ComplaintsforUniversity Federal Credit Union

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bank broke their own policy of cashing a check with out both signatures my signature was not on check of ******* with the symbol & on the check and since I don't bank there they said they are not fixing the issue. It is illegal to cash a government check with out both. As well against their own policy they broke .

  

  Business response

  03/12/2024

  March 12, 2024
  
  Better Business Bureau
  ****************************************************** 100
  ******, **  78754
  
  Re: Complaint ID ********
  
  Good afternoon,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding the check negotiated in the amount of $5,669.17.
  
  We apologize for any inconvenience this situation may have caused.  The US Treasury or IRS will be able to work with you to file a Missing or Forged Endorsement Claim to recover the funds. Once the claim is received by UFCU, we will correspond directly with them to fulfill the request. 
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation. 
  
  Sincerely,
  
  *************************, AAP
  Manager, Account Fraud ********************
  ********************************
  *************************
  *************************
  ************** Fax
  

  Customer response

  03/13/2024

  Complaint: 21408942
  
  I am rejecting this response because:
  *** issues is that you the bank did not follow the law of Federal Credit Union, as well as your approved policy s to abide by written and should be follow to maintain business as a Credit Union running. I understand how one would like to ignore this facts. But the Treasury, IRS, As well as the courts are dealing with what we have been INVESTAGATION as for your part of breaking up and running Federal Laws and policy by doing a cashing of check  to a janitor that used their check depoist mobile upload is between you and that said law breaking criminal with a large background in ********. But I reject the information We are dealing with that just fine That's how I knew it was your back by investigations with them in the check. Sorry to see confusion. I have also sent emails to the **** Chief ******** *** ************** Office, ************************ of *****. As well the BBB. So I would like to extend a simple way to fix the failure to comply with policy and laws by a tellers mistake of cashing a 2 party check with out approval or signature.

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

  

  Business response

  03/19/2024

  March 18, 2024
  
  Better Business Bureau
  ***************************************************************************************
  
  Re: Complaint ID ********
  
  Good afternoon,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding the check negotiated in the amount of $5,669.17.
  
  We apologize for any inconvenience this situation may have caused. The US Treasury or IRS will be able to work with you to file a Taxpayer Statement Regarding Refund, Form 3911 that can be found on their website:
  *****************************************.
  
  Once the claim is received by UFCU, we will correspond directly with them to fulfill the request.
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation.
  
  Sincerely,
  
  *********************, MBA
  Director, Fraud and ***************
  **********************************
  *************************
  *************************
  ************** Fax

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  University Federal Credit Union had a wonderful online platform, but they changed to a new platform 2-3- months ago. I have 4 issues about the transition and request 2 changes to be made as soon as possible. This is for our church checking account Issues: 1) the new platform did not transfer any of the hundred plus payees to the new platform; 2) all scheduled payments were also canceled without any notification, so we ended up being late on a number of bills; 3) Within the past 3 weeks UFCU has been starting to pay the scheduled payments that were dropped--I had already taken care of these late payments and not vendors are being paid twice; 4) The payor name at the top of the online billpay checks says OrgName with my personal address. There is nothing listed about the money coming from the church, and it is the church's account, not mine. Vendors do not know who is making the payment. The church is not the only one. We have received donations from UFCU accounts and not known who they are from. I reported this through their messaging on the platform as soon as I learned of the problem. Two months ago, I stood in line at the branck on a weekend with a copy of one of our paid checks to show the problem to UFCU and i left the copy with the representative to report it and get it fixed. I also called and reported this on the phone to a live person 3 weeks ago. Still nothing has been done to fix this and put the Account holders name and address at the top left of the online billpay checks. Requests: 1) STOP paying the old scheduled payments. It's too late and it is a problem for double payments now. 2. FIX the Account holder name and address at the top left of the checks that go out through online billpay.My suggestion for the next platform release is to make it a beta system that can be tested while customers have full functionality through the existing platform. The old platform was world's ahead of other bank platforms and now the new one is like a high school project.

  

  Business response

  02/01/2024

  January 30, 2024
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the recent UFCU digital conversion.
  
  I appreciate you taking the time to speak with me over the phone. As requested, I have emailed you my direct contact information for any follow-up necessary.Unfortunately, due to the account type your ****** and payment information was unable to be converted into UFCUs new bill pay system. The issue with bill pay check items displaying OrgName has now been corrected.
  
