ComplaintsforBlue Federal Credit Union

• Initial Complaint

  10/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to dispute three accounts with ******** that were opened without my authorization. The accounts in question are:Account opened on 12/04/2019 with account number ******************* opened on 02/05/2020 with account number ******************* opened on 12/12/2019 with account number ************** did not authorize or open these accounts, and they appear to be the result of identity theft. I request that Blue *** take immediate action to:Close these fraudulent accounts.Remove them from my credit reports.Provide written confirmation once these actions have been completed.I have attached my identity theft report from the *** for reference.Thank you for your prompt attention to this matter.

  

  Business response

  10/22/2024

  At Blue Federal Credit Union, we take identity theft and unauthorized account activity very seriously and are committed to assisting you through the appropriate channels.
  
  While we cannot take any direct action based solely on the information provided in your BBB complaint, we encourage you to connect with our Member Solutions team. They will be able to review your situation in greater detail, guide you through the following steps, and provide any necessary assistance regarding the accounts in question.
  
  Please get in touch with our Member Solutions team directly, they will be happy to help you resolve this matter.
  
  Thank you again for reaching out. Please know that we are fully committed to assisting you and look forward to resolving this matter for you.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BFU repossessed my vehicle on 9/30/2024. I just made a payment. I was told by one gentleman that I would have to pay 1600 plus fees to get it back, next person says the full amount of the loan must be paid of ******, the online payment portal says I owe one month, credit report also says Im behind one month.

  

  Business response

  10/02/2024

  Dear Dia, 

  I want to sincerely apologize for the confusion and frustration caused by the conflicting information you've received regarding your vehicle. I understand how difficult and stressful this situation is, and I’m sorry for any miscommunication.

  To ensure you have the most accurate and up-to-date information, I recommend reaching out directly to our Member Solutions team. They will be able to provide clarity on your account status and work with you on any available options to resolve this matter. You can reach them at 844-341-7978. 

  Thank you!
  
  Blue FCU Member Experience

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife called in and was told that I removed her from my account and that she was not to be given any information. (THIS IS A LIE)I was also told that I was not who I said I was, and they needed me to bring my ID into office 8hrs away. This was opened online and is an online account.I asked to speak with a manager, and they hung up. Everyone keeps records.I contact the bank again today; in chat **** says they will call at 3:30 today 8/5/2024 I changed a business meeting, and NO ONE CALLED!!**** also says that I added my spouse in 2019, and the bank called and I did not answer so they closed the ticket. Why? There was no call or message left.This is pure laziness!I get back online, and **** says he is sorry, but the ticket still is in review. Then why was a given a time to expect a call?This bank should have to reimburse my hours lost!Since I began with this bank, they immediately changed my APR every month after opening the account and blamed it on inflation in 2019? Really?This bank has the most ridiculous communication and staff!I will be paying this and leaving the negative review they DESERVE!

  

  Business response

  08/13/2024

  I hope this message finds you well. Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration and inconvenience you have experienced.At Blue Federal Credit Union, we are deeply committed to providing excellent service and clear communication to our members. We regret that we fell short in your recent interactions and are dedicated to making things right.
  
  First, I would like to address your primary concerns:
  1.Account Access and Communication:
  ?It is our policy to ensure the security and privacy of our members' accounts.When discrepancies or issues arise, such as adding or removing account holders,we follow strict protocols to verify identity and account ownership. This sometimes includes requesting in-person identification when necessary for security reasons.
  ?I apologize if our communication about this process was unclear or if you felt that your concerns were not addressed promptly and effectively. This is not the level of service we aim to provide.

  2.Scheduled Call and Follow-Up:
  ?I understand your frustration with the missed call scheduled. While our representative, attempted to assist you, there was a breakdown in communication and follow-through. I apologize for any inconvenience this has caused since you rearranged your schedule.

