Complaints

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

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  KEMBA Financial Credit Union, Inc.

  555 Officenter Pl Gahanna, OH 43230-5333

  
• 

  KEMBA Financial Credit Union, Inc.

  PO Box 307370 Gahanna, OH 43230-7370

  
• 

  KEMBA Financial Credit Union, Inc.

  5555 Renner Rd Columbus, OH 43228-8940

  
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  KEMBA Financial Credit Union, Inc.

  1161 S Main St Bellefontaine, OH 43311-1652

  
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  KEMBA Financial Credit Union, Inc.

  4311 N High St Columbus, OH 43214-2609

  

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:07/14/2023

  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 my checking account with Kemba Financial Credit. Pickerington Ohio for several years. I received July10 2 notices my State & School taxes were not paid for 2020. I have my carbon copy of chech#110 fir $366 to Ohio Treasurer of Ohio for $366. I went to bank yesterday & spoke to someone today. There records don go back so now I will have to repay $700 because they are not keeping records long enough. I am going to * * * ***** for copies of my filings. The bank said they did what the can do Please help thank you..the bank also does not have statements for that time frame. I would have noticed I had $700 too much

  

  Business Response

  Date: 07/20/2023

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

  I am contacting you in response to the Better Business Bureau (BBB) complaint #******** you filed on July 15th, 2023.
  

  To summarize your complaint: On July 2nd, 2023, you received notification from the Ohio Department of Taxation that you had not paid your state and school taxes for 2020. You visited the Pickerington Branch on Thursday, July 14th and called us on July 15^th for assistance. Neither of our associates were able to locate the membership and you stated that we advised you that “our records don’t go back that far” and furthermore, our associates did not know how else to assist you. You stated your concern that you would have to make another payment for your taxes.
  

  I want to thank you for your feedback and the opportunity to research and respond to your complaint. After listening to the recorded calls and reviewing your membership records, I am writing to confirm the following:
  

  When you called us on July 15^th, our representative was not able to find your previous membership. You provided the current member number and clarified that the previous membership was in your married name. The purpose of your call was to request copies of checks used for your State of Ohio and school taxes. You said the checks were for tax year 2020 and written in 2021. You also let the representative know your previous name was ******. You said you paid through *** ***** but since it is not tax season, they are not available to assist you.
  

  Later in the conversation you stated that there were two checks, one for $277.00, and the other for $366.00. The representative asked you if the checks were from a different account. You advised the account number should be the same one you provided that is on the bottom of the check copy you were holding. You reminded them the name had changed; however, you previously provided the newest account number, not the one associated with the membership under the name, ******. Due to this information, the associate was not able to locate any checks on that membership for the amounts you provided.
  

  Later the same day, (July 15^th) you submitted a complaint to the BBB of Ohio. Our Member Care Administrator contacted you to see how we could assist. You explained the information and advised us that on your second visit to our Pickerington branch, the Branch Manager was able to assist you, and found the information you needed.
  

  In the conversation, you clarified that the payments were not paid with checks, but through debit card transactions. The transactions were located on the May 2021 statement. You stated this was the information you needed to provide as proof of payment of your taxes. You expressed your frustration that you had to call twice and visit our branch twice to get what you needed, and that you were concerned we did not keep records of your account information for the required time.
  

  Wendy, our Member Care Administrator, apologized for your experience and your frustration. She let you know we would follow up with the appropriate leaders to ensure any needed coaching would take place. She also clarified that we have account records for your previous membership from 2012 until the account was closed in June of 2021.
  

  In addition to your formal complaint, you also shared concerns about an interaction with an employee of the Pickerington branch, and she assured you she would forward the information to the Branch Manager for follow-up. She explained that KEMBA would formally respond to you regarding your BBB complaint with the information and send you a copy of the letter for your records.
  

  Please know that I take all feedback very seriously and thank you for your membership. Should you have any other questions or wish to discuss the situation further, please feel free to contact me at ###-###-#### or ******************.
  

  Thank you for your membership and the opportunity to serve you.
  

