Complaints

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

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Wright-Patt Credit Union, Inc. has 36 locations, listed below.

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  Wright-Patt Credit Union, Inc.

  3560 Pentagon Blvd. Beavercreek, OH 45431

  
• 

  Wright-Patt Credit Union, Inc.

  2455 Executive Park Blvd Fairborn, OH 45324

  
• 

  Wright-Patt Credit Union, Inc.

  1636 W Park Sq Xenia, OH 45385-2669

  
• 

  Wright-Patt Credit Union, Inc.

  1810 Woodman Center Dr Kettering, OH 45429

  
• 

  Wright-Patt Credit Union, Inc.

  1600 W Lane Ave Ste 150 Upper Arlngtn, OH 43221-3958

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:06/20/2023

  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.

  Wright Patt locked me out of my account. I have 3 accounts and they locked me out of all 3 accounts with them. I am only a few days late and they locked me out of my account. I also asked for paper statements many months ago and so far I have not received and paper statements. I don't have time to call you and be put on hold for 60 minutes. I find that Wright Patt is extremely aggressive with those that have load. For instance I get a call for my loan only being 7 days late. Also, if I don't answer the phone when they call they will lock my account. Why can't they leave a message?
  I had a major event last year as well and Wright Patt refused to work with me. It took them 6 months for them to offer me some assistance.
  
  I just want to pay my bills online. Quit locking people's account I find this to be highly unethical practices.

  

  Business Response

  Date: 06/30/2023

  Hello Mr. *****,

  Access to your account online has been restored, and we are working to address this matter for the future. if you have any questions, please give me a call or send me an email. Thank you for bringing this to our attention, and feel free to reach out to me directly if you need assistance.
  
  Kind Regards,

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

  Customer Answer

  Date: 11/21/2023

  Consumer’s Duplicate Complaint:
  I am not behind on any of my payments that I am aware of and Wright Patt Credit Union has locked me out of my account. This is habitual from them. My credit card and my car payment are not behind and I don't believe my personal loan is either. I went to make a payment tonight and come to find out I am locked out of all services to make a payment. This is utterly ridiculous. I don't see how a bank can lock you out of your accounts. I don't want this to be reported to the credit agencies as being late payments or anything of the such as being late on any payments. I am way too busy in real life to answer any calls that come to me. On top of that they leave no messages when they do call, meaning they tell you no reason why they are calling. I need to have my account re-instated so I can make my monthly payment and will not make a payment until it has been done so. In the mean time I do not want any late payments or anything of the such to come out of the 3 accounts that I have with you as you have locked me out of my accounts. I also do not want anything bad to show up on my credit report due to this unprofessional behavior.

  Consumer’s Desired Resolution:
  Reinstate my account so I can make my payments.

  

  Business Response

  Date: 11/22/2023

  Good Morning *** *****,

  Thank you for raising this concern to us! We are sorry to hear of the struggles you have had making payments on your loans. We have unlocked your online banking access, and you should be able to complete the payment you were requesting.

  Once you access your account, you'll be able to check the current status of your loans. It seems there might be some confusion regarding the due dates of your loans, and we're eager to clarify and assist you with this matter. The reason for the temporary restriction on your online access was due to a specific loan being over 30 days past due. Fortunately, we offer several solutions to help you. Please contact us at ************, and we'll be glad to discuss various strategies to help you get back on track.

  Please let us know if you have any additional questions!

   

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This has happened multiple times. I've had my account locked after only being 8 days past due, just because I didn't pick up the phone and respond right away. All my accounts are current to my knowledge. Wright Patt should not be locking me out of my account for all accounts that I have with Wright Patt. Not all of my accounts are past due. So, if one account is past due you lock me out and force me to call you? I don't have time for that. On top of that I have a real hard time believing I am past due this much. Wright Patt will not work with you. I get paid bi-weekly that means I can only pay so much at one time. I have asked numerous times to have an account move to a later date in the month and they tell me know. I have asked wright patt to work with me in the past and have been told no. I have been told by wright patt that I am a bad customer. It seems to me Wright Patt never understood my situation when I lost my job that was out of my control. They count all those times as being late. I don't even think wright patt takes this complaint very seriously at all. Then finally after about 8 months you tell me of a plan that I can get my account straightened back out. Why did wright patt wait 8 months to tell me that they had solutions to help in that situations. Then now, my account isn't even past due and wright patt harassers me to make payments on time. I have had many loans in my life and many banks due have a grace period. Wright patt operates much more like a bank instead of a credit union. This needs to be fixed. You shouldn't be locking me out of all my accounts to get me to pay one account that is supposedly past due.  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:06/12/2023

