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Virginia Credit Union, Inc.

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Reviews Virginia Credit Union, Inc.

Virginia Credit Union, Inc. Reviews (27)

Review: On 5-9-16, I received a NSF Fee on my Checking account. The same day I had a refund to post of $35.73. The item transaction I did was $25.14. The Credit Union decided to post the transaction item 1st and then my deposit the same day. When they posted the $25 transaction 1st, it caused me to get at NSF fee. I called and I talked to a representative and a Manager. They stated they will not remove the fee because it was not a bank error. I say that it is a bank error because they chose to post the transaction 1st to give me a fee. Also, I asked for the fee to be removed as a courtesy because I have not had a fee removed this year. They advised they will NOT remove it. I am upset an want to switch banks if this fee is not removed. I have my direct deposit coming into this account. Also, my direct deposit was pending to post the next day as well. 5-10-16...Desired Settlement: Take OFF the NSF fee of $35... because it was their error.

Business

Response:

Dear Mr. [redacted] Thank you for contacting the RevDex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated May 12,

2016, you expressed concern regarding an overdraft fee on your account. We have

reviewed your account and are providing the following information: );;- On May

7, 2016, you made ATM deposits totaling $511 .75 of which $311 .75 was on hold

until May 10, 2016 at 9am. >:- On May 8, 2016, you authorized debit card transactions

in the amount of $166.73. ~ On May 9, 2016, your Verizon payment via ACH

(automated clearing house) presented for $188."M. At that time your

account balance was $636.94 with an available balance of $158.46 which was not

enough to clear the Verizon payment. This was due to the ATM and debit card

holds totaling $478.48. You received the $35 overdraft fee on your account

because funds were not available for the Verizon payment. We charge an

overdraft fee for each item that presents to your account when there are not

sufficient funds available to pay the item(s). In order to avoid a fee for an

ACH item, you must have available funds in your account before the charge posts

to your account. On May 18, 2016, I understand Crystal in our Resolution

Department spoke with you regarding this matter and was able to explain why you

incurred the fee. As a courtesy, she refunded the $35 overdraft fee. We regret

that your experience was not as you expected and sincerely hope this has helped

to explain the events that occurred. It is Virginia Credit Union's pledge to

provide the highest level of service. If you have additional questions, please

contact us at the numbers listed above.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The business has performed the action as promised and this complaint is resolved.

Regards,

Review: I applied for a refinance with cash out mortgage on may 9th. I waited for them to send an appraiser. after 10 days I contacted them. they rushed to find someone. The appraisal was incomplete and inaccurate. I addressed the issue with the loan officer and indicated that the appraisal was incomplete and inaccurate. He did not do anything to correct the situation.

Business

Response:

Dear Ms. [redacted]: Please accept this letter in response to an inquiry you made to the Revdex.com (Revdex.com). In your letter you expressed concern regarding an appraisal completed for your home as a part of your mortgage refinance process. We apologize that this appraisal did not meet your expectations. I understand that you spoke with your loan officer, Tim Lamont, regarding the completed appraisal and expressed some concerns and inaccuracies contained on the report. We spoke with the appraiser and addressed these concerns. They made changes to the appraisal and mailed an updated one to your home address. We hope the updated appraisal addresses your concerns and inaccuracies originally stated in your complaint. Please continue to think of your Credit Union first for all of your financial needs. We look forward to helping you and your family to meet and exceed your financial goals. It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. If we can be of further assistance please contact us at the numbers listed above. Tim K[redacted] Vice President Member Services

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Virginia Credit Union appraiser came in at 5:35, stayed for

about 15 minutes. During that time he just walked in the first floor, did not

observe anything, did not even notice any of the cabinets we added in the utility room. Never took a

note. When he walked up to the second

floor he did not measure the rooms. This is obvious in his report that does not

include all the appliances and he considers as generic all the upgrades.

My home is compared to homes that have not direct access to

the main highways as my home has. Also, the location is not comparable as well.

The comparison is done by using old

statistics none of them are recent. During

the last 3 months April to mid June, in the exact opposite side of [redacted], homes

were sold with same footage, hardwood

floors with lots of . 25 of an for an average of $290,000 - $300,000. The

appraiser did not even take one of them under consideration. Virginia Credit Union’s agent used as a comparison

a home located in about 6 miles (direct distance) north of my home in a rural

area. In order to access it one needs to drive 8-10 miles from my home,

depending the route one drives. I am including a picture of the home that is

not comparable. The front of this house does not even have a second floor and ½

of the porch of my home. The private road leads to the unlit gravel main road.

The only road that is paved is a narrow rural road. The closest schools are 8 miles from the house. The

closest supermarket about 9 miles away and 10.4 miles to access to I-95 (15-18

min drive).

My home at Atlee is not comparable to the rural area in

Hanover. My plot of 2 acres is semirural with immediate access to [redacted]

and possibility to built on the lot. The

access to markets and major highways is not comparable. My house is .9 miles

from the best schools in Hanover County and 2 miles from either I-95, 295, 2

minutes to [redacted].

Comp No1. It is colonial, but has carpet all over the place

with .46 acre and $137 per foot

Comp No 2. It is colonial eleven years older, more than 1/2

of the house carpeted and with .25 acre.

Additionally, the majority of the data he is using is for short

sales and foreclosures. Even one of the 3 comparisons is a previously foreclosed

home.

Also, an 2.3 acres plot next to mine was assessed for

$115,000 in 2015.