  Sincerely,
  

  *** ********
  

  Chief Operating Officer

  
  

  Customer Answer

  Date: 07/31/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ********** *****

• Initial Complaint

  Date:07/10/2023

  Type:Order 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 applied for and accepted an unsecured loan thru Kemba Financial. Since then, I have identified multiple additional charges related to this loan which were not adequately explained to me while applying and accepting the loan. It was made to sound like life insurance was covered with the loan; however, I have received two charges (one for $16.67 on 06/30/2023, and one for $18.32 on 5/31/2023). I am seeking reimbursement for these sneaky charges that were thrown into my loan.

  

  Business Response

  Date: 07/14/2023

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

  I am contacting you in response to the Better Business Bureau complaint #******* you filed on July 10th, 2023.  To summarize your complaint: you noticed two charges were added to your Unsecured Loan balance for  optional insurance premiums: $18.32 in May and $16.67 in June. You wrote that you thought the insurance was  “covered with the loan” and the cost of the coverage was not adequately explained; you are seeking cancelation  of the coverage as well as a refund for the premiums.  

  I want to thank you for your feedback and the opportunity to research and respond to your complaint. After  listening to the recorded calls and reviewing the loan closing documents, I am writing to confirm the following: 

  • 5/01/23 Our Member Services Loan Specialist spoke with you about financing the purchase of a motorcycle.  After discussing the steps you would take to get a loan for a purchase from an individual, it was determined  that a personal (unsecured loan) would be an easier process, and in lieu of that you would look at  dealerships.  

  • The Loan Specialist called back the same day at 12:22pm to go over the unsecured loan terms. During the  discussion of the payment amount, it was stated, “the monthly payment is $235.63 and that does come fully  protected with disability and all that fun jazz in case something happens to you.” He did not specify the  cost. The loan specialist sent the loan documents for your review and agreement on May 1, 2023. You  signed the documents electronically.  

  • On July 10th, you called and spoke with one of our Member Service Representatives. You explained you did  not agree to the optional insurance coverage and were seeking cancelation as well as a refund. The  representative offered to send you a copy of the disclosure where the coverage was agreed to by you, and  stated we would be able to cancel it, however we could not refund previous premiums since you elected the  coverage. The representative offered to send you the cancellation through email.  

  • On July 10th (later in the day), we received notification that you had escalated the concern to the Better  Business Bureau, and we initiated our research into this matter. 

  On July 11th ***** ********, our Member Care Administrator, called you to discuss your concerns. She  apologized and explained to you that we could cancel the optional insurance upon receipt of the signed  cancellation form, and considering the review of the conversations, we would also request a refund for the  premiums that were paid in May and June. You stated this would resolve the matter to your satisfaction,  and that once this was completed you would respond to the complaint accordingly. She offered to send the  form electronically, and you advised you had already signed the electronic document on the 10th.

  ***** confirmed with our Loan Processing Specialist that we had received the cancelation form and  processed the refund of the premiums to the principal balance of your loan. Our Specialist also noticed the  same optional coverage was on your KEMBA VISA line of credit. ***** communicated this to you and sent  the form for cancelation, which was returned by you and processed. We also refunded the $1.73 premium that was charged to the VISA on 12/31/22. You no longer have credit life or disability insurance on your loan  or the VISA. 

  While the terms of the insurance coverage are disclosed on the CL/CD insurance documents you agreed to in  your loan package, we agree that the explanation of the coverage by our loan specialist was not sufficient. For  your understanding, the monthly loan payment amount is structured so that it includes sufficient funds to pay  the insurance premiums during the term of the loan. However, since the premiums are paid to **** ******  ***** (who we partner with for this coverage), they are added to the loan each month, then disbursed to  ****. The total cost for the coverage is disclosed on the insurance forms as $265.46 for the life insurance, and  $465.40 for the disability coverage on this loan. The disclosure also details the cost per $1000.00 of your  monthly loan balance at $0.77 and $1.35, respectively.  

  I apologize for any confusion or concern that resulted from this. We have provided coaching to the associate  involved to prevent a similar situation from occurring in the future, and I thank you for bringing this to my  attention. Please be assured that I take all feedback very seriously and thank you for your membership.  

  Should you have any other questions or wish to discuss the situation further, please feel free to contact me at  ###-###-#### or ******************.  

  Thank you for your membership and the opportunity to serve you. 

