ComplaintsforEverwise Credit Union

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the beginning of August (around the 14th I believe) I was alerted by my mobile banking app that a fraudulent transaction had been detected. Upon inspection I immediately locked my debit card and called member services. I was transferred to the fraud department, which then blocked the card and told me to call about getting a new one the following Tuesday. When I called for a new card they said I needed to update my address via physical proof of address or changing it in the mobile app. After doing so I called back to have my new debit card sent to me. The person on the line confirmed my new address and said it would be sent there in 7-10 business days. After two weeks (9 business days) I called to check in the status as I hadnt yet received my card. They said they had sent it to my previous address, a house my family no longer owns and is seven hours away from me. I asked for them to resolve the issue or I would be switching banking companies because it had now been three weeks without access to money and I need to pay bills and get groceries. They then said a small fee would be applied for priority mailing (usually a few dollars at most), and proceeded to charge me **************************************** ***** hours. It has been 24 hours and I havent received the card yet. It still has 24 hours but Im extremely frustrated at the result they came up with.

  

  Business response

  09/13/2024

  Dear BBB, 

  Attached is Everwise's response to Ms. ******* complaint. Everwise will be happy to provide any additional information requested by the BBB.

  Thank you,

  Everwise Legal Department

  Customer response

  09/16/2024

   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.

  
  

  Thank you.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had arrangements to make an auto loan payment on 08/06 for $215, which we made online via their site, and for $431.55 on 08/19 with *****, over the phone, while I was in the hospital.The payment made by phone was returned for NSF because the Everwise **** *****, input the *** information incorrectly. This was verified by my Tech CU branch manager. They suddenly blocked the ability to make online *** payments when we tried to make the $431.55 payment. When we setup both payment arrangements, the *** never told us that when it was time to make the 2nd payment, it would need to be called in.Now, they are refusing to acknowledge their own error that caused the 08/19 payment to fail. Had that payment gone through, we wouldnt be making this complaint, as we have always been in contact with them regarding late payments.******* (Supervisor) reviewed the call and said it was my fault because there was background noise and I wasnt sure of my own acct information. I gave her my savings account number but she selected that it was a checking account and added digits at the end. Today, we were told that the car was out for ***ossession and it didnt matter that an error was made on their end. They want $900 in cash, TODAY, wont accept payment from a shared branch (which we have done in the past), and have continued to have lack of transparency.No matter what we do, they want us to withdraw the cash from our bank and turn around and give it right back to them.The claim its because of the status of my account but we have been late with payments in the past, due to my health, and they have never gone to these lengths to achieve the satisfaction of ***ossessing someones vehicle. Its like they get a rush or feeling of accomplishment by doing it. Some ***s at the ********** location can be quite rude, condescending, and racist.We tried to pay but they blocked us from doing so as you can see in the picture.

  

  Business response

  08/30/2024

  Dear BBB,

  Attached, please find our response to *************************************** complaint. We believe this will be sufficient for you to bring your investigation to an end but will provide any additional information you may need.

  Sincerely, 

  Everwise Legal Department

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has inaccurately reported information on my credit report. Despite my attempts to contact them to correct the information, they have ignored my requests. I am seeking the following:Original Contracts:Copies of any original contracts or documents used to verify the legitimacy of the disputed information.Verification Procedures:Detailed procedures your organization has in place to ensure the accuracy of each account.

  

  Business response

  08/08/2024

  Dear BBB,
   Attached is Everwise's response to ******************************* complaint. Everwise will be happy to provide any additional information requested by the BBB.
  Thank you,
  ***.
  

  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested to miss a payment on June 13th because I am going through a financial hardship. I had to quit my job due to being diagnosed with uterine cancer. I was helped by the representative *****************************. I signed all the applicable documents she needed me to. She informed me that I was to be charged a $25 fee for a missed payment. Today on June 27, I received an email stating that I was being contacted by The ***** ***************** as my account is now delinquent with a balance of $461.22. I called today and spoke to another representative and she informed me that she never put the request up for the $25, so it did not go through. She also informed me that because it passed the grace ******* I can no longer do a missed payment plan and that the original representative was not there today, on June 27th. I assume she wanted to talk to her about the situation. This has been very stressful and adds to my situation at hand. The original representative I spoke to just kept sending me emails to sign and I wasn't sure what it was for. I wish she had explained in the email what it was for or received a call to explain the document. I finally opened and signed the document explaining the $25 fee for the missed payment on June 19th my car payment was due on the 15th. I am a bit upset because I don't know how I am going to pay for this now and they didn't seem to care.

  

  Business response

  07/09/2024

  Dear BBB, 
  
  Attached, please find our response to the ****** complaint. We believe this will be sufficient for you to bring your investigation to an end, but will provide any additional information you may need. 
  
  Sincerely, 

  Everwise Legal Department

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  The representative never told me I had to deposit the $25 into the account for the loan to skip a payment. I have already made arrangements with another representative that informed me of this. Everyone was very helpful in their explanations of the process except for the original representative I spoke with that failed to explain all the details to me.

