ComplaintsforRogue Credit Union

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid my debt and they have not taken the account off my ********************** report

  Business response

  10/04/2023

  Good afternoon,

  The complaint submitted by ********************* against Rogue Credit Union was researched. Attached is our detailed response. 

  Please let us know if you have any questions.

  Thank you,

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An international wire transfer of $8,900 USD was sent on July 10th 2023. This amount was debited from our account and then redeposited into our account on the same day.This was wire number *****. Another wire transfer for the same amount was debited later on the same day July 10th 2023. This second wire number *****. We did not sign off on this wire transfer number. We did not get to review the beneficiary or account number to verify if all of the information was correct. We still have not been provided with this information. It has now been 4 weeks since this sum was debited from our account. The document we have states it could take up to 2 weeks to arrive into a foreign account. We have now requested the wire be cancelled since there has obviously been a mistake. This is not the first time rogue has made mistakes with our wire transfers. Two weeks prior this same transaction was attempted and the money was sent back to our account- because it was sent in the wrong currency. So we are on the 3rd attempt and everyone we have spoken with has mentioned we might not get our full amount back. I don't want this to become a legal issue. But it is certainly looking like it is headed in that direction..

  Business response

  08/22/2023

  Good afternoon,
  
  The complaint submitted by *************************** against Rogue Credit Union was researched. Attached is our detailed response.
  
  Please let me know if you have any questions.
  
  Thank you,

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint occurred in the Ashland St. address Rogue Credit Union.Around July 1, 2023 I received a threatening letter from Rogue Credit Union in **********, ***** explaining if I didn't show proof of insurance, the credit union would purchase 6 months of insurance for $6845.00, and add this amount to my loan. I brought all my insurance papers to *** on Ashland St. An employee faxed the info to the fax # on the letter, and I thought all was well.August 3, 2023 I received another letter from *** in ***** explaining much the same. The same employee I met with in July said they needed an "Insurance Binder" sent. I have no idea what this is. She explained it comes from the insurance company. I called Connect, my insurance company on speaker phone, an insurance binder was sent, again I thought all was well. Friday August 4, 2023 I started receiving emails from **********, ***** requesting insurance info. My proof of insurance was sent July 1st? Back to ***. I met with ************** and explained my problem. When I said the ********** office keeps asking for proof of insurance, ***** said there isn't a *** office in **********. I showed her the email with ********** address, and then she said, they are a "Third party" of ***? Either the *** in ********** ***** was unable to open the file, and had to be sent again, which meant I again had to call my insurance company.As a cost cutting measure I trust, *** outsources insurance problems to this ********** office, they use the *** letterhead, and send threatening letters to *** customers, then the *** customers have to do the leg work as unpaid volunteers to fix a problem that should and could be taken care of in the office where I processed my loan. One phone call from the Ashland St. address, would have remedied this entire problem.I made a very poor showing of myself in the office, and I apologize to the staff. I get highly stressed around computers for lack of skill. *** needs a more respectful manner!!

  Business response

  08/14/2023

  Good morning, 

  The complaint submitted by ********************* against Rogue Credit Union was researched. Attached is our detailed response. 

  Please let me know if you have any questions. 

  Thank you!

  Customer response

  08/15/2023

   
  Complaint: 20426161
  
  I am rejecting this response because:

  ***, (Rogue Credit Union) created an automated, third party business in **********, *****, to send out threatening letters, with the *** letterhead to give the appearance it's ***, with apparent guidelines and rules only they know.

  The two letters sent weren't clear in the information requested,  (said proof of insurance, wanted insurance bunder) just threatening in nature. The first employee I spoke with admitted she did not know what the ********** office wanted, and the second employee was unaware *** had an office in **********, ***** until I showed her my email. She then said it was a "third party" office. 

  For a "community" based credit union to create an out of state, automated processing center, nameless, no way of calling, only confuses the process to the point of having to go to the local *** office to find out how to deal with this problem. Which begs the question, why not have a local *** employee call or email and resolve this problem with one call. I have spent three stressful hours, prior to the BBB complaint thinking *** was coming after my vehicle, or if I was involved in an accident *** use some rule only known to them to not involve themselves on my behalf. 

  How this is serving the community is beyond me.

