Complaints

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

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• 

  CommunityAmerica Credit Union

  9777 Ridge Dr Corporate Adminstrative Office Lenexa, KS 66219-9746

• 

  CommunityAmerica Credit Union

  10300 E Highway 350 Raytown, MO 64138-1803

• 

  CommunityAmerica Credit Union

  2800 Clay Edwards Dr Kansas City, MO 64116-3220

• 

  CommunityAmerica Credit Union

  7620 State Line Rd Prairie Village, KS 66208-3705

• 

  CommunityAmerica Credit Union

  4545 S Noland Rd Independence, MO 64055-4887

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:10/28/2022

  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 October 16 I sent money from my bank to a friend via *****. The transaction was 1000$. It failed 3 times and I was refunded 1000 after taking 3000 out. Today is the 28th. I have been reading about ***** fraud. It seems suspicious that my money hasn’t been refunded. My bank isn’t being very transparent and it feels like I am not going to see the money refunded to my account. This is the only bank account I have and I haven’t been able to get cash from my account. It just all feels wrong and I need the help of the BBB.

  Business Response

  Date: 11/15/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint # ********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we determined that temporary credit
  for the full amount of the failed transactions was applied to the account while
  the missing transactions were researched. The consumer was aware of this, and
  the credit became permanent on November 2, 2022, with no further action needed-
  there was no fraud. We apologize for any inconvenience this caused and look
  forward to continuing to service our consumers financial needs.
  
  By the
  actions set forth in this letter, we consider this matter resolved to the
  satisfaction of all parties involved.

• Initial Complaint

  Date:10/27/2022

  Type:Customer Service 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 received a email from fraud dept transactions being made 8/12/22 I immediately reported my card stolen and disputed the 3 transactions of about 1200.00 being stolen…i received a temp credit and then weeks later 546.00 from ******* was reversed and taken from my acct..I’ve called several times trying to get my money only to be told the case is under review and when calling back it’s closed …my pin wasn’t used and it was not me on camera at any of these stores my card was stolen and fraudulently used under credit…i’ve spoke with adleast 2 supervisors assuring me my case will be reviewed and called adleast 10 times it’s going on November and still haven’t received my money,.i’m dissatisfied with the service i’m receiving and i thought community america valued its loyal customers when it comes to the fraud policy i’m getting nothing and i want my money back Asap

  Business Response

  Date: 11/03/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint #********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we determined that the initial
  dispute questionnaire was not correct, the card was marked as not lost/stolen-
  which resulted in the dispute being denied and provisional credit reversed.
  
  A
  representative from the credit union contacted our dispute vendor and corrected
  the dispute questionnaire. Provisional credit has been applied to the account
  and the dispute is being investigated. The required correspondence was mailed
  to the consumer.
  
  By the
  actions set forth in this letter, we consider this matter resolved.

  Customer Answer

  Date: 11/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  ***** *********

• Initial Complaint

  Date:10/20/2022

  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.

  Community America Credit Union is overcharging interests in my car Loan.
  
  My contract clearly indicates that I will pay a total of $4218.80 in interest for the term of the loan( one of their rep confirmed also that amount to me in my last call) which divided by 72 months (loan term) it comes to $58.59/ month, not $111 or $140 as shown in my online banking transactions screenshots enclosed in this claim.
  
  I demand immediately a refund and CACU to fix their system showing that Ill pay the right amount in interest per month and not more of 20% that they have arbitrarily been charging.
  
  Thanks

  Business Response

  Date: 10/27/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint # ********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we found that there is no error to
  how interest has been applied, but rather, the consumer is confused about how interest
  amortization works. The calculation for interest is based on the outstanding
  balance of the loan with more interest being paid per month at the beginning
  and less interest towards the end of the term. There is a daily interest amount
  that is charged monthly based on the number of days between payments. We are
  happy to provide a copy of the amortization schedule for this loan with the
  consumer. A representative of the credit union attempted to contact the
  consumer directly to discuss this further but was unsuccessful in reaching him.
  
  We
  strongly urge the consumer to contact the credit union directly to further
  discuss. By the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:10/20/2022

  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 received a fraud alert on my account on the 19th. Via text and email. When I called them to confirm the fraud they cancelled my card and still charged the fraudulent transaction. for the last month they have been blocking all transactions on my acct that they didn't want to charge in small amounts. So I am very dissatisfied with this behavior pattern of not properly handling my acct. My card was lost. I was never in the State the transaction came from , all this was proven but they still allowed my acct to be charged I know this was not the process for this fraudulent action. Cacu needs to be addressed about their actions when dealing with accts, this is a ongoing problem. It's not the consumers responsibility to correct errors on the account, that's their job. Where is the accountability when they destroy your account. And use excuses of being short staffed or using new people to train on my account the people dealing with me could hardly speak English that's unfair, so now my account is messed up because they have un experienced people working.

