Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used Upstart to get a loan through ****. Origination date 12/4/24. Was contacted about a failed bank account info so I submitted a voided check like I was asked to on 12/12/24. It shows that my first payment is due on 1/4/25 which I will not pay since I have never received the funds. There is nothing showing from my bank that any attempts have been made to give me the funds. I have tried cancelling the whole loan and was denied. I call weekly and get told to call back next week and that it is being investigated. What am I supposed to do about the interest that keeps accruing and the late payment fees and the hit to my credit that will happen when I don't pay for a loan I never received. In the contract that I signed it states "the interest thereon commencing on the date the funds are issued to me at the rate of 8.88% per annum simple interest" The funds we never issued to me, why do I have interest accruing. When I don't pay you will file a non payment on my credit report for a loan that has NOT BEEN FUNDED. How long do I have to wait for a response until I can consider this a breach of contract and pursue legal action?

  Business response

  01/17/2025

  The loan in question was done through a third-party partner, Upstart.  Since receiving the complaint, I have been working with their team on making this right and coming to a resolution is ongoing.  When the member input her account number, it was entered incorrectly which is why the loan wasn't initially funded. 

  We are working with Upstart to make it right and will provide more information as soon as the issues has been 100% resolved.  I apologize that this is taking longer than expected and will update you as soon as I have resolution.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 15, 2023 I opened a loan with Upstart who is also business partners with Air Academy Credit Union for the amount of $7,000.00. On May 6, ******************************************* the amount of $1,590.57 which was also reported to the credit bureau. When the loan was opened Air Academy Credit Union opened a savings account without my knowledge. On August 2, 2024 I contacted Air Academy Credit Union in regards to the savings account to close it and a representative stated that I had to fully pay off my loan to close my savings account. August 5, 2024 I contacted Upstart for the statement inquiry on the loan and was sent a letter of confirmation stating that the loan is fully paid off. I then sent the same letter to Air Academy Credit Union email requesting to have the savings account closed and no representative responded to my request.Loan #AA3846268 Savings Account #******

  Business response

  08/06/2024

  It is an NCUA requirement that anyone who opens an account (to include loans) with a credit union, they must be a member. When a loan is originated, it is done so with an accompanying savings account to establish the membership.  When a loan is originated through our lending partner, Upstart, a savings account is automatically created to comply with the requirements of funding a loan with a federally chartered credit union.  We do have an automated process in place to close the savings account when the Upstart loan has been paid in full.  This account somehow got missed but as soon as it came to our attention, we closed the account and sent a confirmation letter to the address on file.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a call asking for payment on car as I started to fall behind on payment. I made a $450 payment still short of being up todate I was told they would reach out to me soon for payment in30days but instead repossessed my car, I never received a call, in fact I was told they will not work with me unless I pay off car in full later that week I received a Fraud alert and it alarmed me

  Business response

  06/18/2024

  ****************,
  
  In December 2023, ******************************* (***) in the amount of $1,179.00 was added to your loan for failing to keep insurance on your vehicle as required by the loan agreement.  You were notified of the pending *** policy with an opportunity to obtain your own coverage on September 28,2023 via text messages and then notices started on October 16, 2023.Because the *** amount was added to your loan balance, an increase in your loan payment occurred. However, you continued to make the original payment amount before the *** was added.
  
  In December 2023 and April 2024, your loan payments were returned insufficient funds.
  
  On 5/13 we received your regular loan payment of $280 which fulfilled the remainder due of your February 2024 payment. The remaining funds from this payment were applied toward your March 2024 payment, however, there were not enough funds to satisfy the March 2024 in full.
  
  Also on 5/13, you made another payment of $396.52 which did satisfy the remainder of the March 2024 payment, and partial of April 2024 payment.
  
  On 5/13 you informed us you were in a vehicle accident one month after you obtained your vehicle loan and you received proceeds from the insurance company, however, neglected to repair the vehicle.
  
  On 5/15, your loan payment of $280 from 5/13 was returned insufficient funds, which caused the loan to be 65 days delinquent. Due to the payment being returned insufficient funds, the vehicle was placed for repossession.
  
  At this time, to obtain the vehicle back, you would need to satisfy the entire delinquent amount due in order to bring your loan current. Additionally, you must pay any outstanding repossession fees which at this time are $425.  Due to your payment history any payment must be made in certified funds or cash.

  Thank you for your time.

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

  Internal Auditor

• Initial Complaint

  06/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have both a car loan and a credit card through Air Academy. They sent a letter stating I had 30 days to use my credit card or they would close my account. I did so within the timeframe and paid the account. They closed it anyway, admitted it was in error but refused to reopen the account without a new ********************** check. They sent false information which caused me to make a purchase and then refused to fix their error. So now I have a cancelled account on my ********************** falsely.

