ComplaintsforBlue Federal Credit Union

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Blue Federal Credit Union is the worst. They take unauthorized money from your account but when you demand a refund they need a wire routing # that you have to ****** on your own. Reps are patronizing and liars. I was given a confirmation number that the fund would be wired. I called the next day since no monies. Was told that the wire didnt go through and had to resend. Still waiting for my refund.

  

  Business response

  03/18/2024

  Thank you for submitting your feedback on your recent experience with Blue FCU. We value any opportunity to gather insight into incidents to resolve for you and improve interactions for all members moving forward. Based on the information provided in this response, the experience was unfavorable, and we take your concerns seriously. Having unexpected additional payments pulled from your account is unnerving, especially during these tough economic times.
  
  Upon review, a one-time payment was posted on 03/05/2024 for $318.76; this was initiated through our payment platform designed to take one-time debit/credit/*** payments on behalf of members per their request. These require disclosure agreements either on a recorded line or online. Another payment of the same amount was posted on 03/07/2024, deriving from a recurring automatic payment known as an *** established on 03/05/2024. The *** authorization form was sent via DocuSign to the primary email address on file and signed on 03/05/2024. These recurring payments take about 1-3 business days to post. Two payments were initiated; one was instituted as a one-time payment, and the other was pulled after authorization for an automatic recurring *** setup. After research, we deduce that the possible intention was for the recurring payment frequency to begin on the following due date, in April. Since the initiation of both payments was so close together, there was an error in the beginning date of the ***.
  
  After both these payments were posted, there was a request to return one of them to you, which is a valid and necessary request. The options for our members getting their additional payments returned are typically receiving a check by mail or a wire, setting up and verifying an external account online to send it back to yourself in your online account, or coming into a branch or a shared branch location. The wire route was determined as the best option, with the fee waived for the inconvenience this caused. To further explain the process for wries, it is equivalent to cash in hand; with federal regulation, we must be careful and considerate with these requests due to common fraud. Unfortunately, we cannot give guidance by researching and providing account numbers or routing numbers for these transactions on behalf of our members. In our internal ticketing system, the wire process steps were followed promptly. However, we had to reach out for corrected routing number information. After dialogue on this matter, all our due diligence and steps were completed to send the wire through the Federal Reserve. However, it was returned by ***************** ***** with the notation that your account at Chase was not eligible to receive wires.
  
  We want to resolve this matter for you since the ultimate goal of receiving the return of that additional payment was unsuccessful. The most direct option to move forward is contacting Chase to get clarification and guidance on receiving wires so we can attempt the wire again; if this solution is not the best choice for you, please consider other options detailed early in this message. 
  
  We appreciate your membership at Blue Federal Credit Union as we strive to serve all members to the best of our abilities. 
  
  Best, 

  Blue Federal Credit Union Member Experience Team 

  Customer response

  03/18/2024

  Complaint: 21409661
  
  I am rejecting this response because: BFCU is not communicating honestly. Supposedly the 318 was sent to a saving account there at BFCU! Didnt even know I had a savings account! ******* stated that the payment for ***** will be taken from that account. Of course ******* could not offer a confirmation # and just said it will be taken out? If I have a savings account why wasnt I made aware of it and why dont I have a debit card. This is why Im posting this complaint. Too many excuses and explanations that lead to the same square. 
  
  Regards,
  
  *******************

  

  Business response

  03/29/2024

  Thank you for bringing your concerns to our attention and allowing us to respond. At Blue Federal Credit Union, we are committed to maintaining transparent and honest communication with our members, who are our institution's backbone. As a valued member of Blue, it's important to us that all members understand not only the specifics of their accounts but also their rights and the unique membership structure.
  
  Every credit union member, including yourself, is an integral part of our cooperative, holding voting rights and owning a share of Blue. This ownership is represented through a "membership share savings account," which contains a locked-in amount of $5 for your membership with us. This account signifies your stake and membership in our credit union.
  We acknowledge that there can sometimes be a gap in communication regarding this membership share savings account, especially for members who join us through an indirect loan program. In your case, this critical piece of information needed to be communicated. For this oversight, we sincerely apologize and appreciate your feedback, which will help us enhance our communication strategies and collaboration with our loan service partners.

  The $318 transaction you mentioned was indeed processed to your membership share savings account as part of our routine financial management practices. We understand your concern for transparency and the need to confirm such transactions. Rest assured, we are more than willing to provide a receipt for this correction, ensuring you have all the necessary documentation for your records.

  It's also important to clarify that at Blue Federal Credit Union, debit cards are exclusively linked to checking accounts. This policy is in place to align with our financial management practices and regulatory guidelines. Unfortunately, we do not issue debit cards for savings accounts, including the membership share savings account.

  We value your membership and your voice in our cooperative and appreciate the opportunity to review and further enhance the services we provide to our membership. 

