Greater Nevada Credit Union

I purchased a car from a guy that had a car loan at Greater Nevada Credit Union and was holding the title. We met at the bank and I paid off the loan and provided them with my name and address. and was told that I would be receiving the title in about a month. Its been over 2 months and I still have not been provided the title by the bank. I finally was told by the loan dept that they messed up and didn't the title signed by the previous owner and was waiting for them to contact the bank so they could have the title signed. Even though they had my contact information, GNCU never even bothered to contact me to inform me of the problem. The person handling it also stated that the mistake happened before she started working there, In other words, it wasn't her fault so she wasn't going to try very hard to resolve it. Her resolution was to send out letters to the previous owners with addresses that were no longer valid and wait. What terrible service! As of today it's been 2 months and I still have not recieved the title. Thanks GNCU

I cannot access my online account. The message says my logon identifier is not correct, but it is. I have changed my password and the security questions, which were also not wrong, But the next time I try to access the account, I am again shut out, even though the logon info is again correct. The Credit Union has not replied to my email. I am not in the area now and they will not allow my daughter to intervene. That part I can understand, but I cannot understand not replying to email. This is the third incident of non-cooperation and even obfuscation I have had with this particular credit union. They seem not to be concerned about working with members cooperatively. This has never been my experience before and is one of the reasons I choose credit unions to begin with.I hope this can be solved satisfactorily and quickly.Product_Or_Service: online banking accessDesired SettlementHopefully, the Credit Union will find the glitch and allow me to use my account once again. Otherwise, I have no option but to close it. I do all my bill payment work this way. Business Response Our records indicate that we recieved two emails in the past year, one through a secure email channel in February and another through our general "contact us" email on 7/30/2014. In both cases we have attempted to make contact with [redacted] using the telephone number provided in the email and on her membership profile. Unfortunately, we have not received a return call. Our records also indicate that since this Revdex.com comment, her online profile has been successfully used.If [redacted] is still in need of assistance, we would be happy to provide it. She can contact our Member Resource Center and speak with [redacted]. [redacted]' direct telephone number is [redacted]

I was notified on October 20, 2013 that my account was overdrawn. I asked why and was told that there was insufficient funds. We had moved and opened a new account at a new bank. We notified anyone who took funds directly from our account to not use the GNCU account and to use the new account. [redacted] had accidentally taken money from the wrong account - their system (we discovered) did not take both the change of address and the change of payment at the same time on my daughter's [redacted] account. GNCU told me to contact [redacted] and ask them to send me something stating that they would put the money back into my GNCU account. I contacted [redacted] and they sent me an email stating that it was their error and they would return the money to the GNCU account. I faxed this to GNCU along with a request to remove the overdraft fees. I mailed a check and a note to close out my loan and ask for my checking account. I paid $200 extra to ensure that this happened - even if [redacted] didn't get the money refunded right away. On October 30, 2013, I called GNCU to make sure my account was closed and was told that I still owed $111.62. I asked why and was told that the letter from [redacted] was not on letterhead so they wouldn't accept it. I asked if I could make a debit card payment directly for the remaining money. I was told that I would have to do a wire transfer. So I said, " I will need to do a wire transfer for $111.62?" She said no - that I would have to do a wire transfer for $203.36. I asked her where that figure came from because she told me that I owed $111.62. She told me that must have been for something else. I told her that I had written that amount down when she gave it to me 5 minutes ago. She told me that I was wrong and that I needed to add an additional $10 to the wire transfer and so the total was $213.36. I asked her if I did this would the account be closed today, she said "no because wire transfers have to be in by 1:30. We are wiring the money today with a note to close the account.Desired SettlementI would like them to have to be more clear when GNCU tells a customer that they have to get the information for getting a charge removed, that it has to come on company letterhead. Not waiting until after the fact. I had the person's name and contact information on the [redacted] document presented. If I had known it needed to be on letterhead, then I would have asked for it to be on letterhead.Clarity on information re: $ owed. I was given 2 different sets of figures. Business Response Greater Nevada Credit Union apologizes that [redacted] did not recieve information as clearly as she would have liked. We have attempted to call her directly to review any details about her accounts that she would like to review but have been unable to contact her as of 11/15. Our Member Resource Center would be happy to assist and we have left her the direct contact information for our Supervisor there.

