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Envista Credit Union

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(785) 228-0149View Additional Phone Numbers3626 SW Wanamaker Rd, TopekaKS 66614-4528http://www.ksccu.com

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BBB Accreditation

Envista Credit Union is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered Envista Credit Union's rating include:

  • One complaint filed against business that was not resolved.

Factors that raised Envista Credit Union's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.

Customer Complaints SummaryRead complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Envista Credit Union

Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
06/01/2015Problems with Product / Service | Read Complaint Details
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Complaint
**** years of monthly late fee billing on an car loan account that was set up with automated billing with Credit Union to which loan was established.
********* loan taken out with Envista **********. First payment reported due *********. Automated payments set up with Envista on ********. No notification of payment delinquency was received at the time automated billing was set up. Amount of ****** was the monthly loan payment that has been automatically paid from ****** to present. Not one delinquency notice had been given stating the first month payment was missed. I thought since I set up an automated payment plan all monthly payments would be up to date. Each month I checked my bank account noticing ****** was debited to Envista. I received quarterly statements from Envista showing my payments of ****** were received. After making a lump sum payment ******* of ******* I noticed a difference in my Envista statement. Beside the each monthly debited amount was a column labeled "fee" for ***** along with the columns showing interest and principle amt paid, all except for the payment of *******. I called Envista on ******* to ask what the fee included when I discovered Envista had been billing me a monthly late fee over * years for a missed loan payment for ********. The employee, ****, stated she needed to look further into my account because she didn't understand how I was receiving a late fee due to my automated payment set up. At the end of the business day I received a call back from **** explaining the ***** was a late fee from the first missed payment. When asked why the payment wasn't debited when I set up automatic payments she couldn't give an explanation. When asked why I wasn't notified of the missed payment, their only explanation was that they "sent out quarterly statements." These statements do not state anything about a missed payment or past due amount. When reading the statement it appears the "fee" is part of your regular payment. The total amount debited is the amount you were told your loan bill would be, ******. After inquiring about this, I was told Envista had been taking the ***** fee off my principle and that's how I was being billed a late fee, therefore would not red flag that there was ever a delinquency issue. There were multiple occasions when my account information was accessed and not once did an employee mention a missed payment or that I was being billed a late fee. One occasion, when I was updating my automated billing with a new bank account in ********, occasion two was when I did receive a delinquency notice because my automated payment fell on a weekend day. I called inquiring about it and was told to disregard the notice that my account was not delinquent, thirdly in late **********, I was called by Envista inquiring about qualifying for a lower interest rate for my loan due to my **** recently paying off hers. Never once was this missed payment brought to my attention. And lastly, when I made my lump payment of ******* on ********** in person at the Envista Bank location. Needless to say I was shocked after realizing I have been billed around ******* in late fees on an account set up with automated payments by Envista. On ******* **** directed me towards her supervisor, who's name I can't recall. She basically told me it was my fault I didn't notice I was being billed ***** as a late fee. She couldn't explain why the payment wasn't debited when I set up automated payments with Envista. She admitted an error had occurred but she could only refund me my current statement of late fees of $**. When asked how this could have been missed she responded that they send out quarterly statements. I asked how I wasn't notified by a collection agency & she replied that "I was delinquent enough to be charged a late fee but not delinquent enough to be sent to the credit report or collection agency." Never received an apology for the error & was treated like an ***** for not catching the late fee sooner. If the debited amt would have been different than my regular payment I would have caught the error but they hid it by taking it from the principle.

Desired Settlement
The settlement that I am seeking is to be refunded the total amount of late fees debited from my loan principle from ************ to present. The fees were hidden on my statements with no notice on the statement of any past due amounts. No explanation that the "fee" was really a late fee being deducted from my regular payment thus not changing my monthly payment and in the end not red flagging there was ever an issue. I feel Envista made an error with my automated payments in the beginning and do not want to take responsibility of the error. I feel they did not make an effort in notifying me about the missed payment. I have made on time payments on this loan for * years, if I was aware I missed my first payment when the error occurred I certainly would have paid it. Envista reports their promise is to treat me like an honored guest, make it easy to do business with them, to only make recommendations to improve my financial well being and to make my request a priority, none of which they have done.

