ComplaintsforFreedom Federal Credit Union
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Complaint Details
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Initial Complaint
09/18/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
see Attached documentBusiness response
09/27/2023
Freedom Federal Credit Union (Freedom) has reached out and spoken with Mr. ****** on 9/26/2023 providing an update on the status of the dispute, we have informed Mr. ****** of the credit of $513.33 given on 8/13/2023 and explained the credit card dispute process. Freedom FCU has escalated Mr. ******** case and concerns with Freedom’s upper management and will be providing regular updates to Mr. ****** on the status of the dispute case. No additional interest may be charged on disputed charges and any interest that may have been charged in error will be credited back to Mr. ******** current credit card. Credit for the fraudulent charges will be applied to Mr. ******** current credit card. On 7/11/2023, Mr. ******’ card was placed as stolen status. At that time, a lost/stolen report with the disputed charges was submitted to Fraud Management. Mr. ******** compromised credit card was re-credited for the fraudulent transactions within the regulatory two billing cycle timeframe on 8/13/2023.Customer response
09/28/2023
Complaint: ********I rejected their offer because:
1. The fraud amount is $582.33 (101.92+69.64+101.31+69.93+68.80+101.64+69.09 =582.33), plus $12.00, 2 1/2 months interest, not the amount they claimed ($513?).
2.As of to date, I didn't receive any credit to my active VISA account **** **** **** **** as of today. In their email response, they said that they credited.to compromised card ending in **** on 8/23/2023.
Sincerely,
********* ******Business response
10/03/2023
Freedom Federal Credit Union responded to Mr. ****** to provide additional updated information on his disputed case on Monday, October 2nd, 2023. We provided him directly with the confirmation and update that the adjustments have been made and the full credit owed totaling $582.42 will reflect on his active card ending in ***** within 2-3 business days. We apologized for the delay and any inconvenience this may have caused. As of the date of this response submission (10/3/2023), we have confirmed that the credits were posted to card ending *****, along with $157.08 in an interest credit.Customer response
10/03/2023
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
12/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 27 November 2022, in response to a notice from FreedomFCU, I reported my debit card as lost/stolen due to some issue the organization was having with fraudulent charges to their customers' cards. I was subsequently told it would be "7 to 10 business days" from 30 November before my card was replaced. Subsequent messages from Freedom placed the latest date was being 20 December.I have not received my card.This afternoon I attempted to call the credit union, was placed on hold an inordinately long time, and transferred to a call center.Business response
01/06/2023
Freedom worked quickly to address the aforementioned debit card incident and make our members whole. Credits were provided to any impacted member within two business days. We provided regular updates to members as any new information was available, including that related to the issuance of replacement cards. The card issuance request was completed the on the third business day following the incident. While cards did take longer than expected to arrive, due to production delays from a third party card processor and holiday shipping timelines, the member has been provided with a new debit card that was activated as of 12/29/22. This matter is considered to be resolved.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.