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.

close

Find a Location

Together Credit Union has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Together Credit Union

  423 Lynch St Saint Louis, MO 63118-1902

• 

  Together Credit Union

  2531 Highway K O Fallon, MO 63368-7902

• 

  Together Credit Union

  8995 Dunn Rd Hazelwood, MO 63042-2076

• 

  Together Credit Union

  12395 Olive Rd Creve Coeur, MO 63141

• 

  Together Credit Union

  243 McLaws Cir Ste 100 Williamsburg, VA 23185-5673

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:05/10/2024

  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.

  I have been dealing with fraudulent charges on my new credit card for a few months totalling $950 and have received no help in resolving this. After speaking with two different representatives who told me they could see I had no outstanding due balance, one representative putting in a claim to the fraud department but never submitting it, and one more representative contacting the fraud department on my behalf and telling me he will get back to me when he hears from them but it has now been 7 days since then and I have not heard back, I'm still looking at owing $850 for charges I never did myself.I payed $100 myself so far to not have my credit score suffer further for now. Nobody has been helpful and I want these fraudulent charges discredited from my history.

  Business Response

  Date: 07/31/2024

  Dear **************, 
  
  Thank you for sharing your concerns with your credit card fraud claim and potential impact to your credit report. Although our team reached out previously by phone, I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to provide a written update on your case, along with some additional context, and what to expect for next steps.
  
  On March 31, your debit and credit cards were blocked based on your report of fraudulent activity, to prevent future unauthorized transactions.Although additional steps are needed to file a dispute of the specific fraudulent charges, based on your comments and a review of our records, I believe our team may not have communicated those steps clearly enough at that time. I apologize if this miscommunication delayed the processing of your claim.
  
  After further conversation with our specialists, that claim was officially filed on May 17. During that conversation, the specialist also reviewed with you each transaction on the card since it was opened in February 2024. You identified charges totaling $338.01 as fraudulent, and the remaining charges as authorized transactions. At that time, we also refunded the April statement late fee of $25.
  
  As of today, your credit card fraud dispute is still in process.Dispute resolution can take up to 90 days to complete, so we expect the case to be resolved within the next few weeks. Please be assured that you are not responsible for the disputed portion of the balance, $338.01, while the case is pending.
  

  Additionally, you expressed concern that your credit score may be negatively impacted. Our records show that you have continued to make payments on the remaining undisputed balance, and your account is reporting as current.I can confirm that at this time, we do not show that any delinquency or other negative items have been reported to the credit bureaus regarding this card.  
  
  Going forward, we are working with our fraud resolution partners to improve and streamline this process. We are also addressing the communication gap with our member support team to ensure they are well-equipped to give clear guidance on disputes.
  
  If you have any other questions regarding the status of your card or dispute, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:04/22/2024

  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.

  I went out of date to ********* the week of February 11 . When i came back on February 15 my card has been getting hacked since then .!! my car has been getting hacked since February 16. I made several attempts to go to the bank to see what was going on and dispute the charges they were able to dispute the charges and give me my money back but then on March 20, 2024. My credit card was hacked down -$47 balance that was over a month ago and my credit score has dropped 70 points due to this and I havent got any provisionary credit or anything. This is so offered to me as a customer knowing that my bank account is getting hacked every day for the last two months and my credit score has went down 70 points no one has called me about this situation and its been over a month , my credit card paid off and I will be closing with Together credit union due to no good measurements is no way possible that my car she keep getting hacked over two months and my credit card has been hacked and I havent been reimbursed or anything and its been over a month since the investigation

  Business Response

  Date: 05/15/2024

  Dear ******************,

  
  Thank you for sharing your concerns with your credit card dispute and potential impact to your credit report. I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to provide an update on your concerns, along with some additional context, and our steps to improve the process going forward.
  

