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

  730 Main St Berlin, NH 03570-2431

• 

  Lighthouse Federal Credit Union

  84 Portsmouth Ave Exeter, NH 03833-2109

• 

  Lighthouse Federal Credit Union

  1289 Hooksett Rd Hooksett, NH 03106-1843

• 

  Lighthouse Federal Credit Union

  199 Heater Rd Lebanon, NH 03766-1440

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:05/16/2024

  Type:Product 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.

  10/23/23 insurance cancelled 10/25/23 deposit made 10/25/23 took nap, shooting happened 10/26/23 car wreck happened 11/6/23 email to **** 11/7/23 email to ***** 11/8/23 email to **** 11/28/23 email to **** 1/2/24 email to ********* 1/4/24 email to ***** 1/12/24 email to ***** 2/20/24 email to ***** The phone calls are excluded from this timeline because theres simply too many and this has gone on too long. This report needs to be filed and a resolution needs to be found.My car insurance had a small lapse due to non-payment then shortly after had a wreck and was towed to a local tow yard with a $75/day holding charge. Ive done more than my fair share of due diligence, escalated this through the ********************* since my insurance wasnt reinstated due to an unknown medical condition Ive been navigating. Northeast failed to work promptly and accordingly and seemed to have behaved with a biased because Im a young, female lender with a bad situation. Had NECU representatives considered this situation from a human aspect and complied with their third party companys request in a timely manner who's willing to make an exception to the policy, rather than disregard and make decisions on behalf of *********, this situation wouldve been resolved promptly and not months later with possible real life consequences such as MY drivers license being suspended. This transaction has caused an immense amount of stress and Ive had several sleepless nights with this lingering over my life. Theres been a significant amount of misinformation being conveyed to me the consumer, the third party company TueStage, and the representatives at NECU and it needs to stop and the balances need to be paid. My life has been in a financial ruin since that day and Im fighting a medical outbreak that could have me out of work for a MINIMUM of twelve months. Thats not whats best for me or the communities I live, work, and play in.

  Business Response

  Date: 05/18/2024

  We were informed on 11/6/2023 that due to the lapse of insurance at the time of the accident ********************* denied the members insurance claim. 
  
  We were informed by Trustage, the GAP provider, on 1/5/2024 that anyone who has gap insurance can file a claim but if you don't have primary insurance coverage at the time of the accident that more than likely the claim will be denied.  The member was informed of this by email at that time.
  
  Trustage, the GAP provider, denied their claim stating "after review of the file the claim has been denied. There is no payable benefit as the member did not have insurance on the vehicle at the time of loss. Therefore, we estimated the vehicles actual cash value using NADA ******** retail at the time of loss. This resulted in a negative benefit."
  
  In a separate letter from Trustage, they stated "after careful review on your members benefit activation claim and the facts surrounding it, I regret to inform you that CUMIS ****************** **** must respectfully deny coverage for this loss pursuant to the terms of the Contractual Liability Policy for the following reason(s): A loss for which there is no payable gap or for which there is a negative benefit" 
  
  With no payment being made on the loan since 10/29/2023, and no insurance claims being paid out, Northeast Credit Union began the collection and charge off process for this loan which had resulted in a charge off on 3/31/2024.
  
  Multiple emails and phone calls had been had with the member, explaining the denied claim. 

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ****************************************************************************************************************************************************************** full on the 8th of March. The *** website states to wait till the 13th to see the deposit reflected but it is now the 13th and the bank has no record other than another amount that was not my reflected tax return. Almost 300 dollars of that return is missing and has not been deposited.

  Business Response

  Date: 03/14/2024

  Good afternoon,

  Northeast Credit Union processes deposits as they are received from outside entities within the parameters received of posting timeframe. On 3/7/24, we posted a deposit submitted by the *** to your account. After researching with our ACH team, we have no further pending deposits at this time. If you believe this deposit is incorrect or another deposit should be made, we recommend you contact the *** and/or your tax preparer for further assistance. We have no control over what amount is sent to ** on your behalf or when it is received from outside entities.

  If youre interested in discussing this further, please feel free to contact us at ************ and well be happy to go into further detail. 

