ComplaintsforElectro Savings Credit Union

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a CPA exam fee on 5/19/23 using my electro debit card to the the ******** *********** ** ***** ***** ** ************ And have been getting the run around with receiving my transcripts despite receiving emails confirming that they’ve been received. The delay was sited to be due the typhoon is Guam. My issue with electro is the rep advised me that they couldn’t assist me with a dispute of my funds due to being outside of 60 days i think explained that I spent 7/1 through 7/24 in the icu following a brain bleed that caused a stroke and asked if this issue could be escalated to a manager. The manager told me I had ample time to submit a dispute despite me telling her my situation. Very inconsiderate we have multiple business with them. She even told me that the prev rep issued was supposed to give me info on a visa dispute which they did not provide making this process even more difficult for me to follow. I can’t walk or use my left side and my memory is severely affected i sleep most of the day making it hard to keep up with all this misinformation

  

  Business response

  08/18/2023

  Dear *** *******

  We apologize for your unpleasant experience. We received your completed dispute paperwork that our phone agent provided you. After speaking with you to gather further information on your claim, ***** ******, our Card Services Manager, submitted a dispute to Visa on your behalf on Wednesday, 08/16. We confirmed that the merchant credited your funds to your account on 08/17. Contact Julie directly if you need further assistance. 

  We acknowledge the missteps in our communications with you and will work with our employees to correct these communication lapses in the future. Thank you for your patience and for bringing this to our attention.

  Please accept our support as you progress through your recovery.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The credit union won't answer phone personally. They've created a labyrinth. I can't access my account. All extensions go to voicemail. This is an ongoing problem.

  

  Business response

  07/06/2023

  Dear Mr. *****,

  We apologize that your recent experience did not meet your expectation. Our team does its very best to answer members’ calls as they come in, giving each member the time they need to complete the reason for their call. Because there are times with heavier call volume, we acknowledge that we cannot have a live person answer every call. Sometimes, a member is given the option to leave a voice message or send us a text or email, to which we return communications as quickly as possible. As we know the member’s call is important, we strive to return communications within hours. However, based on volume, sometimes it is within one business day or less.

  On Monday, July 2, you left a message directly with *******, our Lead Member Care Representative, requesting to speak to her supervisor. *****, our Branch Manager, returned your call within one hour and provided you with the information you requested.

  Electro is proud of the service our employees provide our members, as this is evident in our higher-than-industry average member service rating. Our employees treat all members with respect, and we, in turn, expect members to treat our employees likewise. Respectfully, we request that you refrain from using inappropriate language with our employees. We do not expect our employees to accept abusive behavior toward them from members. Our employees have the authority to end a member interaction if they feel they are being verbally abused or are made to feel uncomfortable.

  We value your membership and hope to continue interacting with you in a timely and respectful manner.

  Customer response

  07/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  They know why
  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello. My name is ***************************. I have *******ed Electro Savings MULTIPLE TIMES. I have given my social security number to numerous staff members and no one can seem to find me in the system. I was the cosigner on an auto loan. I was the ONLY one paying off the loan while I COULD. I had a very rough medical patch in my life and didnt work for almost two years. I was very respectful and communicated with the credit union as I should have been doing. They were looking for the actual signer of the vehicle and couldnt locate the individual. I told them I wasnt in the right place financially to pay off the car at the point in my life. I checked my credit and sure enough it was a charge off - just like any collection I should have the right to negotiate with the collector to reduce the price and settle this situation. I have been unsuccessful with reaching anyone. No one can seem to pull me up in the system. It is like I never existed. If you cant pull me up in the system then why put a charge off on my credit? I would like to pay up to $2000 to settle and have this removed off my credit. I would like to be *******ed as soon as possible about this matter. I have never been late paying anything and I sure enough did not deserve a charge off without further discussions. Please have the branch president ******* me in regards to this matter. Thank you.

