ComplaintsforSunmark Federal Credit Union

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A checking and savings account was opened by me and my husband in early August to make automatic payments to a car loan that we took out with Sunmark Credit Union. It was opened online and a debit card was requested by phone and se t by mail. The week that the debit card was supposed to arrive (Sep 1) my bank account had $1,390.90. On the same day ( Sep 1 ) there were several fraudulent transactions allegedly done with my debit card that was not activated yet by me. The transactions were as follows. $800.00 " Share Withdrawal / *************** ******** ******** **** * ***** * *** *** * *************** ******** ******** **** * ******* * ***** ********** * *************** ******** ******** **** * ***** * *** *** * *************** ******** ******** **** * ******* * ***** ********** * *************** ******** ******** **** * ***** * *** *** * *************** ******** ******** **** * ****** ***** ********** * ******* ** **** *** ******** *** ******** **** ***** * *** *** / ******* ** **** *** ******** *** ******** *** " These transactions were not done nor authorized by me. I filed a fraudulent report with Sunmark and they said that they were going to investigate the transactions and gave me a provisional credit for them. They came back to me and said that they called the merchant and that the merchant confirmed that the debit card was used. This is impossible because I was never in those places and the card was either being delivered by mail or with me. They refused to help me just because the merchant said the debit was used. I am out of options and without my funds. I proposed they check the location of my phone and my husbands at the moment of the transactions to prove we were never there. I also would like to get the recording of the ATM's to prove it was not us and that our card was never present. I feel Sunmark should have requested the videos and records of these transactions. Please Help!

  Business response

  12/06/2023

  December 6, 2023
  
  ********* ******* ***** **** *** * ** ****** ***** ** *****
  
  Dear Ms. *******,
  We received your concerns regarding the recent fraudulent transactions on your account.  Thank you for taking the time to let us know about your concerns and giving us the opportunity to respond.
  On 11/15/2023 Sunmark Credit Union staff conducted a review of the activation of your debit card, the transactions on your account, the process taken to address the dispute, and the communication you received.
  From our review, Sunmark determined the correct process was followed.  Your debit card was activated from the primary cell phone number on file.  The transactions were all done with the card present and PIN verified.  The dispute process was followed, including follow up communication concerning the denied transactions. 
  Thank you for bringing your concerns to our attention.  We hope this most recent experience does not hinder any future dealings with Sunmark Credit Union.
  Should you have any further questions or concerns, please contact me at 518-730-9092.
  
  Respectfully,
  Jodi C****
  AVP of Member Solution Center
  Sunmark Credit Union

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to know if they can get the video of the transactions in question. 

  It was impossible to have used my debit card with the pin number physically because I had the car in my possession. 

  I am willing to provide my cell phone location at the time of the withdrawals. if that is something possible to do.

  I believe you are relying on what the vendor is telling you but there is not proof since I was not there.

  You should request video proof.

  It is very unfair to me that this money was wiped from my account and that a fraudster can get away with it. 

  
  Regards,
  
  ********* *******
  
  
  
  

  
  

  Business response

  01/02/2024

  January 2, 2024
  
  ********* *******
  ***** **** *** * ** ****** ***** ** *****
  
  Dear Ms. *******,
  We received your additional concerns and questions. 
  The additional action you are asking for is not within Sunmark’s purview.  As advised during your call with Katie on December 26, 2023 any further investigation would be done by the police, if you file a police report. 
  Should you have any further questions or concerns, please contact me at 518-730-9092.
  
  Respectfully,
  
  Jodi C****
  AVP of Member Solution Center
  Sunmark Credit Union

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunmarks Online Bill Pay is very flawed.i had the same issue many years ago and it was not resolved. When using Bill Pay online though my cell phone it is possible to be in a valid amount, is not correct The system changes the decimal. I put 5123 into their system. And it changed from .005123 to 5,123.00 and should have been 51.23. Every time you try to change the decimal point it moves it. Even when you change it yo 5.1.23. Please ask them to fix it.

