ComplaintsforUniversity Federal Credit Union

• Initial Complaint

  10/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Issue with University Federal Credit Union (UFCU)

  

  Business response

  10/15/2024

  October 15, 2024
  
  Better Business Bureau
  1805 Rutherford Lane Ste. 100
  Austin, TX 78754
  
  Re: Complaint ID 22407070
  
  Dear Mr. Podolnick,
  
  We have received and reviewed your complaint to the Better Business Bureau and the surrounding circumstances.  While we would prefer not to discuss your current financial affairs in a public forum, self-imposed factors were the fundamental cause of your current situation – many of which you outlined in your letter – not the actions of UFCU. We would, however, like to assist you by re-providing the resource to Connect ATX.
  
  First, as evidenced by the letter you provided dated 09/05/2024, your loan was in “severe” delinquent status prior to the events alleged in your compliant, which UFCU in no way caused.  Notwithstanding, you state that you have regularly made arrangements with your lender for late payments due to the fact that your payments are due on the 25th of each month, and you are paid on the 1st or 3rd of the month. Even if you are paid up to three weeks prior to the due date of your particular loan payment, said payment is an obligation you are aware you must meet each month in order to meet the contractual obligations you made with your lender.  Many lenders will allow for movement of due dates to accommodate the borrower, and they will also accept early payments.  
  
  You did request that UFCU temporarily increase the amount of courtesy pay on September 14, 2024, at 12:25 pm.  However, this was after your lender had already attempted the debit card payment twice, first at 10:57am and again at 12:21 pm.  The temporary increase was approved for twenty-four hours as a courtesy and expired September 15, 2024 at 12:25 pm.  However, the next and final attempted debit card transactions by your lender occurred on September 16, 2024: first at 8:40am and a second at 9:19am.
  
  While we continue to acknowledge that a mistake was made regarding your checking account number on September 19, 2024, UFCU disputes that your checking account number was the reason for repossession.  Your lender did not attempt the payment past the date of September 16, 2024, by debit card or by ACH/account number.  Further, you have access to your account information – including your account number at all times – through the online banking portal. 
  
  UFCU further disputes that we do not care about you or the situation.  UFCU provided you with $100, as well as partnered you with management and lending officers to discuss your concerns. As earlier mentioned, we are providing the resource to Connect ATX. Please visit https://unitedwayaustin.org/connectatx/ for more information.
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation.
  
  Sincerely,
  Rebecca Rios
  Branch Manager

  Customer response

  10/16/2024

  Complaint: 22407070
  
  I am rejecting this response.

  Please read and review my comments in the attachment. It explains just about everything.
  
  Regards,
  
  Jay Podolnick

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  UFCU Mobile App has is consistently inoperable and therefore consistently leaves me unable to access my banking funds or pay my bills. This issue has been going on for quite sometime and UFCUs responses are unacceptable and they have been unable to provide a consistent stable mobile app.

  

  Business response

  10/09/2024

  September 25,2024
  
  Better Business Bureau
  ********************************************************************
  ****************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience experienced by the lack of mobile access to your accounts.
  
  We strive to maintain 100% uptime for UFCU Mobile but periodically perform system maintenance activities that can leave the app inaccessible. We proactively communicate any expected maintenance windows via our public website, UFCU.org.Additionally, we schedule any extended maintenance windows during off peak hours to limit disruptions.
  
  We appreciate the opportunity to address your concerns and provide additional detail on this matter.
  
  Sincerely,
  ****** *****
  Sr. Manager of Digital Experience

  Customer response

  10/10/2024

  Complaint: 22323851
  
  I am rejecting this response because: there are larger issues with this app than are being discussed. 
  
  Regards,
  
  ****** ******

  

  Business response

  10/18/2024

  October 17, 2024
  
  Better Business Bureau
  ********************************************************************
  ***************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for reaching out to UFCU regarding your recent experiences with our mobile app. I understand how frustrating it can be to adapt to a new system and sincerely apologize for any inconvenience this has caused.
  
  We have attempted to reach you by phone on 10/11/2024, 10/15/2024, and 10/16/2024 to better understand your concerns and assist you with any obstacles you are encountering. Unfortunately, we have been unsuccessful in connecting with you. I certainly understand that this platform is a big change from our previous one and we want to do all that we can to help members transition as easily as possible by providing excellent service. 
  
  We would appreciate the opportunity to address your concerns regarding our systems and hope to hear from you in the future. Please contact us at ************ during business hours so we can assist you further.
  
  Thank you for your membership.
  