  Again,I apologize for any inconvenience this has caused you. Please feel free to reach out to me directly regarding any other needs you have related to this matter.
  
  Thank you for your membership.
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

  Customer response

  02/01/2024

  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

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to depositing a check into my account at my bank ****************** (1/4/23) when I was given a check from TitleMax (after months of it being cut) a young man in the bank, whom was a teller, advised me that $500 of the check would be released and the remainder would be released after a few days. So before leaving the branch, I had $500 in my account. On the next day, funds had began being removed from my account and I had $300+ in my account. But by the end of the day, my wife called me stating that my account was at a $-494. The $500 was retracted by the bank but they blamed it on TitleMax but after I spoke with TitleMax on 1/8/23, I was told by Titlemax that the bank is the one whom retracted my funds. This money, this check was for my mortgage payment. after speaking with both entities and supervisors on both ends, my wife and I are about to be out of $500 dollars, needed for my mortgage with no explanation. They won't change the account that the money is needing to be moved to. so I am out of money and may have a late payment for my mortgage. Its sad that the consumer has to suffer so much nowadays when people don't want to do their jobs.

  

  Business response

  01/29/2024

  January 12, 2024
  
  Better Business Bureau
  ************************************************************************************; 78754
  
  Re:Complaint ID ********
  
  Dear Member,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding a check deposit in the amount of $1,734.29.
  
  The original check deposit, completed at an ATM at our ************ Branch on January 4th, allowed a $500.00 immediate funds availability.  Upon review of the item the morning of January 5th, the full amount of the check was held and placed on hold with a release date of January 10th due to concerns that the check would be returned unpaid.  The hold released as scheduled on January 10th and the full amount of the check was then available for use.  A mortgage payment to Amerihome Mortgage cleared the account on January 12th.
  
  Please accept my apologies for any miscommunication regarding the check hold situation.  If you were assessed any fees at Amerihome Mortgage in relation to the check hold, please provide UFCU with documentation of those fees from your mortgage statements. We would like the opportunity to provide reimbursement of any late fees if this situation resulted in the assessment of those fees.
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation. 
  
  Sincerely,
  
  *************************, AAP
  Manager,Account Fraud ********************
  ********************************
  ************************
  ************************
  ************* Fax

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UFCU recently reinvented their electronic banking tools and the result is chaos. There must have been no user acceptance testing because the app and the website are no longer intuitive and functional. I have contacted UFCU about the issues several times, getting only spinspeak and flowery prose in response. My payments have been late when using bill pay and some do not go through at all. It is unclear if upper management is aware of the extent of the problems with the new modifications or how seriously these are impacting their members. They must be reading only the positive comments on the app stores, Reddit, etc., if they have made any effort to gauge the intensity of the impacts to members at all. I suspect any positive comments have been posted by the developers or the credit union IT staff, not members. I have been with this credit union for ages and I have never seen UFCU management tolerate such flagrant impacts to its members in the past. The flaws are now so significant that I am concerned about the security of my electronic transactions. Reverting to the previous app and website would be an improvement. UFCU should rectify the situation and stop expecting its members to figure out how to operate and workaround a disfunctional electronic banking system. I dont really want to change credit unions to pay my bills and transfer money, but doing this safely and efficiently ELECTRONICALLY is crucial for modern money management be it business or personal.

  

  Business response

  01/10/2024

  January 10, 2024
  
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the recent UFCU digital conversion.
  
  As requested, I have passed along your information to be considered for any upcoming UFCU digital research sessions. I verified that your transfer payment was completed within the mobile app and that the late fee was waived. Please ensure that all information is updated for any unverified billers before making those payments as we discussed.
  
  I appreciate you taking the time to speak with me over the phone. Again, I apologize for any inconvenience this has caused you. Please feel free to reach out to me directly regarding any other needs you have related to this matter.
  
  Thank you for your membership.
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

• Initial Complaint

  01/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  UFCU moved to a new system and has ignored all my attempts to gain clarity on how to verify the account. I waited 30 minutes on one call and 45 on another only to have them hang up on me when it was my turn. Emails have gone unanswered requesting an alternative way to verify the account. This ********************************************* has also SLOWED the time it takes to get balances updated and fails to show the real-time balance that it was able to do for over a decade. My checks are also not being approved and deposited into the account with the speed before the switch. The app sometimes works and sometimes doesn't. I have to often re-register.

