ComplaintsforKemba Credit Union, Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In late November I used our Kemba Credit card to pay for a **** for vacation. By January we had not gotten a bill, so ****** called Kemba and told them he had not gotten billed. The rep explained there had been a billing problem and no bills had went out yet. ****** said he didn't want to be late with his payment and paid the full amount of $1947.20 out of his checking account and got a ref#. He asked if there would be any late payment etc. The rep said no considering it was there error. We heard nothing from Kemba and made no other charges. On April 4th we got not a bill but a past due notice stating $10 is now due, and could be paid by phone or online. When we called Kemba they said we owed interest charge of $22+, we explained we had not been billed and paid by phone the full amount owed. ****** has been with the credit union for approx. 26 years, had loans, credit cards and savings account, never missed a payment. A lady named Porsha said the minute we used their credit card they start adding up interest. I told her I had used the card many times over the years and never paid interest unless the total was not made by the time the bill was due and we had been with the company for several years. We are seniors, ****** is a veteran and handicapped can't you wave this fee. She didn't want me to talk, she kept interrupting me and saying we owed this bill and should have paid it on line. I told her we have never paid a bill online. I pay by phone or at the credit union. I ended up letting her take the $22 out of my savings account. She did not give me a reference number or anything. I feel Kemba took advantage of a couple of seniors and with our extensive credit with them the could have least tried to work out a solution.

  

  Business response

  04/11/2024

  We appreciate the opportunity to respond to this complaint and resolve the service concerns that you experienced in obtaining assistance with your credit card account.  Upon receipt of your complaint, we launched an internal review of our service touch points and found that we did not provide you with accurate information, thus causing interest to be charged on your account.  This has been remedied and the interest charged on your credit card account has been removed.  We also understand that you have spoken with a team member regarding the situation in greater detail and the service concerns have been satisfactorily resolved. 
  
  Once again, we thank you for calling attention to your service concerns and invite you to contact us directly if we can be of further assistance.

  Customer response

  04/17/2024

  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. 
  
  Regards,
  
  ****** ***** *** ******* ******
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their mobile app for card controls does not work properly. I cancelled 2 debit/credit cards 12 days ago. When you cancel a card it asks if you want a replacement..yes! I called Kemba today and they say there is no record of issuing a replacement. Now I have to wait another 7-10 days for cards. This happened to me once before and I told them the same thing , that it asks if you want a replacement , yes! The lady then expedited my card. So, I ask the lady today, it’s been almost 2 weeks something isn’t working properly. “Well I’ll reissue it will be another 7-10 days. So I asked if they will expedite because it’s been almost 2 weeks. Her answer was yes but it’s 25 per card. I gave in and said yes until she said it would still be 5-7 days. Then why waste my money?? When I had this SAME issue last time they didn’t charge and expedition was 3 days. They need to get their crap working right if they expect people to use it. That’s the whole idea right? So you don’t have to talk to a live person. Over it!

  

  Business response

  04/02/2024

  Dear *** ***,
  
  We appreciate the opportunity to respond to this complaint and resolve the service issues that you experienced, as that is not in keeping with our member service standards.  Upon receipt of your complaint, we launched an internal review and found a coding error which erroneously kept your card from being reissued.  We have since corrected this error and thank you for calling attention to this issue.  At this time, our records indicate that your card has been reissued.  Once again, we thank you for calling attention to this situation and invite you to contact us directly if we can be of further assistance.
  
  Respectfully,

  Customer response

  04/03/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ***
  

  Customer response

  04/08/2024

  They didn’t address the issue about trying to charge me to expedite the cards even though they admitted there was a coding error.  After 3 weeks I have now received my cards.  You can close out the complaint.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Have been a long time member of Kemba credit union and have been paying my auto loan through them online for almost 5 years. After experiencing a financial hardship they now treat me like I have wronged them and turned off access to my online account without notifying me first. I now have to jump through hoops just to make my loan payments. I call and the girl who answers the phone tells me the system is down she can’t make the payment so I have to call back. When I call back, I’m told the system wasn’t down the girl just didn’t know how to handle the payment. I should not be given the run around or be made to jump through hoops to repay a loan. I have other things I need to do I can’t spend all day trying to get one thing done because they want to treat me like I’m beneath them.

