ComplaintsforKirtland Federal Credit Union

• Initial Complaint

  01/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After all transactions were completed with a negative balance of -$62.79, I was waiting for a hotel deposit to be released back into my Kirtland Federal Credit Union account being $100 that would make my account positive. The deposit transaction was done on 1 Jan 2024 from the hotel and was held by the Credit union immediately. The account stayed negative $62.79 until January 4, 2024 the day of the hotel deposit release. Early morning 4 January 2024, before the bank even opened I check my internet banking and a deduction of a $100 was put on my account causing the balance to be -$162.79 instead of the expected positive $37.21 into the Kirtland Federal Credit Union. I have called multiple times trying to resolve this with Kirtland Federal Credit Union but a bank keep telling me a branch manager will call. The branch manager never calls me. That is 3 promises. The bank has taken off $45 of charges but my account is still missing $55 out of its account. My bank is 220 miles from me and they know I can not dispute this in person and continue to have my money. All my transactions had cleared and stabilized until the Kirtland Federal Credit Union modified my account on three occasions after telling them not to touch my account because my statement of thumbprint is in my bank account transaction history and the -$62.79 never moved until Kirtland Federal Credit Union moved monies around in my account. I would have never been able to catch Kirtland scam of taking money out a hotel deposit and making my account negative with a -$100 if it was not for internet banking and monitoring my account 4 times daily. They have overturned $45 in total fees but my account is still negative and not positive since Kirtland Federal Credit Union has taken that $100.

  Business response

  01/17/2024

  We certainly apologize for the trouble Mr. ******* encountered reaching a branch manager during his attempts to understand the negative balance on his account. There were some missed opportunities to connect with Mr. ******* and that is unfortunate. Mr. ******* is a long time and valued member of Kirtland Credit Union.
  
  Jan 1/ 2024 – Mr. ******* used his debit card at a hotel resulting in a “Pending” charge of $100.  This $100 was held against his available balance but was never withdrawn from the account. The funds were on “hold” and unavailable.  Kirtland Credit Union did not withdraw $100 from Mr. ********* account and there is no evidence of a $100 withdrawal in the account history during this time period. The funds were simply being held due by the pending charge from a ****** *** *****. Pending holds can cause problems and are sometimes difficult to understand why they are holding funds.  Hotels are notorious for this when using a debit card, even if just to pay for incidentals.  These holds often remain for the duration of a hotel stay and sometimes longer.
  
  Jan 2/2024 – On this date, Mr. ********* checking account had an available balance of $54.47 when item presented for payment from *********** ********* in the amount of $87.26 was presented for payment. This item was paid into the negative with an additional courtesy pay fee of $15.00 charged to the account. After this payment and fee were deducted, the new actual balance was ($62.79). The “available” balance at this same time was ($162.79) due to the hold on funds of $100 by the hotel (****** ***). 
  
  Jan 4, 2024 – Mr. ******* called Kirtland Credit Union and inquired about the negative balance in his account.  The member contact center representative explained to Mr. ******* that his checking account had a $100 hold on available funds due to a debit card hold placed by a ****** *** *****. At that time, and upon Mr. ********* request, the $100 hold was released by KCU.  Also, the $15 fee for the Jan 2 *********** Insurance fee, and an additional $15 fee related to the $100 hold, were refunded as a courtesy to Mr. *******. 
  
  In summary, the $100 hold (pending charge), plus honored payments and fees, resulted in an available balance of ($162.79). Once the $100 hold was released, and $30 in fees were refunded, the new available balance was ($32.79).  Which if you take the beginning “actual” balance of $54.47 and subtract the *********** ********* payment of $87.26, you end up with a balance of ($32.79).  Multiple KCU employees attempted to explain this to Mr. ******* but to no avail. Mr. ******* did speak to a Manager, although not a Branch Manager.  We are happy to provide Mr. ******* statement copies of all transactions on this checking account for this time period.  We’re happy to correct any issue or error should one be found after statement review. 
  

*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. ↩