Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Accounts that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.KEYPOINT CREDIT UNION Amount:$24651Date:11/28/2024 Acct# ***********************************************/9/2024 Acct#****************

  Business response

  01/17/2025

  Dear Mr. ****************** you for reaching out and sharing your concerns regarding your credit card and identity fraud. We take matters like these very seriously and appreciate the opportunity to assist you.
  After thoroughly reviewing your complaint and the associated account details, ********************** has determined that the information you provided does not indicate identity fraud or inaccuracies in the handling of your account. As such, we cannot proceed with removing your account from the three credit bureaus.

  If you believe there is additional information that we should consider or if you have further questions, we encourage you to contact us directly at **************. Our team is here to assist you and ensure that all your concerns are addressed promptly.

  We value your membership and are committed to supporting you in resolving any issues related to your account.

  Sincerely,

  ***** ******
  Director of Loan Servicing

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *************************** ************* has failed to approve our application and is now saying they do not approve/accept any loan assumptions. I have filled out and provided all the necessary applications, documentation and income documents requested from this business. They have not communicated with me or provided a valid reason why I have or haven't been approved. My credit score is well above the 700's and me and my younger brother worked very hard to purchase our new home. I hope you may help me with this matter. Thank you very much for your time.

  Business response

  01/22/2025

  Dear ****** ********,
  
  Thank you for reaching out regarding the issue of assuming the solar loan in connection with the sale of the property located at *************************************.  We understand how important this matter is to you and sincerely apologize for any confusion that may have arisen during this process.
  
  We would like to clarify that KeyPoint does not allow for loans to be assumed when a borrower sells their home.  KeyPoint is not obligated to approve loan assumptions under the terms of the original loan documents.
  
  While the solar loan cannot be assumed, you are welcome to apply directly with KeyPoint for a second mortgage loan product to pay off the existing solar loan by visiting our website at ********.  Please note that any application for a second mortgage loan will be subject to KeyPoints underwriting guidelines, and approval will depend on the applicant meeting all necessary criteria.
  
  We deeply regret any inconvenience or misunderstanding caused by the submission of the loan application to Launch Servicing. We appreciate your patience and understanding as we address this matter, and we are here to help provide further clarification if needed. If you have any additional questions or concerns, please do not hesitate to reach out.
  
  Thank you for bringing this to our attention.

  Customer response

  01/24/2025

   
  Complaint: 22810959
  
  I am rejecting this response because: You had provided and mis-leaded us by rate and bait, your company provided all documentation for a solar loan assumption and always responded your application is in processing but NEVER told us you were not accepting any applications nor doing any more assumptions. This is unethical.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. Inaccurate Information on my credit report is causing me financial distress Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7). According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate information Please DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.KEYPOINT CREDIT UNION Amount:$19759 date:10/12/2024Acct#******XXXXXX6599

  Business response

  01/07/2025

  KeyPoint has conducted an internal review of the personal statement submitted by Mr. ******* ********, in which he asserts that he is a victim of identity theft.  The outcome of our review was inconclusive as we do not have all the information necessary to reach a decision. To assist us in further evaluating this matter, our staff has made several attempts to contact Mr. ******** to ask additional questions.  However, we have been unable to reach him, and no response to our messages has been received.

  We remain committed to resolving this matter promptly and respectfully. We kindly request that Mr. ******** contact KeyPoint at his earliest convenience by calling ************** or **************.

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approved for a $10k auto loan. We called to ask about what we needed, and if there was a difference between getting the check ourselves from the bank, or the dealership doing it for us. They said there was no difference, and we only needed the $1500 deposit and car insured to be able to get the check and purchase the car. We chose a 2009 car, and had the dealership process the paperwork. We were denied due ti the age of the car, although we were never told of an age limit. This is when the auto loan became a cuddle loan that we were not informed about. so we found a car within the age they require and paid a $200 difference to keep the car at 10k. We got all the paper work from the dealership, paid $500 for an insurance policy, and contacted the bank to have the check funded and take it to the dealership. Only to be told our original loan did not exist since it was denied with the cuddle loan and 2009 car. We reapplied for the same loan, and denied due to the mileage. Nowhere in the emails, paper work, or in any of the phone calls with the bank were we told it had to be under a certain mileage. We were given wrong information, info was withheld, and now we are out $700 on a car we cannot finance. Theyve refused to escalate past the branch manager and have been less than helpful in any solution.

