Consumers Cooperative Credit Union Reviews (%countItem)
Consumers Cooperative Credit Union Rating
Address: 2750 Washington St, Waukegan, Illinois, United States, 60085-4959
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I was drawn in by their checking account and high interest rate. But their customer service is abysmal. It took three calls and an hour on the phone just to order checks for the first time. Then when I tried to apply for a credit card my questions went unanswered for a week. When someone finally got back to me the excuse was, "I was away from the office." I was already weary due to the delay in contact, but that response tipped it over. I guess my account wasn't worth their time. I will be taking my business elsewhere. Do Not Recommend. Bad Customer Service.
Hi Kimberly, thanks for taking the time to leave a review. We apologize for the lack of follow up and follow through on your accounts. We pride ourselves on the level of service we provide to our Members, and we clearly dropped the ball here. If you would like to speak with a manager regarding your accounts, please feel free to email me at [email protected] and I can arrange that for you. Thanks.
This company pulled my credit without my authorization. I never requested a loan from them and based on what I am reading this is something they do pretty often.
Hello ***,
We have looked into your claim and have found that you authorized Lending Tree, a partner of ours, to pull your credit for an auto rate.
Please see the attachment where the disclosures on Lending Tree make you aware of your consent to have your credit pulled.
If your information was fraudulently obtained and submitted to us via LendingTree.com, that is grounds for an inquiry removal and a letter needs to be drafted stating that.
Thank you
Horrible Bank! I think I dodged a bullet. I filled out all the information online to sign up for a new account since I'm tired of my current back and after spending all the time filling out the information I get a page that says your application has been denied and gave a number to call. After calling the number tell me I answered 1 of the questions wrong and go reapply again and couldn't say what question I apparently got wrong!! No thanks. Ill take my money somewhere else...
Hello Robert, thanks for taking the time to leave a review. We appreciate your interest in applying for an account with Consumers Credit Union. We can’t go into the details as to why your application was denied on a public platform like this. However, please understand that our policies are in place to help protect not only the credit union, but also the applicant from possible fraudulent activity. Also, our identity verification questions are in place to ensure the same level of protection for our Members. Thanks again for your interest.
After I confirmed my address, phone, social, text message password, my personal over the phone password, gabby asked if anyone else was on the loan and my wife is on everything with me, so I said she was on the loan and then recanted that information a second later and she said she could help me, I pay these people every single month never late and they want to be rude and not help me with their passive aggressive attitudes, they just love getting there customers mad, never a good call when needing to call this horrible company.
I called to do a skip a pay for the month of december and to get my member number and gabby couldnt help me. They try to get their customers angry, for what? You crap job at 40 years old?
Hello Chaz, thank you for taking the time to write a review about your recent interaction with the credit union. It is never our intention to cause our Members to get upset when they call in, however our employees do have to follow the policies in place in order to verify a Member on the phone. We apologize if this process did not go as smoothly as it could have gone. As for the Skip a Pay promotion, in order for you to skip a payment, you or your wife would need to log in to your online banking account and follow the prompts to apply. Thank you for your Membership.
After 3 months with them, where I followed every rule they had, they closed my account. That was annoying, but the worst part was that the only way they informed me was via letter that I received 4 DAYS after the account was closed. When I called after my card stopped working, the lady that I talked to said that there were notes on the account, but she couldn't tell me why I couldn't use my card or log into online banking. She told me to wait for the letter and it would explain. The letter I received only said that they closed my account to avoid a loss to them. No explanation on HOW it was a loss.
Hello Pauline, thanks for leaving us a review. I can certainly understand how this can be frustrating to you, and we apologize for the inconvenience. However, we have policies in place at the credit union that help protect us from potential loss that are triggered by certain account activities. Since this is a public forum and in order to protect your privacy, we cannot disclose what specifically caused your account to be closed. If you would like to discuss this with a manager, please email me directly at [email protected]. Thank you.
Bad customer Servixe once funds flow in, each processing, claims and operations representative have their own story and assurance and they leadership plays deaf for any escalation There is no legal overseeing for post account settlement activity. Overall a bad CU banking experience. If you want value for your quality time bank with bigger proven organization who vouch and stand by their commiitment.