  3.APR Changes and Account Management:
  ?Your concerns about changes to your APR and the overall management of your account are taken seriously. We aim to be transparent and fair in all our financial dealings, and I regret that you feel this has not been the case.

  
  To address these issues, we have taken the following steps:
  1.Immediate Review and Resolution:
  ?We will review the missed call and follow-up procedures to prevent similar issues in the future.

  2.Communication Improvements:
  ?We are committed to improving our communication strategies to ensure clear,timely, and accurate information is provided to our members. Your feedback is invaluable in helping us achieve this.
  
  Once again, I apologize for the inconvenience and frustration you have experienced. We appreciate your patience and understanding as we work to resolve these matters. 
  
  Thank you for your continued trust in Blue Federal Credit Union.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An individual stole my debit card info.charged $100 on my debit card. Reported it July 7th. Called on the 25th of July because hadn't received a new card yet. **************** argued with me that a card had been ordered on June 24th (mind you, I reported the card compromised July 7th) Spoke with a very incompetent supervisor who wanted to charge me $35 for a rush on the card, even tho this was their fault.sais supervisor, never ordered a card till a week later!!! August 3rd and still have no card!!! Can't wait to read their response to this complaint! Really can't excuse incompetence!!!!

  

  Business response

  08/05/2024

  Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience you have experienced regarding replacing your debit card.
  Upon reviewing your account and our internal records, I would like to provide some clarification and an update on the situation.
  
  On July 7th, you reported fraudulent activity on your card, and a request for a replacement card was initiated. Unfortunately, there was some confusion as our system indicated that a card was already in transit to you, which led to the initial cancellation of your request.
  
  Our records show that an older card ending in 5940 was mistakenly identified as a recently ordered card, contributing to the delay. This miscommunication is regrettable,and we are taking concrete steps, such as [implementing a new card identification system], to ensure such errors do not occur in the future.
  
  When you called on July 25th to follow up on the status of your replacement card, we mistakenly referred to the card ordered on June 24th, which should not have been the case since your fraud report was made on July 7th. We acknowledge that this caused unnecessary confusion and further delay.
  
  Regarding the rush fee, our policy typically requires a $35 fee for expedited card delivery. While we understand the urgency due to the fraudulent activity, the request for a rush order must be applied correctly, and waiving the fee was not approved. Expedincing the process at this stage would have required canceling the card already in transit, leading to additional delays.
  
  We sincerely apologize for the delays and any inconvenience this has caused. We understand your frustration and are committed to improving our processes to prevent such issues in the future. We understand that this situation has been frustrating for you, and we are here to assist you in any way we can. If you have any further concerns or require additional assistance, please do not hesitate to contact us directly.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to pay $45 for a deferral payment and Blue FCU refuses to accept funds by shared branching. I have mailed the $45 with tracking 9505-5128-6138-4131-1973-15 because they have not responded to my calls and e-mails. I am asking them per my loan agreement they should honor to defer 5/2024 payment, remove the blocks off my account so I can pay my loan. Blue FCU plays games with members, they refuse to take funds to honor my loan agreement. In bad faith they are in violation of regulation ZZ of the fair credit act.

  

  Business response

  05/16/2024

  We understand that dealing with payment issues can be frustrating, and we appreciate you bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced while attempting to make your deferral payment and during your interactions with Blue Federal Credit Union.
  
  We understand your concern regarding the $45 payment for the deferral. Regarding your mailed payment, we confirm that we processed the skip on May 14, 2024. We will investigate the circumstances surrounding your previous attempts to reach us via calls and emails to ensure such delays do not occur. We have honored the deferment of the 05/2024 payment. 
  
  Regarding your mention of Regulation ZZ of the Fair Credit Act, we assure you that Blue Federal Credit Union fully complies with all relevant regulations and guidelines. We strive to maintain good faith in all our interactions with our members and sincerely regret any perception to the contrary.
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Blue Federal Credit Union is the worst. They take unauthorized money from your account but when you demand a refund they need a wire routing # that you have to ****** on your own. Reps are patronizing and liars. I was given a confirmation number that the fund would be wired. I called the next day since no monies. Was told that the wire didnt go through and had to resend. Still waiting for my refund.

