ComplaintsforVirginia Credit Union, Inc.

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Initial Complaint
09/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Wow, so I understand overdraft fees and paying out so people avoid embarrassing situations of not having funds in the account when they need to pay for something but I never agreed to pay a $35 tax on each and every item. While there is money in the linked savings account and no calls, texts or emails. And then when you want to shut out that wonderful benefit they tell you need to verify your identity to the tune of additional transactions processing and additional fees being added. WOW. ************. So a $1 charge will be put through 10 times for $350 in fees and you can only waive 3 transactions fees on the first time in a year this happens? While there is money in the linked savings account savings account and you will not talk to the customer who owns the account. And make sure to tell me that you cannot waive the fees in the future. Thats illegal.
Business response
09/30/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.
Customer response
10/08/2024
Hello,

I would like to reopen my complaint. The other party only sent me a copy of disclosures in the mail and called it a day. They took exactly 7 days to have this complaint closed before I would receive their response which is only a letter in the mail.

Customer response
10/10/2024
Hello,

Im rejecting the offer by *** to accept hundreds of dollars is overdraft fees. I setup up a checking account savings account online and have been with them almost two years. I was never notified that I had no overdraft protection and that they would just pay out each and every charge they wanted based upon their determination to a tune of $35 per charge. They could have rejected every single payment. I also had a savings account linked to the checking account and they didnt use it. It wasnt setup to withdraw from the savings automatically. As soon as I contacted them they told me they didnt have my information correct so they couldnt talk with me. Who charges hundreds of dollars in fees at their discretion without the permission of person responsible for making the payments.

They didnt even verify with me if it was fraud or authorized or anything. Didnt ask me a single question just tell me about what I owe them and bye!

I have included everything they sent to me in response to my BBB complaint. They tell me about a few charges and then start down the path of whats in the fine print of their banking rules.
Business response
10/18/2024
We have previously responded to the attached concerns and have no additional information to provide. We are considering this matter closed.
Customer response
10/18/2024
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hello,
I was charged hundreds of dollars in overdraft fees on an account that was setup by default to charge me these fees even when money was available in the savings account. I called to address this issue asap and the bank tells me that they cant verify me they have the wrong driver license number and couldnt help me. After providing the information they needed they tell me to agree to overdraft protection because they never got my authorization to do so. They then tell me they can only return 3 of the overdraft charges. They never gave me the opportunity to tell them to stop all charges, block the charges or let me pay the merchants with a different payment method. Not one of the merchants they paid out on charge return payment fees. They just pocket fees on their side and say well its better they get paid vs the merchants they assume charge fees.
I switched to this bank to save money and get financially stable and cannot afford to have them pocket my money. Maybe this is fine for their other customers but this is robbery to me. No financial institution, bank, lender makes $300+ in a day or two through fees. Insurance companies assume liability for thousands more and dont pocket this kind of cash on returned payments. Above everything else its at their discretion not mine.

Regards,

******* ****
Initial Complaint
09/13/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Approx. August 25th a hold was placed on my debit/credit card. I spoke with them twice and told them to remove the hold. This is MY account MY money. If I say remove the hold it should be removed. Today is September 13th hold is still on card and I've received no replacement. I'm diabetic and it messes with my feet and legs making it difficult to walk I use my card for everything including groceries. My car is not working right now and as of the 10th of September my phone has been shut off because of this hold. I lost 2 days of work this week because I cannot get SMS messages for security entrance to systems. I can't order my prescriptions, I need to make a Doctor appt for Myself and my dog who has severe skin allergies. I am at a loss as to what to do get them to release MY Money/account. I've tried to resolve using the credit union support message center and they are no help as usual and keep telling me to call the fraud company they use. As I've stated I spoke with them twice and I'm still on hold and no new card. Although their fraud department states I hung up on them twice. That is a lie...plain and simple. What do I need to do to get the hold off? I know if a fraudulent charge goes though it's my responsibility, but it's better than what I'm going through now and once my car is running again I can go the the bank and get a new card. I have no one who can help me. I am alone and need this resolved. Oh they stated the hold was placed because they found 2 MIGHT BE fraud charges for $30.00 ea. Is my health, job and life more important than $30.00?
Business response
09/13/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.
Customer response
09/13/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*************************
Initial Complaint
09/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I used my Virginia credit union MasterCard debit card to do a cash transfer to an external party who was supposedly the landlord renting a rental property. It ended up being a scam and fraudulent transaction to which I notified the local sheriffs department as well as the Virginia credit union requesting a refund And Virginia credit union has denied the refund even though Ive clearly provided documentation to indicate it was a fraudulent transaction
Business response
09/10/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.
Initial Complaint
09/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Each time my credit card is billed in error, VACU(Virginia Credit Union) wants to cancel my card which in turn adds interest to the balance. Currently, I have two(2) errors on my credit card, totaling $90.00 for 08/31`/24 and 09/09/24 for $45.00 each. VACU will not help me until they cancel my card and issue a new one. This procedure has been happening since 2021. I have emailed the company about the errors. Have gotten no response to date. I plan to file a police report concerning this matter.Thank you
Business response
09/10/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.
Customer response
09/10/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*************************
Initial Complaint
08/08/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have late a payment from the Virginia Credit Union on my credit report. I have been on time for 99% of my payments. The month that reported a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.
Business response
08/08/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.
Initial Complaint
07/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
7/27/2024 and 7/30/2024 Several fraudulent transactions have been made on my checking account, which the ********************** will not resolve. Nearly ******* dollars of my money is gone, and almost ****** of it came from a new debit card I never used. Only the credit union had that information, and after speaking with one of their representatives, the rest of my money disappeared! I absolutely want my money back. It's truly a shame, because I've been with them for over 20 years.
Business response
07/30/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.
Customer response
07/30/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