  Business response

  12/05/2024

  Dear *** ******-***********, 

  Thank you for contacting the Better Business Bureau in reference to your recent auto loan experience with KeyPoint Credit Union. 

  On November 21, 2024, your initial auto loan application was received. An approval in the amount of $10,000 with the requirement the loan amount not exceed 90% of the vehicles value, and the final loan amount not exceed $10,000 after a 15% down payment. 

  On November 25, 2024, ******************************** accepted your approval through the Credit Union Direct Lending (****) program and indicated you were purchasing a 2009 *******. The application was denied due to the model year being older than KeyPoint will finance. On November 27, 2024, you visited the KeyPoint Credit Union branch on **************** in ************ to 
  inquire about your approved auto loan. It was confirmed your initial application had been denied due to the model year of the vehicle. You then provided a purchase contract for a 2014 ***********. You were informed a new application was needed due to the initial application being completed by a dealership through the **** program. Upon preparing to submit the new application, the Branch Manager notified you that the mileage of the 2014 *** (*******) was over the maximum allowed mileage of *******. The Branch Manager informed she could submit your application and request an exception. The application was submitted and denied due to the mileage. The Branch Manager requested the application be escalated for additional review for the exception she previously informed you would be needed. Your application was approved, with a mileage exception. Notification was sent to you of the approval, and you were informed the branch could complete the funding of your loan if you were available prior to closing at 5pm. 

  On December 2, 2024, you visited the branch to complete your auto loan. Your auto loan documents were completed, and you left the branch with the check payable to the dealership. 

  If you have any questions, please feel free to contact me directly. 

  Sincerely,
  ******* ****
  Director of Consumer Lending
  **************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My credit monitoring service alerted me of a hard inquiry from Experian. upon checking, there was a fraudulent hard inquiry from Keypoint FCU on aug 17, 2024. I have notified Experian and have had this item removed due to ID Theft. I also reported this incident to the **** I was advised by Experian that I should notify the creditor of the activity. I was a victim of Identity theft from the Equifax breach, which breached my SSN DOB Documentation submitted to Equifax, etc. I am attaching a copy of my *** Identity Theft Report to this complaint so the creditor is notified and aware. I have frozen my credit at this point so no one can do this to me again and learning to safeguard my information from this point forward. Thank you for your assistance in this matter. For any further correspondence I can be reached at via email that is included on this 'complaint'. It is also in the *** Report under contact information. Thank you.

  Business response

  08/20/2024

  Good afternoon,

  A loan application was submitted to KeyPoint Credit Union using the consumer's personal information.  Based on the information provided in this BBB Complaint, KeyPoint will work with the credit bureaus to have the credit inquiry removed from the consumer's credit report.  Please allow 2-3 weeks for the update to take place with the credit bureaus.

  If there are any further questions, please feel free to reach out to KeyPoint Credit Union directly at **************.

  Thank you,

  ***********************, Director of Loan Servicing

  Customer response

  08/21/2024

   
  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.
  

  Thank you for your assistance, *****. If anything further is needed please feel free to contact me directly, if not I will consider this matter resolved internally as well. I appreciate your help during this unforeseen time.

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

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 1, 2023, I paid off my auto loan in full. Since that date, I have contacted Key Point Credit Union numerous times seeking clarity on when I will receive my auto loan title. On two occasions I asked to speak to the supervisor and I was told there was no supervisor available and that I'd receive a call back which I didn't. During the first week of January 2024, I called ****, I asked the representative for a supervisor. She explained she could transfer me but she wanted to help. She also told me that the reps I spoke to recently were contractors and likely taking calls from some contract agency and they don't have the info that the full time **** reps do. I explained that I haven't received my auto loan title. The **** rep told me they had already released my VIN number to the *** in ******** which is where my car is registered. She also told me that ** is responsible for sending me the title. It is near 2 months and I still have not received my car title. Today, 2/20/24, I contacted the ******** *** in ***********. I explained what the **** rep told me. The ** *** representative told me that the **** rep is wrong. ******** does not release car titles to the owner if a lien is on the car (albeit paid off) and that they would only release the title to the lien holder and therefore, the lien holder would need to issue me a paper title and I would then need to bring that title to the *** in ********. The ** rep also said they will send me a letter for reference and I could send that to **** if needed. I've contacted **** twice today, 2/20, and was not connected to anyone. The automated system disconnected the call after extensive time. Someone please help me get a resolution to my issue and have my car title sent to me for the car that I rightfully and fully now own.

