Complaints

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

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  Schools First Federal Credit Union

  15442 Newport Ave Tustin, CA 92780-6473

• 

  SchoolsFirst Federal Credit Union

  9125 Imperial Hwy #A Downey, CA 90242

• 

  Schools First Federal Credit Union

  6501 E Spring St Long Beach, CA 90808

• 

  Schools First Federal Credit Union

  4204 Riverwalk Pkwy Riverside, CA 92505

• 

  Schools Financial Credit Union

  8255 Laguna Blvd Elk Grove, CA 95758-7962

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:10/06/2023

  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.

  On September 16, 2023, I filed a complaint against Schools First Credit Union regarding 2 accounts that they are inaccurately reporting a charge-off on my consumer report. I informed them that I had not received a ****-C Form for the canceled debt. They informed me that the debt was not forgiven so a ****-C was not required. under the *** Publication ****, a ****-C is given whether a debt was Forgiven or Discharged. Both debts were written off. Schools First has received a Tax Deduction also insurance protection on the default of the debt. The *** Clearly defines a charge-off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate! Even if you didn't receive a Form ****-C, you must report canceled debt as gross income on your tax return.15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies. As a furnisher Schools First Federal Credit Union has a duty to ensure they are reporting correct and accurate information on a consumer report which they have not. They have been put on notice for the inaccurate information. By Definition, The *** Clearly says a Cancelled debt or Charge-off is Income. The reporting of these accounts as a debt is inaccurate.As a result, Schools First Federal Credit Union must delete both of the accounts from all reporting agencies.

  Business Response

  Date: 10/06/2023

  Our records indicate that ************** had a credit card and a personal loan with SchoolsFirst FCU.  The credit card charged off on 7/2/2018 in the amount of $1,226.97 and the Personal Loan charged off on 5/8/2018 in the amount of $2,845.49. Charging off a debt is not one of the identifiable events that requires issuance of a ****-C Form.  A ****-C Cancellation of Debt form is typically issued when a debt is deemed forgiven, which SchoolsFirst FCU has not in regard to the two loans ************** had with the credit union.
  
  Based on our research, the two charged off loans do not meet the requirements to receive a ****-C Form.  The loans will continue to report charged off to the credit bureaus. As a result, we will not be making any changes to our credit reporting.
  
  If ************** has additional questions, he can contact me directly to ***********************.
  
  
  Sincerely,
  
  
  *************************
  Manager, Credit Bureau Reporting

• Initial Complaint

  Date:09/17/2023

  Type:Product 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.

  Account number: ************ member ************************************************** was negligent in failing to process my dispute for the transaction on May 5, 2023 for $1828.43 The merchant's shipment was lost and they never refunded me. attempts to contact them have been unanswered. There is no evidence that I ever received anything. I had ordered a silver bar, and the company took forever to process the order and never gave me tracking and when I asked them they said it was returned to them. They may have refunded me, but for some reason my bank account did not reflect this, so the merchant refunded me, but your system erred and failed to credit me!I asked a customer service employee to file a ************** on June 10, and they said they did, but then when I called again recently to ask for an update, they said there was no dispute for that transaction. I asked to please dispute it again then, they said its been too long. This is very disappointing and I am very frustrated at how this bank makes you jump through hoops to fight for your money. No online dispute form, and they make it hard to dispute something. I am filing this complaint hoping management will see this and refund me the $1828.43 that I am owed for merchandise not received. Please dispute if necessary and make the merchant show proof that they shipped something to my address which is **************************************************If truly your employees botched my original dispute and didn't process it, you should refund me out of your own pocket. I pray for relief.

  Business Response

  Date: 09/26/2023

  We are in receipt of a complaint filed with the Better Business Bureau by *******************************. In the complaint, ****************** states that she contacted SchoolsFirst FCU on June 10, 2023, to file a dispute in the amount of $1,828.43 that was posted to her credit card on May 7, 2023. We are unable to locate a phone call placed with SchoolsFirst requesting to initiate a dispute on this date.
  
  We can confirm that our Member did place a phone call to SchoolsFirst on September 7, 2023, requesting to initiate a dispute, at which time we did advise that ****************** had passed the timeframe required to initiate this dispute.
  
  During this call our Member understood the timeframe and advised that she would seek additional assistance with the merchant that debited her account. During this call our team provided ***************** with the phone number of the merchant listed with her transaction to assist.
  
