ComplaintsforRoyal Credit Union

• Initial Complaint

  04/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had a car loan through Royal Credit Union for 3 years. The payment of $318/month was set on autopay. Our February payment was apparently the final payment to close the loan and our $318 auto payment was around $40 short of finishing the loan completely. We were unaware that this final payment (now I know is called a "maturity date") was something different, and just assumed our autopayments would continue until it was payed off. To my surprise I started getting alerts about my credit score. It went down 90 points because RCU reported my account as "delinquent". Super confused, we logged into the app to see we actually OVERPAID on our March payment and the loan is paid off in full. When we called to figure out WHAT was going on, we were told that between the February and March auto payments, we had a balance of $38 (the amount to finish the loan, over the normal $318 payment) and they reported the account as delinquent. For $38 that we didn't know was owed! When we talked to collections for RCU they said they contacted us about this. I looked back at emails and did get some automated "payment reminders" with no amount or specific information, but the emails said: " If you have already mailed your payment or have an automatic payment set up, please disregard this email." So we did. We had an automatic payment set up. They called me once on 3/14 and did not leave a voicemail. Again, I assumed this was something automated as I have many accounts on autopay that still send payment reminders until the autopay goes through as scheduled. Instead of offering to rectify this situation by un-reporting the "delinquent" account, ******************** basically told us it's our fault and there's nothing they can do about it. We paid our loan each month for 3 years, and because there was a lack of communication over a $38 balance at the very end, my good credit is now ruined. There's also now $200-something in an account at their ********************************************* that we overpaid. Horrible service all around.

  Business response

  04/16/2024

   

  Customer response

  04/16/2024

  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, details of the offer I reviewed appear below.
  

  They made no offer to amend this situation. My reason for rejecting their response is:

  I received no specific communication about the $38 balance that remained was outside of my autopayment amount. All emails were robo generated and said to disregard if you have a payment plan in place (which we did). I didnt get any voicemails about this. I had one missed call but no voicemail. I can get phone records to confirm if needed. The reason you bank with a credit union is to have customer care by real humans, and had a real human reached out about the $38 remaining balance before sending it to credit reporting places and literally ruining my credit, we obviously would have paid it. They happily took more than they were due during my following auto payment. I would like them to take this delinquency off of my credit report as its painting an unfair picture of how this loan was serviced and paid. 
  
  Regards,
  
  ***********************

  Business response

  04/22/2024

  Re:  Better Business Bureau Complaint ID:  ********
  
  ************,
  
  This letter is in response to your above-referenced complaint to the Wisconsin Better Business Bureau.
  
  Royal Credit Union attempted to reach both you and the co-borrower via mailed notices, emails, and phone calls prior to and after the loan maturity date to advise of the status of the account. Unfortunately, federal law prohibits Royal from leaving specific, detailed messages regarding the account status via voice mail, which is why we requested you to call us back. We are unable to change the credit reporting status as requested in your complaint since we are obligated to accurately report factual account data to the ********************** bureau,including dates of payments and balances.  
  
  Our position is that we have fully answered your initial complaint and your rebuttal and we consider this matter closed. Please reach out to us directly with any questions or concerns.
  
  Respectfully, 

• Initial Complaint

  10/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ROYAL CU I do not have a contract with ROYAL CU. They have not provided me with the original contract as requested.

  Business response

  11/03/2023

  Attached is the response to the Member will supporting documents. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im not reliable for this debt with Royal credit union. I dont have a contract with the collection agency , they did not provide me with the original contract as I requested.

  Business response

  10/12/2023

  A **** Credit Card was applied for and approved through Royal Credit Union in August 2018.
  The **** credit card was kept in good standing until October 2022.  When your credit card account became past due, Royal Credit Union attempted to contact you, but our attempts were unsuccessful.  A default notice was sent October 17, 2022 and the default was not resolved.  The credit card was charged off in November 2022 and reported to the credit bureau reporting agencies accordingly. 
  A payment was made in December 2022, and you indicated you had been out of the country.  We informed you that the account was assigned to a third party collection agency, and you were referred to them to make payments or payment arrangements.  ********** Royal assigned the account to returned the account back as they do not perform collection work on borrowers that reside in ********.  During the brief time the account was assigned to the agency, they do not show they had any communication to or from you. 
  Documentation supporting the debt and the outstanding balance will be sent to you under separate correspondence today.