  Business response

  03/18/2024

  Dear *****************,
  
  My name is ************************* and I am the Loan Servicing Manager at KeyPoint Credit Union.  I am writing in response to your complaint dated February 26, 2024 with the Better Business Bureau (BBB).
  
  To provide some context, your auto loan with KeyPoint was paid off on December 6, 2023,and KeyPoint then ordered the paper title from the California DMV.  KeyPoint received the physical title on January 9, 2024 and sent it to you on the same day via Fed Ex.  It was received and signed by ****************** on January 16, 2024.
  
  Pursuant to our conversation on 2/28/2024, I have requested a duplicate title from the California DMV. We expect it will take another 2 weeks for the California DMV to provide us with the duplicate copy of the title. Once we have the title, we can coordinate the best way to ship it to you.
  
  We appreciate your membership with KeyPoint and hope to be able to and look forward to serving you again.  If you have any questions or require additional assistance regarding this matter, please do not hesitate to contact me directly. 
  
  Sincerely,
  
  *************************
  Loan Servicing Manager
  KeyPoint Credit Union

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and I can confirm that today, Wednesday, March 20, 2024, I received the new ** title and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Attn: Claims/Fraud Dept.Dear Sir/*****,*** goal of this message is twofold: first, it aims to establish that a duty of care has been breached,inasmuch as they ha*e failed to perform adequate due diligence and/or ha*e not acted in a reasonable and prudent manner to pre*ent foreseeable substantial damages that I ha*e suffered as a result of a fraud (1). Second, it shall ser*e as a formal written demand for reimbursement based on the aforementioned grounds, among others.A comprehensi*e analysis of fraud pre*ention suggests that by processing atypical, non-routine transaction(s), and/or by being aware of other fraudulent schemes similar to the one alleged herein and/or ignorance of ob*ious warning signs of fraud, they ha*e engaged in, is a pattern or a practice of wrongful and negligent conduct which has enabled the commission of a fraud that resulted in my financial and psychological damages. *** facts and details concerning the actions in question are set forth hereunder.OVERVIEW Commencing on or about No*ember 28, 2021, I fell *ictim to a multilayered scam operation orchestrated by ***************************** (the "Company"), with the design,de*elopment, manufacture, promoting, marketing, distribution, labeling, and/or sale of illegal and outright fraudulent "in*estment ser*ices," all of which aim at contributing to the goal of robbing and defrauding clients, through a predetermined cycle of client losses to gains. Money was transferred from my account *ia bank wire and through intermediaries named "Crypto.com, Coinbase" in the total amount of **** USDT utilizing their ser*ices. Additionally, it is *ital that they will immediately take all actions within their power to remedy the situation, whether by raising recall in respect of the transaction(s) in question or reimburse me and credit my account, for the full amount of these payments, in the total amount of **** USDT! This letter shall thrust into the spotlight, inter ***** the increasingly important role financial institutions play in the fight against financial crime and fraud, and the pressing need for higher le*els of super*ision and *igilance within their organization. Had they looked at the wider circumstances surrounding the abo*e-referenced transaction(s),this illicit transfer of wealth could ha*e been pre*ented. Executing transactions without proper authority is not only a se*ere regulatory offense but also an irresponsible and reckless disregard of the customer's financial safety. Against this background, and without derogating any of my rights, I hereby hold them liable for financial and emotional harm, and insist that they REMIBURSE my account in full within 14 days from the date of this letter.INTRODUCTION Financial crimes and fraud in*estigations often in*ol*e a high degree of sophistication, complexity,and sensiti*eness to detail. Accordingly, this letter aims to address the issue at hand as profoundly and fairly as possible, by taking into consideration contextual regulations, laws, and bylaws, as well as guidance, standards and rules promoted by super*isory authorities, rele*ant codes of practice and (where suitable) what was good industry practice (GIP) at all times rele*ant hereto. *** allegations contained herein are predicated either upon knowledge with respect to myself and my own experience, or upon facts obtained through in*estigations conducted by qualified third parties. I strongly belie*e that substanti*e e*idence in support of the allegations set forth herein will be found after an appropriate opportunity for disco*ery. Key facts supporting the allegations contained herein are known only to the Company and/or are exclusi*ely within their control.