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  NECU wants to repossess my car, claiming it's because I haven't bothered reaching out or working with them in regards to my car's past due balance.
  
  On Nov 29th of 2023, I had spoken with someone about refinancing the car, and rolling my charged off loans into one loan, per month. They said they'd reach out to someone in regards to this and get back to me. See attached photo
  
  On Dec 7th, I called and asked about it, got told, once again, someone would reach out to me. No one did. See attached photo
  
  After Dec 7th, people would call but no one would talk
  
  Feb. 16th, 2024 I get a call saying the car is up for repossession because I haven't communicated with them, and the loan is charged off due to non-payment. So now I lose my car AND still have to pay back the balance. The car currently is $3000 to pass inspection, and has lots of external cosmetic damage, along with mold growing inside the car since it's leaked water since day 1 of getting it.
  
  I already told NECU I wanted to keep the car, and I made the approach to THEM about refinancing the car, and no one ever reached out, now I'm being told it's my fault, that I never spoke to them about it, and that they're not going to work with me on it.
  
  At every turn that I try to work with this company, I'm met with disrespect and very little flexibility. When I originally signed up for this loan, I asked for the disability insurance, and it was never done. I asked DOZENS of times for someone to reach out to me in regards to that, and no one ever did. I've been out of work for almost a year now with a sever degenerative spinal disease, and that's EXACTLY why I asked for it, just in case something like this happened. I had a personal loan I got through them that had it, so why wouldn't I get it on a larger loan like a vehicle loan?
  
  I can pay the loan. I'm going back to work in less than 2 weeks, but NECU doesn't care.
  
  NECU drops the ball at every turn, then attempts to blame me for it.

  Business Response

  Date: 02/21/2024

  To whom it may Concern,

  Northeast Credit Union has reviewed the members complaint and their account / loan records. We have found that the member did not opt in for the additional coverages they are referencing when applying for the loan at the dealership. Member did get Warranty and GAP on vehicle however, did not opt to receive the life or disability on the loan.  Between 3/24/23 and 12/27/23 there were 27 voicemail messages left for the member, between 5/25/23 and 2/16/24 member called in and spoke to collections 15 times.  All loan approvals are decisioned based on credit worthiness at the time of application. 
  

  Sincerely,
  Elevated Care Specialist
  Northeast Credit Union
  

  Customer Answer

  Date: 02/22/2024

   
  
  Complaint: ********
   
  
  I do not accept the business's response as a resolution to my complaint because: I understand it says I didn't opt in for the health waiver but I told them specifically that I wanted it.  As for the response of them talking about credit worthiness, that is irrelevant to the fact that I was told someone would call to speak with me about it, and never did, at which point, the loan continued to fall behind until it was charged off.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 02/26/2024

  The originating of the loan and signing of all paperwork was with the dealership you selected. The GAP, Warranty, and any insurance coverages would have been offered and sold through the dealership when you worked with them to purchase the vehicle. The paperwork signed indicates that only the dealerships GAP and Warranty products were chosen when finalizing your purchase with them. 
  
  GAP, Extended Warranty and insurance product offerings are different when obtaining the loan directly with our institution than those separate products the dealership offers from their direct partners.
  
  Regarding your request for someone to contact you in regards to refinancing, Northeast Credit Union reached out and left you 27 voicemails prior to the loan being charged off. After a loan is charged off, we are unable to refinance the loan as indicated by our Collections Department on multiple recorded calls and a new loan would have needed to be applied for and approved by our Underwriting Department.

  Respectfully,

  Jacob L

• Initial Complaint

  Date:02/16/2024

  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 have a fraudulent charge from ****** and they are not investigating thoroughly

  Business Response

  Date: 02/21/2024

  Northeast Credit Union has reviewed this member complaint and their account. The dispute was submitted on December 23, 2023 for two withdrawals from ****** in the respective amounts of $31.98 and $14.99. After further investigation, the dispute was finalized on January 18, 2024 with a decline decision, due to the merchant providing us information that the merchandise was successfully delivered to the member’s address on file.  The merchandise was not returned to the merchant and therefore the dispute decline decision is final. We have provided a letter to the member that if the member would like to investigate this further, they can request copies of the documents we relied on to make our determination or to reach out to the merchant directly to discuss any additional options.