  Business response

  02/23/2023

  2/23/2023To whom it may concern,Sunmark Credit Union staff conducted an investigation in regard to the situation described by Ms. ****.  On 2/2/2023 Ms. **** set up a bill pay transaction in the amount of $5,123.00.  It was her intent to pay $51.23.  Sunmark staff have been in contact with Ms. **** and the vendor to assist with the situation.When entering a transaction in bill pay, the decimal point is static as the numbers are entered, changing the value of the numbers.  There is a confirmation screen showing the amount of the bill pay transaction set up.A review was done of the bill pay system and how payments are set up.  It was determined the system is working in intended.Based on Sunmark’s investigation summarized above, we have concluded the bill pay system is working appropriately and appropriate actions were taken to rectify Ms. ****’s situation.Should you have any further questions or concerns please contact [email protected]. Jodi C****AVP of the Member Solution CenterSunmark Credit Union

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to Sunmark to apply for a personal loan. I received the loan and upon filling out the paperwork for the loan the employee by the name of Alex stated he saw i had an auto loan out through ******* *** and suggested if i refinanced through Sunmark i would save on my monthly payments. So i agreed to talk numbers and after his offer for refinancing i took that offer. He said great I’ll send you over what you need to do to get the ball rolling. After receiving his direction i proceeded to call ******* *** and get the necessary information and documents to proceed with the switch of lenders. I was now waiting to send Sunmark a copy of my title and then bring in the original to a branch for finalization. Throughout my day i get a call back from Alex at Sunmark explaining how he made a mistake and could not honor the offer he already had in affect due to my vehicle being a 2014 and that the change affecting that retraction of an offer was made two days prior to the offer being presented to me. After Alex explained this to me i asked to speak with a manager because after all this work as been done to take them up on an offer THEY gave me and now to retract it on two days was not right with me. That’s not how companies should do business. After asking politely i was questioned multiple times as to what it was pertaining to. Obviously it was about his mistake he made and my now problem due to his misinformation. After talking with a manager after a few moments the manager nicely explained to me it was a mistake on the employees part which was obvious. And that they could not honor the offer given to me and pretty much i was crap out of luck. To me that is not right. Especially after changing policy two days prior. I would have greatly appreciated if they honored their offer. After my loan i will no longer do business with Sunmark. I am extremely disappointed and upset. My time was wasted and promises were not held. I do not feel satisfied with Sunmark in the least

  Business response

  02/27/2023

  To whom it may concern:Sunmark Credit Union staff conducted an investigation in regard to the situation described by Mr. ******.On 2/3/2023 Mr. ****** applied for a loan.  During this interaction the staff member suggested refinancing an auto loan to save money on the monthly payment.  Upon further review of the application, it was determined the term requested was outside of Sunmark guidelines.  Mr. ****** was notified of this error same day.   Once the complaint from the BBB was received, the loan was reviewed again.  The lending guidelines, in regards to the term allowed had been updated two days prior to Mr. ******s application.  The employee had suggested the refinance in error.  However, due to the timing and the fact that Sunmark suggested the loan, Sunmark will honor the original term discussed.  Sunmark has been in contact with Mr. ****** to move forward with the loan and Mr. ****** accepted the loan with the term offered.Based on Sunmark’s investigation and the information stated, Sunmark has rectified the situation.  Sunmark Credit Union acknowledges our error and we sincerely apologize for any inconvenience it may have caused the member.  Going forward Sunmark will continue to monitor this type of situation as a case-by-case exception.  Should you have any further questions or concerns please contact *************************.Jodi C****AVP of the Member Solution CenterSunmark Credit Union

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 11/19/2022 I had a long personal sit down meeting probably lasting about 15 minutes or so with a rep from the ********* branch whose name I do not recall concerning a fraud complaint against ************. Since I am no longer able to write the rep assured me that she could input all the necessary information on the computer herself, in lieu of my filling out the fraud dispute form. I was asked a lot of questions concerning the charges I was disputing, when the charges occurred, what amounts, what the charges where for, etc The bank is now denying that this meeting ever took place, they say it never happened. I purchased 2 money orders and made a deposit while at the branch. It's strange they wouldn't remember that my deposit of over 400.00 got stuck in their myTM machine and another rep had to open the back of the machine to fish my money out. It's totally senseless that no record of this meeting would exist, as the rep was RECORDING my replies to her questions on her computer. What is going on at sunmark? Did the rep LIE when she told me that sunmark would look into my complaint? Was the entire meeting a charade?

