Connexus Credit Union

Beware of Connexus Credit Union who charges a $30 "closure fee" on each matured IRA certificate. For many years I have been doing business with many other credit unions and banks and never been charged a fee to transfer/roll or receive my IRA money at maturity. I'm a senior citizen and with interest rates to all time lows this is a disgrace! I will never do business with Connexus Credit Union again!

RE: Complaint # [redacted] Dear Ms [redacted] Thank you for alerting us to the concerns of our member per complaint ID [redacted] dated March 10, At Connexus, we take all complaints very seriously and hope that from each we can learn something that helps us to prevent similar concerns in the future We have reviewed the circumstances around this member’s March auto loan, forced place insurance, and subsequent credit bureau report The member requests on behalf of herself and her husband the following: ? Due to ineffective communication regarding the requirement, timing and cost of forced place insurance (FPI), and members’ subsequence delinquency in paying for the FPI, a negative report made by Connexus should be removed from their credit report Unfortunately, this is not a change we are able to make Our records demonstrate that: ? We followed our practice and policy and requirements outlined in the borrower’s loan agreement regarding maintenance and proof of insurance? We followed our practice and policy by generating letters to the primary borrower (husband) on May and May 26, regarding the lack of proof of insurance on fileThese were sent to the address provided at the time of the loan’s origination ? Member wife interacted with our staff and in our on line bill pay system on May and May No mention was made to us regarding an address change at that time? At the time the FPI was placed (July 2014) it is our practice to send another letter that outlines the new payment amount, expected payment dates and other details, including months of coupons It is not our practice to retain copy of this correspondence; however, staff asserts that this step was completed in this instance? On September 23, 2014, we received notice from the post office of an address change and promptly updated our system Correspondence sent after that date went to the new/corrected address? Connexus received proof of insurance from the members at the end of September That policy indicated that coverage started at that time and was not effective from March up to that date FPI was then cancelled on September 20, At that point the member owed the cost of the FPI from March to September 20, ? Between August 14, and February 24, 2015, twelve (12) telephone contacts occurred between Connexus and one or the other spouse Of the 12, seven (7) were messages left by Connexus that did not receive a timely response The remaining five (5) resulted in in-person telephone conversations with one or the other spouse Our contact notes indicate that amount of money owed for the FPI was discussed Of the 12, nine (9) were originated by Connexus The remaining three (3) calls originated by the members appear to be a result of messages left by Connexus? A letter sent to the post office-corrected address on October 13, included acknowledging that we now had proof of insurance going forward and the amount of money owed for the FPI coverage from March to September? Fair Credit Reporting Act standards require Connexus to “report complete and accurate information to the credit reporting agencies” After completing our investigation it has been determined that we are in fact reporting accurately At this time, the members are current Their next payment of $is due on March 31, We regret the dissatisfaction and frustration experienced by our members in this situation We believe we did the best we could to communicate with our members about their situation and welcome feedback on how we can improve the effectiveness of our processes Please do not hesitate to contact me with any additional questions A copy of this response has also been mailed to the concerned membersSincerely, [redacted] Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI [redacted] [redacted]

The information provided to Mr. [redacted] is what we have on record concerning the purchase of the loan. We certainly have no issue closing the account and have done so per Mr. [redacted] request. Thank you

The following information was emailed to [redacted] on May 10, 2016:Dear [redacted] Thank you for reaching out to the Revdex.com (Complaint # [redacted]) with your concerns.  We received the information May 4, 2016.  At Connexus, we take all complaints seriously and hope that...