  Your initial fraud report was processed and accepted as of 2/28/24. At that time, a new credit card number was issued and the existing card suspended to prevent new transactions on the compromised card number. Only the undisputed balance transferred to your new card number, while the disputed balance remained with the closed card while the claim was processed.
  

  Because credit card charges are not directly debited from your account, disputed charges are handled differently from debit card disputes. In this case, rather than issuing provisional credit, we set aside the disputed balance while the claim is pending. Members are not responsible for paying the disputed amount until the claim is resolved.
  

  We spoke with you by phone in April to clarify how the disputed portion of the balance would be handled, and to confirm that we have complete details for your claim. We also confirmed that we have your correct contact information and advised that we would email copies of the letters that had been sent regarding this matter to ensure you received them.
  

  Additionally, you expressed concern that your credit score may be negatively impacted. We assured you that the fraud claim should have no impact on your credit score, and we were not reporting any delinquency or other negative activity to the credit bureaus.
  

  If you have any other questions regarding the status of your card or dispute, tips to help keep your card secure, or ways to maintain healthy credit history, please give us a call at ************. Thank you for your membership!
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:03/21/2024

  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.

  January 10 24,I called ADT to make a payment for $103.98, so kind of a way it posted to my account for $447.40. So, when I realized this on January 23,2024 I called customer service and the young lady said she would send it to there disputes ***** So, January 23,24 they gave me a credit for $343.42. I check my account a couple of days later and it was reversed. So, again call customer service asked for supervisor, she said we sent u an email.. the email she read off was incorrect, now I had been in the Branch several times I gave them my email. They had an extra d in it, so I never received it, they didn't call because they had a phone #from 2yrs ago, every time I called I left my phone #, supervisor then said we sent u a letter, then she says Oh, it hasn't went out yet. So, u all reversed this transaction without truly letting me know. So, they said I needed to show them what my payments should be and do. A rebuttal letter, I don't have a vehicle, so caught a cab up there . Thought everything okay. No, they wanted a copy of my contract with ADT, THEY ALSO WANTED To see a statement. They have taken me through the ringer. I said I am your customer, not ADT, if I have showed u what u asked, why has it not been reversed, because at this point ADT has $447.40,which ADT say they don't have a payment for me at all. Together credit union says now after all this the fraud department has to send something to ADT to make sure I am not Lieing. I am on disability, I get One check a month, I can't pay my bills because I need my money. I have caught a cab twice to the credit union, they are costing me More money and won't give me my money back. Spoke to Branch mgr, ***********************, fraud department, supervisor in customer service. This is utterly ridiculous, it out right Wrong. Please in *********************** Name, Amen!help me get my money back. The cab driver that took me to the Bank said that was one of the reason she left Together credit union. I feel like they truly don't care

  Business Response

  Date: 04/12/2024

  We need more time to respond

  Business Response

  Date: 04/19/2024

  Dear ********************, 

  Thank you for sharing your concerns with our dispute process and your open claim regarding the *** charge. I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to an update on your dispute, along with some additional context, and our steps to improve the process going forward.
  

  Your dispute claim has been accepted and resolved, and your account was ************************ for the full amount of the disputed transaction. The $447.40 credit was initially provided as provisional on 3/25/24, but is now considered final and no longer provisional. You should have also received a letter by mail confirming this resolution.
  

  We first received your dispute on January 23, 2024, and issued a provisional credit at that time. In order to pursue the dispute with the merchant on your behalf, we do need documentation to provide to the merchant that supports the claim. When we issue provisional credit, we provide a two-week window for members to send in the requested documents, whether by mail, electronically, or delivered in person. Unfortunately, since we had not received the supporting documentation within that time, the first provisional credit was reversed on February 8.
  

  On March 25, we received the documentation needed, and issued the provisional credit again at that time. The merchant disputed the claim on March 29, and we were able to respond with the documentation you provided. The merchant accepted the dispute on April 4, and we verified that the claim was fully settled by April 12.
  

