ComplaintsforPSCU

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 29th, 2022 I booked flights with *************** for $1238.07 per person or $4952.28 for 4 people. I was given a confirmation booking code VNJCU7. A week later, I checked my credit card and could not find the charges, or the booking on Lufthansa (the airline I was booked with). I could not find the confirmation email. I was eventually told that my booking was cancelled because the price for the flight had timed out during my phone booking, meaning that the price wasnt available at the time of my booking (even though they said it was and gave me a booking code). I asked why no one had called, emailed, or texted me to tell me that this had happened, and none of the staff members had an answer. They also could not match the original stated *****, and instead kept telling me that a manager would call me back to see what they could do. No one ever called me back.On 6/6/2022 I contacted a manager , ***********************. After much discussion, she said there was a chance that I could get my original flights for the price that I originally agreed to pay, but that I had to pay for the taxes first, and put down a deposit to "freeze" the price of the flight. At this point I was in such despair that I had missed the window to buy such expensive flights that I was willing to do almost anything, so I agreed and provided my credit card number. She also told me that I would have to wait 72 hrs to hear back from her. I couldn't get a hold of her for 8 days. She then said that her appeal to management didn't work. So I would have to pay the new price $11800! I called my credit card company BECU and was transferred to PSCU who deals with any disputes. **** originally removed the charge, but then *************** LIED about the booking and rebutted my dispute. I turned in multiple documents with correspondence between me and *************** (including orig,booking code) but PSCU said they didn't receive the information, and instead charged me $1400. *************** is a ** comp.

  Business response

  11/10/2022

  We researched the BBB transaction inquiry.  Upon further investigation into this transaction, it was determined that the dispute could not be credited based on the customers acceptance of the merchants terms and conditions provided at the time of the original booking. On 9/20/2022 a letter was provided to the customer advising the charge of $1,400.00 was valid based on the acceptance of the merchants policy.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am following up on a dispute that was filed for two $40.00 transactions that were billed to my AOD Federal Credit ********** account on May 31, 2022. PSCU manages AODs credit cards.The entire dispute process with PSCU was a mess, and in the end, my dispute was improperly closed.On May 31, 2022, I contacted PSCU to file a dispute. I was told to wait **** days for a provisional credit to be applied. After waiting 3 weeks for the credit, I called PSCU on June 21, 2022. I was told that PSCU migrated to a new dispute system and that my dispute was never filed. I had to provide a rundown of the dispute a second time. The agent told me to call back in 10 days to check on the status.On July 5, 2022, I called PSCU to inquire about the dispute, as I did not see a credit. Once again, I had to provide details about the dispute so that it could be filed. I was told to wait another 5-7 days to process the chargeback and 10 days to see a provisional credit.On July 20, 2022, I contacted PSCU and told the agent that it was the 3rd time that I was following-up on the dispute as no credit was applied. The agent admitted that no one processed my dispute and that it was just sitting there. The agent escalated the issue to a supervisor but could not provide an ETA on when my dispute would get processed.On July 25, 2022, I saw a provisional credit on my account. It took two months just to get this credit.On October 10, 2022, I saw that the credit for the two $40.00 transactions were reversed. I called PSCU and was told that documentation was due on September 14, 2022 but no response was received, so the case was closed. I told the agent that I did not receive a request for additional information. The agent claimed that a letter was sent out to me on August 12, 2022 from *****, **. I searched my **** Informed Delivery Daily Digest and found that no letter from *****, ** was sent to me between August and September 2022. **** also confirmed that no such mail was sent to me.

  Business response

  11/04/2022

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. Our records indicate that on 5/31/2022 a dispute was initiated for two $40.00 charges. On 6/22/2022 a dispute case was opened. On 7/5/2022 we received additional information from you and continued our investigation. Two $40.00 credits were processed which posted to your account on 7/25/2022. On 9/15/2022 your account was re-debited for the two $40.00 charges in error due to a merchant rebuttal. During this time there was a system transition that led to the case unfortunately not being completed. To correct this we have reprocessed two $40.00 credits to your account which posted on 10/31/2022. You will receive a letter in the mail detailing the credit. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions.

