Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The BlueOXCU has been routinely charging extra fees during an overdraft event. There have been 2 times in the past year that I have caught the issue, this is never something that they have brought to my attention and always something that I need to bring to their attention to fight for a resolution.In the attached screenshot you can clearly see that they charged me an overdraft fee for a purchase that I had enough money to cover, even after the $35 overdraft fee I still had money in my account until another automatic bill came out.BlueOx should be held accountable for this blatant attempt to scam their customers. They should be held accountable for charging double fees to their overdrafting customers who are already struggling the most.I do not expect to see any money from this but I would like an investigation to be done to identify just how often this is happening and how much money they have stolen from their clients with fraudulent fees.

  Business response

  01/02/2024

  DATE: December 28, 2023
  
  TO: BBB of ****************, ****
  
  Subject:  Complaint Number 21037670
                Complainant: *****************************
  
  
  BlueOx Credit Union takes all complaints seriously and conducted a thorough review of this complaint letter. 
  
  BlueOx Credit Union uses the available balance to determine overdrafts and associated fees. This is outlined in our Important Terms Regarding Overdrafts supplied at account opening. It can also be found in our Overdraft Protection Disclosure on our website.
  
  On December 21, 2023, after receipt of the complaint from the BBB, one of BlueOx Credit Unions branch managers reached out to ********************** at the number provided.This same branch manager also attempted to contact ********************** on December 22, 2023, and December 28, 2023, without success.    
  
  On December 19, 2023, ********************** had 2 items clear his account as shown in his attached screenshot.  ********************** had $195.28 available in his account before the *** from ******* was presented for $210.57 due to ********************** using his debit card at the ********************* for $50.41 and at a Parking Meter for $5.06. When the *** from Chase Credit Card cleared for $189.00, ********************** had an available balance of negative $50.29. Both transactions were charged an NSF of $35.00 because the funds were not available in Mr. ********** account.
  
  On November 21, 2023, BlueOx Credit Union reversed 3 out of 5 fees that were received by ********************** when his account was in the negative as a courtesy because of his length of membership with the credit union.
  
  We have previously explained the process of overdrafts and Mr. ********** courtesy pay limits and provided alternatives to prevent additional fees from being assessed in the future. We have also already reimbursed fees outside our standard fee reimbursement practices totaling three total fee reversals instead of the standard two. We reimbursed these two additional fees on December 22, 2023,as a courtesy, resulting in five fees reversed in 2023. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Blue Ox Credit Union charges $50.00 per month for a dormant account fee. I was notified in April 2023 that my account was in dormant status and that a fee will be charged. The fee being charged was $27.86. This seemed like a strange amount and person calling said that it may be all that was left in the account. I went online and checked the my Blue Ox Credit Union account status. The account was $0.00 balance. Unfortunately when I went back into Blue Ox my account 6 months later to apply for a car loan I looked a little closer into my account. I clicked on account details and I noticed I was charged $50 per month for 7 months for a dormant account. I thought the account was empty and no one called me to say that the fee was being taken out for 6 months. When the account is in the dormant state all available balances are $0.00 so it looks like there is no money. It is only if you click around you find that there is a current balance which is different than available balance. It looks as though my account was $0.00 balance but that is not the case you have to click around to truly find out there is a balance and $50 per month was being removed. This dormant account fee of $50 per month is a ripoff. I have asked and asked for my account to be refunded but all they did was adjust one month for $50 while I am still out $350. I want my money replaced. In October when I called the credit union to complain they transferred $1 from my regular share account to the checking account to take out of dormant status. Why did they not tell me I could do that when I was first called in April. It is so difficult to deposit money in Blue Ox I tried going on a Saturday but they were closed. I work out of town and do not get back into town until after 5pm, Blue Ox is closed. There is small options trying to shift money into the credit union online.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  My car was mistakenly repossessed and damaged while I was caught up to date in my payments for the vehicle. Soon as I got my vehicle back I realized it had been damaged I contacted the bank with my concerns no one answered and no one gave me info on the company that repossessed my car.

  Business response

  04/10/2023

  A repossession order was placed on ******************************* car.  Payments were received after the repossession had already been ordered, which resulted in Blueox giving the car back and all expenses were paid by Blueox.  After the member received her car back she stated that the car was not right and felt like it was jumping.  Our Collector that was working with ******** reached out to MRS **************************** to get the details of how the car was picked up.  ********* from MRS informed our collector that the vehicle was not towed but placed on a dolly which is like a flat bed.  They said no damage would have been caused by the tow they used. 

   

  Below are the email strings between our collector ***** and *****************  She was given an email to contact MRS **************************** which is in the email below and ***** did explain to her how the vehicle was towed.   

  Customer response

  04/10/2023

   
  Complaint: 19591920
  
  I am rejecting this response because: I was not given any info and may car should not have been repossessed in the beginning. I was lied to about my vehicle and when I asked for more information they would not give me any thing on the tow company or why my vehicle was even taken 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  -Issues with BlueOx hit a ceiling for me after charging me for months, without notice, a delinquency fee for "not using my account" while they were making interest money off of it. After complaining they decided "as a courtesy" to only give me a portion of my money back.-I recently zeroed out my account & transferred my balance out to a bank in December as I was unhappy.-I was told by an employee over the phone that my initial unusable "opening deposit" (either $5 or $10) that was needed to open the account back when it was still called Tower Credit Union would be sent to a bank account of my choosing, and to email ***************************** to do so. I emailed.-I was replied to with a secure message that I could not access.-I called to see how to open the email, but the rep told me my account was closed & I wouldn't be able to. I was told that ******* would call me back.-After a week with no response I called again & was told she would call me back, but I received no reply. -I called a few days later and left a message on her voicemail, and still did not receive a reply.-The following week I called to speak to a manager. The rep asked me why, and I told her. She then said ******* would call me back after the next call and she was looking up my account.-I received a call back a couple hours later from *******. She described that the full balance, including the initial deposit with Tower Credit Union was included in the check they wrote me when I zeroed the account out. I told her I understood what she was saying but needed a paper trail to follow properly, if thats the case. To do this I assumed the initial deposit would show on my accounts very first statement and show that its included in my usable balance, and asked if she could provide it. She told me there would be an "hourly research fee" that I would need to pay in order for them to find it for me.-Please provide the paper trail and provide the remaining charges you took from me when I was not using my account.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This institution, take advantage of their customers, they have put false information on credit reports, I have made my payments on time and have receipts to show. They are not for the community of the people. They're unprofessional and unreasonable.

*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. ↩