ComplaintsforAchieva Credit Union

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No one resolves issues. Achieva bounce you around to different departments and blame other companies. Ive called at least 5 time regarding this issue. The last call (On hold for 30+ minutes) Achievas representative said I would have to physically come into the branch and I am on a travel assignment out of state. This is regarding my elderly mothers electricity. She has medication that must be kept refrigerated & on a breathing device. I am incurring late fees and her electricity is in jeopardy of being disconnected. I scheduled a payment with Achieva CUs bill pay system on 5/21/2024 to be paid by 5/24/2024 to ************ Previously, the payment would be sent within 3 days, electronically. The new system stated the payment wouldnt reach *********** until 5/29/2020. Achieva now send out electronic checks?!?!? I called to informed *********** and they extended the due date until 6/10/2024. It is now 6/5/2024 and Duke informs me that the payment reached Duke and was recalled by Achieva CU on 5/22/2024 at 6:03pm (Transaction ID: ********. I did not cancel the payment. The payment amount is still missing out of my account and shows delivered on 5/29/2024. This is frustrating & being dismissed by those who have your money is borderline abusive. *** transferred out 80K from my saving from Achieva for their past errors and PLAN on taking my banking business elsewhere! Ive been a member of Achieva CU since they were Teacher Credit Union. If there is any medication loss or any adverse health events as a result of this, I will seek legal counsel. This is a shame!

  Business response

  06/18/2024

  Dear **************;

  I investigated the claims you documented in your complaint.  The complaint states that you experienced a service & bill pay issue regarding a payment you scheduled on 5/21/2024 to be sent on 5/24/24.  I reviewed your account and the payment was presented from *********** and debited from your account on 5/29/24.  Achieva Credit Union never recalled the payment.  

  I hope this clears up any confusion regarding the complaint.  If you have any additional questions, please contact me directly at **************.

  Sincerely,

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

  Chief Risk Officer

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Achieva CU rolled out a bill pay system that is extremely difficult to use, did not carry over accurate information from the old system and as a result, I now have a $48 late fee on my mortgage. I was just notified via email from Achieva that a payment I made March 28th for an April mortgage payment was returned via *** to Achieva, with a bad address. This address has been in the system for a long time and apparently, wasn't used because the old system allowed electronic payments. The new system, does not give that option. In fact, of the numerous payees I had set up electronically with the old system, only one works with the new system. I would have updated everything, but as I indicated above, they system is extremely difficult to use and hard to find where you can edit payees, unlike the old system where it was very easy. I called Achieva a few weeks ago to complain, an employee said that the new bill pay was "and acquired taste" and admitted it was difficult to navigate. I have damages now from this system and plan on taking my banking business elsewhere, been a member of a CU they acquired since 1991, but ever since they started gobbling up smaller institutions, this place has gone down hill. Which genius that decided to use this pile of junk bill pay is beyond me.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Achieva Credit union did an upgrade to their ******************* service, at the rollout i have experienced many problems and nobody can fix things.I had some payees that were electronic transfers for paying my bills which would take 1-3 business days to process, now said payees are checks and the processing time has taken up to 7-9 days to process. I have contacted Achieva and they tried to help but could not . The stress of not knowing if by bills on time has been intense. I have had to call each payee multiple times to ensure payment has been made. Some payees were posted , then missing money then not posted. They cannot fix the issues .

  Business response

  04/11/2024

  Dear ************;

  We were sorry to hear about the issues you experienced with some of the billers during our recent conversion.  Our Digital and Payment Product Manager reached out to you and provided resolution to all of your issues.  I see that you agreed all the issues are now resolved.  Please let us know if you have any additional questions or concerns.

   

  Thank you so much for your membership with Achieva Credit Union,

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

  SVP/Chief Risk Officer.

  Customer response

  04/16/2024

   
  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,
  
  ***********************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid car loan in full at bank on 03/11. Money transferred from my account 03/11 Been asking for proof or letter that my car is paid off and now 9 days later still nothing. When you hand over more the $35,000 the bank should give you something. I did many emails with no response. I have called many times just to be put on long holds and hang ups. Only one person told me it can take 10 more days or more. All I want is some form of confirmation that the loan is paid.
  

  Business response

  03/22/2024

  Dear *** *********

  I researched your complaint.  Our records show we sent you a letter stating loan was paid in full on 3/22/24.  Please let me know if you have any further questions.

  Sincerely,

  Lisa S.

  SVP/Chief Risk Officer

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello my name is *********************************, I am reaching out in hopes of getting an issue resolved with the help of your company. On or before November of 2022 I became a member at Achieva credit union. According to Achievas statement it is owned by the members who bank with achieva and is a non profit organization who loves serving their members.Lately I have not been feeling this way. In doing my research I joined Achieva to help build my credit and become financially stable. Instead I am getting the opposite. Since joining I have applied for several loans and was denied. I filed a complaint with an employee higher up within the company, and an outside organization as well about the matter, nothing was resolved. After some time had passed Achieva came up with a loan called a quick cash loan to help members like myself qualify for a loan with no credit check required. The loan is mainly for members who are struggling financially. I fall in that category. I got behind in my payments a few months ago due to unforeseen circumstances. Achieva closed my checking account because of this without my knowledge, I spoke to ****** about it, who is the manager in the loss prevention department. She told me because I told them to do whatever they needed to do. Thats the reason why I wasnt notified my thoughts were but its my account. Moving forward, I received my taxes earlier this month even though ****** agreed to give me until the end of March. I paid a few payments towards two loans that are charged off. Also, I paid one of the quick cash loans off in full. These are the three loans I have been struggling to pay. Now, I am at the point where I have no more money because of paying off loans and other debts, Some of the employees are giving me a hard time with my request to reverse my loan that I paid in full to help me financially for now. I reached out to the *** and others. The documents are attached to support my complaint.Thank you for your time

  Business response

  03/22/2024

  Dear ********************;

  As a member of Achieva Credit Union, accounts have to be good standing in order to maintain a checking account.  When loans are charged-off it causes a loss to the credit union.  We close related checking accounts to ensure we do not incurr further losses that impact our membership.  We appreciate you making efforts to pay off the loans that were charged-off.  We are trying to contact you by phone to determine if we can reopen your checking account.  I have left several messages.  I hope we can talk next week. 

  Take care,

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

  SVP/Chief Risk Officer

   

  Customer response

  03/25/2024

   
  Complaint: 21457159
  
  I am rejecting this response because:
  I am dissatisfied with the companys decision. In regards to my loans, only two of the three were charged off. Loan number L4112 wasnt charged off. Also, per ***** request, I sent over documentations to move forward with the reversal of that loan and it was denied. This company doesnt want to help me, if they did the payment would have gotten reversed by now. I returned their calls and never received a callback. I also left several voicemails.
  Sincerely,
  
  *********************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I disputed this account 3 times with no response; 9/7/23, 10/7/23, and 11/10/23. Acheiva Credit union did not investigate the account *********. They did not enter a notice of dispute. They did not send a response back from investigation. Please see the attached letters. Delete this acount immediately for violating my rights:Under ****i- FAILURE to conduct investigation US Code **** e(b) collections must be 100% accurate across all 3 bureaus.Under 15 U.S.C. ****i Paragraph (5) any information disputed by a consumer an item of the information is found to be inaccurate or incomplete or cannot be verified the consumer reporting agency shall (i) promptly delete Please see all of my attached disputes showing blatant errors in reporting- violating my consumer rights. Furnishers have an obligation to comply with FCRA and metro 2 compliance.

  Business response

  12/08/2023

  Dear **************;

   

  I investigated the complaint you filed and confirmed that at the time of debt settlement of the three accounts, you were made aware that since the debt was not paid in full, your credit report would reflect debt settled for less than owed.  If you would like to remove those debts from your credit report, you must pay the full amount owed.  If you are interest in doing so, please contact me at **************.

  Sincerely,

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

  Chief Risk Officer

  Customer response

  12/11/2023

   
  Complaint: 20967347
  
  I am rejecting this response because:

  The account is reporting with errors. ******* has refused to investigate the account leading to a violation of my consumer rights. I am entitled to an accurate and complete credit report. Equifax and Transunion are reporting the account as open while Experian reports it as unknown. Account details is unknown with Experian and Transunion reports it is deposit related. Date opened with Equifax and Experian is 07/01/2020 and 07/02/2020 with Transunion.Terms with Experian are 1 and 0 for the other 2 bureaus. There has been no notice of dispute entered on the account (After disputing for 3 rounds) Equifax reports derogatory and Experian and Transunion report paid. Payment status is also wrong; Equifax and Transunion report collection/ charge off while Experian reports unknown. Date of last activity is inconsistent between bureaus. Equifax reports 02/01/2022. Experian reports 07/01/2022. Transunion reports 05/04/2022.Date of last payment is also inconsistent across bureaus. Equifax reports 02/01/2022.Experian and Transunion report 05/04/2022.
  
