ComplaintsforSt. Louis Community Credit Union

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have several car loans & loans through this bank. My jeep was totalled out, my insurance and gap paid my jeep off. Go to the bank today it still says i owe money on a car i dont have. Cant get ahold of no one about this issue. I have paid every payment on time!! This is un real! I paid what i should of.. paid insurance on this car and still dealing with it months later!

  

  Business response

  11/28/2023

  Thank you got bringing this matter to the attention of SLCCU. St. Louis Community Credit Union has contacted the member to discuss her complaint.  We’ve reached a mutual resolution that satisfies both the member and the credit union.  We consider this matter closed.

  Customer response

  11/29/2023

  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

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm a federal protected consumer and I have a right to privacy. St Louis community credit Union is violating by right by reporting transactions/ experiences to trans union to be furnished on my consumer report which is against federal law usc 1681 (a) without my permission

  

  Business response

  09/13/2023

  St. Louis Community Credit Union unsuccessfully attempted to reach M. **** and left a message on the phone number provided. We have not yet received return communication. St. Louis Community Credit union complies with the Fair Credit Reporting Act, referenced by Mr. ****, by accurately reporting loan payments to the credit reporting agencies. Payments that are 30 or more days delinquent are reported as late. We confirmed the payment history for his loan is reported correctly. We welcome open communication with the consumer to discuss this further.
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidentally on July 26 cashed out a **** *** account that went to a closed account held by stlccu which held a negative balance of 498. And some change. I called and the people over the phone told me I was owed 281 but when I made it into the office I was told I was owed less ($109.xx) because the fees that the credit union credited to my account were no longer credited because the money came into the account even tho the account was charged off for a different amount. The teller came back with an undisclosed amount of money that wasn’t counted out to me to confirm the amount, my receipt was wrigged and hand typed because she didn’t want the amount to read wrong and when I make it home I only have 29.xx in the envelope.I call customer service and confirm the amount was 109, So I completely feel duped out of $80 because the teller was incompetent. It literally took her 30 mins to give me a receipt. I initially stopped putting money in the account for these specific reasons.

  

  Business response

  08/14/2023

  Thank you for bringing this matter to the attention of SLCCU. Unfortunately, the incorrect amount was quoted to *** ***** when she called our Solution Center on 7/29. We have coached the representative to avoid that error in the future. On 7/31 when *** ***** came to our office she spoke with a Teller and the Assistant Manager who informed her of the correct amount and attempted to further explain the charge off amounts in writing. However, the receipt provided is our normal receipt and it states the correct amount of $109.52 as paid out to *** *****. After a thorough investigation, we believe the correct amount was provided.  Both the Teller and Assistant Manager attest that the cash was counted back to *** *****. The teller drawer has been counted to ensure there was no error as well as video footage showing *** ***** left the building with the envelope. Once the member takes possession of the cash SLCCU cannot be liable for any lost funds.
  

  Customer response

  08/16/2023

  The clerk never counted the money back out to me. Is there footage to show the clerk counted the money out?

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I refinanced my vehicle in 2016 with St.louis Community Credit Union and i purchased gap insurance with the refinance. The finance was for 72 months but due to some circumstances i was unable to payoff my vehicle within those 72 months. I continuously paid on that same active loan after the 72 months until my vehicle was stolen from my house. Even after my car was stolen i paid my past due loan balance. My vehicle was never recovered so my insurance totaled out my vehicle and paid the value of the vehicle, however St.louis community credit union is refusing to pay the gap insurance portion of my vehicle when I purchased gap insurance at the time of me refinancing my vehicle with them. I have valid documents reflecting my gap insurance policy purchase and I’ve called them multiple times and each representative has told me that my gap insurance was valid. The manager of the branch has told me that it expired but I was never told that my gap insurance expired, i have documents that does not reflect my gap insurance having an expiration date nor does it state in my contract that gap insurance expires after a certain time frame. I’m fraudulently being charged a balance that should have been settled with the gap insurance i bought from them.

  

  Business response

  08/10/2023

  Thank you for bringing this matter to the attention of SLCCU. After reviewing Ms. ****** loan we were able to reach out and thoroughly explain her agreement and why she was outside of her gap coverage. As of 08/04/23 we have come to mutual terms with Ms. ****** and was able to resolve her complaint. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a member of St. Louis community credit H333234393332303****7H (SLCCU) for over 10 years. My mother , a retired teacher was a member before me and used to take me banking with her when I was a little girl. On 6/26/23, I deposited and insurance refund check from a reputable insurance company into my (SLCCU) checking account via the *** at the Old Hallsferry Branch. On 6/27/23, I received notification via my credit H333234393332303****7H app that half the deposited funds will be available on 6/28/23. On 6/28/23 half the funds were available and I issued payment on my various bills. On 6/29/23, the deposited check was mysteriously reversed causing insufficient funds and without any notification to me. When I contacted the credit H333234393332303****7H, the rep said that the check had been reversed to a third-party for review because (SLCCU) wanted to ensure I did not try to deposit the check twice. I reassured them that I would never do such a thing and that I needed the money available as soon as possible because I did not have any income and was hungry. I questioned why my account told me that the deposited check had partially cleared and then when it reversed, the credit H333234393332303****7H placed full accountability on their third-party contractor. Why am I being penalized for a legitimate check that was deposited from a reputable insurance company when I have been a credit H333234393332303****7H member for over 10 years? I wouldnt have issued payment on my bills if the credit H333234393332303****7H had notified me that the funds would be available. On 7/323, the credit H333234393332303****7H reversed three of the insufficient fund fees, but in total there were six insufficient funds debits for $18 each, and I need all of the insufficient funds to be reversed. Im asking Saint Louis Community Credit Union to reverse the remaining three sufficient fees debits from 6/29/23 for a long time member in DESPERATE need of money for food and utilities. Thank you in advance for your ***** and consideration.????

