Complaints

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:07/14/2025

  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.

   
  Better Business Bureau:
  
  A Manager from Kinecta reached out to me hours after I submitted this grievance and resolved the issue. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********ied there were sufficient funds. Kinecta stated that was not enough information and is continuing to place a hold on my checks plus 3 overdraft charges.

  Business Response

  Date: 07/16/2025

  July 16, 2025
  
  
  ******** *********
  
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing in response to the complaint you filed with BBB regarding your recent deposit of two checks and the subsequent hold placed on the funds. Please know that I take your concerns seriously. Upon receiving your letter, I asked my team to research the matter. This letter outlines the results of that review.
  
  According to our records, you deposited two checks totaling $4,006.08 on July 6, 2025. Following the deposit, a hold was placed on the funds to allow time for verification. To help resolve the matter promptly, a manager from our ********************* contacted ****************** on July 11, 2025, to verify the checks. Once confirmation was received that both checks had cleared, the hold was promptly released. In addition, the associated overdraft fees totaling $75.00 were reversed. You were contacted and informed of the resolution on that same day.
  
  At Kinecta your membership is highly valued, and we appreciate the opportunity to address your concerns. If you have any further questions or need additional assistance, please do not hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
  **** ******
  Chief Experience Officer

• Initial Complaint

  Date:06/11/2025

  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.

  Hi, im contacting to escalate a concern i have with my credit union account with **********************. I had a situation happen not too long ago where I had some unauthorized transactions that were posted to my checking account that I did not consent to. The transactions were as follows:-$500 | PLS -$500 | PLS -$100 | ATM -$100 | ATM -$100 | ATM -$498 | ******* -$498 | ******* -$498 | ******* *The total equates to $2,794 I was told that the reason the disputes were denied was because the "Transaction was authorized with PIN". Not too sure what that's about though.. because in the initial call when I reported the transactions in the first place, I vocalized that I had lost my wallet and had my PIN written down inside along with my kinecta debit card I need someone higher up to look at this and do something about it, this is too big of a loss for me to brush over.

  Business Response

  Date: 06/13/2025

  June
  13, 2025
  
  Joel
  Rivas
  
  VIA
  BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with
  BBB regarding charges posted to your checking account that you indicated were
  unauthorized. Account security is of the utmost importance to us, when we
  received your letter, I immediately asked my team to research the matter. This
  letter provides the results of our review.  
  
  We acknowledge the dispute claim you submitted on June 2,
  2025, regarding a series of unauthorized charges totaling $2,794.00 posted to
  your checking account. We initially declined the claim because the transactions
  in question were chip-and-PIN authorized. Additionally, it was noted that you
  had notified us of the loss of your wallet, which contained both your debit
  card and PIN number.
  
  After
  a thorough review by our Risk Operations Department, we regret to inform you
  that, due to the nature of the debit card transactions, the funds are not
  recoverable by Kinecta. Due to the circumstances surrounding the unauthorized
  access to your account, we must inform you that, as a precautionary measure,
  your ATM/Debit card privileges will be permanently revoked for the duration of
  your membership. However, in an effort to resolve this matter and ensure your
  satisfaction, we have issued a credit of $2,794.00 to your checking account as
  of June 13, 2025. A Final Resolution Letter was also mailed to you on that same
  day.
  
  I trust this letter
  adequately clarifies the outcome of your inquiry. Should you have any further
  questions or concerns, please do not hesitate to reach out to our Risk
  Operations Department directly at 310.643.5506.
  
  Sincerely,
  
  Mike
  Squire
  Chief
  Experience Officer

• Initial Complaint

  Date:05/09/2025

  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.

   
  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,
  
  ****** Pierdant ******

  Business Response

  Date: 05/14/2025

  May 14, 2025
  
  ****** Pierdant ******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing to address the complaint you filed with BBB regarding the ProtectPlus Checking account. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.
  
  Our new ProtectPlus Checking account offers a range of excellent benefits and features designed to meet our members' financial needs. To give our members an opportunity to try this new checking account, we provided one month of complimentary access to the benefits, beginning February 1, 2025. The monthly fee of $9.95 was first billed on March 31, 2025, which could be waived by maintaining a $10,000 average monthly balance in your ProtectPlus Checking account. However, we understand that this account might not be suitable for everyone;therefore, we made an alternative option available, allowing our members to convert to a Classic Checking account at their discretion.
  
  In December 2024, we mailed our members the ProtectPlus Checking Account Conversion letter to inform them of the upcoming changes. In addition to the announcement letter, we also included the Disclosure Statement for Change in Terms of Schedule of Fees and Charges and Agreements and Disclosures Booklet advising our members that they can request to change their ProtectPlus Checking to a Classic Checking Account without being subject to a monthly service charge if they notify us within thirty (30) days of the notice. Additionally, the booklet provides a brief summary of all the changes made to the Schedule of Fees and Charges and the Agreements and Disclosures Booklet, which took effect on February 1, 2025. The Consumer Schedule of Fees and Charges and the Truth in Savings Account Agreement and Disclosure Booklet can be accessed by visiting our website at ************************************************************************.
  
