ComplaintsforConsumers Credit Union

• Initial Complaint

  10/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with CONS *******. I do not have a contract with CONSUMERS COOPERATIVE CU. They did not provide me with the original contract as I requested.

  

  Business response

  10/28/2024

  Hello,

  Attached is our response to Complaint #********.
  
  Regards,
  Consumers Credit Union

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is about auto loan #********** with Consumers Credit Union (CCU).I had money on two bank accounts, at a broker ******** and a bank ********. Due to lack of funds on one of them, at ********, and after getting a returned payment charge, I made several advance payments on auto loan in March and April of 2024. After those payments, the *** website showed that my next payment date is about 6 months later. The screenshot is attached. The screenshot clearly shows that my next payment date was/is several months in the future from now. Nevertheless, despite showing to me that the next payment date is 6+ months in the future, *** still tried to charge monthly payment every month 4 times from the *************. The ******** had no funds, and each declined payment got a charge of $30. As I made advance payments and looking at the *** website that the next payment date is several months in the future, I did not look at transactions and charges. Everything looked nice. It came to my attention recently that *** made 40 charges $30 each from April 3, 2024, until October 7, 2024. The total charged fee for returned payments was $1260 over 7 months. I consider all those charges illegal and seek for the reimbursement. I talked to to the company in chat on their website at ******************************************* and over phone ************ seeking a resolution. *** waived 2 fees out of 40 only. *** declined to provide reference numbers for the chat and calls.I am seeking for a full reimbursement of the remaining $1200.

  

  Business response

  10/18/2024

  Hello,

  
  Attached is our formal response to Complaint # ********
  
  Regards,
  
  Consumers Credit Union

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have an auto loan serviced by this bank. In March 2024, I switched auto insurance. I immediately forwarded a copy of my insurance policy to the email address provided by the bank. I did not investigate this further because I have never had issues with this bank before. It wasnt until I noticed that there was a forced placed insurance fee charged to my account. I contacted them and they stated that they had not received my updated policy. I have sent them my policy numbers of times. I have spoken with multiple managers and have also sent them my policy directly. I have emailed them numerous times about this issue, but there is still no resolution. Then I was told that my insurance could not be verified. I called my auto insurance **** about this, and they have no idea why this is an issue. My proof of insurance has all the information that is needed for verification. Because of this issue, my account has been charged approximately $1500 in unauthorized payments. Not only has this account been reported with an inaccurate balance, and also inaccurate credit reporting. It is affecting my debt to income ratio bringing my credit rating down. This is a huge issue and I would like this to be solved right away.

  

  Business response

  10/18/2024

  Hello,

  Attached is our formal response to Complaint # ********
  
  Regards,
  

  Consumers Credit Union

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30 2024 I wanted to pay off my auto loan because I had sold my vehicle to a buyer that came from out of town. I called *** and was told that if I paid cash at their sister local branch that I would receive the title mailed to me within 24 hours if I paid $40 to expedite it . I went at 2:00 and paid cash and paid to have it expedited. 24 hours later I didnt receive it so I went to the mvd and the told me there was a lien still on the vehicle by the finance company.! So I called and was told that it was their mistake, titles cant be expedited- they are electronic and take 48- 72 hrs but it should be released no later than Friday. I was given a notarized letter saying CCU received payoff and no longer has any interest in that vehicle. It was emailed to me. So I told my buyers about their mistake and that we would have to wait until latest Friday. On Oct 2 I went to mvd and was given a Bill of sale to give to my buyer in the meantime and told the lien was still there. Today Oct 4 I called mvd and the lien is still there so I called *** and spoke to a senior representative and was hung up on after an hour on the call so I called back and finally spoke to ***** in Loan servicing who informed me that the reps were wrong and that the lien wont be released until October 9 and then it will be printed by the state and mailed which can take 2-3 weeks! She said the reason it took so long is Arizona Financial credit Union put a 5 day hold on the cash funds. She said she would contact her manager and see how they could help me by end of business day and hung up. So I called Arizona Financial Credit Union and spoke to a supervisor and was told that they do not put holds on cash deposits. I was blatantly lied to once again. I am extremely upset and in a difficult position with my buyers because of the bad business practices of ***. I need my title to my vehicle released now! The vehicle is paid and I need the title.