Hello Krishna, thanks for providing your feedback. We are sorry that your recent experience with the credit union was not positive and created clear frustration for you. We are constantly working to improve all areas of the credit union, and all reviews are seen and reviewed by management. If you would like to speak with a manager regarding your specific situation, please email me directly at [email protected]. Thank you
CS means assist 1st in line, not who you feel. NO CUSTOMER SERVICE!!!! I walked into the bank in Roundlake and waited in line then another customer walked in and they helped him before assisting me. When I told her I needed the same service, she still continued to help the other person that came in after me. Customer service means you help the people that came in first, not when you feel like helping. This is not the first time this has happened to me and now I’m taking my banking elsewhere. Then to top it off I call to talk to a manager, not to do transactions and they won’t let me talk to a manager unless I give them passwords, when I just gave them my account; if I would of walked over when the incident happened to talk to a manager they would of brought them out. NO CUSTOMER SERVICE!!!!
Hi Maria,
We are sorry to hear about the recent experience you had at our Round Lake Beach location. This is not the type of customer service you should expect from your credit union and the branch manager has been informed of this situation. Honest feedback from Members such as yourself help us identify areas where we can improve upon. As for your over the phone experience, we do require verification of the over the phone password for each call but we are sorry if this experience was not as smooth as it could have been for you. We apologize again for your recent experiences and thank you for your membership.
I received a reply from Consumer Credit Union. There is no common sense used. I see a lot of apologies for actions that should of never happened. The line, “This is not the type of customer service you should expect from your credit union and the branch manager has been informed of this situation. ”, is used way too often. I see reviews here and in google with the same comments and they go back years. Maybe corporate should make changes to the way employees handle guests; we are the ones paying their salaries and they are making money from our savings. I don’t think you need a secret code when you’ve just given your name, account number and said what you’re calling about, which wasn’t about a transaction! It was about trying to let a manager know there was an inappropriate action with an employee and according to the person on the phone, the manager wouldn’t talk to me unless I gave my code. NO COMMON SENSE!!!!!
On May 13th I received a notice from *** that Consumer Credit Union pulled a copy of my credit file from ***. Since I had not authorized anyone in the last 5 months to pull a credit file and didn't even know who Consumer Credit Union was, I immediately reached out to Consumer Credit and was told Rosa *** pulled the report and was given her number. I left several messages with Rosa *** none of which were ever returned. I was finally directed to Kyle *** who stated he would initially help get this corrected, but has done nothing over the last few months. At no time have I done business with or authorized Consumer Credit Union to review my credit history.
Hello David,
Kyle *** has personally returned every phone call and email that you have sent to him. And he is happy to continue to help you understand the requirements of getting the inquiry removed.
However, this was not a Credit Union error, nor a violation of the provisions of the Fair Credit Reporting Act per the disclosures that were presented and consented to on 5/13/2019 at 4:43pm CST.
Please see the attachment where the disclosures on *** make you aware of your consent to have your credit pulled.
If your information was fraudulently obtained and submitted to us via LendingTree.com, that is grounds for an inquiry removal and a letter needs to be drafted stating that.
If that is the case, please type a letter with the flowing information:
Name
Date of Birth
Social Security Number
The date of the inquiry: 5/13/2019
Please type a brief summary of the details surrounding your request.
Thank you
Complaint: ***
I am rejecting this response because: As expected Consumer Credit Union is failing to accept their responsibility for their mistake which says a lot about who they are. And NO, Kyle *** or Rosa *** has not returned every call, with the call to Kyle *** on August 27th being the latest example. I have already done what is being asked only to be ignored in hopes I just go away. If they have an issue with ***, then they need to do THEIR JOB and address it with ***.
Sincerely,
David
Hello David,
I have attached the email correspondence that Kyle *** has had with you, including an email response he sent to you dated August 28th. As stated previously, there was no mistake from the credit union. The disclosure about the credit pull is clearly stated on ***’s website. Please see attached email chain, along with the initial response to your Revdex.com complaint.
Furthermore, if you believe your information was entered fraudulently on ***’s website, we have provided steps on how to resolve that.
Respectfully,
Eric
Do not bank here, their app didnt update my available balance so it showed I had more money than I really did. Saturday I made a purchase l, it showed on the app that I made that purchase but apparently it didnt take out the amount that was due from my balance. Sunday I made more purchases thinking I had more money than I apparently did, and monday it took the Saturday purchase out of my funds, putting me in the negatives, now I'm going to get hit with overdraft fees, pretty good way to scam people out of their money. Again it SHOWED the purchase was made and the amount it was for the day I made the purchase, so there is no reason it shouldn't have not been taken out of my available balance.
