ComplaintsforCredit Union 1

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company merged with or took over ***** Credit Union, and I had a personal loan with them using my car as collateral. They have reported this account twice on my credit report. They have also reported this as a new loan to my insurance company, sparking a significant increase in my payments of nearly $200/mo. I have called them about previous errors, but this seems to be an ongoing problem,

  

  Business response

  03/25/2024

  Re: Complaint #******** ***** ******
  
  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  Cu1 has investigated the credit reporting for Ms. ******** loans and finds that we are reporting her current auto loan correctly. In addition to her current loan, there was a previous auto loan that was paid in full in March 2023.  This loan will continue to show on her credit report for up to 7 years.  However, if Ms. ****** sees any reporting which she believes is inaccurate, we encourage her to dispute that with the reporting credit bureau or send CU1 a direct dispute letter so that it can be investigated and corrected.
  

  In the months following the merger of ***** ******** Credit Union into CU1, CU1 did provide notice to Ms. ******** insurance company to update the lienholder and to confirm the loss coverage was compliant.  CU1 did not report any new loans as a part of that process.  CU1 is unaware as to why Ms. ******** insurer would have changed rates based on the lien holder information changing.

  We appreciate Ms. ******** continued business and apologize for any inconvenience.
  
  Sincerely,
  
  
  Compliance Department

  
  

  Customer response

  03/25/2024

  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. I will provide a copy of their response to the credit bureau for clarification.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have refinanced several vehicles with Credit Union One. In July of 2022, I refinanced my Blue, Four Door, 2022 Volvo XC90, Plate Number ** *****. I was asked to buy GAP Insurance. I said yes. I was told the GAP Insurance will cause my monthly Car Note to be $1014. I received information stating the cost of the GAP Insurance was $599, my Monthly Car Note Bill/payment would be $1014, and I will have 84 or 85 months to pay. However, I paid the entire car note balance amount off within 18 months in lieu of 84 or 85 months. Credit Union One refinanced the car note payments and included the Gap Insurance within my monthly payments as well (see the attachments). Because, I paid the loan off in 18 months in lieu of 84 or 85 months, Credit Union One processing procedures caused me to over pay the Gap Insurance twice by $500-$600. When I contacted the Loan Dept, I was informed by Ms. *********, Mr. ******* and their Supervisor that I needed to cancel the Gap Insurance within 90 Days in order to receive a refund and to contact the Gap Insurance Company with my concerns. I explained to all of them that I was not canceling the Gap Insurance. Because, I paid off the loan within 18 months, I am no longer covered with Gap Insurance. Again, I explained to them that the refund is for the overpayment of the Gap Insurance. Credit Union One over charged/billed me for 84-85 months in lieu of 18 months and refuse to give me my refund for the overpayment on the Gap Insurance. I paid off my auto loan based on their billing processing. I did not make a lump sum payment to the Gap Insurance Company. I made monthly payments to Credit Union One. I also believe they over charged me with monthly interest and daily interest calculations as well. I also would like for BBB to do a Class Action Law Suit as well. I wonder how many other members they did not give their Gap Insurance refunds to and forced consumers to pay double. Thanking you in advance. ******** ******* ************

  

  Business response

  02/14/2024

  Re: Complaint ********* ******** *******
  
  To whom it may concern:
  
  We investigated Ms. ********* concerns regarding her GAP Cancellation and refund and have found the following: under the GAP Contract, there is a Cancellation Policy which outlines that a full refund is due if the GAP Contract is cancelled within the first 90 days. The GAP Contract was signed by Ms. ******* on 7/7/2022. A copy of the contract was provided to Ms. ******* with her loan documents. Ms. ******* did speak with several Credit Union 1 representatives who have provided the same information that was stated in the GAP Cancellation Policy. In January 2024, this matter was escalated through Credit Union 1’s loan servicing department who reached out directly to ******** (the GAP provider) to further determine if Ms. ******* was entitled to a refund on the GAP Contract premium. ********’s review also determined that a refund was not merited due to the request being outside the 90-day time frame and provided a denial letter.
  
  The GAP Contract is a one-time up-front cost and is a flat rate charged regardless of the length of the loan. The cost was included in the loan’s total.  In the event the vehicle was totaled and there was a difference between the insurance payout and the outstanding loan amount, the GAP coverage would have resulted in a cancellation of that shortfall.  We do not find any evidence of a double charge for the GAP Policy.
  
  Regarding Ms. ********* concerns on the interest charged on the loan, her loan was a simple interest loan. How simple interest loans work is that the interest is calculated daily until the loan is paid in full. By paying the loan off early, Ms. ******* saved money and did not pay the whole amount of interest disclosed in her loan disclosure. Ms. ******* can review her loan disclosure to see the finance charge for this loan was estimated to be $10,844.07 if the loan was paid according to scheduled repayment terms for the entire term. By paying off her loan early, the total finance charges she incurred totaled $2,955.91. Therefore, Ms. ******* saved a significant amount of interest by paying off her vehicle loan early.
  
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our members are not happy with the outcome of the service they have received.
  
  Sincerely, 

   

  **** ******

  Director of Compliance

  Customer response

  02/15/2024

  Good Day All,

   

  Thank you BBB for notifying me of their response.

   

  Credit Union One did not give me the option to make a one time payment in lieu of refinancing the $599 for the Gap Insurance Company coverage.

   

  Instead, Credit Union One increased my monthly car note payment by increasing my total balance to $599.

