ComplaintsforSkyla Credit Union

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied to open accounts with Skyla and I received an email that the accounts had been denied due to a fraud alert. I called *****************************, who was the person that sent the email. She stated that I would have to reach out to **** Systems, come in with an I.D. or bank elsewhere. I reached out to **** Systems by phonel. I as told that there is nothing on my report that would prevent me from opening an account. I had a copy of my report sent to me. After receiving the report and reviewing it, I also didn't see anything that was derogatory. i called again and updated her on the findings. She told me that I would have to come in to open an account or open an account at another institution that is local due to me no longer living in the ***********************. I stated that I previously had an account with ********************** that was recently closed and I'm not understanding the problem. I was getting pushback. I was also trying to get an understanding of why I was being denied. After receiving what I felt was a disrespectful tone, I asked to speak with her supervisor. She asked why. I told her I didn't like her tone and I wasn't getting a clear explanation of the issue and a resolution that is satisfactory to both parties.. She told me that the supervisor wasn't around. She asked why I was asking for a supervisor, I later asked if I could be transferred to the supervisor's email, after requesting one again. I felt the conversation was getting escalated. She told me to have a good day and ended the call. The last call took place on Friday, February 2, at 10:10 a.m. c.s.t. It lasted 12 minutes. The first call took place on Thursday, January 11 at 11:05 a.m. c.s.t. I also left a voicemail message that wasn't returned.The call left me baffled, upset, and humiliated. I would also like to speak with someone to get clarification on opening the account and why I was denied considering I have opened up accounts with a bank and another credit union since.

  

  Business response

  03/13/2024

  Skyla Federal Credit Union has reviewed and investigated BBB Claim #********. Our response is as follows:

  
  **************, we have reviewed your request for membership from January 11, 2024. It was determined that we would not be able to approve your membership request at this time due to a fraud alert message on your credit report. You indicated that you reached out to the credit bureau concerning the fraud alert,but you were not given the same information.

  
  In following the participation agreement between Skyla and the credit bureau, we are unable to give you a copy of the credit report we obtained. However, I have listed below the fraud alert message contained on the report that prevented us from moving forward with your membership request.

  
  EQUIFAX REMARK: *********** FROM YOUR ******* HAS BEEN IDENTIFIED AS POTENTIALLY FRAUDULENT OR MISUSED, THEREFORE THE CREDIT REPORT IS NOT AVAILABLE FOR DELIVERY
  EQUIFAX REMARK: ******* *********** IDENTIFIED AS FRAUDULENT BY CONSUMER REPORT NOT AVAILABLE

  
  Due to that information being on your credit report, we were not able to obtain a complete credit report file. Unfortunately, since the comments are from the credit bureau, we cannot request that the comments be removed or updated. You will have to handle the changes with Equifax directly. Consumer assistance can be reached at:

  
  Equifax
  PO Box 740241
  *******, **, 30374-0241
  **************
  www.equifax.com
  
  If you believe that this information has been removed or updated, you are welcome to submit a new application for membership.

  
  Skyla FCU considers this complaint investigated and closed.

  
  Thank you,
  
  Risk Department
  Skyla Federal Credit Union

  Customer response

  03/19/2024

   I am rejecting this response because:
  
  I would like the fact that I was hung up on and denied the request to speak with a manager addressed.

  

  Business response

  03/19/2024

  **************, 

  We regret that you received member service that was less than acceptable. Your concerns have been addressed with the appropriate manager. I am happy to have ******************** contact you if you have further questions concerning your membership request. 

  Thank you.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Today (3-31-2023) Skyla Credit Union took money out of my account for an auto loan. I did not authorize this transaction. The car was totaled in 2/1/2023 due to an auto accident that I was in. Skyla basically kicked me while I was down. They did not attempt to work with me. I had approximately $5000 remaining on the car, but the unfortunate accident did set me back. I visited their branch and called them to see if they can give me another loan (merge the 5000 loan with a new loan so that I can continue to make payments). They would not work with me. Before the accident, I had been paying my car note. Because they would not work with me, I was forced to get another car loan. I tried avoiding that, but I needed a car for work since I work far from my home address. Mail boxes are full whenever I'm transferred to a higher up. I've spoken to a Rep who said they will call me back never have. The representatives that I've spoken to are rude and lack empathy. A great way to resolve this is to send back the $366 that was taken out on today. My rent is due on tomorrow 4/1, and I'm at work panicking about how I'm gonna come up with money for rent.