Items missed (not inclusive) with cost

Review: Upon my review of my account, I noticed that multiple overdraft fees were being taken from my account despite there being sufficient funds to cover the drafts. Upon speaking with Christina, the initial sales representative, she informed me that all pending charges to an account would receive the overdraft fee, despite not necessarily overdrafting the account. I found this mathematically problematic as I was being charged overdraft fees on charges that would have cleared my account which had sufficient funds to make the purchase. When realizing that my viewpoint on the matter could go no further, I requested a manager to come on the line to further explain the situation. The manager, Ashley, confirmed the information that Christina presented and agreed with me on the math that I presented, however consistently stated the policy and became condescending towards me regarding knowingly making the overdraft and doing better managing my account. My concern is that if the fees were charged for the transaction that actually overdrafted the account instead of each transaction leading up towards the overdraft, my account would be in good standing currently. A total of $300 in fees were taken from my account.Desired Settlement: Ashley eventually waived and redeposited the initial $20 and a secondary $35 overdraft fee upon being asked for a solution to the matter, however I believe that the policy is misleading to customers and that the only overdraft fees I should have paid to the bank were the inital charge that overdrafted the account and a second charge that was paid by the bank after that transaction which totals the $55 that was returned to me by Ashley. I believe that I am owed the $190 in additional fees that were wrongly taken from my account which takes into account the $55 which has already been returned and the $55 I would have gladly paid for the overdraft of two charges.

Business

Response:

Dear Mr. [redacted]: Please accept this letler in response to an inquiry you made to the Revdex.com (Revdex.com. In your letter you expressed concern regarding $300 in overdraft fees assessed to your account. After further research, we have concluded the following: - On August 28, 2016, you authorized purchases from [redacted] for $41 .18, [redacted] for $20. 10. and [redacted] for $15.95. - On August 29, 2018, you authorized purchases for $15.78 from [redacted], $7.93 from [redacted]. and $115.00 from [redacted], while the transactions listed above were pending lo clear. This reduced your available balance lo $0.61 . - On August 30, 2016, the overdraft fees occurred when your authorized purchase from [redacted] cleared for $50.18 instead of $41 .18. In addition, you authorized a purchase to [redacted] for $9.47, against an insufficient balance resulting in overdraft fees for each item presented. - On September 6, 2016, you spoke with Ashley in our Resolution Department and she waived $55.00 in overdraft fees. - On September 19, 2016, and after further review, we waived an additional $95.00 in overdraft fees as a courtesy, which totals $150.00 credited back to your account. - On October 22, 2013, our records indicate you chose to opt-in for Regulation E, which means that you want us to pay items that you have authorized even if you do not have the funds available, and that you are willing to pay the fees associaled with this service. You may opt-out of this service by contacting us at the numbers listed above. Below are some proven strategies to help prevent overdrafts to your checking account. -Review your available balance to confirm that you have sufficient funds in your account. Pending items appear on your Online Banking under the checking account summary lab at the top of the page and are reflected in your available balance; however you will still need to monitor the account to ensure your transactions have actually cleared. -It is also important that you do not write checks or authorize ACH (automated clearing house) items until you have verified that there are sufficient funds in the account. -You may wish lo consider setting up a balance alert in your online banking to notify you immediately when your accounts fall below a certain amount. This will allow you to make the necessary adjustments to your account and avoid these fees in the future. We regret that your experience was not as you expected and sincerely hope we have provided a satisfactory explanation to you. If you have additional questions please conlact us at the numbers listed above.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

I had a credit card with VA credit union which I paid monthly sometimes more than minimum payment. Around 11/2015 to 2/2016 I was only able to make partial payments on my minimum payments but continued to pay monthly. They took a judgement out on me as if I abandoned my payments and stopped paying bill. After court I continued to make small payments. I later closed my checking & savings with them and these ruthless Co. Filed to garnish my checking account with my main bank. My money is on hold and I am unable to access my funds. You would think I never paid my bill the way they treat you. They have a diagusting practice & should be ashamed of themselves. Again I never stopped paying on my bill, all this occurred becuase for 3-4 months I only made partial payments. Va credit union is down right EVIL.

Review: It was very deceptive to have a bank tell you you can opt in to overdraft protection and not advise they will not complete the transfer if you personally do to many transactions which is completely different than what they are advertising. Instead they attempt to charge u fees on top of fees. I clearly had the funds in the savings instead of notifying someone to advise they are not going to honor your overdraft protection they say nothing. Poor customer service to charge 190 is fees for 20 in transactions when a customer is under the impression their bank will transfer the money. Their customer service representatives attempts to belittle you and tell you it's in the terms when it was not specified in the overdraft protection terms.Desired Settlement: Honestly speaking with a phone agent was despicable. I would like all fees to to be waived and I pay what I owe. In addition to my account being closed. They should really make that clear to customer instead of being deceitful.

