Complaint Category: Sales presentation used dishonest sales practices
Complaint: I filed dispute with credit card charge, called to follow up, dispute was closed only because I was denied info regarding my dispute to follow up. October 10, 2012 I rented an apartment from rental company in Spain that had cockroaches in the bed so that I had to leave at 4 A.M. and stay in a hotel. The rental company said I would get my money refunded right away. When the refund did not come after several weeks, I filed a dispute with First Light Federal Credit Union. I called First Light Member Services repeatedly from Spain requesting to know the status of my dispute and to know who to contact for additional information. I was told I would be emailed the information because I did not receive any mail in Spain. I pleaded repeatedly for the attendant to contact cardholder services and see if they needed any information from me because they do not allow me to speak with cardholder services directly nor will give out the number to me. I was told to wait even in January, February, and later 2013. The dispute lasted a very long time and I was not refunded $123.95 of my purchase. In May 2013, I called First Light and was told that my dispute was closed. When I returned to the US, I found a portion of a letter written December 24, 2012 that says that the dispute would be closed if I did not contact the phone number. It said that this is a letter following another although I never received additional letters. I was wrongfully charged the money and denied the right to dispute it because First Light denied me communications regarding the dispute, contact information regarding the dispute, and honesty regarding the dispute. I was out of the United States and had called First Light countless times pleading for service and contact regarding my dispute. My pleas were denied and I was given dishonest information and denied information I requested.
Business' Initial Response Contact Title: Regional Mgr We have contacted Consumer by telephone and responded by mail. We have also refunded the disputed claim amount. Thank you for giving us the opportunity to respond to the complaint filed by Consumer.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
Complaint: Improperly closed a savings account and seized funds without proper authorization to do so. I used FLFCU to process a payment since I had a savings account with them. I was told that the process would be charge of $5.00 dollars for non-members. After telling the teller I was a member she told me that a savings account inactive for a year (without a minimum of two transactions per year) causes a closure in an account. I informed her that my account was inactive for 10 months and to use the $5.00 dollars in the savings account. She then told me that the money was absorbed due to the inactivity. After paying the extra fee for a non-member I went to the information desk and explained the terms of my account. After she acknowledged the terms she then told me that there were policy changes and that the inactivity period changed to 6 months. I told her that I did not receive such a policy change and explained that they are required to inform me of such changes. She said that the account can not be used only for auto payments. I then explained to her that this was the purpose of the savings account as that is why it was opened by the institution after purchasing a vehicle through their loan department. I also stated that a transactions account that she is describing is that of a checking account and then she explained that, as part of the new policy that I didn't receive, I needed to maintain a balance of $100.00 dollars in order for my savings account to function as a savings account. I told her that seizing money no matter the amount because of a policy change that was not given to a member is stealing and that my terms were only the maintaining of $5.00 dollars and the processing of money for payment.
Initial Business Response Thank you for giving FirstLight Federal Credit Union the opportunity to respond to the complaint made by Mr. **** *****. Mr. ***** was charged as a non-member as his account was closed for inactivity. The terms of inactivity have been in place for several years, and any change in terms are sent to all our members via their statements at their last known address at least 45 days in advance. An inactive account fee is only assessed after six months of inactivity, and/or if the member maintains a balance under $50.00. Furthermore, Mr. ***** did not notify the Credit Union of a change of address, causing his statements to be returned as "not deliverable" as of ******** 27, 2012. Should he have additional questions regarding this matter, he may contact ****** ********* Regional Branch Manager at (XXX) XXX-XXXX Las Cruces or (XXX) XXX-XXXX El Paso
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this responce in leu of the many unclear reasons and unknown regulations that were given to me from the FLFCU personnel off *** ***. If policies have been in place for a lengthy period of time, as stated in the responce, it would have been evident when speaking with the companies staff but it in fact was not. A policy can not be held in place if it is said change by the staff that is hired to implement them. Furthermore I chose to come back to FLFCU because I believed it a good company due to good experiences, but my return to the company is not likely, not because of a 5 dollar fee or the seizure of capitol which FLFCU did not earn, but because of principle.
Final Business Response
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in . Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*First Light Federal Credit Union is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.