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:01/24/2025

  Type:Billing 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 had scam on my credit card I have with Tower FCU for $199.00 and Tower refuse to give my money back on any of this after I had been scam Merchant Never gave me a Receipt or service for what I paid for. I just want my credit card to be refunded been close to a month and nothing no response . A *********** for Insurance License material. I cant get a hold of the company and they do not have a email.

  Business Response

  Date: 01/30/2025

  January 29, 2025            

  Better Business Bureau                                                                                                                                                                                                                                                        *************, 10th Floor                                                                                                                                                                                                                                        **********, ** 20005-3404

  Re:   Complaint ID # ********

  Dear Better Business Bureau: 
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated that he believes he is the victim of a scam and never received the product (insurance license) he paid for and has been unable to contact the merchant for a refund.  Our Member has requested that Tower reimburse him for $199 that he charged to the credit card.
  
  As always, we appreciate our Members business, and our Team reviewed our Members concern.  Upon review, our Team noted that the investigation is ongoing and that additional documents were requested from our Member but have not yet been received as of the date of this letter. 
  
  Our Team also successfully contacted the merchant associated with our Members purchase, who confirmed that our Member purchased the services requested.  In discussing this with our Member this week, our Member wishes to cancel his service with this merchant.  As such, we recommend our Member contact the merchant directly to request his refund of services.  Our Team has provided our Member the contact information ************* / ********************** of the merchant as further assistance. 
  
  Thank you again for the opportunity to respond.
  
  Tower FCU  

• Initial Complaint

  Date:01/12/2025

  Type:Order 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 have an auto loan with this company. I had adequate insurance on the vehicle, per our contract, until November 22, then downgraded my insurance because I was going to be traveling for two months. I received a notice by mail stating my insurance was insufficient. I called on December 11 to ask when I needed to rectify the situation with adequate insurance, and Tower's agent could not give me a date. I told her I was on my honeymoon in **** and could not receive mail, so I needed notices digitally. I received a 'final notice' that I needed new insurance, in the mail, a week later on December 18 and another 'final notice' was mailed December 24. I only learned this after sending a friend to my house to check my mail, while still in ****. I called on January 7th and 8th and spoke to unhelpful customer service representatives; to make these calls I woke up very early and stay up very late, in order to call within their 9am-5pm EST availability window. The letter I received on Dec 18 stated I had 10 days from the date on the letter to show proof of new insurance or they would bill me for insurance (provided by a third party) back to 11/20. The other 'final notice' letter, dated Dec 24, gave me 10 calendar days or I would be billed for insurance back to September 1, which makes absolutely no sense, considering they acknowledged my adequate insurance that lasted until November 22. I finally got a ********************************** Office' employee, ***** ******* to correspond via email. She has been rude and unhelpful, dismissive and lacking empathy regarding my situation and concerns over the fairness of the companys treatment of me. I showed proof of adequate insurance through 11/22, and asked for a fair resolution: to be billed only back to 11/22 by the third-party insurance company and then I would also pay off the loan. Her response was that it was sent to the "vendor for review and [she would let me know] IF a refund can be granted. Please allow time for review.

  Business Response

  Date: 01/27/2025

  January 24, 2025

  Better Business Bureau                                                                                                                                                                                                                                                              *************, 10th Floor                                                                                                                                                                                                                                            **********, ** 20005-3404

  Re:   Complaint ID #********

  Dear Better Business Bureau:
  

  We recently received a complaint from your office and appreciate the opportunity to respond. In the complaint, our Member indicated difficulty in receiving a billing adjustment related to their auto-loan insurance.  Our Team has reviewed the concern and is pleased to report that our Member has received the requested billing adjustment to their account and has since paid off the loan.
  

  We appreciate our Members business and thank you again for the opportunity to respond.
  

  Tower FCU Servicing Team

• Initial Complaint

  Date:11/10/2024

  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.

  I have changed my home and cell phone numbers. My phone numbers have changed to: Home ************** and Cell ************** The following phone numbers are no longer valid removed from my account: ************** and ************** I requested this change over 8 months ago but yet no one there has done their job. I need to file a complaint because now I am unable to login. I can't even access my money. and if this is not corrected I will be leaving your Credit union. *** is going on?Member Number: ******

  Business Response

  Date: 11/20/2024

  November 20, 2024
  

  Better Business Bureau                                                                                                                                                                                                                                                        *************, 10th Floor                                                                                                                                                                                                                                        ************** 20005-3404
  

  Re:   Complaint ID ********
  

  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member expressed concern in updating their contact numbers with Tower.
  