  ****************** thanked us for the communication, expressed her appreciation for the help and then ended the call.
  
  
  Sincerely,
  *****************
  Manager, Dispute & ***********************

  Customer Answer

  Date: 09/26/2023

   This response is tone deaf, and does not resolve the issue.

  However Schools First Choice needs to resolve this, they must file a dispute and recover the funds. Must demand proof of delivery from this merchant. I received nothing.

  Providing me merchant's phone number did nothing. The merchant does not want to be out the funds from a lost shipment, so they are not helping me.

  The bank has a fiduciary duty to protect my funds and I have a right to it. Just because this bank has an unreliable phone system doesn't mean I didn't call.

  I also sent letters and a fax to Schools first choice in June. Why would I wait until September when my order was missing by June!?!!

  Schools First choice must forward this to executive escalations and resolve this or I am closing my account and will also file an arbitration complaint.

  This bank is intrusive and has shocking deflections and unprofessionalism to avoid filing a dispute on behalf of the customer.

  Their negligence sabotaged my request for a dispute in June, and when I called again in September, I was not allowed to say what I needed to say.

  The description of this representtives response, saying I thanked them and everything means nothing. I am a very shy, ***** person who hates having to talk on the phone.

  I was basically bullied and forcefully pushed out of the call, and I am very polite and do not like confrontation in person, like on the phone.

  
  Schools first choices response is tone deaf, and quite frankly, reminds me of a ****** trying to tell the victim what the narrative was.

   

  Absolutely outrageous. I demand relief.
  

  Business Response

  Date: 09/29/2023

  We are in receipt of the response received from Ms.  ******* regarding her complaint filed with the Better Business Bureau. In ****************** states that she contacted SchoolsFirst FCU on June 10, 2023, to file a dispute in the amount of $1,828.43 that was posted to our Members credit card on May 7, 2023. As mentioned in our initial response we have no record of this phone call being received by SchoolsFirst.  We also have no record of a fax or letter sent by ****************** regarding this dispute.  
  
  In reviewing the September 7, 2023, phone call we can confirm the following.
  ****************** requests to file a dispute on her credit card. At no time does ****************** mention a previous dispute was made or to be updated on the status. As our teammember went through the dispute process this appears to be the first time ****************** called to request to file a dispute on the May credit card transaction.
  
  During the call, our teammember asked ****************** questions to better understand our Members needs. Our teammember asked what had occurred during these transactions. ****************** replied that she did not receive the items that she ordered. Our teammember asked ****************** what was not received. ****************** could not answer the question. Our teammember again asked our Member to confirm what had happened and ****************** could not provide a response as to the details of what she order and did not receive. Our teammember then asked if ****************** had reached out to the company involved and she stated that she had not.
  
  During this call our Member confirms her understanding that the timeframe had passed to file a dispute and advised that she would seek assistance directly from merchant. ****************** was given the phone number listed with her transaction. ****************** thanked us for the assistance and ended the call.
  
  To pursue recovery of the funds ***************** will need to contact the merchant directly for assistance.
  
  
  Sincerely,
  *************************************
  Vice ********** ******* Services

  Customer Answer

  Date: 10/22/2023

  I was mentally incapacitated during the call, I was without my medication, and this bank is about to face a discrimination lawsuit for using it against me to not simply process my dispute for merchandise not received.

• Initial Complaint

  Date:08/28/2023

  Type:Product 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 am unable to find out my balances from the ********** bank accounts!! ************ I have tried contacting them but am sent to the ****** branch without any response from them!! Please help me contact them immediately so that I determine my balances. Thanking you in advance for your assistance with this matter. Sincerely, Regards, ***************************** ************

  Business Response

  Date: 09/05/2023

  We have resolved the issue with ****************' online banking access.  We apologize for any inconvenience and concern this has caused her.  We had put preventative measures on her online banking to prevent her from becoming victim to any scams.

  We have confirmed that this issue has been resolved.  If **************** has any questions; she may contact me directly at ************.

  Sincerely,

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

  Assistant Manager, Fraud Management

• Initial Complaint

  Date:08/23/2023

  Type:Order 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 applied for a loan and wanted to consolidate both loans with an extended loan amount of *******. The amount of the new loan total should have been *******. Instead it was $300.00 let that didnt cover the cost of the companion dog. I called many time asking for my bank to honor what they told me. Instead they only approved my loan to cover both loans. This was very embarrassing as the lady was close by to bringing me the companion dog, Im wanting my bank to honor what they said they will do for me.