  Business Response

  Date: 11/04/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint #********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we found 17 preauthorizations from
  the same merchant in the months of September and October. 7 of these
  transactions posted, in part, due to failure to respond to fraud alerts that
  were sent to the consumer. To date, there is only 1 disputed transaction by the
  consumer.  
  
  Additionally,
  the consumer claimed her card to be lost, however, there were several
  undisputed charges with the card present (chip on chip activity) after the disputed
  fraud claim- this means the consumer is in possession of her card.
  
  Nonetheless,
  to ensure the credit union has correctly reviewed the disputed transaction, a provisional
  credit was applied on October 22, 2022, and the claim is being
  reviewed again.
  
  Required
  notices have been mailed to the consumer and we urge the consumer to contact
  the credit union directly with any further questions. By the actions set forth
  in this letter, we consider this matter resolved.

• Initial Complaint

  Date:10/17/2022

  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.

  Recently the credit union said they were making upgrades to their system When done my son's account was listed with mine. I asked about this and they said it was because my name was on his account. Well when he opened his account 10 years ago he did not have any credit so he needed a co signer. I was never told at the time of signing I would be responsible for his bank transactions. When the new upgrades went thru my son was in the hole a negative $366. It showed up on my account ...that's when I went to see them in person about it. They said when he had a balance he could request to remove my name. I have had my account over 30 years and never had anything like this happen. Last week around October 13th I had over 300 dollars in my account and my balance showed 0 dollars. I woke up to no gas money, no food money, no money to survive on for almost two weeks. No warning they just left me with no money in my account. My son had been working on bringing his balance up because he didn't want his account closed and the credit union just robbed my account of all my funds to live off of till my next paycheck. How am I supposed to get to work or eat the next week and a half. It seemed like this is illegal to do to make someone responsible for someone else's account just because I signed for him to open a account. If this was their plan then why did they not explain this at the time of signing and why in over thirty years has this never happened? I think its wrong to leave someone with a 0 balance especially when someone is making payments to their account to keep it open. I work nights and sleep during the day but I feel they could have at least advised me by email that this may occur if he isn't making some type of attempt to correct his account. Which he was. They just took my money and shut his account. He has been attempting to talk to someone but all he can do is leave messages and no one returns his calls. I'm sure more complaints are forthcoming.

  Business Response

  Date: 11/01/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint # ********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  As
  background, the credit union performed a system upgrade Labor Day weekend. The
  upgrade migrated the viewing of accounts via online baking to include all
  accounts a consumer is associated with - providing a better overview of the
  full relationship. Before the upgrade, online banking allowed viewing one account
  number per profile, which limited views for those with multiple account numbers
  they are associated with. Consequently, the consumer was able to see her son’s
  account that was not previously viewable on her own online banking profile.
  
  In
  reviewing the account cards for the jointly owned account with her son we found
  that the consumer has been a joint owner on her son’s account since 2012. The
  account was previously opened in 2009 with no joint owner. The credit union
  only requires a parent or legal guardian to be joint owner on accounts with
  minors (under the age of 18). Deposit accounts do not require a “cosigner”.
  
  Per the
  Credit Union’s Membership Agreement, signed by the consumer and her son, the
  credit union exercised its legal right to offset funds from the consumer’s
  account to cover the overdrawn balance of the jointly owned account. The
  consumer was asked to contact our Account Resolutions department to explore
  options to cover the negative balance, but she did not reach out. In response
  to this complaint, a representative of the credit union attempted to contact
  the consumer directly to discuss this further but was unsuccessful in reaching her.
  
  We
  strongly urge the consumer to contact the credit union directly to further
  discuss. By the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:10/14/2022

  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.

  Excessive overdraft charges on checking account by Community America Credit Union. My teenage son was setup with a checking and savings account, overdraft protection plus was automatically opted into on the checking account in 2020. It was explained as long as the two accounts were linked money would move from savings to checking to cover debit card purchases with no charges as long as the balances were positive as overdraft protection. However, when the checking account went to 0, the bank did move money from savings to checking but charged him a $5.00 fee per transaction. In total between August 1 through October 13, 2022 he was charged 87 separate fees totaling $435 or 20% of his account balance with no alerts or warnings he was being charged these fees. In total he was charged over 100+ times since the account was setup. By happenstance I looked at his account when checking my own new business account. When I saw the charges, I immediately went to the bank to discuss the issue. The overdraft protection was canceled on the account and I simply asked for a refund of the prior two months fees, despite the issue from inception. The bank was not willing to refund the fees and blamed us for not understanding their policy. I'm a college graduate, business owner and former institutional banking executive. We would like a refund, but my primary concern at this point is to raise awareness of this type of predator practice at Community America Credit Union for consumers who are less educated and less experienced. This really could financially harm members of our community. My son is currently trying to figure out how to pay his college rent that he thought he had saved in his community america account, but others might find themselves in more dire circumstances because of this deceptive business practice.