  

  Business response

  03/18/2024

  Thank you for submitting your feedback on your recent experience with Blue FCU. We value any opportunity to gather insight into incidents to resolve for you and improve interactions for all members moving forward. Based on the information provided in this response, the experience was unfavorable, and we take your concerns seriously. Having unexpected additional payments pulled from your account is unnerving, especially during these tough economic times.
  
  Upon review, a one-time payment was posted on 03/05/2024 for $318.76; this was initiated through our payment platform designed to take one-time debit/credit/*** payments on behalf of members per their request. These require disclosure agreements either on a recorded line or online. Another payment of the same amount was posted on 03/07/2024, deriving from a recurring automatic payment known as an *** established on 03/05/2024. The *** authorization form was sent via DocuSign to the primary email address on file and signed on 03/05/2024. These recurring payments take about 1-3 business days to post. Two payments were initiated; one was instituted as a one-time payment, and the other was pulled after authorization for an automatic recurring *** setup. After research, we deduce that the possible intention was for the recurring payment frequency to begin on the following due date, in April. Since the initiation of both payments was so close together, there was an error in the beginning date of the ***.
  
  After both these payments were posted, there was a request to return one of them to you, which is a valid and necessary request. The options for our members getting their additional payments returned are typically receiving a check by mail or a wire, setting up and verifying an external account online to send it back to yourself in your online account, or coming into a branch or a shared branch location. The wire route was determined as the best option, with the fee waived for the inconvenience this caused. To further explain the process for wries, it is equivalent to cash in hand; with federal regulation, we must be careful and considerate with these requests due to common fraud. Unfortunately, we cannot give guidance by researching and providing account numbers or routing numbers for these transactions on behalf of our members. In our internal ticketing system, the wire process steps were followed promptly. However, we had to reach out for corrected routing number information. After dialogue on this matter, all our due diligence and steps were completed to send the wire through the Federal Reserve. However, it was returned by ***************** ***** with the notation that your account at Chase was not eligible to receive wires.
  
  We want to resolve this matter for you since the ultimate goal of receiving the return of that additional payment was unsuccessful. The most direct option to move forward is contacting Chase to get clarification and guidance on receiving wires so we can attempt the wire again; if this solution is not the best choice for you, please consider other options detailed early in this message. 
  
  We appreciate your membership at Blue Federal Credit Union as we strive to serve all members to the best of our abilities. 
  
  Best, 

  Blue Federal Credit Union Member Experience Team 

  Customer response

  03/18/2024

  Complaint: 21409661
  
  I am rejecting this response because: BFCU is not communicating honestly. Supposedly the 318 was sent to a saving account there at BFCU! Didnt even know I had a savings account! ******* stated that the payment for ***** will be taken from that account. Of course ******* could not offer a confirmation # and just said it will be taken out? If I have a savings account why wasnt I made aware of it and why dont I have a debit card. This is why Im posting this complaint. Too many excuses and explanations that lead to the same square. 
  
  Regards,
  
  *******************

  

  Business response

  03/29/2024

  Thank you for bringing your concerns to our attention and allowing us to respond. At Blue Federal Credit Union, we are committed to maintaining transparent and honest communication with our members, who are our institution's backbone. As a valued member of Blue, it's important to us that all members understand not only the specifics of their accounts but also their rights and the unique membership structure.
  
  Every credit union member, including yourself, is an integral part of our cooperative, holding voting rights and owning a share of Blue. This ownership is represented through a "membership share savings account," which contains a locked-in amount of $5 for your membership with us. This account signifies your stake and membership in our credit union.
  We acknowledge that there can sometimes be a gap in communication regarding this membership share savings account, especially for members who join us through an indirect loan program. In your case, this critical piece of information needed to be communicated. For this oversight, we sincerely apologize and appreciate your feedback, which will help us enhance our communication strategies and collaboration with our loan service partners.

