Complaints

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

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  Together Credit Union

  423 Lynch St Saint Louis, MO 63118-1902

• 

  Together Credit Union

  3805 Union Rd Saint Louis, MO 63125-4320

• 

  Together Credit Union

  1075 N Lindbergh Blvd Florissant, MO 63031-4749

• 

  Together Credit Union

  6600 Chippewa St Saint Louis, MO 63109-2522

• 

  Together Credit Union

  12988 Tesson Ferry Rd Saint Louis, MO 63128-2961

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:06/21/2025

  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.

  Traded in car 2019 ***** which I was a co signer on. 3000 was rolled into new loan. Then gap refund of $599 was applied to old loan, 2019 Honda Pilot. Dealership paid car off in full plus some. *** didnt tell dealership Gap refund was applied and lowered amount of payoff. Yet *** refuses to give money back or modify loan. I should not have a roll over if car was paid in FULL. So I paying 3000 more towards a car on new loan that has been paid off.

  Business Response

  Date: 06/25/2025

  Dear Ms. Boatman,

  
  Thank you for writing regarding your previous and current loans
  financed with Together Credit Union. I would like to provide some additional
  context for the situation, along with a recap of the discussion you had with our
  team member.

  
  On 5/12/2025, Together Credit Union received a short payoff from
  the dealership for the 2019 Honda Pilot. We notified the dealership of this,
  and they sent a second check to cover the shortage. The two checks were processed
  to pay off the loan, on 5/29/2025 and back dated to 5/14/2025. The GAP refund
  in question, for $599, was processed on 5/14/2025, before the loan payoff was
  posted.

  
  You were able to speak with our Manager of Consumer Loan
  Servicing, and he was able to provide a refund of $355.77 in interest that was
  issued to your current loan. Another review of your buyer’s order was then
  completed on 6/24/2025 – no error was found on either part of the credit union
  or the dealership. Several attempts were made to reach you by phone, but the
  team was unable to get in contact with you after the review was complete.

  
  The credit union will be providing a separate letter to you
  addressing your concerns and further explaining the loan booking calculations.

  
  Again, thank you for your membership, and for taking the time to
  share your experience. If you have any further concerns or questions, please contact
  us at 800-325-9905.

  
  Sincerely,
  
  Angela Dostal
  Together Credit Union Member Experience

  Customer Answer

  Date: 06/25/2025

  Complaint: 23500315
  
  
  
  I have reviewed the business' response and am rejecting it because:
  $3000 dollars was  rolled over and added to my new loan, payoff check was more than buyers agreement. Where did the remainder of the money go after Jim Butler paid off trade.  If you want to go off the buyers agreement which you know is not correct, why wasn’t the remainder of check put towards new account on my behalf.  TCU asked for more money from Jim Butler saying check is short after rolling over $3000. False statement not one person has called since speaking with manager, who assured me on a  recorded line someone would follow up no later than Wednesday. That still has not happened!
  

  Sincerely,
  
  
  
  Mandi Boatman

  Business Response

  Date: 06/30/2025

  Attaching email documentation of the phone conversation our Manager of Consumer Loan Servicing had with Mandi Boatman on 6/27/25. This includes the line items of the loan he went over with her. She then threatened a lawsuit and ended the call. 

  Business Response

  Date: 06/30/2025

  Dear Ms. Boatman,

  
  After thorough review of your loan, Together Credit Union did not
  provide an incorrect payoff amount. The dealership misapplied the initial $3,000.00
  – deducting it from the payoff rather than applying it as a down payment. 

  
  The initial payoff we received from the dealership was short; we
  did not release the lien. Once they sent in the difference, the lien was
  released. There is nothing here that indicates credit union error.  

  
  Sincerely,
  
  Angela Dostal
  Together Credit Union Member Experience

  Customer Answer

  Date: 06/30/2025

  Complaint: 23500315
  
  
  
  I have reviewed the business' response and am rejecting it because:
  
  TCU continues with false reasoning of modifying loan to correct error and refunding the overpayments they took. After applying checks from Jim Butler and what TCU rolled into new loan the total amount will be $29,166.58 for a 2019 Honda Pilot when payoff was only $25,129.35. 
  
  
  
  3000 rollover + 599 gap refund + 22,500.29 first check Jim Butler + 3067.29 second check Jim Butler ——>>> total 29,166.58 

   

  EQUINOX 

  37,802.00 price of car + 599 admin fee + 589 Gap + 3113.00 extended warranty + 6 title fee = 42,109.00

  BUT TCU started new loan at $44,510.29.

