Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Brother was a member of Together credit Union. My Brother and Myself went into Together Credit union and I was added on as a beneficiary on his account, at a later date My brother and myself returned to the bank with a checked wrote out to both of us for a car I owned. I was told by the bank teller that if we wanted to cash the check I would have to go on his account ,and we could come back when the check cleared and be taken off the account. we came back a few days later so I could be take off the account a few months later My brother passed I came into the bank to make a claim to get the money and was told there was no beneficiary on the account. when I called and talked to someone on the phone they stated they knew exactly what happened ,they then said when I went on the account it knocked me off as the beneficiary. It was never explained to us That I would no longer be a ************** Brother and myself did exactly what the teller told us to do. I never got half the money from the check we deposited From the car that was in MY NAME now the Together credit union is giving me the run around. My Brother ***** told them to take me off as the Beneficiary. I was only taken off because we did exactly what we were told by a trained bank professional that didn't fully explain things to us

  Business response

  10/10/2024

  Dear Ms. Culpepper, 
  
  Thank you for sharing your concerns regarding access to your late brother’s Together CU account. My sincere condolences for your recent family loss. As a follow-up to your conversation with our Branch Operations Director, I would like provide a written update on your case here, along with more information about what we are doing to improve the beneficiary update process going forward.
  
  First, I apologize for the additional stress and frustration that this situation created at an already difficult time. We should have taken extra care to ensure that the beneficiary information was clear and updated according to your brother’s preferences at the time that the last account ownership change was made. We have addressed this oversight with our team.
  
  As agreed, we disbursed a check in your name for the remaining funds from the two-party check that you and your brother had deposited into the account. I understand that the check was picked up yesterday.
  
  Going forward, we are reviewing our forms, procedures and training to make the beneficiary designation process clearer, easier, and more consistent. We are also working with our statement printer and digital banking partners to provide better visibility to members’ beneficiary selections on their account to help ensure they are accurate and up to date.
  
  Again, our condolences and best wishes go out to you and your family during this time. If you have any other questions, please give us a call at 800-325-9905.

  Sincerely,

  Molly Falconer
  Financial Well-Being and Member Experience

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  manufacturer recalled 2008 **** ranger was taken to multiple *****/dealers every time there was some kind of excuse "to not due it."

  Business response

  10/15/2024

  Dear Mr. ***************

  Thank you for writing regarding your vehicle that had been financed through Together Credit Union.

  In your message, you stated that you had taken your vehicle to multiple repair shops for recall service, but that the work had not been done, and asked for completion of the repairs or exchange of the vehicle. As a financial institution we do not provide vehicle service and would be unable to fulfill this request. As explained in our borrower agreements and in your previous conversations with our team, all repairs and maintenance are the responsibility of the borrower.

  If you have any questions regarding the status of your account and recommended next steps, please give us a call at ************. Thank you for your membership.

  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Together Credit Union continues to threaten me with a bill for lack of auto insurance I had on a car financed through them. I have stated via phone and email that I no longer have the car, it was traded in on 07/29/24. Its been nearly a month that I traded the car in. Since my explanations and evidence have been ignored and the threats continue I am seeking help from the BBB

  Business response

  10/15/2024

  Dear Mr. ********
  
  Thank you for sharing your experience with the letters you received regarding your auto insurance, even after paying off your loan with the credit union. I would like to provide some additional context and an update on your case.
  

  As background: Our loan agreements require borrowers to provide evidence of full coverage insurance meeting certain requirements, including minimum coverage and deductible limits. If this documentation is not provided within the required time frame, ******************************* (CPI) coverage will be added to the loan, which protects the lenders interest in the collateral vehicle until we receive proof of comprehensive coverage from the member.
  

  Although the credit union did receive insurance documentation for your loan, key information specified in the loan agreement was missing, including lien holder information for the credit union, and deductibles. Due to these missing details, we could not accept the document provided as sufficient proof of insurance. A notice was sent advising that, per the loan agreement, we would need additional documentation or CPI coverage would be added until this gap was resolved.
  