  Business Response

  Date: 10/28/2022

  This letter hereby confirms
  our receipt of Better Business Bureau complaint #********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we determined that there was a misunderstanding
  of how the overdraft transfer feature works and the fees associated with utilizing
  this feature. A
  representative from the credit union contacted the consumer directly to discuss
  our findings and provided a full of all fees incurred and explained how the
  overdraft transfer feature works. By the actions set forth in this letter, we
  consider this matter resolved to the satisfaction of all parties involved.

  Customer Answer

  Date: 10/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:10/06/2022

  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 recently had fraudulent online charges. I called and worked through the problem with an agent representing Community America and my card was closed down. These fraudulent charges took my account negative almost $500 with an overdraft fee of $28 accompanying each one. I had attempted to call Community America when I saw the charges but had to call back daily and be on hold for over 45 minutes waiting for an agent. I have sent a message and attempted to call numerous times again to try to get the overdraft fees that are linked to these fraudulent charges waived but no one is responsive.

  Business Response

  Date: 10/21/2022

  This letter hereby confirms our receipt of Better Business Bureau complaint # ********. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints. 
  
  Upon completion of our internal investigation, we determined that the total claims disputed amounted to $136.97 including two fees of $28 each. The disputes were closed in favor of the complainant, however, the refund for the two $28 fees were inadvertently missed. These were refunded on October 20, 2022. We also found that provisional credit was issued for one disputed charge for $29.99, subsequently followed by a full refund from the merchant, thus, causing the complainant to have been credited twice for that dispute. By the actions set forth in this letter, we consider this matter resolved to the satisfaction of all parties involved.
  
  We strongly urge the consumer to contact the merchant directly to attempt to resolve this matter. Due to a recent system upgrade, call volumes are higher than normal. Our website communityamerica.com shows various ways to reach a representative such as via chat, secure mail, or by visiting a local branch. 
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  Recent upgrades to their system have me locked out of receiving my monthly statement without signing up for their new eStatements with new skip-a-pay (loan) payment and other services I do not want. Through their chat line I find that since I am the joint owner of the account is the reason I can no longer see or get my statement. Adding to this is the fact that my Deceased husband is the owner. I had just gotten his Social Security that I am able to draw as well as his retirements that I am receiving monthly set up in this account when I was told I would have to close this account and open a new one to have his name removed from the account. After going through just getting everything set up I did not want to have to do this again. It had not been a problem until they recently did their famous upgrade that now has me locked out. If this cannot be resolved and I have to close the account to reopen a new one I might consider closing the account all together and going somewhere else. I also will be taking a large sum of money with me if I do this,

  Business Response

  Date: 10/20/2022

  CommunityAmerica Credit Union
  hereby confirms our receipt of Better Business Bureau complaint # ********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we determined that our recent system
  upgrade was the root cause of the complainant to be unable to access the
  account she was a joint owner on with her late husband. The complainant was
  contacted by a member of management and the account was updated so that access could
  be restored. We believe this matter to have been resolved to the satisfaction
  of all parties involved and apologize for the undue stress this may have caused
  during this difficult time.

  Customer Answer

  Date: 10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/16/2022

  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.

  I submitted an extra mortgage payment of $212 on September 1, transferring it from my checking account to CACU partner mortgage company **** ****. CACU took the money out of checking but it never made it to the mortgage account.
  
  I spent 3 hours on the phone with CACU and they finally said it was because of their server update -- that my mortgage account number had not been converted properly and that caused the money to not be transferred. They said it would be fixed. As of 9/16, it still isn't and I'm afraid to make any more payments to my mortgage.

  Customer Answer

  Date: 09/20/2022

  Consumer called BBB and stated there was a mistake on her end and this issue is resolved. 

• Initial Complaint

  Date:08/23/2022

  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 took out a loan in 2019 i believe throuh Community America Credit Union for a Jeep Wrangler. I have had insurance on it ever since. I switched insurance providers back in April and the new provider sent in my proof of insurance to them. They did not apply it. According to my agent it had something to do with the spelling of the first name, however hte vin number matched spot on showing it was insured. Whoever took my insurance information when my agent provided it is not qualified to be working at a bank. The last name matched as did the vin number, instead they charged me for an insurance policy. The community america customer service rep told me today they don't have phones or any means of communication other than charging us for insurance to get our attention. So now i am worried about the safety of my account. Phones, email, and US Mail is still essential to run a business. They only sent me notification in the mail after they set me up with their junk insurance. I want all my vehicle loans to be fully investigated to esnure they didn't traick me like this in hte past, I also want the full amount of insurance they added to my account of 2,703.00 and to remove any and all interest it accumulated due to their error. I am appalled that customer service has cut off all communication with their customers by illiminating US Mail, phones, and email to their customers. This is unheard of. I never got a single warning that they were going to do this. They never called to ask if i had insurance, nothing. I have had insurance my entire life as a car owner, if suddenly i do not, in their eyes, they should have picked up the phone and called. To dip their dirty hands into my account is appalling. I work hard for my money, they should to and they should have tried resolving this through the internet chat today too after proof of insurance was AGAIN provided. Yet they still have not removed the insurance fees of 2,703. I want interest for them borrowing this money from me.

