ComplaintsforSpokane Teachers Credit Union

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I mistakenly paid this company my hospital bill since online they seemed to be associated with the hospital. After noticing they charged me a fee to pay I contacted the hospital they told me they are not affiliated with doxo and it was a scam. None of the money I paid was sent to the hospital NONE.

  

  Business response

  09/14/2023

  Hello, 

  I attached the response we provided to the member. 

  Thank you.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had inquired about home equity loan options and we had decided that it would help us get some work done around our property and also pay off some bills. I started this process around March 26th 2023 and I feel I was greatly mislead. I know the detriment to a high interest rate but I had never inquired about home equity loans before. I wanted to make sure that the interest rate would not be outrageous and I continued to ask about this during my conversations with the loan officer. I feel she was evasive and left me hanging. I have all of the e-mails and have put most of them together in a document form. She really did not explain things well and lead me to believe that my interest rate would be around 8% and said my payments would probably be around $450 (which the e-mails show these statements) She kept saying "just another couple days" or "Just another week or so". I had called a few times and did not feel that she ever explained ANYTHING very well but just kept putting me off. I strongly believe that she misrepresented the process and the interest rate, maybe to get the sale, I do not know but now I have a HELOC with a $60,000 balance and a 14% interest rate and it is killing us. The payments are $700/month and that is just paying the interest. The way she handled this was very wrong. I have attached the document with the e-mails and I have not deleted any of the emails between myself and her

  

  Business response

  08/25/2023

  Attached is our response to the complaint. Thank you.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been an STCU member since 2017. Year after year Ive tried getting my first credit card from you guys. No credit to speak of, ** told to get a credit card to get credit, yet not having credit doesnt let me get a card with STCU. Further more, I tried for the 14th time to get a credit card over the years, never had one before and I needed one to get a car so I could keep my job. But I was told I had to hold my job for 4 months to get a credit card. Thus I lost my job because I couldnt get a card. How is me, an STCU member for six years, supposed to ever get his first credit card? Ive never been able to get a car because you guys wont let me have a credit card. Not letting me because I cant hold a job long when the credit card is what I needed to be able to hold my job? Like what am I supposed to do? Im 23 now and trusting STCU has screwed me

  

  Business response

  08/17/2023

  Attached is the response to complaint #********.

  Thank you,

  ***********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like to file a formal complaint against STCU credit unit. They failed to report important information honestly to Loss Mitiagtion and gave us false information several times for months that could have prevented in me owing over $9,000 in past due mortgage and legal fees against our home loan. We were told by Loss Mitigation today that there was nothing they could do once they send out that default notice on the home even if it was STCU at fault. They reported that I wasn't making contact falsely and that I wasn't taking the loss calls because we were told by STCU not to on May 26th in a meeting. We would have looked into options with the ************************** and taken their phone calls and answered the door to the people they sent except the manager at STCU and the gentleman from the finance department we spoke with on May 26th told us not to because we were getting scammed. They told us they don't have outside sources that try to refinance home loans like that, I mentioned ***** by name and gave her number and asked to verify who she was. The manager at STCU said they had no idea who that was on May 26th. I found out today that she works for Loss Mitiagtion and was trying to get in touch with us before the loan defaulted and STCU failed to tell us that that day so we could fix it when our balance was at that $3,000. STCU told me that person didnt work for them and to call the police if they showed up again, looked up our account in front of my wife and I and told us that we didn't need to pay back the $3,000 our account was at back on May 26th at our meeting and that the people sent by ***** didnt mean we needed to pay anything then or refinance. They said we could make a $700 payment that month and be fine and that we didn't need to do anything else as long as we communicated with them about our financial situations because our account looked good. I want to file a complaint against STCU letting it go this far when they could have helped in May.

  

  Business response

  08/14/2023

  Please see attached for complaint #********

• Initial Complaint

  07/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We entered into a loan agreement with STCU (Spokane Teachers Credit Union) in about July of last year. We made the mistake of not securing insurance within the deadline, totally our fault, a little bit of ***** would have been nice, but I get it its business. As of a couple months ago, we switched insurances and because our new insurance didnt submit the insurance information with the correct VIN or lienholder information, we are being charged a fee of over **** by STCU. The problem here is that when we received notice from STCU that the insurance information was missing, I submitted on 3 separate occasions proof of insurance and the documentation from Allstate that the ** was in fact insured. We received no correspondence in return until the notification that a fee would be added to our loan balance if the insurance information was not updated at which point I reached out to general customer service to find out why they were not acknowledging or receiving my info. I found out these problems and swiftly updated the information only to receive a notice that the fee had been applied despite the company knowing that I didnt know what the problem was and despite the company knowing that I was actively working to correct the problem. STCU is not a customer friendly company. They are always looking for ways to charge fees and stick it to hardworking consumers for free money for themselves and nobody should be doing business with them.

