ComplaintsforHeritage Financial Credit Union

• Initial Complaint

  10/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a car loan from 4/17-4/24. I had skip-a-payments I only remember 6, they say 8, but no proof. That would add 8 payments onto the end of the loan, that's what I was told. That being said, the last payment would be December 2024. They refuse to provide a record of my payments nor an adjustment. December should be my last payment and they have me paying 5 more months! I keep being given the run around about my account. This isn't right and needs to be made right.

  Business response

  10/23/2024

  Thank you for reaching out.  We understand you are concerned regarding the number of remaining payments on your car loan.
  
  We have conducted a full review of the account and would like to communicate the details to ensure accuracy and the understanding of the loan transactions.
  
  We will reach out to you, however, please feel free to contact us directly.
  
  Were here to assist you and ensure everything is accurately reflected on your loan account.
  
  Respectfully,
  
  ***** ***

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Heritage Financial Credit Union company has been giving me hardship to completing my automatic withdrawal payments online even after re-signing a form that allows the withdrawal come out directly from my ******* account! I have a debt consolidation loan that needs to be paid $398.16 monthly and the customer service does not process on time and causing me to have a delay on payments! Im now backed up 2 months and nothing is being processed even after I request for help numerous times.

  Business response

  08/30/2024

  Thank you for reaching out with the concerns related to your recent online banking experience and your loan payments. 
  
  I understand that there has been direct communication with our ************************* and successful solutions have been outlined for your pre-authorized loan payments. 
  
  Please be assured that the service details you communicated related to your experience have been presented to the appropriate staff for coaching and training. 
  
  Respectfully,
  
  **************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2024 I was never given all my options for my auto loans insurance by ***************************, then when I signed and agreed to pay a certain amount monthly on my car loan $696.29 This amount increased to $742.09 and is not the amount I originally agreed to pay at signing for my loan. I'm still waiting to find out if this can be adjusted and corrected at any point during the life of my loan. After the original loan officer *************************** failed to disclose all my options and decided to select an insurance plan for me without me knowing all the other plans costs or benefits. Then when I was told this could be corrected and added to the end of my loan it was added to my monthly payments making it higher than what I agreed to pay monthly for my loan. I've had Meetings with regional managers ***** and ********************* on 7.23.24 and 7.26.24 and have not heard back from them since.

  Business response

  08/27/2024

  Hello,

  Thank you for reaching out with your concerns related to your loan experience. 
  
  Please be assured that the service details you communicated related to your experience have been presented to the appropriate staff for coaching and training. 
  
  We have reached out to you directly to review a potential solution to your concerns and look forward to hearing back from you.
  
  Respectfully,
  
  **************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not pick up the phone or call back if you leave a message. You are always Number 79 in the que.After waiting 38 minutes, I am now number 48! There are no executive office contact numbers.They allowed a $920.00 withdrawal from my sons account from the pension system that my son isn't even part of and they are not paying him back. The pension system has advised me that it was absolutely a mistake on the banks part.

  Customer response

  06/05/2024

  The Desired outcome is to return my sons $920 ! And to file a complaint that this bank illegally authorized a withdrawal from my sons account. Nobody should be able/authorized to just take money out from an account that is not theirs! This is criminal. And also for the bank to refund him any overdraft fees that incurred because of this. 

  Business response

  06/19/2024

  Hello,
  
  Thank you for reaching out to us regarding the concern on an account. 
  
  To maintain the privacy of members accounts,  we are not able to provide information when there is not documented authorization from an account holder.   Account resolutions are provided directly to the individual account holder.
  
  Please accept our apology for the hold time you experienced when reaching out to the Credit Union.
  
  Respectfully,
  
  **************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im not liable for this debt with HUDSON FINANCIAL C i do not have a contract with them. They did not provide me with with the original contract as requested.

  Business response

  09/13/2023

  ********* *** **** ****** ******** ******* ******** ********** ******* ******** *** ********* ******** ** ********
  Dear Member,

  
  We are in receipt of your communication from the Better Business Bureau portal dated September 1, 2023.

  
  Attempts to contact you at the number provided have been unsuccessful and we have not been able to reach you.

  
  An information request in regards to the billing or collections issue is forthcoming under separate cover and will be mailed to the address noted in the records.
  Thank you for conveying your concerns.

  
  Heritage Financial Credit Union
  Collections Department **************  ****

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This was not an authorized account created by me & is dragging my credit score down I ask for this to please be removed from my credit report 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  09/29/2023

  Thank you for the additional communication on the portal.

  There have been several attempts to reach you at the number provided and we are not able to leave a voicemail.  We did communicate a response to you by certified mail on September 14th to request you reach out to us, so we may address your concern.  

  Please reach out to the ********************** at **************  **** at your earliest convenience so we may assist you.