  Customer response

  10/12/2023

  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, details of the offer I reviewed appear below.
  
  The payment of $2,000 was made before the bank closed my account and sent it to collections.  It was closed after the payment was made .  Also the bank never sent me a **** at all.  I demand the collection to be  removed from my credit history immediately 
  
  Regards,
  
  *************************

  Business response

  10/17/2023

  Re:  Better Business Bureau Complaint ID:  *************** Response
  
  This is a follow-up to your response regarding the above referenced complaint.
  
  A Default Notice was sent to you on October 17, ********************************************* before November 1, 2022.  The default was not cured by the date requested. As a result of your failure to cure the default by November 1, 2022,Royal Credit Union exercised the right to demand immediate payment of your full account balance.  A payment was received in December 2022, but it did not pay the account in full.  As reported previously, the account was assigned to a 3rd party collection agency.  However, it was reassigned back to Royal as they do not perform collection work on borrowers that reside in ********.  The account balance remains unpaid to Royal Credit Union and is reported to the credit bureau reporting agencies. As to the **** you referenced, based on the phone call we had with you on October 16,2023, you were referring to a ****-C Cancellation or Forgiveness of Debt.  As this point in time, Royal has not cancelled or forgiven the debt so no notice has been provided to you.    
  
  Documentation supporting the default and the acceleration of the balance will be provided to you under separate correspondence today. 
  
  Respectfully,

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Royal Credit Union, i do not have a contract with Royal Credit Union, they did not provide me with the original contract as requested.

  Business response

  08/23/2023

  Re:  BBB Case No.:  20487733
  The consumer in the above complaint obtained two loans with Royal Credit Union:  1) Equity loan dated November 12, 2022 and 2)a **** Credit Card dated December 21, 2022. Both the loan agreement and credit card agreement were executed via DocuSign.  Identification and verification procedures were followed prior to the execution of documents through DocuSign.  As part of the DocuSign process, the consumer agreed to the Electronic Record and Signature Disclosure.
  
  Both accounts required outreach efforts by Royal Credit Union to the Consumer.  Out of all our outreach attempts on the Equity loan, only once did the Consumer inquire on the status and no response to our outreach efforts on the **** Credit Card.
  
  Due to the lack of repayment according to the contractual terms of the agreements, Royal Credit Union assigned both accounts to third party collection agencies for additional collection efforts.  To date, Royal Credit Union and the third party collection agencies have no record of the Consumer requesting copies of the original loan contracts.  These can be provided upon request.  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unable to use online banking because they constantly change my password on me for unknown reasons. Total lunatics.

  Business response

  08/08/2023

  Dear *******************************,
  Im responding to the complaint filed with the Better Business Bureau. Thank you for sharing your feedback regarding your experience with Royal Credit Union. Ive investigated your situation and history of interactions with Royal Credit Union. In your complaint you mention that your passwords have been changed, which creates difficulty for you. Your passwords have been reset at your request when calling into our ************** team. If an incorrect password is provided a number of times in online banking, your account is then locked for your security. If you have more information to provide, please dont hesitate to reach out to me using the information below.
  Thank you!

  Customer response

  08/08/2023

  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, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************** I use exactly 4 passwords all the time woman and none of them work for more than one day at most. YOU LIE !!

  Business response

  08/10/2023

  Dear *******************************,
  Im responding to the complaint filed with the Better Business Bureau, and am sorry to hear our response was not satisfactory. I see in your response that you mentioned you are using the same four passwords and they are not working for you anymore. In order to access online banking after a password reset, the password must be different and cannot be reused. I also see notes that youd asked for your online banking to be placed on hold on 7/17/2023. The hold was lifted on 8/4/2023 per your request and once our ************** team properly identified you, a new password was created. However, the call ended once you hung up, stating you were going to a new financial as we werent helping you. Ive removed the hold for you as of 3:45pm on 8/9/2023,and a new temporary password can be obtained calling ************** at **************. As a reminder, youll need to create a new password once youve used the temporary one.
  Please let me know if you have any questions.
  Thank you!