  

  Business response

  07/10/2023

  Thank you for bringing this to the attention of *****. A representative from our team has spoken with *************** and after reviewing the details around this situation, the following was determined. The check in question was marked for mobile deposit, however it was deposited into an ***. The *** used to make the deposit is handled by a 3rd party processor who found the mobile deposit endorsement on the back of the check during validation. Therefore,a reversal was completed. SLCCU apologizes for any hardships this has created for **************** and has refunded the fees associated with the check reversal. We have spoken with our *************** team regarding *************** experience and are working to provide better guidance on explaining such processes. 

  Customer response

  07/10/2023

  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

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction Date: 03/01/2023 I disputed Mastercard/Debit charge for $139.79 implemented by St. Louis Community Credit Card Services for a fraudulent mail order purchase I did not make or received. I have attempted to resolve this issue with St. Louis Community Credit Union Mastercard Services without a satisfactory solution. The reference number is *********************** and the case number is *******************. I'm will provide all written correspondence from the Card Services and myself if needed.

  

  Business response

  05/26/2023

  Thank you for bringing this to the attention of SLCCU. We have reviewed Mr. ********'s account and merchant dispute. As of Tuesday, May 23rd, management spoke with Mr. ******** regarding his merchant dispute. We explained the dispute process and provided an update of his dispute status. As told to Mr. ********, we will follow up with him once the merchant dispute is resolved to explain the outcome.

  Customer response

  06/07/2023

  They are constantly working on it and nothing is getting resolved.  I just want it resolved - either give me my money back or not.  I am not going to bank with a bank that doesn't believe that I have been frauded.  I am going to pull my money out of this bank if it is not resolved.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  St. Louis Community Credit Union received a refund in the amount of $7,302.05 to an account that was for ***** ******* but the account number, social security number and name did not match. Instead the account number belonged to another bank client named ******* *******. The bank deposited the money into *******'s account instead of rejecting it and sending it back to ***** ******* *** *****. So, when ***** and myself, ***** ******, went into the bank we were greeted by the bank manager, ****** *****. After explaining to her what happened she agreed that the bank should have rejected the refund and sent it back to ***** ******* *** *****. She then contacted the finance manager that was in charge of the deposit. At that time the finance manager jokingly told us that ******* ******* had went on an extravagant shopping spree and there was nothing they could do about it. We would not receive the funds back. They refused to give us the number to the corporate office or any employee in a higher position to discuss this matter with. I would like the bank to refund the money to myself, ***** ****** and ***** *******.  

  We would like the contact information of the corporate office.  

  

  Business response

  05/08/2023

  We sincerely apologize for these circumstances. However, the statements provided in the complaint are not fully accurate. The tax deposit in question was received on 2/23/2023 and the ACH credit entry did include the account number for ******* *******, not ***** *******. The ACH credit was received electronically and posted automatically based on the account number provided.
  
  According to the NACHA Operating Rules, Subsection 3.1.3, financial institutions may rely solely on account numbers for posting entries, regardless of whether the name of the receiver in the entry matches the name associated with the account number in the entry. The NACHA Operating Rules and Guidelines is the legal framework for the ACH Network and the basic obligations of each ACH Network participant.
  
  We understand this is a tough situation for Ms. *******, but the Credit Union posted the credit based on the rules and holds no liability. Ms. ******* should refer back to the tax preparer who provided the account number information for the tax credit. 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  01/15/2023-03/15/2023 Today Date:03/08/2023 St Louis Community Credit Union refused to make a responsible a accommodation, in regard to a reverse action due to miscommunication between customer/member being myself legally blind and disabled. They took advantage of my disability by failing to clarify and/or properly notify me of a$13.00 debt that has effected my quality of life and homelessness. Furthermore, they have refused to compromise or attempt to rectify the -84 points affected it has caused my credit. After several loans and never missing or having even one late payment from me. I have contacted the company manager and requested a verbal conference from the credit union president or head. Via telephone call to no avail. Not to mention, before this step was taken no attempt was made to retrieve funds from my savings account. In an attempt to collect on or satisfy a debt. When I became aware of the error. I rectified it immediately. Paid off the owed amount of$13.00. Immediately the same day. Now, as a direct result of these actions I am in jeopardy of homelessness. To which I see no way or have the means to avoid.