Hi Evan, Thank you for taking time to leave us a review. We are sorry to hear that there was confusion on your account while using our mobile app. It is typical to see retailers pull money as a pending transaction instead of just processing the payment right away. We understand this can be confusing on the mobile app when looking at an account balance as these payments can sometimes take several days to process. We will take this feedback into consideration as we are constantly trying to better our mobile experience for our Members.
YOUR MONEY IS SAFER UNDER YOUR MATTRESS!
STAY AWAY FROM THIS AWFUL, INCOMPETENT BANK!!!!
I just had thousands stolen over two days from my bank account and I was never alerted, nor was it questioned. When I contacted their emergency stolen card number, the person on the line couldn't even see my checking account information and was able to do nothing for me. He told me to call back during business hours. So now I spend the night worrying about what will happen. What king of nonsense is this?! You better believe I'll be going elsewhere once I get my money back.
Hi Barbara, We are sorry to hear about this experience that you had with Consumers Credit Union. Security is one of our top concerns and we always want to make sure you have worry-free access to your money. It seems as though our after hours, lost and stolen card number was not helpful to you and we apologize for that. We want to make sure that everything is right with your account so please feel free to email me directly at [email protected] to solve any unsolved issues.
I applied for a credit card and was left a voicemail by Martha ***. I called her back and left a voicemail. Waited a couple days and called again with no answer and left a voicemail. No answer. I emailed her a couple times and no response. Finally I called through the normal consumers phone number and she answered and told me my application was denied because of my bankruptcy not being discharged. I told her it was discharged and she said if I sent the discharge papers they'd reconsider. I had my lawyers send me the papers to ans forwarded it to her. She said she would call me back with a decision. Never got a call back. Emailed her twice and called twice the next day with no response. I called the main number and got put on hold for awhile. I hung up and started a chat. I told ian the situation and he said he was waiting for a decision. He told me the reason they denied it was insufficient credit. Of course I dont have any credit. I just went through bankruptcy! Why tell me the reason is that my bankruptcy wasnt discharged then say it's because of credit. Duh! I'm trying to build my credit. That's the whole point of a credit card. Then to tell me two different reasons because I've proven the first one wrong was terrible customer service! Why make me go through the process of getting my papers if that's not the reason I'm being denied. Makes no sense. Then to have terrible customer service at that. What a horrible experience. Never once got an apology. Then Martha was saying the credit score they have was way lower than what it is. My credit score hasn't been that low in a long time.
Good Afternoon Trystan ***,
Thank you for sharing information regarding the experience you had during your recent credit application process and the unsatisfactory service you received at CCU. I sincerely apologize for any lack of ownership regarding your request and the difficulty experienced when interacting with our loan representatives. I can assure you this experience will be shared with the appropriate areas of the Credit Union to address the need for improvement as well as additional training.
After reviewing your application for a Visa Credit Card your Credit Report does currently show that your chapter 7 Bankruptcy is still in a filing status according to Transunion, it is CCU policy that while in a filing status we are unable to consider extending additional credit until the bankruptcy is reported as a dismissed or discharged status. After receiving the Certificate of Notice for your discharged bankruptcy dated June 4th 2019, we sent your application for review by our underwriting staff. At this time we were unable to approve your credit request due to the following:
· Serious delinquency, and public record or collection filed.
· Too few accounts currently paid as agreed.
· Number of accounts with delinquency.
If you are looking to re-establish and rebuild your credit history the underwriters have approved you for a secured credit card. For this product you are able to deposit funds into a CCU membership savings account, the funds are pledged and in return you are given a credit limit equal to the value of the pledge. After 12 months of positive payment history you are able to apply to have the card and your credit reviewed to move to an unsecured card. Please let me know if you are interested in proceeding with this product, my contact information is listed below.
Sincerely,
Jordan ***
New Member Experience Manager
Consumers Credit Union
Ph: ***
Email: Jordan
Complaint: ***
I am rejecting this response because: there is no delinquency on my credit report.
Sincerely,
Trystan
This company has forced insurance on my account adding the amount to my current car Loan. I have insurance already and this company is forcing me to pay a way higher rate of insurance which is something that I did not consent to nor agree with when signing my contract. Before I return my vehicle, write my reviews and file an official complaint with the Consumer Protection financial bureau I wanted to file a complaint here first. I have made several calls and have experienced nothing but unprofessional service. Consumers Credit union Will be held liable if this issue is not resolved.
Hello,
We have been communicating with the Member regarding this issue via chat. According to our records, there was a lapse of insurance on record. In a chat dated 6/18/2019 the borrower even confirmed that she was aware of that gap in coverage.