   

  Because of the way Credit Union One procedures for refinancing auto loans, it has caused me to pay for the Gap Insurance twice or very close to doubling the cost.

   

  According to my Credit Union One’s contract, I agreed to only pay $599 for the Gap Insurance in lieu of $1200 or so.

   

  I did not cancel the Gap Insurance. Paying off the loan is what canceled the Gap Insurance.

   

  Credit Union One should have given me a separate account to process the Gap Insurance payments in lieu of refinancing the Gap Insurance payment.

   

  Since I agreed to only pay $599 for the Gap Insurance, I am requesting for my refund of the overpayment of the Gap Insurance.

   

  Credit Union One is not the Gap Insurance Company but made a profit and received an additional amount which stemmed from their illegal processing of Gap Insurance on auto loans. 

   

  Will you please send me my refund?

   

  Thanking you in advance.

   

  ******** **

  
  

  

  Business response

  02/16/2024

  
  Re: Complaint #******** ******** *******
  
  To whom it may concern:
  
  We are sorry there is still confusion regarding the charge for the GAP insurance coverage Ms. ******* requested on her recent loan.  To be certain, Credit Union 1 only collected one fee of $599 for her GAP coverage.  The coverage was in force from July 7, 2022, until her loan was paid off on December 20, 2023 - a total of 531 days.  Paying off the loan early does not qualify for a refund of the premium unless the payoff occurs within the 90-day Cancellation Period.
  
  If Ms. ******* purchased a previous Gap policy on the loan CU1 refinanced for her, that would be outside of our control.  A policy on a previous loan with another loan provider cannot be used to cover a loan with CU1.  Each GAP policy covers a specific loan issued by a specific lender.  Therefore, a new policy would have to be purchased to cover a new loan.  Any refunds or adjustments for the original policy with the prior lender would have to be according to their policy.
  
  Regarding the opportunity to pay for the Gap policy outright rather than financing into the new loan is something that is available to our members.  While it is rare to be paid separate from the loan, if it was asked for by the member the option would have been provided.
  
  We calculate at 4.49% the cost of loan interest attributed to the $599 GAP premium to be $39.13.  This calculated by the APR of 4.49% divided by 365 days in a year multiplied by the number of days the loan was on the books (531) multiplied by the $599 cost of the GAP.  As a courtesy, we have determined to refund this amount to Ms. ********* CU1 savings account.
  
  We consider this matter resolved fully and the matter closed.
  
  
  Sincerely,
  **** ******
  Director of Compliance

  Customer response

  02/18/2024

  Good Day,

  Thank you very much for sending me CUI’s response.

  My complaint is strictly in regards to CU1’s processing procedures of my Auto Loan.

  However, Credit Union One’s response is showing several equations without sharing CU1’s exact amount of their refund offer.

  I am requesting for the exact amount of CU1’s offer to assure there is no confusion in this refund matter.

  I am very concerned I had to ask for the exact amount of their refund offer in lieu of CU1 freely sharing the exact amount of their refund offer.

  What is the exact amount CU1 is offering to place within my Savings Account if I accept their offer?

  Thank you.

  ******** **

  

  Business response

  02/22/2024

  Re: Complaint #******** ******** *******
  
   To whom it may concern:
  
  As stated in the previous response, CU1 will be processing a refund of $39.13.  This amount is calculated based upon the $599 cost of the GAP policy financed into the loan at 4.49% for 531 days.  
  
  This represents the direct cost of financing the cost of GAP into Ms. ********* loan as opposed to paying for the policy outright.
  
  There will be no additional amount refunded for the cost of the GAP since the insurance was in use and active for a period longer than 90 days.
  
  Sincerely, 
  **** ******
  Director of Compliance
  
  

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  

  Thank you very much for sending me CUI’s response.

  My complaint is strictly in regards to CU1’s processing procedures of my Auto Loan.

  However, Credit Union One’s response is showing several equations without sharing CU1’s exact amount of their refund offer.

  I am requesting for the exact amount of CU1’s offer to assure there is no confusion in this refund matter.

  I am very concerned I had to ask for the exact amount of their refund offer in lieu of CU1 freely sharing the exact amount of their refund offer.

  What is the exact amount CU1 is offering to place within my Savings Account if I accept their offer?

  Thank you.

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

  
  

  Customer response

  02/25/2024

  Good Day BBB,

  Thank you for your response.

  Will you please continue to help me? 

  I disagree.

  CU1’s calculation is not correct.
  

  The Gap Insurance payment should not have been charged any interest, penalties nor fees.

  In good faith, I have paid what was billed to me.

  CU1 assured me there were no penalties in paying the loan off early. What CU1 paid back to me is way below my basic math calculations.

  CU1 did over charged me way more money then they are admitting to.

  - My basic calculation comes to a total of $470.64 which should have been refunded back to me in total.

  The following is my basic calculation of the overpayment charges of my Gap Insurance:

  - Gap Insurance Cost $599 lump sum.
  - Car Note Payment Loan of 84 months,
  - I paid off the loan within 18 months in lieu of 84 months.
  - The difference is an extra 66 months of payments (84-18=66) which should have been credited back to me due to overpayment of car notes.

  My basic math calculation breakdown of my Overpayment of Gap Insurance is according to CU1’s Contract is….

  Months 84 / $599 = 7.1309 
  Months 84 - 18 months = 66 months
  Months 66 X 7.1309 = $470.64

  CU1 should honor their contract in good faith as I have.

  Will you please review my basic calculation and reconsider CU1’s offer which is very much incorrect?

