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

  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:09/19/2022

  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 went to a local dealership to get a car that was Finance through together credit union. I inform the dealership of place of employment and all other income that I bring in and have a great credit score and they provided that information over to Together Credit Union. I ask Together credit union if I could get a small loan to pay for sales tax, but together credit union inform me I been denied for the small loan but they have an option that will actually have me pay out more money which is not in the best interest for the customer. I decline but then they start saying that I did tell them about my job and how I do ride share, but i did because i told the dealership. Then they started questioning my Tax return by people who are not tax experts and reading everything wrong about my tax return and not understand deductions. Together Credit Union, made up an internal policy just to get me out the loan because they personally feel like I cannot pay for the car. They send a letter to the dealership stating we lied and that they may escalate to claim we damage them some type of way. Together Credit Union do no train employees about how they do not accept people who also do ride share. I call two branches and ask them about ride share and they only response was that I they dont know just come in apply for it and we let you know if approve or not. Together credit union do not inform you any terms or conditions until after you apply and get approve. Together credit union is upset that I made a complaint about how they are not in the favor of the customer and that they do not provide the dealership information about type of applications they accept or do not accept. If they dont train the branch employees about nor they dont have the information online when you do the application, they do not share it with the dealership because its made up. And in the teams and conditions I have it do not say anything about how I cannot ever do ride share as a side job or full time.

  Business Response

  Date: 10/11/2022

  8-10-2022 Applied through dealership stating Supervisor at
  ****** ***** ******** for over 4 years.  Loan approved and funded.
  9-2-2022 Applied for Any Reason Any Season loan  and
  stated he worked for Ride Share
                 
  Tax returns requested to prove out income from Ride Share
                 
  Loan denied
  9-8-2022 Applicant sent email to *** ***** (and others)
  challenging decision and stating he shared all info about being owner of ****** ***** ******** and Ride Share as his income to the dealership.  Applicant
  signed credit application with dealership stating he was Supervisor of ****** ***** ******** and nothing on application showed applicant had additional
  income from Ride Share.
  
  9-14-2022  Attorney sent demand letter to ****** ******** ********* requiring payoff of loan… If CU had known applicant derived
  income as self employed and par of Ride Share – CU would have required proof of
  income and based on information received would have denied the loan as unable
  to prove annual income to support car payment.
  
  We did not accuse him of not telling us the information, we
  stated that the dealer did not inform us as he stated in his email, he had shared
  this information with the Dealership.  Since Ride Share is in essence
  self-employment – we require any self-employed applicant to provide two years
  of tax returns to prove out consistency in their income.
  In reference to his
  comment about the CU not understanding his tax returns, with all of the
  deductions, his last two year tax returns showed a negative income. He
  mentioned he had to make those deductions because he is self-employed. He
  said he was still making payments and covering bills during that time
  period. I agree, we could review this process internally.
  The Internal Policy he
  is referencing is that if we were provided the information that he is
  self-employed, under a rideshare company, we would have asked for more
  information. Also, this statement is in our product guidelines (for autos)
  for our underwriters.
  Attorney sent demand letter to ****** ******** ********* requiring
  payoff of loan. We did not accuse member of lying. Asking dealership what
  information was provided to them by applicant at time of application
  submission.  
  We have continual
  training for branch staff and consistent coaching sessions. When points of
  inaccuracies occur, we coach our teams on appropriate responses or
  processes.
  Terms and conditions he
  is referring to is the loan agreement, after the member agrees with the
  term, rate, amount, etc. that is when the terms and conditions are
  presented. He is looking for internal policies of how we get to an
  approval or denial, internal policies.
  How do I respond? We are
  not upset, but obtaining information, from all parties, on what happened
  in both loan experiences. We need all correct data to make a decision, and
  in this case, we feel there was missing and incorrect information
  presented to us, that lead to this decision and the ramifications of this
  decision… finding out later that he has several different business
  ventures, and we were only presented with one, and no indication that he
  was self-employed.

  Customer Answer

  Date: 10/12/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: my tax return do not show negative income, the negative they see is deductions. My biggest deduction is mileage which will look like to them lost of income but it's not. Like I said before they are not tax documents specialist and obviously don't know how to properly read the full information on tax return if they do they will see that those negatives are deductions only that I can claim like mileage, gas, food and maintenance, which means that I'm getting a portion of that back as refund. I do not owe taxes, I get a refund nice tax return refund. If I wasn't doing rideshare as extra income I will owe taxes so this rideshare was advised by a financial advisor when I ask how can I stop paying taxes every year by me claiming deductions to get a refund so me doing this is beneficial to me financially. You guys are 100 percent wrong in what you did. You 100 percent wrong when reviewing my tax documents. And you did say in your letter and this is a quoted statement from you that I misrepresented my income which means you saying I lied and if I didn't do anything wrong why did you have your lawyer send over a letter stating that. And I was told over the phone ride share is restricted income and legally any restrictions you have you have to disclose that information up front. The restriction was made up because I sent a email to *** in my opinion. So the restriction is fake if it was real everyone would have know about if up front including the dealership because I believe they will not put themselves in a  fraud type of situation and ruin their business name just for $30,000 they do not need your business that bad to do that, nor do I. You are 100 percent wrong. I can support my income with the new loan I'm currently paying 100 dollars a day and already ahead in payments, if I continue to pay 100 dollars a day or $500 a week which is my goal because I make that type of money, the loan can be paid off in a year. But because they are not educated on tax documents or tax deductions or the benefits of multiple steams of income, they believe I cannot make the payments, that's 100 percent their Lost. 