  Sincerely,  

  *** ******** 

  Chief Operating Officer 

  cc: BBB of Central Ohio 

  ********* ***** *********** 

  
  

  Customer Answer

  Date: 07/18/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/20/2023

  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 refinanced my vehicle in the summer of 2022. KEMBA has failed to provide me with any documentation and auto my account is not viewable from any platform they provide. I have to blindly make payments to an account without having anyway to view activity or payment history. I cannot view Anything about my loan at all. I have escalatEd this at least once a month and promised that I would be helped. I even went into the branch on more than one occasion. Only to be told it’s a technical problem that would have be resolved over the phone. However the matter never gets resolved over the phone . This is not a honest way to loan money to hide the account so that I can only pay via transfer but have no way to see how my payments are applied. The only place I can even view the balance is the credit report . This has actually caused me to waste countless hours going to the branch and complaining over the phone ! Only for a entire year later for me to have no access to my loan despite my complaints . I have begged over the phone with thier customer service to help me see my loan and they don’t ever resolve my issue . Say they will have someone call me back ! But never fixes anything. I have never taken a loan from Any institution and been kept from viewing loan activity. Seems illegal to me and violation of truth and lending if company cannot show me my loan!

  

  Business Response

  Date: 04/27/2023

   I am contacting you in response to the BBB complaint #******** you filed on April 20, 2023. To summarize your complaint:   

  You refinanced your Auto loan with KEMBA FCU in the summer of 2022 and stated that we did not provide you with any documentation or access to account information since the start of the loan. Therefore, you state that you had no options to view your payments, or the actual balance of the loan, except through your credit reports.

  You stated that you called on multiple occasions and asked for a resolution, visited a KEMBA branch location for assistance as well, and no resolution was provided by the branch.

  First and foremost, thank you for your feedback and the opportunity to address your concerns. I apologize for the inconvenience and frustration you experienced.

  Your loan documents were prepared by us and emailed to you at ************************** on May 18^th, 2022. You reviewed and signed the documents and returned them electronically on May 19^th, 2022. This triggered an automated email to you with a link to access the completed loan documents. They stay available to you whenever you choose to access them through the e-sign portal provided in the email. Please let us know if you have lost access to the email, and we will be happy to send another link.

  Regarding the visibility of your loan in digital banking, we reviewed the calls that you had with our Member Services representatives and agree that you did not receive the assistance you should have; we will ensure the appropriate coaching is provided to all our representatives, so they are aware of the resources available to resolve similar digital banking concerns.

  Additionally, when you wrote to us using our Digital Banking tool on July 29, 2022, our representative provided you with the details to organize your dashboard, rather than to unhide or make visible the loan account.

  When we received a message on August 2, 2022, our representative provided you with the instructions to unhide the loan for your view in digital banking. There were no other messages sent or received in digital banking until this week’s message with our Member Care Administrator.
  

  When we received your BBB complaint on April 20, 2023, our Member Care team realized that you had accidentally “hidden” the account from your digital banking view. Our activity logs show you completed this step on July 9^th via digital banking.

  On April 21, 2023, we sent the instructions to unhide the loan via email as well as through a Digital Banking message and asked you to confirm the instructions worked.

  You were able to “unhide” the loan using these instructions and completed this successfully on April 22, 2023, at 12:56pm.

  Our Member Care Administrator, ***** ********, has reached out to you via email and voicemail to address any other question or concerns. Her contact information is ###-###-#### or *************** or if you would prefer, you can connect with me directly at ###-###-#### or *******************

   Thank you for your membership and the opportunity to serve you.

   

  Sincerely,

   

  *** ********

  Chief Operating Officer

• Initial Complaint

  Date:04/19/2023

  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 was charged $1,157.40 in insurance premiums on a HELOC between June 30, 2022 to present that I was not aware of until looking into it further. During the closing for this HELOC, I was rushed through signing with a rude employee who clearly just wanted us out as quickly as possible. The forms were just put in front of me and I was told to sign. After I was making payments on the loan but the balance was not going down as it should have been, I logged on to review the transactions in more detail and saw the large amounts of money being taken to pay these premiums. I immediately requested that Kemba cancel this completely unnecessary insurance coverage. I promptly filled out the form and sent it in. I had to follow-up with Kemba employee Jayeleah because she never responded stating she received it or would process it. I finally got an answer that the insurance was being canceled, but when I requested the money refunded. she said it would have to go "higher up". When the "higher up" called me, he said sorry, nothing I can do, you signed the form. That was it. I've been a Kemba customer for many years, and clearly they do not care. They just shove you through closings as quickly as possible and, when an issue arises after, I am just forced to pay for it. I attempted to work this out with Kemba directly, but they flat out refused to refund these premiums. I will note that I never used this insurance they charged me for.

