ComplaintsforMarket USA Federal Credit Union

• Initial Complaint

  06/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I just received credit card in mail from market USA that I DID NOT ORDER. I SHOULD HAVE NO CURRENT ACCOUNT WITH MARKET USA. I was told customer service, "if had accounts in past, we mail out a card". I was on hold 3 TIMES CUSTOMER SERVICE DID NOT SPEAK SOMEONE AND CANT CLOSE CREDIT CARD

  

  Business response

  06/05/2024

  Dear ******,

  We apologize for the trouble you’ve been having with your Market USA credit card. It’s completely understandable to be frustrated when you receive a credit card you didn’t request, and then face challenges trying to resolve the issue. Please rest assured that your card is now closed.

  There was an error on our end, and we take full responsibility for it. Your time is valuable, and being put on hold multiple times without speaking to someone is not the experience we want our members to have.

  Thank you for bringing this to our attention, and again, we’re truly sorry for the inconvenience. If you have any questions or concerns, please contact us at 301-586-3400 or **************@marketusafcu.com.
  
  Sincerely,
  Market USA Federal Credit Union

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Market USA did not implement due diligence to make sure that my vehicle was insured before initiating a second policy on my vehicle that is financed by them this has caused extreme damage to my credit score I was not informed that a policy was initiated. I was not even given a policy nor a policy number. I have called the bank on several occasions and I was never informed of this change. Nor it did receive any message. There has been a $6000 increase in my vehicle loan due to the policy that they implemented in March I switched carriers in December. There was no lapse nor drop in my vehicle‘s insurance policy. I switched for a lower rate in December 2023 in March 2024 market USA implemented their policy on my vehicle causing my vehicle payment to increase from $600-$1000, I spoke with a representative who first asked me to send the policy I did she then assured me a supervisor would call me back to rectify the issue within 72 hours. I have heard from no one. It has now been four days. I am closing on a new home in 30 days. This issue needs to be rectified immediately. TIME IS OF THE ESSENCE.

  

  Business response

  05/29/2024

  Dear *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience this situation has caused you. We understand the urgency and significance of the matter, especially with your upcoming home closing.

  As a recap of our recent communication, here are the steps we have taken to address the issue:

  Refund of the Collateral Protection Insurance (CPI): Per our loan agreement, CPI was added to your loan due to not having proof of insurance. Since coverage has now been verified, we are processing a full refund for the CPI that was applied to your account. This amount will be credited back to your loan, which will reduce your loan balance accordingly.

  Skip-a-Pay Program: You have opted to take advantage of our Skip-a-Pay program. This will allow you to skip your next loan payment without any penalties, giving you more flexibility during this crucial time.

  Your credit score is a top priority for us. Rest assured that your loan has never been reported as delinquent to any of the credit bureaus, and your credit score has not been affected by this situation.

  If you have any further questions or need additional assistance, please do not hesitate to contact us at 301-586-3400. We are here to support you and ensure that this situation is resolved to your satisfaction. We look forward to serving you in the future.

  Sincerely,

  Market USA Federal Credit Union

  Customer response

  05/31/2024

  
  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.
  
  Sincerely,
  
  ***** ****

  Thank you so much for your timely attention in this matter and yes, my credit report was affected due to the increase in the amount of the loan at any time there is an increase in any loan form credit . It will affect your credit score negatively, because the balance of the entity has increased opposed to being decreased as monthly payments should do so. Again I do thank you for your timely attention to the matter.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Market USA Federal Credit Union Auto Loan- I had started a new job/went back to work on 05/01/2023, I had called the bank to ask them to change my payments dates from the 15th and the last day of the month to the 5th and the 20th of the month, to match up with my pay dates. I have been calling and calling to get this completed. The bank then turned around and took out half of my car payment on 05/15/2023 and 06/05/2023. The bank then didn’t take another payment until 08/05/2023. I eventually left their banking institution and opened an account with *** ****** ****** ****** ******* ****** *****, I provided my new checking account information to Lisa B****, who was working to get me caught up. I was then advised to pay $128.84, and once that was paid then would start drafting the money out of my account. On 11/15/2023 $128.84 was drafted. So, I’m thinking ok, this is finally fixed. No, it’s not. I then received a call on to make a payment of $659.80 by 12/01/2023. Then I made another payment of $510.00 a week later 12/08/2023. I was told that I was caught up on my payments. The money is till not being drafted out of my account. I am making my car note payments every month from then on. It was not until 02/28/2024 That I spoke with Alyssa T*****, who helped me get all of accounts straighten out or so I thought. I had a credit card through them as well, that was closed because that had the wrong account number. They started drafting my car note and placing in to the wrong account. Now they are not reporting to the credit bureaus of my payments. PLEASE HELP