  

  Business response

  09/19/2023

  Dear Ms. *********
  
  We regret that you have experienced difficulties in making a loan payment and obtaining access to your account information online.  Our research indicates that due to your account and membership status, you may not access your account online.  The information provided via online access may be misconstrued by some as an attempt to collect a debt.
  
  We understand that you have garnered the direct extension of our Member Service Support Team, who have the elevated access required to provide you with account information.  These staff members will be happy to assist you with any ongoing account inquiries you may have, including balances and last payments received.  In addition, we understand that you have been provided instructions to make loan payments electronically as well.  
  
  Thank you for the opportunity to respond to your concerns.
  

  Customer response

  09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  If the issue with my online access is due to you not wanting to be accused of collecting a debt then you should be able to reinstate my online access after my bankruptcy was discharged. That is not the case as I’ve been told by multiple people that the reason for the access being removed is due to a charged off loan. The loan was not charged off it was included in my bankruptcy so that is an irrelevant topic and treating someone badly due to a financial hardship is a poor way to do business. I continue to receive emails about e statements that I can not even see because I don’t have access to my online account anymore  

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

• Initial Complaint

  07/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went on a road trip and came back on Friday June 23, 2023. When I attempted to use my card the next day it was locked. I called customer service and was rerouted to an automated phone systems that could not comprehend the phone commands and continued to disconnect the phone calls. I was prompted to press 1 for English and the system would not understand my response. I am upset that there is not any assistance on the weekends after hours to unlock my card. I am not able to access money and need to purchase food for my home. I will be into the bank Monday Morning to have a discussion. I should be able to access my money at anytime.

  

  Business response

  07/24/2023

  
  Date: Mon, Jul 24, 2023 at 12:09 PM
  Subject: Complaint #********
  
  Hello *********,
  
   
  
  This email is a follow up to our conversation this morning to request a removal of the above complaint number #********. We have confirmed that the complainant is not a member of KEMBA Financial Credit Union of *******, Ohio, but a member of Kemba Credit Union of Cincinnati.
  
   
  
  We have reached out to their member who also confirmed the same.
  
   
  
  Thank you,
  
   
  
  Evelin A************
  
   
  
  Director of Member Engagement
  
  ###-###-####
  
  ###-###-#### 
  
   
  
   
  

  

  Business response

  07/27/2023

  Dear *** ********:
  
  We regret that you were unable to obtain satisfactory assistance through our service provider regarding your debit card.  Our research indicates that your debit card was temporarily blocked due to too many failed PIN attempts.  As a precautionary measure, a temporary block was put into place to protect your account.  Reversal of a blocked card status is limited to certain levels of authority after proper verification of the member is obtained.  Unfortunately, due to the service issue, we were unable to authenticate your account to remove the temporary block. 
  
  A review of your account indicates that the matter was resolved upon speaking with a staff member and your card has been successfully used since you filed this experience summary. 
  
  We sincerely apologize for the frustration you sustained while your debit card was temporarily blocked. 
  
  Thank you for your continued membership with Kemba Credit Union.  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kemba credit union processes a payment on 2-22-23, and the account becomes overdrawn because they hold checks and electronic deposits, bounce your item and them take the money put into the account before next business day. I realize my account was overdraft before the start of business and I electronically transferred $150 into the account. They charged me a bounce fee and then immediately charge the amount of the transaction. Not to mention I had my $9,239.52 tax return entered into the account after they bounced the check. Kemba needs to be investigated because Fifth Third and US Bank had massive fraud lawsuits over these shady business practices. If Kemba is stealing money out of my account, you can believe they are doing this to others. The $150 was in the account before the opening of business. They also knew $9,239.52 was pending to go into the account and charged a bounce fee of $28 illegally by holding that deposit. This is fraud and needs to be investigated. Banks are not allowed to hold transactions to bounce checks to collect a fee to pad their pockets. I have filed a complaint with the Ohio Attorney General about illegal banking practices. I want my $28 refunded, but I want an investigation launched into Kemba. This is fraudulent activity by this bank to force overdraft charges when they know money is pending. This deserves a look by the Attorney General's office for fraud. Other banks in Cincinnati have been caught doing this same thing. This isn't the first time Kemba has done this to me. I am requesting the $28 be refunded and a full investigation be launched. You can clearly see the money was deposited by 8:28am before the start of business. They then immediately process the payment they bounced and keep the overdraft fee. Then they add the $9000+ check hoping I won't catch it. I didn't catch it until I reviewed my statement. This is an illegal practice of holding money from customer accounts, to charge a late fee, and hope they don't notice.

