Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 17th 2024 I've already put in an application for checking account and was contacted by **** member service *** named ***** ******* through email with welcome my welcome letter and approval for a checking account, I thought everything was okay, they was supposed to send my debit card and checkbook and mail, apparently I got my checkbook but did not receive a debit card so I ask through email to do I receive a debit card? for there That's when problems started so I had to call customer service to see what's going on, I was told they sent it I told them I never received it so since I never received the card they allegedly sent me in the mail it must have got lost and they had to send another one. So it round this time I just moved to my current address so now it was issues with that as far as proof of address in identification and the things that they ask for I give and when I do it's something else, especially from the first member *** ***** *******, so this individual phase one thing and then her next email is contradictory from the last like half truths, plus I was told that I had to put $100 in my account and I had up to 100 days, they tried to get me to put $100 asap inside my account beforehand but I didn't need to because my social security check was going inside that account within 30 days or less and as of today 12/05/2025 I still have not received my debit card Long story short, I've been going back and forth with these people and ***orted him to two corporate entities twice already! One is federal and they have contacted them the first time and I've ***ort them again recently and now I ***orted them to BBB. There will be no business (money) putting this account, they do not stand on principal and business. You don't treat your customers or clients like second-class citizens, now how I supposed to draw cash if I need it or pay my bills? Not to mention I can't even get online with the membership number or anything else My rent was due the 1st monthly

  

  Business Response

  Date: 01/02/2025

  Hello,

  Ms. ****** opened a banking account with ******************** (HACU) in October 2024.  She requested a debit card.  Within 10-days of opening her account, she requested that we change her address on the account.  Due to the government's Patriot Act requirements, we require proof of address such as a utility bill, cell phone, etc.  The *************** provided had a different address from what she was requesting the change to occur; therefore, we did not change her address or mail her a new debit card until we could verify her address.  To this day, she has yet to provide HACU with the requested proof of address.  Ms. ****** has been advised of this on numerous occasions and yet, still no proof of address.  By changing her address within 10-days of opening her account with HACU, she nullified and due diligence and verification we did at the time the account was opened.

  That being said, we ordered Ms. ****** a debit card and I personally hand delivered it to our Oak Lawn branch for her to go pick up the card at that location.  Ms. ****** received her card and activated it on 12/10/2024 and has been using it ever since.  This is a meritless claim and could have been easily resolved by simply providing the requested proof of address.  From the perspective of HACU, this has been resolved; she received her debit card by going above and beyond what was required of us and her address will be changed once we receive the required proof of address.  Ms. ****** continues to do business with **** and has an open and active account.

  This case should be closed as resolved.

• Initial Complaint

  Date:02/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against H313235333431383530**H, ********************************************************************************** for what I feel is an inappropriate fee charged against my "free checking( share ****)" account from January 2022 through December 2022.I had $ ***** of my bi- weekly paychecks being direct deposited to my HACU account ********** Money Market (Share ****) and then $0.50 transferred from this money market account to my free checking (Share ****) account at the same time.Since I normally didn&#**;t write any checks or make changes to my accounts I seldom looked at my monthly statements when they came in. I did however look at the December statement when it came in and seen a $10 inactivity fee on the free checking( Share 002) account. The same day, I believe it was January 12, 2023, I called HACU and questioned who authorized my bi-weekly transfers from Money Market (Share ****) to Free checking ( Share 002) to end. The person I spoke to told me the authorization is still showing but my paycheck deposits started coming in form a different source in January 2022 and because of the way H32353138**3236323535H&#**;s System is set up the transfers ceased. She then asked if I wanted her to restart them. At first I said yes but then I asked if I would be refunded the $120.00 charged in error and was told that her supervisor informed her they closed their books for the year and could only go back 4 months. I told her in the case transfer all my money to my checking account and I would be writing a check for the full amount I have in their bank and close my account. She told me they need to close the account so she would send me a check which she did. The check only included $40 reimbursement of these fees. My compliant is that I feel HACU owes me an additional $80 for the fees I was charged from January through August in addition to the $40 they reimbursed for September through December. They told me nobody authorized the stoppage of the transfer but that it stopped because of the way their system is set up. This does not sound like something I have any control over or should be liable for. The person I spoke to also stated that I should have been looking at my statements monthly in order to avoid errors on my account. I believe this would be fair if something changed with their fee schedule and I missed reading it on the statement but this is not the case. This simply has to do with the programming of their system that only they have control over. The fact is they stopped my transfers without my authorization and if this hadn&#**;t happened I wouldn&#**;t have been charged these fees. This was clearly a problem on their end.I don&#**;t know who regulates Credit H343233**373033373835Hs in the state of ******** or I would have filed my compliant with them. Since I don&#**;t know who regulates ******** Credit H343233**373033373835Hs I am asking you to check into this matter and let me know what is right and proper. If my compliant needs to go elsewhere please let me know where and how to contact them. Thank you, *******************************.

  

  Business Response

  Date: 09/11/2023

  ****** contacted HACU on January 13, 2023 in regards to inactivity fees charged to her checking account.  She wanted all fees refunded and staff only refunded $40.  ****** cited that HACU cancelled her monthly transfer of .50 cents to her checking account without her consent.  What actually occurred (through no fault of HACU) is that the members ACH deposit company changed their company name, as a result, HACUs computer system could not find a match and the transfers of .50 into her checking account stopped occurring.  Since the transfers to her checking account stopped occurring, the members checking account started to incur monthly inactivity fees of $10 on a monthly basis beginning with June 30, 2022 and ending with December 31, 2022 for a total of 7-fees in the amount of $70.  When the member called the credit union to request a refund, she admitted to getting her monthly statements reflecting the fees; but, never opened the statements.  Due to HACU staff refunding only $40 as opposed to the entire $70, the member decided to sever her relationship and account with HACU and closed her entire account with HACU.
   
  All large dollar account closures are reviewed monthly by HACU upper management and even before receiving a letter from the member indicating her intent to report HACU to the BBB, the ** of ****** Services had contacted her via phone to inquire as to why she closed her account, as well as, a quality check call.  It was on this call that the **-****** Services realized that a newer employee had erroneously thought there was a dollar limit on inactivity fee refunds (there is not).  The **-****** Services issued an additional refund in the amount of $30 to make the member whole and apologized about the inconvenience.  The **-****** Services had personally called the member, explained the situation, issued an additional refund in the amount of $30 and apologized to the member.  The call ended on a positive note and a check was mailed to the member for the additional $30 refund on February 10, 2023. 
   
  If you have any questions, comments or concerns do not hesitate to contact me directly.
   
  Best regards,
   
  *********************