ComplaintsforFirst Community Credit Union

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 ***** I noticed fraudulent charges on my bank statements after visiting *******. I contacted my bank H343137**373737383431H and they told me they told me I couldn&#**;t do anything because it was past 60days. I contacted ******* and they told me it was my banks responsibility to respond to the fraud. H37313735343631**36H H33**3532353430353333H told me that It was up to ******* to pay me back. The total overdraft fee and money that was taken from me was $13,478.16. I realized that the money was missing in 2020

  

  Business response

  12/07/2023

  Per the terms and conditions in our ************** Agreement that you acknowledged and agreed to when you opened your account, you have sixty (60) days after we send the first statement on which the problem appears to notify us of any errors or fraudulent charges.  This sixty (60) day timeframe is an industry standard.  Currently, we have no record of receiving a dispute regarding transactions on your account.  If we had, then any fees that resulted from the fraudulent activity would have been refunded when the dispute was received.  Your complaint does not give any specifics, other than you noticed the problem in ********************** 2017.  Your complaint does not tell us if the fraudulent activity is still occurring today.  Unfortunately, there is no merchant who is going to provide information to us or receipts regarding transactions that occurred 3 to 6 years ago.  Our EFT terms and conditions may be found on our website, under Policies and Disclosures, then select 'Electronic Funds Transfer Agreement and Disclosure.'  Please review Section 13. Statement errors.
  

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have fallen on hard times. I didnt even know I could opt out of over draft fees the amount of over draft fees I have received is over 300+ dollars just this week. I have begged an pleaded for help. They refused to adjust them. They claimed to have sent the email to opt out of over draft fees and I never got it. I have 4 kids and I never pay my bills late with you all. The govt literally bails you out I will not be able to afford child care due to the nsf I have received

   

  Name: First Community Credit Union
  Address: ***********
  City: *********
  State/County: **
  Zip/Postal Code: 58402
  Business Phone Number: **************

  

  Business response

  12/01/2023

  ***************** chatted in on 11/22/23 asking for help with fees. There were eight fees charged on 11/21, for a total of $220.00, all of which were *** fees for paid items. Our *** representative refunded four of the fees as a courtesy and explained to ***************** how *** works and why the fees were charged and explained to her that opting out of the *** program would have prevented seven of these fees, as ATM/debits would have simply been rejected without a fee. ***************** did not iterate in the text that she would like to opt out and the *** change form was not sent.
  
  On 12/1/23, the manager of the *** department made a call to ***************** in which an offer to opt out was made. He also offered to refund the other four fees if she opted out. ***************** refused the offer, claimed that the fees were not for paid items, and ended the call.

  Customer response

  12/01/2023

  Complaint: 20772094
  
  I am rejecting this response because:
  What the company is stating is false they are not odp charges they are nsf. I asked 2 diff people for the form they would credit 6 fees back not 4. I also spoke with a teller at the ********** mo location. I said I needed time to research and after further research found the company is telling untrue stories. 
  
  
  Sincerely,
  
  ***********************

  

  Business response

  12/01/2023

  The items were paid so they are not NSF fees.  They are *** fees.  We did contact our ****************** and the opt out form has been sent to you twice in the past month and we have not received it back.  We will refund 6 more fees for a total of $165.00 if you opt out of the *** program.  Please contact our *** manager for the form to opt out and he will refund the $165.00.  contact email ************************************************ or direct phone number  ************.  Thank you for the opportunity to serve you. 

