ComplaintsforUnion Square Credit Union

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Union Square runs every phone call into a defunct "virtual assistant" to screen all calls. Their internal phone system is completely defective and will hang up on callers without warning or reason. This happens every time I call and has yet to be corrected. I have mentioned this each time I do get through to a person. The system has only gotten worse since joining USCU. My first time calling into USCU took 9 attempts to get through to a person. This last attempt has taken 50 calls and counting now they are closed I got through once and was hung up on after one sentence. Several more calls and Im still nowhere. During calls, the virtual assistant will attempt to redirect callers into its own resolution system at every opportunity. The issues I'm calling about are never something that can be resolved by a robot. I stand to lose over $1000 and my familys first homebuying opportunity because of USCUs failure to process this payment or contact me to let me know that they held it up and canceled the transaction. We just began banking with USCU and our customer experience has been fine... until it goes wrong, then it has been catastrophic.

  Business response

  03/15/2024

  Union Square Credit Union introduced the virtual assistant Shep last year.  The system continues to learn how to best accommodate incoming calls and requests for transfers to representatives.  We know it is not a perfect system, and we apologize for any inconvenience.   When we review the call logs for **************** experience, it indicates some issues with responses.  It appears calls were disconnected either by the system or possibly by a poor connection.  We continue to enhance the member experience with input from members. We will take all comments and consider additional options for connecting members directly to the ************** Representatives with fewer obstacles.  We want to continue **************** membership and meet his needs positively.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May, I opened a personal account with *********************************************. My husband and I also opened a joint account. We each stated we want the account where we were paid ****% after meeting the requirements which were at least 12 debits, e-statements, and having at least one payment made from the account. My experience started when it took them 4 sets of debit cards for me before they would work.. I was not being paid interest on my account despite receiving emails stating I met the requirements. When we questioned it, we were told that our joint account was set up correctly but my personal account was not set up correctly. Suposedly, they have corrected that now, but would not pay me the interest owed me for October and November. The woman helping me was very nice. She asked the supervisor about it, and they would not pay what they owed me. I could not ever recommend this banking organization to anyone. I believe I was cheated and evidently they don't care.

  Business response

  12/28/2023

  ******************** opened accounts with Union Square Credit Union in May.  The account referenced in the complaint was set up as a Cash Back (non-dividend product) account.   The Account Agreement signed by ****************** stated it was a Cash Back account.  A review of the account was performed, and considering ********************** intention, the account has been designated as a Cash account (high-dividend yield product).   Additionally, the Credit Union has provided ****************** with the dividends that would have been paid in October and November for the balances in the account.   The Credit Union did not intentionally cheat ******************** out of her dividends and has provided her with two months of dividends.
  We look forward to continuing our relationship with ****************** now and in the future.   

  Customer response

  12/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company has continuously sent letters on behalf of Union Square Credit Union (*************) saying that they have taken it upon themselves to implement their CPI because there is "lack of correct coverage", but never stating HOW it is incorrect. auto insurance policy meets all requirements stated in the letter, but the letters keep on coming and "add $360" to a $360 car payment, which Union Square only allows you to change online in the form of auto-payment, processes auto-drafted payments late, and then charges a late fee. Then, when the original car payment is made monthly, WITHOUT the additional $360 for "auto coverage" (since there is already an auto insurance policy in place that they actively choose to ignore although there is proof via the website they ask you to upload the proof of insurance to, and within the declarations letter itself), because it is not over $700, they state is overdue and threaten repossession of the vehicle. it has been a continuous daily nightmare. for example, it was implemented for months because the street name, "********" was spelled "HOLIDAY" when it asked me to enter the primary lienholder for the policy. They took months to tell me that this was the issue, and instead sent letters stating overdue balance, no insurance coverage, threatened repossession, etc. No one has been able to help or answer any questions and nothing has ever been done to hold either company accountable. My father signed on a loan with me, and it has essentially ruined our relationship.

  Business response

  12/07/2023

  Ms. ********* signed a loan agreement with Union Square Credit Union on 4/1/2021.  During the history of the loan, the credit union received a notice of a lapse in the required proof of insurance on the vehicle, and as a result, force-placed insurance was added on the vehicle, and the costs were passed to Mr. ****************  The credit union did provide an Acknowledgment of Receipt of insurance stating Additional Information Required that detailed the reasons for not fully accepting the evidence of insurance, including that it did not include comprehensive coverage and collision coverage.  The credit union received proof of insurance later and refunded the amounts for the period of lapsed coverage.  Also, some payments made by Ms. ********* were returned for insufficient funds, which caused the loan to become past due.   We are happy to speak with Ms. ********* and discuss the returned payments and due dates reflected in the credit reporting as a result of the returned payments. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of, 2022, I co-signed a note for my son, for the purchase of a pickup which was financed through Union Square Credit Union in *************, **. The payments are never the exact same amount every month. We don't know the reason for this. He made the February payment in the amount of *******. The payment was accepted, and no mention was ever made that the payment was **** short. He made the payment for the same amount that the previous payment was. Neither of us ever received any correspondence from the credit union stating that there was any amount still due. A month later, I received a monthly email from Credit Karma. It showed that my credit score had dropped 96 points. Upon investigation, I discovered that the drop was a result of the **** shortage on the payment, because Union Square considered the payment to be a partial payment. As a result, they dropped my credit score considerably. My son and I made an attempt to talk to several employees and were frankly met with very rude comments and behavior. We both feel that this is a complete failure of ethical standards that should be displayed by a financial institution.My credit has been basically destroyed, over ****.I would appreciate any help in resolving this situation. Thank You, Sincerely,***************************

  Business response

  05/09/2023

  Union Square Credit Union granted a loan on December 15,2022, to the primary borrower *************************** and the co-buyer ****************************  The contractually agreed-upon payments were $1,065.04 monthly for 72 months, starting on January 29, 2023.  The credit union received the first payment of $1,065.04 on February 8, 2023.  The members paid a partial payment of $1,060.00 on March 21, 2023, which did not satisfy the entire payment amount.  As a result, the due date remained February 28,2023.  The members made a payment on April 4, 2023, that paid the deficit of the February payment and satisfied the payment due for March.  The credit union reported the payment history for each month according to transaction history, which showed the February payment was greater than 30 days past due.  The credit union received a dispute from the members in April 2023.  After discussing timely payments and payment amounts with each borrower, we granted a one-time adjustment to the credit bureau to remove the negative reporting. 

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