  

  Business Response

  Date: 04/27/2023

  ********

  I am contacting you in response to the Better Business Bureau complaint #19957920 you filed on April 19, 2023. To summarize your complaint: your Home Equity Line of Credit (HELOC) was assessed an insurance premium in the amount of $1,157.40 between June 30, 2022, to present. You state that you were not aware of the insurance charge on your loan, you felt rushed during the loan closing, and you had to follow up with our associate to ensure cancelation of the insurance.

  I want to thank you for your feedback and the opportunity to research and respond to your complaint. After listening to the recorded calls and reviewing the loan closing documents, I am writing to confirm the following:

  ·         5/12/22 Call, 12:20PM, 9:24 in length – associate called to confirm details of the loan closing, approved loan amount, rate, due date, payment amount, draw amount, and payment protection - life and disability coverage.

  o   On the outbound call with you, the associate discussed the following:

  §  The variable rate and the approved loan amount.

  §  Associate asks about any planned draws on the loan and shares the introductory 3-month rate from the contract date.

  o   You state that you do not plan to draw any funds until July of 2022 and inquire about checks for the HELOC.

  o   The associate explains the recission or waiting period and states that checks can be printed at the branch once you are ready, and the loan has funded.

  §  Associate discusses the due date, the grace period, the monthly payment.

  §  Lastly, the associate mentions, Payment Protection – Life Insurance or Disability Insurance.

  o   Associate mentions that you can take Life Insurance and/or Disability Insurance, but that both are optional and not required.

  o   Associate explains that there is no premium for the coverage unless there is a draw on the loan.

  o   Associate explains that the premium is based on the amount borrowed.

  o   Associate explains that Disability Insurance is $2.45 per $1,000.00 borrowed and Life Insurance is $1.28 per $1,000.00 borrowed.

  §  Associate states that both are optional and if taken, could be canceled at any time.

  §  You ask the associate if the premium amounts would be charged monthly to the loan.

  ·         Associate confirms that the premiums are a monthly charge.

  ·         You responded that you want the coverage and stated that it is, “a good idea.”

  ·         You indicated in your complaint that you felt the closing was rushed and that time was not provided during the closing to read and understand your documents. During the same call stated above, the associate confirmed the date of the closing to be 5/13/22, the time of the closing to be 11:00AM, the location, and the manager that would be closing the loan.

  o   You inquired about the length of time the closing would take, citing that you would have your children with you.

  §  The associate stated that most closings take between 20-30 minutes, but the time varied depending on any questions that were asked during the closing.

  ·         You asked the associate, “anything that we can do ahead of time to make this closing faster?”

  ·         Our scheduling software confirmed your appointment at 11:00AM and closed the appointment at 11:50AM, indicating that the appointment took longer than the 20–30-minute window provided to you.

  ·         The cancelation form was received on 4/14/23 and has been and processed on your loan. You no longer have credit life or disability insurance on your loan. I apologize if you had to follow up with our staff to complete your ask in a timely manner. We have provided coaching to the associate involved to prevent this from occurring in the future and I thank you for bringing this to my attention.

  While the outcome of this complaint will not result in your desired outcome, as no refund will be provided, please know that I take all feedback very seriously and thank you for your membership.

  Should you have any other questions or wish to discuss the situation further, please feel free to contact me at ###-###-#### or *******************

   Thank you for your membership and the opportunity to serve you.

   Sincerely,

   *** ********

  Chief Operating Officer

  
  

  Customer Answer

  Date: 04/27/2023

   refund was not provided, and this is what I am asking for.
  
  
  
  Regards,
  
  
  
  ********* *******

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair 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 had a CD mature from ******* *** and they offered to renew at the rate of 4.5% but because Kemba FCU sent me a e-mail offering 5.0% for 17 months I decided to take advantage of this higher rate.

