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Business Profile

Credit Union

Guadalupe Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

This profile includes complaints for Guadalupe Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Guadalupe Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints 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:01/19/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      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.



      Regards,



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

      Business Response

      Date: 01/24/2024


      Date: 1/24/2024
      To: ****** **** ***** *******
      From: ***** **************** *************
      Re: Resolution of Your Auto Loan Insurance Concern


      Dear Mr. ****** ** ***** *******,

      I am writing to you on behalf of Guadalupe Credit Union,
      specifically from the office of ***** ***************, President/CEO. We have
      received your complaint filed with the Better Business Bureau regarding the issue
      with your auto loan insurance coverage, and I want to address this matter with
      utmost attention and care.

      First and foremost, I apologize for the confusion and
      inconvenience you experienced regarding the insurance notices for your vehicle.
      At Guadalupe Credit Union, we strive to provide accurate and timely service to
      all our members, and it's clear in this instance, we fell short.

      Upon thorough review, we discovered the root of the issue
      stemmed from the submission of insurance binders rather than the full
      declarations page. This led to a misunderstanding in our system, causing you to
      receive repeated notices despite having current coverage. We acknowledge this
      situation could have been handled more effectively, and steps are being taken
      to improve our processes, including better communication with insurance
      providers like ***** **** to prevent similar occurrences in the future.

      I am pleased to know that **** ****, our Collections
      Supervisor, was able to assist you and that the matter has been resolved to
      your satisfaction. Your feedback has been invaluable in highlighting areas for
      improvement in our services.

      Moreover, we have noted the discrepancy in the lienholder
      address on your policy and are taking corrective measures to ensure all future
      correspondences and declarations are directed appropriately.

      We are grateful for your understanding and patience as we
      worked through this issue. Your experience serves as a learning opportunity for
      us to enhance our services. Guadalupe Credit Union has been committed to
      serving our community since 1948, and it is our continuous goal to uphold the
      trust and confidence our members place in us.

      Thank you for bringing this matter to our attention, and for
      your constructive feedback. Should you have any further concerns or need
      assistance in the future, please feel free to reach out directly.


      Sincerely,


      ***** ***************
      President/CEO
      Guadalupe Credit Union

    • Initial Complaint

      Date:02/13/2023

      Type:Billing 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.

      Complaint: ********



      I am rejecting this response because: I **** ******* and ******** ******* do not agree with what they are saying. First of all we did not receive any mail or emails on this matter. The only way I found out was whne I went to the bank. So we would like you to investigate more for us. i would like to see either the mail or the email they claim they sent to us.


      Regards,



      **** ******* 

       

      [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

      Business Response

      Date: 02/14/2023

      See attached.  According to our records Mr. ********* insurance lapsed so single interest insurance was added.  It is expensive due to the type of insurance.  Thank you. 

      Business Response

      Date: 02/23/2023

      Good Afternoon Mr. *******,

      The attached documents reflect that you were e-mailed on November 30, 2022 regarding the lapse. Your insurance company should have sent you notifications that your payment was due and would lapse on November 17 if payment wasn't received.  GCU does not send notifications until after the lapse occurs.  On December 12, 2022 we received notification that you renewed your insurance on December 9th.  The lapse period is November 17 to December 9, 2022 according to our collateral protection insurance provider.  They charge us for the insurance coverage and we pass on those charges to you per your loan contract.  The letters sent are also attached notifying you of the insurance.  If you provide proof of coverage from November 17 to December 9, 2022 they will then refund the money to us and we will refund to you.  It also appears you opted in for texts on 12/8/2022 and we sent you a text that day as well.

      Thank you,

      ****** ****, President/CEO

    Guadalupe Credit Union is NOT a BBB Accredited Business.

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