  The $318 transaction you mentioned was indeed processed to your membership share savings account as part of our routine financial management practices. We understand your concern for transparency and the need to confirm such transactions. Rest assured, we are more than willing to provide a receipt for this correction, ensuring you have all the necessary documentation for your records.

  It's also important to clarify that at Blue Federal Credit Union, debit cards are exclusively linked to checking accounts. This policy is in place to align with our financial management practices and regulatory guidelines. Unfortunately, we do not issue debit cards for savings accounts, including the membership share savings account.

  We value your membership and your voice in our cooperative and appreciate the opportunity to review and further enhance the services we provide to our membership. 

  Customer response

  03/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/4/23 I sent the following correspondence to Blue Federal Credit Union:Date: 7/4/2023 8:38:16 PM From: Ref ****** / Ashxpress / ***************************** Dear BlueFCU, It has recently come to my attention that BlueFCU has been deducting money from my account in the form of $25.00 fees as of April 2023. I barely received a first notice of your intention to inappropriately and do so in the first place as of 5/31/2023, which I barely just received in June 2023, and yet, you've gone ahead and charged me 3 $25.00 fees already. My account that was opened by requirement for my car loan was paid in full when I paid my car off in September 2022, and in fact I had a $320 credit deposited back into my account from the car company. BlueFCU has for some reason assumed it can stake claim to my money and my account which I kept in excellent standing the entire time. Your notice questioned my inactivity level with my account and if it was any indication of dissatisfaction with BlueFCU. Now, with predatory practices such as this, I absolutely and completely am dissatisfied with BlueFCU and intend to pursue legal action and have contacted the BBB due to your predatory practices. I expect a full refund of my initial credit deposit in the amount of $320.23 immediately and wish to close my account immediately thereafter. This is no way to conduct business with your customers and I will happily be taking my business elsewhere. If my money is not refunded in full and my account is not closed with appropriate notice to myself, I will take further action, since you are jeopardizing my top tier credit. What I'm asking for is below: 1. Refund the $75.00 you have deducted in fees as of April 2023. 2. Send me a check for the $320.23 balance that is in my account. 3. Close my account, effective immediately, once my money has been refunded in full. *****************************

  

  Business response

  07/11/2023

  Staff of the BBB and ****************, 

  This letter is in response to a complaint filed by ***************************** to the Better Business Bureau (BBB) regarding their account with ********************** (BFCU). 

  Ms. ******* stated resolution from the complaint was that upon full receipt of the refund from Blue Federal Credit Union, the account to be closed.  

  We appreciate you taking the time to bring your recent experience regarding your Blue FCU account to our attention. Unexpected events such as the fees being applied to your account are frustrating and we apologize for any inconvenience this caused. Blue FCU was able to refund any fees applied to the account and have notified necessary leadership to begin a review of our process flow. 

  A staff member from our **************************** reached out and left a voicemail and email over the last week in order to discuss any unanswered details from the complaint so that we can effectively address this error in the future.  

  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications. 
  
  Sincerely,  
  
  BFCU Member Experience 

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mid May applied for a $15000.00 personal loan. On June 2nd received a call from *****************************, she informed me of ***** % intrest rate which I agreed to. the next day she asked for my W-2 and proof of additional income which I provided that night. for two days I did not hear from her and she ignored my e-mail and phone call for the update. Around June 6/7 got a call from *********************** who told me I will be dealing with him from now on and asked for my entire 2021-2022 taxes (61 pages) and on the phone he was very rude and kept interrupting me and was clerly profiling me. After my last conversation and asking why am I asked of all these doccuments?? I have taken so may loans in the past without all of this, he got mad and basically did not provide a reasonable or convincing answer. After my last phone conversation on Friday, June 9, 2023, with ************** at 5:30 pm, I decided to go to my own **************** Federal credit union and accept their previous offer of 15% rate. They only asked for my Driver's license and it only took 30 minutes and the money was in my account at that moment while I was waiting and I was given the option of using it at my descretion, while ************** told me the" bank has to write the checks and there is absolutly no other way".