  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 had a car loan with WPCU which was paid in full several months ago. They routinely deducted my car payment from my checking account every month. I noticed even though the loan was paid on full, they were still deducting the car payment from my checking account. I called them and asked them to correct the error. They said the car payments were now being deposited into a savings account they set up for me which I never authorized. I told them to stop withdrawing money from my account and refund the overpayment. They agreed to do so and told me to stop by a branch and collect the refund and close the account which, again I never authorized. Three months later they are still deducting money from my checking account. I called them again. I was told to register for online banking with WPCU and request to stop payments. I refused. I'm not using online banking. I'm elderly, I do not trust it. I asked them again to stop the withdraws from my checking account at another bank. They told me they could not, that only I could stop the payments online. I finally called the bank where I have my checking account and told them to stop the payments. They charged me $30 to stop these withdraws from WPCU. They also told me there was no reason why WPCU could not stop the withdraws. My refusal to use their online banking should have nothing to do with it. I'm elderly and will never use online banking. In addition to this complaint, I'm planning on filing a discrimination suit as well as a civil suit for the money and inconvenience they have cost me. I appreciate any assistance you can provide.

  

  Business Response

  Date: 06/22/2023

  Good Afternoon Ms. *****,

  Thank you for bringing this issue to our attention. We would be happy to assist you with this issue. A member of our team reached out to you via phone on June 21st but we were unable to reach you and left a message. If you could contact us back, we would gladly discuss a resolution to your complaint.

  Please contact ****** ******* at ***** ******** ext. **** at your earliest convenience.

  Thank you!

  ***** ****
  Service Excellence Manager

  Customer Answer

  Date: 06/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Talking to these people is like talking to a wall. My attorney can handle it. That's what I pay him for. 
  
  Sincerely,
  
  
  
  ******** *****

  

  Business Response

  Date: 06/27/2023

  Good Morning Ms. *****,
  
  We are sorry to hear that you are still frustrated. We have attempted to reach out but we have been unable to reach you. We would like to offer you a refund of the fee you incurred. If you would like to discuss this still, please reach out to ****** ******* at ***** ******** ext. ****. If you'd like to continue future correspondence through your attorney, please send any correspondence to our headquarters, at:

  Attn. Legal Department
  **** ******** *****
  ************ ** *****

  Thank you!
  
  ***** ****
  Service Excellence Manager

• Initial Complaint

  Date:05/12/2023

  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 73 month auto loan with Wright Patt Credit Union since January 1st 2017 which is 6 years and 3 months,
  From January 2017 to January 2019 my payments was $700 dollars a month I paid and from February 2019 to November 2022 my payments was $500 dollars a month.. I have never missed a payment which comes to over $40,000 dollars and my auto loan was only $26,000 dollars plus the $13,000 remaining balance on the vehicle I traded in which is,$39,000 dollars all together…They’re trying to tell me I owe $14,000 dollars more on a 75 month loan which doesn’t make sense if I never missed a payment… They are claiming I didn’t have insurance for 2 years 2017 and 2018 on the vehicle and I called Allied the company they said I had to call to get the insurance verified and I have done ? that and Allied called the 2 insurance companies I had and got them verified with me on the phone to remove the CPI insurance off of my auto loan which was about $4500 a year which was $9000 dollars for the 2 years they claim I didn’t have insurance but they should’ve received all the paperwork in my file when the car dealership sent them all my information for the loan, I couldn’t even leave the car dealership without insurance so they are lying ?? and trying to repo my vehicle and it’s paid in full… I want the loan account to be investigated by someone so I can receive my title for my vehicle… Wright Patt Credit Union is trying to tell me that they can’t pull up my payment history for 2017 and 2018 which is when they are claiming I didn’t have insurance for 2 years… I’ve been a OTR truck driver for 13 years and I have always had full coverage insurance on all 4 of my vehicles…
  It’s really not right for them to try to take my vehicle when they know it’s paid off in full, they really owe me like $1800 dollars for over paying on the loan… I had Nationwide Auto insurance before I switched over to GEICO…
  I will turn to 2 news or file a lawsuit against them if this matter isn’t resolved quickly

  

  Business Response

  Date: 05/30/2023

  Hello Mr. *****

  You and I spoke last week regarding this issue, and as promised, I am still researching to identify our next steps. You have agreed to contact Nationwide Insurance for any existing policy documents for the vehicle. 