  Since the time your dispute was first filed in January, we also reversed $100 in overdraft fees and waived an additional six overdraft fees,partially in consideration of your open claim.
  

  I apologize for the frustration and miscommunication you experienced through this process. We are currently working with our partners to revisit the entire dispute resolution process for opportunities to make it faster and easier for members. Your feedback is helpful in that work, including highlighting the importance of confirming at the time the dispute is filed that all contact information is up to date, and providing multiple options to submit documents without requiring a trip to the branch.
  

  If you have any questions, or if there 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:01/31/2024

  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.

  I applied for a loan in the amount of $4,300.00 on Jan. 12th 2024 with Together Credit Union. The issue that I'm having is that there is no payment booklet or bill that will be sent to me for payment. I did contact the credit union for the reason why I would not receive any information for reminding me of the payments. I was informed by the customer service person, that I would not receive any reminder information for billing. The payments are due on the 5th of every month. I did ask why I cannot receive a bill or booklet and was informed that it is the type of loan I received with no explanation. This does not make since. Especially, when the loan if stretched out for 48 months. I was informed to set-up notification on my phone. What if I did not have a phone, then what? I feel that this is very unfair to the customer and is this a fair payment method. I believe that by doing this method of payment sets the customer up for siphoning late fees. The interest is already high, but they want to gouge you for late fees as there is a possibility that a customer can forget and be charges these fees without any type of reminder. Is this a fair practice for paying back this loan? I was also told that I would receive a new account letter and have not received it as of yet.

  Business Response

  Date: 02/07/2024

  Dear Ms. ******, 
  
  Thank you for bringing our attention to your concerns about loan
  coupons and payment reminders. I apologize for the frustration you experienced in
  trying to get information about your new loan. I would like to provide some background
  on our practices, along with other options for payment reminders.
  
  As background, we did stop offering paper loan coupons as a
  standard part of the loan process about five years ago, for a few reasons:
  - As part of our overall move away from sending financial information in the mail to help reduce members’ risk of fraud from intercepted mail delivery.
  - The percentage of members opting for secure online documents and payments reached a point where it was no longer feasible to continue supporting paper coupons for all loans.
  - Members who prefer to receive information by mail would continue to receive the same details shown on the loan coupons in their monthly statements.
  
  As a member-owned, not-for-profit financial institution, we exist
  to serve our members and support their financial well-being, not to profit from
  them. This includes offering a range of tools to help members manage their
  payment schedule and avoid fees. Some options to consider include:
  - Your first monthly statement should have arrived within the last week. This statement includes your payment information and next due date, along with other details of your loan and the credit union mailing address. This can serve as a reliable payment reminder by mail.
  - If you have access to a computer, tablet, or mobile phone, enrolling in online banking is a great choice. Through online banking you can:
  -- See your current loan balance, payment amount, and due date
  -- Select to receive text message or email reminders of upcoming payments
  -- Make loan payments from an account at the credit union or other financial institution.
  -- Securely view your monthly statements
  - You can also find blank payment coupons that can be printed for individual use as needed on our website at *************************************.
  

  For help with these options, or if they are not a good fit for
  your needs, please stop by your nearest branch or give us a call at
  ************ for assistance.
  

  I apologize that we did not more clearly communicate both why we
  no longer send paper coupons, and other options for getting the information and
  reminders you were looking for. We sincerely appreciate your feedback and will
  use it to continue improving service, including how we communicate what to
  expect with a new loan. Thank you again for your membership!
  

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

• Initial Complaint

  Date:01/28/2024

  Type:Product 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 used my debit card for an on line purchase. I never got my product and my money is gone along with a fee for using my **** debit card. For 2 days I called the credit union seeking help and each time was transferred constantly with each telling me a complaint was made or a complaint was not made. I broke down with an anxiety attack. As of today I still don't feel comfortable or safe that a report was taken or that this will be resolved. This is horrific customer service

  Business Response

  Date: 02/01/2024

  Dear ************, 
  

  Thank you for bringing your concerns regarding your debit card dispute to our attention. I apologize for the frustration you experienced in your original calls to file the dispute. I would like to provide an update,along with some additional context and our next steps.
  

