ComplaintsforLighthouse Federal Credit Union

• Initial Complaint

  09/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged an insufficient funds fee of $32.00 by the bank multiple times when it places a hold on funds I deposit and when it registers debits to my account before credits. That is, it doesn't recognize my banking deposits as quickly as it does the debits to my account - even when my transactions are in person in the bank lobby or with the drive through Teller and even when i ask that any possible hold on my funds be removed and they be made available for incoming debits to my account. I am charged insufficient funds fees every chance the bank gets. I have been told by the bank service team that it is the banks policy to hold funds, and when requested to only remove two insuff funds fees in a given calendar year if some potential mistake has been made. The bank is happy to offer me other services to keep my account from overdraft, but much of the issue is from policies and practices of the bank and its online system.

  Business response

  10/02/2023

  Good afternoon,
  
  On 9/29/23 we received a formal complaint by this member for a fee being assessed to his account. The reason the fee was assessed is for insufficient funds. With this being his business account, the member has weekly payroll processed on Fridays through an ACH service. When these files come in, they can be processed any time on the date scheduled.
  
  This member did not have the funds available in the account for his payroll, which was processed around 7:45AM. At 9:00AM, when our branches opened, Mr. ********** arrived to try and deposit the funds, before his payroll was processed. The teller he spoke with did not see the fee and advised the member that he was all set.
  
  When the member returned home, he noticed the fee through his online banking and called our member care center. The agent he spoke with explained why the fee was assessed, but also advised him she would make sure it was refunded, as the funds were clearly available after his deposit that morning. The member did mention on the call that he would be filing a complaint with the BBB, at which point, the agent he was speaking with submitted a member concern with our Elevated Care Team, who handles and documents all member complaints and concerns.
  
  A member of our Elevated Care Team then reached out to the member after researching the account, phone call and previous interactions with our member. They found that the root of the issue was more so the check holds being placed on the members remotely deposited checks. Policy does state that two business days are the usual hold time for any remotely deposited check (either through the online app or ATM) and $500.00 is released immediately.
  
  The member and our Elevated Care representative discussed multiple options for avoiding these fee’s, such as overdraft protection, FI to FI (financial institution) digital transfers and more timely deposits. The member did not find any of these additional options as helpful and continued to state he would be looking into other institutions to move his business account to. The elevated care representative did refund all his fees from the month of September as a courtesy and let him know that his complaint was being logged and would also be reviewed by our executive team in their quarterly meeting.
  
  The call was cordial, and the member stated that he has had nothing but top-notch service with any of our personnel but felt our 2-day holds were affecting his ability to keep those funds available for his payroll and our automated system could be improved. 

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I did a withdrawal of $400.00 out of ATM machine on Main Street Concord NH Northeast Credit Union from my account ********* ****** account. The came out and I left it there to look for another card to deposit my $400.00 into my Northeast Credit Union account. The ATM... just suck my money back into the machine and message on screen says, the allowed time to take money was up and I would need to contact financial services. I WENT RIGHT INTO THE CREDIT UNION, which the ATM machine is outside there door and reported it to the representative, which took all the information and said , ATM is not part of the Credit Union, I would have to wait until they do an audit and see it belongs to me and put it in my acc I account. SEAN was his name. He entered all my information. This all happened, May 6th 2023. I have called them, several times and I still have not received my money. Today I receive a message I need to contact my ********* ****** and have them look into it. They stole my money. Please as a priority get them to get me my money back. I am cannot afford to loose $400.00 ??. This was a truck payment now my payment is late and they are calling for their payment. Stressful. I do not have another $400.00 to pay it. Please contact them and request this money be put in my account immediately. I HAVE ATTACHED MY WITHDRAWAL RECEIPT FROM ********* ****** ACCOUNT AND MY WITHDRAWAL FROM NECU $400.00. This has to show in that ATM an extra $400.00 when they do the Audit. Sean M******** the Credit Union Rep. Said they have no idea when the audit will be done. I called last Wednesday and the rep said they pick up money on Thursday so I should get it in my account probably Friday. He called the Concord Branch manager and was told that. Please ?? just want my money.

  Business response

  05/17/2023

  To whom it may concern,

  Per our conversation on Tuesday May 16th, we have reviewed the account and we discussed your concern and the next steps necessary to get your funds back. You have been provided with a direct number if you need any further assistance with this matter. 