  We will touch base this week, as agreed.

  Thank you,

  ******* **

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair 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.

  I have several bank accounts with WPCU. I’ve never had an issue until I made what was proven to be a fraudelent purchase on my debit card, on February 8th. I called immediately as soon as I found out it was fraud. A Facebook friend of mine, who I knew, was hacked & the hacker posted that they were having a moving sale. I believed it was them & sent them money to hold a PS5 for me until the end of the day, in the amount of $150. I called WPCU, & they transfered me to Visa. I filed my dispute & I offered to give them multiple pieces of proof this was a fraud, that scammed me via Facebook/Cash App. The friend who was being impersonated even filed a police report, I offered to give them the report number. They wouldn’t take it. So they gave me a temp credit of $150 until they resolved their investigation. I then get a letter on February 21st saying they denied my dispute & they would be REVERSING the $150 out of my bank account. They have since taken that out of my account. I called Visa thru WPCU & they acted like they didn’t care. I have a police report number, & screenshot from where the fraud blocked me after requesting the money back as soon as the real person reported it. They said I would have to contact the merchant, I ALREADY DID! Then they said they can simply request to re open the case but that it wasn’t guaranteed. I have not heard back since & I am furious. With so much PROOF that I was scammed out of $150 they act like they could care less & refuse to even see the proof. This is unacceptable.

  Customer Answer

  Date: 03/13/2023

  Duplicate Complaint

  Consumer’s Original Complaint:
  I made a complaint last week but I’ll make it again because I haven’t heard back. I made a fraudulent purchase on my debit card, on February 8th. I called immediately as soon as I found out it was fraud, the same day. A Facebook friend of mine, who I knew, was hacked & the hacker posted that they were having a moving sale. I believed it was them & sent them money to hold a PS5 for me until the end of the day, in the amount of $150. I called WPCU, & they transfered me to Visa. I filed my dispute & I offered to give them multiple pieces of proof this was a fraud, that scammed me via Facebook/Cash App. The friend who was being impersonated even filed a police report, I offered to give them the report number. They wouldn’t take it. So they gave me a temp credit of $150 until they resolved their investigation. I then get a letter on February 21st saying they denied my dispute & they would be REVERSING the $150 out of my bank account. They have since taken that out of my account. I called Visa thru WPCU & they acted like they didn’t care. I have a police report number, & screenshot from where the fraud blocked me after requesting the money back as soon as the real person reported it. They said I would have to contact the merchant, I ALREADY DID! Then they said they can simply request to re open the case but that it wasn’t guaranteed. I have not heard back since & I am furious. With so much PROOF that I was scammed out of $150 they act like they could care less & refuse to even see the proof. This is unacceptable. They need to be contacting me for all the proof, as I am willing to provide it. I’ve attached it as well, WITH the police report number. Wright Patt is not even trying to resolve this problem.

  Consumer’s Desired Resolution:
  Contact by the business; Billing adjustment

  

  Business Response

  Date: 03/21/2023

  Hello,

  We are working with the member to determine next steps for this complaint. 

  Thank you,

  *******

  Customer Answer

  Date: 03/21/2023

  
  
  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:02/21/2023

  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.

  I had a transaction on my account that wasn't mine. It took them over 5 days to get me the money back and 13 days to have a card mailed to the location on Brant pike. When it got their two of your employees opened the mail that was addressed to me which broke the law. then after all this I called the location to get this matter fixed and they told me its standard practice to open everyones' mail that goes into there building. I want this looked into because I believe this is a Felony.

  

  Business Response

  Date: 02/23/2023

  Good Afternoon Mr. ********,
  

  Thank you so much for bringing this matter to our attention.
  We spoke with you on several occasions by phone over the month of February and
  were unable to come to an agreement on your concern relating to the card mailed
  to our member center. To attempt to provide a clear response from a legal
  perspective, as you requested, a letter was mailed to you on February 21, 2022.

  We hope that this letter will clear up any confusion about
  our handling of your card. Should you have any questions or concerns, please do
  not hesitate to reach out to me directly and I'll be more than happy to discuss.

  Thank you!