  

  Business response

  06/22/2023

  Staff of the BBB and ********************,
  
  This letter is in response to a complaint filed by *************************** to the Better Business Bureau (BBB) regarding their loan application with Blue Federal Credit Union (BFCU).
  
  Mr. Dastgeers stated resolution from the complaint was that BFCU provides an explanation as to why it took almost a month for a decision to be made on an application submitted to Blue on May 31st 2023.
  
  Retail leadership from BFCU would like to address the feedback regarding a recent loan application; specifically,the timeliness of communication, requested documentation, and service experience. After conducting a thorough review of our system timestamps, we have determined that your application was received on May 31st and that our initial contact attempt was made on June 2nd. We apologize for any inconvenience caused by the delay in reaching out to you.

  To ensure that such delays are minimized in the future, we have taken immediate action. We have conducted coaching sessions with the staff members involved to reinforce our commitment to exceptional service. We believe in continuous improvement, and your feedback has been invaluable in highlighting areas where we can make enhancements.
  
  In addition, we have carefully reviewed the requests for additional information to ensure our process remains seamless. We understand that providing clear and concise communication is essential for a smooth experience, and we will continue to focus on this aspect to enhance our service delivery.
  
  We appreciate your willingness to share your personal experience with us and the opportunity to address this complaint, as it provides valuable insights and opportunities for improvement. We would be delighted to discuss your specific experience in more detail to aid in our enhancement efforts. You can reach us at the contact points mentioned within the voicemails and emails sent from our direct communications.

  Sincerely, 

  BFCU Retail Experience 

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  What happened? In 2020 I purchased a motorcycle (dirtbike) from the ******** dealership. It was financed with the dealerships financing Blue Federal Credit Union. I have been making my monthly 202$ payment since then as it is on autopay. Back in September of 2022 I received multiple calls from a debt collector telling me my motorcycle was going to be repossessed. I NEVER received a call from blue. I called blue and they explained to me that although I was making my monthly payments that were agreed upon in contract, a CPI insurance was added to the tune of over $1800 and that made my minimum monthly payment double. They never called, they never emailed me, or sent me a letter notifying me that this (insurance) was to be added. Not to mention I don’t I’d er stand how or why they are allowed to whimsically add almost 2,000$ to my loan whenever they feel like. Anyway, they told me I owed them 2164$ immediately or my bike would be repossessed. That included the insurance, missed payments, and repossession fees. So, in this same week I paid that $2164 I kept the repo company and blue in the loop the entire time and have a receipt showing I paid everything including repossession fees. Fast forward to December 2022, I saved enough money to get the bike paid off so I’d no longer have to deal with this bank. I called, and they told me pay off was $5557. I paid $4000 via wire transfer that day and told them I’d call back next week to pay off the rest. I confirmed with the teller I spoke to that my payoff would be roughly $1557 and I accrued interest at .56 cents a day. I call the following week to find out that my pay off is now over $2300. They told me that repossession fees ($350) were charged the SAME EXACT day that I told them I was going to pay it off. I have proof of payment on those. I feel like they started adding made up charges the second I told them I was going to pay it off early. Adding 1800$ insurance is ridiculous and should not be allowed. I didn’t sign up to get screwed by blue federal credit Union. They cost me way more than the motorcycle was ever worth new, they destroyed my credit, and it is not right. I have spoke with everyone in blue about the issue and no one cared to help at all. They didn’t even know what the extra charges were. I ended up paying off the loan but feel that this bank needs to be investigated for their predatory lending practices. They baited me into repossession without so much as a phone call, we’re told I would pay it off and tacked on any fee they could think of. This isn’t fair lending. Thank you for fielding my complaint.

