Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a ****************** account that is supposed to yield 4.00% APY.After I went through the process, they automatically put all my money in a regular savings account that earns 0.15% APY and there are no high yield savings account options when I try to open a new account. It is for this purpose that I signed up to the credit union to begin with, and now I can't even open the account that I wanted. Additionally, the process of gaining access to online banking account and using it is tedious and complicated. I had to contact customer service twice just to get a username and password. To top it off they charge ridiculous rates to transfer money out of their accounts or to close any account. At this point I want to save my self future time and transfer my money back to my old bank but even this seems impossible to do using their website.

  Business response

  12/26/2024

  University Credit Union (UCU) is in receipt of the complaint you filed with the BBB on or about December 16, 2024.
  

  We take all member inquiries seriously and have carried out an investigation with our support departments.
  Your complaint relates to an account that was opened on December *******. Our records indicate that during the account opening process online, the following products were selected:
  

  Primary Savings
  Smart Checking
  University Checking
  
  A ****************** was not selected. *** also researched the calls mentioned in your complaint. We were able to troubleshoot your issue of obtaining access to your account online. There was no mention of a request to open a ****************** account. Please contact ***** ***** at *************************** or via email at ************** if you wish to have your funds transferred to a ******************. The funds will be backdated to the date they were received, 12/16/2024.
  We thank you for your time and look forward to serving your financial needs.
  

  Sincerely,
  

  ***** ****
  CFO
  University Credit Union
  

  cc: Better Business Bureau

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi,I recently created a UCU account with the 300$ promotional offer.The offer stated the following:University Credit Union is offering a $300 bonus. Broken down as follows:Earn $100 when you open a new University Checking Account. New account must be opened with a .edu email address to qualify.Earn $100 more for enrolling in digital banking.Earn $100 more for making ******************************************* the first 90 days after account opening.I signed up for an account with my ********************** of California Irvine credentials and school alumni status. I contacted support right after inquiring if I had met the 300$ bonus requirements, which they indicated that I had on 2/1/24. They indicated that I needed to just wait the 90 days for payment.Payment was not received, after waiting the 90 days and I contacted support again. They indicated that the offer was open only to current students, which is not the offer that I signed up during. UCU changed the requirements after I created an account/signed up/fulfilled the offer, and is not paying the 300$ bonus, as I completed.This seems like a complete bait and switch situation, and I am honestly disappointed with this bank.

  Business response

  05/29/2024

  University Credit Union (UCU) is in receipt of the complaint you filed with the BBB on or about May 6, 2024.
  
  We take all member inquiries seriously and have carried out an investigation with our support departments.
  
  Your complaint relates to an account that was opened on January 30, 2024, as part of a UCU promotion which required the following:
  
  A new University Checking Account opened by a currently enrolled student with a .edu email address.
  Enroll in digital banking.
  Make ******************************************* the first 90 days after account opening.
  
  Upon meeting the requirements and 91 days after account opening, a $300 bonus payment is posted to the checking account.
  
  To qualify for membership and the promotion, proof that you were an active, current student was required. During the entire duration of the promotion, this requisite did not change. The provided University of California Irvine credentials and school alumni status does not satisfy the requirement.
  
  We thank you for your time and look forward to serving your financial needs.
  
  Sincerely,
  
  *******************
  CFO
  University Credit Union
  
  cc: Better Business Bureau

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *I have paid each credit card balance payment on time *I was told by UCU that I missed 3 months of payments and was charged late fees and they reported late payments to my credit report.*UCU admitted they didn't process the 3 payments in question correctly. Apparently, the customer service agent got the numbers wrong when given to them.*This happened again after making a complaint about the other 2 payments missing. *I await the investigation they said they were making and I await the letter I requested 3 times from them, stating their fault.*I am trying to buy a house in the next 3 months and my credit is vital in this process.

  Business response

  04/30/2024

  April 30, 2024
  
  ****************, we take all member inquiries seriously and have carried out an investigation with our support departments.
  
  Due to a recent conversion, your payment requests were not processed in a timely manner. On April 24, 2024, $20.00 in late fees were reversed and on March 25, 2024, the late reporting was corrected with Experian. Please note that all records have been updated in our system and proper notes have been placed.
  
  We thank you for your time and look forward to serving your financial needs.
  
