Complaints

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this message finds you well. My name is ***********************, and I am writing to address the **** dispute (Case Number: ID *********** initial dispute initiated on January 30th, 2024, the second dispute was filed on March 18th, 2024, regarding a transaction with Chrysler Southfield Dealership. Upon visiting the dealership, I reported a concerning issue with my vehicle noticeable shaking while driving. Following their diagnostic test, I authorized payment for a wheel alignment and brake rods replacement as advised. However, upon driving home, the issue persisted. Despite attempts to resolve with the dealership, the problem remained. Seeking a second opinion from Discount Tire, it was revealed that one rim was bent, rendering the wheel alignment unnecessary. After their recommended services, the issue was resolved. Despite efforts and communication with my bank Kellogg Community Credit Union, the resolution was not attained where the denial overlooked the core issue. Please refer to the condition on ****************** Guidelines for **** Merchants: 13.3 page 40 on "Not as Described or Defective Merchandise/Services", where the merchant may have to include a third party opinion and provide specific information to refute my claim if the issue was quality where the Dealership only provided an itemized list. The dealership failed to provide proof of a TEST DRIVE after fixing the "issues" to ensure that it was resolved. For this regard, I have reached out to the Michigan Attorney General for Consumer Complaints to resolve this matter. I respectfully request a re-evaluation of this dispute, even if the dispute is resolved with less than my desired amount. I have attached all information needed. The issue was because the services were not rendered and defective as my vehicle still had issues after. Thank you for your attention to this matter.Sincerely, ***********************

  

  Business response

  05/20/2024

  Kellogg Community Credit Union (KCCU) extends its appreciation for notifying us of your complaint. In reviewing our records, this complaint is a duplicate of a complaint submitted to multiple agencies at different times for the same event. We responded to your KCCU **************** submission on 3/28/24, your National Credit Union Administration submission on 4/4/24, your ********** of ********* and ********* Services submission on 5/2/24, and your Better Business Bureau submission today. We have also engaged in ongoing communications with you from the onset of your complaint on 1/21/24 until a final determination was rendered on 4/23/24. Per our conversations, you contested the necessity of work performed at an automobile dealership. Your dispute was investigated internally by KCCU,and by the ******************************* After the initial denial, your complaint was sent for a second review, and the denial was upheld. A final decision was rendered based on the totality of documentation available from you, the automobile dealership, and the retail location you took your vehicle to after initial work was performed. While the dispute outcome was not in your favor, we have encouraged you to work directly with the automobile dealership to try and resolve your concerns. We remain committed to addressing any questions you may have and thank you for reaching out.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After enduring much stress caused by this credit union, they now refuse to properly record a deposit made on 5/3/2024.

  

  Business response

  05/14/2024

  Kellogg Community Credit Union (KCCU) extends its appreciation for notifying us of your complaint. In reviewing our records, this complaint is a duplicate of a complaint submitted directly to KCCU on 5/7/24. Per our conversations, you contested the order in which a transaction was posted to your account. You indicated you wanted to see the cash presented for a loan payment deposited into your checking account,then moved to your loan account. Based on how this transaction was presented,the cash was applied directly to your loan account, with a receipt demonstrating the transaction in detail. Following an explanation of how the transaction was posted, how it appears on the physical receipt, and how it appears on your online banking account, you continued to express dissatisfaction with not seeing separate transactions. We also explained that the order in which the transaction was posted resulted in the same end result as two separate transactions. While we were unable to resolve this request to your satisfaction, we were able to validate the appropriate application of your payment to your loan account. We remain committed to addressing any concerns you may have and thank you for reaching out.
  

  Customer response

  05/15/2024

   
  Complaint: 21679333
  
  I am rejecting this response because: when I entered the bank and spoke with the cashier, I asked to deposit the money to add to my account so I could then make my car payment. I specifically requested that the cashier deposit the money. 
  
  Sincerely,
  
  ***********************

  

  Business response

  06/24/2024

  Kellogg Community Credit Union (KCCU) extends its appreciation for notifying us of your continued complaint. Per our previous conversations regarding your account, the actions taken during this transaction resulted in the accurate payment of your vehicle loan.Documents were provided to you at the time of this transaction reflecting the movement of funds. We have also provided these documents to you, in writing, on multiple occasions following the original transaction. In an effort to resolve your concerns, KCCU attempted to repost this transaction in a way you would find satisfactory; however, we were able to confirm that reposting the transaction would create a different transaction date. This would result in an inaccurate depiction of your account activity which would not meet your request; therefore,we did not repost the transaction. While we were unable to resolve this request to your satisfaction, we were able to validate the appropriate application of your payment to your loan account. We remain committed to addressing any concerns you may have and thank you for reaching out.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im not liable for the debt with kellogg community cu i do not have a contract with kellogg community they did not provide me with the original contract as requested

  

  Business response

  02/20/2024

  Kellogg Community Credit Union extends its appreciation for notifying us of your concern. Upon thorough examination of our records, we do not have any requests concerning retrieval of your loan document information. Rest assured, we are eager to provide such information now that we have received your request and will be contacting you shortly to furnish your account documents. It is our hope these documents will provide you with clarification regarding the contract obligations. Once again,we appreciate you bringing this matter to our attention. We are dedicated to resolving any issues you may have, now or in the future. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wanted to do a skip a payment on the loan as advertised. I followed the instructions on the website and decided that going into the business was my best option. I stopped by this branch and was informed that they need 10 days to cancel an incoming ****** was on the app and it says a few business days prior I went 2 days before the pull and they informed me that is not the case and they need 10 days. Now why on earth would they say a few on the website but when I go inside they say 10. I believe they are in the wrong here and they refuse to make it right.

