Complaints

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:12/26/2022

  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 car loan with added car insurance and gap insurance. I notified the loan department manager about an accident I was in. Her name is *** which they refused to give me her last name or id number. She called me and got totally nasty and rude with me over the phone. She then went into the system tampered with some numbers to make my account look past due and ready for collections. She lied and said she filed the car dispute and never did. I had to contact the branch manager where he then filed it a week later after my accident. The branch manager or no one in the bank can tell me what she did to make it look like Im past due. I think this issue should be addressed and she should be fired for going in the system playing with numbers.

  Business Response

  Date: 01/22/2023

  January 17, 2023 
  Dear Member, 
  The following is our response to your concerns regarding the Vehicle Insurance and GAP claims: 
  1) On 12/12/2022 you notified the credit union that you were involved in an accident. Following 
  the 12/12/2022 date, our asset recovery staff was gathering details to file the claim. On 12/19/2022 the claim was submitted to our Collateral Protection Insurance company to be processed. 
  On 12/27/2022 the head of our loan department, *****, communicated with you via email providing the details and status of the claim. 
  On 12/28/2022, ***** spoke with you and advised you that the insurance company deemed the vehicle a total loss. He reviewed late payments along with keeping the vehicle current during 
  this process. 
  On 1/5/2023, *** communicated via email to remove any personal property as the insurance company would be out to pick up the vehicle. 
  In addition to the vehicle insurance claim, a GAP claim will be submitted as well. 
  The following is our response to your concerns of the past due status of your account: 
  1) Your loan account became past due status following payments missed since the last biweekly loan payment received from you was on 11/22/2022. Your loan payments were set up for automatic transfer biweekly upon receipt of your payroll deposit. The last payroll deposit received was on the 11/22/2022 date. 
  A review of your recent loan history shows your loan account was in past due status during the months of August, September, October, and December 2022 which was reflected in your monthly bank statements. 
  Regarding your statement that our staff person was rude and nasty during a phone conversation, this will be reviewed internally within the credit union as this is not the member service experience we strive for. 
  

  Sincerely, 
  Compliance Officer 

• Initial Complaint

  Date:11/09/2022

  Type:Billing 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.

  We purchased a car in May of 2019. The dealership set up a loan with Eagle One FCU. We were notified of a requirement to open an account with Eagle One in order to pay a loan with automatic payments. Because of this, we set up an account with an automatic transfer from our primary banking account into the Eagle One banking account to occur at the beginning of each month. The automatic payments to the loan were set to occur in the last week of every month. Currently, in November of 2022, we received notification of late payments to the loan via mail. We called during business hours and connected with someone who did not comprehend the issue. The subsequent calls to Eagle One's customer service were not answered . Our primary bank's customer service representative confirmed that all of the payments have been made electronically to Eagle One FCU. When logging into the Eagle One account, not only are the two payments missing, but a double withdrawal was taken in August of 2022, which was not initiated by us.Our concerns are, firstly, where did the $561.86 go? Secondly, is this negativity affecting our credit scores?

  Customer Answer

  Date: 12/08/2022

  Hello, 

  
  

  I am writing to update on the complaint id number ******** with Eagle One FCU. A customer service representative contacted us to apologize about their mistake. In their eyes, the issue is resolved. I am still not certain if our credit scores were affected. 

  
  

  Thank you for your attention to this matter.

  
  

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

  Business Response

  Date: 12/08/2022

  December 2, 2022

   

  Dear Member,

  
  The following
  are the details in response to your concerns regarding your auto loan with
  Eagle One FCU.

  
   The deposits from your financial institution
  were received on October 11th and November 9th,
  2022.  Due to an accounting error, the
  deposits did not properly post to your account. 
  As soon as we became aware via your home banking messages, our
  accounting staff were able to identify and post the payments.  The funds in the total amount of $561.86 for
  the months of October 2022 ($280.93) and November 2022 ($280.93) were posted to
  your savings account on 11/10/2022 and then immediately transferred and applied
  to the loan. The manual loan payment reflects as a transfer in the account
  history. 

  
  Regarding the
  payment in August 2022, we received the $280.93 deposit of funds from your
  other financial institution on 8/10/2022. 
  At that time, a manual payment was applied to the loan prior to the
  automatic payment on the 24th of the month.  In error, the manual payment of $482.94
  included all available funds in the savings account at that time rather than
  just the $280.93 monthly payment. 
  Therefore, an additional $202.01 was applied to the loan on 8/10/2022.
   Due to the additional funds applied, currently there is an amount of
  $78.90 due on 12/24/2022.   

   

  We can offer
  the options of the credit union making a one-time only payment of the $78.90 to
  the loan for the month of December, or we can perform a reversal of the payment
  made on 8/10/2022 to apply $280.93 instead of the $482.94 amount.  The
  correction would still be effective for the 8/10/2022 date.  If you would
  like to choose one of these options, please notify Terri K**** @ Extension ***** prior to December 24th, 2022.  If we do not hear
  from you by December 24th, the automatic payment of $280.93 will
  continue to transfer on the 24th of the month as scheduled.

  
  I have
  confirmed that this activity did not negatively affect your credit reporting
  and there were no late payments reported to the credit bureaus.  There was no late penalty charged for the
  delay in the posting of the payments to your loan.  We will be crediting your loan in the amount
  of $3.15 for the interest that had accrued from the date of your September 24th
  loan payment to the November 10, 2022, payment. 
  The interest paid was $47.31, however based on our calculation you
  should have paid $44.16.

  
  On behalf of
  Eagle One FCU, I sincerely apologize for the issues and the member service
  experience that you had with our credit union. 
  Your experience will be brought to the attention of our management team
  and could be used as an opportunity for training purposes.   I hope this resolves your concerns as addressed
  in your letter.

  
  Sincerely,
  Terri K****, CUCE
  Compliance Officer

• Initial Complaint

  Date:09/29/2022

  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 not liable for this debt with EAGLE ONE FEDERAL CREDIT UNION. They did not provide me with the original application like I asked.

  Business Response

  Date: 10/25/2022

  My name is Patricia R********* and I work for Eagle One Federal Credit Union as part of the Asset Recovery Department.

  I reviewed the complaint from ***************  I am not sure where ************** sent her request for a copy of her

  **** CC application but I do have that in front of me and I will send out a copy of this to ************** when you let me know

  that this is what will help resolve the complaint. 

   

  The application was done with the original creditor, *** Federal Credit Union on November 20, 2014.  *** FCU merged into

  Eagle One Federal Credit Union in October of 2017.  ************** has been paying on this **** Credit Card for some time now. 

   

  I have documentation on all of this and will be willing to send all of this along with **** CC statements to ***************

   

  ******************, I wanted to get this email to you since the date of the letter is September 30, 2022, and we just received this week.

   

  Eagle One Federal Credit Union values our relationship with our members, so we would like this to be resolved in a professional manner.

   

  Sincerely,

   

  Patricia R********

  Asset Recovery

  Eagle One Federal Credit Union

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