  

  Business response

  03/07/2023

  Dear ******* ******:
  
  We regret there is confusion regarding the timing of the mentioned transactions posting to your account on February 22, 2023.  A detailed review of your account shows that these transactions were received by the credit union throughout the day on 2/21/2023 and 2/22/2023 and not all at one time.
  
  We receive transactions from a variety of sources throughout the day.  Specific to your complaint, an ACH file was received after 6:00 PM on 2/21/2023 and another ACH file was received at 3:11 AM on 2/22/2023.  These files included three different payment authorizations for your account, for posting on 2/22/2023.  Both files were processed at 7:01 AM on 2/22/2023.  At that time, there were not enough funds to clear one of the items. 
  
  At 8:28 AM on 2/22/2023, you authorized, and we posted a deposit through your debit card.  Additionally, at 8:54 AM on 2/22/2023, we initiated a repost of unpaid ACH items.  During the repost and due to the deposit being made, there were sufficient funds for the previously unpaid item, and we were able to subsequently clear the item.  
  
  At 3:51 PM on 2/22/2023, we received another ACH file, with a settlement date of 2/23/2023.  This deposit was posted on the afternoon of 2/22/2023.
  
  In summary, at the time the first three payment authorizations mentioned above were received and processed at 7:01 AM on 2/22/23, there were not enough funds in your account to cover all three payments.  The subsequent deposits mentioned in your complaint were received after these first three payment authorizations had already been processed.   We encourage you to verify that funds are in your account prior to authorizing transactions through other companies, as it is possible to have those items be presented to your account differently than what you may have intended. 

  
  We appreciate your continued membership with the Credit Union. 
  
  Thank you

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2018, I lived in **** and entered into a loan to purchase a **** **** ******. In 2019, I moved to ***** ******** and the title was transferred here. On 5/3/2022, Kemba recorded the final payment for the loan and it was closed. Just prior to that time I received the title from the State of ***** ******** and it shows the First Leinholder as Kemba Credit Union. To remove this, I need a Satisfaction of Lien from Kemba (a hard copy document). I have called Kemba on 5/3, 6/15, 7/6 and 7/15 to request this document. I am told this has to come from the Title Department, which does not have a phone number and my message will be conveyed to them. To date, I have not received this document nor any phone call to explain why I have not.

  

  Business response

  07/30/2022

  Dear *** ********:
  
  We sincerely apologize and acknowledge there was a breakdown with our internal communication channels in processing your lien release requests for your ***** ******** title.  When your loan was paid off in May 2022, we identified that the title was an Electronic Title.  Generally, for out of state titles, we order paper copies of titles as a courtesy to our members, as we aren’t familiar with the title process in those states.  We order the paper title first, because once our lien is released, we are no longer able to help members obtain paper title copies.   In this case, we ordered a paper title for you, which was mailed and received in May.  Unfortunately, while we did have the title sent to you, we failed to properly process the lien release against the title.
  
  Upon contacting us, your case was escalated to our Director of Lending, who researched your situation and spoke with you on July 25, 2022.  In that call, he obtained additional information and provided you with options for immediate resolution.  We appreciate your cooperation in providing the necessary title information so we could process and overnight your lien release the same day. 
  
  We sincerely apologize for the frustration you sustained as we erred in processing your lien releases for your ***** ******** title.  We have conducted an internal review of our processes and implemented updated protocols as a result.  Should you need further assistance with your account, please utilize the contact information previously provided, for immediate resolution.  Thank you for your patience as we resolved your situation.  