  We appreciate our Members business, and our Team reached out to our Member to discuss their concern and are pleased to report that our Member has updated their phone numbers.  As always, our dedicated Team is here to help should our Member have any additional questions. 
  
  Thank you again for the opportunity to respond.
  
  Tower FCU

• Initial Complaint

  Date:08/31/2024

  Type:Billing 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.

  Be Cautious When Dealing with Tower Federal Credit Union I've encountered issues with Tower Federal Credit Union regarding my car loan. My payment is set to be drafted on the 11th of each month, with an additional large principal-only payment made on the same day. However, last month they deducted both my regular monthly payment and my principal-only payment from my bank account. Strangely, while my regular payment wasn't charged interest, the larger principal paymentthree times the usual amountwas charged interest.When I set up my loan, I confirmed with a loan representative that my regular payment would be drafted on the 11th and any extra payments made on the same day would be applied to the principal only. It's confusing and concerning that the larger amount was charged interest while the regular payment was not.

  Business Response

  Date: 09/23/2024

  September 23, 2024

  Better Business Bureau                                                                                                                                                                                                                                                        ************, 10th Floor                                                                                                                                                                                                                                        ************** 20005-3404
  

  Re:   Complaint ID #********
  

  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member expressed concern on how interest was being applied on their loan.
  
  We appreciate our Members business, and our Team reached out to our Member to discuss any concerns and assisted our Member in fine tuning automatic payments per their request. For purposes of our Members account privacy, we are unable to provide specific details regarding our Members account but can verify that interest is being applied to our Members account correctly and in accordance with the loan documentation.  As always, our dedicated Team is here to help should our Member have any additional questions. 
  
  Thank you again for the opportunity to respond.
  
  Tower Loan Servicing Team 

• Initial Complaint

  Date:08/22/2024

  Type:Billing 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.

  In Late July 2024, I began an application for a HELOC. After providing my credit score, report, an AVM and all the initially requested information, I was seemingly on track for approval for the loan. One of my previous addresses which I had not lived at for over 8 years, was still on my credit report. In July I had answered the question they asking occupancy and ownership status:"3) I owned from 2009 until 2016. I have no ownership interest now and since then. I rented from 2016 to early 2020. I have never owned it and it was our previous residence."Then on August 8th, they asked me for a few more items in writing including specifically:"Email stating that previous address was transferred vis deed in lieu."The history of this was despite the email I had sent, they pressed the issue verbally and I told them verbally it had been disposed deed-in-lieu due to a divorce and essentially a decree by the court to sell it as soon as possible. The history I didn't disclose which is also in the court record was that the divorce began after I had fled to a shelter with my children due to abuse. It was a horrible chapter in my life, which ended with what I would discover is a brutal adverse financial record that in this case can follow you for life.. regardless of circumstances. This information had finally dropped off my credit report and **** only discovered it by continuing to probe longer than the **** limits and forcing me to self-disclose or potentially risk committing mortgage-fraud by not providing a truthful answer. Once I disclosed, a supervisor had me confirm it and informed me they will not proceed by policy if there is -ever- a deed-in-lieu regardless of time/circumstances.I'm not a lawyer, and I cannot state if this is entirely legal (re FCRA etc)But from a moral standpoint. It's just wrong and I am and was not a materially bad credit risk.Indefinite punishment is wrong.I did get a loan elsewhere w/ less attractive terms.

  Business Response

  Date: 09/13/2024

  September 13, 2024

  Better Business Bureau                                                                                                                                                                                                                                                                             *************, 10th Floor                                                                                                                                                                                                                                                           ************** 20005-3404
  

  Re:  Complaint ID #********
  

  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member expressed a concern in regard to their recent loan application.
  
  First, we appreciate our Members business and their Membership.
  
  Per our process for reviewing our Members HELOC real estate loan application, our Member was asked for information regarding the ownership and occupancy status of an additional property that appeared on the credit report.  As noted in the complaint, our Member disclosed information relating to a former property that would not allow our Team to make a loan offer at this time in accordance with Towers HELOC product guidelines.  As requested, our Team contacted our Member to discuss and answer any questions they have.
  
  We welcome our Member to apply again in the future, including consideration of other mortgage products that Tower offers.  Our dedicated Team is here to help should our Member have any additional questions.
  
