Complaints
This profile includes complaints for L & N Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/05/2024
Type: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 2-29-2024 I went to them to exchange my legal tender currency for coinage they refused to do it. They said they don't exchange currency for coinage. I thought that it was the law that banks had to take and exchange legal tender as you wanted it.
Business Response
Date: 03/11/2024
Response was mailed to *** ********** See attachment.Initial Complaint
Date:05/01/2023
Type: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 applied for personal loan and was not approved due to collections accounts and I have had a mortgage for 20 years have paid every single month never late I had a credit I've had a credit card for about 4 months I've had made all the payments paid them all off and I just got an actama account which is credited that they give you to purchase things like laptops and stuff which I paid off in two months so they're looking at stuff on my credit that was in 10 years ago and I'm really upset about this I'm trying to get my credit back on track and I want them to give me a personal loan for $2,000 this is absolutely ridiculousBusiness Response
Date: 05/10/2023
Please see attachment for the response. This letter was also mailed.Initial Complaint
Date:12/29/2022
Type: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 checked my acct and noticed that I had NSF Fees for $30 a piece. As I checked my transactions and amount of money in my account, it wasn’t adding up. I called the bank and the girl I spoke to was very rude and gave an explanation as to why my account was negative. I was left with more questions than answers after she treated me like I was stupid. This bank orders transactions however they want a give some lane excuses as to why it was ordered in such a way to make my account go negative. I’ve done the math several times, had other people look at it and it’s not right. They were supposed to enter me into a special program to avoid these overdraft fees. I had 2 $30 NSF !but had the money in my account so why is there a NSF fee if the money was in my account. I have too many deposits to switch banks at the moment but I want my money back. I will check with lawyer at this point especially being that they have been sued before. They take money from people like me and it’s not okay. I want my money backBusiness Response
Date: 01/11/2023
See attached letter. Letter also mailed to Ms. ***** on 1/11/2023.Customer Answer
Date: 01/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.
Yes I did speak to the CEO as you stated. Per CEO someone from the bank was supposed to call me and set up the overdraft plan we had agreed to. However, I never received that call and assumed that the plan would be put in place since we had agreed that was what we were going to do. I have only raised concerns after trying to contact someone at the bank over this new matter and being met with a very unprofessional woman with an attitude. Regardless of that, the transactions and the way they are ordered on my bank statement absolutely make zero sense. I am very aware of the overdraft fees and how they work and why they are applied. I take part of my negligence in not having enough funds in my account. I have been doing my best to make sure there is enough funds in my account. Nonetheless, the transactions I have attached to this email shows the transactions in question. Clearly it shows funds available in my account however I was charged NSF fees when there was money in my account. $60.00 in overdraft fees to be exact when there was clearly $74 in my account. Had the $60 of bogus overdraft fees not been assessed to my account the other transactions would have been cleared. I’ve done the math several times and had other evaluate this before starting this claim. In no way does this make sense of why those were transactions were ordered the way they were. I can assure you that I am whole heartedly trying to understand why this has happened. I am a single mom and I work hard for every single penny I make and depend on that every penny so when I see my transactions not making sense I will question why. I hope to come to some sort of agreement that pleases both parties.
***** *****Business Response
Date: 01/20/2023
Please see attachment for response letter.Initial Complaint
Date:09/23/2022
Type: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.
