ComplaintsforCall Federal Credit Union

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Reconciled checking and savings account balance with Call Federal to $0 in mid March 2022 (over a year ago) in person at branch location along with a friend who witnessed everything to close all associated accounts since I moved to a new bank. Was informed by the branch manager would need to wait a few days for the payment to reconcile the account to process and to allow for the request to close credit card form to go through. Was then informed days later back in 2022 even though the annual fee was just assessed, I was required to pay it, even though most banks refund an annual fee if within 45 days of account closure from assessment. Received printed confirmation of credit card account closure at branch location in March 2022.As of late March 2023 (present day) I am receiving statements from Call Federal with a new annual fee of $30 for 2023-2024 despite all accounts were closed in person over a year ago. I immediately reached out to Call Federal who assured me they took care of it and is no longer an issue. They went ahead and said they closed the account but my ********************** reports confirms the annual fee is still on the account and is now late. In addition to this new annual fee of $30 for 2023-2024 on the closed account there are now late fees for not paying the new annual "on time" for the account which was supposed to have been closed for a year now.I am requesting the (2) annual fees (1) for 2022-2023 ($30) and (1) for 2023-2024 ($30) and the recent late charges ($30) for not paying the new annual fee for the next year to be refunded to the account (total of $90 refunded) and ensure the account IS CLOSED like it was supposed to be in March 2022 as I have printed verification the branch manager handed me at the time of request of closing. I am also seeking a correction to my credit report for what appears to be a clerical error on Call Federal's end for not properly closing the account in 2022.

  

  Business response

  05/02/2023

  Worked directly with the member to resolve issue, please see correspondence below.

   

  From: ***********************************
  Sent: Monday, May 1, 2023 3:47 PM
  To: ***********************
  Subject: Resolution of Your Complaint and Our Sincere Apologies
  Importance: High
  
  Good ********************************************** name is ***********************************. I tried to reach you by phone, left messages and I figured an email might work as well. I want to inform you that we have taken care of the issue you brought to our attention regarding your **** account that wasnt properly closed and we apologize for the inconvenience this may have caused you. All fees have been reversed, which will be reflected on 5/2/23 at which point the account balance will be $0.00. I have also requested to have your account updated to show both closed and paid as agreed.
  
  
  We are committed to providing excellent service to our members, and we take any complaints seriously. Your feedback has helped us identify areas where we can improve, and we appreciate your patience and understanding. If you have any further concerns or questions, please do not hesitate to contact me directly.
  
  Thank you once again for bringing this matter to our attention, and please accept our sincere apologies for any inconvenience caused.
  
  Best regards,
  
  Margaret 

• Initial Complaint

  03/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  While reviewing my call federal account balance this morning I see a $30 ACH return fee. I called into customer service as this is an account that I have one old direct deposit going into monthly and I basically don't use it for anything else. There should be no ACH for $2k (what customer service said had occurred) going into our out of this account. Not in years anyway. I requested to have the $30 returned but they said I'd need to travel into a branch of which there are none that I can easily get to or fill out a form they would email me to print out, fill out, and mail back. They have no online option. Who has a printer anymore or does anything with paper.... This should be something that is easily and quickly resolved. I simply want this unwarranted $30 free returned.

  

  Business response

  03/28/2023

  We have researched the issue and refunded the fee to our member.  We have been attempting to make contact but have not been successful to this point.  Will update the case if/when we discuss with the member.

  Customer response

  03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My credit card company blackmailed me into closing my account with them and charging my card off after I complained about not getting interest credit it to me after I dispute a transaction with them and I won the dispute. They also did this after I was making payments and I had a monthly payment arrangement set up the email with the department

  

  Business response

  02/21/2023

  Member made multiple merchant disputes over a period of time (January-July 2021). That disputes were processed accordingly by ******* fraud and disputes department-the same process that is used for all disputes. Our **************** department provided statements to member that indicates that the fraud disputes credits were credited to her credit card account ($942.43 in credits).
  
  Member was provided a Subsequent Action form (to avoid sending account to attorney)dated 9/19/2022, however she never signed it.  After many communication touchpoints with the member we were finally forced to send the account to our attorney.  At this points we have taken every step to rectify/clarify any issues with the member.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was changed without my knowledge. I have a receipt and a statement that dont balance. They were not able to track down any notification to me as I did not receive one. This is concerning!!!

  

  Business response

  06/17/2022

   It is Call Federal's operating policy regarding any keying errors:

           Same Day Error Corrections  The employee is allowed to reverse same day error corrections in the presence of the member. If the member isnt present and an error is discovered, the transaction can be reversed, and the manager not the employee must call the member to inform them of corrections made.

           Next Day Error Corrections  The employee will notify the manager of any errors discovered and the manager will make corrections and inform the member. 

  It is apparent that this policy was not followed and the appropriate actions have been taken to reinforce the procedure. 

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used a remote ATM at a WAWA station on October 22, 2021. The machine failed to give me the $*** I had attempted to get. The ATM has a message that said - Contact your bank for resolution. I asked the teller at the station and she told me the same thing. I went home, on Oct 22, and contacted Call Federal Credit Union. They said they saw what happened and would address it. Well a week later I contact them back and they say they sent me a form on email and I never filled it out, it was an old email address so I accessed it, filled it out and submitted it...... now I have went to the bank to speak to the manager TWICE, I have sent approximately 15 emails to the website asking for status and schedule in getting this money back.... and they are ignoring me and have not refunded my money and it has been over a month. I feel like my bank is attempting to steal from me.

  

  Business response

  12/14/2021

  
  

  Just writing in regards to the case in subject above, the desired settlement has occurred and the members funds were refunded.

   

  Thanks,

   

  John W

   

• Initial Complaint

  06/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a notification about a fraudulent charge on my Visa bill. I contacted Call Federal Credit Union and explained the fraudulent charge and then told them to close the card. I again contacted them about the fraudulent charge and was told that they would investigate the charge. All charges originated in the UK. I haven't left the country in over 10 years. I was then told not to make any payments while they investigated these charges. I received a letter in the mail stating no payments were due and they would investigate the charge. I was then contacted on 6/15 and was told that due to their procedure, I should make the minimum payment on the card while they investigated the charge so that my credit wouldn't get hit. They went on to say that if I didn't pay anything my credit score would definitely be hit. They didn't care about the letter I received explaining that no payment was necessary. Something is very very wrong. Please resolve this ASAP.

  

  Business response

  07/14/2021

  We were able to successfully resolve this complaint with the member. The credit for fraudulent charges has been issued, and we will be closing the account at the close of the current statement cycle. We spoke with the member and apologized for giving inconsistent information, and have followed up with an email confirmation that the credit has been processed and the account will be closed.

  Customer response

  07/14/2021

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  Regards,
  
  ******* *******
  
  
  
  

*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. ↩