ComplaintsforEverwise Credit Union

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Initial Complaint
03/19/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Today March 18th 2024 I *********************** went to Everwise to complete my auto loan I was told the last time I was in that I was already approved and what my rate and payment would be. Today was just supposed to be signing and cutting the check. When I arrived there this morning around 11:45 AM I stepped into loan officer ***************************** office and sat down she began pulling up my loan after about 10 minutes she informed me that I needed a separate paper from the dealership. Because of this I stormed out of the office and left the building stating something along the lines of thanks for wasting my time. I then went to my dealership talked with them for a bit and was informed that no the piece of paper that was given last week was the only piece of paper needed for the loan. With this new knowledge and a reprint of the old paper I went back to Everwise and sat down in a chair I was then grab by branch manager ************************* and asked to follow him to his office I sat down and he tried explaining to me what had happened and that ***** just didnt know the correct questions to ask. Because of this I stated so its ok to waste my time because you dont properly train your employees. **** responded with ** going to make a copy of this paper and you need to calm down. When he re-entered the room he informed me that it would be awhile I stated ok Ill wait in the lobby he said no it will take longer and that he would call when ready. It is now 4:39 PM on March 18th and I did not receive any kind of call. Because of this Im under the impression that they believe its ok to retaliate against a customer who merely vocalized frustration with lack luster service provided.
Business response
03/29/2024
Dear BBB,

Attached, please find Everwise's response to **************. 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 Team
Initial Complaint
03/11/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*** now Everwise Credit Union gives a 10 day grace ****** for auto payments. I have made my payments on time online. They do not post my payment on the day I paid it. They hold it for a couple extra days before posting, creating a late fee. No one ever told me if I make my payments on line that they will not post it that same day even though it says I made the payment within the 10 day grace ******. I feel this is unethical and a rip off. I want all late fees removed from my account.
Business response
03/21/2024
Dear BBB,

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

Sincerely,

Legal Department
Everwise Credit Union
Customer response
03/21/2024
I am rejecting this response because:
I pay all my bills online and they are not with my financial institution and with the same checking account I make my car payment even on a Saturday and they are posted the same day I make the payment. Everwises explanation is unacceptable.

Business response
03/28/2024
Dear BBB,

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

Sincerely,
Everwise Legal Department.
Initial Complaint
12/26/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is hard to track as it has spanned several years. When I received my auto loan financing, Everwise was still Teacher's Credit Union. Back in 2019, I setup auto-pay on ***'s mobile app and it had me set an expiration date for auto-pay (I don't understand this business requirement). I apparently set it for 2 or 3 years, probably the highest option available. I also chose to split my payment into two, one on the 1st and one on the 15th of the month. The mobile app obviously allowed me to do this. Fast forward 3 years, and I realize myself that two car payments had not been taken out of my account. I call *** and they claim it's because my auto-pay had expired. Too bad I didn't receive any alert via email, mail, or in-app notification to prepare me for the expiry. I paid a late payment and 2 car payments that month because of ***'s poor business and behavioral requirements development of their mobile application and of their poor customer service in general. Anyway, I reset my banking info in the app and again set it for two split payments. I soon start to receive late payment notifications in the physical mail. I call *** and I review with them what their mobile app had allowed me to do. They said they would "put it in my notes" and that things would get taken care of. ******* changed. I received late payment notifications for another year+. Then, *** becomes Everwise. Their app gets "rebranded" and is somehow worse in usability than the prior version. They marketed this release as an improvement. The app is unusable. I am a UX designer by trade and it 100% violates usability and accessibility best practices. On top of that, Everwise has sent $34 of late payment fees to collections, has put my account in delinquincy, and is telling me I have to go to a physical branch location to fix the problems THEY have caused me.
Business response
01/05/2024
Dear BBB,

Attached, please find our response to the ********************* complaint. We trust this will be sufficient to allow you to bring your review to a close but will provide any additional information you may need.