  Thanking you in advance.

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress. As outlined in 15 USC 1681 Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information. Moreover, 15 USC 1681 Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided. I have identified discrepancies on my credit report originating from CREDIT UN 1, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies. Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances. For your reference, my account details are as follows: Account Number: ********** I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information. Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution. Thank you for your immediate attention to this matter. Sincerely, ****** *****

  

  Business response

  02/06/2024

  Re: Complaint #******** ****** *****
  
  To whom it may concern: 
  
  Please accept this letter as our response to the above-listed complaint. 
  
  Credit Union 1 (CU1) is dedicated to compliance with federal and state financial regulations.  We follow the credit reporting rules of the Fair Credit Reporting Act (FCRA) and are committed to accurate reporting.  Any disputes for inaccurate reporting are fully investigated and responded as provided by the law.
  
  The complaint contends that CU1 is unable to furnish account information and payment history to the credit reporting agencies (CRA’s) without his permission.  He justifies this by referencing 15 USC 1681 Section 602 and Section 604 (a)(2).  These sections of the Fair Credit Reporting Act (FCRA) do not support his claims.  Section 602 (Congressional findings and statement of purpose) direct furnishers to accuracy and fairness of credit reporting and the establishment of reasonable procedures.  Section 604 refers to permissible purposes of credit reports.  This section requires a permissible purpose to request a credit report from a CRA.  This section does not apply to furnishers supplying account information to the credit reporting agencies.  Neither section of the FCRA obligates a financial institution to obtain authorization from a consumer to report to the CRA’s.
  
  Financial institutions must follow 15 USC 1681 Section 623 in notifying consumers that we may report negative information CRA.  This can be provided with a model B-1 notice that is provided in advance stating in general that we may report late payments, defaults, etc.  The other option is a model B-2 notice that states we have reported negative information and is provided within 30 days of such reporting.  CU1 uses the model B-1 notice within the Member Account Agreement when the account is opened and within late notices sent to the member when an account becomes past due.
  
  The final reference is to 1666 (b), which requires financial institutions to provide a statement at least 21 days before a payment is due on credit cards and revolving accounts.  This would not apply to Mr. ***** because at no point did he ever have a credit card or revolving account with CU1.
  
  Under the FCRA, furnishers must investigate any disputes of inaccurate reporting received from their consumers.  Prior to this complaint, CU1 has never received any official dispute of the reporting provided to the CRA’s.  In this complaint, Mr. ***** has not provided any specifics as to what reporting he considers to be inaccurate, when that reporting was provided to the CRA’s, or provided any evidence to support his claims.  Under the FCRA, a consumer may not make a non- specific request for a financial institution to make a “thorough investigation” without any mention of what they consider to be wrong.  Such requests are identified by the FCRA as being frivolous and irrelevant under section 623(a)(8)(F).
  
  It is Mr. ******* right to dispute any reporting made to the CRA’s.  To do so, he may send a letter to CU1 at *** * ********* **** ******* ** *****.  This letter should specifically list the information he believes is incorrectly reported, the date it was reported and prove any information to support his claim.  He may also file a dispute through the CRA’s.  In either case, CU1 will investigate the account and either verify the reporting as accurate or make correction of any inaccuracies that are found.  Any investigation will be completed with 30 days of the day received.
  
  
  Sincerely,
  
  **** ******
  Director of Compliance

• Initial Complaint

  12/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 1212/23 I was charged an overdraft fee of $32.00 and the draft was not due to be deducted until 12/13/23. On the morning of 12/12/23, I checked my balance and noticed my account was short. My balance was not in the negative. I deposited more cash than needed to cover my withdrawal on the next day before 10 a.m. After 4 pm on 12/12/23, I received notice of an overdraft. Hiw can this be if the money was deposited on 12/12/23 and the draft should have been honored on 12/13/23? I requested a refund and was told at the time of deduction my account fell in the negative. No on is addressing the fact that they drafted a day early. This is the second time Credit Union 1 has done this too me, drafting days early and then refusing to refund overdraft fees. Aren't they suppose to abide by the draft date? Thanks

  

  Business response

  12/21/2023

  TellRe: Complaint #******** **** **********
  
  To whom it may concern:
  Ms. ********** made a deposit of $2500 to her account on December 12 at 10:38AM. Earlier that morning, Ms. ********** had an ACH withdrawal from ******* *** in the amount of $1887.76, which caused an overdraft fee for insufficient funds.
  
  Credit Union 1 investigated the matter and discovered that there is a recurring monthly ACH debit from ******* ***.  Since CU1 is receiving the ACH draft request we cannot control when it is presented for payment.  If this presentation occurs earlier than expected, it would be an issue to be addressed with the originating institution or company.  To avoid being charged a fee for insufficient funds, Ms. ********** needs to have sufficient available funds in her account prior to the debit being presented. As a one-time courtesy, CU1 has refunded the $32 overdraft fee to Ms. ************ checking account.  CU1 apologizes that this issue was not resolved when Ms. ********** contacted our offices.
  
  
  Sincerely,

  **** ******

  Director of Compliance

  Customer response

  12/26/2023

  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.