In May of 2015 I worked with a mortgage lender to try and secure a fixed loan mortgage for my home. I was on a 10 year interest only arm and the 5 year adjustable part of the loan was going to turn into us paying principal in 2016. The lender ran my credit and advised me that my scores were below 600. I have been in a chapter 13 bankruptcy for 4 years as of this month and was advised my scores would be raised substantially by now. When the lender looked further into the situation, she advised me that Greater Nevada Credit Union was not reporting any of my payments to the credit bureaus. I Contacted Greater Nevada Credit union and put in an investigation claim regarding this issue and they sent me a letter on May 25th advising that they were reporting my loans correctly. I again spoke with the lender who in November tried again to run my credit and advised my scores were the same and below 600 so I was not aloud to refinance my home. I again filed a claim with Greater Nevada Credit Union and received a similar letter on December 10, 2015 that advised they were reporting to all three credit bureaus. A couple months ago, I went into the bank and spoke with the Greater Nevada Mortgage Lender to see if speaking to someone on the inside would be more helpful. She ran my credit and found the same numbers, they were still under 600 and showed me my credit report and it had no reports of either one of my car loans. I had paid off my Dodge Ram Truck payment that day so I advised her I must have been making all my payments these past 4 years because I just paid off one of my loans. She contacted the claims department while I was sitting there and they advised because I was in a bankruptcy, they were not obligated to report my payments. She told me I needed to apply for a secure line of credit card and to build my credit that way and come back in a few months.Desired SettlementGreater Nevada Credit Unions refusal to report our car loan payments for the past four years has created great financial and mental hardships for myself and my family. We have had to pay way more than needed in our mortgage because we haven't been able to refinance our loan to a fixed mortgage and the stress it has caused us dealing with this issue for the past year has been tremendous. I just would like to report all of our payments from July 2012 to Present and rectify this situation now.Business Response Due to the notification of Petition of Chapter 13 Bankruptcy filed July 09, 2012 for [redacted]; Greater Nevada Credit Union may only report the following Consumer Condition: D-Chapter 13 Petition of Bankruptcy to all Credit Bureaus relating to our borrower's accounts. This restricts how Greater Nevada may report to the Credit Bureau related to activity on any accounts included in a Bankruptcy filing, including payment history. The current reporting status will not change unless we are informed by the Bankruptcy Court by notification of Discharge of Debtor through Chapter 13 Bankruptcy or notification of Dismissal of Chapter 13 Bankruptcy. We apologize if [redacted] was given invalid advice regarding her Bankruptcy from her mortgage lender that conflicts with the reporting limitations that we have as a financial institution. We would advise the borrower to consult with her bankruptcy trustee regarding the best course of action to resolve any concerns involving her bankruptcy and related credit reporting.

Overdraft protection was not applied as they documented for my account after signing it following a software update;over drafted my account by $727 I opened a bank account with GNCU signed documentation for overdraft protection; during Nov. 3rd the bank had a software update and did not reapply this protection on my account as they guaranteed after signing for my account. I contacted them on Nov. 17 due to over draft charges, I was informed by [redacted] at Account Services that they were dealing with a large amount of issues and she would have my account credited an fixed. Nothing was reversed as they informed me it would be. I called their service center back and received no communication, so I contacted[redacted] a branch manager at Greater NV credit union on December 8, I sent an email, he responded with a telephone call and informed me that he would reverse the first two but then he needed to get his supervisor involved due to the excessive amount of overdraft charges present on the account. I let him know that none of the charges would be there if they would have pressed the opt button for my overdraft protection as I had signed up for. He stated, "I understand and will send all this information to my supervisor and he will get back to you by Wednesday or Thursday (Dec. 10 and Dec. 11). The account continued to be over drafted. No phone call and no communication was presented back to me. I contacted greater nevada credit union 9 times with no communication back from[redacted] or any other management type authority. I had to pay my bills so I was depositing money in the account to cover those bills until this was resolved by Jeff and his supervisor. As of today, I have 18/$34.00 charges for overdraft, 3/$25.00 charges for return checks,and 4/$10.00 charges; totaling $727.00 and no communication on what is going on with my account. I have no way to pay my bills that are out of the Reno, NV region, and all my payments for any bills that I have electronic have been rejected. I have sent email after email, phone call after phone call, with no communication back to me. The only individual I have spoken with has been the call center; who have sent out 5 emails to communicate with supervisors and still after 4 weeks there is no resolution, and no way to pay any of my bills. I am extremely frustrated and need this taking care of. Please help. I have documentation to verify all I have spoken about. I thank you for your time. Desired SettlementI am seeking to have the $727.00 reversed from my account of over draft charges that I was no responsible for, it was a bank error that has continued to spiral out of control with my account. I would also like a letter to support their error to each check they rejected with an apology; so my credit doesn't get damaged by their mistake.Business Response Contact Name and Title: [redacted]n, Area MgrContact Phone: [redacted]Contact Email: [redacted]tWe apologize for the confusion surrounding our recent systems upgrade. We also apologize that [redacted] did not receive a prompt response to her inquiries. We have since discussed the matter with [redacted] and resolved her overdraft fee concerns. An additional message has been left with [redacted] by our Regional Manager offering to discuss her not receiving a prompt response to her inquiries. A total of $781 in fees has since been reversed including those in question and a letter apologizing for the return items has sent to the member today. Thank you.

I deposited a check via a GNCU branch ATM. I checked my account the following day to see if the funds were available in my account... They were. I subsequently scheduled a next-day payment online to pay off a credit card via GNCU's bill pay service. I checked my account the next day, funds now mysteriously NOT available, but payment went through anyway, complete with a $34 "insufficient funds" fee. I've called several times already to resolve this issue, but GNCU REFUSES to give me the $34 fee back. I have two HUGE issues with this...1. Why am I being penalized for an apparent glitch in their online system?2. Why do they allow a scheduled "bill pay" payment to go through if the funds aren't there to pull from in the first place? Answer: So they can essentially STEAL $34 from their customers! This is an extremely shady business practice and should rightly be ILLEGAL!Desired SettlementGive me my $34 back and discontinue this unscrupulous practice/policy. Oh, and fix your online system!Business Response On August 17th at 6:53 pm, [redacted] made a deposit to his account through an ATM. This is after the stated cutoff time of 3pm and [redacted]'s deposit was processed the following business day. When his deposit was processed, the first $200 was made available, per federal regulations, and the remainder was held for 2 business days. The hold was in force through 8:45 pm of the 19th, actually released a few hours earlier than the allowable 2 business days. At no time prior to the release of the hold were the deposited funds shown as available for withdrawal. [redacted]'s item that overdrew his account and resulted in an NSF fee cleared his account at 7:58am on the 19th, prior to the hold being released.When looking in online banking there are always two balances displayed, the Current Balance and the Available Balance. The Current Balance indicates all transactions that have been processed and would have reflected [redacted]'s deposit. The Available Balance indicates what is actually available in the account and includes any holds such as a deposit hold or pending ATM/debit card purchase.Our records indicate that [redacted] checked his available balance through online and mobile banking several times from the 17th through the 20th and both balances would have been indicated.As a courtesy, Greater Nevada has refunded the $34 NSF fee that was not charged in error. Our records also show that [redacted] received a similar refund earlier this year. Greater Nevada will not refund any additional fees incurred by [redacted] that are not the direct result of a credit union error. His account has been so noted. Additionally, we ask that [redacted] refrain from using profanity or abusive language in any future written or verbal communication with Greater Nevada staff. If [redacted] has any questions related to his accounts, he can contact[redacted], Member Resource Center Manager at her direct line, [redacted]. Any future use of profanity or abusive language may result in [redacted] being limited to interacting with Greater Nevada Credit Union through electronic means only.Thank you.