By the terms of her loan agreement with CCU we require full coverage insurance at all times. Since she did not have insurance the same agreement indicates that we will purchase insurance on her behalf.
If she is able to provide us with evidence of insurance for the lapse in coverage she could be eligible for a refund.
Lapse dates - 4/21/19 to 6/18/19
Thank you
Complaint: ***
I am rejecting this response because:
Sincerely,
Jamillah
I used an online search engine to look at auto loan rates. Nowhere on the website did it say a hard pull would be done of my credit history. I looked at my credit report and saw that there was a hard pull from this company. I did not authorize this pull.
Hello Max,
Our records indicate that you applied through one of our partner*** sites, ***, on 3/26/2019. In order to remain in compliance with the Fair Credit Reporting Act, if we take an application, we must furnish a decision. Also, within the disclosure on *** site, it does state that you are consenting to the credit inquiry.
Additionally, we reached out to you several times in early April. Attached is an email correspondence that we had with you regarding the auto loan pre-approval application through *** with Consumers Credit Union.
Hello Max,
Attached is the email correspondence that we had with you regarding your auto loan application. Also, the notice within the disclosure on *** site states that you are consenting to the credit inquiry.
Complaint: ***
I am rejecting this response because:
Sincerely,
Max
Beware of their fees, this is not a bank for new students. My college age son signed up thinking they are fee friendly, but racked up $350 in over draft fees in a month being charged over and over ( 20 times) when his balance went below zero due to time of payments, he only makes a few hundred a month working on campus while in college and does not scrutinize his weekly ledger. Then he "closed" account, and they sent him a collection note wanting even more over draft fees ! Do yourself a favor and sign up for SIMPLE account, truly no fees
Hello ***, We understand your frustration and apologize that you have had this experience with our credit union. Thank you for leaving us a review so we can better our processes and products in the future. If you would like to speak with someone further on this issue, please email me directly at [email protected].
CALLED LAST WEEK TO REQUEST A LOAN MODIFICATION BUT ACCORDING TO THE PHONE REPS, CONSUMER CREDIT UNION DOESNT RE-FINANCE CARS, THEY TOLD ME THEY WERE ABLE TO LOWER THE INTEREST RATE, BUT ONCE I CALLED THEM TODAY BECAUSE I WAS TOLD I WOULD RECEIVE A CALL FROM THEM AND HAVENT. I WAS TOLD BY THE REP TODAY MARGARITA SAYING THEY WOULD HAVE TO DO A WHOLE APPLICATION AND CREDIT PULL , AND IVE BEEN A COSTUMER FOR 3-4 YEARS AND HAVENT MISSED A PAYMENT OR EVER BEEN LATE. ALL WE ARE DOING I A INTEREST RATE DROP. FOR THAT I WOULD GO TO REFINANCE WITH ANOTHER COMPANY AND HAVE BOTH MY MONTHLY PAYMENT REDUCED AND MY INTEREST RATE AS WELL. I TOLD THEM ALL HAS CHANED IS THAT WE MAKING MORE MONEY. AND THEY SAID IT DIDNT MATTER.. COMPLETELY RIDICULOUS THIS COMPANY NEEEDS TO MODIFY MY INTEREST RATE TO WHATEVER THEY CAN IF THEY WANT TO KEEP ME AS A COSTUMER
To whom it may concern,
Regarding the sequence of events that took place after your request for an auto loan modification, Consumers Credit Union has found that it followed the correct protocol for this situation. To our understanding, Mr. was looking to refinance his auto loan rate. In order to refinance this loan, CCU requires Members to submit a hard credit inquiry for both the main signer and the joint signer of the loan. All CCU rates are based on a credit score, and Mr. rate was originally based on his credit report. When asked to submit a credit report, Mr. refused to submit an updated report in order to receive his loan modification.
This company has knowingly pulled run credit reports on my credit PURPOSELY TO DAMAGE IT FURTHER due to the fact that I have an existing debt with them. I have only authorized them to ever pull my credit twice and they have so far pulled it an additional 4 times without my consent.
Hello Brittany,
We researched your account to determine when the credit pulls occurred, and if they were valid. Based on the information below, we have determined that the 4 credit pulls were in fact authorized.
6/22/2017 – Member opened New Account
6/30/2017 – Member applied for vehicle refinance. This loan was Approved & Booked
2/27/2018 – Member applied for a *** card and a Credit Bureau report was pulled.
