ComplaintsforLiberty Federal Credit Union

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A check dated 08/18/23, in the amount of $5,000 was deposited at a Chase Bank location. Liberty Federal Credit Union cleared the check around 10 p.m. on 09/12/23. A text on the transaction was sent to me until 3:46 p.m. on Sept. 13, 2023. The bank closes at 5:00 p.m. so I contacted the bank on 09/14/23. During the time before I called, I and my husband, repeatedly tried to view the check, which kept showing "Image not available at this time. Please try again later." When I contacted the credit union's customer service, ****** ******* was unable to view the check as well and had to have an IT person release the image. Once the image was forwarded, I immediately noticed that the check was missing my authentic signature and the following Liberty Federal Credit Union instituted fraud-deterrent markers: - the full account number in the middle of the check, - the emblem to the left of the "Pay to the order of", - the security statement to the left of the emblem, - correct placement of the LFCU logo, and - our phone number. Ms. ******* contacted ******* ***** about the fraudulent check. Verbally, Ms. ******* conveyed that Ms. ***** stated that since I had not notified them of the error in the 24-hour period from 10 p.m. on Tuesday to 10 p.m. on Wednesday, I could not dispute the withdrawal. I questioned how could I dispute and check if the credit union were closed, how would I know about the transaction if the check cleared after hours on Tuesday and I was not notified until 3:46 p.m. the following day, and how could LFCU honor the check that was missing their bank instituted deterrents? I pointed out that I nor Ms. ******* could view the check without IT releasing the image. A warranty affidavit was emailed to me on 09/14/23, to start the process of obtaining the stolen funds. The signed and notarized document was faxed on 09/18/23, to ************. We are missing the $5,000 and are ineligible to receive the monthly earned interest rate.

  

  Business response

  09/29/2023

  LFCU apologizes for the delay. Your account was credited today, and the deposit was effective dated to the date of the withdrawal to ensure the accuracy of your dividends.  Please let me know if you have any further questions or concerns.  Thank you.    

  Customer response

  10/02/2023

  
  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

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got treated unfair and discriminated. I never had a check bounce and my account was negative never negative but I think they actually froze my account for depositing my own check from a different bank account into this account and now I can't even deposit any check or cash into the ATM. I dont see how its illegal to deposit my own check from different bank into this bank account

  

  Business response

  07/31/2023

  LFCU discussed the checking account activity and restrictions with the member.  The matter is considered resolved.  The member can communicate any further questions or concerns to me.  Thank you.

  Customer response

  07/31/2023

   
  Complaint: ********
  
  I am rejecting this response because:my account is still frozen and cant deposit cash at atm
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/01/2023

  The member's accounts were only frozen temporarily and are no longer frozen.  For the reasons explained to him, LFCU is unable to grant him ATM access. The member is welcome to communicate any further questions or concerns to me.  Thank you.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February 2023 I got a letter stating that Liberty was going to put forced placed insurance on my car. I HAVE insurance and on February 25th, I uploaded my proof of insurance to the site they told me ti go (iamcovered). On April, 24th, I got a letter stating they were starting the forced placed insurance. I immediately called them to ask what was going on. First I was told that it would take 5 business days for them to process emails. When I told the representative that I had supplied proof back on Feb 25, I was told that there were "no notes" on my account. This is unacceptable, fraud, and a blatant cash grab by this company. I am demanding them to remove forced placed insurance as I supplied proof - along with the last 4 numbers of my account AND their full ID number that they supplied to me on their letter. I am currently shopping for a new lender as I no longer wish to do business with a company who commits fraud.

  

  Business response

  04/28/2023

  LFCU regrets the miscommunication.  The cost of the forced placed insurance charged to your account was refunded to your loan today.  I apologize for the trouble and delay.  

