ComplaintsforPremier Members Credit Union

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a co-signer on a vehicle for someone. They contacted me anytime the vehicle was behind on payments. They just repossessed the vehicle without letting me know the payments were behind or contacting me at all. They said they dont have to contact anyone but the primary owner. I feel like as a co-signer I should also be made aware if the vehicle is in repossession status. When I spoke to them on the 19th not once did they give me a deadline nor say anything about the vehicle being up for repossession. She also said that I signed a contract stating that I would be liable for making the payments but if Im not aware that the payments arent being made because the vehicle belongs to someone else how am I supposed to make a payment or know that a payment needs to be made? I feel like the vehicle shouldnt have been repossessed without at least reaching out to me.

  

  Business response

  10/17/2024

  Premier Members Credit Union would like to thank the member for taking the time to express their concerns and provide details around their experience. We have reached out to the member directly to resolve to this issue. We encouraged them to contact us with further questions.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an auto lease for a 2011 *** 550i back on Oct 4, 2019 through LA motors Premier Members Credit Union in ********. The car was listed for $13,499, the loan I got for the car was for $20,000 including the interest rate over a 60 month loan. In 2020 the pandemic hit, I lost everything and had to take the pandemic relief offerings that the bank was giving to its car loan customers. I took the relief request 3 times when the pandemic caused me to make late payments in 2021. However, I was able to mange getting my payments caught up in 2022, just to suffer a setback in early 2023 when the car broke down. I couldnt afford payments on a car note and the insurance the bank advised me to have due to Covid. They told me it would make my monthly car note higher since they had to add insurance, but I agreed to it because the premium for their insurance plus the car note was a lot less then paying for my own insurance and car note. They did not once say to me that using their insurance would raise the rates of my apr, nor did they convey that my apr and late fees were staking up as they claimed on a call. When last asked if I was caught up on payments I was told yes, nothing about what I owed outside of the loan. So I expected my lease was on schedule, but theyre claiming I still owe 7k on the car loan with no explanation why even though my payments are caught up. Thats c*** Were on month 59 of a 60 month lease. *** also invested well over 9k of personal money into making sure the car continues to run. Before my 5 year leasing agreement will supposed to have ended on Oct 4, 2024, I will have replaced *( both turbos, coolant turbo lines, fuel pump, water pump, serpentine belt, valve gasket, smaller oil pan gasket which was a twelve hr job very expensive, thermostat, driver side radiator and backup camera) and thats jus what I can immediately remember. I shouldnt be paying more money for this vehicle and I shouldnt be paying 27k on a 13k loan. Please help.

  

  Business response

  09/19/2024

  We thank the consumer for taking the time to express their concerns. We have communicated directly with the consumer to ensure resolution and have requested direct contact if needed in the future.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Account not included in Bankruptcy Credit reporting agencies show false information and says account closed They have blocked my access to the account I cannot login get statements or pay I had to file a Bankruptcy and is now discharged.. this account was NOT included in BK

  

  Business response

  07/01/2024

  We have received this request and have routed the request internally for resolution. We will be in contact soon with a resolution. We thank you consumer for reaching out to us.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has happened within the last month. I lost my job and I'm also a realtor so money has been a problem. I ******** my account which I accept the fee, then it gets to be over $1000 and they just decline the transaction but still charge me the $32 fee. Over the past month, they have charged me ****************************** $1088 which is double what I was originally overdraft for, $500. Outrageous! How are you helping the problem! Now I'm negative $1588.

  Customer response

  08/11/2023

  They said they're refunding me the 34 overdraft fees. 

  Customer response

  08/15/2023

  So they originally refunded me a few overdraft fees then when I deposited money they immediately put it on hold and have given me another 4 overdraft fees while money is pending in my account. 

  

  Business response

  08/18/2023

  We would like to thank the consumer for taking the time to express their additional concerns regarding their experience. We will be communicating our response directly to the consumer to be able to fully resolve any issues or additional concerns.

  Customer response

  10/12/2023

  They're charging me overdraft fees when there's money in my bank account?! How can they do that!

  

  Business response

  10/24/2023

  We thank the consumer for taking the time to express additional concerns. We have communicated directly with the consumer to ensure resolution and have requested direct contact if needed in the future.

  

  Business response

  10/25/2023

  We thank the consumer for taking the time to express additional concerns. We have communicated directly with the consumer to ensure resolution and have requested direct contact if needed in the future.

  Customer response

  10/25/2023

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

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Auto Loan financed with PMCU. I am co signer for daughter ****** *****************. Car deemed totaled on Feb 13, 2023. It took some time for insurance co, Esurance to solve our claim. I received a letter from PMCU that insurance of $1600 would be purchased on my behalf if I did this not show proof for dates of May 1, 2023 to current. I contacted PMCU on June 26, 2023 and was informed by **** ***** that all I needed was Letter of Guarantee with total loss date from Esurance. Letter was emailed from Esurance to PMCU on same day. I called PMCU next day June 27, 2023 to follow up. I spoke with rep ****** who confirmed Letter of Guarantee with total loss date of Feb 13, 2023 was received from Esurance. He also also informed me insurance amount of $1600 will no longer be needed(for May 1 to current) as the letter is showing total loss date of Feb 13. I checked my PMCU account June 29th and $1620 for insurance was added to my loan. I contacted PMCU who referred me to CPI, the insurance **** for PMCU. I spoke with ***** who advised me they would need documentation from loan **** and was referred back to PMCU loan **** I was transferred to supervisor named *******. ******* would not let me speak and kept insisting I was responsible for insurance and that he cant just take my word that my car was totaled. I tried to explain that Letter of Guarantee with total loss date should be on file. He disregarded my words and would not answer my questions. I called CPI **** again and spoke with ***** who reached out to loan ****. After being placed on hold, ***** informed me she was advised by loan ****. they are still waiting on my Letter of Guarantee. I continue to get conflicting info and run around. On June 27, 2023, when I spoke with representative ****** at PMCU he confirmed Letter of Guarantee was received from Esurance with total loss date of February 13,2023. He advised letter was showing on my account and that the letter was signed on their end and sent to Esurance.

  

  Business response

  07/11/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to resolve the issue. We encourage the consumer to contact us with further questions.

  Customer response

  07/12/2023

   
  Complaint: 20258146
  
  I am still waiting for issues to be resolved:
  
  **************************** And ****** *****************

  

  Business response

  08/02/2023

  We have mailed a response to the member (as well as talked to them) prior to July 11, 2023.  We then posted this on the BBB website for ********************:
  
  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to resolve the issue. We encourage the consumer to contact us with further questions.

  

  Business response

  08/02/2023

  I am the new recent point person for our organization for BBB, and I have just seen the update posted on 7/12/23 regarding further follow-up. I am sending that to our necessary departments now for immediate reply. Thank you for your patience.

  

  Business response

  08/02/2023

  The attached email thread shows that I have just updated our staff on their response for ** to issue the next follow-up.
  
  Many thanks.

  

  Business response

  08/07/2023

  Here is a timeline of what has taken place since the customer last reached out:
  
  7/7/23 PMCU contacted ********************* and she appreciated the phone call. We reviewed the following bullet points.
  * Apologize for the challenges
  * CPI has been refunded
  * We reached out to the dealership and were able to get the warranty cancelled. A check was being mailed from the dealership and we will post to account once PMCU receives it.
  * PMCU is in communication with Esurance on the total loss check
  * We have made changes to our processes for the future
  * We have provided training to team members.
  7/16/23 PMCU informed ********************* that we received the warranty check from dealership.
  7/17/23 PMCU informed ********************* that we received the insurance payment check.
  7/27/23 ********************* closed the share savings
  
  We have followed up to be sure that the member is happy with the end solution, which has been indicated to us as Yes.

  

  Business response

  08/08/2023

  We have responded to the consumer and were happy to review the situation further if they have any additional questions. Please contact our **************** Department if more assistance is required at ************.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I noticed a hard inquiry from Premier Members Credit Union on my credit report and contacted the company about it as I did not authorize any inquiries. After several hours of phone calls I spoke with someone at Premier Members Credit Union and they informed me that they can pull my credit whenever they want do to a loan I signed over 7 years ago. I want this hard inquiry removed.

  

  Business response

  03/24/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have responded to the consumer directly on this issue. We encourage the consumer to contact us with further questions.

  Customer response

  03/24/2023

   
  Complaint: 19588739
  
  I am rejecting this response because:

  
  They have not spoken to me regarding this issue. 
  Sincerely,
  
  *******************

  

  Business response

  03/30/2023

  Our sincere apologies, we used an old address when we mailed correspondence to this consumer. We are in contact with the consumer and have provided information that was requested.

• Initial Complaint

  02/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have routinely encountered situations with this credit where I am unable to use my card with no notification or advanced notice. This bank is regularly unwilling and unable to do what needs to be done to give me access to my money through my card. This afternoon (Saturday, February 4, 2023) I was trying to buy groceries and was ultimately unable to because of some problem with my card on the credit union's part. When I tried to contact them via their 24/7 phone support that is listed on their website, I was told that no one is available and to call back during normal business hours. I contacted the 800 number also listed on their website and was told that their system was down and to contact during normal business hours. It is Saturday afternoon and I am unable to access my money to pay for my groceries. I will have to call on Monday, and since I work overnights, that means I'll have to be awake at a time when I should be sleeping on a day that is not my day off because this credit union has locked me out of using my card. Additionally, I was just in a house fire last week and am needing to access my card more than normal. This credit union has given me no means with which to troubleshoot this issue, and like I said, this is something that has happened often before. I'd be happy to provide details of those instances as well. I travel often and have more than once been stranded because I couldn't access funds because of technical issues or other issues on PMCU's end.

  

  Business response

  02/15/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to resolve the issue. We encourage the consumer to contact us with further questions.

• Initial Complaint

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had proof of insurance company fined us anyway did not notify ** . Increased are car payment did not notify us. Put our car in repossession did not notify us. We had to pay over $3000 to keep our car and bring our payments back to normal. Everytime we make a payment it takes weeks to update the payment. They refuse to send a copy of our contract. Worst financing company I have ever dealt with.

  

  Business response

  02/01/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to responds to this issue.  We encourage the consumer to contact us with further questions.

  Customer response

  02/02/2023

   
  Complaint: 18873972
  
  I am rejecting this response because: you did not address my concerns or reach out to me. Your company has several complaints about the same issue. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/16/2023

  We have attempted to contact this consumer, provided contact information, but received no calls back and attempted to leave voice mail messages on multiple lines but were unable to do so as both mailboxes were full. We remain open to communicating with the consumer.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have tried to refinance my house with PMCU, initially I applied and provided all documents and statements that bank required, I was told and even signed a second application/disclosure and was told everything looked good. Couple weeks go by I dont hear anything from the bank and I contacted the mortgage banker last Tuesday that I was working with to ask how are things proceeding, he than told me he will let me know Thursday the latest by Friday, I did not hear from him so I just called him today (Monday the 9th) to find out of he knows anything, he told me than that underwriter has rejected my Loan do to decrease in my income, my income has increased over $7,000, seems like they didnt even take time to look at my income taxes. 5 weeks wasted, and higher interest in that time period. Totally unprofessional organization.

  

  Business response

  02/06/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to responds to this issue. We encourage the consumer to contact us with further questions.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/27/2022 I would like to have some help with investigation on a car loan, I have not received no statements and I have no access to online account to see anything that I have paid on my car loan, when I called the credit union, they told me the first three statements are free and the rest I would have to pay $25 a statement that I never received, I also have so many issue with getting over charged for insurance, I send in proof of my insurance and they tell me that I'm not insured and I'm lying it and raising my car payment without telling me they raised my car payment, they took my car and said I have to pay an extra $800 plus the tow fee of ****** so the total of ******** plus $1500 extra for the payoff price, I am have issues with getting my belonging out of the vehicle the tow guy gave me no paper work on the car at all, I have been told three different amounts of what I would have to pay to get my car back, and if I pay this amount that they are telling me to pay the question is are they going to give me my car back after I pay them, if you can please help me and investigate these issues and my car loan account.

  

  Business response

  01/12/2023

  We would like to thank the consumer for taking the time to express their concerns and provide details around their experience. We have reached out to the consumer directly to responds to this issue. We encourage the consumer to contact us with further questions.

*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. ↩