Complaints

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a suspicious transaction message Sunday morning. I responded that the attempt was not me but the bank released the money anyways. I called their automated system and reported it and cancelled my card. Monday I went to the bank and found out that nothing I did online was in their system. On top of that the bank has decided to charge me for overdraft. So I have had money stolen from me and the bank is making me pay them for their mistake

  

  Business response

  01/13/2023

  Thank you for allowing us to investigate this complaint.  This member disputed three charges on January 9th (two for $29.96 and one for $1.00.)  The dispute was assigned and closed by a card fraud investigator on January 10th.  The member received a credit for (i.e. was refunded) for all three charges on January 10th, and the $30 overdraft fee was reimbursed as well.  

   

  The charges were for a membership trial he set up with a third-party on December 1st, and the charges were debited from is account on 12/02/22, 12/11/22, and 1/9/23.  Our card fraud investigator did let the member know he will need to cancel the membership with the third-party if he wants the charges to stop.

   

  As we have already reimbursed this member, as of January 10th, we consider this matter to be closed.

  Customer response

  01/13/2023

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for ent.com to open an online checking account. I have funds in there and apparently my account is restricted because now I need to go into a branch and provide my ID. I am handicapped currently from surgery and do not have a vehicle. They told me theres no other way to approve my account which is ridiculous. Now I cannot access my funds which I desperately need.

  

  Business response

  12/12/2022

  Thank you for allowing us to investigate this complaint.  Our online account opening rules are set up to prevent fraud from occurring; however, we do understand this potential member's situation.  We have attempted to get in touch with ********************, but have received no response.  In order for us to open an account, we do need to confirm ************************ identity.  Understanding she is not able to come to a service center, she may send us a selfie while holding up her license (or other form of identification.)  We will need to see both her face and her form of identification in the same picture.  This picture may sent to **************************  

   

  Should ******************** have any other questions, she may reach out the same email address.  

  Customer response

  12/15/2022

   
  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

  11/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened checking and savings accounts with ENT a couple of years ago because I wanted to go with a local credit union. I was reassured that overdraft protection was turned off on my accounts, and that if anyone were to try to charge my debit card for more money than was available in my account, it would be an automatic decline. However, ENT approved a fraudulent charge of $3272.89 to my debit card when my available balance was only $600, putting me thousands of dollars in the hole. They e-mailed me to notify me it was fraud, so I don't understand why they approved the charge, especially because I did not have the funds available. I informed ENT right away that the charge was fraudulent. The funds were still in a "pending" status, and ENT reps told me that they could do nothing to stop it because it had already been approved, and that I would have to wait for the funds to post before they could even start a dispute. My old bank could stop pending fraudulent charges before they even go through. The charges never should've been approved in the 1st place because the funds were not in my account. *** also declined to increase my online funds transfer limit to allow me to transfer my balance to an outside account so that I could try to protect the funds still remaining in my accounts. I had to take PTO from work to visit a branch in person to withdraw my remaining funds. The entire debacle never would've happened if ENT had not approved the fraudulent charge and overdrafted my account.

  

  Business response

  11/28/2022

  See attached document. Thank you 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/2/22 at 1:41pm, I went to *********** *** in **********************. Its in the parking lot at ******** After putting in my ***** Fargo card it says it will assess what functionalities I can do at that ***. It had the option to deposit money into my Checking or Saving account. I selected deposit into my savings and I wanted a receipt. The cash door opened. I inserted $60. Look at the screen. Its shutting down. Like a computer. Screen went black. I waited for 20 minutes to see if it would spit out the money or start the transaction from where it ended. It did neither. My money wasnt in my account either. I called ENT. I did the chat online with ENT. The *** had the option to talk on camera with a teller there. I did all three. Everyone said I had to file a dispute with ****************. Then they will audit their ***. I disputed it with ***** Fargo. It was denied. They said its ENTs machine and that ENT needed to look into it. *** is refusing to fix it and Im at a loss on where to go next.