  I went into Kemba FCU and requested the 17 month rate at 5.0%. I express to Mr. ****** ***** that ******* was giving me the rate of 4.5% to stay with them but because I wanted to maximize my return with the higher rate I proceded thinking I was getting the higher rate.

  Nothing was said about needing a checking account to receive this higher 5.0% rate. I feel Mr. ***** should have expressed this infomation and allowed me to take my funds back to ******* ***. But he issued a CD at a lower 4.4% and I did not look at the paperwork until I got back home. If I decided to cancel the same 4.4% CD they would charge me a hefty cancellation fee.

  
  Sorry for the rambling I am 82 years old and every penny is needed due to the high cost of groceries.
  
  ***** *****

  

  Business Response

  Date: 04/24/2023

  Thank you for the opportunity to research and resolve our member's complaint. 

  Kind Regards,

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

  Director of Member Engagement

  KEMBA Financial Credit Union

  ###-###-####

  Customer Answer

  Date: 04/24/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/12/2023

  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.

  I had a vehicle loan with this financial institution and I am a Active Duty service member that was deployed for a duration of 1 year. Kemba financial credit union added $4,958.00 to the loan for CPI insurance. Upon speaking with a representative from Kemba they advised if i showed proof of deployment the initial $4958.00 would be reverted. After providing documentation Kemba refused to revert the amount and breaking The Servicemembers Civil Relief Act (SCRA). The vehicle was totaled and insurance paid the loan off leaving account balance with $0. After calling Kemba for the refund of $4,958.00 they have denied to refund the wrongful doing.

  Active duty service members who are deployed may be able to suspend or cancel their car insurance policies without penalty. This is because the Servicemembers Civil Relief Act (SCRA) provides certain protections for service members who are called to active duty.

  
  To suspend or cancel your car insurance policy, you will need to contact your insurance company and provide them with proof of your deployment orders. Your insurance company may also require you to provide a letter from your commanding officer stating that you are authorized to suspend or cancel your policy.

  
  Once you have suspended or canceled your policy, you will need to keep your insurance company updated on your status. If you are released from active duty early, you will need to contact your insurance company and reinstate your policy.

  
  If you are deployed for a long period of time, you may also want to consider storing your car in a safe location. This will help to protect your car from damage and theft while you are away.
  
  
  I also have an email from a representative from the institution that states, if I send the military documentation then they will waive the CPI insurance. And they never did. 

  

  Business Response

  Date: 05/15/2023

  ***************
  
  I am contacting you in response to the Better Business Bureau complaint #******** you filed on April 13, 2023. To summarize your complaint: your vehicle loan with KEMBA had Collateral Protection Insurance (CPI) placed by KEMBA during your deployment, you believe that The Servicemembers Civil Relief Act (SCRA) allows for the suspension of insurance during deployment, you are requesting a refund of $4,958.00, which is the amount of the CPI placed on your loan, for insurance coverage. 
  
  I want to thank you for your feedback and the opportunity to research and respond to your complaint. After listening to the calls, and researching with the insurance provider, I am writing to confirm the following:
  
  • Your credit agreement with KEMBA Financial Credit Union requires that your collateral or vehicle be continuously insured against physical damage losses during the entire term of your loan. Due to acceptable proof of insurance not being provided, to protect our interest in the vehicle, we purchased Collateral Protection Insurance (CPI) at your expense. 
  o CPI was placed on your loan on the following dates:
  ? 10/01/20 – 02/24/21 
  • The cost of the insurance purchased and added to the loan was $4,958.00. Upon successful proof of insurance by you, a refund of $2,975 was provided back to the loan on 02/25/21.
  ? 08/29/21 – 03/06/22
  • The cost of the insurance purchased and added to the loan was $4,230.00. Upon successful proof of insurance by you, a refund of $2,040.00 was provided back to the loan on 04/14/22 but effective 03/06/22. 
  o 01/27/23 – you contacted our associate to inquire about a charge off amount on your credit report totaling $3,444.00.
  ? The associate confirmed that the amount due were fees from the vehicle being picked up due to abandonment. The associate referred you back to our attorney. 
  • The fees were later waived and are not due.
  
  
  o 04/12/23 – 12:45pm - ******** ******** called in to inquire about the vehicle. 
  ? The associate advised that the warranty refund had been received and the vehicle was paid in full. 
  o 04/12/23 – 1:26pm – you advised that you had mailed deployment paperwork and had sent an email advising that you are on active duty and therefore insurance should be waived and asked about receiving the CPI as a refund. The associate read to you a previous email sent to you on 11/29/21, advising you that auto insurance is not part of the Servicemembers Civil Relief Act (SCRA). 
  o 04/12/23 – 2:54pm – you called back, and we advised that we had received your email concerning your insurance information and your understanding. The associate advised that under our agreement, the waiver of insurance was not an option, and that a refund was not due. 
  
