ComplaintsforPremier America Credit Union

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called in to premier America last week to inform them that I was injured at work and I needed to know what we could do about payments. The customer service told me to call back in a week and talk about a skipped payment. So in a week thats what I did. Told them I needed to skip a payment til I got another check from work. There reply was, we only accept skipped payments if the account is current. This being first time asking for this I certainly wasnt familiar with any protocols to follow. They made it sound like its my fault I dont know the rules and absolutely shut down my request. Seems they want to repo my vehicle more than assist a loyal customer who pays his loan every month. Need your help to resolve this issue. Thx

  Business response

  12/13/2023

  Dear BBB,

  We apologize for any confusion, but we are unable to provide Skip-A-Payment to an already delinquent account. The member was advised when the delinquent payment was made, we could then defer a payment. We have reached out to the member again, about deferring payment now that the account is current, but member refused offer at this time.

  Should you have any other questions, please let us know.

  Thank you

   

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I began my services with this credit union back in June 2022. I refinanced my car through Premier America. I was helped by **************** at the************** branch. Once all the financing and everything was completed, I spoke with ********* via the phone to finalize all the paperwork so I could come in to sign. On this call, she explained to everything about the loan: the APR, monthly payment, loan term, etc. On the call she was also informed me that because my registration due date fell within their 90 day policy that would be included in the fees and everything included on the loan. In early July of 2022, I received paperwork from the ****** showing that my car was still owned by the previous bank I was with. I contacted Premier America in July for the first time asking why it still showed the old bank as the title holder of the car and was told by a representative not to worry and I should be receiving a new paper in the mail with the correct information. I gave them some time assuming everything would've been fixed by then. On September 8, 2022, I called Premier America back and let them know I never received anything and that my registration was due September 2, 2022. I was then transferred to ******* in the *** department at Premier America where I was informed she had no idea who I was, what I was talking about, and she would look into it. Later that day, I received a follow up phone call and ******* informed me they never received my title from the previous bank. She then informed me she tried to contact them twice since July 26,2022 and didn't get through to anybody. I asked her why In that time frame she didn't contact me and ask me to get into contact with them and she said "I don't know" then asked me to contact them. I contacted them and spent all of September going back and forth with ******* and a representative from the other bank. (I've attached file with full report of the problem below, as all didn't fit)

  Business response

  11/16/2022

  Business Response /* (1000, 8, 2022/11/14) */ Dear Ms. ****, Thank you for contacting us through the ***. I confirmed that our VP spoke to you to communicate that we were able to resolve your claim on October 25th. We are here to serve our member-owners and hope to continue to provide the service you deserve. Respectfully, *********** Consumer Response /* (2000, 10, 2022/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Well, this started with a transaction they let go through on my account even though I opted out of any type of overdraft, but they chose to do it anyways, and and of course charge me $29 to do so, again even though I have opted out of any type of overdraft protection, therefore this transaction should never have gone through, should have been declined. When you reach out to them 3 messages send, 2 phone messages left since they wont answer live support. At my wits end, no so much the money, but fraudulent use of my account from the place that is supposed to protect you from fraud your own bank. They either changed my opt in form , or chose to ignore the law and pay the charge so they could attempt to charge me a fee. They even advertise free overdraft, another fraud. I used to think this was a good bank, not so much now.

  Business response

  06/01/2022

  Consumer Response /* (2000, 6, 2022/05/31) */ They have made good and refunded there mistake, it does not change there awful customer service. But Thank you for your help.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/12/2022, I called Premier America Credit Union for assistance with a 401K check issued by ADP from my former employer. The check is missing the last letter of my first name. I was calling to verify the process so that I can deposit this check. I ended up calling two times, and wasted over half an hour with no resolution to my problem. The first time I called, the associate on the phone went through 6 levels of verification before even allowing me to ask a question. After verifying, the phone cut out and I was hung up on. The second time I called, the gentleman who answered the phone kept cutting me off and speaking over me. He suggested "that I try to deposit at a local credit union branch but it might get rejected, he didn't know" and when I said "do you think I should choose a local institution to bank with" then, he started asking for clarification on my issue. Since I no longer have a local Premier America Branch, I cannot walk in locally to resolve my problem. When I was placed on hold after 20 minutes, the call disconnected. I still don't have an answer about how to fix my problem.