  On Monday, January 29, a member of our team reached out to you to learn more about your experience and confirm the dispute details. We were able to provide immediate credit for the full amount of the disputed charge, $31.12.At this time, we have all the information we need, and no further action will be required from you.
  

  After reviewing the records, it appears that in your first calls with our third-party partner who assists with the dispute process, they misunderstood which card was used for the disputed transaction and did not follow up appropriately. We accept full responsibility for ensuring that any partners we rely on provide our members with the same the level of service we expect from our own team. I apologize that we missed the **** in this case and that the process was more time-consuming and frustrating than it should have been. We will address this with our partner as well to help prevent similar experiences in the future.
  

  If you have any other questions or concerns, please contact us at ************, or you can reach me directly at *************************************** Thank you again for your membership.
  

  Sincerely,
  

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

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/18/2024

  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.

  I took the warranty from the car dealer, received a check from them and put it in Together Credit Union,
  
  
  I want them to reach out to the warranty company and let them know they made a mistake and to get my car fixed.

  Business Response

  Date: 01/24/2024

  Dear Mr. *****, 
  

  Thank you for bringing to our attention your concerns regarding your
  warranty request. I understand that you are pursuing a claim to help repair
  your vehicle. I would like to provide some additional information specifically
  regarding the warranty, along with some options for next steps for your
  immediate need.
  

  In February 2023, we received a check for a cancelled warranty
  that had originally been purchased through the dealership when you purchased
  your vehicle. Since the cost of the warranty was financed as part of the auto
  loan, it is standard practice for the warranty company to issue cancellation
  funds to the lender, and for those funds to be applied back to the loan. The
  check was applied to your loan principal, reducing your amount owed
  accordingly.
  

  Our records also show that our team spoke to you in January 2023
  about purchasing a warranty through the credit union’s warranty partner to
  replace the one from the dealership. After the cancellation check was received,
  our team reached out to you twice to complete the steps needed to add new
  warranty coverage. Unfortunately, we do not have a record of a call back to
  continue the process, or a signed agreement for the new warranty, until late
  December 2023.
  

  My understanding is that you filed your claim for repair shortly after
  the warranty was issued in December, but that the claim was denied. Although it
  does not appear from our research that there was any error on the credit
  union’s part, we have asked our warranty partner to take a second look at the
  claim and any additional documentation or history they may be able to provide.
  However, we cannot guarantee a specific outcome. If their decision remains to
  deny the claim, we may be able to consider other financing options to complete
  the repairs to your vehicle. Please give us a call or stop by to discuss these
  alternatives.
  

  If you have any other questions or concerns, please contact us at
  800-325-9905, or you can reach me directly at m***********************. Thank
  you again for your membership.
  

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

  Business Response

  Date: 01/25/2024

  We have received an update from our warranty provider: Although they also show that no signed agreement was in place, they have agreed to back-date the warranty contract Mr. ***** completed in Dec 2023 to reflect coverage beginning 2/24/23, which is the date on which we received the check for cancellation of his dealership warranty. The contract will also reflect the starting mileage of the vehicle at the time of purchase (51,944). We have spoken with the member to relay this information, and expect the update to be processed within 5 business days. Additional time may be needed to fully process the claim.

• Initial Complaint

  Date:11/16/2023

  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 Cu Rewards were not credited to my account, CUrewards at * *** ******** says they sent it to Together and to contact Together. Together Credit Union at * *** ******** was no help.
  Local Together Unoin on Watson Rd St Louis was no help

  Business Response

  Date: 12/06/2023

  Dear Mr. ********, 
  
  Thank you for bringing to our attention your concerns regarding redemption
  of your Together CU credit card rewards points, and your frustrations when
  trying to get help with this matter. I sincerely apologize that we did not
  provide the answers you needed at that time. I would like to provide an update
  on your request, as well as how we intend to use your feedback to improve.
  
