Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a loyal member of *** with both an account and loan. While I appreciate the flexibility to make multiple payments, Im frustrated by your online payment system. Despite prompt payments, processing takes three days, impacting my daily interest and benefiting ENT, not me. When I inquired, I was told same-day payments arent an option. This unfair delay allows ENT to profit at the members expense.This practice seems unjust and should be investigated. If I were disabled, would I be penalized for only being able to pay online? In todays world of online banking, three-day delays are inefficient. My credit card and car loan payments process the same day. *** doesnt ENT offer the same? It seems ENT prioritizes profit over member well-being, contradicting your slogan of "a passion for people, not for profit."I will move my funds elsewhere as soon as possible, as I no longer wish to support such practices. ENTs lack of basic self-service options is disappointing, and I caution others to consider these issues before choosing your institution.

  

  Business response

  12/23/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate the complaint. Ent provides several convenient options to make a loan payment. In order to complete a transfer from another financial institution on a specific date, Ent recommends initiating a recurring ACH, via online banking or by completing an ACH Origination Form. Ent also offers in-person or mail-in payment services, mobile deposit, internal transfers and Shared Branching. We appreciate Mr. ************ membership and are happy to assist with any additional questions. Ent reached out to Mr. *********** to resolve his complaint.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I have a loan through this credit union. We are both on the loan and when we set up our account with an ENT employee, I was told that whoever handled the finances could put their information in so weve been using my email. Ive been the one making the payments. My name is on the loan. Whenever I called to ask questions about why my account is locked. I was met with. I dont have the power to look into the account because my husband is the first name on it. I should not be treated as a second-class citizen because my name comes second on the loan. Im the one making the payments you should be wanting to talk to me again. My name is on the account is on the loan. I dont appreciate any of the people that I spoke with, they were all incredibly rude and unhelpful, if you dont want secondary or other people on alone contacting you, you should say that upfront and train your employees to let us know that upfront instead of the way we were taking care .

  

  Business response

  12/23/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate the complaint. A Lending Team Lead reached out to our member to resolve the complaint. 

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ENT has been letting other people make fraud on my account and when I confirm that the transaction is not mines. They don't believe and I have to wait until they feel like they want to dispute it. They told I have wait until I can dispute the transaction but the text message said call them to dispute the transaction and when I asked they said they can not help me. So they text me asked me was it fraud and when I confirm it and tell them I have my card in my possession and then they said call us to dispute it and I have to get another card. ENT is not close to me and I dont money to keep traveling to a place so far. I called them and they said there is nothing they can do so why lie and text me and ask me about fraud if they do nothing. My experience keep getting worst with them.

  

  Business response

  11/20/2024

  Thank you for allowing Ent Credit Union (Ent) to investigate the complaint. ***, an Ent Supervisor contacted Ms. **** and resolved the complaint. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In 2019, I went through a car dealership to purchase a vehicle. Ent picked up the loan to finance the purchase. The vehicle will be paid off in 2025. Ent has set me up for failure. They picked my loan in 2019. Ent is being prejudice. Ent have programs to help those they finance help in difficult times, Ent have excluded me from any programs. Based on a charge-off on a custodial account I had approx 18 years ago. We were victims of Fraud, I turned in police reports and understood this case was closed many years ago. Ent is trying to force me to pay this charge-off. In 2022, I needed a deferment Ent gave me one. On 9/17/24, I contacted Ent to ask for a deferment. The underwriters denied request by 4:00 pm that day. A *** explained that there were other programs for my financial situation due to the charge-off policy. The *** offered me the **** a Payment Program. I had to deposit $25 into my savings acct no later than Friday 9/20/24. I was not to extend past my payment date of 9/26/24. I was provided a phone #, extension and option to contact once I completed the task.I called on 9/19/24, I provided the *** with the information. I was placed on hold, then the *** responded and said sorry we cannot help you; you had a charge off and there is not we can do. He stated the previous *** noted the account very well, but he had spoken with his management, and they said NO because of the charge-off. The pervious *** offered the program to me. This *** did not answer my questions. He put me on hold. Patronizing me stating he understood. I was told to go to ********** for help, in 30 day I didn't pay it was going on my credit report by the 45th day they were going to ***o. I asked to speak with management several times was told no later than 9/23/24 mgmt would call me. I made 62 good faith payments. Good credit and Ent trying to force me to pay a fraud charged-off 18 yrs ago. Ent picked this loan; they threaten to ***o car and deny me help, no **** or info to file a complaint.

