ComplaintsforFinancial Partners Credit Union

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt as I do not have a contract with FIN PART CU Additionally, they have failed to provide me with the original application as requested.

  Business response

  03/14/2024

  March 13, 2024
  
  Dear **************************,
  
  This letter is in response to your complaint filed with the Better Business Bureau on March 9, 2024, regarding the above-referenced loan.
  
  Thank you for the opportunity to address your concerns.  Based on your assertion that the debt is not yours, we investigated for evidence of account fraud.  We reviewed the following documents, but found no indication of fraudulent activity:
  
  1) Copy of your ********** DL
  2) Copy of your signed Social Security Card
  3) Confirmed loan application
  4) Confirmed membership
  5) Loan and Security Agreements signed
  6) Confirmed funds disbursed into account XXX
  
  On March 9, 2024, we received an electronic dispute from Experian via E-***** stating, Identity Theft. Based on the above-referenced documents, we confirmed the debt as reported accurately.
  
  If you have additional documentation to authenticate your claim of fraud, please contact the ************************** at ********************** or me directly at ************.
  
  Sincerely,
  
  ***********************
  Manager,Loan Resolutions

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/18/23 I logged into my online banking account, and I sent Financial Partners Credit Union a Credit Card Closure Request via their message center. I have a Share Secured Credit Card with them, and they are holding $1,700 on my savings account to have that credit card. I requested for them to close out this credit card that is currently at a zero balance since I have no use for it anymore, and to release my funds of $1,700 in my savings account. When I sent them the request through their message center, I also attached a signed letter with my request, since one of their employees in their branch told me to do that. I followed up on 3/21/23 with another message since I had not heard back from them. I then got a message back that day from someone named *********************************** saying that I need to call their 800# in order to close out my credit card. I know this is not true because I had already tried calling to close it last month, and that's when the branch employee told me that I needed to write a letter with my request, and sign it. I've also had a previous credit card in the past that I closed out with a written request, and they closed it out and released my funds at that time, without requiring me to call them. I then messaged ****** back asking her if the credit union was refusing to close my credit card, and release my funds at my request, and if so, that I would report them to the BBB and seek legal action. Instead of her answering me back, I tried logging back into my account on 3/22/23 and I see that they had disabled my online banking account. I feel that Financial Partners Credit Union is doing something illegal by disabling my online account and not following through with my request to close out my credit card, and release my $1,700 that are on hold. I am attaching screenshots of my messages with Financial Partners Credit Union, and proof of my $1,700 they are holding in my savings. I just want my credit card closed and my $1,700 to be released.

  Business response

  04/03/2023

  Dear ****************:
  
  This letter is in response to your Better Business Bureau (BBB) review dated March 23, 2023.
  
  Due to unusual activity on your account, Financial Partners Credit Union is unable to resolve this concern until we speak with you directly.  We have attempted to reach you via telephone,certified mail, and email but have been unable to reach you.  Please contact us directly at ********************** so that we can resolve this matter.
  
  ****************, as a member owned financial institution, your satisfaction and the security of your accounts are our primary goal.  If you have any questions or need additional assistance, please contact me directly at ************.
  
  Sincerely,
  
  
  *******************************
  Vice ********** **** Servicing

  Customer response

  04/03/2023

   
  Complaint: 19639029
  
  I am rejecting this response because:

  Financial Partners Credit Union is lying about any unusual activity happening on my credit card account. The account is at a zero balance right now. Its been paid off since 2/11/23, and no other transactions have been posted to that account. FPCU just wants to continue holding my $1,700 that theyve pledged on my savings account, and they are refusing to close out my credit card per my written request. Ive already spoken to one of their representatives on the phone, and also in the branch, and they still wont follow through with my request. This is a terrible credit union to do business with. They definitely dont care about their members. 
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2023

  ****************, we are just as eager to resolve your concerns as soon as possible.  However, as previously stated, due to unusual activity on your account we are unable to resolve your concerns until we talk with you.  Please call us at ************ and ask for *****************************, Vice ********** **** Servicing so she can assist you with your credit card account.

