Complaintsfor3Rivers Northland

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had an unauthorized charge on my debit card. I reported the card lost or stolen on April 26th. I then called and spoke with an agent at 3 rivers who agreed to dispute the charge and reissue a card. I also emailed 3 rivers seeking written confirmation and a time frame for replacement. The disputed charge remained on my account and now they are charging overdraft fees. I can not reach anyone at 3 rivers and want information in writing. They are unwilling to confirm in mail or email. This behavior has resulted in a damaged credit score and I have accounts that refuse to do business with me as a direct result. Tracking given is invalid the card was not sent.

  

  Business response

  05/22/2024

  3Rivers has refunded the members overdraft fees related to this situation and sent a replacement card right away. 3Rivers is unable to give credit to the member for the original charge as this is a merchant-related dispute and requires the member to follow-up with the merchant in question. 3Rivers has made several attempts to contact this member and done so in the requested written format,via email. On April 26, 3Rivers sent a response to the members initial inquiry, letting the member know that a new card was being express shipped with a tracking number included. This email also noted that the member would need to contact the merchant to dispute the charge, as 3Rivers has no way of knowing what the contracted amount was between the member and the merchant. On April 30, the member claimed 3Rivers did not respond to her inquiry and that an overdraft had occurred. 3Rivers refunded the overdraft fees the same day and followed up via email to ask whether the member had contacted the merchant and to resend the tracking information for the express-shipped card. On May 22, 3Rivers called the member directly and left a voicemail checking in with the member. To date,3Rivers has not heard back from the member regarding any follow-*** with the merchant that would allow the credit union to move forward with a dispute.
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One of this banks customers (******** and *********************) purchased items from me on Marketplace. The ******* did not receive the merchandise in 2 days so on Feb. 15th they called their bank/credit union and told their credit union to place a dispute on my account. They did receive the items on Feb. 17th. This credit union will not take the dispute they filed off of marketplace/meta/facebook so that I can get paid and then their final decision was to deny my counter dispute that I should get my money. The items arrived to the buyer and I have messages from messenger stating that they did get them. This credit union says they cannot do anything because they cannot disclose any information, but when I contact Marketplace/Meta/******** I am told that only they buyers credit/debit card holder can take this dispute off. I have spoken with ****** in the fraud department of three rivers at the phone number of ****************************** and she refuses to take this dispute off and ***** me the money due to me because the buyer did receive the money. ******** says, as you can see in the documents sent, that it was the credit union that placed the dispute. They need to reimburse me the money they took from me and then they can work out the details with their customer. But I should not be out my money for delivering a product that I should have been paid for as soon as the product arrived. This bank is a scam.

  

  Business response

  03/28/2024

  Ms. ****** who is not a member of the credit union, reached out on 2/28/24 regarding a private party sale transaction between one of our members through ******** Marketplace using Paypal to pay for the purchase. Our member, the buyer, disputed the transaction as fraud. We did not proceed with the dispute since it was not fraud and the member had in fact sent the funds. We referred the member back to the merchant and suggested she call Paypal and ******** Marketplace for resolution. This was our last correspondence with our member on this matter. Ms. ****** the seller,repeatedly called and wrote demanding that we debit our members account for the payment reversal from Paypal done on 2/16/24 for the total of 123.05. We explained multiple times that the matter was with the buyer and payment method, PayPal, and there was nothing we could do, since we were not the party that opened a claim against her. As a courtesy to our member, the purchaser, and Ms. ******the seller, we reached out to our member to notify her that Ms. ***** was seeking a reversal of charges from their account. We were not able to reach member and explained due to privacy constraints, we could not provide her any more information about our member. Ms. ***** continued to reach out demanding payment and threatening further complaints. We clarified that our inability to assist was not a refusal to help but there was nothing we could do, outside of the exhaustive explanation and recommendations we made each time she reached out. This matter is and remains between the buyer, seller and merchant and is of no liability or scam of the credit union, as stated. We consider this matter closed.

  Customer response

  03/29/2024

   I am rejecting this response because:  I have been in constant contact with Marketplace and they have again and again told me that it was the buyers bank that had placed the complaint on their behalf and that it was indeed the 3 rivers credit union that had placed the reversal of payment on the purchase.  I have tried to explain this over and over to the 3 rivers fraud department, but they refuse to look into why the payment was reversed.  They have admitted above that the buyer did pay and I keep telling them that I did not receive the payment.  They need to give some proof that this money went to me and was not reversed.  The money NEVER entered my bank account or my pay pal.  If they did pay the money to someone it was not me.  I have tried to tell them that over and over.  Did they maybe pay it to a wrong bank account?  A wrong pay pal?  Or was the money NEVER actually paid?  These are the questions I had asked of them.  ( and NO I did not threaten them).  I would simply like to be paid and to find out where they say they paid this money to, because it certainly was not me.  If they made a mistake and paid it to someone else then THEY need to make it right or in my opinion, YES THIS IS FRAUD!  My next steps if they will not provide this information is the *** and the attorney general.
  