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/05/27) */ Contact Name and Title: ************* Contact Phone: ************ Contact Email: ******************************** May 25, 2022 Dear **********: Thank you for your inquiry made to the Better Business Bureau dated on May 13, 2022, and for your long and valued relationship with us. ************, President & CEO of Premier America Credit Union, has asked me to personally look into your situation. Your inquiry described the concerns about our willingness to accept a check issued to you, where your name had been misspelled. Additionally, your call was dropped and there was no call back from the second team member you spoke to. **********, we appreciate your patience while we addressed this request . I truly appreciate you taking the time to speak to me on Saturday, May 14, 2022. At Premier America Credit Union, we pride ourselves in providing excellent member experiences and we strive to make it easy for our members to conduct their financial transactions with us. Your recent experience with us did not meet the expectation we strive for. We did not call back and provide you with feedback on whether or not we would accept the check with the misspelling of your name . Per our conversation you already made arrangements to deposit the check with another Financial Institution and no further action is needed by Premier America Credit Union. We are continually looking for ways to improve our processes and your feedback will be factored in to improvements we are making. Thank you again for the opportunity to improve your experience. We are always here to listen to our members and do our best to provide you with the value and service you deserve. If you have any additional questions or feedback, here is my direct contact information (**************. Thank you for being a valued member of Premier America Credit Union.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was shopping around for credit for a auto loan, and I came across Premier American Credit Union. I used their pre approval application process that is supposed to not affect your credit, and submitted it. Now I have a hard inquiry on my account, that has been very hard to remove. I have tried contacting the business with no luck. My inquiry date is Dec. 19th 2021.

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2022/05/24) */ Contact Name and Title: ************ Consumer Und Contact Phone: ************ Contact Email: ****************************** Good evening, Upon reviewing the loan application submitted on 12/19/2021 and working with ***************, which is the refinance partner that **************** went through to apply for the refinance of his vehicle, we were able to confirm that ******** has the recording confirming **************** agreed to have credit inquiry pulled to apply for the refinance. ******** confirmed ******* verified social security number and was provided with the application review timeframe. ******** representative provided **************** with the next steps after credit was pulled and applicant agreed. Additionally, we have attempted to connect with ******* to review what was provided by ******** and answer any additional questions he might have, but have not been successful in reaching him. We have only been able to leave 2 voicemails. Please advise if we can further support.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am switching banks and in order to close my old bank account I have to stop any automatic payments going to this old account. I have been trying to get Premier America to stop my automatic payments for 4 days now, without success. Not like other financial institutions, you can't do it online. It doesn't work. I have been trying multiple times. They want me to go to one of their branches, 6hrs away to get that done. I finally was able to get them to send me a DocuSign to have them switch my banks for the auto payment, however, they are asking for a void check which I do not have. I do not use checks and do everything online. It shouldn't be that complicated to switch your auto payment from one bank to another!!!! I called several times and I am just spinning around. I want my actual automatic payment to be stop from going to my old bank account!!!! Is it too much to ask????

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/10) */ Contact Name and Title: ***** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ******************************** May 10, 2022 Ms. ******** ********* *********************************** XXXXX-XXXX Dear Ms. *********: Thank you for your inquiry made to the Better Business Bureau dated April 21, 2022, and for your long and valued relationship with us. ************, President & CEO of Premier America Credit Union, has asked me to personally look into your situation. Your inquiry described the concerns about changing the automatic payment instructions for your automobile loan with us. At Premier America, we pride ourselves in providing excellent member experiences. That you experienced anything less than that is dismaying to us. Certainly, we strive to make it easy for our members to conduct their financial transactions with us. Upon research, we found that your request had been completed on April 20, 2022. We are continually looking for ways to improve our processes, and your feedback will be factored in to improvements we are making. Ms. *********, we appreciate your patience while we addressed this request. I have attempted to reach you by phone to review this with you, and I hope that you will contact me if you need further assistance or information. Thank you again for the opportunity to improve your experience. We are always here to listen to our members and do our best to provide you with the value and service you deserve. If you have any additional questions or feedback, here is my direct contact information (XXX) XXX-XXXX. Thank you for being a valued member.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Every time I try paying anything of the amount I owe off they make the amount go higher. How can I even be able to fully pay off the account and close it if they keep raising the amount? I ask and they keep giving me a run around. They also keep locking the account information to the point where I can't log in to see the amount I have left to pay.