   

  
  Sincerely,
  
  
  
  Mandi Boatman

  Customer Answer

  Date: 07/01/2025

  I spoke with manager regarding my last complaint. It seems they don’t want to acknowledge the fact there is a problem when an employee manually adjusts one’s loan. I was owed money on a prior loan for this reason. The manager stated he would refund the interest I was over charged. After manually applying this credit I was -194 in interest for year to date. When I informed of this even though I made two payments towards new loan and the computer configured what amounts went towards principal and interest, now since he did this I lost more money. I made a small payment towards the next payment $31.60. The computer generated I paid $0.42 towards principal and $31.18 towards interest. Now leaving the year to date interest -162.82. Once again I am losing money and the principal is not going down. And the still refuse to modify this loan and are making me pay $3000 towards an old loan that was paid in full.

• Initial Complaint

  Date:04/18/2025

  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 received a 30 day late on my credit report after a historic snow , sleet and ice storm that left ************* **** and ice packed for nearly all on Jan 2025. I tried to dispute this through credit agencies but was denied. This company is in ************** and are well aware of the impacts of that storm. Now mail service or trash service shows how high the impact was. I work in construction as a small business owner. All outdoor work was at a stand still in ********. I am being penalized for a weather event. I have included numerous screenshot of local weather coverage showing how impacted the region was. Together credit union needs to do what is right and relieve this burden from me and others. It's nonsense and unprofessional. Credit agencies are clear that a weather event or a declared natural disaster or grounds for dismissal. Again, Together doesn't care and plays by their own set of rules that negatively effect customers. You could do what's right but I'm sure you will not. I would take this complaint as a warning before doing business with them. I have called numerous times to speak directly to the department in charge of this, however I can't seem to reach anyone outside of collections. Very unprofessional on every level. I have even offer up my business banking statement to show that nearly zero dollars were deposited between the end of December and February. This is when there was a total of 18 days on ice pack on the ground in ********. Again, your company witnessed it with their own eyes. All news channels were covering storms all month long. Schools and businesses were closed for weeks at a time. This is *****. It's nonsense and should be reversed immediately. I have not had a 30 day late of any kind for over 15 years. It's clear they only want the extra interest money and have zero interest in conducting business like professionals.

  Business Response

  Date: 04/25/2025

  Dear *** *****,  

  Thank you for giving us an opportunity to address your concerns regarding credit reporting on your loan with Together Credit Union. I would like to share some additional context on our general credit reporting practices, as well as an update on your case and some options you may want to consider.
  
  In general, payments made up to 30 days past the due date will not be reported negatively to credit bureaus. When a payment is more than 30 days past due, it is at risk of being reported late. Together Credit Union has an obligation to the credit bureaus to report all loan repayment history as it occurs, on a monthly basis.
  
  However,as a member-owned not-for-profit credit union, we make every effort to work with our members who may be having trouble paying in a given month. Our team reaches out on any loan that is past due starting shortly after the due date,before it becomes a risk of negative reporting. We attempt to contact the member by phone, letter, email, and text message.
  
  In this case, our records show that our team did reach you and agreed on promises to pay that, if they had been kept, would have avoided the late reporting.We work with our members on payment arrangements and have hardship programs in place for members facing financial difficulties. Hardship requests are reviewed and approved on an individual basis. We do not show that a hardship request has been received for your case.
  

  Due to our obligations of accurate reporting, corrections are only possible when an item was reported incorrectly due to an error. Unfortunately, since there was no reporting error in this case, we are not able to make a retroactive change for this loan.
  

  At this time, there is a payment due for 4/22/25. If the April payment goes beyond 5/22/25, there is a risk of late reporting. Based on your circumstances, I encourage you to contact our collections team to set up a payment plan. We have many options available to help members manage payments and get back on track. Our team is here to help determine which path forward works best for you.
  

  Additionally,if you would like help with overall debt management, budgeting, or a full review of your credit report and recommendations for strengthening your credit,our partners at ********* can help. ********* is a non-profit certified credit counseling organization that provides confidential one-on-one assistance.Together Credit Union members can call for free at ************.
  