  

  Business response

  01/09/2024

  January 9, 2024 
  
  
  Better Business Bureau
  ********************************************************************************
  
  
  Re: Complaint ID ******** 
  
  
  Dear Member, 
  
  Thank you for contacting UFCU regarding your recent concerns with online banking and your account servicing.
  
  I would love the opportunity to have a conversation with you about your feedback on the new platform.  We understand there are some friction points as we work to continually improve this new service.  We ask for your patience during this time, but also seek to find ways to directly improve the experience that you are receiving.
  
  I apologize for any inconvenience that you may have suffered during our transition to the new digital platform and, as a result, I have attempted to reach you for further discussion.  If you would like to connect with me directly for any questions or concerns related to this or any other matter, please do not hesitate to contact me at ************************ or via email at **************************************.  Thank you for your consideration. 
  
  
  Sincerely, 
  
  *********************************** | Manager, Member Services 
  University Federal Credit Union 
  PO Box **** |?******, ** 78766 
  ****** *************************?|?f ************** 
  ********* ************** |?** Toll-free?************** 
  ************************************** |?ufcu.org 
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UFCU recently discontinued their mobile app and made customers sign up for a new one. The old app would give users a way to see if bills paid through their system had been deducted from their account balances. The new app not only does not show pending payments, but also now takes 11 days or more to process bills paid. This leads to confusion as to whether a bill has been withdrawn from the account. After over a week has passed, the bill is withdrawn without any notice, and because so much time has passed, customers who reasonably assume the amount had already been withdrawn are faced with surprise debits, and "courtesy pay" fees. I have spoken to them several times about this and they shrug and say they cant fix the problem. So now without any way of knowing if the debit has been made, we are forced to guess when determining how much is left in the account. For clarification, once the bill pay is made, the bill itself shows paid, and completed immediately, but the money is not withdrawn. This seems almost a deliberate attempt to confuse customers and force these fees.

  

  Business response

  01/03/2024

  January 3, 2024
  
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  In August 2023 UFCU started a staged approach converting online and mobile banking systems, including money movement services for membership. Communications were sent out via email informing the membership of the upcoming changes and how to enroll in UFCUs new systems.
  
  Due to current system design, there is no longer a scheduled transactions section within the main screen of online banking, and Bill *** check items are now deducted from members accounts once the ****** negotiates the check. Our new process works the same way as if the member wrote a check from their personal checkbook, following the normal check processing procedure.
  
  I appreciate you taking the time to speak with me over the phone to help explain our recent conversion and better address your concerns. Again, I apologize for any inconvenience this has caused you. Please feel free to reach out to me directly regarding any other needs you have related to this matter.
  
  Thank you for your membership.
  
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

  Customer response

  01/03/2024

  Complaint: 21072441
  
  I am rejecting this response because: The system may act as if it were a transaction made via a personal check, but the system immediately shows the bill as paid, even offering the client the option to download proof of payment. Nowhere in the system does it show at that point that the money has not been withdrawn. This coupled with the very long processing time, leads customers to have no way of knowing if a check has been withdrawn or not between the time it is sent and the time the funds are withdrawn. This is unacceptable as several payments Ive made have taken over a week (most recently one took 11 days) and during that time there is no indication that the funds havent been removed from the account. This system seems designed to confuse customers and force them to face "courtesy pay" fees when a simple note on the payment letting them know the funds have not actually been withdrawn would relieve this whole problem.
  UFCU needs to add some feature that will show whether a bill payment is still pending or actually paid.
  
