ComplaintsforNeighborhood Credit Union

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was current on payments and insurance also having gap insurance My truck was stolen and damaged Insurance nd gap was denied while Im still payin

  Business response

  05/06/2024

  The collateral in question had been placed out for repossession when our repo company found that the unit was totaled and burned.Our ********************** filed a claim with State National (our Collateral Protection vendor) and denied the claim as ************** had insurance coverage through Progressive. After speaking with State National it was relayed to Neighborhood Credit Union that Progressive denied the claim due to non-cooperation in sending information that was requested during the claim. ************* needs to reach out to Progressive and give the necessary information to them to get this resolved. In the meantime, he is still responsible for making payments on this auto loan until everything is finalized.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The customer service isnt good, they overcharged my account when I requested them not to

  Business response

  05/06/2024

  From our research and discussions with the member it shows two *** (Electronic Cash Management)payments were made by *************** when she only intended to make one payment.
  

  Neighborhood Credit Union was able to reverse one of the *** payments but as we were in the process of reversing the payment, *************** also disputed the second payment with her other financial institution.
  With both payments being voided and sent back, there is still a payment due as of April 25, 2024.
  
  We are more than happy to provide a skip-a-pay to help alleviate stress to *************** or take another payment to satisfy her April payment to get this issue resolved.

  
  

• Initial Complaint

  04/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  *************************** does NOT live at this address. Please update your ****** records. She seems to be on ********* Contact her there and stop sending your junk to my home!!!

  Business response

  04/23/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience and will update our records accordingly. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I opened a dispute for a Planet Fitness charge back in Sept. for a charge that occured in Sept. The documentation proof that I sent NCU was dated both May (emails to Planet Fitness) as well as cancelation contract dated for early June. My case still has not been resolved and I have received no written response or call since Nov. which only asked for the same information I had sent previously. I have called within the last week to check on status and keep getting various explanations as to why the credit back has not taken place. When asked why have I not received anything written via mail or email they said they would, but did not. According to FCBA this not in accordance to resolutions of disputes and requests for credit back. Now they are saying today via phone they are giving the Planet Fitness another 30 days from today to respond to documentation they declined. Frankly I'm having a hard time trusting that now especially since I have received various jumbled explanations and the last representative at NCU did not send me an email like she said she would with dates so I will have a hard copy of status for my records and explanation instead of just someone's word.

  Business response

  01/30/2024

  ****************** contacted Neighborhood Credit Union on September 12,2023, regarding a debit card transaction dispute with Planet Fitness. The transaction in question was still pending and we are unable to place stop payments or cancel debit card transactions. ****************** submitted a formal dispute on September 14, after the transaction posted, and on September 20 we sent a request for additional documentation. Her dispute was investigated, and the claim was denied on September 25 at which time we sent ****************** the final determination letter. ****************** contacted our extended hours support to refile the dispute claim on November 9, 2023.  We sent a request for proof of cancellation with Planet Fitness on November 22, 2023, and filed a charge back with merchant on November 28, 2023. Planet Fitness continues to deny the dispute and we have resubmitted as a pre-arbitration case. Neighborhood Credit Union does not provide provisional credit on merchant disputes such as this case, however if the claim is positively resolved, we will credit Ms. ******** account with any funds recovered. Currently the case is still pending Planet Fitness' response which is expected in mid-February. Neighborhood Credit Union has complied with all regulatory requirements, and ****************** will be updated upon resolution of her dispute. 
  

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have several accounts with Neighborhood Credit Union, including a checking account, line of **********************, ********************** card, and an auto loan. In August of 2023, I lost my job and fell behind on my auto loan. I was in contact with the collections department to let them know and attempting to keep the loan up, but eventually was unsuccessful. The vehicle was repossessed on 12/30/2023. On 1/4/2024, I received a loan in the amount of $2000.00 from family to try to catch up bills and other things that came into the Neighborhood Credit Union checking account. I attempted to pay my credit card ($50) and line of credit ($100) past due amounts, but it would not allow me to do so. I tried to zelle funds out of the account to another checking account I have with another bank and it would not allow me to do so. In essence, my funds were frozen. I called in the next day to collections to make the payments to the credit card and line of credit. I was also advised That I needed to transfer $25 to the savings account. I was asked if I was paying on the auto loan. I advised the vehicle had already been surrendered and I would not be paying. No payment was authorized. I went to zelle the funds again and they still did not transfer. When I went to an atm to withdraw the funds, the atm advised that there were no funds. I called back and was advised that they transferred the remaining $1825 to the auto loan toward principal. I requested the funds be refunded, as I had not authorized this payment, to which they advised that they could take the funds and keep the vehicle. When I attempted to mitigate the loss of my funds by asking if they could apply to funds to payments instead of principle and advised that they did not have to do that either and that if I wanted to get the vehicle back, I still had to pay the full reinstatement fee, without the $1825 that had been applied to the loan being included, amount being in the range of $2500. I was later advised to either *** or apply again to reinstate

  Business response

  01/18/2024

  Our member acknowledged that he violated the terms of the loan contract and failed to adhere to the secondary repayment plan.Additionally, he failed to respond to our collection attempts, and letters once the plan was broken. Funds were deposited to the members account and the offset of $1,825.03 was applied to his auto loan on January 4, ****. The Loan and Security Agreement (attached) specially states in many areas of the document that by signing, you are pledging all deposits as security for this loan now or into the future.  

