ComplaintsforGuardian Credit Union

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with the "defenders", I do not have a contract withGuardian Credit Union. They did not provide me with the original contract as I requested.

  Business response

  01/19/2024

  Dear ******************,

  We have reviewed your complaint, but we cannot find any record of you in our system.  Searching your name and SSN did not produce any results in our system.  Also, the account number that is mentioned in your letter has too many digits for it to be an account number in our system.

  Based on your ******* address, we believe that you are trying to contact the Guardian Credit Union headquartered in **********, *******.  We are the Guardian Credit Union in *********.  We are a completely separate state-chartered credit union and have no relationship with the Guardian Credit Union in *******.

  We apologize for the confusion, but we believe that your complaint is best directed to the ******* Guardian Credit Union.

  Thanks,

  Guardian Credit Union (**)

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need higher management to call me immediately. I have been dealing with *************************** for 3 weeks now as I paid off my $10,446.48 loan balance and trying to get the title, on 8/14/2023 I paid it off and *********** said between 1 to 10 days I should be able to get title, on 8/23/23 I called back to follow up and ******************************* tells me he just realized lien wasnt released and submits it again and tells me now I have to wait another 10 day, then today 8/30/2023 I sent him an email to follow up and he requested I call him, when I call him he says he just noticed lien wasnt released AGAIN and that now I have to wait another 10 days and every week I get told that the lien wasnt released and that he is doing it. When I ask him to transfer me to his manager or the person that handles the lien release, ************ says that he cannot do that and that I should just keep calling him????I didnt get a loan with *********** I need the person in charge of releasing liens to contact immediately. You can get my contact information from ******************************* as I have been dealing with him for 3 weeks and hasnt been able to assist me but def makes sure to ask DOB, SSN, address, email, whenever I call.

  Business response

  09/01/2023

  Hello ******************,

  We have reviewed your complaint and unfortunately we believe that you directed this to the wrong Guardian Credit Union.  We are the Guardian Credit Union located in *********.  However, there is also a Guardian Credit Union in Alabama and a Guardians Credit Union in *******.  We are all separate entities that have very similar names. 

  We checked our records and could not find you or an account associated with you.  The employee that you referenced by name in your complaint is not one of our employees.  Also based on your address in *******, we would assume you may be referring to the Guardians Credit Union in *******.  You will need to contact them directly or to their BBB account to address your complaint.

  Thanks,

  Guardian Credit Union (**)

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Guardian credit union has made it extremely inconvenient for me to make my payments. They stopped allowing payments to be made over the phone and stop taking payments at a branch at 4:30 which is before I get off work. I've tried numerous times to pay online but I keep being told to call the call center which also closes after I get off work. There is no convenient way for customers to make payments and my credit reporting suffers every month. I'd like my late reporting to be adjusted and I'd like the ability to make payments over the phone or have a representative walk me through creating an online account as the account number I keep being provides isn't accurate or doesn't allow me to create an account.

  Business response

  03/23/2023

  Hi **************,

  We reviewed your complaint, but unfortunately we believe that you are communicating with the wrong Guardian Credit Union.  Our Guardian Credit Union is a state-chartered credit union in *********. 

  We are aware that there is another completely separate Guardian Credit Union in *******.  We have no affiliation with that credit union.  We checked our records and confirmed that you are not a member with our credit union.  We also noted that your address is in *******.  

  Apologies for the confusion, but you will need to reach out to the ******* Guardian Credit Union in order to have your concerns addressed.

  Thanks,

  Guardian Credit Union (**)

  Customer response

  03/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid off car loan through bankruptcy. Received LIEN RELEASE from *** November 2020. Suddenly December 2022 we have two late payments and owe $42?! They have marked account as charged off for last 27 months. Account was closed November 2022 after loan paid in full. No payments were missed. Once *** agreed to be paid in bankruptcy, the trustee makes payments, not me. Payments for creditors are paid when trustee reeks like it. Supposed late payments occurred AFTER *** agreed to new payment terms through bankruptcy. Deceptive reporting and incorrect reporting. *** has copies of all paperwork already. They sent me the lien release indicating loan paid in full.

  Business response

  12/23/2022

  Thank you for reaching out with your concern.  Our ********************** is aware of the issue and is working with the credit bureaus to ensure that all of your credit information is being reported accurately.  We have communicated the issues with the credit bureaus and they should be corrected soon.  If there are any additional concerns, please feel free to speak with our ********************** and they will assist you.

  Customer response

  01/02/2023

  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.
  
  I have contacted the local West milwaukee branch four times in the last two years to get this resolved. I spoke with ************* and *****************. I am always told the problem is fixed, but then I find new stuff on my credit report that isnt even valid. I received a lien release from you, guardian credit union, in November 2020. At that point, the loan was paid in full and that loan account be closed. There is no write off because auto loan was paid in full. There were zero late payments. GCU agreed to be paid through bankruptcy and must accept payments from trustee because I was restricted from making payments outside of bankruptcy. I should not be penalized for late payments when I have no control over what the trustee does. When you agreed to be paid back through bankruptcy, youll follow the rules and laws of bankruptcy. I followed all of them. I want my credit report cleaned up immediately because this is just not acceptable. My loan should be closed in November 2020. There should be no charge offs or late payments on my account. There is no excuse for this behavior because it is very unprofessional. If you dont get this fixed very soon, I will contact an attorney and get this fixed. 
  
  Regards,
  
  ***********************

  Business response

  01/04/2023

  It is my understanding that ** reached out yesterday to discuss the situation further and that we now clearly understand what the specific credit reporting issue is.  A request has been sent to the credit bureau to make the correction.  If there are any additional questions or concerns, please let us know.

  Customer response

  01/06/2023

  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 Regards,
  

  Because of the inaccurate/incorrect reporting my credit score dropped 130 points. The incorrect reporting has been removed, but my credit score is still more than 130 points lower  Guardian was the only negative thing on my credit report since I have ever had credit  I want my credit score fully restored to my original number since this issue was not my fault but the fault of the creditor. My credit score should not suffer because of gcus incorrect reporting. Once my credit score is fully restored, then I will consider this closed. Until then, my credit score has been ruined by guardian credit union through no fault of my own. Fix it.  

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

*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. ↩