Complaints

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

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  Lighthouse Federal Credit Union

  100 Borthwick Ave Portsmouth, NH 03801-4115

• 

  Lighthouse Federal Credit Union

  PO Box 1240 Portsmouth, NH 03802-1240

• 

  Lighthouse Federal Credit Union

  694 Columbus Ave Rochester, NH 03867-3494

• 

  Lighthouse Federal Credit Union

  1001 Portland Rd Saco, ME 04072-9675

• 

  Lighthouse Federal Credit Union

  730 Main St Berlin, NH 03570-2431

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:04/22/2025

  Type:Sales and Advertising 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.

  So before they switched to lighthouse CU, I was working with them and open accounts under ************ I HAD A SAVINGS ACCOUNT WITH MONEY AND IT SET UP TO DRAW ANY PAYMENTS TO A SECURED $500 LIMIT **** I ALSO COMPLETED A SECURED LOAN NEITHER YIELD IN ANY POSITIVE RESULTS TO MY CREDIT REPORT NOR DID I GET ANY CHANCES OF UNSECURING THE $500 ****. THE BIGGEST CONCERN IS AFTER I THOUGHT MY SAVINGS WAS LINKED FOR THE $500 SECURED **** TO DRAW FROM. I NOTICED A DEROGATORY **** REGARDING A LATE OR MISS PAYMENT. I HAD $200 IN THE SAVINGS ACCOUNT AND THERE WAS $120 BALANCE ON THE SECURED $500 **** SO THE $120 WORTH OF CHARGES SHOULDVE BEEN SATISFIED WITH THE $200 IN THE SAVINGS I THOUGHT WAS LINKED FOR PAYMENT AFTER SPEAKING WITH THE PEOPLE AT THE BANK TO SET IT UP. THIS IS NOT THE **** I HAVE NO CLUE IF THERE WAS A MISTAKE OR NOT THERES GONNA BE NO WAY TO FIND OUT. I DIDNT NOTICE ANYTHING ON MY CREDIT REPORT OF THE SORT UNTIL ABOUT A WEEK AGO. ALSO, I DIDNT KNOW THAT CREDIT BUILDER LOANS SHOWED UP AS SUCH ON CREDIT REPORTS. I THOUGHT THEY REFLECTED AS A NORMAL ACCOUNT. CLEARLY, I ********. THATS NOT REALLY THE ISSUE. THE MAIN ISSUE IS OTHER THAN THE BANK MAKING THE ANNUAL PERCENTAGE. THERE WAS NO POSITIVE REFLECTION TO MY CREDIT IF NOW THEYVE REPORTED NEGATIVE SO I PAID FOR A NEGATIVE REPORT LOL THINK LONG AND HARD BEFORE USING THIS SERVICE AND OR THIS CU.

  Business Response

  Date: 04/22/2025

  We received your complaint regarding credit reporting in regard to the credit builder loan.
  
  The late/missing payments took place on the Secure ************** Credit card for May/June of 2023.
  
  During that time there was a letter sent to you on 05/31/23, a letter on 06/10/23, an email sent on 6/10/23, a letter sent on 06/26/23, and finally the loan was closed due to delinquency after going 60 days past due.
  
  On 3/10/25 we received your dispute of the credit reporting and found that it has been reported correctly as being delinquent and closed.
  
  We are more than willing to answer any questions you have at **************.

  Regards,

  ****** *****
  Elevated Care Specialist

  P. ************

  Customer Answer

  Date: 04/24/2025

  I had my SECURED **** set up to draw from my Savings account to satisfy any Payments for the secured Visa. 
  

  I have a 200 balance in savings Currently at that CU. 

  Out of a $500 secured limit I have 320$ being given back thats being held there. 
  

  Wich means there was a $120 balance charged on the card that could have been covered from the $200 balance. 
  

  so Im not sure what the Derogatory **** is my credit report. 

  Business Response

  Date: 04/29/2025

  Hello *******,

  The savings account that you had setup to make automatic payments towards the **** did not have enough funds in it at the time to cover the minimum payment. 