*********** cle*erly orchestrated a pre*alent scheme of deception to lead people to in*est significant sums while knowing that those would-be in*estors would ultimately lose the money that they had entrusted to it. *** o*erall purpose of the scheme, in other words, was to target and defraud people who are often inexperienced and nai*e, in pursuit of illicit wealth through *arious fraudulent representations.I did not know, and through the exercise of reasonable diligence could not ha*e disco*ered the fraud that was being perpetrated upon me by the Company. Fraud is commonly conceptualized as withholding from the weaker party in a financial transaction (e.g., an in*estor) information which is necessary to make an informed, rational or autonomous decision.In this regard, e*en access to adequate information is insufficient to achie*e complete autonomy. A complication here is that the weaker party, amateur/unseasoned in*estors in particular, might ha*e trouble analyzing the data at hand sufficiently well to identify fraudulent schemes. ********************* financial products are often abstract and complex, there's no easy solution to this problem.***refore, full autonomy of in*estors might not only require access to sufficient information, but also access to rele*ant technologies, know-how, processing capabilities, and resources to analyze the information. A reasonable solution is that financial institutions would be required to promote transparent communication in which they track the understanding of their customers.*** false representations and omissions made by the Company ha*e a tendency or capacity to decei*e consumers, such as myself, into unwittingly pro*iding funds that fueled the Company's fraudulent scheme and therefore by their nature are jointly - immoral, unethical, oppressi*e,unscrupulous, and substantially injurious to consumers.As a result of the Company's decepti*e trade practices, I was decei*ed into transferring my funds for in*estment returns that were ne*er deli*ered. I will certainly ne*er recei*e any monetary *alue for the in*estments considering the way the Company had their scheme rigged thus causing significant economic damage to me. *** false statements of material facts and omissions; and the fraudulent transaction(s) the Company perpetrated were unfair, unconscionable, and decepti*e practices perpetrated which would ha*e likely decei*ed any reasonable person under the circumstances.MERCHANT'S FRAUD SCHEME - ALLEGATIONS *********** hired, managed and trained personnel, and collaborated with others as accomplices to their crimes to induce fraud that resulted in my financial and psychological damages. ***se include, but are not limited to, the following allegations, all of which in*ol*e criminal, non-regulated, and malicious acti*ities:1. *********** directed and instructed others to work from shell companies that were operating from *arious unassociated locations across the globe.2. *********** opened bank accounts and crypto currency wallets in multiple countries 3 Page 4 of 9 April 07, 2022 and used them through their accomplices from around the world to conceal and disguise the identity of illegally obtained proceeds so that they appear to ha*e originated through legitimate sources.3. *********** intentionally committed fraudulent misrepresentation, and falsified its agent names, credentials, competencies, qualifications and location. ***********'s name is merely a brand name, officially owned by shell corporations located offshore. In reality, the entire operation is being conducted from elsewhere (supposed location is e*idently fictitious),and furthermore, the call center, marketing, and decision making, are all being performed by completely anonymous and hidden entities. Concealing true identities and utilizing front companies as a *ehicle for a wide spectrum of financial maneu*ers, is a notorious practice of criminal organizations.4. *********** has blatantly *iolated international laws, as it has been practicing without a license and funneling enormous sums of money, through countries and jurisdictions that require registration to operate.5. *********** pro*ided direct in*estment ad*ice - not utilizing 3rd party recommendations (e.g., "according to ****************************** *********** offered in*estment ser*ices/ad*ice not related to real market/exchange data (e.g.: the manufacture of false charts). *** trading platform was purposely manipulated, in a way that each client would ineluctably and unknowingly lose money,as the existence of the trades was fabricated. Instead, the Company's staff and its accomplices simply pocketed the money, using it to purchase *arious luxurious,non-essential items.7. *********** prohibited my ability to withdraw my funds.8. *********** was guaranteeing unrealistic returns/yields.9. *********** furnished me with bonuses - which are not allowed to be gi*en.10. My money was not held in a segregated account.11. *********** did not ad*ertise/disclose/was not transparent regarding the statistical data representing the percentage of