  According to our records, on ***** 8, 2025,you visited our *************** Rosecrans Branch and requested to opt out of the ProtectPlus Checking account. Your request was successfully processed, and your ProtectPlus Checking was converted to a Classic Checking account on May ******. The $9.95 monthly fee for March and ***** was credited to your checking account on May 12, 2025. Additionally, according to our Consumer Schedule of Fees and Charges, you meet the requirements to waive the monthly service fee for the Classic Checking account.
  
  Furthermore,a member of our Manhattan Beach ******************************** attempted to contact you on May 9 and May 12, 2025. Unfortunately, they were unable to reach you and have left a voicemail with their contact information.
  
  At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as smooth as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our Manhattan Beach Rosecrans Branch at ************.
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:04/16/2025

  Type:Product 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.

   
  Complaint: 23211381
  
  I am rejecting this response because:

  I did call Kinecta the same day to cancel dispute.

  Never the less I will close this complaint.

  No reprisal on my end
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  
  ******* *****
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing to address the complaint you filed with BBB regarding a dispute claim of $15.18. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.  
  
  According to our records, on April 10, 2025, you contacted our ********************* regarding a purchase order for $15.18 you placed with Temu using ******* Our representative reviewed your account and informed you that the only ****** transaction reflecting on your account was for $56.35, which posted on April ******. You mentioned that you ordered multiple items totaling $56.35, but one of the items was shipped to the wrong address. During the conversation, you requested our representative to process the dispute for $15.18 on your behalf. This request was promptly executed, and your dispute claim was subsequently approved, resulting in a credit of $15.18 to your account on April 11, 2025.
  
  On April 16, 2025, you contacted our ********************* and informed our representative that you had initiated a dispute for $15.18 on April 10, 2025, and advised that later that same day on April 10, 2025, you called back to cancel the dispute claim after speaking with ******. You stated that Kinecta did not cancel your request, resulting in ****** charging you $22.00. Unfortunately, there is no record of you contacting Kinecta on April 10, 2025, requesting the cancellation of the dispute.
  
  On April 18, 2025, you contacted our ********************* and informed our representative that ****** had resolved the matter, and no further action was required from Kinecta.
  
  At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as smooth as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  
  ******* *****
  
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  
  I am writing to follow up on the rejection response you filed with BBB regarding your dispute submission for $15.18 and subsequent cancellation request. Upon receiving your rejection letter, I asked my team to conduct a second review.
  
  Upon reviewing our records, we have noted the following details:
  
  You contacted us on April 10, 2025, at 5:40 PM Pacific Time and submitted a dispute for $15.18.
  The dispute was executed on April 10, 2025, at 6:00 PM Pacific Time.
  
  We acknowledge your statement regarding your follow-up call to cancel the dispute request and take such matters seriously. To ensure accuracy, we conducted a thorough review and identified another record of your call on April 10, 2025, at 6:20 AM Pacific Time.However, this call was unrelated to your dispute for $15.18. Regrettably, our records do not indicate any additional calls from you following the initial dispute submission at 5:40 PM Pacific Time.
  
  We understand that this situation has caused inconvenience, and we want to assure you that providing exceptional member service remains our top priority. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
  **** ******
  Chief Experience Officer
  

  Customer Answer

  Date: 05/04/2025

   
  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.
  Because I have already contacted Kinecta and spoke to a Kinecta **** Therefore I request to close out my complaint.
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/04/2025

  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.

  ******** customer service, just recently sold my home and not even allowed to access my money!!, this banks ***** ! Im switching to a different bank

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  ***** ******
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your recent visit to our Rochester Greece Branch on March 27, 2025, and the subsequent hold placed on your check deposit of $69,436.38. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.  
  
  Firstly,please accept my apologies for any inconvenience this may have caused. We understand the importance of timely access to your funds and regret any frustration this situation may have caused.
  
  As conveyed by our branch employee during your visit, the hold was placed due to the large dollar amount of the check. The receipt provided to you contained information about the hold and the date when the funds would be available.Please note that the information about funds availability is also outlined in our Truth in Savings Account Agreement & Disclosure Booklet provided to you upon opening your membership and is accessible on our website at ************************************************************************.
  
  I am pleased to inform you that the hold has been lifted as of April 7, 2025, and the funds are now available in your account. At ********************** your membership is highly valued, and we appreciate your patience throughout this process.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:04/04/2025

  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.