Business Response
From: ************ (mailto:*****************)
Sent: ****************************
To: ***********
Cc: **********
Subject: Re: Case # *************************

**********,

Envista is not a member of the Better Business Bureau ***********.

Envista responds promptly to all member complaints, either directly to our member or to the appropriate regulatory authority, and we have done so in this case as well. This type of complaint is out of the purview of the Better Business Bureau *********** and, therefore, should not have been accepted by your organization. Please remove all references to the matter from your records. We also will expect that any future consumer contacts regarding our organization will be handled in the appropriate manner.

Respectfully,

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


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
In reference to ************, to file my complaint I logged on to BBB.org and searched for Envista Credit Union in ********** then selected the one off of *******. If this is not the correct venue to file my complaint feel free to direct me to the bureau you desire the complaint to be filed and I will copy and past my complaint to that site. Although I feel this is the correct bureau. Also in regards to responding promptly to members complaints. As a member I do not consider 3 weeks and 5 days to be a promptly response. The letter received was dated ************ which was 2 weeks after the 1st deadline made by BBB and 1 week 5 days after the 2nd deadline given to Envista by the BBB. Otherwise thank you for your input.

I decline the response from Envista. The letter received continues to deflect responsibility of the admitted mistake made by the institute when an employee set up my automatic payments to begin the month after my first payment was due instead of it being effective immediately.

Envista's Mission Statement and Promise to their members is a joke. No one monitors members accounts and they conduct business as if the member doesn't catch a mistake on their account by the next statement date then too bad. Does it not strike anyone else as being odd that I have made every payment on time for the past * years and it doesn't make sense that I would deliberately not make a payment so I could be charged a hidden late fee for over * years that nearly triples the missed payment amount?

I am an educated person with a masters degree in health care. I surely can read a statement and notice a payment was missed or that I was being charge a fee if it were clearly displayed on my statement. It wasn't until I made a lump sum payment that I noticed the "fee" wasn't included on this payment and I called to inquire why it was different then my other payments.

I feel Envista is trying to hide behind their rules, regulations, and account agreements to try avoid making things right with my account. I have been a loyal member who assumed my account was set up correctly and when the mistake was noticed the response from Envista was simply, too bad you didn't catch it sooner.

I feel there will be no resolution made by filing this complaint with Envista and plan to pursue this matter further in court.

09/17/2013Problems with Product / Service | Read Complaint Details
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Complaint
Envista repossessed a vehicle I was paying on. Accused me of not making payments correctly.
On ***************, after the vehicle was repossessed, I went to Envista. A teller at Envista said I could pay any arrears and get the car back. She went to get my information. Then said that Mr. *** wanted to talk to me. *** ***, collections, then told me I could not pay any arrears but must pay the balance of the loan. He said I missed a payment in ******** and had the ********* payment "returned". I bank at Envista and have my paycheck direct deposited. Maybe the **** check and the paycheck missed each other, but I think the car payment was taken out of my account. *** *** said I could not see my account information or my payment history without paying them $**. He told my wife to "shut up" and called her a "b****". I made two payments in April, one for April and one for May, but he would not listen to me. He said I was a "flight risk" and he could not help me. I tried to call and talk to the Vice President of Lending, but I cannot go in to see her without an appointment and I cannot make an appointment except to contact her personally. I have called her repeatedly every day. She returned one of my phone calls to my wife's phone when my wife was in a college class and could not talk, otherwise she does not return calls. I have sent letters to the Board, the President and Vice President of Lending. *** *** said I was a "flight risk", but my wife and I have our "roots" in ******. Both our families live in ****** and I am employed as a Corrections Officer at the *****************************. My wife is a full time ******************* college student. We are not "flight risks". I do not believe I missed the payments, but Envista did not notify me if I did. They have given me no chance to explain, and won't even let me see my records. I've tried and tried to make contact with them, but to no avail. I don't understand why this is happening. I think that much of this is a misunderstanding, but I am being labeled as a "deadbeat flight risk" and I cannot even have an opportunity to explain or rectify the situation. My credit will be ruined.