  If you have any other questions or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  

  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

  Customer Answer

  Date: 04/25/2025

  Complaint: 23221315
  
  I have reviewed the business' response and am rejecting it because: garbage. Plain garbage. You no I was because of weather, therefore it was reported incorrectly. Nice try bring my payment into the conversion. Shows who you really are. Also, I made it clear I wasn't paying last month until I heard back from credit bureau. Real classy. And false. It's inaccurate.
  
  
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 04/30/2025

  Dear Mr. ************
  
  We received your response to our previous letter. I would like to provide a further update on your case.
  
  Thank you for speaking with our Consumer Loan Servicing Manager regarding this case and your previous hardship. To confirm the agreements discussed in that conversation: We have approved a new payment agreement to resolve the previous payment that was reported as late. We will make a one-time hardship exception to remove negative credit reporting for February 2025.
  
  Again, thank you for your membership. If you have any questions,please dont hesitate to call us at ************.
  
  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. Thank you. I couldn't be more pleased with outcome and customer service. Thank you again.
   
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/25/2025

  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 have continued difficulties cashing checks at this office. It has been going on for over a year and I constantly have to send them emails to help correct my problems

  Business Response

  Date: 04/16/2025

  Dear Ms. ***********
  
  Thank you for bringing to our attention the difficulties you have encountered when depositing checks. I apologize for the frustration you experienced. I would like to share the additional detail you requested on our check policy, as well as what we have done to ensure smoother transactions for you in the future.
  
  Regarding our check policy: it states that if a check is written to more than one payee,phrased as andfor example, **** *** and **** Doethen both parties are required to endorse the check for deposit. This policy is in keeping with Uniform Commercial Code guidelines and helps protect both parties. (In the example, since the funds are intended to benefit both **** *** and **** ***,requiring both signatures ensures that neither party can deposit the full amount without the other partys knowledge.)
  
  Since the checks you regularly receive are made out to you and another party, our standard policy would require that the other person also endorse the check. In your case, however, based on the type of check, your situation, and your history as a loyal member, we have approved an exception. Unfortunately, our newer branch team members were not yet familiar with your account and overlooked the notes authorizing the exception. This was a miss on our part.
  
  To remedy this oversight, after your visit on 3/15 we added a more visible alert on your account record to call attention to the exception. While the branch team has also been reminded of the exception, this alert should help ensure a smoother experience for you going forward, regardless of the tenure of the team member or which location you visit.
  
  I also wanted to offer a couple of optional steps you may want to consider that could help streamline your deposits even more:
  - Set up direct deposit from the check issuer to your Together CU account. This would allow you to receive your funds quickly and automatically. To get started, please contact the issuer to walk through their setup process. You will typically need to provide your Together CU account number and our routing number, *********.
  - Asking the issuer to remove the additional party or change the way the checks are written. Checks written to multiple payees phrased as or can be accepted with a single endorsement. (Example: **** *** or **** ***. No exception would be required since the funds are specified to benefit any of the parties listed rather than all of them.)
  
  Again,I apologize for our oversight and the frustration it caused. I appreciate your giving us an opportunity to improve. If you have any other questions or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  ***** ********
  Financial Well-Being and Member Experience

  Customer Answer

  Date: 04/18/2025

  Complaint: 23114686
  
  I have reviewed the business' response and am rejecting it because:
  
  It doesn't mention joint tenant account, which this is. Joint tenancy requires only one of the tenants to sign (per the issuing corporation). But since the credit union has changed its policy on this, there seems to be no resolution. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:03/14/2025

  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 joined the ******************* Credit Union in 1969 which became ************** and later renamed Together. On 10/12/2022, my husband passed. We had a trust which they had on file. I took a death certificate there so they could remove his name. They said I had to fill out a two page form summarizing the trust. My financial planner filled out the form. They said they were the experts and it was wrong so I had to get a lawyer to fill out the form which cost me $515. Guess what, the two forms matched. They removed his name from the bank statement, deleted his debit card and **** card. To remove his name from the checking account, I would have to come in instead of ordering on the phone. When they deleted his **** card, they also deleted mine and deleted nearly $120 in points we earned. I tried for months to get my **** card and points reinstated. They said I was unauthorized even though I was a member for 55 years and have a decent amount of money in their bank. So I switched to another credit union and got a **** card within a week. I spend over a year transferring money over and writing checks against it until the account got to be around $400. In November last year, I went in to the Jeffco locaton to close. They said they would have to check since it was a trust. When they saw it was a low amount, they said how would you like the balance. They also reported I was unauthorized to have a **** card. I think maybe they treated me this horrible way since I was over 70, now 78. At my new credit union, I had to fill a form out. Same problem. No. It way easy. No lawyer. Also I doubled my interest. I think Together is getting too big and forgetting who they are working for.