  Sincerely,

  Brandi S**** 

  Elevated Care Specialist

• Initial Complaint

  12/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a car loan through NECU. When I signed up, I had asked for the insurance waiver, as I knew something could happen as I had some minor health problems. I've had issues for the past year and continually get told someone will reach out to me in regards to the missing insurance waiver, yet no one ever does. I was told by the person I spoke with that I'd be getting the waiver, but it seems it was never applied. I would never get a loan without it, as you can see from my loan history. I want the waiver instated.

  Business response

  12/13/2022

  Hello, 

  Northeast Credit Union has reviewed this members complaint and their account / loan records. We have found that the member did not opt in for the additional coverages they are referencing. Member did get Warranty and GAP on vehicle however did not opt to receive the life or disability on the loan. Additionally there are several calls from the Payment Resolution Department to the member and vice versa, all calls were reviewed from August - Present and several were voicemails being left. No call recordings referenced the promise of a "waiver" being sent. 

  For security reasons we suggest you call us at 888-436-1847 for additional details on this research so that you can be fully verified by one of our reps. Thank you.

  Sincerely,

  Northeast Credit Union

• Initial Complaint

  11/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have relied on telephone banking, using my landline phone, for quite a few years. It is especially important to me to use this option to pay off any loan/VISA balance as needed. Unfortunately, as the credit bureaus go unchecked in their power, and all manner of businesses use credit ratings in unethical ways, keeping my balance paid so as to be able to get the best rates of auto and home insurance is especially important to me, and other lower income citizens, so we may keep our hard earned high credit scores! This week, WITHOUT ANY NOTICE, not by the USPS mail system, or landline phone call, or related voice mail, or even email, NECU saw fit to disable my ability to transfer money or pay off a credit card balance via the telephone banking system, and they took away the customers' ability to speak to a NECU employee over the phone, substituting instead some third party caller center in some unknown state, or perhaps an unknown country? While the call center employee was able to transfer money from my checking account to cover the VISA balance, she, and her supervisor, were unable to find a reason for the disruption in my ability to perform the same transaction via telephone banking. The call center employee said that the supervisor would inform someone of the problem. That was approximately 24 hours ago, and I have heard NOTHING from NECU, and I am still unable, once in the telephone banking system, to transfer money. THIS IS UNACCEPTABLE AND UNETHICAL. Once I am able to travel to the nearest branch, I will be at a teller station asking questions. I hope that NECU will make an effort to contact me NOW and fix this situation.

  Business response

  11/18/2022

  Good Morning *****, Thank you for reaching out. Northeast Credit Union did experience an issue with our Telephone Banking, and the ability to make transfers was temporarily unavailable to all members. We worked with our Vendor to get this corrected as quickly as possible and as of 3:45pm last night (11/17/2022) the feature is back up and running. I did call and left you a voicemail with all that information as well.  We are sorry for the inconvenience you experienced due to this issue. If you have any additional questions or concerns please give us a call at 888-436-1847.

  Sincerely,

  Northeast Credit Union Member Services

  Customer response

  11/21/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18416846, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am filing a complaint against Northeast Credit Union for fraudulent transactions. On 10/3/2022 I was charged a $32 fee for "Insufficient funds" on a $20 transaction. Upon looking at the transactions I had more than the $20 in my account. After getting this $32 fee they took out a transaction for Roku on 10/3/2022 for $14.99 that I have called them about on two separate occasions telling them to block the transaction because it was fraudulent resulting in the account to go negative which then resulted in them charging me another $32 fee. On 10/6/2022 I was charged another $20 from Smart Pay because they didn't pay the initial transaction like they said they had which resulted in a $25 fee from Smart Pay because of a bounced transaction. I want a resolution to this. I have called them twice over this, and messaged them on their secure message board twice and they are giving me the run around.

  Customer response

  10/06/2022

  The address to our bank is 694 Columbus Ave, Rochester, NH 03867 

  Address to corporate for that bank is PO Box 1240
  Portsmouth, NH
  03802-1240

  Business response

  10/12/2022

  To whom it may concern, 
  
  I have reviewed this complaint and account. The request for a refund was completed in the amount of $64.00 on 10/06/2022, an additional refund in the amount of $64.00 was completed on 10/07/2022 thus refunding the four $32.00 fees charged for insufficient funds. Additionally the two charges from Roku in the amount of $14.99 were refunded on 10/05/2022 and 10/06/2022. Upon review of the account, it was determined that the balance was not sufficient to cover the $20.00 transaction that was attempted on 10/03, resulting in the first $32.00 charge for insufficient funds. 
  
  We have attempted to reach you at the number provided as well as via secure message. If you have further questions or concerns please reach out to Kaitlyn S******** at 603-559-1619 or message us via the secure online banking portal. 
  
