ComplaintsforArsenal Credit Union

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Arsenal Credit Union has reported me late two months on my auto loan. I have made all payments with proof. This is unacceptable when payments are being made to them in person.

  Business response

  08/22/2024

  I spoke to **** and his wife **** on 8/20/2024. I reviewed the history of payments and when the account went 30 days late with them. They said that Noahs mom had been making the payments.They were going to get ahold of her to find out what was going on. **** called me back on 8/21/2024 and said that they will be taking over making payments again and that she will make the August 14th payment on this Friday the 23rd. She said this will bring them current and they will keep it that way going forward.
  
  Here is the payment history that I reviewed with them. They completed January 14th payment on 1/29/24. They paid the February 14th payment on 3/1/2024.They paid the March 14th payment on 4/1/2024. They paid the April 14th payment on 5/26/2024. (First 30 day late) They paid May 14 payment on 5/26/2024. They paid June 14th payment on 7/29/2024(2nd 30 day late). They paid July 14th payment on 8/9/2024. They have made a promise to pay the August 14th payment on 8/23/2024.
  
  They understand that they were 30 days late twice and are now going to make the payments themselves. This complaint should be resolved. If you require any further documentation, please let us know.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began my loan with Arsenal Credit Union on June 20, 2022. The loan started out at $20,052.20. My loan is currently $22,783.16 as of my last payment on 8/6/24. I have been making monthly payments sometimes twice a month varying from $250-$410 monthly. I have never missed a payment since I began the loan. I had to have insurance to drive off the *************** lot located in ********, **. I have USAA and have provided this information to Arsenal on at least 3 occasions. On 12/27/22 and 8/16/23 an ADD ON INSURANCE charge in the amounts of $3,132.00 and $3,162 was added onto my car loan. As stated I DO AND HAVE ALWAYS HAD CAR INSURANCE. I have called them several times and they have not removed these charges off my loan. When I called the collections number on 8/6/24 and 8/7/24 both days I was told the system is down. These charges need to be removed off my loan. I have a full print out of all the payments that I have made towards my loan and with these add on charges my loan went for $18,946.31 on 12/23/22 to increasing twice because of these "LOAN ANDVANCE INSURANCE CPI ADD ON" taking my loan to $24,000.12. After all the payments I made my loan should be at approximately $12,652.31. I am asking to have these fraudulent charges removed from my loan as well as having my loan refinanced.

  Business response

  08/13/2024

  To Whom It May ******************************************* Arsenal Credit Union's Collection Manager, spoke with *********************** about the claim submitted to the BBB.  The proof of insurance that was needed to satisfy the validation of coverage was sent by USAA to the incorrect address.  *** was able to correct this information of the lienholder address/contact and upload it to our 3rd party ************* coverage.  There will be a refund of this applied insurance within the next few weeks.  *** stated that ***** was in agreement with this solution, and they ended the call on a good note.  

  If **************** has any further concerns; she is welcomed to contact *** directly at ************.

  Thank you,

  ***************************************

  Customer response

  08/14/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have banked with Arsenal credit union for over 20 years. I have had multiple loans and recently I had a $10,000 credit limit on a credit card. They changed their online banking at the beginning of the year I have always had automatic payments taken out for my credit card. Without me knowing they stopped doing automatic payments. I fell behind by two payments In an effort to catch up, I started making biweekly payments. Not only could I not do it automatically, but I had to make two separate transfers one from my bank to their bank, and then a separate one from their bank to the credit card. The whole process to make a payment for my credit card took about five days. as I was trying to get caught up with biweekly payments, they reported To my credit. My credit score dropped 100 points. After speaking with them, multiple times I was told that they were working on this issue yet, This tipped off a financial domino effect for me. A week or so later they closed my card even though I was still making biweekly payments. In the end, I lost 100 points on my score, another credit card took away $10,000 in credit, Arsenal took away $10,000 in my credit, and now my credit score caused my insurance for my car to go up. this caused me so much trouble! A single mom working two jobs trying to keep my credit and financial situation tiptop Arsenal has made it absolutely impossible to do that.

  Business response

  07/18/2024

  ******************* is correct, after our upgrade on January 23, 2024, automatic credit card payments were no longer supported in the same manner previously offered.  However, there are many other ways that credit card payments can be made, including automatic payments.  Upon review, it appears ******************* did not contact Arsenal Credit Union for assistance with her credit card until May 31, 2024, however during the time frame between January and May,Arsenal attempted to contact her multiple times by phone and mail regarding her credit card with no success.  Upon review of her credit card history, this is not the first time that ******************** has been delinquent on her card and therefore we do not believe that her situation arises from our online banking upgrade.  The change in available payment options impacted every cardholder of Arsenal Credit Union and we were happy to support ******************** through this and provide alternative payment options, should she have contacted us.
  
  We attempted to contact ******************** this week to discuss her complaint with the Better Business Bureau and offer alternative payment options and assistance with her credit card.  Two voicemails were left for ******************** with no return call. We texted ******************** and she responded, stating she did not need to talk to anyone.  When we further explained that we were attempting to discuss her complaint with the Better Business Bureau, ******************** stopped responding.  We texted her one additional time to further offer assistance and additional options, but she did not respond.  Despite the required response deadline of the Better Business Bureau complaint, Arsenal Credit Union is, and will remain, happy to assist with alternative payment options that are still available to ********************, whenever she is available to discuss. ******************** is a valued member and cardholder of Arsenal Credit Union, and we thank her for membership with us.