we can learn something from each one that helps us prevent similar issues in the future.  Also, when we are at an impasse with a member, we welcome outside perspective. I have reviewed our record and your concerns including:   On 4/14/16 you informed us that you wished to surrender the vehicle financed through Connexus.  On 4/18/16 we initiated the voluntary surrender vehicle recovery process. On 4/19/16 the vehicle was picked up via arrangements made by Remarketing of America (ROA), a recovery and remarketing firm utilized by Connexus. On 4/28/16 you contacted us at Connexus to determine if you could reclaim your car for an interested buyer. Between 4/29 and 5/2/16 the auction house information was provided and you were able to reclaim your car. Between 5/2 and 5/3 you advised us that some personal items were missing from your car, specifically a speaker that was in the trunk.  We advised that follow up on this concern needed to occur with those who handled your vehicle after it was repossessed. ROA describes that there were no personal items in the car.  The only audio system observation reported was that the original radio was on the front seat of the car, giving the appearance that you upgraded the radio at some point, but removed it prior to repossession.   Vanessa, I’m sorry to hear of the recent difficulties with your car payments and hope that you have been able to sell the car as you’d hoped.  We appreciate that you were in communication with us and worked to resolve things.  Beyond this, Connexus is not accountable for personal property that may have been left in the car.  Your best recourse is to pursue this concern with the towing company and auction house.   I will submit this response to the Revdex.com. Sincerely, [redacted]
Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401  (715) 870-2606

August 19, 2015
 
Revdex.com of Wisconsin
Attention:  [redacted]
10019 W. Greenfield Avenue
Milwaukee, WI 53214
 
RE:  Complaint # [redacted]
 
Dear Ms. [redacted]
 
Thank you for alerting us to the concerns of our member per complaint ID [redacted]...

dated August 17, 2015.  At Connexus, we take all complaints very seriously and hope that from each we can learn something that helps us to prevent similar concerns in the future.
 
I have reviewed the circumstances around this member’s situation.  This member originated an auto loan with Connexus through our indirect lending program on March 18, 2014 in the amount of $23,992.34.  Her loan balance today is $23,395.61.  A payoff quote for today’s date would be $23,902.01.
 
In her complaint the member asks for help understanding how the loan could be over a year old, yet she stills owes essentially the original loan amount.  She has been told that she is 4 months behind in payments and is eligible for repossession and she would like an explanation for that as well.   She states that she has been paying on her loan every two weeks.
 
Enclosed please find a loan history summary that presents in detail all that has occurred with this loan.  In general, she has made little progress paying down the principal due to other issues including:
·         Incurring late fees
·         Incurring for Forced Place Insurance from December 2014 to April 2014 when proof of insurance was provided
·         Making partial payments essentially since December 2014 and in some cases missing monthly payments.
Given all of the above, it is easy to see why the situation is confusing.  The payments she has made have largely gone to pay interest, fees, and insurance with little reaching the principal.
 
I have also reviewed our contact logs and see that Connexus has been making regular attempts to reach the member for a total of 30 between May 2014 and August 2015.  On at least five occasions we were able to speak to the member.  On  August 11, she advised that she plans to make a full payment on August 28 and plans to try to make payments (partial or full) every two weeks going forward.     
 
In conducting all of the above we followed our normal practice and policy and requirements outlined in the borrower’s loan agreement regarding maintenance and proof of insurance.  We also followed our normal practice and policy in our verbal and written communications.
 
We regret the dissatisfaction and confusion experienced by our member in this situation.  We believe we did the best we could to communicate about the situation and welcome feedback on how we can improve the effectiveness of our processes. 
 
I would very much like to offer to her the support and assistance of a service with whom we work called Green Path.  They have been very helpful to our members in organizing loan payments, avoiding late fees, etc.  There is no charge for most of their services.   I plan to mail that information to our member separately.   
 
Please do not hesitate to contact me with any additional questions.   A copy of this response has also been emailed to the concerned member.
 
 
Sincerely,
 
[redacted]
Chief Experience Officer (CXO)
One Corporate Cove, Suite 500
Wausau, WI 54401
  (715) 870-2606
  [email protected]
 
 
Attachment:      Redacted copy of Loan H

We have thoroughly reviewed this situation and sent the following correspondence to Daniel this morning: Dear Daniel Thank you for reaching out to the Revdex.com with your concerns (Complaint # 11963396).  We received the information on January 30, 2017 and have been...

reviewing your experience.  Please know we take all complaints seriously and hope that we can learn something from each that helps us prevent similar issues in the future.  Our review of your experience has certainly achieved this.   I agree with your description of your concern.   After you satisfied your loan, the automatic payments originally established continued for two additional cycles.   I'm relieved to report that this is unusual.  We have primary and back up processes in place to discontinue automatic payments following loan closure.  Your experience, however, led us to find flaws in those processes.  We can and will do better in support of both our members and our employees who rely on internal processes to do a great job for our members.  We are in the process of addressing those deficiencies, so that they will not recur for anyone else. I reviewed your account again this morning and see that the money has been refunded and all accounts closed as you requested.  I regret very much that you had such an unpleasant experience with us but am grateful that it led us to needed improvements. Wishing you all the best  -    Marita