  The available balance in the savings was $15.00 and the minimum payment due at that time was $20.00

  We attempted to contact you on multiple occasions prior to the **** reporting late and being closed.

  The derogatory marks are for the 2 payments missed in May and June of 2023.

  We are more than willing to answer any questions you have at **************.
  
  Regards,
  ****** *****
  Elevated Care Specialist
  P. ************
  
  

  Customer Answer

  Date: 05/01/2025

  I am asking that the Credit Reporting be edited to reflect it was a SECURED card. Like the loan was. Bascially I prepaid this account. It was 1 accidental missed payment in a secured card. They lost no money. 
  if they arent willing to remove the mark for good faith atleast reflect it was secured account. This process GOT ME NO POSITIVE IMPACT TO CREDIT REPORT. IT MADE IT WORSE IF ANYTHING. 

  Customer Answer

  Date: 05/01/2025

  I am asking that the Credit Reporting be edited to reflect it was a SECURED card. Like the loan was. Bascially I prepaid this account. It was 1 accidental missed payment in a secured card. They lost no money. 
  if they arent willing to remove the mark for good faith atleast reflect it was secured account. This process GOT ME NO POSITIVE IMPACT TO CREDIT REPORT. IT MADE IT WORSE IF ANYTHING. 

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23234636
  
  I do not accept the business's response as a resolution to my complaint because: I feel like it should at least be reflected on my credit report that it was a secured $500 **** if they cant be a good faith effort and one accidental missed payment that was a five dollar difference in my account. My issue was not that the account was closed I thought there was enough money in there, and the fact that it was secured, and I did complete a credit builder loan which the credit builder loan reflected it was secured, which I didnt know was gonna show that on my credit report I thought it was gonna show that it was regular or else I wouldnt of done it. I got no positive impact on my credit score because of it I got no positive impact on my credit score from the ****. If anything I walked away and paid you guys whatever interest for one negative ***** I dont understand why lighthouse CU isnt taking any steps in a positive direction to work with their members or the community if it cant be removed out of good faith, I feel it should be reflected on the credit report that it was secured line of credit for the ****, and the only reason it wouldnt be is because you guys are choosing not to out of whatever personal reasons Ive raised my credit since and this is one of the few negative impacts I have right now, which could make a slight difference thank you
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/01/2025

  Hello *******,
  
  The secured amount of the **** does not make or go towards payments.  It is only taken into account if there is a balance owed and you default on your loan payments to the point that the loan is closed, then they use the secured amount to offset the balance and close the loan.  The delinquencies and derogatory marks on your credit are reflective of the late payments, which did occur, and we attempted to contact you prior to them going 30 and 60 days late as previously mentioned.
  
  The purpose of a credit builder loan and a secured **** loan are both the same, to report to the credit bureau that you can make on time regular payments and pay back a loan balance.   Like any loan, if the payments are made late, they would be reported as such to the credit bureau.

  Regards,
  ****** *****
  Elevated Care Specialist
  P. ************
  

  
  

  Customer Answer

  Date: 05/03/2025

  Why does the credit builder wont stay secured and the **** doesnt?
  

  what Im asking is if Im gonna be stuck with a late payment and I cant be forgiven or have it removed for one this payment would you guys know? Im building my credit and its secured if you can at least put on the profile that the **** was a secured **** thats kind of rude. I understand if you dont want to remove it in good face, but to least reflect that it was secured is what Im asking and I mean, I know you guys wheeled the power thats what you have behind your little desk, but I mean come on.

  I did some research and I believe there is a code that either someone on your right users or is given it to the credit bureaus so it reflected as a secured card thats what Im asking

• Initial Complaint

  Date:04/09/2025

  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.