  Business Response

  Date: 08/28/2023

  We received the correspondence from ***************************** requests that SchoolsFirst FCU review a personal loan request submitted to consolidate existing SchoolsFirst FCU personal loans and include additional funds to purchase a dog.
  Our records indicate that ***************************** submitted a credit application for a personal loan on 8/2/23, to consolidate existing SchoolsFirst FCU personal loans with additional funds requested to purchase a dog. Our objective during the loan interview underwriting process is seeking to understand our Member's goals related to the loan request using the financial tools and details available, as provided by the Member and/or the credit reporting agency demonstrating the financial ability to repay the loan being requested. After reviewing all details ***************************** did not qualify for the full loan amount requested during the loan interview process. SchoolsFirst FCU did provide a counteroffer to consolidate Camilles existing SchoolsFirst FCU loans per ******** request during the interview and gave a small amount of excess funds ($320.21) to ******* to utilize without restrictions. An email notification was sent to ***************************** on 8/2/23 regarding the decision, including the amount of the approval,the term, and the conditions required to move forward with the loan.Concurrently, a letter was mailed 8/3/23 detailing the reasons we could not approve the application on the terms requested. ******* accepted this counteroffer on 8/3/23. SchoolsFirst FCU abides by all fair lending laws and regulations. In the review of this situation relative to the credit qualification for this personal loan application, all appropriate policies and practices were followed. If you have any further questions or would like any additional information, please feel free to email me at ************************************* or please contact me at ************************.  *******************************, Consumer Loan Underwriting Manager.

  Customer Answer

  Date: 08/28/2023

  
  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

  Date:07/14/2023

  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 an auto loan through schools financial in 2011. I was in an accident on June 2016. I had gap insurance because I had bought the car at a dealership. My car was deemed totaled and my loan was paid off to my knowledge. I am not sure why I am just now seeing there was a report made to my credit saying that my account is delinquent and the last payment received was in May 2020. Its been more than 7 years since my car was paid off. Not sure why its being updated now. Ive tried calling Schools to see whats going on and no one was able to assist me but advise I file a dispute with equifax.Schools was paid in full for the auto loan from insurance. I would like the correction sent to equifax that this is inaccurate information. It has negatively impacted my credit for years, unbeknownst to me because I thought everything was paid off and all well with the loan, I never got a call for a missed payment even. I just want it removed simply, to avoid legal action if possible.

  Business Response

  Date: 07/20/2023

  The auto loan in question was obtained through Schools Financial Credit Union January 29th,2011.  Schools Financial and SchoolsFirst FCU merged January 1, 2022; all loans are now held by SchoolsFirst FCU.
  
  Records indicate Ms. ********** vehicle date of loss was June 21, 2016, and insurance proceeds were received on July 5, 2016.  However,Ms. ********** loan became past-due prior to the accident. Ms. ********** May 22, 2016, payment had not been paid and reported 30 days late to the credit bureaus in June 2016. This delinquency was reported prior to the accident and subsequent loan payoff.
  
  Based on our research, the insurance proceeds which paid off the loan were effective dated for June 21, 2016; therefore, the 30 day delinquency will be removed. In addition,the loan close date will be updated to reflect July 5, 2016.  SchoolsFirst has made these changes directly with the credit bureaus in response to Ms. ********** existing credit dispute that was submitted by the Member directly with the credit bureaus on July 13,2023.  The changes will reflect within 3-5 business days.  If ********************** has any additional questions regarding this, she can contact a credit dispute specialist at ************. ext. 8722.
  Sincerely,
  *************************
  Manager, Credit Bureau Reporting

• Initial Complaint

  Date:06/26/2023

  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.

  SchoolsFirst retains ownership of the servicing of my loan yet they contract with a private label 3rd party subservicer who continues unsafe & unsound practices despite having already been cited for them. By phone & letter it's SchoolsFirst Federal Credit Union- Until it's time to take accountability! Then SF points their finger & suddenly it's all the subservicer's fault. Yet the **** states "The mere fact that a supervised bank or nonbank enters into a business relationship with a service provider does not absolve the supervised bank or nonbank of responsibility for complying with Federal consumer financial law to avoid consumer harm. A service provider that is unfamiliar with the legal requirements applicable to the products or services being offered, or that does not make efforts to implement those requirements carefully & effectively, or that exhibits weak internal controls, can harm consumers & create potential liabilities for both the service provider & the entity with which it has a business relationship." In the course of my "lengthy" history with this lender/servicer I have experienced the following: Loss Mitigation uses deceptive/misleading advertisement, gives false/conflicting/untimely information, obfuscates, limits access, ignores disputes. Abstract/repetitive/erroneous requests; They'll have you chasing a "complete" loss mitigation application until the dual-tracked Notice of Sale beats you to it! Meanwhile selectively refuses or "returns" payments, adding mysterious or frivolous astronomical fees. Accepted payments are misapplied, "unapplied" or not applied upon receipt. "Itemized" statements are a joke. Faulty record keeping, deceptive credit and irs reporting. Escrow department manipulates numbers at your expense. Buyer beware;There is no duty of care here, little regard for the letter or spirit of the law, zero accountability &seemingly no consequence. I have additionally provided this information to the ********** ******** ******* and the ****.