  Customer response

  12/05/2023

  Complaint: 20772094
  
  I am rejecting this response because: everything stated is untrue. The form was never sent he even said in the phone call it was never sent because he claimed I never asked for it. Worst customer service it cant be based on lies please state actual proof and facts of your claim. You are back tracking on everything you state. 
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I obtained a loan for a golf cart from First Community Credit Union on 25 May, 2023. Months later, on 08 September, 2023, I noticed a charge, increasing my loan by 16% of the starting value for $1,595.00 to my loan marked "CPI billing". I immediately called the credit union to find out what happened, and they told me that I had not sent in my declarations page for the insurance that I carried. I sent the declarations page, and heard nothing for over a week. I called again to follow up and was told that it could take a few more days to process. Again, a week later, after hearing nothing, I called back again. This continued for until a customer service representative called another department, and they stated that they had rejected the document because the VIN number didn't match the title, however, they never told me that it was rejected, nor did the tellers have any documented information that this had happened. I followed up with my insurance company to ensure the correct VIN number was on the declarations page, and sent the document again. The document was finally processed, however, they only refunded the CPI billing charge by $933.00. On top of the partial refund, I had paid my bill for October, and it now shows that I have to make an additional payment increased by 29% above my normal payment. I have made payments every month as per the terms of the contract, and even after 6 payments (since inception), and a partial refund for the additional CPI billing, my current balance exceeds my starting balance. I never received any communication from the credit union that there was any issue with this insurance as we started full coverage on the day the loan was obtained. The activity of this credit union is predatory, and does not show any commitment to their customers whatsoever. This bank needs to learn communication, customer service, and above all, integrity.

  

  Business response

  10/30/2023

  As stated in the Loan Agreement and the Supplemental Provisions, all members agree to obtain insurance and provide adequate proof of this insurance on all secured loans and if adequate proof is not provided to the credit union, permission is granted for insurance to be purchased on the member’s behalf. This member was notified that the credit union had not received any proof of insurance numerous times before insurance was purchased to cover their vehicle. Notifications were mailed to the member on June 23rd, July 21st, and August 18th with no return communication or proof of insurance provided. Insurance was purchased by the credit union on September 8th, with the cost of the insurance being added to the members loan, and a final communication was sent to the member explaining the changes to their loan. Verifiable proof of insurance was provided by the member’s insurance company on October 26th, showing a policy beginning on October 24th and a partial refund was issued on October 27th. Additional insurance information was provided on October 27th and is currently being reviewed by our insurance tracking team to see if an additional refund may be issued to the account. The credit union makes an extensive effort to verify insurance coverage on all collateral to ensure minimal unneeded insurance purchases. The credit union utilizes numerous systems to verify coverage and all available communication methods to touch base with its members to avoid similar situations. However, the credit union is reliant on its members to provide accurate insurance information in a timely manner to assist in prompt insurance verification. To avoid any further inconvenience, this member will need to provide additional verifiable information showing insurance coverage from May 25th through October 24th or increase their monthly payment to cover the premium charged to their account. If additional information is provided and a full refund is issued, account adjustments will be made to ensure interest was calculated accurately and no unjust late fees are charged. For the quickest possible assistance, we recommend reaching out to our insurance tracking team directly at 888-414-9692.

  Customer response

  10/30/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Not once was I notified by the credit Union that anything was out of order. Had the credit Union communicated, it would have been resolved immediately. This day and age affords us many options to communicate, and unfortunately, I had to initiate the communication, and jump through hoops to find out what was going on. I provided proof of insurance and as stated in my initial complaint, there was an error with the VIN, and declarations were sent to reflect this. I have emails from your customer service representatives acknowledging this.  Your approach to customer interaction is clearly to take advantage at any cost, and the customer is an unimportant commodity. Resolution is achieved when both parties walk away satisfied with the outcome. Unfortunately, the credit union has implemented tactics at any cost to their consumers and used its position to bend ethical boundaries to broaden their margins.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck had broken down and I needed to still go to work I lived across the highway from i-70 Motorsports in Warrenton Missouri I called them to talk about getting a vehicle they said they work with first community so they sent me there to apply for a loan I couldn't get a loan for the amount of the truck I wanted but I was approved for 12,500 the car lot agreed to sell it for 12,000 but first community had already printed a check for $12,500 but the car lot did not return my $500 then all of a sudden after I start having problems with my new truck the car lot across the highway from me disappears when we were in the covid shutdown and all repossessions were supposed to be put on hold they were still trying to find my truck even though I was only two payments behind I think it was a setup as far as the car lot working with first community I couldn't get credit anywhere else but for some reason first community was able to give it to me from that particular car lot which I must repeat disappeared shortly afterwards I had my checks direct deposited to first community who then chose to pay other people and default my truck loan instead of taking their payment out first I don't quite understand that if I have a loan with the company and my check is being deposited into an account there shouldn't they take their money out first but they did not they let me go into default before even telling me I was behind on my payments I was under the assumption that my truck payment was getting paid every week with my direct deposit going to the company that gave me the loan in my eyes I should have never defaulted they should have made sure they had their payments and they should have notified me much sooner if I had missed a payment they chose to do neither and then they started coming after the truck very shortly after that right at the beginning of covid when the governor of Missouri inform people to cease and desist with all foreclosures and repossessions thank you for your time