  Customer response

  04/14/2023

   
  Complaint: 19639029
  
  I am rejecting this response because:

  On 4/12/23, I returned a phone call to **** from the loan resolution department at FPCU. He asked me several questions to verify my identity and I answered all his questions. He was assisting me, and was about to follow through with my request when he placed me on hold for a while.  He then came back on the line and told me that I needed to speak to someone named ****** from his risk department. ****** was very rude and made me feel like I was some kind of *****, when all I want them to do is close my credit card and release my pledged $1,700. ****** started unnecessarily interrogating me and asking me more identity questions, which made me feel mistreated since **** had already verified my identity with the questions he asked me. ****** then told me that she was not going to release my funds because she didnt feel comfortable. She then said she wanted me to drive to a branch and be there in person in order for her to release my funds. The closest FPCU to my home is over 65 miles away. I dont have a car at the moment, and I am not employed at the moment as well. She is ridiculous for asking me to go to a branch when she could have easily taken care of my request while I was on the phone with her. Between speaking to **** and ******, I was on the phone with them for 30 minutes. ****** told me that there were transactions done on my account that I didnt authorize, but she wouldnt tell me what the transactions were. She is lying because before my online banking access was blocked, I didnt see any unauthorized transactions on my accounts. ****** is making it very difficult for me to get my funds back. I asked her if I can talk to someone above her, since she clearly did not want to help me. She then asked me for the phone number that someone can contact me at, and I gave it to her. I still have not heard back from anyone at FPCU. I previously had a credit card that I had closed in the past and all I had to do is write a letter with my request, and everything was taken care of. *** theyve gone from asking me to write a letter, to call them and speak to them, and now to figure out a way to get to a branch that is over 65 miles away from my home. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been charged ********* fees on my account that are not correct by FINANCIAL ******** CREDIT UNION! I was charged 14 overdraft fees in a two day period. Transactions where money was in the account to cover. I have ignored overdraft fees that have been coming out of my account for months on transactions where again there are funds in the account. This is ******* and this business is ******** from their customers. I called to this resolved I was met with bad customer service telling me no nothing will be reversed staying this is not our fault. I spoke with ******* and a supervisor names ******, who in turn transferred me to ****** ******* voicemail. This bank charged my account over **** I am a single mother that works for the department of Veterans Administration trying to keep food on the table for my kids. I can not afford to lose ***** My check is direct deposited into this account so now I'm out **** dollars and they don't care. I will be closing this account and placing a complaint because I know this is not legal.

  Business response

  11/23/2022

  Business Response /* (1000, 8, 2022/11/23) */ Thank you for the opportunity to address your concerns. In reviewing your account, it appears you *** have been relying on your "actual balance" vs. your "available balance" when conducting transactions. Your "actual balance" is the amount of money in your account at any given time, but not all funds included in the actual balance are considered available for transactions. The actual balance will not reflect authorized debit card purchases, holds, or deposits made on your account that have not yet been posted. Your "available balance" is the amount of money in your account that is available to use without incurring overdraft or NSF fees. The available balance considers factors such as holds placed on deposits and pending debit card purchases, etc. that the Credit Union has authorized but that have not yet been posted to your account. You conducted additional transactions in excess of your available balance, and because you had opted into Overdraft Protection, these debit card purchases were posted and incurred overdraft fees in compliance with the Account and Fee Disclosure Schedule. **. ******, as a member-owned financial institution, we pride ourselves on the level of service we provide. We are disappointed that you chose to close your membership. Financial Partners offers several solutions to help you manage your money and avoid fees. If I can assist you with any other questions regarding your account, please feel free to contact me at ************* Consumer Response /* (3000, 10, 2022/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please show proof I opted in for overdraft protection. This service was automatically added to my account. There is no good reason why my account was charged all of the fees your bank charged. This is concerning, I will not end this dispute. Your bank has charged my account for months for fees that should not have been charged. Business Response /* (4000, 19, 2022/12/12) */ Our records indicate that you elected to enroll in overdraft protection on March 6, 2020, when you applied for membership using our online membership application. Subsequently, on March 7, 2020, a confirmation letter was mailed to the address of record regarding the election of overdraft protection on the newly established membership. We understand that the recent use of the overdraft protection, and the associated fees, may have caused a hardship financially. As we strive to partner with our members to help them achieve financial success, we have issued a full refund for 14 fees, totaling $406, in an effort to alleviate any stress resulting from the fee assessment. Because you have decided to close your membership with the credit union, a check has been mailed to the address of record at the time of account closure. Consumer Response /* (2000, 21, 2022/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have refunded some of my money. The matter in my opinion is closed. I don't want anything further dealings with this institution.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SEE ATTACHED DOCUMENT