Business

Response:

Dear Ms. [redacted]: Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated July 21, 2016, you expressed concern regarding overdraft fees on your account and because your savings accounts.which serves as overdraft protection did not transfer funds to cover your purchases. Unfortunately, there are transaction limitations on Savings accounts referred to as Regulation D as outlined in our Account Agreements under the Truth in Savings section which states transactions are limited to no more than six withdrawals or transfers, or combination thereof, per calendar morith to another credit union account of yours or to a third party by means of a preauthorized, automatic transfer or telephone or electronic order, such as for overdraft protection, or by online banking or Quikline. Once these limitations are reached, we may refuse or reverse additional transfers of these types. We also place reminders on your monthly statements informing you for each savings account, certain types of transfers and withdrawals are limited to a total of 6 per month. Limited items include transfers for checking overdrafts and transfers made online. On July 21 , 2016, I understand Jean in our Resolution Department spoke with you regarding this matter and was able to explain the transaction limitations and why you incurred the fees. As a courtesy, she refunded one $35 overdraft fee. We regret that your experience was not as you expected and sincerely hope this has helped to explain the events that occurred. We are sorry to hear that you have closed your accounts. It is Virginia Credit Union's pledge to provide the highest level of service. If you have additional questions, please contact us at the numbers listed above.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

That is a lie. The representative was very rude and tried to be funny and waive the lowest fee which was 20 or 25. Additionally it was not at the bottom of any statement that this applies to overdraft protection and still untrue considering the branch representative did 2 additional transfers to close out the account. How is it my overdraft protection didn't move money but a branch representative could? I assume you all violate the law considering the fact you all are stating I was already at my limit.

Regards,

Review: I have a car loan with VACU which overall has been wonderful. I have my loan set up for automatic drafting from a non-VACU bank account. This was a requirement of obtaining the loan that I obtained. I wanted to make an advance payment on my account and being unsure as to how this would affect my automatic draft, I made a test payment of $1 to this account on 6/9/16. My balance due as stated on the VACU website was then reduced by $1 for this account. On 6/16/16 and 6/20/16, I then made 2 more payments to pay off my balance due. The website then stated that I did not have another payment due until July of 2016. On 6/27/16, my regular automatic draft for June still came out of my account causing my non-VACU account to pull overdraft from my savings and costing me a fee of $12.75 with my other bank. As I do not receive paper statements and the website stated that my next payment was not due until July, I made the reasonable assumption that I would not have to make a second payment in June. This is misleading. When I contacted VACU to try to rectify this by either getting my second payment returned or skipping a payment the next month to bring my account back into regular alignment, I was told that using either of these options would cost me a $50 fee. I do not feel that if VACU has received my required monthly payment that I should have to pay a fee in order to not be paid ahead.Desired Settlement: I would like VACU to waive the $50 fee and allow me to skip one monthly automatic draft so that my account is no longer paid ahead and remains in regular good standing.

Business

Response:

Dear Ms. [redacted]: Please accept this letter in response to an inquiry you made to the Revdex.com (Revdex.com) dated July 19, 2016_ In your letter you expressed concern regarding automatic payments drafting to your auto loan. After further research, we have concluded the following : The due date for your auto loan is the 2au 1 of each month. Your automatic payment is setup from an external account to draft on 25m of each month. We see that you make payments through online banking. The automatic payment program does not recognize these payments. Regular and Principal payments made manually or online can be done at any time; however, it will not automatically advance the due date or stop the existing automatic payment. I understand you talked with Jean in our Resolution Department and she explained how the automatic transfer program works. As a courtesy, she reversed the payment of $321 .94. waived the $50 processing fee and placed the funds in your checking account. Your next payment is now due on August 28, 2016. We apologize for any inconvenience this may have caused. It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. We regret that this experience was not as you expected. Thank you for taking the time to contact us with your feedback. Please feel free to call on us if we can be of further assistance.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I recently completed an application for a loan with my bank [redacted] in September 2013 and was denied credit, because of a bankruptcy that I never filed and only being reported by the VACU. I contacted the VACU and spoke with [redacted] she researched my account and I was advised when I changed my address in 2010, the bankruptcy indicator was placed on my account and sent to the credit bureau. She also stated that it has been corrected and she sent an apology letter explaining what happen. I applied for a mortgage loan and found out that VACU is still reporting bankruptcy and this has a huge impact on my credit score. It’s been four months and I was told that this has been resolved. I called the VACU two weeks ago and they are telling me that it is my responsibility to dispute this with my credit bureau I do not have time to fight with the credit bureau. I work 3 jobs to take care of my family I am too busy. As a customer VACU should fix their mistake. I am highly upset with the VACU and the services I have received.Desired Settlement: I would like for the VACU to contact all 3 credit bureaus to fix their mistake and remove the bankruptcy indicator.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com and VACU. In your letter

dated Janurary 27. 2014, you expressed concern about the reporting of a

bankruptcy on your credit report. Our records indicate that the following

events occurred:

-In September 2010, an error occurred with an internal

process when updating your address in our sstem and your account records were

erroneously marked as being included in a bankruptcy. The bankruptcy status was

removed from your account records and updated with the Credit Reporting

Agencies on December 31, 2010, when we were originally made aware of this

error.

-On September 18, 2013, we received a letter from you

requesting that we research and update the inaccurate reporting of your loans. We

reviewed the reporting and determined that all the information was reporting

accurately with no bankruptcy indicators showing on your credit report. We mailed

you a letter confirming this information.

-On January 24, 2014, we received an electronic request from

the Credit Reporting Agencies to research your credit dispute regarding the

reporting of a Bankruptcy on your credit report. We verified all information as

reporting accurately with no bankruptcy indicators showing on your credit

report.

-Upon receipt of this letter, we obtained a copy of your

report from each of the credit reporting agencies and verified that your loan

accounts are not reporting as bankrupt.

We regret that your experience was not as you expected and

sincerely hope this has helped to explain the events that occurred. It is Virginia

Credit Union’s pledge to provide the highest level of service. If you have

additional questions or find this information still reporting after today’s

date, please contact our Resolution Department directly at [redacted] ex

[redacted] and ask for a member of the Loan Team.