  First community Credit Union
  ***** ************ ******* **
  ************ *** *****

  

  Business response

  09/25/2023

  This member obtained their loan to purchase a vehicle in February 2016. During the loan application process the Credit Union would have obtained a purchase agreement outlining the purchase details and issued a check accordingly. The member also signed a Loan and Security Agreement outlining the details of the loan, including the amount of any check issued for them to deliver to the dealership. If the purchase price changed at some point during the process, the member would have needed to make the Credit Union aware, return the incorrect check and have a new check issued. There is no record of this every happening.
  The Credit Union was frequently in contact with this member via mailed letters and phone calls. There were numerous conversations that took place to discuss the delinquency on the account and lack of full coverage insurance on the vehicle. The loan eventually reached a point of severe delinquency, there was no agreed upon payment arrangement and the vehicle was ordered for repossession in June 2019. The vehicle was never recovered, the Credit Union stopped repossession efforts in October 2019 and sent the account to its attorney for collection in December 2019.
  The member is welcome to reach out to the Credit Union to work out payment arrangements to obtain a lien release for the vehicle. 

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I am not disputing the bill I'm disputing how the bill came about had they been taking their payments like they should have when my paycheck hit or notify me when something bounced then I could have taken care of it then but they chose not to do that and I didn't say anything I've said the car lot didn't give me the 500 back not first community that was between me and the car lot I get that my question is what was going on between them and the car lot the truck I bought had quite a few issues that they refuse to address and resolve and by they I mean the car lot not the bank but I think the bank should be held somewhat accountable for how the car lot is dealing with it because they have an agreement worked out they send me to first community I apply for the loan I get a loan I take it back to that car lot not any other car lot just that one
  
  Sincerely,
  
  ******** ******

  

  Business response

  09/27/2023

  First Community pulled payments as agreed upon from the designated checking account for as long as there were funds available. The last payroll deposit showing on the account was on March 1, 2019 and the last deposit of any kind was on May 21, 2019. The checking account was also closed due to being in a negative standing for over 30 days and was never re-opened. The last transfer to the vehicle took place on May 22, 2019, no funds have been available for transfer since then. The Credit Union began sending letters addressing the issue on April 30, 2019 and began calling the available phone numbers on May 7, 2019. Letters and phone calls continued weekly until June 20, 2019, at which point we had not had any response to our letters or calls and the vehicle was ordered for repossession. Numerous conversations then took place between the member and the credit union in June and July of 2019 and the member was advised of the status of the loan and what was needed to take care of the situation, but to date the transfer on May 22, 2019 still stands as the last payment made. There is no evidence to suggest that there was an agreement between the Credit Union and the dealership the member chose to go to; the dealership, vehicle, and finance company were all chosen by the member. The member is welcome to reach out to the Credit Union to work out payment arrangements to obtain a lien release for the vehicle. 

