ComplaintsforOneAZ Credit Union

• Initial Complaint

  11/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First week of Oct 2024. I went to the branch at *************************************** to request for a new credit card since I did not receive a new card and my old card that I have is actually expired.The lady that talked to me had a hard time reviewing my account, by the looks of her face it looks like there is an issue that she is not telling me. Anyway, she asked for help from one of her collague and she said that my card ***lacement was initially sent around July 2024. However, I did not receive such card. Now, long story short, she was able to request for a new card that should be delivered 1-2 weeks.I told her that I need that card before November because I will have my wedding out of the country for 2 months. She said it should arrive on time. 1.5weeks later i received my new card. Called customer service, activated my card. Thought was everything was ok. Never used my card since i received it because I am saving this for my trip Now its Nov 2 and i tried to purchase something just to test it out and it was declined. Called the number at the back of the card and they said my card was closed. And what the *** told me if its closed is that "I dont want the card" Why would I not want the card? and why was the card closed on its own? I did not authorize the closure of the card.I need this card ASAP, either expedite this or ship it to my address in a foreign country.

  

  Business response

  11/04/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer response

  11/04/2024

  
  Better Business Bureau:
  
  I have a received a call from OneAZ corporate office first thing in the morning. To me, this is a very prompt response and my issue has been resolved within 30 minutes after they have called me. I was advised to email them directly if I get another issue using the credit card that they just reactivated.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I cannot get ahold of customer service in person and cannot correct this problem

  

  Business response

  10/21/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/30 approval $38,900.00, 9/21 $5,000/ 9/23 approval $38,794.96. 9/25/2024 instant approval$12,000. Highly recommended approvals on my app, so I filled out for them based on what my credit union was giving me.The last instant approval ***** ****** stopped me from utilizing my first credit card reason unknown to me. I called fraud at about almost 10:00pm asking if it was a block on my account and the rep ********************* no that I would have to call customer service in the morning to get it resolved because it had nothing to do with the fraud ***** The next day I spoke to *****, and he was asking me questions. He then proceeds to tell me I needed to step inside of a branch and bring a copy of my ID, social security card, my paycheck stubs, and my W2. Which I replied to him you already have all of that except my W2. He stated that it wasn't legible, so I had to bring original copies in. I asked ***** could I email this information in, and he said No because it might now come through clearly.He locked me out of my online account without giving me a valid reason I took the docs to a branch. He stated he had to send it to underwriting and would call me tomorrow 09/27 which he never called. I was explaining to ***** that he has to be aware of pronouns. Because of the way I sound ***** never took the time to look at notes on my account where the representative noted my pronouns. I've told several representatives with OneAZ that I'm transitioning. ***** has put me under a lot of stress and duress as it is illegal for a creditor to discriminate based on *** (sexual orientation& gender identity), Race or Color. I have been already instantly approved for the accounts that I've mention above by the representatives and underwriting but because I didnt sound like ***** expected me to he revoked my access to my online account which is against the law. The 14th Amendment provides, in part that no state can "deny to any person within its jurisdiction the equal protection of the laws.

  

  Business response

  10/04/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OneAZ Credit Union sold me a Route 66 extended warranty for my truck on January 24, 2022 for $2010. The OneAZ representative asked what I thought the mileage was. I replied somewhere between ****** and ****** miles. On that warranty application, OneAZ Credit Union entered ****** miles at the time the warranty was sold. In June of 2024, my truck has a catastrophic oil pump failure; the engine needs to be replaced. Route 66 is questioning the ****** miles on the warranty. Because OneAZ was not able to prove that mileage with a picture or affadavit that says that mileage was verified on the date of the warranty purchase, OneAZ wants me to send a picture of the milage as of 1/24/2022. Clearly I do not have a picture of the mileage because I was not told it was my responsibility to prove the mileage. Since I don't have a mileage photo, my engine repair has been denied. I believe that OneAZ is responsible for this mileage error and should be held accountable.

  

  Business response

  08/28/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was racially profiled and discriminated against. I applied for a line of credit with One AZ Credit union. I was 1st conditionally approved. I was aske d to provide income docs which I did and it was finally approved. I was asked to open a checking account to become a member and I did. In my online portal, the credit line and funds were already in and available. I transferred the funds from the credit line into my checking account without an issue. The funds were available, if I had a debit card, I could have used at my pleasure. I wen to the bank for a cashiers check to make a purchase and I was kept in the bank for an hour and 45 minutes. The manager had the teller asking me questions about why I needed the funds and other weird prying questions. They refused to give me a check and flagged my account. I was told by both **** and **** in risk assessment that the manager of the branch flagged it. She flagged it based on nothing but how I looked. Risk ********** then asked me to supply documents proving my identity, Social Security Card, extra forms of ID, and they even required me to sign an IRS form 4506 simply because of how I look. Again this is all regarding a loan that was already approved and funded. I spoke to a loan officer at the ** after the fact and he's never heard of anything like this happening. I provided everything they asked for and they denied it anyway. I have excellent credit and income and I provided everything they asked for. This was nothing but racism.

  

  Business response

  08/28/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer response

  08/28/2024

  The Equal Credit Opportunity Act (ECOA) prohibits
  discrimination in any aspect of a credit transaction. It applies
  to any extension of credit, including extensions of credit to
  small businesses, corporations, partnerships, and trusts.
  The ECOA prohibits discrimination based on
  Race or color,
  Religion,
  National origin,
  ***,
  Marital status,
  Age (provided the applicant has the capacity to
  contract),
  The applicants receipt of income derived from any
  public assistance program, or
  The applicants exercise, in good faith, of any right
  under the Consumer Credit Protection Act.