  Tower *********** Lending Team

  Customer Answer

  Date: 09/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22178623
  
  I am rejecting this response because:
  Firstly Tower in their public response deliberately did not attempt to acknowledge the fact that they solicited data that was not on the credit report because of **** time bars, but instead used non-time barred data (previous addresses) which is simply not intended to be used by lenders to circumvent ways to force disclosure of time-barred records and force me in the situation of either committing mortgage-fraud or disclosing the time-barred derogatory data 'voluntarily'.

  They did contact me but clearly just to 'tick a box'  and completely disingenuously as they were not interested in any commitment to even review and explain why they ban people for life from HELOCs for having -ever- had a derogatory deed-in-lieu regardless of the reason. I thus remain banned -for my entire lifetime- from obtaining a HELOC at **** despite very good credit and a spotless credit history over the past 8 years because I can never ever qualify because of this quite frankly offensive and crazy policy that has no basis in actuarial risk assessment. One action the responder did do was to exclaim some surprise at the policy and complete intransigence in even considering circumstances of this time-barred derogatory. But let's be under no illusions that they really cared, and do not currently intend to either acknowledge the immorality of their policy and the personal wrong against myself.

  In all likelihood, it's probably folly on my part to try and seek any legal redress here (for example pursing legal angles under the **** and other Federal laws that apply) but there is a very human angle here and a concept of 'doing the right thing'. I'm sorry that on that question Tower appear to be very willing to fall short. 
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 09/24/2024

  I should have added in my rejection, that I have sought to have the policy not merely disclosed but explained and justified as to why discriminating against and banning people who have ever had a DIL is justified without even seeking the circumstances. This policy complaint is bigger than my individual situation and is speaking to a specific business practice which is brutally discriminatory and  just without any logical justification. I have sought at least a review and a fairer approach such as time-limiting the effect, considering the circumstances and even considering different criterion depending on the LTV. 

  It is already typical of mortgage-resellers such as ****** *** and ******* Mac to have 2 year, 4 year and 7 year guidelines within mortgage products related to deed-in-lieus. Similarly FHA have 3 and 7 year guidelines as well. None of these have 'lifetime' penalties and this is not only because of legal issues but because the risk assessment does not justify this. 

  Tower have -not- been willing to answer this and respectfully, they are only willing to answer 'questions' in as far as giving predefined **** answers disclosing policy but in no ways attempting to explain, justify or accept a reasonable challenge to it.

  That is what I would like the BBB to succeed in helping me achieve to close this.

  Kind Regards,

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

  Customer Answer

  Date: 09/26/2024

  Thankyou,

     But respectfully, the business did not attempt to explain the policy, did not dispute my complaint and did not attempt in any way to actually address the complaint, they just 'responded to me' so they can state they did 'respond' so I think the BBB closing position is inaccurate as the business did respond but was not willing to explain the policy or in any way address the complaint? So isn't your description of the closing situation inaccurate? I feel that the business in this situation is being afforded a much more generous picture of their actual actions in the complaint versus reality here. I have been given/have no avenue either by the Institution or BBB to follow-up with the institution further, so respectfully I believe the BBB is just helping the institution here to quietly 'kill the complaint' without fair explanation?

• Initial Complaint

  Date:08/12/2024

  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.

  I Opened an account with ********************** on 4/3/24 for a refinancing of an auto loan. Within the first 2 weeks of being with Tower I had called multiple times due to a miscommunication between Tower and Autopay about when the loan payment would be taken out. During which time they said "We don't do one-time payment changes. Tower failed to call me back on several occasions and did not meet a resolution. I left tower in May and paid the loan off with SFCU on 5/22/24. At which time they tried to charge me $50.37 additional for "Interest". I requested a Lien Release and my refund for ************** The ************* took until 8/5/24 (It was expedited) which is over 12 weeks. The Lien release was said to take 2-4 weeks confirmed on the phone by the representative when I called about the "Interest". Finally, today 8/12/24 I was informed that there was an "Error". So now I am stuck again with my car until Tower decides to release the Lien on my vehicle. Today when calling I asked to speak to a supervisor about this and was told she'd call me back. When questioning this I was told "She's not that type of person she will call you back" I called the afterhours service department where I was informed it's in the notes for tomorrow now to call me. Tower now has held my car title for 12 weeks. I am requesting 2 months paid of interest on my new auto loan due to not being able to trade the vehicle in and tower yet again not returning phone calls, causing errors on my account and not informing me. The interest is $242.02 for each of the last two months totaling $484.04. If Tower fails to refund me for their mistakes and remove the hard inquiry completely from my account, my lawyer will be taking them to court due to the negligence on their end. All calls have been recorded on their end and they can look it up to see the numerous lies and failed follow-ups on their end. The Lawyer if not handled will be charging mileage interest as well as depreciation on the vehicle.