  

  Business response

  07/15/2024

  Dear BBB, 

  Here is the response to the ****** response. We believe this is sufficient to bring this matter to a close. 

  
  Sincerely, 

  
  Everwise Legal Department

  

  Business response

  07/15/2024

  Dear BBB, 

   

  Apologies, here you are. 

   

  Sincerely, 

  Everwise Legal Department

  

  Business response

  07/19/2024

  Dear BBB,
  Attached please find the requested information regarding ******************** complaint. We believe this will be sufficient to bring your investigation to a close but will provide any additional information you might need.
  Sincerely,
  Everwise ****************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my car payment for three months straight and I called every single time to make sure it had cleared. They sent me a letter in the mail saying I owed $18.14 so I called to pay that for the month of June. They told me I owed $882 and some change and said I was almost 4 months behind. I was not notified of this, I was told on the phone multiple times I was in good standing. I sent them pictures of the money coming out of my account and they said they never received it. The man on the phone was very rude to me the third time I was on the phone. This was a lack of communication on their part and I do not want this to affect my credit because of the non communication. This is not the first time I have had issues with the customer service department and issues with payments. I was told it was my fault and I just had to randomly get $900 to pay it or it will effect my credit even when it came out of my account.

  

  Business response

  07/08/2024

  Dear BBB, 

  Attached, please find our response to the complaint made by ************. We believe this will be sufficient to bring your investigation to a close, but will gladly provide any additional information you may need. 
  
  Sincerely, 

  Everwise Legal Department

  Customer response

  07/08/2024

   I am rejecting this response because: I spoke to someone at one of the actual locations and explained to her that the accounts on file were not my accounts. The only letter I got other than the letter attached was one from June 15th stating I owed $18. I was never called and my sister was never called to inform me of the late payments or the multitude of payments that were submitted. I just wanted my credit to be correct because when I was notified of this I immediately went and paid them. This not only effects me but also my sister as well. Thank you. 
  
  
  

  

  Business response

  07/15/2024

  Dear BBB, 

   

  Attached, please find our response to ****** response. We believe this will be sufficient to bring your investigation to a close. 
  
  Sincerely, 

  Everwise Legal Department

  

  Business response

  07/15/2024

  Dear BBB, 
  
  Apologies, here you are. 

  
  Sincerely, 

  Everwise Legal Department

  

  Business response

  07/19/2024

  Dear BBB,
  

  Attached please find the requested information regarding **************** complaint. We believe this will be sufficient to bring your investigation to a close but will provide any additional information you might need.
  

  Sincerely,
  Everwise Legal Department

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AUGUST OF '23 SOMEONE HACKED MY ACCOUNT, TOOK ALL BUT $11.90 FROM ME. I WENT THROUGH H*** AND BACK CALLING THE *********** CALLING EVERWISE OVER AND OVER AND OVER AGAIN ONLY TO KEEP GETTING THE RUN AROUND. FINALLY I GOT THE LAST OF WHAT'S OWED TO ME. MY DAUGHTER AND MYSELF HAVE BEEN ON THIS ACCOUNT OVER 10 YEARS. THE **** ***** EXT 3177, CALLED ME ONE DAY AND TOLD ME SHE'D CLOSE MY ACCOUNT IF I DIDN'T SIGN A NEW FORM. THIS PERSON HAD THE **** TO HANG UP ON ME. 6/20/24 I ASKED ***** WHY MY DAUGHTER AND MYSELF HAD TO HAVE OUR SIGNATURES NOTARIZED, SHE TELLS ME THERE'S NO PAPERWORK FOR MY DAUGHTER OR MYSELF ON FILE. MY DAUGHTER FILED ALL THE PAPERWORK WHEN MY MONEY WAS STOLEN. I HAD TO PAY $60 FOR 6 SIGNATURES BECAUSE MY COMPLEX REFUSED TO DO IT. WHY IS IT THIS WOMAN FEELS IT FINE TO LIE TO ME? THIS WOMAN HAS NEVER SEEN ME, ONLY MY DAUGHTER BECAUSE SHE IS THE ONE WHO COMES INTO THE POST ROAD OFFICE. *************** AND SAID SHE DID NOT HANG UP ON ME NOR THREATEN TO CLOSE MY ACCOUNT. WHAT IS THIS? MY ID AND MY CHILDS ID IS IN THEIR COMPUTER, HOW ELSE IS SHE ABLE TO WITHDRAW MONEY? PLEASE SEND A LETTER BECAUSE MY EMAIL DOESN'T WORK.

  

  Business response

  07/16/2024

  Dear BBB,

  Attached please find the response to Ms. ****** complaint. We trust this will be sufficient to bring your investigation to a close.