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/4/23 I sent the following correspondence to Blue Federal Credit Union:Date: 7/4/2023 8:38:16 PM From: Ref ****** / Ashxpress / ***************************** Dear BlueFCU, It has recently come to my attention that BlueFCU has been deducting money from my account in the form of $25.00 fees as of April 2023. I barely received a first notice of your intention to inappropriately and do so in the first place as of 5/31/2023, which I barely just received in June 2023, and yet, you've gone ahead and charged me 3 $25.00 fees already. My account that was opened by requirement for my car loan was paid in full when I paid my car off in September 2022, and in fact I had a $320 credit deposited back into my account from the car company. BlueFCU has for some reason assumed it can stake claim to my money and my account which I kept in excellent standing the entire time. Your notice questioned my inactivity level with my account and if it was any indication of dissatisfaction with BlueFCU. Now, with predatory practices such as this, I absolutely and completely am dissatisfied with BlueFCU and intend to pursue legal action and have contacted the BBB due to your predatory practices. I expect a full refund of my initial credit deposit in the amount of $320.23 immediately and wish to close my account immediately thereafter. This is no way to conduct business with your customers and I will happily be taking my business elsewhere. If my money is not refunded in full and my account is not closed with appropriate notice to myself, I will take further action, since you are jeopardizing my top tier credit. What I'm asking for is below: 1. Refund the $75.00 you have deducted in fees as of April 2023. 2. Send me a check for the $320.23 balance that is in my account. 3. Close my account, effective immediately, once my money has been refunded in full. *****************************

  

  Business response

  07/11/2023

  Staff of the BBB and ****************, 

  This letter is in response to a complaint filed by ***************************** to the Better Business Bureau (BBB) regarding their account with ********************** (BFCU). 

  Ms. ******* stated resolution from the complaint was that upon full receipt of the refund from Blue Federal Credit Union, the account to be closed.  

  We appreciate you taking the time to bring your recent experience regarding your Blue FCU account to our attention. Unexpected events such as the fees being applied to your account are frustrating and we apologize for any inconvenience this caused. Blue FCU was able to refund any fees applied to the account and have notified necessary leadership to begin a review of our process flow. 

  A staff member from our **************************** reached out and left a voicemail and email over the last week in order to discuss any unanswered details from the complaint so that we can effectively address this error in the future.  

  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications. 
  
  Sincerely,  
  
  BFCU Member Experience 

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mid May applied for a $15000.00 personal loan. On June 2nd received a call from *****************************, she informed me of ***** % intrest rate which I agreed to. the next day she asked for my W-2 and proof of additional income which I provided that night. for two days I did not hear from her and she ignored my e-mail and phone call for the update. Around June 6/7 got a call from *********************** who told me I will be dealing with him from now on and asked for my entire 2021-2022 taxes (61 pages) and on the phone he was very rude and kept interrupting me and was clerly profiling me. After my last conversation and asking why am I asked of all these doccuments?? I have taken so may loans in the past without all of this, he got mad and basically did not provide a reasonable or convincing answer. After my last phone conversation on Friday, June 9, 2023, with ************** at 5:30 pm, I decided to go to my own **************** Federal credit union and accept their previous offer of 15% rate. They only asked for my Driver's license and it only took 30 minutes and the money was in my account at that moment while I was waiting and I was given the option of using it at my descretion, while ************** told me the" bank has to write the checks and there is absolutly no other way".

  

  Business response

  06/22/2023

  Staff of the BBB and ********************,
  
  This letter is in response to a complaint filed by *************************** to the Better Business Bureau (BBB) regarding their loan application with Blue Federal Credit Union (BFCU).
  
  Mr. Dastgeers stated resolution from the complaint was that BFCU provides an explanation as to why it took almost a month for a decision to be made on an application submitted to Blue on May 31st 2023.
  
  Retail leadership from BFCU would like to address the feedback regarding a recent loan application; specifically,the timeliness of communication, requested documentation, and service experience. After conducting a thorough review of our system timestamps, we have determined that your application was received on May 31st and that our initial contact attempt was made on June 2nd. We apologize for any inconvenience caused by the delay in reaching out to you.

  To ensure that such delays are minimized in the future, we have taken immediate action. We have conducted coaching sessions with the staff members involved to reinforce our commitment to exceptional service. We believe in continuous improvement, and your feedback has been invaluable in highlighting areas where we can make enhancements.
  
  In addition, we have carefully reviewed the requests for additional information to ensure our process remains seamless. We understand that providing clear and concise communication is essential for a smooth experience, and we will continue to focus on this aspect to enhance our service delivery.
  
  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications.

  Sincerely, 

  BFCU Retail Experience 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What happened? In 2020 I purchased a motorcycle (dirtbike) from the ******** dealership. It was financed with the dealerships financing Blue Federal Credit Union. I have been making my monthly 202$ payment since then as it is on autopay. Back in September of 2022 I received multiple calls from a debt collector telling me my motorcycle was going to be repossessed. I NEVER received a call from blue. I called blue and they explained to me that although I was making my monthly payments that were agreed upon in contract, a CPI insurance was added to the tune of over $1800 and that made my minimum monthly payment double. They never called, they never emailed me, or sent me a letter notifying me that this (insurance) was to be added. Not to mention I don’t I’d er stand how or why they are allowed to whimsically add almost 2,000$ to my loan whenever they feel like. Anyway, they told me I owed them 2164$ immediately or my bike would be repossessed. That included the insurance, missed payments, and repossession fees. So, in this same week I paid that $2164 I kept the repo company and blue in the loop the entire time and have a receipt showing I paid everything including repossession fees. Fast forward to December 2022, I saved enough money to get the bike paid off so I’d no longer have to deal with this bank. I called, and they told me pay off was $5557. I paid $4000 via wire transfer that day and told them I’d call back next week to pay off the rest. I confirmed with the teller I spoke to that my payoff would be roughly $1557 and I accrued interest at .56 cents a day. I call the following week to find out that my pay off is now over $2300. They told me that repossession fees ($350) were charged the SAME EXACT day that I told them I was going to pay it off. I have proof of payment on those. I feel like they started adding made up charges the second I told them I was going to pay it off early. Adding 1800$ insurance is ridiculous and should not be allowed. I didn’t sign up to get screwed by blue federal credit Union. They cost me way more than the motorcycle was ever worth new, they destroyed my credit, and it is not right. I have spoke with everyone in blue about the issue and no one cared to help at all. They didn’t even know what the extra charges were. I ended up paying off the loan but feel that this bank needs to be investigated for their predatory lending practices. They baited me into repossession without so much as a phone call, we’re told I would pay it off and tacked on any fee they could think of. This isn’t fair lending. Thank you for fielding my complaint.