Complaint2 weeks ago, after having paid off the balance of a truck loan outside of a Chapter 13 Bankruptcy during December, 2014, I began to apply for a VA home loan. I had purposely kept the vehicle apart and paid privately the last 2 years, paying the loan off early. Upon my credit report being run, it was discovered by the lender that Greater Nv. Credit Union had reported inaccurately to all 3 credit bureaus that the truck WAS part of the BK. My wife has gone into the MaeAnne Branch (Reno) and provided a copy of our Trustee document to [redacted] (teller), proving the truck was a "DIRECT PAY" therefore, not included. Also, we found that when my wife had made a double payment on the account in Dec, 2013, that the one payment that was behind (which she was making up) was not credited. My wife had received confirmation from the Branch Mgr. at the S. Reno Branch the day she made the payment of the amount. However, this was applied to the Principle (unknown to us) and that one payment has been carrying forward as "late" for the entirety of 2014 - making it look like we have 14 late payments on the account. IF the truck had been part of the bk, we would not be able to have ANY late payments because if you look on the first document from the Trustee, we have NO DELINQUENCIES on our BK! Anway, we were never advised it kept reporting 30 days late from a payment in 2013 (made up in that big Dec. 2013 payment). We continued to make pymts - even paying the loan off early in Dec. 2014 - ALL PRIVATE PAY. We have made 6 trips (between my wife and I) into the Reno Branch trying to get help. [redacted] has emailed Risk Management, sent them our proof, but they have not changed anything on the credit and requiring some other proof. We are in the process of securing MORE from the BK attorney - although, we aren't sure what it will take. They can see that every payment made on the truck was private pay, and not ONE payment was made through the BK or a Trustee.Product_Or_Service: Ford TruckAccount_Number: [redacted]Desired SettlementAs a 23 year [redacted] Disabled Vet, who continues to work fulltime,I request GNCU to update the 3 credit bureaus to reflect private pay and remove the late pymts from 2014. We made all payments in good faith, going on info from the branch mgr., thinking the one we knew we were behind in '13 was made up. No one advised us differently, or we would've handled it LONG before now. We purposely kept this private pay, GNCU received ALL the $ owed, & paid the debt off EARLY. I respectfully ask for relief.Business Response The original dispute that came to our Reno Greater Nevada Credit Union branch from the member in question, was that their loan was reporting under the bankruptcy and shouldn't have been. After reviewing the bankruptcy documents, the loan was indeed suppose to be reported under their bankruptcy. When a bankruptcy is submitted to Greater Nevada Credit Union, we include the loans, as any credit the consumer may have, needs to be listed. At the time of response to the branch, the members consulted with an Attorney. The attorney explained to our Loss Mitigations Specialist that their dispute was not about the loan being recorded in their bankruptcy filed in December 2012, rather to the derogatory (30 day reporting's) reporting on their loan since the Bankruptcy filing. On January 29, 2015, for Mr./Mrs. [redacted]'s loan in question, we submitted a request for removal of all applicable 30 day reporting's after their bankruptcy filing in December 2012 to all credit bureaus and updated the status to Paid in Full/Closed Account. On January 29, 2015, a letter was drafted confirming that Greater Nevada Credit Union completed the investigation into their claim, was then sent directly to their attorney for review and to forward to her clients (our members) with this explanation. The attorney was satisfied with the response and was pleased at how quickly Greater Nevada Credit Union responded.