Arizona Central Credit Union

At no point did I ever receive any contact about the insufficiency of

the insurance, the only contact letters I received from Arizona Central

Credit Union were that asking for the title of my vehicle. Arizona

Central Credit Union has both my phone number as well as my email

address, at no point were either of those methods used to contact me. I

never received those letters, I moved in February, however my mail was

requested to be forwarded a phone call was utilized to change the

address with the Credit Union. However due to another move the address

was never changed, the address I originally had was left in the system. I

changed my new address online this time.  Despite the times

I have contacted Arizona Central Credit Union never once did they

disclose the information provided to Revdex.com to me. I have emailed multiple

times about the CPI, each time being told to send my insurance info for

that period of time in and nothing more.
The amount of CPI makes even less sense, if the CPI was purchased in the beginning of July and proper insurance coverage was obtained in the end of July, that means over two thousand dollars is being charged for a period of time that has passed before the CPI was ever purchased. How does that protect the investment of the Credit Union if there is active proper insurance maintained?

While I understand Ms. [redacted] concerns, the amount of the premium covers the entire period the vehicle did not have collision coverage.  She misunderstands the information provided.  The only letter that was returned was noted in our original response, so it is safe to assume the other letter were, in fact, delivered.  Lastly, this is a hard charge, paid to an insurance company and not something we are able to waive as a gesture of good faith.  I have attached the acknowledgement/agreement disclosing all the terms Ms. [redacted] is now disputing.  Unfortunately, the credit union position has not changed.

This fee is disclosed on the Fee Schedule provided to all members.  In addition, the month before charging this fee, we mail a letter to our members notifying them all they need to do is contact us to ensure this fee is not charged.  [redacted] spoke with our Solution Center on...

9/1/2015 and all the fees refereenced in her complaint were refunded.  We also explained how they are calculated and how to avoid them.

Arizona

Central Credit Union acknowledges receipt of the complaint from [redacted]  The loan for the 2012 Ford

Escape was opened November 13, 2014 with an original amount of $20,000.  All applicants are required to sign loan

documents including a Supplemental Insurance Provision...

that clearly details

insurance requirements  of “comprehensive

and collision insurance against loss or damage on the personal property that is

securing your loan in an amount sufficient to cover the credit union’s interest

in the collateral”.  [redacted]igned this

document and provided a copy of a [redacted] Insurance ID card.Through

regular review of loan files, it was discovered that [redacted] did not carry

collision coverage with [redacted] Insurance. 

We issued a letter April 28, 2015 stating we were unable to accept the

policy for this reason.  The letter also

offered several ways for [redacted] or her agent to provide proper proof of

insurance to avoid our purchasing insurance on her behalf.  We did not receive a response to this letter

and another letter was sent May 26, 2015 with the same request for information

of proper coverage.[redacted]’s

policy with [redacted] renewed June 3, 2015 and we received a copy of the

declarations page detailing coverage. 

Again, there was no collision coverage listed on the policy.  The third letter dated June 23, 2015 indicated

Arizona Central Credit Union purchased coverage to protect our interest in the

collateral and would remain in effect until satisfactory evidence of insurance

was received.  This is common practice

for financial institutions to protect their collateral.  The insurance purchase price of $3,028 was

added on July 6, 2015 which increased the payment from $419.90 to $679.81.  The policy purchased by Arizona Central is a

one year policy and the monthly payment amount is increased for only 12

payments, not the life of the loan.  [redacted]

obtained a new policy with [redacted]n July 29, 2015 with the proper comprehensive

and collision coverage and the collateral protection insurance obtained by AZ Central

Credit Union was cancelled.  A refund in

the amount of $888 was applied to the loan and a new letter sent September 15,

2015 (this letter was sent back RETURN TO SENDER) stating our policy has been

cancelled however any lapse in coverage would be the responsibility of the

member.  Because we did not have

satisfactory evidence of collision coverage from November 13, 2014 until July

29, 2015, the premium amount was reduced to  $2,140 and is still due and payable by the

member in the form of increased monthly loan payments of $603.59.  If payments of $603.59 are continued, the

remaining policy amount of $2,140 will be paid in full as of June 2016 and the

payment will decrease to the original amount of $419.90 provided proper

coverage is maintained.Arizona

Central Credit Union clearly disclosed the required insurance coverage and made

several attempts to notify [redacted] of the missing coverage before purchasing our

own.  There are

several options available to [redacted] to reduce her payment and we would be happy to

discuss these with her.  She should call

and speak with Traci S[redacted] Director, Support Services at 6[redacted]

In response to the complaint referenced above, I offer the following explanation.The fees [redacted] is referring to are: (Note all fees are disclosed in compliance with State and Federal regulations)• $5.00 Single Service Fee:...