  We thank you for your service to our country and understand that the outcome of your complaint is not what you had requested. We take all feedback very seriously, and we are always interested in hearing our members’ concerns to help us improve our service. Where appropriate, we will follow up with the associates involved to provide coaching and feedback on how we could have communicated more clearly. 
  
  If you have any other questions or concerns, feel free to contact **** ******* our Chief Lending Officer, at ###-###-####. 
  
  Thank you for your membership and the opportunity to serve you.
  
  Sincerely, 
  
   
  *** ********
  Chief Operating Officer
  
  *** *** ** ******* ****  
  

  
  

• Initial Complaint

  Date:12/31/2022

  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.

  Received email 12/22/22 informing me that my debit renewal card would not arrive by expiration date 12/31/22 due to supply issues. Said I could wait, I could call and order new card or I could go to branch. I don't have a car and am 78 years old. I called on 12/23 to order a new card to be sent right away. The rep told me that a note on my account said I would receive my card by the 31st after all. To keep my current card number I decided to wait for it's arrival by the 31st. When I had not received it, I called Kemba on 12/30 to see if it was on the way. I was told that there was no way to provide me with that info and that there were no notes on my account as to what I was told on the 23rd. I was told that Kemba does not require it's reps to make notes about calls they receive. They do not document the calls! How can they help with a problem without a running history of problem, promises made, actions taken, etc. I asked to speak to card services. Very nice lady. I advised her I didn't have a car to go into branch. She checked and advised me a new card would be mailed to me that same day from Gahanna office which is not far from my home and would probably have it by 1/4/23. I asked her to note my account of this and she agreed. Because of problems I had had, I called card services 12/31 to confirm my new card was sent. I was advised that they had no way of knowing if a new card had been issued or mailed!! All they had was the note that the rep made that the request for a new card was made. There was no computer they could go to and no one to call to confirm it's been issued or is in the mail! I was also told that when I called on 12/23 Kemba thought the new cards would arrive by 12/31 after all, but that that changed and they didn't notify it's customers cards still on delay. I asked to speak to supervisor. ***** ******** came on. Was rude. Said card was mailed 12/30. How did he know that? Refused to give me corporate email address to lodge a complaint.

  

  Business Response

  Date: 01/09/2023

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

   I am contacting you in response to the Better Business Bureau complaint #******** you filed on January 3, 2023. To summarize your complaint: you received a notice on 12/22/22 from KEMBA Financial Credit Union concerning the timeliness of your renewal debit card, which included options for obtaining a new debit card. You called the call center on 12/23, spoke with an associate who referenced a note on your account that your card was on schedule to arrive prior to the end of December. When the card had not arrived by 12/30/22, you called the call center once again. A different associate assisted you and explained that an update on the card supply issue would delay the card beyond your expiration date of 12/31/22. You spoke to a member of our operations team who requested a card mailed to you from a branch for an expected delivery date of 1/4/23. You inquired about our account notation process and were advised that we do not add detailed notes for each call that is received.

  I want to thank you for your feedback and the opportunity to research and resolve your complaint. After listening to the calls and researching your concern, I am writing to confirm the following: 