  In October 2023, we received your request to redeem approximately
  67,000 CU Rewards points. On 10/31/23, the corresponding credit of $536.00 was
  posted to your checking account. A specialist reached out by phone today to
  verify that this is the full credit you were looking for, and you confirmed
  that it was.
  
  While I’m glad that the points credit was completed as expected,
  we should have been able to provide this confirmation when you originally
  contacted us. Our goal is always to provide clear answers in the moment
  whenever possible, and timely follow-up when further research is needed. I have
  shared this feedback with our teams to make sure they have the right resources
  and training to resolve questions about CU Rewards redemption, know who to
  contact for further assistance, and ensure that members receive timely
  follow-up as needed.
  
  If you have any remaining questions or concerns about your
  rewards, credit card, or account, please give us a call at ************, or you
  can reach me directly at ************************. Thank you again for your
  membership, and for taking the time to share your experience.
  
  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair 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.

  On Tuesday I deposited a check for just over 24k into my checking account without any problems using my phone. a couple of hours later I started conflicting emails questioning whether the deposit was fraud, then processed and then fraud again from the bank. I called them and they had no idea what to do and then transferred me to some ****** youth wannabe in their fraud department, this person did not even know the difference between a credit card accountant and a checking account. I asked to speak to a manager, and she hung up on me. I tried to log onto my account last night and my account my placed-on hold by the bank because I dared ask for a manager. I even provided my current credit card account information, but she refused to assist. I have called multiple times and no one at the bank will assist me to get back into my accounts. I called the number provided to remove the hold multiple times as requested yet no one will actually remove the hold. This is ridiculous and illegal as this is my money.

  Business Response

  Date: 08/25/2023

  Dear ******************, 
  

  Thank you for bringing your concerns regarding your recent experience with your mobile deposit to our attention. I sincerely apologize for the frustrations you encountered with the check hold and other security measures taken on your account, and your experience in trying to resolve them.I would like to provide some additional context and an update on your specific situation, as well as the steps we are taking to ensure a better experience for members in the future.
  

  On 8/15/23, we received your mobile deposit request in the amount of $24,299.00. With all mobile check deposits, we apply additional screening criteria to identify transactions that require further review to help protect both individual members and the credit union from potential fraud. Based on the amount of the deposit, the check source as belonging to a category that is common in fraudulent transactions, and the transaction type as not typical activity for your account, we flagged this deposit for further review. The funds were placed on hold in accordance with our funds availability policy, and we sent an email notification of the hold.
  

  Closer review of the deposit also indicated patterns of online account access and activity that are potential indicators of a fraud attempt.To further protect your account, online access was temporarily suspended and another email was sent requesting that you contact the credit union to confirm that you had authorized this activity.
  

  Unfortunately, when you contacted us as requested, we did not provide the clear explanation and quick resolution that we expect for members in this situation. I apologize. Occasionally, as in your case, our fraud prevention measures do create inconvenience for members in transactions that coincidentally fit a similar profile to fraudulent ones. However, while we are dedicated to protecting the security of our members accounts, we also strive to make it as painless as possible to resolve any items in question. Based on your experience, we are reviewing both our practices and our training with the fraud and contact center teams to make sure that members receive clear,consistent guidance and quick resolution going forward.
  

  At this time, our records show that your funds have been fully released and were used to pay off your auto loan on 8/22/23. If you have any remaining questions or concerns about your account, please give us a call at ************, or you can reach me directly at *************************************** Thank you again for your membership, and for taking the time to share your experience.
  

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

  Customer Answer

  Date: 08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was finally able to get a great employee in the ******* office to help me get back into my account after spending hours on the phone getting zero assistance from anyone in the main branch in ***********. They actually refused to provide any assistance whatsoever. I answered every question they asked and they said that my old credit card was my current one. They accused me of something when I proved the information from my current card. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/22/2023

  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.