  

  Business response

  04/03/2023

  This matter has been resolved with the member. Thank you.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and I accept it.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had identity fraud on my account back in December 2022 and they stole money from my credit card and savings/checking account. I uploaded the statements and would be happy to discuss more with a rep but the incompetency of the bank they didn't detect an unauthorized deposit which in turn led to them stealing money and access to my personal account. This also resulted in fake accounts opened up in my name. Skyla rep abbigayle randall who I sat in the branch with in December 2022 was supposed to help resolve this as she closed my personal checking and savings but left the credit card opened so not only the time spent to call each of my merchants I do business with to change my account number and I have been charged nsf fees due to this cause I missed some I feel like they should compensate me for that as well as the time spent to resolve as it was over a month of them getting my money back. I had to constantly call them to get a status update for this and when I call they could never find it and I told them the rep I spoke woth and the branch only has access to the claim she did which caused more delays. We were going back and forth via email and she stated that it has been resolved as the funds were back into my savings and I told her my credit was impacted since there was a unauthorized cash advance over 1500 done on my personal account and was reported to the agencies which dropped my credit score significantly and they said that they could not do anything else about it as the credit will adjust itself. This isn't right and I want funds for this

  Customer response

  03/01/2023

  I just did, I haven't received all the funds aback from I'd theft and I want compensation.

  

  Business response

  03/10/2023

  Mr. Robinson                                     ,
  
  Skyla Federal Credit Union has reviewed your submitted BBB complaint #********. The results of the review are as follows:
  
  Skyla FCU would be unable to detect any unauthorized activity or account access to a member’s account until the activity is reported by the account holder.
  
  According to our records, on December 22, 2022, you reported and filed a claim for unauthorized activity that had occurred on your account and credit card between December 20th and December 21st, 2002. Your claim totaled $4,635.00. On the same day, your primary accounts were closed to prevent further unauthorized activity. 
  
  In accordance with regulations, the credit union must investigate reports of unauthorized account activity and correct any discovered errors within ten (10) business days of the claim. If the credit union is unable to resolve the issue within ten (10) business days or more time is needed, we may continue investigating up to 45 days. However, we must provide you with a temporary credit within ten (10) business days for the amount you believe is in error, so that you may have use of those funds until our investigation is complete.
  
  According to our records, your account received a credit for the reported unauthorized activity, totaling $4,635.00 on January 4, 2023; thus, meeting the ten (10) business day deadline.
  
  Finally, in accordance with regulations, if an institution furnishes data to a national credit bureau reporting agency, that information must be accurate. Due to the pending investigation, the December status and balance of your credit card, at the time of data furnishing to the nation credit bureau, was reported accurately.
  
  Our investigation was closed on January 4, 2023, when all unauthorized funds were re-credited to your savings account since that was the account used to make the unauthorized withdrawals; including the funds that were advanced from your credit card and deposited to your savings account. Our records do indicate that a large payment was made to your credit card on January 31, 2023. Therefore, any data that was furnished to a national credit bureau agency after January 31, 2023, would reflect the current status and balance of your credit card.
  
  Skyla FCU has thoroughly reviewed the BBB complaint and considers the investigation closed.

  Customer response

  03/20/2023

   I am rejecting this response because:  

  They just told me information I already know. The report shouldn't had been done I never authorized the transactions so my credit score decreasing from that timeframe in January 2023 should have never been reported and if so it should be reported to the bureaus are inaccurate or unauthorized since it was reported fraud. My score hasn't increased to where it was since this incident. Also requested compensation due to me having to constantly call them and that is how I got the first bit of funds since I told them I had issues paying my bills since they still didn't give me my money back in my savings account. 

  
  
  
  

  

  Business response

  03/20/2023

  We are unable to provide any additional information from the initial response. The credit card balance for December 2022 and January 2023 were reported on time and with the current information at that time. While we recognize that the December 2022 credit card balance may have contained a higher balance due to fraud, institutions are not able to report part of a balance as fraud and another part as non-fraud. When the balance was reported again in January, the balance had returned to normal. As we are not in control of the credit bureau's scoring calculations, we are unable to explain why the credit score did not return to the same score as it was prior to the fraud. 

