Gesa Credit Union

We have researched this complaint regarding the reporting of a personal line of credit with our credit union.   The account in question has been researched and the status of the personal line of credit in question has been corrected and submitted to all four credit reporting agencies.  The...

initial member request was not fully completed and this has been corrected.   The member will receive an updated communication that includes the reference number for the most recent AUD Control number for his records.   We apologize for the misunderstanding by our representative of his original request and the personal time he has had to invest in obtaining this correction.

We have been working with this consumer and her husband since July of 2016 regarding their loan. We pride ourselves in our member service and the dedication we take towards helping our members resolve issues involving their accounts. This consumer had provided Gesa information that Treasury Direct...

would grant funds to Gesa to pay off the loan in question.  Upon further research completed by Gesa staff, we found this to be a scam and didn’t proceed. We also immediately notified the member of this decision. This consumer requested a payoff quote on this loan and one was provided to her.  She submitted the payoff quote to Trans Union and Trans Union mistook the payoff quote for a payoff receipt and had changed her balance to zero. This error made Trans Union has been corrected and her credit report has been corrected to show the outstanding loan balance and past due amount.  Trans Union has informed us that she has been given a corrected copy of her credit report as well.We are dedicated to help our members and would be happy to continue working with this individual regarding their loan.

Dear Ms[redacted]:
",serif>I am in receipt of your RevDex.com letter regarding your recent request for a skip payment of your
vehicle loan payment
First, allow me to apologize for
your experience during your exchanges with us
Thank you for bringing this issue
to my attention. The processing of our payment skips requests from our members
is a top focus of mine. I am evaluating
our procedures and response time to improve our member's experience.
I again apologize for our lack of
communication, and assure you that this is an exception to our member
service standards
Sincerely,
[redacted]
AVP Direct Consumer Lending

Our member recently spoke with the Manager of her local Service Center regarding this issue. All of the fees in question were reversed and the functions and features of Colossal Checking and our overdraft coverage options were reviewed in full with the member. At the end of the meeting, the member...

was satisfied and also provided with the Manager’s direct contact information in case she had any questions or concerns in the future.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I have had my car for two years Im currently not working a full fime student and a mother of two I recently had my car repossessed and the collection agency is requesting that I pay off my full loan and repossession fees fo redeem my vehicle who has that kind of money lying around her solution was to apply for another loan to pay offmy current loan with Gesa

Review: I'm writing in hopes you can help. Back in December I purchased a used Chevy Volt through Good Chevrolet in Renton. While I had a pleasant experience with the dealership itself, we've had anything but with the bank the dealership uses for their car loan services - Gesa Credit Union.

We have never received from them the paperwork (terms, conditions, fine print, etc. for this loan) from the bank. I requested the forms required to set up auto pay through the bank shortly after my first payment, on January 22nd, filled them out and returned them. On February 22nd, I called to ensure that it had gone through, and it had not. I again requested the forms, which were recieved, filled out, and sent in again. Repeat for March. In April, I was told it had gone through, so I made no payment over the phone. Low and behold, auto pay failed and payments were not being made. Gesa made no contact with us to let us know. Instead they somehow tracked down my fiancé's stepmother and our landlord and contacted them via phone to let them know I hadn't paid. Once I heard this, I contacted Gesa immediately and made payment. Since auto pay failed without explaination from Gesa, I started using their phone pay every month, which charges a $15 fee each time (note that, while thier site suggests you can make a payment online, they only support online payments from a Gesa savings or checking account). Little did I know that, though I were paying by phone on time, payments were either not going through or they pended for 10+ days on Gesa's end, all the meanwhile Gesa never contacted us to let us know this. I only realize what was happening when my credit score (which I check regularly) started tanking.

In addition to all of this, Gesa added a $5k fee to our total car loan because they said I did not provide proof of insurance, which I had sent in. They said if I faxed it in, they would remove the $5k fee no problem. I had my insurance agent directly fax proof over and received confirmation it was received. After a month, my statement (which I only received from Gesa after calling and requesting from them several times) showed the fee was still charged to the loan. I called them again only for them to tell us that their process has since changed and the fax proof was now invalid. Now I have to go through a third-party website to file the proof of insurance. I did this last week, Gesa can offer no turnaround time and just told us to "call every day to check and see where I are in the process". I have been calling every day for over a week for process status only to be told they don't know or to be put on perma-hold and them never return.

