ComplaintsforHorizon Credit Union

• Initial Complaint

  04/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This bank refused to honor a cashier check from another bank. They profiled me as a potential scam and put a hold on a cashier check like a standard personal check They want 7 business days to cash a verified cashier check that is good as cash at any other banking institution

  Customer response

  04/08/2024

  Business reached out and solved matter 

  Business response

  04/17/2024

  I spoke with ******************************* and he said that he tried to cancel the BBB complaint shortly after and he was not able to.  He said that he was instructed to modify the complaint but I am not seeing a difference.  

  The situation that led ****** to file a complaint as stated by ****** was a communication breakdown in the branch that he does business with and the situation was resolved the following day of his transaction in question.  ****** has my name should he have issues in the future that need attention.  We can consider this complaint satisfied.  Thank you!

  Customer response

  04/17/2024

   
  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

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed the auto pay on ****** in December - assumed it worked as it saved the information. Today my business RV was repossessed. I contacted the credit union and they said it was 72 days past due. I said I set up auto pay - the man said its confusing sometimes. I asked why I hadnt been called. He said a number that was 625 something. I said thats not my number. He said they sent letters to me but they were returned so they thought it wasnt a legit address. We have a PO Box - he said it was on our other account but not this one. I spoke to a woman in collections and she said they sent several texts and emails to me - I have nothing from them. Im asked what number and email - she had to pull up my application to see it. She said they called my daughter and friend. Both had nothing from them. I wanted to pay the 2 past due payments that I didnt know were past due. She said full amount is due - which is $146k. No issues with them before on our other loan which was paid off early. They lied about contacting me and stole my equity in the ***

  Business response

  02/08/2024

  Attached is a letter in response to ******************** complaint.

  Customer response

  02/08/2024

   
  Complaint: 21255544
  
  I am rejecting this response because: The man I talked to stated the number they called was a 625 number, which I've never had. The woman I spoke to had to pull up my application as she could not find our number and she said they called my number as stated on the application, which is not correct. She said they didn't have my PO Box, but when I purchased the ** and didn't get a bill, I contacted them (back in 2022) and gave them my PO Box - they sent me paperwork at that time. So this is another lie. I was contacted by **** today from Horizon and he said I would have to pay over $5K for fees and past due payments (which is double what I owe) - I wanted to pay when they showed up but was not given an option. Why should I have to pay thousands when it could have been resolved so much easier? I have attached the email that shows autopay set up successfully and no amount was due. **** said that there would have been fine print when I set it up stating to check for past due payments. When I logged in, there was no amount due still. See information from their payment portal attached. When I spok with the account rep Tuesday he said the payment port "is pretty confusing for sure."
  
  Sincerely,
  
  *****************************

  Customer response

  02/08/2024

  The credit union wants me to refinance my loan as we use the ** for our business. When we were talking with the salesmen at the ** show and then **************** we made it very clear that we were buying this specifically for our business. The credit union rep seemed very excited about this and we discussed how we were going to use this for our mobile clinic. At no time did we state this was for recreational use only. If that is in the contract, as the credit union alleges, we were not aware of that. The reps go through everything so quickly and this was at the end of the day of their last day of the ** show so they were very eager to get us moving. The manager called me today and stated we need to "meet in the middle." I asked what that entails - he stated pay the rears, the fees for the repo, and get the ** refinanced within 30 days since they don't finance business loans. At no point did we state this was for recreational use - it was always for business and the loan rep knew this when we bought the **. We were so excited, it's all we talked about!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/21/23 Horizon Credit Union sent me an electronic communication regarding my account that my balance due was $0. Moving forward, they reported my account as ******************* December. Since that time, I have brought the account current. I was entirely mislead by the electronic communication. After receiving the communication, I was under the belief that my account was current ($0 due) as of 11/21 /23, as that is what the email expressed. It was not until later that I learned my account was past due. ********************** has not aided me in correcting the situation, and have not acknowledged that the communications they delivered were confusing, and mislead me to believe that my account was current as of 11/21/23. If their communications had been accurate and shown my account past due as of 11/21/23, I wouId have paid my payment at the moment I had received that communication.I have submitted complaints to the **** and ****** to have this issue corrected for me, and any other account holders that *** have similar experiences due to the misleading communications Horizon Credit Union shares with account holders.

