ComplaintsforAlltru Credit Union

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is now stealing my money. I requested my all of my accounts be closed months ago, however they refuse. Checking account and savings still open and there are unauthorized transactions being made. CLOSE MY ACCOUNTS AND REFUND MY MONEY BACK TO ME.

  

  Business response

  09/15/2023

  September 15, 2023
  
  Dispute Resolution Department
  Better Business Bureau
  *** * ******** *** ****
  St. Louis MO 63102
  
  RE: Case # ********
  
  
  We appreciate Ms. ****** raising this matter. As this relates to personal financial information, please
  contact us at ************.
  
  
  Sincerely,
  
  **** ******
  ***** ********* *******
  
  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm trying to file a depreciation protection claim. First I was told I don't have this on my loan, then I was told I do have it on my loan and that I would need to wait until they receive payment from my insurance, then I was told that I need to file the claim myself through the 3rd party company. Contacted the third party company, spoke to ******* ************, he advised that I need to contact Alltru and start the claim. He said they do not have to wait on payment from the insurance, a statement from the insurance saying my car is a total loss is enough to start the claim. Contacted Alltru, spoke with ****** *****, advised her of what ******* told me. She said she does not needs ******* help nor his contact info and she will start my claim when she feels like starting it. This was my second time speaking to ****** *****, she's a very rude nasty person, lacks soft skills and professional customer services. I believe Kelley hates her job. The insurance has already paid Alltru for my entire loan balance $10,849.01. There's also Notice of Loss statement in the depreciation protection waiver I signed that says "In the event of a Total Loss, Constructive Total Loss or Unrecovered Theft, you must notify us within 30 days of receiving final settlement from the primary of third party insurance carrier and provide the following: (a) copy of he Primary Insurance Settlement, (b) copy of the police report in the case of Unrecovered Theft. We must file the Depreciation Protection waiver demand within sixty (60) days of the Date of Loss if you do not have Primary Insurance coverage." MEANING THERE IS A TIMELINE!!! FILE MY CLAIM YOU HAVE EVERYTHING YOU NEED AND IF YOU DON'T HAVE IT WHERE CAN I SEND IT TO?????????????

  

  Business response

  09/01/2023

  
  Dispute Resolution Department
  Better Business Bureau
  211 N Broadway Ste 2060
  St. Louis MO 63102
  
  RE: Case # ********  
  
  We appreciate *** ****** bringing this to our attention and being able to research this. Please know
  we are sorry for the frustration this depreciation protection claim process caused, and the interactions
  will be reviewed. As a credit union, our purpose to help members with their financial matters; not to
  make it difficult to do business with us. The claim was submitted to the vendor on Friday, August 25th,
  and we received an acknowledgement letter Monday morning, the 28th, and they are processing the
  claim.
  
  Should you have any additional questions or comments, please contact us at ************* 
  
  
  Sincerely,
  
  **** ******
  Chief Financial Officer

  Customer response

  09/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  Please provide the depreciation protection claims processing times. I would like to know how long it takes the claim to be reviewed, processed and paid as well as the payment amount. I would also like to know my payment options if I can choose direct deposit or paper check.

  My final request is a formal apology from every Alltru employee that I spoke with who provided me incorrect information and every employee who told me that I did not know what I was talking about.

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

  

  Business response

  09/11/2023

  We are sorry for the frustration this depreciation claim process caused.  As a credit union, our purpose is to help members with their financial matters; not to make it difficult to do business with us.  We have been in contact with the vendor and anticipate that the claim will be processed within the next five to six business days.  As a courtesy, in spite of this timeframe, we will advance the funds Monday, mid-afternoon.

