ComplaintsforDirections Credit Union

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve had a car loan through DCU for a couple years. Have NEVER been late or missed a payment. Being a single mom I got into credit card debt. I filed credit card bankruptcy. My attorneys mailed me the reaffirmation agreements to sign so I could keep my car and my house. I signed and mailed everything back in May 2024. In July 2024 DCU repossessed my car, even though I was current on payments (just paid two weeks early on recent payment). They said they never received the agreement so they repossessed my car. About a week after my car was repossessed the paperwork for the reaffirmation agreement for my car and house showed up back in my mailbox with return to sender. I contacted DCU and asked since I had the paperwork and it was dated for May (before my discharge) if I could get my car back. They refused and sent it to auction. You would think someone being current and never being late or missing a payment would get to keep their car. My mortgage company stated that they wouldn’t take my house as long as I’m current and stay current but directions refused to do the same. Very disappointing after paying for years on time $7,582 and then paying weeks early when I could of used the extra $294 car payment for July on the rental I had to rent to get back and forth to work.

  

  Business response

  09/05/2024

  Following up on the complaint. Our Collection department became involved in February after receiving Bankruptcy information about the member. We sent out the appropriate reaffirmation paperwork on 2/28/24. We sent a reminder to file on 4/1/24. After not receiving reaffirmation paperwork we took next steps. Please reach out to your attorney to discuss why they did not send the paperwork to us by the deadline. We always want to work with members and help them better themselves. Unfortunately, we were unable to help in this situation due to a lack of communication from the member's side/council. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have received harassing calls from their collections department even though I am not in default threatening to repossess my car without being over 30 days late. I have filed a complaint with the main office about this person, they have not responded or tried to resolve the issue. I have asked for clarification on their rules for repossession and have been refused this information and was told they’ll contact their lawyer. This is harassment and inappropriate behavior for a business, clients mental well being and rights need to be taken into consideration. I am requesting that is complaint be acknowledged and rectified by the owner and that I am not longer harassed by this staff member.

  

  Business response

  05/16/2024

  Following up on the complaint. Our Collection department became involved after delinquencies on the account. The complainant is the co-borrower and should refer to the main borrower for more information. If we do not have the correct contact information on file please reach out. We do not wish for calls to go to the wrong place and would be happy to update your contact information.
  Ultimately, we desire to be accommodating for our members and provide a positive member experience. We apologize for the negative experience this member has had getting their account back on track and are working towards making this a permanent solution. Thank you for giving us the opportunity to make this right.

  Customer response

  05/16/2024

  
  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

  02/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I already typed everything in the above area. I am a victim of fraud I need that $687 back in my account & take the hold off of it so the Fraud Department can give me a risidual refund. I can not wait until next week...

  

  Business response

  03/18/2024

  We apologize that you are having to deal with this difficult situation. Experiencing fraud on one's account is scary and confusing. After reviewing the information, it looks like we were able to provide that provisional credit in time for the needed payments to be withdrawn. In the future we will work towards better explaining the process to avoid situations like this for members. Thank you for your feedback.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This has been an ongoing issue for months!!!! We have been just simply trying to change the date of when our car loan gets taken out and they have employees who do not know how to properly do their job in any way!!!! I even talked to an employee who could not find record of our car loan that we have had through them for a year and a half!!!! She hung up on after not even being mean and staying calm and I simply think its because she did not know what to do to help me further. We are constantly being told that someone failed to do something on their end for a very simple request!!!!! I am at the point where I want to switch our car loan to a different company even if that means paying more!!! I do not understand how this establishment is still in business! They do not have the slightest clue what they are doing!

  

  Business response

  02/06/2024

  Following up on the complaint. Our ********************* became involved when an interaction occurred with the members on 1/3/2024.  According to the members, they had gone into a branch back in November to change their due date on the indirect auto loan. The members payment is made via *** from another institution. The loan payment due date was ultimately changed from the 5th of the month to the 14th, however, the *** date was never changed/cancelled and updated to the new date so their funds kept trying to be withdrawn on the 5th. This resulted in a returned payment in December.  On 1/23/2024, our Collections *** followed up with our Global Payments and Disputes area to ensure the new paperwork was received. This was the 4th month in a row where the payment had been returned. The Collections *** was informed that the *** change request was denied because of invalid signatures so they took it upon themselves to follow up with the member and get things all set. As of 1/26/24 valid paperwork for the *** change was received. We are continuing to follow up to ensure this is updated correctly.

  Ultimately, we desire to be accommodating for our members and provide a positive member experience. We apologize for the negative experience this member has had getting their account back on track and are working towards making this a permanent solution. Thank you for giving us the opportunity to make this right.

   

   

• Initial Complaint

  08/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My Debit card was stolen out of locker at work. And it just so happens that whoever stole it also stole the paper with all of my passwords and pins on it. The person who stole it had a good time at my cost. They used the card at my work and also to withdraw 250.00 from my account. Causing me to be overdrawn and fees were charged to my account. After reporting and disputing the transactions I talked to the Lady in charge of my card. She told me because of my stupidity that the Insurance Company will not pay the 250.00 that was withdrawn from the ATM by whomever stole my card. And that she would personally make sure of that. And how could I be that stupid as to have my pin in my wallet that I should have it memorized in my head. Because of this I have been charged 83.00 in overdraft fees. And my account is overdrawn. And now Directions is calling from their collections department wanting money when I havent even gotten any news about the 250.00 that was withdrawn from my account

  

  Business response

  09/19/2023

  Thank you for your concerns.  Although we dispute the manner in which the information relayed, PIN numbers are issued to keep separate from the card to insure a card cannot be used fraudulently.  When a card is used with the PIN the processor denies any payment.