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  please see all attachments Credit Union 1 is violating my consumer rights. They're reporting a high utilization on all 3 consumer reporting agencies and they advised that they're obligated to do so under the FCRA which is FLASE. THE LAW SAYS:"YOU MAY" - Credit Union one has violated many consumer laws. It is my right that they follow the law. CU1 sent me a letter stating: they are obligated to report correct or inaccurate information to the credit reporting agencies under the FCRA. Which is FALSE. There's no mandatory law that says THEY HAVE TO REPORT THIS. The law says "YOU MAY" with written consent from the consumer. I never gave them written consent at all. Please provide proof? My UTILIZATION is excluded from this per the law below. So if it's excluded! how are you reporting it? 15 U.S. Code § 1681a - 2) Exclusions.—Except as provided in paragraph (3), the term “consumer report" means an individual does not include— ( i) report containing information solely as to transactions (payment history) or experiences (the amount of credit that's being used at that particular time) between the consumer and the person (b) The term “person” means any individual, partnership, corporation, trust, estate, cooperative, association, government or governmental subdivision or agency, or other entity making the report. 15 U.S. Code § 1681b - (A) (2) THIS IS CONSIDERED AGGRAVATED IDENTITY THEFT. YOU PROVIDED SOMEONE WITHOUT MY WRITTEN PERMISSION JUST USED AN IDENTIFICATION ON ME KNOWINGLY WITHOUT A PERMISSIBLE PURPOSE. Also according to 15 U.S. Code § 6802 (A) (B) (1) - Obligations with respect to disclosures of personal information - (b) Opt out (1) In general A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless— I NEVER received 3 disclosures, I never gave a written statement, If the laws saying MY EXPERIENCE (utilization) and TRANSACTION (payment history) is excluded how are you reporting it?

  

  Business response

  11/06/2023

  Re: Complaint #******** ******* *******
  To whom it may concern:
  Credit Union 1 (CU1) regrets any misunderstanding Ms. ******* may have regarding our credit reporting practices and the Fair Credit Report Act (FCRA) in general.
  
  Per the FCRA, a financial institution may choose to report to the credit bureaus.  Once that has been established, they are obligated to report credit history accurately to the credit bureaus, regardless of whether that history has been positive or negative.  In addition, institutions are required to provide disclosure to consumers that they may report to credit bureaus.
  
  Ms. ******* was provided with a Consumer Credit Card Agreement and Disclosure at the time of opening and signing for her **** credit card account electronically. In the Agreement and Disclosure, it states that by using the account or keeping the Card you agree to the terms of the agreement. Number 14 of the agreement further states, “you authorize the Credit Union to disclose information regarding your account to credit bureaus and creditors who inquire about your credit standing. We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected on your credit report.” In addition, at the time of establishing membership with CU1, Ms. ******* was provided an Membership Account Agreement and Disclosure.  Within this disclosure is item 36 which states “NEGATIVE INFORMATION NOTICE - We may report information about your loan, share, or deposit accounts to credit bureaus. Late
  payments, missed payments, or other defaults on your accounts may be reflected in your credit report.” 
  
  The FCRA requirement of permissive purpose refers to requesting members credit reports, and not for reporting the status and history of the accounts. A consumer does not have to provide permission for a financial institution to report to the credit bureaus, other than providing the disclosure mentioned before.  CU1 reports to the bureau using the standard Metro 2 format.  Among other items, this would include general account information such as the amount of the credit line, the current balance, the minimum payment amount, the date and amount of the last payment, the payment history and if there is any past due amount greater than 30 days.  Per the FCRA, if a credit union reports these figures, they must be reported accurately. 
  
  CU1 does not report utilization.  Utilization is a factor derived by the bureaus and potential creditors as the ratio of current balance to the established credit limit.  If a consumer wishes that their ratio of their reported balance to their credit limit be lowered, they may either pay down their balance to meet that ratio or request a higher credit line to receive the same result.  CU1 cannot and will not report a balance that does not reflect the true outstanding balance of the account.  If our member disputes that balances reported or any other information that she believes is incorrectly reported, she may file a dispute directly with the credit bureaus or send a letter of direct dispute to our offices. Such a letter must clearly state what specific information is incorrect, in what manner it is incorrect, and provide any proof of that claim.  CU1 cannot alter or remove any information that has been correctly reported to any credit bureau.
  
  
  Sincerely,
  
  ******* ********
  Compliance Analyst

  Customer response

  11/06/2023

   I am rejecting this response because:
  
  they NEVER sent me any notices! 
  

  1. please provide proof  me and the BBB times Date it was mailed out to me and what was mailed out the 14 agreement

   

  2. please provide me and the BBB  proof  of the disclosure mailed out to me. I never received any not even 1 disclosures. Time and dates it was mailed to me

  Show proof of signature that I SIGNED STATING I GIVE YOU PERMISSION TO REPORT TO A NONAFFILIATED THIRD PARTY AGENCY! TIME AND DATE THAT I SPECIFICALLY SIGNED THIS DOCUMENT? I never signed this document saying you can report this information. YOU ARE VIOLATING MY CONSUMER RIGHTS

  3. CONSUMER LAW SAYS:  15 U.S. Code § 6801 - Protection of nonpublic personal information -

  (a) Privacy obligation policy It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers’ nonpublic personal information. 

  (b) Financial institutions safeguards
  In furtherance of the policy in subsection

  (a), each agency or authority described in section 6805(a) of this title, other than the Bureau of Consumer Financial Protection, shall establish appropriate standards for the financial institutions subject to their jurisdiction relating to administrative, technical, and physical safeguards—
  
  (1) to insure the security and confidentiality of customer records and information;

  
  (2) to protect against any anticipated threats or hazards to the security or integrity of such records; and

  
  (3) to protect against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any customer.