Review: no one told that debits would be ran first, and that we would be fined a fee to do mobile deposit and several other things that we asked about and where lied too about.Desired Settlement: I want all the fees put back.

Business

Response:

Dear Mr. [redacted]: Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated June 29, 2015, you expressed concern regarding debit transactions posting before deposits. All deposits are subject to delayed availability, including mobile deposits. The following appears onscreen when you make the mobile deposit: Passed Image Messaging: Your check has been received and is PENDING APPROVAL. It may take up to 1 BUSINESS DAY to reflect in your account. Please retain the check for 30 days or until the deposit appears on your monthly statement. Depositors also receive an email notifying them we accept checks PENDING approval and those deposrts may not be available for immediate withdrawal. The following applies to our mobile deposits: • Checks received after 9am on business days are processed after 3pm. • Checks received after 3pm are processed after 9am the following business day. • VACU does not process checks on weekends or holidays. To ensure drafts/debits process without issue, funds should be available prior to initiating a purchase to avoid overdraft fees. In addition, funds need to be available one day prior to posting for any transactions that are recurring. We regret that your experience was not as you expected and sincerely hope this has helped to explain the events that occurred. It is Virginia Credit Union's pledge to provide the highest level of service. If you have additional questions, please contact us at the numbers listed above. Sincerely,[redacted] Vice President Client Member Services

Review: The Virginia Credit Union only receives loan payments by mail. It has always taken them about two weeks to receive and post my payments. I have had several conversations in which I tell them the dates I have my payments and they state they have not received them and then suddenly they clear my bank. I received a letter last Friday stating they had not received a payment for Feb. she stated they had received the payment on March 3' I stated I had mailed it on Feb. 20th. They said I had defaulted on my agreement since they did not receive a payment in Feb. I ask her to apply the payment she had just received to Feb. (since another payment was not due until the end of March). She said I would have to pay almost three times the amount of my payment to bring my loan current and avoid repossession. I don't understand why it takes so long to receive and post to my account. It only takes no more than five days for any of my other correspondence to go to anywhere in the US.Desired Settlement: I would like for the credit union to apply my Feb. payment to my account thus bringing my account current. Since I don't have another payment due until the end of March, I should not have to be threatened with repossession of my vehicle.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. In your letter dated March 12, 2014, you expressed concern about auto loan and the payment arrangements made through our Collections Department. We have researched your accounts and determined the following events occurred:

In January 2014, you contacted our Collections Department after receiving letter(s) and phone calls regarding the delinquency of your auto loan. We explained that you were 96 days past due, which resulted in collection activity.

In addition, you advised that you had been in the hospital and now living with your daughter. We offered you an alternative to make three (3) consecutive payments from January to bring the account up to date under our re-age program. You accepted this option, and explained that you would ask your daughter to help you with your obligations during the re-age period.

On January 8, 2014, we received your first payment of $[redacted] under your re-age agreement.

The second payment due on February 25, 2014 for $[redacted] was not received until March 4, 2014. Since we did not receive the second payment on time, the re-age agreement was canceled.

As of March 18, 2014 you auto loan is still past due. Please contact our Collections Department for further assistance.

AS a credit union member, you are eligible to receive assistance with your personal finances free of charge through Virginia Credit Union's partnership wit [redacted] , a personal financial educator. [redacted] counselors are available Monday through Thursday from 8am until 11pm, on Friday 8am until 8pm and on Saturday 11am until 8pm. You may reach them at [redacted] for assistance. They can provide you counseling services on how to manage and get out of debt.

We regret that you continue to have financial difficulties. Please accept our apologies if at any time you felt the credit union did not make every effort to assist you as you expected. We try to help our members become financially secure and it is our goal to deliver the highest level of service possible. If you have any further questions, please contact our Collections Department for assistance.

Sincerely,

Vice President

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[They refuse to apply my Feb. payment correctly, and now my vehicle is up for repossession. They say I didn't make my Feb payment when they have already received it weeks ago.]

Regards,

Review: I've been a loyal customer to VCU, Inc for several years, I've always made my payments on time, and have always experienced nothing but good services from them. Unfortunately, it seems that ever since my income has become very limited a few months ago, I've only experienced the ugly side of VCU, Inc. I have a personal loan, and a credit card with them that I owe on. Yes, I have received the letters they have sent to me, but in calling the number listed on them [redacted] ext [redacted], it doesn't seem to get me any where. I left one message and to my knowledge I hadn't received a call back. The other times I just simply hung up due to wait times. Because my income is limited, my phone is now shared with someone else as part of their term for helping keep it on, so if VCU, Inc has called I may not always receive the call. I did on a few occasions talk to a VCU Inc agent and the main response I seem to get is something along the lines of "you must pay either half or all of the balance" and at one point I did speak with a [redacted] regarding the accounts to which I received a response of "the credit union will sue you for all that you owe if we do not receive full payment". If they would just be a little more reasonable, I'm trying to work with other relatives about getting some help in making and maintaining payments until my income problem improves, but with the way the economy is these days everyone is hurting financially. I've never been sued in my life, and have always worked well with VCU, Inc, I've even referred a few new customer to them. I just wish that they would have worked a little bit with me for the years of loyalty I've given them.Desired Settlement: I just need a little bit more time, one relative has stated that she will help me in paying $100 to each account (personal loan and credit card) every month until my income situation improves. Those funds will be sent to me by Nov. 8, 2013. This is the best that any one in my family is willing to do for me. I'm working at getting employment, so once that happens I can resume making full payments. Until then, I can now guarantee that $100 will be made to each account every month.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. In your letter dated November 2, 2013, you expressed concern about your loans and the payment arrangements made through our Collections Department. We have researched your accounts and determined that the following events occurred:

On January 17, 2013, you contacted us to request help with your credit card payments since your work hours had been reduced. Our Collections Representative, [redacted], explained that our Reage Program would bring your account up to date after three months of timely minimum payments. She entered you into that program, you made the required payments and we removed your account from delinquent status.