total client losses at the company.12. *********** did not mention the commission and o*ernight swaps.13. *********** did not read me the risk disclosure prior to my deposit(s).14. *********** used high pressure tactics and outbursts, which took a se*ere toll on my health.Armed with my personal details, the Company's staff seduced me, until I transferred all my sa*ings to them. ***y utilized their knowledge of my cultural context, which stressed square and honorable business dealings along with honesty, to maliciously take ad*antage of my trusting nature.Please take notice that my funds were transferred through means of coercion and under false pretenses.EXPOSING KEYPOINT'S MISCONDUCT I hereby allege that their organization has breached the duty of care that is owed by a financial institution to its clients in circumstances where there are reasonable grounds to suspect that the sole purpose of a payment instruction is to defraud the client. Under such circumstances, they are obliged to refrain from executing the payment instruction until they ha*e been able to conclude that there is a legitimate basis for the instruction. "Once the duty is engaged, the duty takes priority o*er the usual obligation of a financial institution to execute customer instructions promptly." *** duty in question is often referred to as the Quincecare duty, well established in the case of ***************** * *************** (the ************ duty").*** Quincecare duty requires financial institutions to take reasonable care and skill when executing the instructions of a client. It is recognized as authoritati*e by leading academic texts (2).*** duty arises in cases where it can be argued that an ordinary prudent staff member of a financial institution would ha*e "a reasonable basis for suspicion that a particular payment instruction would result in the misappropriation of the funds of the client."When the duty does arise, it can be discharged simply by "refraining from executing the instruction unless and until such time as the financial institution is able to establish that the instruction relates to a lawful obligation." *** financial institution should seek further information and/or documentation from the client in order to help establish this.Based on the abo*e, and after conducting a comprehensi*e re*iew of our communication/interactions, it has become glaringly ob*ious to me that at best, no adequate information and/or documentation were sought by their organization, and at worst, no appropriate safeguards were implemented. If a financial institution executed a customer's order to transfer money knowing it to be "dishonestly gi*en, shutting its eyes to the ob*ious fact of the dishonesty or acting recklessly in failing to make such inquiries as an honest and reasonable indi*idual would make," it would be in breach of its duty of care, e*en if the payment instruction is made in accordance with the terms of the mandate and the bank is liable for negligence resulting in damages. ********************** should ensure that staff members understand the legal requirements and that where there are suspicions, these suspicions must be communicated to all rele*ant personnel whilst being in*estigated. For the a*oidance of doubt, reasonable grounds should not necessarily be interpreted as proof. On the basis of *arious signs, they should ha*e assumed that something suspicious was going on and suspended transaction(s) until reasonable enquiries could be made to *erify that the transactions was/were properly executed. In other words, I am a *ictim of their negligence for facilitating the misappropriation of funds, and doing little to safeguard public financial interests. Any reasonable banker would ha*e realized that there were many ob*ious, e*en glaring, signs that I am a fraud *ictim. **************************** (in liquidation) * **************************** Limited (2019) UKSC 50) (3).A financial institution would ne*er be as reckless with its own assets as has been the case with my assets, and if they had treated my assets as though they were their own, this would not ha*e been made possible. *** debits made from my account should be re*ersed as a result of their failure to take proacti*e measures to protect it, just as they would do if their own assets were in a similar state of peril. It is also libelous/defamatory to make false statements about an indi*idual that ad*ersely affects their credit rating.When discussing the responsibilities that a bank might incur, it is crucial not to forget the fact that a legitimate complaint by, or cause of action on the part of a client might generate/gi*e rise to further statutory cause of action and/or additional liabilities beholden by a financial institution to the rele*ant regulatory authority. Obligations/duties beholden by a bank to a regulator are distinct from those beholden to the customer. Moreo*er, they may be liable to more than one regulator.More often than not, such legal duties spring from the *ery facts that ga*e rise to the liabilities to their clients in the first place. Similarly, to the