  Should you have any additional questions or comments, please contact us at *************

• Initial Complaint

  08/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is ******** ****** I had a car loan with Alltru Credit Union, acct ********** I had a 36 month vehicle loan with Alltru Credit Union. As you can see on my credit report, I have made every payment on time. The payment is due on the 25th of every month. On Friday 6-23-2023, I made what I thought was the last payment in the amount of $250.00. The payment cleared my account at ******* ****** ***** on 6-23-23. Then, i realized I was short $6.50 of the payoff amount and I paid that as well. Because I paid my vehicle off early Alltru is retaliating against me because I paid the vehicle off and they would no longer receive interest on the account. They flagged my account with all 3 credit bureaus as late. My credit score dropped by 82 points and went from Excellent to good. I tried contacting Alltru via my account when I logged in and they were not able to help. The payment cleared my account at ******* ****** ***** on Monday 6-26-23. I made the payment online. You do not make a payment with Alltru Credit Union online and it clears the same day. All my payments are online and easily tractable. I want my credit report corrected and would like everyone to know not to ever get an auto loan with Alltru because they will retaliate when the loan is almost paid for. Because of this issue and the life changing blemish on my credit report, I am devasated. I cannot eat and I cannot sleep. I work hard to ensure I maintained my credit report and at the drop of a hat, Alltru Credit Union blemish on my credit report changed my life forever. Please assist me with the unfair practices of Alltru Credit Union. My next step is to hire a lawyer and go public with what Allltru did to my credit report and to warn the public never to get a loan with them.

  

  Business response

  08/24/2023

  Please see attachment

  August 24, 2023

  Better Business Bureau

  211 N. Broadway, Ste. 2060
  

  St. Louis, MO 63102 

   RE: Complaint ID #********

  We appreciate *** ***** bringing this matter to our attention.  We apologize that *** ***** was not able to resolve the matter when she initially called.  We researched the matter and corrected the information with the credit bureaus to report as current for the month in question.  I contacted *** ***** and we discussed the issue and that the bureaus were being corrected. 

  Sincerely,  **** ****** 

  Customer response

  08/27/2023

  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. I have been checking all 3 credit bureaus and my credit report is not updated yet.  I just hope Alltru Credit Union is honest in their response and sincerity to resolve this matter.  I will continue to monitor my credit report to see if the late payment is taken off.  If its not taken off within 30 days, I will make another complaint to the BBB.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  06/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to buy a car and found out I was approved for the auto loan.  The advertisement stated I  get 90 days before my first payment is due.  After I was approved for the loan I received a letter in the mail and a payment book stating my payments will start in a month.  I called the bank and they told me the 90 day offer did not apply to me because I did not come into the bank location to receive the loan and went to the dealership.  It states nowhere on their website of this policy. 

  

  Business response

  07/07/2023

  *** ********** **** ** **** ****** ******** ****** *** ** ********* **** **** *** ****** ** *****
  
  
  RE: Complaint ID #********
  ***** ******* ***** *** ***** ***** **** *********** ** *****
  
  We appreciate Mr. ******* bringing the issue to our attention and the matter has been resolved. The
  dealership where the loan was closed did not set the first payment for 90 days which was an option for
  all members financing a vehicle. When Mr. ******* noticed the due date being sooner than the 90 days
  which was advertised, he contacted Alltru. We reviewed the request and modified the loan due date as
  requested. When we received the complaint from your office, the loan payment had already been
  modified. We apologize that the due date was not adjusted sooner and have reviewed the issue with the
  Lending department.
  
  
  Thank you,
  
  
  Sincerely,
  **** ****** **** ****** ***** ****** ********** ******* ****** ****** ***** ******************** *** *** ****
  

• Initial Complaint

  05/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 18, I wrote a letter to All Tru CU requesting documents about an old account and I have not received a response as of today. The letter reads as follows: I am writing to request the full payment history and the original contract for the auto account that was held with your company. The account in question is listed under my name with the account number *************. Furthermore, I would like to request all repossession notices and confirmation proof of delivery related to this account. I need this information asap for personal review. Please note that I have moved, and I request that all documents be sent to my new address (new address included in attachment below).