  Lighthouse CU bought out my vehicle that was leased through ************** (******) in April of 2024. It's a year later and I'm trying to get my car registered...and I can't. Apparently, my loan specialist (no longer working for Lighthouse) never finalized the paperwork and Lighthouse never obtained a title from ** ******. So here I am, unable to drive my car because it is overdue on being registered because I have no application of title to give to the **** I have spoken with Lighthouse several times and they have given me no help but no "wait for them to receive the title". However, turn around time is 45 days. ******** has sent documents to Lighthouse twice over the past few months, with a tracking number proving it was received by Lighthouse...but Lighthouse claims they have nothing. It has now been 10 days since I've been able to drive my car. I'm confused as to why Lighthouse was not dealing with this issue the past year...as they told me, it is not on me but yet now I'm dealing with the issue and it's an intense burden. I'm paying on the car but can't drive it and apparently never received all the final paperwork. I've spoken to several people at Lighthouse, promised several calls back and nothing...i feel as though at this point, I should receive compensation for the time I was not able to drive my vehicle due to Lighthouse CUs negligence with finalizing this deal.

  Business Response

  Date: 04/10/2025

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

  
  We received your inquiry regarding your vehicle title and your interactions with our organization.

  
  On April 4, 2025, you met with a branch associate at our *** office to discuss issues you were experiencing with registering your vehicle. Your concerns were escalated to branch management and other relevant departments on April 7. At that time, we reached out to both ** ******/***** and the State of ************* to assist in locating the necessary documents.

  
  You contacted us by phone on April 8, and your case was escalated to a supervisor in our ******************* A new event was filed at that time regarding your missing title.

  
  As of yesterday, we spoke again by phone to review the tracking information for the documents and to discuss an arrangement to cover a monthly payment on your vehicle, given the inconvenience of not being able to register it. We also discussed potential ways to streamline the registration process.

  
  We sincerely apologize for the lack of communication throughout this process. We are committed to ensuring that no further issues or delays occur. At this point, you have my direct contact information should you need further assistance.

  We consider this matter resolved, pending the receipt of the necessary documents.
  

  Thank you,
  

  **** *******
  Elevated Care
  Lighthouse Credit Union

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23182084
  
  I do not accept the business's response as a resolution to my complaint because: The missing title is still nowhere to be found, nor a application for a duplicate title. The tracking numbers I received all ended up being invalid. I still can't register my car. No one has reached out to me regarding what's going on.
  
  ******** ********

  Business Response

  Date: 04/21/2025

  As of April 18, 2025, we worked with the member in-branch regarding the title. ***** advised that they submitted the duplicate title request to the State of ************* on April 11. The *** received the request and returned the duplicate title to Chase.
  According to the letter provided by the member, ***** indicated that once they receive the title, it may take 710 business days to process the request. At this time, we have not yet received the duplicate title. However, the matter has been escalated to the appropriate parties and will be resolved as soon as the title is received.

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23182084
  
  I do not accept the business's response as a resolution to my complaint because: 

  I have received no phone calls or follow up regarding this issue except my responses through the BBB. I was promised my payment for this month would be covered...It was, but then my autopay still came out so what was the point? This whole process has been ridiculous and if this company had been proactive getting the documents they needed, I wouldn't be dealing with this. This bank has had my loan for over a year. While I appreciate the updates through BBB, it's ridiculous that no one from *** can call me and let me know what's up. I will be finding a new bank for my car loan. This is a joke. 
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/24/2025

  Good morning,

  
  We received the document on April 22 and attempted to contact the member directly to discuss next steps. However, we were only able to leave a voicemail requesting a return call.
  

  We're more than willing to assist further, but due to privacy concerns, we are unable to discuss account-specific details in a public forum.
  

  We will be following up with the member again today in hopes of making direct contact and working toward a resolution.
  

  Thank you,

  ****

  Elevated Care Specialist

  Lighthouse Credit Union 

• Initial Complaint

  Date:03/13/2025

  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.