  ***** ****
  Service Excellence Manager
  Wright Patt Credit Union

• Initial Complaint

  Date:02/10/2023

  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.

  Wright Patt lacks moral and ethical standards. As a credit union "striving to better those" and "not your big box bank" they are below the standards they claim to uphold to. Wright Patt does not properly train their employees correctly and they are criminal. I spoke with a representative at 3:30p about my Q cash loan (I get these calls at least once a day) she asked me when I would be paying for my loan as we discussed. I stated I would be making payment in 2 days like agreed as it was presented from the notes she was reading. She stated, " Okay you'll be making the promised payment on the 10th like agreed?' I stated, "yes". She then stated to have a good day. I later went to get gas to head home from work and my account was locked up and when calling the automated line, they stated authentication failed, account failed. I was shocked to find my account locked up after agreeing with this rep and thinking we had an understanding less than 3 hours later. I was stranded in the middle of DAYTON with no help and no access to my bank account. This behavior is nasty and almost seems illegal. How can a "bank" hold your account and money hostage at their own free will when they feel they want to? This is my second time utilizing this bank. The first time I was a customer for over 5 years and never received a payout for being a member: then or now. The credit union is a joke to be honest and I cannot wait to pay this small amount on this loan back. The loan is less than $1,000 and the way this credit union plays with people's livelihood is dangerous and insane. There is so much to write about them, I am thinking of seeking legal help from this situation because there is no way this is legal

  

  Business Response

  Date: 02/22/2023

  Hello,

  Ms. ****** and I spoke a couple days after this complaint was filed, and I advised that she would hear from me with an update regarding our research into this situation this week. Ms. ****** will continue to hear from WPCU directly regarding specific details of the case. 
  
  Kind Regards,

  ******* 

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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.

  This is the second time that Wright Patt Credit Union has blocked me from accessing my funds depositited with their institution and prohibited me from accessing my account via ATM, Mobile App and Website.
  It is impossible for me to deposit funds, pay bills or withdraw funds. It is my understanding that this practice is illegal. There are only three reasons that an institution can initate such actions which are if they suspect criminal activity, if they suspect fraud or if the IRS has instructed them to do so, none of which apply to me. My hunch is it's because I'm late on two of my accounts. I have tried accessing my accounts so that I can make deposits and pay the late charges but I cant because their locked. I work for the US postal service and its Christmas time. We are extremely busy. I have tried calling WPCU when and if I get a break but the hold time exceeds the time i am afforded to wait. I CAN NOT answer my personal telephone when working, WPCU has tried calling and they leave voice mail but as I explained I can not wait on hold. I'm simply not afforded that kind of time. I have sent WPCU email saying that if I could access the accounts I could pay the bills but I dont even get a reply. I would like to have a resolution to this issue as this is not the first time this has happened.
  The last time it was for a $2.38 late fee that i didn't even know existed because it doesn't reflect in the payment due on the app which is typically how I pay my bill.

  

  Business Response

  Date: 01/03/2023

  We have contacted the member and he is working with us to ensure we get everything resolved for him. At this time the member has our information if he needs any further assistance, and we are considering this matter closed. 

  Customer Answer

  Date: 01/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  the funds that I am being denied access to are exempt from being frozen because they are protected by federal law. There are deposits from the Veterans Administration for disability compensation. If I were able to access the account and transfer said funds then there would be no issue. The response was vague and inadequate in my opinion 

   

  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/04/2023

  Hello Mr. *****,
  
  Thank you for reaching back out to us. I want to assure you that we have not restricted nor taken
  your VA benefit deposits without your permission.  The credit union has
  rights to restrict services such as bill pay and ATM/Debit card usage when there
  are delinquent obligations, but you can visit a local Member Center to withdraw
  your VA funds.  This has been noted on your account as well to ensure you do not have any issues obtaining these funds. 

  I believe this communication has been sent to you in a separate email chain and I am happy to assist you further if you have additional questions.

  Thank you,

  ***** ****
  Service Excellence Manager

  Customer Answer

  Date: 01/05/2023

  
  
  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:10/25/2022

  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.

  I need for all loan documents to be updated and back dated to the start of the actual loan date. Once that is complete, I need the updated balance on the loan, which was never corrected, due to the lower interest rate. It is reflecting the same balance before the "correction" to the interest rate.
  