  

  Business response

  01/05/2023

  
  January 3, 2023
  **** ******* *** ** ******** ****** ******** ** *****
  
  RE: BBB complaint case no. ********
  
  Dear Mr. *******,
  
  This letter is in response to your complaint to the Better Business Bureau regarding your loan with Blue Federal Credit Union (BFCU).
  
  Your complaint was reviewed and researched.  Your complaint included a few assertions.  Those assertions are addressed below with statements of fact.
  
  Assertion # 1:  Blue Federal Credit Union added insurance to your loan balance.
  
  Loan documents were signed August 14, 2019 for a 2020 Kawasaki with the following terms.
  9.99 annual percentage rate.
  60-month term.
  Monthly payments of $202.63 beginning September 28, 2019 and on the 28th of the month thereafter, until loan maturity date.
  
  The retail installment contract and security agreement signed on August 14, 2019 had a requirement that insurance for the collateral would be maintained for the term of the contract.  Additionally, an agreement to provide insurance form was signed that specified insurance for the collateral would be obtained and maintained until the loan was paid in full.  Both documents stated if insurance was not maintained by the borrower, BFCU could add collateral protection insurance for the collateral.  The agreement to provide insurance also stated collateral protection insurance premium could be added to the loan balance which may increase the monthly payment.  Copies of the retail installment agreement and agreement to provide insurance are included with this response.
  
  Assertion #2:  BFCU did not call, email, or send any letters to notify insurance was going to be added to the loan balance.
  
  BFCU utilizes Insurtrak, a third-party, to monitor and obtain insurance information for BFCU loans.  ********* attempted to obtain an initial insurance policy in October 2019.  An email was sent to your ***** email on October 1, 2019 requesting insurance.  A letter was also sent November 6, 2019.  These letters indicated insurance was needed otherwise collateral protection insurance (CPI) would be added to the loan balance.  A letter was mailed December 3, 2019 which stated CPI in the amount of $1,709 was purchased and added to the loan balance.  On January 22, 2020 a letter was mailed stating the monthly payment amount was increasing to $352.08.  Insurance was received and another letter was sent February 5, 2020 stating the amount of CPI that was refunded and that loan payments would be $202.63.
  
  *********** received notification insurance on the collateral was cancelled and an email was sent to your ***** email on March 16, 2021.  Another letter requesting insurance was sent April 14, 2021.  On May 14, 2021 a letter was sent stating CPI had been added to your loan balance in the amount of $1,558.  A letter mailed May 26, 2021 notified you of the payment change.
  
  Payments made after May 2021 did not include the additional collateral protection insurance monthly payment amount.  Since payments did not cover the full payment amount due, the loan was considered delinquent.  Collection efforts commenced and BFCU records indicate emails, letters and phone calls/voicemails began November 2021.  On December 23, 2021 you contacted the Member Solutions Department to make a payment.  A Member Solutions Representative (MSR) discussed that CPI had been added to the loan balance.  The MSR requested you obtain insurance, and you stated you would contact an insurance provider and have proof of insurance sent. 
  
  Collection efforts continued from December 2021 until September 19, 2022 when you contacted BFCU.  The collection efforts included emails, phone calls/voicemails, and letters.  The MSR notified you during the September 19, 2022 phone call the collateral was recommended for repossession and full payment would need to be received to stop repossession.  The MSR also notified you CPI was added to the loan balance, which increased your loan payments.
  
  On September 28, 2022 you contacted Member Solutions and an MSR explained how CPI was added to the loan balance.  A total amount due of $2,164.73 was discussed and you stated you would pay by September 30, 2022.  The MSR contacted you on September 30, 2022 to confirm receipt of a wire transfer. 
  