  Customer response

  05/01/2023

   
  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

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Liberty Federal Credit Union is my primary bank, but they have recently been charging overdraft fees for payments that have not been taken out of my account. They recently charged 4 overdraft fees of $27 which CAUSED my account to go in the negative. Without those fees, I had $4.37 in the account. There was no need for any of the charges. My husband met with the bank, and they credit us back half the fees, which I am grateful for, but they shouldn't have ever charged us in the first place. They say it has to do with pending transactions, and I do understand that. However, it doesn't reflect in my online banking. If they are going to base overdraft fees on pending transactions, they need to be visible for customers to see upon login. However, they are not visible to us, only on the credit union's end. They still owe us $54. Can you please help?

  

  Business response

  02/17/2023

  LFCU refunded $54 to the member and will follow up with written correspondence to her next week.  If there are further questions or concerns, I can be reached at ************, extension **** or *******@libertyfcu.org.  Thank you.     

• Initial Complaint

  12/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A debt collector (debt I have been disputing) has bank withholding $1136.51 of my funds for 90 days. I have received no paperwork, court documents or anything. Debt collector and bank unable to provide me with any documentation.

  

  Business response

  01/25/2023

  Business Response LFCU received an order from the court and a copy was sent to Ms. ****** on December 15. However, it was returned "no such number" and "unable to forward". Once Ms. ****** updates her contact information with the credit union, a copy can be sent to her.

• Initial Complaint

  10/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  About a year ago, I signed a 5-year Auto Loan from ETFCU (Now Liberty FCU). After receiving the check, I requested online access but was told I cannot do it yet and have to come back for it later. On Oct 18 2022, I visit the branch again to try to set up the app, and I find out that I've been getting charged a monthly fee for loan insurance, where they take it out of my payment instead of applying the money to the principle. I have never asked for this and it was not presented to me. My loan officer did not mention/explain this at all. I did not even know this was an option. I am upset that they signed me up for this without consent, or at least without an explanation. To make things worse, their app only shows 6 months of history, so I cannot see how much they took from me for this useless insurance, but I estimate about $500. I would like this unrequested "service" cancelled and a refund provided for the previous charges.

  

  Business response

  11/08/2022

  Business Response LFCU reached out to the consumer regarding the payment protection and his correct address. The payment protection documents that he signed were explained to him. Consumer decided to cancel the products and 90 days of premiums were refunded to the loan balance. LFCU believes this matter has been resolved.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a new refinance loan with this company and they are taking money from me for insurance I have proven I don't need many many times. This has gone on for over three month. I've called I've emailed, I've been told over and over that it will be changed and refunded but it just keeps being sten from me. I cannot get anyone to actually help me or fix this problem. It's hundreds of dollars and continues to happen . I've tried everything humanly possible for three months to resolve the issue. I'm in a different state so actually going to the credit union Is the only thing I haven't done.

  

  Business response

  09/16/2022

  Business Response Contact Name and Title: ***** ****** SVP/CRO Contact Phone: XXX-XXX-XXXX Contact Email: *******@libertyfcu.org All forced-placed insurance previously added to the consumer's loan was refunded to the the consumer's loan on 9/9/2022. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******* **** ****** *** Apt * ********** KY XXXXX DOB: X-X-XXXX Last 4 of social: **** To whom it may concern, A few weeks ago, I checked my credit and noticed that your company has a hard inquiry on my credit file, I have not given your company permission to run my credit, I would like to know why your company used my personal information and furthermore how did you receive my personal information if I did not give it to you? I am demanding that your company remove this, inaccurate hard inquiry from my credit file. The credit reporting agency "Equifax" faced a gobal security breach, resulting in millions of consumers personal information exposed. As a result of this, I am a victim of identity theft. Under the Fair Debt Collection Protection Act, I have the right to bring this information forth to a judge in my area to file suit against your company for reporting this false information to my Transunion, Equifax, and Experian credit reports. I need you to provide legal proof that I have the right to do business with you, what bounds me to you? What kind of business dealings have I done with you? My lawyer has advised me to contact the FTC as well as the CFPB which I have done so. I hereby state that the information above is true, to the best of my knowledge. I also confirm that the information here is both accurate and complete and relevant information has not been omitted.