  Business response

  01/24/2024

  January 24, 2024
  ****** Q Key
  **************************************
  *******************, ** 98258
  Regarding Better Business Bureau Complaint:
  Thank you for allowing Horizon Credit Union to respond to the complaint by *********************** Key. This is indeed an unfortunate situation and one that Horizon takes seriously. Mr. *** is correct that Horizons vendor software conveyed to him the wrong information regarding what was owed on his loan with Horizon. Hence, ************ credit profile will be changed to reflect no late payments of any kind related to this time period.
  Additionally, this vendor error is in the process of being corrected and we are informed this issue will not occur again. We should like to point out though three important items: first, issues do occasionally happen with software and there was no intent on Horizons part to mislead any of Horizons valued members; second, proper regulatory disclosures were provided to Mr. *** and, lastly, ************ original loan documents stipulated his payment schedule and ************ own records showing he did not make his monthly payment should have alerted him to the fact that he owed a scheduled payment despite what the online documents might have shown.
  In any event, as we noted above, ************ credit file will be changed to reflect no late payment for the period in question, the software issue will be corrected, and we apologize for any inconvenience this issue might have caused Mr. ****
  Regards,
  *************************
  Collections Manager
  *****************
  **********************

  Customer response

  01/24/2024

   
  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,
  
  ****** Key

• Initial Complaint

  09/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a truck from a local dealer with Horizon as the lender. I've carried motor vehicle insurance for 25 years and they are saying I'm delinquent for no proof of insurance. We have been emailing a representative of the bank and still getting calls for collection... Now they've put delinquent payments on my normally near perfect credit report. They are rude and unprofessional to say the least. I urge everybody to stay away from them and will be contacting the dealer tomorrow.

  Business response

  09/08/2023

  ******************,

  I followed up on this with the collections department and it sounds like they were in contact with you and everything has been corrected to your satisfaction. If this is not correct, please call us at ************.

  Thank you,

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

  SVP Marketing and Facilities

  Horizon Credit Union

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an auto loan with these people and I missed one month payment and they repossessed my familys vehicle. I paid the balance in full and they still wouldnt give me my car back for three days. They said it wasnt up to them. Then I got the car back and they had installed a GPS tracker with a camera that literally was pointed at my wifes crotch. I have pictures to confirm this.

  Business response

  08/09/2023

  ****************,

  Thank you for bringing this to our attention. We would like to get more information about this situation. Due to the sensitive nature in your complaint, if you could please go to your local Horizon branch and speak with the branch manager, they would get our Director of Loan Servicing with you to sort this out.

  Thank you again,

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

  Horizon Credit Union

  SVP Marketing and Facilities

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bank charges overdraft fee on July 5th 2023 customer had check deposited July 1st to cover July 5th charges. can not resolve by phone as keep getting cut off after holding for long periods. went to bank in person and was told i would have to speak to manager when they arrived. spent hours on phone and a trip to local branch and still not resolved

  Business response

  07/14/2023

  ******,

  It is my understanding that you have had a conversation with the branch manager and this has been rectified to your satisfaction. Please let me know if we can be of any additional service.

  Sincerely,

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

  SVP Marketing and Facilities

  Customer response

  07/24/2023

   
  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

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ************, going to school in ********. On Friday June 9, a repo company picked up my vehicle. I did not give permission nor was I present for this. I thought my car was stolen. The bank was closed on the weekend of course so I called them first thing Monday morning. I was told that because I was behind on partial payments since February and they were not able to get a hold of me I would have to pay off the entire car to get it back. Obviously, I do not have that kind of money. I was told that the past due amount is ******** which I am prepared to pay. Since I purchased the vehicle, I set up the payments on auto pay and have had no issues making the payments until I guess I must not have had enough funds in February at the time the payment was due. I did not notice this. In addition, my mom makes half of the payments and they have been on time and received every month (the manager, ***, lied to us and said that payments were not received for several months but we have proof that they were paid). I have moved since buying the car and have gotten a new phone number, which I did not update with the bank because I did not think of it (totally at fault for that). They do have my email address and have sent me correspondence in the past. I have not received any of the recent emails because they are misspelling the email address. It should be *********** but they are sending the emails to nickostler (no dot), which explains why I was not aware of the situation, not because I do not care or unable to pay or was avoiding them on purpose. I love my car and spent many months looking for it and went all the way to ******* to get it. They also told me that they tried to call the references that I have listed on my account and left messages but when asked about proof they backtracked and said that they only called 1 number, 1 time and left no message just barely 2 weeks before. If they had left a message, my dad would have told me about it. If they had emailed the correct email address, I would have become aware of the situation and would have fixed it immediately. They have disabled my account and I am unable to log in to look at anything. They never return my calls, I always have to call them and wait on hold for at least 30 minutes every time, which is missed work time for me. Since I became aware of what happened I have tried to talk to someone that is willing to actually help resolve this and have been unable to. Not once in all the conversations I have had so far has someone offered to provide pertinent information as to what I need to do next, by what day, etc. I had to drag it out of them. I left a message for the bank manager (***) and instead of calling me back himself, he passed the message on to an account specialist whom promised me that she would call me back and would get someone that could help me out. Wasted a whole day and I had to call back cause she never did. I was in the middle of a conversation with the collection manager (***) and got disconnected (or maybe she just hang up), and she didnt even bother to call me back. I had to call and be on hold and leave a message because she was not available even though we were just talking and wait for hours with no call back, and had to call again and be on hold again. I dont have a lot of time before they sell my car and they are dragging their feet on purpose. Not to mention the fees for the repo lot that accumulate every day. I would expect this kind of treatment from a scumbag loan shark but not from a credit union. They would rather sell my car and ruin my life for the next 7 years instead of giving me a chance to work things out. Shame on you!