  Collection efforts began November 2022 and attempts to contact you included emails, letters, and phone calls/voicemails.  Contact was not made until December 2, 2022 when you called Member Solutions and made a payment on the loan.  During a phone call on December 9, 2022 you questioned the $350 fee that was added December 5, 2022.  The MSR reviewed the loan history and stated they would check with another employee to verify what the fee was for.  On December 12, 2022 you contacted BFCU and were upset at the $350 fee.  A supervisor attempted to call you and left a voicemail confirming the fee was correct.  The loan was paid in full December 23, 2022.
  
  Assertion #3:  BFCU added a fee to your loan balance the same day you contacted BFCU to request a payoff.
  
  The $350 fee was added to the loan balance, which was part of the repossession efforts.  BFCU uses a third-party to conduct repossessions.  When you contacted BFCU on December 2, 2022 to make a payment, which was not a request for payoff, the invoice for the $350 had not been received from the third party.  The fee was added December 5, 2022.  You requested a payoff on December 14, 2022.
  
  Stated Resolution:
  The stated resolution in the complaint was to refund the fee.  The fee was part of the repossession efforts that ceased with the December 2, 2022 payment.  As previously stated, BFCU utilizes a third-party for repossession.  BFCU cannot predict nor determine when the third-party will submit invoices.  BFCU quoted the fees that had been received by the third-party at the time you were quoted the total amount due in September 2022. 
  
  While BFCU understands the addition of fees is frustrating, the retail installment contract and security agreement that was signed by you does state if the loan was in default reasonable fees would be paid by the borrower.  Repossession was recommended due to serious delinquency and no contact with you after numerous attempts.
  
  Upon conclusion of our inquiry into your complaint we have not found Blue Federal Credit Union acted contrary to any collection efforts, regulation(s), policies, or procedures.  We appreciate the opportunity to address your complaint.  If you have any further concerns, please contact us at 800-********.
  Sincerely,
  
  Shannon E****
  Senior Internal Auditor

  Customer response

  01/06/2023

  Complaint: ********
  
  I am rejecting this response because:

  Repossession efforts ceased after my I paid the $2164 in SEPTEMBER 30th. November I was a month delinquent but not in repossession. I called December 5th and paid $4000 towards the loan. I told the clerk I would be calling back in a week to pay off the rest of the loan. December 5th is the same day I was miraculously charged $350 for additional repossession fees from September. I have the receipt to show I paid the repossession fees from September. Blue’s miscalculation of cost, or recategorizing of fees into whatever they want when someone says they’ll be paying the loan off early is not fair business practice or what I signed in the contract. Regardless of whether Blue uses a 3rd party or not for repossession does not constitute Blue to add fees whenever they want. Blue’s assertstion states that the borrower is responsible for reasonable repossession fees. Those were paid in the receipt for the amount of $260. At that point when the loan balance was paid up and the fees were paid, the issue at hand was settled. Nowhere in your agreement does it say additional fees from 2+ months ago will be added at will. 
  

  I would like to be refunded the $350 as the charge is fraudulent. 
  
  Regards,
  **** *******

  

  Business response

  01/20/2023

  
  January 20, 2023
  **** ******* *** ** ******** *** ******** ** *****
  
  RE: BBB Case No. ********
  
  Dear Mr. *******,
  
  This letter is in response to your rebuttal for the response BFCU sent to the Better Business Bureau (BBB) on January 3, 2023. The rebuttal complaint was reviewed in accordance with BBB complaint guidelines. 
  
  The rebuttal states repossession efforts ceased when you made a payment on September 30 2022.  That statement is true, however, BFCU did not receive another payment on the loan until December 5, 2022.  The loan would have been due for October and November 2022 at that time, and not the one payment as indicated in your rebuttal response.  Since the loan went delinquent after the September 30, 2022 payment, collection efforts began again and continued until payment was received on December 5, 2022. 
  
