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Business Profile

Credit Union

United Cities Credit Union

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/12/2025

    Type:Billing Issues
    Status:
    Unresolved
    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.
    In June 2024, I experienced a Medical Emergency. I was out of work until 9/2024. I contacted United Citied Credit Union regarding my hardship, reduction in income and the supplemental insurance/ deferment options to cover my loan payments. **** Employee, *** **** took my call and told me I did not have any supplemental insurance coverage. I believed this was inaccurate but **** insisted I had no coverage and ended the call. Immediately after, all my accounts were reported late to Equifax, Experian and Transunion; ruining my credit worthiness. In August 2024, **** called me stating, *** ******* I made a mistake, you have coverage on your Auto Loan but not the other loans. I was beyond distraught as my credit was ruined by this error. After weeks of calling and requesting to speak with a Supervisor, President, CEO of ****, I secured a meeting with Mr. ******* I provided documentation of the hardship this mistake has caused me and my family, Mr. ****** agreed to remove the late payments from the Auto Loan. I asked if a courtesy could be granted regarding the other loan reporting's as all my loans were current prior to my medical incapacitation, Mr. ****** said no. I asked why the Credit Union didn't have any other options available and **** stated, we do but you didn't ask about the deferment option. Federal Laws were implemented requiring all Banking Institutions to have some form of assistance in place for consumers with Medical Hardships but it appears **** selects who receives full transparency. As of the date of this complaint, **** never corrected the reporting's to my credit profile; continuing the ruining of my credit profile. I called **** on March 10, 2025 at 12:23pm and asked why the late payments were not removed as agreed and she stated, she thought it was fixed but she has to look at it. I've filed 6 disputes since 10/2024 and nothing was resolved. I am seeking some assistance with removing these payments and pain and sufferings.

    Business Response

    Date: 03/24/2025

    Better Business Bureau Serving **********
    ************************************
    ******************

    Dear ********* *.


    Thank you for providing **** with the opportunity to respond to this complaint by Ms. ***** ******* a member of this credit union since 5-23-2002 and since that time the member has had at least 13 **** loans comprised of unsecured and auto loans and primarily the former.  At the end of June 2024 Ms. ****** had a ** Mastercard Charge card and 3 outstanding ** loans including a $2.6K vacation loan that she received and closed at our office on 6-20-24 and at that time all of Ms.******* loans were current on these payments.  In July one or more of Ms.******* ** loans became delinquent and Ms. ****** contact a ** member service representative and inquired about debt protection on the loans and was initially informed that there was no coverage on the loans which was subsequently corrected to say that one loan an auto loan did have coverage and that a claim can be submitted at that same time, Ms. ****** was informed that she still had a responsibility to pay the auto loan and that any insurance payments when received would be applied to the loan.  Also, Ms. ****** was informed that the recently closed Vacation loan has disability coverage and that she doesnt qualify given the insures 14-day elimination period.  Ms. ****** only provided information to the insurance company to support her disability,and no information was provided to the ** nor requested to support a financial hardship which was not known to the **.  Ms. ****** had requested a meeting with Mr. ****** UC**s acting CEO and although it was requested earlier that meeting did not occur until in October 2024 due to scheduling conflicts,shortly after that meeting an Emergency loan of $3.5K was approved for and closed with Ms. ******* also Mr. ****** told her as a onetime courtesy the late payments on her car loan would be remove from her credit report for the month of September and October at the time of the loans approval all of the members ** loans were current and the loan was approved with the understanding that it would be paid automatically via Ms. ******* payroll deduction deposits into her ** draft deposit account.  At the time of approval Ms. ******* credit score was fair as had been with the previous ** loan approval in June and in reviewing her credit report it was noted that only one tradeline of the 14 total open and active tradelines on her credit report was on deferred payment status.   Currently all the ** loans are delinquent, and Ms. ****** has cancelled her automatic payroll deduction which she agreed to for each of the loans and for which the interest rate on each of her ** loans were reduced by 25 basis points.  Were a small ** that prides itself on serving the needs of and working with its membership and if Ms. ****** had made a formal request as is required **** would have reacted appropriately and worked with our member as we always have.                  



    Sincerely,
    ******* ******
    CEO

    Customer Answer

    Date: 03/24/2025


    Complaint: 23056717

    I am rejecting this response because:   **** provided the incorrect information.  I am requesting the contact information for the **** President **** ***** to address this matter before I proceed with a small claims court case.  Mr. ****** and his staff need to be held accountable for the misinformation provided.  One late report is as damaging as several.  The reports were not corrected as promised.  Please ensure Mr. ****** provides the previously requested information for the **** President.



    Regards,

    ***** ******

  • Initial Complaint

    Date:10/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 dates of my complaint are two: 10/3/23 for $30 and 10/13/23 for $100. MY problem is that I used Bill *** from my checking account in the above amounts to pay my credit card bill with CreditOne Bank. United Cities Credit Union (UCCU), my bank; processed the transactions, took monies out of my account, but the payments never reached the credit card company. So my account went unpaid!I spoke with agent **** and explained what had occurred with my account on 10/17/23 at 1:27pm. Ms. **** returned my call the next day at 3:15pm and she informed me that tech support will handle the problem. Its been six days and I have heard nothing from tech support nor do I know where my money is. I NEED MY MONEY CREDITED BACK TO MY ACCOUNT IMMEDIATELY. This is poor customer service. They should have ************************ my account first and then resolved the error as is standard bank protocol! Furthermore, if the bank offers a service like Bill ***, then they should be technologically equipped to handle an error immediately!

    Business Response

    Date: 11/06/2023

     I am writing this email in response to the complaint received from one of our members, *************************, complaint #********.  Please see attached copies,  I retrieved from ******* account showing the payments that was made to the merchant in question ( Credit ********* as well as the date and the amount the member requested.  **************** understood his initial request was addressed in which our core processor as well as **** our member service representative had reached out to him regarding the matter.

     

    We are always available by phone or email should any of our members have any questions or concerns.

     

    UCCU consider this matter closed.  Please let me know if we can be of any further assistance.  Have a great day and thank you for contacting United Cities Credit Union.

United Cities Credit Union is NOT a BBB Accredited Business.

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