We have asked Gesa Credit Union to send us a letter simply stating that the fee will be removed by xx/xx date only for their customer service agents to tell us that they can't because they "don't have external email." I have spoken with managers who are no help. While reviews online praise Gesa's banking, there are very similar reviews to our experience in regards to the car loan department.Desired Settlement: Removal of the $5,000 additional insurance charge, along with the compound interest accrued due to it. Removal of late fees due to auto-payment failure in April 2014, and May 2014.

Business

Response:

We have reviewed this member's complaint and are sorry to hear that

his experience was not entirely positive. The appropriate department managers

have been made aware of this complaint and are thankful for the feedback.

Review: My daughter currently has a vehicle loan at Gesa, which I am her co-signer. My daughter went into the branch on Rd 68 in Pasco inquiring about skipping her June payment. The representative took her $35 skip pay processing fee and my daughter left, assuming her payment would be skipped and she didn't need to make a payment until July. Several days passed and we received a late notice so I called. The representaive I first spoke with was [redacted], who informed me that the skip pay was denied. I asked her why they didn't inform my daughter when she was there and why didn't they at least call one of us to inform us and now the loan has a late fee. She only apologized and didn't offer any kind of resolution. I asked to speak with someone else. She then transferred me to [redacted]. At this time the only thing she offered to do for me was waive the late fee. This was appreciated, however, she said the June payment would still need to be made. Well by this time, my daughter had already moved into her apartment and used the money for her car payment to help out, because the payment was supposed to have been skipped. I work at a financial institution and I deal with things like this all of the time and I do know that if this was a customer calling me and my institution was at fault for not contacting the member I would make sure that it was honored. I feel that this scenerio at Gesa is horrible customer service and they could not take responsibility for their mistake. My daughter should have been informed right when she was standing there in the branch that her skip was denied, for whatever the reason might be. And if not, somebody should have contacted one of us immediately before the funds were spent. Lastly the skip pay should have been honored and we would be avoiding this complaint all together.Desired Settlement: The desired outcome would be that we should have been notified immediately of the denial for the skip payment.

Business

Response:

Dear Ms. [redacted]:

I am in receipt of your RevDex.com letter regarding your recent request for a skip payment of your

vehicle loan payment.

First, allow me to apologize for

your experience during your exchanges with us.

Thank you for bringing this issue

to my attention. The processing of our payment skips requests from our members

is a top focus of mine. I am evaluating

our procedures and response time to improve our member’s experience.

I again apologize for our lack of

communication, and assure you that this is an exception to our normal member

service standards.

Sincerely,

[redacted]

AVP Direct Consumer Lending

Review: I wanted to cancel my gap insurance & get my monies refunded but was told their policy did not allow thatDesired Settlement: Monies returned as I have gap insurance thru my insurance company

Business

Response:

Hello,

Review: 25 May 2012: I used Gesa Credit Union to purchase a Chevy Malibu. On the same day I spoke with a representative to setup automatic pay and give my card information, because of an upcoming deployment. My documents stated that I was in the United States Navy. Shortly after the purchase roughly November 7, 2012 I received a notice; a email was sent to me from [redacted] stating that I was insufficient in payments and that they were wanting the car back. Immediate after receiving the notices I responded to the email and told [redacted] that I was overseas and that the payment was in the mail. I spoke with a representative asked why was the automatic pay not going through she stated that it was not setup but she saw it was noted that it was supposed to be, but that she would send me documents. The check was mailed off to Gesa whom did not cash it until 28 December 2013. January 16, 2013, I mailed another check off which did not get cashed until February. This cycled happened multiple times until back to the states and I called in to Gesa in April 27, 2013, and I made a payment over the phone. Gesa also was taking money from my debit card also. October 17, 2013 I went to trade the car in, but found out that I had a repo on my credit. Gesa didn't repo this car until December 1, 2013. Gesa has caused a lot of strain on my family and I, because of the levels of in professionalism. Multiple times I have called and asked to speak with their managers but they seemed to always be busy.Desired Settlement: I desire all of my money refunded from all the payments and the payments took from my account as well as my cancelled warranty for the hassle and I would like my credit to be restored. They have their vehicle, but they basically preyed on military and tried to ruin my credit or did.