 Charged when members only have one account.  • $10.00 Inactive Membership Fee:  Charged when a membership has no activity, on any account, for 12 months.[redacted] had a savings account and a loan which was paid off in December, 2011.  We waive the Single Service Fee for 12 months after a loan is paid off, so he began being charged this fee in December, 2012.  Total he was charged for this fee was $165.00.  12/2012 through 8/2015.[redacted] began being charged the Inactive Membership Fee in June, 2013.  We sent him a letter making him aware of the pending fee the month before he was charged.  Total he was charged for this fee was $260.00.  6/2013 through 8/2015.The letter [redacted]  refers to in his complaint is the regulatory requirement that we notify members when they have had no activity for 36 consecutive months.  We are required, by law, to escheat funds from these dormant accounts to the State of Arizona.  [redacted] would have been able to claim his funds from the State.I will confirm that [redacted] was not receiving a paper statement in the mail, he had enrolled in electronic statements.I contend that [redacted] did have a responsibility in this situation, however, I believe the credit union did as well.  Our team should have explained and educated [redacted] when he came in to close his account and discussed a compromise and offered him a refund.  Which is what I am doing effective today.I have reopened [redacted]’s savings account and deposited $275.00.  The fee refund is broken down as follows:  The 12/2012 fee of $5.00, ½ of the fees assessed in 2013 for $60.00, ½ the fees assessed in 2014 for $90.00 and all of the fees assessed in 2015.It is never our intent to over-fee our members, I hope [redacted] feels this is a fair and equitable compromise.

Review: I was charged a $10/month inactive account fee. I was not notified of this fee. It occurred for 6 months without my knowledge.Desired Settlement: Return of $60

Business

Response:

This fee is disclosed on the Fee Schedule provided to all members. In addition, the month before charging this fee, we mail a letter to our members notifying them all they need to do is contact us to ensure this fee is not charged. [redacted] spoke with our Solution Center on 9/1/2015 and all the fees refereenced in her complaint were refunded. We also explained how they are calculated and how to avoid them.

I have an auto loan with AZ Central Credit Union for which I am obligated to pay $580.00/ month. I got behind on my payment two payments. I called and tried to make a $600.00 payment over the phone with anticipation of making another $600.00 payment the following week to catch up. The banker told me she would not accept the payment from me because they needed a minimum payment of $1200 because I had let my insurance laps and they were going to have to back charge me for the insurance in the amount of aprox. $400/ month. I followed up that next weekend and tried again with someone different and once again they wouldn't take my payment and they stated that I had to make a minimum payment of $1800. Another week past and I went into the branch nearest my residence and I tried to make a payment of $1200 and they told me they could not take that payment either, even though I had proof of insurance. They now stated that I had to pay $2800. What gives? Some funny math going on. Later the next day checked my credit report and they were reporting that I was delinquent $3200. What gives does anyone know what I really owe.

On two occasions they stated that they would have someone call me back the following business day and we made sure that my phone number was updated and no one has yet to call me back. No one ever contacted me to tell me that they were going to start charging me this ridiculous amount for insurance or I would have replied. I just logged into my Account and it states that I owe $965.64, but that's to be expected because it's never up to date.

I am now left with no other option other than to return the truck and be left with a repossession because, I'm so upside down that it's worthless as a trade in.

They're impossible to deal with!

Review: I had a Savings account with ACCU , they charge me from June 2013 to June 2015 $421.95 in fee with out sending me any letter about amount on those fee or any statements. I didn't receive any statements from years the last statement when I have is from March 2006. I July 2015 I get a letter in the mail that they will close my account in October 2015 .