  IT SAYS YOU "MAY REPORT" it's NOT A LAW THAT SAYS ITS MANDATED 

  15 U.S. Code § 1681b - Permissible purposes of consumer reports 
  
  
  (a) In general Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:
  
  
  (2) In accordance with the written instructions of the consumer to whom it relates. I NEVER GAVE YOU WRITTEN INSTRUCTIONS TO DO SO (PLEASE PROVIDE IT? SHOW ME PROOF) 
  
  
  THIS IS CONSIDERED AGGRAVATED IDENTITY THEFT. YOU PROVIDED SOMEONE WITHOUT MY WRITTEN PERMISSION JUST USED AN IDENTIFICATION ON ME KNOWINGLY WITHOUT A PERMISSIBLE PURPOSE. 
  

  I never gave you consent

   

   PLEASE REMOVE THIS UTILIZATION

   

  

  Business response

  11/09/2023

  Re: Complaint #******** ******* *******
  
  To whom it may concern:
  Credit Union 1 (CU1) regrets any misunderstanding Ms. ******* may have regarding our credit reporting practices and the Fair Credit Reporting Act (FCRA) in general.
  
  CU1 reports to the credit bureau and has for many years.  As Ms. ******* has stated, the FCRA says that a financial institution “may” report to the credit bureaus.  This both grants opportunity and authorization for financial institutions to report to the credit bureaus.  Once an institution has made the choice to report, the directive of the FCRA is quite clear in requiring integrity in that reporting.  Integrity requires universal reporting of all active accounts, and that the information provided to the bureaus is complete and accurate.  CU1 cannot report false or incomplete information to the bureaus.
  
  Ms. ******* has requested proof of the disclosures that have been provided to her.  On 02/02/2021 a document set was sent to Ms. ******* by email to establish her credit card account.  This document set required an e-signature on the **** application, and provided all the **** information including rates, payment information, and the Consumer Credit Card Agreement and Disclosure.  The application just above the signature box states, “If you are applying for a credit card, you understand that use of your card will constitute acknowledgment of receipt and agreement to the terms of the Consumer Credit Card Agreement and Disclosure.”  A copy of both documents accompanies this response.  The Member Account Agreement was provided when Ms. ******* opened her account online on January 13, 2021.  Our online account opening system provides that disclosure on-screen, along with other required disclosures, and the applicant must accept and agree to the account terms provided in those disclosures to complete and process the membership application.  This is a standard process in many online programs which require an agreement to the terms and disclosures to continue.  A copy of the Membership Account Agreement is included with this response.
  
  Per the FCRA, a consumer does not have to grant authorization to a financial institution to report to the credit bureaus nor do federal privacy laws allow a consumer to opt out of reporting.  We must only disclose that we report to the bureaus, as we have given proof that this was provided, and that the consumer even signed her agreement that this was provided.  CU1 understands our responsibilities and maintains compliance with the laws and regulations governing credit reporting.  We consider this matter to have been fully answered and feel that the complaint should be closed.  CU1 will continue to accurately report to the bureaus in accordance with the FCRA.
  
  
  Sincerely,
  
  **** ******
  Director of Compliance

  Customer response

  11/10/2023

  REMOVE THE HIGH UTILIZATION AS IT IS BEING REPORTED AND ITS AGAINST MY CONSUMER RIGHTS UNDER 15 USC 1681A (2) (a) (I) MY UTILIZATION IS EXCLUDED FROM REPORTING. MY EXPERIENCE (UTILIZATION) with your company is not supposed to be reporting. This what the law says. REMOVE IT

  I am rejecting this response because: As I stated: the CONSUMER LAW SAYS YOU MAY REPORT WITH MY CONSENT! I NEVER gave you written consent to report ANYTHING to my consumer report.. please show proof I signed saying it's okay. Please Upload it to the BBB so we can see. According to! You can't just say it and I'm supposed to take your word for it. Upload proof please that I gave you permission to report

  15 U.S. Code § 1681b - Permissible purposes of consumer reports 
  
  
  (a) In general Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other:
  
  
  (2) In accordance with the written instructions of the consumer to whom it relates. I NEVER GAVE YOU WRITTEN INSTRUCTIONS TO DO SO (PLEASE PROVIDE IT? SHOW ME PROOF) 
  
  THIS IS CONSIDERED AGGRAVATED IDENTITY THEFT. YOU PROVIDED SOMEONE WITHOUT MY WRITTEN PERMISSION JUST USED AN IDENTIFICATION ON ME KNOWINGLY WITHOUT A PERMISSIBLE PURPOSE

   

  the consumer law says you must provide me 3 disclosures . I NEVER GOT A DISCLOSURES. Please upload the 3 disclosures to the BBB website that you sent me? I never received any! The law says below: 

  15 U.S. Code § 6802 - Obligations with respect to disclosures of personal information

  (a) Notice requirements
  Except as otherwise provided in this subchapter, a financial institution (A) In general The term “financial institution” means any institution the business of which is engaging in financial activities as described in section 1843(k) of title 12. may not, directly or through any affiliate The term “affiliate” means any company that controls, is controlled by, or is under common control with another company disclose to a nonaffiliate third party The term “nonaffiliated third party” means any entity that is not an affiliate of, or related by common ownership or affiliated by corporate control with, the financial institution, but does not include a joint employee of such institution. Any nonpublic personal information (4) Nonpublic personal information (A) The term “nonpublic personal information” means personally identifiable financial information— (i) provided by a consumer to a financial institution; (ii) resulting from any transaction with the consumer or any service performed for the consumer; or (iii) otherwise obtained by the financial institution. (B) Such term does not include publicly available information, as such term is defined by the regulations prescribed under section 6804 of this title . (C) Notwithstanding subparagraph (B), such term— (i) shall include any list, description, or other grouping of consumers (and publicly available information pertaining to them) that is derived using any nonpublic personal information other than publicly available information; but (ii) shall not include any list, description, or other grouping of consumers (and publicly available information pertaining to them) that is derived without using any nonpublic personal information unless such financial institution (A) In general The term “financial institution” means any institution the business of which is engaging in financial activities as described in section 1843(k) of title 12. provides or has provided to the consumer The term “consumer” means an individual who obtains, from a financial institution, financial products or services which are to be used primarily for personal, family, or household purposes, and also means the legal representative of such an individual. a notice that complies with section 6803 of this title. 