  On Saturday, March 15, 2025, I went into the ********** Branch to simply get $80. I did not go to the *** as I wanted to get 2 $20bills and 4 $10 bills. While there, I was informed that my credit card was being discontinued. I was asked if I had time to get a new card. I did agree to stay and get the new card. That was a mistake on my part. The atmosphere there is not at all that of a financial institution doing careful business with their clients. It is loud and crowded and the employees talk very fast. Information is not presented in written form. Everything is verbal. It is confusing and leads to errors. I realized later, upon returning home, that I still was unsure of what I had signed up for. Upon further research, if you can call it that when using Lighthouses online website, I had not gotten the credit card that I should have gotten, plus I was now unsure if ANYTHING I had agreed to was what I thought and/or wanted. I did finally call customer service to voice my complaint. They connected me to someone to set up an appointment in the ****************, due to the fact that I said the Rochester Branch would be more conducive to conducting business. Unfortunately, after I arrived at the **************** and waiting for close to 30 minutes (I believe I arrived 10 minutes early for a 10am appointment) I left at 10:20am without seeing anyone. I then went to the Dover branch, and told them I had not gotten the credit card that I should have and asked if I could change it. The teller filled out the paperwork, I signed, and then (the teller was very apologetic and I know it was not the fault of the branch) they told me that there was an issue with changing from an Anchor card to a Navigator card. They filled out an Event form and said someone would contact me. This flaw in the system indicates poor planning and poor management in the levels above branch management.

  Business Response

  Date: 03/18/2025

  Dear ***** ************,
  We received your inquiry regarding your experience at our ********** branch location. You were briefly informed about our ************ discontinuation and given the only option of converting your **** to an Anchor ****, however you were not given the option of converting to the Navigator ****, which is what you would have preferred. We apologize for the level of service and the appropriate coaching opportunities have been submitted for manager review. Since this instance, I have spoken to you on the phone and explained that we can adjust this issue and have since fixed this internally after retrieving a new signed document for the conversion.
  
  We do again apologize for the level of service within the branch communication. Please let us know if you have any more questions or concerns.
  
  Sincerely,
  ******** ********
  ************* Specialist
  Lighthouse Credit Union
  PO Box 1240
  ********************
  

  Customer Answer

  Date: 03/18/2025

   
  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:12/28/2024

  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.

  The business without notifying me of 1. Changing their name 2. That I was late on payments (theyve called in the past, no attempts and when I spoke to them on Thursday, they had the incorrect number). 3. They reported me to the credit bureaus 4. They wont help me with my hardship or removing the derogatory reports. 5. I cannot get a hold of an actual live person to file a complaint with some bureaus and they want to charge me for doing so. They have the most confusing website, the credit union. They wont let me work out a settlement to end this relationship with this institution and their csr called me a liar and was rude to me.

  Business Response

  Date: 12/30/2024

  Dear ****** *****,
  
  We were notified on 12/26/2024 regarding your concerns. A representative from the ************* team reviewed secure messages, collection notes, and calls regarding your concerns. They successfully reached out to you on a recorded line to explain their findings, the credit union did make attempts to notify you of your past due loan, but ultimately it is the responsibility of the member to keep their accounts current and be aware of when payments are due. We are required to report these late payments truthfully and cannot reverse reporting unless it is an error by our institution, which it is not. There was a conversation had about a payment plan, where the representative advised they could get you to our Payment Resolutions to setup a payment plan. You advised you would pay off the accounts and close your membership.
  
  Please let us know if there is anything additional that you require from Lighthouse Credit Union.
  
  Sincerely,
  
  ******** H
  ************* Specialist | *********** Center
  Lighthouse Credit Union
  ********************************

• Initial Complaint

  Date:11/07/2024

  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.

  Hello,I had $88 in my bank account on this past Monday morning. I had two pending transactions, one for $81 and one for $3.99. I had the funds to cover these. Another unexpected charge came through for $80 that somehow superseded these two pending charges, which caused my account to overdraft and made my account -$63. These fees should not have happened because I had $88 in my account and I had a charge for $81 and $3.99 that should have been covered.I explained this to the credit union. While they have been generous with rebates in the past, these fees should not have occurred. I had the money to cover these two transactions. I also never got a call back as requested or an explanation on why an unannounced $80 transaction would come out of my account then there were prior pending transactions for $81 and $3.99. While it may not be a "bank error", it also was not my fault as explained above. Now I literally have no money and the credit union said they won't refund me. Attached is a screen shot. Thank you,****

  Business Response

  Date: 11/15/2024

  To whom it may concern,
  
  On November 12th, 2024, I contacted Mr. ******* regarding his complaint. ********** explained that the charge that came through causing the overdraft was not supposed to come out until a later date. Upon review of the account, Mr. ******* has had issues with merchants taking funds before the agreed-upon date. In the past, we have waived the incurred fees as a courtesy. As a result of the many fees we have waived in the past, I advised Mr. ******* that he will need to reach out to the merchant who is pulling funds early and see if they will reimburse his fees. I offered to provide any documentation he may need to seek reimbursement from the merchant. Mr. ******* understood the credit union's position and will seek reimbursement from the merchant. He has also been supplied with my direct contact information so I can be of assistance if needed. 