  Sincerely,
  ****** *******
  Senior Operations Manager

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have Business account I do deposit weekly almost 20 k I file dispute **** charges, but they never did they not give me any reason why. A company was charged me daily and they dont dont want refund so I file dispute . Use good bank with this new update a always the app down

  

  Business response

  10/09/2024

  September 25, 2024
  
  Better Business Bureau
  ********************************************************************
  ****************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  On July 18, 2024, we received your *** dispute request involving eighteen separate *** transactions that had been posted to your account. Regrettably, sixteen of these transactions fell outside the sixty-day timeframe stipulated by ***** Operating Rules and Guidelines,rendering them ineligible for return.
  
  During your conversation with our member service representative, you mentioned your partnership with the organization charging your business account and that you were supposed to be charged only 15% per sale. Our representative recommended placing a stop payment on this merchant and discontinuing their services, as they were not complying with the agreement you had with them.
  
  On July 29, 2024, a UFCU employee informed you that only two of the *** transactions could be reversed due to the time constraints. You acknowledged this information and thanked the representative before ending the call.
  
  Unfortunately, Business Members do not have the same debit protections as consumers. Therefore, we recommend monitoring your business account daily to promptly report any unauthorized activity. We advise addressing this issue directly with the merchant and requesting copies of your original agreements in writing, and asking them to refund charges that did not comply with the agreed terms and conditions.
  
  Thank you for allowing us the opportunity to address your concern and clarify the details regarding your *** transactions.
  
  Sincerely,
  *** *******, AAP
  Money Movement Assistant Manager

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with UNIVERSITY FED CR UN, I do not have a contract with UNIVERSITY FED CR UN, they did not provide me with the original contract as i requested.

  

  Business response

  08/30/2024

  August 28, 2024
  
  Better Business Bureau
  ***********************************************************************************
  ***************
  
  Re:Complaint ID ********
  
  Dear Member:
  
  We have thoroughly reviewed our records with respect to the above-referenced matter. Within the last 12 months, you have submitted more than a dozen disputes through the national consumer reporting agencies (CRAs or credit bureaus) alleging several different reasons why University Federal Credit Union (UFCU) should remove credit reporting associated with the underlying credit transaction. As is our responsibility as a furnisher of information to the ***** we conducted an investigation in response to each dispute. We reached the same conclusion for each investigation: credit reporting by UFCU accurately reflects our records pertaining to loan origination and loan servicing.
  
  We believe we are in full compliance with all applicable federal and state law with respect to the origination, billing, and reporting of your loans. Our records reflect evidence of your request for the credit transaction, your signature on the original payment instrument, and multiple transactions made by you subsequent to the opening of the credit transaction which is the subject of this BBB Dispute. In the absence of further information or credible evidence of fraud, we must conclude our reporting remains valid.
  
  We have attached to this response a copy of the original payment instrument bearing your signature. Please review and let us know if you have questions,concerns, or if you need additional information or assistance.
  
  Sincerely,
  ***********************
  Director, Collections

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On July 3rd, 2023 I settled three old accounts ***************, 0002, 0003) by paying $6,000. I was told that once these tradelines were paid and settled, University FCU would delete the tradelines from Transunion, Experian and Equifax. That was part of my settlement. However, it's almost been a year now and these derogatory accounts are still reporting on my credit. All three tradelines need to be deleted immediately as per our agreement when I settled the debt with University FCU. I have attached the settlement below.

  

  Business response

  07/01/2024

  July 1, 2024
  
  Better Business Bureau
  ***********************************************************************************************************************
  
  Re: Complaint ID ********
  
  Dear Member,
  
  We have reviewed our records, and those of our servicing agent (******* and ******** PC) related to the loan settlements referenced in the above complaint; and find the settlements were conducted in accordance with applicable law and University Federal Credit Unions (UFCU)policies and procedures. In particular, we confirm credit reporting was updated July 18, 2023, to reflect the loans status as Settled: Account Paid in Full for Less Than Full Balance.
  
  We can find no evidence that either UFCU or ******* and ******** informed you that University FCU would delete the tradelines from Transunion, Experian and Equifax. This finding is in compliance with the federal law (the Fair Credit Reporting Act or FCRA)governing the furnishing of data to national consumer reporting agencies (CRAs, or credit bureaus); and the agreements UFCU has with the CRAs.Deleting tradelines is a violation of the ***** our agreements with the CRAs and our own commitment to compliance with all applicable law and regulation as well as our internal policies and procedures.
  
  We are unsure how you came to understand UFCU would delete tradelines in consideration of settlement payments. We do not find evidence of conversation or correspondence on this topic between you and UFCU or our agent ******* and ********.  As noted above, such a quid pro quo arrangement is prohibited by the federal *****agreements between UFCU and the CRAs and our own policies and procedures. We sincerely regret the misunderstanding and any inconvenience it may have caused you.
  