Business

Response:

In response to the complaint referenced above, I offer the following explanation.The fees [redacted] is referring to are: (Note all fees are disclosed in compliance with State and Federal regulations)• $5.00 Single Service Fee: Charged when members only have one account. • $10.00 Inactive Membership Fee: Charged when a membership has no activity, on any account, for 12 months.[redacted] had a savings account and a loan which was paid off in December, 2011. We waive the Single Service Fee for 12 months after a loan is paid off, so he began being charged this fee in December, 2012. Total he was charged for this fee was $165.00. 12/2012 through 8/2015.[redacted] began being charged the Inactive Membership Fee in June, 2013. We sent him a letter making him aware of the pending fee the month before he was charged. Total he was charged for this fee was $260.00. 6/2013 through 8/2015.The letter [redacted] refers to in his complaint is the regulatory requirement that we notify members when they have had no activity for 36 consecutive months. We are required, by law, to escheat funds from these dormant accounts to the State of Arizona. [redacted] would have been able to claim his funds from the State.I will confirm that [redacted] was not receiving a paper statement in the mail, he had enrolled in electronic statements.I contend that [redacted] did have a responsibility in this situation, however, I believe the credit union did as well. Our team should have explained and educated [redacted] when he came in to close his account and discussed a compromise and offered him a refund. Which is what I am doing effective today.I have reopened [redacted]’s savings account and deposited $275.00. The fee refund is broken down as follows: The 12/2012 fee of $5.00, ½ of the fees assessed in 2013 for $60.00, ½ the fees assessed in 2014 for $90.00 and all of the fees assessed in 2015.It is never our intent to over-fee our members, I hope [redacted] feels this is a fair and equitable compromise.

Mrs. [redacted], who apperantly deals with insurance and has phone number **SSN**,called me yesterday and explained that my insurance policy was incorrect because [redacted] put me under a liability insurance instead of a full coverage. I quickly called my insurance company and was able to resolve the misunderstanding that was caused back in November and got full coverage for my vehicle. I quickly called Mrs. [redacted] and gave her my new information and she did not say anything about getting charged extra. She then resulted in calling me back to probably the rudest customer service experience I have ever had. She stated that because my insurance was liability and not full coverage I would have to pay the difference. I did not understand because regardless I knew I had some sort of insurance and therefore did not feel like I should have paid collateral insurance. I was never rude to her about it I just wanted to make sure I understood the situation experience I voiced my concern I began to feel pressure as well as attacked by her because as much as I have tried to remain calm, she continued to badger me.I explained to her that I was struggling and am a single mom and in return she stated "I don't feel sympathy for you." In my years of working with customer service I have never EVER felt so belittled by a single individual. I pleaded to see if I can talk to someone else that could further help me and she stated "no , you will have to pay." As I got more and more frustrated because she kept denying my plea to talk to a manager or someone that was not her, she continued to repeat that she didn't care and I had to pay. I understood I had to pay,all I wanted to know was if there was any possible way to get help in paying. I realize the problem was me and my insurance company but she was the most rudest,inconsiderate, un emotional human being ever. As she brought me to tears literally,she stated "I can't deal with this right now,no matter what you have to pay," and hung up on me. I admit I was raising my voice but only because her and I have had a past. Since December [redacted] has been rude in every conversation we have had. It got so bad I had my sister experience her wrath and confirmed with me that she was not a helping person. In fact, she does not seem to have any sympathy or regard with our converstations. Thankfully I have recorded all our conversations and have shown them to my peers and they too agree she has been rude since day one.I don't know if its a personal vendetta but I do not want any business with her ever again. The faith I had in Arizona Central Credit Union died with [redacted]. She has ruined my experience and I will never, after I refinance,do business with this company again.

Worst bank ever!! First off to get a loan from them they forced me to open an account with them and made me deposit $55. Without my approval or any kind of notice they took $25 from my (forced to open account) and put it towards my loan even though I already make double payments each month! I called to change my address and they refuse to do it over the phone even though I provided my name, birthday, social security and secret question. They of course want me to personally drive there to change my address, as if I don't have enough on my plate with moving and unpacking. I told them to forget it, I've never received mail from them anyway, I won't bother changing my address! They told me they would give me a fine for not changing it if they find I moved and didn't change my address with them. Today I called to get my account number and their zip code so I could set up online bill pay through my bank, since they won't let me pay my loan payment online with them. The it that answered have me my own zip code after asking me all my security questions but refused to give me my account number, again they want me to personally come in! I'm so frustrated with this bank, they are the least helpful, they do nothing to make anything easier and their customer service is worthless, not sure why they even have phones to answer if they can give you zero information about your own account! Wish I had known all of this before obtaining a loan with them, I would have gone to a more customer friendly bank!!! Save yourself the hassle and pick a different bank to do business with!!!