  

  Business response

  01/05/2023

  
  January 3, 2023
  **** ******* *** ** ******** ****** ******** ** *****
  
  RE: BBB complaint case no. ********
  
  Dear Mr. *******,
  
  This letter is in response to your complaint to the Better Business Bureau regarding your loan with Blue Federal Credit Union (BFCU).
  
  Your complaint was reviewed and researched.  Your complaint included a few assertions.  Those assertions are addressed below with statements of fact.
  
  Assertion # 1:  Blue Federal Credit Union added insurance to your loan balance.
  
  Loan documents were signed August 14, 2019 for a 2020 Kawasaki with the following terms.
  9.99 annual percentage rate.
  60-month term.
  Monthly payments of $202.63 beginning September 28, 2019 and on the 28th of the month thereafter, until loan maturity date.
  
  The retail installment contract and security agreement signed on August 14, 2019 had a requirement that insurance for the collateral would be maintained for the term of the contract.  Additionally, an agreement to provide insurance form was signed that specified insurance for the collateral would be obtained and maintained until the loan was paid in full.  Both documents stated if insurance was not maintained by the borrower, BFCU could add collateral protection insurance for the collateral.  The agreement to provide insurance also stated collateral protection insurance premium could be added to the loan balance which may increase the monthly payment.  Copies of the retail installment agreement and agreement to provide insurance are included with this response.
  
  Assertion #2:  BFCU did not call, email, or send any letters to notify insurance was going to be added to the loan balance.
  
  BFCU utilizes Insurtrak, a third-party, to monitor and obtain insurance information for BFCU loans.  ********* attempted to obtain an initial insurance policy in October 2019.  An email was sent to your ***** email on October 1, 2019 requesting insurance.  A letter was also sent November 6, 2019.  These letters indicated insurance was needed otherwise collateral protection insurance (CPI) would be added to the loan balance.  A letter was mailed December 3, 2019 which stated CPI in the amount of $1,709 was purchased and added to the loan balance.  On January 22, 2020 a letter was mailed stating the monthly payment amount was increasing to $352.08.  Insurance was received and another letter was sent February 5, 2020 stating the amount of CPI that was refunded and that loan payments would be $202.63.
  
  *********** received notification insurance on the collateral was cancelled and an email was sent to your ***** email on March 16, 2021.  Another letter requesting insurance was sent April 14, 2021.  On May 14, 2021 a letter was sent stating CPI had been added to your loan balance in the amount of $1,558.  A letter mailed May 26, 2021 notified you of the payment change.
  
  Payments made after May 2021 did not include the additional collateral protection insurance monthly payment amount.  Since payments did not cover the full payment amount due, the loan was considered delinquent.  Collection efforts commenced and BFCU records indicate emails, letters and phone calls/voicemails began November 2021.  On December 23, 2021 you contacted the Member Solutions Department to make a payment.  A Member Solutions Representative (MSR) discussed that CPI had been added to the loan balance.  The MSR requested you obtain insurance, and you stated you would contact an insurance provider and have proof of insurance sent. 
  
  Collection efforts continued from December 2021 until September 19, 2022 when you contacted BFCU.  The collection efforts included emails, phone calls/voicemails, and letters.  The MSR notified you during the September 19, 2022 phone call the collateral was recommended for repossession and full payment would need to be received to stop repossession.  The MSR also notified you CPI was added to the loan balance, which increased your loan payments.
  
  On September 28, 2022 you contacted Member Solutions and an MSR explained how CPI was added to the loan balance.  A total amount due of $2,164.73 was discussed and you stated you would pay by September 30, 2022.  The MSR contacted you on September 30, 2022 to confirm receipt of a wire transfer. 
  
  Collection efforts began November 2022 and attempts to contact you included emails, letters, and phone calls/voicemails.  Contact was not made until December 2, 2022 when you called Member Solutions and made a payment on the loan.  During a phone call on December 9, 2022 you questioned the $350 fee that was added December 5, 2022.  The MSR reviewed the loan history and stated they would check with another employee to verify what the fee was for.  On December 12, 2022 you contacted BFCU and were upset at the $350 fee.  A supervisor attempted to call you and left a voicemail confirming the fee was correct.  The loan was paid in full December 23, 2022.
  
