ComplaintsforWe Florida Financial

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello there an account reflecting on my credit. That doesn't belong to me. I have never had an account with ********************. Im asking for validation of debt or an immediate removal of the account from my profile.acct#******. $615

  Business response

  04/01/2024

  04/01/2024
  ******************************************
  ***************************************************************
  Re: Complaint Letter 21455214
  Dear ******************************************,
  In reference to the complaint submitted, weve reviewed your account and found the following
  information.
  The account was opened 12/08/2017. See attached document. The account became overdrawn and
  remained with a negative balance until it was charged off as a loss to the Credit Union.
  Accounts that remain negative for more than 45 days are charged off. The account went negative on
  05/28/2018 and never went back positive. The account was charged off on 07/05/2018 with a negative
  balance of $615.95. $122.00 was due to fees. Account owners are responsible for the activity on an
  account.
  Per the Fair Credit Reporting Act, we have to report fairly and accurately. All documentation we have
  shows that this is accurate. We will not be removing this from your credit. Our investigation has been
  completed.
  If you have any further questions, please give us a call at ************ Monday through Friday 9AM-5PM.
  Sincerely,
  **************** Department
  *******************************
  We Florida Financial
  ************

  Customer response

  04/04/2024

   
  Complaint: 21455214
  
  I am rejecting this response because:there's no documentation attached? To validate this debt 
  
  Sincerely,
  
  *****************************

  Business response

  04/09/2024

  Good Afternoon,

  Please see attached documents.

   

  Regards,

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive made my payment on time every month since owning the truck. this We Florida Financial bank institution has falsely reported that I have missed my payment to my credit bureau and its now affecting me by dropping my credit drastically. This is unacceptable and as you could tell by the pictures I uploaded somethings going on behind the scenes as to why this keeps happening and it is not my bank as I have contacted them.

  Business response

  03/18/2024

  03/05/2024
  *********************
  *****************************************************************************-0301
  Re: BBB Complaint ********
  Dear *********************,
  In reference to the complaint submitted, we have reviewed your account and found the following
  information.
  On 01/09/2024 two payments of $623.31 were made toward the loan. The first payment covered the
  12/29/2023 payment. The second payment went to the principal balance as the January payment was not
  yet generated.
  As a courtesy the credit union agreed to reverse the principal payment and have it apply to the January
  payment on 02/06/2024 payment. When doing so, due system limitations we had to reverse several
  payments and reapply them. In this process the December payment was reapplied on 02/06/24, causing
  the credit reporting.
  We reapplied them as the dates they came in and adjusted the credit reporting. Please allow 30 45 days
  to have this be reflected on your credit report.
  If you have any further questions, please give us a call at ************ Monday through Friday 9AM5PM.
  Sincerely,
  
  *******************************
  **************** Manager
  **************** Department

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We Florida is scamming thousands of people out of penalty fees. They make it nearly impossible to make a payment outside of driving to their brick and mortar locations. The phone pay and online systems are faulty, thus blocking you from accessing a person or their online banking to make your payment. The call wait times are always 2-3hrs. At times they hang up on you after you have waited to get through. I have emailed them and they do not respond. Meanwhile, they have a new policy with late fees. This clearly a SCAM. This institution needs to be investigated. They open an account on my behalf with my knowledge or my authorization. I have an auto loan and bank at a different institution. I have never even heard of We Florida. I was making phone payments for 6 months and WF kept the money, put it into a phony account and did not apply a single payment to the auto loan. I gave them a chance to correct it but it has been 1 scam after the other. Call ************ at the open of business hours and they hang up. I called this morning 15 times and they picked up and hung up or sent the call to voicemail. I have consistently be assessed late fees in addition to the principal and or interest paid on the loan. When I asked ******* for information about the sum of the total late fees, she stated she could not give it to me. When I asked the the total paid on the loan as of 1/31/24, she deferred the question and then put me on another hold.

  Business response

  02/17/2024

  2/16/2024 
  
  
  
  Re:Complaint Letter ID ******** 
  
  
  
  Dear *****************************, 
  
  
  In reference to the complaint submitted on 1/31/2024, we have reviewed your account and found the following information. 
  
  Upon reviewing the loan that you have with us, the payments that you are initiating and sending over have been arriving after the payment grace ****** of 10 days. Upon receipt of the funds from the payment that we receive, it is credited to your loan immediately. To avoid those fees in the future, be sure to initiate your payment earlier as most of the payments arrived outside of your 10-day grace ******.
  
  You can utilize our payment portal online to make your payments, to link an external account via online banking to transfer funds, visit any of our branches or shared branch locations, or utilize the ***** Our online portal offers the option to setup auto pay and no cost to you to ensure that you can make your payments on time.
  
