges were for the same place. The school billed her separately, resulting in two fees being charged for what was essentially the same thing. We concur that she should only have had one fee total from the transaction. I have refunded $32.   

     

    There was another part of the complaint that I would like to address. The member stated that the manager, *************************, did not call her back, but that is false. *** called her back and spoke to her about the charges and the initial decision. We were made aware on that call that the member intended to file the complaint with the BBB. The staff had to wait until I returned from vacation to view the complaint and come to the decision that you see above.

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