  Thank You,

  ****** *****

  Elevated Care Specialist 

• Initial Complaint

  Date:11/07/2024

  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.

  On October 6, I called lighthouse credit union to make my $954 car payment. They took the payment over the phone and charged me a $10 fee and it came out of my account from service ********************************************* on October 7. On November 6, I received notification that I was 30 days delinquent on my car payment from three different credit reporting bureaus. I called lighthouse credit union to resolve the issue and after three calls and 48 hours they still have not been able to locate my last payment. It has been applied to someone elses account and they are not helping me with callbacks or any resolution efforts. All of my credit card interest rates are going to go up because they have falsely reported to the credit bureau that I was missing a payment for over 30 days.

  Business Response

  Date: 11/13/2024

  Dear *****,
  
  Thank you for contacting Lighthouse Credit Union regarding your auto loan payment for account ***********. There was a payment made on October 4, ******************************************* the amount of $944.61. Due to an incorrect loan number being used during this transaction, the payment was not processed correctly. This caused an incorrect credit bureau reporting,showing your account as 30 days past due.
  
  After reaching out to our Accounting team, they were able to correct the error in the system and backdate the payment to reflect October ******. Our Payment Resolution team was also able to correct the incorrect credit bureau reporting, which should be reflected within the next 1-2 credit bureau reporting cycles.
  
  We apologize for the inconvenience, and if you need more information, have questions, or require additional documentation, please do not hesitate to reach back out to us directly.
  
  Sincerely,
  
  ******** ********
  Elevated Care Specialist | Elevated Care
  Lighthouse Credit Union

  Customer Answer

  Date: 11/15/2024

   
  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,
  
  ***** Button

• Initial Complaint

  Date:10/30/2024

  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 paid off my loan and closed my account, but they are not giving me my Title.

  Business Response

  Date: 11/04/2024

  Dear ***** ********,
  
  We have received your inquiry regarding a title for your recreational vehicle and have successfully made contact with you on November 4, 2024. The loan paid off with Lighthouse Credit Union was a recreational vehicle, and at this time Lighthouse Credit Union does not title recreational vehicles as they are not registered for road use. The dealership you worked with to obtain the recreational vehicle, *****************************, should be able to provide you a Certificate of Origin which is the recreational equivalent of a title. Lighthouse Credit Union has sent a letter stating you have paid your loan in full with additional direction provided if you are looking to release the lien with the state. 
  
  Please let us know if you have any more questions or concerns. 
  
  Sincerely,
  ******** ********
  Elevated Care Specialist
  Lighthouse Credit Union
  PO Box 1240
  ********************

• Initial Complaint

  Date:09/24/2024

  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.

  April 4, 2024 Northeast Credit Union, now DBA Lighthouse Credit Union did a hard pull of my credit report without my knowledge or consent. I have a loan for my truck from 2019 but otherwise have made no additional requests for credit lines. Based on information under the Fair Credit Reporting Act (FCRA), they are only authorized to do a soft pull without consent unless there is a court order or subpoena, which Northeast Credit Union did not have.

  Business Response

  Date: 09/26/2024

  Good afternoon,

  
  Northeast Credit Union, DBA Lighthouse Credit Union has reviewed the membership in question and has already been working with the member regarding this credit pull recently.