  If you do need to contact us to make a payment that is time sensitive, feel free to contact us by dialing ***************************. If you encounter a long hold,you have the option to leave a voicemail which will result in a call back by the end of the next business day.
  
  If you have further questions, please contact us at ***************************. 
  
  Sincerely, 
  
  
  
  ********************;
  Member Relations Manager 
  We Florida Financial 
  P:************ 
  F:************ 
  A:1982 **************************************************************;
  E: ********************************?  
  WeFloridaFinancial.com 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This alleged collection originated in 2019 from two fraudulent charges at Out of the Closet for $6 & $12; The store Manager confirmed that they did not authorize the two charges.My original charge of $21.20 was valid.Upon disputing the two charges, *****, the manager, We Florida Credit Union stated I was responsible for the two unauthorized charges. So I closed the account Immediately.Several years passed and I was unaware of the charges.Upon questioning the credit union, in person and over the phone, was given inconsistent charges ranging from $124 to $440. In 2021 I stopped at the branch to pay off the $86 in person. They refused to accept payment and from then on, continued to report the alleged collection as a reoccurrence every month as if it were a new debt. This sent my credit score from the then 722 down do the mid 500s, which has impacted me in numerous ways. I was finally able to track down the holder of the collection that is owned by the credit union and offered to pay the $86 that has been crippling my credit for several years.They demanded $175. We negotiated the amount of $141.08. That proof of payment and confirmation from the collection agency as well as a copy of the cashed check is attached. Ive disputed the ongoing reports of new collections with the three major bureaus and they are claiming the credit union is still stating the collection has NOT been paid.There is fraudulent activity ongoing with this credit union and I want them to Remove ALL information regard that alleged past collection since I was coerced and forced to pay them.Now that its paid, I want them to comply with the terms of the agreement to remove it from ALL Credit Reporting Agencies.That is my request.

  Business response

  01/25/2024

  01/17/2024
  *****************************
  *******************************************************
  Re: BBB Complaint 21148762
  Dear *****************************,
  In reference to the complaint submitted, we have reviewed your account and found the following
  information.
  The account became overdrawn on 11/15/2019 stemming from an ATM withdrawal and remained with a
  negative balance until it was charged off as a loss to the Credit Union.
  Accounts that remain negative for 45 days or more are charged off. The account was charged off on
  01/07/2020 with a negative balance of $177.25. $91.00 was due to fees. Once charged off this was placed
  with our third-party collection agency. Placement date was 05/07/2023.
  On 07/06/2021, 10/28/2021, and 11/01/2023 information was provided surrounding the amount owed.
  Advised if payment is to be made, needs to be made to agency and contact information was provided. A
  settlement agreement was reached to pay $141.80 for the debt. Payment was received and posted
  12/11/2023. Once posted, credit reporting was updated to show settled in full for less than original
  balance.
  Per the Fair Credit Reporting Act, we must report fairly and accurately. All documentation has shown this
  is accurate. We will not be removing this from your credit.
  If you have any further questions, please give us a call at ************ Monday through Friday 9AM-5PM.
  Sincerely,
  *******************************
  Member Solutions Manager
  Member ********************

  Customer response

  01/25/2024

  Per the written agreement, the item was to be settled as paid in full on my credit report.

  
  I was alerted that my credit report had a significant change, which was the reflection of the amount being paid according to the agreement.

  The Following day, another alert was issued stating that We Florida Charged off the account for non payment and was sent to collection, thusly causing a negative impact, once again, to my credit rating.

  I ask that they comply with the terms of the agreement, that ConServe put in writing, which is totally owned by We Florida Credit Union, per their Representative who put the agreement in writing.

  Customer response

  01/29/2024

  According to Experian, the item has been DELETED from my credit file.

  The immediate result was an increase of greater than 100 points to my credit, restoring my credit file to its correct position.

  I consider this resolved.

  Thank You

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

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I never gave We Florida Financial or Equifax any written instruction furnish any information on my consumer report which is a violation of 15 USC ****b. We Florida Financial has caused severe stress due to the abusive and unfair practices. The charge -off of an obligation with We Florida Financial is incorrect the following is the identifying information of the error , {Account number: ****, Date of incorrect reporting 01/24/2018}.

