ComplaintsforUSC Credit Union
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I bought out my auto lease from ************** with USC Credit Union in October. I signed a retail installment loan contract and have been making my payments on time since then. I got a call from ************** Services (AFS) in January saying my account was past maturity. It turns out, USC Credit Union mailed my check to the wrong address. There are now $2,300 worth of past maturity charges on my account and ********************** will not take responsibility for their error. They are holding up the registration of car which should be completed in 90 days. In addition, they have now assessed a $2,300 charge to my account which is a violation of my signed contract from October. USC CU offered to refund $600 of interest I'd paid so far as a courtesy. This isn't a courtesy because the check for my payoff was never cashed and they were still collecting my payments. I chose to go through a credit union, my **** Mater no less, because I felt them to be more trustworthy than a dealership. I am absolutely appalled by the behavior of USC Credit Union and the supervisor I've been dealing with, *******.I have gotten nowhere with the credit union and need help. USC Credit Union mailed my payoff to the wrong address. They need to take responsibility and pay the difference in the maturity fees and refund my loan immediately. Thank you for your help.Business response
06/13/2024
This issue was resolved with the member on March 11, 2024. The payoff for **************** was mailed to the correct address, but the city and state were incorrect. **************** did not inform us that her auto loan was not paid off until approximately three months after the check was sent. Initially, our team attempted to resolve the issue with Audi, but they insisted that because **************** did not respond to their collection efforts for three months, the responsibility fell on her. We sent an apology letter to Audi explaining the situation, but since they had attempted to contact **************** with no response, they deemed her at fault for not fulfilling her obligation.
Given that the initial mailing error was on the credit union's part, we reversed all associated fees. Upon being notified that Audi had not received the payment, we immediately sent a new check for the same amount. However, Audi had applied late fees to the account each month due to no response from the member. **************** continued to hold the credit union responsible and insisted that we pay the fees Audi applied. Although **************** was aware that Audi had not received the check, she took no action to notify us. As the initial error was on the part of the credit union and to ensure our member was satisfied, we paid the outstanding fees to Audi on **************** behalf to resolve the matter. If any further infomration is needed please feel free to reach out.Initial Complaint
01/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
An unauthorized withdrawl of funds was made from my USC Credit Union checking account. The bank first contacted me by email on Friday, September 15, 2023 to inform me that a "suspcious" withdrawl posted on my account. I first spoke with "*****" ************ associate) who reported that back on Sept. 11, 2023, an attempt of $1.00 occured and then another $1000.00 was attempted but unsuccessful, but on Wednesday, Sept. 13, $417.23 was attempted, according to this same associate. That amount, somehow changed to $416.07, was attempted and the bank approved that withdrawl, despite my attempt to prevent it on Sept. 15 when I was first made aware of the transaction. "*****" assured me that the transaction would NOT be completed, yet it was on the following day, Saturday, Sept. 16, 2023. A hacker used my funds to purchase a ticket from Gulf Air (see attached page). I spoke with the bank again on Monday, Sept. 18 when I saw that the transaction posted despite my rejection of that attempt. After many attempts to have the bank restore my funds, they made a "provisional credit" to my account (Sept. 29), pending their investigation and final decision that they claimed could take "up to 90 days." Yesterday, 12/4/5, the bank informed me that the investigation would take 135 days from the provisional credit to my account, not 90. I believe the bank has not been acting in good faith and I feel abused. The bank simply changes transaction amounts and dates as they please. "*****" seems to be the only associate who was honest with me on the phone. I have attached emails that indicate the progression of this ordeal. Some communication was by phone, during which I was told my Social Security and bank account numbers were "invalid." I hope the BBB will be able to influence the USC Credit Union to restore $416.07 to my account permanently. Until then, I feel unable to activate my debit card or use the funds they perport to exist in my account. They are no longer credible. Thank you.Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Very disappointed with my refinance application with this bank. I have been a loyal customer with this bank for over 15 years but the last experience with them leaves me a with bitter taste. After getting my pre-approval , I have been sending them everything they asked for to move my loan forward. Been almost 2 months now and today they tell me my loan application expired and they can no longer honor the interested rate they promised. Apparently, they forgot to send me a *** form .They accepted their mistake and apologized ! , but in spite of that they would not make it up. I accepted their new rate (1 % higher than the original rate I was approved for) but this is clearly BAIT and SWITCH . Highly Unprofessional ! Below is the contact of loan officer I was working with. Even she agrees that I was not given a fair treatment and stated that if she had the power, she would definitely honor the original loan term . Loan Officer Details : ******* USC Credit Union ************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.