  According to our records, your auto loan with Together Credit Union was paid in full on July 24, 2024. I spoke with our *** provider, *************** for additional information about the notices you received. ************** advised that it can take up to ****************************************************************** their communication cycle, which resulted in your receiving the notice after your loan had been paid off. I apologize for the confusion and frustration that may have resulted from this timing.
  

  At this time, I can confirm that your Together Credit Union auto loan is considered paid in full and closed, and you will not receive further communication about the insurance requirement from either the credit union, or State National.
  

  If you have any other questions regarding this matter or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My father is a member of this credit union. On April 1, 2024, due to the storm, my dad experienced hail damage to his 2017 Cadillac that he is individually financing through Together Credit Union. I notified our insurance company Geico and a claim was filed. Geico appraised the damages and a check for $7,261.77 was issued in my name and Anheuser *****. I made an appointment with a banker names **** at the *************** branch with my father. I endorsed the check, was added to my father's account and it was deposited. We were each issued debit cards and pin numbers were selected. My father and I were told that we could either use a auto repair shop that ***** had chosen or choose our own. My dad obtained two estimates. He decided to go with Gateway Auto Pro. The repairs were completed in the amount of $2,713.77. A cashier's check was issued from the credit union and forwarded to Gateway Auto Pro. My father attempted to get money out of the account and was told that he could not. The balance of $4.548.00 would have to be used for the repairs or put on his auto loan. I am the policy holder of the insurance, therefore, the balance should be released and issued to me. I have no interest in the car, nor am I on my dad's auto loan with Together Credit Union. I have attempted to contact the bank via email to ******************************* on June 13, 2024. I have been unsuccessful in resolving this. I have also sent an email to the corporate office at ************************************************ in hopes of rectifying this matter quickly.

  Customer response

  08/07/2024

  My complaint has been resolved.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mom had an account with them before she passed away. Shortly before she passed away she sent me to the bank to add myself as an account holder on the account . The Bank manager added me on as a *** even though I told her I needed to be added as a account holder. I noticed that someone I have never heard of was added as her ***. The worker told me I couldnt change it but that I could bring the paper to her to sign to make the change She signed the paper and I brought it back to the bank. She said she would have legal review it and if there was any issues she would reach out . I told her that she could call my mom to verify . A few days passed and we hadnt heard from the bank so we reached out . I left a voicemail. I mentioned again in the voicemail that my mom could verify with her that she wanted the change made . No response. The next week my mom sadly passed away . I asked if the *** had been changed and he stated he was still seeing someone else listed . He checked in with the banking manager who I spoke with prior and assured me that it will be corrected soon . He told me to come back with a death certificate and that they would be able to cut me a check -his words . The following week I received the death certificate and went back. I was told that it wasn't corrected but he assured me that someone would reach out to me by the following Monday to let me know it was switched . He clearly stated ( audio recorded ) I would be listed as the *** . I hadnt heard anything so I followed up was told by another worker that they reviewed the *** and that I wasnt authorized to make a *** change . Few issues 1) I didnt authorize it , she did and she signed it . 2) I am able to modify the account per the ***. The worker assured me that the bank manager would reach out to me the next day . Havent heard back. Together credit union is allowing my mom to be scammed after her death . I do not recommend using this credit union .

  Business response

  07/31/2024

  Dear ****************, 
  
  Thank you for sharing your concerns regarding the Payable-On-Death (***) beneficiary designation for the account of your late mother, *******************. Please accept my sincere condolences for your loss.
  
  I would like to provide some additional information about your mothers case, as well as clarification regarding the requirements for *** changes.
  
  Our records do show that you were added as a joint owner on the account in February 2023. However in September of that year, ************ visited a branch in person and requested that this joint ownership be removed. During that visit she also added the new *** designation that you referenced in your statement.
  