  Assertion #3:  BFCU added a fee to your loan balance the same day you contacted BFCU to request a payoff.
  
  The $350 fee was added to the loan balance, which was part of the repossession efforts.  BFCU uses a third-party to conduct repossessions.  When you contacted BFCU on December 2, 2022 to make a payment, which was not a request for payoff, the invoice for the $350 had not been received from the third party.  The fee was added December 5, 2022.  You requested a payoff on December 14, 2022.
  
  Stated Resolution:
  The stated resolution in the complaint was to refund the fee.  The fee was part of the repossession efforts that ceased with the December 2, 2022 payment.  As previously stated, BFCU utilizes a third-party for repossession.  BFCU cannot predict nor determine when the third-party will submit invoices.  BFCU quoted the fees that had been received by the third-party at the time you were quoted the total amount due in September 2022. 
  
  While BFCU understands the addition of fees is frustrating, the retail installment contract and security agreement that was signed by you does state if the loan was in default reasonable fees would be paid by the borrower.  Repossession was recommended due to serious delinquency and no contact with you after numerous attempts.
  
  Upon conclusion of our inquiry into your complaint we have not found Blue Federal Credit Union acted contrary to any collection efforts, regulation(s), policies, or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  Sincerely,
  
  Shannon E****
  Senior Internal Auditor

  Customer response

  01/06/2023

  Complaint: ********
  
  I am rejecting this response because:

  Repossession efforts ceased after my I paid the $2164 in SEPTEMBER 30th. November I was a month delinquent but not in repossession. I called December 5th and paid $4000 towards the loan. I told the clerk I would be calling back in a week to pay off the rest of the loan. December 5th is the same day I was miraculously charged $350 for additional repossession fees from September. I have the receipt to show I paid the repossession fees from September. Blue’s miscalculation of cost, or recategorizing of fees into whatever they want when someone says they’ll be paying the loan off early is not fair business practice or what I signed in the contract. Regardless of whether Blue uses a 3rd party or not for repossession does not constitute Blue to add fees whenever they want. Blue’s assertstion states that the borrower is responsible for reasonable repossession fees. Those were paid in the receipt for the amount of $260. At that point when the loan balance was paid up and the fees were paid, the issue at hand was settled. Nowhere in your agreement does it say additional fees from 2+ months ago will be added at will. 
  

  I would like to be refunded the $350 as the charge is fraudulent. 
  
  Regards,
  **** *******

  

  Business response

  01/20/2023

  
  January 20, 2023
  **** ******* *** ** ******** *** ******** ** *****
  
  RE: BBB Case No. ********
  
  Dear Mr. *******,
  
  This letter is in response to your rebuttal for the response BFCU sent to the Better Business Bureau (BBB) on January 3, 2023. The rebuttal complaint was reviewed in accordance with BBB complaint guidelines. 
  
  The rebuttal states repossession efforts ceased when you made a payment on September 30 2022.  That statement is true, however, BFCU did not receive another payment on the loan until December 5, 2022.  The loan would have been due for October and November 2022 at that time, and not the one payment as indicated in your rebuttal response.  Since the loan went delinquent after the September 30, 2022 payment, collection efforts began again and continued until payment was received on December 5, 2022. 
  
  Your rebuttal also states you want to be reimbursed the $350 fee that was charged in relation to repossession efforts on the loan. You further stated this charge was fraudulent and was not agreed by you when you signed your contract.  The contract does have a provision that allows for remedies when the loan is in default.  The $350 charge was in direct relation to repossession efforts and not fraudulent. 
  
  Management has reviewed the circumstances of the complaint and has agreed to reimburse the $350 fee.  This reimbursement is in the interest of member service and not required by any regulatory or consumer law.
  
  The reimbursement has been placed in your share account. 
  
  We appreciate the opportunity to address your complaint and greatly appreciate and value your membership.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor
  Cc:  BBB,
  Brian H*********, VP of Risk Lending

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  **** *******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used Blue Federal Credit Union for our new used car loan. This loan closed in March and Blue Federal Credit Union has lost our title. The car cannot be driven in 14 days due to temp registration expired. Noone calls us back and we have been to the DMV and they say they are waiting for Blue Fed CU. This is unexceptable service. ******* ******** ** ************ does not call back either.

  

  Business response

  10/04/2022

  
  October 4, 2022
  
  ***** ****** **** ******** ***** **** ********** ** *****
  
  RE: BBB Case No. ********
  
  Dear Ms. ******,
  
  This letter is in response to your complaint to the Better Business Bureau (BBB) regarding case number ********.  Your complaint regarding your vehicle title is addressed below.
  
  The complaint stated you closed on your vehicle loan in March and Blue Federal Credit Union (BFCU) lost your title, which according to the complaint has caused delays in the ability to drive the vehicle as it could not be registered. Further, the complaint states BFCU did not follow up with you regarding the delays.
  
  Management has reviewed the history and communication between you and BFCU.  Management has identified areas of improvement that have been implemented or will be implemented in the future.
  
  Area of Improvement #1:
  Management has implemented training for staff within the Title Department to utilize BFCUs member relationship management program to document interaction with members.  This implementation means any employee within the Title Department can assist members who call with questions in the event an employee is not available.  This program can also document any issues, such as the ones you experienced with the ********** Department of Motor Vehicles rejecting title processing for lack of payment for fees or lack of smog certification.
  
