Complaints

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  *** was NOT supposed to dispute me. It was GAME STOP ONLY. They said they refunded me. Yet, I never got it. They REFUSE to add proof or show me proof. They are very rude and dishonest. Stealing my money. PLEASE HELP ME!

  

  Business response

  02/22/2024

  Thank you for allowing Ent to review the complaint from ****************. Ent investigated and determined **************** is the merchant involved in a debit card dispute which was canceled by our member. We understand **************** has been told by his payment processor to submit a letter with the details of the dispute cancelation in order to receive the funds back to his account. A letter has been provided to our member with the details of the transaction and the canceled dispute. An Ent representative left a message with the information and another representative spoke to **************** at a service center today. Please let us know if we may be of further assistance. 

  Customer response

  02/23/2024

   
  Complaint: 21327578
  
  I am rejecting this response because:

  I called Square Processing. They said they don't have the money, that ENT does! They said ENT Bank still has the money of mine, which was returned in the customers favor. Even though ENT canceled it. It was a HUGE ENT mistake. We all makes mistakes, but no one wants to FINALLY refund me. Because I swiped the card VS using the Chip that ENT would not refund me per Square. See attached paperwork from Square rep. ***** I am requesting ENT to PLEASE cut me a check or refund me via deposit to finally resolve this two month issue.

  I really don't understand why everyone keeps passing the buck. Called Square 13 times. Called ENT 8 times. No one wants to give my cash back. 

  PLEASE JUST HELP
  

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ENT Credit union account has been on my credit report for 7 years now. Reporting two late payments and it is still hindering my credit. This account should be deleted.Im trying to close on a home.

  

  Business response

  02/12/2024

  Thank you for allowing Ent the opportunity to investigate ************** complaint. Ent determined the loan information is reporting accurately. Tradeline information typically remains on a credit report for seven years from the date of the last reporting or delinquency. In this case, the last time Ent reported on ************** loan was in September 2017. Transunion and Equifax recently deleted the tradeline.Experian is the only one still reporting the loan. It is anticipated the information will be deleted from ************** credit report after September 2024. 

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to contact anyone about paying my car, left on hold or voicemail about 4 times from me calling and representatives calling as well. Friday was closed calling, Saturday was closed due to Veterans Day, Sundays closed every week and Monday I was on hold for the whole lunch break so I couldnt even contact anyone at all. Whoever I spoke with Wednesday on Nov 15th with repossessions/collections team that day was absolutely rude and obnoxious and it was not one but 2 different people. The first one in the morning was telling me to watch my tone, and saying I was interrupting her even though I wasnt being rude or anything. I was feeling more anxious feel than anything. I was just waking up so my voice was softer when I first woke up compared to waking up fully. So that just right there just made the call unprofessional at this point. So I asked if I can talk to anyone else because I prefer not to talk to her because she was extremely rude and she was like they are going to tell you the exact same thing Im telling you. And I told her I would go in the actual ent building today to get it sorted out with my mom and get in handled. But then all of a sudden my car gets towed the day of after I get off the phone with her which seems pretty coincidental. Before the tow even happened, I called and my mom called to speak to another representative about talking to a supervisor because of how the whole call went and also to pay off the car before it even got repossessed and no one reached out to us that day after 8:30am. I tried putting money towards the car Tuesday evening representative never got a hold of the ent inside. I called again after my car got repossessed and I was explaining to the 2nd collections representative I couldnt get access to my account where I messaged them because they locked me out. She tells me its because its been like that since Friday. Which I explain to them I never got any email or anything from them and she was like well we did. But I havent gotten any message from yall since the 2nd when I clicked it saying yall will get back to me about me explaining why I was behind and after that I havent been on my account. And then after that message I got a fraud one on the 11th of this month not from a representative but just an email alert so no contact in between those days other than phone call, which I couldn't answer due to having to work the times yall are open and closed by the time Im off. The 2nd representative said she cant do anything basically since the car is on their hands and that now I have to pay the full amount to get it out or try and refinance or reapply from ent if possible again. And she even chuckled at one point when I was talking with her and my mom. Which makes me extremely upset because of how much lack of communication, unprofessionalism there has been. And on top of all of this we tried to pay beforehand and got no response from anyone still So all Im asking for is for someone to work with me to get this handled correctly and in professional manner so not only I can get my car back. But also stay a loyal customer to ENT because at this point it makes me never want to work with you guys again based on how bad this experience went.