  In May 2024 you brought in a durable ***** of ******** (***) form dated September 1, 2021, that appointed you as the *** agent. There are often misconceptions about the extent of *** authority. Although a durable *** *****s some authority to conduct financial business on an individuals behalf while incapacitated, it does not allow the agent to change beneficiary designations unless explicitly stated in the document. This *** form did not. Additionally,in cases where the *** does explicitly ***** this power to the agent, agents are then required to act as fiduciaries and are not permitted to name themselves as *** beneficiaries to avoid any conflict of interest. 
  
  In order to accept a further update to the *** or account ownership, we would either have needed a notarized or other identity-verified request such as Docusign directly from ************. We did not receive this and were unable to confirm the signature on the submitted account agreement.Accordingly, the most recent verified directive from her September 2023 branch visit continued to govern at the time of her passing.
  
  I sincerely apologize that our team did not communicate this more clearly in the moment. To better assist members and families in difficult times like this going forward, we are putting new resources in place to ensure that all of our branch and contact center team members can provide clearer and faster guidance on *** authority, beneficiary, and account ownership changes in the future.
  
  Our sympathies remain with you and all of Ms. ***** family as you grieve. If you have any other questions regarding this matter, please dont hesitate to give us a call at ************.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  06/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  April 7th my wallet was stolen.2 transactions at CVS for $1011 were charged on my credit card I immediately called to file the fraud and close the credit card A case was opened I called multiple times to follow up and was told I would receive paper work to fill out No paper work was received Called in 10 business days and there was no case opened. New case was then opened Called again to check in. They said no case was open. Opened a new case.Called AGAIN. And SAME THING. No case was opened and another was opened. I think asked to speak to someone who may be able to give me more than to call back in 10 business days response. Spoke to supervisor. Received exact same response.It is now June and I have not heard anything positive about getting this money back It almost feels like they are making it difficult so that I forget about the $2,000.

  Business response

  08/01/2024

  Dear **************, 
  
  Thank you for sharing your concerns regarding your credit card fraud claim. I apologize for the delay in response to your Better Business Bureau case. I would like to provide a written update on your claim, and what we are doing to improve the process going forward.
  
  As you stated in your comments, our records show that you reported your stolen cards and the fraudulent transactions immediately via our fraud hotline on April 7. Although we issued provisional credit for the debit card transaction shortly thereafter,completion of the credit card fraud review took approximately 10 weeks. The credit card claim was resolved as of June 16.  
  
  First,I would like to apologize for the frustration you experienced in this process.Our expectation is that members receive clear, timely communication on the process to file a dispute, and on the status of their claim as it is being reviewed. The experience you reported clearly does not match up with those expectations, and we are addressing it with the relevant teams to improve that service level going forward.
  
  We are also working with our fraud resolution partner to improve the process overall.While is it typical for credit card disputes to take ***** days to resolve, and members are not responsible for paying the disputed balances during that time,we believe we can do better. We are also adding resources to help ensure that our member support team is well-equipped to give clear guidance along the way.
  
  Finally,after reviewing this case we were also able to refund a total of $37.09 in finance charges applied to your credit card in May and June, and refunded a $25 late fee applied in July. Your card now shows a credit balance, which will be transferred per your request.
  
  If you have any other questions regarding this matter or if there is anything else we can help you achieve, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been dealing with fraudulent charges on my new credit card for a few months totalling $950 and have received no help in resolving this. After speaking with two different representatives who told me they could see I had no outstanding due balance, one representative putting in a claim to the fraud department but never submitting it, and one more representative contacting the fraud department on my behalf and telling me he will get back to me when he hears from them but it has now been 7 days since then and I have not heard back, I'm still looking at owing $850 for charges I never did myself.I payed $100 myself so far to not have my credit score suffer further for now. Nobody has been helpful and I want these fraudulent charges discredited from my history.

  Business response

  07/31/2024

  Dear **************, 
  
  Thank you for sharing your concerns with your credit card fraud claim and potential impact to your credit report. Although our team reached out previously by phone, I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to provide a written update on your case, along with some additional context, and what to expect for next steps.
  