date of transaction:09-17-2022, I made deposit of $100.00 and teller number 589 yelled back to me over the intercom that my account was negative and that the $100.00 wasn't going to cover the negative. My husband was in the passenger seat and became very upset about it. A car was very close by at the ATM and it was people inside the lobby when the teller did this. I told the teller please don't yell or communicate my information across the intercom that it was against the privacy act. The teller then stated most of the wants her to tell them so that they would know. I stated to the teller I don't need you to tell me anything I check my account daily. I drove over to the ATM withdrawn some money from another account and made that deposit to bring my account to a positive. It was very embarrassing and very uncalled for. I never ask for any balances or information over the intercom. I never communicate that way. I didn't ask teller 589 for my balance. I am very disappointed in her and after I addressed she didn't even apologize or show no remorse. Her intent was to embarrass me. She shouldn't be a teller her customer service was horrible. Whether my account is negative or positive that's nobody business. And it shouldn't be yelled through a intercom. The what receipts are for. I have internet banking. I choose not to upload my receipt because it has my account information on it.Business Response
Date: 10/11/2022
This is the 2nd attempt to upload response. Member has been notified by mail of our answer. Thank youCustomer Answer
Date: 10/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action 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. Please respond here ONLY]
Regards,
******* *******Initial Complaint
Date:09/09/2022
Type: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 banked with L&N for most of my life, as my ******* use them as well. However, when purchasing a home in May 2022, L&N had ridiculous requirements for using them to provide the mortgage loan. I would have had to pay over $2000 in inspections due to their expectations. After switching lenders, L&N nearly cost me the home and years of preparation for homeownership as they failed to transfer my down payment. Despite submitting the require in advance, they did not send the funds and refused to make an exception after their daily deadline. The previous owner called it off, and it was only due to the lenders and his realtor convincing him otherwise that I was able to still obtain the house. I had the funds, I had proof of the funds, and yet they refused to send them. I asked for a supervisor multiple times, on several occasions, and have yet to speak to anyone regarding this matter. After all of this headache, they are least sent the funds the following day (late, nearly costing me the home again as the owner became further upset). I do not recommend L&N as they will do nothing to apologize for their mistakes and instead charge you for every little detail.Business Response
Date: 09/16/2022
Dear Ms. *********,
This letter is in response to the complaint you filed with the Better Business Bureau regarding a mortgage application that was withdrawn. As part of your mortgage loan process, a pest inspection was completed and received on April 5, 2022. The inspection indicated termite damage to the floor joist and subfloor. As a response to that pest inspection, we asked for verification of repairs or a letter stating that no structural damage existed. Pictures were sent to us, but our requirements were not met as we did not receive verification of repairs or a letter stating no structural damage existed. We feel that our requests were standard for the industry and very much needed to address the possible concerns with the collateral offered for the mortgage loan. On April 13, 2022, you notified us that you were unwilling to meet the requirements, withdrawing the loan with L&N, and taking the loan to another lender.
On May 9, 2022, you made a wire transfer request to one of our employees. That employee did make a mistake by not submitting the wire correctly. It was later that day after you requested an additional wire that we became aware of the mistake. There is a cut off time to submit wires for processing that we have no control over and this time had passed on this day. Our branch manager at the location you were dealing with did speak with you to explain the mistake. That manager completed the wire request the next morning, during normal hours required for wiring funds. We apologize for the mistake and any inconvenience it may have caused.
Sincerely,
**** ****
***** ******* Officer
L&N Federal Credit Union
************
Initial Complaint
Date:08/08/2022
Type: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 was lead to believe that due to being in the hospital with Covid and having my shoulder replaced I was on a forberance. I never paid anything late in 7 years, check my credit, and have always enjoyed a friendly and happy relationship with L&N. However when all this happened they started reporting, for 1 month, that my mortgage and car payment were 30 days late. Before they reported I was able to come out and move cash around am in fact a month ahead on both. Thus I do not understand why they did not keep the promise I was lead to believe and allowed me the time I needed to get the payments to them. They do not ***** so all I could do was physically go there to make a deposit and payment.Business Response
Date: 08/12/2022
Dear Mr.
****:
This letter
is in response to the complaint you filed with the Better Business Bureau
regarding a forbearance on your debt with us.
We have
never discussed forbearance for a specific hardship with you and do not
typically offer any type of forbearance for short term delinquencies.
We have
worked with you previously on late payments and credit history. This included
the update of your credit history in March 2022 after discussion about a credit
that would not count towards your February credit card payment. In good faith,
because of the confusion on your part, we updated the credit history to remove the
late payment.
In May 2022,
our email communication with you stated that you were covering payments for a
tenant who was behind on rent. The same email also stated that you realized
that you would be over 30 days delinquent. Although we work with our members
who are delinquent, we make no promises on updating credit history and we
report actual delinquency to the credit bureau, as is our duty.
In regards
to using ***** to make deposits or payments, this is not a service we offer.
However, we do offer Internet Banking which you can use to make a payment on
your account by transfer from your savings or checking account. We also offer
Mobile Deposit. Lastly, we have the ability to accept credit and debit cards
for payment by phone. If you are interested in using these services, please
contact us and we can instruct you on how to use them.
If you have
any other questions, please do not hesitate to call me.
Sincerely,
**** ****
***** ******* *******
L&N Federal Credit Union
************
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