  If you have any additional questions feel free to reach me at 603-559-1656.
  
  Sincerely,
  Latisha H*******
  Elevated Care Specialist
  Northeast Credit Union

  Customer Answer

  Date: 02/22/2024

  
  
  Complaint: *******1
  
  
  
  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,
  
  
  
  ****** ******

• Initial Complaint

  Date:12/27/2023

  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 am writing to express my deep concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, causing significant financial and emotional distress.
  
  In accordance with 15 USC 1681 Section 602, I possess the right to financial privacy, expecting the confidentiality of my information.
  
  Additionally, 15 USC 1681 Section 604(a)(2) emphasizes that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.
  
  I have identified errors on my credit report originating from NORTHEAST CU, adversely affecting my financial well-being. I urgently request the correction of these inaccuracies.
  
  Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.
  
  For your reference, my account details are as follows:
  Account Number: ***********
  
  I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.
  
  Failure to address these concerns may necessitate legal action. I anticipate your timely response and resolution.
  
  Thank you for promptly attending to this matter.
  
  Sincerely,
  ******** *****

  Business Response

  Date: 12/29/2023

  To whom it may Concern,
  
  We have received your complaint and reviewed the loan and
  determined the credit reporting is correct. Here is the information regarding
  your loan:

  Vehicle was assigned for repossession 10/6/2022 after the
  member surrendered it (voluntary repossession), vehicle repossessed 10/20/2022
  and sold at auction 11/30/2023 for $20,800.00.
  

  Principal balance at time of repo $24,566.72.
  

  Remaining balance after vehicle sold at auction: $4606.03.
  

  The collection team attempted several times prior to
  repossession to reach the member.  Letter sent to member to inform her of
  sale and what was due after sale was sent 12/2/22.  The recovery
  attempted several times after the sale to continue collection efforts, call,
  email, texts and letters.
  

  We have reported accurately and followed all guidelines for
  providing your information to the Credit Bureaus. There was no credit card with
  Northeast Credit Union for us to report on, so any referenced guidelines or
  regulations are not applicable. 

  The Member has disputed the credit reporting through the
  Credit Bureaus several times and each time it was confirmed that the reporting
  is correct.

  If you have any additional questions feel free to reach me
  at 603-559-1656.
  
  Sincerely,
  Brandi S****
  Elevated Care Specialist
  Northeast Credit Union

• Initial Complaint

  Date:09/29/2023

  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 charged an insufficient funds fee of $32.00 by the bank multiple times when it places a hold on funds I deposit and when it registers debits to my account before credits. That is, it doesn't recognize my banking deposits as quickly as it does the debits to my account - even when my transactions are in person in the bank lobby or with the drive through Teller and even when i ask that any possible hold on my funds be removed and they be made available for incoming debits to my account. I am charged insufficient funds fees every chance the bank gets. I have been told by the bank service team that it is the banks policy to hold funds, and when requested to only remove two insuff funds fees in a given calendar year if some potential mistake has been made. The bank is happy to offer me other services to keep my account from overdraft, but much of the issue is from policies and practices of the bank and its online system.

  Business Response

  Date: 10/02/2023

  Good afternoon,
  
  On 9/29/23 we received a formal complaint by this member for
  a fee being assessed to his account. The reason the fee was assessed is for
  insufficient funds. With this being his business account, the member has weekly
  payroll processed on Fridays through an ACH service. When these files come in, they
  can be processed any time on the date scheduled.
  
  This member did not have the funds available in the
  account for his payroll, which was processed around 7:45AM. At 9:00AM, when our
  branches opened, Mr. ********** arrived to try and deposit the funds, before
  his payroll was processed. The teller he spoke with did not see the fee and
  advised the member that he was all set.
  