8/31/2018 – Member applied for a vehicle purchase pre-approval
Hello,
It is our understanding that Ms.’s main concern revolves around the last inquiry dated 3/5/2019. This inquiry was made as part of our efforts to collect on a debt. The application for that debt contains her authorization for Consumers Credit Union ‘to obtain credit reports in connection with this application for credit and for any update, increase, renewal, extension or collection of the credit received.’ A copy of that signed authorization was provided via email to Ms. on 3/11/2019 and also included in this communication.
Well, I don't get what you don't understand about ALL THE ones i've replied to in question I DID NOT AUTHORIZE INCLUDING 3/5/19, I only authorized ONE TIME for you to pull my credit for that loan! YOU DIDN'T NEED TO PULL MY CREDIT WHEN YOU WERE IN CONTACT WITH ME ALREADY REGARDING MY DEBT OWED! YOU DID IT TO BE VINDICTIVE AND MALICIOUS !!!! YOU'RE AN EVIL HORRIBLE COMPANY.I HAVE ONLY EVER AUTHORIZED ONE PULL FOR THE LOAN FOR MY MAZDA!!
Complaint: ***
I am rejecting this response because:
Sincerely,
Brittany
I really hate this company right now and I can not WAIT to refinance. Worst communication skills on earth!!! Worst company ever!!! How do you pay off a finance company and harass the customer about sending in a title. What the *** ??!!
Doris, Thank you for taking time to leave us a review. We are sorry to hear that you did not receive the level of customer service that you should expect from your credit union. While we do have certain guidelines requiring payoffs and vehicle titles, we understand that poor communication can cause those requirements to be confusing. Please let us know if you need a follow-up to make sure this situation is resolved.
I contacted the business for a credit inquiry deletion letter and I got the run around for 2 days. Even giving faulty advice to go through the credit bureaus. I had been in contact with them already and they stated they do not handle inquiry investigations. One employee was helpful. Though I never was contacted the next day by him. The other, whom stated that I had to request help from the bureau even stated that she herself did so last week. This seems to be a common issue with the company, as they knew what the issue was when I asked for the deletion.
Hello Jeb,
Our system is showing that you applied via Lending Tree on 1/9/2019. When you filled out the web form with your information and clicked to proceed, there is a section within the disclosure that states that you consent to the credit pull through that site.
Attached is a screenshot highlighting the part of the disclosure that you were presented with. Also, as a matter of compliance, the Fair Credit Reporting Act states that if we take an application, we must furnish a decision.
Thanks
Hello Jeb,
We feel that this matter will be best resolved with a phone call. Our Outbound Sales Manager, Kyle ***, will be reaching out to you on Wednesday to discuss your situation. If you happen to miss the call, his contact information is listed below:
Kyle ***
Outbound Loan Sales Manager
T:
still suggest changing it to a soft inquiry. Stuck with this outcome for 2 years now.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely,
Jeb
On December 3rd , 2018 I made a partial payment for my credit card account with Consumers Credit Union. As shown on the online banking site my remaining balance showed $40.00 for my minimum payment, on December 23,2018 I paid that $40.00 and my minimum payment due showed $0.00. In January 2nd I was charged a late fee and high interest rates for missing a payment. The bank stated in a voice message that the December 3,2018 payment was instead applied to January thus retroactively causing me to not have met the minimum payment. Now I often make multiple payments on both my credit card and my car loan with them and it’s never been an issue. I have attempted multiple times to reach out through several different mediums but the bank will not return my call nor messages. The bank has gone as far as to block me on *** and to block my emails. I have not been rude or anything, I just want answers and to receive proper customer service without being constantly mistreated and lied too. I have encountered multiple issues with this bank since October 2018, I’ve requested an investigation into the mishandling and false information by multiple bank associates but no manager has ever returned my call as was promised. The bank has now messed up once again and is refusing to help or be accountable for the error.
Hello Anthony,
Your late fee has been refunded and the interest is charged unless the entire previous statement balance is paid in full, the minimum payment is required by the due date, but the minimum payment satisfied does not negate the interest charged. Only when the previous statement balance is paid in full by the payment date is interest not charged to the account.
The issue in October surrounded your debit card and an overdraft charge, that overdraft charge/fee has also been refunded.
You will also receive a copy of the explanation/response to your IFDPR complaint as well, and you are welcome to contact me at your convenience to review.
Thanks,
Gina ***
Director of *** | p | f
GinaS@***.org