ComplaintsforBrewery Credit Union

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is in regards to disputed transactions;I am writing to express my deep dissatisfaction with the prolonged delay in receiving provisional credits for a transaction dispute on my account. Despite timely reporting of the issue and providing all necessary documentation, I have yet to see the provisional credits reflected in my account.This delay has caused considerable inconvenience and financial strain. I understand that resolving such matters takes time, but the lack of communication and transparency regarding the status of my case is unacceptable. I urge you to expedite the process and provide me with a clear timeline for the resolution of this matter.Timely provision of provisional credits is crucial in maintaining trust and satisfaction among your customers. I hope that my concerns are addressed promptly, and I am provided with the provisional credits owed to me and I was also told on numerous occasions that they should have been credited to my account on 11/9/2023 and have yet!

  

  Business response

  11/29/2023

  It is true that not all of the provisional credits were refunded to the member on 11/09/2023.  Miscommunication between our dispute resolution center and the Credit Union in regards to other disputes that required further investigation were the cause.  On 11/14/2023 a letter was sent to the complainant stating that further action was required by the complainant by 11/24/2023.  On 11/15/2023, all provisional credits that were not under further investigation were posted to the complainant's account, and the complainant was informed by phone.

  As of 11/28/2023, the dispute resolution center confirmed that there were no further communications from the complainant regarding the transactions under further investigation and the dispute was closed and marked as valid transactions.  No further credits will be issued.

  As of 11/29/2023, the complainant stated that they did have continued communication with the dispute resolution center on 11/15/2023, but the dispute resolution center states that they have not received any communication from the member within date of 11/24/2023.  At this time the Credit Union is working with the dispute resolution center to obtain additional information and to finalize the dispute.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did a mobile deposit into my bank account and there was a hold out on my account with no reason as to why. I called to find out why and no one was available to assist me. I left a voicemail requesting a call back, I never received one. I called back Monday when the person who is responsible for the hold on my account is supposedly be available and she hung up the phone in my face. I called back and they stated they would call me back. I have not received a call back and there is still a hold on my account for my money. This is very poor and rude customer service and as soon as ******************** responds I would like to close my account. I think they are doing fraudulent transactions and I need my hard earned money and I will never patron this bank again!

  

  Business response

  07/05/2023

  Brewery's ** of Operations spoke with the member via phone on 07/05/2023 and resolved the issue.  We do acknowledge that there were communication failures within the Credit Union regarding this matter and those have been addressed as well.  The funds have been removed off of hold and are available for use.  The member explained that they appreciated the call back and did not wish to close their accounts at this time.  The member was given the ** of Operations direct phone number to call if they ever experience unsatisfactory service in the future.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December I paid a deposit for a family vacation ****** the vacation was for July ***** unfortunately we are not able to go I have contact the merchant numerous of time from leaving emails the day i put deposit I asked the merchant about insurance she stated she will send documents never received I contacted the merchant in March to let them know we will not be going and requested a refund heard nothing so I filed a dispute with my bank brewery I received a letter that I will be giving a provisional credit 5/5/2023 still they investigate further the credit union is refusing to issue it. Talked to ************************* stated she will look into and contact me back never heard from her went up there left messages no response.

  

  Business response

  06/02/2023

  Provisional credit is given to a member so that the credit union can research a transaction dispute.   The credit is given if it takes the credit union more than 10 days to do their investigation.  In most cases, it does take longer than 10 days to research.  In your specific dispute, the credit union did not need that long to research the transaction.  This is due to the company not offering refunds and the trip not being cancelable. You confirmed this during the dispute call.  Though the transaction was non-refundable, we are still attempting to dispute the transaction from the merchant on your behalf.  If we were to receive the funds,we will credit your account in the amount received.  The letter you received form our dispute transaction is sent out automatically and is done to verify that your dispute is in process.  We will reach out to our vendor to see if the wording can be changed to make the provisional credit section clearer.
  

  We are also sorry that you did not receive a phone response in a timely matter.  We will work with staff to ensure that all members are called back quickly, even if it is just to update the member on a situation that does not yet have a resolution.  Thank you for your membership and we hope that this clarifies your question.

  Customer response

  06/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wallet was stolen on January 3rd, 2022. I've spent hours on hold, spoken to numerous people and still have not been able to 1- report fraud on my credit card and 2- have not received replacement debit or credit cards. I have spoken to the bank manager, *********************, who guaranteed expedited delivery of both cards and pin numbers. It is now 2/7/22, and I do not have cards in my possession. I've been on hold for as long as 2+ hours (multiple times), been transferred between departments, hung up on, spoken to people who have informed me that my cards were not reported stolen, people who have said they were ordered or not ordered so many times, I'll need to look at my phone **** to track all the calls. Days of my life have been spent trying to fix this situation, and it is not yet resolved.

  Customer response

  02/23/2022

  I have received my cards, finally.  Over a month late.  However I am still unable to report fraud charges on my credit account.

  

  Business response

  03/09/2022

  Brewery Credit Union has reviewed this complaint and called the member directly to resolve the issues.  Mistakes were made at the credit union and additional training will be provided to staff that works with member cards and disputes.  After speaking with the member, we do believe that this complaint has been resolved.  Thank you.

*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. ↩