ComplaintsforTrax Federal Credit Union

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08-21-2024 my father was informed by his bank (Trax Credit Union) that his account had been charged $278.00 VIA ***************** in ******** **. He does not have a policy with that company. He asked the ** to dispute the charge and they refused. Stating that it was his responsibility. He asked for his account number and bank card be changed and they refused to do that as well. They then proceeded to tell him that they will no longer be able to issue him a new card or account because this has happened too often. This has only happened three times, he does not use his card on websites or any other common card skimming locations. He is 65 and therefore does not use computers or smart phones, so for him to have to dispute the charge on his own is very taxing, confusing, and stressful for someone his age. We will dispute the charge, but he will have to change his account. He lives on a fixed income and cannot afford for this to be a common occurrence. We would like someone to be aware of the practices of this establishment.

  Business response

  08/27/2024

  **************** visited our ********** branch on August 21, 2024, did a withdrawal and then inquired about his transactions. We handed him a printout of his transactions, which showed a charge of $278.41 from VIA ****************** **************** expressed a desire to contact the company to clarify the charge. We assisted him by locating and providing the phone number for VIA ****************** During this interaction, we suggested that he get another debit card, but he refused as he did not want another card at that time. We also advised him that if he did not get a satisfactory response from the company, he could dispute the transaction in our office or online. He said OK. Our employee did advise **************** that if fraud happens too much, he may not be issued another debit card. However, on Monday, August 26th **************** went to our ************** office, and we helped him with the fraud paperwork, gave him provisional credit of $278,41 and replaced his compromised Debit Card. 
  

  Customer response

  08/29/2024

   
  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

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with federal credit union. I do not have a contract with MARINER FINANCE, LLC. They did not provide me with the original contract as requested.

  Business response

  04/15/2024

  I spoke with *********************** this morning in reference to this complaint and he was unaware of filing any complaint.  I explained the complaint was for an Identity Theft Report for a loan of $520.00.  He stated he did not owe us any money as he paid that loan off.  I agreed that the loan was paid off and we did not have any problems with him or his account either.  He asked me to remove the complaint and I said that he would have to do that himself in writing.  He asked for the address and said that he would take care of it.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was involved in a car accident with a car that we were co-owners on. Geico paid off the value of the car while waiting on gap insurance tracks credit union, loaned my son money and opened up another account to buy another car and told him not to worry about the other account that they would wait on the gap they have illegally reported to the credit bureau that I am 30 to 60 days late on my account when they sent me a letter stating that I want they did 30 days that they were wrong and that this would be corrected now a 60 to 90 day account has destroyed my credit and I am an S corporation, business owner, which has now affected my my personal and my business destroying my credit

  Business response

  11/16/2023

  Trax Credit Union approved a joint loan request on a 2018 Lexus which opened on December 22, 2022, for *************************** ***** and *******************************. The loan amount was $52,087.09 which included a GAP policy. The vehicle was totaled, and Trax received an insurance check on August 25, 2023,for $37,715.00. We applied for a warranty refund and received a check for $2,503.90 on November 1, 2023. We received a GAP claim payment on November 7, 2023,for $6,235.84. This resulted in an overage of $1,013.00 which was deposited in the members account on November 7, 2023.
  
  ************** has requested a correction to the credit report as a resolution. While it was the contractual responsibility of the member to continue to make the monthly payments on their debt until it is paid in full,**** made an exception and performed an E-********************* on October 17,2023, as a courtesy to the member considering the circumstances surrounding the total loss. While E-***** is quick to respond back to the credit reporting agencies, other 3rd party companies such as Credit Karma may not report back to their consumers in the same timeline. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received calls from a ********** at Trax customer care department ph ************ at my job several times, home i never gave permission to call me. I aslso ***** dont ever call me ,he stated i never said don't call, I did on a record line. He called again with threats of suing me . I said sir this is harassment and I don't feel comfortable talking to you.I dont no about owed debt and send me documentation. I have not received any documentation. he called me a lier several times. stated why don't you people pay your bills .I stated I have owe any bills to Trax. I will have my lawyer call he ask for my lawyer number i said no . He said I am a lier you don't have a lawyer your broke he got aggressive and angry. I got very scared and depressed. I cried after that call and all the other calls. I feel like has a cancer patients I shouldn't have this stressful enter action. I was thinking about my life and suicide.