  Customer response

  08/11/2023

  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, details of the offer I reviewed appear below.
  you are worse than Ferengi.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 25, 2022 at 9:52 am ************************** an employee at RCU called me. During our conversation she told me that she had received a late notice for a charge account that she had shared with my son ***********************. She went on to tell me that **** was also about to loose his house. I said "O Really" and she immediately stopped the conversation.I did not mention this to **** until In June of 2022 as I didn't want to embarrass him. Because I was a confidential employee for the ****************** I knew that she was not to be sharing confidential banking information with me. I also have accounts at RCU and did not want her sharing my information. So on July 6, 2022 I called RCU to report on this. At 4:00 pm a ****** from HR returned my call. I could tell she was absolutely blowing me off and I have not received any updates since.

  Business response

  01/11/2023

  Good afternoon,

  Attached is Royal Credit Union's response to *********************************** complaint. 

  Thank you,

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

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022 a team member of RCU contacted my mother (not on any of my accounts) to let her know I was past due on my house and in danger of foreclosure. I filed a few complaints and my mother contacted RCU to tell them what happened. Her complaint was ignored. Almost immediately after the employee shared my loan status to the public and I filed a complaint RCU initiated foreclosure. Upon receiving the paperwork I contacted RCUs legal representation (*******************) to discuss resolution. I explained I had the ability to pay the loan current, but he refused to accept payments. He stated the only way RCU was willing to work with me was if I dropped all my complaints against RCU but refused to put that in writing. . At that point I was forced to retain an attorney to assist (***********************). We have now come to resolution on the mortgage but have other debts that RCU is trying to collect. On 12-14-22 I received a call along with a text from the ****************, ** police department. They indicated that a anonymous caller called to express concern over my well fair. After a brief conversation the office understood that the claim was baseless and there was no reason for concern. The following week i received a call from my attorney letting me know that RCU was no longer willing to work with me on my debts (that I've continued to state I will pay). He indicated that *********************, A VP AT royal called the police one and falsified a claim about my well-being. I have had no contact with ************** in over a year. RCU also was aware of some mental health issues I am getting help for (I'm a former team member) and they felt it appropriate to share private medical history with my attorney. I believe ************** used a false, anonymous call to indirectly threaten, and intimidate me. Royal has been allowed to share restricted medical and financial to the public on severe occasions. I know RCU will retaliate unless this continued abuse stops.

  Business response

  12/28/2022

  Good afternoon,

  Please see the attached letter regarding *************************** complaint.

  This letter is in response to the December 23, 20** complaint by *********************** to the BBB of ********* (ID # *********. This complaint is one of many complaints made by ****************** against Royal Credit Union (Royal), detailed below. In December 2021, ****************** filed suit against Royal for unlawful employment termination (******* v. Royal Credit Union; ERD Case #CR202102879 / EEOC Case #**G20**003**C). Mr. ******** suit was dismissed for no probable cause on November 18, 20**. In April 20**, ****************** filed a complaint against Royal with the ********* Office of Credit Unions alleging Royal shared his financial information with others (**-OCU #******). Mr. ******** complaint was closed by **-OCU. These are the same allegations set forth in the first part of Mr. ******** current complaint to the BBB. Royal previously investigated these allegations and determined that they are unfounded and without merit. Protection and safe keeping of Member information is a responsibility that Royal, and our Team Members, takes seriously. The investigation was conducted by multiple departments at Royal, to ensure no such violation occurred. Royal Team Members are bound by a Confidentiality Policy, which requires nondisclosure of Member information, except as necessary to conduct credit union business. On an annual basis, all Royal Team Members review the Confidentiality Policy and sign an Oath of Office, affirming they understand and will abide by the requirements of the Confidentiality Policy.As ****************** states in his BBB complaint, in July 20**, Royal filed a mortgage foreclosure action (********** Co # **-CV-339) and a money judgment action (********** Co # **-CV-346) against ******************. A settlement has been reached on the mortgage foreclosure action, however the money judgment action remains unresolved and pending.As referenced in the BBB complaint, ****************** is represented by Attorney *********************** (copied on this letter) in the above-referenced lawsuits. Therefore, Royal respectfully declines to use the BBB process to resolve the outstanding issues and requests the BBB close out this matter without further actio

   

   

   

  Thank you,

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

  Customer response

  12/28/2022

  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, details of the offer I reviewed appear below.
  
