ComplaintsforArizona Central Credit Union

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife called on 1/31/24 at 16:55. She talked to ******. All I wanted to do was be taken off their mailing list. Easy right? Nope. She would only take me off their mailing list if I gave her my social security number. Can someone please explain to me why my SSN is required to do this simple act?

  

  Business response

  02/06/2024

  Dear ************, in this day of identity theft and account takeovers, when members call, for any reason, we verify their identity to ensure we are speaking to the correct individual.  And while we understand your frustration when calling for the simplest request, conversations often migrate to address specific account information which is why we confirm the identity of the caller, every time.  To avoid this frustration, if you logon to eBranch, our home-banking application, and initiate a secure chat your identity is already confirmed and you will not have to reconfirm your information.  Our security procedures have thwarted a multitude of account takeovers and protected member assets. 

  Please accept this as confirmation that you have  been removed from marketing communications.

  We appreciate your business and ongoing support of AZ Central Credit Union.

  Customer response

  02/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I tried to place an order for new checks with ***************************, the company that AZCCU uses, and have my mailing address updated on the checks only to be told that you have to call the financial institution to do that, no big deal right? Well, after contacting the main number and speaking with a representative, waiting over 30 minutes to speak with someone, I thought that everything was taken care of. After waiting over 30 days, no big deal I still had roughly 5 checks left, I never received the package only to call *************************** to find out what was going on, then being told that the address was never updated and they were sent to the old address. I then called AZCCU to wait again for over 30 minutes only to be told that yes, it was their error and that the teller never updated the correct address. I told them that I have waited over a month for the checks and that since it was their error they needed to replace the checks at no cost to me and for the Credit Union to pay for the expedited shipping. I was then placed on hold again and when ****** arrived back she informed me that they would not cover the expedited shipping. after asking to speak to a supervisor I was told no one was there to help, only until I told them I was on my way to cancel my accounts was someone available to authorize the shipping. After waiting 5 more days for the checks and another ************************************************************************** over 13 years the post office has never refused a package of mine let alone one you have to sign for.I was told no one knew why that would be and they could not offer any help or solution. Then after closing the accounts I was not even allowed to get all my money back in cash as requested. The manager then took another customer in her office, whom she knew personally, only to have that customer come out yelling at me after not knowing the situation. It is with no doubt she discussed the situation with the man she personally knew.

  

  Business response

  10/10/2023

  I have completed the research into the details of **************** complaint.  Unfortunately, **************** description of our multiple failures at ordering his checks is correct.  We fell far below our services standard and have addressed our shortcomings with our team to ensure this situation does not reoccur.   When ************ came in to close his account, he wanted all his funds in cash.  Unfortunately, for large cash withdrawals we often times are unable to make them without prior notice.  We explained this to  ************ and offered an amount in cash with the remainder in a Cashier's Check, or he could wait 2 days for our next cash delivery to  receive all his funds in cash.  This scenario further frustrated *************  This is where **************** description of the situation and the credit union's cease to align.  I will not address his account of our manager's and another member's behavior, because his description is inaccurate and his membership with the credit union is closed.  The opportunity for resolution is passed.  We are sorry for our failures and if ever ************ provided the opportunity, we will do better. 

  Customer response

  10/10/2023

  Unfortunately this information is not entirely accurate. The accurate part is that AZCCU did in fact s**** up, yes admitted by their own accord. However, was is not correct is the fact that when I requested the money in cash I was informed that they could not do that in full but that they could offer some in cash and the rest in an official check or I could wait a week and receive the rest in cash when they ordered it instead of the check. As to the actions of the employees that is also incorrect. The manager was in no way interested in me keeping my account there as the teller was trying to offer solutions or an explanation. On an end note, I did finally receive the checks, almost two months later, after the initial request, and nearly two weeks after the replacement order was supposed to be overnighted. It really is in your best interest to keep your money away from an Institution that is supposed to be member based and then fail to recognize that member, just their financial matters. 

  

  Business response

  10/11/2023

  Again, we wish ************ well and regret that we did not meet his expectations.  

  Customer response

  10/11/2023

  This is the world we live in now. 
  
   
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I refinanced my vehicle with Arizona Central Credit Union (From this point on will be referred to ACCU) in the summer of 2021. I purchased a new vehicle in January of 2022. I got charged for a vehicle payment in February of 2022 for the vehicle I did not own anymore.I reached out to ACCU to find out why they charged me. They said they did not receive a payoff from the dealer I traded in my vehicle to. I contacted the dealer they said ACCU did not have the title for the vehicle so that they could not pay the vehicle off until ACCU has the title. I then had to call back ACCU to relay this information to them and they now said yes that they do not have the title and would look into it. About 20 minutes after this call, they called me back stating that I had to call the refinancing company I used to find out where the title was. ACCU was the company purchasing the vehicle, it took them almost a year and my phone call to realize that they didn't have the title for a vehicle they paid for. I had to pay for an additional vehicle payment for a vehicle that was not in my possession and they knew that the dealership was trying to payoff the vehicle had already reached out to them, Making me their customer do all the legwork to get results for their company. The end result. I waited 3 weeks and no call from ACCU, i reached out to them and they responded saying yes it was sent off and we have refunded the overpayment to your account. Which was way less than the extra payment I made for the vehicle I didn't own anymore (which should not have been an issue if they would have had the title on hand) They also charged me a $10 fee for an instant transfer which I chose, due to having to deal with their non-sense for the last month so I did not have to deal with this company again. They failed do their part in the refinancing side of this transaction which resulted in me having to pay for something I did not own anymore and they were aware they did not have the title.

  

  Business response

  03/01/2022

  This loan came to ** Central CU through our remote refinance channel.  While the information we provided ******************** was the truth, the fact we didn't act as his advocate fell below our service standards.  We are solely dependent on the previous lender to process their lien release to allow us to process all the necessary title work on our end.  We should have followed up with our refinance channel partner for assistance with his current lender.  While he did make a payment while waiting for the title work to be completed, it simply reduced the payoff amount, actually avoiding any potential late fees by NOT making the payment because of the title work delay.  In fact, the excess payoff amount of $280.21 was refunded to ****************** account on 2/24/22.   As a courtesy, I am refunding the $10.00 fee assessed and depositing an additional $100 for gas, for the time and inconvenience he experienced during this transaction.  (We previously sent physical gas cards, but thought this would be more convenient for him, since he is in another state.)

   

  Thank you for your time and consideration.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle through a 3rd party.Shortly after signing the papers, I began receiving letters from AZCCU. They indicated I must IMMEDIATELY provide proof of insurance from the DATE the loan originated with AZCCU as the lien holder. (It was holiday season).I called the ************************* and was unable to reach a live person. I then spent ***** minutes on hold calling AZCCU.I contacted my insurance company, they sent the information. This did not work.I had them send it again AND I sent it myself I called AZCCU again waiting on hold for half an hour.As of today 1/3/21 the ************************* automated call center relays they still do not have my insurance information.I am on hold RIGHT NOW; and have been the entire time it took me to file this complaint!

  

  Business response

  01/04/2022

  We have researched the situation and identified the insurance tracking issue and corrected it with our vendor/partner.  We have spoken to ****************** and confirmed with her that everything has been corrected and she has not incurred any charges related to this delay.  She appreciated the follow up and confirmed this matter is resolved.

   

  Thank you for your consideration.

  Customer response

  01/04/2022

  
  
  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  Regards,
  
  
  *************************
  
  
   
  

*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. ↩