ComplaintsforInterra Credit Union

• Initial Complaint

  04/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am asking that Interra Credit Union quit SPAMMING my online banking account with useless offers and quit SPAMMING my mail box.

  

  Business response

  04/25/2024

  Thank you for reaching out to Interra Credit Union regarding the two concerns ****************** has brought forward. We were not aware of this filing until 4/22/2024, but once brought to our attention, quickly researched in an effort to respond and address Mr. ******** concerns.

  Interra strives to provide members with valuable information about new and enhanced product and service offerings through a variety of convenient channels. One of our convenience services is Interra Online and ********************* ********* messages and advertising is viewable by all Interra members on the main dashboard page when they log into their Online/****** Banking profile. This page provides an overview of the account, along with highlights of products and/or services offered to all members. The credit union does update their marketing efforts occasionally,making changes to the advertising seen on the dashboard.

  There is currently no option to turn-off marketing and advertising of Interra offered products and services within the Online Banking profile. At this time, if ****************** wishes to not see the advertising on the dashboard the only solution we can provide him is to discontinue his Online Banking profile. As an alternative, Interra does offer telephone banking, which would allow ****************** to check his account balances and conduct transactions.

  ****************** has also stated that he is receiving excessive emails from Interra. As part of the most recent eCommunication Consent ****************** accepted on 5/3/2022 he agreed that Interra may provide communication in electronic format, and this would be sent via e-mail to his primary e-mail address on file.  These emails are non-marketing notifications, such as holiday closings, credit union events,educational offerings, and fraud & security awareness. Please note, ***************** has the right to withdraw his eCommunication Consent by contacting us in writing or by calling. As per the eCommunication Consent, withdrawal of consent will result in the termination of his access to Interra Online Banking and Interra ****** Services. I have included a copy of the eCommunication Consent for reference.

  Interra and our affiliates also send communication specific to products and services to those members who have opted-in to receive them. Our system records indicate that ****************** has been opted-in to receive these marketing communications since 2013. Each of our emails includes opt-out language where the members may unsubscribe from marketing messages, as do the mailings from our affiliates. We have no record of ****************** opting out of receiving this communication.

  Upon receiving this BBB notification,we have processed the opt-out for Interra marketing emails and mailings. We have also processed the opt-out for our affiliates who have indicated that it could take ***** days to effectively remove ****************** from their system due to their reporting cycle.

  We believe that these two concerns have been addressed and resolved to the best of our abilities.

  Interra Credit Union

  Customer response

  04/26/2024

   I am rejecting this response because:
  I have already filed a complaint with the Indiana Attorney General after I got spammed in the teller line too. I will not stop until the SPAMMING stops. I will not be FORCED to stop using my online account. I guarantee you there is a way to not block a person from their bank account using spam pop **** All you have to do is put the ads on the sides and make it an option to click it instead of BLOCKING an account until ********************** FORCES you to click on it.
  
  

  

  Business response

  04/30/2024

  Interra Credit Union compliance and marketing teams have met to discuss the concerns about the advertising pop-**** as referenced in this complaint. We have identified that there was a product that recently had targeted focus within the Online Banking platform, where select members did receive a pop-up ad when they logged into online banking. While members have the ability to disable, temporarily turn-off (or snooze), or click through this pop-up, we can understand the concerns raised and appreciate the opportunity to review.

  We have recently met with our online banking third-party vendor to discuss options currently available to permanently disable this feature; while this does not exist today, we are hopeful that an automated solution will be available to us soon.  Additionally, we are researching future enhancements within online banking for members who wish to limit the advertising functionality even more, but this will take some time to complete. Nonetheless,we will continue to work with our third-party vendor to develop a solution.  In the meantime, we have made every effort internally to manually remove this member from any targeted advertising within the online banking platform, in addition to the efforts already communicated in our original response.  

  Regarding the concern about being spammed in the teller line our front-line staff periodically provide recommendations on products and/or services to members in an effort to improve our members financial wellbeing. These attempts are not high-pressure and not intended to cause conflict, but rather they are conversational and are done with the best of intentions to educate members on products and/or services that might be of benefit.  We have added notations to the account that should prevent further cross offering attempts by our staff when waiting on the member.

  We are hopeful that attempts Interra Credit Union has made to resolve these concerns is satisfactory. We feel we have thoroughly investigated the complaints and have put measures in place to improve this membersexperience.

  Customer response

  05/01/2024

   I am rejecting this response because: I had accepted it up until the time they say I wasn't spammed at the teller line. I was literally asked to look at a pamphlet about a new account type. I was not asked if I wanted a new account type. When I got home ten minutes later, the account I was asked about was made part of my account without my consent. As long as the pop-*** are going to quit and I'm not called a liar by Interra again, I will accept.
  
  
  

  

  Business response

  05/06/2024

  Interra Credit Union appreciates the opportunity to offer further clarification regarding this members concerns.
  
  As previously documented in our most recent response, our front-line staff periodically provide recommendations on products and/or services to members in an effort to improve our members financial wellbeing.  There clearly was a misunderstanding after the members recent visit to the branch, where our staff misjudged the response and opened the additional savings account. While this was a regrettable inconvenience to our member, there was no malice behind the account opening. This error was brought to our attention through an online banking message that we received on Sunday, April 14, 2024 and promptly responded to on Monday, April 15, 2024 apologizing for the error and confirming that the savings account had been closed.
  
  We are hopeful that the attempts Interra Credit Union has made, and responses provided about these concerns, is satisfactory.

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