  
  We have received notice that our member had filed for bankruptcy protection. In accordance with the bankruptcy code, we sent a release to the recovery agent and understand the member will be picking up his vehicle.  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a fairly new customer with NCU, and I love the bank and perks thus far. On 11/09/23, I overdrafted my account $300 which Incured a $34 courtesy pay fee. That said day, I had 4 pending charges in my account that had already taken from my available balance. I had $4.12 in my account prior to the $300 overdraft. Come Monday, I had been charged 4 more courtesy pay fees for each charge that was pending even though it was paid with my money, not any over drafted funds. As of today, my balance is *******. $300 I acknowledge I overdrafted, the $34 fee for that I acknowledge I owe but the remaining 4 are charged to me on transactions I PAID FOR. Do the math. I understand they were pending but they werent paid by you which Is why the other 4 fees should be waived. Being a new customer. I now understand how overdraft works with your bank but its not fair to charge a customer overdraft fees on transactions you did not pay. $136 in fees that you did not pay transactions for is insane. I called twice and requested a supervisor, the first girl told me there wasnt one there. I had to argue with her and she finally said she would put a callback request in. I didnt believe she did, so I called back & actually talked to a new lady who explained to me how everything works and even offered me a overdraft loan which I declined. I have direct deposit from my job and a few side jobs with you so I will let that take care of what I overdrafted. I am requesting the 4 overdraft fees be waived as a courtesy..they shouldnt have been charged in the first place but now I know, if I overdraft while I have charges pending even if they are paid by me, I will still be charged. I know I can opt out, but I like the feature , just didnt understand how it worked until now.

  Business response

  11/21/2023

  
  Neighborhood Credit Union has reviewed Ms. ******** dispute and deemed the fees she incurred as eligible. While ****************** did have sufficient funds in her account to cover her debit card transactions at the time of purchase, Neighborhood Credit Union does not control when those transactions are presented for payment. We paid Ms.******** transactions in the order they were presented, and in accordance with the disclosures she received when she established her account. We regret that ****************** had a misunderstanding of how the courtesy pay program works but appreciate that she finds value in maintaining courtesy pay protection on her account. ********************** has issued a courtesy refund of half the fees ****************** incurred and would like to consider this matter positively resolved.
  

  Customer response

  11/21/2023

  I have reviewed the business response and accept this resolution. Thank you for understanding that I am human and it was just a misunderstanding. Wont happen again. Thanks, happy holidays! 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zelle payment sent to the incorrect phone number ************* instead of ************) Neighborhood CU contracts with Zelle there for they should protect the customers. I was not told that they are not responsible for lost and or stolen Zelle funds. the man who received the funds has changed his number and will not return the funds to me or my bank. A bank should protect their clients and in this case they are not. This money was for a rent payment and it clearly states that on the transaction. Neighborhood CU is washing there hands of any responsibility to protect the customer even though they partnered with **** as for the banking clients. Be aware of doing business with either this CU or ***** neither one of them will offer any help.

  Business response

  11/22/2023

  Neighborhood Credit Union has been actively attempting to recover the funds ***************** erroneously sent to a wrong party using Zelle. We are bound to the Zelle Terms of Service, which ***************** accepted prior to processing her Zelle transaction. We opened a case with the Zelle Network and with the recipients financial institution, however both were denied. We make every effort to caution our members that ***** should only be used to send money to parties they know and trust through messaging within our ***** mobile app.Additionally, prior to sending this Zelle transaction, ***************** acknowledged a message informing her she was sending money to a new party and the funds could not be recovered once they were received. Neighborhood Credit Union has exhausted all efforts to help ***************** and regret that our attempts have been unsuccessful.   
  

  Customer response

  11/22/2023

  I am rejecting this response because: This CU is partnered up with ***** and needs to offer some kind of protection. Other institutions such as Chase offer good faith refunds. All attempts have been exhausted is not acceptable. If your going to party we with a company and promote using them then you should have some accountability. 

  Business response

  12/05/2023

  In regard to ********************* second response:

  There are fraudulent related circumstances where funds from Zelle transactions can be recovered during the dispute process. Unfortunately, the dispute Neighborhood Credit Union opened with ***** was denied because ***************** initiated and confirmed her own transaction.

  Customer response

  12/07/2023

  I am rejecting this response because:   the financial institution should have some responsibility for a business they partner with and promote customers to use. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged $34 twice for what was said attempting to send $140 thru Zelle that I was told I didnt have. I dont see why I would try to send money I didnt have and I was never told that if you tried to send money and it wasnt available I would be charged a fee.

  Business response

  11/14/2023

  Neighborhood Credit Union has further reviewed Ms. ******** dispute and deemed the *** fees she incurred as eligible. Ms. ******** account was charged fees in accordance with our Fee Schedule as disclosed in her membership disclosures. On 10/31/2023, Neighborhood Credit Union reached out to ******************* and advised that these fees were the result of transactions initiated through a third party, and therefore not considered a Neighborhood Credit Union error. We have extended a fee refund of $34.00 to ****************** as a courtesy. Our VP of *********** Operations did attempt to reach ****************** via phone call and left a voicemail on 11/08/2023. Based on our recent phone conversation and the courtesy refund, we would like to consider this matter positively resolved.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was pre approved for a loan, accepted offer. The bank ran a hard pull without asking, then said they were unable to finish the loan. This isn't the first time I have had issues with this bank. But it will be the last time. I want the hard pull corrected or the loan fulfilled with the best rate available.

  Business response

  10/10/2023

  As requested, we have removed the hard inquiry on *************** credit file.

  Customer response

  10/11/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Neighborhood credit union engages in deceptive practices on member checking accounts. Practices that cause members to incur unnecessary fees similar to many situations customers faced with class with the class action lawsuit against b of a. The reps are rude and insensitive to customers that pay wages and push up your profits due to unnecessary fees. If im being effected by this i know many other customers are facing the same challenges. In this horrible economy the highest inflation in history, the banks want to profit off customers. shame!!!

  Business response

  09/13/2023

  As a courtesy, we refunded one of the fees and the matter has been positively resolved. 

*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. ↩