Review: I am so angry I cannot begin to tell you. [redacted] Credit Union, offers a skip a loan payment once a year. I paid the 25.00 processing fee and they approved it. [redacted] Bank called me and told me my bank account was overdrawn by $119.00. They processed the loan payment on my car for 289.00 anyway. I called them, they told me to stop payment on it, which I did (30.00) later. They credited the money back into my acct the next day, now they are sending me collection notices for the same payment. They say I was credited twice by them, which is an absolute and total lie. They must employ third graders to do finance there. Any it would see that I would have a credit balance surplus of 289.00 had that been the case. There was no credit by my bank only the original amount these scheisters credited. I hate these people and wish I had never refinanced with them. I would rather pay a higher finance rate than to deal with these yahoo's!!!!!!!!!!!!! I am going to a locale branch tomorrow and am going to raise holy hell!!! I will go to Channel 13 News, Facebook and plan to post on my companies website what incompetents they truly are. Duh where were these people edumicated, not in any school, I went to, an yes the misspelling was intended because they are so incompetent!!!!!!Desired Settlement: Fix it, get their sorry as educated, refund the 25.00 processing fee, the stop payment fee of 30.00, and give me another skip payment. I feel this is the least they could do for all the time and energy it has taken to try and deal with this situation.

Review: I refinanced with AZ central credit union in order to reduce my monthly payments despite the fantastic service I received from [redacted] This has proven to be a mistake due to the outrageous added cost of CPI. With [redacted] I paid 548.00 a month, I am now struggling to pay 604.00 a month in what was originally a 419.90 monthly bill.

When I switched to ACCU I had [redacted]nsurance, a company I had been with since 2012. Six months went by with no issues. I did receive mail from ACCU requesting the title to my vehicle, once I received said title I mailed it to ACCU, that was the only contact I received from ACCU.

In July 06 2015 a CPI of over 3000.00 was placed on my loan sky rocketing it past the original loan amount of 20000.00, I did not find out about this until 27th of July by logging into my account online. I switched from [redacted] to [redacted] gaining the needed coverage [redacted]ailed to grant despite a huge rise in monthly payments.

I spoke to a clerk at a Tucson location about how to add my new insurance and I was informed to bring in the policy.

This I did, however a different clerk was there and gave me entirely different directions, informing me that my insurance should contact the credit union and that I would be credited for the extra amount paid and the CPI removed.

I was handed a green paper with instructions on it, which I followed. On Sep, 14th, 2015 a debt adjust appeared on my auto loan of 888.00 leaving the remaining amount of the CPI 2140.00.

I contacted the credit union multiple times asking for the CPI removal and if I could do anything to have it removed. I was informed that the CPI remained on there due to a lapse in coverage from 11/13/14 to 7/29/15. I emailed multiple copies of the old insurance documents stating that I maintained insurance but switched due to failure to provide proper coverage despite multiple attempts.

"Unless you provide us with evidence of insurance coverage required by-your loan/lease agreement with

us, we may purchase insurance at your expense to protect our interest in your collateral. This insurance may, but

need not, also protect your interest. If the collateral becomes damaged, the coverage that we purchase may not pay any claim that you make or any claim that is made against you in connection with the collateral. You may later cancel any insurance purchased by us, but only after providing us with the evidence that you have obtained

acceptable insurance coverage elsewhere as required by your loan/lease agreement with us."

I have contacted the credit union multiple times and it is always the same run around. This entire experience has been beyond frustrating and I do not feel as though Arizona Central Credit Union values their customers time or money.

I am exhausted and I have maintained insurance as well as have GAP insurance, when the required coverage was not granted I switched to an insurance company that provided the needed coverage.

There is no reason for the CPI, especially not 2140.00 for a period of time that has long since past. Any more run around and I may just give into the temptation to drop my car off at the credit union with the keys and say "no more, it's yours,".Desired Settlement: All I desire is the CPI refunded and to be credited for the extra I have paid.

Business

Response:

Arizona

Central Credit Union acknowledges receipt of the complaint from [redacted] The loan for the 2012 Ford

Escape was opened November 13, 2014 with an original amount of $20,000. All applicants are required to sign loan

documents including a Supplemental Insurance Provision that clearly details

insurance requirements of “comprehensive

and collision insurance against loss or damage on the personal property that is

securing your loan in an amount sufficient to cover the credit union’s interest

in the collateral”. [redacted]igned this

document and provided a copy of a [redacted] Insurance ID card.Through

regular review of loan files, it was discovered that [redacted] did not carry

collision coverage with [redacted] Insurance.

We issued a letter April 28, 2015 stating we were unable to accept the

policy for this reason. The letter also

offered several ways for [redacted] or her agent to provide proper proof of

insurance to avoid our purchasing insurance on her behalf. We did not receive a response to this letter

and another letter was sent May 26, 2015 with the same request for information

of proper coverage.[redacted]’s

policy with [redacted] renewed June 3, 2015 and we received a copy of the

declarations page detailing coverage.

