ComplaintsforFort Liberty Federal Credit Union

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband, a Vietnam Vet, had an account here since the 1980's. He passed away this past January (2024). I reached out via telephone to Ft Liberty to close the account and transfer the monies out, spoke to cust service, who informed me I needed to email the death certificate, my identification, and a letter from Probate Court stating I am the Administer of the Estate. I emailed what I had, thinking my husband's Will would suffice, as it perfectly stated I was the Administer of the estate, and I did not have to probate the will. I waited a week to hear back, nothing, so I telephoned back. ***************** at first, stated never received the email, so I resent the same email while we were on the phone. She was rude to me and told me that's NOT what she told me she needed, and I need to get a Probate lawyer for the (1) piece of paper SHE needed, and informed me that even if I get that notice, My husband's account would need to stay open for (1) year, I would need to open another account, and PROVE to Ft Liberty I was using the money for bills for my husband. I met with my attorney, who ALSO called Ft Liberty, speaking with same person. She was just as nasty with my attorney, stated they did not have a legal department, would not give him any information, but would pass HIS information to SR ** T****ie, and she would be in touch with him within 48 business hours. As of this writing, that was 3 WEEKS ago. My attorney has left multiple messages to cust service, no avail. There is no contact information other than the (1) phone number. I simply want to close out my husband's account, transfer his money out, and never be in contact with Ft Liberty (***************) again. It is a sad state of America when widows of Veterans are treated with such disrespect, no compassion, and total disregard from a Federal Credit Union serving military families! Ft Liberty needs to make this right, and issue the monies in the account to me, his widow, close the account and part ways.

  Business response

  04/30/2024

  Dear *****************,
  
  We want to thank you for contacting us at Fort Liberty Federal Credit Union regarding your account. We know that you are concerned about the closure of your husband's account, and we want you to know that we are fully dedicated to resolving this issue. To close your husband's account, we need the Death Certificate and Letter of Administration. Once we have it, we will take immediate action to close the account and provide you with any assistance you may require. 

  We understand that this process may have caused you some inconvenience, and we apologize for that. However, we would like to assure you that your satisfaction is our top priority. We appreciate your patience and understanding in this matter and would like to remind you that we are always here to help. If you have any further questions or concerns, please do not hesitate to contact me.

  Thanks

  ***********************

  SVP Member Services

  Fort Liberty FCU

  Customer response

  05/01/2024

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

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of dispute January 19th and current. ************************* ext 8316 continues to avoids my phone calls and questions. March 14 Spoke with ********************************* ext 7556 was told after she spoke with ************************* that they were trying to figure how to credit me the funds that was removed from my account. Week of March 25 I spoke to *************************, I explained to her that I needed my money and her response to me was I understand its only been a couple of weeks, I said no maam its been 3 months. She rushes me off the phone.

  Business response

  04/30/2024

  Dear recipient,
  
  We are pleased to inform you that Fort Liberty FCU has successfully concluded its investigation and has reached out to ************** regarding this matter. We would like to assure you that this case has been thoroughly examined and has been resolved in a satisfactory manner. We appreciate your patience and understanding throughout this process.
  
  Thank you for your trust in Fort Liberty FCU. We remain committed to providing exceptional service and support to all our valued members.
  
  Sincerely,

  ***********************

  SVP Member Services

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This Credit Union is my lender for my Auto loan. I have to every 4-5 months prove that I have insurance on my vehicle because of a glitch in the 3rd party companies system that they use to verify insurance to date they have charged me ***** dollars in insurance and currently they owe me 4500 dollars that they are making me jump through hoops to get. I traded my vehicle in on 19 Feb 24 and bought a new vehicle which I financed with a different company because of this. On 20 Feb they added a 4500 dollar insurance policy to my account. This is fraud and not my responsibility to prove every month. You can't just charge people without calling people to verify the legitimacy. I've requested to speak with upper management and have been refused on numerous occasions.

  Business response

  02/27/2024

  Thank you so much for bringing this situation to our attention. At Fort Liberty Federal Credit Union, we do have a collateral protection insurance process. I appreciate your feedback as to how this impacted you directly. For the privacy of our members we will not disclose account related information. It was a pleasure to speak with you today to put a resolution in place. If you need any additional assistance, please do not hesitate to reach out to me directly. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was placed into repossession and I was forced to pay an absurd fee of over a quarter of my loan amount thats remaining just to get my property back. Now I am being harassed with text messages from random numbers and my loan payments are up to current.