foregoing, I may also ha*e a cause of action against them for breach of mandate as they ha*e negligently transferred my funds without proper enquiry.Instead, they should ha*e been working hard with Artificial Intelligence ( ) / ******** 4 technologies to disco*er automated and effecti*e ways not only to detect fraud but also to pre*ent it. Furthermore,the tremendous amount of data they possess is by no means self-e*ident let alone to be o*erlooked,hence by not utilizing it systematically and effecti*ely to ************************* irregular and suspicious acti*ities they are misleading their customers, who ha*e taken the leap of faith and placed trust and confidence in their honesty, authority, and competence. A plausible assumption here would be that the pattern of the abo*e-mentioned transaction(s) was sufficiently suspicious that it should ha*e been flagged and blocked by your staff, e*en if you ha*e ne*er encountered similar situations.Practically speaking, effecti*e steps to pre*ent bad actors from taking ad*antage of future *ictims (or at least to minimize this possibility) are abundant: *** use of automated and human re*iew of irregular or suspicious transactions and traffic patterns to identify financial crimes in general and common fraudulent schemes; Human re*iew of complaints from the public and law enforcement in connection with rapidly-growing, recurring, and popular fraudulent practices as well as suspicious merchants, including creating special channels for such complaints; Cross-checking warnings, notices, cautionary announcements, and reports concerning beneficiaries, merchants, associations, or countries often suspected to be associated with cyber-fraud from go*ernments, central banks, regulatory bodies, law enforcement agencies, and watchdogs. Artificial Intelligence and ************ embrace and le*erage Machine Learning technologies and ******** Analytics to identify fraudulent, or potentially fraudulent merchants by scrutinizing publications and reports about such merchants in the digital sphere (e.g., on forums and social media) Establishing contact with the recipient institution of fraud *ictims: any holds in place on new related acti*ities, or similar blockers that pre*ent rapid rebranding of related/similar 4 "Using AI in the fight against fraud" (23 October 2019) merchants.It would also be wise to consider implementing additional safeguards where the mo*ement of large sums of monies are concerned. For instance, you could specify additional prerequisites for executing the transfer of large sums such as: (1) requiring multiple le*els of appro*al; (2) requesting more information concerning the intended purpose of the transfers and cross-checking for similar patterns of transfer; and (3) checking on a client's capacity to make such transfers. While such measures entail additional compliance costs, it would be sensible for you to err on the side of caution.FURTHER POINTS FOR CONSIDERATION Scrutiny shows that the global internet community was fully cognizant of the Company's criminal nature during the rele*ant time-period. Ne*ertheless, it is plausible to assume that neither pre*enti*e nor proacti*e measures ha*e been taken from your end to protect my financial interests. I ha*e a reason to belie*e that Crypto.com and Coinbase, although being regulated and licensed companies (to the best of my knowledge) fail to identify suspicious financial acti*ity and that their client might be a potential *ictim of fraud.CONCLUSION If a full refund is not administered within 14 days from the date of this letter, in addition to a refund amount, a request for reimbursement of attorney's fees, filing fees, and any further costs associated with obtaining the refund amount may be pursued.In the e*ent of non-compliance with the demand mentioned abo*e, their organization, knowingly or unknowingly, manifestly jeopardizes its business through its failure to pre*ent fraud: those who are not direct accomplices to the commission of a crime but rather are permissi*e of the criminal beha*ior after the crime has been committed can also be charged with a crime. Being permissi*e,e*en if not present when the crime was committed, by not reporting the crime to the authorities and not trying to do their part in remedying the situation, makes them an accessory to the crime. In accordance with moral law, if they unknowingly assist criminal beha*ior and remain impartial after disco*ering such, they are seen as obstructing justice.This letter does not realize the full extent of my claims, rights, and remedies against them or any of their affiliates, parents and subsidiary corporations, including, without limitation, their representati*e managing partners, officers, directors, shareholders, employees, agents, attorneys, assigns,successors, ser*ants, insurers, and representati*es, in any matter whatsoe*er, including the present context of this letter, as that will not detract from my rights and claims in any form or manner whatsoe*er, or constitute any concessions on my behalf against Keypoint and against others.**** *****************