  Your rebuttal also states you want to be reimbursed the $350 fee that was charged in relation to repossession efforts on the loan. You further stated this charge was fraudulent and was not agreed by you when you signed your contract.  The contract does have a provision that allows for remedies when the loan is in default.  The $350 charge was in direct relation to repossession efforts and not fraudulent. 
  
  Management has reviewed the circumstances of the complaint and has agreed to reimburse the $350 fee.  This reimbursement is in the interest of member service and not required by any regulatory or consumer law.
  
  The reimbursement has been placed in your share account. 
  
  We appreciate the opportunity to address your complaint and greatly appreciate and value your membership.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor
  Cc:  BBB,
  Brian H*********, VP of Risk Lending

  Customer response

  01/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  **** *******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We used Blue Federal Credit Union for our new used car loan. This loan closed in March and Blue Federal Credit Union has lost our title. The car cannot be driven in 14 days due to temp registration expired. Noone calls us back and we have been to the DMV and they say they are waiting for Blue Fed CU. This is unexceptable service. ******* ******** ** ************ does not call back either.

  

  Business response

  10/04/2022

  
  October 4, 2022
  
  ***** ****** **** ******** ***** **** ********** ** *****
  
  RE: BBB Case No. ********
  
  Dear Ms. ******,
  
  This letter is in response to your complaint to the Better Business Bureau (BBB) regarding case number ********.  Your complaint regarding your vehicle title is addressed below.
  
  The complaint stated you closed on your vehicle loan in March and Blue Federal Credit Union (BFCU) lost your title, which according to the complaint has caused delays in the ability to drive the vehicle as it could not be registered. Further, the complaint states BFCU did not follow up with you regarding the delays.
  
  Management has reviewed the history and communication between you and BFCU.  Management has identified areas of improvement that have been implemented or will be implemented in the future.
  
  Area of Improvement #1:
  Management has implemented training for staff within the Title Department to utilize BFCUs member relationship management program to document interaction with members.  This implementation means any employee within the Title Department can assist members who call with questions in the event an employee is not available.  This program can also document any issues, such as the ones you experienced with the ********** Department of Motor Vehicles rejecting title processing for lack of payment for fees or lack of smog certification.
  
  Area of Improvement #2:
  The complaint stated BFCU employees did not follow up with you regarding the title issues.
  Management reviewed the circumstances and agreed follow up to you regarding the title issues was not conducted continuously or timely.  Employees have been coached on the importance of following up when there is an issue with title work.  The coaching of employees and enhanced training for employees utilizing BFCUs member relationship program should prevent the circumstances you experienced from occurring in the future.
  
  Stated Resolution, per complaint:
  The resolution in the complaint states you wanted the title issued resolved. The Title and Mortgage Lien Manager has been in contact with you regarding the status of your title.  The manager has overnighted a check to cover fees that was delivered October 3, 2022.  Confirmation of receiving the check was confirmed by the Manager via a phone call. 
  
  Further, the Manager will be available October 6, 2022 during the appointment between you and the ********** Department of Motor Vehicles in case there are any additional issues with the title.
  
  BFCU understands how frustrating it can be for our members when processes seem to take forever. We find that this can occasionally occur when dealing with a "third party" which has been the case for you.  Although it doesn't make the process any easier for you, we want to thank you for your patience, and for making us aware of your frustration.  In addition, procedures have been implemented to streamline the process and avoid similar situations in the future.
  
  Upon conclusion of our inquiry into the complaint we have not found Blue Federal Credit Union acted contrary to any regulation(s), policies, or procedures.  We have found areas of improvement and appreciate the opportunity to address this complaint.  If you have any further concerns, please contact us at 800-********.
  
  Sincerely,
  Shannon E****
  Senior Internal Auditor
  Cc:  BBB
  Melissa M****, VP of Loan Operations
  Rebecca T*********, VP of Risk
  
  
  

*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. ↩