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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Earlier this week in the late evening hours approximately 8p I received a call from a Rep name ************************* in the **************** of *** the institution who financed my car. The Rep was unwilling to talk to me via phone but then sent me an email claiming that I was $545.00 and 35 days late on my Car payment. I swiftly responded to the email attaching the past 5 Bank receipts clearly illustrating that I made the Car payment in a timely manner and that I had not been late or missed a single payment since I bought the Car in the Summer of 2018. I explained via phone and email that this was a BANK ERROR and furnished proof via bank receipts and demanded that they address this issue immediately; as I am closing on a home next month.Yesterday in addition to the aforementioned I learned that DCU wrongly reported me to the ever powerful Credit Bureaus negatively impacting not only my credit but my livelihood. The Collection staff at DCU do not respond to my inquires and, wait until end of day to contact me, when they do they are vague as to what they plan on doing to remedy the situation- a situation that they caused. A resolution has yet to be achieved. I have had other issues with DCU where they threatened to repossess my car as well as threats of fees falsely claiming that I did not have car insurance per our contract, which was quickly proven untrue. These threatening notices would get mailed to my home every month in spite of having continuous and UNINTERRUPTED Insurance coverage and receipts to refute their claims. In addition to having USAA our Insurance Company contact them directly and emailing DCU a copy of the "binder."
Business response
12/15/2021
To Whom It May ***************** reviewed the complaint submitted by ************************* concerning a late payment, credit reporting, and auto insurance coverage.
Our records indicate that ************************* made a payment to their Auto Loan at a Shared Branch location, and an error occurred during the transaction causing a duplicate payment to be made to a different Loan. The Shared Branch submitted a correction to DCU; however, the wrong Loan was noted in the correction instructions. As a result, DCU reversed the payment made to the Auto Loan. This caused the Auto Loan to become past due, and subsequently resulted in negative credit reporting to the credit reporting agencies.
DCU corrected the payment error by effective dating the payment to the date it was received, resulting in no late fees or additional interest charged to the member. DCU then provided manual updates to the credit reporting agencies, and have confirmed that Experian, Equifax and Transunion were all corrected, and no longer are reporting negatively.
Regarding the members issue with auto insurance coverage, our records show that ************************* has current acceptable auto insurance, and no further notices asking for proof of insurance have been mailed to the member.
DCU has been in direct contact with ************************* and their wife, *******************************, throughout the resolution of this complaint, and as we have addressed all facets of this complaint directly with the member, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
12/06/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have a loan with Digital Federal Credit Union (*************************************************************************) which was arranged thru Power Home Solar in June of 2019. *** has withdrawn regular monthly payments since then. I would now like to pay off the loan of $22534.13. I cannot get anyone to answer my calls. I have tried several times over the last week. I have been on hold for over 7 hours during that time. I have also left a call back number to no avail. Please help!Business response
12/14/2021
To Whom It May ***************** reviewed the complaint submitted by ************************* concerning the payoff of a Solar Loan with Digital Federal Credit Union (DCU).
DCU was able to contact ************************* and provide them with the required payoff documents. DCU also confirmed with ************************* when the payoff check was mailed to DCU with the required payoff documents.
As we were able to resolve this matter directly with *************************, we consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentCustomer response
12/14/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My husband who passed away in April,2021 took home equity loan and Auto loan with DCU. And I called them and informed about this and requested for loans settlement but they said they cannot do it. I am requesting them to do this so that I dont need to apply new loans and all these are time taking thing which will delay more and more. I have to work on settling other things also.
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