Business

Response:

Mr. [redacted] was provided forms to set up the account for automatic payments from his bank account. These forms were again emailed to Mr. [redacted] on November 7, 2012. However these forms were not completed and returned. At the time the forms were emailed to Mr. [redacted], the loan was 59 days past due. After several emails with Mr. [redacted], he stated that he did not feel that he would not pay the past due payments.Under the terms of the Loan Agreement, Mr. [redacted] was required to maintain full coverage insurance. The insurance on the vehicle was cancelled on July 24, 2012, creating another default on the loan. As a result of the insurance being cancelled, Gesa purchased an insuance policy to cover the credit unions interest in the vehicle in the amount of $2,387.00.On November 20, 2012, becuase Gesa has no further contact with Mr. [redacted], the vehicle was then assigned for repossession. The vehicle was assigned for repo due to default in payments, as it was 72 days past due at this time, and also due to the default in failing to maintain adequate insurance on the vehicle.On February 14, 2013, because Gesa was not able to locate the vehicle to be repossessed, a claim was filed against the insurance policy that Gesa previously added to the loan. On May 15, 2013, because our insurance company was not able to locate the collateral, they paid a claim in the amount of $5,325 to Gesa, and Gesa signed the title over to the insurance company to continue their efforts to recover the loss.The remaining deficiency balance of $12,511.37 was then assigned to our thrid-party collection agency, Merchants Credit, to continue our collection efforts.Gesa will not be refunding any amounts to Mr. [redacted] as any amounts were applied to the loan as per the Loan Agreement. Gesa will continue our collection efforts to collect the outstanding deficiency balance of the loan.Should you have any questions, please contact the undersigned.Sincerely, [redacted]Collection Manager, Gesa Credit Unionph: [redacted]email: [redacted]

I have Gesa for a car loan since 6/2011, the website and my login fail to show my payments that I have been making each and every month, and thus the balance of the car loan is affected online. This is a scary situation when you go to get a refinance sheet that shows the pay off being off by more than $500, in just one month!! And I'm caught up! Something is VERY wrong with a website that doesn't update properly or reflects payments from the past of shows past history. I should be able to trust my bank!!!!

I decided to refinance my vehicle after my divorce through Gesa because that is where I had the loan through to begin with and figured I'd stay with them. They are ridiculous and it took once of their financial officers TWO WEEKS just to get my verification to be refinanced done. They don't ask for all the information they need of you at one time and I am still dealing with them as they ask me for more information every 2-3 weeks. I will not be doing business with them in the future. I will take my business elsewhere. This place is a joke and needs some serious organization. OH- they also LOST a late check that they owed me due to a situation where they made an error. It has been a MONTH since they wrote the first check and it is nowhere to be found. Still waiting on the new one. Save your time, energy and patience and take your business to a place where they actually care about your time and money.

Review: In August of 2013 we purchased a vehicle w/ the loan from Gesa Credit Union supplying them w/ all the required & necessary documents to satisfy the loan.

After not receiving the registration we reached out to the credit union & it was responded to that they were working on getting the ppwk. After more time passed I inquired again & they were requesting to be provided ppwk already supplied.

More time passed & without making progress on the matter the situation was escalated to a loan servicing manager. Due to the title being lost the seller needed to be contacted to request they obtain another copy from the DMV.

They should not have needed to do this & more so they now reside in Korea making the situation more challenging & frustrating at no fault of their own.

Awaiting the requested title, the registration has now expired.

We cannot and refuse to drive the vehicle since we cannot do so legally at this time.

Essentially we have car payments on a car we now cannot drive not to mention a huge inconvenience in commuting to & from work & taking care of any daily needed errands. I almost feel like we need to rent a car in the interim @ have GESA cover that cost.

The sale was 5 1/2 months ago & now we can't drive the vehicle any time soon due to delays out of our control.Desired Settlement: Reimbursement for as many day passes that will be required to allow us to drive. $30 for a 3 day pass.

Reimbursement for rental car costs should that become necessary for transportation.

The necessary documents be overnighted to Korea & pre-paid shipping to return the documents to GESA.

Expedited title/registration & overnighting the registration to us.

Business

Response:

[redacted]’s complaint has been investigated and

resolved. The required documentation that was not originally obtained

at the time of [redacted]’s vehicle purchase has been received and processed.

The registration and current tabs were sent via Federal Express to ensure [redacted]’s receipt of documentation allowing her to legally drive her vehicle. The extensive delay in obtaining the necessary paperwork

cost [redacted] $90.00 in title expiration fees that Gesa Credit Union will be

reimbursing to our member, [redacted]. Gesa Credit Union continues to be in contact with [redacted]

to verify she is compensated for any out of pocket expense this delay in

processing has caused her.

Thank you,

AVP Direct Consumer Lending

Gesa Credit Union

Consumer

Response:

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted].

The registration has been received & we absolutely appreciate the assistance [redacted] has offered on this.