  

  Business response

  10/18/2024

  Hello,

  Attached is our formal response to Complaint # ********
  
  Regards,
  
  Consumers Credit Union

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was notified this morning about four transactions in my checking account that were questionable. I called the **************** number on the back of my card and an agent went over the transactions with me. Two of them I did not make, even though the amounts were both zero. I was told that my debit card would be canceled and that a virtual card would appear in my mobile app within 48 hours. All well and good, but I was not given any hint as to where I would access the virtual card. The menus in the mobile app do not even give me a clue as to where such a virtual card would be stored. I tried calling in, but they asked for the card number; because it was no longer valid, I cut it up and threw it away, so I don't have it now. I can give my account number over the phone to a legitimate agent if that is needed, and I can also give my personal information, but I do deserve some clue as to where to locate the virtual card so that I can use it.

  

  Business response

  09/12/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This problem began this morning. I logged onto the Consumers Credit Union website and clicked to request a call so I could log into my account to investigate what the balance was as I had transferred money to it. However, no call came to me. I restarted my laptop and my cellphone to see if that would help. Restarting did nothing for me. I then called their main number at ************ and a recorded message said to me: "Sorry, you've run out of balance..." there was much more in the recorded message, but the part about running out of balance had to be a mistake unless someone hacked the account, but I did not reach a human being to ask more. The accusation that I have "run out of balance" would have to be someone hacking into my account because I had sums of money transferred there that should have appeared in the balance, had I been able to talk with a human being, but that was not possible.

  

  Business response

  09/10/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  08/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In reviewing the attached credit bureau report issued by your agency, I have discovered an error. The following account is reported inaccurately Company Name: Consumer credit union Reported balance: 1287 last reported July 31, 2024 Under the provisions of the 1977 Federal Fair Credit Reporting Act, I hereby request that agency prove to me in writing the accuracy of the reporting of this account.Under the terms of the Act and succeeding court cases, you have thirty days to prove to me the accuracy or you must remove the account from my ********************** Report. I am asking that you do so.

  

  Business response

  08/28/2024

  Hello,

  Attached is our formal response.

   

  Regards, CCU Member Experience

  Customer response

  08/28/2024

   
  Complaint: 22175073
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  From the information that was received we have Factual Discrepancy as of  July 31, 2024 Reported balance $1,287.00 credit report was sent a final bill for $1523.81
  understanding ********************************** Act prohibits obtaining customer information of a financial institution by false pretenses.

  

  Business response

  09/10/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer response

  09/10/2024

   
  Complaint: 22175073
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  According to 15 USC 1693 c  Consumers Credit Union have violated my rights by in lawful communication please remove this collection off my credit report. 
  
  
  This company is in violation of not just my privacy rights as a consumer but multiple federal laws including FCCPA, FCRA and FDCPA. As per FTC guidelines reporting this account in my consumer credit report is a collection activity. therefore, you are in violation under 18 U.S. Code 894 - Collection of extensions of credit Under (a)Whoever knowingly participates in any way, or conspires to do so, in the use of any extortionate means (1)to collect or attempt to collect any extension of credit, or (2)to punish any person for the nonrepayment thereof, shall be fined under this title or imprisoned not more than 20 years, or both. Your continued derogatory reporting of this account in my credit report is a form of punishment and hurting my chances of improving my living situation. ***** and desist, delete this account immediately.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Consumers Credit Union, I do not have a contract with Consumers Credit Union, they did not provide me with the original contract as I requested

  

  Business response

  08/14/2024

  Hello,

  Attached is our response.