  

  Business response

  11/21/2023

  Thank you for allowing Ent the opportunity to investigate ******************** complaint. The member was contacted by an Ent supervisor who provided her with options to contact Ent and discussed possible next steps in resolving the issue. Ent's investigation into the complaint determined there have been multiple voicemails, emails and notices sent to **************** consistently for several months. We look forward to resolving this issue with our member directly and assisting with her financial needs in the future.

  Customer response

  11/25/2023

   
  Complaint: 20891864
  
  I am rejecting this response because they gave me a deadline until the 26th which is tomorrow or they are going to work on selling my car and I still havent gotten any solution yet. Yes I did hear back from them the 21st and 22nd in regards to me sending in information for the next step but I havent received anything since. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/28/2023

  Thank you for allowing Ent to respond to Ms. ******* rejection. On November 22, 2023, an Ent Collections Supervisor emailed *************** with the amount needed to reinstate the vehicle loan. In addition, a Collections Representative spoke to Ms. ******* mother this morning, November 28, 2023, to ensure they understand the next steps for the loan reinstatement. 

• Initial Complaint

  11/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business charged us $600 extra for a loan amount when attempting to contacting them for over 5 days leaving multiple messages to pay. Never received a call back from the comoany and then charged extra because they don't answer their phones. I would like a refund of the additional $600

  

  Business response

  11/14/2023

  Thank you for allowing Ent the opportunity to investigate the complaint.  Ent spoke to **************** on November 6th, several days before another payment was due, and returned her call the same day she left a message. The payment was not made until another payment was due. An Ent representative has reached out to assist our member. 

• Initial Complaint

  11/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I applied for a heloc from them, worked through a few things, was given a final number which was less than I was paying both payoff companies combined. When this came back, it was double what I was told. Regardless, I then of course got behind on payments. Worked with a government grant ******* to pay up the loan. I have tried for their hardship *******, etc, declined for all. With the grant *******, they paid my mortgage and hoa up to rights. *** received their paperwork first and by the time they returned it, it was expired. That was 2 months ago and they still have yet to respond to get paid. This is sabotage. I have already caught up on the others and they are set to rights and here, ENT has the option to get their past due monies in full and refuse to cooperate. I have pushed from my side and keep being told they just have so many accounts... the other company is way larger and handled it in days and was paid early Sept. One and done. There is a huge problem with ENT if they have so many accounts in arrears that they can't even get anything straight to help themselves and their customers. This feels like there is some sort of bait and switch but then to have the money ready to be sent and they aren't willing to do their part timely. This needs looked into. I have the contact info for neighbor to neighbor, the grant ******* and the people I've worked with. We've even tried communicating together with them.

  

  Business response

  11/09/2023

  Thank you for allowing Ent the opportunity to investigate the complaint. We apologize for the delay and will resubmit the documents. Ents Mortgage Foreclosure Supervisor is contacting ************ to discuss the details. We look forward to resolving this issue and assisting ************ with her financial needs in the future.

  Customer response

  11/16/2023

   
  Complaint: 20828158
  
  I am rejecting this response because: I have received no contact as they noted they would reach out, neither has the paperwork been received as of end of day today. This is exactly what I've experienced thus far with this company, unfortunately, as expected. They haven't attempted to resolve as they noted in their response.

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

  

  Business response

  11/17/2023

  Thank you for contacting Ent to respond to ************************ complaint. The Mortgage Loan Foreclosure Supervisor left a voicemail and sent an email for ************ to contact her. The paperwork has been resubmitted to the assistance program. We look forward to resolving the matter directly with our member. 

  Customer response

  12/04/2023

   
  Complaint: 20828158
  
  I am rejecting this response because: Yes, they left one message which I responded to without further contact other than acknowledging receipt of my call and some of the money  including a reminder that the next payment was due 11/28 which is incorrect, the ***** people are trying to pay another few months per past experience and their email thay I forwarded to ent. I have since left a  message and emailed regarding the note I received below as they are STILL not providing what is requested. The ***** is trying to send them money and they are refusing. This is the note from N2N: 
  
  It looks like were still waiting for updated numbers for your future payments on your HELOC loan. They keep sending conflicting numbers, so we cant send those payments yet. Your reinstatement amount is fine, though. Weve already sent that reinstatement payment, and its good to go. Could you send me any updated statements they sent you for your 2nd mortgage? I want to make sure the numbers they request from you line up with what they request from us. 
  