  Regards,
  
  ***************************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date Opened 12/01/2015 12/01/2015 12/12/2015 Terms 0 75 75 High Balance $0.00 $19,250.00 $19,250.00 Past Due $10,884.00 $10,884.00 $10,884.00 Payment Status Collection/Chargeoff Collection/Chargeoff Collection/Chargeoff Fair Credit Reporting Act declares this account be deleted ASAP. PLEASE HELP

  

  Business response

  12/29/2023

  December 29, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  The above referenced matter does not specify a particular loan, however based on the open date and high balance you noted in your letter our response here is answering in reference to a 2011 Lexus loan in your name for which University Federal Credit Union has provided negative information to the ************************************ (CRAs, or Credit Bureaus). We conducted a thorough review of loan documents and transaction history on this loan. We find that the payment histories we have reported to the CRAs are an accurate reflection of our records pertaining to payment history on the loan.We believe we are in full compliance with all applicable federal and state law including the Fair Credit Reporting Act with respect to the origination,billing, and reporting of your loan which requires us to report the charge off status for up to 7 years from the status change which occurred on 1/30/2019.After 7 years from that date this reporting should then be removed by the credit bureaus.
  
  During our current review, we note that you previously disputed that account information as being inaccurate for this loan through the CRAs. Our investigations of those disputes concluded that the terms and payment history is correct. In the absence of further information or credible evidence of fraud, or errors we must conclude the loan and our reporting of it remains valid.
  
  Please reach out to our collections department and let us know if you have questions, concerns, or if you need additional information or assistance in this matter.
  
  Sincerely,
  *********************
  
  *********************
  Assistant Manager, Collections
  **********************************

  Customer response

  01/02/2024

  Complaint: 21055240
  
  I am rejecting this response because:
  
  I have been looking and checking my credit constantly these past few months. Neither one of the 3 credit bureaus are reporting the same dates nor the same balances and that goes against my rights if the information being reported is not 100% accurate. I have attached one of which goes against your previous statement about the date being opened or reported. 
  
  Regards,
  
  *****************************

  

  Business response

  01/12/2024

  January 9, 2024
  
  Better Business Bureau
  **************************************************************************************
  
  Re: ******************** ID ********
  
  Dear Member,
  
  We have again reviewed our records related to the above referenced matter. We conclude our records are an accurate reflection of the transactional history we have reported to the national consumer reporting agencies (CRAs or Credit Bureaus). The smartcreditsummary provided with your rejection of our first response contains 10-line items of historical information about your account relationship with us. Our records precisely match each of the 10 items. Moreover, we have reviewed the files we send to the CRAs each month and can confirm the data we send to them also matches our records and the smartcredit summary provided with your rejection. We state categorically with 100% confidence that our records are accurate, and that our credit reporting has been both accurate and timely.
  
  We cannot speculate why your experience suggests that the CRAs are reporting different information. Our recommendation is that you ask that question of each of the three national consumer reporting agencies. We have confirmed we are sending,and have been sending, each CRA duplicate copies of the same reporting file. We further confirm that the data we are sending, and have been sending, to the CRAs is an accurate reflection of the transactional history of your account relationship with us. We believe our credit reporting is in full compliance with the Fair Credit Reporting Act (FCRA), and all other applicable federal and state law and regulations.
  
  If you have further questions, I invite you to contact me directly. Perhaps together, we can arrive at a mutually satisfactory conclusion.
  
  Sincerely,
  ***********************
  Manager,Collections
  ***********************
  ***********************************          

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 7th, I opened a dispute on Experian in regards to why my prior auto loan with UFCU didn't reflect the total credit history length of my account. December 11th, they just deleted the account completely off my credit report. A completely on-time paid auto loan that built my credit initially to 740 was just removed for no reason.Report Number; ************

  

  Business response

  01/05/2024

  December 29, 2023
  
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for contacting UFCU regarding your recent concerns with your Experian credit report. We were able to locate a loan in our system using the credit dispute control number you provided, Report Number **********.
  
  After conducting a thorough review of recent activity, we were able to confirm we did in fact mistakenly delete the tradeline reporting of this loan and your payment history. As of 12/28/2023 we have corrected this error, once our update is processed all details including the origination, billing, and reporting of this loan will be fully restored and reporting accurately.  Depending on the credit bureaus processing time this should be completed within the next 30 days.
  
  I appreciate you allowing us the opportunity to correct this matter and apologize for any inconvenience that you may have suffered due to our error. Please let us know if you have questions,concerns, or if you need additional information or assistance.
  
  Thank you for your membership.
  
  Sincerely,
  *****************************
  Sr Collections Manager
  ***********************************

  Customer response

  01/21/2024

  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.