  When the member returned home, he noticed the fee
  through his online banking and called our member care center. The agent he
  spoke with explained why the fee was assessed, but also advised him she would
  make sure it was refunded, as the funds were clearly available after his deposit
  that morning. The member did mention on the call that he would be filing a
  complaint with the BBB, at which point, the agent he was speaking with
  submitted a member concern with our Elevated Care Team, who handles and
  documents all member complaints and concerns.
  
  A member of our Elevated Care Team then reached out to the member after researching the account, phone call and previous interactions
  with our member. They found that the root of the issue was more so the check
  holds being placed on the members remotely deposited checks. Policy does state that
  two business days are the usual hold time for any remotely deposited check (either
  through the online app or ATM) and $500.00 is released immediately.
  
  The member and our Elevated Care representative discussed
  multiple options for avoiding these fee’s, such as overdraft protection, FI to FI (financial
  institution) digital transfers and more timely deposits. The member did not
  find any of these additional options as helpful and continued to state he would
  be looking into other institutions to move his business account to. The
  elevated care representative did refund all his fees from the month of
  September as a courtesy and let him know that his complaint was being logged
  and would also be reviewed by our executive team in their quarterly meeting.
  
  The call was cordial, and the member stated that he has
  had nothing but top-notch service with any of our personnel but felt our 2-day
  holds were affecting his ability to keep those funds available for his payroll and
  our automated system could be improved. 

• Initial Complaint

  Date:05/16/2023

  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 did a withdrawal of $400.00 out of ATM machine on Main Street Concord NH Northeast Credit Union from my account ********* ****** account. The came out and I left it there to look for another card to deposit my $400.00 into my Northeast Credit Union account. The ATM... just suck my money back into the machine and message on screen says, the allowed time to take money was up and I would need to contact financial services. I WENT RIGHT INTO THE CREDIT UNION, which the ATM machine is outside there door and reported it to the representative, which took all the information and said , ATM is not part of the Credit Union, I would have to wait until they do an audit and see it belongs to me and put it in my acc I account. SEAN was his name. He entered all my information. This all happened, May 6th 2023. I have called them, several times and I still have not received my money. Today I receive a message I need to contact my ********* ****** and have them look into it. They stole my money. Please as a priority get them to get me my money back. I am cannot afford to loose $400.00 ??. This was a truck payment now my payment is late and they are calling for their payment. Stressful. I do not have another $400.00 to pay it. Please contact them and request this money be put in my account immediately. I HAVE ATTACHED MY WITHDRAWAL RECEIPT FROM ********* ****** ACCOUNT AND MY WITHDRAWAL FROM NECU $400.00. This has to show in that ATM an extra $400.00 when they do the Audit. Sean M******** the Credit Union Rep. Said they have no idea when the audit will be done. I called last Wednesday and the rep said they pick up money on Thursday so I should get it in my account probably Friday. He called the Concord Branch manager and was told that. Please ?? just want my money.

  Business Response

  Date: 05/17/2023

  To whom it may concern,

  Per our conversation on Tuesday May 16th, we have reviewed the account and we discussed your concern and the next steps necessary to get your funds back. You have been provided with a direct number if you need any further assistance with this matter. 

  Sincerely,

  Brandi S**** 

  Elevated Care Specialist

• Initial Complaint

  Date:12/12/2022

  Type:Order 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 a car loan through NECU. When I signed up, I had asked for the insurance waiver, as I knew something could happen as I had some minor health problems.
  
  I've had issues for the past year and continually get told someone will reach out to me in regards to the missing insurance waiver, yet no one ever does.
  
  I was told by the person I spoke with that I'd be getting the waiver, but it seems it was never applied. I would never get a loan without it, as you can see from my loan history. I want the waiver instated.

  Business Response

  Date: 12/13/2022

  Hello, 

  Northeast Credit Union has reviewed this members complaint and their account / loan records. We have found that the member did not opt in for the additional coverages they are referencing. Member did get Warranty and GAP on vehicle however did not opt to receive the life or disability on the loan. Additionally there are several calls from the Payment Resolution Department to the member and vice versa, all calls were reviewed from August - Present and several were voicemails being left. No call recordings referenced the promise of a "waiver" being sent. 

