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Business Profile

Credit Union

Connected Credit Union

This business is NOT BBB Accredited.

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Complaints

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

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Connected Credit Union has 4 locations, listed below.

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    Customer Complaints Summary

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

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    Submit a Complaint

    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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    • Initial Complaint

      Date:10/07/2024

      Type:Service or Repair 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.
      I set up auto insurance; while discussing things with my agent we discovered my name was spelled wrong on the documents, so we needed to cancel the policy and resubmit with the correct spelling. We did that and he let me know to call my bank to have them block the original payment as the policy had already been accepted by the state at the time we cancelled it. I called Connected Credit Union on Friday, October 4th at 1:44 p.m. and relayed the message from my agent. I was told that *** is unable to block ANY payments. I asked, "So even though we know the exact dollar amount, when it will be coming out and who will be making that withdrawal, we still can't block the payment?" again, I was told no. The call only lasted 2 minutes including hold time. The payment came out so I called the ins agency to no avail, no answer to my emails and their virtual chat wouldn't load. With no other options for me, I called CCU and requested that they look into it. I was told I'd get a call back in just a few minutes, cut to 40 mins later and again, I was the one who initiated that call. I was told there was nothing they can do and where I was speaking to a different gentleman than on Friday, I asked him if they would have been able to block it. He confirmed. So, now I'm out $282 that should never have come out in the first place, on top of a member withdrawal fee of $29 (they have since returned that to me as it wasn't my fault) that they added because I'm now overdrawn. I'll be transparent, I've been overdrawn multiple times, but it was at my own doing. I tried to prevent it and was lied to, now making it so I can't get to work. I have no gas, and now no money to get gas or even a cab. I don't care what my banking history is, no one deserves to have to jump the hurdles I now have to jump just to get their money back that they didn't authorize leaving.

      Business Response

      Date: 10/08/2024

      Good morning, 

      In response to complaint ********. Thank you for bringing this to our attention.

      We regret the inconsistent information provided to Ms. **** in her recent request to stop payment on an electronic insurance payment.  I have taken steps to speak with all known staff members involved in communicating with Ms. **** and intend to remediate the issue by reversing the electronic payment with the insurance company.  This will require Ms. **** to sign a disputed transaction form, and I have left a voice message with Ms. **** to request that she call me directly.  If she is able to complete the necessary ACH (Automated Clearing House) dispute form (electronic signature is also acceptable) the funds will be returned to her account today.

      In addition, our weekly staff meeting at each of our branches this week will include training for ACH stop payment processing, member service expectations, and communication expectations.  

      Sincerely, 

      ***** ****, President/CEO

      Connected Credit Union

       

       

    Connected Credit Union is NOT a BBB Accredited Business.

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