  Customer response

  09/27/2023

  Complaint: ********
  
  I am rejecting this response because:
  I understand that the credit union has the upper hand here because I'm just a consumer I don't have a business license to screw people over and I don't have proof that yes I did try to contact them numerous times I only have the word of my sister and my mechanic that they were willing to help me but first community chose not to do it to take any payments they wanted $7,000 no one I know has $7,000 on hand I tried numerous time to make payment arrangements they wouldn't accept them but of course I have no record of all this so I understand they're going to win this battle but they're not going to win it in the long run I chose the car lot The car lot chose the finance company I did not choose them they sent me to them so them saying that I chose it they're mistaken The car lot shows first community not me I went where the car lot told me to go and the car lot specifically said they work with first community Credit Union and for me to go there so how do they figure I chose all that and once again I made more than several attempts to contact them to work out payment arrangements but they didn't want payment arrangements they wanted $7,000 then that's not a payment arrangement that's the total payoff
  
  
  Sincerely,
  
  ******** ******

  Customer response

  09/27/2023

  I thank you for your time I knew they would never admit fault and I knew I didn't have a way to stand on this is the only company I've had a problem with it is not like I have a problem with a lot of them but I feel they did me wrong I understand they have much more detailed records than I do but thank you for your time until they play the next person shady have a good day

• Initial Complaint

  07/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my truck 2020. I requested immediately that my payment be on the first of the month because I’m a disabled veteran and I get paid on the first. I’ve had nothing but problems with this bank and it’s caused me a lot of stress. They never moved my payment so I have been being charged late fees every month. They charged me against my will for insurance saying I had a lapse in my insurance for 6 months. I had and have full coverage. I changed accounts for automatic withdraws from my account. 4 months in a row. There are notes and I know I’m on camera doing this. Physically going in and trying to fix my issue. And they still didn’t get it right which resulted in a past due payment. I’ve went in and caught it up but none of my requests have been met. Saying it’s 42 days past due when for three years I’ve requested my payment to be moved to the first of the month. Still nothing. So basically they’ve been stealing my money with late charges. I would like my money refunded and my payment to be moved to the first of the month. It’s extremely frustrating. My payment history WAS stellar with them on my last loan. I don’t know what would cause this level of incompetence but something needs to be done.

  

  Business response

  07/28/2023

  This member purchased their vehicle at a dealership and worked out the finance terms with the dealership’s finance department. The credit union assumed the loan contract with no additional information indicating the due date should be anything other than what the member agreed to on their Retail Installment Sale Contract. The member made their first payment inside one of our branches and then setup automatic ACH debits to begin with the second payment. Before the second payment was made, we were notified that the member did not add their vehicle to their insurance policy in a timely manner and the credit union purchased a policy on the member’s behalf to cover the vehicle for the time period of 5/30/2020-7/8/2020. Numerous requests were made by the credit union, but no additional information was provided suggesting the member had coverage for this time period. The cost of this policy was added to the member’s loan and their monthly payment was adjusted for a twelve month period to cover this cost. Despite being notified, the member failed to adjust their automatic ACH debit and only partial payments were made beginning with the second payment, which led to the member’s account becoming past due. The member’s account has remained past due since then, despite various communications attempts and discussions regarding their loan. The member has made numerous requests regarding changing the due date, setting up a new automatic ACH debit, and skipping a payment and has been given the same answer each time, per company policy the loan must be up to date before any of these things can be done. The indication that these issues have arisen because the member’s due date is on the wrong date are inaccurate as the loan would be further past due had the due date been changed as the member requested. All late fees and credit reporting have been assessed accurately and are a result of the member not maintaining their loan in accordance to the loan contract they signed. If the member would like to rectify their account by bringing the payments up to date, they are welcome to take advantage of all services provided by the credit union including skip-a-payment and automatic ACH debits. 