*****************************
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My complaint relates to the Virginia Credit Union violation of HIPPA with regard to the handling of sensitive e-PHI and poor customer service. I have been the recipient of identity theft in the past and so I am vigilant about protecting my personal information. While applying for a home equity loan, I tried to transmit the personal information requested using my secure e-mail encryption service. I tried to do this multiple times but the loan agent claimed that she could not access the information. I asked about a secure portal in which I could upload my information and she told me that they did not have such a portal only a secure e-mail address. I know that the agent was working from her home and I think that not having a secure portal for sensitive information to be transmitted is a tremendously irresponsible way for a financial institution to conduct business in this day and age. While I was trying to figure out a way to physically send the information, (I ended up walking a mile to a branch during my lunchtime to fax it to the branch - still unsecure) she withdrew my application saying that I never submitted the requested documentation. I am sending copies of our e-mail exchange showing that we conversed via e-mail during the time that she says that I did not respond to the request to submit the documentation! In the e-mail, she even confirms that she received my faxed transmission from the bank, while she claims I never submitted the documentation. I am sending just a few e-mails but I have more. I never even received notification of the withdrawal until I called to specifically ask the status. I tried to submit a complaint to VCU but my e-mails were never acknowledged. I later learned that VCU even closed my savings account and kept the ****** I used to open the account so they actually owe me money.
Business response
07/11/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.
Customer response
07/25/2024
I am in receipt of the letter from VACU and it contains several factual errors. I did, in fact fax the documentation from the branch to ******. I had a conversation with her about having to fax it from a branch. I did not receive a letter saying that I had five days to send it in. I did take longer than five days but if there had been a secure way for me to send my documentation, I would not have had to go through so much trouble. The branch should have a record of the fax AND I even have an email from her stating that she had received the fax. The screenshot is attached where she confirms on 4/25 that she received the fax sent in 4/22. Imagine my surprise to find out that the application had already been rejected and closed AFTER she confirmed receipt of the fax. Why didnt she tell me that she had already closed the case? Why? Because I dont event think that she remembered any of our conversations. She was just saying whatever. I was not important to her.

The letter sent to me is not sufficient. I want an apology at least acknowledging that ******, in fact, received the information after I told her that I would have to go to the bank in person AND that she accepted my documentation despite already having closed the case AFTER our conversation.

I called her weeks later because I received a letter about a promissory note (why did I receive that if the loan was closed)? It is only because of that call that l learned that the application was closed.

I wont accept misrepresentation of the facts.
Business response
07/31/2024
We are providing the attached letter in response to your additional concerns.
Initial Complaint
07/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Yesterday 7/3/24. I was paying some bills early through PayPal. I have multiple bank accounts and realized I was paying out of the wrong account. Causing my ********************** to go negative. Within 10 mins of the error I went to VACU and deposited the funds in to the account to cover the cost. I check today and Ive been charged $35 4 times. This isnt the first time theyve done this and I dont believe it is ethical. I believe they are handling their business in an unprofessional a malice way.
Business response
07/05/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.
Initial Complaint
06/13/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 3/27/24 a Garnishment/lien was placed on my Virginia Credit Union checking account, which was initiated by Midland Credit *************** the credit union charged me $100.00 to process the garnishment/lien. A court date was scheduled for 6/3/24. On 4/23/24 the courts ruled to release the garnishment. And any funds withheld to date shall be treated by the garnishee as if this garnishment had not been filed. When I requested the Virginia credit Union refund my $100.00 fee they charged me, they refused.
Business response
06/14/2024
We are in receipt of this complaint. In the interest of protecting our members privacy, we will address the matter directly via written response within 7 calendar days. For further information,please contact our member directly.
Initial Complaint
05/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was told by representatives that paid off account for line of ********************** would be removed from my credit report. It has not happened. I was told this information over a year ago. I have written letters and I did receive a letter a year ago saying everything was taken care of.
Business response
05/28/2024
We are in receipt of this complaint. In the interest of protecting our members privacy,we will address the matter directly via written response within 7 calendar days. For further information, please contact our member directly.
Thank you,
Virginia Credit Union

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