  I also want to know if it is legal for Wright Patt to lock my un-related checking account with them, because the auto loan (separate account) is behind in payments due to the long time it has taken ME to get necessary documents from Wright Patt, Drive Direct and State Farm to close out the entire loan due to a total loss for the financed vehicle. Still waiting on a copy of the insurance settlement check from Wright Patt that was supposedly sent on 10/24/22. Never received it.
  
  Imagine being in another state, thousands of mile away from any of their branches, and they lock your account. I was told this was done so that I would have to call them. Ever think about picking up the phone and contacting me. You managed to call the morning after I tired to use my card and it declined. Just sad that this is how you treat people.

  

  Business Response

  Date: 10/31/2022

  Dear Ms. *******

  Thank you for your patience and your time as we work to resolve this issue for you alerted us of. At this time, we are working to resolve the interest issue to ensure you have what you need for your claim. I look forward to receiving a call back from you later today to hopefully resolve the matter.

  Just in case you need it once more, my number is (937)912-7042 and my email is *****@wpcu.coop.

  Thank you for being a member of
  Wright-Patt Credit Union, and for the opportunity to assist in this
  matter. 

   

  Customer Answer

  Date: 10/31/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I was told that my loan accrues interest daily.  The loan documents are for the amount that was financed plus the  interest.  How does it continue to accrue interest daily?  I also do not agree to the payoff balance that I was told remains on the account.  

  I am receiving notices stating that they have been unable to contact me for 30 days or longer, which is completely untrue.  I can pull my phone records if need be to provide proof that I have been in contact with Wright-Patt and them with me as well.

  No effort has been put forth by Wright-Patt until State Farm paid almost 14k of the balance.  Now all of a sudden, you wanna do your jobs.  If you would have worked this hard in August, this would have already been over.

  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/02/2022

  Dear Ms. *******

  Thank you for connecting with me again about your concern
  over the phone. I believe we addressed the interest issue and we have begun
  processing all of the necessary steps to finalize your loan payoff. I am
  working on the online banking request now and will notify you by phone as soon
  as I have an answer.

  As always, my number is (937)912-7042 and my email is *****@wpcu.coop in case you need to reach me.

  Thank you for being a member of Wright-Patt Credit Union,
  and for the opportunity to assist in this matter.

  Customer Answer

  Date: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My issue with the interest, auto loan and my checking account have been resolved. 

  The only remaining issue is that I would like for my credit report to reflect no late payments.  

  The car was totaled on August 2nd and this was resolved on November 2nd.

  The title of the car was to be issued to the lean holder, Wright-Patt Credit Union.  They never made any attempts to reach out to Drive Direct, the dealership, to get the title.  Which delayed the whole process.  This is what caused the account to accrue late payments.

  The car insurance company and the Gap Insurance company were prepared to settle, but were delayed in issuing payments due to the lack of the title being provided by Wright-Patt.

  Once this has been corrected, I will gladly close out the claim.

  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/09/2022

  Dear Ms. *******

  Thank you for speaking to me again about the issue you’ve
  encountered. I believe at this time we have resolved the interest issue you
  spoke of and are just waiting on the gap check to be sent to WPCU to fully pay
  off the loan.

  Just in case you need it once more, my number is
  (937)912-7042 and my email is *****@wpcu.coop.
  Please do not hesitate to reach out to me directly if you have additional
  questions.

  Thank you for being a member of Wright-Patt Credit Union,
  and for the opportunity to assist in this matter.

  Customer Answer

  Date: 11/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I want an answer in regards to correcting my status with the credit bureaus. 

  I would also like to know where the over payment of $1132.74, dealership refund, on the account will be refunded to once the Gap payment is received.  I would also like to know why I wasn't notified of this being refunded to the account.

  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 11/15/2022

  Hello Ms. ******,

  Thanks for reaching back out! I believe we have addressed
  your credit bureau issue and we have discussed the payments that were applied
  to the loan and the overage placed into your share account. The last piece you have requested is loan documentation
  which I have a separate email chain to address.
  

  I hope this addresses all of your concerns! If not, please
  feel free to reach out to me personally.
  

  Sincerely,
  ***** ****

  Customer Answer

  Date: 11/16/2022

  
  
  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.

  I am waiting for pending credit report updates that are not yet reflected.  

  I will be requesting a mailed copy of the complete auto loan account.

  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/27/2022

  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.