  

  Business response

  03/20/2023

  Dear ********,
  
  We responded to several emails you sent us directly with the information. To protect your privacy,please follow the instructions provided in these emails. We cannot respond with details regarding your request on a public forum such as BBB.
  

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached to my credit union asked for help def faring my loans for 3 of my cars. They did help me out i was struggling due to Covid also my daughter has been in & out the hospital. I was told during the process my accounts would not report late to my credit as I explained this was very important to me. The nice lady helping me when on vacation & the paperwork wasn't completed until she returned. However did call & leave messages & didn't receive a callback. However all 3 cars went 30days late on my credit & made our position even worse. I emailed the rep I was speaking with & was told the paperwork wasn't completed in time. I wasn't told a dead line or he accounts would go on my credit if the paperwork wasn't completed by a certain date. I was told it wouldn't report during the process. However I am requesting the late payments removed. I am also showing even after the deferment a issue. I'm paid one of the car notes $230 fr December but the amount is still showing late for 10/14/22 when this one should actually be current , I also need that correct as I sent a message about this also and was told they would be getting the department veto correct it. Still showing the same information payment was received 11/15/22 should only be due for December, this will be reporting late again soon.

  

  Business response

  12/06/2022

  Dear Ms. *******

  
  We sincerely apologize for the error on our part. *********, our Assistant Vice President of Lending, has spoken with you and explained how we will work with you to correct the negative marks on your credit for these three specific loans. Please continue to stay in contact with ********* when she contacts you.

  Sincerely,

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

• Initial Complaint

  07/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been making payments monthly to electro credit union. I got a loan to repair my roof in 2019, I also got a visa credit card, there was another loan around $500, I paid that off almost a year or two ago. Every time I make payment(s), it doesn’t seem to show on my account. That I’ve made a payment. This is not the first time. Sometimes it shows, and sometimes it doesn’t show at all. The money is taken out of my account, but yet my balance on my Electro savings accounts remain the same. I keep making payments nothing is changing, it is too frustrating. Some times when they are please, they show that payment is made or payment was made, and sometimes, nothing. I was afraid to say anything as I used to work for them, they discriminated against me, I complained, they fired me. So for this reason, I’m afraid to say anything to them concerning my accounts. This is very serious. If this is not resolved, I’m going to court.

  

  Business response

  07/12/2022

  Hello ******,

  We have reviewed your accounts in detail. Your monthly payments to your Closed-End Note and your Credit Card are being applied to your accounts’ principal, less interest charges. Your Closed-End Note’s running balances, and the payment amounts applied to principal and interest can be seen on your account statement. Your Credit Card’s running account balance, the payment amounts applied to principal and interest, and your current credit purchases can be seen on your credit card statement.

  Your most recent and past account and credit card statements are available under the MyEdocs tab within Electro’s online banking, which can be accessed from a desktop at ******************. Please let us know if you need assistance logging in; we will be happy to help.

  As the details of your loans, payment information, and account statements are confidential, we cannot submit your statements or discuss your loan details within this BBB response. However, if you would like us to send you paper copies of your most current account and credit card statements detailing this information, we are happy to mail your statements to the address on file for your accounts. Please let us know if you would like us to send these to you. You may call or text us at ###-###-#### or email us at *****************

  We are available via phone during business hours to review your accounts in detail with you. We are here to assist you with clarification on your loans, how payments are applied to principal and interest, and how to monitor your accounts’ balances. Please call us at ###-###-####, and ask for ********.