  We are also unable to see where the member is due any additional reimbursement of funds. All unauthorized funds, totaling $4,635.00, that were withdrawn from the savings and/or checking account was refunded on January 4, 2023.

  Customer response

  03/21/2023

   I am rejecting this response because:
  
  I want reimbursement for the time I've spent trying to correct this due to your fraud time incompetencies on recognizing a fraud action which led to all of this. I had to consistently call back I never got a call from you all about this or the status the customer service was terrible. Each time I called and they can check the rep never saw my claim so I had to constantly repeat myself and tell them what happened and that it was filed at the branch which they don't have access of seeing. This has taken away from my job as I spent a lot of phone time with you guys and that affects my money as I can't close as many files for my job since I took away from there to contact them. As it relates to how they feel I am not owed anything they had to give me some type of credit cause I didn't have funds to pay my credit card bills and impacted my account where they lowered my credit limit due to the miss payment while I waited for you all to return my funds. It lowered more than 5k and cause my score to decrease since the credit limit was lowered 

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First off I have been a member of this credit union for over 20 years. As of 9-13-2022 I am done with them!!!! I opened a dispute through my credit card with Premier/ Charlotte Metro for a purchase that I made to the ****** ****** in February 2022 for $3700. I returned the merchandise back to ** but was never credited. Premier/ Charlotte Metro issued me temp credit while they disputed the charge. I never heard anything back from Premier/ Charlotte Metro about the charge until i called 3 or 4 months later. Premier finally issued me a permanent credit for the purchase which is cool. I get an email in 9-12-22 from Premier stating that they gave me to credits for $3700 by mistake and they are billing me back one of the $3700!!!!! WTH??? Who does business like that ? That is an error they made and I do not believe that I was billed twice. Either way this is something they should eat because its an error on their part. It has caused me major stress and I am closing all my accounts with Premier/ Charlotte Metro today and may seek legal action.

  

  Business response

  09/14/2022

  Mr. *****,
  
  Premier FCU, KNA Charlotte Metro Federal Credit Union (CMCU), has review your submitted BBB complaints #******** and #********. The results of the review are as follows:
  
  In response to a $3629.49 credit card billing dispute filed by you on February 22, 2022 against a merchant, CMCU issued a provisional credit to your credit card account in the amount of $3,309.24 on March 8, 2022 for use while the dispute was investigated. This was the provisional credit amount since the merchant had already applied a partial credit of $320.25 on February 18, 2022.
  
  In accordance with billing dispute rules, CMCU and the merchant conducted an investigation and upon conclusion, the dispute was decided in your favor on May 2, 2022. It was determined that the provisional credit applied to your credit card on March 8, 2022 would remain in place. Inadvertently, an additional credit of $3,309.24 was posted to your credit card on May 2, 2022 at the conclusion of the investigation.
  
  The duplicate credit posting was discovered on September 12, 2022. CMCU issued communication to you concerning the duplicate credit posting and notification that the duplication would be reversed from your credit card on September 19, 2022.
  
  CMCU has thoroughly reviewed both BBB complaints and considers the investigation closed.

  Customer response

  09/14/2022

   I am rejecting this response because:
  
  I don't accept it and won't be paying it. That was your screw up and I won't be doing business with you or paying it. Expect that it will go to collections. I don't care!!! 

• Initial Complaint

  10/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a ***** purchase that I never picked up and returned it. I used a portion of my ***** credit card and my premier vis for the balance for the $1425. I ended up having to dispute with both my ***** card and premier card to get my money back. I filed disputes with both and was able to get issue resolved with *****. Premier dropped the ball. I sent them a dispute back in April and never heard anything from them. Then I get a letter on 10-4 ( 5 months ) later requesting more information. I called and they almost refuse to address my claim, when it was there error sending the letter late. I am not using this card anymore and tired of the disconnection with anything related to this co anytime there is any kind of issue. I attached the letter they sent

  

  Business response

  10/15/2021

  Mr. *****,
  
  Premier FCU has reviewed and investigated your submitted complaint. On October 11, 2021, you were updated that your claim would be re-opened. As of 10/14/2021, your credit card dispute is still under investigation; however, your credit card has received a credit of $1,425.36 while the investigation continues.

  
  Please feel free to contact Premier Federal Credit Union's Risk Department at 336-370-1286 if you need further information.

  
  
  Thank you.

*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. ↩