  Sincerely,
  
  ***********************
  Director,Collections
  University Federal Credit Union
  *********************************** | **********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A few months ago UFCU switched to a new online banking platform, and ever since my scheduled payments for my UFCU credit cards and auto loan have frequently not gone through, necessitating me having to re-submit them. I didn't catch the latest dropped payment in time, and one of my UFCU credit cards has been reported delinquent, as well as charged a late fee. It's not fair that my credit has suffered due to these system issues, as I've made every reasonable effort to schedule my payments on time. I would like for this inaccurate late payment to be removed from my credit report.

  

  Business response

  04/12/2024

  April 11, 2024
  
  Better Business Bureau
  *********************************************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the recent UFCU digital conversion.
  
  UFCU would like the opportunity to have a conversation with you about your feedback on the new platform.  We understand there are some friction points as we work to continually improve this new service.  We ask for your patience during this time,but also seek to find ways to directly improve each member experience.
  
  I apologize for any inconvenience that you may have suffered during our transition to the new digital platform and, as a result, I have attempted to reach you for further discussion.  If you would like to contact me directly for any questions or concerns related to this or any other matter, please do not hesitate to contact me at ********************** or via email ************************************* Thank you for your consideration.
  Thank you for your membership.
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bank broke their own policy of cashing a check with out both signatures my signature was not on check of ******* with the symbol & on the check and since I don't bank there they said they are not fixing the issue. It is illegal to cash a government check with out both. As well against their own policy they broke .

  

  Business response

  03/12/2024

  March 12, 2024
  
  Better Business Bureau
  ****************************************************** 100
  ******, **  78754
  
  Re: Complaint ID ********
  
  Good afternoon,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding the check negotiated in the amount of $5,669.17.
  
  We apologize for any inconvenience this situation may have caused.  The US Treasury or IRS will be able to work with you to file a Missing or Forged Endorsement Claim to recover the funds. Once the claim is received by UFCU, we will correspond directly with them to fulfill the request. 
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation. 
  
  Sincerely,
  
  *************************, AAP
  Manager, Account Fraud ********************
  ********************************
  *************************
  *************************
  ************** Fax
  

  Customer response

  03/13/2024

  Complaint: 21408942
  
  I am rejecting this response because:
  *** issues is that you the bank did not follow the law of Federal Credit Union, as well as your approved policy s to abide by written and should be follow to maintain business as a Credit Union running. I understand how one would like to ignore this facts. But the Treasury, IRS, As well as the courts are dealing with what we have been INVESTAGATION as for your part of breaking up and running Federal Laws and policy by doing a cashing of check  to a janitor that used their check depoist mobile upload is between you and that said law breaking criminal with a large background in ********. But I reject the information We are dealing with that just fine That's how I knew it was your back by investigations with them in the check. Sorry to see confusion. I have also sent emails to the **** Chief ******** *** ************** Office, ************************ of *****. As well the BBB. So I would like to extend a simple way to fix the failure to comply with policy and laws by a tellers mistake of cashing a 2 party check with out approval or signature.

  
  Regards,
  
  ***************************

  

  Business response

  03/19/2024

  March 18, 2024
  
  Better Business Bureau
  ***************************************************************************************
  
  Re: Complaint ID ********
  
  Good afternoon,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding the check negotiated in the amount of $5,669.17.
  
  We apologize for any inconvenience this situation may have caused. The US Treasury or IRS will be able to work with you to file a Taxpayer Statement Regarding Refund, Form 3911 that can be found on their website:
  *****************************************.
  
  Once the claim is received by UFCU, we will correspond directly with them to fulfill the request.
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation.
  
  Sincerely,
  
  *********************, MBA
  Director, Fraud and ***************
  **********************************
  *************************
  *************************
  ************** Fax

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  University Federal Credit Union had a wonderful online platform, but they changed to a new platform 2-3- months ago. I have 4 issues about the transition and request 2 changes to be made as soon as possible. This is for our church checking account Issues: 1) the new platform did not transfer any of the hundred plus payees to the new platform; 2) all scheduled payments were also canceled without any notification, so we ended up being late on a number of bills; 3) Within the past 3 weeks UFCU has been starting to pay the scheduled payments that were dropped--I had already taken care of these late payments and not vendors are being paid twice; 4) The payor name at the top of the online billpay checks says OrgName with my personal address. There is nothing listed about the money coming from the church, and it is the church's account, not mine. Vendors do not know who is making the payment. The church is not the only one. We have received donations from UFCU accounts and not known who they are from. I reported this through their messaging on the platform as soon as I learned of the problem. Two months ago, I stood in line at the branck on a weekend with a copy of one of our paid checks to show the problem to UFCU and i left the copy with the representative to report it and get it fixed. I also called and reported this on the phone to a live person 3 weeks ago. Still nothing has been done to fix this and put the Account holders name and address at the top left of the online billpay checks. Requests: 1) STOP paying the old scheduled payments. It's too late and it is a problem for double payments now. 2. FIX the Account holder name and address at the top left of the checks that go out through online billpay.My suggestion for the next platform release is to make it a beta system that can be tested while customers have full functionality through the existing platform. The old platform was world's ahead of other bank platforms and now the new one is like a high school project.