  Business Response

  Date: 06/03/2025

  Dear **** ********, 

  Thank you for bringing to our attention your concerns regarding your experience updating your account and card following your husbands passing. I apologize for the frustration you experienced during this difficult time. I would like to provide some additional context regarding your situation and an update on your request for reimbursement of unredeemed rewards points.

  To recap, in November 2022, we received an updated Certification of Trust that was completed by your financial planner requesting to remove your husband as a trustee from the account. The original form we received had some errors and we requested a new one be filled out by a lawyer.

  One of the main reasons we advise trustees to obtain assistance from their attorney when filling out a Certification of Trust is that it must comply with Missouri Revised Statute. The original updated document provided included the decedent (your husband) as currently serving trustee, even though he was deceased and could not sign the form or act on the account. Since a Certification of Trust is a legal document, the best way to protect you, our member, and us, the credit union, is to obtain one from an attorney.

  As part of the process of updating the account, the joint **** account was closed, leaving approximately $120 worth of rewards points unredeemed. As a courtesy, we would like to refund this amount to you in form of a **** gift card. We will mail this to your address that you provided to us. 
  Again, thank you for taking the time to share your experience. For any other questions or concerns, you can reach our Member Experience team at *********************************************************************
  

  Sincerely,
  
  ****** ******
  Together Credit Union
  Member Experience

• Initial Complaint

  Date:10/07/2024

  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.

  My Brother was a member of Together credit Union. My Brother and Myself went into Together Credit union and I was added on as a beneficiary on his account, at a later date My brother and myself returned to the bank with a checked wrote out to both of us for a car I owned. I was told by the bank teller that if we wanted to cash the check I would have to go on his account ,and we could come back when the check cleared and be taken off the account. we came back a few days later so I could be take off the account a few months later My brother passed I came into the bank to make a claim to get the money and was told there was no beneficiary on the account. when I called and talked to someone on the phone they stated they knew exactly what happened ,they then said when I went on the account it knocked me off as the beneficiary. It was never explained to us That I would no longer be a ************** Brother and myself did exactly what the teller told us to do. I never got half the money from the check we deposited From the car that was in MY NAME now the Together credit union is giving me the run around. My Brother ***** told them to take me off as the Beneficiary. I was only taken off because we did exactly what we were told by a trained bank professional that didn't fully explain things to us

  Business Response

  Date: 10/10/2024

  Dear Ms. Culpepper, 
  
  Thank
  you for sharing your concerns regarding access to your late brother’s Together
  CU account. My sincere condolences for your recent family loss. As a follow-up
  to your conversation with our Branch Operations Director, I would like provide
  a written update on your case here, along with more information about what we
  are doing to improve the beneficiary update process going forward.
  
  First,
  I apologize for the additional stress and frustration that this situation
  created at an already difficult time. We should have taken extra care to ensure
  that the beneficiary information was clear and updated according to your
  brother’s preferences at the time that the last account ownership change was
  made. We have addressed this oversight with our team.
  
  As
  agreed, we disbursed a check in your name for the remaining funds from the
  two-party check that you and your brother had deposited into the account. I
  understand that the check was picked up yesterday.
  
  Going
  forward, we are reviewing our forms, procedures and training to make the
  beneficiary designation process clearer, easier, and more consistent. We are
  also working with our statement printer and digital banking partners to provide
  better visibility to members’ beneficiary selections on their account to help
  ensure they are accurate and up to date.
  
  Again, our condolences and best wishes go out to you
  and your family during this time. If you have any other questions, please give
  us a call at 800-325-9905.

  Sincerely,

  Molly Falconer
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:10/04/2024

  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.

  manufacturer recalled 2008 **** ranger was taken to multiple *****/dealers every time there was some kind of excuse "to not due it."

  Business Response

  Date: 10/15/2024

  Dear Mr. ***************

  Thank you for writing regarding your vehicle that had been financed through Together Credit Union.