  the agreement I sign was for the CARD ONLY. I never gave CU1 consent to report ANYTHING. Please upload documents stated: I have you consent to report anything to a nonaffiliate mf third party agency? With my hand written signature signed by me that I approved this

  you violated my consumer rights multiple times

  CUI never gave me or sent out or advised me to OPT out of this reporting per congress law says:

  15 U.S. Code § 6802 - (b) Opt out - (1) In general - A financial institution may not disclose nonpublic personal information to  nonaffiliated third party unless—(A) such financial institution clearly and conspicuously discloses to the consumer in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title  that such information may be disclosed to such third party; (B) the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C) the consumer is given an explanation of how the consumer can exercise that nondisclosure option

  SO IF THE LAW REQUIRES YOU TO DO SO! why CU1 not following laws?

  please remove the high utilization now!

  You can just report to my report without making sure you are following the laws to do so

  
  15 U.S. Code § 6801 - Protection of nonpublic personal information - (a) Privacy obligation policy It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers’ nonpublic personal information. 
  
  
  (b) Financial institutions safeguards
  In furtherance of the policy in subsection (a), each agency or authority described in section 6805(a) of this title, other than the Bureau of Consumer Financial Protection, shall establish appropriate standards for the financial institutions subject to their jurisdiction relating to administrative, technical, and physical safeguards—
  (1) to insure the security and confidentiality of customer records and information;
  (2) to protect against any anticipated threats or hazards to the security or integrity of such records; and
  (3) to protect against unauthorized access to or use of such records or information which could result in substantial harm or inconvenience to any customer.

   

  Customer response

  11/13/2023

  In the recent  messages with CU1 they uploaded documents and crossed our parts in yellow that I also cannot see.

   

   Secondly it says I'm there: if I have a late payment, a collection, they have the right to report it. The agreement NEVER stated anything about a high utilization. It's no where on the test it for yourself. If Congress law excluded it from IT. How is they reporting it,?

   

   I'm the agreement it's NOT LISTED AT ALL! I want them to remove it

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Credit Union 1 Decatur, GA recently transferred all ******* ***** mortgages to Credit Union 1 mortgages. We've always used the grace period provided to make our mortgage payments by the 15th of the month due to our Social Security payment arriving by the 15th. We have never made a late mortgage payment until the Credit Union 1 transfer which was made in a haphazard, irresponsible, and unprepared way, leaving customers with the burden of navigating an extremely laborious and not user-friendly system. The third payment attempt online (and on time) was not accepted by the system, so on Saturday, September 16th, we proceeded to call customer service and they informed us that they can’t take payments over the phone. We then asked to be transferred to someone at the branch that could take the payment, but they said they were not allowed to transfer after-hours calls to the branch, even though it was not after-hours as the branch is open on Saturdays until 12pm. Each call with customer service took over 30 minutes. We waited until Monday, September 18th to try to get in touch with Credit Union 1 again and, finally someone answered and informed us we were on collections! After two additional transfers, we asked the person in collections to show us how to pay online but she was also not able to, so at the end of the one-hour ordeal she agreed that taking the payment on the phone was the best option and that the system did not work. She also added that the late fees will be under review! All calls were recorded. Credit Union 1’s failure to provide clear information on how to work a system that ultimately doesn’t work, caused our credit score to significantly be affected by their actions. I request that late charges be deleted including a correction to my credit report, and that a clear communication is sent out to all mortgage holders with instructions on how to use the online system including a warning of present problems with the use of said system.

  

  Business response

  09/29/2023

  Re: Complaint #******** ****************
  
  To whom it may concern:
  Credit Union 1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  Credit Union 1 has reviewed Ms. ************ account in the review we found that her mortgage account has not been accessed late fees since being transferred over to Credit Union 1 on 7/7/2023. In addition, the loan has not been reported late to the credit bureaus since being transferred to Credit Union 1.
  
  Credit Union 1 representatives have spoken with Ms. ********** and walked her through our online system, showing her how to make a payment on her loan. Our records show that the loan has had three successful payments made on the online system since the transfer. If Ms. ********** is still having any issues with using the system,she may reach out to our member servicedepartment or go into her local branch.
  
  
  
  Sincerely,
  
  
  ******* ******** Compliance Analyst
  

  Customer response

  10/04/2023

   I am rejecting this response because:
  In fact, the last three payments were not made on line since, as I said before, the system doesn't work and can't recognize my account number.  These payments were made after much begging for someone to take them on the phone.  I will find a way to continue making ON TIME payments whichever way works, Nevertheless, the problem with the system will remain and I think Credit Union 1 should inform members of such problems.  I called **** customer service as the drop on my perfect credit score (over 820) was 61 points and they informed me that the mere fact that my last call to make a payment was transferred to collections may very well be the cause for the drop in points since nothing else has changed on my credit. 