  Area of Improvement #2:
  The complaint stated BFCU employees did not follow up with you regarding the title issues.
  Management reviewed the circumstances and agreed follow up to you regarding the title issues was not conducted continuously or timely.  Employees have been coached on the importance of following up when there is an issue with title work.  The coaching of employees and enhanced training for employees utilizing BFCUs member relationship program should prevent the circumstances you experienced from occurring in the future.
  
  Stated Resolution, per complaint:
  The resolution in the complaint states you wanted the title issued resolved. The Title and Mortgage Lien Manager has been in contact with you regarding the status of your title.  The manager has overnighted a check to cover fees that was delivered October 3, 2022.  Confirmation of receiving the check was confirmed by the Manager via a phone call. 
  
  Further, the Manager will be available October 6, 2022 during the appointment between you and the ********** Department of Motor Vehicles in case there are any additional issues with the title.
  
  BFCU understands how frustrating it can be for our members when processes seem to take forever. We find that this can occasionally occur when dealing with a "third party" which has been the case for you.  Although it doesn't make the process any easier for you, we want to thank you for your patience, and for making us aware of your frustration.  In addition, procedures have been implemented to streamline the process and avoid similar situations in the future.
  
  Upon conclusion of our inquiry into the complaint we have not found Blue Federal Credit Union acted contrary to any regulation(s), policies, or procedures.  We have found areas of improvement and appreciate the opportunity to address this complaint.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor
  Cc:  BBB
  Melissa M****, VP of Loan Operations
  Rebecca T*********, VP of Risk
  
  
  

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Blue federal credit was found to be a good bank to refinance my auto loan at ***** *****. ********* was the middle man for this transaction. When i signed all the paperwork and agreed to the loan terms everything was finalized and I made my first payment. Blue fed never saw to it that ********* used this new loan from blue fed to pay off ***** *****. I made several calls to all three financial institutions from day one. I was now receiving late fees and overdue bills from ***** ***** and I told blue federal credit union to talk to ********* to send the payment to ***** *****. I told all 3 financial institutions that I was refraining from making any further payments until ***** ***** was paid and blue federal received the title to my truck. From the beginning of March to May 12 I maid an effort every week to have blue federal take care of this issue. On May 12, ***** ***** repossessed my truck and this has effect my business substantially financially. And at the end of all of this blue federal credit union drops my auto loan altogether and says it’s because I had not paid them in 2 months. I don’t understand how I’m suppose to make a payment to ***** ***** and a payment to blue federal credit union? Mean while ********* is sitting on cash. There is so much nonsense in this situation and I have yet to have anyone put an effort to makes this right for me.

  

  Business response

  06/09/2022

  June 9, 2022
  
  **** ******* **** ** ******* ****** ************ ** *****
  
  RE: BBB complaint case no. ********
  
  Dear Mr. ********
  
  This letter is in response to your complaint to the Better Business Bureau regarding your loan with Blue Federal Credit Union (BFCU).
  
  Your complaint was reviewed and researched.  Your complaint included a few assertions.  Those assertions are addressed below with statements of fact.
  
  Assertion # 1:  ******** and BFCU did not pay off the vehicle loan with ***** *****.
  
  You applied with ********, which is a nationwide auto loan broker that submits loan refinance applications to multiple financial institutions.  BFCU approved the loan with the information provided by ********, which included the payoff amount for your vehicle loan with ***** *****.  Loan documents were signed January 28, 2022, for a 2013 Ford **** Truck.
  
  In the BBB complaint you filed against ********, you acknowledged the payoff information was incorrect because you requested and received the two advanced loan payments you made on the ***** ***** loan.  Those advance payments were refunded to you, which changed the payoff information that was provided to ********.  You did not notify ******** and/or BFCU the payoff information used for approval was no longer valid.  The payoff money sent to ***** ***** was not sufficient to satisfy the loan.  BFCU was not notified the ***** ***** loan was not paid off until May 12, 2022, when you contacted BFCU and stated ***** ***** had repossessed the vehicle.  BFCU contacted ***** ***** on the same day and ***** ***** stated the funds for the pay off were returned to ******** in February.
  
  Assertion # 2:  You attempted contact weekly with BFCU several times to “take care of the issue” with ***** *****.  Additionally, BFCU “dropped” your auto loan.
  
  Our records indicate the first contact you initiated with BFCU was April 30, 2022, after a notice of delinquency was sent to you on April 28, 2022.  The conversation with BFCU stated you were unemployed and wanted to discuss your loan options.  At the time of the phone call your loan with BFCU was 16 days delinquent.  Between May 1 to May 11, 2022, BFCU attempted to contact you seven times and was not successful.  On May 12, 2022, you contacted BFCU after your vehicle was repossessed by ***** *****.  As previously stated, ***** ***** returned the funds for the payoff to ******** in February.  BFCU was not aware of the returned funds until the May 12, 2022 phone call. 
  
  On May 12, 2022, your loan with BFCU was 28 days delinquent.  BFCU contacted ******** to buy back the loan and return all funds.  BFCUs requesting the buy back from ******** took a few things into consideration, mainly, the vehicle loan with BFCU was delinquent, one payment was made on the BFCU vehicle loan, BFCU did not have a perfected lien, and ***** ***** was not paid off.  ******** returned the funds, which paid the loan off with BFCU.
  