  Business response

  01/22/2024

  Thank you for the feedback provided. Fort Liberty Federal Credit Union does not communicate with our members via text message regarding account specific matters. Please feel free to contact me directly with any questions or concerns. I will be more than happy to work directly with you toward a resolution.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to apply for ******** for my mother since the 13th of September and have been talking to a VP and I have been told that they are working on it everyday. I have a deadline of yesterday to get everything turned in for my mother. Today I finally got them to transfer the money out of my mothers account. My mother is in a nursing home and ******** pending. Since she is ******** pending I have to either get everything submitted or pay out of pocket. It is $11000 a month for her to be at the nursing home. I am very frustrated with this entire process.

  Business response

  10/17/2023

  October 17, 2023
  

  ***************************
  5644 **********
  ******************, **, 32925-2917
  
  Dear **************, 

  Thank you for contacting Fort Liberty FCU regarding your mothers account. We value your feedback and are grateful you took the time to contact us regarding your experience. On September 29, 2023, your request was processed and completed. We appreciate your business and apologize for any inconvenience this may have caused.    
  

  Sincerely,
  
  ***********************
  VP Sales and Services
  *********************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had constant issues with thus bank since I opened my account the first few months were fine and then almost over night things began spiraling down. I started getting constant over draft fees and when I finally started taking screen shots of my bank statement I started finding discrepancies in my account. It turns out the app will show you all of your purchases but not all of them are taken out of your funds available estimate so you think you have 250 but you actually only have 200 or 190 and then when evey thing process you end up negative. So I called and asked about this and I was told thats why you need to mange your finances and that just because it's shown in pending doesn't mean it's subtracted from funds available as shown above or with the others that already had been subtracted even though still pending. At this point in time I now have to screen shot my statement and add and subtract everything on my own to get my true funds available that worked for the most part but I don't always have time to do it and sure enough I will get hit again but not only that, I am putting so much effort into just knowing my balance I begin to forget stuff and now I am constantly caught off guard by auto payments which is where most of my Over drafts come from these days. Which leads us too what happened today, yesterday I checked my account around lunch realized my streaming accounts hadn't taken out yet so I sent a friend $7. About 3:50pm EST I looked at my phone saw my streaming accounts took there funds and left over drafted 2x. I shrugged if off knowing I gambled and I lost. Later that evening I realized I was given another over draft fee I checked my account saw nothing else came out so I decided to call in the morning knowing bank was already closed. I checked my account this morning seeing the fee was still there I called to get a refunded just to have someone yell at me I am wrong and need to mange my finances better even though my bank statement shows other

  Business response

  10/25/2023

   

  *************************
  *********************************************************************
  
  Dear ****************,

  Thank you for contacting Fort Liberty FCU regarding your account. We value your feedback and are grateful you took the time to contact us regarding your experience. 
  We are committed to providing excellent member service and look forward to working with you on a resolution. We believe the issue resulted from you using your debit card as credit transactions for your purchases.
  -Debit transactions using your PIN are completed online in real time, while credit transactions using your signature are completed offline.
  -Debit cards are linked to a bank account and draw directly from those funds, while credit cards do not draw any money immediately and are processed through a credit processing network.
  
  Going forward, we suggest that you use your debit card transactions as Pin-based therefore transactions are posted to your account online in real time, and you will be able to view your accurate balance when using your mobile app. As a courtesy, we have provided credit to the members account regarding overdraft fees. We appreciate your business and apologize for any inconvenience this may have caused.     
  Thank you for your understanding and continued loyalty to Fort Liberty FCU. If we can be of further assistance, please do not hesitate to contact us at *********************.
  
  Sincerely,

  
  ***********************
  VP Sales and Service

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Phone was compromised by an online website , filed a dispute with the bank they approved half the transactions but denied the remaining and made account negative , reached out to see my options spoke with VP ***** was questioned about MY income like I was a criminal , no help at all wasnt offered a payment plan or nothing YET my phone was hacked and have proof of it .

  Business response

  07/14/2023

  Dear ****************

  
  Thank you for contacting ************ FCU regarding your account balance and letting us know your account was compromised. We value your feedback and are grateful you took the time to contact us regarding your experience. We are committed to providing excellent member service and look forward to working with you on a resolution. Can you please give me a call or *************************, VP of Lending and Collection *************) at your earliest convenience to discuss arrangements of how we can assist you. Also, weve made several attempts to contact you to discuss arrangements. So, please give us a call. We appreciate your business and apologize for any inconvenience this may have caused.    