  Business response

  10/11/2023

  ****************
  According to our records You opened an account with ******************** on February 25, 2021, and in May of 2022 you applied for and was approved for a **** Credit Card. Starting in June when your first payment was due the payment was made over the phone as were subsequent payments.  We maintain logs of our conversations and payments received by phone.  When a member becomes past due on a payment, we have the right to reach out to the member to collect the payment.  When you told our member care advocate on 9-26-23 not to call you at work he made a note in the system and has discontinued the calls. However, the problem remains that you have a delinquent account that needs to be taken care of.  We would be happy to discuss this further and are willing to make arrangements with another member care advocate. Please let us know how we can assist you.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with TRAX FEDERAL CREDIT UNIO. I do not have a contract with TRAX FEDERAL CREDIT UNIO they did not provide me with the original contract as requested.

  Business response

  09/27/2023

  ******************** opened a checking & savings account with ********************** & Industrial FCU on September 4, 2018 the checking account was charged off in January of 2019 in the amount of -$119.74 and was reported to the credit bureau.  In October of 2021 Railroad & Industrial Federal Credit Union did a name change to Trax Federal Credit Union.  All our reporting in the credit bureaus then also changed to Trax Federal Credit Union.  As of this date ******************** still has an outstanding charged off amount of -$119.74 bowed to Trax Federal Credit Union.  I will send to her a copy of her signature card, a copy of the letter we sent when we charged off her account and several statements showing the negative balance on her account.  This will be sent certified through the mail.  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. Please investigate and remove it from my credit report.

  Business response

  09/25/2023

  ***************************** opened an account with ********************** & Industrial FCU on 7-18-18. We verified the information you posted in this complaint against our records on the account and the information matches.   In October 2021 we did a name change from Railroad & Industrial FCU to Trax FCU and notified all our members in writing prior to the change.  On February 12, 2022 you did an ATM withdrawal of $250.00 which ******** your account by -$189.88 through a program called Expanded Courtesy Pay.  You made several small payments from 2-18-22 through 3-11-22 and brought the balance down to -$140.31.  After 60 days we are required to charge off the balance, so on 4-20-22 we moved what was in your savings accounts and further reduced your balance to -$67.55 at which time we charged the balance off and reported it to the credit bureaus.  This is still the balance on your account as of today. We have tried to contact ******************* but was not able to reach him. I will follow up this complaint by sending a certified copy of his account history to him at the address listed in this complaint/

   

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The **** screen in Tracs app is difficult and confusing. It stated I owed nothing. But they use a third party processor for their cards, so you have to go to a menu, select ****, and go to a different site to see your account. I didnt realize I had a balance-I probably inadvertently used the card for a couple things after I received it. I finally figured out I had a balance (no one calls you when you are late) and made payments. Their system to make pay is so complicated and slow-I decided to pay the card off in full in June. I transferred some funds $160 over to my savings there so I could pay my ***** Then I realized there was a fee-making me negative, so the next day, I transferred more money over $68. When those transfers hit, I showed a balance with enough funds to pay my **** off. I paid the $160 on 6/5, then the $68 on 6/6. This would have paid my **** balance to the *****. I did not think much of it after that-as far as I knew, my account was paid in full, all fees satisfied. Until last week, when my phone went nuts with credit monitoring alerts-one of my accounts had been reported as over 30 days late. My score dropped 75 points! Turns out AFTER I made the payments on the 5th and 6th, and after they posted, the credit union slapped a fee in my account. This hit 6/7. Then, on 6/7, they reversed my posted payments off my account, making me past due. No one reached out about this, not even when I was a few weeks past due, approaching ********************************************************** my career-you call past due accounts to get payments. No one ever reached out to me. I had no idea. I thought I was done. They also reduced my credit limit from$10k to $500. Which also is horrible for your credit. What they did was unethical. I protect my credit actively-if Id known this was going on-I would have contacted them earlier to resolve.I was told by the first rep that my late payment would be removed, because this is on Trax. Now they say they wont.

  Business response

  07/12/2023

  It appears that **** scheduled deposits to her ************ account from an external institution to make her **** payment during June 2023.The ************ account was in a negative status due to a payment during April 2023 and a fee was assessed. Therefore, the **** payments she authorized in June 2023 were returned for non-sufficient funds. Once **** was made aware of the situation, we refunded all fees associated with **************** miscalculation and agreed to remove the late payment from her credit bureau as a courtesy.Going forward, we recommend that ************** closely monitors her **** statements that are generated monthly.  

  Customer response

  07/21/2023

   
  Complaint: 20288488
  
  I am rejecting this response because:

  Neither the status nor the payment history have been updated. I realize this takes time, but I will not accept this resolution until I see this reflected on my credit reports as current/never late. 
  I have nothing in writing that this will be done. 
  
  Sincerely,
  
  *******************

  Business response

  07/26/2023

  You are absolutely right; the process does take time and I had one of our **** Services Specialists call you personally.  She stated that she left you a message explaining "we have waived the fees and the delinquency. I provided her my direct extension if she has any questions."  A quick call back to her and she would have sent you what you asked for in this complaint.  We are not able to provide this in our response, but we will be happy to put it in the mail to you promptly.