  Customer response

  07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I do not agree with everything Arsenal Credit Union stated , but I do not wish to further drag this out. They have not been of any assistance to me whatsoever until I made this complaint. I had spoken to them multiple times before, made a payment plan, started making biweekly payments and they still dropped my credit score 100 points and closed my card all within days. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Arsenal Credit Union charged off a debt for an unpaid car loan but failed to issue me 1099 C to file on my taxes. On January 24, 2023 Arsenal Credit Union also added an extra $1728 CPI add on to the balance owed(10,433.47) on the car for falsely claiming that I didn't have car insurance

  Business response

  12/01/2023

  ******************** emailed Arsenal Credit Union in November inquiring about a 1099C for her loan that was charged off. We responded to her that we do not issue 1099 C and if she had any further questions she could reach out to our attorney office and we gave her the names and email addresses and phone number to whom she could speak to. She did not pay her debt in full, and we are actively still trying to collect her debt.
  
  As to her Collateral Protection Insurance(CPI) that was added to her loan. Arsenal Credit Union received a cancellation notice from State Farm that her full coverage insurance was being cancelled as of 10/11/22. We sent ******************** several letters and an email specifically asking for proof of her full coverage insurance. She has never given us the required proof of insurance, so she was placed with CPI. We did receive a small refund when we charged her account off. Since she provided that ***** was her insurance carrier in this complaint we were able to go to their website and obtain her prior coverage. I did send this in to get some additional refund. This policy was only good for 11/24/2022 to 5/24/2023. She had a month lapse in coverage from 10/11/22 to 11/24/22. I have attached her cancellation from State Farm, the letters and email that were sent requesting her proof of insurance, the insurance we were able to get from Geicos website,and her history showing the small refund that we received.

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have received an email about a loan taking out in my name. I have never takin a loan or talked with anyone at Arsenal. Someone is commiting fraud. I have recently had money stolen from my account with a different card service. At every step everyone is failing to keep my money safe. Y'all need to do more to prevent fraud cause apparently you don't care.

  Business response

  06/06/2023

  To Whom It May Concern,

  We believe we have found the reason why Mr. ******** is receiving these emails in error, but we will need to confirm some information.  We have been provided an email address for an account that may have been miscommunicated to us.  We have left a message for Mr. ******** to contact us at ###-###-####; please ask for *****.

  Hopefully we can resolve this issue as quickly as possible.

  Thank you,

  ***** **********

• Initial Complaint

  04/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 2/26 I went into the Arsenal Credit Union Branch in North ********* County to report my bank card lost on my PRIMARY acct. (I also have a joint acct). I was issued a new card by the branch manager (**** H). In March, I looked at the statement of my ***** acct. & it was Negative $700 dollars & the card was rarely used.On 3/29, I met with the branch manager to review the acct. I was told the fees were from purchases and overdraft fees. But the banks mobile app for the PRIMARY acct was showing a Positive balance. The Joint acct contd to have more negative charges. I told the manager I didnt understand how it happened but being a responsible adult, I made arrangements to pay the overdraft fees on the ***** acct & requested (for the second time) to merge the accounts to have access to both on the Mobile App. The following days, I made another purchase from the PRIMARY account which had a positive balance & looked at the transaction on my app. There were more charges on the ***** acct.. It was then that I realized the manager replaced the card to my ***** acct & not the PRIMARY account which I had reported the card lost.On 4/2, I met with manager to inform him he replaced the card to the wrong account. He would not admit to his mistake & insisted it was MY fault. He offered to wave a few charges but not all. I was highly upset & called customer service in attempt to resolve the issue. I spoke to (Kaylee ** who said she did feel comfortable giving me her full name but noted the card on my PRIMARY acct. was ***** canceled after I reported it lost (another error that could have cost me)I later received a call from manager stating they would wave one month of my payment plan agreement but I was responsible for all the negative charges that were the result of an Error the Branch Manager made.This was not a fair resolution to the problem but I continue to make payments so that it will not impact my credit and ***** bank with them again.

  Business response

  05/02/2022

  May 2, 2022

  Better Business Bureau 

  Serving Eastern *********************** ********

  211 **********, Suite 2060

  *********, ** 63102

  To **************** and Whom It May ******* at the BBB,

  Please accept our sincere apology for the inconvenience you have experienced relating to your checking account. 

  At Arsenal Credit Union, we take pride in ensuring our members' satisfaction, and after investigating the issue you brought to our attention, we fell short of fulfilling that obligation.  Upon review of the situation, we narrowed it to a misunderstanding and we apologize.  I have contacted **************** about her concerns, and resolved the issue in question.  If **************** has any other questions or concerns about the solution offered, she has my direct contact information if needed.

   

  Sincerely,

  ***************************************

  SVP

  Customer response

  05/03/2022

  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.
  
  Sincerely,
  
  *****************************

*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. ↩