  

  Business response

  07/18/2022

  Business Response Contact Name and Title: ***** ******, SVP CRO Contact Phone: XXXXXXXXXX ext **** Contact Email: *******@etfcu.org ETFCU spoke with the consumer on 7/1/2022, and consumer agreed he had applied for credit at ETFCU in June 2022 and was apprised of the decision. He said he intended to "clean up other inquiries made by other financial institutions earlier in the year." ETFCU believes this matter has been resolved.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a loan with the "Evansville credit union. I have made several attempts to address the lien. I have spoken with several customer service representatives who have REFUSED several times to let me speak with a supervisor and has laughed on the call while expressing frustration with the lack of support and the willful abuse of getting any answers. I have simply wanted to get information regarding my loan and the loan details. It has been a tremendous difficult time with speaking with the entry level and when requested to speak with someone else who doesn't yell and belittle the customer i have been told twice i will not speak with anyone else and no supervisor will return the call as they only listen to voicemails and if the matter is. An importance to them. Trying to speak with someone to address the conversation with the company correspondents have been severally detrimental and i have run into dead ends. By the way the representatives have spoken to me on the phone like our the paying customers who have built the company was nothing more than trash after being told numerous times the company did not have a complaint department. I only write this as a last resort to get any help i can as they have been the rudest company i have ever spoken with and with the way the treat people on the phone as they don't matter. If this is truly have the company operates someone needs to be aware and hold them accountable.

  

  Business response

  06/20/2022

  Business Response ETFCU communicated directly with the consumer and believes this matter has been resolved.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company made a hard enquiry on my credit report without my consent and I want it taken off. I had completed a form inside my credit karma app thinking it was a simulation page on whether I qualified for auto refinancing. However, I was shocked a few weeks later when I started getting letters from different companies about an application I had made requesting for auto loan refinancing. I am using this medium to reemphasize that at no time did I apply for loans in any shape or form through Next Gen. I was only curious, thinking it was a simulation form to determine if I qualified and was only hoping to see the rates, in other to be able to compare with my current APR to give me an idea of how much progress I have made in my attempt to dutifully pay back my auto loan and nothing more. Please I insist this enquiry be taken off my credit report. Thanks and regards ********* ********.

  

  Business response

  05/27/2022

  Business Response Contact Name and Title: ***** ****** SVP/CRO Contact Phone: XXX-XXX-XXXX ext**** Contact Email: *******@etfcu.org ETFCU records indicate ********* ******** submitted an application authorizing ETFCU to pull credit. ETFCU apologizes for any confusion and, as a courtesy, requested the inquiry be removed from the credit report. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Like I had explained earlier it was the company NextGen that asked me to complete a form to simulate if I qualified for auto refinance and I only completed the form out of curiosity not knowing they had gone shopping for auto refinance on my behalf. When I found out I called both NextGen and Evansville Teachers Union and they treated shabbily without listening to my complaint or reasoning. I want them to take out that enquirer or I might be forced to take legal action. I do not need anyone to submit any application on my behalf. I am learned and capable of applying for whatever I want without the help of anyone. Business Response On May 27, ETFCU did as the consumer requested and asked the credit bureau to remove the inquiry(credit pull) from the consumer's credit record. The consumer **** have to follow up with the credit bureau to determine that the inquiry was removed. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) As long as the enquiry is removed I have no further issues. Thank you. Consumer Response Good day. This is just to inform that in spite of the last conversation and agreement by the Evansville Teachers' Credit Union to remove the unauthorized enquiry they made on my credit report, I find up till now they have not taken it out. To make matters worse, I had contacted the credit union to register my complaint and to notify them on the need to honor their side of the bargain, but the representative who spoke to me feigned ignorance and said there was no notification to that effect. To this end I might be constrained to seek legal redress as I have waited patiently for almost 3 months for them to make good their promos. Thanks and regards ********* * ********. Business Response I apologize for the confusion. ETFCU cannot remove the inquiry, but did send an electronic file to Transunion requesting the removal of the inquiry. ETFCU will send another request. If you have further questions or concerns, please contact me directly.

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