  
  Regards,

  CCU Member Experience

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First, when calling their main number, ************, it briefly talks, then after a minute of silence, it just hangs up, giving NO menu options, and NO ONE ever answers. This proves how little they care about customer service.Now, the primary problem I am suffering is that my car loan's Next Payment Date is showing as Jul 12, 2024, which is completely wrong. I have contacted them long ago and numerous times by chat, by email, and by phone, but they never fixed it. They promised to "add that information" to their notes and "forward it to the appropriate department" but after half a year, I'm STILL waiting.2022 Aug 3, I originated a 60-month installment loan with CCU to finance a new vehicle. For the first year, I made double payments, until I had made a total of 48 payments. Therefore, my Next Payment Date SHOULD BE Aug 2026.However, this was not reflected in my account, and NOW, they are falsely claiming my next payment is past due, so they are currently harassing me by phone and email, demanding an immediate payment, while declaring me "delinquent" and charging me additional penalties and interest. This behavior is very unfair, and could potentially even be financially devastating to the consumer, ruining their credit history.I ALREADY MADE MY JULY 2024 PAYMENT... back on Jan 1 2023. I have done nothing wrong, yet I am lying awake at night worried that they are going to start repossession proceedings and add that much MORE grief to my life.My regular payment amount was $555.22, but I have always made 2 payments at a time, for $1,110.44 each. I have done this with every vehicle I have ever financed since the 1980s with no problems.Currently, I have paid a total of $26,650.56 on an original $30,000 loan, but they are apparently too grossly incompetent to understand this. They obviously do NOT have consumers' best interests in mind, and if they cannot properly manage their core activity of being a financial institution, then they should not be in business.

  

  Business response

  08/05/2024

  Hello,

  Attached is our response.

   

  Regards,

  CCU Member Experience

  Customer response

  08/05/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:

   

  In their response letter, they state "CCU does not allow a member to be paid ahead further than 12 months. Once the due date reaches 12 months, the additional funds are applied to the loan balance."
  
  Umm, in a sensible installment loan, ALL payments are applied to the loan balance, but anyway.... What an adorable little policy. There's just a few problems: They NEVER informed me of this, it was NOT shown on the contract I signed, and while financing a number of vehicles since the 1980s, I have always made prepayments, and I have never known another financial institution to have such a policy. They generally welcome prepayments, as it shows the consumers' ability to pay. The only difference is, back then I had payment coupon books, so I just mailed in two coupons at a time, with a paper check covering the total. No problems, ever.
  
  They should not be allowed to renege a contract and add weird arbitrary rules to it after it is signed!
  
  Below is a breakdown of what SHOULD have occurred, as expected by myself or any other reasonable consumer:
  
  Aug 7 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2022
  Aug 21 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2022
  Aug 29 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2023
  Dec 16 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2023
  Dec 21 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2023
  Dec 23 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2023
  Dec 24 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2023
  Dec 26 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2023
  Dec 27 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2024
  Dec 28 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2024
  Dec 29 2022 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2024
  Jan 1 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2024
  Jan 3 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2024
  Jan 6 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2024
  Feb 27 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2025
  Mar 1 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2025
  Mar 6 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2025
  Mar 10 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2025
  Mar 24 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 9/12/2025
  Apr 3 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 11/12/2025
  Jun 12 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 1/12/2026
  Jun 17 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 3/12/2026
  Jul 9 2023 - Made 2 payments totaling $1,110.44, which advances the due date to 5/12/2026
  Mar 17 2024 - Made 2 payments totaling $1,110.44, which advances the due date to 7/12/2026
  
  Therefore, my July 2024 payment was already made in Jan 2023. Currently, I have paid a total of $26,650.56, which is equal to 48 payments of $555.22. Do the math.
  
  From their response:
  12/2023 - This is when DNA first stopped advancing the due date due to being paid ahead through 11/12/23
  Then shouldn't they have alerted the customer AT THAT TIME? I don't see any notes that they even tried. Email? Nope. Phone? Nope. Secure message? Nope. Popup notice upon login? Nope. NOTHING.
  