  Per FCRA I can get **** per violation. I deserve the right to an ACCURATE AND COMPLETE CREDIT REPORT. In light of all of those errors and your failure to investigate, I consider it a disgrace that you would try to bribe me to get this account off of my ********************** report. You have a duty as a creditor to a furnisher. You failed to investigate this account on 3 different occasions. You did not make the proper corrections to the errors above. You didnt even enter a notice of dispute (which has a monetary value of **** per credit report) Per FCRA I can get **** per violation. I deserve the right to an ACCURATE AND COMPLETE CREDIT REPORT. I demand this be removed or I will peruse litigation for a violation of my FCRA rights. 
  
  Sincerely,
  
  *************************

  Business response

  12/14/2023

  *******;

  I attached the letters provided at the time settlement.  The letters clearly state the accounts were settled for less than amount owed which is what is reported on the credit reports.  Also the branch notes state: "BRANCH CALLED MBR AT BRANCH. I TT ***** AND AGREED TO SPLIT ALL FEES WITH HER, BUT THIS ** SHOWING ON HER CREDIT AND CHEX AS SETTLMENTS. MBR KNOWS AND SD THAT'S FINE. SO AGREED TO SETTLE C/O #******* FOR $766, #******* $2146 AND #******* FOR $1008. THAT IS SPLITTING ALL FEES WITH MBR. ******** OR CASHIERS CK AS WELL"  

  You are welcome to pay off the remaining amount owed and the trades will be removed from the credit reports.

  I hope this clears up Achieva's position.

  Sincerely,

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

  Achieva Credit Union

  SVP/Chief Risk Officer

   

   

   

  Customer response

  01/11/2024

  I originally filed a complaint against ******* on 12/6/2023 (Complaint ID: *********. Chief risk ******** ******************* responded to the complaint with a PROMISE to remove the debts from my credit report if the account was paid in full. I went to the branch and paid in full. I asked them to notify *********** immediately for the removal of the debt. **** told me that she never said the debt would be removed from my credit report and that they cannot take it off. The account is reporting as a new charge off on all of my credit reports now. The credit union lied about removing the debt if I paid in full and they continuously report inaccurately. This should be criminal.

  Business response

  01/12/2024

  I verified that Achieva sent the correct information to all three bureaus attached above.  As I promised you, the debts are shown as -0-, paid in full.  The tradeline appears because it is a transaction that happened, which we are required by regulation to report..  The account was a charged-off loan and the remaining balance was paid in full--no debts owed and the account is closed.  I don't understand why you are rejecting our prior response. 

  Sincerely,

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

  Chief Risk Officer

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a victim of fraud through Achieva's services. My credit and debit card was compromised and luckily they did catch that. However because both of those avenues were compromised, I received messages and a call from Achieva's main number and the agent claimed that my main account was compromised and asked to verify information. Because of that I lost $1500 through Zelle. The money was stolen from my account and transferred through Zelle, which Achieva pushes it's members to use. I reported the money lost within an hour that I noticed unauthorized transactions were going through via email alert. I reported to the credit union and did a police report. Achieva claimed that they could not recover the money stolen since it was ***** and that ***** is seen as a "cash transaction". After being a member for fifteen years, I am extremely disappointed at the lack of care. I did everything I was supposed to and I was just told "sorry, too bad" I rarely ever use Zelle and it was very apparent that these transactions were fraudulent. The fact they use that app built in to their mobile banking is concerning since it seems to not be safe and they nor ***** claim to be liable for fraud. Overall, just extremely upset that there was no resolution to the fraud and that I, a loyal member, was left up a creek without a paddle. I pay extra for the checking plus and was not protected.

  Business response

  09/25/2023

  Dear **************;

  I investigated your complaint.  I understand the *** messages you received were very similar to the *** messages you received regarding your other Achieva accounts.  As we discussed on the phone, we were able to meet your request.  Thank you for your long-standing membership with Achieva Credit Union!

   

  Sincerely,

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

  Chief Risk Officer

  Achieva Credit Union.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Again Achieva is not authorizing payments once again. They have cost me over $300 in fees so far and delaying getting payments made even with associate on the phone explaining that this is not a fraudulent charge and transaction still will not go through. See video for proof. All information is listed correctly as you can see in photo attached. Do not bank with this credit Union. Their fraud department is a joke. If you are explaining with a live agent that this is not a fraudulent transaction that should be the end of the declines transactions. You will incur fees for late payments and even miss auto payments which have been scheduled. This credit Union is by far the worst and they do not take responsibility or reimburse customers for these fees.