  Sincerely,
  
  *******************
  CFO
  University Credit Union
  
  

  Customer response

  05/03/2024

   
  Complaint: 21514565
  
  I am rejecting this response because:

  All late fees due to UCU's failure to process my payments which I made on time, should be refunded. In addition, I asked for a letter of apology stating UCU's fault in this matter. The response that the *** sent does not apologize or take accountability for the time and stress this has caused me. They need to make clear that the payments were not processed in a timely manner due to UCU employees, not the fault of the customer.

  
  Sincerely,
  
  ***************************

  Business response

  05/20/2024

  ****************,

  As previously stated, due to a recent conversion, and no-fault on your behalf,your Mastercard payments were not processed by the credit union as requested.

  We apologize for any inconvenience this may have caused and assure you that all fees related to the error and delay were reimbursed to your account.

  Please note that we also corrected the late reporting to Experian on March 25, 2024.

  Thank you,

  *******************

  CFO

  University Credit Union

  Customer response

  05/31/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My credit card rewards program refuses to redeem my points. I have been earning points for years and decided to redeem some. I filled out the proper forms online but order get stuck in 'pending' mode and when I call customer service they keep stonewalling **** called on the phone over a dozen times and it always goes through the same cycle of redirecting calls. The cycle ends when a rep either hangs up on me or claims to institute a fix which will take 2 or 3 days to take effect. After waiting a few days I check and nothing happens - when I call I go through the same run around. They refuse to help me. I explained that if they keep giving me the run around I'll contact BBB - and now I am keeping my promise.

  Business response

  04/05/2024

  ************,

  We regret the issues you have experienced while redeeming points on your Rewards Mastercard. In an effort to safeguard your information and mitigate any loss, your redemption #PSC2890826 was placed on hold for additional review, which is why we contacted you on February 12, 2024.We were pleased to learn that you spoke with one of our Payments Specialists who assisted with reviewing the redemption and releasing your items for processing. The items were shipped via *** and assigned tracking #1Z9YW0550365768485,which should be delivered by April 5, 2024.
  
  We will continue to monitor the items until we receive confirmation from *** that they were delivered. Additionally, as a gesture of goodwill, we have issued you an additional ****** points, effective April 3,2024. While we make every effort to provide you a seamless service, we understand that we fell short of that and of your expectations. We can assure you that we are working on improving our response time and overall experience and look forward to continuing to provide you the service you deserve and come to expect.

  Thank you for continuing to choose University Credit Union.

  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As a long time member of the University Credit Union (UCU) since ****, I want to file a complaint against University Credit Union (UCU) because I've had a VERY BAD experience with UCU recently. It affected my Credit Report and my Credit Score that I've worked so hard to maintain an "Exceptional" standing with the credit bureaus. My objectives for this complaint are to voice my concerns of the banking and lending practices of the University Credit Union and to reach an acceptable resolution due to the circumstance at hand.The reasons are as follows:1) I did not authorize UCU to open any accounts without my full understanding of it.2) I was lied to and/or misguided by at least three UCU representatives when I spoke on the phone with them.3) I reached out to UCU serveal times but no resolutions. When I was on the phone with T.J. and other representatives in person and on the phone, all of them kept asking, "do you want to close the account?" I believe they all thinking that by asking me the latter question would be acceptable to me and closing the new account would fix the NEGATIVE impact on my Credit Report. As far as I know and as long as I've been closely watching my Credit Report, by closing a freshly opened new account does not fix the NEGATIVE impact on my Credit Report nor take back 10 points that was deducted from my Credit Score.4) I had to "dispute" the account, OVERDRAFT LINE OF CREDIT that UCU opened without my full understanding of it. I started the "dispute" three days ago and I know it's going to take time away from me. It's stressful thinking about it.5) Based on my recent bad experience with UCU, their staff members do not have sufficient **************** training, Banking training and Lending training.I must say, I felt the need to file a complaint because after I expressed my frustrations and concerns to University Credit Union repeatedly, there is still no resolution and I have to go through a stressful dispute with the credit bureaus.

