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Complaint Details
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Initial Complaint
12/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Feb 24th, 2023, I went into Partners Federal Credit Union to pay off my *****. The young woman at the counter gave me the payoff amount and I wrote a check right there for $57,395.56 to payoff the ***** and bring the balence to zero. This all happened and statements after this have reflexed a balence of zero, however, my credit has been getting hit since then, unbeknownst to me, because they now say I owe them more money. If the payoff amount was correct, I don't owe them anything. If the payoff amount was wrong, then their teller made a mistake and THEY should correct that mistake. A copy of the check is attached. Please remove the credit reporting saying my account is overdue when there is a zero balance and remove anything in your system that is causing this fraud.Business response
12/30/2024
Thank you for submitting your concern. In order to fully understand this situation, the Credit Union's **************** leadership team reviewed the account history and notes to the specific issue cited in the BBB submission. Through our investigation process and after reviewing the phone calls, our records indicated that we followed the proper process and due to privacy concerns, our policy is to reach out to the member directly due to confidentiality and privacy. While we participate in the BBB program, we are limited in what personal information can be shared due to the possibility of unsecure access to the information. We encourage the Member to contact a Partners representative with any additional questions at ************.Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The two pieces of debt that show on my credit report are:1.) ) $1,718.00 2.) $232.00 This debt has been on my credit report in early 2022 - 2023, the part that disturbs me is that the account that they allowed to be open was a non Eligible Overdraft Account so they said when I called them in 2022 or 2023 area that the account was overdraft we due to multiple checks that were fraudulent even though I have no knowledge about this claim and made a proper report with the local authorities at that time, and the authorities mentioned that they shouldnt be able to claim the debt as unpaid due to the fact that their policy on the certain account that they allowed to be opened was a non overdraft account so therefore even if the checks did bounce and were fraudulent, why were they allowed to be deposited and why did they allow the overdraft. At that time I was very inknowledgeable about credit and banking due to the age I was at. So I know that the bank was wrong and is still wrong by leaving it on my credit report. I demand that this be taken off permanently and promptly.Business response
11/01/2024
Thank you for submitting your concern. In order to fully understand this situation, the Credit Union's **************** leadership team reviewed the account history and notes to the specific issue cited in the BBB submission. Through our investigation process and after reviewing the phone calls, our records indicated that we followed the proper process and due to privacy concerns, our policy is to reach out to the member directly due to confidentiality and privacy. While we participate in the BBB program, we are limited in what personal information can be shared due to the possibility of unsecure access to the information. We encourage the Member to contact a Partners representative with any additional questions at ************.Initial Complaint
01/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid collections over a year ago and I have yet to have my credit score reflect receipt of payment.Business response
01/24/2024
Thank you for submitting your concern. In order to fully understand this situation, the Credit Union's Member Service's leadership team reviewed the account history and notes to the specific issue cited in the BBB submission. Through our investigation process and after reviewing the phone calls, our records indicated that we followed the proper process and due to privacy concerns, our policy is to reach out to the member directly due to confidentiality and privacy. While we participate in the BBB program, we are limited in what personal information can be shared due to the possibility of unsecure access to the information. We encourage the Member to contact a Partners representative with any additional questions at ************.Customer response
01/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It appears an update to my credit report has occurred thank you ******
Sincerely,
*************************Initial Complaint
07/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
In 2019, 1 filled for bankruptcy and had to make phone payments or mail them since then as the option to make payments online or via automated phone system were revoked.For more than 3 years I'd call the 800 number tak to someone and they would take my payment without an issue. Now with the company pushing for customers to use self service options, I cannot make a payment without me spending hours on the phone. Every representative I talk to pushes for the automated phone system even after I explain that l'm not elegible to use it They do not have an option for pay by phone. Uts like they want me to go into default so that they can take my vehicle. Prior to filing this complaint I tried reaching out to *********************** a manager for assistance and my emails were ignored. I also scheduled an appointment with Member Consultant I (***********************) who gave me a 9digit extension as a number to the Collections Team.He said they'd be able to assist. I reached out to **** to advise that he had provided indirect information yet he ignored me too.Partners needs to better train their employees to ensure they know that members in Bk status cannot use the automated system.Business response
07/13/2023