  Also:
  "01/2023 - Made 3 payments of $1,110.44 each, the due date remained 11/12/2023 due to most of the payment being applied to the principal balance."
  So, if their claim is that "CCU does not allow a member to be paid ahead further than 12 months", then apparently they need someone to teach them how dates and time work. 11/12/2023 is NOT 12 months after 01/2023. Sorry, but how they randomly decide to apply the payment doesn't affect the fact that a payment was made, so the due date should have advanced, period.
  
  And:
  "02/2023 - Made a payment of $1,110.44 which went mainly towards the principal balance. Due date remained 11/12/2023."
  Again, 11/12/2023 is NOT 12 months after 02/2023. If their policy limit is 12 months, and a payment was made on 02/2023, then the due date should have been advanced to AT LEAST 02/2024.
  
  Next claim:
  04/12/2024 The member called 3 times and disconnected each time after reaching the Interactive Voice Response
  FALSE - I certainly DID call 3 times but I NEVER disconnected. As I previously stated, I tried calling their main number, but it briefly talks, then JUST HANGS UP, giving NO menu options, and NO ONE ever answers. Go ahead, try it; it's THEIR system that disconnects.
  
  Next claim:
  04/12/2024 - The contact center called to inform the member of the paid ahead limitation of 12 months. A voicemail was left, due to no answer from the member.
  How gracious of them to call me out of the blue to make me aware of the issue. FALSE - This is the same date I REPEATEDLY tried reaching someone by calling the main phone number, but probably resorted to chat, and this would have been in response to that. The only problem is, I have no knowledge of this voicemail, unless it was done similarly to the "voicemail" later left on 07/22/2024. If they really DID leave a voicemail explaining "the paid ahead limitation", they WHY did I later continue trying to contact them to correct it?
  
  Next claim:
  06/28/2024- The member called the contact center and disconnected upon reaching the Interactive Voice Response.
  FALSE - I DID call but I NEVER disconnected. THEIR faulty system disconnected while I was waiting for an answer or options.
  
  "The member then used the chat service to connect with the contact center and was informed of the paid ahead limitation."
  Here's an interesting question: If their phone system worked, WHY would I repeatedly call it, only to repeatedly disconnect it and use the chat service? But regardless, THIS was the first time I became aware of any aspect of their secret policy, when they told me their "system doesn't allow" for that many prepayments. I responded that if that were the case, then their system is broken and they should fix it. Innocent customers should not be held liable for THEIR faulty system!
  
  07/19/2024 They conveniently overlooked THIS little tidbit. ****** called me, basically to request immediate payment for my "delinquency", so I asked a very simple question: How many payments have I already made? She wasn't even able to answer THAT. What kind of loan provider doesn't even know how many payments a customer has made at any given time? I also requested a copy of the contract EMAILED to me, highlighting the portion that I had allegedly violated. As with so many times before, they have STILL not responded.
  
  07/22/2024 - Some CCU employee DID leave a voicemail, more or less, but it was just a speedy mumble saying if I still needed help to call them at ************ (the phone number that no one ever answers), so that was useless.
  
  I have attached a copy of my contract. Pay attention to these parts:
  
  2. PAYMENTS - You may prepay any amount without penalty.
  
  Umm, placing a customer in "delinquent" status and charging them a late fee most definitely IS a form of penalty!
  
  5. DEFAULT - You will be in default under this Agreement if You do not make a payment of the amount required on or before the date it is due.
  
  And every single payment I made was done on or before the date it was due.
  
  But if you see ANY mention of a ************************************************************* know. I certainly couldn't find any.

  
  
  Sincerely,
  
  *************

  

  Business response

  08/16/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer response

  08/22/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:

   

  "as a courtesy"? So now, obeying the law is considered a "courtesy"?
  
  Well, Consumers Credit Union can STUFF their "courtesy"!
  
  If anything, THEY are the ones receiving "courtesy" from ME, as I have not filed a lawsuit against them... yet.
  