  Business response

  01/11/2023

  To whom it may concern: Sunmark Credit union staff conducted an investigation in regard to the situation described by Mr. *****. On 11/19/2022 Mr. ***** visited the ********* branch of Sunmark.  He filled out cardholder dispute paperwork with a representative at that branch.  Mr. ***** was contesting the $40 ***** ******* via ********* transaction that cleared his account on 11/01/2022.  The representative filed the paperwork with the proper department. Once the paperwork was filed there was a delay in further processing. On 12/7/20022 Mr. ***** emailed asking about the dispute paperwork and credit.  Mr. ***** received incorrect information that there was no dispute paperwork due to an oversight.  The dispute agent failed to provide an accurate status update.  We apologize for this error. Once the complaint from the BBB was received, the dispute was reviewed.  Numerous attempts were made to follow up with Mr. ***** to continue the process, including gathering the additional documentation that was needed.  Mr. ***** was unable to provide the necessary receipts.  After a few attempts to collect the appropriate documentation, Sunmark decided to proceed without it.  A $40 credit was provided to Mr. *****.  The dispute is considered closed. Based on the review of actions that transpired, it was determined the dispute was processed at the branch in a manner consistent with Sunmark’s procedure.  There was a delay in further processing due to human error.  Once the BBB complaint was received there was additional follow up to resolve the dispute. Based on Sunmark’s investigation and the information stated, Sunmark has rectified the situation.  We apologize for any inconvenience.  Additionally Sunmark has updated procedures to ensure there is not an oversight like this in the future. Should you have any further questions or concerns please contact **************************   

  Customer response

  01/11/2023

  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.  Thank you* ***** ******. I appreciate your efforts to resolve this matter.  Perhaps if I had come to YOU with my issue to begin with, a BBB complaint could have been avoided.  Regards,  ****** *****

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  What do I have to do to get these harassing ******** insurance mailings to stop? I have no interest in their products. All I want is for them to leave me alone. After contacting them at least 30 times over the last eight years asking these mailings be stopped, they continue. NOW they tell me that SUNMARK is responsible for this harassment. After the last call I had with sunmark a few weeks back regarding this issue I am totally convinced that SUNMARK SOLD THEM MY PERSONAL INFORMATION. No telling who else they have sold it to.******** blames sunmark for the harassment I have endured over the last eight years. Sunmark blames ********. Between these two companies, I'm aghast as to why they cant figure out how to make this harassment stop. BBB-please contact me and advise me as to what legal remedies are available to get this harassment to stop.

  Business response

  09/20/2022

  To whom it may concern:Sunmark Credit Union staff conducted an investigation in regards to the situation described by Mr. *****.Sunmark does not sell member information.  Sunmark and ******** have an affiliate marketing program in order to provide members with no cost Accidental Death and Dismemberment coverage.  Members can choose to opt into this coverage at no charge.  Additionally, members can choose to opt out of the marketing material.  Attached is Sunmark’s Master Account Agreement and Privacy Policy.  On pages 15 and 16 you will find details in regards to what personal information is shared and how to opt out.Based on a review of Mr. ***** account, it was determined his account had not been opted out of ******** mailings.  There is no record of communications with ******** and Mr. *****.  Once the complaint was received Sunmark worked with ******** to ensure Mr. ***** was opted out.  As of September 13, 2022, Sunmark Credit Union received confirmation this was done.  Please be advised, it may take 90 days for mailings to stop as there may be some already in process.   Based on the information stated above, be assured Sunmark has rectified this situation.  We apologize for the inconvenience.Should you have any further questions or concerns please contact **************************

  Customer response

  09/20/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The dishonesty sunmark-****-******** has displayed regarding my personal information appalls me. I dont for one minute believe sunmark did not and does not sell their customers  information. Including mine. 90 days to simply remove a name from a mailing list? I dont know exactly what sunmark-********-**** has gotten me involved in, but there is NO WAY it is honest or above board. I have had this account for years, and year after year calling sunmark to complain about these unwanted and harassing mailings and the misuse of my personal information. In my complaint against ********/****, they refer to me as a CUSTOMER of theirs. How could I be a customer if I never agreed to receive goods or services from them???Then, sunmark-********-****  INSULTS ME by saying that this so called "insurance" is "FREE" and "NO COST". Which is how I know its a SCAM and a FRAUD. I dont want any business with these criminals posing as insurance salespeople, I never wanted or asked for  insurance, I never wanted or asked sunmark-****-******** to sell them my personal information, which sunmark-********-**** clearly did despite their denials.What sunmark-********-**** expects me to believe is that there is no profit for them in "passing on"  the personal info of their customers, in a business that is based and built on money and profit.   What sunmark-****-******** expects me to believe is that they have no record of my ever contacting them  over the last several years, pleading with them to stop these mailings.What sunmark-********-**** expects me to believe is that they just GAVE AWAY my personal information,because they feel it has NO MONETARY VALUE, whereas other crooks have been stealing and selling peoples personal information and profiting from it and going to jail for it because of its high monetary value?You just GAVE my personal information AWAY? And made NO MONEY?  And, you did this out of the kindness of your big, generous hearts? To help ME? And there is NOTHING in it for YOU? REALLY?  You can sell me the Brooklyn Bridge now, sunmark-********-****  because you must really think I'm stupid. ****** *****