RE:  Complaint # [redacted]Dear Ms. [redacted]Thank you for alerting us to the concerns of our member per complaint ID [redacted] dated March 10, 2015.  At Connexus, we take all complaints very seriously and hope that from each we can learn something that helps us to prevent similar concerns in...

the future.  We have reviewed the circumstances around this member’s March 2014 auto loan, forced place  insurance, and subsequent credit bureau report.  The member requests on behalf of herself and her  husband the following: ? Due to ineffective communication regarding the requirement, timing and cost of forced place  insurance (FPI), and members’ subsequence delinquency in paying for the FPI, a negative report  made by Connexus  should be removed from their credit report Unfortunately, this is not a change we are able to make.  Our records demonstrate that: ? We followed our normal practice and policy and requirements outlined in the borrower’s loan  agreement regarding maintenance and proof of insurance. ? We followed our normal practice and policy by generating letters to the primary borrower  (husband) on May 12 and May 26, 2014 regarding the lack of proof of insurance on file. These  were sent to the address provided at the time of the loan’s origination.  ? Member wife interacted with our staff and in our on line bill pay system on May 13 and May 14.   No mention was made to us regarding an address change at that time. ? At the time the FPI was placed (July 2014) it is our practice to send another letter that outlines  the new payment amount, expected payment dates and other details, including 9 months of  coupons.  It is not our practice to retain copy of this correspondence; however, staff asserts that  this step was completed in this instance. ? On September 23, 2014, we received notice from the post office of an address change and  promptly updated our system.  Correspondence sent after that date went to the new/corrected  address. ? Connexus received proof of insurance from the members at the end of September 2014.  That  policy indicated that coverage started at that time and was not effective from March 2014 up to  that date.  FPI was then cancelled on September 20, 2015. At that point the member owed the  cost of the FPI from March 20 to September 20, 2014. ? Between August 14, 2014 and February 24, 2015, twelve (12) telephone contacts occurred  between Connexus and one or the other spouse.  Of the 12, seven (7) were messages left by  Connexus that did not receive a timely response.     The remaining five (5) resulted in in-person  telephone conversations with one or the other spouse.  Our contact notes indicate that amount of money owed for the FPI was discussed.  Of the 12, nine (9) were originated by Connexus.  The  remaining three (3) calls originated by the members appear to be a result of messages left by  Connexus. ? A letter sent to the post office-corrected address on October 13, 2014 included acknowledging  that we now had proof of insurance going forward and the amount of money owed for the FPI  coverage from March to September. ? Fair Credit Reporting Act standards require Connexus to “report complete and accurate information to the credit reporting agencies”.    After completing our investigation it has been determined that we are in fact reporting accurately.  At this time, the members are current.  Their next payment of $239.42 is due on March 31, 2015.  We regret the dissatisfaction and frustration experienced by our members in this situation.  We believe  we did the best we could to communicate with our members about their situation and welcome  feedback on how we can improve the effectiveness of our processes.   Please do not hesitate to contact me with any additional questions.   A copy of this response has also  been mailed to the concerned members. Sincerely,[redacted]Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401  [redacted]
  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have heard from Connexus.  I disagree with their statements.  Their handling of my account was very poor.  They charged me interest on a sale that was to have no interest if paid in 3 mos., which it was.  I initially did not complain and just paid it off and that was when all the difficulty began.  They charged interest on a paid account of $33 & change for 1 mo.  Something is wrong with this company. What interest rate were they using for such a charge on a zero balance. Then they ask me to mail a check for their unpaid balance + dangling interest.  I complied to just get them off my back.  I was busy at they time and had just moved. Then they claimed they had not received my check.  I applied to close the account in June and they stated I had not.  I have email notes to prove this.  Now they are willing to forgive interest I did not even owe.  They claim their employees are instructed to contact loanees and to close an account but they tried to string out the account and continue to claim interest.  I have NEVER encountered such a dishonest company.  I hope no one else has to run into this deceitful credit union or take out a loan with them.  [redacted]
Regards,
[redacted]

