Complaints

• Initial Complaint

  04/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Was sent an email for an easy fast cash loan, I responded and was denied. No problem but the next day my account was charged $20. In my opinion when your credit union sends a fast easy cash loan opportunity they should be up front about the cost of applying. I have the email if needed

  

  Business response

  04/30/2024

  Hello
  We are responding to the complaint from ****************** regarding the $20 loan fee. The amount charged was not because the loan was denied but an application fee for the loan. We have attached a copy of the disclosure all loan applicants receive before the loan application is processed. The $20 fee is listed, and the applicant has to agree to the $20 fee. Applicants are also told itll be debited regardless if the application is approved or denied. As a one-time courtesy to ******************, we refunded his account the $20 application fee. 
  
  
  Please let us know if you have additional questions.
  Thank you,

  
  *********************************
  Director of Compliance
  Indiana Members Credit Union

  Customer response

  04/30/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  02/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 09/08/2023 my daughter went to the Indiana Members Credit Unions *************** location and completed paperwork for an auto loan. She talked with *********************************. I had previous talked to ********* to see if I qualified to co-sign giving her my social security number. I told my daughter I would not co-sign a loan for the jeep she had in mind, knowing that shed have a hard time paying for it. On 01/29/2024 I received a voicemail from the *********** branch that I was a co-owner on a jeep and it was 45 days past due. Calling my daughter all she said to me was she is afraid of going to jail. I went to the *********** branch and talked with *********. She printed out the loan agreement that was signed by me through docusign. Apparently my daughter set up an email with my name on it and signed my name from a signature on a drivers license. The bank declined my request to follow up with finding the ** address for the email to determine that I never received the loan documents and their legal department said I signed the loan documents. I have since filed a fraud claim with docusign. Also, the address on the loan documents is not mine as is the information about my income and it also states that I rent my residence for 2+ years when actually I own my residence for 3+ years. I feel they committed loan fraud and would like to be released from the loan and my credit restored.

  

  Business response

  02/23/2024

  ******************** contacted our *********** branch and provided her information to the branch manager to be added as a cosigner on her daughters auto loan. The loan could not have been approved without a cosigner. The manager took all her information and even received a pay stub from ******************** to verify employment. When the loan was finalized, the documents were sent via DocuSign, and the signatures matched the signature from the drivers license we received. If there is a dispute between ******************** and her daughter over the validity of the signatures on the loan note, we recommend that a police report be filed. Unfortunately, we cannot remove ******************** from the loan because a cosigner was a condition of approval.

  Customer response

  03/07/2024

  This complaint has not been settled and I have filed a police report (attached) sent with my prior affidavit (attached) that I had given Indiana Members Credit Union.

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

  Customer response

  03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  This complaint has not been settled and I have filed a police report (attached) sent with my prior affidavit (attached) that I had given Indiana Members Credit Union.

  
  Regards,
  
  ***************************

  
  

  

  Business response

  03/15/2024

  Hello

  I have been working with our CEO, *********************, and Chief ***************************** *********************, on the initial complaint and this response.  
  
  The complaint response indicated there was a police report attached, but we have not been able to view that attachment. We would appreciate a copy of that police report. We are cooperating with law enforcement at this time. Since a police report has been filed, we are at their mercy for now and must follow their direction so we do not interfere with their investigation. 

  Thank you,
  *********************************
  Director of Compliance
  Indiana Members Credit Union
  

  Customer response

  03/29/2024

  This complaint is not resolved and is currently under police investigation. 
  ************************;

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** took money out of my account for fees not disclosed at the time of opening . They have incorrectly added fees onto my account. They have also purposely with held my credit card application. Then they ran my credit without my knowledge or permission. I just want all of my money back and fees returned.

  

  Business response

  08/17/2023

  ************** claims that account fees were not disclosed to her but they are included in the Membership Agreement that she signed on May 25, 2021. ************** continues to get NSF fees because she has authorized ACH payments from her account and she does not maintain a balance high enough to cover the payments that she has authorized. She called to complain and she had several fees refunded but she is unhappy that not all of them have been refunded. She also states that we have purposely with held a credit card application, that is not correct, she was denied a request to increase the limit on her credit card. She also states that we ran her credit without her knowledge however this was likely done when she asked for an increase to her limit. 

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They have put my account in the negative for charges I keep asking them not to allow . This is an ongoing thing and they have took hundreds out of my account. I have them on video and me telling them months ago to stop these charges . Also my car insurance is through them , they havent paid off my wrecked car and its been months and they keep reporting late charges to my credit report, but they arent late , they are supposed to be paid off , I have the video conversation with me and the insurance company and they said it was supposed ti be paid off .
  