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

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of the credit union since 2016. I have maintained a savings account that serves as my emergency fund with them with no issue. This year they began charging me a $5 monthly fee for the account being "inactive". It's a savings account. Why would it need to be "active" unless I need to withdraw funds for an emergency? I was never charged this fee until this year. By the time I figured out what was going on I've already been ripped off by the credit union for $25. That's $25 that won't be available if I need a sudden car repair. I'm closing my account with them and moving what's left of my emergency fund elsewhere. Such a shame! They used to be a great credit union.

  Business response

  08/14/2023

  Good afternoon,
  
  The complaint submitted by ***************************** against Rogue Credit Union was researched. Attached is our detailed response.
  
  Please let me know if you have any questions.
  
  Thank you,

• Initial Complaint

  04/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Deposit mishandled creating overdraft fees and lengthy hold on deposit.Bank manager, *******************************, said she will review fees after waiting period of over 7 days.I need my checking account balance returned to balance of two days ago.

  Business response

  05/05/2023

  Good afternoon,
  
  The complaint submitted by *********************** against Rogue Credit Union was researched.Attached is our detailed response.
  
  Please let me know if you have any questions at ************.
  
  Thank you, 

• Initial Complaint

  12/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Over the past 8 years this bank has been "hacked" at least once every 8 months. Requiring me to cancel all my cards, and wait for new ones for weeks at a time. I have accounts with 11 other financial institutions. Since 2015, not one of those banks had an instance of fraud. Not one. It's painfully obvious that this credit union has an obvious security problem that has cost me in excess of 80 hours to fix. Clear cut negligence in dealing with security issues. I've filed 3 complaints with the ***** One with the *** and now one here.

  Business response

  05/15/2023

  To Whom It May ******************** received your letter on April 28, 2023, regarding the complaint filed by Mr. ****************************** Upon receiving this notice, our team immediately investigated the details of the complaint. Mr. *** identified the following issues in his complaint and our response to his concerns directly follows each issue.  
  Over the past 8 years this bank has been hacked at least once every 8 months. 
  Protecting our members from hacking is something we take very seriously. We are glad to share that Rogue Credit Union has never had a hacking event. This can be verified through our regulatory agencies.  
  Requiring me to cancel all my cards, and wait for new ones for weeks at a time. 
  Mr. *** opened an account with ** in 2020. While we have not found any disputes of reported fraud on his account, we contacted Mr. *** in December 2022 to confirm if a transaction was fraudulent. We have not received a response from Mr. **** so no dispute has been filed. If he would like, we will gladly partner with Mr. *** to investigate further. The safety and security of all our members accounts is our priority.   
  I have accounts with 11 other financial institutions. Since 2015, not one of those banks had an instance of fraud. Not one. Its painfully obvious that this credit union has an obvious security problem that has cost me in excess of 80 hours to fix. Clear cut negligence in dealing with security issues. Ive filed 3 complaints with the ***** one with the *** and now one here.  
  We adhere to strong financial risk management principles and maintain a team that ensures the best possible security for our members. We truly appreciate the trust that member-owners like Mr. *** demonstrate in partnering with us on their financial journey. Rogue Credit Union is secure, financially strong and prepared to meet the needs of our members today and in the future. More information is available at roguecu.org/annualmeeting. 
  Thank you for bringing this matter to our attention. We appreciate the opportunity to share about the safety and security of our credit union. Please let ** know if you have any additional questions.  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had multiple issues with this bank but the one that goes presently unresolved: My husband I purchased a vehicle in April of 2022 as coborrowers on the loan from rogue. After multiple issues getting them to release the paperwork to the *** (they lied about tracking numbers saying there were not any but the *** showed us there was, they lied about having sent it out when it hadnt been, etc.) - we finally got notice from the *** they received it. When we went to register it the *** wanted to charge us penalties for the late paperwork but waived it after we provided proof that the bank lied and failed to send it to us and would not return our multiple messages. But the *** showed us a letter from Rogue saying only one of us was allowed on title which was an error because we are both to be on title as we are both the borrowers. We did the transfer to avoid more penalties and hired an attorney but they did not respond to the attorneys portion of the letter asking them to fix the title to include us both. They only sent paperwork back on the other issue they messed up on. I still need the title fixed on this vehicle. They continuously do not return my phone calls.

*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. ↩