Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled a dispute and have not received back my money

  

  Business response

  11/02/2023

  Transcend does not currently have any disputes submitted by our member, ****** ****. We require a completed dispute form to identify and process any disputes. As of this time we have no communication from the member regarding what items they are disputing. We have attempted to reach out via the phone number provided with the BBB complaint and received an automated message stating the party was not currently accepting phone calls. We have also reached out via email to the member, requesting them to call us back to discuss this issue. As of this writing, we have not been able to reach our member and we have not received any communication from our member regarding our attempts to do so. We are not able to assist our member until further information is received. Our member can reach Transcend at ###-###-#### to discuss this matter.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about July 17th ,or the 18th, 2023. While at work which is Walgreens that's located at the corner of Dixie Hwy and Lower Hunter Trace. I was working as a Cashier. A customer come in the store and while I was helping another customer this women that came in went behind the counter and open my purse taking my debt card along with my food stamp card. I didn't know that my cards were gone until I was going to purchase me a drink. As I looked in my purse I didn't see my cards, I couldn't believe they had disappeared so I ask my manager to look at the store cameras that is when we saw this woman coming behind the counter , she had taken my things. The lady spend several hundreds of dollars at Kroger which is directly across the street. She then spent more money from my card at the Liquor Store and other places. The total of about $1000, or more. The very next day, I went to TRANSCEND CREDIT UNION on Dixie Hwy which is where I bank with and reported the incident. They did not do a stop payment on anything, I had already ordered the police report. they told me that it would take a couple days before the report comes back. The Officer called me and I got the report and MY Grandmother took it directly to TRANSCEND CREDIT UNIION and gave it to the rep which was a man at the first window. He called me because he had other questions that my grandmother could not answer. I was at work which is why my grandmother took care of my business for me. This was for security reason, so he ask me a security questions then he hung up. Secondly I spoke with ********* ******, I was told that he was the person for FRAUD CASES. I told them the first time that the store-Walgreen has footage of the lady taking the items from my purse they never apologized, they never said they would get my money back, they were not helpful at all, they never said they would get the footage, they didn't say anything. On August 11th, 2023 I went back to TRANSCEND CREDIT UNION and this time I spoke with the manager ********* ******* in her Office, She called someone and ask about the cases, she said No One had reported anything and that I would have to get another police report because the one that was turned in was old. My grandmother and I went to 7th & Ormsby to which is the Police Report to get another report and on Monday August 15th, 2023 my grandmother took another Police Report back to TRANSCEND CREDIT UNION and handed that report to ********* *******. When I when back to the Credit Union on August 12th, 2023. I called Transcend Credit Union on August 14th, 2023 and ask for the Corporate Office and I was given ******** phone number, of ************ ******** I left a message for her of which I have yet to receive a phone call. I have not been able to do the things I had planned because of those things being taken from me. I am not able to get any food at this time until my Food Stamp card is replace of which I am being told that it will take 7-10 days before a new card can be issued. All monies are insured with Banks do not understand why my money has not been refunded. This is stopping me from Moving into my new apartment. etc. This incident happened at the Dixie Location which is 4652 Dixie Hwy 502-459-3000 ext# 203 which is ********* ******* location who is the manager there.

  

  Business response

  08/30/2023

  We would like to apologize for any inconvenience that our member experienced related to the fraudulent transactions that resulted from the theft of her debit card. We have discussed this issue with our member, and we have issued credits back to the members account on August 17th, 2023, totaling $736.37. As of this time Transcend Credit Union considers this matter resolved. 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had received alerts from Experian on Jul 2, Transunion on Jul 5 and Equifax on Jul 7 stating a potential delinquent account past due from your facility. I had paid in full my loan and closed the account in Jun. I had visited your facility on Jul 3 at **** ********* *** *********** ** ****** I had shown the alert that I had received from Experian on Jul 2. The bank teller stated that the account is paid and closed and didn't understand why I was receiving the alerts.

  

  Business response

  07/17/2023

  We would like to acknowledge receipt of your concern we received on July 12, 2023. We take customer feedback seriously and strive to ensure that each member's experience with our credit union is positive and satisfactory. Therefore, we appreciate your willingness to communicate your concerns to us and allow us the chance to address them promptly.
  
  After a thorough investigation into your account records, we confirmed that on July 13, 2023, we made a formal request to all three major credit bureaus to ensure that your accounts are accurately reflected with on-time payments and no past due amounts. This request was intended to rectify any adverse notices on your credit reports that may have been in error or caused by any unintended circumstances.
  
  If you have any further questions or concerns regarding this matter or require additional assistance, please do not hesitate to contact me directly at ************ or via email at ********************************

   

  Customer response

  07/18/2023

   
  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,
  
  ***** *****

  
  

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• Initial Complaint

  05/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A couple of months ago my wire transfer was promised to be sent on the day I came in. 3 days later it still hadn't been sent and it effected my credit score. There was no compensation resolution or proper accountability. Presently and for the last couple of months another one of my acct are still having transaction being made and fees taken out. The account is a deceased account holder for a year now. I'm on the account and was promised no fees will be taken out and it will remain partially open for all of the reversed unauthorized transactions to be back deposited. I've called the branch manager and left messages twice at this point regarding the matter. I also spoke to an account representative that said she will send it up for review and the account needs assistance immediately because of the transaction no one has returned that call either. At this point I feel discriminated.

  

  Business response

  05/23/2023

  Transcend Credit Union is in receipt of *** ********** complaints about a prior wire request and some fees assessed to an account she is joint on.  We have tried several times to contact *** ******** by phone but have been unable to reach or leave a voicemail.
  
  *** ******** visited our Bardstown Road Branch on February 21, 2023, requesting to complete an outgoing wire transfer. All members must complete an outgoing wire form that contains pertinent bank account information required to successfully initiate a wire.  *** ******** did not have the required bank account information with her to send the wire. *** ******** had previously sent a wire to the same beneficiary, so she asked we retrieve the bank account information from her prior wire requests.  Wire documentation is not kept at the teller line and must be requested from the back office. The teller informed the member she would contact the Accounting Department to help locate her prior wire form.  *** ******** became frustrated about the process and time it was going to take to retrieve the wire information even though the responsibility to provide the wire information is on the member. *** ******** waited a short time and left stating she would call back and speak to a manager.  The wire was never processed because *** ******** never completed and signed the wire request form. 
  
  *** ********** second complaint involves a membership receiving a $3 monthly statement fee that is assessed if not on e-statements. Transcend Credit Union has credited back the thirteen (13) $3 fees for $39 and removed the statement fee going forward until the account is closed.
  

  Transcend Credit Union considers this matter closed. 

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