  Business response

  02/09/2023

  Dear *****************:
  
  My name is *******************, and I am the Director of *************** at KeyPoint Credit Union (KPCU). I am writing in response to your complaint filed with the Better Business Bureau (BBB).
  
  In your complaint you stated that you invested with a company through cryptocurrency and have been defrauded by said company. The transactions that you reference in your complaint are dated from November of 2021. After reviewing our records, we see no disputes entered by you in regard to these transactions with KPCU.
  
  We regret that you were the victim of what appears to be a scam, but KPCU cannot dictate where our members choose to invest. The transactions that you note in your complaint were self-initiated by you through Coinbase.com and Crypto.com, both of which are legitimate businesses. Financial institutions cannot determine where crypto related funds will ultimately end up due to the anonymity in such transactions. We disagree with your assertion that KPCU should have been aware that you were engaging in activity that *** lead to fraud as investing in cryptocurrency in and of itself is not unusual activity.
  
  We will not be honoring your demand for reimbursement in relation to this activity as the transactions were self-initiated and authorized by you. Please contact *************************** if you have any further questions or comments.
  
  
  Sincerely,
  ********* (****) ****************
  Director of ***************

• Initial Complaint

  12/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Requesting **** send redaction of late payment to credit agency. Account is closed.**** member in Oct 2022 violated my consumer protection by disabling my online account access. My account was set to paperless billing. So without access I had only verbal. The credit card account was paid 100% complete and closed. The agent falsified information that the account was paid full this is a lie as they knew billing cycle would add residual interest which they did not disclose. If I had account access I could confirm status vs verbal ************* account access was disabled so I only had verbal statement.A hidden residual amount was not reported to me by agent, or billing because they disabled my account access online **** negligence disabling my account access not disclosing billing cycle damaged my credit 23 dec 2022 score 832 25 dec 2022 score 725 KPCU kept sending letters of threatenig nature so I contacted them. Reminders are ok not threarts. The employee in **** retaliated against me and disabled all communications on my account. The employee who disabled my communications caused this and false information

  Business response

  01/25/2023

  Dear Mr. ******************** name is ***** ******** and I am the Credit Services Manager at KeyPoint Credit Union. I am writing in response to your complaint dated December 25, 2022, filed with the Better Business Bureau and the 10 emails received from you on December 25, 2022, and the 11th email received from you on December 30, 2022.
  
  In your complaint you allege that a KeyPoint Credit Union employee intentionally retaliated against you for nonpayment of residual interest due on a **** credit card that was closed in October 2022. You also allege that after the **** line of credit was closed, credit union employees falsified information and lied to you about the credit card's status and the balance owed on the **** line of credit in an intentional act to ruin your credit.
  
  Your assertions that KeyPoint's actions were intentional or malicious are incorrect. We regret that you were not verbally made aware that residual interest charges in the amount of $16.36 would still be due on the balance owed when the **** line of credit was closed in October 2022, and we sincerely apologize for the inconvenience caused to you by having to pay the $16.36 and that a negative reporting was made to your credit as a result of you paying the residual interest due after the due date.
  
  When this matter was brought to KeyPoint's attention it was immediately corrected by our staff. We made corrections to our internal records and updated the reporting to your credit to remove any derogatory payments and show your accounts as current. Please allow time for the Credit Agencies to update the account in their records as it may take up to 30 to 60 days for them to update.
  Your accounts with the ********************************************* are now closed and your credit has been repaired.
  
  As I have reviewed your account history, I see notes in which you repeatedly bullied, harassed, and made threats to multiple KeyPoint employees. KeyPoint Credit Union does not tolerate this type of behavior and as a result, you will not be offered further services or loans with the Credit Union.
  
  Sincerely,
  
  
  ***** ********
  Credit Services Manager
  KeyPoint Credit Union
  

  Customer response

  02/03/2023

   
  Complaint: 19322833
  
  The response is disapointing, not in good faith.  My conduct is professional. 
  
  Only good wishes for KPCU they have wonderful people.  Below are real events initiated by someone
  
  To support  me I am sharing entire situation.  Supported with evidence, images, letters, emails. 
  
  Across the world on Christmas morning people wake to love, good will, and family cheer.
  
  My home was greated Christmas morning 7am MyFico notification stated **** on Dec 23, day before Christmas eve, reported me as bad credit. For $16 interest on closed account **** never reported to me as due
  
  I received no billing, no letters, no communication, no estatements, for two months from **** for $16 interest. 
  
  Then on New Years eve another gift from ****. A letter was dated Dec 23, day before Christmas eve stating you were reported bad credit.
  
  Evidence of my professional good faith conduct. On Oct 2022  I made good faith with **** I paid $28,000 paid all accounts, in-full, all 3 loan obligations paid.
  
  Oct 2022 I initiated, closed all **** accounts.
  
  The **** statement "they wont provide me services" is inappropriate as I initiated closing and payed $28,000.
  
  A wonderful **** agent last week helped me solve what happened.  Jan 17 she found the error.
  
  She said **** has a process disabling member access after paid in-full and closed.
  
  But she contunued to say this does not help members because it eliminates members ability to see e-statements, see residual balances, payments due, late fees, or receive any billing statements. **** is paperless account access required to see e-statement.
  