Desired Settlement
I assume that Envista will sell the car. I did receive a letter from *** *** saying the car is to be auctioned on ***************...that's, basically, 2 weeks from the day they took the car. Since I can't seem to make contact with anyone at Envista, I guess there is little possibility of a return of the car. However, I would like to have an opportunity to see my records and explain, if I can, why I don't think the payments they accuse me of missing were actually missed. I would like to have my credit restored as this will affect me the rest of my life. I think that, somehow, the payments I made in ***** were misinterpreted by the credit union and I didn't make myself clear to them. Then, I think my paycheck and the **** car payment crossed but I think the payment actually was removed from my account. Without access to the account or payment information without paying $**, I cannot even figure this all out. It seems to me the credit union is being overly harsh and I do not understand why. Why would they want to destroy my credit and treat me as a "deadbeat flight risk" with absolutely no chance of redemption at all? With only 5 business days left until the car is sold, I realize there is little to be done to get the car back, but I would like to have my credit restored. I realize I am not perfect and I do make mistakes, but I don't understand Envista's harsh actions.

Business Response
Ms. ********:

With regard to the case referenced above, I, and our Board of Directors, have investigated the matter and found that Envista has met or exceeded all compliance requirements of law and/or regulation related to this type of transaction. In addition, we have a very different position on the facts of the matter, and we have sufficient documentation to support our position. Our legal council will be very happy to produce that documentation in the appropriate court.

This matter is covered by a consumer loan contract. That contract provides the consumer with specific remedies in the event of a breech, or suspected breech, on the part of the lender. This matter is not within the purview of the Better Business Bureau and I respectfully request that the case be closed. Mr. ******* is, of course, free to pursue the more appropriate remedies available to him.


Respectfully,


www.envistacu.com
******************
Executive Vice President
*********************
*****************
**************




Industry Comparison| Chart

Credit Unions, Loan Servicing, Credit Card Processing Service, Real Estate - Commercial, Financial Services, Retirement Planning Service, Mortgage Brokers, Loans - Small Business, Loans, Financial Planning Consultants

Additional Information

top

Envista Credit Union is a Kansas not-for-profit organization. Since it does not publicly solicit for contributions, it does not need to go through the Charity Evaluation process.

BBB file opened: 07/01/1973Business started: 01/01/1964
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

Contact Information
Principal: Mr. Glen Scott (CEO)Mr. Mike Bush (Vice President)Mr. Ron Smeltzer (Executive Vice President)
Business Category

Credit Unions, Loan Servicing, Credit Card Processing Service, Real Estate - Commercial, Financial Services, Retirement Planning Service, Mortgage Brokers, Loans - Small Business, Loans, Financial Planning Consultants

Alternate Business Names
Kansas Super Chief Credit Union, KSCCU

Map & Directions

Map & Directions

Address for Envista Credit Union

3626 SW Wanamaker Rd

Topeka, KS 66614-4528

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Industry Comparison ChartX

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 Nebraska, South Dakota, The Kansas Plains and Southwest Iowa. 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.

*Envista Credit Union is in this range.

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BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (785) 233-4248
  • (785) 235-5311
  • (785) 272-7277
  • (785) 266-9444
  • (785) 273-9444
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BBB Complaint Process

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BBB began including complaint response text in BBB Business Reviews on August 1, 2013.

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Industry Tips for Credit Unions

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BBB Customer Review Rating plus BBB Rating Overview


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Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

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4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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