  Sincerely,
  ***********************
  VP Sales and Services
  *********************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This account is inaccurate under 15 U.S.C. ****g validation of debt. FORT BRAGG FCU has been reporting inaccurate and incomplete account information to my credit file. In addition, while the collector attempted to collect a debt that is not mine, they broke 15 U.S. Code ****k - Civil liability. I am maintaining a careful record of my communications with you for the purpose of filing a complaint to the *** if the non-compliance continues. Like, Wenger ** Trans Union Corp., No. 95-6445 (C.D.Cal. No** 14,1995), FORT BRAGG FCU may be liable for your willful non-compliance. Also, in ****** ** ******************* Services LLC (D. Ariz. 2018), FORT BRAGG FCU may be liable for false reporting. Credit reporting laws ensure that bureaus report only 100% accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be reinvestigated. I respectfully request to be provided proof of this alleged item, specifically the original application, contract, note, other instrument bearing my signature and payment history.Under 15 U.S. Code ****d - Disclosure of investigative consumer reports; you are in violation. I have attached the definition so you can see the violation! (a)Disclosure of fact of preparation A person may not procure or cause to be prepared an investigative consumer report on any consumer unless(1)it is clearly and accurately disclosed to the consumer that an investigative consumer report including information as to his character, general reputation, personal characteristics, and mode of living, whichever are applicable, may be made, and such disclosure (A) is made in a writing mailed, or otherwise delivered, to the consumer, not later than three days after the date on which the report was first requested

  Business response

  03/30/2023

  Fort Bragg Federal Credit Union is in receipt of the above-mentioned case number filed with the Better Business Bureau.
  
  On October 13, 2022, the credit union responded to Better Business Bureau case number ********. Along with our response letter, loan documentation was provided via **** to the address we have on file. Per your request, we will resend the October response with the loan documentation.
  
  It is apparent that based on the information provided to us via case number ********, we do not have your current address for our records. Please contact us directly to update your account.
  
  Please feel free to contact Fort Bragg Federal Credit Union directly with any additional questions at ************.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Let me start by saying I was a member of this bank until my ex husband , removed me off an account and this made me no longer a member . Not even sure how that's possible . So I utilize the bank monthly to cash a child support check he pays me from the facility. I went to the location on ******* rd on 2/2 and was turned away because they do not have enough staffing and because I am no longer a member , again not by choice I am told they cannot cash my check because their lobby is closed so I will have to go to another location. I drive 25 minutes away to the location on ***** . I arrive at the branch at exactly 4:30. I am called up immediately upon my arrival and the teller asks have I cashed a check there previously in which I have several times . She advises me she cannot locate my account which I found odd to begin with because I've went to this specific branch and cashed checks within the last few months. I advise her it may be due to a change in my last name because I recently remarried . She find my old profile and tells me I need to provide proof of name change . I advise wasn't sure why I needed to do this when again they are no longer my bank and I am just trying to cash the check with a valid id like I've been doing . She tells me she will go discuss with manager and asks do I have a Id showing proof of former name . I go to the car and get my drivers license with my former name which is still valid and not expired . She comes back and tells me manager advised her how to do it and she is good to go . So then she makes me a new profile with my updated last name. Then at 4:57 she asks do I have another form of id with my new married name. I advised her again I recently changed my name and I only have the one Id with me and again remind her that I've been in her branch with same id and cashed a check recently . She advises me there is nothing she could do . I ask to speak with branch manager who already had approved for everything to be good to go in which she goes in the office and comes back out and tells me that she cannot help me . I asked could I wait for her and she tells me they are closed mind you there is still a line. The branch manager comes around the corner and I was advised at this point it didn't matter she was still busy. I then ask for a number to make a complaint and she provides me with the branch number . So not only was it already approved by this manager and I had a valid id they pretty much had nothing to do with me . This is unacceptable treatment and I'm still trying to even wrap my head around how I am no longer a member because my ex and I aren't together .

  Business response

  03/14/2023

  Thank you for contacting us regarding your complaint. We value your feedback and are grateful you took the time to contact us regarding your experience. I have called twice and left voice messages, and I'm sure you have been busy. This issue has been addressed with our branch managers, and I have given proper instructions on how to handle this issue in the future. If you have any questions, please give me a call at ************. We appreciate your business and apologize for any inconvenience this may have caused. 

  ***********************

  Vice President of Sales and Service

  ************

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am very much concern about the security of my personal credit file and with this being said, IT CLEARLY SHOWS THAT YOU VIOLATED MY RIGHTS AS A CONSUMER under Fair Debt Collection Practices Act.I have fully investigated my rights in this matter. UNDER 15 U.S. CODE 1681S-2 - Responsibilities of furnishers of information to consumer reporting agencies you are prohibited to report this account:As a form of goodwill, I will give you again ten (10) days to CURE, DELETE, CORRECT my consumer report. Failure to do so, I reserve the right to *** your company for violations of my consumer rights as indicated under both the ***** and the ***** I may also seek damages from you if warranted.