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

• Initial Complaint

  01/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attn: *** *******, President and CEO Electro Savings Credit Union; *********** ********* ****** ****** ******** ********* ****** ******** ******** ****** ******** ****** I have purchased and paid off my vehicle 2013, Nissan Rogue which was financed through Electro Savings Credit Union (****). I also separately applied for and received a credit card with **** which was separate from my auto loan. The vehicle was purchased and titled in the State of California. As of July, 2021 I have relocated back to Missouri with the vehicle. At this time, in July, 2021 I have began the process of transferring the vehicle and registering it here in Missouri. I have been in constant and direct communication with ******** ********, **** Member Advocacy Manager to have the title submitted to Missouri Department of Revenue, which they sent a faxed request to request title, and was told it was misplaced and unable to locate. Initially, ******** ******** stated that they do not have possession of the title and would need to order a duplicate title. I explained to her then that the vehicle’s registration tags will expire as of October, 2021; and at this time I was told by ******** ******** that they would put in an order for a duplicate title (knowing at this time that the title was in California) from California, as I told her that I was relocating back here to Missouri with the vehicle. She stated that it would be a couple of weeks before they would receive it. In August 2021, I contacted ******** via email to ask for an update/status of the title. I was told that it was not received by them as of yet. I continued to periodically check with her, I would say weekly via telephone or email. During this time, CA stated that **** can order and should order the title as they lost the initial one that was issued. ******** has been acting fraudulent and lying maliciously. The auto loan and credit card was separate and They have charged off the account,

  

  Business response

  01/31/2022

  Dear Ms. *** *****
  We acknowledge and apologize for the miscommunications in assisting you with transferring your vehicle's California title to Missouri. We are addressing the error on our part internally.

  
  Our Assistant Vice President, ********* ******, spoke with and emailed you last week to resolve and assist you with getting your vehicle's title transferred to Missouri. We have talked to the ********** ********** ** ******* and have confirmed the necessary steps to get this done. As Ms. ****** communicated to you, the paperwork is prepared and ready at our office. All it requires is your notarized signature. We have a notary in our office. As soon as we have your notarized signature, we will submit the paperwork to the CA DOR to expedite the transfer of your vehicle's title from California to Missouri. We will pay the titling fees associated with this transfer.

  
  We understand the inconvenience and expense of coming into our office to sign this paperwork, which is why we can have the paperwork at our Lafayette Center location, which is 4 miles from your home. As Ms. ****** communicated to you, we will pay for a round trip ride share service to pick you up at your home, bring you to our Lafayette Center office and return you to your home. We have not heard back from you on this offer. Please reply to Ms. ****** to arrange this transportation offer. The CA DOR requires your notarized signature to transfer the title to Missouri. Getting your notarized signature will resolve the issue of transferring your vehicle's title from California to Missouri so that you can register your vehicle in Missouri.

  
  As noted in your letter and this complaint, your vehicle's balance is paid. However, your credit card settlement balance is not, and your vehicle and credit card are cross-collateralized. Cross-collateralization is a term used when the collateral for one loan is used as collateral for another loan. When a person has multiple loans borrowed from the same lender, their loans' security and any funds on deposit with that lender are used as cross-collateral for all the loans. Cross-collateralization is very common, and you will find it used by most lenders.

  
  Due to your credit card settlement balance, which you acknowledged in your letter to us and included in this complaint, we cannot release our lien on your title. Please contact us in regards to this matter.

  
  In this response, we are only disclosing the information you previously publicly disclosed in your Better Business Bureau complaint. We encourage you to respond to Ms. ******’s communications privately, as we do not discuss or disclose private and personal financial information on public forums.