  BFCU withdrew the loan and updated the three credit reporting bureaus, removing BFCU as a creditor for this vehicle loan.   The one payment made on March 8, 2022, for the vehicle loan with BFCU was returned to you. 
  
  Assertion #3:  The repossession of the collateral has affected your business/personal finances.
  
  It is BFCUs understanding from conversations with ******** and their response to your complaint filed with BBB, ******** paid the costs to ***** ***** to release the vehicle from repossession.  Further, ******** paid additional money to bring the ***** ***** loan to a current and paying status. 
  
  While Blue Federal Credit can empathize this situation caused some financial stress we have not found Blue Federal Credit Union acted contrary to any regulation(s), policies, or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  
  
  Shannon E****
  Senior Internal Auditor

• Initial Complaint

  04/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Blue Federal Credit union repo my car. They didn't have any information on the account correct. They said that they have left messages. The one time they called my wife I called them back they never called us back. We had our payments scheduled to automatically come out. We never received a letter or anything telling us that we were behind. Yes I realize I should have been more aware of what was going on. I am willing to pay what we owe. They are requesting us to pay off the loan before we can get the car back. They couldn't send us a letter informing us we were behind but the sent two about the loan amount. They came and got our car wrongfully. IWe were not notified we were behind. They told us that we have till Monday to get 30000. They have told us 29000 but on my credit report it says we owe 2600. I feel like they are giving us the run around about this whole thing. I understand that I am behind. I am not trying to get out of it I wish we had been notified before it got to repression.

  

  Business response

  04/21/2022

  
  April 21, 2021
  
  ******* ******** *** ******* **** ********** ** **********
  
  RE: BBB Case No. ********
  
  Dear Mr. ********,
  
  This letter is in response to your complaint to the Better Business Bureau (BBB) regarding case number ********. Your complaint included a few assertions which are addressed below with statements of fact.
  
  Assertion # 1:  BFCU did not have the correct contact information to correspond with you.
  Loan documents were signed October 17, 2020, for a 2015 Ford ******** with the following terms.
  $27,489.86 loan amount, which was a refinance of the vehicle loan with ********* Consumer
  16.70% annual percentage rate
  $587.89 monthly payments beginning December 16, 2020 and on the 16th of every month thereafter until loan maturity.
  Loan maturity date of May 16, 2027.
  The Note, Security Agreement and Truth in Lending Disclosure Statement and Loan Application included the address located on ******* ****.  Additionally, the loan application included a phone number and email that is reflected on your BFCU account and matches the contact information in your complaint to the BBB.  BFCU records do not indicate we received an address change or phone number update.  Updates to member(s) address or phone number are the responsibility of the member(s) to notify BFCU.
  
  Assertion #2:  Payments on the loan with BFCU were to automatically come out (complaint does not specify where payments were to come from).
  
  In reviewing the vehicle loan documents an Automated Clearing House (ACH) Payment Form was signed by you, however no other information was provided to indicate what financial institution the loan payments were to come from.
  
  Loan payment history shows ACH payments were made December 16, 2020 through May 21, 2021, July 20 (this would have covered the June 2021 payment), August 23, September 16, October 29, and December 13, 2021. After the December 13, 2021 payment, no further payments were received. 
  
  Assertion #3:  Your vehicle was repossessed without notification of default.
  
  Attempts at contacting you began in June 2021 when June’s payment was not made.  Attempts to contact you included email and phone numbers provided by you with your loan documentation.  Messages were left on voicemail and/or an answering machine.  BFCU did have contact with your wife on at least three occasions (July 19, 2021, October 28, 2021, and December 9, 2021) however she is not on the loan and no information could be provided to her.  Your wife did state she would have you contact BFCU regarding your car loan.  Contact was not made with you until April 1, 2022, when you contacted BFCU after the vehicle was repossessed.
  
  Assertion #4:  Your credit report states you owe $26,000 on the vehicle and BFCU states you owe $29,000.
  
  Late fees and interest accrue monthly when payments are not made.  The late fees, interest, along with repossession fees, which are $565.00 are included in the loan balance.  The total due on your loan, including all fees as of 4/11/2022 was $29,117.30.  The Note, Security Agreement and Truth in Lending Disclosure Statement that you signed and agreed to the terms had provisions for loan default and acceleration as well as a provision for repossession.  You agreed that if the loan defaulted, BFCU could declare the unpaid balance due and payable without demand or notice if the following occurred. You failed to make monthly payments when due or, Your prospect of payment, performance or realization of collateral is significantly impaired
  
  Payments on the loan ceased December 13, 2021.  The repossession provision states BFCU can sell the vehicle and apply those funds towards the balance of the loan.  If the sale does not pay the loan in full, you are responsible for the remaining balance. 
  
  While BFCU recognizes you may be experiencing financial hardship, our records indicate numerous attempts were made to contact you regarding the delinquency of the vehicle loan.  Our records further reflect the contact information provided on your loan application and BBB complaint is the same contact information within BFCUs systems.
  