  On March 31, your debit and credit cards were blocked based on your report of fraudulent activity, to prevent future unauthorized transactions.Although additional steps are needed to file a dispute of the specific fraudulent charges, based on your comments and a review of our records, I believe our team may not have communicated those steps clearly enough at that time. I apologize if this miscommunication delayed the processing of your claim.
  
  After further conversation with our specialists, that claim was officially filed on May 17. During that conversation, the specialist also reviewed with you each transaction on the card since it was opened in February 2024. You identified charges totaling $338.01 as fraudulent, and the remaining charges as authorized transactions. At that time, we also refunded the April statement late fee of $25.
  
  As of today, your credit card fraud dispute is still in process.Dispute resolution can take up to 90 days to complete, so we expect the case to be resolved within the next few weeks. Please be assured that you are not responsible for the disputed portion of the balance, $338.01, while the case is pending.
  

  Additionally, you expressed concern that your credit score may be negatively impacted. Our records show that you have continued to make payments on the remaining undisputed balance, and your account is reporting as current.I can confirm that at this time, we do not show that any delinquency or other negative items have been reported to the credit bureaus regarding this card.  
  
  Going forward, we are working with our fraud resolution partners to improve and streamline this process. We are also addressing the communication gap with our member support team to ensure they are well-equipped to give clear guidance on disputes.
  
  If you have any other questions regarding the status of your card or dispute, please give us a call at ************. Thank you for your membership.
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  04/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went out of date to ********* the week of February 11 . When i came back on February 15 my card has been getting hacked since then .!! my car has been getting hacked since February 16. I made several attempts to go to the bank to see what was going on and dispute the charges they were able to dispute the charges and give me my money back but then on March 20, 2024. My credit card was hacked down -$47 balance that was over a month ago and my credit score has dropped 70 points due to this and I havent got any provisionary credit or anything. This is so offered to me as a customer knowing that my bank account is getting hacked every day for the last two months and my credit score has went down 70 points no one has called me about this situation and its been over a month , my credit card paid off and I will be closing with Together credit union due to no good measurements is no way possible that my car she keep getting hacked over two months and my credit card has been hacked and I havent been reimbursed or anything and its been over a month since the investigation

  Business response

  05/15/2024

  Dear ******************,

  
  Thank you for sharing your concerns with your credit card dispute and potential impact to your credit report. I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to provide an update on your concerns, along with some additional context, and our steps to improve the process going forward.
  

  Your initial fraud report was processed and accepted as of 2/28/24. At that time, a new credit card number was issued and the existing card suspended to prevent new transactions on the compromised card number. Only the undisputed balance transferred to your new card number, while the disputed balance remained with the closed card while the claim was processed.
  

  Because credit card charges are not directly debited from your account, disputed charges are handled differently from debit card disputes. In this case, rather than issuing provisional credit, we set aside the disputed balance while the claim is pending. Members are not responsible for paying the disputed amount until the claim is resolved.
  

  We spoke with you by phone in April to clarify how the disputed portion of the balance would be handled, and to confirm that we have complete details for your claim. We also confirmed that we have your correct contact information and advised that we would email copies of the letters that had been sent regarding this matter to ensure you received them.
  

  Additionally, you expressed concern that your credit score may be negatively impacted. We assured you that the fraud claim should have no impact on your credit score, and we were not reporting any delinquency or other negative activity to the credit bureaus.
  

  If you have any other questions regarding the status of your card or dispute, tips to help keep your card secure, or ways to maintain healthy credit history, please give us a call at ************. Thank you for your membership!
  