  Customer response

  07/31/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  If you look at my history with this institution. My payment history with my first vehicle was stellar. The payments on the fist part of the month and auto withdraw. Apparently the festus beach couldn’t accomplish that. The dates I get paid haven’t changed and as soon as I got the loan I immediately asked for the payment date to be changed. They definitely took my money on the first of every month but continued to say I was late and caused a lot of frustration and stress. All I wanted to do was get all this sorted out but. Just continually get harassed and threatened with repossession. I absolutely brought the account current and requested this to be sorted for the dates of my payments but got told I would have to physically go to the main branch to get the payment date changed. This one payment behind has been through sheer frustration because I did what I was supposed to do so I could focus on a divorce and not have to worry about manually making my payment. I took all the steps necessary but since the employees at the festus branch couldn’t get my account right FOUR different times. They absolutely have the power to resolve this and get it right. I’ve had money taken without my consent. Out of my account. I’m going to assume I’m just going to have to physically pay my payment each month at a branch or spend the ridiculous $6.95 processing fee for a phone payment. Makes no sense. My payment history speaks for its self. There is literally nothing deceitful going on with me. When I did catch the account up. They used the due date on the 14th as an excuse not to let me defer a payment because I wanted to buy Christmas. My truck payment is 842.00 a month. I have been physically making my payments since this incident. This has been more than frustrating. The collection department told my ex father in law I was three weeks behind and stressed him out. Told me I was 42 days behind and 2 payments behind. That’s not good business practice. Literally no help to me at all. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  08/02/2023

  There is no evidence to suggest that the account would be in better standing if the due date was changed from the 14th of the month to the 1st of the month. In fact, the loan would be further past due if that change had been made. The current status of the loan has been caused by short payments, late payments, and returned payments. Additionally, the member has had numerous months in which they could have submitted an online request to take advantage of the skip-a-payment program, because their due date was the 14th instead of the 1st, but requests were never submitted. The member has had multiple conversation with the collections department regarding ways to get the account back on track and ways to take advantage of the credit unions services, however the member has not held up their end of the conversation and given the credit union the opportunity to operate within the terms and conditions of those services and provide the help the member is seeking.

  Customer response

  08/02/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  LOOK AT MY PAYMENT HISTORY FROM THE LAST LOAN. Stop playing stupid. You all knew my circumstances from the beginning. All I did was, take the necessary steps as per, the first loan. I requested. 4 different times with my new account. To fix what ever so I wouldn’t be late on my payments. Again. I paid 850.00 in cash to make my payment yesterday. I’m sorry you have people with extra chromosomes working at the Festus branch. I would be retarded to fuck up payments on my only means of transportation you fucked up. Not me. Stop robbing people you pieces of shit. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently left BOA to come to FIRST Community by a recommendation from a long time member of theirs. I created my account and was sent my debt card via Mail. I have deposited money into my account. But have been unable to use it. Ive called numerous times. And was told over the weekend I was unable to use my card until Monday because I didnt know what my debit card pin was. I never created a debit card pin. And was told they created one for me. But they couldnt tell me what it was. I called today, Monday June 12 2023 to change my debit card pin. And was told they could not do so. I then asked if I could close out my account and have them mail me my money. And they said they could do that no problem. With BOA I had issues, but never issues like this. As ridiculous as this. I had no means to access MY money over the weekend. I feel completely robbed. They couldn't change my debit card pin that I never created, but they could easily close out my account. The lady who closed out my account, her name was *****, started to ask me if the information she had was correct to close my account over the phone. Usually they ask you to verify name, address, DOB. She read me all of that information and asked if it was right to verify. After asking her if I should be the one telling her that information so she knows its really me, she told me I was right. Im really appalled. I was with this banking institution for literally not long. But it was long enough. I was also sent 5 different cards all for use with this one bank. I requested a debit card in the mail and was sent an ATM card. I have no idea what an ATM card is. But I had to wait another 7 days to get the Debit card I requested. I was also was sent a membership card. Its too much. It’s ridiculous.

  

  Business response

  06/15/2023

  We apologize for the confusion and delay in the receipt of your debit card PIN.  We have listened to the multiple calls and agree that our staff did not educate the consumer on processes or options available to them.  The consumer opened this account online on 2/21/2023 and indicated on their online application that they did not want a debit card so an ATM card and an ATM PIN was issued and mailed in separate envelopes, 2 days apart to the address they provided to us.  A membership card was also sent so they would know their account number to be able to conduct transactions.  On 3/6/2023 a debit card and debit card PIN was issued to the consumer per the consumer’s verbal request and mailed in separate envelopes, 2 days apart to the address they provided to us.  We typically tell the member to wait 10 business days to receive the card and PIN.  We do have the capability for the member to come into a branch and obtain a debit card in-person and we also have the option for the member to select a card PIN or re-PIN their debit card, in-person at any of our locations, with their debit card present. Our ******* locations are open 7 days a week. We do not have the capability to change a debit card PIN over the phone for security reasons.   We are in the process of updating our online onboarding process. We regret the miscommunication regarding the circumstances of the account.  We have spoken to the staff involved and they have received further instruction and training so similar situations will be prevented.  Thank you for bringing this to our attention. 