  

  Business response

  09/04/2024

  Tell us why here...OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer response

  09/06/2024

  I have not received any response from OneAZ In person or by mail or through the bbb portal. I did receive a denial letter stating that they closed the account due to too many inquiries. Not only did they have this information before approving, its completely different from the reason **** (risk ***** told me. If that was the case, why would they also close my checking and savings account? They need to own up to the racial profiling committed by the branch manager who kept me in the bank over an hour and didnt have the common respect to come out of her office and tell me why. Accountability is severely lacking with this company.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nearly a month ago, OneAZ Credit Union locked my account due to a ********************** bureau dispute that stemmed from an identity theft incident earlier this year. My truck was stolen at the beginning of the year, containing sensitive information, which led me to lock my credit reports. Despite having established loans with OneAZ well before this incident, my account was locked without prior notification.The main issue lies in my interaction with a representative named ****. When I initially called, another representative incorrectly informed me that my card had been reported stolen. Upon further investigation, I was transferred to ****. During our conversation, **** laughed condescendingly and stated, "Hah, it's not stolen," before adopting an accusatory tone. I explained my situation, but she insisted I visit a branch to submit documents. Despite complying, my account remains locked, and I received no status updates unless I called in.****'s subsequent interactions were equally unprofessional. She spoke to me in a patronizing manner, stating, "Well, I'm going to keep your account locked until I get to the bottom of this," and implying that I was the only one benefiting from the situation. This insinuation is baseless, considering my long-standing relationship with OneAZ and my existing loans.This ordeal has caused significant inconvenience and distress. My access to funds is restricted, affecting my financial stability and peace of mind. The lack of communication and the unprofessional behavior of the representative have exacerbated the situation.I have made multiple attempts to resolve this issue by calling OneAZ Credit Union and visiting a branch to submit the required documents. Despite these efforts, my account remains locked, and I continue to receive inadequate communication regarding the status of my account.

  

  Business response

  06/26/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trust account with my mother's name on it. I told them I was the trustee with my mother, and wanted her to be on it as well as long as she was able. They then did the wrong account and did not allow me any control over the account even though I gave them the paperwork. She is now too frail to go into the bank and they are denying me access to the mail address to have the statement changed. I was just informed that the reason they did this is that the original persons signing her up for this signed it up wrongly in the computer. I am at a loss. I cannot bring my frail mother in the bank. This is now impossible without a complaint in a court of law. They seem unwilling to resolve this very simple problem. I am really disappointed in their customer service and ability to handle trust accounts.

  

  Business response

  06/14/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In the first part of February of 2024 I noticed fraudulent charges ***** 2 times on my credit card from oneaz credit Union. I reported these fraudulent charges immediately and they reissued me another card promising me a provisional credit until the investigation was complete. They never issued me a provisional credit in fact they charged me another $***** for a transfer fee and another $***** for a late fee. Please understand I did not know these fraudulent charges occurred until early February. Repeated calls to credit Union have been to no avail. The credit protection they offered in the contract does not exist they did not honor it in fact they have done the opposite..

  

  Business response

  03/27/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer response

  03/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this as I've had an ongoing fraud case for the past 6 months that is still not resolved. Yes, Sept 15 2023, my credit card had fraud charges totalling over $1555. I was told everything would be taken care of, my card would be shut down and I'd get a new one. I was issued a new one, but every time I would call they would give me the run around saying it takes time to investigate and I don't need to call every week. Since Sept I have been charged $158.36 in interest and credit insurance fees, due to them not reversing the fraud charges, that they transferred to my new card Sept 17 2023. Now I have $1712.65 that should be refunded back to me and I never get answers. Finally over a month ago when calling, I was told fruad **** had closed the case multiple times, citing the charges never posted or went through. Clearly they did and the person on phone saw that too. It was back and forth between fraud and disputes **** and never fixed or resolved. Now I've been told it has been sent to escalations **** Feb 10 2024, and shows as 'in progress or under review ' yet that's the only answer I got. No estimated time of reversing the fraud or nothing to fix the issue. In a matter of a few days I'll be charged more interest yet again. My total balance showing is $1922.77 yet just over $200 is my own spending. I don't know how else to get this issue resolved considering it's been 6 months of no resolution. I have thought about closing my card completely and refinancing my auto loan with another bank due to this ridiculousness that I've been dealing with. The only reason I havent closed everything is to keep my credit score high, but with such a high balance showing up monthly is only hurting my credit at this point. I want resolution immediately and answers as to why this case has been put on the back burner and no one has been held accounted for their lack of effort doing their job.

  

  Business response

  02/29/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Please review the attached communication which i had done with CMSupport, they have not responded me for a mere small dispute since more then last 6 months. As this remains unresolved even after this BBB Complaint i am going to deduct that from my next payable outstanding. Sorry. MY experience with ONE-AZ CU is class apart and beyond satisfying but somehow this credit card customer support i believe which is with PSCU is beyond standards and degraded. I have chased them with 5-7 emails and more or less even higher phone calls. they seem to be least bothered to sort this out it seems. I want this to be resolved and also the confirmation of the credits posted. Thank you

  

  Business response

  02/21/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer response

  02/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