On October 29, 2013, you again contacted us for help because you had become unemployed and had no other income sources. You explained you needed assistance with all three of your loan accounts. [redacted] advised that we would need to proceed with legal action since two of the accounts were more than 60 days past due and we are unable to make payment arrangements for members that have no income sources.

On November 4, 2013, you contacted us and advised you were still unemployed but had a family member willing to help you until you could regain employment. You and [redacted] agreed you would pay $[redacted] per month on each account. [redacted] asked you to maintain contact and provide her with future dates you would be making payments. We did not proceed with legal action since we were able to make this arrangement.

We regret that your experience was not as you expected and sincerely hope this has helped to explain the events that occurred. It is Virginia Credit Union's pledge to provide the highest level of service. If you have additional questions, please contact us.

Sincerely,

Vice President

Member Services

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Last month (November 4th) I filed a complaint with the Revdex.com against the Virginia Credit Union (complaint #[redacted]) and later the credit union had sent a letter through the Revdex.com to me stating that they would allow me to make payments of $[redacted] on my accounts. However, just last week on Friday I received a notice from the Credit Union stating that if I do not make a payment to them for December, they were going to proceed with legal action against me. I already made a December payment to them on December 17th, I still have the receipt to prove this. When I went to the credit union and spoke with a teller, she told me that I received the letter because I did not make the $129.98 payment for November or December. Can the Virginia Credit Union go back on the agreement they made with me to allow me to make $100 payments? Even when I have a letter sating this agreement? This is wrong, what they are doing? I'm trying to work with them, I'm trying to get these payments to them on time, and up until my phone was disconnected (because than paying the phone company, I've been paying the credit union) I've been maintaining communication with [redacted] in Virginia Credit Union's Collections Department. What more do they want from me? This is poor business practice to negotiate and accept an agreement, and then go back on it later.

After years of banking with one of the big banking institutions I switched jobs and discovered I qualified for the Virginia Credit union. It's been fantastic ever since. I'm no longer being bled dry by my bank for the "privilege" of letting them hold my money. Nor, am I being charge insane interest rates that make it nearly impossible to pay down my debt, all the while being hit with every flimsy excuse for a "fee" under the sun.

VACU gave me a free checking and savings account (no monthly or any fees), they reimburse all my atm fees at the end of the month, they have a nice app that lets me deposit the few paper checks I get using my mobile phone, and they have a great customer service staff that is actually based in the state, and has not been outsources overseas. That's right… you heard me, my bank creates jobs IN MY AREA. Yes they are small, but after banking with them for close to two years now I received excellent service and I have never had to set foot in a branch. What little I can't do online, I can pick up the phone and within 10 minutes be talking to a real person.

Additionally they consolidated all of my high interest debt, for no fees, and gave me a fantastic introductory interest rate, with a long term interest rate that is still far and away more manageable than anything available from the big banks.

This is the way banking should be. I feel like these people are there to help me dig out of debt. Not make it worse.

Review: Contacted the VA Credit Union and spoke with [redacted] and [redacted] in regard to a credit card check written by me to the Virginia Credit Union.

They refused to release the funds I have available and are holding my money until August 26, 2014. They also held my direct deposit check that was deposited on August 18, 2014. I had to call in and have them release my money.

This is an unfair practice and I am being treated with poor customer service.

I have been a loyal customer with the VA Credit Union for over ten years.Desired Settlement: Refund me for any charges and late fees that I received due to this inconvenience.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated August 20, 2014, you expressed concern regarding deposit holds on your account.

On August 7, 2014, you deposited a check for $2,500.00. On August 12, 2014, the check was returned leaving your account overdrawn by $548.98. Subsequently, you deposited another check for $2,500.00 and Virginia Credit Union placed a hold on these funds. If for any reason, we believe a deposit may be returned we can place those funds on hold until the funds clear the paying institution.

On August 18, 2014, your direct deposit of $2014.26 was credited to your account giving you an available balance of $1556.28. We do not place holds on direct deposit.

It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. We regret that this experience was not as you expected and we hope our explanation has given you a better understanding of the events that occurred. If we can be of further assistance please call us at the numbers listed above.

Sincerely,

Executive Vice President

Member Services

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like an apology letter written from both parties I spoke to for their unprofessionalism. Further, my direct deposit was held and funds not available. My direct deposit was not released until I called the VA Credit Union.