• Initial Complaint

  04/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First Community Credit Union's bill paying system paid my house payment 0n April 1 instead of April 3, which is when it was scheduled to be paid. As a result I was left with an overdraft fee and a negative balance of -$300. My paycheck was to be deposited on April 3, due to the weekend, it is normally deposited on the first of the month. This being the reason I scheduled my house payment for April 3 as well. Their entire bill paying system is a joke. I spoke with two different people at the credit union and was refunded the overdraft fee but was given no satisfaction for my negative balance which was caused completely by them.

  

  Business response

  04/03/2023

  We regret any inconvenience or confusion this has caused our member. From reviewing our records it appears that the payment was added by Anne on 3/27/23 at 11:43am. Please be advised that our Bill Pay service utilizes what is known as a **** ***** *****. Any payment scheduled will provide a send date and a delivery date for the end user to choose and modify. This payment was scheduled with a send date of 3/31/23. In accordance with a **** ***** ****** the amount of the payment was taken after our payment cutoff of 4pm on 3/31 and processed to be delivered to the intended recipient by 4/3/23, the following business day. An additional charge to our member’s debit card processed following this payment processing which resulted in the mentioned overdraft fee that was refunded.
  We again apologize for any confusion and would advise that all funds be available by 4pm CT on the send date displaying for any payment being scheduled. Given that this feature is self-serviced by the end user, First Community nor its employees will have any control over the dates chosen when payments are scheduled. We also would be happy to provide additional insight to explain the Good Funds model as our intention is to allow members to utilize any overdraft protection if they have opted into this service but to the contrary, not be charged insufficient funds fees in the event funds are not available to complete a payment. 

  Customer response

  04/05/2023

  ********** ********
  
  I am rejecting this response because:
   
  The date of 4/3 was the date the payment was scheduled to be delivered. 
  
  
  ********** **** ********

• Initial Complaint

  03/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I financed a car through first community at the dealership. I got Covid and did not have the ability to check my accounts during that time so I had assumed the payments were being taken per our agreement. I went into the bank after noticing it had not came out and I had not been contacted. They stated they had no address or phone numbers on file for me what so ever. I was highly upset. I paid for the past due amount and signed an ACH form. I last night then had someone in a tow truck come scan my car so i immediately went to the bank when they opened. I have my security camera footage on my home showing this. After speaking with an associate at the Fenton location, she stated there is a fee for repossession and many other things. I am highly upset and this needs to be resolved immediately. This is no fault of my own because of the incompetence of the association at the Saint Louis hills location.

  

  Business response

  03/16/2023

  This member took out their loan to purchase a new vehicle in September 2022. The loan was added to their existing First Community Credit Union account and immediately fell past due and entered a repossession stage without a payment being made. The member paid to cancel the first order for repossession in December 2022 and updated all the contact information on their account. The member’s loan immediately fell past due again, First Community attempted to reach out through various channels but the member did not respond to any past due notification. The member made a partial payment in person in February and was provided with a receipt showing the current status of the loan. No additional payments were received and the vehicle again entered a repossession stage and was ordered for repossession on March 6. On March 15 the member paid to cancel the second order for repossession. First Community does not have any record of ACH payments being set up or requesting to be setup. The credit union required the member to pay their past due amount and a cancellation fee that is charged by the repossession company in order to stop repossession efforts.