  For security reasons we suggest you call us at 888-436-1847 for additional details on this research so that you can be fully verified by one of our reps. Thank you.

  Sincerely,

  Northeast Credit Union

• Initial Complaint

  Date:11/17/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have relied on telephone banking, using my landline phone, for quite a few years. It is especially important to me to use this option to pay off any loan/VISA balance as needed. Unfortunately, as the credit bureaus go unchecked in their power, and all manner of businesses use credit ratings in unethical ways, keeping my balance paid so as to be able to get the best rates of auto and home insurance is especially important to me, and other lower income citizens, so we may keep our hard earned high credit scores!
  This week, WITHOUT ANY NOTICE, not by the USPS mail system, or landline phone call, or related voice mail, or even email, NECU saw fit to disable my ability to transfer money or pay off a credit card balance via the telephone banking system, and they took away the customers' ability to speak to a NECU employee over the phone, substituting instead some third party caller center in some unknown state, or perhaps an unknown country? While the call center employee was able to transfer money from my checking account to cover the VISA balance, she, and her supervisor, were unable to find a reason for the disruption in my ability to perform the same transaction via telephone banking. The call center employee said that the supervisor would inform someone of the problem. That was approximately 24 hours ago, and I have heard NOTHING from NECU, and I am still unable, once in the telephone banking system, to transfer money. THIS IS UNACCEPTABLE AND UNETHICAL. Once I am able to travel to the nearest branch, I will be at a teller station asking questions. I hope that NECU will make an effort to contact me NOW and fix this situation.

  Business Response

  Date: 11/18/2022

  Good Morning *****, Thank you for reaching out. Northeast Credit Union did experience an issue with our Telephone Banking, and the ability to make transfers was temporarily unavailable to all members. We worked with our Vendor to get this corrected as quickly as possible and as of 3:45pm last night (11/17/2022) the feature is back up and running. I did call and left you a voicemail with all that information as well.  We are sorry for the inconvenience you experienced due to this issue. If you have any additional questions or concerns please give us a call at 888-436-1847.

  Sincerely,

  Northeast Credit Union Member Services

  Customer Answer

  Date: 11/21/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18416846, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ************

• Initial Complaint

  Date:10/06/2022

  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 am filing a complaint against Northeast Credit Union for fraudulent transactions.
  
  On 10/3/2022 I was charged a $32 fee for "Insufficient funds" on a $20 transaction. Upon looking at the transactions I had more than the $20 in my account. After getting this $32 fee they took out a transaction for Roku on 10/3/2022 for $14.99 that I have called them about on two separate occasions telling them to block the transaction because it was fraudulent resulting in the account to go negative which then resulted in them charging me another $32 fee. On 10/6/2022 I was charged another $20 from Smart Pay because they didn't pay the initial transaction like they said they had which resulted in a $25 fee from Smart Pay because of a bounced transaction. I want a resolution to this. I have called them twice over this, and messaged them on their secure message board twice and they are giving me the run around.

  Customer Answer

  Date: 10/06/2022

  The address to our bank is 694 Columbus Ave, Rochester, NH 03867 

  Address to corporate for that bank is PO Box 1240
  Portsmouth, NH
  03802-1240

  Business Response

  Date: 10/12/2022

  To whom it may concern, 
  
  I have reviewed this complaint and account. The request for a refund was completed in the amount of $64.00 on 10/06/2022, an additional refund in the amount of $64.00 was completed on 10/07/2022 thus refunding the four $32.00 fees charged for insufficient funds. Additionally the two charges from Roku in the amount of $14.99 were refunded on 10/05/2022 and 10/06/2022. Upon review of the account, it was determined that the balance was not sufficient to cover the $20.00 transaction that was attempted on 10/03, resulting in the first $32.00 charge for insufficient funds. 
  
  We have attempted to reach you at the number provided as well as via secure message. If you have further questions or concerns please reach out to Kaitlyn S******** at 603-559-1619 or message us via the secure online banking portal. 
  
  Sincerely, 
  
  Kaitlyn S********
  
  Contact Center Operations Manager

  Customer Answer

  Date: 10/15/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18175969, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******