  Customer response

  08/02/2022

  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. While I am disappointed that the business took so long to resolve my complaint, I am happy that this matter is now settled.  
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  01/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered items from 2 businesses. I returned part of the orders to the businesses. Neither disputed the returns.One order was for an $87 return and the other for an order of $49.97. They returned the money as a "deposit" to my account. I waited a month for it to resolve it t my debit account. As I had not received it I called Kemba and no it had not been put into my acct. So I called both the companies. ( as it turned they are both owned by the same company). The payments were deposited into my account in November 2021. So I called Kemba and talked to the main branch and got the same answers as before on my first call. Then I called my local branch and talked to a helpful gentleman who called me back with the explanation. That explanation was the money returned was put in as a DEPOSIT. It should have been put in as a TRANSFER. I promptly called the company and explained to Peter that they had to put the money in as a TRANSFER and not a DEPOSIT. He said in his 13 years of working in this department he had never heard of this and they ALWAYS just DEPOSIT the refund. So here I sit with no refund in my debit account. I think I need some help.

  

  Business response

  01/12/2022

  We recognize our member’s concern and frustration regarding the credit due to them from a previous merchant purchase.  A thorough review of the account shows the debit card used to purchase the items initially, was identified as lost and blocked prior to the refund request.  Based on the information provided, a “deposit” credit was issued and rejected through the card network because the card was no longer an authorized device.  Those funds were never received by the credit union for processing to the member’s account.  If the funds had been processed by the merchant as a “refund”, the credit would have been presented to the member’s account.   The merchant is still in possession of the member’s funds and should provide the credit in another form, such as processing as a refund or issuing a check for reimbursement.  If the merchant is unable to resolve, we would need specific information from our member to attempt to dispute for non-receipt of credit.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My phone was stole by some kids that purchased a ***** ****** ticket from my ***** *** & I tried to refund it ***** ****** told me to contact my bank and I did. And when I filed the dispute it was approved for my money back ($66.98) but a week later it was taken out my account … & I’ve been going back and forth with kemba and they are not really doing anything to help.

  

  Business response

  11/02/2021

  We regret there is confusion regarding the dispute process for Debit Card transactions.  Dispute rules require that Kemba Credit Union provide provisional credit within ten (10) days of submission of a formal and signed dispute.  Our investigation indicates the purchase was made via a tokenized platform – ***** ***.  Because the transaction was deemed authorized under the debit card rules, the provisional credit was reversed.   
  
  We advise you to dispute the transaction directly with Kings Island or ***** ***, and further recommend that you change your ***** *** credentials.
  
  

• Initial Complaint

  10/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kemba credit union chooses to hold my deposited paychecks even though they have already noted on my account that my paycheck should not be held. However anytime I mobile deposit my check the funds are held. I discussed this with one of Kemba's executives at the end of last week, Duane S*******, who was not responsive to my concerns nor took any action to release the held funds from my paycheck, and now Kemba has overdrawn my checking account and charged me overdraft "convenience" fees. How convenient that they hold my money and then pay my bounced charges for me because they won't let me have access to my funds. Exactly how long do I have to wait for my funds to be released because I deposited that check like 5 or 6 days ago?

  

  Business response

  10/12/2021

  *** ***** contacted the credit union after regular business hours on Friday, October 1, 2021.  A general discussion regarding the credit union’s policy on deposit holds occurred.  During the call, no request was made for a release of funds from a mobile deposit made earlier in the day.  Pursuant to Regulation CC, as well as the credit union’s mobile deposit disclosure, the first $225 of a mobile deposit is available immediately upon deposit and the remaining funds are held for 2 business days.  Funds from *** ******* mobile deposit were scheduled for release at midnight, October 5, 2021.  In the interim, *** ***** contacted the office on October 4, 2021 regarding the release of the held mobile deposit funds.  As a courtesy to *** *****, those funds were released and fees associated with the hold were immediately refunded.   

  Customer response

  10/18/2021

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

  Customer response

  10/26/2021

  I called the credit union to complain my check was being held.  If that isn't a request to release the funds I don't know what is.

*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. ↩