  It is obvious that you will not admit to not being prepared to transfer mortgages to Credit Union 1 so, I will not use any additional time discussing the same subject but documenting it with the BBB hopefully will help other members going through the same.
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Disgusting business practices. I just found this out today: Since November 17 2022 I have been getting charged a late fee every single month. That means they have charged me a total of 10 months late fees for a sum of $250 dollars. My payments are on autopay, meaning YOUR EMPLOYEE BACK IN NOVEMBER HAD SET ME UP TO PAY SUPPOSEDLY ON TIME EVERY SINGLE MONTH. But as you can see this was a lie. I feel disgusted by your company. I don't even think I will be able to sleep today. Anyways, I was led to believe by your employee who set up this payment over the phone with me that my payment was scheduled perfectly fine. Review your call records. I better get my money back, at least as an adjustment to my loan. This is sickening how I blindly trusted y'all to place my payment on the correct time frame but instead you placed it specifically on a time frame where I would be late. I have the statements to prove it, and I hope you all have your "recorded calls" ready.

  

  Business response

  09/13/2023

  Re: Complaint #******** ******** ******
  
  Credit Union 1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  Ms. ****** ******** took out an auto loan with Credit Union 1 on January 13, 2022. Credit Union 1 loans do have a 10-day grace period before being charged a late fee. The first payment on the loan was due on March 7, 2022, the payment was received on March 18, 2022. The payment did incur a late fee. The late fee was reversed as a courtesy on March 21, 2022. Ms. ****** ******** had a loan payment returned in November 2022; this caused the November payment not to be fulfilled till December 5th. Since it was past the 10-day grace period there was a late fee. There was not a payment made to make up the November payment and has caused each consecutive month to be paid outside the grace period. With the payments made outside the 10-day grace period a late fee was accessed on each payment.
  
  Ms. ****** ********’s payments are coming from an outside source through ACH. Credit Union 1 does not show that Ms. ******** has set up an automatic payment through Credit Union 1. Ms. ****** ******** was provided with monthly statements and late notices for each late payment (2 notices monthly on the 10th and 20th day late). As a courtesy Credit Union 1 has refunded a total of seven late fees on the loan.
  
  
  Sincerely,
  
  
  Compliance Department

  Customer response

  09/13/2023

   I am rejecting this response because:
  I am wondering where the 7 late fees are credited I only see 3.
  
  

  

  Business response

  09/21/2023

  To whom it may concern:
  Credit Union 1 has refunded a total of 7 late fees charged to Ms. ****** ********’s loan. The first late fee was refunded on March 21, 2022, this refunded the fee from the payment made on March 18, 2022. The next late fees were refunded on March 7,2023. This refunded the fees from the payments made on January 4, 2023, February 2, 2023, and March 1, 2023. The final late fees refunded were on September 13, 2023, this refunded the fees from the payments paid on July 3, 2023, August 1, 2023, and September 5, 2023. Credit Union 1 has refunded these fees as a courtesy there will no more late fees refunded on Ms. ****** ********’s account. Ms. ****** ******** spoke to a Credit Union 1 representative and is aware that there will be no other late fees waived on her account.
  
  
  Sincerely,
  
  
  
  
  Compliance De

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My credit card was compromised back on 7/30/23. I received numerous calls & text messages from Credit Union 1 (formally ***** ******** ****** *****) to alert me of suspected fraud. I explained the situation & the credit union informed me that they were canceling the compromised credit card & would be reissuing another one that should arrive in 5-7 business days. I have waited & waited, called & called and I am going around in circles & still have not received a replacement. I called on 9/5/23 & was on the call with **** for over 30 minutes asking question after question & then the same questions over again. With all of the info I provided, **** told me that he could not find any info on me. I have been a member of **** for  over 44 years & utterly shocked at what I am now having to deal with since the takeover by CU1. ****, as well as the person that I spoke with several weeks ago, insured me that they would get the card expedited. I didn't feel confident in the way the call went with ****, so I tried again today hoping to get another person. I got *** - & it was the EXACT outcome as with ****, 22 mins on the call & *** is still asking questions. I have automatic drafts coming out of the card that is no longer active & keep getting emails requesting an updated card. This is going to affect my credit score as bills are not being processed due to no card being on file. I have tried repeatedly to get someone at the local branch to no avail. I urgently need to get this resolved but am running into roadblocks. I need assistance as soon as possible so that my accounts can be updated & I can get a card in my hand. I have a $900 plus credit on the account and can't use it without the card.

  

  Business response

  09/13/2023

   To whom it may concern:
  
  On 7/31/2032 Ms. ******** credit card was compromised. Credit Union 1’s fraud department was in Contact with Ms. ****** to review the transaction and to block the card to stop any fraudulent transactions from being processed. A new card was ordered on 7/31/2023 for Ms. ******.
  
  Credit Union 1 was recently made aware of an issue where some credit card requests were not being processed by the company that issues our cards, and these requests were being backlogged. This issue was resolved on September 4th.  Their company has worked diligently to get all the cards processed. Ms. ******** card has been processed and was mailed on September 12, 2023.
  
  Credit Union 1 apologizes for the inconvenience this issue has caused.
  