  

  Business response

  11/16/2022

  Thank you for permitting us to research this complaint.  We are sorry ************ had trouble at our ATM.  Initially, it should be noted not all financial institutions participate in ATM deposit capabilities, and most only allow deposits at their own ATMS or within shared deposit cooperatives.  Ent participates in ***OP Shared Deposit services,which does not include ***** ************ ***OP only supports credit unions.  In other words, you can make a deposit at an Ent ATM into an account at some other credit unions; however, you cannot make a deposit at an Ent ATM for an account at any bank, including ***** ************ ***************** would be accepted by our ATM, but the transaction would not fulfill the deposit request, since ***** Fargo isnt a ***OP member.  If it was, Ent would work directly with them to affect the deposit. 

  
  Here, as a service to ************, we request she provide a contact name and number from ***** ************ We will work directly with that individual to resolve the dispute and make sure the $60 gets to her ***** Fargo account.  We will be able to cut a check directly to her or to ***** Fargo on her behalf. 
  Please reach out to ************* to provide this information. 

  
  We look forward to working with ************ and her financial institution to resolve this issue. 

  Customer response

  11/16/2022

   
  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

  10/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of transaction 10/21/22 had a loan company I applied with money hasnt gone in to my account yet it has been 2 days i have had numerous other complaints my account was frauded so they punished me and took away my online banking and cant deposit checks through online or atm

  

  Business response

  10/28/2022

  Thank you for allowing us to look into this matter.  This member previously disputed four debits from BrightLending, so a stop payment was placed on his account to prevent any future transactions with that company.  Now, BrightLendingwhich appears to be the company with whom the member applied for a loanis attempting to make deposits into the account.  The previous disputes are why the payments are not able to be made.  The stop payment has been adjusted so the member may receive deposits from BrightLending.

  
  Additionally, because this member was a prior victim of a scam and identity theft, his online banking and ATM deposit capabilities are restricted, and all checks are manually reviewed, as a service to help prevent further losses.

  
  Two Ent employees have called and left this member a voicemail to further explain why his loan proceeds did not deposit and why his account is restricted. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car repossessed 9/9 or 10. I have had to call to get info about my car. I have also asked for copies of my file every day for two weeks. One call led to me finding out my ck (clrd 9/13) was put into a svgs acct that I didn't consent to or sign for. I never recv'd a **** for 2021 interest paid. As of this date I have not recv'd paperwork from either Ent or Midnight Recovery the towing company. I have no idea what's happening with my car or money.

  

  Business response

  10/06/2022

  See Attached Response 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied online for a free checking account on 8/22 and was approved. The next day, I logged in to the fund account and it said my account was restricted. I called customer service and was told they could not verify my identity and I would need to visit a branch. It's unclear as to why my account would have been approved in the first place if I did not pass the ** verification. I am a disabled individual and do not have access to transportation. I would like the credit union to honor the ADA ********** with Disability Act) and help me verify my account another way. I would be happy to provide any documentation requested by mail, fax, or email.

  

  Business response

  09/07/2022

  Thank you for allowing us to investigate this complaint.  At Ent, our Fraud Analysts review online account openings daily and--for the safety and benefit of our members--will restrict an account if they see something trending.  For this specific account, the account was restricted because the member's previous account was opened but never funded, so it was automatically closed.  The current account was not funded either.  Additionally, on the previous account, this member listed a different occupation than he did on the current account.

  Our *********** representative did speak to this member and explained why the account was restricted and that he could visit a service center to verify his ID.  He was very understanding said he would visit the service center.  Our representative asked if she could look up the center closest to his location, and he told her he knew where one was and would go to it.  At no time did he state he was disabled or unable to make it to the center.  Had we known that, we would have offered him an alternative means of showing his identity.

  Since we now know the member is unable to make it to a center, he can send a picture of the front of his government-issued ID, along with a "selfie" of his face, to ************************** If possible, we would prefer he also includes a "selfie" of himself holding his ID near his face as well.  

  Please let us know if any further information is needed. 

  Customer response

  09/09/2022

   
  Complaint: 17897301
  
  I am rejecting this response because: I sent the email as requested, but have not received a response yet. 
  
  Sincerely,
  
  *******************************

  

  Business response

  09/12/2022

  We have spoken to this member and taken care of his request.  

  Customer response

  09/12/2022

   
  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

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ent has started charging nsf fees for declining payments, and not allowing for refunds. They changed their rules this year to only allow 4 refunds for nsf fees and to not refund overdraft fees. It is unbelievable how often they are charging nsf fees now, for declining a payment. My entire account was wiped out by fees. This is highway robbery and makes me think ent is struggling so trying to make money other ways. I no longer want to bank with them, but I want my money back. I also want a way to close my account without accruing more fees. Do not bank here people, they arent good anymore, they will charge you for anything they can.