  

  Business response

  10/01/2024

  Thank you for allowing Ent Credit Union (Ent)the opportunity to review Ms. ****** complaint. An Ent Manager has contacted the member to resolve the complaint.

  Customer response

  10/02/2024

   
  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

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When I set up this account, I was asked if I wanted transactions to automatically approve or deny if funds were not available. I was not advised that there would be situations in which the payment would still go through even if the funds were not available. The first time it happened, I accepted that it was approved as a courtesy and changed the ****** to a different card. Now it has happened again, with another $30 fee. I canceled my husband's card, but customer service wasn't able to refund even one of those fees because it was a "courtesy approval". But I didn't request that courtesy, so I shouldn't have to pay a fee for it.

  

  Business response

  09/10/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review ************************ complaint. An Ent Manager spoke to ******************* and resolved her complaint. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed a claim on my vehicle with State Farm in June of 2023. They approved the claim and issued a check for $3294.01. I never received that check and in August of 2023 found out that it had been cashed at ENT Credit Union by someone else. I have been working with both State Farm and ENT to resolve this issue but both companies tell me they are waiting on ***************** ***** to correct the paperwork that was submitted to recover payment. I have NOT been able to contact anyone at ***************** to resolve the issues. I would just like to recover my loss sustained in the claim/damage to my vehicle and put this to rest and move on. I do need that money to make me whole from the loss.

  

  Business response

  08/19/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review ********************** complaint. An ************* Crimes Manager contacted ****************** to let her know we reached out to the other financial institution again to resolve her concern. Ent will continue to stay in touch with ****************** to resolve the complaint. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm filing a complaint about the new password update. First, there was no prior warning to the update, causing confusion and frustration when I needed to make an immediate payment. Second, no password I entered would work, despite meeting all criteria. When I asked for help the only thing that could be suggested was to use a password manager to create an elaborate enough password. I'm uncomfortable with this as it completely negates the security measures. The point of the password manager is to remember the password for you and automatically fill it in. If I'm made to rely on the password manager, then the only password that is protecting my bank account is my smartphone pin, and that simply won't work.

  

  Business response

  08/19/2024

  Thank you for allowing Ent Credit Union (Ent) an opportunity to review the complaint from ****************. An Ent manager contacted **************** and resolved her concerns. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have a loan through ENT credit Union. I had called at the beginning of July to ask if I can possibly get an extension or a deferred payment because I had just Lost my niece and my nephews in a really bad UTV accident and I was going back-and-forth so therefore I couldnt afford to make my payment in July. With that being said losing 3 at once. I called ENT and the person I talked to was very understandable and told me that I got approved but I just need to make the $25 payment and have that in the account, and put $50 in the account called back and told them but at this point I was not eligible anymore. So they told me to call back once my payment for August goes through so we could work something out. I just got off the phone with them now and they are giving me a hard time. I am good on making my payments and I feel like I shouldnt be getting treated like this as a customer and lied to.

  

  Business response

  08/14/2024

  Thank you for allowing Ent Credit Union (Ent) to review the complaint. An Ent Supervisor, ****, left a voicemail for **************** to resolve her complaint. **************** may reach **** at ********************** Option1.

  Customer response

  08/15/2024

   
  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.
  Still a little upset because this went on, not only mine but my husbands credit as well so we are down a few points. All this couldve been Avoided if they would have just kept their word and gave me the extension like I was told after paying the $25 fee, I would still like to do what **** told me about the six months and lowering my payment that way we can catch up on other bills that we need to pay due to my losses. 
  Sincerely,
  
  *****************************

  Customer response

  10/22/2024

   
  Complaint: 22119689
  
  I am rejecting this response because: So Ive been having problems since about July when I lost my niece and nephews. I asked them if there was anything they can do. They said yeah they were able to drop my payment that way I can catch up. Ive been emailing them asking how much I owe because I would prefer to have everything documented rather than over the phone now because of my past experience And I am not getting any response yesterday I called the girl that I talked to told me she couldnt see anything in her system so therefore she had to transfer me. She then said that the plan they had me on expires November 23 when I was told I was on this plan until January , I am now behind almost 2 months and all Im wanting to know is how much exactly I owe so I can pay my car payment. This is messing up my credit big time every time I call they always transfer me somewhere else or they dont know what Im talking about When I email I dont get no response back. They are also charging us for insurance after Ive already called the insurance company and they were supposed to change that but they still have not did anything to our account so therefore were paying extra. I just want this to get resolved because it is messing up not only mine, but my husbands credit as well. And we are paying extra money that we dont even have I would like a bill adjustment and a reimbursement from the extra money that weve been paying towards this insurance and other fees since weve had insurance, and I proved that already to the insurance themselves. Insurance told me its up to them to change it, but they still have not

