Complaints

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

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  Ashland Credit Union

  1300 Central Ave Ashland, KY 41101-7550

• 

  Ashland Credit Union

  PO Box 391 Ashland, KY 41105-0391

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:11/28/2022

  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.

  Repoed vehicle while holding funds. Car was less than 90 days delinquent. Refused to apply held payment to loan balance. Repossession company they hired “watched” me for “a long time”. I kept up to date with issues I was facing due to no fault of my own and continued to make payments and deposits to accounts.
  
  I have left voicemails on several occasions with no returned calls.from Khrista Wellman. I have also reached out to Tracey Rothenstein with no resolution. Hannah and Laura both would hold me extensive times in drive through lines and yell over loudspeaker about my account being delinquent when I would be doing a different transaction. Several occasions of misapplied payments and lack of communication make this a terrible institution. I was charged a repo fee when they didn’t recover my vehicle and now have repoed it while holding funds and refusing to return calls.

  Business Response

  Date: 02/02/2023

  
  To Whom it
  May Concern:
  ***  ********* ** ********
  We apologize
  for our late response regarding the reference complaint, but your request was
  originally issued to a person no longer employed with Ashland Credit Union.
  The following
  is our response to the three complaints lodged by the member regarding her
  account at Ashland Credit Union.
  Response to vehicle repossession:
  Member incurred
  multiple fees due to the repeated delinquency of her auto loan.  She was afforded the opportunity to bring the
  account current on more than one occasion which would have stopped   repossession.    The account was over 60 days past due when
  sent out for repossession in November 2022. 
  Member had moved from the address on file requiring the repossession
  agent to make multiple address runs in an attempt to locate the vehicle. The
  vehicle was finally repossessed on November 27, 2022, with repossession fees
  totaling $750.00.
  Response to holding funds:
  Member received
  direct deposit to her account monthly, however, the $165 deposit was not sufficient
  to cover her $353.63 loan payment as the delinquency increased, the deposit was
  frozen due to the impending repossession coupled with a prior charged off
  checking amount balance due Ashland CU   Funds were released to the member upon
  repossession of the vehicle.
  Response to return calls:
  Twenty-three contacts
  were made either by telephone or the member coming into the credit union,
  between August 2022 to February 2023.
  Please advise me if you have any additional questions or
  need to see additional information regarding 
  the member’s accounts with Ashland Credit Union.
  
                                                                                                                                  Sincerely,
  
                                                                                                                                  ******* *******
                                                                                                                                  *** *********** * ********