Regards,

Review: I received my monthly statement for June 2015 payment with a fee assessed. No explanation as to why the fee is assessed. Payments have been paid on time. I was first told it was my last months payments I pulled up my bank statements and my check cleared 5 days prior to due date. Then I was told it was from previous month, once again I disputed this based on my checking clearing bank before due date. This until I was placed on hold for over 30 minutes. Once the representative came back on phone she stated it was from 2013? I have never received any information on a fee that was due. My statements have not reflected this until June 2015!!! Over two years later, I have no idea what this was for. I asked to speak to someone else, now I was told it was a late fee from 10/2014. Once again I pulled my records. My payments were on time. Here is my question...how can a company send me monthly statements with no late fees, payments made on time, and then reflect a late fee on a statement out of the blue. Needless to say I spent over an hour and a half on the phone burning up cell phone minutes and still no resolution. I highly discourage anyone from Virginia Credit Union. I was told someone would call me back. Now it is after 5 pm on a Friday, no resolution. NO one can tell me what this is for, but they tell me I owe it What?Desired Settlement: All I am asking is for the Virginia Credit Union to practice fair business, and remove this ridiculous fee that mysteriously appeared on my bill, that no one can tell me why I have this on my account. Train your staff to provide actual customer service.

Business

Response:

Dear Ms . [redacted]: Please accept this letter in response to an inquiry you made to the Revdex.com (Revdex.com). In your letter you expressed concern regarding a fee on your loan. Sandy in our Resolution Department has tried reaching you by phone regarding this matter, but was not able to reach you. We have reviewed your account and are providing the following information: )> On April 21 , 2015, we posted your loan payment incorrectly causing a fee to assess to your account. )> On June 19, 2015, you brought the error to our attention and we corrected It on June 22, 2015 and waived the late charge that caused the error. Please accept our sincerest apologies for not being able to explain the fee when you initially contacted us and that no one called you to inform you we had made the correction to your loan. It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. Thank you again for taking time to make sure we are providing you with the service you deserve as a member. Again, please accept our apologies if at any time you felt the credit union did not make every effort to assist you as you expected. If we can be of further assistance please contact us at the numbers listed above. [redacted] Executive Vice President Member Services

Review: On 10/07/13, I received 5 insufficient fund fees, eventhough I had sufficient funds in my account to cover each transaction. My account now has a balance of -146.66, due to all of the insufficient fees that was incorrectly assessed. Before the 1st fee hit, I had 137.11 in my account. I made 5 purchases, which totaled $133.80, which should have left me with a balance of $3.31. I called the Virginia Credit Union on 10/08/13 to dispute these fees and the rep advised me that the fees were correct and there was nothing that could be done about reversing the fees. There is no way possible I should have received any fees, since my transactions totaled 133.80 and there was 137.11Desired Settlement: I would like all of the insufficient fund fees reversed off of my account.

Business

Response:

Dear [redacted]

Thank you for contacting the Revdex.com(Revdex.com) and Virginia Credit UNion. In your letter you address concerns about overdraft fees assessed to your account in error and that we were not willing to refund any of these fees. Our records indicate that you contact us on October 8, 2013, regarding this situation and the follow events occured:

On December 13, 2010, you "opted in" to Federal Regulation E which allows your debit card purchases to be approved, even if sufficent funds are not available on your account to cover the charges. You agreed by "opting in" to pay any overdraft fees associated with your purchase. On October 8, 2013, you requested we opt you out of this service ao any tansactions made by this debit card would be declinded and you would avoid paying overdraft fees.

We discussed our online banking features to help you better manage your account. You informed us that you currently use this feature to determine your balance; however you do not keep a checkbook register to accurately track your account. You might also wish to consider setting up a balance alert in you online banking to notify you immediately when your accounts fall below a certain dollar amount. This will allow you to make the necessary adjustments to your account and aviod these fees in the future. IN addition, we have mobile banking where you can set up similar alerts to text you when your balance gets low.

A representative reviewed wach overdraft and determined that you dod not have sufficent funds on depoist to cover the transactions. however, as a one-tme courtest we refunded $75.00 of $150.00 incurred.

We regret that your ecperience was not as you expected and sincerely hope this infomation has helped to explain the events that occurred. It is critical that you continually monitor your accounts and maintain an accurate check register to aviod fees in the future. Please feel free to contact us at the numbers listed above if you have further questions.

Sincerely,

Review: I am a customer of the Virginia Credit Union on good standing with my accounts. I have an automatic monthly withdrawal for my auto loan that is deducted from my account on the 15th of each month. Five months ago I made a manual payment to my account. The previous month I made an extra $100 payment that I intended to be a principle payment for my auto loan. In November on 11/6/15 my account was deducted for my monthly payment amount of $312, approximately. Today, 11/23/15 my account was deducted an additional $312. The explanation I received is that due to my manual payment in June the automatic system still considered my account behind. However, I have never missed a single payment. The only reason the manual payment was made was because the automatic withdrawal did not occur after I deposited funds to my account. I did not want there to be any problems with my account and made sure the June payment was made. Due to the second payment being taken from my account in November, my account has now become overdrawn and assessed with 5 NSF fee charges at $35 each. VACU indicated they would charge me $50 to reverse the second payment and if I didn't reverse the payment I would not have a payment due until January. They also indicated that they would not waive more than one of the five $35 NSF fees.Desired Settlement: I would like this issue to no affect my credit or ability to write checks in the future. Additionally, I would like VACU to refund every $35 NSF charged to my account related to this issue. Additionally, I think VACU should post a notice on it's website for all customers as a warning that if they have an automatic payment set up and they make a manual payment, it does not count as a payment to their automatic withdrawal system and they will be susceptible to this issue of having a double payment charged to their account, when sufficient funds are available.

