ComplaintsforCredit Union of Georgia

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Credit Union is the worst when it comes to their customer service. They always try to blame the customer. Their collections ******************* is good at the blame game. He blamed us that their new employee didn't split our payments on our autopay that we used for over a year so we got a late fee but it was our fault that they didn't do it this time. Last year we were told that we had a lapse in our insurance and because of that they had to raise our payment. They said they sent letters but I never got one and I am the primary on the account and they never called me. Long story short I got a late payment because our autopay paid our normal payment and not he adjusted payment they made up. Since the payment was not in full it gave us a late payment. We had to battle them with our insurance agent showing we never had a lapse in our coverage. This was only on my car not my wife's who had the same coverage. I am attaching the e-mail a documents sent by our insurance agent. Again it was our fault because we should have known according to ******. We decided to pay off my truck and went to another bank with my wife's so we wouldn't have to deal with the incompetency from this bank. Well I paid mine off at the bank and my wife had a bank to bank transfer. Well the transfer took a little longer. Once again a late fee which hit my credit and took 30 points. They told me that their system does that automatically and the following month it should come off since it is paid in full. That never happened and this was last Summer. I called ****** today and of Course he wants to argue that it was my fault. He said when I paid off my truck it was 35 days over that I missed April's payment. I am attaching the payment went through in April and he is making stuff up again. All I want from them is to take it off my credit score. He said they can't do that. We have all the proof that it was a bank error, but they will never admit that. He put me on hold for 45 minutes until the phone hung up.

  Business response

  11/02/2023

  We strive for 100% accuracy with all aspects of our business; however, we realize that errors can occur.  In these instances,we are committed to making corrections as soon as possible.  Due to the sensitive and confidential nature of the subject, we cant discuss specific account details with anyone other than the borrower.  We encourage the borrower to reach out to us directly to discuss these details and provide any additional information they may have.
  
  In addition, the Fair Credit Reporting Act provides borrowers the ability to dispute any incorrect information on their credit report.  This would provide the borrower an opportunity to have an ****************************** the information.  More information can be found at www.ftc.gov.
  

  Customer response

  11/02/2023

   
  Complaint: 20812269
  
  I am rejecting this response because: I did call them and all ****** wants to do is argue. I have had to argue with 4 people there. I am done talking on the phone. I showed you where you were wrong all you have to do now is make it right. The manager there once we got this refund of $2,000 because of their system error the manager would not take the $25 late fee off. He told me what the pay off was and I told him I would come there the next day to pay it. When I got there the manager on duty said hold on sir it says before I can take your payment I need to call him. We know what that means he was going to tac on that $25 to our $12,000 pay out. You see what I mean about how ***** they are? It became a ******* match because they were mad that they got called out. ****** especially because he never knows what is going on and just wants to argue. Luckily for us this lady manager had good customer service and waived the fee because she knew what he was trying to pull. You see my account take the late fee off my credit score and call it a day. I have a zero balance at that bank. 
  