  I do not feel my termination has anything to do with my complaint, unless Royal is stating that it is ok to violate my privacy and my attorney/client relationship along with make false police reports because I was terminated. 

  
  

  
  I feel it's vital that all Royal Members know there information is not protected and Royal has no way to ensure it is and will not believe them despite witnesses and phone records to the contrary.   As a former team member I know that there is no way to ensure that team members don't access and disclose private information and they choose to not monitor activity from team members to hide behind the cloud of "system limitations".   I request Royal confirm that they not have the ability to track team members inquiries within their core system (DNA) and it is possible that a team member accessed and disclosed my information.

  
  

  As with the complaint regarding disclosure of information, Royal is also ignoring the fact that one of their team members called the police to do a welfare check on me.   Officer Stone, at the ******************** (715-,271 *****) can confirm that this call was received anonymously and that the call had no basis and was not investigated.   That anonymous call since has been confirmed by a Royal representative was made by **********************   I am currently looking into options of pressing charges against ************** , who I have no contact with, for making a false police report.     I also feel this is a violation of my consumer rights as Royal is well aware I am represented by an attorney and all contact should go through him.  I ask that Royal admit these allegations 

  
  

  Since I filed this complaint, Royal has now given me the impression they are no longer willing to work on a settlement for the rest of my debts.   Throughout this process Royal has continued to threaten foreclosure, legal action, and repossession to get me to drop my allegations.    
  
  Regards,
  
  ***********************

  Business response

  01/09/2023

  Im reaching out regarding the above-referenced complaint, which is awaiting a response from Royal Credit Union to Mr. ******** rebuttal.  Copied on this email is Mr. ******** attorney, ***********************, and **********************s outside counsel, ******************** 

   

  Im requesting an extension for ********************** to submit our response, which I believe is due January 9^th.  We are in active settlement discussions, and Im concerned a response from ********************** at this time may be detrimental to those good faith efforts.  Nonetheless, we respect BBBs process.  Would BBB grant ********************** an extension to respond to end of day January 12^th?  Thanks much for the consideration.

   

  Business response

  01/11/2023

  Attached is Royal's response to *************************** concern filed with the Better Business Bureau. 

  Thank you,

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

  Customer response

  01/11/2023

  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, details of the offer I reviewed appear below.
  

   

  Royal appears to be confusing ignorance with innocence.   Royal has offered no proof that the accused team member did not and does not have access to my private information.   ************************* has also filed a complaint with the BBB as she was the person Royal shared my information with.   ***** also has a witness that knew of the phone call well before I did.   ***** has no reason to lie, while RCU and their team members surely do (reputation loss and potential job loss).  

   

  RCU seemingly admitted that they now feel it's ok to make anonymous false police reports.    I'm unsure what situation ***** is making up in his response, but I surely know RCU has no evidence to to warrant calling the police to check on my welfare when it was merely another attempt of Royal to try to intimidate me. 

   

  I can provide documentation showing the attempts that Royal continues to make to get me to drop this case along with my wrongful termination case.  They have stated that the only way they will even allow me to make a payment is if I sign that I will drop all allegations agaiithem.   

   

  Considering that Royal has admitted to making a false police report I am also requesting that unlawful collection of debt be added to my complaint.   As referenced in Royal initial responses they were aware I was represented by council and chose to make a threatening and false police report to attempt to collect a debt.   

   

  Please advise if evidence of my statements are needed and how to get those to the BBB.   