  But I do ask one thing though from UFCU, to please report this loan's history to all three credit bureaus, please and thank you.  
  
  Regards,
  
  ***************************

  Customer response

  01/31/2024

  Complaint: 21049814
  
  Day 31, after the 30 day window you asked for, after it took BBB to reach out just to get a response to fix my credit that you haven't even been accurately reporting for quite some time in terms of credit length and payment history. It wasn't even registering on Experian for Idk how long until I noticed it. December 29, 2023 Better Business Bureau *********************************************************************************** Re: Complaint ID ******** Dear Member, Thank you for contacting UFCU regarding your recent concerns with your Experian credit report. We were able to locate a loan in our system using the credit dispute control number you provided, Report Number **********. After conducting a thorough review of recent activity, we were able to confirm we did in fact mistakenly delete the tradeline reporting of this loan and your payment history. As of 12/28/2023 we have corrected this error, once our update is processed all details including the origination, billing, and reporting of this loan will be fully restored and reporting accurately. Depending on the credit bureaus processing time this should be completed within the next 30 days. I appreciate you allowing us the opportunity to correct this matter and apologize for any inconvenience that you may have suffered due to our error. Please let us know if you have questions, concerns, or if you need additional information or assistance. Thank you for your membership. Sincerely, ******************************** Collections Manager ***********************************
  
  Regards,
  
  ***************************

  

  Business response

  02/05/2024

  February 5, 2024
  
  
  Better Business Bureau
  *************************************************************************************
  
  
  Re:     Complaint ID ********
  
  
  Dear Member,
  
  We have received your letter dated 1/31/2024 regarding the above referenced BBB Complaint. After reviewing our credit reporting for ******* and February 2024,we can confirm the loan in question is reporting to all three national consumer reporting agencies (CRAs, or credit bureaus). We can also confirm the data being reported to the CRAs is accurate and consistent with our detailed loan records.
  
  As a furnisher of data to the CRAs, our responsibility under the federal Fair Credit Reporting Act (FCRA) is to provide timely and accurate information. We have previously acknowledged our error in deleting a tradeline for you and have subsequently restored that reporting. As noted above, we confirm here that reporting to the CRAs has resumed and is accurate. As noted in our earlier correspondence, our experience is that CRAs generally pass through their systems newly furnished data within 30 days or so, but exactly how and when they do is beyond our ability to control.
  
  As a measure of good faith until the CRAs make the data we have furnished to them available to their customers, we offer to confirm in writing the substance of our revised reporting and the current status of your loans to any creditor you may wish to have that information.
  
  Please let us know if we can be of further assistance.
  
  Sincerely,
  
  ***********************
  Manager,Collections
  ***********************************

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UFCU dramatically changed its online banking platform a couple of months ago. In the process, it failed to send my mortgage payments that I had long scheduled and it deleted payees from my account, gave me incorrect information on how to reenter them, and much more--leading to my being assessed over $200 in penalties or interest, needing to spend hours contacting my creditors and waiting on the phone (usually unsuccessfully) for help from UFCU, only to continue to have unresolved issues. When I first realized the scheduled payment had not been sent, I immediately wrote with questions on the portal and did not receive a response for over three weeks--and that was only after I finally got someone to call me when I responded (several times) to a generic email the credit union sent saying all problems were resolved. I had tried to call several times before that, only to hear a recording saying that there were between 30 and 65 callers ahead of me. I now have new unresolved issues--they have actually gotten worse because of the consequences of misinformation that I was given. Again, no one answers the portal messages. I did get through to someone on the phone yesterday for an urgent matter, but the issue remains unresolved despite assurances that it was escalated and fixed. There is no way to talk with a manager so I am, for the first time in my life, trying the BBB. This is such a shame because I really believe in credit unions and have been with this one for a very long time. I am moving most if not all my business elsewhere but I do need a knowledgeable person with the credit union to resolve some matters with my account.

  

  Business response

  12/27/2023

  December 26, 2023 
  
  Better Business Bureau
  ************************************************ 100
  ******, ** 78754
  
  Re:Complaint ID ******** 
  
  Dear Member, 
  
  Thank you for contacting UFCU regarding your recent concerns with online banking and your account servicing.
  