  Upon conclusion of our inquiry into your complaint we have not found Blue Federal Credit Union acted contrary to any regulation(s), collection practices, policies, or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at ************.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor
  
  Cc:  BBB
  Brian H*********, VP of Lending and Member Solutions
  
  
  
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is **** ******** I got a loan from blue Federal credit union for my side by side (atv). I have had it for 14 months. I have paid my full payment every month. I had insane my atv for first 6month per salesman for loan. It lapsed at 6 months. Now 6 months later the bank has in creased my loan payment to 1000 dallors a month from 500. Cause they said they added $5000 to loan for there insurance wich I never agreed to. And they ruined my credit by 100 points. I have put insurance back on atv. I asked them I they would simply defer 2 months payments and add what ever I owe to there insurance at end of loan. They told me no! I not trying to get out of paying them just for them to fix my credit and understand times are tough now and keep payment the same. Thank you.

  

  Business response

  02/24/2022

  
  February 22, 2022
  
  **** ********
  *** ** ********** ****** ******* ** *****
  
  RE: BBB complaint case no. ********
  
  Dear Mr. ********,
  
  This letter is in response to your complaint to the Better Business Bureau regarding your loan with Blue Federal Credit Union (BFCU).
  
  Your complaint was reviewed and researched.  Your complaint included a few assertions.  Those assertions are addressed below with statements of fact.
  
  Assertion # 1:  Blue Federal Credit added insurance to your loan balance that you did not agree to.
  
  Loan documents were signed October 10, 2020 for a 2020 ******* ********** with the following terms.
  7.74 annual percentage rate.
  72-month term.
  Monthly payments of $503.78 beginning November 9, 2020 and on the 9th of the month thereafter, until loan maturity date.
  Loan maturity date of October 9, 2026.
  The retail installment agreement signed on October 10, 2020 had a requirement that insurance for the collateral would be maintained for the term of the contract.  Additionally, an agreement to provide insurance form was signed that specified insurance for the collateral would be obtained and maintained until the loan was paid in full.  Both documents stated if insurance was not maintained by the borrower, BFCU could add collateral protection insurance for the collateral.  The agreement to provide insurance also stated the collateral protection insurance premium could be added to the loan balance which may increase the monthly payment.  Copies of the retail installment agreement and agreement to provide insurance can be provided upon request.
  
  Assertion #2:  The collateral protection insurance premium increased the loan payment which resulted in negative information reported to credit reporting agencies.
  
  BFCU utilizes Insurtrak, a third-party, to monitor and obtain insurance information for BFCU loans.  Insurtrak was notified the insurance on the collateral for this loan was cancelled on 6/11/2021.  The complaint to the Better Business Bureau (BBB) also indicated the collateral was not insured for six months. 
  Our records indicate letters were sent to your address on July 21, 2021 and August 18, 2021 which indicated the insurance was cancelled.  The letters requested updated insurance information.  Additionally, the letters stated if insurance was not obtained a premium of $5,180 would be added to the loan balance.  A final letter sent September 22, 2021 stated the premium was added to the loan balance.  The collateral protection insurance premium of $5,180 was added to the loan balance on September 8, 2021.  The premium increased the loan payment from $503.78 to $953.81. 
  Payments made after September 8, 2021 did not include the additional collateral protection insurance monthly payment amount.  Since payments did not cover the full payment amount due, BFCU reported the delinquency to credit reporting agencies. 
  Our records indicate BFCU attempted to contact you many times via email and phone calls to discuss the delinquency starting on 10/20/2021.  Records indicate contact did not occur until you contacted BFCU on February 10, 2022.
  
  Stated Resolution:
  The stated resolution in the complaint was to add what was owed from the collateral protection insurance at the end of the loan to help with the payments.
  Since you have now provided evidence of insurance coverage for the collateral, a refund of the collateral protection insurance for $1,916 was credited to the loan balance on February 23, 2022.  This credit will reduce the February 9, 2021 payment to the original monthly payment of $503.78 and all subsequent payments will be due and payable on the 9th of the month.  Additionally, the new maturity date of the loan is March 9, 2028.  For the payment to remain $503.78, insurance must be kept on the vehicle until the loan is paid off.
  
  Upon conclusion of our inquiry into your complaint we have not found Blue Federal Credit Union acted contrary to any regulation(s), policies, or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  Sincerely,
  
  Shannon E****
  Senior Internal Auditor

  Customer response

  02/28/2022

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

  I will except the 503 payment. I've already notified them by phone ineeded a 2 month deferment from Feb and Mar. I will maintain insurance and start payments promptly in April. Thank you for your help.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I need copies of 2012 bank statements for all 12 months. In Nov / Dec 2021 (I didn't write the date down) I called Blue and spoke with a representative and requested all 2012 statements for my account. At that time, my account was with Community Financial credit union (CFCU), and that merged into Blue and my account number is unchanged. This representative told me it had to be researched and there may be a charge. I agreed. She said she set up the request, and that someone would call me "next week". No call occurred, and I heard nothing further. On January 31, 2022 I walked into the Blue location at 6850 W 119th in Broomfield, and told the teller I needed a copy of my Jan-Dec. 2012 statements. I explained the account was with CFCU at that time. She thought she could access and print them, but could not. She asked Personal Banker Alec T******* to assist. Both persons worked on this and could not access the 2012 statements. I explained to Mr. T******* that I had called in Nov/Dec 2021 and never heard back. He handed me his business card and said either he or the teller (whose name I did not record) would call me to give me an update once the request went to another department (I assume records). No call ever occurred. Feb. 2, 2022 I emailed Mr. T******* and remined him who I am, and about my reqeust, and I asked if the records request was submitted and what the anticipated time frame was for a response. Mr. T******* never responded. This same day I realized I had received an email from [email protected], that directed me to log in to "receive my statements". I did so, and the statements available only went back to Nov. 2014. Feb. 3, 2022, I emailed Mr. T******* again and explained I received an email the day before but the statements were not for 2012. I recevied no response. I have logged in several times looking for 2012 statements. They are not there. As of the date of this complaint, I've heard nothing from Blue.