  In your message, you stated that you had taken your vehicle to multiple repair shops for recall service, but that the work had not been done, and asked for completion of the repairs or exchange of the vehicle. As a financial institution we do not provide vehicle service and would be unable to fulfill this request. As explained in our borrower agreements and in your previous conversations with our team, all repairs and maintenance are the responsibility of the borrower.

  If you have any questions regarding the status of your account and recommended next steps, please give us a call at ************. Thank you for your membership.

  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:08/20/2024

  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.

  Together Credit Union continues to threaten me with a bill for lack of auto insurance I had on a car financed through them. I have stated via phone and email that I no longer have the car, it was traded in on 07/29/24. Its been nearly a month that I traded the car in. Since my explanations and evidence have been ignored and the threats continue I am seeking help from the BBB

  Business Response

  Date: 10/15/2024

  Dear Mr. ********
  
  Thank you for sharing your experience with the letters you received regarding your auto insurance, even after paying off your loan with the credit union. I would like to provide some additional context and an update on your case.
  

  As background: Our loan agreements require borrowers to provide evidence of full coverage insurance meeting certain requirements, including minimum coverage and deductible limits. If this documentation is not provided within the required time frame, ******************************* (CPI) coverage will be added to the loan, which protects the lenders interest in the collateral vehicle until we receive proof of comprehensive coverage from the member.
  

  Although the credit union did receive insurance documentation for your loan, key information specified in the loan agreement was missing, including lien holder information for the credit union, and deductibles. Due to these missing details, we could not accept the document provided as sufficient proof of insurance. A notice was sent advising that, per the loan agreement, we would need additional documentation or CPI coverage would be added until this gap was resolved.
  

  According to our records, your auto loan with Together Credit Union was paid in full on July 24, 2024. I spoke with our *** provider, *************** for additional information about the notices you received. ************** advised that it can take up to ****************************************************************** their communication cycle, which resulted in your receiving the notice after your loan had been paid off. I apologize for the confusion and frustration that may have resulted from this timing.
  

  At this time, I can confirm that your Together Credit Union auto loan is considered paid in full and closed, and you will not receive further communication about the insurance requirement from either the credit union, or State National.
  

  If you have any other questions regarding this matter or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:07/01/2024

  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.

  My father is a member of this credit union. On April 1, 2024, due to the storm, my dad experienced hail damage to his 2017 Cadillac that he is individually financing through Together Credit Union. I notified our insurance company Geico and a claim was filed. Geico appraised the damages and a check for $7,261.77 was issued in my name and Anheuser *****. I made an appointment with a banker names **** at the *************** branch with my father. I endorsed the check, was added to my father's account and it was deposited. We were each issued debit cards and pin numbers were selected. My father and I were told that we could either use a auto repair shop that ***** had chosen or choose our own. My dad obtained two estimates. He decided to go with Gateway Auto Pro. The repairs were completed in the amount of $2,713.77. A cashier's check was issued from the credit union and forwarded to Gateway Auto Pro. My father attempted to get money out of the account and was told that he could not. The balance of $4.548.00 would have to be used for the repairs or put on his auto loan. I am the policy holder of the insurance, therefore, the balance should be released and issued to me. I have no interest in the car, nor am I on my dad's auto loan with Together Credit Union. I have attempted to contact the bank via email to ******************************* on June 13, 2024. I have been unsuccessful in resolving this. I have also sent an email to the corporate office at ************************************************ in hopes of rectifying this matter quickly.

  Customer Answer

  Date: 08/07/2024

  My complaint has been resolved.

• Initial Complaint

  Date:06/19/2024

  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.

  My mom had an account with them before she passed away. Shortly before she passed away she sent me to the bank to add myself as an account holder on the account . The Bank manager added me on as a *** even though I told her I needed to be added as a account holder. I noticed that someone I have never heard of was added as her ***. The worker told me I couldnt change it but that I could bring the paper to her to sign to make the change She signed the paper and I brought it back to the bank. She said she would have legal review it and if there was any issues she would reach out . I told her that she could call my mom to verify . A few days passed and we hadnt heard from the bank so we reached out . I left a voicemail. I mentioned again in the voicemail that my mom could verify with her that she wanted the change made . No response. The next week my mom sadly passed away . I asked if the *** had been changed and he stated he was still seeing someone else listed . He checked in with the banking manager who I spoke with prior and assured me that it will be corrected soon . He told me to come back with a death certificate and that they would be able to cut me a check -his words . The following week I received the death certificate and went back. I was told that it wasn't corrected but he assured me that someone would reach out to me by the following Monday to let me know it was switched . He clearly stated ( audio recorded ) I would be listed as the *** . I hadnt heard anything so I followed up was told by another worker that they reviewed the *** and that I wasnt authorized to make a *** change . Few issues 1) I didnt authorize it , she did and she signed it . 2) I am able to modify the account per the ***. The worker assured me that the bank manager would reach out to me the next day . Havent heard back. Together credit union is allowing my mom to be scammed after her death . I do not recommend using this credit union .