  The only "courtesy" I ever requested was for them to HONOR THEIR CONTRACT, which they are apparently still unwilling to do. I previously requested them to provide me with a copy of my contract, pointing out any mention of the 12 months prepayment limitation, which they promptly ignored. So, I attached my copy of it above, but what do we hear from them on this matter? Resounding silence.
  
  I find it strange that they had to be threatened with action by an outside agency for them to suddenly become "courteous". I'm guessing they ran this issue past their legal department, who said "*******, he's right; none of the documents in the agreements informed him of this, so we really shouldn't be doing it. I highly recommend you offer a compromise at the very least."
  
  If they really wanted to be courteous, they would have someone answer their phone, rather than just letting it disconnect, but so be it.
  
  "align with industry standards"
  FALSE - I also currently have loans at other financial institutions, and none of them have such a policy. Again, over the years, I have had numerous loans at institutions all over the country, but this is the first one I've found that EVER had such a policy. That is anecdotal, though, so feel free to survey some reasonable consumers to see just how "standard" this is throughout the industry.
  
  "As a business practice, we allowed a due date to advance up to 12 months"
  ONCE AGAIN, they deflect. If that is their business practice, they need to inform their customers of it BEFORE contracts are signed. As the old adage goes, "If it isn't in writing, it doesn't exist."
  
  I have already provided proof that they did NOT include this information, and for them to arbitrarily impose this "business practice" years later is tantamount to reneging on the contract. It is definitely a breach, and I am strongly confident that a judge would find it to be a material breach, especially considering that this surprise demand for payments could potentially be financially devastating to an unprepared consumer. And from my observations, judges tend to be quite adept at recognizing the expectations of REASONABLE CONSUMERS.
  
  
  Update, Aug 14. CCU sent me an email announcing an impending policy change. I have attached a copy. In it, they state:
  
  "Currently, if you make extra payments on your loan, the next payment owed is automatically advanced to a later date based on the extra amount you send. For example, if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  If we extrapolate that, then logically, under the current method, if your scheduled payment is $250 but you pay $5,000, your due date would be advanced twenty months.
  
  And ONCE AGAIN, there is absolutely NO mention of any 12-month limitation, in this email or ANYWHERE ELSE. Strike two, CCU.

  
  
  Sincerely,
  
  *************

  

  Business response

  09/09/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

  Customer response

  09/15/2024

   
  Complaint: 22051188
  
  I am rejecting this response because:
  

   

  Wow, it's amazing that with each response, CCU just keeps proving MY case for me. It would almost be amusing if they weren't so hostile towards their customers and **********************. I only wish I had seen their customer rating of 1.04 out of 5 stars BEFORE I signed.
  
  Being an easygoing person, I have so far been making the GOODWILL GESTURE of tolerating their gross incompetence, but their false claims and other behavior is leading me to consider them as criminal, and I am growing very tired of their games.
  
  
  My primary complaint was the fact that they never informed me of their 12-month limitation in the contract I signed, and by doing it, they are reneging the contract. Their first reply doesn't even dispute this; they actually CONFIRM it:
  
  "04/12/ 2024 - The contact center called to inform the member of the paid ahead limitation of 12 months."
  
  So, by their own admission, they did not inform me for almost two years after the contract was signed. Their reply also showed their incompetence in date calculations, and that they don't even follow their own 12 months policy as stated.
  
  
  In their next reply, they just doubled down on their 12 months policy, still not giving any evidence that they had ever informed me of it. They did, however, include a PDF file titled "D Fox Payment history thru 8.12.24", but again, it only highlighted their incompetence, as it was nearly unreadable, written very badly and formatted even worse. It's a bad sign when someone at a financial institution can't even make a basic spreadsheet.
  
  They also sent me an email around this time, containing this VERY IMPORTANT paragraph, which I will refer back to later:
  "Currently, if you make extra payments on your loan, the next payment owed is automatically advanced to a later date based on the extra amount you send. For example, if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  And again, there is no mention whatsoever of any 12-month limitation. They email only proves that monthly payments are NOT required for anyone who has made adequate prepayments.
  
