ComplaintsforInFirst Federal Credit Union

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a fraudulent transaction post to my checking account and reported it to InFirst Federal Credit Union within days, then another posted and I reported that as well. I was told by the Manager, Alex ******, that they will not refund the fraudulent ACH transactions. As far as I know, I have complied with all regulations regarding the reporting of fraudulent transactions. Now, I think the credit union is waiting for some time limit to run out so they won't have to be responsible. The transactions totaled $******. Please help me.

  Business response

  02/10/2022

  
  On 10/18/2021, Ms. Kimberly ****** submitted a dispute regarding fraudulent transactions made from her checking account on 10/5/2021 and 10/12/2021.  Upon the credit union’s investigation into the situation, it was determined that two checks had been initiated through her Online Banking Bill Payer account.  For the record, these were not debit card transactions under dispute. 
  
  What makes this situation more complex is that Bill Pay transactions require the use of the account owner’s online banking login id and password.  Someone would have to have these personal credentials to log in to her online banking account.  As a preventative measure, InFirst FCU changed Ms. ******** account number and shut down her Bill Pay account.  
  
  Upon receiving the complaint from the Better Business Bureau, InFirst carefully researched the transaction.  We determined that IP addresses in WA and CA accessed her computer, a Mac, to initiate the transactions.  This week Ms. ****** stated that she replaced her Mac in November after the fraud occurred on her bill payer account.  She has not had any additional issues since October.
  
  We do not know how the perpetrator(s) accessed Ms. ******** log in credentials.  She indicates that she never shared the information with anyone.  On Tuesday, February 8, 2022, both our CEO and VP of Member Engagement spoke to Ms. ****** to walk through the timeline of events, discuss the differences between debit card fraud and Bill Pay fraud, as well as general fraud prevention measures, including the use of recommended malware software for her Mac and an overhaul of her operating system.
  
  In an effort to assist Ms. ******, we have refunded the amounts of the two checks, $*** and $***, as well as other requested fees.  Ms. ****** was accepting of the refund and overall outcome. 
  
  We believe this case may now be considered as closed. 

*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. ↩