Review: I became associated with Connexus Credit Union through my previous employer. Aspirus Wausau Hospital offers Health Savings Accounts to its employees through CCU. Last year I changed employers and no longer needed to continue my account with CCU. I attempted to empty my account by paying a bill I held with Aspirus Wausau Hospital. CCU offers a feature to pay bills online by using a setting that automatically deducts funds from your account and sends a check to a pre specified payee. I was using this auto pay feature when I clsed my account with CCU. I phoned CCU and closed my account over the phone. When the customer service rep stated the account was closed I asked, "That's it? That's all I have to do?" They said "Yes." However the auto pay feature was not turned off and CCU continued to mail checks to Aspirus from my closed account. This happened between the months of Sept 2013 to March 2014. With every check marked "CLOSED ACCOUNT" that has been issued from Connexus a $25.00 fee has been added to my account now totaling $150.00. When I reported this to Member Center Consultant Laura Goetsch she admitted to me she thought I was "crazy" after recieving faxed copies of the checks sent to Aspirus. She didn't believe activity would be coming out of a closed account. After researching this she admitted CCU works with another company for this feature and it was not turned off when I closed my account. However, because it has taken me six months to straighten this out CCU believes I should be held responsible for the charges.Desired Settlement: CCU should pay Aspirus $150.00, not me.

Business

Response:

I was out of the office and just back in today. In regards to complaint number [redacted], Connexus has reimbursed the funds to the individual in full as of 04/03/14 in the amount of $197.00.

This was mailed to the person’s home address.

Again, sorry I didn’t reply sooner and let me know if you need more information.

Thanks,

[redacted], CPA, CBM, CUCE, CUERME

Executive Vice President / Chief Financial Officer

Connexus Credit Union

Review: I have been paying on my car for a little over a year, and im trying to see whats going on because the same amount I have lefted was the same amount I paid for the car. They are saying that im behind 4 months and my car is up for repo I dont understand how is that because I pay every 2 weeks and my car payment is $467.45 every month. Im just tryna get this matter resolved so I can get out this loanDesired Settlement: N/a

Business

Response:

August 19, 2015

Revdex.com of Wisconsin

Attention: [redacted]

10019 W. Greenfield Avenue

Milwaukee, WI 53214

RE: Complaint # [redacted]

Dear Ms. [redacted]

Thank you for alerting us to the concerns of our member per complaint ID [redacted] dated August 17, 2015. At Connexus, we take all complaints very seriously and hope that from each we can learn something that helps us to prevent similar concerns in the future.

I have reviewed the circumstances around this member’s situation. This member originated an auto loan with Connexus through our indirect lending program on March 18, 2014 in the amount of $23,992.34. Her loan balance today is $23,395.61. A payoff quote for today’s date would be $23,902.01.

In her complaint the member asks for help understanding how the loan could be over a year old, yet she stills owes essentially the original loan amount. She has been told that she is 4 months behind in payments and is eligible for repossession and she would like an explanation for that as well. She states that she has been paying on her loan every two weeks.

Enclosed please find a loan history summary that presents in detail all that has occurred with this loan. In general, she has made little progress paying down the principal due to other issues including:

· Incurring late fees

· Incurring for Forced Place Insurance from December 2014 to April 2014 when proof of insurance was provided

· Making partial payments essentially since December 2014 and in some cases missing monthly payments.

Given all of the above, it is easy to see why the situation is confusing. The payments she has made have largely gone to pay interest, fees, and insurance with little reaching the principal.

I have also reviewed our contact logs and see that Connexus has been making regular attempts to reach the member for a total of 30 between May 2014 and August 2015. On at least five occasions we were able to speak to the member. On August 11, she advised that she plans to make a full payment on August 28 and plans to try to make payments (partial or full) every two weeks going forward.

In conducting all of the above we followed our normal practice and policy and requirements outlined in the borrower’s loan agreement regarding maintenance and proof of insurance. We also followed our normal practice and policy in our verbal and written communications.