  
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So this all started about 2 weeks ago with *******************. I tried to get a loan for ******. It was denied because of the mileage. Understandable. So I tried asking questions about something for collateral. **** was gone for the weekend. So I got ahold of a lady I think her name is ***** but this could be wrong I told her the situation and that the seller would take less now. That I wanted the total to be ***** with bmv fees included. Which she laughed at me for that. So we get off the phone and she sends me the forms via DocuSign to finish my name is wrong and i dont know how that happened and the amount. I call back and everyone is so confused on why these things are wrong. Everyone seemed very allusive to any wrong doing. Even though i admitted mine. I am not a bank loan professional. the total should be ***** for the truck and bmv fees. They need a new **, and so I got one the mileage was wrong. Even though I thought they filled in the corewct mileage via the car fax bc the ** was prefilled with that information. So I got told by *** the manager the underwriters were about to deny the loan if I didn't get an officer to sign the Odometer disclosure statement the officer refused bc there isnt a specific place for them to sign finally get a call back from *** who doesnt understand any of this even though he is a manger and finally says i need the vehicle inspection form & the odometer form. I get all this done and now they tell me they wont help me fix any inconsistencies and wont pursue any loan with me. I ask why and the lady cant even tell me because its privileged information. Um what? I got told on each loan I was approved just to be denied later down the road. I don't work in a bank. I dont know the process they didnt guide me at all. I know I made mistakes but they wont even own up to the ones they made. And now refuse the loan. I have called corporate and I'm waiting for a call back. And I hope this helps someone who wants a loan bc this has been h*** for me.

  Customer response

  12/07/2023

  Whatever the BBB thinks is fair. I just want other to be aware. 

  Customer response

  12/07/2023

  
  Finish the Job
  

  

  Business response

  01/19/2024

  Please see attached.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Three Rivers Account - ********* The servicer of our account us Three Rivers Federal Credit Union. They were the original holder of the loan that was created on 10-27-2021. The Loan was sold to ****** *** in 2022. Three Rivers stayed as the servicer. 2/1/2022 - Three Rivers Federal Credit failed to pay the Paulding County **** Property taxes in the amount of $1240.90. 6/17/2022-Three Rivers performed a Escrow analysis as required by RESPA. However, they failed to identify that the Property taxes had not been paid. Their analysis determined that the account had to much money in it and that they would need to disburse the extra to the home owner. This analysis was based on them seeing the funds from the unpaid property taxes and deciding that they did not need to account for ********************** 6/30/2022-Sometime between the analysis on 6/17 the servicer discovered their mistake and paid the due taxes plus a penalty of $124.09 using the homeowners escrow funds. 7/1/2022 - No escrow analysis was provided to the homeowners. 7/7/2022- Despite identifying the issue with the unpaid taxes Three Rivers still disbursed $2448.22 to the homeowners. They continued to use the faulty analysis. Three Rivers also lowered the amount collected for Escrow further compounding the issue. 3/21/2023- While putting together tax documents the homeowners discovered the fraudulent and irresponsible handling of the account. They immediately reported the issue to the servicer who still had not discovered the issue despite a -$3044.34 balance on the account due to paying out another round of HOI and Taxes. 3/21/2023- Three Rivers demand that the Homeowner correct their accounting mistake by paying up the calculated shortage of $3306.70 in full or increase the monthly payments by $311.17. 3/31/2023- Three Rivers claims they sent an escrow analysis, but none was ever received.

  Customer response

  04/04/2023

  Please close the above complaint number. Three Rivers reached out and resolved the issue. 

   

  Sincerely,

  The ******* Family

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Dad *********************************** has an account at 3 Rivers. My Dad is 75 years old and a ******* Vet. He became ill and is currently in ********** IN at ******* assited living. I am his son that lives in AZ and i am his POA. I flew into *************** to handle his affairs while he cannot. Went to the 3 Rivers branch on ***********. Met with ******************* to be added to the account. Al said everything was good. I returned the next day because i could not access the account. He gave me a one time code to reset. Still did not work and I had to fly home. Called customer service and was told only 2 of the 7 pages were scanned. Al said he only thought they needed 2. Back in AZ i email the *** of POA to ******************* and still nothing. Email from ******************* and still nothing. My dad is being discharged in a week and i need access for housing. Time senstive and yet 3 Rivers still will not tell me what is going on. I cannot pay my fathers bills or do anything causing him stress. My dad cannont hear or see well and depends on me to take care of his finances. 3-RIvers is failing to resolve this issue. I had another bank that did everything i needed in two days and it has been over a week now.

  

  Business response

  02/05/2022

  First and foremost, we apologize for the inconvenience ************************ experienced, while already in a stressful situation taking care of his ill father. We always strive to provide our members a positive experience and for their matters to be handled in a timely matter. We have researched the timeline of communications, actions and subsequent resolution.

  12/29/21- POA Application was sent to review. Account Management and Support reviewed application and sent it back to team member needing more information.
  12/30/21- Application was sent back to AMS but still missing required documentation and was sent back to team member.
  1/3/22-  ************************ emailed POA docs to team member, who sent them to AMS and was directed to send and complete application. Application was reviewed by AMS and sent back to team member for required documentation
  1/5/22- Application was reviewed by AMS and sent back to team member.
  1/7/22-Team Member worked with ************************ to get final documentation.
  1/10/22- We received documents from member
  1/11/22- POA application was finalized and roles added.Documents sent via Docusign.
  1/14/22- ************************ spoke with team member about getting a debit card and online account access to assist with future transactions. Member signed and returned documents. 1/15/22- A debit card was ordered to be overnighted to ************************ in ******* (Delay on outgoing mail, due to Federal Holiday).

  Team member followed up and card and online account access were activated. She reported that ************************ was appreciative of efforts to resolve the issue, especially with him caring for his father's matters from a long distance. 

  Again, we sincerely apologize for the prolonged inconvenience. Please do not hesitate to reach out if anything else is needed. 

  -3Rivers

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