  
  The member became delinquent on his auto loan with us on 2/29/2024. We processed a notice of this on 3/6/2024 and sent an email to the member on the same day. We then sent another notice of this on 3/11/24 with no response. On 3/19/2024 we called the member at the telephone number on file and left a voicemail requesting contact as it was urgent and sent a physical letter. On 3/22/2024 we sent a text message requesting contact and again on 3/26/2024. On 3/29/24 we left another voicemail stating that it was important to contact us before the account was assigned for further escalation. On 4/3/2024 we left an additional voicemail stating we needed to be contact before noon on 4/4/2024 to avoid this being escalated for repossession.
  On 4/4/2024 we did run the members credit report with a hard pull, for a full picture of where the member may be living, possible phone numbers and possible place of employment,as is within our guidelines when initiating a repossession.
  On 4/24/2024 the member made payments to bring the delinquent loan current and paid to have the repossession removed.
  On 9/17/2024 the member sent an email to one of our *********** Representatives questioning this credit pull and requesting it be escalated for further review. It was then submitted to our ************* Team who initiated an investigation.
  On 9/18/2024,an ************* Representative called the member to discuss their concern and explain why we had pulled his credit. During that phone conversation, the member stated it was illegal to pull said report and demanded we reverse the credit pull by 9/25/2024 or he would be filing a complaint.
  Our ************* Team worked with our ********************* to investigate further regarding our guidelines with the ****. In doing so, we found that within the Limits on Permissible Purpose, we are able to pull reporting to determine an applicants eligibility for credit or insurance, to open a deposit account, or in connection with a review or collection of a members account. Neither the **** or CFPB indicate when you can or cannot do a hard or soft credit inquiry.
  On 9/24/2024 we contacted the member to advise him that the credit inquiry performed does meet the permissible purpose requirements under the *****
  We feel as if we have done our due diligence in researching this and working with the member to try and resolve the issue.
  If there are any additional questions or concerns, we are more than willing to work with the member and can be contacted at ************.
  Sincerely,
  **** *******
  ************* Specialist
  Lighthouse Credit Union

• Initial Complaint

  Date:09/15/2024

  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 used the at this point Northeast credit union app to apply for an Auto loan. I got back a pre-approval statement from them that said I was pre-approved at 0% financing for the car I was looking to purchase. With the pre approval in hand I drove to the car dealership up in *******, *****, when I got there and made the decision to purchase the car, I was told that while I was pre-approved, they would not honor the rate. They were moving the rate to above 7% They could not explain the change other than saying it was a Drive Today car loan program error, nor did they offer to work with me to get a rate that would have been acceptable for both parties. I assumed that 0% was really 0.9% so I was planning on paying some interest. My credit score was 820, and I do have more than enough money to cover the loan in investments. The employee who dealt with me was fairly rude and treated me as if I should have known this was wrong. (I had been car shopping for weeks and was getting 0% offers on new cars, so no, a 0.9% offer on a used car was not out of the realm of possibility.) After this the employee would not answer my phone calls, email me back, or reply in any way until I went above his head and got someone else to get him to reply. He did not give me a new rate or work to rectify the situation in any way. I felt very upset to be treated as such especially by a credit union that swears it cares about its people. I eventually had to go with another credit union as Northeast essentially refused to work with me in any capacity.

  Business Response

  Date: 09/24/2024

  Upon additional research and reviewing the images provided by the member in the BBB complaint, they show that the loan was approved for the requested amount of $24,400 for 60 months with a max approval amount of $30,900.  The interest rate shows as zero because we cannot determine the final interest rate until we know what the year of the vehicle is.  On that same image in the text below it states " Your loan request is approved pending verification of income and collateral."
  
  The members application was submitted on 7/3/24 and they spoke to branch ***resentative on 7/3/24 in regards to the 0% interest rate that was showing.  The member was told that it showed 0% because the rate could not be calculated until the collateral was verified.  There was a holiday on 7/4/24. The member called into ****************** around 1:30pm on 7/5/24 and spoke to a lender.  The member was in contact with branch *** by email after speaking to the lender on the phone on 7/5/24 and had the answer to the interest rate and was given the correct interest rate as well that was quoted as 7.25% for 60 months based on the members credit tier along with the year of the vehicle.
  