Business

Response:

Dear [redacted],Thank you for contacting the Revdex.com (Revdex.com)

and Virginia Credit Union (VACU). In your letter received November 24, 2015,

you expressed concern regarding the automatic transfer program on your loan and

overdraft fees.On June 20, 2015, you processed a manual payment through

online banking.On November 6, 2015, and no November 20, 2015, the automatic

transfer program pulled payments to bring the loan current. Unfortunately the

automatic transfer program does not recognize manual payments and therefore

continues to run until it satisfied each monthly payment transfer.On November 23, 2015, you contacted us about the extra loan payment

that we deducted. We agreed to reverse one of the payments and waived the $50

fee. We also agreed to waive one of the $35 overdraft fees that was caused when

your transfer program pulled payments to bring itself current.I understand [redacted] from our Resolution department tried

contacting you to let you know she agreed to waived an additional $35 overdraft

fee on your account.It is Virginia Credit Union’s pledge to exceed our members’ expectations

and delivered the highest level of service possible. Thank you for providing us

feedback regarding your experience. We take all our member’s suggestions

seriously and will continue to look for ways to improve. We regret this experienced was not as you expected and we

hope our explanation has given you a better understanding of the events that

occurred. If we can be of further assistance please call us at the numbers

listed above.Sincerely,[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

The Virginia Credit Union lacks professionalism. I've been a loyal member to them for six years going on seven next month, and I've found that they are nice when everything is going smooth. Once you hit rock bottom or experience income troubles, they are quick to hit you with everything (interest, legal actions, tons of late fees, etc) They claim that they value you as a customer, but they really only value your money, and if you don't have that they will bleed you dry. When I started having financial troubles, I tried working with them, they wouldn't accept anything less than full payments. After a few months of making partial payments they started harassing me through phones, emails, and letters telling me pay them the full payment or they would take me to court. After I received my tax return, I started making full payments, and low and behold, today I receive a court notice informing me that they are taking me to court for the entire loan amount. Once I've finished paying them off I'm closing my accounts and banking with someone else. This is not a place you want to trust your money with!

Review: I set up autopayment with them for two loans and was told they would be coming out. They have mot for two months and now I am being charged for a late payment when I was assured that the autopayment was set up. The money is no longer in my account.Desired Settlement: I would like those two payments either forgiven or added to the back of my loan without penalty or interest

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. In your letter dated February 5,2014, you expressed concern regarding two months of automatic payments to your auto and personal loan that were not debited from your [redacted] account. We have researched your accounts and determined the following events occurred:

On October 18, 2013, your savings account charged off because of a negative balance. On November 27, 2013, you visited our [redacted] branch and satisfied the charged- off account by paying the negative balance in full. In addition, you made your November 2013 payments on both loans.

During this time, your credit card also charged off because of non payment. You paid that balance in full December 2013.

Due to the status of the charged off savings and credit card, your accounts were restricted and the automatic payment from your [redacted] account to your loans could not be processed.

This happens when: "any member who has for any reason caused VACU to suffer a loss on a loan, share account or otherwise, will be denied further use of VACU's services or products until the loss is fully recovered or until repayment arrangements are made that are satisfactory to VACU in its sole and absolute discretion" as stated in our Denial Service Policy.

We also mailed you payment reminders for the December 2013 and January 2014 payments for both loans.

On February 5, 2014, you returned a call to our Collections Department. They advised that our automatic payments were canceled because of the prior status of your charged off accounts. During the call, you requested assistance with both of your loan accounts because you were about to lose your job and could not afford the past due payments.

Our Collections Department offered you a re-age extension, which states that if you make three consecutive payments on both loans, you would qualify to have the past due payments added to the end of each loan balance. Please note: this offer is not interest free and the fees are nonrefundable. If you would like to begin the re-age extension process, please contact our Collections Department at your earliest convenience.

We are sorry that we cannot waive two months of payments to your loan. When you obtain loans from us you agree to make consecutive monthly payments until the loans are paid in full as outlined in your loan agreement. We sincerely hope this has helped to explain the events that occurred. It is Virginia Credit Union's pledge to provide the highest level of service. If you have additional questions, please contact us at the numbers listed above.

Sincerely,

Executive Vice President

Review: I got a call from [redacted] with Virginia Credit Union telling me that the Credit Union had not received my credit card payments since March 2014 for $100.00. I provided [redacted] with the information from where I have [redacted] through my personal [redacted] account and that I am current on my payments. [redacted] told me that I had been issued a new account number for a closed account and that I should have received it in the beginning of the year. I said that my account has been closed for over a year and I should not have been issued a new account number do to me having a closed account. I asked [redacted] for the new account number and she stated that she could not give it to me and that I would have to come into a branch and get the new account number. I told [redacted] that I am too busy to come get something that should have been mailed to me in the first place. After that was explained she provided me with the new account number. She then told me it was nothing she could do for me and that I needed to make a payment as soon as possible. I called my bank which was [redacted] and they told me that the Virginia Credit Union was cashing the check so I needed to provide the Virginia Credit Union with the proof of payments from my online accounts. I called [redacted] back and she had a whole different attitude when I told her that the bank had been cashing my checks. [redacted] stated that she would search for my payments and would call me back. So after waiting a week I called [redacted] back after I received a letter from the Virginia Credit Union signed by [redacted] and it stated that I still owe $111.00. I called her and she said they found my money and that it had been applied to my credit card balance. I asked for a receipt and I have yet to receive that and I asked were the incorrect late fees corrected and she tells me no. I explain that I have been making my payments and that I should not be responsible for their mistake. She then said as a favor to me she would refund 1. I am not in the wrong I needed to be refunded all of them since March 2014.Desired Settlement: I would like the other 3 late fees for $35.00 a piece removed from my balance and a letter to all the credit bureaus stating that the Credit Union made an mistake and any adverse causes from their mistake should be corrected.

