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:03/02/2023

  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 have a **** credit card with UECU. The monthly payment is $25. Today, 3/2/23, I received a notification from Credit Sesame @ 10:21 am concerning a deliquent account of 30 days. I promptly called the creditor @ 10:34 am to pay the past due amount in addition to this month's upcoming payment. In total I paid $100. I then asked if the late payment remark could be rescinded because I was not aware the account was delinquent. The gentleman got defensive and mentioned I was set up for eStatements and that the notices were there. After following directions I was able to find the eStatements. However, I have a couple complaints. #1: In the past, meaning as recently as 4th quarter of last year, I have been getting phone calls from UECU when my account was a few days past due. I cherished these calls becasue it kept me aware and I always gave them permission to draw money from my external banking account to directly pay the bill, plus a few months extra. I have not received such phone calls from EUCU this year nor have I seen any communication regarding discontinuing this businesss practice.#2: There is inadequate alerting for eStatements. In order to know you have eStatements, you need to login to either the app or online. The statements are there, but you have no way of knowing unless you log on and specifically check. People can get really busy and won't neccesarily have the time to do this. EUCU has our email address and phone number. Why not text or send an email to alert us of new statements? Even better, for those of us who rely heavily upon apps, why not have the app send a pop-up notification?I'm currently setting up my own alerting by using some tools I've found on their site so this won't happen again. If they are commited to unfair business practices then I have to protect myself. However, I ask that they rescind the 30 day late payment as a show of good faith and courtesy as I have never had this problem with them before .

  Business Response

  Date: 04/21/2023

  April 17, 2023 
  

  Dear ******* *****: 
  

  I have researched the complaint received from ****** ******** and can offer the following response: 
  

  Our credit card cycle closes on the 15th of every month. Minimum payments are always due on the 10th of the following month. To keep our members current with their UECU accounts, we already offer the suggestions you made. If you need help with any of the following, please let us know. 
  

  We always send an email notification when the statement is available for download via our online banking platform. Failure to receive this notification may mean that we do not have your most updated email address on file. Our digital banking platform, which includes a user-friendly mobile app, provides an abundance of alert options which our members find helpful in keeping up to date with their loan due dates and balances. We also offer automatic payments which can be established by speaking to one of our Member Service Representatives or by logging into online banking and completing the arrangement yourself. Should your credit card become past due, we will send a past due notice on day 10, and a second one on day 20, however, failure to receive these letters may mean that we do not have your most updated address on file. 
  

  We apologize for the inconvenience and would like to speak further to *** ******** directly to see what we can do to remedy the situation. 
  

  Let me know if I can help with anything else, or if you need more information from the credit union. Please also note that **** ****** retired from Utilities Employees Credit Union last year. 
  

  Sincerely, 
  

  ***** **** 
  VP of Lending