  Wright Patt witheld 3 mo. pmts w/o my knowledge – have paid $2150.00 principle only 2022 feel loan should be paid in full. Wright Patt says I still owe over $500.00. Pmts were to be elecectron made from my ck. acct at U.S. Bank. All funds were available for withdrawal.

  

  Business Response

  Date: 09/27/2022

  Hello Ms. ******,

  Thank you for letting WPCU know that you are experiencing an issue. I have called and left a message in hopes that we can discuss via phone, but also wanted to provide my email address in case you would be able to connect that way as well. Please let me know when you are available to discuss!
  
  Kind Regards, 

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

  Customer Answer

  Date: 10/11/2022

  ID #********

  10-11-2022

  1.) Reopen Complaint- Did not receive timely notice

  2.) Re: Phone Call from Wright Patt Tuesday Sept 27, 2022 3:50 P.M. left no message as to the purpose of the call

  3.) Re: Wright Patt Response left no email address

  4.) I do not have a computer or internet - I do not do email as it is too small to read on my phone and I do not type.

  **** ******

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

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

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

   

  

  Business Response

  Date: 10/12/2022

  Hello Ms. ******,

  Please contact me at your earliest convenience at ************ or *******************. I would like to assist in any way that I can. I left a message for you today at 11:50am stating that I have called in regard to your BBB Complaint, and included my phone number in my message. Thank you!

  Kind Regards,

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

  Member Experience Analyst

  Wright-Patt Credit Union

  Customer Answer

  Date: 10/26/2022

  Left message to Wright Patt 5:20 pm Sat. 10/22. Error miss applied my payments want money back! I'm want money refunded. What miss applied $150 payment.

  

  Business Response

  Date: 11/15/2022

  Ms. ******,

  Thank you for reaching back out to us. We have fully audited
  your loan payments to both of your loans and found that, had the payments been
  applied the way in which you desired, a small amount of interest would not have
  been charged to you. We have refunded this interest payment to your account.

  If you have any questions, please feel free to reach out to
  us directly.

  Thank you!

  ***** ****
  Service Excellence Manager
  Wright-Patt Credit Union

  Customer Answer

  Date: 11/30/2022

  Wright Patt is dancing around the fact that they applied the pmts incorrectly. I'm not addressing the amt of interest - almost $500.00 should have been applied to intrest only so that the loan would have been paid in full in July!

• Initial Complaint

  Date:09/22/2022

  Type:Service or Repair 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.

  I have received debt collection calls repeatedly from this company. Even after telling them I am two hours behind Ohio. I asked that this be put on my file, yet I still get calls at 5 am and 7 am.

  

  Business Response

  Date: 10/03/2022

  Dear Ms. ******,

  Thank you for alerting us to the concerns you've experienced. I have completed research into the matter of the ill-timed phone calls, and have been assured that all steps have been taken to ensure it does not occur again. I apologize for the experience you've had in recieving these phone calls while being in a different time zone, and appreciate the opportunity to assist in this regard. 
  
  The desired resolution that you stated will require some additional research and a conversation with you. Please let me know when would be a good time to discuss, and I'll reach out via phone if that works for you, at a time that you specify.
  
  My email address is [email protected]. I look forward to speaking with you at your convenience. 
  
  Kind Regards,

  ******* *.,
  Member Experience Analyst

  Customer Answer

  Date: 10/18/2022

  October 10, 2022

  Hello

  
  

  I am writing to let you know the complaint has not been resolved. She kept pushing our talks back due to needing to speak to the collections. I would like this complaint to stay open for two more days. I am supposed to hear from her by today or tomorrow. If I don’t hear back I will write to reject the business’ attempt at resolution. 

  
  

  Thank you

  ***** ******

   

  October 25, 2022

  Hello,

  
  

  We are in the final stages of time trying to get a settlement on my case. Could you please give me until end of next week to let you know if this has been settled or not?  

  
  

  Thank you

  ***** ****** 

   

  

  Business Response

  Date: 11/09/2022

  Hello Ms. ******,

  Thank you for alerting us of the issue you’ve encountered. I
  believe that you have worked through the majority of the resolution with my
  partner, *******. I have contacted you separately to see if I can provide any
  additional assistance.

  Just in case you need it, my number is ************* and my
  email is [email protected]. Please do not
  hesitate to reach out to me directly if you have additional questions.

  Thank you for being a member of Wright-Patt Credit Union,
  and for the opportunity to assist in this matter.

  Customer Answer

  Date: 11/09/2022

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