  Business response

  06/21/2023

  Unfortunately,due to privacy laws we are unable to provide specific information regarding this complaint. We have been able to interact with the member and the members mother and are working for a resolution. 

  Customer response

  06/27/2023

   
  Complaint: 20198340
  
  I am rejecting this response because: there were no options or alternatives offered to resolve the matter.  The only "offer" was to pay off the vehicle which is not an option for me because the credit union ruined my credit for the next 7 years without a blink of an eye and I'm not able to get another loan or refinance.
  
  Sincerely,
  
  *********************

  Business response

  07/14/2023

  ****************,

  Thank you for the response, may I suggest that it is better to talk directly.  Please call our Director of Loan Servicing that has been in contact with you and your mother. She has all of the options for you.

  Sincerely,

  *****

• Initial Complaint

  06/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made all my payments on time. I have a few loans threw them. I did payment with them some how the two payments got mixed up one payment went to the other and vice versa. Get a later that I had 15 days to fix the balance due because of mix up. Called lady fixed it then got another letter called again oh now they fixed it? Well to late the reported to credit. Even though I was not 30 days past I even paid my next payment by then. Talk to ************* was not help full. Then next guy the head guy that over looks all credit problems for Horizon says its all your fault Im not doing anything for you. And is rude. And I have been amazing customer to them even golf with some higher *** that Ill definitely talk to when out. They have a month to fix it be for legal action is taken for damages. I have amazing credit and had 100% payment history and they damaged due to negligence of good will and to help their customers.

  Business response

  06/21/2023

  Unfortunately, due to privacy laws we are unable to provide specific information regarding this complaint. We have been able to interact with the member and resolve the complaint. 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon my name is ***********************. I am hoping you can help me out with a Title Issue I've been exhausted in trying to have sent to me from Horizon Credit Union in *****, *****, to my new place of residence in ****. I had my **** title sent to ***** in 2018. I took out a small loan with Icon Credit Union. They were awesome until Horizon took over. I started having major loan payment issue. keep in mind they all were taken out of my checking account. over a span of 4 mths they issued wrong paymt amounts to each of my 3 taken over loans. added **** in premium insurance after i already had insured with icon and proven. To top it off i owed around 585 dollars. i was so frustrated i didnt even make my last 3 payments monthyly. a lady gave me a total to bring to 0. sure enough 1 week later i owed 84 more. i tried paying that 3 diff times at 100 online I have receipts to prove it.. now its been over a year, they still have a lien on my title . they wont send me my paid off title to my **** lexus rx vin#***************** What do I need to do to receive the Title so I can get plates on my car in ****? Name: *************************** Address:5877 ***************. ************************************ Last document in ***** I can find is attached. Title # *********

  Business response

  03/06/2023

  *************,

  With the payoff received, the title has been released to the address that we have on file for you. Please call us at ************ with any further questions.

   

  Thank you,

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

  SVP Marketing and Facilities

  Horizon Credit Union

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had gotten a bank account with ********** on 12/29/22 and pretty much immediately, I started having issues with them and they failed to tell me pertinent information. This resulted in several issues and me missing work because of it. One of the issues was that my direct deposit didnt go through because they gave me the checking account number which was one digit off this caused several issues: I couldnt pay rent or my rent on time, I couldnt do bill pay or send money and I still cant which is over 2 and a half months later. I tried calling the bank assistant manager and she didnt answer. I left her a voicemail and she still hasnt responded. But I tried sending an email and she still hasnt gotten back to me. That was about a month ago that I tried contacting her several times..Another issue is that if I got a couple checks and I want to deposit it, I have to do that within business hours. If I could t get there within business hours, I would have to use the *** which when I did that, it took five days before I got that money accessible to me only because I left work early to talk to them in person. Ive had my utility bill company already tell me that if I dont pay on time next time that theyre going to shut it off. My car insurance went up because of this. And no one is taking accountability or even apologizing for this issue.Now I have to look for another bank because I still cant do bill pay. Which means I have to miss more work to get another Bing account and then close down this account. This is such a hassle.

  Business response

  02/24/2023

  To Whom It May **************** spoke with **** about her complaint which is about ********** CU not Horizon. **** said she is not a Horizon member and she thought she put it on **********'s site. So this shouldn't be against Horizon and hopefully this gets cleared up for her and **********.

*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. ↩