  

  Business response

  08/21/2023

  Better Business Bureau
  *** ** ********* **** **** *** ****** ** *****
  

  RE: Complaint ID #********
  

  We appreciate Mr. ***** bringing this matter to our attention. We apologize that that the letter hadn’t reached us.
  Due to security reasons, Mr. ***** should contact us by phone at ###-###-#### in order to update the address.
  

  If you need further assistance, we are available from 9 am to 6 pm weekdays and from 8 am to 12 pm on Saturdays @###-###-####.
  

  Thank you,
  ***** ******
  Account Resolution Manager

  

  Business response

  09/01/2023

  Unfortunately, we do not have record of a formal request, or upload being made. We would like to provide the items requested, due to security reasons please contact us by phone at ###-###-#### in order for us to update the address and forward this documentation. Thank you, Sincerely, **** ******

  Customer response

  09/05/2023

  Complaint: ********
  
  I am rejecting this response because:
  the documentation was mailed and apparently ignored. The account should just be deleted at this point.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This credit union is putting CPI charges on my auto loan without making legitimate attempts to warn me about the charges and then making it extremely difficult to get them removed. They ask for proof of insurance randomly or else they put the cpi charge on my loan. I don't see the warning because they're not legitimate attempts for me to see them. I then send them the proof of insurance. They continue to call and say I'm late on my payments because the cpi is doubling my monthly payments and I've only been paying my normal payment.i send them the necessary documents multiple times to get the cpi removed and they don't recognize and remove the cpi until I threaten them with a lawyer or a complaint with the BBB. This is the 2nd time this has happened in 3 years.

  

  Business response

  05/18/2023

  Dispute Resolution Department
  Better Business Bureau
  *** * ******** *** **** *** ***** ** *****
  RE: Case # ********
  We appreciate Mr. ****** bringing this to our attention and being able to research this. Please know we are most sorry for the frustration our insurance verification process caused. As a credit union, our purpose to help members with their financial matters; not to make it difficult to do business with us.
  On 11/8/2022 Alltru’s insurance partner received notice from Mr. ******’ insurance company that the insurance policy on the auto had been cancelled. On 12/10/22 Alltru’s insurance partner mailed a ‘1st Insurance Canceled’ notice to Mr. ****** and the joint borrower asking for new insurance information. On 1/10/23 our insurance partner mailed a ‘2nd Insurance Canceled’ notice to Mr. ****** and the joint borrower asking for new insurance information. On 2/11/23 our insurance partner mailed a ‘Notice of Placement of Insurance’ notice to Mr. ****** and the joint borrower giving notice that an insurance policy would be force placed on the loan for the auto. On 3/10/23 our insurance partner mailed a ‘Notice of Insurance’ notice to Mr. ****** and the joint borrower giving details of the insurance policy added to their auto loan. On 4/10/23 an agent representing The Standard Fire Insurance company provided new proof of insurance for Mr. ****** and the joint borrower’s vehicle. On 4/14/2023 a full refund was issued for the force placed insurance policy. Copies of these notices can be provided upon request.
  Should you have any additional questions or comments, please contact us at ###-###-####.
  Sincerely,
  **** ******
  Chief Financial Officer

• Initial Complaint

  02/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I go into the bank to deposit a check, the teller put the check in the wrong account, my joint account with my daughter. I noticed and went back in and asked to have it moved. She told that in order to move it to my personal account I will need to make a payment on my car loan which is $289. I said I can pay $200 today she insisted that I pay the full $289. The transfer was not completed. My daughter then tells me the full loan payment was placed on hold from her account. I get a phone call from a ********* ****, **** ******* who tells me that I purposely put the check in my kid account because I work for a bank. She then a few days later place funds on hold from my personal account. She then again a week or so later place more funds on hold. She reached out via email telling me my debit card was deactivated in which it has never been deactivated for a car loan payment. Yet again she placed more funds on hold. Prior into going into the bank on Feb 6th, being under **** ******* radar and the teller placing the check in the wrong account I never had this issue. While I understand the policies and regulations I now feel harassed and I feel as if my account is being watched by her. It’s makes me uncomfortable to do business with this bank.