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This all started with a $60 charge to my bank account for a door dash order which was not placed by myself, my wife or anyone with access to my bank account information. I contacted the bank and filed fraud papers and was reimbursed for the full amount. Shortly there after I closed my bank account as I had moved out of state. Unbeknownst to me and without my consent, Sunmark decides to reopen my old bank account and allow this fraudulent charge to occur again. Not knowing anything about this, the account Sunmark reopened without my knowledge then became overdraft. I finally was contacted months later by Sunmark trying to collect over $100 from me due to late/overdraft fees that had incurred because they reopened a closed account and allow fraudulent charges to be placed on the account. I refused to pay these bogus charges and now have been sent to collections because of their careless business dealings. I want the charges to be dropped and reimbursement for continued harm to my credit score.

  Business response

  05/12/2022

  To whom it may concern:
  Sunmark Credit union staff conducted an investigation in regard to the situation described by Mr. ****.
  Mr. **** had two transactions account ending **** from Door Dash on 6/28/2021, totaling $64.65.  These transactions were done on Summer ****’s card.  The members disputed the transactions as fraudulent and provisional credit was provided on 6/30/2021.  Mr. **** closed the account that same day.  At that time the account owners were informed there may be additional correspondence in regards to the dispute in the next 45 days before it was fully settled.  Communications were sent to Ms. **** throughout the dispute process. 
  The letter sent August 19, 2021 stated the merchant (DoorDash) was contesting the fraud dispute.  The letter requested further documentation be provided by September 2, 2021 in order to continue the dispute process.  It further states if additional information was not received by September 2, 2021, the investigation would be closed and the provisional credit would be debited from Ms. ****’s account.
  A letter dated September 9, 2021 stated the matter was considered resolved since additional documentation was not provided by Ms. ****.  That letter further stated the provisional credits would be debited from the account.   On this same day, Mr. ****’s account was reopened in order to reverse the provisional credit. 
  Consistent with Sunmark’s process the following communications took place.   Letters were sent 9/20/2021, 9/29/2021, and 10/11/2021.  On 9/24/2021 Sunmark spoke with the Ms. **** about the negative balance.  On 10/12/21 there was a conversation with Mr. **** that included the information the fraud dispute was closed due to no follow up from the member.  Mr. **** was told any further fraud dispute would be through DoorDash.  He was also told the negative balance could show on his credit.  Mr. **** stated he would sort it out.  On 11/5/2021 the member made a deposit, bringing the account balance to $0 and the account was closed.  Sunmark reported nothing concerning this account.
  On a separate account, ending 7690 Mr. **** had four non-sufficient fund (NSF) fees for $30.00 each that drew his account negative.  These fees were assessed on 1/25/2022, 1/27/2022, 2/3/22, and 2/27/2022 in relation to attempted payments to Discover. 
  Beginning 2/4/2022 Sunmark’s ODP department attempted communication.  This included letters on 2/4/2022, 2/14/2022 and 2/28/2022.  Calls and emails took place 2/9/2022, 2/22/2022, 2/25/2022, and 3/7/2022.  On 2/28/2022 the account was negative $119.94 and was sent to Transworld for collections.  On 3/11/2022 Sunmark refunded all fees associated with this account, totaling $135.00.  This brought the account to a positive balance of $0.06.  At that time we also updated Transworld to reflect the account was paid in full.  This account is still open and active.   
  With respect to both accounts, it was determined proper procedures were followed regarding the transactions, fraud dispute, negative balance, the way the account closing was processed, and the communications with account holders. 
  Based on Sunmark’s investigation of both accounts summarized above, we have concluded appropriate actions were taken in this situation. 
  Should you have any further questions or concerns please contact [email protected].