  Business response

  06/07/2022

  Thank you for allowing us the opportunity to respond to your correspondence with the Better Business Bureau regarding unauthorized activity in your Financial Partners Credit Union checking account. In response, we performed a review of your account history and prior interactions with Credit Union staff. **************, as a member-owned financial institution, we pride ourselves on the level of service we provide. We offer a digital banking app equipped with convenient tools to assist you in monitoring your account to avoid fees in the future. If you would like assistance enrolling in the digital banking app, or if you have questions regarding your account, please feel free to contact us.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a PrePaid Credit Card account with this Credit ****** I've had it for several years. I've never been behind on a payment. It's only **** *** prepaid and it's mainly for emergencies only and one payment to ****** monthly. The last payment I made was Nov XX XXXX and it was for the full payment owed and my balance said zero since and still does. Not until I click pay now do I see it shows $0.01, but why would I click pay now if my balance shows $0.00 on the balance on the home page and via estatements. I need this 1 cent waived and the deragotory **** on my credit, over one cent, removed. I spoke to ******* in **************** on **** and she said she would remove my negative **** AND waive the one cent but it is still in my account. I want to receive a letter stating they have made a mistake and that this will be taken care of ASAP. I want them to make sure my credit score goes up. I was at **** and now at **** I've been working on my credit for over 6 years to have it dropped by this poor excuse of a Credit Union. I will be closing this credit card account and have the **** *********** into my savings, and then I will be shutting down my savings as well in due time. My credit score ********* over *** pts because of their system and lack of service. I was asked to remove myself from estatements being that they're not accurate at all and I'm still currently under estatements. They don't handle service well at all.

  Business response

  06/24/2022

  Business Response /* (1000, 5, 2022/02/23) */ This was an oversight on our part. We have contacted the consumer to address their concerns, as well as sent a correction to the credit bureaus. Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They did remove my deragotory mark but I lost 123 pts because of this mistake. They only increased my score by 76. That's still a 47 pt difference. I was looking into getting a midsize pick up truck from ****** when this occurred. The difference in credit points will cost me in interest. I need them to contact them again and fix this for me. I placed another claim with TransUnion because of this carelessness. Consumer Response /* (-5, 8, 2022/02/25) */ ***Document Attached*** This is why I monitor my credit, bills, and accounts very well. So I can purchase things I need. I was looking into a new vehicle and FPCU damaged my credit. Business Response /* (4000, 17, 2022/06/09) */ On 2/28/22, the Director of Loan Resolution spoke with the consumer and offered to review his credit report with him. The consumer preferred to reach out to ******** directly to request a copy of his credit report on his own. We have not heard back from the consumer.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have being trying to resolve this issue with the lender for several months now. I had lender placed insurance placed on my loan due to my insurance lapsing. I have had insurance since July and have provided this proof to them numerous times. They refuse to take the lender place insurance of my loan and state it is policy that I have this insurance until it has been a year. My car payment has gone up ************* I am a disabled veteran ********** to take care of my 3 children and this is making it extremely difficult to do so. Now one day before ************ they want to threaten to repo my car when I have done nothing but try to work with him. Having a representative tell me too bad if you can't pay it we're going to take it from you. My credit has been affected because I'm unable to keep up on these high payments. This needs to be resolved immediately.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/08) */ We made every effort to contact the consumer to resolve the insurance lapse. On March 23rd, to protect the vehicle and remain in compliance with the Financial Partners Credit Union loan agreement, Financial Partners purchased a collateral protection insurance certificate at the consumer's expense. The 6-month policy totaled approximately $*****. As a courtesy, we spread the cost of the insurance premium over a 12-month period and on April 13, 2021, the consumer's monthly payments were increased to repay the cost of the insurance. Once the consumer has repaid the amount of the insurance policy (either through monthly payments or by paying the premium in full), the consumer's monthly payment amount will return to its original monthly loan amount.

*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. ↩