  Business response

  01/23/2024

  01/22/2024
  ***** ******
  PO BOX 381212
  *****, ** 33238
  Re: BBB Complaint 21129664
  Dear ***** ******,
  In reference to the complaint submitted, we have reviewed your account and found the following.
  information.
  On 06/03/2016 a membership applicant form was filled out and signed. See attached. Our privacy
  policy covers our sharing of information with credit bureaus. By signing the applicant there was an
  acknowledgement of the privacy policy. See attached.
  On 01/24/2018 we received the application for the Live Your Life loan in Queston. It was requested for a
  dental procedure. It was approved and signature was obtained approving the terms of the loan. See
  attached.
  The loan became past due and was charged off on 09/18/2018 at 101 days delinquent. It was owing for
  the June, July, August, and September payments.
  Per the Fair Credit Reporting Act, we must report fairly and accurately. All documentation has shown
  this is accurate. We will not be removing this from your credit.
  If you have any further questions, please give us a call at ************ Monday through Friday 9AM-
  5PM.
  Sincerely,
  *******************************
  Member Solutions Manager
  Member ********************

  Customer response

  02/04/2024

  I am requesting monetary relief. Equifax knowingly inaccurately reported the account and disregard my requests to move the account from my ********************** file. Each time the request was made to remove the account. Equifax VALIDATED the account without properly investigating. This is unfair inaccurate reporting and violation of my consumer right under FCRA.   

  Business response

  02/20/2024

  02/20/2024
  ***** ******
  PO BOX 381212
  *****, ** 33238
  Re: BBB Complaint 21129664
  Dear ***** ******,
  In reference to the complaint submitted, we have reviewed your account and found the following.
  information.
  The original complaint was about not providing permission to furnish information to the credit bureaus.
  We responded with documentation and explanation of it.
  The information provided to *********** is correct and was validated every time.
  Per the Fair Credit Reporting Act, we must report fairly and accurately. All documentation has shown.
  this is accurate. We will not be removing this from your credit.
  If you have any further questions, please give us a call at ************ Monday through Friday 9AM-
  5PM.
  Sincerely,
  *******************************
  **************** **************************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been a member of WeFlorida Credit Union for about 10+ years. Currently, I have a credit card, serviced through a third party. Since I moved from Florida to another state, I do most of my transactions online (credit payments, transfers, etc). In November 2023, I attempted to log on and complete a few transactions and was unable to access my account. I tried calling customer service and was unable to get through to a rep. ********* I make multiple payments within a month (bi-weekly), however, I was unable to make my payment online, or over the phone. Finally, towards the end of November I got ahold of a rep who informed me they were in the process of upgrading their system. However, I was still unable to make my payments to my credit card due to the upgrade. The wait times to talk to a customer service rep were ridiculous (one time I was literally on hold for almost 1 hour before I finally gave up). After several attempts, I was finally able to login to to see my external transfer was successful, however, I was still unable to make my credit card payment. I made (2) external transfers, which would have been more than enough to cover my minimum balance, but I could not make the payment. After several more attempts, I was able to finally transfer the money (that was sitting in my savings the entire time) to make the credit card payment. I received notification from the credit bureau I had a 30 day late on my credit. I take extreme pride in paying on time and maintaining good credit report and score. As a loyal credit union member, I am extremely disappointed at this course of events and the actions following. This was by no means an error or negligence on my part. The credit union was ill equipped and ill prepared for the glitches and issues with this major upgrade and switch, which caused tremendous issues for its members. As such, I need this issue rectified immediately.

  Business response

  01/03/2024

  01/03/2024
  
  
  
  Re: BBB Response XX9360
  
  
  Dear ***************************,
  
  
  
  In reference to the complaint submitted, weve reviewed your account and found the following information.
  
  We were able to confirm the funds were available on 11/20/2023 to cover the credit card payment. Due to this there is justification to adjust the credit reporting. You should see this take effect in about ***** days.
  
  We apologize for the difficulties you have encountered when trying to reach out to us. We have been experiencing a high call volume since our system upgrade and are working tirelessly to reduce our wait times. We appreciate the patience you have exhibited thus far.
  
  If you have any further questions,please give us a call at ************ Monday through Friday 9AM-5PM.
  
  Sincerely,
  
  
  
  
  We Florida Financial
  ************

  Customer response

  01/03/2024

   
  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. 
  

  Thank you for your loyalty to your members! I look forward to continuing services with your establishment.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a check by phone payment with a merchant. The merchant deducted the funds. I did not have all the money available in the account at the time the merchant took the payment. I transferred funds from my savings account to my checking account. The transfer was made before noon. I was charged two charges of $35. I contacted the bank to inquire about the charges. I requested that the 2 fees are waived since I covered the charges within the same day. The young lady i spoke with advised that she will escalate the issue to her manager. I haven't heard back from them.

  Business response

  12/26/2023

  12/15/2023
  
  
  
  Re:Complaint Letter ID ******** 
  
  
  
  Dear *************************, 
  
  
  In reference to the complaint submitted on 12/14/2023, we have reviewed your account and found the following information. 
  