Business

Response:

Dear [redacted]:

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union (VACU). In your letter dated August 11, 2014, you expressed concern regarding payments you made to your credit card. We have researched your accounts and determined the following events occurred:

We mailed you a letter in March 2014 advising you of the change in account number and to request that you make payments to the new account number.

Your statements show the payments we have received (or not received). Your April 2014, May 2014, June 2014 and July 2014 statements all show a late charge, which would indicate to you that the account is behind. If there is a discrepancy on your statement, you should notify us immediately so that we can look into the issue and make the necessary corrections.

We located the payments made in April, May and July sent via your mobile banking from [redacted]. Your payments are arriving with no account information listed and no instructions of where to place the funds. When this happens the funds are automatically placed in the member's saving account. Please ensure when transmitting payments to your VACU credit card that it is clearly marked to guarantee timely receipt of your payments. There was no payment received for June 2014.

As a courtesy, we refunded four late charges totaling $130. This includes the June late charge for which a payment was not received. Your August 2014 statement will show these refunds.

We have corrected your credit card account to accurately report and have notified the appropriate agencies. The response time for the Credit Reporting Agencies to update your file is approximately 45 days.

If there is an individual reporting agency that is still not reporting this information correctly after 45 days, you may submit a dispute directly with them. Once we receive the dispute from the Credit Reporting Agency, we will verify and resubmit the correct loan information.

It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. We regret that this experience was not as you expected and we hope our explanation has given you a better understanding of the events that occurred. If we can be of further assistance please call us at the numbers listed above.

Sincerely,

Executive Vice President

Member Services

Review: Despite VACU's assetion that that they mailed me both a new credit card and information about changing my accounts from a [redacted] to a [redacted], which they did not do, they also would not acknowledge their error. This resulted in my being fined $60 in late fees for an account I did not know I had while paying my monthly payments, every month, ahead of their repayment schedule, for the past 11 months. Thus my payments were being made to a closed account with a zero balanace but credited to the account they opened instead, without informing me. Although not verified as of yet, I expect my credit has been effected by non-payment to an account I did not know they had opened in my name without informing me. I have bank records to prove that I paid more than the minimum each month. Interestingly, they continued to accrue interest charges. I have had the same account with this organization since 2003 and would have expected more.Desired Settlement: DesiredSettlementID: Refund

I would like to have my $60 refunded to me and interest un-accrewed for the total amount that would have been paid to the account had they actually either mailed me, called me, emailed me or informed me some other way. It is quite sad that when an organization becomes so large that their greed overwhelms the level of customer services they had produced when I started working with them.

Business

Response:

Dear [redacted]:

Please accept this letter in response to an inquiry you made to the Revdex.com (Revdex.com). In your letter you expressed concern regarding our credit card conversation from [redacted] to [redacted] and the impact that had on your payments.

In February of 2014 we emailed you information advising you of the upcoming change and that you needed to update your bill pay service with the new account number.

In March of 2014 we issued your new [redacted]. The information included with the card advised you to change any bill pay information previously setup to reflect the new account number. We also mailed a separate letter in March of 2014 advising you of the change in account number and requested that you make payments to the new account number.

Your statement reflects all payments received (or not received). Your August 2014 statement shows a late charge because we have not received your August payment. As of today, we still have not received a payment for August or September. Please review the account where you payments are sent from to ensure you have updated your records with the new credit card number. We are sorry that we cannot refund any late charges or interest to this account. Please remit your payment(s) as soon as possible to avoid service interruptions to your card.

It is Virginia Credit Union's pledge to exceed our members' expectations and deliver the highest level of service possible. We regret that this experience was not as you expected and we hope our explanation has given you a better understanding of the events that occurred. If we can be further assistance please call us at the numbers listed above.

Sincerely,

Vice President

Member Services

Review: I am currently on bedrest due to complications of pregnancy after I received a loan from Virginia credit union. I also received a credit card after I was put on bed rest. I was told by the represnatitive they would work with me due to complications. I have been a great customer and paid previous loans on time. I dont want my credit destroyed due to my complications. I just ask for an extension which they would not reward to me. My baby life is first priority to me. I never been late on a loan or credit card ever and should be able to get an extension.Desired Settlement: Please allow me an extension due to my complications for my baby. I always paid previously but I am had an high risk pregnancy and can't work at the moment.

Business

Response:

Dear [redacted]

Thank you for contacting the Revdex.com (Revdex.com) and Virginia Credit Union. We tried reaching you by phone on several occasions but were unsuccessful. In your letter, you addressed concerns about not being able to make your loan and credit card payments on time due to complications from your pregnancy.

At the time of disbursement, you selected [redacted] on your installment loan. This protection could potentially pay your payments on your loan while you are out on disability. [redacted], the insurance provider of this coverage, would determine whether your disability would be covered or not once a claim is filed and proper documentation is received from your physician. Since we have not spoken to you, we have not been able to discuss these options with you and process a claim on your behalf. In order to start the process, please contact us and provide us with your last day worked. Unfortunately, this coverage is not available on credit cards. However, our collections Department is available to help make payment arrangements with you on your credit card.

It is Virginia Credit Union’s pledge to exceed our members’ expectations and deliver the highest level of service possible. Please contact us at [redacted] as soon as possible to provide us with the information needed to begin your claim process.

Sincerely,

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Description: Credit Unions, Financial Services

Address: PO Box 90010, Richmond, Virginia, United States, 23225

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