  Business Response

  Date: 07/07/2023

  We are bound by contract to report to the credit repositories. In
  reviewing the credit reporting history, it has been determined that the credit
  reporting on *** ******’s account is accurate. While
  we regret this might not have been the resolution for which the Member hoped,
  we appreciate that they brought their concerns to our attention.
  
  On May 2,
  2023, we approved a loan modification for *** ******. A loan modification
  document was mailed and emailed to *** ****** on May 2, 2023. The condition of
  his loan modification approval was to either call us and accept the loan
  modification or make his first trial payment which was due on June 1, 2023.
  Unfortunately, *** ****** did not comply with our requests. As of today, Mr.
  Powell’s loan is still severely delinquent. To bring the loan current, the
  total reinstatement amount and breakdown is listed below.
  
  The total
  due to reinstate *** ******’s loan is 78,149.01. attached, is the monthly
  billing statement that supports the reinstatement figures below.
  
  Total payments of $71,754.16
  Accrued late charges of $587.34
  Bad check fee of $25
  Payoff Statement Preparation Fee of $60
  Foreclosure Fees & Costs and Property Inspection fees of $5,722.51
  
  Since June 20, 2023 statement, an additional $200 foreclosure fee
  was accumulated. Currently, the total amount due is $78,349.01 which is good
  through July 14, 2023.
  
  The credit union makes a diligent effort to provide assistance to
  our Members in times of hardship. We regret that he is dissatisfied with the
  service he feels he received,
  
  If you have any questions or would like any additional
  information, please contact me at ************************** ** ** ************ *********
  
  Sincerely,
  ****** ***** 
  Manager, Real Estate Loan Servicing
  

  Customer Answer

  Date: 07/11/2023

  The seven pages of loan history that *** ***** provided shows the payments I have made on my loan since 2021. Yet according to my credit report there have been no payments made since March 2020. If SchoolsFirst is "bound by contract to report to credit repositories" why hasn't that information been reported? How has it been determined accurate if it reflects neither my recent payment history, nor my current account balance? Several weeks ago I had contacted the **** ****** ********** to discuss making a payment in compliance with the loan mod I'd been approved for. The rep I spoke with briefly reviewed my account and then insisted that her manager had instructed her to transfer my call to their subservicer as they were unable to assist me. The rep I was subsequently transferred to confirmed I'd been enrolled in the mod & informed me that the 1st payment had been paid. In fact SchoolsFirst had applied several of my payments that until then had been held in "suspense" towards crediting my account. Those payments exceeded the amounts necessary to cover the 1st two trial payments. Those payments are further indicated on the documentation provided by *** ***** (needless to say, none of those payments reported to credit repositories)! Yet still somehow I did not comply with their request? Furthermore, shortly after my call with the subservicer, I had sent a secure message to the **** ****** ********** asking for clarification & confirmation on the info provided to me during that call. Their response did not address my question nor provide any indication that I had not complied with their terms. Meanwhile the credit union's "diligent efforts to assist in time of hardship" have included adding approx $7,550.49 in fees to pay for their dual tracked attempt at a non-judicial foreclosure on my home, despite my exhaustive attempts to meet their unreachable demands. 0/5 stars. This credit union does NOT assist it's members in times of hardship. They ARE the hardship!

  Business Response

  Date: 07/20/2023

  As stated in our previous response, our records indicate that the
  credit report is accurate. The account initially went delinquent in May 2020. *** ****** is due for May 1, 2021 payment.
  
  The payments previously applied that were in suspense and were posted
  to the oldest delinquent payment, prior to the most recent modification
  approval on April 28, 2023.
  