Again, there was no collision coverage listed on the policy. The third letter dated June 23, 2015 indicated

Arizona Central Credit Union purchased coverage to protect our interest in the

collateral and would remain in effect until satisfactory evidence of insurance

was received. This is common practice

for financial institutions to protect their collateral. The insurance purchase price of $3,028 was

added on July 6, 2015 which increased the payment from $419.90 to $679.81. The policy purchased by Arizona Central is a

one year policy and the monthly payment amount is increased for only 12

payments, not the life of the loan. [redacted]

obtained a new policy with [redacted]n July 29, 2015 with the proper comprehensive

and collision coverage and the collateral protection insurance obtained by AZ Central

Credit Union was cancelled. A refund in

the amount of $888 was applied to the loan and a new letter sent September 15,

2015 (this letter was sent back RETURN TO SENDER) stating our policy has been

cancelled however any lapse in coverage would be the responsibility of the

member. Because we did not have

satisfactory evidence of collision coverage from November 13, 2014 until July

29, 2015, the premium amount was reduced to $2,140 and is still due and payable by the

member in the form of increased monthly loan payments of $603.59. If payments of $603.59 are continued, the

remaining policy amount of $2,140 will be paid in full as of June 2016 and the

payment will decrease to the original amount of $419.90 provided proper

coverage is maintained.Arizona

Central Credit Union clearly disclosed the required insurance coverage and made

several attempts to notify [redacted] of the missing coverage before purchasing our

own. There are

several options available to [redacted] to reduce her payment and we would be happy to

discuss these with her. She should call

and speak with Traci S[redacted] Director, Support Services at 6[redacted]

Consumer

Response:

At no point did I ever receive any contact about the insufficiency of

the insurance, the only contact letters I received from Arizona Central

Credit Union were that asking for the title of my vehicle. Arizona

Central Credit Union has both my phone number as well as my email

address, at no point were either of those methods used to contact me. I

never received those letters, I moved in February, however my mail was

requested to be forwarded a phone call was utilized to change the

address with the Credit Union. However due to another move the address

was never changed, the address I originally had was left in the system. I

changed my new address online this time. Despite the times

I have contacted Arizona Central Credit Union never once did they

disclose the information provided to Revdex.com to me. I have emailed multiple

times about the CPI, each time being told to send my insurance info for

that period of time in and nothing more. The amount of CPI makes even less sense, if the CPI was purchased in the beginning of July and proper insurance coverage was obtained in the end of July, that means over two thousand dollars is being charged for a period of time that has passed before the CPI was ever purchased. How does that protect the investment of the Credit Union if there is active proper insurance maintained?

Business

Response:

While I understand Ms. [redacted] concerns, the amount of the premium covers the entire period the vehicle did not have collision coverage. She misunderstands the information provided. The only letter that was returned was noted in our original response, so it is safe to assume the other letter were, in fact, delivered. Lastly, this is a hard charge, paid to an insurance company and not something we are able to waive as a gesture of good faith. I have attached the acknowledgement/agreement disclosing all the terms Ms. [redacted] is now disputing. Unfortunately, the credit union position has not changed.

Good Afternoon,

I am writing you as a soon to be former customer of Arizona Central Credit Union. Do to my experiences from January 2015 to now I am choosing to go through another banking institution for my future banking needs.

Around mind January 2015 I began the process to refinance my home with AZ Central. This process was explained to be very simple and would be done in no time. Jay L[redacted] was our contact with AZ Central who assured us he would follow up and be there for us every step of the way. This promise from him was definitely a lie! I can count on my hand the times he has communicated with us to give us an update or advise us of needed documents. Most of the time my wife Alicia would have to call him, leaving countless messages since he never seems to be available to speak with. This frustration caused me to reach out to Cathy B[redacted] who again was less than helpful. She as well said she would follow up and communicate with us however, has only contacted us once this entire process.

My wife and I both understand there is a process for obtaining a Refinance, however, the lack of customer service and care from your mortgage team has caused us to go with a company that is more than willing to have our business.

Because of my interactions with your team I will be closing any and all accounts I have with Arizona Central. I will also communicate this experience to my family, friends and anyone else that know that has an account with AZ Central to let them know how I have been treated. I can assure you that I will not be the only customer you loose because of this LACK of customer service.

Thank you

John * A[redacted]