   
  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,
  
  Amadeus *********y. Costumers should have been given the choice to consent to the free trial / upgrade BEFORE opting them in. Not converting them and making the responsible to opt out after the fact. Thats not how it works. Its not about the money, its the principal of it. Its shady and dishonest.

  Business Response

  Date: 04/10/2025

  April 10, 2025
  
  
  Amadeus *********
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing to address the complaint you filed with BBB regarding the ProtectPlus Checking account. Please know that I take your concerns seriously, and upon receiving your letter, I asked my team to research the matter. This letter provides the results of our review.  
  
  Our new ProtectPlus Checking account offers a range of excellent benefits and features designed to meet our members' financial needs. To give our members an opportunity to try this new checking account, we provided one month of complimentary access to the benefits, beginning February 1, 2025. The monthly fee of $9.95 was first billed on March 31, 2025, which could be waived by maintaining a $10,000 average monthly balance in your ProtectPlus Checking account. However, we understand that this account might not be suitable for everyone; therefore, we made an alternative option available, allowing our members to convert to a Classic Checking account at their discretion.
  
  On April 1, 2025, you visited our *************************** and requested to opt out of the ProtectPlus Checking account. Your request was successfully processed and your ProtectPlus Checking account was set to convert to a Classic Checking account on May 01, 2025.
  
  On April 5, 2025, you visited our *********************** and successfully closed your ProtectPlus Checking account. I am pleased to inform you that the $9.95 monthly fee has been credited to your Savings account on April 7, 2025.
  
  At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as smooth as possible. If you have any further questions or need assistance, please dont hesitate to reach out to our ********************* at ************.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer

• Initial Complaint

  Date:03/10/2025

  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.

  Hello, I am submitting this complaint about Kinecta due to their responses when I called for account assistance. This morning my husband and I called to find out about interest charged on our payment of principal only. I am the sole person listed on this particular account, however my husband handles the online payments and had specific questions that would be easier for him to ask instead of me. I was going to give permission for the representative to speak to him and I on the phone. When the representative was asking me verification questions, I asked him to point out something on our account on the website to make sure I was looking at the correct information. The representative stated to me that while she was asking questions I could not ask anyone for assistance. I told her I needed his help and am going to give her permission to speak with him about the account. You cannot tell someone they cannot ask for help in their own home regarding their own account. There could be a number of factors that a person would need help from a family member or even a friend. For instance, I could have just had eye surgery, maybe for cataracts and cannot see that well, maybe I am blind, maybe I have a temporary medical issue where I need help. Perhaps an elderly person needs their son or daughter to assist them so they better understand. And you are going to tell a member they cannot ask someone for help when they are being asked verification questions? I had already answered the most concerning questions, like my DOB, my social security number and mothers maiden name. But when I am looking at my payment history and trying to ensure I am looking at the most recent day of payment, you want to tell me I cannot have help from my husband, when we pay bills together. I understand the need to verify you are speaking to the correct person, but this does not make sense. They need to ensure they allow assistance for people who have *** issues, like vision, etc.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  **** *****
  
  VIA BETTER BUSINESS BUREAU PORTAL
  
  I am writing in response to the complaint you filed with BBB regarding your recent experience with our ********************* team. Please know that I take your concerns seriously, and upon receiving your letter, I immediately asked my team to research the matter. This letter provides the results of our review.
  
  I understand that you reached out to our ********************* for assistance with a payment ********* mentioned that although you are the sole person listed on the account, your husband handles online payments and had specific questions. Furthermore, you stated that you intended to give permission for our representative to speak with both of you. However, during the verification process, you requested your husband's help to ensure you were looking at the correct information on the website. You mentioned that the representative informed you that assistance could not be provided while answering verification questions.
  
  Our records indicate that when you called with questions regarding your account, our representative was prompted by the system to verify your identity by asking a series of questions to ensure they were speaking with the account holder. One of the security questions required verification of a recent transaction. During this process, you were speaking to someone in the background for verification prior to answering the question. Our representative kindly advised that assistance from the person in the background could not be provided during the verification process as, for security purpose, we need to obtain verification from the account holder. You explained that you were speaking to your husband. The representative then informed you that once the verification was complete, you could give permission for your husband to speak on your behalf. After the verification process was successfully completed, the representative assisted you with your question. Please note that the Identification Verification process is in place to ensure the security of your accounts in order to prevent any possible fraudulent activity on your accounts. Additionally, Kinecta adheres to *** compliance standards, ensuring accessibility for all individuals. If you were in any way disabled, our team would have provided you with information to assist you in the process.
  
  Thank you for sharing your concerns with us. We apologize for any inconvenience this may have caused and appreciate your understanding of our security protocols. At Kinecta, your membership is highly valued, and we want to ensure your banking experience remains as seamless as possible.
  
  
  Sincerely,
  
   **** ******
   Chief Experience Officer