  Business response

  10/30/2023

  We apologize for your less than pleasant experience with University Credit Union (UCU) staff in late August and early September 2023 and appreciate you bringing your concerns to our attention. After research and per your desired settlement request, the overdraft line of credit has been closed and the trade line is in the process of being removed from the credit bureau, please note that this process can take ***** days. Rest assured that this topic, along with other training, will be discussed with UCU staff to ensure all member requests and inquiries are addressed efficiently and effectively.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a car loan with UCU and paid my balance in full on 4/1/2021. I called the bank a few months after paying the loan balance to inquire about my car title. I was in a new state and wanted to verify paperwork I had received was correct. Last summer I realized I never received a title. It was simply registration and the bank still owned the vehicle even though I paid my debt. After 11 months of actively trying to get a replacement title, I received the certificate on 7/3/23. I thought the issue was resolved until I attempted to sell the vehicle to a dealership on 7/13/23. I was given an offer after presenting the title, turned in the keys, and received an IOU. I then received a call from the same dealership on 7/18/23 because UCU still has a lien with the bank. I immediately contacted the person I originally worked with, ***********************************, and she assured me via email on 7/18/23 that the bank would send a notarized copy of the Statement of Lien Satisfaction. I contacted *** again on 7/19/23 to share I was at risk of losing my offer and asked to kindly provide an ETA on when I would receive the paperwork to complete my sale. I have followed up since then and have not received any communication or resolution. UCU has failed to meet its obligations to release interest in the vehicle. They have needlessly dragged on this issue. I should have received a replacement title two years ago and they should have released their interest. Instead, I am having to put in the time, energy, and financial resources. Their indifference and lack of professional courtesy have cost me a sale, so I am out thousands of dollars. I need this resolved ASAP. I have also written a full account as a ****** Review here: *************************************. I am seeking BBB's help in settling the issue with UCU.

  Business response

  02/29/2024

  February 29, 2024

  
  *********************
  ********************************
  ******, ** 93619
  
  RE: BBB Complaint #********
  
  **************,

  
  University Credit Union (UCU) is in receipt of the complaint you filed with the Better Business Bureau (BBB) on or about February 28, 2024.
  After Management review, we have confirmed that lien releases have been provided to you on the following dates.
  

  09/26/2022
  05/26/2023
  07/31/2023
  08/02/2023
  

  On February 29, 2024, UCU contacted the ****** ********** of ***** Vehicles (DMV) and confirmed there is no active lien holder on the vehicle.  Oregon DMV has confirmed that there was a title generated/issued to the two registered owners of the vehicle in June 2023 and UCU is no longer listed as lienholder.

  
  If you do not have the title to the vehicle, a duplicate title would need to be requested through Oregon DMV.
  
  Regards,

  
  *******************
  CFO
  University Credit Union
  
  
  cc: Better Business Bureau
  

  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yesterday I visited University Credit Union to get copies of canceled checks which were not available online. The clerk ****** did not know what a canceled check was. I showed her a definition of it on my phone and she said "I don't need to read that. I don't need to know what a canceled check is because I don't use checks." I complained to the manager ********* who stated that he does not know the difference between a canceled check and a bounced check himself. I'm concerned that the manager of a bank is unaware of basic banking terminology. I'm also concerned that the employees at this establishment are not trained properly and think it's fine to be ignorant to basic banking terms.

  Business response

  01/23/2023

  Business Response /* (1000, 8, 2023/01/05) */ We apologize for your less than pleasant experience on October 19, 2022, while visiting our ***************** Center an appreciate you bringing your concerns to our attention. After researching, we have identified the lack of understanding from our team as a teachable moment and have implemented training that has been shared with team members. Rest assured that this topic, along with other training, will continue to develop to ensure all member requests are addressed efficiently and effectively.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************ an employee at the bank submitted a bank loan for 27,300 without my permission The manager tried to reach out to apologize but an apology doesn't fix my credit score

  Business response

  10/19/2022

  Business Response /* (1000, 5, 2022/09/28) */ University Credit Union received an application from ********** on July 8, 2022 and credit was pulled based on her verbal consent in the application process. Ms. **** reapplied for a personal loan on August 8, 2022 and was declined for not meeting University Credit Union underwriting criteria. As a courtesy to Ms. ****, we requested suppression of the inquiry from Ms. ****'s********* credit report on September 27, 2022. Additionally, appropriate steps have been taken to ensure a situation like this does not happed in the future. We apologize for the inconvenience.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