  Business Response

  Date: 09/04/2024

  September 4, 2024

  Better Business Bureau                                                                                                                                                                                                                                                        *************, 10th Floor                                                                                                                                                                                                                                          **********, ** 20005-3404
  

  Re:  Complaint ID #********
  

  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member indicated concerns over the release of a lien and a refund. 
  
  Please note that our Team has been in contact with our Member, and we believe that the complaint and the resolution crossed in the mail as the lien was released on 08/13/2024.  On 08/14/2024, Tower issued an interest refund to our Member which we believe serves as final resolution to the concern. 
  
  As always,our dedicated Team is here to help should there be any additional questions.
  
  Tower Servicing Team

• Initial Complaint

  Date:07/16/2024

  Type:Sales and Advertising 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.

  To cut to the chase, by Colorado law, I am owed a car title. For context, my father who had a loan with Tower for his vehicle, passed away last April. Due to unforeseen circumstances, his account with ********************** had gone to collections and even though my family and I had communicated to Tower about the event of his death, Tower still sent people to repossess his vehicle. After the first occurrence, they apologized and said that shouldn't have happened given the situation, however proceeded to send people to repossess his car once again just weeks later. My family and I ended being able to sell his car so we could take the proceeds and apply to his loan and therefore could obtain the title and transfer to the buyer. This is where the situation has gotten worse. My family and I have been "working" with ******** to obtain this title and she has been nothing short of ineffective at helping us. She lied and stated that she could only have the title sent to the address on my dads file which would have been pointless as he obviously does not live there anymore, nor does anyone we know or are related to. Even after we provided a notarized affidavit that indicates a collection of personal property, she continued to tell us that she couldn't send us the title. This alone was unlawful. She finally said that in order to do this, I needed to send a copy of my drivers license, a copy of my birth certificated and the original, notarized affidavit. I paid a steep fee to have this overnighted to her so that she could then expedite the title to us and we could transfer to the buyer of the car who has been more than patient with us. Not only did she not confirm receipt of the documents like she said she would, she ignored my follow up emails and phone call and was nasty to my family members who have tried to reason with her. I still have not received the title to my dads car which is owed to me. During a difficult of time of grief, Tower has not been helpful and in fact has made it worse.

  Business Response

  Date: 08/02/2024

  August 2, 2024

  
  Better Business Bureau                                                                                                                                                                                                                                               *************, 10th Floor                                                                                                                                                                                                                              **********, ** 20005-3404

  
  Re:   Complaint ID #********

  
  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  Our Members family has requested a loan document be sent for a recently paid off loan with Tower, as our Member has recently passed away.
  
  First, our Team expresses our sincere condolences to our Members family.  In response to the complaint, our Team reviewed our records which indicated that the document had been sent by overnight mail to the family member.  Our Manager also followed up with a call to the family Member, to answer any questions, and the family member confirmed receipt of the requested document which we believe serves as a resolution to the complaint.
  
  Thank you again for the opportunity to respond, and our Team is here to help should there be any further questions from the family.
  
  Sincere Regards,
  
  Tower Federal Credit Union

• Initial Complaint

  Date:05/23/2024

  Type:Billing 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.

  ******* (***) advised me that what they see on their screen is different from what we see on our online banking screen. ******* proceeded to say on May 18th I had $18.in my checking account so on May 20th after I transferred $1500.in my checking account prior to paying my Capitol One bill of $1012.77, it was returned due to insufficient funds but my screen did not show that but theirs did. My payment was made on the 20th.but the *** kept referring to the 18th. Please explain what TFCU did with my money and someone needs to start investigating them.

  Business Response

  Date: 05/31/2024

  May 31,2024
  
  Better Business Bureau                                                                                                                                                                                                                                                ******************************** Floor                                                                                                                                                                                                                               **********, ** 20005-3404
  

  Re:   Complaint ID # ********
  

  Dear Better Business Bureau:
  
  We recently received a complaint from your office and appreciate the opportunity to respond.  In the complaint, a Member of Tower indicated they had questions regarding the balance on their account.
  
  First, we appreciate our Members business and the opportunity to respond to our Members concern.  For reasons of our Members privacy, we cannot provide account level details in this response. Our Team did contact our Member on May 29th to answer any questions our Member may have.  Our Team was pleased to be able to help and noted that our Member said they appreciated our call. 
  
  Thank you again for the opportunity to respond.  Our dedicated Team is here as always should our Member have any additional questions.
  