  Customer response

  03/17/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  After visiting the Fenton location the associate was able to locate my ACH payment I originally initiated. So you are literally lying. I DEMAND THE $150 be refunded, my credit report to not reflect anything past due from the original date of contact with the Watson location where I made the payment and a sincere apology for the major inconveniences along with lying because I have had NO CONTACT via mail/email/or call what so ever. I will pull phone records if need be. When I went into the **** ****** **** location I asked to bring the account current and get ACH set up. I spoke to an African American female there at the teller line furthest to the left. I esigned the paperwork and the amount should have been debited from there. I will be contacting a lawyer if this does not get resolved. I have never experienced such poor customer service and lies from a bank in the entirety of my life, and that says a lot considering I worked at a bank for five years. Get this fixed! 
  
  
  Sincerely,
  
  ****** *****

  Customer response

  03/21/2023

  The associate at the Fenton location found this and reprinted it for me on the date filed this complaint. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought my car brand new in 2018 & it was financed by First Community Credit Union. I paid IN FULL EVERY MONTH & on time. Recently, I made some partial payments, paid MORE than the actual payment &, yes, I did miss December's payment but January was paid in full & on time. I contacted them within the past week about opening a checking account & no one ever said ANYTHING about repossesing my car or even about is being past due but they reposessed it this morning. I went up to pay it off & get it back & the girl at the counter pulled up my account & APOLOGIZED, telling me that it SHOULD NOT HAVE HAPPENED. That's right. She admitted to me it was THEIR MISTAKE! Doesn't change the fact I had to get a cashier's check to pay off the loan because that was the only option I was given. Which, how could I afford to do that if I wasn't paying my bills? Think about that... I also had to drive out to Bridgeton & pay another $490 just to get my car. PLUS, there is now a repo on my credit. I want that repo removed. I admit to a missed payment but the girl at the bank admitted my car NEVER should have been reposessed. I should not have to suffer for them wanting to sell my car because it's worth more than what's left on my loan. I could tell when she called the main branch to let collections know I was paying it off that he was mad. Sorry, I pay my bills. If there is a problem w/an account, you talk to the person about it. You don't steal their property then hope they can't recover it so you can sell if for a profit.

  

  Business response

  02/10/2023

  This member began paying late and getting charged late fees in November 2021, caught their loan up briefly, and then started paying late again in September 2022. The credit union mailed multiple delinquency letters each month and received no response to those letters. The credit union also tried to reach the member at the home phone number provided, but were unable to speak with the member or leave a message as someone would always pick up the line and then immediately disconnect the call. The member was provided a Notice of Right to Cure Default on January 2, 2023 when the loan was still due for the December 2, 2022 payment. The vehicle was ordered for repossession on February 6, 2023 when the loan remained due for December 2, 2022 and there was no response to our Right to Cure letter. The credit union and its repossession company abided by all state and local rules regarding self-help repossessions to recover the vehicle. During our first conversation with this member on February 9, 2023, we advised that we would be requiring the loan be paid in full due to nonpayment and lack of communication. The same day, the member presented a cashier’s check with a relative listed as the remitter, and the credit union immediately notified the repossession company the vehicle could be released, pending payment of repossession fees, which the member agreed to pay as part of the Retail Installment Contract and Security Agreement. The credit union does not base repossession actions on a balance vs. value comparison and does not unjustly benefit from selling a vehicle for more than what is owed, as the surplus proceeds would be returned the member. The credit union also abides by the Fair Credit Reporting Act and provides fair and accurate account information to credit agencies.

  Customer response

  02/10/2023

  Complaint: ********
  
  I am rejecting this response because: No notifications were ever sent to me, no phone calls were ever received & hung up on. I work & live alone so no one is here to hang up on anyone & it's my home number listed on the account. If someone was getting hung up on, they were NOT calling me. Nothing was received in the mail & I was never told my car was being reposessed for lack of communication. I was told to pay my loan in full. That's it. It also came to my attention today that **** ****** at their office has done some very bad dealings to a lot of people & his name is all over my incident as well although **** is the one I spoke to before paying off my loan REGARDLESS of the name on the check from the bank. I happen to be able to draw on my parent's account, not that it should be any concern to this issue. It was mentioned I got behind but it was also mentioned I caught up. NO late fees were posted on my account that I ever saw. I always at least made some type of payment in good faith & even called to try to make arrangements at one point but NO ONE would work with me. I have heard from countless other people, with stories so similar to mine, that **** ****** has unfairly & prematurely called loans. As I stated before, the girl at my location even apologized to me & said it should not have happened. The problem is not with the customers. We do our best in making payments & try to work with the credit union when a rough patch comes along. **** is a predator & makes sure no one can. He gets joy out of doing this to people.
  