  

  Business response

  08/09/2023

  Good afternoon, 

  Attached is our response to complaint # ********.

  Thank you, 

  ***********************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I closed my account with stcu in September of 2018 and have been making payments for the last almost 5 years on the card. I called to find out the balance of the card being it should have been almost paid off by now and I have not been receiving statements this whole time to find out the balance is still **** the card was **** @13% interest. I found out that the payments I've making have not been paying down the amount that I'd thought this whole time because every month with out my knowledge the company has been taking $20 from each payment for interest.

  

  Business response

  04/05/2023

  Good morning,

  The response for this member is attached, and being mailed today.  Thank you.

  ***************************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm filing this complaint against STCU because I had to overdraft my account during the pandemic. Which probably a common thing considering circumstances. I had a variation ach charges rolling onto my account 3 times a day. I reached out to **** to see if we could pause the account. They said we can not and will not freeze, suspend, or close accounts while in the negative. I terminated all my cards, took autopay off everything, and the payments where still hitting my account. The company refuse to help me pay them which I was getting hit with 3 overdraft fees a time for the days the days its was charging. I reached out to the **** today to try and make an amends to get the balance paid they said it has been handed to collection agency and to work with them to get it down. I have been making payments towards the debt. I call the debt collector ******* financial and the instructed under there agreement with STCU to not make settlements or take anything less than what is owed with Ineterest. There is no chance of settlement or payoff for something I tried to prevent. Also was threaten by a previous agent at ******* about this account that if I didn't pay they would go after my soon to be ex wife using intimidation tactics. I'm just trying to get this resolved and settled but for what I am reasonably responsible for. I was told by an agent today at stcu that they could of done something to help but chose not to. Stcu is supposed to be a non profit credit union for its member but there just another bank. Need resolution to this issue with the bank I can pay this week depending on amount. Also the payments that have been sent already need to be applied to that.

  

  Business response

  04/04/2023

  Good morning,

  Attached is a response letter sent to ************ today.  Please let us know if you have questions.

   

  ***************************

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, my name is ************************* and I am writing to request help with fraud transactions that were taken out of my savings account without my approval. I bank with Spokane Teachers Credit Union in Spokane, WA. I recently identified a series of fraudulent activities in my savings account that were made in August of 2022. I found seven small transactions that ranged between $0.01 to $0.28, and then on Aug 31st, a large transaction for $4,924.00 was transferred to an unknown ***** Fargo account.I wasn't made aware of this activity and didn't receive any notice from STCU, or bank statement to review activities. This is my savings account, and I do not check it frequently since I set funds aside for savings. When I reported this fraud to STCU, I was told that since it was not reported to them within 60 days they cannot return funds or provide any insurance. STCU is not offering any protection to me as their client.These are my savings. I cannot afford to lose my money and this puts my family situation at risk. I ask for your help with reporting this bank which are not offering any help to me at this time. Enclosed is the bank information:Spokane Teachers Credit Union Dispute #*****

  

  Business response

  03/23/2023

  Attached is our response to the complaint.

  Customer response

  03/24/2023

   
  Complaint: 19595576
  
  I am rejecting this response because:

   

  As a client who has deposited funds into my savings account I should have protections in place to secure my money and financial transactions. I did not know I was limited to only 60 days of protection with STCU. I trusted that my money was kept safe as it was for savings. I ask that STCU return the complete funds of this dispute to my account and manage the claim with ***** Fargo separately. I have the right to have access to the money I deposited and trusted you would keep safe.

  
  Sincerely,
  
  *************************

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in October I contested a charge on my debit card claiming I was misled and lied to about a location of a hotel....a good many miles out of my way in a snow storm.STCU informed me that it was a valid argument and they would investigate. Meanwhile STCU would reimburse me the amount being contested. If found in my favor I would just keep the money.I followed up with phone calls three times in November. Nobody I talked with understood why it was taking so long but just be patient.When I called again in December I was told it should have been settled by now and not to worry about it.By December 21st I was very concerned and went to Spokane to talk with them in person. I was told they also didn't know what the problem was at their end but after ***************************************** my favor.I was both surprised and suspicious when I received a letter on December 30th dated December 23rd stating the claim was not in my favor and the funds would be removed on January 4th.STCU knew nothing about the claim for 60 days but one in-person confusing visit on the 21st where again nobody had any answers seemed to get action from the powers that be just 2 days later.It's not the money....it's the poor way it was handled. Bad business practice.