  

  Business response

  02/01/2024

  January 30, 2024
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the recent UFCU digital conversion.
  
  I appreciate you taking the time to speak with me over the phone. As requested, I have emailed you my direct contact information for any follow-up necessary.Unfortunately, due to the account type your ****** and payment information was unable to be converted into UFCUs new bill pay system. The issue with bill pay check items displaying OrgName has now been corrected.
  
  Again,I apologize for any inconvenience this has caused you. Please feel free to reach out to me directly regarding any other needs you have related to this matter.
  
  Thank you for your membership.
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

  Customer response

  02/01/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to depositing a check into my account at my bank ****************** (1/4/23) when I was given a check from TitleMax (after months of it being cut) a young man in the bank, whom was a teller, advised me that $500 of the check would be released and the remainder would be released after a few days. So before leaving the branch, I had $500 in my account. On the next day, funds had began being removed from my account and I had $300+ in my account. But by the end of the day, my wife called me stating that my account was at a $-494. The $500 was retracted by the bank but they blamed it on TitleMax but after I spoke with TitleMax on 1/8/23, I was told by Titlemax that the bank is the one whom retracted my funds. This money, this check was for my mortgage payment. after speaking with both entities and supervisors on both ends, my wife and I are about to be out of $500 dollars, needed for my mortgage with no explanation. They won't change the account that the money is needing to be moved to. so I am out of money and may have a late payment for my mortgage. Its sad that the consumer has to suffer so much nowadays when people don't want to do their jobs.

  

  Business response

  01/29/2024

  January 12, 2024
  
  Better Business Bureau
  ************************************************************************************; 78754
  
  Re:Complaint ID ********
  
  Dear Member,
  
  UFCU received your recent complaint to the Better Business Bureau and reviewed the circumstances surrounding a check deposit in the amount of $1,734.29.
  
  The original check deposit, completed at an ATM at our ************ Branch on January 4th, allowed a $500.00 immediate funds availability.  Upon review of the item the morning of January 5th, the full amount of the check was held and placed on hold with a release date of January 10th due to concerns that the check would be returned unpaid.  The hold released as scheduled on January 10th and the full amount of the check was then available for use.  A mortgage payment to Amerihome Mortgage cleared the account on January 12th.
  
  Please accept my apologies for any miscommunication regarding the check hold situation.  If you were assessed any fees at Amerihome Mortgage in relation to the check hold, please provide UFCU with documentation of those fees from your mortgage statements. We would like the opportunity to provide reimbursement of any late fees if this situation resulted in the assessment of those fees.
  
  We appreciate you reaching out to notify us of your experience and appreciate the opportunity to resolve the situation. 
  
  Sincerely,
  
  *************************, AAP
  Manager,Account Fraud ********************
  ********************************
  ************************
  ************************
  ************* Fax

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  UFCU recently reinvented their electronic banking tools and the result is chaos. There must have been no user acceptance testing because the app and the website are no longer intuitive and functional. I have contacted UFCU about the issues several times, getting only spinspeak and flowery prose in response. My payments have been late when using bill pay and some do not go through at all. It is unclear if upper management is aware of the extent of the problems with the new modifications or how seriously these are impacting their members. They must be reading only the positive comments on the app stores, Reddit, etc., if they have made any effort to gauge the intensity of the impacts to members at all. I suspect any positive comments have been posted by the developers or the credit union IT staff, not members. I have been with this credit union for ages and I have never seen UFCU management tolerate such flagrant impacts to its members in the past. The flaws are now so significant that I am concerned about the security of my electronic transactions. Reverting to the previous app and website would be an improvement. UFCU should rectify the situation and stop expecting its members to figure out how to operate and workaround a disfunctional electronic banking system. I dont really want to change credit unions to pay my bills and transfer money, but doing this safely and efficiently ELECTRONICALLY is crucial for modern money management be it business or personal.

  

  Business response

  01/10/2024

  January 10, 2024
  
  
  Better Business Bureau
  *************************************************************************************
  
  Re:Complaint ID ********
  
  Dear Member,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience caused by the recent UFCU digital conversion.
  
  As requested, I have passed along your information to be considered for any upcoming UFCU digital research sessions. I verified that your transfer payment was completed within the mobile app and that the late fee was waived. Please ensure that all information is updated for any unverified billers before making those payments as we discussed.
  
  I appreciate you taking the time to speak with me over the phone. Again, I apologize for any inconvenience this has caused you. Please feel free to reach out to me directly regarding any other needs you have related to this matter.
  
  Thank you for your membership.
  
  Sincerely,
  *******************************
  ************************************
  Product Operations Analyst Money Movement

*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. ↩