Consumers Credit Union

I have been banking with Consumers for over 10 years and today I had an unfortunate encounter with a representative of this bank. I called to address a concern about noticing another NSF fee, this being the third since 2015. We have always had money in our account to cover these specific transactions, but for whatever reason, whether that be the fault of Consumers or the fault of the company in which I purchased from, but the money was taken out on time and then apparently deposited back in and deducted at a later time. When I was told this was the reason, only after this being the third time having to speak with someone, I was immediately taken aback. With not being sure how to proceed with that information, I immediately directed my focus on getting the undeserved NSF returned to us. I work full time, go to school full time, and am raising a family. I should not have to worry about the internal workings of companies or the banks, together or separately and how they process transactions. If my account shows that the money for that transaction has been deducted then that should be it. The representative refused to refund us the money. We resulted to asking to speak to a manager. After waiting on hold for a lengthy period of time, the same young lady picked up the phone. We were denied our right to speak to a manager, and to add to that, we were told that the fee will be returned to us, but we will no longer have that privilege for the remaining lifetime of the account. I believe that not only is this response unprofessional, but it's incredibly irrational. We should not be held accountable at all, let alone a lifetime for something that was out of our control. This is not how long-term members should be treated soley based off the emotional irrationality of someone having a bad day.

On behalf of Consumers Cooperative Credit Union (dba Consumers Credit Union or CCU), I apologize for any inconvenience or miscommunication you have had in the last couple of weeks in regards to an auto loan application/inquiry....


Like many financial institutions offering credit or loan instruments, terms and conditions to obtain credit are based on several factors. One of the factors would be credit history. In order to provide an annual percentage rate (APR) quote for a vehicle loan, CCU would obtain an application of credit for the request and perform a credit inquiry to provide a decision for the amount along with the terms. Based on the complaint, Mr. [redacted] was seeking a more specific rate than our as-low-as rates posted online or in our offices. Below is a copy of our disclosure from our vehicle loan page on our website outlining the information for loan APR (https://www.[redacted].org/loans-credit/auto-loans.html).
“Not all applicants may qualify for the fixed base rate. Your rate is determined by your credit history. Rates listed above include applicable discounts of 0.75% APR, for details please ask a CCU Rep.”
In order for an exact APR to be quoted, a credit application had been taken. Within the application submitted on 02/23/2016 at approximately 11:50 am, our records indicate the APR the applicant qualified for felt the rate was too high and didn’t wish to proceed.  Based on this information, the representative withdrew the application. For CCU to get to this point in quoting a rate, a credit application was obtained from Mr. [redacted].
Again, we apologize for any miscommunication or inconvenience this may have caused.

Mr. [redacted] account with Consumers [redacted] was closed on January 16, 2016 due to increased risk exposure to our [redacted].  Prior to January 19th Mr. [redacted] was informed that his account was frozen and under investigation by a call center representative and via...

written communication.  On January 19, 2016 all remaining funds in the account were sent by overnight mail ([redacted]) to Mr. [redacted].

Complaint: [redacted]
I am rejecting this response because: I will consult a lawyer.
Sincerely,
[redacted]