  Sincerely,

  Everwise Legal Department

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I own Northern Indiana Therapeutic Massage in **********, **. I was victim of a check fraud scam in March. My credit union, Everwise Credit Union based in **********, IN (formerly Teachers Credit Union) has put both my business and my personal accounts in "view only status" AND has taken the amount of the check out of my business account. I can't use my debit cards for either of my accounts for anything. I can't use the **** I can't use them for purchases. I can't even get cash. I went the local branch about a month ago to withdraw cash to open an account at another institution and I was told by the teller that I can't get cash out. I have to get funds in form of a check and the check couldn't be made out to me. Everwise Credit Union has also put a security alert on my best friends account solely because she co-signed for a truck several years ago. She wasn't even notified that Everwise Credit Union had put an alert on her account until she went to the branch to cash the cashiers check that I had to get that same day because they wouldn't give me the cash. Everwise Credit Union also tried to put a hold on the cashiers check that I had made out to my best friend two hours prior.I feel like I am being treated like the criminal in this case. I made a huge mistake THAT WILL NOT HAPPEN AGAIN. I have been with this institution since 1994 and I have never had a problem until now. I have been told that financial institutions usually re-brand for two main reasons, either they got sold or they failed audits and are forced to re-brand because they aren't allowed to continue doing business in the old name.

  

  Business response

  06/21/2024

  Dear BBB, 

  Attached, please find Everwise Credit Union's response to ****************** complaint. We trust this will be sufficient to bring your investigation to a close, but will gladly provide any additional information you may need. 

  Sincerely, 

  Everwise Credit Union

  Customer response

  06/21/2024

   I am rejecting this response because: I have done everything that was suggested in this response from Everwise Credit Union.  I went to my local branch on Monday, June 17th and the teller put the review request in the system. My personal account is still restricted.
  
  
  

  

  Business response

  07/01/2024

  Dear BBB, 

  
  Attached, please find our response to ******* response. We believe this will be sufficient to bring your investigation to a close, but will provide any other information you may need. 

   

  Sincerely, 

  Everwise Credit Union Legal Department

  Customer response

  07/01/2024

   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.

  
  

  Thank you.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Two payments were made one on june third and one on may thirtieth both in the amounts of three hundred and eighty six dollars and thirty six cents each. The total amount paid was seven hundred Seventy two dollars and seventy two cents. A tow truck arrived on May 3rd without warning provocation.Or even written information letting us know that this would happen. Attached.I have or screenshots of my phone. Stop payment was made for The latest payment making the total payment made $386.36 again.This was done after the tow truck left with our van. I reached out to pnc bank, And they have provided me with a number that everwise can call to confirm.However they refuse to do so. On may thirtieth we also called in to collection to let them know that we had trouble with payment due to a lack of knowledge as to how to. The app that we referred to was very confusing and tried sending us through a third party app. This app called plaid. I asked them to note on the account that a payment was made and I gave them the confirmation number from that payment. The note was never made in the account to their knowledge. I was told that I would receive a confirmation email and I did not. And then I was told that I was not allowed to share my account information with my wife. The entire thing is just giving me a large headache and I wish I had never gotten a lone through otherwise.

  

  Business response

  06/14/2024

  Dear BBB, 

   

  Attached, please find Everwise's response to the complaint. We believe this will be sufficient to bring your investigation to a close, but will answer any additional questions you may have.

   

  Sincerely, 

  Legal Department

  Everwise Credit Union

  Customer response

  06/18/2024

   I am rejecting this response because:
  
  If I did not make a payment, how did I receive a refund for the payments that I made through my bank? When told to everwise that the money was sent,  they said it was not their job to track down my payments.  Even pnc sent payment confirmation in letter form, and still they refused to acknowledge payment.  

  

  Business response

  06/25/2024

  Dear BBB, 

  
  Attached, please find our response to the *************************** complaint. 

  
  Sincerely, 

   

  Everwise Legal Dept. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Everwise negatively affected my credit rating by dinging me for being 30 days late over a $0.98 cents deficiency on my auto payment. I'll admit it was an oversight on my part, but I'm sure they could have gotten the $0.98 cents from the $5 required savings and notified me to bring the account back to the required status. I just think it is awful, how my credit had to take a hit over a $0.98 cents deficiency.

  

  Business response

  05/17/2024

  Dear BBB, 

  Attached, please find the response to ****************** complaint. We trust this will be sufficient to bring your investigation to a close. 

  
  Sincerely, 

  Everwise Legal Department

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Car loan on my credit report popping up as a repo when the car was totaled out after an accident had a remaining balance that I was unaware about til I went to try and get a car then I paid the remaining balance which makes the loan paid in full but its still showing a balance due and a repo on my credit report

  Customer response

  03/26/2024

  
  

  

  Business response

  04/05/2024

  Dear BBB, 

   

  Attached, please find our response to ********************** complaint. We trust that this will be sufficient to allow you to bring your investigation to an end, but will gladly provide any additional information you may need. 
  
  Sincerely, 

  Everwise Legal Department 

*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. ↩