  
  Now, in their latest reply, they are just desperately grasping at straws, searching for any part of the contract that might seem relevant to an inept consumer. Unfortunately for them, I am not inept. They show a bold portion that states "If You prepay any part of what You owe, You are still required to make the regularly scheduled payments, unless We have agreed to a change in the payment schedule."
  
  They have a note just above that portion that they are apparently trying to use as proof of my wrongness:
  
  "Per the loan contract that was signed by *********, a monthly payment is due each month."
  
  That is NOT what the contract says! Here is yet ANOTHER of their false claims. It explicitly states that the regularly scheduled payments must be made, NOT that payments must be made monthly. And I have already made my regularly scheduled payments; I only made them early. In their section on "default", they also state that they expect payment of the amount required ON OR BEFORE the date it is due, with which I have fully complied. Their claim is also in direct contradiction to their recent email, which again states:
  
  "if your scheduled payment is $250 but you pay $1,000, your due date would be advanced four months."
  
  That would not be possible if there were a rule that "a monthly payment is due each month".
  
  By demanding payments earlier than I agreed to, THEY are making a change in the payment schedule, not ME.
  
  
  No, I am done trying to reason with this place, due to their incompetence, false claims, and intentional attempts to twist their contract's language to their own benefit. I now truly believe that CCU is potentially financially dangerous to consumers, and should be shut down. Strike three, CCU.

   

  
  Sincerely,
  
  *************
  

  

  Business response

  09/19/2024

  Hello,

  Attached is our final response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hate to have to file another complaint, but once again, I am logging in, requesting a phone call to get a Secure Access Code, answering the call that comes in, waiting for a Secure Access Code, and then -- NOTHING. No voice, just dead silence. I have had this problem before and reported it. I had tried to receive it via text message, but that never worked even when I was a new member. Also, when I called in and spoke with the agent, she asked for a member number. If I was ever given a member number, I would have entered it in the information that I maintain from Consumers Credit Union. I was able to give a Social Security number, but she didn't even recognize me from the account number that I have recorded; I keep such information well stored and encrypted, so if something changed, I need to be informed about the change. At any rate, ny first concern is the phone call that gives not a sound. I have to ask about the customer number that was not issued to me. I have to ask how is it that she couldn't find my account from the account number that I have recorded. I am justifiably alarmed when so many things are not working and my recorded information doesn't seem to be valid. If I had at least the customer number and the valid account number, I might have an easier time, but it can't be that so much is out of order.

  

  Business response

  05/22/2024

  Hello,

  Attached is our formal response.

  
  Regards,

  CCU Member Experience

  Customer response

  05/22/2024

   
  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.

  Once I was able to get into my account, I was able to find the member number, so I have that saved for future use. However, I do have to point out that the problem of requested a Secure Access Code remains a problem for me. I would like to know what is the number through which such a code is sent via text because I will need to contact my wireless provider to investigate why those text messages never reach me. I will also mention that more than once, I have requested to get the code through telephone call, only for the phone to ring and for me to answer to dead silence. That has happened to me many times, and that alarms me considerably.

  Once I know which number sends me text messages, I can then ask for help from my wireless provider. It's a bit alarming when I get no text and a call that gives only dead silence. I have no complaints about Consumers Credit Union insofar as the service that they provide because it is very professional and as a former bank employee, I know how to give credit where credit is due, and it is definitely due. The problems that alarm me are probably flaws in the technical system, and I only wish to let the credit union know that if something needs to be investigated, I feel it is my responsibility to make the problem known.

  I hope that clarifies things a bit. I am just wanting to be able to get the code, and sometimes there are problems, but sad to say, the practice of making it difficult or impossible for a customer to make contact with an institution has become a standard practice in *****************, and that does alarm me. I'm a disabled senior, and when I cannot communicate, it does alarm me perhaps more than most, but I want to make it clear that I do not complain about the service I get because it is truly excellent.

  Respectfully submitted,,
  
  ***********************

*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. ↩