  
  
  Sincerely,
  
  ****** *******

  

  Business response

  02/14/2023

  The credit union uses the contact information that has been provided by its members to mail letters and make phone calls. All late notices were sent to the address provided by this member, the same address on all of the loan documentation, and the same address that the vehicle was recovered from. The credit union does everything in its power to ensure delinquency letters are sent in a timely manner, relying on the **** to ensure they are delivered to the intended party. The credit union does not have the ability to confirm whether a letter is received or opened by its members. In addition to mailed letters, this member also signed up for e-statements, which the member is notified of the availability of their statement at the email address provided by the member, which include the due date, past due amount, and account activity for that month, including late fees being charged. The credit union made multiple phone calls to the home phone number provided leading up to the repossession, the same number the member’s call came from on 2/9/2023, and it has been confirmed through call recordings that the line becomes active briefly but is then disconnected after a few seconds. There are no verifiable attempts by the member to have a discussion with the collections department regarding arrangements.
  In regards to **** ******, this is not an employee of First Community Credit Union and he does not have an influence on how we service or collect on our loans.

  Customer response

  02/15/2023

  Complaint: ********
  
  I am rejecting this response because: My sent email records show that on 12/23/21 I contacted First Community about getting help with my account & was told no by ****** *******. I also have to make a correction on a name, it should be **** ******. It was initially given to me incorrectly. My car was taken in the wee hours of the morning. I received a letter in the mail dated for the exact same day my car was taken which means it was sent that SAME day & you had NO PLAN on me getting my car back because that letter told me you were planning to SELL MY CAR AND you were APPLYING FOR A REPOSSESSED TITLE! That completely explains why when the teller called to notify the main branch that I was there to pay off the loan, the person on the other end was so aggravated about it. I ruined an opportunity for them. By the way, **** ****** & **** ****** are the ones in that collection department & they are the ones behind all of the problems that I'm hearing about when people, including myself, speak ill of this company. They begin a process in collections & the company sees it through. Apparently with no questions asked & with reckless abandon. It's my understanding that ***** ***** is **** & ****'s manager. Another person that **** has tried to get over on, under the cloak of this company, has reached out to ***** on his own accord about his own situation. All I want is this unjust repossession to not be on my credit report because I DID try to do things right, First Community did not do everything they could have. I also want the tow fee of $490 reimbursed because this whole event never should have happened. Any company that has 1 star & an A+ rating has a lot to answer for. Considering I know for a fact those ratings can be bought. Companies do it everyday so this one would not be the first.
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The credit union change electronic payment platform and now I have 6 ******** where the money was transferred buy payment was not made. I have missed payment on 6 bills and the system cannot tell me the current status of the payment. I do not want to make a double payment. This is affecting my credit score. When I call the backlog is ***** and I cannot get a return call. When I do get a call back, they cannot tell me anything or where my money is at this time. I have asked for a supervisor to call me and no one has. There is over $2000 worth of payment lost by their system and no one can tell me where my money is or the status of the payment. I would like a call from a supervisor and all of my payment processed.

  

  Business response

  02/08/2023

  I contacted the member. I went over everything that he wanted to talk about and offered solutions as well as offered to stay on the phone as we worked together to correct any payment issues. I offered to personally contact any of his payees that are missing payments to ensure his credit is not impacted.  He informed me that he has all of the information that he needs to move forward with this service if he so chooses.

  Customer response

  02/09/2023

  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.

  The issue being there is nothing I can do. They are a bank. There is no recourse for them.  All they can do is say we are sorry and say they will do better.  

  They can jeopardize their members credit and pay not penalty.   

  
  Sincerely,
  
  ***********************

*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. ↩