TruWest Credit Union

Complaint: [redacted] I am rejecting this response because: Lack of empathy to customersThe issues are with their system and yet the customer must pay a fee! I live to far from a branch, the app doesn't work as I have called and asked for assistance with, I am continuously having issues with the online site and have previously had assistance withI have even been informed when I needed help there were times the systems were down yet the credit union makes no effort to show any consideration to help the customerWorst customer service of any credit union Regards, [redacted] ***

Ms*** has had over calls with Tru*** since 2016. In early December 2016, Ms*** needed assistance paying her loan onlineShe stated that she could not access online banking so we waived the $phone pay fee, completed her payment, and assisted her with accessing online
banking. We advised Ms*** she can make online payments, from another financial institution, for no fee. Ms*** called the Contact Center on April 4, to make her loan payment over the phone, stating that she could not access online banking. The Contact Center team advised Ms*** of the $phone pay fee. The Contact Center Team offered to once again assist her in accessing online banking so she could complete her payment with no fee, but Ms*** declined, stating she did not have time. Additionally, our online payments records indicate that Ms*** has successfully completed online loan payments on December 28, 2016, February 1, 2017, February 28, 2017, and April 4, 2017. In addition to going online to make a loan payment, Ms*** has the option of visiting a Tru*** branch, using one of over shared branching outlets, mailing a payment, using our mobile application on her phone to make a payment or using remote deposit capture by taking a picture of a checkAll of these options are available for no fee. Unfortunately, for some reason, Ms*** cannot or will not use any of these options and insists on be able to make a payment by phone without a fee. Since we are charged a fee to process a phone payment, we are unable to accommodate her request. Perhaps Ms*** should find another institution that can accommodate her needs

Mr. and Mrs. [redacted] believe that we did not follow through on a commitment made to them regarding an extension request for the 2012 Traverse, as well as a skip pay on their 2007 Lexus, and due to this, it has caused damage to their credit bureaus.First, I would like to address the problems with the...

extension request on the 2012 Traverse.  As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments.  While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members.  The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15.  I called the company in [redacted] Cumberland Manor Nursing Center and was informed that Mrs. [redacted] was offered employment but never started the job.  Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona.  On 8/10/15, I emailed members the extension request, advising them what would be needed to complete this request.  I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension.  My email to them is attached.    On 8/11/15, I helped members figure out how to open the email sent to them, as it is encrypted for their security, and received the signed document back on 8/11/15.  When the signed modification document was received, I sent an email again requesting the August payment as well as updated employment information.   On 8/14/15 I did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment.  I did send an email to the [redacted]s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”.  No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent.  The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day.  The credit reporting on this account is complete and accurate.The other part of this complaint is on member’s 2007 Lexus.  While it is true that we did offer Mr. [redacted] a skip pay on the Lexus, we also explained to him that he would need to call back and complete that request once the funds had processed to his account.  This request was also stated in Mr. [redacted]’s letter to you.  Mr. [redacted] never completed that request.  During the emails back and forth regarding the extension request on the Traverse, I continued to ask the [redacted]’s about payment on the Lexus.  Not once did they bring up the fact that we were to have given them a skip pay on this loan.  The only response I received regarding this loan was on 8/14/15 when Mrs. [redacted] stated “Also, I don’t see what the other loan has to do with this one.”  We spoke to Mr. [redacted] on 9/28/15 and advised him that once the payment processed for the 8/28/15 payment that we would forward the skip pay request to have it completed for the 9/28/15 payment.  The payment was received on 9/28/15 and the skip pay was requested that same day.  The account is now due for the 10/28/15.  There was one 30 day mark on this account from July 2015 which has been updated to reflect paid as agreed.

Complaint: [redacted]
I am rejecting this response because: Lack of empathy to customers. The issues are with their system and yet the customer must pay a fee! I live to far from a branch, the app doesn't work as I have called and asked for assistance with, I am continuously having issues with the online site and have previously had assistance with. I have even been informed when I needed help there were times the systems were down yet the credit union makes no effort to show any consideration to help the customer. Worst customer service of any credit union. 
Regards,
[redacted]

In response to your August 15, 2015 email request we have confirmed your signed enrollment for AD&D [redacted] provided through [redacted] Benefits Group through its relationship with TruWest Credit Union on January 16, 2011.  A full AD&D [redacted] premium refund was completed on July 28, 2015 to your Share Savings account.  We have processed the request to opt you out of all written and telemarketing communication.  Our actions resolve each of original complaints we received and we consider this matter closed.

I have listened to the calls and I truly hope that Mr. Wade can do some circumspection and actual understand his behavior.  We have ended our relationship and we wish him well in his future endeavors.

I have reviewed the response made by the business in reference to complaint ID 10838842, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We were lied to on numerous occasions from truwest employees. The extension paperwork was requested well before the august payment even came close to coming due, but Lupe "dicked" us around, wouldnt return phone calls, wouldnt answer emails and the words of Lupes coworker was that "lupe does this all the time." When truwest would call and put me and my husband against each other, we started putting the call on speaker and was asked by truwest to not have our phone on speaker because they wanted to only speak to one of us at a time. We were lied to in order to have a payment made. things were promised to us if just one payment could be made. Im pretty sure thats illegal. Also, there is documented proof that the funds were in our account as requested in order to process the extension and skip payment and neither were used for what we were told they would be. we were not told any paperwork had to be turned in for the skip payment. for the extension, we were told it would be at any branch office, but no office in AZ had any clue as to what we were talking about when we went into the office. Nothing that was being discussed was being noted in our account, per a customer service rep. We had this loan with truwest for over 3 years and had no problem. We were promised something and fulfilled our end of the agreement, only to be screwed over by them in the end. All our records, online banking documents that show fraudulent activity by truwest, and all emails have been sent to the attorney general and dept of finance for review also. So no I am not satisfied with their lies...response...to this complaint. We even went as far as attempting to refinance to pay them off, but they screwed over my husbands credit so bad with their lies that he cant even finance a hamburger from [redacted]. He had a 780 before they pulled this crap with a 99% payment satisfaction. Now because of truwest he has a 540. We can show proof for years that all debts were paid according to agreement until this little stunt by truwest. The traverse was repoed and sold within a week, with no offer whatsoever for us to make the account current. [Provide details of why you are not satisfied with this resolution.]

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.I

do not accept TruWest Credit Union’s response. They are simply repeating what

the [redacted] Group had said in previous letters.
Let

me educate TruWest Credit Union on what happens when they participle in

fraudulent schemes.

I cancelled any and all services

with The Hartford [redacted] agency back in 2011 because I found out it was an

[redacted] scam. I called those is for weeks and finally made it to upper

management.

 

TruWest Credit Union did not have

authorization from me to transfer the already cancelled policy from one [redacted] company to another. I would not have read or opened any letters from

[redacted] or [redacted] as these companies

were unknown to me.

 

TruWest Credit Union facilitated

this whole mess and placed unauthorized transactions on an unused Savings

Account all for profit by deception.

 

Also the [redacted] Group employees 'obtained' my date of birth under false

pretenses. By saying I needed to verify my DOB before services could be cancelled...

They never had my DOB to begin with.

 

Once I cancelled my account with The

Hartford I had no reason to think I had to contact  Affinion as I contacted the company on the

letter I received.

 

When I call their number, it said

'Credit Union Services' which implies they were TruWest Credit Union, which you

clearly are not.        

 

My complaint with TruWest Credit

Union still stands. Neither of you had consent to bill me for services from or

on behalf of multiple [redacted] companies in my name without my consent.

 

By the way, the only reason I

received a refund is because I filed complaints. The manager at the branch was

confused and lost when I contacted them and she refused to assist. I advised

her I would file multiple complaints, and I did.

 

Last by not least, I made no

agreement with the

[redacted] Group to extend any [redacted] policy! This crap [redacted] policy

better be cancelled or in addition to these complaints I will take legal

action. You better understand this.

 

On 8/17/15, [redacted] went into a branch and asked for a letter showing that the trustee sale date for his property was on 5/3/11 as the credit bureau’s were not reporting the correct date.  We sent him a letter on 8/18/15.  We received another email from [redacted] on...

8/27/15,, asking to include the account number on the letter.  We sent the updated letter and updated the credit bureau to report correctly. Please see attached.

The borrower refuses to understand that he did not have full insurance - comprehensive does not protect the car.  He also refuses to accept any responsibility for this, repeatedly blaming his agent.  We have had instances where an agent makes a mistake and they acknowledge the mistake.  In this case, the agent has refuese to do so, which indicates the mistake was the borrowers.  The insurance lapsed, we were forced to provide coverage.  The borrower, per his contract, must pay for that coverage.