  Business Response

  Date: 07/31/2024

  Dear ****************, 
  
  Thank you for sharing your concerns regarding the Payable-On-Death (***) beneficiary designation for the account of your late mother, *******************. Please accept my sincere condolences for your loss.
  
  I would like to provide some additional information about your mothers case, as well as clarification regarding the requirements for *** changes.
  
  Our records do show that you were added as a joint owner on the account in February 2023. However in September of that year, ************ visited a branch in person and requested that this joint ownership be removed. During that visit she also added the new *** designation that you referenced in your statement.
  
  In May 2024 you brought in a durable ***** of ******** (***) form dated September 1, 2021, that appointed you as the *** agent. There are often misconceptions about the extent of *** authority. Although a durable *** *****s some authority to conduct financial business on an individuals behalf while incapacitated, it does not allow the agent to change beneficiary designations unless explicitly stated in the document. This *** form did not. Additionally,in cases where the *** does explicitly ***** this power to the agent, agents are then required to act as fiduciaries and are not permitted to name themselves as *** beneficiaries to avoid any conflict of interest. 
  
  In order to accept a further update to the *** or account ownership, we would either have needed a notarized or other identity-verified request such as Docusign directly from ************. We did not receive this and were unable to confirm the signature on the submitted account agreement.Accordingly, the most recent verified directive from her September 2023 branch visit continued to govern at the time of her passing.
  
  I sincerely apologize that our team did not communicate this more clearly in the moment. To better assist members and families in difficult times like this going forward, we are putting new resources in place to ensure that all of our branch and contact center team members can provide clearer and faster guidance on *** authority, beneficiary, and account ownership changes in the future.
  
  Our sympathies remain with you and all of Ms. ***** family as you grieve. If you have any other questions regarding this matter, please dont hesitate to give us a call at ************.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:06/03/2024

  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.

  April 7th my wallet was stolen.2 transactions at CVS for $1011 were charged on my credit card I immediately called to file the fraud and close the credit card A case was opened I called multiple times to follow up and was told I would receive paper work to fill out No paper work was received Called in 10 business days and there was no case opened. New case was then opened Called again to check in. They said no case was open. Opened a new case.Called AGAIN. And SAME THING. No case was opened and another was opened. I think asked to speak to someone who may be able to give me more than to call back in 10 business days response. Spoke to supervisor. Received exact same response.It is now June and I have not heard anything positive about getting this money back It almost feels like they are making it difficult so that I forget about the $2,000.

  Business Response

  Date: 08/01/2024

  Dear **************, 
  
  Thank you for sharing your concerns regarding your credit card fraud claim. I apologize for the delay in response to your Better Business Bureau case. I would like to provide a written update on your claim, and what we are doing to improve the process going forward.
  
  As you stated in your comments, our records show that you reported your stolen cards and the fraudulent transactions immediately via our fraud hotline on April 7. Although we issued provisional credit for the debit card transaction shortly thereafter,completion of the credit card fraud review took approximately 10 weeks. The credit card claim was resolved as of June 16.  
  
  First,I would like to apologize for the frustration you experienced in this process.Our expectation is that members receive clear, timely communication on the process to file a dispute, and on the status of their claim as it is being reviewed. The experience you reported clearly does not match up with those expectations, and we are addressing it with the relevant teams to improve that service level going forward.
  
  We are also working with our fraud resolution partner to improve the process overall.While is it typical for credit card disputes to take ***** days to resolve, and members are not responsible for paying the disputed balances during that time,we believe we can do better. We are also adding resources to help ensure that our member support team is well-equipped to give clear guidance along the way.
  
  Finally,after reviewing this case we were also able to refund a total of $37.09 in finance charges applied to your credit card in May and June, and refunded a $25 late fee applied in July. Your card now shows a credit balance, which will be transferred per your request.
  
  If you have any other questions regarding this matter or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience