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Vantage Credit Union

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Vantage Credit Union Reviews (102)

We have reached out to our Member. Unfortunately, at the time the Members items cleared the account she did not have the funds available due to pending check card transactions she authorized. We have refunded fees as an exception, as this was not a credit union error. We have resolved the...

situation to the best of our ability.   [redacted]

Complaint: [redacted]
I am rejecting this response because: The payment I made for $1,000 was to satisfy the multiple months of payments I was supposed to be making. Now that I realize this is not an option I will surely never be paying more than the monthly payment as my single income household...

cannot afford it. It was with honest intentions to pay the several months payments in advance. There's no reason whatsoever why my money cannot simply be refunded and the balance re added to my loan total. It is claimed that notices were sent to me, I never received them. I will move forward with switching my account as well as the accounts of my children. 
Sincerely,
[redacted]

We have attempted to reach out to Mrs. [redacted] to discuss her account by leaving messages on the telephone number we have listed on her accounts. Messages were left on Monday, July 31st 2017, Thursday, August 3rd 2017, and Monday August 7th, 2017. Vantage Credit Union did have fee changes...

effective July 1, 2017. Notification of this change was sent out to the membership via the US Mail and through our online banking system in May 2017. Mrs. [redacted]’s checking account was charged a monthly fee because she did not meet the minimum aggregate balance requirements

On February 22, 2017 the member opened a special savings and holiday club account.  At that time, the member was given a disclosure indicating any fees associated on these accounts, as well as been given a fee disclosure at the time the account was originally opened.  On March 21, 2017...

the member came into the branch and was assisted by the Assistant Branch Manager at the W. Florissant branch to set up three transfers from the savings account going into the holiday club account, on three separate days.  At that time, it was communicated to the member that any withdrawals from the holiday club account prior to the October 2017 payout would result in a $10.00 early withdrawal fee.  At the end of March and beginning of April, these transfers did take place as requested. Vantage Credit Union will refund the $10.00 early withdrawal fee the member was charged on April 7, 2017.

Our Member deposited funds for the gift card purchase into her savings account on 8/31/2017. Processing the purchase of a gift card is a two step process. Funds to purchase the gift card are withdrawn from the member's account, and then the card purchase is processed on a separate system. In this...

instance, the funds were not withdrawn from the member's account on 8/31/2017 when the card was purchased. This oversight was discovered on 09/26/2017 by our Card Services Department during reconciliation. We contacted the Member on 9/26/2017 and left a voice message, detailing the oversight and explaining that funds for the purchase of the gift card were being withdrawn from her account to cover the cost of the purchase made on 8/31/2017. The member was not double charged for the purchase of the gift card, the withdrawal of the funds for the purchase of the gift card were simply delayed due to an oversight by the teller processing her transaction on 8/31/2017. We apologized for any inconvenience that this caused, but the member received a gift card equal to the amount that was withdrawn from her account.

Dear Ms. [redacted],   Thank you for your feedback, I sincerely apologize your issue was not resolved and for the delay on our response to this complaint. I have left you a message with my direct line, [redacted] or [redacted] ext [redacted]).  From what I can tell the most recent...

conversation ended on 12/11/17 with Vantage stating, we would need documentation from your other financial institution with the fees listed on the history of the account or a communication on their letter head indicating such. Please send this to Item Processing [redacted], Contact Center [redacted] or email [redacted] ATTN: [redacted].  Once we receive this, we will be in contact with you and determine a solution.  Also, I have reviewed your calls and have discussed your concerns with all parties involved, so that we can make improvements.  We hold high Member Service expectations at Vantage and unfortunately we feel short in this situation.  We appreciate your Membership and hope to resolve this issue shortly.    Sincerely,   [redacted] | CONTACT CENTER MANAGER VANTAGE CREDIT UNION [redacted] | [redacted]@vcu.com Tell us why here...

A change in terms was mailed to members in May of 2017, and a message was displayed on our online banking system. Spoke with member about new account fees. Member was not interested in pursuing options to avoid the fee.

Complaint: [redacted]
I am rejecting this response because:I received a  receipt from the teller that it was in the amount of $170.00 dollars and I did count what was in the envelope which was $170.00 after I left the vantage credit unions parking lot that very same day which was 8/29. The check in the amount of $32.00 was supposed to be deposited into my checking account which I did make clear to the teller. I would like to have $32.00 reimbursed for my troubles.
Sincerely,
[redacted]

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]

[redacted]
opened a restricted account on 4/26/17.  He was informed at the time...

of
opening the savings account, he is not able to make any deposits into the ATM
machines, and was also educated about extended holds on all checks
deposited.  On 5/23/17 he deposited a check for $30 into his savings with a
hold and a release date of June 2, 2017.  [redacted] came into the office
on 5/24/17 upset that he was not able to make a cash ATM deposit.  It was
explained again due to the type of account he has he can’t make deposits into
the ATM due to his Restricted account, he can only make withdrawals. He was
also told the check that was deposited would be released on 6/2/17.  The
FSR tried explaining the check hold procedures again to [redacted] and he was upset
and left the office.  On 5/25/17 he came back in requesting to close the
account and was informed again the account cannot be closed until the hold is
released on 6/2/17.  [redacted] wanted the check back so he could close the
account.  We informed him we could not give the check back to him and that
we had to wait until the check cleared the other financial institution. The manager
overheard the conversation with [redacted] and the FSR and offered a solution to
close the account when the hold was released and she would mail him a check. 
He did not like the options and did not trust his mail.  He told FSR he
would come in to withdraw the funds from the account and include his five
dollar general share. [redacted] left the office, yelling that ‘Vantage is not
for poor people. On 5/31/17, [redacted] was contacted by phone to no avail and a
message was left to return the Branch Manager call.  Another message was left on 6/5/17 and no
return call from [redacted]. As of today,
June 8th [redacted] came into the branch and closed out his account.

Ref Complaint#[redacted] Member: [redacted]        The letter received by Ms. [redacted] was a Right to Cure Default notice as required by Missouri state law. At the time the letter was produced the $394.00 in question was the current amount owed on Ms. [redacted]’s...

second mortgage with Vantage Credit Union (VCU). The payments due at the time of the notice were $188.00 for December 20,2018 payment and $206.00 for the January 20,2018 payment. The amounts on the letter are supported by the statements that have already been provided to Ms. [redacted] and loan agreement for the mortgage.      Vantage Credit Union would be happy to assist Ms. [redacted] with review of her pay history to understand how the amount due was arrived at. At this time no adjustments to the amount due are needed. Ms. [redacted] can contact us at [redacted].   Regards,   Vantage Credit Union

I’m sorry Ms. [redacted] was not approved for a mortgage for the condo she wished to purchase.  The mortgage process is lengthy and time consuming, and  with the new regulations, the underwriters are required to abide by the “Ability-to-Repay” rules.   Without going into her...

personal information, it’s important to note that Mortgage Solutions went to two different investors to attempt to get her approved for a mortgage loan.   Mortgage Solutions was well within the commitment dates and worked quickly once notified of the denials to avoid the loss of both earnest money and appraisal fees.   Again, without going into detail, the loan was denied by both investors, and Ms. [redacted] and her agent were notified as soon Mortgage Solutions was notified of the underwriters’ decisions. [redacted], President Mortgage Solutions, LLC

Dear [redacted],
 
Thank you for making us aware of your concerns, we want to be sure
to answer your questions. It can be upsetting
when new fees have to be implemented. The fee that you see on the account is
the Aggregate Balance Fee, which went into effect on June 1st and...

is
assessed one time per month.  
 
To help inform members of the change we did send out a Change in
Terms notice in the March Statement. In addition, we mailed a letter to our
members who receive paper statements and for our members who utilize online
banking platform, an Alert Notification was sent through the member’s online
banking profile on May 12th.
 
You can view your March statement’s insert by logging into your
online banking. On the lower left hand side select statements. You will then
select the insert on the March statement to see the Change in Terms notice.
 
You can view the Alert Notification by logging into your online
banking. This would have originally popped up once when you first logged into
your account from May 12th, but you can still see it through the
Announcement widget on the main page of your online banking.
 
Aggregate Balance Fee (AGGREGATE BAL)
                                        ... /> $5.00
   (per month; 90 days after account opening; aggregate
   sum of daily deposit, loan and credit card
balances falls
   below $3,000; members age <26 and >69
excluded)
 
The $3000 is based on deposit, credit card and loan balances. As a
full-service financial institution, we want to provide the best services and
benefits to our member-owners. To minimize the impact of fees, consider
utilizing the credit union’s full offering of services. This could alleviate
some of the impact from our Change in Terms, but also enables the credit union
to continue to be competitive in the services and rates available to our
members. If you only have a checking account, consider refinancing a vehicle
loan or increasing savings. Having a credit card would only require a savings
account, not a checking. This will also help you avoid this fee. Please let us
know if you have additional questions.
 