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

  Business response

  01/12/2023

  RE: Response to Complaint (Rebuttal) of *********************** (ID #*********
  
  ********************:
  This letter is in response to the rebuttal filed by *********************** to the BBB of *********.
  In regard to the allegation by ****************** that Royal does not have the ability to track team members
  inquiries within their core system (DNA) and it is possible that a team member accessed and disclosed my
  information, Royal thoroughly investigated this complaint in spring 20** and determined no such breach
  or violation occurred.
  In regard to communications with the ****************************, as a result of various harassing events
  targeted at Royal and our Team Members that commenced mid-November, a case was opened with the *******************************. Victims of harassment are to work with law enforcement, not someones private
  attorney, for investigation, protection, and (if necessary) prosecution. My understanding is that a case is
  open and under investigation.
  In regard to the allegation by ****************** that Royal is unwilling to settle the money judgment action (Eau
  Claire County case # **-CV-346) is not accurate. Royal continues to negotiate in good faith with Mr.
  ******** attorney, ************************
  Royal respectfully requests the BBB close this complaint as Answered. Thank you.
  Sincerely,
  ROYAL CREDIT UNION
  
  ********************************
  EVP Chief Legal Officer
  
  cc. Attorney ***********************, attorney for *********************** (via email; ************************)
  Attorney *******************, attorney for Royal (via email; *********************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This incident goes back to 2015. My former husband and I were in a financial hardship. I was trying to save us from foreclosure. Failing business. Husband with mental health issues. He hadn't worked since 2003.We had taken out a PRIMELINE HOME EQUITY LINE OF CREDIT IN 08/30/2005. It required a FIVE YEAR REVIEW. We were both required to sign the loan. Five years later, when the loan was reviewed, we were both required to sign again.In 2014 I was working with RCU's attorney's, ************ to keep from foreclosure. I had gotten behind on property taxes. **** had moved out in the summer of that year. The house was up for sale.Then 2015 comes around and it's time to sign to extend the draw period for the PRIMELINE account. On July 16th, 2015, I signed the document to extend the draw period on the Primeline account. A week later I received in the mail a letter dated July 23rd, 2015 from RCU. It states the Primeline account has be transferred into a 15-year repayment period. The payments were almost double.When I called RCU to inquire, they said that **** had walked in and signed papers to convert it to a 15 year mortgage. I asked how this was possible? The answer was the he was 'primary'. I said that he wasn't even working or living there. The reply was, "that's your problem". I never signed a 15 year mortgage. I never saw the paperwork.I recently talked to an attorney and asked how this was ever possible?! She said it wasn't. But that my only recourse would to be to contact the Better Business Bureau.The conversion to a 15 year mortgage without my consent has bothered me for a long time. I always felt like I was taken advantage of; like they got away with something that they shouldn't have.I would like closure. Was this really possible? I was battling alone to keep from going in foreclosure - and RCU increases my payment? RCU knew the struggle. To say the spouse was primary? What happened and why?Thank you for your time.

  Business response

  12/02/2022

  Attached is a letter to ******************************* that was mailed to her today regarding her complaint. 

   

  Thank you,

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

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Royal Credit Union September 30, 2022 to pay off my vehicle loan. After the transaction I said I need the lien release and title. The person who took the call to the loan off asked to verify my address. I verified my address so I can get the documents. A week went by and no documents in the mail. I called October 07, 2022. I called Royal Credit Union on status of the lien release and title. I talked to a ***(if that is her real name). After talking to her, I felt that Royal Credit Union is not sending the documents. I told *** that by law when the loan his paid these documents need to be sent. I could easily tell she did not care. I asked for s supervisor or manager. She seemed to pretend or lie claiming the supervisors are in a meeting. I said there is always a supervisor or a manager who can take the call. *** seemed to put me on hold. When she returned to the call, she claimed she was transferring the call. I all heard was music. I realized she put me on hold hoping I would go away. When I realized she lied put me on hold so I would go away, i called ******************* Mercury. I asked for their help since they worked with Royal Credit Union for the sale of the vehicle. They said they will call me back. I have received no call backs.

  Business response

  10/26/2022

  Attached is the response we sent to *************************** on October 14.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Overcharged by a company on my credit card, dispute filed. Credit issued but bank statement does not reflect the correct amount. It shows a credit was made but the amount owed does not reflect the credit. Several attempts to resolve with RCU unsuccessful

  Business response

  06/24/2022

  I have attached a letter to our Member with our response to this complaint. 

  Thank you,

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

*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. ↩