Business ProfileforU.S. Eagle Federal Credit Union

Dear Better Business Bureau, I am filing this complaint against the US Eagle Credit Union. I have had a vehicle loan with this Credit Union since June 2022. After I first secured this loan I noticed that the Credit Union assessed two forced insurance charges of $97 each on our loan because the dealer we purchased the vehicle from did not provide our insurance information. I emailed *************************** with our insurance declaration showing we had vehicle insurance for the duration of the loan. The Credit Union subsequently refunded the forced insurance charges assessed on 7/12/2022 and 8/09/2022 with a refund on 8/16/2022. At no point during this process did I receive any information from the Credit Union to indicate that I was required to provide insurance declarations for every policy period. A review of the FAQs on their website only explains that insurance is required for the duration of the loan. It was therefore my expectation that insurance declarations would only be required when I changed carriers and that the Credit Union would monitor our policy number to ensure that we had no lapse in coverage throughout the term. On November 22, 2023, after reviewing the status of our loan, I noticed that we had forced insurance charges assessed on our loan since January 3, 2022. I had received no messages from US Eagle via email, letter, phone, or internal secure messaging notifying me that these charges were being assessed or to provide updated insurance. My practice until that point had been to simply ensure that our monthly loan payment was processed. I did not realize that a forced insurance charge was added to the principle of our loan on different days each month. I immediately emailed *************************** with our insurance declaration for the current period and requested a refund of these forced insurance charges. I received no response to this email (attached, dated 11/22/2023), but I noticed a refund of $485 on our account which I believe is for the five forced insurance charges for the 6/01/2023-12/01/2023 period I provided. I sent a second email (dated 12/01/2023), which included our renewed vehicle insurance for the period of 12/01/2023- 06/01/2024. I sent this on the day the policy was renewed to avoid a forced insurance charge. No response to this email was provided and I had a forced insurance charge placed on our loan (dated 12/06/2023). I sent a third email (dated 12/02/2023), which included our vehicle insurance card for the 12/01/22-6/01/23 period to address the forced insurance charges remaining on our account. No response to this email has been provided and no refund issued. Finally, I sent a fourth email (dated 12/07/2023), which included a short history and all the attachments I previously provided. In that email I requested a response to this inquiry and noted that I would be filing a complaint with the NCUA and BBB if this issue was not promptly addressed. I have received no response to this email other than the refund of one forced insurance charge on 12/12/2023. Please let me know if any additional information is requested. Sincerely, *** ********