Complaints

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

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  Palmetto Citizens Federal Credit Union

  1320 Washington St Columbia, SC 29201-3382

  
• 

  Palmetto Citizens Federal Credit Union

  114 Atrium Way Columbia, SC 29223-6301

  
• 

  Palmetto Citizens Federal Credit Union

  312 Blythewood Rd Blythewood, SC 29016-9516

  
• 

  Palmetto Citizens Federal Credit Union

  500 Bush River Rd Columbia, SC 29210-7314

  
• 

  Palmetto Citizens Federal Credit Union

  2100 W Dekalb St Camden, SC 29020-2071

  

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:04/30/2025

  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.

  The Collections Dept of Palmetto Citizens Fed Cr Union debited my checking account for the past due amount of $338.30 on 4/24/2005 representing my Equity Line payment for April 2025.. The account was not set-up or approved by me for reoccurring repayment(s) and is therefore it is up to me to pay on time or within the time committed; 5th of each month or in this case past due after 4/5/2025. My complaint is that the Collections Dept. debited my checking account, arbitrarily, on a day that was convenient for them when there was enough money to cover the payment. There is NO PROOF, accept their internal practice, that my account can be debited without my advisory or approval. After I contacted them about the debit, they advised me that a letter (did not receive) was sent and 2 phone calls were made. These actions do not give them permission to process any charges/debits to my checking account WITHOUT MY APPROVAL. The debit transactions caused hardships and overdrafts for incoming charges after this date. The Collection Dept cannot prove that my Equity Line contract gives them the right to charge my checking account without my permission. They have reversed the charges with acceptable dates for payment, 4/29/2025, however the fact that they have a policy to charge my account at anytime is a totally unacceptable practice and should not be permitted by any financial institution. Their quota, in my opinion, should be not part of the resolution to the problem.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  

  ******* *********,

  We received your correspondence with the Better Business
  Bureau given case # ********. In this correspondence you indicated you had an
  issue with your account at Palmetto Citizens. You stated your past due loan
  payment was debited from your checking account without authorization.
  

  We researched your claim and found the following. We agree
  with your statement regarding your Home Equity Line of Credit (HELOC) – Prime
  Equity loan being past due for the April 5, 2025 payment due date. You signed
  the Open-End Home Equity Credit Agreement and Truth in Lending Disclosure along with the Home Equity Advance Voucher on 2/18/2015. Within these
  documents you agreed to make your payments by the due date each month beginning
  4/5/2015.
  The following is a timeline of events for your past due
  April HELOC payment:
  

  On 4/15/2025 a Collection Notice was sent regarding your past due payment.
  On 4/18/2025 an associate left you a message regarding your past due payment. Their call was not returned.
  On 4/18/2025 a letter was generated and sent regarding your past due payment.
  On 4/23/2025 an associate left you a message regarding your past due payment. Their call was not returned.
  On 4/24/2025 your past due payment was offset from your checking account in the amount of $338.39.
  

  When your past due payment was offset from your checking
  account it was not an arbitrary action taken by the Credit Union. Palmetto
  Citizens has a fiduciary duty to all our member-owners to minimize the
  potential for losses. Additionally, your account is subject to the terms and
  conditions of the account agreement which authorizes our collection efforts. Section
  22 of the "Accounts and Services of Your Credit Union" account
  agreement states:
  

  “22. Statutory and Consensual
  Liens on Shares: By signing a Membership Application and Agreement or other
  agreement conveying a pledge or security interest in shares, or your use of any
  accounts or services, you have given the Credit Union a lien on any and all
  funds (“shares”) in all joint and individual share accounts, together with all
  dividends, regardless of the source of the shares or any individual owner’s contributions. This lien secures any account owner’s joint and individual
  obligations to us now or in the future, whether direct, indirect, contingent,
  or secondary; and has priority over all other claims. You agree that this lien
  is created and/or impressed, as applicable, as of the first date that any
  applicable account is opened with us. This lien secures all debts you owe us,
  including but not limited to those arising pursuant to any loan agreements, or
  under this Agreement, or arising from any insufficient funds item; or fees; or
  costs; or expenses; or any combination or all of the above. You authorize us to
  apply shares to any obligations owed to us if you default or fail to pay or
  satisfy any obligation to us, without any notice to any account owner or other
  party. The Credit Union’s rights are immediate and apply to all accounts.”
  

  The account agreement along with the promises made in the
  original loan contract allow the Credit Union to offset delinquent loan
  payments from available funds in any of your share accounts. Palmetto Citizens
  uses members’ shares on deposit to make loans to borrowers. We must take care
  in lending our members’ funds. When you borrowed other members’ funds you
  signed the agreement to repay the loan under the terms and conditions of the
  contract. The payment was due on 4/5/2025. The loan payment was past due on
  4/6/2025. The extension of a grace period before assessing a late charge does
  not alter the terms you agreed to in the contract to make monthly payments by
  the 5th. Additionally, your credit union does not want you to
  experience the negative consequences of loan delinquency. Our efforts here
  demonstrate our desire to help you keep your loan within the terms of the agreement you signed in 2015.
  

  On 4/29/2025 your account was notated with your preference of
  not offsetting delinquent loan payments. However, the
  Credit Union is not waiving the terms and conditions of any signed agreement
  allowing us to collect borrowed funds. It is our hope that you understand
  our position in this matter and recognize our reasonable accommodation going
  forward.
  We appreciate your long-time membership with Palmetto
  Citizens FCU.  It’s members like you who
  made us who we are today.  It is our
  objective to be your primary financial solutions provider and look forward to
  working with you in the future.

  Regards,

  Palmetto Citizens FCU

• Initial Complaint

  Date:11/07/2024

  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 would like for my car title to be provided to me as my car was paid off in Dec 2021. The bank was supposed to provide my car title as soon as it was paid off and never provided it and now they are holding it because of an account that was closed out over a year after the title was paid. I don’t have a problem paying off the account. I just have a problem with them holding my titleas collateral when my title should’ve been sent a year before the account was closed out.

  

  Business Response

  Date: 11/12/2024

  Dear ***** ******,
  
  This letter
  is in response to your correspondence with the Better Business Bureau given
  case number *******.  In your
  communication, you stated you were trying to obtain the title to a paid off
  vehicle. You stated the title was being held because you owed the Credit Union
  for a loss on your account.

  In response
  to your complaint, we conducted an investigation into your claims. You
  acknowledged in your complaint that you caused a loss to the Credit Union. A
  review of your accounts indicates there is an account which was overdrawn by
  $914.43. The overdrawn account is currently classified as an unpaid loss. As a
  member-owned, not-for-profit financial cooperative we are committed to
  collecting on losses of our members’ funds. Because our members’ funds paid
  financial obligations which you authorized against non-sufficient funds in your
  account, the Credit Union will attempt to collect these funds until repaid in
  full. When you opened your membership account you agreed not to cause the
  Credit Union any loss. Specifically, the Accounts & Services of Your
  Credit Union agreement included the following:

  6.
  Credit Reports, Membership-Account Eligibility, Other Credit Union Services and
  Social Media:
  Membership
  Benefits and Obligations: Upon approval of your application and the deposit of
  any required shares, you become a “member-owner” of this Credit Union. As a
  “member-owner” you are eligible to apply for all Credit Union deposit, loan and
  other financial services, and to vote at all annual or special meetings of the
  membership if you are 18 years of age or older. You have an obligation to the
  Credit Union and all other member-owners to follow the rules established from
  time to time for the use of these services, and not to cause the Credit Union any
  loss.
  

  Additionally,
  on the account signature card which you signed on 10/13/2020 you agreed to the
  following statement:
  

  “All present and future deposits to the
  account(s) designated above secure payment of any account owner’s
  obligations to the Credit Union.”
  

  On the “Loan
  and Security Agreements and Disclosure Statement” to obtain the loan, which you
  signed on 4/5/2021, includes the following:
  

  “Security:
  Collateral securing other loans with the Credit Union may also secure this
  loan. You are giving a security interest in your shares and dividend and, if
  any, your deposits and interest in the Credit Union; and the property described
  below: Camaro 2014 [VIN] Chevrolet”
  

  Our records
  also indicate we do not have a valid mailing address for your account. When the
  Credit Union does not have a valid mailing address, we cannot send important
  communications or, in this case, vehicle titles. The fastest way to update the
  address on your account is by logging in to our online or mobile banking app to
  update your current information. You can also stop by any of our conveniently
  located branches to update your address.
  

  In your complaint you stated you “don’t have a problem paying off the
  account.” The loss you acknowledge is still owed to the Credit Union. Please
  let us know how you would like to proceed with repayment. Once repayment is received,
  we will be happy to provide the title to your vehicle. You can reach our
  Collections Department at 803-252-3838.
  

  With our
  investigation complete and your agreement to repay our member-owners the loss
  you caused, we consider this matter closed and resolved.
  

  Sincerely,
  

  Palmetto Citizens

• Initial Complaint

  Date:09/27/2024

  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 want and need to close out. My CD account. I had the assistant manager. Eric W*********. And a Bank clerk. Name Bre S** ****. Got smart with me. And they seem to be prejudice. They acted as I were not a client or a customer. And told me. I owes them. From another acct. That was charge off yrs ago. But I have been keeping my cd acct. Open and active. I have been ill. Back and forth. And I told them. I have a right to my money. And to close out my account. Then the bank clerk. Ms. S** **** told me. All she could do. Was give me .42¢. Of my money. I told her. I'm closing my account. I need all my money. Someone call the police on me. About me. Trying to close out my account. And get my money. I look very young. To be 45. The assistant manager. When I ask him. He told me. He was 36. I told him. I'm 45. And notice he was being unprofessional. It seems like he got a problem with my color. Instead of me. Prior of someone calling the police on me.

  

  Business Response

  Date: 10/03/2024

  Dear ******* ******,
  
  This letter is in response to your correspondence with the
  Better Business Bureau given case number ********.  In your communication,
  you stated you were trying to withdraw funds from a share certificate. You
  stated the withdrawal was denied due to funds owed to the Credit Union.
  
  We conducted an investigation into the claim made in your
  correspondence. You came in to close a share certificate and spoke with a
  couple of our associates. You stated you could not close the account because of
  funds you owed Palmetto Citizens previously. You claimed our associates were
  unprofessional and you said they even called the police on you.
  
  We conducted an investigation into your claims. We
  determined at the time of your request to close your account you owed the
  Credit Union $641.71. This amount included funds advanced to your account to
  cover transactions you authorized against non-sufficient funds. The funds are
  still owed to Palmetto Citizens. Conveying negative information to you
  regarding your account may have sounded harsh and unfeeling because of your
  current financial situation. We found no evidence of the police being called
  nor any unprofessional behavior by any Palmetto Citizens associates in the
  handling of this matter.
  
  As a member-owned, not-for-profit financial cooperative,
  Palmetto Citizens is committed to treating all members with respect and
  dignity. At all times, we work to resolve accounts in a manner that is in both
  the Credit Union and members’ best interest. The Credit Union followed the
  guidelines in this matter in accordance with the account agreement you accepted
  when you joined Palmetto Citizens on March 26, 2020.
  With our investigation complete we consider this matter
  resolved and closed.
  
  Regards,
  
  Palmetto Citizens

  Customer Answer

  Date: 10/08/2024

  Yes. That $641.09 Been got charge off. I said I went into the bank. To close out my CD account. It's not a share account. No bank. Or financial institution. Have the right to tell a customer that they can not close out there account. Due to another acct. Where that came from. And when it began. I never heard of any such. Yes they were very unprofessional. That was found to be true. Because I never close out my CD account. Those are two different separate accounts. My maturity date last. Was of March of this year 

  Customer Answer

  Date: 10/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes. That $641.09 Been got charge off. I said I went into the bank. To close out my CD account. It's not a share account. No bank. Or financial institution. Have the right to tell a customer that they can not close out there account. Due to another acct. Where that came from. And when it began. I never heard of any such. Yes they were very unprofessional. That was found to be true. Because I never close out my CD account. Those are two different separate accounts. My maturity date last. Was of March of this year 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 10/08/2024

  October
  8, 2024
  
  Dear ******* ******,
  
  In response to your rejection of our
  prior correspondence we have the following information to add. You acknowledged
  in your rejection that you caused a loss to the Credit Union. The status of
  that loss is currently classified as unpaid. A charge off is performed for
  accounting purposes but does not release your obligation to repay the loss. As
  a member-owned, not-for-profit financial cooperative we are committed to
  collecting on losses of our members’ funds. Because our members’ funds paid
  financial obligations which you authorized against non-sufficient funds in your
  account, the Credit Union will attempt to collect these funds until repaid in
  full. When you opened your membership account you agreed not to cause the
  Credit Union any loss. Specifically, the Accounts & Services of Your
  Credit Union agreement included the following:
  

  6. Credit Reports, Membership-Account
  Eligibility, Other Credit Union Services and Social Media:
  

  Membership Benefits and Obligations:
  Upon approval of your application and the deposit of any required shares, you
  become a “member-owner” of this Credit Union. As a “member-owner” you are
  eligible to apply for all Credit Union deposit, loan and other financial
  services, and to vote at all annual or special meetings of the membership if
  you are 18 years of age or older. You have an obligation to the Credit Union
  and all other member-owners to follow the rules established from time to time
  for the use of these services, and not to cause the Credit Union any loss.
  

  Additionally, on the account signature
  card which you signed on 3/26/2020 you agreed to the following statement:
  

   “All present and future deposits to the
  account(s) designated above secure payment of any account owner’s
  obligations to the Credit Union.”
  

  The loss you acknowledge is still owed
  to the Credit Union. Any funds you deposited into any account (including your
  share certificate) on your membership can and will be used to offset the loss
  you caused our member-owners.
  

  Thank you for this opportunity to
  further clarify the matter.
  

  With the additional information
  provided in this letter we consider this matter closed and resolved.
  

  Sincerely,
  

  Palmetto Citizens

• Initial Complaint

  Date:08/01/2024

  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 went to pay the escrow difference to my mortgage and Palmetto citizens who I refinanced through refuse to take the money. Now the difference is being added to my FIXED monthly mortgage

  

  Business Response

  Date: 08/06/2024

  Dear ******* *********,

  This complaint has already been filed with the National Credit Union Administration (NCUA) and will be responded to through that channel. We are currently working on the response.

  Thank you for your patience while this matter is being researched.

  Palmetto Citizens 

• Initial Complaint

  Date:05/08/2024

  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.

  My on time payments were returned .Your repersentative informed me that the company no longer used that payment method. How was I to know? Been sending that way for years! My credit score was depleted by -68 points.My bank made the payments on time!

  

  Business Response

  Date: 05/09/2024

  Re: Better Business Bureau Complaint ********.
  
  Dear ***** ****,
  
  This letter is in response to
  your correspondence with the Better Business Bureau (BBB) given case number ********.  In your communication, you stated your “… on
  time payments were returned.” You also stated we didn’t notify you of changes
  relating to processing loan payments.
  
  From the limited information you provided, we conducted an
  investigation. We determined you have a Visa credit card with us. This account
  has experienced late payments recently.
  

  On April 17, 2024, you made a cash payment of $580 on your
  credit card at our Bush River branch. On April 24, 2024, you contacted us about
  late charges on your credit card. It was during this conversation you were
  reminded of the change in payment address for credit card payments. If you will
  remember you came into our Bush River Branch on June 12, 2023, asking about a
  missing credit card payment. You told us you set up the card payment on your
  **** ** ******* bill payment application on June 1, 2023, for $300. We told you
  we had not received the payment at that time. You then made a $260 cash payment
  to cover your payment due for June 2023. On June 13, 2023, we received your
  **** ** ******* payment of $300 from the former payment lockbox in Carol
  Stream, Illinois. This lockbox for our credit card payments was discontinued in
  September of 2022. We applied the $300 payment to the principal balance on your
  credit card and back dated the payment as if it were received on June 1, 2023.
  

  We agree you were able to mail payments to a Carol Stream,
  Illinois lockbox for years. However, we changed the payment address in
  September 2022. As a courtesy to our members, we worked with the lockbox holder
  for over fifteen months to forward misdirected payments (like yours) to us for
  credit to their account. We issued the necessary notifications of the address change
  and made accommodations well beyond the change to allow all card holders to
  adjust to the new payment address.
  

  You state you were never notified of the changes relating to
  credit card payments. During the second quarter of 2022 we began communicating
  with our credit card holders about upcoming changes. We communicated through
  our monthly statements and our website. We also sent no less than seven direct email
  notifications in September and October 2022 regarding your credit card which;
  six of which were never opened. However, our research shows you did open one
  notification about these changes to your credit card. The email was opened on
  September 8, 2022, at 10:57 AM. Communications from your Credit Union contain
  useful and timely information we want and need you to be aware of.
  

  In your correspondence with the BBB you requested we adjust
  your credit report to remove late payments on your credit card. We understand
  your desire to dispute your record of late payments. The dispute process is an
  important consumer protection. It allows consumers to dispute inaccurate
  information on their credit report and have it removed. The dispute process was
  never intended to remove accurate information contained in a credit report. To
  be clear, we are not in violation of any reporting errors on your loan. We are
  reporting your payment history accurately as required by applicable laws,
  rules, and regulations. A special dispensation was made regarding your account
  and one of the late payments was removed. The extension of a correction to your
  credit bureau file does not imply an error(s) or mistake(s) was/were made in
  the handling of your account.
  

  To be clear, you were notified of the need to change the
  address for your credit card payments.  We made accommodations to process misdirected payments for over a year allowing our card holders to change the payment mailing address. We also extended a courtesy of removing one of the late payments from
  your file.
  With our investigation complete we consider this matter
  resolved and closed.
  

  We appreciate your long-time membership with Palmetto
  Citizens FCU.  It’s members like you who
  made us who we are today.  When you talk
  about “my bank” we assume you were referring to **** ** *******. We would love
  to have the opportunity and honor of you referring to us in that way going
  forward. It is our objective to be your primary financial solutions provider
  and look forward to working with you in the future. Please visit our
  outstanding branch associates to find out how we can meet your financial needs.
  

  Regards,
  

  Palmetto Citizens

• Initial Complaint

  Date:12/08/2023

  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 received a letter stating my account at Palmetto Citizens Credit Union was over drawn for $90 through a cash app that was sent to my wife but I live in Charlotte and have not used that account since May when I went in and paid off my car.

  

  Business Response

  Date: 12/13/2023

  Dear ******* *****,

  We have received your message and are in the process of investigating your issue. After our research is finished we will send a complete response.

  Regards,

  Palmetto Citizens FCU

  

  Business Response

  Date: 12/20/2023

  December 20, 2023
  

  Re: Better Business Bureau Complaint ********
  
  Dear ******* *****,

  We received your message from the Better Business Bureau
  with ID ********. Your concern was relating to an overdraft notice you received
  on your account with Palmetto Citizens. In your communication you stated the
  funds were sent to your wife through Cash App. You also stated you have not
  used the account since you paid off your vehicle loan.
  

  After researching your statements, we found the following.
  On July 24, 2023, a check from the Richland County Treasurer in the amount of
  $83.24 was deposited into your checking account. The funds were withdrawn by
  the joint account holder, Kim Ivory, within two minutes of the deposit. This
  left an account balance of $5.37 in the account. On October 6, 2023, a Cash App
  transaction posted to the account with the following details:
  

  The Cash App sender was initiated
  from ************ / ************@gmail.com.
  The Cash App recipient was received
  by ************ / ************@yahoo.com.
  

  We have both of these email addresses on file for your account.
  

  The transaction overdrew the account where it remained in a
  negative status for an extended period of time, resulting in the closure and
  charge-off of the account. The amount of $76.66 is needed to resolve the issue
  of the negative account. This negative account is not reported to the credit bureau;
  however, it is reported to ChexSystems.
  

  On December 19, 2023, our associate contacted you regarding
  this matter. During the conversation a promise was made to resolve the negative
  account balance at the beginning of January 2024. Once we receive the funds to
  clear this charge-off we will update the status with ChexSystems to reflect the
  payment of the negative account balance.
  

  To be clear, this negative account will not appear on your
  credit bureau report. However, it will remain in ChexSystems reports as unpaid
  until the matter is resolved.
  

  Regards,

  Palmetto Citizens FCU

• Initial Complaint

  Date:10/03/2023

  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.

  On September 22, 2023, I checked my credit score, which had dropped significantly. I then pulled a copy of my credit report and noted that Palmetto Citizens had reported inaccuracies to the credit companies. I have since called and spoken to a customer service representative who stated they did indeed make a mistake. I have sent a certified letter to Palmetto Citizens, emailed and visited the nearest branch in Red Bank, SC branch where I talked to a representative and the branch manager, but the issue still has not been 100% corrected.
  
  My credit report showed that I had a past bill amount of $4 to Palmetto Citizens for automatic bill pay. I do not have any bills with Palmetto Citizens, have not since 2020 and that was paid in full and always timely. Fast forward to 2023, and Palmetto Citizens has started billing me for automatic bill pay when I have no bills with them. I was told that I was enrolled erroneously in bill pay and should not have been charged anything in 2023 when my loan with them was paid off in 2020. The rep removed me from bill pay and refunded the money to my account. The issue is because it showed as me missing a payment, it went to the credit bureau and adversely impacted my credit history.
  
  I’m requesting that my credit history and score be updated, and Palmetto Citizens officially correct their mistake.

  

  Business Response

  Date: 10/06/2023

  Dear ******* ********,
  

  We received your message from the Better Business Bureau with ID ********. Your concern was relating to a loan with Palmetto Citizens on your credit report. In your communication you stated your credit score prompted you to contact us. You also stated you owed $4 for automatic bill pay. You state you were enrolled in the bill pay service “erroneously.” You also state the fees charged for bill pay were refunded to your account.
  
  After researching your statements, we found the following. On December 17, 2019, you affirmatively accepted the terms and conditions of enrollment into the bill pay service and the fees associated with the service. There is no automatic enrollment into this service, and it can only be done by members through online account access on the web or on a mobile device. Your account has since been unenrolled from bill pay and is no longer part of the program.
  
  The lack of funds in your checking account when transactions posted required an advance from your line of credit. A review of your statements would have alerted you to the loan balance. The unpaid loan balance was correctly reported as delinquent to the credit bureaus as no payments were made. When you spoke with our Service Center staff, they refunded the bill pay fees and applied them to the outstanding loan balance. Subsequently we received two disputes through the credit bureaus about the delinquent loan. At the time of these disputes our Collections Department was unaware of your circumstances. Not knowing your unique issue, the disputes were returned to the bureaus confirming the status of the delinquent loan. This is the reason no changes to your credit report were made.
  
  However, because of your unique circumstances we have extended a courtesy regarding the delinquent loan. The status of the loan has been updated with the credit bureaus. This positive update to your credit bureau file should be reflected soon if it hasn’t already.
  
  To be clear, Palmetto Citizens did not mistakenly handle your account. We reported accurate information to the credit bureaus as required by applicable laws rules and regulations. The extension of any courtesy refunds or corrections to your credit bureau file does not imply an error(s) was/were made.
  
  We offer free email or text account alerts to help track the status of account balances and loan due dates. Please log into your online account and visit the “Alerts & Notices” link. In this area you can set up account balance alerts as well as reminders of loan due dates. Again, this is a free service we provide to help you manage your accounts with us.
  Thank you for your long-time membership. It is our goal to be the primary financial services provider to our members. We look forward to helping you with any future financial needs.
  
  Regards,
  
  Palmetto Citizens FCU

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: One of the credit unions is still reporting the account as adverse and in bad standing. I'm requesting that Palmetto Citizens verify the update with the credit untions. I do appreciate Palmetto Citizens for starting the process of getting this changed.  
  
  
  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 10/13/2023

  Dear ******* ********,

  This matter has been referred to the National Credit Union Administration for response. This case is now closed and the response will be sent through their response process.

  Palmetto Citizens

• Initial Complaint

  Date:08/29/2023

  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.

  PALMETTO CITIZENS FCU, is reporting inaccurate information to my credit report. I had a credit card from their bank which hit my credit report for a charge off. I paid every dollar amount back to this bank. The information thats reporting on my credit file is auto lease which is not correct. I personally never financed a vehicle or been a co-signer on any vehicle lease. This is affecting my credit score with the wrong information i called their collecting line and no one wants to help.
  Account number
  ******XXXXX

  

  Business Response

  Date: 09/01/2023

  Dear ********* ******,

  Thank you for your inquiry. We are looking into the matter and will provide a complete response once our investigation is complete.

  Regards,

  Palmetto Citizens FCU

  Customer Answer

  Date: 09/05/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:07/18/2023

  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.

  In May 2022, I purchased/financed a vehicle from BMW of Columbia. After about a month of service with the original lender, I opted to refinance the car with Palmetto Citizens. The individual that I worked with during that time was Leigh P****. Although, Ms. P**** is no longer with the organization, my relationship with her was awesome and trustworthy. During the refinance, to finalize the process, Ms. P**** asked if I had GAP Coverage. I informed her that I purchased with BMW and she stated that I did not need to get GAP since I already had one in place. She never informed me that the GAP coverage would not transfer over. So, we processed the paperwork as such. Fast forward to November 2022, I was involved in an accident with the vehicle and the vehicle was totaled. After the vehicle was totaled for roughly 74,000 with a remaining balance of $1700.00. After speaking with Ms. P**** about the remaining balance, she insisted that I reach out to Truist about the GAP Coverage. Truist informed me that the coverage was cancelled when Palmetto Citizens purchased the loan. Further conversations with Ms. P**** took place about her not properly informing me of such. She did apologize and stated that she could have asked more probing questions. So, to rectify the situation, Ms. P**** informed me that if I were willing to come back, the 1700.00 dollars would be used to purchase GAP with Palmetto Citizens. On July 17, 2023, when I visited the location to speak with Ms. P****, I was informed of her sudden passing and would be contacted by another manager/assistant manager (Nick J*****). Mr. J***** contacted me and stated to me the following: When we purchase loans from other institutions, we usually buy everything with the loan. Therefore, we would have paid for the GAP coverage. When I attempted to reach back out to him to discuss this statement, he would not take my calls. On July 18, 2023, another manager from a local branch contacted me to discuss.

  

  Business Response

  Date: 07/21/2023

  July 21, 2023
  
  RE: Complaint ID ********
  
  Dr. ******* *********
  
  Dear Dr. *********,
  
  This letter is in response to
  your correspondence with the Better Business Bureau of South Carolina Columbia
  given case number ********.  In your
  complaint you stated that you formed a relationship with one of our team
  members and found it “awesome and trustworthy.” We appreciate this sentiment
  and strive to achieve this level of relationship with all our members.
  