  Customer response

  07/28/2023

   
  Complaint: 20288488
  
  I am rejecting this response because:
  I new it would take time, but I do not want to accept the resolution until it is completed. 
  today, the account was showing as paid in full, no longer delinquent-so there WAS reporting completed. HOWEVER, as my screenshot shows, the late has not been removed from reporting. I still show a 30 day late in my history. My ask was that this me removed, and from the voicemail **** left, this is what was agreed to. 
  I will not accept until I see my credit history fixed. 
  this has been a nightmare for someone who protects their credit 
  Sincerely,
  
  *******************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with TRAX FEDERAL CREDIT, they did not Provide me with the original contract as I requested

  Business response

  06/23/2023

  We have tried to contact ***** to discuss this matter but have been unable to get ahold of him.  I will be mailing him a copy of the original application as requested.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Auto loan through trax credit union. I have had issues paying my bill as their system had issues. The lady suggested i set it on auto pay thru my account. They are charging me late fees even though im on auto pay for late payments when they are the ones taking it out late. I tried reaching out spoke to ******* who confirmed it was an error on their end placed me on hold to check for a resolution only to hang up. I tried calling back but got no response. Left a vm for them to call me back but still haven't heard from them my account has been reported to the credit bureaus as being over 60 days late from late fees they charged me. I only noticed as i was applying for a house loan and they told me about my delinquent account. I need those late fees off my credit report and the 25 bucks each time they charged me for being late on an auto pay plan. I selected auto pay and the earliest date they gave me an option of just to ensure my payment was made on time. Now they have illegally charged me late fees.

  Business response

  05/25/2023

  We have reviewed ****************** account and verified with our Accounts ************* that she does not have ACH Express, or recurring payments with SWBC set up. She has been setting each payment up through online banking. She currently has a payment set to be made on 6/1 through her online banking.
  
  According to the Indirect Loan Documents, her first payment was due on 6/22/22, but it was not received until 7/7/22 (15 days late) via online SWBC payment, which caused the first late fee to be assessed. The 7/22/22 payment was received on 8/16/22 (25 days late) also causing a late fee to be assessed. **************** made another payment on 8/30/22 bringing the account current. However, there was no payment made in September 2022, which caused the account to fall past due again. That payment was made on 10/12/22 (20 days late). The October payment was received on 11/2/22 (11 days late). A payment of $620.00 was received on 12/8/22 which paid the 11/22 and 12/22 payments (the November payment was 18 days late/December was on time). However again, there was no payment received in January 2023. The payment received on 2/3/23 paid the January payment, the payment made on 3/2 paid February 22nd , the payment made on 4/3 paid March 22nd and the payment made on 5/2 paid her April 22nd payments.
  
  There is no documentation that **************** has spoken with anyone in the *********************** although there were attempts to reach out to her and a message was left in December 2022 with no response. There is no ******* in our department, so I dont know who she would have spoken with.
  
  According to our records **************** opted to have her statements emailed to her each month. Therefore, there is no indication that any correspondence has been returned due to a bad address. Each statement reviewed does reflect late fees that were assessed at the appropriate time of the late payments.  

  We tried to reach out to **************** again, prior to responding to this complaint but were unable to reach her.  We do have assistance programs available should she qualify for help.  If she would like to discuss further these options she can call the credit union and ask for our *********** Dept.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my frustration with Aqua Finance, Suncst CU, and Trax FCU, regarding their handling of my credit report. Despite my efforts to maintain good credit and financial responsibility, these companies have included unauthorized information and transactions in my credit report, which has negatively impacted my credit score and financial standing.I have attempted to address these issues with the companies directly, but they have been unresponsive and uncooperative. As a result, I have been left with no choice but to file a complaint with your agency.I believe that it is unacceptable for companies to disregard the rights and protections of consumers, and I am hopeful that the **** will take necessary action to ensure that these companies comply with all relevant regulations and guidelines. I am seeking your assistance in holding these companies accountable for their actions and ensuring that they take steps to correct the damage they have caused.Thank you for your attention to this matter, and I look forward to a prompt resolution to this issue. I sent dispute letter 03/03/23 and 02/14/23

  Business response

  04/26/2023

  According to the information that **************** provided, TRAX FCU Account Number: ****************, this is a ********************** card.  Our records show that we have not reported this credit card as late or past due.  We are unable to pull her credit bureau to investigate further, so in order to assist **************** further we will need her to provide additional information or show ** a copy of the credit bureau(s) where she claims it is reporting incorrectly.

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