   

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HERITAGE FINANCIAL CREDIT UNION IS REPORTING AN ALLEGED DEBT TO ALL CREDIT REPORTING AGENCIES WITHOUT MY CONSENT OR VALIDATING THE ALLEGED DEBT. I HAVE REQUESTED SEVERAL TIMES FOR HFCU TO PROVIDE ME WITH DISCLOSURES, PURCHASE AGREEMENTS, AND ORIGINAL CONTRACTS SINCE 02/2022. THIS COMPANY IS IN VIOLATION OF FCRA AND FDCPA 15 USC 1692G. DEMANDING ALL REPORTING TO ANY AND ALL CREDIT REPORTING AGENCIES IMMEDIATELY.

  Customer response

  07/31/2023

  HERITAGE FINANCIAL CREDIT UNION IS IN VIOLATION OF FCRA AND FDCPA LAW 15 USC **** G. 

  Business response

  08/11/2023

  ****** *** **** ****** ******** ******* ******** ********** ******* ******** ***  ********* ******** ** ********
  Dear Member,

  We appreciate the communication regarding your concern surrounding credit bureau reporting and the validation of the debt obligations. 

  Your correspondence has been reviewed along with your membership and accounts with Heritage Financial Credit Union.  Our records indicate that the debt obligations were validated in July 2022 and itemized bills were provided at your request.  In addition,correspondence was mailed to your attention on June 27, 2023 to acknowledge the debt and the obligation of repayment. Your debt with the Credit Union has been found to be valid.
  

  Additional documents, as requested in the letter dated 7/30/23 will be sent certified mail to your attention at the address noted in the correspondence.

  Please reach out to the ********************** should you have additional information to be considered on the account. 
  
  Heritage Financial Credit Union
  ********************** ********************

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I AM NOT REQUESTING, I AM DEMANDING ALL CREDIT REPORTING TO ANY AND ALL AGENCIES UNTIL THIS MATTER HAS BEEN INVESTIGATED BY *** TROOPERS. A POLICE REPORT, FTC REPORT AND CFPB COMPLAINT HAVE BEEN FILE IN REGARDS TO THESE ACCOUNTS. SEE ATTACHED DOCUMENTATION. THESES FILE HAVE BEEN ON RECORD SINCE 01/2023.

  I HAVE ALSO SENT THESE DOCUMENTS VIA CERTIFIED MAIL. PLEASE STAND BY TO RECEIVE THOSE. 

  AGAIN. PLEASE STOP ALL ACCOUNT REPORTING TO ANY AND ALL CREDIT REPORTING AGENCIES IMMEDIATELY UNTIL THIS MATTER IS RESOLVED AND INVESTIGATED.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  08/18/2023

  ****** *** **** ****** ******** ******* ******** ********** ******* ******** ***  ********* ******** ** ********
  Dear Member,

  We are in receipt of your additional communication in reference to our August 11th response.

  The concerns conveyed in your dispute are addressed in correspondence forthcoming under separate cover ************. The response will be delivered, certified mail, to the address reflected in your letter.

  Thank you for conveying your concerns.
  

  Heritage Financial Credit Union
  

  Collections Department **************  ****

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I usually use my ********** account to paid my bills and thats what I did to make my car payment with Heritage Financial Credit Union. I have been making my payments on time every month with no problem. They kept sending letters telling me that I was late with my payments even though the money was being taken out of my account on time.was being taken out of my account on time. But the letter also stated that if I sent my my payment to disregard this letter . I sent them the January payment on time. I get a letter telling me they never received the payment a month later and that I also owe $35.00 for late fee. I call Heritage Financial Credit Union and they kept telling me they never receive the January payment. So I called my ********** and they stated they sent them the payment. I finally got frustrated and told ***** to cancel the transaction and I mailed them a personal check which they received a few days later. I then found out that Heritage Financial Credit Union notified the credit department about me missing the payment and now my credit score went down dramatically because of this misunderstanding. Now I have something on my credit report that shouldnt be there. Heritage Financial Credit Union stated they sent me 4 notices when they only send me 1 and as soon I received the notice I responded. I dont think that what they did was correct . I have never had a problem paying my bills and I had a excellent credit history until Heritage Financial Credit Union did this.

  Business response

  03/21/2023

  ***** *** **** ****** ******** ******* ******** ********** ******* ******** ***  ********* ******** ** ********
  
  Dear Member,

  
  We appreciate the communication regarding your concern of a late payment on your loan. We have reviewed the history on your account and the activity confirms the past-due payment.

  
  Our records indicate that you established online bill pay at another financial institution for the monthly payments and show that we did not receive the check intended for the January payment. Once we received the payment intended for ******** the late fee was waived as a courtesy due to the disruption in the transfer of the check between your bill payment provider and our receipt of the item.

  
  Please reach out should you have additional information to be considered on the account. You may also submit a dispute directly through the credit reporting agencies and we will review and reply appropriately.
  
  Heritage Financial Credit Union

  Business response

  04/10/2023

  Dear Member,
  
  Thank you for connecting with our credit union team and reaching a mutually positive solution. 
  
  Please reach out to us directly should you have any further questions.
  
  Respectfully,
  
  Heritage Financial Credit Union

  Customer response

  04/11/2023

  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 and the matter has been resolved.
  
  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. ↩