  On April 28, 2023, *** ****** was approved for a three-month trial
  loan modification, and received the loan modification documents on May 2, 2023,
  with the first payment due on June 1, 2023. Notification of acceptance of the
  trial modification was due by May 12, 2023.
  
  In an attempt to continue assisting *** ******, on July 13, 2023, we attempted to contact him via telephone and left a voice message
  with our contact information. Our call was to request that *** ****** make his
  first trial payment of $2,959.73, which was due on June 1, 2023, as well as the
  agreed required $25,000.00 down payment. The trial payments are due for June 1,
  2023, July 1, 2023, and August 1, 2023.  A
  payment in the amount of $2,959.73 was received and applied to the suspense
  account on July 14, 2023, for the June payment that was due June 1, 2023. The
  payment is in suspense because we have not received the $25,000 down payment as
  stated in the modification offer. The July payment that was due July 1, 2023,
  has not been received.
  
  Although we have attempted to assist
  *** ****** by providing forbearance relief and loan modification approval over
  the past 3 years, *** ****** has not complied with the terms offered to him.
  
  If you have any questions or would like any additional
  information, please contact me at ************************** ** ** ************ *********
  
  Sincerely,
  
  
  ****** *****
  
  Manager, Real Estate Loan Servicing 

  Customer Answer

  Date: 07/22/2023

  **. ******* responses illustrate the same misconstrued and misleading spew that led me to file this complaint in the first place.

  Despite his insistence that the credit reporting was/is accurate, on July 13th SchoolsFirst sent a letter stating they had adjusted the reported information. Per their July 14th update, not only have they continued to suppress my payment history, my "accurate" balance has been updated to a number even further from the truth than previously reported! Although my most recent loan statement states a balance of $413,771 they reported an updated balance of $460,646! They claimed to investigate my dispute and then deliberately reported a $46,875 disparity. Additionally, the newly updated past due balance AND the monthly payment amount were also reported incorrectly! It's such a joke!

  On July 18th I received a letter informing me that I am no longer eligible for any foreclosure alternative because I did not comply with the terms set forth in the agreement. **. ***** insists I did not comply with the "agreed upon" $25,000 deposit due at the beginning of the trial period. However, the loan modification document that I was sent that he is referring to actually states $30,479 due along with the 3rd and final trial payment on Aug 1! Where is the consistency in any of this?

  **. ***** is correct in stating that I missed their call on July 13th. I can't even begin to describe the number of times I have called SchoolsFirst myself & the amount of my life that's been absolutely wasted! It's always a different story, and no resolution. This is the diligent effort I've been forced to work with, being strung along & gaslit with an endless labyrinth of lies & barriers disguised as "assistance". The myriad & extent of conflicting and false information coming from this business surpasses simple negligence or incompetence; I can't even make this stuff up! I appreciate the BBB for providing the platform to invite SchoolsFirst to demonstrate this for themselves.

• Initial Complaint

  Date:06/21/2023

  Type:Sales and Advertising 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 an auto loan through schools first in 2018. I was in an accident on September 21, 2018. I had gap insurance because I had bought the car at a dealership. My car was deemed totaled and my loan was paid off to my knowledge. I am not sure why I am just now seeing late penalties on this account. It is claimed that I have two 30 days and one 60 day late payment. These payments occurred after I was told the loan was dealt with. It shows I paid September, which is correct because the accident was later in the month. It later says that I missed the October payment, as far as I was told, I no longer had to pay, but somehow I paid November and then missed ******************* SchoolsFirst was paid in full for the auto loan from insurance that I responsibly carried for that reason. I want the correction sent to all credit bureaus that this is inaccurate information. It has negatively impacted my credit for years, unbeknownst to me because I thought everything was paid off and all well with the loan, I never got a call for a missed payment even. I just want it removed simply, to avoid legal action if possible.