  Business response

  06/12/2024

  We reached out to ************** Services (Elan), the creditor and issuer of *********************************** credit card. Elan did confirm if a credit card is not used within 12 months, it is considered dormant. A letter was mailed to the member 45 days prior to the account being closed. On 5/15/204 7:33am, the credit card was placed into a closed status. This same day, there was a purchase of $15.25 which was also paid off the same day. Due to the credit card account already being placed in a closed status, the card was closed.
  
  In order to request the credit card be reopened, ******************************* would need to make the request to Elan within 30 days from the date of the last purchase. Once they receive the request, they will submit it to their underwriting department for approval, which could include obtaining a current credit report by ****. A fax written request can be sent to ************** or a written request can be mailed to: **** Services P.O Box ****** ************************; the overnight mailing address is **** Services: *************************************. The following information is also required by Elan to be included with the request for the card be reopened:
  
  Statement requesting to have the account reopened
  ********************** **** number
  Annual income
  Monthly housing payment; iIndicate if renting or owning
  Sign and date the request
  
  Air Academy Credit Union is not the issuer of ************************ credit card and ******************** would need to work directly with **** to resolve the request.

  Thank you,

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

  Chief Risk Officer

  Air Academy Credit Union

  Customer response

  06/16/2024

   
  Complaint: 21822553
  
  I am rejecting this response because I used the card within the timeframe stated in the notice of closure letter. If that wasn't the true timeframe they shouldn't have stated it. Now they want me to ding my credit to reapply due to their mistrake
  
  Sincerely,
  
  *******************************

  Business response

  06/18/2024

  As stated previously, Air Academy Credit Union is not the issuer of ************************ credit card and ******************** would need to work directly with **** to resolve the request. After reaching back out to ****, we were provided a phone number for ******************** to call. It is a 24-*********************** line at **************, which she may call to resolve the situation.

  When we reached out to ************** Services (Elan), the creditor and issuer of *********************************** credit card, Elan did confirm if a credit card is not used within 12 months, it is considered dormant. A letter was mailed to the member 45 days prior to the account being closed. On 5/15/2024 7:33am, the credit card was placed into a closed status. This same day, there was a purchase of $15.25 which was also paid off the same day. Due to the credit card account already being placed in a closed status, the card was closed.
  
  In order to request the credit card be reopened,******************************* would need to make the request to Elan within 30 days from the date of the last purchase. Once they receive the request, they will submit it to their underwriting department for approval, which could include obtaining a current credit report by ****. A fax written request can be sent to ************** or a written request can be mailed to: **** Services P.O Box ****** ************************; the overnight mailing address is **** Services: *************************************. The following information is also required by Elan to be included with the request for the card be reopened:
  
  Statement requesting to have the account reopened
  ********************** **** number
  Annual income
  Monthly housing payment; indicate if renting or owning
  Sign and date the request

  Due to the nature of it being past the 30 days since the last purchase, ******************** should reach out to Elan at the 24-*********************** line ************** to explain the situation and work with **** to solve this.

  Thank you for your time,

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

  Internal Auditor

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/22/2023, I was involved in a car accident, resulting in a total loss of my vehicle. The insurance company informed me that they plan to issue a check to the lien holder, Air Academy Credit Union (AACU), on 11/21/2023. However, the process has been delayed as they await the W9 from AACU. Despite numerous messages and phone calls to AACU, I have made no progress. Each time I call, I am placed on hold until the call eventually drops, and nobody seems to have a solution. To add to the frustration, I've been told to continue making payments, including interest accrued, for a car that was totaled through no fault of my own. Currently, I am making payments for both the totaled car and a new one that I have purchased.Account number: *******

  Business response

  12/27/2023

  On Tuesday, December 26th, Mr.******** tried to contact us regarding his car that was totaled.  He reached our contact center where he requested a W9 for the insurance company who was issuing him a check for his totaled vehicle.  This isn't a typical request from an insurance company to need a W9 so it threw off our agent who wasn't sure how to assist him.  She reached out to a manager for assistance and was able to get ****, Operations Manager of Consumer Lending, to assist.  **** called Mr. ******** and had a pleasant conversation about what he needed.  **** supplied the requested information to include our EIN and a copy of our W9 that he also sent to his insurance company, AmTrust Group.  **** also gave him his direct phone number in case he needed anything else in the future so he wouldn't have to go through the contact center again.

  I believe that we have provided all that was requested but if there is something else, we are happy to comply.  