  

  Business response

  08/22/2022

  Ent Credit Union (Ent) has reviewed the complaint filed by *********************************. We appreciate the opportunity to investigate the allegations.
  
  On January 1, 2022, Ent changed its business practice concerning refunds of ****************** and Courtesy Pay fees. Since the Courtesy Pay program provides a service to our members, in that we pay the amount of the debit the member is unable to pay rather than the member being denied a purchase at the point of sale, we no longer refund those fees. In order to maintain consistency across our membership, Ent also set a limit of four ******************* (NSF)fee reimbursements allowed per account during a calendar year.
  
  ******************* has accumulated 28 NSF fees since January 1, 2022. Four NSF fees were reimbursed in January and February 2022 per Ents business practice.
  
  Ents recommendation to prevent future fees would be to utilize our online banking services to review the available account balance and any outstanding debits prior to initiating a transaction.
  We would like to assist ******************** and request she contact us directly for financial education services. Should ******************** still desire to close her account, she may contact us either via phone or at a service center and we will assist with her request.
  
  We appreciate the opportunity to review the complaint and look forward to assisting ******************** in the future.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In order to address the following series of events that occurred during the month of July into August I will reference loan # *****************.Between July 1-6, my granddaughter, Alexandria and I, *************************, contacted ENT Credit Union to initiate a Home Equity Line of Credit for a property I own, ************************** July 8th we again contacted ******************************* for a pre-approval letter as we were attempting another project that we needed this letter for. Per our request the letter was sent via email to my granddaughters email address.On or around July 27th, we were contacted by ENT Credit Union and advised to go to the *********** location on July 29th at 3:00 pm, where we would consummate the loan.On July 29th, we arrived at the *********** location at the specified time where we engaged in an interaction with Ms. ******** **********. We, my granddaughter, and I, attempted to ask Ms. ********** to assist us in understanding thoroughly the terms of said loan prior to signing the documents.. Ms. ********** at first, seemed annoyed at our questions, even going as far as to roll her eyes at us as we were asking questions which were just standard questions to understand what we were doing. After a period of time of going back and forth, and sensing her annoyance, I relented to the pressure of just signing the documents, as I was uncomfortable with making a scene. After signing the documents, I took the weekend to read and to thoroughly understand what it was that I had signed. After doing so, I could not 100% agree to the terms denoted in the agreement. I wrote up a refusal letter on July 31st. On August 1st I again returned to the *********** branch where I attempted to turn in the refusal letter. Ms. ********** refused to take my documents and spoke to a supervisor. She left me waiting for a long period of time. After Ms ********** again refused to accept the document, I went to a public notary, where I got my refusal letter notarized and turned the lett

  

  Business response

  08/12/2022

  ******************** signed loan documents on Friday, July 29,2022 for a HELOC loan secured by his rental property located at ******************************************************************, **.  On Monday August 1, 2022, ******************** came to our *********** service center wanting to tender a 3-day right of rescission notice for the loan.  It was explained to him that the 3-day right of rescission only applied to loans secured by an owners principal residence, not a rental property.  ******************** disagreed with our position.  After conferring with management, we closed out the loan and reimbursed ******************** for the fees associated with the loan closing.  We are sorry ******************** was not happy with our explanation of his HELOC loan.  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple accounts with ENT Credit Union. I recently opened a new account and apparently it was set up without my knowledge with Courtesy Card. For an $11.99 transaction and a $5.39 it resulted in over $60 fees. I would like my refund for the Courtesy Card fees. The account # is *************. I'm very disappointed in ENT when I called and was told by a supervisor ***** that this was a **** pay and that even though none of my other accounts have had a courtesy card fee and have had that feature turned on because this is something THEY offer and I apparently have to turn off I am to eat the $60. I have never agreed to the Courtesy Card feature and believe that ENT is purposely trying to scam people with hidden fees.

  

  Business response

  08/07/2022

  Thank you for allowing us to look into this matter.  We have reimbursed the $60 in fees and have left a message for this member to contact us.  We truly apologize for the inconvenience.

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