I have a car loan which is set up on coupons. I wanted to pay it out so I sent in my coupons, three of them, then a month later get a past due statement for a payment I already made plus one more for the next month out. Now stuck for 30 minutes on hold hearing a machine tell me how sorry they are so busy. My time and patients is being tested by money hungry business that don't seem to care about those who keep them in business

Review: On 6-27-13 my wife an I financed a private purchase of a boat and trailer through GESA Credit Union. At the time of signing we were told that it would take approximately two weeks for the title transfer and licensing to be complete. More than two weeks past and my wife called GESA. She was told that the [redacted] would have the information any day and would be contacting us to transfer the registration. Over the next couple of months my wife called,left voice messages,and emailed GESA trying to get an answer as to why we were not able to license the boat and trailer in our names. A couple of weeks ago she spoke someone at GESA who said the licensing documents had finally been mailed to the [redacted] and we could license the boat and trailer by the end of the week. The end of the week came and we called the [redacted]. They said they had not received the documents from GESA. We called and emailed several people at GESA and finally received word back from a manager that there was a document that had not been signed by the seller so until they signed it we could not license the boat and trailer. By this time both licenses on the boat and trailer had expired and rendered our quite expensive purchase entirely useless. We called the seller but they were out of town for a week. We finally contacted the seller to explain what had happened and to ask if they would sign the missing document. They simply refused and said it was GESA's fault and they would have to fix it. We communicated the problem to GESA and got nothing more than excuses like "there are so many titling scenarios that GESA cant possibly know them all" or "you need to get the seller to come in and sign another document". Finally we got a call back from the seller stating they would be willing to sign the document if my wife brought it by. As of right now we have the signed document and plan on hopefully and finally licensing our boat and trailer tomorrow. Through this entire ordeal we got nothing but excuses from GESA on an issue that they caused.Desired Settlement: We want a sincere letter of apology sent to both us and the seller from [redacted] who is the loan representative and her manager. Had GESA been up front and explain the delays to us we wouldn't have such hard feelings. My wife was lied to by [redacted] and other representatives at GESA on more than one occasion. If someone at GESA would have just admitted they made a mistake instead of lies and excuses this could have been handled very differently.

Business

Response:

Good afternoon,

Gesa made my home buying/selling experience HORRIBLE. They ruined what should have been an exciting time for two families, and turned it in to an absolute nightmare. WIth over 90 days to process a home loan, Gesa constantly kept both the buyers and the sellers in the dark about any time-line issues. With constant promises that "it would be done by [insert day]", only to find that they were simply feeding us all lines, we ended up having to extend the closing date on two homes 3 times. Every time a phone call was made or an in person meeting happened all they said was "sorry, its out of our hands, there's nothing we can do but wait" This went on for WEEKS. One family became homeless for nearly a week and the other was forced to lose thousands of dollars in vacation time, contractor deposits, moving van rental deposits, etc. All the while, the only response Gesa ever had was "there's nothing we can do". No recourse was given, and we were all forced to just eat it. DO NOT use Gesa for home loans.

Gesa can only handle the most basic of banking tasks. Wire transfers they have done incorrectly (taking money from ANOTHER PERSONS Account), after sending my wire twice, etc. they will not help you wire internationally (even though most large banks with full service online banking, allow you to facilitate this function from the web), etc. it's a 'mom and pop' kind of operation, if you need real banking, then I suggest finding another option.

Review: Gesa Credit Union has reported incorrect information to the credit reporting agencies, causing damage to my credit rating and creating hardship in obtaining additional credit and resulting in loss of income for my household. After multiple attempts to communicate with Gesa directly to fix the issue, they are still reporting negative and incorrect information.Desired Settlement: Correct the inaccurate information reported, release from vehicle loan, and compensation for loss of income back to the date of the inaccuracy.

Business

Response:

Ref: #[redacted] Credit Bureau Reporting Complaint

Great company

Review: I have had a vehicle for two years and paying I mist a payment and have been paying extra and have talked to collection and they were fine with it but now they have sent someone to pick it up when I was at work now they said they are auctioning it off with no warning it is just one payment behind and I get payed tommarow I was going to make a payment but did not get this chanceDesired Settlement: of my vehicle at my place it has cost me even more money just to go get my kids stuff out for base ball

Business

Response:

Gesa had made attempts to work with Mr. [redacted] prior to repossession. Mr. [redacted]s vehicle was repossesed on April 9, 2013. At this time the loan was 3 payments past due.

On April 12, 2013, Mr. [redacted] paid the past due payments and fees, and the vehicle was returned to him. The situation has been resolved.

Collection Manager

Gesa Credit Union