  
  
  Sincerely,
  
  
  Compliance Department

  Customer response

  09/13/2023

  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. Yet still disappointing that it took over 6 weeks, several call and this complaint to BBB to get resolution

• Initial Complaint

  08/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited your office in Evergreen in June or July to apply for a loan. I applied and 1 day later the young lady called me back to say I didn't qualify for an unsecure loan but could apply using my home as collateral. I've been calling that office and leaving messages for a week. I wanted to let her know that I was interested in the HELOC. I called a different number and spoke with *****, I asked ***** to look up my info and to make sure she didn't have to run my credit again. apparently she didn't and pulled my credit on 8/16/23 only to call me on 8/17/23 to say I have a BK and she can't approved the loan. ***** didn't follow up with the rep from the first application nor did she review my docs to see that I checked off chapter 13. There was negligence on ***** behalf for not following up with the rep at 94th ****** and she could have called me to ask how for the BK discharged date. Please wipe that request from my credit and find out why Evergreen don't answer their phones.

  

  Business response

  08/24/2023

  Re: Complaint #******** ***** ***** 
  
  To whom it may concern: 
  Please accept this letter as our response to the above-listed complaint. 
  
  
  CU1 values its commitment to top quality service, so it is disappointing to hear of cases where our consumers are not happy with the service they have received.
  
  

  Credit Union 1(CU1) has reviewed the loan applications placed by Ms. *****. On 7/14/2023 Ms. ***** placed an application for an unsecured personal loan with our ********* **** staff and a credit report was requested. Upon denial of that application, Ms. ***** was presented with different options that may work better for her than an unsecured loan. On 08/15/2023 Ms. ***** choose to try one of the options that was presented to her and applied for a HELOC (Home Equity Line of Credit) over the phone with our Mortgage Sales team. CU1 uses different application systems for consumer loans (personal and auto loans) and real estate (HELOC and Mortgage).  The Mortgage Sales employee assisting with the HELOC application advised Ms. ***** of the need for the 2nd credit request and received a verbal authorization from Ms. ***** for the second report. Since both credit inquiries were the result of member application, CU1 had permissible purpose for each.  

  Sincerely,
  ******** ********
  Compliance Specialist

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2023, someone with the Credit Union change my account to charge-off but it was current. My limit was changed from $8000 to $0 and removed from my online profile. I paid the balance due each month. My account was current. I have called and visited the bank. I was told it was an administrative error but no one has resolved it yet. Please help.

  

  Business response

  08/16/2023

  Re: Complaint #******** ********* ****
  
   To whom it may concern:
  
  Credit Union 1 would like to apologize for the incorrect negative reporting of Ms. ****** account as a charged-off debt. Once Ms. **** notified us of the error, we immediately began correcting the error with ******, our credit card processor. This was completed on August 14, 2023. The member’s Visa is corrected and shows the correct balance and limit in the **** system. This restored online access for Ms. **** to access her account online. Credit Union 1 has also corrected the credit reporting to the three credit bureaus—********* ******** *** **********.
  
  Credit Union 1 spoke with Ms. **** on August 15th to confirm that she can access her **** online and she was able to do so. Ms. **** will verify that her credit has been corrected through www.annualcreditreport.com. Once she has confirmed her reporting is corrected, she feels that this matter has been resolved. Credit Union 1 does apologize for the any inconvenience that our error has caused Ms. ****. Credit Union 1 considers this complaint closed.
  
  
  
  Sincerely,
  
  
  ******* ********
  Compliance Analyst 

  Customer response

  08/18/2023

   I am rejecting this response because:
  
  The recent bill statement on my account  is incorrect.  It shows a 0 credit limit and that I charged $6106.95. This is not true.  

  Customer response

  08/18/2023

  I wanted proof that my credit profile with all three companies was corrected but was told I had to get it by CreditUnionOne. Since I did not cause this, I believe Credit Union One should provide this proof.

  

  Business response

  08/22/2023

  ****** ******** ****** ********** ********** **** * ********** ** ******* ** *****
  
  Re: Complaint #******** ********* ****
  
  To whom it may concern:
  
  On August 21, 2023, Credit Union 1’s Account Operations Manager spoke with Ms. **** regarding her **** statement from August 10. This statement was processed before the corrections were completed on Ms. ****** account. Her September statement will show that the corrections have been processed and everything is showing correctly on her account. Ms. **** was satisfied with this answer. Credit Union 1 considers this complaint closed.
  
  
  
  Sincerely,
  
  

  Compliance Department

  

  Business response

  08/22/2023

  Re: Complaint #******** ********* ****
  
  To whom it may concern:
  
  Credit Union 1 has taken every step necessary to correct the unfortunate error that happened on Ms. ****** **** account. This includes correcting her credit reporting to the three major bureaus. On August 2, 2023, Credit Union 1 submitted a correction to Ms. ****** credit report. Credit Union 1 did verify on August 8, 2023, that the correction was completed with ********. Since Credit Union 1 reports directly to ******** we can verify the update was successful, and this has been shared with Ms. ****. However, CU1 does not have similar access to verify credit correction with ********** or *******.  To verify that the update was successful for ********** and *******, Ms. **** will have to personally access her own credit reports. One way this can be done is through ************************** . CU1 is not legally able to pull Ms. ****** credit to make a verification on her behalf, other than through a mortgage application.  We again apologize for the unfortunate error, and feel we have sufficiently corrected the error, but we cannot provide any further documentation of correction other than to refer the member to a service to receive and review her own credit file.
  
  
  Sincerely,
  
  Compliance Department

  Customer response

  08/25/2023

   I am rejecting this response because:
  
  I need a copy of the ********** report the company has reflecting the correction. 

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