  Customer response

  11/04/2022

   
  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

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We did an online order for ****'s on July 3rd, 2022. The total ended up being $27.54. Their system let me put an order in even though when we got to the restaurant, it was closed. No cars in the parking lot and a sign on the door saying the lobby wasn't open. All the lights were off in the restaurant. When I went to dispute the charge through our bank, it ended up going to PSCU Dispute Resolution. We have an activity ID number and I've given them all the information they asked for. It's been two months and no refund of our money. We just want our $27.54 credited back to our account.

  Business response

  09/15/2022

  We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer ********************** to all of our members and cardholders. Our records indicate that on 7/18/2022 an Online Dispute form was submitted for $27.54. A letter was sent out on 7/26/2022 requesting additional information. On 7/27/2022 we received an email with all information requested. During this time there was a system transition that led to the case unfortunately not being completed. We processed a credit to your account that posted for $27.54 on 9/9/2022. You will receive a letter in the mail detailing the credit. Once again, we apologize for the inconvenience this has caused. Feel free to reach out to us directly if you have any additional questions. 

  Customer response

  09/15/2022

   
  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

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PSCU is third party with my two credit unions for their visa card services & online payment. I have been through a lot of issues because of this messy PSCU. They messed up couple times with my payments(late delivered my payments -put wrong info in my credit report-caused my credit score came down,ignored my disputes request & etc...) on June 09, I called for a dispute & the Rep said it takes 30 days we back to you.I called last week & they said they dont have any dispute info for my case. I asked to talk with their manager but they said their manager are not available & contact with me between 24-48 hrs which none did.Also,their delivery payment company said delivered my payment on June 24 but until this moment it is not in my account & none of my two credit unions could find about this payment & put me through late fee and hurt my credit scores & report in future.PSCU has horrible customer service & they have huge lawsuit couple times because of their lack of customer service & accusing cheating customer service which it is true story about them.PSCU doesnt care for any customers & by the purpose they want put consumers in trouble & charging clients more & more & messed up our scores & our credit report. Someone need stop this uncared & irresponsible inhumanity acts.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/07/22) */ We apologize for the difficulty you experienced in resolving this dispute as PSCU strives to provide excellent customer service to all of our members and cardholders. Our records indicate that we sent out a letter requesting additional information in regards to your dispute but unfortunately we did not receive a response back. We also attempted to call you on Thursday 7/21/2022 and were unsuccessful in reaching you. A voicemail was left for you however we did not receive a call back. We encourage you to return our call if you would like to further discuss and resolve any concerns. Consumer Response /* (3000, 7, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true that they left a message for me and I didnt respond it.I didnt receive any letter regarding this dispute from PSCU (for $ 101.13 with BECU visa card) It is better this organization be more loyal to the clients even if they are third party with our financial institute. Business Response /* (4000, 9, 2022/08/05) */ Upon further investigation into this dispute, PSCU confirmed we were able to speak to you on the same day the initial response was sent to the BBB. However, the phone discussion with you occurred after the response was sent to the BBB so included additional details. We appreciate the information and clarifying details you provided on the call as it helped us further understand all of your questions that needed further assistance. We processed a provisional credit to one of your accounts on 7/22/26 in the amount of $101.13. It was posted to your account on 7/26/22. In addition, we are investigating your inquiry into a different account for the fees and credit bureau reporting you described on the call. We will be in touch with any future developments. Feel free to reach out to us directly if you have any additional questions. We are sorry for the inconvenience to you and appreciate you continuing to work with us while we investigate this. Consumer Response /* (4200, 11, 2022/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) For two dispute one before and the last one recently, i have to put a lot of time and stress for dealing with uncared PSCU personnel's.Why this organisations is not care for any customer service & this company as third party messed up with my credit report and score before with their errorly report to the credit bur's or purpusley messed up with my payments and kept my payment over 1.5 to 2 months without depositing to my payments.This happened couple times & PSCU has a lot of lawsuites for cheating of customers in the Nations.This company didnt care of my last dispute and their personnel jurked me around over a year and then did nothing.customers need care , care , care ......