  Sincerely,
  
  *********************

  Business response

  11/03/2023

  Please see attached

  Customer response

  11/07/2023

   
  Complaint: 20812269
  
  I am rejecting this response because: Here is what they are not telling you. I am the primary on the account not my wife. You don't have to be a rocket scientist to know why ****** would call my wife and not me. I called him out on his BS. He tried to intimidate my wife and bully her. He wouldn't do that with me. Everything he asked for we sent it to him as a matter of fact we did it 3 times. Frankly we got tired of dealing with him because for some strange reason he just couldn't get it. Even our insurance company was frustrated, they said what kind of bank are you with? Like you said you guys are human and make mistakes I get that but ****** won't admit that. ****** plays the blame game and ****** the manager does as well. Here is another example of Wilburs amazing customer service. When we set up our account we had two car payments totaling somewhere around $715 and we had it set up on autopay. After about a year we get a friendly call from our good friend ****** telling me that my truck payment is late. Now this comes into play later because remember I said he called me, but ***** the manager said they had the wrong number for me. Not sure how you can call me on a wrong number but anyways ****** said you missed a payment. I went into my account an showed him it was paid on our end. Now after some intense research on ******** end he found out that our accounts were split by the bank each month but this particular month a new girl had started and didn't split them so it gave my wife a double payment and me not showing one. No big deal right just a hiccup on the banks end. No, not with ****** her blamed us telling us that we should have split them on our end. I said you guys set up the account. Again no apology which is what got me fired up and that's where the arguing started because ****** has the customer service etiquette of a wall.  Now a good bank would have said can you please go into your bank online and split the payments with the separate account numbers. That is how a good bank would have handled it. Now I get it ****** works in collections so I am sure he has to deal with a lot of issues, but it's the way you handle them. Now back to the issue at hand where the bank once again had a system error that ***** nor ****** would admit. They said we had a lapse in our insurance and that caused our payment to go up. Since the payment went up our bank since we were on autopay just paid the same amount as always. Well since that happened it gave us a late fee. Now they say they sent us letters in the mail and since they didn't get them back that naturally we got them and just ignored them. That is not the case we had paperless billing so we never got a letter from the bank nor would we ignore it like they are implying. Now like we said we sent the information that ****** told us 3 times to send over, exactly what he asked for. What do you think happened? You got it, it wasn't the right information. You can see the frustration. Now instead of ****** or ***** saying hey we are sorry, words that we have never *********************** say they just blamed us. We had our insurance company contact them directly and send it over and it still wasn't correct. We thought we were being pranked. The ***************** couldn't believe it, what a joke they said. I would leave that bank ASAP. That is exactly what we did. I paid off my car and that is when ***** tried to pull the fast one and make us pay that $25 late fee which he said he couldn't take off. Every bank and credit card company in this country can take off late fees. Now remember this late fee was due to their system, but again they still till this day haven't admitted it was their fault. We attached the letter saying our insurance has never lapsed and we never missed a payment. They said you can't finance a car without insurance. I called ****** last week which is always a joy and again all he wanted to do was argue and he put me on hold for 45 minutes, I guess he thought he was being funny. I just let it stay on hold while picking up my daughter finally I had to hang up. This is the quality of their customer service they have at the bank. After I paid off my car and my wife's car they said we had a late fee. I said I called and told you we sold out car to Carmax and the check was on it's way if it is late. Well I got the late fee. I called and he told me in collections not ****** this time cause he would have blamed someone else again. I was told that the system automatically contacts the credit bureau after a late payment and the following month once it is paid off will come off. Well it didn't and it dropped my score 35 points. Now this is my credit we are talking about and I am going to fight this all the way until you do the right thing and take it off my credit score. Tomorrow I will file with the *** and the **** as well. I am not playing games. Don't come on here and say we are human when you have people like ***** and ****** who say the opposite. They need a refresher course on how to deal with customers. I have gone to every social media outlet I could find with the Credit Union's name and gave a review. This is by far the worst company I have ever dealt with. At this point just file my complaint because all they are going to do like they always do is come back with an argument and play the blame game. All ***** and ****** want to do is have a ******* match and I am done doing that with them, that is why we closed all of our accounts. I told all the teachers I work with here to do the same. If you are hurting for $25 might be time to shut the doors.  

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

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 10, 2022 I had $736 transferred out of my bank account to someone pretending to be my bank. This was a scam. I immediately notified my bank and was told everything would be taken care of. Then I receive a letter saying that they are denying giving my money back. After speaking with a manager at our local office, he was able to give back half of the money that was stolen. I contacted the bank again to see what the status was on the other half and have never received a response. I am requesting that the remainder of my money be sent to me via check or deposited into my new bank account.

  Business response

  08/25/2022

  Our apologies for the late reply.  Upon investigation, it has been determined that ******************** provided her homebanking login credentials to someone she did not know.  It is unfortunate that there are people out there taking advantage of others but we encourage our members to never provide their personal banking information to others.  We also advise on our homebanking and mobile banking sites that we will never call you to request any of your personal information.  Zelle (cash app) should only be used with friends, family or trusted individuals as fully disclosed.  ******************** provided her homebanking credentials to someone she didn't know and they were able to complete a Zelle (cash app) transaction for $736 via our mobile app.  As a true courtesy, the Credit Union gave her back $368 which was half of the funds she lost as well as five fees that she incurred totaling $175.  The Credit Union has tried to be as fair as possible regarding this incident.  

  Customer response

  09/02/2022

   
  Complaint: 17697078
  
  I am rejecting this response because there were no letters, notices, or emails stating that the bank was aware of scammers using the bank's phone number to call people and get their information. When I called my bank, the lady I spoke with said this had happened several times to other customers and everything was given back. I would like the same courtesy. 
  
  Sincerely,
  
  *********************************

  Business response

  09/02/2022

  We have blogs and postings regarding scams, scammers and how to prevent yourself from scams on our website, mobile app and homebanking website.  We've provided this information in our monthly newsletter and via email in July 2022.  It is unfortunate that this happened but we cannot protect against members providing their private banking information to others.  The Credit Union of Georgia would never have a need to ask for personal information, as we have all the information secured in our systems.  We have provided over half the loss back as a courtesy gesture as well as refunded fees that were accessed.  We encourage our members to always be diligent and keep their personal banking information protected against scammers and we do our best to notify our members of potential scams and fraudsters as issues arise.  

  Customer response

  09/06/2022

   
  Complaint: 17697078
  
  I am rejecting this response because:

  I lost $736 plus $577.31, totalling $1,313.31. Because of the amount of bank fees, my entire pay check was taken. I never received any of that money back and that is ********'s responsibility. Also, the alerts began in July, after I brought these issues to the attention of the bank. The excuses for not refunding my money are invalid and will not be accepted. My next step will be contacting my lawyer friend who owes me a favor.

  If I would have been dishonest, the bank would've refunded my money in a heartbeat. But instead I'm being punished for making an honest mistake. 

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

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  15 U.S.C. **** section 602 A. states I have the right to privacy 15 U.S.C. ****e(a) states reasonable procedures must be maintained to avoid violations of ****b and ****c 15 U.S.C. ****e(b) states must follow maximum measures to ensure accuracy 15 U.S.C. 1692C states Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt

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