Unfortunately, this is not a fee that will be refunded.
 
We appreciate your membership.
 
Sincerely,
[redacted]

Ref Complaint#[redacted] Consumer: [redacted]        Since receiving the above referenced complaint Vantage Credit Union (VCU) has been in contact with [redacted]. Using the transaction identifiers provided by [redacted] VCU was able to determine that the...

$60.00 transaction was not presented to VCU and is still in a sent but not accepted or rejected status with the vendor [redacted].      [redacted] has agreed to contact the vendor [redacted] that initiated the transaction to determine if they can perform further research on the status and help refund her funds since VCU was never presented them for deposit to our knowledge. We apologize for any inconvenience the consumer has been caused by the situation and have provided her with direct contact information for any further assistance she may require having her funds returned.   Regards,   Vantage Credit Union

I have spoken to Mr. [redacted] and resolved his concern.  No additional follow up needed.  I let him know I would respond to his Revdex.com complaint.

[redacted], Thank you for making us aware of your concerns, so that we can make improvements. I apologize for the way your phone conversations were handled and we expect the calls to always remain professional. Please know these concerns are being addressed. We did refund your fee yesterday...

as an exception. Normally we do not refund fees unless it is a Credit Union error. We do offer an overdraft line of credit that will help you avoid these fees. If you would like to apply you can do so over the phone, in person at any of our branch locations or online at [redacted].  Thank you for your time and consideration.   We appreciate your membership.  Thank you,[redacted]Contact Center Manager

Vantage Credit Union underwent a core processor conversion over the weekend of April 30th, 2016. Our online banking site was brought down after the close of business on Friday, April 29th, as communicated to our Members. This was done after 5:30pm CST on Friday, April 29th. Any issues accessing...

online banking prior to that time would have been an isolated incident and not connected with our core conversion. The credit union was open Friday, April 29th, however we do not have record of any contact from the Member on the 29th stating he was unable to access his account online. Any issue could have been resolved at that time, and/or funds transferred to the related account. Furthermore, the fees incurred were as result of not transferring funds to a different account in time to cover items attempting to clear. As a rule, funds must be in the account and be available prior to authorizing merchants to debit funds from the account. As a one-time courtesy for our Member, we will refund the two courtesy pays charged on the account. We will continue to monitor incoming calls for quality assurance. Thank you

You called May 31st at 5:12 telling me there was no power at you building until 4:30. However, I was at your building at 2:30 and tried to make an ATM withdrawals and received insufficient funds notices.

Complaint: [redacted]
I am rejecting this response because: I have never dealt with a bank that would charge over draft fees before the account is over drafted.  Any other bank would have the charges clear first and then assess overdraft charges on the amounts that are not fully covered.  Apparently this is a practice that only your financial institution practices to take even more money from consumers. Again even looking at the print out that was handed to me by the manager had the charges cleared before the overdrafts were as even by your own statement it would have only been over drafted $3 so I still ask, if in the end I would have only been over drafted $3 how did I incur $105 in overdraft fees?
Sincerely,
[redacted]

Ms. [redacted] originally contacted the Credit Resolution department about her hardship on August 18, 2016. At that time her offer of $20.00 a month while she was unemployed unfortunately did not meet the minimum payment qualifications for the hard ship programs we have available on this type of...

account. We advised Ms. [redacted] that while we would not refuse the $20.00 a month payments that this would most likely lead her account into a status where Vantage Credit Union (VCU) would end up taking a loss. She advised she was hoping to gain employment soon and that things would improve. As is common practice and available to us under our membership agreement we regularly monitor accounts for deposits to exercise our right of offset in order to prevent losses for the credit union membership. This occurred on Ms. [redacted]’s account and was explained to her both by branch staff and in the interaction with the Assistant Manager mentioned on the original commentary. At the time of the phone call with the Assistant Manager he was the only member of management on duty with the proper knowledge and authority on these such matters and offered to have his superior reach out to the member the next time they were in the office. This offer was refused by Ms. [redacted] and the interaction ended. VCU is still willing to work with Ms. [redacted] to resolve her outstanding debts but must do so in a mutually beneficial way so that the credit union can continue to protect the assets of our member-owners. VCU is currently trying to reach Ms. [redacted] in an effort to offer her a hardship program to try and help her make it through her time of need and will continue to do so.

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Address: 4020 Fee Fee Rd, Bridgeton, Missouri, United States, 63044-2708

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