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This has never happened to me before and I thank God that I checked online confirming my paper statement against the online bill. MasterCard sent a refund back to Wal-Mart for a purchase that I made in December 2021 that Wal-Mart refunded me. I say all that time what is going on in the workforce these days. People are constantly making errors that the customer has to call, email or chat with someone to get the error corrected that offices are making, and this is what has happened to me. I chatted with a Wal-Mart representative named Honey and she told me to call the MasterCard and File a Dispute of the bill on my statement for $69.46 which was sent back to Wal-Mart after they refunded it back to me on December 28, 2021. It is February now and you made a transaction on my credit card with my permission nor Wal-Marts. What is wrong with you people. I will file a consumer complaint with BBB of this. The representative at MasterCard named Marcy tells me that it will take up to 3 (three) months for my money to be credited back to my card because of something that your office did, Why?? Also, she gave me the address to mail this information. As of Today, I have not heard from anyone about refunding my money back to my credit card. I mailed the dispute on February 23, 2022.

  Business response

  04/26/2022

  Business Response /* (1000, 13, 2022/04/15) */ We apologize for the difficulty you experienced in resolving this dispute. On 3/12/2022 it was determined based on previous information received that the transaction was a fraudulent charge. On 4/8/2022 we contacted the customer to clarify that the transaction was a fraudulent charged and advised the claim would be processed and explained the process to the customer. Two credit was processed and applied to the customer's account on 12/28/2021 for the amount of $34.73 each and appeared on the customer's December statement. If there are additional concerns regarding the dispute please reach out directly. Consumer Response /* (2000, 15, 2022/04/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  02/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a issue with an item I purchsed. I filed for dispute resolution almost 2 months ago! Called twice, spoke to agents who filled out about 20 minutes of paperwork who both said that I would see the credit back in 3-5 buisness days. No repsonse to emails, only emails asking for yet more information with a tage line of "If we do not receive a response within 5 days, we will assume you accept the charge(s), remove the item from dispute and close out file". Then still no response to anything I am patient but 2 months is ridiculus

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/18) */ We apologize for the difficulty you experienced in resolving this dispute. A letter was sent on 12/29/21 asking for additional information and a customer response pended for 21 days. We did receive additional information and issued a credit for $126.69 on 1/26/22 in our system, which was sent to your CU for further review and issuance to your account. In addition, a letter was mailed out on 2/15/22 advising a credit for $126.69 was issued and will show on the 2/20/22 statement.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am complaining about the poor service I received from PSCU when trying to make a payment on my MidFlorida account. I had to verify and then hold for a representative. When I got connected she had no idea why I was calling and had none of the verification already entered. I had to start over which really bothered me since by this time I was in a public area. Everything was "for your protection" which it was not in my protection to reveal personal information when others can hear. There was absolutely no reason to verify such incredible level of security to make a payment. PSCU does not offer online payment you have to call to a representative to receive their poor service. My confirmation number is XXXXXXXXXX

  Business response

  12/27/2021

  Business Response /* (1000, 5, 2021/12/08) */ Upon further investigation into this dispute it was confirmed that member verification was not successfully completed via the IVR system which resulted in the agent having to perform member verification on the call. MidFlorida attempted to call the member back several times but was unsuccessful in reaching the member. A voicemail was left for the member however MidFlorida did not receive a call back. The member is encouraged to return the call if he would like to further discuss and hopefully understands that the verification process is in place as a measure to help protect members' accounts.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a charge dispute with my credit union which is Community First (Jacksonville,Fl) and Cardholder Services (pscu.com)on July 5th I have been contacting the bank as well as cardholders services and nobody been able to tell me anything about my dispute .PSCU emailed me requesting documents on August 30, 2021 which I provided the same day . I haven't heard anything else afterwards. When I contact the bank they say they can't pull it up and they will transfer me to card services and when they transfer me to card services they say they don't have access to the dispute to contact PSCU. I've made several attempts to contact The phone number they list on their communications, ************, which is a general information number that is unable to transfer calls to the "Dispute Department." It's been almost 90 days since dispute been file and I have not seen a credit that they promise in 10 days or been able to find out what's going on with my dispute.