  

  Business response

  01/06/2023

  The attached response letter has been mailed to the individual. Thank you.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been with Spokane Teachers Credit Union for at least 10 years and I have maybe asked for adjustments a couple of times. I was always told that I am protected from fraud when using my debit card, that is why I chose to use my card for a purchase online. I realize now I should not have made that choice. But again I thought I was protected. At the end of September I followed a link from ******** about purchasing diet pills that the ad said a known celebrity used to help loose a bunch of weight and it said I would pay "Only" shipping and handling for the first 2 bottles and I would need to cancel in 30 days or I would be charged monthly. On October 1, 2022 I woke up to 2 charges in my account of $96.95 equaling $193.90. I called the company from the number on my checking account charge and I told them there must be a mistake because I had not received my diet pills yet and I was only to be charged $6.95 twice for the shipping and handling, unless I didn't cancel in 30 days. The male on the line said no you are charged $96.95 the full price if you do not cancel in 7 days, from the date of purchase. I told him that is not what the ad said and that I had not even received the medication yet. I told him I would be returning the 2 bottles of diet pills once I received them and that I wanted my money back. He said no we do not except returns and will not refund my money. I told him I felt like I was being scammed and wanted to talk to a supervisor, he placed me on hold and then hung up on me. I then received the diet pills I left them unopened and tried to return them, I was told at the post office that they could not return them due to it being a post office box. So I went back to the company again to try and get more info and to get my money back. Again he refused to give me a refund, he refused to send me anything that showed I authorized them to take out the $96.95 from my account, and refused to give me an address to return them too. I asked to talk to someone else and he hung up on me. I decided to go to STCU because I felt I had been frauded/scammed. I explained the situation above and the system gave me a credit for both charges of $96.95. On December 13th the money was taken back out if my account, the bank said that my claim was denied because I received the product. I had told them originally that I had received the product, that the company refused my return and refused to return my money. I spoke to reps on the phone and they said they realized it's a fraud/scam but they would not return my money because the company showed proof of delivery. I have tried to make complaints against the diet pill company but I can not figure out any of their information and when I call them they disconnect the line every time. This is clearly fraud/scam and the bank agreed but they won't protect me. I read articles online saying that these companies know what to send the banks to get around it, so it's known and the banks help them by not protecting their customers. I feel like I should have been protected from this, rather than STCU pulling almost $200 from my account a week and a half before Christmas. Why not tell us that we are not protected if you are going to side with fraudsters???

  

  Business response

  12/21/2022

  Good morning, our response to this complaint is attached and has been sent to our member.  

  Thank you,

  ***************************

  Customer response

  12/22/2022

   
  Complaint: 18577902
  
  I am rejecting this response because:
  They did not respond with any answers, this is what they responded with. 

   

  December 20, 2022
  *******************;
  
  Re: Better Business Bureau complaint
  Dear ****, 
  This letter is in response to the complaint submitted to the Better Business Bureau on December 15, 2022.
  You expressed concerns about our handling of your debit card dispute submitted on October 5, 2022, and was 
  finalized on December 5, 2022. We appreciate you taking the time to bring this to our attention. Rest assured that 
  we take this matter very seriously and have performed a thorough investigation of your claim. 
  Here is a summary of the investigation:
  On October 5, 2022, you provided a dispute form claiming that ************** Quick and Intense 
  Energy Epic was a fraud scam and that you desired to have a refund of your money. 
  You were given provisional (temporary) credit on October 7, 2022, in the amount of $193.90 while 
  the investigation of the claim took place. 
  On December 5, 2022, the claim was finalized resulting in a denial for the dispute. The merchant 
  provided confirmation of delivery, as well as outlined the terms and conditions that were agreed to 
  at the time of purchase. Therefore, the merchant fulfilled their agreement to you, as the cardholder. 
  On December 13, 2022, the provisional (temporary) credit was reversed due to the findings during 
  the investigation and a letter was sent with the details. 
  We apologize for the frustration this may have caused and thank you for your continued membership with STCU. 
  As a member-owned financial cooperative, we are continually striving to find ways to better serve our members 
  and communities. Thank you again for bringing this matter to our attention.
  

  ---------------

  As I said in my complaint I understand why the claim was said to be denied from the company.  I also said that this is why these companies are able to continue fraud and scams because they know what to send to make it look as though they did their part.  But it is a lie, I saw their response.  It had my information and that they charged my account and at the top was a typed in section with what they say was listed on the terms and agreements.  However they did not tell me that I was going to be charged $96.95 twice 7 days after I ordered the product, before I would even receive the product, or I would not have proceeded.  Once I saw the charge I called them several times trying to get my money back and they refused my returning the product and refused to show me where I agreed to these charges.  They hang up on you and are not willing to resolve the matter.  Because they know they are frauding and scamming you.  That is why I went to my bank of ******************************** and they are siding with the scammers.  My complaint is that STCU should stand by their customers even if the customer doesn't have a lot of money.  I want everyone to know before they choose their financial institution in the future that they are not protected like STCU says they are.  I feel like they are not protecting you when the reps agreed with me that it is a scam, but say they can't do anything about it because the company showed them typed information on a page.  That is not protection.  I will be removing all my lines of accounts and making sure everyone I know and have brought to STCU are aware that they are NOT protected from fraud and scammers!! 

   

  Sincerely,
  
  *******************

*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. ↩