  Customer response

  02/02/2022

  Complaint: ********
  
  I am rejecting this response because:
  Sir/Madam:
  This message is in response to your response I received on January 31, 2022.  My Complaint ID:  ********. 
  In regards to ********* ******’s response, she has shared that she has been with **** for seven months and I feel she has not thoroughly investigated this issue; therefore, does not possess full knowledge with her statement that she provided.  While working with ******** ******** for the past eight months to resolve the missing title that **** is claiming not to have possession of; the State of California has stated that they submitted this title to **** as they do with all lien holders.  I do not trust **** to properly request the title as I have visited their office in July/August of 2021 and signed the same paperwork they are proposing now; and they notarized my paperwork  at  that time and sent it to the State of Missouri (instead of California where I was living when **** financed the vehicle) despite the  conversation I had with ******** ******** that I am requesting the title to transfer to Missouri from California.  I understood then and I understand now that they are more interested in obtaining funds for an overdue balance (which I believe was charged off) that I had with them which is the reason I was instructed by ******** ******** to deposit $800.00 settlement amount into my savings account and she would “take care of it”, which I am learning now was not accurate either. The further this goes on it seems as though **** is becoming more and more misleading with this situation; as of now this amount has tremendously increased.  With ********* ****** stating/admitting that ******** ******** has made some misstatements while representing ****, I am inclined to believe very little of what I have been told and lead to believe, even by her.  I complied with ******** ********’s directions throughout.  Just to resolve this matter, the State of California Department of Motor Vehicles Headquarters has received notarized forms from me REG. 227 and REG. 256; within REG. 256 I have requested to have the duplicate title sent to lien holder’s address at:  **** *** *****; St. Louis, MO 63146 with the hopes that **** will submit the title to the Department of Licensing/Revenue located in Ballwin, Missouri so I may properly register my vehicle that is paid off with **** in the State of Missouri; or better yet, sign off as lien holder, accept the previously settlement agreed amount of $800.00, funds that are still in my savings account at **** and surrender the title to me.  BBB, would you please assist me with this resolution as this is now obviously malicious business practice.
  
  
  Sincerely,
  ****** ********
  

  

  Business response

  02/07/2022

  Dear Ms. *** *****,

  We again acknowledge and apologize for the initial miscommunications in assisting you with transferring your vehicle's California title to Missouri. We are addressing the error internally. We assure you that ********* ******, our AVP of Lending, has thoroughly investigated the situation and is accurate in her offers to assist you with the California Department of Revenue.

  In your previous BBB response, you communicated that you moved forward with submitting the paperwork to CA DOR to send the title to us, so we will not do this on your behalf unless we hear otherwise from you. We will let you know when we receive the title and have expedited it to Missouri for transfer.

  We again encourage you to communicate with us privately regarding our lien release as we do not disclose personal financial information on public forums. Please return ********* ******’s efforts to communicate. She can be reached at ************ *** **** or ****************.   

  Sincerely,
  Electro Savings Credit Union

• Initial Complaint

  11/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May of 2021 I purchased a vehicle and Electro Savings took the loan. Upon signing proof of my insurance was provided as this has to be done before leaving the car lot. After my first payment I recieve a letter stating they dont have proof of insurance so I had my agent send it over. Another month goes by and yet another letter comes in stating the same thing that they still dont have proof of my insurance. My agent yet again sends over whats needed. Another month goes by and it happens a 3rd time. He sends it over to them again. A few weeks go by and I get a letter stating forced insurance was being placed on my account cause they still dont have proof. Now my agent has every email that was sent to both electro and allied solutions who handles the insurance part. I have made every payment on time and because of this added insurance they put my account as past due and hit my credit report November 2, 2021 dropping my score 60 points and ruining my perfect car payment history. The people at this bank are rude and act like everything is the customers fault. They have a review on their google site with another person who went through the same thing yet want to yell at people and claim its not their problem. I have been a good customer until this point and I make my payments like I promised in the contract. I am a federal employee who works very hard to earn the things I have and I will not allow them to take my truck away cause of their screw up. It needs to be fixed immediately!

  

  Business response

  11/10/2021

  We have spoken with ***** ******* to acknowledge a processing error with our forced place insurance provider. He did provide proof of insurance on his vehicle, and it was not properly verified, resulting in forced placed insurance on his loan and negative reporting on his credit. On November 9, 2021, we reported to E-Oscar, a credit reporting company, instructions to remove the negative mark of 30-59 days delinquent for September 2021. We received confirmation of the corrective submission from the company. We have provided Mr. ******* with the attached letter confirming this action.

*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. ↩