  

  Business response

  04/23/2024

  Ms. ********,
  
  We are sorry to hear that you experienced some issues with your auto loan and credit card payments. We appreciate your feedback and the opportunity to address your concerns.
  
  We have investigated your situation and the sequence of events you've outlined. We understand that you wanted your payments to align with your pay dates. Unfortunately, we have no record of receiving a signed subsequent action form from you to change your auto loan due dates. This form is required to authorize any changes to your payment schedule and to ensure that you understand the terms and conditions of your loan. Without this form, we cannot modify your due dates. In addition, we also require that your loan is current and not past due.
  
  You originally set up automatic payments to your Visa card with incorrect account information. According to our records, we corrected the automatic payment account number for your Visa card and offered to waive the fees if you paid the balance due in full and set up a payment arrangement. We also asked if you wanted to set up automatic payment for your vehicle loan, but you declined and said that you would pay it manually.
  
  We understand that you were upset when the automatic payment for your Visa card was processed, and you wanted it reversed. Although we had notations of our previous conversation that this is what you had requested, we switched your automatic payment from your Visa card to your auto loan. We also reminded you that both your Visa card and your auto loan were past due and that we were trying to assist you in bringing your accounts current to avoid further fees and penalties. Regarding the credit bureaus, we report all payment information to the bureaus. The reporting stands as is due to your past and current delinquencies.
  
  Once again, we apologize for any inconvenience and frustration you've experienced.
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My name is ***************. I recently called in on tuesday November 29th around 3pm to seek clarity with my account transactions as they seemed off. I was transferred to speak with Victoria, the supervisor at the time and was verbally insulted and lied to by her. We had about a 30min conversation where she kept saying "you can't understand" instead of listening to the concern and providing a solution in the form of clarifying details she just kept insulting my intelligence. If I don't understand something I seek clarity which is all I attempted to do. Victoria proceeded to lie once I was fed up with her insults and stated she removed the 3 $29 overdraft fees from November 26th and November 29th and removed the overdraft protection. I did not ask for fees to be removed, I asked for clarity, she volunteered to do these services so I accepted it and she did not do either. The original issue that I wanted to clarify and still need clarity on is Previously I noticed I was charged fees for overdraft when my account app showed I had positive balance both available and actual balances, as of November 25th I began taking a screenshot of the positive balances to help myself keep track prior to using my card. When I called in and asked to go over the transactions I was being quoted numbers and details that I did not see on the account screen nor were they captured in any of the screenshot. I asked two questions: is there a reason you the banker are seeing different numbers and transaction balances than what I am seeing and also may I have a copy of the transactions that you are quoting me as I am looking at details that are different. This was unacceptable in terms of service from leadership and completely ruined my trust in your ability to do what you offered when that wasn't what I requested and still not solve the issue I brought forward.

  

  Business response

  12/19/2022

  Business Response /* (1000, 5, 2022/12/09) */ Our Member Service Center Manager has emailed the member regarding this situation. She explained how transactions can be pending as authorizations until they post against the account. She refunded three overdraft fees and removed the overdraft protection service from his account. She also offered to address his concerns about the balance. She let him know that if he provides the screen shots, she will research and get back to him.

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