   

  Together Credit Union need to contact the credit bureau and have the hard inquiry removed. They need to inform them they made a mistake with that credit file and need to be removed as soon as possible. If you say you cannot you are lying again you can simply reach out to them via phone, email, regular mail and have it removed and it can be removed if you tell them you made a mistake which you did make a mistake by not telling everyone about rideshare restriction because any "restrictions" a bank have you have to disclose that information and also you made a mistake on reviewing my tax return because you do not understand deductions. I used to work for a bank and was a travel banker a few years ago and I was able to claim mileage deduction which made it look like lost of income because it wasn't, which is something everyone who work for together credit union and may used their personal car for maybe 50 percent work related travel and when you claim that on your taxes it may look like a lost of income but it's not it's just deductions and I'm pretty sure *** can relate to that. It's they same situation with me doing ride share, deductions look like a lost of Income but it's not and the reason why is because it's deductions. You are 100 percent wrong 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/31/2022

  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 financed a **** ***** **** on April 29, 2022 through Together Credit Union (TCU). They have repeatedly called me for my auto insurance information, which I told them was ********** *********. I gave them my policy number and was told they would contact ********** for the documentation they needed. I contacted ********** who stated that the documentation was sent. I continued to get calls from TCU asking for the Insurance information and again being told they would contact **********. I then contacted ********** and had them email the documentation to me and I forwarded the information on to TCU. I get another call from TCU stating they needed my insurance documentation. I received a letter from TCU stating I now owe $6,985.00 for collateral insurance they have acquired on the vehicle. When I called TCU, I was told they received the insurance documentation but it was dated starting on 6/14/22. I informed them that it renewed at that time and that they should have received the documentation showing I added the ***** to my policy in May. I was told my message was emailed to five individuals, but never received a response. I now have received documentation stating they have refunded $5,229 of the premium to my account, but I still owe $1,756 and this amount has been added to my loan amount and I will now owe $764.03 a month for 12 months instead of the contracted amount of $613.91. I do not believe I owe this money and I have not heard from anyone at TCU.

  Business Response

  Date: 09/14/2022

  The member’s loan opened on 4/29/22.   Our
  insurance tracking company, ***** ******** did not receive proof of coverage
  after the loan was booked.
  
  
  6/7/22 Welcome notice from ***** ******** went out to the
  member seeking proof of coverage
  6/14/22 Welcome text from ***** ******** went out to the
  member seeking proof of coverage
  7/5/22 Needing proof of coverage letter from ***** ********
  went out to the member
  7/19/22 Email needing proof of coverage letter from ***** ******** went out to the member
  7/26/22 Final notice needing proof of coverage letter from
  ***** ******** went out to the member
  On 8/10/22 insurance policy information was forwarded to
  ***** ********
  8/11/22 ***** ******** called the member’s insurance company
  and left a voice mail for the agent
  On 8/11/22 ***** ******** faxed the member’s insurance
  company for proof of coverage / additional information
  On 8/17/22 Force place insurance was added $6.985
  On 8/22/22 a current insurance declaration page (proof of
  full coverage) was submitted to ***** ******** – the policy showed it started
  on 6/14/22
  On 8/22/22 A partial force placed insurance refund posted to
  the member’s loan for $5,229
  On 9/1/22 Collection Admin team called the member’s
  insurance company to get a previous declaration page -this was forwarded to
  ***** ********, showing a policy start date of 5/25/22.
  -to obtain a full refund -the member needs to provide proof
  of full coverage from 4/29/22 – 5/24/22

• Initial Complaint

  Date:08/30/2022

  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 gotten a terrible run around with this credit union. I first was told approved for XYZ amount and then come back and told I am approved for much less of the amount. Aftet waiting days to get a response with them. I have had many loans with them and thought established a good rapport with my Loan Officer *******. However this experience was nothing like the test felt attacked asking why I had so many loans and how a I am doing that? What kind of question is that to be asked by a manager? So unprofessional, obviously I am purchasing vehicles. Unprofessional and terrible experience all the way around.

  Business Response

  Date: 09/14/2022

   He had 8 loans so far this year. Between
  myself, *** ****** and direction from ****** ***** it was determined he was
  using us as floor financing and let him know he needed to establish credit with
  us for minimum of 12 months.

  Customer Answer

  Date: 09/14/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:it completely disregards other issues in my complaint and I don’t even know who the message is addressed from. I have not heard of a limit to the number of loans you’re eligible to revive at any other credit union. 

  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:07/14/2022

  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.

  This is the worst credit union thus far! The most absolute worse customer service I have received from any financial institution. They are stealing money if they aren’t doing they’re Job I’ve been in the phone for a month and the bank locations all month back and forth and NO ONE has done their job! I need help and then would like to cancel my entire account after it is resolved, although I’ve explained it over 100 times. It’s ridiculous and I don’t think this institution should be open. Especially **** in customer serve ice he is so very unprofessional.

  Business Response

  Date: 09/22/2022

  Our Fraud dept
  received the paperwork from the member and “Provisional credit was issued on
  7/20.  Member received letter stating provisional credit was posted to
  account.  Fraud dept had to manually initiate the claims with PSCU. 
  There were a few missed opportunities with PSCU that our Fraud dept is
  addressing as well as some coaching opportunities for our agents.