  Sincere Regards,
  
  ***************************, NCCO
  Compliance Officer

• Initial Complaint

  Date:09/14/2023

  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 opened a checking and savings account on July 20th. To receive a promotion for $300. The employee didn’t explain the criteria to receive the $300.00. I made ACH deposits for $200; $400, $400. I called their call center September 8th and was informed it needed to be one ACH deposit for $1000 or more. I then spoke with the branch manager and the regional manager. I received a call from the regional manager Thursday September 14th after 2pm and he informed me I had until Monday September 18th make the ACH deposit of $1000. In order to receive the $300. I would like to at least have had until September 22nd This was unfair to me to be given no time since it wasn’t communicated to me. I would like to have this situation resolved. My sixty days of opening the account is September 20th. As a courtesy and good customer service I should have been at least been given an extension until September 22nd and not two business days. I haven’t been provided good customer service from this credit union.

  Business Response

  Date: 09/28/2023

  September 28, 2023
  

  Better Business Bureau

  1411 K St. NW, 10th Floor

  Washington, DC 20005-3404
  

  Re:   Complaint ID #********
  

  Dear Better Business Bureau:
  

  We recently received a Member complaint from your office and appreciate the opportunity to respond.  In the complaint, our Member requested an extension to make a deposit to qualify for a promotion by Tower.
  

  First, we sincerely appreciate our Members business. In speaking with our Team, I am pleased to report that our Member received the extension. Per the promotion, our Member will receive the bonus within 60 days of the date of the deposit.  This is good news, and our dedicated Team is here to help should there be any additional questions.
  

  Sincere Regards,
  

  ***************************,NCCO

  Compliance Officer

  Customer Answer

  Date: 10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: i.shouldnt have to wait an additional sixty days to receive the promotion offer.  Due to the lack of communication by their employees.  The original deposits were made in August.  I would like to receive the promotion offer immediately.

  Regards,
  
  *********************************

• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid off a loan with tower last month and they’re trying to charge me an additional interest fee of $57 that I do not owe. I used the loan payoff amount they provided on my online account that clearly states payoff amount and wrote and mailed a check on 13 June in the amount of $34,682.11. They did not post the payment until 23 June and claimed I owed the $57 difference. I called on 23 June and tower said they didn’t have the check; however it was suddenly and mysteriously applied and processed that same day based on clearance at my regular bank. (Presumably because I called to check the status!) Long story short, tower sat on this check for several days and is trying to charge me the difference based on their word. They then proceeded to deduct the full $1,000 auto payment from bank, swept the $57, and deposited the remainder in my Tower savings account. Also, not appropriate. I called number plus times trying to get this resolved without success. In effort to resolve, I’ve recommended they go off of the postmark date to be fair to all, but they refused. They lingered in processing the check and are forcing me to pay for the difference and it isn’t right. At minimum, if not the full 10 days interest, I want at least seven days of the interest returned to me. And they can’t or won’t provide me with the daily rate or how they even reached that number either. Last call today, 14 July I was able to speak with a senior loan rep who also refused to return my money. Any help you can provide would be appreciated.

  Business Response

  Date: 07/24/2023

  July 24, 2023
  
  Better Business Bureau                                                                                                                                                                                                                                                                  1411 K St. NW, 10th Floor                                                                                                                                                                                                                                                    Washington, DC 20005-3404
  
  Re:  Complaint ID # ********
  
  Dear Better Business Bureau:
  
  We recently received a copy of a complaint from a Member, about their loan’s payoff, and appreciate the opportunity to respond.  In the complaint, our Member believes they are due a refund of interest accrued after mailing their loan’s payoff check.
  
  First, we appreciate our Member’s business and their Membership.  Our Team has confirmed that our Member’s payoff check was applied to the loan on the same day it was received from the Postal Service in accordance with our process.  As such, please note that any delays in the delivery of mail by the Postal Service resulting in additional days of interest would not be in the control of Tower.  Nevertheless, in appreciation of our Member’s business, our Team approved a one-time courtesy credit of the disputed overage amount of $57.00 (includes the accrued interest of $51.15 from the date of prior payment) which was deposited into our Member’s share account on July 20, 2023.  
  
  As always, our dedicated Team is here to help should there be any additional questions.
  Sincere Regards,    
  
  Tower Loan Servicing

  Customer Answer

  Date: 07/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 despite the remaining difference of opinion in transpiring of events that led to this complaint. Nonetheless, I appreciate the attempts towards resolution. 
  
  Regards,
  
  *****************************