Complaints

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

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  AdvanZ Credit Union

  9600 Ormsby Station Rd Louisville, KY 40223-4008

  
• 

  AdvanZ Credit Union

  6446 Outer Loop Louisville, KY 40228-1818

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  AdvanZ Credit Union

  1000 W Broadway Louisville, KY 40203-2031

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  AdvanZ Credit Union

  517 Court Pl Ste 104 Louisville, KY 40202-3320

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  AdvanZ Credit Union

  2917 E 10th St Jeffersonville, IN 47130-6916

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:06/18/2024

  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.

  Purchased a travel trailer in January 2024. The loan is through advanz. The gal who wrote it all up had never wrote a policy on a travel trailer. We were told by the dealer that insurance is NOT required in Kentucky if the travel trailer is not drivable, ie, no engine. Jump ahead and I was asked to provide proof of insurance, sent in my auto policy showing full coverage. I was never told I had to have insurance on the travel trailer til March 2024. As soon as I was told and got clarification on what they needed I got the insurance within 1 day. Now I am going to be charged a hefty payment for insurance for the 3 months that I had no idea, nor did the gal who wrote up the loan, but I’m being forced to cover up for her mistake along with my confusion regarding the insurance being I was told directly from the salesman that ky law does not require insurance. Can I add that I am deaf and have to use an interpreter and that sometimes means there is a chance for information to be dropped in the relay process. Let me add that I have offered to accept 50% liability as so should the Credit Union. I have even offered the credit union to look at the travel trailer to see there are no damages so there would be nothing to cover for damages. It should be waived if there was a lack of communication on their part. I communicated openly and have tried to right the wrong.

  

  Business Response

  Date: 06/18/2024

  NOTES:
  We explained to *** ***** at
  the time of closing that insurance would be required on the camper.  He signed the agreement to provide such
  coverage.
  Member was informed multiple
  times in writing of what coverage would be required on and after the loan
  opened on 01/27/24.  We can’t control
  what the salesman told him, nor can that salesman speak to our insurance requirements. 
  See attached communication
  with *** ***** regarding the insurance:

  
  Loan closing summary (provided at the loan closing)
  Agreement to provide Property Insurance
  Page 7 of the the Contract
  Insurance reminder letter 1
  Insurance reminder letter 2
  Insurance letter stating premium to be added to loan balance

  Customer Answer

  Date: 06/19/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
    In the documentation it says vehicle coverage. My understanding is that “vehicle” was my truck that pulls the camper. My vehicle insurance would cover any damages to the “ travel trailer”, this is not an RV which has an engine. Therefor, I submitted insurance that covered the travel trailer while in tow. Never in my mind was there a need to cover the travel trailer being I was told by ******* ***** that if there is no engine it is not required by law to have insurance.
  Upon explaining this to multiple people at Advanz, they absolutely will not even consider the miscommunication and work with me towards a satisfactory agreement. The lady who wrote up the purchase contract had no idea how to write up the purchase, she stated that in a text or email, I am trying to find it. Unfortunately, when *** spoke to ******* **** yesterday, Tuesday June 18, 2024, ******* would not elaborate on who the lady was that did all the paperwork to help me find the text or email. It is not listed under Advanz making it harder for me to find but I will find it, just have not been able to locate it as of yet. 
  There was a complete misunderstanding of “insurance coverage” and they refuse to even listen to what I am or *** is saying under the misunderstanding. I immediately put insurance on the travel trailer once I understood what needed to be done. I still feel this is completely unfair and look to resolve this. 
  taking the stance of this is it and being argumentative immediately upon conversation is completely unnecessary but if you listen to the conversation with ******* yesterday, stated above, you will hear how argumentative she was.
  
  Sincerely,
  
  *** ********* ***
  ******* ***** 
  
   

  

  Business Response

  Date: 06/25/2024

  We have reached out to the insurance (CPI) vendor and asked them for a waiver of the insurance for the period that the collateral did not have full coverage.  We explained to them that this was an misunderstanding in the insurance requirement.  They have accepted the waiver.  As of today, the refund will be processed and your payment will go back to the original payment.  This is just a one-time courtesy that they have agreed to do for us since you are a long time member of Advanz.

• Initial Complaint

  Date:04/02/2024

  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.

  Had bank fraud Advanz was given docs showing negative . They helped at first then we had insurance laps for 8 weeks only no other creditor charged us , so 12 weeks frozen account . On March 28 my wife talked to them they made payment higher with a fee We presented them with docs proving only 8 weeks no insurance so they told us pay $608 permanently disabled and said can’t pay more than $504 . Disabled so my Ssdi is limited . We told them and showed them
  So Thursday they lowered it . So ok then less then 24 hours they repod our car . We have made all 10 payments on time just couldn’t afford extra . I was threatened by email and due to bank fraud we are losing our home as well all we wanted was keep same and we will never miss .

  

  Business Response

  Date: 04/02/2024

  Attached is our response and the Exhibits.

• Initial Complaint

  Date:02/16/2024

  Type:Product 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 attempted I requested 2000 dollars from my internal account to be deposited to Advanz credit union I seen the 2000 be withdrawn from my account over to Advanz but they keep telling me my bank said I did not have the funds when clearly my bank has sent me the email I shares with you all in my up loads also advanz credit union erase my internal accounts making it hard to back track what they done and they telling me it was a provisional credit that they took when there not showing any proof of them doing so I really would like for this matter to be looked into asap please and my 2000 back and not treated so poorly

  

  Business Response

  Date: 02/16/2024

  *** **** has talked to numerous staff members of Advanz since this happened in December.  I have investigated the situation myself and informed her that no issues were found with the way we handled the transaction and we consider the case closed.  We've explained to her multiple times that the request that she made through her other bank was denied because of insufficient funds.  We did not get the $2000 from them to give her final credit to her Advanz account.  When she did the ACH Origination, we did give her provisional credit for $2000 with a hold on the funds.  Once we had notification that we would not receive the $2,000, we withdrew that out of her account.  She did 4 successful ACH Originations between the other institution and us, but she didn't have the funds to do this 5th one. Please see attached letter that I wrote her with proof of this.  It contains both her statement with us and the other institution.  You can see the $2000 transaction was never debited from the other account for us to allow her to keep the $2000 credit in her account at Advanz. 

  Please let me know if you have any further questions.  Thank you!

  Customer Answer

  Date: 02/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  She has yet to show me where it says the 2000 was a provisional credit if you look on my statement you see no proof of a credit the deposit had already been taking out of my account for 2000 I seen the funds was withdraw out my roar account on the 22 all equal total 10.000 hut my advanz account when I went into the bank then I took out 1600 leaving a balance of 8400 on 22nd then day after Christmas on the 26 I came into advanz and they were still holding 2000 buy took 2000 put of my balance they are saying they gave me a credit but did not where is the proof then at the top of my stament with roar it says 27.000 in credits and debits the amounts she add on my bank stament from roar only equal to 25.000 and I don't see where you all even tried to pull it from my account on my roar stament and roar said the same look at the email I shared in my documents from roar where is the proof of the provisional credit other then you saying it happen and where is the proof of my bank roar saying I had insufficient funds not just you all saying that on your end proof not just saying so because I am showing proof of my account short of 2000 clearly 
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 02/23/2024

  I have proven by the statements that we submitted already that we did NOT receive the $2,000 from Money Lion, so *** **** could not keep her $2,000 provisional credit.  We have to get the transfer for her to keep it.  She is right that we gave her credit for the $2,000 and put a hold on it.  We took the funds away when the transfer was rejected by the other institution as insufficient funds.

  Customer Answer

  Date: 02/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ****