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Sooper Credit Union (Headquarters)

Phone: (303) 986-7500Fax: (303) 986-2292

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues2
Problems with Product / Service1
Advertising / Sales Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
11/11/2013Problems with Product / Service | Read Complaint Details
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Complaint
I have emailed this company several times, in order to receive a monthly bill. I have never had my emails returned.
I have emailed this company several times, and have these emails saved, asking for a monthly statement mailed to me for my auto loan. They have never answered me back. I feel that if I am making my monthly payments on time every month I deserve to have my monthly statements sent to me. I have no online account in which to check online either. The costumer service from this company is inadequate.

Desired Settlement
I would just like my statements sent to me every month.

Business Response
We do show receipt of three e-mails from Mr. ********* **** one in ***** ****** , and ******** However, the e-mail addresses they were received from does not match the e-mail address we have on file. It is our practice to verify our member's identity prior to providing any account information. Phone contact was attempted without success at the same number listed in his complaint. Sooper Credit Union does not provide monthly statements to members with only a share savings account and an auto loan. He would and did receive quarterly statements and our records show one was mailed to his last known address dated ********* *** ***** The address on record at that time does not match the address listed in his complaint. Mr. ********* *** was provided a payment coupon book and our address and phone number is clearly listed on his loan documents. It is our members responsibility to inform us of any changes in order to keep our contact records up to date. On ******* *** ***** Mr. ********* *** accessed his account through our secure online banking platform and updated his address to the address listed in his complaint. Future statements will go to his new address. We are also generating a new payment coupon book for him. Should he need any further assistance please ask him to call us toll free at X-XXX-XXX-XXXX.

05/21/2013Billing / Collection Issues | Read Complaint Details
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Complaint
Sooper Credit Union add unauthorized auto insurance to my vehicle that already had auto insurance on, and also changed the payoff amount on loan.
Sooper Credit Union added auto insurance to my vehicle without permission or prior knowledge. Showed proof of insurance when purchased vehicle and during history of the loan. They also changed the payoff amount on the loan because they are charging additional fees due to adding auto insurnace without approval or knowledge when I already had insurance on the vehicle. Now dealership where I traded my Jeep in wants me to pay more because Sooper credit union changed payroll amount. The dealership sent a check for 18,700. The payoff for loan account ****** was for $18,463.87. I want them to refund me the overpayments they charged me for auto insurance including the overpayment of the payoff. This total is $530.00. I never authorized any changes to my contract this includes added insurance
this should be against the law and null and void

Desired Settlement
I would like a refund in the amount of $530.00 $293 in changing my contract amount and overcharging me on a monthly basis since Dec 2012 by adding auto insurance and $237.13 for the over charging the dealership on my payoff. I also would like to make sure they cannot do this to other customers.

Business' Initial Response
This member has a vehicle loan requiring the borrower to maintain full coverage insurance at all times. If no proof of coverage is provided, three letters are mailed to the borrower and an automated phone system attempts to obtain the required information. If no information is obtained, insurance has to be added to the loan. Copies of the policy are then mailed. A full refund would be granted if proper coverage was in place and the information is provided. This member never obtained the required insurance.

Consumer's Final Response
Case# ******** Consumer: ******, ******

Duplicate complaint referenced above, added as more info received from consumer.

Sooper Credit Union refuses to give me refund after altering my contract
Sooper Credit Union added insurance to my auto loan after I provided proof of insurance at the time of purchase and a refuse to give me a copy of my contract. I never authorized the added insurance. They also changed the payoff amount when I traded my vehicle in they charged the dealership higher then the payoff amount. Dealership is trying to collect from me. I have an ulcer from this and I am sad that they are getting away with this unethical and illegal behavior.

I would like a refund and an apology and for them to be repermanded.

03/18/2013Billing / Collection Issues | Read Complaint Details
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Complaint
reported to credit beurea unnecessarily
There are a plethora of small things that have lead to the utter failure of the interaction that I have had with this bank. Begining with a lack of contemporary banking practices to the despicable phone practices of the "collections manager, *****."

1. Due to a lack of contemporary banking features such as auto pay, or the lack of ability to have the bank draft my account/ debit card without paying a rediculous fee, I have been forced to wire money from my wells fargo account to which takes some udisclosclosed time to trnsfer. As I look through the dates in question I dont see a period where I paid more than 30 days late. I have sent a payment every single month!If there is a late payment it is because of their archaic banking system.

2) I called "*****" and tried to describe the many problems with the situation and tried to reach a solution but I was incapabable of finishing a single sentence. He was so rude and incompassionate on the phone I discontinued the conversation and now get the pleasure of spending hours and hours disputing the poor credit reporting practice.

3) other thinngs to consider: I over pay my bill slightly every single month, I am actually slightly AHEAD of my payment schedule, to this end they actually reported the WRONG AMOUNT to the credit agencies. I have tried to update my address with, no success, in their system, as such they sent, according to '*****' 3 letters (to the wrong address) and one phone call in which I said I had forgotten, I would pay (and did)and then they report derrogatoryily after only 30 days of half hearted attempts to do anyhting about the situation. They did not even let me know they had done it!

To summerize, they were wrong to report derrogatory information in the first place, they did it incorrectly, and they were unprofeesional about doing it. If '*****' had taken it upon himself to treat me with an ounce of respect this whole misunderstanding could have been avoided.

Desired Settlement
Fix the derrogatory information on my credit score

Business' Initial Response
March 6, 2013

BBB Serving Denver/Boulder
RE: Case # ******** Credit Reporting
*******************
***************
********************

To Whom It May Concern,

I have reviewed the payment record on Mr. ********'s auto loan for the last two years and find no inaccuracies in our credit reporting. His account was last reported over 30 days late for the October 22, 2012 payment. This particular payment was 42 days late. Mr. ********'s monthly payment has been paid late every month during the two year history I reviewed. Federal regulations require all credit information be reported accurately. We would be in violation of these regulations if we were to modify accurate information. Therefore, we are not able to alter the payment history as requested.

In reviewing the collection comments, it was notated that Mr. ******** may be utilizing Wells Fargo's bill payment system to make his monthly payments. It appears he has not set his payment up on an automatic recurring payment basis and must initiate the transaction each month. Sooper Credit Union has no access or control of that system. I recommend he contact Wells Fargo for assistance utilizing their bill payment system. However, Sooper Credit Union does offer direct deposit and FREE monthly ACH deposit services. We do not and have not charged any fees for these services. If Mr. ******** would like assistance in setting this up please ask him to contact one of our Member Service Representatives at ************.

Mr. ********'s address listed in the complaint matches our system address. I show several late notices and a Consumer's Right to Cure were mailed to this address and no mail has been returned as undeliverable. In addition, Sooper Credit Union has issued a free payment coupon book to help remind Mr. ******** when his payments are due and where to submit them. He also receives quarterly account statements.

I have spoken to our Director of Collections concerning the phone call. I reminded him that it is our policy to provide excellent member service and treat all members with respect and compassion. It appears that this conversation did not go as either party had wished. I apologize for any miscommunication on our part and Mr. ******** can contact me directly should he have any further questions or concerns. I can be reached at 303-986-7500, ext. ***.



Sincerely,



************
Vice President of Lending

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.