  Business response

  05/03/2022

  Business Response /* (1000, 5, 2022/04/06) */ Contact Name and Title: ****** *******, Vice Pres Contact Phone: ************ Contact Email:********************************** Thank you for letting us know about your concerns regarding your experience with your account at Premier America. Premier America Credit Union strives to provide excellent service to all of our member-owners. I have researched your concerns outlined. Your account balance has increased, due to an outstanding balance owed, with no payments made since January 2021. Interest continues to accrue until the account is paid in full, per your contract. Several attempts were made to contact you to understand your situation and help resolve this account. Unfortunately, we have not been able to successfully contact you. Our records Indicate that you request contact only via email and regular USPS mail. We look forward to working together to resolve the outstanding balance and clarify any confusion. Please reach out to us at ************, option 3, to discuss. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not made any attempts to get into contact with me. Solution is allow me to see what's going on with my account instead of locking me out. How can I trust them to not be making things more difficult for me. I would be happy to set up a payment plan. Business Response /* (4000, 9, 2022/04/21) */ Thank you for your response. We would love to be able to resolve this with you. Please reach out to us, so that we may provide you the documentation you need and resolve this. Unfortunately, since we have received a cease and desist from you, we will need you to contact us directly. We look forward to speaking to you.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There were fraudulent charges on my debit card, so I called on 12/29 and spoke with card services. Thankfully, I did not have enough money in the account to cover the charges, so all but a **** charge were denied, and I was told on the that date, that it would not process since I had reported it as fraud. Two days later, I noticed that the charge was processed, and I was then charged an NSF charge on top of that, so I called again, and spoke with card services, who then tried contacting the bank, but the bank did not answer, so I had to call them back directly on my own. During that call, I again reported the fraud, and they reversed the NSF charge, but said that they **** charge, would be refunded within 5 days. Since this, I have still not been refunded the icorrect charge, and they are now telling me that I never reported this. I have attached all of the message exchange I have had with them, as it makes no sense, and instead of fixing this, they keep telling me I need to contact someone else, when I have contacted everyone involved multiple times, but they still will not fix it.

  Business response

  01/26/2022

  Consumer Response /* (2000, 5, 2022/01/26) */ After I told them I filed a complaint with you, amazingly they helped and finally fixed the issue.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my first car September 2016 and used this specific bank for my car loan. I ended up moving to CO August 2018, where I managed to pay off my car loan May 2021. Although I had my car registered in CO since October 2018, I had moved multiple times for my graduate program. I had changed my address just prior to paying off my loans and when I spoke to a customer service representative May 2021 after paying off my loans, they had informed me that I would receive my title at my current address in the next month or two. I had patiently waited for 3 months. When I contacted customer service using this number: XXX-XXX-XXXX, it took multiple trials and long hours of waiting, but I had eventually been informed that my title got sent to the a DMV in CA, for an unknown reason. When I contacted the DMV, they did not have record of my title. When I contacted the bank again, they changed their story and told me that got sent to a DMV in CO. Yet, when I called the DMV in CO, they did not have my title. I have made at least 50 calls and only twice did I speak with a rep, both of which were kind but incredibly unhelpful. Finally, I ended up physically visiting this bank where a kind employee guided me to the Sacramento DMV in CA to get a duplicate title, which explains why my title was not at the other two DMV's I had previously contacted. Unfortunately, because I have been residing in CO for the past 3 years, I have to expend my time and money in efforts of eventually receiving the title of my own car, that I have worked years to pay off. This has caused a great deal of emotional distress and a significant loss of time in attempts to contact this company and deduce where my title has been sent to.

  Business response

  01/11/2022

  Business Response /* (1000, 6, 2022/01/11) */ We have contacted our member, ***************** to explain the issue with her title. We will be providing her required documents to complete a change of address with DMV as well as request a duplicate title. We have provided ********* with our direct contact information for any questions. Consumer Response /* (2000, 13, 2022/06/03) */ I have finally received my car title.

*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. ↩