  

  Business response

  09/19/2023

  On behalf of Kellogg Community Credit Union (****), we sincerely apologize that you did not receive the customer service we strive to provide. To provide an explanation around the events which impacted your skip-a-pay request, we would like to offer the following information Members are prompted to come to a **** branch if their account does not meet the skip-a-pay requirements to complete the transaction online.Common reasons include the request occurring less than 3-business days until the scheduled payment or insufficient funds to process the request. The 3-business day requirement is in place due to the processing time it takes between internal and external systems to stop a scheduled payment.Unfortunately, your request was initiated 2 business days before your scheduled payment, which would not allow enough time to stop the payment. We apologize for any miscommunication you received around needing 10 days to stop a payment.The 10-business day requirement is for setting up new payments. We will ensure all employees have a clear understanding of the difference between these two actions. We did, however, offer the option to skip your next scheduled payment in October, which was declined so no fees were charged. We also confirmed you were not charged any fees for the attempted skip-a-pay in September. Your concern highlighted an opportunity for better consistency on our **** website.While there are references to the 3-business day requirement, we also observed the verbiage you shared a few business days prior to your due date. We realize this could be subjective, so we are working with our business partners to make appropriate updates. We appreciate you bringing this opportunity to our attention. We hope this will provide a sufficient explanation for your concerns. We greatly appreciate your feedback, value your membership, and hope you will continue to be a part of the **** community.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There is a specific location which is the location at *********************************************************************** which is where I opened the account as well as the closest location to my home. Its like every time I go to this there is always what they cant do but I can visit any other location and this is never the case. For example my sons who are minors and I am on there accounts where they have been irresponsible and lost their cards but they are learning I visited the branch on Romance Rd back on June 30th did a withdrawal and got a temporary card for my son who has had multiple cards just like my son who visited the *************** location today July 15th where his wallet was stolen out my vehicle and he needed a new card and was told no he has to be mailed one where a policy was supposedly put into place at the end of February where if this is the case all branches should be following and shouldnt the customer be notified of changes. I have had a lot of mistreat even by the manager who just seems to side with the employees which I dont feel comfortable talking to her because she shows no interest and seems to only want to support her employees and instead of making sure the customer is treated correctly. Its almost like they pick and choose on different things. Its to the point that I go to the portage location just because they care and show it and I have confidence in everything they say but the drake location I definitely feel I am mistreated and a part of it seems like they are discriminating against me due to a prior mistake one of the tellers made where I was given a debit card and it was tied to my son account instead of mine and I was paying bills and it was being declined where I was highly upset because I accused a late fee due to them not taking ownership when I stepped into the branch regarding this issue instead I had to wait a whole day to pay my bills once they fixed it instead of taking ownership for their mistake and every since then they have treated me

  

  Business response

  07/21/2022

  ******************, on behalf of the Kellogg Community Credit Union we sincerely apologize that you did not receive the customer service that the ********************************************* strives to provide.To provide an explanation for the inquiry for a temporary card, the reason a temporary card was not issued on July 15th and a new card was ordered instead was due to the account having no activity for the previous two months as well as no direct deposits going into the account and the account being negative for an extended period of time. We did however waive the replacement fee of $10 as a courtesy. All card order requests go to the same department for consistency in decisioning, and are not determined at the branch level. We apologize again that you did not feel that you received the service that you should have, and we will work to make improvements on our consistency and service. We hope that this will provide a sufficient explanation for the process and why a temporary card was not issued. We greatly appreciate your feedback, value your membership, and hope that you will continue to be a part of the **** community.

  Customer response

  07/27/2022

   
  Complaint: 17573823
  
  I am rejecting this response because for one this is an account for my minor son who has not been employed due to focusing on school, and secondly he nor I had no idea that the account was even negative until a letter was sent a month after it had been negative.  He was not using the account so there was no reason to even monitor it when he was not having any activity.  As soon as he received his first pay check he took care of the negative balance, which is very inconsistent with the response given from the credit union.  My son was in the branch the day he made the deposit and was told they only give instant cards if the card has had fraud on the account, which I knew was a lie I called and was told the same thing which again I knew was a lie because few weeks prior my other minor son visited the portage branch and was given a card where there was no fraud.  Being one company and the same team everyone should be on one accord instead of giving different information which leads to me losing all confidence and trust which is unacceptable.  If it was because of his negative balance then that should have been expressed to both me and my son but wasnt except for now to avoid taking ownership of the many problems that will continue and reason being I will stop using these accounts this by far has been the worst service I have received from a bank or seen especially seeing that I am a business banker for a bank I would never give a customer information that is not true  and if Im not sure I dont give the information until I know its correct.  I appreciate waving the fee but it does not fix the terrible customer service that I know will not be changed and will continue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ****** ******** ***  ****** ****** 10:29 AM (0 minutes ago) to ***** ******* Credit Union just had me as delinquent on an entire payment last month when I WAS NOT and I was dinged on my credit report. Now today I just paid my mortgage 02/15/2022......$1500.00, nearly $300 extra SO IT WOULD GO TO MY PRINCIPAL and they CHARGED ME A LATE FEE.......I AM NOT NOT NOT NOT NOT NOT delinquent, NOR HAVE I BEEN delinquent. I have always had until the 16th to pay my mortgage and DO SO!!!!! I wrote them today and told them they had better fix this NOW!!!!!

  

  Business response

  02/22/2022

  I have attached a letter from the CLO, ******* *** responding to this complaint.

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