  We see that you scheduled two payments to Amazon that came out of your account on December 11th. At the time, you did not have enough to cover both of those payments you set up and therefore received two insufficient funds charges because of this. The funds would need to be on hand at the time that the transactions are presented to avoid these fees.
  
  There was a similar situation that occurred on your account back in January of 2023.You scheduled a payment which came out of your account, and you were assessed a insufficient funds fee. You processed a transfer later in that day but was assessed that fee already. We provided you with a refund for that fee and educated you on how to avoid these fees in the future. We also advised you that moving forward the only refunds that would be granted would be in the event of a credit union error.
  
  
  If you have further questions, please contact us at ***************************. 
  
  Sincerely, 
  
  
  
  ***** Amin 
  Member Relations Manager 
  We Florida Financial 
  P:************ 
  F:************ 
  A:1982 **************************************************************;
  E: ********************************?  
  WeFloridaFinancial.com 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A check from another bank, US Bank, in the amount of $73.30 was drawn from my checking account, We Fl *********************************************. They also used my check number, 400 to pay the same business that I was paying. The check number from the US Bank was *****. I have call WeFl Credit Union four times was informed that my account would ************************, it has not. The transaction happened on 11/30/23

  Business response

  12/26/2023

  December 20, 2023
  Re: BBB complaint-ID ********
  Dear *************************,
  In reference to the complaint submitted, we reviewed your account and found the following information.
  On November 30, 2023, check number 400 cleared ******************************* account in the amount of $73.30. The original check was written for $38.60. When the check cleared the bank of first deposit, it was scanned with a US Bank check for $73.30. We were alerted to the matter and the funds in the amount of $73.30 were credited back to ******************************* account on 12/15/2023.
  Sincerely,
  ***********************
  ***********************, CFE
  Fraud Manager
  We Florida Financial
  ************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My debit card expired on 10/2023. I called 2 weeks prior to the expiration date to ask why I had not received my debit card as of yet and to confirm my card was sent to the correct address. The card holder services department told me after repeating my address that it was sent to the correct address. I called the actual bank (member services) about a week later and tried to confirm when the card was mailed out. Due to the "system update" I was told that they could not provide information to me and that I would have to wait until after the card expires in order to request another card. I explained I could not wait for that and could not be without a debit card and they said they could not do anything.I called the member services department after the card expired and was told the wrong address was on my account and that is why the card was not sent to the correct address. I explained I moved almost 2 years ago and had to provide an updated ID and sign off on my correct address and the address they sent the card to is not the one I authorized on my account to be changed to. The representative was not very kind or understanding. She told me I had to send a copy of my ID to this email address, which I did, and she would update the address on my account. She told me the address was updated and that I then had to call the lost and stolen phone line to report the card lost or stolen in order to get another card issued even though she knows it was mailed to the incorrect address. I called the same day and the address was not updated. I called the lost and stolen department two more times that day before I was told my card was reissued and to allow 7 to 10 business days. I still have not received my debit card as of yet. At this point, I am highly frustrated and disgusted by the customer service I have received and have never in the years I have had an account with ******************** been treated this way. I called member services and waited but was hung up on.

  Business response

  12/12/2023

  November 28, 2023                             
  
  ******************;       
  *******************************************************************************
  
  RE: BBB Complaint
  
  Dear **************:
  This letter is in response to the BBB complaint you recently submitted.
  We would like to apologize to you for not receiving your debit card. As you may know we recently upgraded our Core computer system.Our intentions were to have our debit cards go out in a timely manner.  Your debit card was ordered yesterday,November 27, 2023. We anticipate that you will have your debit card within the next 7 to 10 business days.
  Please call ************ if you need further assistance.
  Regards,
  *****************************
  Support Services Manager
  We Florida Financial

• Initial Complaint

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This financial institution is holding my money and will not release it to me. They ignore my attempts to contact them by email and they have designed a system so it is impossible to speak to a person. It took great effort to design this system so it is clearly intentional.

  Business response

  10/30/2023

  
  10/30/2023
  
  
  
  Re: Complaint Letter ID ********
  
  
  
  Dear *****************************,
  
  
  In reference to the complaint submitted on 10/27/2023, we have reviewed your account and contacted you regarding your concerns.
  
  Per our conversation, you are now aware that during the time when you tried to contact, We Florida Financial, we did have some technical issues. Someone from our support team will contact you regarding your account.
  
  
  If you have further questions, please contact us at ************
  
  
  Sincerely,
  
  
  Compliance and ****************
  WeFloridaFinancial.com
  ************

  Customer response

  11/01/2023

  After contacting you, this company immediately contacted me and resolved the issue. Amazing how much they respect your organization. Keep up the amazing work!

*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. ↩