I would not recommend to anyone after my auto loan experience with CCU. At least not to deal with Melissa [redacted] @ Round Lack Beach location. Everything was nice until the day of closing. Since, they were holding car title from the seller I was buying a car, on Saturday, I drove over 50 miles to Northbrook location to close the loan in person. After reading Melissa's email, that lady in a bank took my signature on bill of sale and asked me to sign title transfer form (BLANK). She said to work with Melissa on auto loan closing. It was strange. Guess what, Melissa was off on Monday. On Tuesday, everything was falling a part. Why didn't I close the loan? As I was try to save my time, it was being stretched as long as possible with unprofessional environment without any proper guidance from senior management.
Long story short, after many phone calls and email back and forth, on Wednesday, it was decided for me to go Schaumburg location at 4:30 PM and Melissa promised to communicate all details to local banker over there. The lady at this bank was so panicked knowing that I am there for auto loan closing. It took her some time to put things in order and have organized. I was very disappointed and drop email to Melissa and ask her not leave office until loan gets closed because I was afraid as it might be repeat of Saturday. It was so difficult for that local rep to close the loan and we had to keep Melissa on the phone almost an hour until we close the loan. Schaumburg bank rep admitted that we couldn't have closed the loan without Melissa being on the phone.
Melissa yet so mad at me holding her up in the office 1 extra hour on that day, she doesn't respond to emails or voice mail. Due to time constraint at my end, I was helplessly following all Melissa asked for including any extra fees and going to particular currency exchange she asked for.
I want to see car title copy and still waiting on new number plate for my car. I hope she would respond some day.
.......lack of professionalism and no customer value at CCU

On behalf of Consumers Cooperative Credit Union (dba Consumers Credit Union or CCU), I apologize for any inconvenience or miscommunication you have had in the last couple of weeks in regards to an auto loan application/inquiry.
Like many financial institutions offering credit or loan...

instruments, terms and conditions to obtain credit are based on several factors. One of the factors would be credit history. In order to provide an annual percentage rate (APR) quote for a vehicle loan, CCU would obtain an application of credit for the request and perform a credit inquiry to provide a decision for the amount along with the terms. Based on the complaint, Mr. [redacted] was seeking a more specific rate than our as-low-as rates posted online or in our offices. Below is a copy of our disclosure from our vehicle loan page on our website outlining the information for loan APR (https://www.[redacted].org/loans-credit/auto-loans.html).
“Not all applicants may qualify for the fixed base rate. Your rate is determined by your credit history. Rates listed above include applicable discounts of 0.75% APR, for details please ask a CCU Rep.”
In order for an exact APR to be quoted, a credit application had been taken. Within the application submitted on 02/23/2016 at approximately 11:50 am, our records indicate the APR the applicant qualified for felt the rate was too high and didn’t wish to proceed.  Based on this information, the representative withdrew the application. For CCU to get to this point in quoting a rate, a credit application was obtained from Mr. [redacted].
Again, we apologize for any miscommunication or inconvenience this may have caused.

Monique -  We apologize for the inconvenience our system conversion caused in getting a hold of one of our representatives to review your inquiry. The fees assessed are applicable when you make more than 6 transactions (withdrawals or transfers) from your savings account on a monthly...

basis. You can see this language in section 7 of our Truth-in-Savings document: https://www.myconsumers.org/docs/default-source/default-document-library/tis_sha...⇄  For each transfer that is greater than 6, a $10 fee is assessed on each occurrence. Due to the inconvenience of getting a hold of someone, we will be refunding half of the fees assessed. We’d strongly encourage you to open a Free Rewards Checking account as you can make as many transactions as you’d like. As long as funds are available in your checking account, you will not receive a fee for excessive transactions like you would with a savings account. This can be done online anytime at myconsumers.org or via phone by calling [redacted] ext. [redacted]. Consumers Credit Union###-###-#### | myconsumers.org

Initial Business Response /* (1000, 5, 2015/01/19) */
Contact Name and Title: [redacted] VP Retail
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myconsumers.org
Ms. [redacted] was sent an email on 1-13-15 by our loan department with an update. The dealership was provided a letter on 1-13-15 per...

