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Complaint Details
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Initial Complaint
11/17/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Fortera Credit Union has not responded to any of my four emails to their customer support email. I was instructed to email by two credit union dispute department employees. I have spoken with over seven different people and most recently received a call from a manager that told me she would reverse the charges I am disputing for the past 120 days. She told me she would call me back in a few days. No one has called me and my charges have not been reversed. I have spent an enormous amount of time and stress attempting to resolve my issue with Fortera Credit Union. I don't understand how they can have a financial business and not return any customer support emails. I contacted **********************'s disputes department about two months ago regarding charges on my account from a business I had canceled services with. They told me they would be able to reverse the charges even though they went back a year. They told me to fill out a form and send them the information. I did this and did not receive any response to my email. I then called the dispute department again and was told that they can only reverse up to 120 days. Because of what they told me I told the vendor my credit card company would deal with the charges, the vendor will not reverse the charges now because he believes the credit card company is going to do it. I pay my bills on time, I have never been late with a payment. Fortera Credit Union owes me a year of reversing the charges on my account as I was originally told. I am attaching an image showing the emails to their customer support dating back to September for which I never received a response, in addition to the documents I was instructed to email to their support email.
Business response
11/17/2022
Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union,and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via ***** and you should receive it by the end of next week.Initial Complaint
10/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Two days ago, I bought my wife lunch at ******. Balance after was $62. In the evening, I went to ******* expecting to buy needed groceries. I checked the balance on my Fortera app beforehand. The available balance was $62. The bill at checkout was $77 so I knew there was going to be an overdraft charge, so my balance would be about minus $46. Apparently. Fortera has taken all the pending which were already reflected in the available balance and slapped "courtesy" charges on them to the amount of about $186 dollars. They robbed me of $186.00. Again, the balance should only have been minus $46. I don't mind paying the $31.00 from the ******* purchase. I just believe it's highway robbery for me to have to pay that additional $186.00 in overdrafts for items that had already been accounted for in Fortera's available balance. Again. These had already been charges that had been made and accounted for prior to the ****** charge made earlier in the day. I want that money returned to my account.Business response
10/13/2022
Business Response /* (1000, 5, 2022/10/11) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week. Consumer Response /* (3000, 7, 2022/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) What documents do you need? Fortera is still working on the problem. I'm awaiting their answer. I printed out the account on the 7th. Fortera should have the same information I do. Does Fortera actually show the dates and times those charges were made? If so, they should be able to see that all those charges they tagged an overdraft fee to were done prior to the 7th. Business Response /* (4000, 10, 2022/10/12) */ Thank you for reaching out again to Fortera regarding your concerns. We apologize our first response did not meet your needs. We have reviewed the activity and a certified letter is being mailed today. In the meantime, you may view your account online to see any refunds.Initial Complaint
08/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
This is not the first time that this has happened but on August 16th & August 18th Fortera charged NSF fees before my account actually went negative. As a matter of fact Fortera has charged my account a total of $4371.00 in NSF fees for the year and it is only August, does that not seem a little much? That is 546.38 a month, and no I am not saying that some of those weren't correct but I can guarantee that most of them are from them charging the fee before you ever go negative. Fortera has a history of charging NSF fees of $31.00 before your account ever goes in the negative. The only reason it goes in the negative is because of the NSF fees that they charge. In the 2 days above I was charged $370.00 in NSF fees, which has cost me a bounced check in the process. I had deposits go in on both days that I was charged the fees, which was pointless because by the time the deposits went in they had already charged the fees which made my account go negative. They are stealing money from people and getting away with it. It is really a shame with everything from COVID-19 and everything going up in prices that they can do this to people. I have been with this bank for years and the first time this happened to me they were very helpful and refunded me the NSF fees back, however, now they refunded 3 which was $93.00, nothing compared to the $370 they stole. I reached out to them and tried to talk, they are unfriendly and do not think that they should have to do anything to help. I will be recommending people to NOT open a checking account here and I will be looking for a bank that actually cares about their customers and doesn't try to keep them in the negative.Business response
08/29/2022
Business Response /* (1000, 5, 2022/08/22) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.Initial Complaint
08/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have called them multiple times reguarding my issue and every time they can't seem to help. I have had the money in my bank account trying to pay my vehicle loan. I pay online by logging into my bank within express pay I choose my checking account and it gets kicked back every time. I call and they can't give me a valid reason or resolve my issue. All they claim is "oh we can take a phone payment by debit card but it will be a $10 surcharge" just take my money so I can pay my loan. I just don't understand why the representatives can't help me especially when I am gone for a month at a time without my phone how am I supposed to schedule a payment if they can't even help me add a 3rd party account because I don't bank with them or set up some type of autopay. I am very frustrated with this entire situation and I am going to be fuming if it effects my credit statement due-to negligent employees who won't / don't want to help.Business response
08/18/2022
Business Response /* (1000, 5, 2022/08/12) */ Thank you for logging your complaint through the Better Business Bureau's website. Your complaint was forwarded to us at Fortera Credit Union and we will conduct research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS and you should receive it by the end of next week.Initial Complaint
05/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I contacted Fortera about a nsf I acquired due to********* drafted my account without my permission. I talked to a ****** ******* and a ********** in regards to the matter and explained to them that********* would not provide me with a merchant letter and only said they would credit my cell phone account. I sent in proof that I spoke to********* and they did admit it was their error but Fortera would not accept that and wanted a merchant letter when most companies have policies that they don't give out merchant letters. So after ****** ******* declined to reverse the nsf then I asked for a supervisor (**********) who also said it was there bank policy but at the same time questioned if it was true by saying it's odd they wouldn't give me a merchant letter even though they were at fault. Which made me feel like she was question the validity of what I was saying. She also recommended me to go to the nearest store to try and get a letter which I have spoken to them and they said they are only a sales and also don't provide merchant letters. I called all 3 stores and they all said the same thing. I called back to********* again and they once again said they could refund my bank account it's fee or email me a merchant letter. I provided Fortera with a SS of proof of a chat that showed proof that********* verified that it was indeed their fault and the rep stated it during the chat the money shouldn't have come out. Fortera could have refunded me my $31 because I did show proof that I wasn't at fault as a courtesy but their representatives for online and over the phone would not hear what I had to say or accept my proof. I tried calling in to speak to a rep to let them hear on a three way call with********* that they wouldn't provide a letter but ********** wouldn't talk to me nor hear my side and said she responded back to me during email. I have provided all proof of conversation and emails. I feel the rules of reversal of fees need to be looked at and reevaluated.Business response
05/18/2022
Business Response /* (1000, 5, 2022/05/12) */ Dear Ms. ******, Thank you for logging your complaint through the Better Business Bureau's website. Your letter was forwarded to us at Fortera Credit Union and we have conducted research into your issue. Due to the sensitive nature of the information, we are required to send you a mailed response rather than post our response through the BBB website. This letter will be sent via USPS certified. If you need the response sooner or have any questions, please feel free to contact us at Fortera Credit Union XXX-XXX-XXXX. Consumer Response /* (3000, 7, 2022/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree with their response or business practices . Business Response /* (4000, 10, 2022/05/16) */ We apologize our response did not meet your expectations. The investigation has been completed and you should have heard from a Fortera Representative regarding a refund. Should you have additional questions or concerns please feel free to contact us at XXX-XXX-XXXX.
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Contact Information
Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.