  The date of the transaction is 07/18;2023. I returned an item to Walmart which they refunded by putting back the money on my Together Credit Union Debit Card. The money refunded by Walmart which was $67.00 was put back into my account. I contacted Together Credit Union and they were no help at all. The reason that I believe this is a deliberate scam they are doing is that this happened before, only the store that put the refund through was Target.

  Business Response

  Date: 07/28/2023

  Dear Ms. ********,
  

  Thank you for contacting us regarding the recent refund to your
  account expected from Walmart for $67.
  

  Our records indicate that on 7/20/23, a refund posted to your checking
  account (suffix -92) from Walmart in the amount of $67.86. It will appear in
  digital banking and your July statement with the description:
  ********** ** ******** ** *********** ***** ****
  

  Based on the amount and source of the refund, I believe this is
  the transaction mentioned in your message. However, if there was a different
  refund expected, please feel free to reach out to us at your local branch, or
  by calling ###-###-#### and we would be happy to investigate further.
  

  If you normally use our account access by phone service, it is
  possible that the refund may not have been listed in recent deposits when you
  called, since merchant refunds are sometimes categorized in the system as “adjustments”
  rather than deposits. You can confirm the transaction in digital banking by
  looking at your checking account activity for July, checking your July
  statement when it arrives after the month ends, or we would be happy to provide
  a printed copy of the account history at any Together Credit Union branch.
  

  Regarding the previous refund from Target mentioned in your
  message: If you believe that transaction is still outstanding, please give us a
  call or stop by to discuss, along with any detail you can provide regarding the
  date or amount, and we would be happy to investigate.
  

  Thank you again for contacting us. We appreciate your membership. Please
  let us know if there is anything else we can help you achieve!
  

  Sincerely,

  ***** ********
  ********* ********** *** ****** **********

• Initial Complaint

  Date:07/18/2023

  Type:Sales and Advertising 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 recently received a bank account statement for ******************** for an account of which I never opened. When I called to discuss with them, I learned the account was closed (no money in the account). I also learned that they had my social security number! They said they would put an alert on any activity with my account.

  Business Response

  Date: 07/25/2023

  Dear ********************,
  
  Thank you for bringing your concerns regarding the account opened in your name to our attention. We take member account and identity security very seriously. We appreciate your contacting us to let us know that you had not initiated the application so we can help safeguard against any potential fraud through the account. I would like to give you more information about the actions that were taken, along with additional steps you *** want to consider to further protect yourself.
  
  We received an online account application in your name on May 5th.The secure online application process includes identity verification steps that were passed, suggesting that the person who submitted the application had access to your social security number, along with other personal information in order to answer the verification questions correctly.
  
  Once we received the application, our Account Specialist team reached out on 5/5, 5/12, and 5/16 for further verification. This process is another layer of security we use to help prevent fraud. Restrictions are also placed on the account during this time to limit access until the verification is complete. Since we were unable to reach you, a letter was sent on 5/24 with a notification that if we were not able to make contact, the account would be closed on 6/6. We received no response, and the account was closed.
  
  Since the account existed during the statement period ending 5/31,a statement was generated and mailed to your address. After you contacted us to notify us that the account application was not initiated by you, we placed alerts in our records to add protections for the future.
  
  We understand how important it is to guard against identity theft.Given that someone had access to enough personal information to pass the identify verification screening, here are a few next steps I would recommend to help protect yourself:
  - Closely monitor your other account and card statements for any unauthorized activity.
  - If you havent already done so, request a free copy of your credit report from one or all three major credit bureaus at annualcreditreport.com to check for any credit accounts that *** have been opened in your name.
  - Consider contacting the credit bureaus to place a fraud alert or security freeze on your credit.
  
  Thank you again for reaching out. Please let us know if there is anything else we can do to help.
  
  Sincerely,

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

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************