• Initial Complaint

  12/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September of 2021 Sunmark FCU reported a credit card late payment to the credit bureaus without ever notifying me I had a payment due. I called them and requested this to be fixed due to me clearly having the funds in my account to pay my bills, I simply did not know I had a bill due. They stated on a recorded line I did not receive notification due to me being a customer in good standing and did not show as at risk for missing a payment. They refused my request at which point I directed them to pay my credit card in full and cancel the card, again this is on a recorded line. In December of 2021 they again reported a missed payment to the credit bureau without notifying me. I called and was told since my last payment I had an additional charge processed and did not pay it. I informed them I was not notified, in which they claimed to email me. I also questioned why my card hadn’t been canceled in which the supervisor had no answer, but did state that due to the missed payment already being reported they can not remedy the credit bureau report.

  Business response

  12/31/2021

  12/31/2021To whom it may concern:Sunmark Credit Union staff conducted an investigation in regards to the situation described by Mr. *******.Mr. *******’s monthly statements indicate his balance and payment due.  In April 2021 Mr. ******* registered for electronic statements.  Each month an email was sent to the email address on file to indicate his statement was ready to be viewed and where to find it.  Mr. *******s activity indicates he has access to the system to view the statement. Mr. ******* made a payment on June 11th and the next payment he made was September 21st.  The payment made on September 21st satisfied the payments due in August, September, and October.   At that time the August payment was more than 30 days past due and was reported late to the credit bureau.  Mr. ******* paid his statement balance on October 11th.  Based on purchases made in October a minimum payment was required in November.  No payment was made until December 14th.  This was not made in the appropriate time frame to avoid being reported late to the credit bureau. Sunmark has no record of a Mr. ******* requesting his card be closed.  During a call with the Member Solution Center in December Mr. ******* referenced his card and stated it should have an available balance of $7500.  Indicating the card should still be open.It was determined that proper communication procedures were followed regarding Mr. *******’s monthly statement and attempt to collect past due amounts. Based on Sunmark’s investigation summarized above, we have concluded Mr. *******’s credit card delinquencies were appropriately reported to the credit bureau. Should you have any further questions or concerns please contact [email protected]. Jodi C****AVP of the Member Solution Center Sunmark Credit Union

• Initial Complaint

  07/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Due to COVID-19 a year ago I lost my small business . I’ve talked to my bank about my credit cards that I have with them several times stating I lost my income and Jus started a different small business not really doing well also because I started it during COVID 19. They call and herass me daily with at least 8 calls a day. Today I went to the bank and spoke to them about paying the truck tomorrow. They said that’s fine then towed my truck from my driveway that night. There explanation was they didn’t like how I talked to one of there people harassing my phone right after I just spoke with them at there bank. It has to be illegal to take someone’s work truck only 20 days behind on there payment that’s trying to provide for a family and work with the bank to resolve these issues. They stole my work truck like there the mob. Please help me. I have 2 daughters and a wife that depend on me.

  Business response

  08/03/2021

  To whom it may concern;  Sunmark Credit Union staff conducted an investigation in regard to the situation described by Mr. ******.   As of June 30th, 2021 Mr., ****** had two Sunmark VISA’s past due, one by 167 days and the other by 137 days.  His Sunmark auto loan was also due for 6/15/21.  As per his auto loan note disclosure, the 2018 **** *** will be used as a security interest in all present and future individual and joint accounts in the credit union, including VISA credit card accounts.  The Cross-Collateral notice is also in the credit card “disclosure and agreement” Mr. ****** received as part of his credit card opening documentation.  This information was reiterated during a phone call on July 6th with Mr. ******.  During that conversation he was reminded the truck was in jeopardy of repossession.  The truck was repossessed on July 6th, with further follow up on the 7th when the vehicle was redeemed.  It was determined that proper communication procedures were followed when attempting to collect on Mr. ******’s debt.  Calls and emails were not placed to him more than once every five days.
  Based on Sunmark’s investigation summarized above, we have concluded appropriate actions were taken in this situation.  Should you have any further questions or concerns please contact [email protected].

*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. ↩