  

  Business response

  03/01/2023

  We have received the above complaint filed by Ms. *****.

  We appreciate Ms. ***** bringing this matter to our attention. A review was done of the transaction in question, and the interactions between Ms. ***** and Ms. *******. A member of our team contacted Ms. ***** to follow up with her and address her concerns. After the discussion a partial payment was agreed upon and made. Ms. ***** also requested that there would be no contact from Ms. ******* again. Ms. ******* will no longer handle Ms. *****'s accounts with Alltru Credit Union.

  If you have additional questions, please feel free to reach out to the Credit Union. We welcome the opportunity to help Ms. ***** find resolution.

  Thank you,

  **** ******

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Predatory overdraft fees/policy. I was simply making purchases of gas. The app did not show my true available balance. So when I overdraft -$2 you can share my surprise. Not only was I informed by the supervisor at the wentzville MO location, that I was expected to be able to do the proper math to calculate what my TRUE balance was. But I was also expected to know exactly what the ACTUAL pending amount to be charged to my card was. Since in the system the number “pending” did not reflect the true amount that was even charged to begin with. Not to mention my card should decline if I have insufficient funds available… So my account went from -$2.14 to -$90.64 in a matter of two days. Two non-business days at that. I WILL be drawing the remaining funds from my other accounts and closing my accounts here. 15 years I’ve banked with Alltru. And I get treated like I’m a fool because their archaic systems are unable to reflect the true balance of my account. Would never recommend anyone coming here with there money. You may just fall victim to their predatory overdraft fees/policies.

  

  Business response

  02/15/2023

  Dear BBB,

   

  I personally followed up with Mr. ******* and had a wonderful conversation with him about avoiding NSF fees in the future.  We are refunding his two fees and he is happy.   

   

  Thank you for reaching out to us about this matter.  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They disabled my account. How am I supposed to pay my car note?

  

  Business response

  01/09/2023

  January 5, 2022

   

  Dispute Resolution Department

  Better Business Bureau

  211 ***********, Suite 2060

  *********, **  63102

  Re:  Complaint ********

  We appreciate **************** bringing this matter to our attention.  We spoke to **************** directly, as this involved personal financial information.  We were able to restore the inquiry access to online banking.

  If you have any further questions, feel free to contact me.

                                                                   

  Sincerely,

   

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

   

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

  Chief Financial Officer

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

  tel. ************

  Customer response

  01/10/2023

  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

  11/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an account for an auto loan. The account was required to have $5. I paid my $2,000 auto loan every month on time. I sold my vehicle and ended the loan in July of 2022. In September, a payment was made for $15 to an unknown (fraudulent) ****** account. The Alltru account only had $5, so the charge was reversed, but Alltru charged the account with a $30 overdraft fee. I was NEVER given a physical debit or credit card as I made the account for an auto loan. They sent my account to collections for the $30 overdraft fee due to the fraudulent purchase. I was never called and notified. They now won’t answer my phone calls and I was met with hostility within the Wentzville branch. It should be known: the only institution with access to this account’s banking information is the bank itself signifying a breach in their information or internal theft. After my own investigation regarding their practices, this has happened to many of their customers along with “short-changing” cash withdrawals.

  

  Business response

  12/01/2022

  In response to Complaint ID ********, Ms. ******** had a savings account with the credit union, On 9/22/22, the credit union emailed ****** ********, the primary member on the account inquiring about the overdrawn account and asking him to call. Additional emails were exchanged but, unfortunately the issue was never discussed. On 11/8/22, Mr. ******** visited the branch, where he had identified that a transaction was suspected to be fraudulent. There were two charges to the account for $15.14 each from ****** Prime, one on 8/7/22 and one on 9/7/22. The 9/7/22 charge overdrew the account. We have reinstated the account and reversed these two transactions, placing the funds back into the account, bringing it to a positive balance. We have left a message with Ms. ******** and will either send these funds to the member or have the account remain open.

*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. ↩