Complaints

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through a solicitation I received in the mail, I signed up for the ******** Credit Card. Part of the reason for getting this card was the generous 5% that they offered for certain categories such as home utilities. Based on the solicitation, I decided to get the card. I selected Home Utility for one of the 5% categories and incurred a convenience fee in order to pay my home utility, ******** ******* Utilities. The transaction posted at 1% and when I called I was told this was an obvious mistake and that it would be fixed. When it was not fixed, I contacted Ent again and was told that **************** Utilities, despite posting with the merchant code was not considered a utility as they do not have utility as their primary business. I am surprised as Ent is headquartered in **************** and I would imagine pay a monthly **** to their utility company, **************** Utilities. When I spoke to a supervisor I was told that this often happens when a business conducts business in more than one category, such as Wal-Mart. I checked the *** website and saw that they primarily sold - utilities such as water, gas, and electric. I could not order clothes or groceries from the *** website as they did not offer that, like Wal-Mart. I was then told that the terms and conditions said that there are some guaranteed home utility companies, but that the "millions" of others "may or may not" count towards the additional reward. Ent's policy seems to be-we don't know what reward you might receive, but get our card and maybe, you might just possibly could have the utility company that you have providing your home utilities count as home utility. But, and I am adding my own interpretation, we will decide and you'll find out after you paid your ****. If we don't want it to count, then it won't, too bad, so sorry, try something else and even if the merchant code is the correct one, we decide-logic, fairness, and basic common sense doesn't apply as **** determines what is a utility.

  

  Business response

  06/29/2022

  Thank you for allowing Ent Credit Union (Ent) to review the complaint filed by *******************************. Our records confirm ******************** enrolled into the quarterly bonus rewards categories on June 5. At the time he enrolled into his selected categories, a confirmation email was sent informing him letting him know it would take up to three business days after activation to earn cash back. He was enrolled into his selected categories on June 7. As the purchase with COS UTILITIES EZPAY took place on June 6, it did not qualify for the additional cash back. We apologize for any misunderstanding that *** have occurred. We have credited the additional $7.55 to his reward balance as of June 29. Additionally, our records confirm he was awarded an additional $25 in rewards when he spoke with our ***************************** on June 16. This $25 will be available on his July billing statement.  We look forward to continuing to serve ******************** in the future.

  Customer response

  06/30/2022

   
  Complaint: 17486388
  

  This was not the reason initially provided.When I contacted customer care the story was that my purchase specifically qualified but that due to a glitch it did not properly post.I was told that the credit would post in 1-2 business days. At that time, there was no mention that my signing up for the program did not immediately enroll me in the program. I signed up for the program, waited over a day, checked my account and the account showed I was enrolled in the 5% reward from April - June. Nothing on the system said my application for enrollment was pending. As such, a reasonable consumer would expect that if a system says you are enrolled in something, then you are enrolled. When my credit did not post, I contacted ENT and eventually US Bancorps which oversees the division that handles the ENT branded card. It was then that I was told, on a recorded line,**************** Utility did not count as a utility. I do appreciate that I received a "courtesy credit" but the concern I have is deceptive business practices and truth in advertising. Either I was not enrolled (which is not what US Bancorp states and the system says I was when I made the charge) or **************** Utilities is not a utility (which ENT does not mention or address, ** Bancorps says that is why the purchase did not show up at 5% and **************** Utilities says they are a utility company). What is the truth?That is all I ask.Mr. *********************, CEO of ENT stated: "We are grateful for the trust our members have always placed in Ent to help them improve their financial quality of life." Trust is critical when dealing with a financial institution and when I was getting different stories from customer service, that is why I filed this complaint. Now, ENT has developed a new version despite the fact that the system said I was enrolled at the time of purchase and Bankcoprs that runs the program did not say this was an issue. 

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I co-signed an auto loan for my daughter with this bank last year. When her credit became stable, we went to the Pueblo branch to refinance the loan in my daughter's name without my name on the loan. This process was started in March of 2022. The balance was supposed to be paid off on the original loan so that it was closed out. Well, I happened to log into the old account to make sure and it showed a $4.21 balance which was now overdue, so I paid this balance and thought all would be good. Well, it wasn't. I received a credit monitoring notification on May 6th saying that my credit score had dropped and when I logged in I found that ENT had reported my account as delinquent (30, 60, 90 past due). I called the bank line and talked to someone who couldn't give me any solid information so they sent my information over to a credit collections specialist who they said would call me back. I received a call within a couple of hours and learned from this person that the loan was not fully paid off and that cents (literal cents) were left in the balance. I explained to him that I was a co-signer and my daughter refinanced the loan with your bank again so that I was in her name so they basically paid themselves off and obviously did not do that correctly. I also never received any letter or paperwork stating that there was even a balance in that account still even after I stumbled upon the $4.21 that was showing in the online banking portal. So, now because of their mess up, my credit score has dropped 48 points for something that was clearly not my fault, Now I have to wait until they retract it which can take up to 10 business days which will not show in the credit score, only the credit report. Also on top of that, my daughter just totaled this car and the insurance now needs to pay it off and I find out that they never submitted the title to be changed over to her name until today (5/9/22) when the insurance called to get the balance to pay it off. Bad practices for sure

  

  Business response

  05/13/2022

  Please see attached response. 