  She stated KPCU process is to change member billing to paper mailing after account disabled but she confirmed this did not happen on my account.
  
  No billing statements, no late fees reported, no communication sent for the $16 residual interest.
  
  This **** employee I called was wonderful and we agreed this was easily avoided.
  
  She informed me this has been solved.
  
  Thank you to the wonderful **** team member I spoke witn on Jan 17. **** does have wonderful.staff.
  
  
  

  Business response

  09/20/2024

  Pursuant to the credit union's last notes on 2/3/2023, this matter has been resolved as of January 2023.  The credit reporting for the member's tradelines show no derogatory activity.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I tried to open up a checking account at ******************** cu in ********* Oct 26th 2022. I had my US passport, California Driving license and SS card. ********************** refused to open up my account denying that I need to provide a prove of address. I am living with a friend hence did not have anything to prove, yet I was a member before. CU discriminated against me and violated my civil rights to refuse to open up an account. I just came back to ** after long overseas appointment. I told them open the account I will direct deposit to account even my employee is sending my pay check to me at work.

  Business response

  09/23/2024

  Dear ******* ******,
  
  Our apologies for the delay in response. Our records show that we responded to the same complaint made to the **** on 11/23/2022, with this response:
  
  Thank you for reaching out regarding your experience in attempting to establish a new account with ****************** (KPCU). We have reviewed your complaint and performed an internal review in relation to the account opening. The ********************************************* has policies and procedures in place to detect and prevent fraud, and the application screening software that the Credit Union utilizes indicated an address conflict with your account application. This is what prompted the branch, per the Credit Unions procedures, to request proof of residence from you in order to complete the account opening process.  
  
  We understand that this caused frustration on your end and that is not the Credit Unions intention. We would be happy to proceed with your account application and can also discuss alternate options to verify residence in order to proceed with the account opening. We hope this response provides a better explanation regarding the reasoning for additional documentation request. Thank you and please reach out to us if you would like to proceed with the account opening or have further concerns.  
  

  Sincerely,

  
  ********* ****
  Retail Development Manager
  KeyPoint Credit Union

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  KeyPoint Credit Union Around July 19, 2022, I initiated a consumer credit transaction with KeyPoint Credit Union for my personal, household, and family use. On the extension of my credit, I got approved for a $15,000 credit card limit and a $40,000 auto loan which they are blocking me from completing the transaction and acquiring my assets. From that time until now, KeyPoint Credit Union **************,************* ******** continues to violate me and the federal laws that protect me as the consumer. KeyPoint Credit Union is operating under fraud, Discrimination, unfair and deceptive practices, coercion, abuse tactics and causing harm, mental and emotional anguish to me and my family. Please see attached my welcome letter from KeyPoint Credit Union as a member. The money I've deposited into my checking account, I've been using via my debit card for personal, household, and family use. ************* has barred me from full access of my active checking account. ************* is trying to force me to sign up with a third-party company, saying she will be holding on to my funds in my checking account until I sign up as a member with said third party. ************* claims my credit card and loan offer will expire soon if I do not submit documents so called "required" to complete my consumer credit transaction. Though her request is unlawful, in good faith I've emailed ***** and KeyPoint all documents they asked for. ************* and KeyPoint Credit Union continue to hold on to my assets despite the fact that I've provided all documentation so called "required" to complete the consumer credit transaction. Please see attached.

  Business response

  09/22/2022

  Business Response /* (1000, 8, 2022/09/07) */ Dear **************: Thank you for reaching out regarding your loan and deposit account applications with KeyPoint Credit Union (KPCU). We have reviewed your message and performed a thorough review of the applications. Our records show multiple attempts to communicate with you regarding outstanding items that were needed to complete the deposit account and credit card applications. Specifically, your membership eligibility with the Credit Union is based on signing up for Financial Fitness Association (FFA) as you do not reside in one of the counties within our field of membership. Additionally, the royalties statement that you provided for proof of income in relation to the credit card application was not sufficient and we requested paystubs or tax returns. You were informed that the applications would expire if the requested documentation is not completed or received. The requested information was not received and your applications expired on August 20th, 2022. We would be happy to consider new applications but the required information to proceed will still be applicable. We hope that this response provides a better understanding of the application decisioning process and please reach out to us if you have further questions.

*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. ↩