their request, which they have confirmed is acceptable. The dealership is aware that the GAP coverage has been confirmed and is reflected on the letter as a screenshot. Unfortunatley the insurance company who provides our GAP policies was unable to provide the original policy. At this point Consumers Credit Union is waiting for the check from Ms. [redacted] insurance company so we can payoff the loan balance with the GAP coverage.
The title work issue was a state error. The error was corrected and the insurance company was notified as soon as the title ame in from the Illinois Secretary of State. Consumers Credit Union was at fault as we did not address the name discrepancy once it was received for filing.
Consumers Credit Union does apologize for any frustrations that Ms. [redacted] is encountering. We have been consistently working towards a resolution since it was brought to our attention and at this time are confident that Ms. [redacted]' concerns have been addressed.
Initial Consumer Rebuttal /* (3000, 7, 2015/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not close this until this matter is taken care of. They are blaming the state of IL for the mistake that has prolonged this issue even longer. Ok. The state may have made a mistake, but why was it accepted by Consumers at that time with the wrong name on it? Consumers is always quick to point a finger, never accepting responsibility for their own mistakes. The only reason I EVER received an email is because I stayed on top of things. I was told I would get call back, I NEVER DID. I had to be the one to call people back. I had to ask to speak to a manger in order to get anything moving. As of right now I have YET to hear back from [redacted], who insisted she would keep me updated. Quit blaming everyone else and take responsibility for your mistakes and make this issue right! Now because of their error my pay off has gone up, how is that even right? I will keep this open so I can report the outcome of this situation.
Final Business Response /* (4000, 9, 2015/01/29) */
As mentioned in our original response, the credit union apologizes for the frustration Ms. [redacted] has experienced. The credit union also indicated that we were at fault for not noticing the incorrect title information upon receipt from the state, therefore we did not place blame on anyone else.
As of Monday January 27th, this matter has been resolved. The employee from our lending department has been in constant contact with Ms. [redacted] to ensure this matter was handled as quickly and efficiently as possible. The loan was paid off upon receipt of the payoff check from the insurance company. In additon, the GAP insurance refund was also received. This matter has been resolved.

Complaint: [redacted]
I am rejecting this response because:
 They are still sending me emails telling me about my cards. I was just sent a new email about my new card is in the mail. I also don't get paper statements so there is no place for me to see account available is none. If this agreement agrees for them to check my credit why can't they submit it!?  I NEVER AGREED to have my credit pulled more than once. I also paid CCU but they keep adding fees and purchases like I'm using this card. They won't even allow me to close the savings account they made me open to go with this credit card. That account is in good standing so why can't I close it
Sincerely,
[redacted]

Consumers Credit Union is in regulatory compliance, and our credit inquiry was run in conjuction with Mr. [redacted]'s verbal request for a loan application.  We are not required to obtain a signature.  The inquiry was a valid inquiry and cannot be removed.

It has been the worst process. Every time I turn around it's something else. First they told me I couldn't have a bank account without a driver's license. What kind of nonsense is that? Then they neglected to send me cards for the 2 accounts. When I asked them about my cards, they apologized and then sent only one of the 2 cards, so I had to call again to remind them to do their job. They also signed me up for credit insurance without my opting in, and I have so far called 4 different numbers to opt out but just get the run around from them. I think it's just basic incompetence - I can't imagine they actually care whether I have this stupid insurance. My personal banker never returns my calls, ever. Finally there were the TWO hard pulls on my credit. Has just been a nightmare from start to finish.

Complaint: 11093179
I am rejecting this response because: They didn't address my concerns at all. I have between $150-200 in credit card rewards which I want and I want them to remove the hard pull they did on my credit report AFTER the account was closed. They claim account was closed 1/16. But it was closed well before that. My membership and access to my account was closed at least a week before, which was when they pulled my report. They claim they have a right for it when investigating. But the accounts were already closed. And there was NO risk exposure.
Sincerely,
Jerry [redacted]

Initial Business Response /* (1000, 5, 2014/06/19) */
Contact Name and Title: [redacted] Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myconsumers.org
As stated in the Credit Card Account Disclosure (pursuant to Illinois Credit Union Act 205 ILCS 305/4 from Ch. 17, par....