In response to your August 15, 2015 email request we have confirmed your signed enrollment for AD&D [redacted] provided through [redacted] Benefits Group through its relationship with TruWest Credit Union on January 16, 2011.  A full AD&D [redacted] premium refund was completed on July 28, 2015 to your Share Savings account.  We have processed the request to opt you out of all written and telemarketing communication.  Our actions resolve each of original complaints we received and we consider this matter closed.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

TruWest credit union must not realize that comprehensive coverage is insurance, because I sure was paying for it every month. Not having Collision was a mistake by my insurance company. I did not tell them to leave it off so obviously it was a mistake on their part. I did not refuse to obtain a letter, my insurance will not put it in writing. TruWest did not initially make contact with my insurance, I put my insurance in contact with them. This was done after months of letters being sent to me by TruWest credit union and me calling TruWest credit union to find out what the problem was. When I spoke with the employees of TruWest on the phone after receiving the letter to contact them they told me to fax proof of insurance, which I did and continued to receive letters. After receiving another letter I would call TruWest credit union and they would tell me to fax proof of insurance. When I told them I did they told me to disregard the letter the problem was fixed then. Then I would receive another letter the following month. After three months of this "I" called my insurance agent to have her call TruWest credit union to try and figure out what the problem with the insurance was. The next month statement is when the $6000.00 was added to my loan and my monthly payment doubled to over $1000.00 a month. At this point I feel TruWest credit union saw an opportunity to make more money off of me and the reason I sent in this complaint. TruWest calls this fee "Insurance" but when I spoke to Amber and asked since I had already been charged insurance, could I drop the insurance with my company to offset the added amount, she said no I would be charged another $6000.00. This does not sound like insurance but a loophole for profit or punishment. All of this could have been fixed early on if TreWest credit union employees had been able to tell me exactly what the problem was. I would also like to ask how is it that I pay $1200.00 a year for Collision and Comprehensive insurance on this truck now, but you charged me $1000.00 a month for Collision? also what kind of "Insurance" covers a period of time that has already passed. As stated earlier the reason for this complaint is I feel that TruWest credit union is ripping me off and I will not be satisfied until the rest of the money $3800.00 is taken off of my account and my payment returned to what we had agreed upon when I bought the truck.  I was making all of my payment as agreed upon and feel like I have done nothing wrong to be treated like this.

Regards,

This doesn't resolve my inquiry whatsoever. This is what I may of expected from a day-to-day customer service agent; but an executive? I'm very troubled still that no ownership has been taken for the issue at hand. I've only commended TruWest credit union to family, friends, and acquaintances up until this day in my life. I was on the phone with a customer service person within a few hours of overdraft fees being assessed to my account and I was UNABLE to be helped due to severe incompetence, lack of ownership, severe misunderstanding on behalf of TruWest credit union, and no ownership taken by management. I actually truly hope that Ian, Justyne, and whoever else I've been in contact with to undergo an immensely severe reevaluatation. Ian, please listen to my concern and calls; I wasn't disruptive. I wasn't rude. I wasn't outlandish. You're response to my issue is actually preposterous and blasphemy. As a VP you are complete and utter garbage. I WOULD LOVE TO SPEAK IN PERSON TO YOU. Please refund my issue before I allocate my funds to the press and other media outlets about the horrendous service and scrutiny I've been put through by sub-par agents and poor performing management. Good luck on future business endeavors Ian, you REALLY NEED IT. I'm praying for you and the other agents listed previously.

See attached.

I don't think I have ever seen a complaint mischaracterized more than this complaint in my entire career.  Mr. [redacted] obviously has no ability for self-reflection.  I pulled the calls and Mr. [redacted] behavior was rude, obnoxious and unprofessional. The only thing we do agree on is...

we believe Mr. [redacted] business would be better served at another financial institution.  To that end, prior to this complaint being filed, on November 24, we mailed Mr. [redacted] a letter advising him that, due to inappropriate and abusive behavior to staff members, his checking account was being closed on December 16.
We wish him luck in his future financial advisors.
Ian S[redacted]
VP, Risk Management

As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments.  While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members.  The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15.  We called the company in [redacted] Center, and was informed that Mrs. [redacted] was offered employment but never started the job.  Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona.  On 8/10/15, I emailed members the extension request advising them what would be needed to complete this request.  I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension.     On 8/11/15, we helped the members figure out how to open the email sent to them, as it is encrypted for their security. We received the signed document back on 8/11/15.  When the signed modification document was received another email was sent, again requesting the August payment as well as updated employment information.   On 8/14/15 we did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment.  We did send an email to the [redacted]’s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”.  No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account  73 days delinquent.  The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day.  The credit reporting on this account is complete and accurate.
Ian S[redacted]Vice President, Risk Management/General CounselTruWest Credit Union

We have removed the delinquency on the credit reports with [redacted] and [redacted].  [redacted] was already reporting correctly.  We have also waived all late fees.  We apologize for the inconvenience.

The borrower did not have full insurance coverage, missing one piece.  The borrower had only comprehensive coverage and did not place collision coverage until March 2014.  The borrower claims his insurance agent erred and we advised that a simple letter from the agent verifying that would...

suffice.  The borrower refused to obtain the letter.  We contacted the borrower's insurance agent directly and verified that the collision coverage was not placed until March 22, 2014.  Therefore, the borrowers insurance coverage was lapsed from September 28, 2013 through March 22, 2014. 

Pursuant to our loan agreement, which the borrower agreed to (the agreement entails more than just the payment amount), the borrower must maintain insurance that covers the vehicle.  Since the coverage lapsed, we placed insurance to cover the vehicle, again pursuant to our loan agreement.  The borrower must pay for that insurance.

Sincerely,

VP, Risk management

Mr. and Mrs. [redacted] believe that we did not follow through on a commitment made to them regarding an extension request for the 2012 Traverse, as well as a skip pay on their 2007 Lexus, and due to this, it has caused damage...

to their credit bureaus.
First, I would like to address the problems with the extension request on the 2012 Traverse. 
As stated in the complaint, members were offered an extension for 6/5/15 and 7/5/15 payments.  While we did receive some of the paperwork needed to complete the extension request on 7/22/15, we did not receive the signed “Consumer Loan Note Modification/Extension Agreement” from the members.  The employment information we received for Mrs. [redacted] was from a company in T[redacted] and was an offer letter for employment to start on 7/13/15.  I called the company in [redacted] Cumberland Manor Nursing Center and was informed that Mrs. [redacted] was offered employment but never started the job.  Based on this, we asked Mrs. [redacted] for updated employment information in Arizona as both members had expressed that they moved back to Arizona.  On 8/10/15, I emailed members the extension request, advising them what would be needed to complete this request.  I advised them that the extension would be for June and July 2015 payments, but that they would need to make a payment as the account would need to be current coming off the extension.  My email to them is attached.    On 8/11/15, I helped members figure out how to open the email sent to them, as it is encrypted for their security, and received the signed document back on 8/11/15.  When the signed modification document was received, I sent an email again requesting the August payment as well as updated employment information.   On 8/14/15 I did receive updated employment information for Mrs. [redacted]; however we never received the August, 2015 payment.  I did send an email to the [redacted]s advising them we had received all information but would need a payment no later than the end of business 8/14/15 and received a response of “OK, Thank you”.  No payment was received on 8/14/15 or 8/15/15 and on 8/17/15 the vehicle was assigned for repossession with the account 73 days delinquent.  The vehicle was repossessed the morning of 8/18/15 and all the paperwork for the repossession was completed that day.  The credit reporting on this account is complete and accurate.
The other part of this complaint is on member’s 2007 Lexus.  While it is true that we did offer Mr. [redacted] a skip pay on the Lexus, we also explained to him that he would need to call back and complete that request once the funds had processed to his account.  This request was also stated in Mr. [redacted]’s letter to you.  Mr. [redacted] never completed that request.  During the emails back and forth regarding the extension request on the Traverse, I continued to ask the [redacted]’s about payment on the Lexus.  Not once did they bring up the fact that we were to have given them a skip pay on this loan.  The only response I received regarding this loan was on 8/14/15 when Mrs. [redacted] stated “Also, I don’t see what the other loan has to do with this one.”  We spoke to Mr. [redacted] on 9/28/15 and advised him that once the payment processed for the 8/28/15 payment that we would forward the skip pay request to have it completed for the 9/28/15 payment.  The payment was received on 9/28/15 and the skip pay was requested that same day.  The account is now due for the 10/28/15.  There was one 30 day mark on this account from July 2015 which has been updated to reflect paid as agreed.

Review: TruWest Credit Union repeatedly calls after I have explained to the creditor that the debtor no longer has this number, and to cease calling me. This has been ongoing for 5 months since obtaining a new landline number.Desired Settlement: Stop calling me.