Sincerely,
Legal Department
Everwise Credit Union
Initial Complaint
12/04/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 11/30/23 I had made an appointment withdrawal cash from Everwise. An appointment was scheduled for the following day. One hour to the appointment, a bank staff called to state they would not give me my money and she wanted to know what I was going with the cash along with where I was going to store it They claimed to be protecting me. I proceeded to start closing my account. Today I went to log on to look at my accounts and they are locked for my protection. this bank is passive aggressive and hostile to long term customers.
Business response
12/14/2023
Dear BBB,
Attached, please find our answer to ********************** complaint.

Sincerely,
Everwise Legal Department
Initial Complaint
09/01/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Unable to speak to anyone at the credit union who will help me consolidate my accounts. Their system does not allow me to manage which accounts I want closed. Every support person I have spoken to has gotten disconnected or reset the case. I need help from someone who can help me and I keep getting the runaround.
Business response
09/11/2023
Dear BBB,
Attached, please find Everwise's response regarding this matter. We believe this will be sufficient to allow you to close your investigation but will provide any additional information you request.
Sincerely,
Everwise Credit Union Legal Department
Customer response
09/11/2023
I am rejecting this response because:
I called the 800 number 3x and was not able to get help. I then called the local branch number, left a voicemail requesting to be contacted by phone or email, and I have yet to be contacted.

Business response
09/18/2023
Dear BBB,
Attached, please find Everwise's response to the rebuttal from **************. We believe this will be sufficient to allow you to bring your investigation to a close, but will gladly supply any additional information you may need.

Sincerely,
Everwise Credit Union
Customer response
09/22/2023
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.

Thank you.
Initial Complaint
07/17/2023
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Everwise Credit Union repossessed my vehicle (of two years) for 2 missed payments totaling $1060. I had spoke to a gentleman named **** (@ Everwise CU) just one week prior to the repo. **** assured me that the repossession would not happen and I would be fine to ******** as he and I had just discussed. Well, they came and got it anyways and they said **** should not have told me that. I also had the money right then and there and they would not accept my money. I even offered to pay the $1100 plus an extra payment (plus tow and storage)still wouldnt work with me. Mind you I should not have been repossessed in the first place. I was treat like garbage by ****** the recovery specialist, nor would she allow me to speak with a supervisor or just someone other than herself. Lastly, these calls are on recorded lines and no one will verify ****. I am ***** college student and a single parent. Shameful
Business response
07/27/2023
Dear BBB,
Attached, please find Everwise's response to the complaint raised by ****************. We trust this will be sufficient to bring this matter to a close.
Sincerely,
Everwise Legal Department
Initial Complaint
07/12/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They did not apply my payment that I made 2 weeks ahead of schedule to my credit card and charged me a late fee. Without the payment made to my credit card and the late fee it made the card go over it's limit. This has potential to affect my credit rating. I would not have known about their blunder if they had not called me and demanded payment that had already been made. Now they want a double payment and a late fee.
Business response
07/21/2023
Dear BBB,
Attached, please find Everwise's response to ********************** complaint. We trust this will be sufficient to allow you to bring your investigation to a close, but will gladly provide any other information you may require.
Sincerely,
Legal Department
Everwise Credit Union
Customer response
07/21/2023
I am rejecting this response because: If they look into my checking account they will find where they removed the payment. What they did with the payment is at this point unknown to me.They have access to all my accounts and should be able to ************ I will have to go to Everwise get copies of my statements from them and then give it back to them. This is nothing more than a stall tactic to make me pay a payment to Teachers Credit Union and Everwise in the same month. My payment was made 06-17-2023 transition number ****** $300.00 was removed from my account for ********************** card due date of 06/28/2023