  Business response

  10/15/2021

  Business Response /* (1000, 5, 2021/10/01) */ We apologize for the difficulty you experienced in resolving this dispute. There was a disconnect between some of the individuals assisting with the processing of your dispute. We issued a credit on 9/30/2021 in our system which was sent to your Credit Union for further review and issuance to your account. In addition, we will contact you by telephone to provide a status update.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I both have Mastercards thru Pen Air Fed credit union. We both have experienced a problem with the posting of our monthly payments. When you call the credit card line, the automated systems reports that they have received the payment, however, it still tells you that a payment is due later in the month. (One month this disconnect caused the credit union to draft a 2nd payment from my husbands acct.) We met with a branch mgr. & were told it was managed by a 3rd party. I contacted the CC company and was told by Allison, that she knew of the problem with the automated systems, but had no ETA for correction. She told me I had to deal with Pen Air since it was their system. I asked her for the name of her company so I could file a complaint & she said Pen Air. I contacted Pen Air and they said she DOES NOT work for them & it is PSCU's system, and their is nothing they can do. I want PSCU's automated system updated to reflect accurate info with regard to payments.

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/09/23) */ We apologize for the difficulty you experienced. As background, payments are not processed directly through the IVR nor are payments drafted directly though the IVR system. We have reviewed your account to make sure that there are no multiple payments and did not see multiple payments drafted on your account. At this time we can only talk about your specific MasterCard account. If there are any concerns on your husbands MasterCard account he would have to reach out to Pen Air Fed Credit Union (PAFCU) directly. The last call we are seeing on file for you was on 6/19/2021 through the IVR and not related to payments on your account. We reached out to PAFCU to see if any additional details were received by the credit union about this matter. The credit union did not have additional details so a PAFCU representative attempted to call you twice on 9/20/21, but there was no answer. We need to speak to you to get additional details regarding your dispute so that we can further investigate and assist you, please call back at your earliest convenience. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, a PAFCU emp did not call twice on 9/20. Second, we had already spoken to a PAFCU mgr 3 times, in person, about this matter prior to submitting our BBB complaint. The problem is with the automated voicemail system that you get when you call the number on the back of the credit card. It gives incorrect info. (It tells you a payment is due even though you have already made a payment. In fact, when I called on 9/25, it told me I had a payment due on 9/22.) The PAFCU mgr told us this system is NOT their system. We had already spoken to two mgrs at PSCU about this problem prior to submitting the BBB complaint. Both misrepresented themselves as PAFCU employees. Both said they had received complaints about this problem, and both said they did not know when it would be corrected. I would call back, but no callback number was provided. Business Response /* (4000, 9, 2021/10/07) */ Our team gave the customer a call again and was able to get in contact with her and discussed how the IVR system works including that payments cannot be made directly through the IVR system. The customer was given additional information about how the IVR operates and options for the future about how payments can be monitored- e.g. speaking to a live representative (24 hours a day 7 days a week) or using online banking. There were additional discussions and an opportunity to answer any other questions she had. In addition, PSCU explained that we are only authorized to speak to her about her account and that could only speak to her husband about his account and that he could reach out to us if there were concerns about his account. Consumer Response /* (4200, 11, 2021/10/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) After discussions with the PSCU representative, it became apparent that the company is not able to resolve my complaint. I was told the IVR system operates the way that it was intended to operate. I was told it was not a "real time" system, and that payment info is only updated once a month after the end of the system billing cycle. I explained that I DO NOT do online banking, and rely on the IVR system. If you have to speak with a representative (and have to be put on hold for lengthy periods to speak with someone) to get the updated information, there is no point in having an automated (IVR) system.

*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. ↩