  Regards,
  
  ********************

  
  

  

  Business response

  09/20/2023

  This is in response to complaint ******** dated 9/18/2023. ************** received $96 in fee refunds on 7/24/2023.Since then, she has received four additional NSF charges. The reoccurring ACH debit from ***** has not been terminated with us or the entity. **** told ************* we could do a stop payment and prevent the charge from happening again,but we do not have a signed stop payment on file for *****.
  
  Regarding the totaled vehicle,we found that the initial claim with Allied was filed by ************** on 7/25/2023. On 8/30/2023, Allied requested documentation from IMCU, which was provided the same day. Allied noted that they are waiting for ************** to provide a copy of the police report. Our loan agreements state that members must maintain monthly payments until the loan is paid in full. The loan was due 8/25/2023, so although it is delinquent, it has not been more than 30 days late.

  

  Business response

  09/20/2023

  It is disappointing that ************** was able to reopen this complaint after she missed the deadline to respond. Her unwillingness to respond is the root of the situation, both of her complaints could be resolved if she would take action but for whatever reason she refuses. She advised me on the phone that she would continue to complain if we didn't giver her what she wants. We have tried to resolve the situation but she will not act. These repeated complaints seem to be an abuse of process. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2023 I purchased a home in *********, and moved shortly thereafter. I did not immediately close my IMCU account so that check could clear. In December I called the branch office and spoke with ******, who gave me an email to write to to request the account be closed. She said once they received it they would issue a check to refund the credit balance. I wrote the email and heard nothing. In late January I called back and whomever answered said I had to contact the corporate office and gave me the number. I called them and they said that I had to mail a letter, gave me the address. I heard nothing in response to the letter. In February I called the corporate office, they said they had not received anything and that there was now a balance due (I assume for charges and fees). I asked if I could pay over the phone and cancel now, they said no, so I resent the letter expecting to receive a bill. Its now March 16th, a month and a half has gone by and no letter. This is a nuisance for me, and profitable for them, since they are charging some kind of fee (they said they could not give the amount over the phone). I have no idea how much I owe and my best effort has resulted in no response. I am sure this adversely effects my credit as well.

  

  Business response

  03/22/2023

  The account wasnt closed because there was a negative balance.The first documented communication we had with ************** was on 2/20/23 (when we received a letter dated 2/14/23), and the account was already negative at that time.Member Services talked with the member and let ************** know the next steps to close the account, but there was no additional communication. We have refunded some fees on the account and brought it to $0 so it could be closed. We have mailed a letter to ************** to provide confirmation of the closed account. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please be advised that this is more a cry for help than it is a complaint. On March 22, 2022 at about 7:30-7:45am *********, **. time, I attempted to log into my banking account. I have conducted business with this credit union for more than 20 years and would like to continue to work with them. Again, this is a cry for help over a complaint. As I tried to log in, I got a completely different telephone number and a completely different e-mail address for my account. So I logged out and tried several times to no avail with the same incorrect information. I then called customer service and as always they reset my password and secured my account with my information. What concerns me about this transaction is, I was told that the system had been updated over a year ago, and everything had not transferred properly. I was also told that incorrect information that came up on my failed attempts were at one time mine. So. again because I have been with this very fine establishment for more than 20 years I checked and found no record of the information that came ** in my failed attempts to log in. Does someone else have my information, Did I somehow overlook the change information or update of my banking system or was I not even notified? These are the questions that prompt this cry for help. This institution has a great deal if not all my financial information. May I be assured that my income is safe from fraud and my privacy not violated.

  

  Business response

  03/29/2022

  Indiana Members is reaching out to the letter to provide additional information. Compliance worked with our online services department to investigate the complaint ************************************** submitted. In the complaint, ***************************** stated she couldn't access her account on 3/22/22 and contacted our ************************** and was told her information didn't transfer over from our online banking conversion that took place over a year ago. Upon investigation, we discovered that the account had been accessed on 3/21 and 3/26, but nothing took place on 3/21. We also were able to verify that the account had been accessed for months from the same desktop in ********* without issue. 

  The letter that we are sending ************************************** provides this detailed information and explained that the issue could have been an incorrect username/password. We are also letting her know that the information she told by our ************************** is correct, we do see some accounts that have old information flooded over, if they have not accessed information since our conversion. Since we were able to verify that ******** account has been accessed since our conversion, we can confirm that the information she was told, although correct, did not apply to her particular situation. We also are asking that she confirm that no other individuals have been able to gain access to her account through the computer at her house. If not, then we do not see any indication that her information has been compromised at all. The email and phone number have not been updated since October of ***************************************************************************************** *********. We told her if she had the information that was displayed incorrectly on the 21 when she was trying to log in, then we could possibly try and trace that attempt. Otherwise, we have no indication that there is an issue with the safety of her account. 

  The letter to ************************************** will go out in the mail today, so she should have it by Friday or Monday. Please let me know if you have any additional questions. 

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

  Compliance Manager

  Indiana Members Credit Union

*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. ↩