  

  Business response

  02/16/2022

  
  February 14, 2022
  
  ****** ********* **** **** ****** *********** ** *****
  
  RE: BBB Case No. ********
  
  Dear Mr. *********,
  
  This letter is in response to your complaint to the Better Business Bureau regarding bank statements with Blue Federal Credit Union (BFCU).
  
  On February 14, 2022 the branch manager from Blue’s 119th Avenue branch contacted you regarding the complaint.  The conversation was regarding your frustration in not being able to obtain account statements for 2012 and attempts to contact employee(s) at Blue was difficult.  The conversation discussed the difficulty in getting a resolution to your request for account statements.
  
  The branch manager confirmed the account statement record retention policy is limited to seven years.  The branch manager also apologized for the delay in response and/or confusion over your request.
  
  Management has also reviewed your complaint and identified opportunities for improvement.    Blue Federal Credit Union thanks you for bringing your concerns to our attention. We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  
  
  Shannon E****
  Senior Internal Auditor
  
  
  

  Customer response

  02/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me, with one clarification: the breakdown was not limited to the 120th branch.  The issue is a company-wide failure to communicate and follow through.  

  
  

  As stated in my complaint, this started with me calling the customer service line and being told the request was in process and someone would call me.  No call ever ocurred.  I hope Blue realizes this IS NOT branch specific, though the branch manager of 120th was asked to call me to discuss.  Now that i know the retention of records is 7 years (as he nicely explained), I consider this matter resolved.
  
  Regards,
  
  ****** *********

• Initial Complaint

  09/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I started with this company in June 2021. I went with this company to refinance my van. My previous company had a secondary borrow ( My husband) on the account. I went with Blue so I would be the ONLY person on this vechicle. I filled out all the paperwork with solely my name on everything. I then went to the DMV beginning of JULY to get a new car registration since it should only be me on the vehicle now. COME to find out the DMV did receive the new title from Blue on 7/21/2021 BUT my Husbands name IS SITLL ON IT - HOW could this be?? I am the only person that is on this loan . I have been calling and emailing BLUE to remove his name off the title and submit this to the DMV - I have gotten no calls back and their emails say they are working on it- IT is now 9/14 and THIS is still not resolved. I need a title submitted to the DMV ASAP with ONLY my name on it **** ****** not ****** ********. I have attcched the loan documents that have ONLY my name on them

  

  Business response

  09/23/2021

  September 23, 2021
  
  **** ** ****** *** ******* ***** ****** ******* ** **********
  
  RE: BBB complaint
  
  Dear Ms. Delong,
  
  This letter is in response to your complaint to the Better Business Bureau regarding your vehicle loan and auto title with Blue Federal Credit Union (BFCU).
  
  Your complaint was reviewed and researched.  Your complaint included a few assertions.  Those assertions are addressed below with statements of fact.
  
  Assertion # 1:  The refinance of your vehicle loan was to ensure the loan and would be in your name only.
  
  You initiated a refinance of your vehicle through AutoPay, which Blue Federal Credit Union (BFCU) uses as a third party to provide auto loans to members.   AutoPay approved the loan, which indicated you as the only borrower. 
  
  Assertion #2:  The refinance of the vehicle loan was to remove your spouse from the auto title.  Further, DMV received a title on July 21, 2021, that showed your spouse remained on the auto title.
  
  When a vehicle is refinanced between two financial institutions there can be delays in the processing of title work.  When you attempted to change the vehicle registration on July 21, 2021, DMV had the title reflecting the lien release of the previous financial institution only. 
  
  You contacted BFCU regarding the vehicle title on August 30, 2021.  BFCU’s manager of Titles contacted AutoPay for an update on the title on the same day.  AutoPay was contacted again when BFCU received your complaint to the Better Business Bureau on September 14, 2021.
  
  Management contacted AutoPay on September 17, 2021 and spoke to AutoPay’s management in regards to the title.  AutoPay indicated they would escalate your title work to a high priority.  Management contacted you on September 17, 2021, to let you know what was being done to have the title work completed and reflecting only you as the owner.  Management contacted you again on September 22, 2021, to inform you the title was going to be shipped to AutoPay and AutoPay would deliver to your local jurisdiction in your county so you could ask the county to expedite the processing of the title.
  
  Management has remained diligent in contacting AutoPay regarding your title and keeping you informed of the process.  The delays are frustrating, but management is working closely with AutoPay to expedite your title processing.
  
  Upon conclusion of our inquiry into your complaint we have not found Blue Federal Credit Union acted contrary to any regulation(s), policies or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor

*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. ↩