  Business response

  08/04/2023

  Dear **************;

  Thank you for sending the screenshots on this BBB complaint.  You were sending the payment using your Safari app on your iPhone.  Here are the instructions you need to follow to ensure your new card information will be used to process a payment: 

  Tap Settings
  Scroll Down to Safari - Tap Safari
  Scroll Down to Autofill - Tap Autofill
  Tap Saved Credit Cards - Enter Passcode
  Locate the credit card you wish to delete.
  Tap Edit - then tap Delete.
  Repeat for each card you want to remove.

  I attached support documentation to show you that the transactions that you were attempted to pay was accessing your old card information.   Even though you were typing in the correct information for the new card, the old information was used for processing the payment.  This is a ***** with Safari.  Once you delete the old card information from Safari and add your new card information and save it, your transactions will process correctly.

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

  Chief Risk Officer

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the male with a statement for what looks like a savings account that was opened 4/1/2023 of this year for $1. I did not open this, its under my maiden name and I was not even in the country during this time. The statement shows the date 06/30/2023. I tried to call and was prompted that there were after hours call Centers and called that and it was still unavailable. I have nothing in my emails that state the account being opened, no phone calls, no login, just this letter and the last 4 of my member number. Its showing I have a share of something but I dont know what of.

  Business response

  07/10/2023

  Hi ******;

  It was great speaking to you today.  I believe I answered the question you had regarding the origin of your account with **********************.  Please don't hesitate to contact me if you have any additional questions.

   

  Thank you,

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

  Chief Risk Officer

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Main checking account card frozen for possible fraud alert. Called to verify I made the charges and card unfrozen. Went to use card and it declined. Called back to unfreeze card. Double checked after unfreezing card to make sure purchases and payments would go through. I was assured they would. ******* cell phone automatic payment with card was declined and another attempt made automatically was declined. This resulted in my phone lines being turn off and I had to pay late fee of $45 and reconnection fees per line totaling $200 for 5 total phone lines. **************** could care less about my fees incurred after I was assured my payments and purchases would go through. It is ridiculous that I did my due diligence by calling them to unfreeze the card multiple and to make sure my payments would go through and was told by customer service that everything would be fine and falsely reassured by the associate. I have never run into this issue with any other bank used and would highly recommend any one needing a bank or credit union to join another establishment. I understand safety and fraud as most people do but this was an error on achieves behalf that cost me a lot of headache and unnecessary penalties. I want to be reimbursed for the money they cost me.

  Business response

  05/31/2023

  Dear April;

  I investigated the account activity for your Debit Card.  Your card was actually blocked 3/19/23 due to a suspicious transaction that was authorized on your debit card.  (4) notificiations were sent to you on 3/18/23:  (2) SMS messages, (1) email message successfully delivered and (1) phone message attempt (mailbox was full and a message could not be sent). When you did not respond to the notifications stating the card was blocked, it stayed in that status until you notified us on 5/26/23 to lift the block. 

  Please let me know if you have any other questions.

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

  Chief Risk Officer

  Customer response

  06/13/2023

   
  Complaint: 20120659
  
  I am rejecting this response because: not true. I called and had the card unblocked and was told by a representative it would work so that is when I set up automatic payments. One of your representatives contacted me and said she would get back to me regarding the phone calls I made and no one has called me back. 
  
  Sincerely,
  
  *********************

  Business response

  06/15/2023

  April;

   

  We researched our interaction phone log and did not find an inbound or outbount call from your phone number from 2/3/23 -5/30/23.  I contacted our **** Services provider and submitted a workorder to search for a call from your phone number.  This is their reply:  06/04/2023 09:00:54 EDT - We were unable to locate a call for the cardholder with the timeframe, phone number or card number provided May 1- 30.

  Please let me know if you called from a phone other than the phone number we have on file.

   

  Thank you,

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

   

  Customer response

  06/15/2023

   
  Complaint: 20120659
  
  I am rejecting this response because:
  
  I called from ********** and spoke to a representative on the phone who said she was unblocking my call. My husband was with me and can verify this phone call was made. It is disappointing now knowing that care was not taken with me as a customer and that the representative did not make notes and your system is not able to find the call. This negligence has led to difficulties with me being able to make transactions and incurring fees since payments were not processed. 
  

  
  Sincerely,
  
  *********************

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