4444)provided to all Members who receive a Consumers Credit Union Visa Credit Card " Your Account is secured by all other shares you have in any individual or joint account with the Credit Union, except for shares in an Individual Retirement Account or in any other account that would lose special tax treatment under state or federal law if given as security. These other shares may be withdrawn unless you are in default under this agreement. You authorize the Credit Union to apply the balance in your individual or joint share accounts to pay any amounts due on your Account if you should default."
Default is defined in the Disclosure as "You will be default if you die, file for bankruptcy or become insolvent, that is, unable to pay your obligations when they become due."
We were notified Ms. [redacted] was dismissed from her Chapter 13 bankruptcy on 08/18/2013 therefore we pledged the available funds in her Share accounts as disclosed in the disclosure. Ms. [redacted] contacted the credit union and indicated she has written checks for back to school supplies in the amount of $600.00. As an act of good faith the credit union released the $600.00 to allow the transactions to clear. Ms. [redacted] filed a 2nd Bankruptcy claim on 08/27/2014 which placed a "stay" on her account and the remaining pledged funds. The "stay" requires us to leave the funds as they are- the credit union cannot release the pledge or apply the funds to the balance owed. This "stay" is currently in effect and will remain so until the Chapter 13 bankruptcy is discharged or dismissed. Any transactions attempted against these funds will be return as "Non-sufficient Funds" as they are not available for use and the appropriate fees will be applied.
Ms. [redacted] was notified of the pledge in August via a written, mailed Pledge letter as well in conversation with the Collections department. After the 2nd bankruptcy was filed, communication ceased between the Collection department and Ms. [redacted] and all requests for information were directed to the appropriate legal counsel.
It is the credit unions position we have acted appropriately and in accordance with all laws. No fees will be waived and the pledged funds will not be released. Thank you
Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understood what they did in August as a loop hole that allowed them to take advantage of my honesty. The bankruptcy was dismissed and refiled within two weeks and I was clear about that when I spoke with [redacted] on the phone. At no time did she indicate she was going to seize any money from my account. My court ordered budget remained the same for August which did not allow for a $400 deficiency.
New funds were seized on June 4, 2014, while I was protected by bankruptcy, in the amount of $54.30 causing check number 5199 to bounce and incur fees in the amount of $30. This feels like a mean tactic to further humiliate and hassle me. I do not think it is right to remove funds, bounce a check and then charge me a fee.
On June 17th, check numer $5164 for the amount of $25 was bounced and they took a $30 fee. If I didn't have $25 in the bank how did they take their fee? I cannot put money in the bank to cover this because they keep taking it.
I wasn't provided notice either time when money was taken out of my account. I feel that they are intentionally hassling me as payback for filing bankruptcy. Trust me, my financial ruin, has been no picnic. Consumers motto is YOUR LIFE OUR COMMITTMENT and I think that is a LIE. They could care less about the people that bank there. I had been a customer there since 1994 - and they freeze money, bounce checks and cause further emotional stress. I think even if they found a legal loop hole, they went about it the wrong way, they were deceptive, mean and sneaky. I don't think that is anyway to do business and I think they should have to return my money. The money seized in June, checks bounced and fees applied were not addressed in their answer at all. Their account is included in the bankruptcy and they should not be able to further hassle me and they should return my money.
Final Business Response /* (4000, 9, 2014/06/25) */
Consumers Credit Union has acted appropriately and in accordance to all laws. The appropriate disclosures and information was provide to Ms. [redacted]. The credit union clearly defined what actions would be taken in the event of a "default".
As for the funds in the share account, the credit union is acting as allowed by the bankruptcy laws. The credit union has the right to place a pledge on the funds which does not allow them to be used for any transactions (clearing checks, debit transactions, applying them towards any deficiency balances, etc.)
The pledge was placed on the account on 8/30/2013 when the credit union received the Chapter 13 bankruptcy notice and was disclosed to Ms. [redacted] at that time. No additional funds have been pledged or "seized" as Ms. [redacted] is claiming.
We recommend Ms. [redacted] contact her attorney with any other questions regarding pledges on funds.
Again, it is the credit unions position we have acted appropriately and in accordance with all laws. No fees will be waived and the pledged funds will not be released. Thank you

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