  • On 12/23/2022, you called and spoke with an associate.
    • You referenced a letter you received concerning a supply delay with your debit card.
    • The associate stated that Visa and our Vendor were having an issue that impacted all companies that use their service for debit card issuance.
    • The associate references a note on your profile that states the card should arrive by month end.
    • You stated that if the card does not arrive, you would find a ride to the branch to obtain a replacement card.
  • On 12/30/22, you called and spoke with another associate and recapped the prior call.
    • Associate states she sees the note that there is a delay with the card but will check with card services
    • Card services confirmed the delay and the need to visit a branch if a card is needed sooner.
    • This new information leads you to inquire about notes on the account. The associate does not see the banner message that references the information provided to you on 12/23.
    • You inquire about a timeline if a card is ordered on 12/30. The associate states that 3-5 business days is generally our goal, but it may take up to 7-10 business days with the mail due to the holiday.
    • Associate proceeds with card order. You ask if associate is making a notation on the account. Associate explains that we do not notate every conversation.
    • You ask to be transferred to a supervisor to discuss our notation practices but exit the call prior to the transfer.
  • On 12/30/22, you called back about 10 minutes later, spoke with an associate and discussed the two-prior calls. Associate confirms the notation from your prior call.
    • You inquire about a transaction from Amazon and ask again about our notation practices.
  • On 12/31/22, you called to review the prior calls, the notation on the account, and that your card was in the mail.
    • The associate states she can confirm the card order but cannot confirm if it is in the mail. The associate further explains that there is not any tracking on the card.
    • You ask to speak with a supervisor. On the call with the supervisor, you recap the 12/23 call, and then express concerns about KEMBA’s notation practices.
    • The supervisor confirms that the card was ordered on 12/30/22. You express this information to not be true due to your account not having a notation from the prior associate.
    • The supervisor provides *******@kemba.orgYou state that it is your belief that this is not an appropriate email address to lodge a complaint.

   Upon completion of my research and after reviewing the calls, I have determined that there are training and communication opportunities within our team. While each call is not notated, we could have shared that all calls are recorded. This allows us to listen to the calls in their entirety to obtain any information that is needed when we cannot determine the reason for a prior call. Also, all maintenance, such as your card order, is automatically notated on your profile by our core system, without the need of a manual notation from an associate. These automated practices allow us to be more efficient with our members during our calls.

  I apologize for the service issues you experienced when you contacted us to help you resolve your concern. While the card delays were outside of our control, we recognize that our members were still impacted. We take all feedback very seriously, and we are always interested in hearing our members’ concerns to help us improve upon our service. Where appropriate, we will follow-up with the associates involved to provide coaching and feedback on how we could have communicated more clearly and resolved your concerns properly.

  ***** *******, Director of Sales and Member Engagement, has reached out and left a voicemail on January 4^th and 5^th to discuss your concerns. His number is ###-###-####, if you wish to speak to him directly.

   Should you have any other questions or wish to discuss the situation further, please feel free to contact me at ###-###-#### or ********@kemba.org.

  Thank you for your membership and the opportunity to serve you.

   Sincerely,

   *** ********

  Chief Operating Officer

   cc: BBB of Central Ohio 

   

   

  Customer Answer

  Date: 01/13/2023

  Kemba has not resolved the problem of not documenting customer accounts. And this fiasco is not over. I received notice from post office yesterday, 1/12/23, that two letters were being delivered same day from Kemba. Neither had the company name, only it's P.O. box no. In Gahanna as the return address. To add to my distress, the post office is losing my mail. I received one of the two letters. The other appears to be lost. When I opened it, it was another new debit card!  I'm assuming that the other missing envelope also includes a card since the envelopes are identicle. 

   

  I called card services this morning, 1/13, told the rep that I was one of customers who did not receive my renewal card in December and asked how many renewal cards Kemba has mailed to me. She said my card "was sent on 11/17/22". I told her it was not sent and she advised me they're always sent in the month before it expires. I reminded her that  there was a supply issue and they weren't sent. I advised her I received a replacement card on Tuesday, 1/3/23 and now I just received another one and there's possibly a third one floating around who knows where. I asked how many cards she shows have been sent to me and she didn't have that information. It would appear there's no notes on the account and that kemba's systems do not communicate with the third party company that mails the cards. 

  
  

  Now, to Kemba's response to my complaint. Of course it's been whitewashed. And nowhere in it does it say that on every call I advised them that I am elderly, 78, I don't have a car and that I rely on that card for all of my needs via online shopping and by phone. There was no consideration for my circumstances and I have to wonder if this is the corporate attitude towards all seniors and the disabled .  The supervisor that I asked for and spoke to on 12/30/22 was rude. When he came on the line I started to tell him my problem. He rudely interrupted me, and even though the rep told me she had no way of knowing if a card was mailed on 12/29,   said "I already told you the cards been mailed". When I said he hadn't, he said that he said to me when he came on the line, and I'm paraphrasing,  "this is (name) ... how can I help you about the card we've mailed?" I  stuttered, confused, and expressed my concerns because the rep told me she couldn't tell if the card had been mailed. Stunned by his attitude I can't relate the rest of the conversation, but as he spoke he started making noises...if I had to describe it I would say it sounded like a hog eating his slop. It sounded to me as if he was laughing as he spoke. I even asked if he was laughing and did he think this was funny. He denied in grunt, grunt slurp, slurp.  I finally hung up on him.

