ComplaintsforAchieva Credit Union

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my granddaughter have a joint checking account on August the ******************************** allowed somebody to deposit two money orders that was made out for $10 but somebody handwritten $600 over the $10. Now they're trying to say my daughter is responsible because they have her debit card which I have. I filed police report , like they asked me to but now they're trying to say she cannot get her money back. The police says all they can do is try to prosecute the people but I feel that achieva is completely responsible for allowing a money order that was only purchased for $10 to be deposited for $600 times two. I cannot get anybody from achieva to help me with the situation and it's been going on since we realized this back in August. ***************************** also states that achieva is well known for doing these type of things and allowing for fake checks to go through. ***************************** also said it's called spoofing which achieva is well aware of.

  Business response

  10/21/2024

  Dear Ms. ********* investigated the matter stated above.  Prior to the dates the fraudulent checks were deposited, we did not receive notification that the card was lost or stolen. The fraudulent checks were deposited in the *** with your granddaughter's *** card and her PIN number.  When the actual card is presented with the PIN number associated to it is indicative that the cardholder is involved with the transactions.  Your granddaughter was issued a total of six (6) debit cards within a 9 month period of time.  Each card was either Lost or Stolen. We require cardholders to safely secure their cards and their personal identifying numbers. The payroll deposits for your granddaughter have been refunded.  We will proceed to close this membership to protect further loss to credit union members.

  Sincerely,

  **** *****

  SVP/Chief Risk Officer

  
  

  Customer response

  10/21/2024

   
  Complaint: 22430990
  
  I am rejecting this response because: I would like to know why was 2 $10 money orders allowed to be cashed for $600.00. Also the detective I spoke to said any card can be duplicated it's called spoofing and Achieva is known for allowing this to happen. Yes my Granddaughter never reported the card lost because her Mother had her card as she keeps it for ****** You can check my account and mother account with you, no need for us steal $1200.00. I strongly believe achieva needs to take accountability for this. My next step with be with and attorney and the news. 
  Sincerely,
  
  ****** ***

  Business response

  10/22/2024

  Dear Ms. ************** requested we refund the money to your granddaughter and we did.  I do not understand why you are rejecting our response.  I left a message for you to call me back so we can clarify any questions.

  Sincerely,

  **** *****

  SVP/Chief Risk Officer

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No one resolves issues. Achieva bounce you around to different departments and blame other companies. Ive called at least 5 time regarding this issue. The last call (On hold for 30+ minutes) Achievas representative said I would have to physically come into the branch and I am on a travel assignment out of state. This is regarding my elderly mothers electricity. She has medication that must be kept refrigerated & on a breathing device. I am incurring late fees and her electricity is in jeopardy of being disconnected. I scheduled a payment with Achieva CUs bill pay system on 5/21/2024 to be paid by 5/24/2024 to ************ Previously, the payment would be sent within 3 days, electronically. The new system stated the payment wouldnt reach *********** until 5/29/2020. Achieva now send out electronic checks?!?!? I called to informed *********** and they extended the due date until 6/10/2024. It is now 6/5/2024 and Duke informs me that the payment reached Duke and was recalled by Achieva CU on 5/22/2024 at 6:03pm (Transaction ID: ********. I did not cancel the payment. The payment amount is still missing out of my account and shows delivered on 5/29/2024. This is frustrating & being dismissed by those who have your money is borderline abusive. *** transferred out 80K from my saving from Achieva for their past errors and PLAN on taking my banking business elsewhere! Ive been a member of Achieva CU since they were Teacher Credit Union. If there is any medication loss or any adverse health events as a result of this, I will seek legal counsel. This is a shame!

  Business response

  06/18/2024

  Dear **************;

  I investigated the claims you documented in your complaint.  The complaint states that you experienced a service & bill pay issue regarding a payment you scheduled on 5/21/2024 to be sent on 5/24/24.  I reviewed your account and the payment was presented from *********** and debited from your account on 5/29/24.  Achieva Credit Union never recalled the payment.  

  I hope this clears up any confusion regarding the complaint.  If you have any additional questions, please contact me directly at **************.

  Sincerely,

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

  Chief Risk Officer

   

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Achieva CU rolled out a bill pay system that is extremely difficult to use, did not carry over accurate information from the old system and as a result, I now have a $48 late fee on my mortgage. I was just notified via email from Achieva that a payment I made March 28th for an April mortgage payment was returned via *** to Achieva, with a bad address. This address has been in the system for a long time and apparently, wasn't used because the old system allowed electronic payments. The new system, does not give that option. In fact, of the numerous payees I had set up electronically with the old system, only one works with the new system. I would have updated everything, but as I indicated above, they system is extremely difficult to use and hard to find where you can edit payees, unlike the old system where it was very easy. I called Achieva a few weeks ago to complain, an employee said that the new bill pay was "and acquired taste" and admitted it was difficult to navigate. I have damages now from this system and plan on taking my banking business elsewhere, been a member of a CU they acquired since 1991, but ever since they started gobbling up smaller institutions, this place has gone down hill. Which genius that decided to use this pile of junk bill pay is beyond me.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Achieva Credit union did an upgrade to their ******************* service, at the rollout i have experienced many problems and nobody can fix things.I had some payees that were electronic transfers for paying my bills which would take 1-3 business days to process, now said payees are checks and the processing time has taken up to 7-9 days to process. I have contacted Achieva and they tried to help but could not . The stress of not knowing if by bills on time has been intense. I have had to call each payee multiple times to ensure payment has been made. Some payees were posted , then missing money then not posted. They cannot fix the issues .

  Business response

  04/11/2024

  Dear ************;

  We were sorry to hear about the issues you experienced with some of the billers during our recent conversion.  Our Digital and Payment Product Manager reached out to you and provided resolution to all of your issues.  I see that you agreed all the issues are now resolved.  Please let us know if you have any additional questions or concerns.

   

  Thank you so much for your membership with Achieva Credit Union,

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

  SVP/Chief Risk Officer.

  Customer response

  04/16/2024

   
  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

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid car loan in full at bank on 03/11. Money transferred from my account 03/11 Been asking for proof or letter that my car is paid off and now 9 days later still nothing. When you hand over more the $35,000 the bank should give you something. I did many emails with no response. I have called many times just to be put on long holds and hang ups. Only one person told me it can take 10 more days or more. All I want is some form of confirmation that the loan is paid.
  

  Business response

  03/22/2024

  Dear *** *********

  I researched your complaint.  Our records show we sent you a letter stating loan was paid in full on 3/22/24.  Please let me know if you have any further questions.

  Sincerely,

  Lisa S.

  SVP/Chief Risk Officer

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello my name is *********************************, I am reaching out in hopes of getting an issue resolved with the help of your company. On or before November of 2022 I became a member at Achieva credit union. According to Achievas statement it is owned by the members who bank with achieva and is a non profit organization who loves serving their members.Lately I have not been feeling this way. In doing my research I joined Achieva to help build my credit and become financially stable. Instead I am getting the opposite. Since joining I have applied for several loans and was denied. I filed a complaint with an employee higher up within the company, and an outside organization as well about the matter, nothing was resolved. After some time had passed Achieva came up with a loan called a quick cash loan to help members like myself qualify for a loan with no credit check required. The loan is mainly for members who are struggling financially. I fall in that category. I got behind in my payments a few months ago due to unforeseen circumstances. Achieva closed my checking account because of this without my knowledge, I spoke to ****** about it, who is the manager in the loss prevention department. She told me because I told them to do whatever they needed to do. Thats the reason why I wasnt notified my thoughts were but its my account. Moving forward, I received my taxes earlier this month even though ****** agreed to give me until the end of March. I paid a few payments towards two loans that are charged off. Also, I paid one of the quick cash loans off in full. These are the three loans I have been struggling to pay. Now, I am at the point where I have no more money because of paying off loans and other debts, Some of the employees are giving me a hard time with my request to reverse my loan that I paid in full to help me financially for now. I reached out to the *** and others. The documents are attached to support my complaint.Thank you for your time

  Business response

  03/22/2024

  Dear ********************;

  As a member of Achieva Credit Union, accounts have to be good standing in order to maintain a checking account.  When loans are charged-off it causes a loss to the credit union.  We close related checking accounts to ensure we do not incurr further losses that impact our membership.  We appreciate you making efforts to pay off the loans that were charged-off.  We are trying to contact you by phone to determine if we can reopen your checking account.  I have left several messages.  I hope we can talk next week. 

  Take care,

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

  SVP/Chief Risk Officer

   

  Customer response

  03/25/2024

   
  Complaint: 21457159
  
  I am rejecting this response because:
  I am dissatisfied with the companys decision. In regards to my loans, only two of the three were charged off. Loan number L4112 wasnt charged off. Also, per ***** request, I sent over documentations to move forward with the reversal of that loan and it was denied. This company doesnt want to help me, if they did the payment would have gotten reversed by now. I returned their calls and never received a callback. I also left several voicemails.
  Sincerely,
  
  *********************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I disputed this account 3 times with no response; 9/7/23, 10/7/23, and 11/10/23. Acheiva Credit union did not investigate the account *********. They did not enter a notice of dispute. They did not send a response back from investigation. Please see the attached letters. Delete this acount immediately for violating my rights:Under ****i- FAILURE to conduct investigation US Code **** e(b) collections must be 100% accurate across all 3 bureaus.Under 15 U.S.C. ****i Paragraph (5) any information disputed by a consumer an item of the information is found to be inaccurate or incomplete or cannot be verified the consumer reporting agency shall (i) promptly delete Please see all of my attached disputes showing blatant errors in reporting- violating my consumer rights. Furnishers have an obligation to comply with FCRA and metro 2 compliance.

  Business response

  12/08/2023

  Dear **************;

   

  I investigated the complaint you filed and confirmed that at the time of debt settlement of the three accounts, you were made aware that since the debt was not paid in full, your credit report would reflect debt settled for less than owed.  If you would like to remove those debts from your credit report, you must pay the full amount owed.  If you are interest in doing so, please contact me at **************.

  Sincerely,

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

  Chief Risk Officer

  Customer response

  12/11/2023

   
  Complaint: 20967347
  
  I am rejecting this response because:

  The account is reporting with errors. ******* has refused to investigate the account leading to a violation of my consumer rights. I am entitled to an accurate and complete credit report. Equifax and Transunion are reporting the account as open while Experian reports it as unknown. Account details is unknown with Experian and Transunion reports it is deposit related. Date opened with Equifax and Experian is 07/01/2020 and 07/02/2020 with Transunion.Terms with Experian are 1 and 0 for the other 2 bureaus. There has been no notice of dispute entered on the account (After disputing for 3 rounds) Equifax reports derogatory and Experian and Transunion report paid. Payment status is also wrong; Equifax and Transunion report collection/ charge off while Experian reports unknown. Date of last activity is inconsistent between bureaus. Equifax reports 02/01/2022. Experian reports 07/01/2022. Transunion reports 05/04/2022.Date of last payment is also inconsistent across bureaus. Equifax reports 02/01/2022.Experian and Transunion report 05/04/2022.
  
  Per FCRA I can get **** per violation. I deserve the right to an ACCURATE AND COMPLETE CREDIT REPORT. In light of all of those errors and your failure to investigate, I consider it a disgrace that you would try to bribe me to get this account off of my ********************** report. You have a duty as a creditor to a furnisher. You failed to investigate this account on 3 different occasions. You did not make the proper corrections to the errors above. You didnt even enter a notice of dispute (which has a monetary value of **** per credit report) Per FCRA I can get **** per violation. I deserve the right to an ACCURATE AND COMPLETE CREDIT REPORT. I demand this be removed or I will peruse litigation for a violation of my FCRA rights. 
  
  Sincerely,
  
  *************************

  Business response

  12/14/2023

  *******;

  I attached the letters provided at the time settlement.  The letters clearly state the accounts were settled for less than amount owed which is what is reported on the credit reports.  Also the branch notes state: "BRANCH CALLED MBR AT BRANCH. I TT ***** AND AGREED TO SPLIT ALL FEES WITH HER, BUT THIS ** SHOWING ON HER CREDIT AND CHEX AS SETTLMENTS. MBR KNOWS AND SD THAT'S FINE. SO AGREED TO SETTLE C/O #******* FOR $766, #******* $2146 AND #******* FOR $1008. THAT IS SPLITTING ALL FEES WITH MBR. ******** OR CASHIERS CK AS WELL"  

  You are welcome to pay off the remaining amount owed and the trades will be removed from the credit reports.

  I hope this clears up Achieva's position.

  Sincerely,

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

  Achieva Credit Union

  SVP/Chief Risk Officer

   

   

   

  Customer response

  01/11/2024

  I originally filed a complaint against ******* on 12/6/2023 (Complaint ID: *********. Chief risk ******** ******************* responded to the complaint with a PROMISE to remove the debts from my credit report if the account was paid in full. I went to the branch and paid in full. I asked them to notify *********** immediately for the removal of the debt. **** told me that she never said the debt would be removed from my credit report and that they cannot take it off. The account is reporting as a new charge off on all of my credit reports now. The credit union lied about removing the debt if I paid in full and they continuously report inaccurately. This should be criminal.

  Business response

  01/12/2024

  I verified that Achieva sent the correct information to all three bureaus attached above.  As I promised you, the debts are shown as -0-, paid in full.  The tradeline appears because it is a transaction that happened, which we are required by regulation to report..  The account was a charged-off loan and the remaining balance was paid in full--no debts owed and the account is closed.  I don't understand why you are rejecting our prior response. 

  Sincerely,

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

  Chief Risk Officer

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a victim of fraud through Achieva's services. My credit and debit card was compromised and luckily they did catch that. However because both of those avenues were compromised, I received messages and a call from Achieva's main number and the agent claimed that my main account was compromised and asked to verify information. Because of that I lost $1500 through Zelle. The money was stolen from my account and transferred through Zelle, which Achieva pushes it's members to use. I reported the money lost within an hour that I noticed unauthorized transactions were going through via email alert. I reported to the credit union and did a police report. Achieva claimed that they could not recover the money stolen since it was ***** and that ***** is seen as a "cash transaction". After being a member for fifteen years, I am extremely disappointed at the lack of care. I did everything I was supposed to and I was just told "sorry, too bad" I rarely ever use Zelle and it was very apparent that these transactions were fraudulent. The fact they use that app built in to their mobile banking is concerning since it seems to not be safe and they nor ***** claim to be liable for fraud. Overall, just extremely upset that there was no resolution to the fraud and that I, a loyal member, was left up a creek without a paddle. I pay extra for the checking plus and was not protected.

  Business response

  09/25/2023

  Dear **************;

  I investigated your complaint.  I understand the *** messages you received were very similar to the *** messages you received regarding your other Achieva accounts.  As we discussed on the phone, we were able to meet your request.  Thank you for your long-standing membership with Achieva Credit Union!

   

  Sincerely,

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

  Chief Risk Officer

  Achieva Credit Union.

• Initial Complaint

  08/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Again Achieva is not authorizing payments once again. They have cost me over $300 in fees so far and delaying getting payments made even with associate on the phone explaining that this is not a fraudulent charge and transaction still will not go through. See video for proof. All information is listed correctly as you can see in photo attached. Do not bank with this credit Union. Their fraud department is a joke. If you are explaining with a live agent that this is not a fraudulent transaction that should be the end of the declines transactions. You will incur fees for late payments and even miss auto payments which have been scheduled. This credit Union is by far the worst and they do not take responsibility or reimburse customers for these fees.

  Business response

  08/04/2023

  Dear **************;

  Thank you for sending the screenshots on this BBB complaint.  You were sending the payment using your Safari app on your iPhone.  Here are the instructions you need to follow to ensure your new card information will be used to process a payment: 

  Tap Settings
  Scroll Down to Safari - Tap Safari
  Scroll Down to Autofill - Tap Autofill
  Tap Saved Credit Cards - Enter Passcode
  Locate the credit card you wish to delete.
  Tap Edit - then tap Delete.
  Repeat for each card you want to remove.

  I attached support documentation to show you that the transactions that you were attempted to pay was accessing your old card information.   Even though you were typing in the correct information for the new card, the old information was used for processing the payment.  This is a ***** with Safari.  Once you delete the old card information from Safari and add your new card information and save it, your transactions will process correctly.

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

  Chief Risk Officer

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

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter in the male with a statement for what looks like a savings account that was opened 4/1/2023 of this year for $1. I did not open this, its under my maiden name and I was not even in the country during this time. The statement shows the date 06/30/2023. I tried to call and was prompted that there were after hours call Centers and called that and it was still unavailable. I have nothing in my emails that state the account being opened, no phone calls, no login, just this letter and the last 4 of my member number. Its showing I have a share of something but I dont know what of.

  Business response

  07/10/2023

  Hi ******;

  It was great speaking to you today.  I believe I answered the question you had regarding the origin of your account with **********************.  Please don't hesitate to contact me if you have any additional questions.

   

  Thank you,

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

  Chief Risk Officer

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

*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. ↩