We regret the dissatisfaction and confusion experienced by our member in this situation. We believe we did the best we could to communicate about the situation and welcome feedback on how we can improve the effectiveness of our processes.

I would very much like to offer to her the support and assistance of a service with whom we work called Green Path. They have been very helpful to our members in organizing loan payments, avoiding late fees, etc. There is no charge for most of their services. I plan to mail that information to our member separately.

Please do not hesitate to contact me with any additional questions. A copy of this response has also been emailed to the concerned member.

Sincerely,

Chief Experience Officer (CXO)

One Corporate Cove, Suite 500

Wausau, WI 54401

(715) 870-2606

[email protected]

Attachment: Redacted copy of Loan H

Review: On April 19, 2016 Connexus had a towing company named Man Heim to come tow my vehicle to an Auction. On April 29th I payed to get my vehicle back,and was told I had to pay the auction fees at the auction for storage. I went to pick up my car on May 2, 2016 and the worker did a vehicle check with me, and my amp speaker that was bolted in my trunk was missing, she did have me note it on the release form. I was told that the towing company has all of my property. I said thank you and left.Desired Settlement: Returned or Refund

Business

Response:

The following information was emailed to [redacted] on May 10, 2016:Dear [redacted] Thank you for reaching out to the Revdex.com (Complaint # [redacted]) with your concerns. We received the information May 4, 2016. At Connexus, we take all complaints seriously and hope that we can learn something from each one that helps us prevent similar issues in the future. Also, when we are at an impasse with a member, we welcome outside perspective. I have reviewed our record and your concerns including: On 4/14/16 you informed us that you wished to surrender the vehicle financed through Connexus. On 4/18/16 we initiated the voluntary surrender vehicle recovery process. On 4/19/16 the vehicle was picked up via arrangements made by Remarketing of America (ROA), a recovery and remarketing firm utilized by Connexus. On 4/28/16 you contacted us at Connexus to determine if you could reclaim your car for an interested buyer. Between 4/29 and 5/2/16 the auction house information was provided and you were able to reclaim your car. Between 5/2 and 5/3 you advised us that some personal items were missing from your car, specifically a speaker that was in the trunk. We advised that follow up on this concern needed to occur with those who handled your vehicle after it was repossessed. ROA describes that there were no personal items in the car. The only audio system observation reported was that the original radio was on the front seat of the car, giving the appearance that you upgraded the radio at some point, but removed it prior to repossession. Vanessa, I’m sorry to hear of the recent difficulties with your car payments and hope that you have been able to sell the car as you’d hoped. We appreciate that you were in communication with us and worked to resolve things. Beyond this, Connexus is not accountable for personal property that may have been left in the car. Your best recourse is to pursue this concern with the towing company and auction house. I will submit this response to the Revdex.com. Sincerely, [redacted]

Chief Experience Officer (CXO)One Corporate Cove, Suite 500Wausau, WI 54401 (715) 870-2606