  
  

  As to my not returning calls to the sales manager after I filed my complaint, first I did not wish to speak to a sales person and secondly I was waiting for Kemba's response to my complaint so that I would have written documentation, something that the company rejects.  Kemba may have recordings of my calls, but that info was not available to any of the reps to assist me in a very distressing problem I was having and in my opinion on compounded the problem. 

  
  

  So. Where we stand now, I had the rep today cancel the extra card I received yesterday. And I still don't know if there's a third card floating around somewhere because Kemba doesn't have a record of the cards that have been sent and can't tell me what mail has been sent to me so that I know if there's a third card.
  
  

  

  Business Response

  Date: 01/20/2023

  Dear BBB of Central Ohio,

  Thank you again for the opportunity to work with our member in order to help resolve her concerns. 

  Kind Regards,

  ****** ********* 

  Director of Member Engagement

  Customer Answer

  Date: 01/23/2023

  The response is an insult and does not address my concerns. There was another message on my voicemail from a sales manager.  Again, I don't want to deal with someone from sales and since Kemba doesn't document on my account there would be no record available to me. I want a letter, a written record, telling me how many cards were mailed out to me in addition to another piece of mail  that Kemba sent and was supposed to be delivered on 12/30 by the post office. The post office lost a total of two. What I did receive was two debit cards with different account numbers. One envelope that's missing I believe to be a third card, because of the return address on the envelope. If so, that puts me at risk for fraud, since the post office lost it. How many cards did Kemba send and how many did the third party contractor send? 

• Initial Complaint

  Date:12/13/2022

  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.

  My car was broken into and my purse was stolen with all my credit cards and debit cards. A police report was filed because it had fraudulent activities. I called Kemba to report the incident and requested new cards and dispute the charges. Kemba responded by saying the purchases were made using a chip. Police report #*********

  

  Business Response

  Date: 12/19/2022

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

  Dear Ms. ****** *****, 

  I am contacting you in response to the Better Business Bureau complaint #******** you filed on December 13,  2022. To summarize your complaint: a dispute filed by on December 2, 2022 was declined after you called and  reported that your car had been broken into and your purse was stolen, along with your debit cards, resulting in  charges not authorized by you.  

  I want to thank you for your feedback and the opportunity to research and resolve your complaint. After  listening to the call and researching the dispute filed on your behalf, I am writing to confirm the following: 

  • On December 2, 2022 you contacted our Virtual Branch to report fraudulent charges on your account due to  your car being broken into and your purse stolen. 

  • The associate that answered your call filed a dispute on one of your accounts which included two fraudulent  charges ($48.00, $63.00). 

  • The associate did not file a dispute on your second account, which included other fraudulent charges  ($40.00, $62.73, $56.70). 

  • The associate did not follow proper dispute procedures, causing the dispute to be declined due to the  information provided by the associate. 

  Upon completion of my research of the call and the submitted dispute, I have determined that the charges were  fraudulent and that a full credit will be provided on your accounts for the above-mentioned amounts, to include  a refund of overdraft fees incurred due to the fraudulent charges.  

  I apologize for the service issues you experienced when you contacted us to help you resolve your concern. We  take all feedback very seriously, and we are in the process of evaluating our dispute process to improve upon  our service. Where appropriate, we will follow-up with the associate involved to provide coaching and feedback  on how we could have communicated more clearly and resolved your concerns properly.  

  Should you have any other questions or wish to discuss the situation further, please feel free to contact me at  ###-###-#### or ******************.  

  Thank you for your membership and the opportunity to serve you.

  Sincerely,  

  *** ******** 

  Vice President of Virtual and Member Services cc: BBB of Central Ohio

  
  

  Customer Answer

  Date: 12/19/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ****** ************