The member has been contacted in regards to her complaint. We have confirmed that the most recent payment has been processed acceptably and she has agreed to connect with us after her next payment to ensure everything is proceeding in an acceptable manner. We appreciate her feedback and the opportunity to work with her to resolve her issue.Initial Complaint
04/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I have been a member thru ****** since it was originally operated as Vista Cr Union. I have a mortgage thru the credit union. It's been pretty chaotic since the start. 1) A 5 year tax ********************* I was that all those years I was informed by customer service to ignore. This wound up costing me over $2500 in interest and penalties at their fault, not mine. I then filed with National Credit Union Admin for assistance. They provided them inaccurate information and closed the filing. 2) **************** in April 2022 had offered an *** I was to pay over the phone. Apparently that amount was not correct by some $100 or so dollars and instead of mortgage accepting and requesting me covering the difference, they rejected the entire payment and sent me a refund check. I called to customer service and ******* branch and was instructed to do deposit the check and the amount would be subtracted from my account. I then find out they stopped payment on that check and triggered a $15 fee against my account for a stop payment item. Wow. **************** then sent me a $15 unlabeled check which I feared was potentially fraudulent. I finally found out what it was but too late to cash since stale. They promised to address that some 6 months ago and never did.Business response
05/03/2023
We have reviewed all the points that have been raised by this member. All issues mentioned in the complaint were addressed with the member and appropriate corrections were made to the account in 2022. All claims made by the member have been considered resolved and have been closed with the credit unions regulator.Customer response
05/03/2023
Complaint: 19982923
I am rejecting this response because:Nothing been resolved here whatsoever. Here's why -
1) The regulator closed the case for being out of their realm of control for themselves, NOT for the matter be satisfied to both parties satisfaction. Big difference.
2) The supposed "presidential review" was a complete farce. I provided details, honest answers as including discussions with LA County tax official, which was completely ignored and that was closed for "providing no additional information" which is another inaccuracy. Then is it pretty illogical as a homeowner in 5 years I never reached Partners customer service nor ***************** on the disconcerting tax bills? Not once as they claim? And a this "presidential review" that spanned 6 or months never reaches me once? Wow what a review...
3) The letter apparently generated in Oct '22 for closing the "so-called presidential review" I never received. Interesting, right? Rather, I had to call in recently for any update and was sent that on about a week ago. Is that expected, acceptable? So much for customer service.
4) A replacement check for the stop payment cold check was never provided. Plus an apology wasn't even offered for their error. How is this supposedly been addressed?
5) I wound up being charged all the interest, penalties without creating this mess. Why doesn't Partners want to acknowledge, offer it's member some consideration and an apology here at minimum of what they created? Also, why are they pretty much offering I am lying as events unfolded for some 5 years?
6) Adding here, in Oct '22 I received now another supplemental bill from LA County for now even though again Partner's claim to have paid all that was paid, caught up. Interesting, no?
To me, it's quite interesting way with all the above transpired to treat a reported "platinum member." Boy, I sure would hate to be a gold or average member. To me this all just more denial to avoid any liability here. Pretty sad!
Regards,
*********************Business response
02/27/2024
Thank you for submitting your concern. In order to fully understand this situation, the Credit Union's Member Service's leadership team reviewed the account history and notes to the specific issue cited in the BBB submission. Through our investigation process and after reviewing the phone calls, our records indicated that we followed the proper process and due to privacy concerns, our policy is to reach out to the member directly due to confidentiality and privacy. While we participate in the BBB program, we are limited in what personal information can be shared due to the possibility of unsecure access to the information. We encourage the Member to contact a Partners representative with any additional questions at ************.Initial Complaint
07/18/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Was charged 12 overdraft fees from Partners Federal Credit Union in one day after receiving a text from the bank stating my account was positive that morning and no purchases were made that day was told that it was my fault and they could only refund 4. I have proof of the available balance and the transaction dates and times showing it was not overdrawn as well as I was not enrolled in overdraft protection and no charges were declined.Business response
08/23/2022
Business Response /* (1000, 8, 2022/08/12) */ 3.3.1 Thank you for submitting your concern. In order to fully understand this situation, the Credit Union's Member Service's leadership team reviewed the account history and notes to the specific issue cited in the BBB submission. Through our investigation process and after reviewing the phone calls, our records indicated that we followed the proper process and due to privacy concerns, our policy is to reach out to the member directly due to confidentiality and privacy. While we participate in the BBB program, we are limited in what personal information can be shared due to the possibility of unsecure access to the information. We encourage the Member to contact a Partners representative with any additional questions at *************
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Customer Complaints Summary
24 total complaints in the last 3 years.
7 complaints closed in the last 12 months.
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