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Connects Federal Credit Union

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Connects Federal Credit Union Reviews (3)

Review: I was traveling overseas and submitted a written request to Connects FCU (using the form they required ) to allow access to my ATM/debit card overseas. I submitted the request to their member services department via the email address provided on the form several days in advance of my trip. After several days with no response I called Connects to ensure they had my request and to confirm that it would be processed. Each time I called I was dumped into the member services mailbox of someone named James. I left multiple messages asking to be contacted to confirm my request was recieved and processed. None were returned. I also called into the main operator several times (I believe his name was John). Each time I called he said he could not help me and That I needed to speak to James. I told him James was not getting back to me and he confirmed he was in the office and working. He said he would ask him to reach out to me as soon as he was available. I never heard back from anyone. Now I'm overseas and my ATM card is not working. I had to take a cash advance out on a credit card incurring substantial fees because I'm unable to access the funds in my Connects FCU account.Desired Settlement: I want them to process my request asap, and I want them to reimburse me for the transaction fee I have incurred when taking out the cash advance in my credit card. If they had processed my request in a timely fashion I would not have needed the cash advance.

Business

Response:

I have talked to our Branch manager and James (whom the

member mentioned in her complaint). This definitely was the credit Union’s

error. It appears to have been an oversight in processing the request. The error

and means of correcting the error has been discussed with James as to hope this

will not happen to future members.Our Branch manager and I reached out to our member, [redacted]

[redacted]. We apologized for the wrror and have reimbursed her [redacted] for out of

pocket fees for cash advance and $102.22 for our of pocket fees for the

TravelEx exchange.Please let me kno if there is something else needed.

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: My husband, [redacted] , went to the credit union and signed papers to have our account closed on May 1, 2015 at which time a new account was opened.

(May 13, 2015) 1:21 P.M. - I spoke with [redacted] at Connects Federal Credit Union today and was told that the account was still open even though it was supposed to be closed on May 1, 2015, by [redacted] and a new account was opened (Account Number: on that day by [redacted] by [redacted]) and was instructed by the Branch Manager, [redacted], on May 7, 2015. The account would be finally closed and a lockbox would prevent any further transaction from going through the account. I was also told today, May 13, 2015 that the account would remain open for 45 additional days if we wanted to settle up the account and then it would be charged off even though he signed paperwork closing the account and threaten thatit would go on our credit report.Desired Settlement: Account Closed immediately as requested on May 1, 2015.

Business

Response:

RE: Revdex.com Case# [redacted] After reviewing account and discussing with employees involved, the member's checking account was closed on May 29, 2015. The member does not owe anything concerning this checking account being closed. On Monday, June 1, 2015, our VP of Ops/Lending left a message for member to call. The VP of Ops/Lending wanted to inform the member their checking account was closed and was there anything else needed. At time of this writing, the member has not returned the call. Please let me know if there is something else needed.

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. 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,

Revdex.com spoke with the customer by phone on June 5, 2015, who confirmed that the business had addressed her issues and she did consider the complaint resolved.

Review: CONNECTS FCU failed to mail my bills to the correct address. I called and gave Federal Connects my updated address of [redacted]. They then sent mail to a mix of my old address and the newer address that I gave them ( a mistake made on their end). I never received a bill from that point forward and then the company refers my account to collections despite them having my email address and phone number. They then summoned me to court and sent the letter (again) to an address that does not exist. When I called to point out the error made on their end, the woman on the other end laughed and said there was nothing she could do. Horrible customer service.Desired Settlement: I would like a full review of my matter and I would like the money back that CONNECTS FCU gave to [redacted] to notify me of this issue seeing as how the address is still incorrect . I am more that sure that if you properly review my account, you will see the issue is not on my end. The people who work there should actually listen and verify information to be sure.

Business

Response:

It appears this member is complaining that Connects FederalCredit Union had an incorrect address for her account. Therefore she did notreceive notice of a balance due on her [redacted] credit card with Connects FederalCredit Union. It is general procedure that if the credit union does not receiveresponse on past due accounts, the account is turned over to our attorney forfurther collections. Credit Union documents reflect collection costs, ifneeded.Connects FCU needs to have change of address informationeither signed by the member or the Credit Union can use the notice of addresschange from the US Post Office. After researching this member’s account andreviewing the change of address documents, Connect FCU only has changes fromthe US Post office. The latest change of address documents, Connects FCU onlyhas changes from the US Post Office. The latest change of address from wereceived it dated November 2012 (copy sent with this response). And the addresson this form is:[redacted]This is still the same address we have on record.Please let me know if there is something else needed.

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.Again I would like to stress that [redacted] is not even an address. It doesn't even come up on [redacted], I can hardly believe USPS approved this as an actual address. The address I gave you which I can prove is [redacted] That is where I lived at the time of the address change. Imagine the shock when I found out my wages were being garnished. I went to the post office and they confirmed that the address does not exist.

Regards,

Business

Response:

Revdex.com spoke with the business. The address change came from the post office not from the business and that is the only address change they have received.

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. There is no proof that I ever gave the Post Office that address and it does not exist despite what the Post Office says. I know I for one never received any bills once I called and gave FCU my updated address. I can provide call records from my cell phone company. I called them myself and gave them the updated address of [redacted] If an address shows changed by the Post Office but not confirmed by the user shouldn't a call be placed to me or email or something? How am I to know the post office submitted a change of address using an address that does not exist.

Regards,

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Description: Credit Unions

Address: 7700 Shrader Rd, Richmond, Virginia, United States, 23228

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