  Customer response

  05/18/2022

   
  Complaint: 17182898
  
  I am rejecting this response because:

  
  

  Although I appreciate the detailed account of what occurred, it is still disturbing that this was not communicated from the beginning. I honestly believe I would not be in this position had this whole process been followed through step by step. If I would have never logged into the account again on March 30, 2022, I would not have known there was even a small balance of ****. Nor did I understand that the time it took to process this miniscule payment that the account would occur 2 cents in interest. Again, no communication. There was no communication of there even being a balance still on this loan. Before we left the bank, I asked if we should still make a payment and all I was told by the loan officer was to allow the paperwork to process through and we will get back to you. We didn't even get a new payment due date before we left or in the mail. I had my daughter go to the bank so we could find this out and was told we were after the due date for the new payment which again was a shock because there was no communication of this. And really what disturbs me is that I was reported delinquent for 2 cents. That is just wrong, especially since we refinanced with the same bank that held the original loan. And I was the co-signer on this loan and it was only reported to my credit and not my daughter's as well (which I am thankful for), but again no communication. 

  I also want to point out that I did not say I was satisfied with the response I was given on May 5th when I spoke with someone from the credit department. I merely accepted what was explained to me because I was at the mercy of this whole process. There was nothing I could do from my end to fix anything since this mistake or error was not on my end. All I could do is wait and see if what he said would happen. I called the *** on May 9th and they told me that the paperwork was submitted on May 9th so that is where I got my information from. I called again on May 17th and they said it was electronically sent back to ENT, so now the waiting game of when it gets from ENT to the insurance company. Now, we are again at the mercy of ENT and waiting for the title to be given to the insurance company so the payout can be made for the car, which I am sure is still accruing interest, so I made a payment for a car we do not even have just to ensure we are not put in collections again for some small amount of 2 cents. I just hoe this car can be paid off without any more errors from within this bank, so we can move on from this. I do not want another error to affect mine or my daughter's credit.

  At the end of the day, I cannot do business with a bank that gave little to no communication about a process that was all done within their own systems. Also, a simple apology goes a long way because people work hard to achieve good credit so we can get the things we need in life. I helped my daughter by co-signing this loan for her and made sure all payments were made on time and in full for over a year so she could build up her credit. This was definitely a ****** learned and will not happen again as I will make sure I call and bug people every day for information that I should be receiving when you have my business.. 

  My credit report has been updated to show account is current, but it doesn't make what happened right in any way shape or form. Have a good day.

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

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened an account with Ent with the assurance they would never pay a charge thats more than my account balance. I was not to be charged overdraft fees because they should not overdraft my account in the first place. Apple charged my account this morning for $0.99 and $22. Not only did they pay apple but they charged me $60 in fees. I called expecting that it was a mistake. They werent supposed to pay it and they didnt even give me 24 hours to fix it. They already have my direct deposit pending for tomorrow. So I was told they wouldnt do anything. I asked to speak to a manager who refused to come to the phone. But she told they guy I was talking to that shed see what she could do and call me back in a few minutes. I called back an hour later to see why she hadnt called me yet. I was put off again. I let them know that I would be complaining to the BBB, state attorney general, the **** and local media as well as sitting in front of my closest branch with a sign that says Predatory fees = Theft. Ask me why Im here. So here I sit with no call back. So Im starting the complainant process here. 1) Im not bluffing. 2) If I have to pay this $60 (6% of my monthly income) Im going to consider it my entertainment budget for the month. If they do not pay me back its going to cost them a lot more than $60. Oh and **** of America was fined $75m for exactly these business practices.

  

  Business response

  05/06/2022

  Thank you for allowing us the opportunity to respond to ********************* complaint.  Her allegation is that she was charged two $30 insufficient fund fees when her account dropped to a negative balance and two separate recurring Apple charges were charged and paid.  As a recurring payment, the Apple charges are card payments which cannot be returned like a check can.  When a member agrees to give their card online for a recurring charge, the member is agreeing with the merchant to pay for the service on a recurring basis.  Because Ent is unable to return the recurring card charges, we must pay the transaction and charge an NSF fee if the account is negative. 

  
  As such, Ent both paid the checks and charged the member two $30 NSF Fees per our Membership Agreement.  As a courtesy to ********************, and pursuant to our policy allowing four NSF reimbursements per year, Ent did reimburse both NSF fees. 

  Customer response

  05/09/2022

   
  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

  03/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Been an account holder for YEARS, had tons of money come in and out of it. 3 accounts, business, checking and savings. Haven't used it in a year or two since we moved but accidentally used it to pay a credit card, was notified a week later that it bounced and I was charged an overdraft fee. First time in the history of my accounts it has happened and the bank has never been more hostile and determined to collect the $30. My wife and I have been dealing with surgeries from a car accident and accidentally used the card and the bank doesn't care. AS A CREDIT UNION they are the most unfriendly group of employees ever. Even the biggest banks wave the occasional fee. This is ONE TIME and you are just another giant bank that cares little about what us, the owners, actually think and feel about your policies. Absolutely unfriendly and I will refuse to ever use ENT again or ever recommend them. Over $30 they are doing this to me. I even paid it back as soon as I found out but they are hostile, aggressive and care little about the actual OWNERS of the credit union, the "customers."

  

  Business response

  04/04/2022

  Thank you for allowing Ent to review this complaint, which we have been able to resolve with the member.  Based on the complaint, the member accidentally used his Ent account to pay a ****. On March 25, 2022, the charge posted and Ents ******************** worked as intended by paying the item, even though the members balance did not support it. Courtesy Pay is a member service which allows the account to go negative up to $300 to prevent the payment from being returned as a non-sufficient funds (NSF) item,which typically incurs additional fees from the payee. Ent charges a $30.00 fee each time the service is utilized.

  
  In the complaint, the member mentions this was a one-time occurrence due to extenuating circumstances caused by a car accident. As a member service, Ent reimbursed the $30 fee to the members account on March 30, 2022. Ent contacted **************** and he was satisfied with the outcome.

  
  We are happy we were able to resolve this issue with our member.

  Customer response

  04/06/2022

   
  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,
  
  ***********************

*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. ↩