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

  

  Business response

  10/25/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate the complaint. *** from ******************************** left a voicemail to resolve the complaint with Ms. ******* *** *** be reached at ************************ option 1. 

  Customer response

  10/27/2024

   
  Complaint: ********
  Ive called back to talk to *** and no luck 
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of the credit union since 2019. I am having great difficulties with this institution. Their customer service is poor and I sometimes cannot access my account information. and my money disappeared from my account. On July 26, 2024 I tried to access my account to pay my car installment and a small loan I have and could not make the payment. I immediately called customer service*************** for assistance. I was asked to provide my banking password, last 4 digits of my credit card number, Date of birth along with my full name to the ENT representitive, who later identified herself as ****. I did not understand why she needed all that information to assist me. I told her that i would like to pay my loans using the money from my line of credit. she told me i would need to pay the interest on the account for the payment to be made and that I could do so from my online banking as i did not have suffiecent funds in my checking account. I deposited the cash into my account but still could not make the payment for the loan. On other occations i would pay my loans and report me to the credit bureau for none payment when I was neither late or have missed any payment. My credit score would drop by 48 points for claims that is not true. I am therefore asking that these matters be investigated urgently.

  

  Business response

  08/01/2024

  Thank you for the opportunity to address this complaint. ****, an Ent representative called ******************************* to resolve this complaint. If she needs additional assistance, she may reach **** at ********************** Option 3.

  Customer response

  08/08/2024

  In respond to filed #******** report filed earlier this month. I would like to further add that the matter has not been resolved. I have spoken briefly with someone From ENT credit union who gave his name as ****. I was at work and could not continue the conversation with him as my supervisor needed my assistance with something and had arranged with **** to speak with him the following day. I got a voicemail message from him and a contact number to call. I called the number provided and was connected to the member service department where ** was told **** worked. However, the ENT Representitive who answered the phone said no one worked there with that name and that she did not know who **** was. I am very concerned with the level of service that I am recevieing from ENT Credit Union and would like the matter to be escalated to the mananger to have this matter resolved. I am beginning to feel unsafe with the credit union.

  

  Business response

  08/14/2024

  Thank you for allowing Ent to review the complaint. **** and ******** have spoken to ******************************* and addressed her complaints. ******************************* may contact Ents Collections Manager, ****** at ********************** Option 3 if she has any additional questions. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contact my mom ********************* ********** about the day he (I presume and assume), ********************* or ********************* scammed me by denying a loan of around $400kUSD. I also applied for two-three separate loans online and got denied all 2-3 times as well. Using the governments laws against them... []=I don't use these laws myself: [Uniform Commercial Code *****, UCC 3-604=the loans were paid for the moment I got denied/rejected.] The dates I got two securities/denied worth $100k USD each in total are [10/29/2023] [applicant number ******] and [11/05/2023] [applicant number ******]. The reasons for getting denied are: TOO FEW ACCOUNTS CURRENTLY PAID AS AGREED, LACK OF RECENT BANK/NATIONAL REVOLVING INFORMATION, LACK OF RECENT REVOLVING ACCOUNT INFORMATION, LACK OF RECENT INSTALLMENT LOAN INFORMATION, NUMBER OF INQUIRES MAY HAVE ALSO ADVERSELY IMPACTED THE SCORE. It's in all caps meaning they're lying [15usc1] $100,000,000 fine=theft they owe me USD. Now everything is defined in ******** terms only: I reserve all good rights and immunities except for the bad ones.

  

  Business response

  07/23/2024

  Thank you for allowing Ent Credit Union (Ent) to review Mr. ********* complaint. Our investigation determined there were no violations of policies, procedures, regulations, or laws during the application process.  ******************** can refer to the previously provided Adverse Action Notice for details or contact Ent at ************* or ************* for further assistance. We appreciate the opportunity to address his concern. 

*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. ↩