  Directions refunded three different NSF fees that were charged in this issue totaling $82.50.  If you have any further questions, we would be happy to resolve in person.  Please contact us directly.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have already filed a complaint again GooGoo Car Wash under International Cash Wash requesting a refund of $19.99 stating VISA was going to cancel all future transactions. Received a letter from VISA dated 8.4.2023 stating they do not have the ability to process my request. I contacted Directions Credit Union who also stated they do not have the ability to stop transactions from a merchant. They suggested I cancel the credit card that I have had for almost 30 years and apply for a new one. Now I'm wondering about the interest rates which have always been 9.99%. I'll bet the new card will have a new interest rate. Don't want a new card.

  

  Business response

  08/23/2023

  The member has been contacted by phone to clear any misunderstanding about the issue.  We believe the situation is resolved.

  Customer response

  08/25/2023

  
  Better Business Bureau:
  
  Thank you for your assistance.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Directions Credit Union has already contacted me with additional details on how to resolve my issue.  Again, thank you for your assistance. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Over past 6 months, Directions CU keeps making unauthorized transactions to my account. A family member set up the account, the tellers keep accidentally pulling up my account for family member and moving large amounts of money. This last transaction on 11/16 was over $2000. I feel my information and privacy violated. I called and spoke with multiple staff and managers and this keeps happening. Can someone ensure proper training and protection of my hard-earned funds? Ive called in and asked over 3 times, even connected to district manager (*****? Since *** wouldnt talk with me) Nobody has helped and just keeps reviewing my info wondering what is happening. Seems like a lot of people who do not know what they are doing and continually promising things to members without aid.

  

  Business response

  11/18/2022

  We are certainly concerned about the complaint - all funds are accounted for but I do see a recent transfer that was caught and corrected. I also apologize that numerous others were contacted without sufficient resolution.

  The original account appears to have been established when Mr. ******** was a minor, and a parent was listed as a joint owner.  The parent is still listed as an owner on the account.  We will contact the member with new account agreements and the issue should be resolved.

  Thank you -

• Initial Complaint

  03/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has frozen my account twice in 48 hours, with no explanation given. This occurs when I try to log into my account to look at my balance. During my online banking, I use a VPN, which I believe is why they are doing this. The really terrible part of this is there is no 24 hour hotline I can call, it MUST be during bank hours, which happen to be my (and most American's) work hours. This means I have to disrupt my job in order to get things fixed with them. My VPN usage is a must, and not negotiable. There is no reason for this treatment. I cannot spend money, look at my balance or transfer funds. I am financially paralyzed by this institution's notion of online 'security'. I have asked the staff to fix this, but all they can do is "submit a ticket" which does nothing. I have heard back from no one. I have E-mailed this institution and there has been no reply. They hold my funds in an iron grip. Please try and look into the matter; I don't want to see this happen to anyone else. Securely accessing my bank account is my right. I shouldn't be punished for it.

  

  Business response

  04/29/2022

  The business informed BBB that the consumer's account has been unlocked.  The business is not aware that any issues remain.  It will reach out to the consumer to verify.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  After Directions Plus Credit Union purchased Education Plus Credit Union in Monroe, MI, they took over a loan I had with EPCU. The auto loan, which I have the paperwork, was $275.86 a month for 60-months, starting 11/25/2016. I paid $280 a month for 61 months, because I didn't have a statement and went an extra month. I called Directions Credit Union, because after the purchase of Education Plus Credit Union, I no longer received statements to ensure everything was paid up and in good standing. The customer service team couldn't figure out the books. I was passed around because no one had a clear and knowledgeable explanation as to what was going on with the loan. After all was said and done they said I still owed $1,570, which didn't align with my initial loan and they didn't offer to send me a statement. It's scary because I don't have any paperwork after Directions Credit Union purchased Education Plus Credit Union. I'm afraid because they are not transparent and I was paying more than the loan to improve my credit score. Something is missing, and based on reviews, they may be over-charging or stealing from others as well. I am requesting the assistance of the Better Business Bureau to help get this sorted out, and maybe help others with similar issues as well. Thank you!

  

  Business response

  01/17/2022

  Business Response /* (1000, 5, 2021/12/09) */ Thanks for reaching out. All loan payments were applied correctly. The change to the loan took place back under Education Plus and was insurance between the member and the credit union. We did have to pull older files prior to the merger to research from the other credit union. Once we contacted you it appears it jogged your memory. The loan is correct as it is, statements are produced quarterly and all information is available anytime on mobile banking. Thanks for your membership. Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you so much for the swift response and reviewing my loan records. This was my initial request with Directions Credit Union. After filing the complaint, I received a very professional and pleasant phone call from *****. This ticket is pending some paperwork I should be receiving in the mail shortly. For background information and feedback, I filed the complaint due to incomplete statements and incorrect followup from ***** in Collections without the proper research. Overall, the Directions Credit Union followup after the complaint was very satisfactory. I've removed all negative reviews, but the company should provide training or feedback to employees for a better experience moving forward. Thank you, again.

*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. ↩