  Business Response

  Date: 09/02/2022

  This letter hereby confirms our receipt of Better Business Bureau complaint # ********. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints. 
  
  Upon completion of our internal investigation, we determined that all proper notices were sent to Ms. ***********, however, due to a clerical error, the updated proof of insurance submitted by her insurance agent was missed. This subsequently caused an insurance charge to be applied to Ms. ***********’s loan balance. Adequate proof of insurance has since been obtained, and a full refund applied. The refund took 7 to 10 business days to process. This was explained to Ms. ***********, but we understand she was frustrated by this timeframe. 
  
  We strongly urge Ms. *********** to contact the credit union directly to attempt to resolve any future concerns, insurance representatives are available by phone or email to assist. By the actions set forth in this letter, we consider this matter resolved. 
  
  

  Customer Answer

  Date: 09/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  First of all, they did not need to send me notification that i needed insurance, as she admitted to what I was told on the phone that it was their clerical error that it was missed. So no need to send me anything in the mail to alert me that i need to have my vehicle insured. Second, I never got anything in the mail. Finally, I still expect a full sincere apology without them pointing any of this situation at me, as they already admitted more than once it was their error. I don't care at all to hear about how they sent me notification because the proof was there with the insurance agent that they were provided with proof back in April when the policy was signed in full. I did not ask them to give a hing of an apology, but a full aplogy, instead they hinted at it and pointed half a finger at me. There was no need to send me anything telling me I needed insurance, as they had it when i signed the policy, the whole reason I did not get anything in the mail notifying me. They dipped into my funds at their own free will, clerical error or not. I have been a loyal customer for going on at least 20+ years. An apology is warranted. 

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

  Customer Answer

  Date: 09/14/2022

  Community America did it again. This is the third time within a month they violated my account. The first time they gave the person i wrote a check to a complete balance information on my account. The second time they added an insurance policy to my loan, when insurace was proviced six months prior. Now they have a new loan on my acccount for someone else. I will not be paying this loan, nor will they dip into my account to pay for it once it becomes late. This is unheard of for a bank to screw up so many times. I have used this bank for over 20 years now, and now they hired third graders to handle my bank business? The last complaint i filed i even requested a sincere apology and all they did was fix the problem then pointed blame elsewhere after admitting it was their fault, but no apology. I never took this loan out titled '100% HE LOAN. ***## the two pound signs are to protect the account holders account. The loan is in the amount of $11,158.97 and looks like they make a regular payment of $500, with the exception of the next month of it does not get corrected. I have been on hold for 30 min, then someone gets on the phone to help and decides she wants to pass it on, now i have been on the phone for an hour and 15 min waiting for someone. Even had time to write this complaint.

  I want this loan removed from my account immediately. I never took this loan out. ; I want a complete audit on my account, i lost trust with them now and worry that they took money before without my knowledge. ; I want a full sincere apology, three offenses within a months time is a bit ridiculous. I do not want them making excuses thinking that is the apology

  Business Response

  Date: 09/21/2022

  This letter hereby confirms our receipt of Better Business Bureau complaint # ********. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints. 
  
  As background, the credit union performed a system upgrade Labor Day weekend. The upgrade migrated the viewing of accounts via online baking to include all accounts a consumer is associated with - providing a better overview of the full relationship. Before the upgrade, online banking was set to only view one account number per profile, which limited views for those with multiple account numbers. The credit union sent ample notifications to members about this upgrade but experienced higher than member contacts in the days following the conversion. 
  
  Consequently, Ms. *********** was able to see a home equity loan that was not previously viewable on her online banking profile. A manager of the credit union contacted Ms. *********** on September 7, 2022, to discuss the loan- which Ms. *********** did apply for as a joint borrower in 2015. Ms. *********** recalled applying for the loan but did not want to see it on her online banking profile. Instructions were provided to obscuring the loan from view. 
  
  We apologize for the frustration Ms. *********** experienced with the changes to her online banking profile, and the hold period in reaching a representative to discuss her concerns. The manager Ms. *********** spoke to requested to be the point of contact for any further concerns Ms. *********** might have. By the actions set forth in this letter, we consider this matter resolved.