  In the BBB complaint our member lists her Desired Settlement as "Finish the Job", I attempted to reach the member by phone on three separate occasions on 9/17/24, 9/18/24, and 9/23/24 and left voicemails.  I emailed the member on 9/18/24 after not being able to reach them by phone trying to clarify what they meant since the notes on the loan application indicate she had gotten a better rate at the dealership.   The member responded with the following:
  
  "Thank you for getting back to me. I would like to have a fair discussion and negotiation to come up with a loan APR.  When this event occurred, Northeast Credit Union stopped working with me. As a result, I was forced to sign up at another credit union to get a car loan. I was very dissatisfied that Northeast Credit Union did not finish the job. I would like to refinance my car loan and see your best rate. If I can not get a refinanced loan, I will likely need to move my finances away from Lighthouse Credit Union, as having my funds split between multiple credit unions does not make sense. "
  
  I sent a follow up email asking additional clarifying questions about their current interest rate and term and what the vehicle was that they purchases so that I could better attempt to get them a comparable quoted interest rate and attempt to get them in touch with a lender for a refinance.

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22289160
  
  I do not accept the business's response as a resolution to my complaint because: This statement "Upon additional research and reviewing the images provided by the member in the BBB complaint, they show that the loan was approved for the requested amount of $24,400 for 60 months with a max approval amount of $30,900.  The interest rate shows as zero because we cannot determine the final interest rate until we know what the year of the vehicle is.  On that same image in the text below it states " Your loan request is approved pending verification of income and collateral.""

  When I applied for the loan I put in the make, model and *** number of the vehicle I was interested in. I also put down that I would make a downpayment on the vehicle. This is where the $24,400 dollar amount came from. This was not a pre-approval for any vehicle, it was a pre-approval for a very specific vehicle. You had all of the information needed before giving out the 0% financing. 

  So, Northeast Credit union did know the make and model and *** number of the car in question.  I had to dig to find the *** number as the car had only come on the market on July 3rd. I had provided them all of the information for the vehicle I was interested, as I was only interested in 1 used car. No others.  If I had not purchased this vehicle I would have purchased a NEW vehicle through another service, such as dealer financing. 

  If they are claiming I needed other collateral I would have been happy to show them my personal brokerage accounts with more than 8x's the loan in savings (No, these are not my 401K or other sources that would be difficult to access.)

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

   

  Business Response

  Date: 10/15/2024

  Thank you for your response, the additional information you provided allowed us to further investigate your complaint with-in another area.

  We have concluded our inquiry and attempted to reach out to you again to resolve this concern.

  We would like to discuss a resolution with you if you would return our calls or email us with a time best to reach you.  

  ****** *****
  Elevated Care Specialist
  Member ***********
  CUNA Certified Credit
  Counselor
  NMLS # *******
  E. *****************************************
  P. ************
  
  **********************************-1240
  ********************************
  
  
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  This company has charged a fee by banking error and is refusing to refund. I have a protection fee against this and am bot able to use apparently. This company needs to have internal investigation as I asked why this would happen and was told another fee would occur if not fixed immediately. I am trying to not seek aid in this and am asking this company to immediately refund the 32 it has incorrectly taken. I will leave this bank and go to another if needed.

  Business Response

  Date: 05/31/2024

  Good morning,
  
  Northeast Credit Union has reviewed the members account, and it seems that the member had spoken to a Team Lead in our ****************** yesterday afternoon, May 30th, 2024, and was advised that we can no longer offer additional fee refunds unless it is due to a Credit Union error.

  Over the last 18 months,we have provided 6 fee refunds to this member due to overdrawing the account.

  The transaction that caused this fee was from an automatic ACH transfer that was processed on 5/30/24 where there were not sufficient funds in the account to process the payment.
  

  At this time, we will stand by the decision not to process any fee refunds unless caused from an error by our institution.

  If the member would like further explanation or additional information,we will be happy to assist them. They can contact our ****************** at **************.

  Sincerely,
  ***********************
  Elevated Care Specialist
  Northeast Credit Union

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21781233
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2024

  No information was shared regarding their rejection of our decision. We would happily assist with further information if a reason for their rejection was shared for us to respond.

  Respectfully,

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