  We saw that you were able to reach a manager from our member services team on December 21st and discuss the issues that occurred on your account.  Although your initial concern was successfully taken care of, I would still love to talk to you about any additional concerns you may have with our new platform.
  
  Again,I apologize for any inconvenience that you may have suffered during our transition to the new digital platform and, as a result, have attempted to reach you for further discussion.  If you would like to connect with me directly for any other questions or concerns related to this or any other matter, please do not hesitate to contact me at ************************ or via email at **************************************. Thank you for your consideration. 
  
  
  Sincerely, 
  
  *********************************** | Manager, Member Services 
  University Federal Credit Union 
  PO Box **** |?******, ** 78766 
  ****** *************************?|?f ************** 
  ********* ************** |?** Toll-free?************** 
  ************************************** |?ufcu.org 

  Customer response

  12/28/2023

  Complaint: 21039282
  
  I am rejecting this response because:
  

  The manager I spoke with did NOT resolve most of my issues. I only spoke with her about a need for an immediate stop payment on a check that the Credit Union sent to the wrong address. And getting through to her took begging a customer service person who was quite reluctant to pass on the call. Many questions are still waiting in the secure portal, which I was told by an auto reply would be answered within two days. Many of them have been sitting there for weeks.

  I am also dealing with penalty fees from two different sources due to the late payments.

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

  

  Business response

  01/03/2024

  January 3, 2024 
  
  
  Better Business Bureau
  ************************************************ 100
  ******, ** 78754
  
  Re:Complaint ID ******** 
  
  Dear Member, 
  
  Thank you, again, for contacting UFCU regarding your recent concerns with online banking and your account servicing.
  
  I appreciate the concerns that you communicated to me during our conversations,and the opportunity given to address those items.  As these immediate issues have been addressed, I will continue to work with you on any ongoing pain points that you are experiencing.
  
  Again,I apologize for any inconvenience that you have suffered and look forward to continuing working with you to handle any items that *** be presenting a challenge.  Any time you need to reach me directly for any other questions or concerns related to this or any other matter, please do not hesitate to contact me at ************************ or via email at **************************************. 
  
  Thank you for your membership.
  
  
  Sincerely, 
  
  *********************************** | Manager, Member Services 
  University Federal Credit Union 
  PO Box **** |?******, ** 78766 
  ****** *************************?|?f ************** 
  ********* ************** |?** Toll-free?************** 
  ************************************** |?ufcu.org 

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had over $1000 of fraudulent charges on my ufcu credit card. The first time I called and informed them they told me they could t do anything about it even though they have a 100% cc refund policy. I recently contacted them again and had a lengthy conversation and was assured my funds would be returned the next day. Weeks go by and I see no refund. I call up to inquire whats the hold up and the employee in the fraud **** says there is no pending dispute and no information at all on my previous interactions. How is this even possible? The guy could only apologize, he wouldnt transfer me to someone who could give me answers just said sorry nothing can be done but go through the entire process again. So it can be ignored and trashed again?! 100% guaranteed dissatisfaction. I have had problems with them slamming me with fees and charges as well like hundreds maybe thousands of dollars worth.

  

  Business response

  12/18/2023

  December 18, 2023
  
  Better Business Bureau
  **************************************************************************************
  
  Re:Complaint ID #********
  
  Dear Member,
  
  Thank you for reaching out to UFCU regarding your most recently closed dispute case initiated on November 27, 2023 for two transactions from April 6, 2023. UFCU is bound and required to abide within Regulation E, and **** Regulations, when processing all chargebacks on behalf of our membership. Per **** Regulation, dispute notifications must be received within the required timeframe of 60 days from the statement date, which unfortunately resulted in the denial of your claim. 
  
  However, in our research, we believe an error occurred when you originally contacted UFCU on April 11, 2023 to file a claim. At that time only one transaction was disputed resulting in a credit being posted to your account for $257.55 on April 12, 2023. As the other two transactions should have been included in the original dispute, we have provided final dispute credit to your account for the remaining transactions, totaling $772.35.
  
  If we can help you further understand this process, please let us know as we are happy to stay ahead of any concerns in the future.
  
  We value your membership greatly and thank you for the opportunity to help clarify the process around your dispute claim.
  
  
  Sincerely,
  
  ***************************** | Asst ******* Card Servicing
  
  University Federal Credit Union
  

*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. ↩