  There has been no other contact or work to resolve the other pieces I requested, only another request for money which yjey could have if they were reasonable. I am willing to have a conversation but no one cares to contact me back. ENT was the whole reason I did this program, my other mortgage company was so helpful, communicative, we spoke daily until resolved, which was all of about 6 business days in August. That's how long ent has held this hostage. Helod their own money hostage. I am happy to forward the email but only copied it here. I'm sure they would be willing to talk to you, they are just as frustrated, N2N. I can't remember exactly what I said for resolution and I do all of this on my phone, I don't have a computer at home. But my resolution remains the same. Provide the information requested to resolve this with N2N, talk to me, a real conversation about how to resolve this because I can't afford double what I was paying before this loan, which is what this payment is. I was given a different number, which is a bait and switch practice. Please let me know of you need further info.
  
  
  
  ************************;
  
  Sincerely,
  
  ***********************

  

  Business response

  12/12/2023

  Ent appreciates the opportunity to respond to ************************ concerns. The Mortgage Foreclosure Supervisor has communicated with the ******** ************************* Program and *********************  Additionally, Ent investigated ************************ claim about using bait and switch tactics. Ent's investigation determined all loan information was provided to ************ when she signed the loan agreement in November 2022, and she was provided a copy for her records. We look forward to continuing to work with *********** to complete her request and assist with her future financial needs. 

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last night my car was repossessed and I did not know this was coming. It appears about 4 months ago an auto-payment was missed and no further payments were made, I'm not disputing this. However, I have not seen communication from ENT on the matter, even after the car was repossessed. I called ENT and was told they could not talk to me until the paperwork from the tow company was received. I called the tow company, who said the paperwork was submitted to South Bay Remarketing who was hired by ENT. I called South Bay Remarketing and was told the paperwork was complete and submitted to ENT and gave me a number and extension to call. I called and was treated EXTREMELY rudely. I was told "you have already called twice and were told we would call you back, you need to wait". I explained to them I'm just trying to resolve this, I need my vehicle back as I didn't expect this at all and I can pay the loan in full, right now. I explained to her I have not seen communication on this, am going through a NASTY divorce and clearly something was missed and I'm trying to make it right, right now and I would like to talk to someone who can help me do that. I was once again treated NASTY, told I would be called back by the repossession team when they got to me. I understand the issue, but this is NOT how you treat a valued customer, in a horrible situation in life, trying to resolve this issue with you as fast and easily as possible with no argument. Both Agents I talked to were rude, condescending and offered me no solution whatsoever. ENT has blocked my online access and since the vehicle is worth FAR more than I owe, which I wish to pay NOW as I didn't know it was behind until now (not blaming but a communication breakdown did happen somewhere) and I'm not ok with how this process has happened or how I have been treated. I would like a call, immediately, by someone ready to help. Will update with resolution.

  

  Business response

  10/18/2023

  Thank you for allowing Ent the opportunity to investigate the complaint.  An Ent representative has reached out to assist our member. We look forward to resolving this issue with our member directly and assisting with his financial needs in the future.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Ent Credit union. I do not have a contract with Ent Credit union. The did not provide me with original contracted requested.

  

  Business response

  09/27/2023

  Thank you for allowing Ent the opportunity to investigate ***************** complaint. Based on the complaint, the loan application Ent received appears to be fraudulent so we will remove the credit inquiry from 01/24/2023. If **************** would like to discuss any additional information, our phone number is **************.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repossessed by Ent and I have not received a single call, email, or letter about it before now. I called them when I reported it stolen this morning and the police told me it was repossessed, the person I spoke to said they have a different phone number and address on file they were contacting even though I have called and updated my information with them and updated it on the app. There were no issues with the automatic payments I set up and money has always been in the account on time but I cannot see why the automatic payments did not go through because they have locked me out of my account. They have my email and I know they do because I have been getting statement emails which did not indicate any issues. They told me they have been trying to email me as well but besides the statements there are no emails from them at all in my inbox or spam. I have called multiple times to get the name of the company that repossessed my car to get my personal items and have not gotten a response. I was told they would call me back today and it has been 4 hours since then. I have called them 3 times today to see when they will call me and still no response. It seems criminal to me that they are calling a number that has been disconnected and says so (especially since I updated my new active phone number with them twice now), have not reached out by email, and have been mailing notices to my old address which I have attempted to update with them on the phone and Im my bank app. It seems like their aim is not to work this out but be intentionally dishonest and shady in the way they handled this. I attached my email screenshots showing no emails except statements including in my spam folder. If this is put on my credit report or I am told to pay repossession fees I will be bringing this to the furthest point of the law since they have not notified me of the issue at all and have not updated my contact information as requested which has caused this whole mess.

  

  Business response

  09/27/2023

  Thank you for allowing Ent the opportunity to investigate the complaint.  Our records indicate multiple attempts were made to contact ************ and a review of the screenshots from her complaint also show the attempts Ent made via email. The from line indicates our Member ******************** attempted to reach ************ to discuss the delinquent loan. Regarding her complaint about her address and phone number not being updated, our records indicate ************ has not logged into Ents online banking service since February 2023 and the *********** has not received any calls this year.
  Regarding Ms. ***** concern about her payments, there was a payment returned for a closed account in March ********** resulted in the expiration of the automatic transfer, since it was no longer a valid account. Her last payment was a one-time payment from another financial institution. An Ent representative has been in contact with ************ since this complaint. If ************ needs any additional information; she may contact Ent directly at **************.
  
  

  Customer response

  09/27/2023

   
  Complaint: 20644268
  
  I am rejecting this response because:
  
  the statement that I did not log into the app since February 23 or call this year makes no sense. How would I have made the payment in May for its car payment and the canceled payment for March? I checked my app to see what was going on and called to speak to a rep and made the payment. Further, so far I have called the repossession number 6 times, have been blatantly lied to multiple times which I go into detail with attachments and was denied information that my state legally requires them to provide (auction date/time/location information). I was told on the phone yesterday that I only had to pay $7905.43 to Ent and the repossession company would release my car. I asked the rep ******* to confirm the repossession company would not charge anything else and she said no, everything was included in the payment. I confirmed this with her twice. I called repossession company today and they want another $435. Left and right ENT is lying and causing further damage to me, my credit, and my property and if they do not refund me the $485 in repossession fees I will be bringing this to an attorney to *** for that and much more in emotional and physical property damages and I have been told with all the information that I have that there is a strong case.
  

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

  

  Business response

  09/28/2023

  Ent is working with ************ directly to resolve this complaint. 

  Customer response

  09/29/2023

   
  Complaint: 20644268
  
  I am rejecting this response because:

  the issue has not yet been resolved and I am still waiting on documents from ENT. Once that is resolved then we can close out this BBB claim. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I applied for a wire transfer from my checking account at Ent on July 5 and was turned down within minutes. When I called to ask why, a Financial Crimes Investigator told me, "We always turn down transfers for timeshare deals because they're always a con." Further questioning revealed the broker who had filled out the request had mistaken the instruction "transfer info verbatim" for "your thoughts here." I assumed the refusal was based on misinformation provided, plus nobody at Ent had ever heard of a "timeshare" deal that didn't involve physical real estate, annual dues or maintenance assessments. I said, "I was asking for your assistance, not your permission. Unless you have something more convincing than 'we don't want to,' I intend to go through with it." I made this point nearly every time during the approximately dozen contacts I had with Ent over the next 24 hours. I relayed Ent's every question and concern to the buyer's agents, and forwarded every response back to the Fraud Investigator. During my last pre-transaction phone call, I reiterated that all of Ent's concerns had been addressed, and they hadn't budged off of "we don't want to;" so the burden of proof was still on them: "I want to do this with Ent, but I have funds in other banks. I will make the transfer tonight, unless there's a solid indication this is a scam. Then, of course, I WON'T DO IT." I did the transfer overnight with ***** Fargo, and my $3520 was gone by sunup. Shortly before 9 AM that morning, the Fraud Investigator called to say he spoke around 4 PM the previous afternoon with the woman I thought I'd been in touch with for weeks, and she'd never heard of me. I called back to ask his supervisor why info that was gathered specifically for and was of no use to anyone other than me wasn't shared with me in time to do any good. Her response was a list of self-contradicting excuses which basically meant, "We didn't want to."