  Business response

  12/19/2022

  I received notification from the Better Business Bureau regarding your inquiry (case information listed above).
  
  Fort Bragg Federal Credit Union responded to BBB Case Numbers ******** & ******** in a timely manner with an official response. I have attached both responses to the new case number outlined above.
  
  Fort Bragg Federal Credit Union recommends seeking information directly from TransUnion, ******************* individually regarding data that was supplied directly to them. Below is the direct contact information for each of the agencies:
  
  TransUnion Experian Equifax
  www.transunion.com www.experian.com www.equifax.com
  ************** ************** **************
  
  
  Thank you very much for your inquiry.
  
  
  RESPONSE #1
  
  I received notification from the Better Business Bureau regarding your inquiry (case information listed above). Furthermore, I received the supplemental documentation attached to the case. The letter to Fort Bragg Federal Credit Union was dated August 12, 2022 and it outlined your concern regarding information you obtained from what appears to be a tri-merge third party report representing data supplied by the three major credit reporting agencies (TransUnion, *******************). The inquiry discusses your delinquent status for the month of **** 2022 and the reporting of such.
  
  I personally have conducted the reinvestigation you requested in your inquiry. Below is a timeline of events and an explanation as to the delinquent status of your loan for **** 2022.
  
  Payment made on May 16, 2022 for $673.89 (next due for ****)
  Payment made on **** 8, 2022 for $673.89 (next due for July)
  Reversal of payment (6/8) on **** 14, 2022 due to NSF for $673.89 (next due for ****)
  Payment made on **** 14, 2022 for $673.89 (next due for July)
  Payment made on **** 20, 2022 for $673.89 (next due for August)
  Reversal of payment (6/14) on **** 23, 2022 due to NSF for $673.89 (next due for July)
  Reversal of payment (6/20) on **** 27, 2022 due to NSF for $673.89 (next due for ****)
  Payment made on July 27, 2022 for $1,300.00 (next due for July $47.78)
  
  The **** payment (due **** 16th) was not successfully satisfied until July 27th. This is over 30 days past due.
  
  On a monthly basis, Fort Bragg Federal Credit Union remits a file with all our reportable data to each of the three agencies listed above. Under the Fair Credit Reporting Act, our obligation is to ensure the accuracy of the data that we transmit to the credit reporting agencies. It has been concluded that the data sent to the credit reporting agencies in this case was accurate showing the 30-day delinquency.
  
  The screen shot that was attached to the letter in the inquiry shows apparent data from each of the agencies that appears to be aggregated by an outside source. Fort Bragg Federal Credit Union is not responsible for data that is placed for review by third parties. Furthermore, we are not responsible for the form in which data is presented to consumers by each of the agencies. We are responsible to transmit data accurately, which we have done.
  
  Fort Bragg Federal Credit Union recommends seeking information directly from TransUnion, ******************* individually regarding data that was supplied directly to them. Below is the direct contact information for each of the agencies:
  
  
  
  
  TransUnion
  www.transunion.com
  **************
  
  Experian
  www.experian.com
  **************
  
  Equifax
  www.equifax.com
  **************
  
  Thank you very much for your inquiry.
  
  
  RESPONSE #2
  
  I received notification from the Better Business Bureau regarding your inquiry (case information listed above).
  
  Fort Bragg Federal Credit Union responded to BBB Case Number ******** in a timely manner with an official response. The letter outlined the information that was inquired about in the case. Fort Bragg Federal Credit Union also advised that, we are not responsible for the form in which data is presented to consumers by each of the agencies or data furnishers that aggregate data for consumers. We are responsible to transmit accurate data, which we have done. Please see the official response to BBB Case Number ********.
  
  On a monthly basis, Fort Bragg Federal Credit Union remits a file with all our reportable data to each of the three major credit reporting agencies. Under the Fair Credit Reporting Act, our obligation is to ensure the accuracy of the data that we transmit to the agencies.
  
  Fort Bragg Federal Credit Union recommends seeking information directly from TransUnion, ******************* individually regarding data that was supplied directly to them as we are not responsible for. Below is the direct contact information for each of the agencies:
  
  TransUnionExperianEquifax
  www.transunion.com www.experian.comwww.equifax.com
  ******************************************
  
  
  Thank you very much for your inquiry.
  

*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. ↩