  Business Response

  Date: 06/29/2023

  The auto loan was obtained through Schools Financial Credit Union February 2017.  Schools Financial and SchoolsFirst FCU merged January 1, 2020; all loans are now held by SchoolsFirst FCU. The loan was reported 30 days delinquent in Oct and Nov 2018. Schools Financial, spoke with ************** regarding her auto loan delinquency on Sep 4, 2018.  **************** auto loan was 17 days past due. She advised her vehicle was involved in an accident Aug 28, 2018, and was awaiting results of her insurance claim.  She was advised she was responsible for the loan and payments due, until the loan was paid-in-full.  ************** was also advised of negative credit impact at 30-days delinquency due to non-payment.  ************** was contacted on September 11,2018, and informed the loan was 24 days delinquent and encouraged to make a payment before late reporting to the credit bureaus took place.  ************** was made aware of her responsibility to make timely loan payments during the insurance and GAP insurance claim. On Sep 17, 2018, ***** advised she had initiated a GAP claim.  She was 30-days delinquent and was advised of negative credit reporting. Continued conversations were had through Nov 20, 2018, when she advised she completed paperwork for a GAP claim.  ************** was advised of negative credit reporting impact. GAP payment was received Dec 14, 2018, and applied to the loan effective Nov 21, 2018,there was a balance left on the auto loan.  Records show ***** was granted payment deferments which were not covered by her GAP policy.  On Feb 7, 2019, ************** paid the remaining balance and the auto loan was closed that day. Based on our research, ***** did not make timely loan payments while her insurance claims were being processed, the credit reporting is deemed accurate and SchoolsFirst FCU will not be making changes to the credit report. If ************** has any questions, she can contact a credit dispute specialist at ************. ext. ****. **************, Manager, Credit Bureau Reporting

• Initial Complaint

  Date:04/06/2023

  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 saw my credit report and noticed that there are inaccurate and fraudulent accounts I needed to report and correct by your company. Evaluate and investigate those account that is not 100% accurate. Here are the lists that indicate the company name, balance, and date last reported:Account Name SCHOOLSFIRST Balance $302.00 Account Number ***********

  Business Response

  Date: 04/11/2023

  ********* complaint.  Refer to response given in complaint ID #******** and #********.

   

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

  Vice ********** ****** ******* Experience

• Initial Complaint

  Date:03/13/2023

  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.

  Account # ******* I have a late payment that has been posted to my credit file I have been paying my account through easy pay since the start of my loan this service ended in August of 2022 and I began to walk my payments in when I lived locally because the new process was difficult and confusing for me I moved out of town in November 2022 and began to try to use their online system to pay my bill which is resulted in many difficulties. I've called several times and made attempts to pay online to no avail. I want this negative report taken off of my credit file as I keep trying to pay my bill it says there's no amount due, I have pictures and proof of my attempts to pay and will go to small claims court if this is not resolved

  Business Response

  Date: 03/19/2023

  We are in receipt of a complaint filed with the BBB by ***********************.  In the complaint, ************** states SchoolsFirst FCU made a negative report on her credit file and believes it to be the result of the discontinuation of the EasyPay payment system, which was sunset by SchoolsFirst in August of 2022.  ************** wants the negative report taken off her credit file.
  
  To research this complaint internal notes and records were reviewed.  Through our research, we are unable to determine what negative reporting ************** is referring to.  Her most recent payment history shows 4 payments of at least 30 days past due, some of which predate the cessation of the EasyPay payment system in August 2022.  In addition, according to our records ************** has had 9 payments of between ***** days past due, which would seem to indicate issues with payments not resulting from the aforementioned closure of EasyPay.
  
  SchoolsFirst provided former users of the *************** notice of its discontinuation in May and June 2022 with alternatives available to our Members. 
  
  Based on our investigation were unable to determine which negative reporting is being referred to and the basis for this credit dispute.  SchoolsFirst FCU understands the importance of accurate credit reporting and abides by all laws and regulations pertaining to fair credit reporting.  If ************** wishes to file a credit dispute and provide all the information necessary for us to investigate it, she may visit any branch or contact our ********************* at ************ to request more information.
  
  
  Sincerely,
  *****************
  Manager, Consumer Loan Servicing

  Customer Answer

  Date: 03/19/2023

   That report of 9:30 day delinquent payments is defamation and inaccurate information and I will be filing a legal lawsuit

  Business Response

  Date: 03/20/2023

  We are in receipt of ****************** response and her intent to file a lawsuit regarding the decision to not correct accurate credit reporting.

   

  Sincerely,

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

  Vice ********** ****** ******* Experience

• Initial Complaint

  Date:02/09/2023

  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.

  Upon seeing my credit report, it pays my attention that the following accounts are inaccurate and fraudulent. I am a consumer by law. I am not happy about it what I saw. This hurt my credentials as a consumer. Here are the listed details of the account with discrepancies:Account Name SCHOOLFIRST FCU Balance $302.00 Account Number ***********

  Business Response

  Date: 02/17/2023

  ********* complaint.  Please refer to the response given in complaint id numbers: ******** and 17493378.

   

  Thank you,

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

  Vice President ****** ******* Experience