  

  Business response

  09/27/2023

  Thank you for allowing Ent the opportunity to investigate the complaint. Upon review of the referenced wire transfer request on July 5, 2023, *** recognized the transaction was suspicious and informed **************** the same day.  A Fraud Investigator contacted *************** to let him know the transaction appeared to be a scam and there was a high probability the transfer would result in a loss to him, as a result, Ent would not complete the wire transfer. **************** was insistent on completing the transaction despite the warning signs provided. The Fraud Investigator gathered additional information on July 6, 2023, and shared it with **************** the morning of July 7, 2023. **************** informed us he chose to send the wire from another financial institution the night prior and we recommended he attempt to recall the wire with that financial institution. Ent made multiple attempts to deter **************** from completing the transaction and shared the warning signs we noticed with him. Ent encourages our members to utilize our resources on how to protect themselves from fraud and contact us if they ever have questions. If **************** would like to discuss any additional information, our phone number is **************.
  

  Customer response

  09/27/2023

   
  Complaint: 20644074
  
  I am rejecting this response because: Ent's letter to ********** **** justifying their actions is primarily a work of fiction. **************** didn't allege anything. ********************* stated categorically that Ent deliberately allowed me to be a victim of wire fraud, despite my repeated insistence that I be notified should any info indicating there was reason other than "it's Ent policy to say 'no' automatically" arise. Ent received such proof by 4 PM Thursday, and chose not to relay it before going home at 5. There was no "due diligence" on Ent's part during the minutes between accepting my request and refusing it. Everything forwarded from the buyer's agent to Ent in answer to their concerns was ignored. When Ent has a policy, facts don't matter. And despite the automatic refusal early Wednesday, *** continued to work the case, giving me the impression the deal was still viable. I was told I wasn't notified in time because Financial Crimes unit has a heavy caseload (working already closed cases?); and doesn't return communications after business hours (Ent had no problem calling me before business hours Friday to tell me I'd been robbed, though). 

  My original NCUA complaint was deliberately obnoxious and sarcastic, because I knew from 20 years' experience doing fraud audits, regulatory compliance reviews and such for government agencies, that the federal and state watchdogs wouldn't be much help. Everyone (100%) who heard or read about this incident (including a state regulator, four Ent tellers and two branch managers) expressed the unsolicited opinion that Ent screwed up. What it also has cost Ent (so far) is around $400,000 in deposits from recent real estate sales, plus over $1M in future business.

  Making sure all the "i's" were dotted and "t's" were crossed before throwing me under the bus is not an acceptable answer to a **************** complaint.  
  Sincerely,
  
  Rev. *********************

  

  Business response

  09/29/2023

  The Vice President of Financial Crimes reached out to discuss the complaint with *********************. We thank him for sharing his experience with us. 
  

  Customer response

  10/03/2023

   
  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. I never spoke with anyone directly concerned with **************** issues, but the ** of the Financial Crimes now has a much more detailed view of how badly I think they screwed up; and I have a ****** understanding of how they believe that, as unfortunate as the outcome was for me, they didn't do anything wrong. The satisfactory part is that this is finally over...
  
  Sincerely,
  
  Rev. *********************

• Initial Complaint

  08/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I attempted several times to reach a representative to resolve a past due account. The lending line message states that if call is received before 3pm they will return call the same day. For many days they did not return my call. They then locked me out of online access so I could not pay the bill. When I did speak to an agent once asset was repossessed, she said someone would contact me once they reported the car was taken and I could pay the cost and retrieve vehicle and pay past due. I was misled. They did not contact me the next time I reached out I was told differently by an agent that full balance must be paid. Due to communication failures I am hoping to reinstate loan as I have been a long term customer that experienced a medical turmoil due to Multiple Sclerosis. I am now working and resolving debt and have not been able to reach support to discuss my reinstatement options so I can avoid bankruptcy

  

  Business response

  08/25/2023

  Thank you for allowing Ent the opportunity to investigate the complaint.  An Ent representative has reached out to assist our member. We look forward to resolving this issue with our member directly and assisting with her financial needs in the future.  

*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. ↩