Business response
08/01/2023
Dear BBB,
Attached, please find our response to the Member's response. We believe this will be sufficient to bring your investigation to a close.
Sincerely,
Everwise Credit Union
Initial Complaint
06/29/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I paid off my Auto Loan 5/4/2023. The loan department was supposed to sign the release of lein on my Title and mail it. When I did not receive it within a Month, I called a ************* on 6/2/23 and talked to a **** Svc Rep (the ********** does not take calls). ******* advised me that they had not mailed my Title, but would that day. I called again 6/23/23 after still not receiving the Title and found out that they had mailed the Title to my previous address. I have lived at my current address over 5 years and the bank has had my current address since I moved. Instead of looking at their records to confirm my current address, they mailed the Title to the address on the Title. In fact, I have been receiving regular monthly bank statements and other correspondence at my current address.I called again today 6/27 to find out if the Title had been returned in the mail. It has not as far as I can tell from 3rd party conversation with a CSR speaking to the loan department.I am at risk of having someone else in possession of my Title, and potentially trying to take ownership of my vehicle.The *************** or a Supervisor of Teachers Credit Union, now known as Everwise Credit Union has not contacted me to help resolve this. I am left on my own to go to the *** and request a Duplicate Title and pay the fees. I realized today that when I do request this Duplicate Title, I still have to receive a signed release for the Title from ***/*********.***/********* needs to change their process to ensure Titles are mailed to the current address on file for customers. A Supervisor or someone from that department should have talked to me when I requested to help resolve the issue.
Business response
07/11/2023
Dear BBB,
Attached, please find Everwise's response regarding this matter. We believe this will be sufficient to allow you to close your investigation but will provide any additional information you request.
Sincerely,
Everwise Credit Union Legal Department
Customer response
09/05/2023
From: *********************** <*****************>
Sent: Friday, September 1, 2023 7:31 PM
To: Info@ mailbox <***********************************************>
Subject: Re: 20252514

I received satisfactory response from Everwise Credit Union to close my complaint with them.

Thank You,

***********************
7007 *****************************
***********, ** 47805
*****************

Sent from Yahoo Mail on Android
Initial Complaint
12/27/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Teachers Credit Union implemented a new log-in process for their users. This broke at least one fairly important 3rd party financial log-in service (*****). Since the first part of Oct I have been unable to use any financial services that use this service to transfer funds to or from my main ****************** at ***. I have contacted ****** services several times, initially they had a team working on it, then they didn't have an update but suggested having my other accounts enter the information needed manually (they do not have a process for this), and their latest response to my inquiry was a canned "Thank you for your feedback" response.
Business response
01/05/2023
Dear BBB,
Attached, please find a copy of ***'s response to the Member's complaint. We trust that this will be sufficient to bring your investigation to a close, but will gladly provide any additional information that you may need.
Sincerely,

TCU Legal Department
Customer response
01/10/2023
I am rejecting this response because:

I have contacted the financial service that I was using ***** with as suggested by ***. There is not any method that the consumer, at least for the financial service I was using this service with, to connect using routing and account numbers. This had to be done by the customer service agent that I talked with.
I now have the capability to transfer to and from this specific account. The issue becomes that this does NOT have the same level of functionality as I had before, which I feel is where *** did not due their due diligence upon altering their back-end, and this was not communicated in any meaningful way to the consumer.
The functions that I had while using the ***** systems was that my 3rd party financial service could monitor for deposits, and ask questions to me about them and based upon my responses transfer funds from my *** account to this 3rd party financial service. My 3rd party service no longer has the transparency to do this.
Business response
01/24/2023
Dear BBB,

Attached, please find ***'s response to ******************** response. We believe this will be sufficient to bring this matter to a close.

Sincerely,

TCU Legal Department
Initial Complaint
08/08/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Monday August 1, 2022 I used the drive -up ATM and deposited $500.00 into the **** The machine shut down(blanked out) and was unable to complete transaction. The manager spoke with me and stated because I bank with Navy Federal( out of state) bank I would have to wait until the Brinks truck come to count funds and any overage would be inspected to determine my funds. I call my bank Navy Federal and filed a ATM affidavit/ incident report. *** told me they would call to update me. I called on Tuesday and was informed my card was found, yet no one called me to tell me when it was found, but no funds reimbursed yet. Now they are saying they have to wait to have *********** to contact them via mail or call to tell amount funds discrepancy, yet again they did not call me I had to call and haven't heard any updates at all or any communications from the bank regarding this matter. I need my money back. Their machine malfunctioned, but now I am suffering because of it
Business response
08/18/2022
Dear BBB,

Attached, please find ***'s response to the consumer's complaint. We trust that this will be sufficient to bring this matter to a close, but will answer any additional questions you may have.

Sincerely,

**********************************, Esq.
Assistant General Counsel
Teachers Credit Union
Customer response
08/19/2022
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.

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