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Business Profile

Credit Union

Northern Credit Union

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:03/29/2024

    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.
    I signed up for a bank account with northern credit union for my child, and somehow I was charged for something called ********. Which I never consented to. I also reported this to the credit union multiple times. And was countuniously charged for this. 9 months had gone by, and I am STILL being charged for this service even after verbally and written requests to have it cancelled after month of it being charged. In total I was charged 90.00 from ********. Which I never consented to. On 3/29 I called the credit union. And spoke to Jennifer. As being advised and she got us in touch with Stacey who was a supervisor. And was able to cancel the policy. However the credit union is now stating they’re unable to credit back what I was charged The 90.00 in total. And would like it all credited back. They were able to remove it from auto pay. But refused to refund.

    Business Response

    Date: 04/12/2024

    April 1, 2024

    Vivian Lewandowski

    384 Cemetery Rd
    North Lawrence, NY 12967
    RE: Complaint Case Number ********

    Dear Ms. ***********

    Please find below summary and resolution activity on your Northern Credit Union account regarding your complaint as described in the above case with the Better
    Business Bureau.

    Summary:
    Below is a summary of the interactions you have had with us:

    8/11/2023 – You contacted us via phone regarding a fee refund due to the charge from ********, which you mentioned that your child accidentally signed up for. We refunded the fee and advised you to reach out to ******** to have this policy canceled as we do not manage this insurance program.

    1/12/2024 – You contacted us via online messages disputing the ******** transactions from July 2023 to January 2024 as you had opted out but continue to get charged. You had also requested a refund of these charges. We responded the same day requesting you contact us to start a dispute process and provided the link for ******** to ensure the policy was canceled.

    2/24/2024 – You contacted us via online messages disputing the ******** transactions from the last seven months (July 2023 to February 2024) due to not consenting to these charges, that you did not want this coverage, and when you attempted to go to the ******** website they could not locate an account using your social security number. Additionally, you shared in this message that you want the charges to stop and a refunded. We responded the next business day, 2/26/24 advising if ******** was unable to assist to please contact us via phone so we may help resolve this concern.

    3/22/2024 – You contacted us via online messages disputing the ******** transactions from 3/5/2024 advising you had called, emailed, and messaged about these charges and wanting to know why you keep getting charged when you have opted out. Additionally, you shared the website for ******** said your account does not exist. We responded the next business day, 3/23/2024 asking you to contact us via phone so we may place a stop payment and dispute the charge.

    3/29/2024 – You contacted us via phone, and we called ******** together. During our conversation with ******** their representative was able to cancel the policy and when you asked for a refund of the charges we were transferred to a supervisor. Their supervisor shared this policy was enrolled via their website, your husband was the beneficiary on the account, and confirmed a welcome packet was sent to your home address. You advised the ******** supervisor that you did not want/ need this coverage and requested a refund for the transactions. The ******** supervisor shared she would place a concern on your behalf, and it could take up to 14 business days to hear back.

    After speaking with ******** you had requested to speak with a supervisor from Northern. During your conversation with us you requested a refund and confirmed the policy was canceled while on the phone with ********. We asked you to provide us time to research the situation and that we would call you back later in the day with a resolution. We had provided a refund on behalf of ******** and when we attempted to call you back, you were unavailable, and we left a voicemail.

    Resolution:
    On March 29, 2024, we were able to
    call ******** together, cancel the policy, and request a refund for the
    transactions that cleared the account. Additionally, on the same day we have credited your account the $81
    while waiting to hear back from ********, which they shared would take
    approximately 14 business days. We have also reached out to ******** on your
    behalf to expedite this process and review for their internal teams. Reflecting
    on the interactions you have had with us through online/mobile messaging we are
    enhancing our process to give our member(s) a call with complex situations such
    as disputes rather than requesting the member to contact us. We do take
    disputes seriously and apologize for the experience you have had during this
    unpleasant situation.

    Please be rest assured, we want to protect you and your finances and are here to answer any questions or assist in any way you need.

    Kindest Regards,

    Bonnie B*******
    VP of Operations

    Customer Answer

    Date: 04/12/2024

    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. 


    After I spoke to the supervisor of Notthern I tried to log on or contact the BBB and revoke my complaint but was unable to. 

    Notthern has been great and resolved my issue. 



    Regards,



    Vivian Lewandowski








  • Initial Complaint

    Date:01/12/2023

    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.
    Business is refusing to grant student loan relief in the amount of ONE (1) month of forbearance despite many months of faithful, on-time payments, likely contravening the wishes and / or directives of the Consumer Financial Protection Bureau and The United States Department of Education.

    Business Response

    Date: 01/31/2023

    The member was denied an additional forbearance as he exceeded 12 months of forbearance allowance as well as previous exceptions.  Attached is a listing of forbearance usage.

    Customer Answer

    Date: 02/01/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


    My forbearance history is immaterial.  The organization, Northern Credit Union, has clear and obvious authority to grant more and should do so in the interest of its consumers.  I am already on a standard payment plan and will not be paying any "pas due amounts" - any such amount(s) should be cleared using one month of forbearance, along with nay late fees.  Given my steady payment history over the last year, this is an extremely reasonable request.



    Regards,



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








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