Complaints

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear Mr. Christopher *. H*****,CEO, IC Federal Credit Union, I hope this message finds you well. I am writing to bring to your attention a matter regarding my credit report that has caused me great concern. Upon reviewing my report, I was surprised to discover a late payment reported for June 2024, marked as 30 days late. I have always strived to maintain a positive and responsible relationship with IC Federal Credit Union. To the best of my knowledge, I believe I made my payments on time whenever I received my statements. I suspect that either my monthly statement may not have reached me, or this oversight occurred during a particularly challenging period when I was grieving the loss of my two brothers and coping with depression. I communicated these personal hardships to your customer service team, who assured me that I need not worry. Given the strong relationship we have built over time, I kindly request the removal of this 30-day late payment from my credit report. I believe this incident is an anomaly and does not reflect my otherwise impeccable payment history. Additionally, I ask for the refund of any late fees that may have been assessed as a result of this oversight. As a loyal customer, I respectfully reference the provisions of the Fair Credit Billing Act (15 USC 1666b, 1681i, and 1692g), which emphasize the importance of accurate billing and reporting. Due to the potential inaccuracies and the circumstances surrounding this situation, I urge you to review my account and take the necessary steps to correct this matter, including the immediate removal of the late payment from all credit reporting agencies. I trust that we can resolve this issue swiftly and amicably, avoiding unnecessary back-and-forth that could detract from the positive experiences I've had with IC Federal Credit Union over the years. I greatly appreciate your understanding and look forward to continuing our excellent relationship moving forward. Thanks

  Business response

  10/29/2024

  Please be advised that I spoke with ******** ***** ****** on September 16, 2024. I told her we will remove the 30-day late payment from June 2024. The 30 day late was removed and submitted to the respective Credit Bureaus the same day. 

  Further, I offered her 2 Free Skip a Payments for the months of August & September 2024. After the Free Skip a Payments were posted. I again spoke with ******** ***** ****** on October 7, 2024 I told her she could apply online to refinance the remaining loan balance as the vehicle was totaled and we received the Insurance Proceeds from her Insurer, this would result in a reduced payment for the remaining balance. ******** said she would prefer to give the application over the phone. I asked ******** if she was satisfied with our response & action. She said she was -I asked her to speak with the BBB and notify your office to close the file. She said she would.

  A member of our Lending team called ******** but did not hear back from her on October 7, 2024, but has not hear back from her. 

  I will call ******** this afternoon (at the end of her workday). 

  This matter was addressed right away, I expected that she had asked you to close the file. 

  Today is my first day back, I have been off since October 18th. 

  Please contact me if you have further questions @ ************.

  Thank you, *** *******, AVP, Loan Resolution

   

   

   

   

   

   

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  IC Credit Credit Union upgraded their system which left to their EFT breaking and my automatic payments not being withdrawn for my auto loan. I received a call from the collections that I had not made a payment and I made a payment over the phone to cover the missed payment. I was also told to call customer service to waive the fee, fix my **********************, and set up autopay. I called on 6/20 for this reason and that my over the phone payment had not been applied to my auto loan. They said they had to open and investigation and call me back. Nothing has been fixed. I want the $494.96 applied to my auto loan, my credit fixed, and auto payments set up.

  Customer response

  06/24/2024

  I am still missing the $494.96 I made to my auto loan on 6/13/2024.  The amount was withdrawn from my DCU account on 6/17/2024 and IC Federal Credit Union has no idea where it is or what has happened.  The payment has not been refunded to me or put towards my auto loan.  I am now 3 days late paying my auto loan because of this error and I am missing $494.96.  I have made and received numerous phone calls and there has been no resolution.  Please assist.

  Business response

  07/10/2024

  *************** was made aware of this on 7/2/2024 when you and I spoke, and you forwarded the complaint to me. I called ****** on 7/2/2024, we spoke briefly, she said she had to go to a meeting and would call me back. I did not hear from her. I called her again 7/9/2024 and sent the following e mail which I have cut/pasted below. I still have not heard from her. Please note there was no impact on her credit report as a result of the system upgrade. 

  E mail to Lauren ************* style="font-size: 0.875rem;">

  Hello ******- The Credit Union received notice of your complaint to the Better Business Bureau. We are sorry to hear of the problems and inconvenience that you experienced as a result of the system upgrade.
  
  I called you to discuss the matter on July 2, 2024, we spoke briefly but you were not able to talk.
  
  I did not hear back from you; I also called today and left a phone message for you.

  Please call me at ************ so we may discuss this matter.
  
  Thank you. - ***
  
  ***************************
  Assistant Vice President

   

  Please let me know if you have any further questions. Thank you. ********************* (************)

   

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They changed vendors for my car payment without notification. I have no a lot notification. It was always taken out of my checking with DCU. You get a busy signal when you call the bank. I tried to pay **** late **** over the phone like they told me. It jumped to June, that was not the past due one I wanted to pay. So frustrating ****************************************** ************

  Business response

  07/12/2024

  Please note that I called ****************************************** on July 1, 2024, and left a message for her after I spoke with ********************************* of the Better Business Bureau. I followed up with an e mail to ***** on July 10, 2024, to e mail address: ****************************** 

  Text of e mail: 

  Hello *****- I am trying to reach you regarding a recent complaint that you filed with the Better Business Bureau.
  
  I had left a message for you on July 1st and again today.
  
  Please call me at ************.
  
  Thank you-***
  
  ***************************
  Assistant Vice *********************************************** ****************************************
  
  O:   **************
  E:    **********************************************************            W:  www.iccreditunion.org

   

  I did not hear from her. 

  I called ***** this morning, I spoke with her, I apologized for the frustration that she experienced. I confirmed that she is due for 8/18/2024. I told her that I will review the account and refund any late charges paid and that there are no late payments of 30 days or more. I will call her today with that information. 
  

  I will have someone call her to assist with establishing her online banking if needed. 

  Please let me know if you need anything else. - ***

   

   

• Initial Complaint

  05/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am lodging a formal complaint with the Better Business Bureau regarding the actions of the Credit Union in repossessing my vehicle on 5/13/24 without prior written notice. Initially, we had agreed on a payment plan involving two payments and the skipping of two installments to ensure I remained current. I am now in a position to settle the outstanding amount, having provided the requested funds and bank statements. However, as a recent buyer of a local crystal shop I lack sufficient documented proof of income. If the Credit Union proceeds with auctioning the vehicle, they will not recoup the remaining loan amount, and I will be burdened with additional repossession charges. Despite my efforts, the Credit Union is unwilling to return my car. I am willing to rectify the overdue payments promptly to avoid repossession and further financial strain. I feel exploited by the Credit Union's actions and strongly believe they should do more to resolve this matter. It is my hope to settle the arrears, continue making payments, and prevent a repossession from tarnishing my financial record. I have also lodged a complaint with the Massachusetts Attorney General regarding this issue.

  Business response

  07/01/2024

  BBB has spoken directly with the business and they have indicated they have tried several times to get ahold of the consumer to discuss the matter, but have been unsuccessful in reaching her.

*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. ↩