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: We currently have an auto loan with Connexus Credit Union opened around March of 2014. Upon purchasing our vehicle, I notified our insurance company of the change. Around August, my husband stated he received a call that we need to turn in our insurance information for the vehicle. I called the insurance company and thought it was done. Then, he mentioned a few weeks later that it needed to be done so that forced placed insurance was not done. I went online and realized that my initial request had not gone through (my error- I did a quote and not a change like I thought I did) so I needed to take care of it. Same day I completed this and sent the insurance information to the Credit Union attention [redacted]. My husband had mentioned that [redacted] continued to call for payment of the forced placed insurance and I let him know that we were making payments and should be fine. Then, around November we applied for a loan and was denied due to an open delinquent account. Baffled at what this could be, I requested a copy of our credit report and was baffled to find that our account was listed 90 days delinquent with Connexus. I called [redacted] myself (I never rec'd a call from her previously even though my name is on the loan) and she said she had been contacting my husband due to this and we need to make a payment because our new monthly payment was $454. I told her this cannot be right as we have gotten NOTHING in writing stating we have a new monthly payment amount or that our account is considered delinquent. She said if we moved it wouldnt get forwarded so that was why. To this day we STILL have gotten NOTHING in writing stating our minimum monthly payment plan or that our account is delinquent. In fact, our December statement shows "past due amount- $0.00" I asked [redacted] why it says this if our account is delinquent and her response was "I dont know." After talking with [redacted] I understood that we had to pay the forced placed insurance to bring our account current. I let her know that we do not have $1,000 laying around and would make the payments as we could. On 2/24/15 I spoke with her and asked her what amount we need to pay in order for our account to be current. She stated $1700 some dollars. It took 30 mins of questioning for her to get the facts right that it is in fact much less than that and the actual amount was $948. I told her I was sending a check that day and expected a call within one week to confirm payment in addition to confirmation that our monthly payment would now be moved back to the original amount when they loan was opened (about $240). I have yet to receive a call. This experience has left us with a terrible mark on what was excellent credit rating and I want this taken care of by Connexus. I want it removed from our credit report. To this day, the only statement I have received from them shows a $0 past due balance. We still have yet to receive any information on this new monthly payment. In addition, [redacted] said they mailed out the new monthly payment information to our old address so that is why we did not get it, but we had gotten other correspondence from them around this timeframe. I understand why this amount was due and it has been taken care of. However, our credit should not be affected by the way this was handled. I am filing a dispute with the credit agencies and expect Connexus to cooperate in getting this resolved. In addition, I am requesting a new contact as the conflicting information I have been given from [redacted] makes me not trust this account.Desired Settlement: I want this removed from my credit when Connexus is contacted about the disputes from the credit bureaus.

Business

Response:

RE: Complaint # [redacted]

Review: I paid the account in full in September 2013. I saw a pending withdrawal of $86 being debited in October 2013. I contacted the company immediately. Their representative told me that he cancelled the debit and was crediting the account a $3 interest fee that was added after the account was paid off in September. He told me that the account would be satifisied . Much to my dismay the company did indeed withdraw $86.00 from my bank account. I contacted the company & was told I had to prove the transaction had occured on my bank account - that they needed to see the balance of my checking account; both before their withdrawal and after their withdrawal - that it was their company policy. I provided a fax to them with my online print out. Waited for several days...then recieved my updated paper account statement dated 10/11/13 showing an $83 refund dated October 11,2013. I contacted the company immediately as I did NOT receive this money & wanted to know where it was...I spoke to another representative, she informed me that according to her supervisor; I needed to resend my bank information to prove payment was taken, for a refund to be processed, per company policy. I explained that my new statement shows a credit of $83.00 on October 11,2013 - I just wanted to know where that $$$ was! She informed me that her supervisor wouldn't process the return without the banking information showing the before/after balance and their withdrawal. That they couldn't directly get the information from their accounting department.etc. (Already sounded not legitimate to me ) I reluctantly emailed my online banking information to her - as I wanted my $$ back. She then returns an email stating that because my online statement doesnt print out with my banks logo on it - it was not acceptable- as anyone could print it out! I was flabbergasted! THEY TOOK MY MONEY FRADUENTLY and then had the ordacity to question me??? After they clearly show the overpayment on their end on the account statement that was mailed to me?!?!?! with the credit issued on OCTOBER 11, 2013! Yet NEVER returned this money to me bank, or to me. ALL I WANT IS MY MONEY BACK that they have STOLEN from me returned. I am an active duty military family member and am not located in the same state, as the bank, from which my money was taken from. Online statements/banking is all I can do/provide. It is a HIGHLY questionable practice to even ask for my personal banking information, as it is- much less the fact that their statement issued to me CLEARLY shows the overpayment taken from me on October 7,2013. Then shows a credit of $83 on October 11, 2013. Yet no one knows where the refund is & they claim to have no way to verify the payment was made- even though their statement that their company issued shows both. This business has highly questionable practices and poor communication, at best, within their departments. I want my money returned to me immediately!Desired Settlement: I want my money that was fraduently obtained to be returned immediately

Business

Response:

A refund check in the amount of $83.00 was issued on 11/09/13 to the complainant, therefore I believe the issue has been resolved. Please let me know if additional steps are needed to clear up this complaint with your organization.

I apologize that the complaint was not resolved earlier. To ensure future timely response on complaints, could you please address these items directly to myself for response – my address is:

Respectfully,