  In your complaint you also stated
  you financed your vehicle with Truist and had purchased a Guaranteed Asset
  Protection (GAP) policy. You assert we “purchased” the loan from Truist. The
  complaint also states you were involved in a vehicle accident in November of
  2022 and the vehicle was deemed “totaled” with insurance covering roughly
  $74,000 of the loan balance which left roughly a $1,700 balance remaining. When
  you inquired about the remaining loan balance you claim we didn’t properly
  explain the status of your GAP coverage when you refinanced your loan with
  Palmetto Citizens.
  
  Our research into your
  complaint shows the following. When Palmetto Citizens refinances a loan from
  another financial institution, we are only paying off the loan balance owed on
  the vehicle to secure our lien. A refinance is not classified as a loan
  purchase and does not reflect a new servicing relationship from the original
  lender. Contractual agreements (including GAP) with the original lender are
  satisfied and are no longer in effect once we can secure our lien on the refinanced
  vehicle. Once you refinanced your vehicle with Palmetto Citizens this created a
  new loan agreement which you entered into on July 22, 2022. The financed amount
  did not include the purchase of a new GAP policy with Palmetto Citizens.
  Without GAP coverage in effect at the time of a vehicle accident there is a
  risk of personal auto insurance not covering the entire loan balance.
  
  On July 20, 2023, one of our team members spoke
  with you to help resolve the remaining loan balance. An offer was extended to
  you which would have resulted in a loss to the credit union. As a
  not-for-profit, member owned financial cooperative we have a fiduciary duty to
  all our member-owners to minimize losses. A loss of the credit union is equally
  shared by all our member-owners. You rejected the offer we made to resolve the
  remaining loan balance and we consider this matter closed with a remaining
  balance on your loan.

  

  Business Response

  Date: 07/28/2023

  July 28, 2023
  
  RE: Complaint ID ********
  
  Dr. *******
  *********
  
  Dear Dr.
  *********,
  
  We received your
  response and reviewed your comments. Your original complaint stated the desired
  outcome of a “Billing Adjustment.” The billing adjustment we offered was detailed
  accurately in your response. Your response also states you rejected our offer.
  With both a verbal and written rejection of our offer we consider this matter
  closed with a remaining balance on your loan.

  Customer Answer

  Date: 07/28/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The provider has decided to force me to pay a payment that was different from the original plans. I have forwarded my complaint to Consumer Affairs. At this point, I plan to pay the bill and close accounts with Palmetto Citizens.  A letter will be sent to the President about the unprofessional conduct by both branch managers. 
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:04/17/2023

  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.

  My father died in November of 2020. My mother took his death certificate to Palmetto Citizens in Blythewood to have his accounts closed. They put his death certificate on filed, closed his checking, but failed to close his savings account and credit card. In November of 2022 someone hacked his credit card that was still open and started using it. The bank failed to notify my mother or myself of these charges but started taking money out of my account. I didn’t notice at first because I only use my checking account to lay my credit card. They have taken over $100 from my account without my knowledge or consent. Then they forced my mother to pay off the unauthorized charges in order to close the account because they failed to originally. They refuse to rectify the situation and are making us pay for their screw up. We went in to talk to someone at the bank again and they said they would make sure I got my money back, or would call the next day if they had an issue. No call and no money. I’m livid.

  

  Business Response

  Date: 04/21/2023

  We are concerned with any member issues and take any member  concern very seriously.  On April 19, 2023, we received the April 17, 2023 notification from the Better Business Bureau.  On April 20, 2023, after beginning a preliminary research of the issues brought forward by *s. *xxxxx, we elected to refund *s. *xxxxx's account as appropriate.  On April 20, 2023, we also elected to refund *s. *xxxxx's *other's account as appropriate.  On April 21, 2023, we attempted to contact *s. *xxxxx to further discuss her concerns.  On April 21, 2023, we were able to later speak with *s. *xxxxx.  During the conversation, *s. *xxxxx reiterated her concerns, however, she considered the *atter resolved following the refunds back to hers and her *other's account.  

  Customer Answer

  Date: 04/24/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******