  Sincerely, 
  
  Kaitlyn S********
  
  Contact Center Operations Manager

  Customer response

  10/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18175969, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Northeast Credit Union and do not have a contract with convergent. They do not provide me with the original application like I asked.

  Business response

  08/10/2022

  Good Morning, 

  Northeast Credit Union is actively working on getting in touch with this member. She is aware, unfortunately she and the manager assisting her have missed each others calls. *******, please call Kaitlyn at 603-559-1619.

  Thank you 

  Laura 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 3 accounts with NECU. They are in the middle of an Upgrade of their systems. The information stated that "Any new transfers as of 8/4 will not go through". I processed a transfer on 8/3 to go from 1 checking (Basic) to the Other (Bills) of $1300 for 8/4. The transfer never went through. The bank is now charging me $32 for 9 different transaction a total of $232. but that is not all now each one of these are charging me a different fee on top of that for bills not being paid I have a total of $285 in fees from my vendors. I wish that was all. I was away in another state doing school shopping this weekend. I received a call from the Fraud department. They asked me 3 questions to verify my transactions. I did that they said you are all set and your card is now released. We started to school shop and the 3rd store my card was declined. Now I have NO access to my card. The bank is NOT allowing you to transfer your own money while they do their upgrade so I cannot used my other card. So I am stranded 4.5 hours from home with no money no bank card or anything with my child. i called the bank today and explained that I need my cards turned back on so I can go to the food store as my daughter needs to need. They stated that someone will call me back in 24 - 48 hours. Are you telling me I have NO access to my money for 24 - 48 hours? This is not ok . I would like a refund of ALL fees totaling $573 PLUS my bank cards released!

  Business response

  08/10/2022

  Good Morning, 

  This member has been taken care of. If you have any additional questions please call us at 888-436-1847.

  Thank you,

  Laura

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Went to open a Account on July 19th was told I needed to pay off two other banks. I have paid off both banks already. Bank of America and citizens Bank. I faxed the Citizens one over to the Dover Branch fax number 603-749.9670. Bank of America faxed them a sheet also to the same fax number. I was also told by Muhammad K*** At the ***** branch that once that was done I could open a account. I have been getting the run around for over a week. with no updated info. This is not very good business practice.

  Business response

  07/25/2022

  Hello,

  We are actively working with the Dover Branch Manager regarding your complaint. We will update our reply to your complaint once we have reached a conclusion.

  Thank you,

   Member Services

  Customer response

  07/25/2022

   
  Better Business Bureau:
  
  I will be waiting for a better response from the business before I accept anything.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use this bank as my primary bank. I have filed for bankruptcy but am not looking to dissolve anything through this bank who holds my car title and a credit card. Upon learning of my bankruptcy, they took away my right to use online banking and telebanking. This has rendered me almost unable to do my banking. I have a learning disability and need these services. I also do not get paid a consistent amount ever week so it is pertinent I check my balance. I was told I would have to wait to speak with someone to do a balance inquiry. The last call I made I waited for 45 minutes to talk with someone.

  Business response

  07/20/2022

  Good Morning, 

  Thank you for reaching out. We are actively working to research your complaint and to find a resolution. We will reach out to you directly. In the mean tine if you need a status update please call Scott A****** at 603-559-1731 or Laura H******* at 603-610-0051.

  Thank you, 

  Northeast Credit Union

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a car loan through this credit union which I paid off on 5/15/22. I was informed that any overpayment would be issued back to me in the form of a check. I received a letter from the bank that they instead opened and deposited the overpayment in a savings account. I called the bank on 5/30 to ask about closing the account and they suggested i do a bank to bank transfer instead. I set this up and attempted to complete this on 6/1, and noted on 6/2 the bank did this, but charged a 3$ fee (which was not disclosed), and then a 32$ overdraft fee as the 3$fee put me over my account available balance. I want to close this account as I never discussed opening a savings account with them, and want my over payment money refunded.

  Business response

  06/06/2022

  To whom it may concern, 

  I have reviewed this complaint and the account. The request for refund and the request to close the account were both processed by an NECU representative on 6/2/2022. I called the member and left a voicemail with my direct contact information should they have any additional questions. In regard to the savings account, the share savings was opened when the loan was opened. The member signed the membership application on 5/3/2022 as this is a part of the requirements to have a loan with NECU.

  Sincerely, 

  Laura H*******

  Member Experience Specialist

  Customer response

  06/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17316252, and find that this resolution is satisfactory to me.
  
  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. ↩