  Customer response

  01/02/2024

   
  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

  11/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from World Finance, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: *******I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.*********,****** *********

  Business response

  11/03/2023

  To whom it may concern,

   

  Here at AACU we take all member complaints very seriously. After looking in our core system, we do not see any statements nor any documents concerning **********************. He seems to be concerned regarding his credit reporting situation. We recommend ********************** attempt to reach out to the credit agencies to inquire about his situation to dispute directly with those credit reporting agencies and contact the financial institution listed on the back of his credit card.

   

  Thank you for your time,

   

  Air Academy Credit Union

• Initial Complaint

  10/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Air Academy owes my husband's estate $5,284.86 for a vehicle they repossessed and sold after his death in March 2023. The transaction occurred on 5/05/2023. I have called three times now and they have confirmed the credit amount and assured payment. As of my phone call with them today, 10/30/2023, the credit still has not been processed. Latest account statement is attached to this complaint for reference.

  Business response

  11/03/2023

  To whom it may concern,

   

  We at Air Academy Credit Union have contacted the consumer and reached an agreement and are getting everything taken care of for her. We were missing some required documents to push through her initial request but were able to obtain them to achieve her desired outcome.

   

  Thanks for your time.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During July-august I had trouble with my loan payment at air academy federal credit union. I wasnt sent any texts or emails saying my payment was late. In the past they have charged a late fee. In august I had two phone calls asking me to call back but gave no indication why. Those days were august 7 and 11. I happen to not be working on august 11 and called them back. They informed me I had a late payment and told me Id be charged a late fee. I was okay with this and told them Id come in to pay off the car. On august 14 I went into a *************** aafcu and paid off the ****** Outback. I received no notifications or calls via phone until September. On September 3 while looking at my credit report I noticed my credit dropped 100 points!!!I called furious and they gave only one explanation that my payment was 30 days passed due even though I paid off the vehicle august 14. They said they sent notifications and a letter no email nor text. And said they called in July and left a message. I asked them why they never sent a call urging late payments and they said that it was an information leak. Im still waiting to hear back and will take legal action regardless.This company conducts fraudulent activity cause I am only one of hundreds this has happen to. I urge you to take action.

  Business response

  09/11/2023

  To whom it may concern,

   

  Attached are the documents regarding ******************** complaints. In the attached documents you will find the notifications we send out to our members when they are delinquent, as well as the comments from our **************** departments showing the repeated attempts to contact ****************. You will also find the other supporting documentation showing the multiple instances we attempted to contact **************** to inform him of his delinquency. 

   

  If any further information is needed, please let me know.

   

  Thank you for your time,

   

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

   

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  For years Ive been cashing matured us savings bonds thru this credit union shared services and all of a sudden they are now refusing to cash us savings bonds which are legal tender

  Business response

  06/26/2023

  Up until recently it's been our business practice to allow shared branch members to cash savings bonds.  Unfortunately, the industry is starting to see a lot of fraud and people trying to cash falsified bonds.  Our organization had to make a business decision and change our policies.  We now only allow the cashing of savings bonds for people that have been a member for at least one year and we can no longer cash them through a shared branch transaction.  I apologize that this change in policy has had a negative impact.  That is certainly not our intent and hope that you continue to utilize our shared branching as needed outside of cashing savings bonds.  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My insurance lapsed due to some clerical error at progressive that I was not made aware of by either progressive or air academy federal credit union. at this time, AAFCU decided to do force placed CPI onto my account. I only saw this charge on april 29th of this year, due to trying to sell the car and having a balance of ~**** more than anticipated to sell. I paid the additional in order to sell the car, and was promised by AAFCU that a refund would be generated on 3 separate occasions by their staff. A run around happened between aafcu and allied, their insurer, and i was again told to call back later in the week, since i did not have the car any longer and the loan was satisfied, the insurance policy would be refunded for the time it was not on the car. Today i called back, per the staff of AAFCU, and was told that i would not be refunded the unused portion, that in fact the policy was 7,000$ a year, not ****$ a year and that **** was already a partial refund of the 7k. In multiple contacts with AAFCU, i have been told numerous different stories, and the information given doesn't match. Additionally, on each occassion outside of today, i was told the insurance policy would be prorated and sent back to me because i paid the car off. additionally, i was told that i had to speak to allied directly to prove that i do have insurance. i did contact them via a transfer from AAFCU and they validated that i did indeed have insurance, and that i had sold the car, so i would be issued a refund for unused portions. On the phone today, the associate said that the **** was 'the known lapse window' amount and that no refund would be issued. This calls into question why I needed to talk to Allied to validate i had insurance, if they already knew i had insurance. None of this lines up, i'm being lied to about how insurance works, and this company is full of unethical liars.

  Business response

  05/10/2023

  Please review the attached explanation and supplemental attachments. 

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