  

  Business response

  03/14/2023

  Thank you for bringing this matter to the attention of SLCCU. We spoke by phone with our member, ******* ******, on 3-10-23. We explained the details of the status of the account including assisting her with future actions to avoid this situation. Ms. ****** indicates she understands what she needs to do to resolve the account and has intentions of rectifying it by 3-15-23.
  We explained if she resolves the account, her credit report will reflect the changes based on her payment history. She stated she understands and agrees this is an acceptable resolution to her account and to her complaint with BBB.

  Customer response

  03/20/2023

  Complaint: ********
  
  I am rejecting this response because:
  I disagree, no true resolution was made on behalf of STLCCU. A phone call does not justify the action and effect of said action on their part. They were unwilling to compromise. Or make any reasonable accommodations, Per FTC, ADA,and the Fair Consumer Act. Furthermore, I have been belittled and insulted. Not to mention, no clarIfication of an increase in payment. Which I was not informed had been increased from the amount that I stated in writing at the time of applying for the loan. I could afford to pay $75.00, and was approved for. It is noted within my account that I am blind. Instead I was instructed to initial and sign the highlighted spots. No explanation was given therefore I paid my budgeted amount as I have done previously with 4 other loans paid in full on time. Just the months previously
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today on February 2, 2023 I came into the bank because St. Louis community credit Union took an additional $72 from my account to pay my car loan. They currently take out $300 biweekly which pays extra on the loan. When I asked about it I was originally told it was because of interest. I stated that can be it because I pay extra. When I went into the bank I sat down with ****** who was very rude and unprofessional. The teller next to here spent 15 min watching her in my account. Before that she asked for my id which was expired. She kept saying I needed a valid id. Nowhere on the website could I find where policy says a valid unexpired id is needed. Then she stated to do research on my loan is going to cost me if it’s found not to be the credit unions fault. I have been having trouble with this bank and loan since I got it. Things were never set up right. But also the run around just to even get a car. I feel like every car that I wanted to get that was less than what I asked for they wouldn’t approve it.

  

  Business response

  02/10/2023

  Thank you for bringing this matter to the attention of St. Louis Community Credit Union. It appears Ms. ****** set up biweekly payments for her auto loan to be transferred from her checking account. On 01/27/23, due to insufficient funds in checking to cover the scheduled transfer, the payment was processed for $72.07. On 01/31/23 the system processed the payment again for the normal payment amount instead of the remaining balance due. After speaking with Ms. ****** on 02/02/23, we were able to locate the extra payment of $72.07 and correct the loan. Ms. ****** was called and explained the error and correction. We apologize for Ms. ******'s experience and we have provided a coaching to improve our quality of service. In order to prevent this from happening in the future, we have suggested to Ms. ****** that she modifies her payment dates to dates that are more convenient for her. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have misconfiguration of my funds, within the last year the business has paid themselves fees and late fees out of my account, but did not pay my bills that was sent back insufficient funds after they paid their fee. They been paying their bills with my money and not my bills and I do have records of where my money been going and how they been taking my money. Also, I called them to discuss my account, the young lady ion the phone told me I had too many transactions made and hung up in my face. I went to the bank, I put my things down and my vehicle keys vanished, I ask to check if they could check about my missing keys and they stated they did not see anything.

  

  Business response

  01/17/2023

  Thank you for bringing this matter to the attention of St. Louis Community Credit Union (SLCCU). When items are presented to clear an account and funds are not available, then such items may be returned as Non-Sufficient Funds (NSF) and an NSF fee may be charged as disclosed on the SLCCU Fee Schedule. Mr. ******** is provided a monthly statement that clearly indicates he did not have the funds available when the transactions in question attempted to debit his account.  
  
  Additionally, on 01/04/2023 Mr. ******** called into our Solution Center and spoke with a representative. Due to him being very agitated and already in the lobby of one of our branches, our representative advised him that he would be better assisted by the branch. While in the branch the manager sat down with Mr. ******** for well over an hour in an attempt to assist him with understanding his transactions and calculating his deposits and debits. The manager printed a year of statements at Mr. ********’s request and waived the statement fees during this thorough review of his account. Unfortunately, it did not yield the results he expected and he left upset.  Mr. ******** returned to the branch about 15 minutes later asking about a single Dodge key. Several staff members assisted him in searching for his key however, no one was able to locate the item. We have pulled video footage and did not see Mr. ******** bring in or misplace a Dodge key.
  
  SLCCU does offer an Overdraft Privilege/Courtesy Pay service. However, it appears he requested to opt-out of Overdraft Privilege on 03/08/2017. If Mr. ******** is interested and would like more information, he can contact our ********* ****** ** ************ ** **** **** ** **************. If eligible, Mr. ******** could potentially avoid the return items (still includes a fee). We do still recommend keeping a registry of transactions to prevent returned payments. Keeping record of all deposits and withdrawals is the best way to negate fees and we offer online banking/mobile banking and audio phone access to assist.
  

*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. ↩