  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  January 10 24,I called ADT to make a payment for $103.98, so kind of a way it posted to my account for $447.40. So, when I realized this on January 23,2024 I called customer service and the young lady said she would send it to there disputes ***** So, January 23,24 they gave me a credit for $343.42. I check my account a couple of days later and it was reversed. So, again call customer service asked for supervisor, she said we sent u an email.. the email she read off was incorrect, now I had been in the Branch several times I gave them my email. They had an extra d in it, so I never received it, they didn't call because they had a phone #from 2yrs ago, every time I called I left my phone #, supervisor then said we sent u a letter, then she says Oh, it hasn't went out yet. So, u all reversed this transaction without truly letting me know. So, they said I needed to show them what my payments should be and do. A rebuttal letter, I don't have a vehicle, so caught a cab up there . Thought everything okay. No, they wanted a copy of my contract with ADT, THEY ALSO WANTED To see a statement. They have taken me through the ringer. I said I am your customer, not ADT, if I have showed u what u asked, why has it not been reversed, because at this point ADT has $447.40,which ADT say they don't have a payment for me at all. Together credit union says now after all this the fraud department has to send something to ADT to make sure I am not Lieing. I am on disability, I get One check a month, I can't pay my bills because I need my money. I have caught a cab twice to the credit union, they are costing me More money and won't give me my money back. Spoke to Branch mgr, ***********************, fraud department, supervisor in customer service. This is utterly ridiculous, it out right Wrong. Please in *********************** Name, Amen!help me get my money back. The cab driver that took me to the Bank said that was one of the reason she left Together credit union. I feel like they truly don't care

  Business response

  04/12/2024

  We need more time to respond

  Business response

  04/19/2024

  Dear ********************, 

  Thank you for sharing your concerns with our dispute process and your open claim regarding the *** charge. I apologize for the delay in responding to your complaint through the Better Business Bureau. I would like to an update on your dispute, along with some additional context, and our steps to improve the process going forward.
  

  Your dispute claim has been accepted and resolved, and your account was ************************ for the full amount of the disputed transaction. The $447.40 credit was initially provided as provisional on 3/25/24, but is now considered final and no longer provisional. You should have also received a letter by mail confirming this resolution.
  

  We first received your dispute on January 23, 2024, and issued a provisional credit at that time. In order to pursue the dispute with the merchant on your behalf, we do need documentation to provide to the merchant that supports the claim. When we issue provisional credit, we provide a two-week window for members to send in the requested documents, whether by mail, electronically, or delivered in person. Unfortunately, since we had not received the supporting documentation within that time, the first provisional credit was reversed on February 8.
  

  On March 25, we received the documentation needed, and issued the provisional credit again at that time. The merchant disputed the claim on March 29, and we were able to respond with the documentation you provided. The merchant accepted the dispute on April 4, and we verified that the claim was fully settled by April 12.
  

  Since the time your dispute was first filed in January, we also reversed $100 in overdraft fees and waived an additional six overdraft fees,partially in consideration of your open claim.
  

  I apologize for the frustration and miscommunication you experienced through this process. We are currently working with our partners to revisit the entire dispute resolution process for opportunities to make it faster and easier for members. Your feedback is helpful in that work, including highlighting the importance of confirming at the time the dispute is filed that all contact information is up to date, and providing multiple options to submit documents without requiring a trip to the branch.
  

  If you have any questions, or if there anything else we can help you achieve, please give us a call at ************. Thank you for your membership!

  Sincerely,
  
  ***************************
  Financial Well-Being and Member Experience

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a loan in the amount of $4,300.00 on Jan. 12th 2024 with Together Credit Union. The issue that I'm having is that there is no payment booklet or bill that will be sent to me for payment. I did contact the credit union for the reason why I would not receive any information for reminding me of the payments. I was informed by the customer service person, that I would not receive any reminder information for billing. The payments are due on the 5th of every month. I did ask why I cannot receive a bill or booklet and was informed that it is the type of loan I received with no explanation. This does not make since. Especially, when the loan if stretched out for 48 months. I was informed to set-up notification on my phone. What if I did not have a phone, then what? I feel that this is very unfair to the customer and is this a fair payment method. I believe that by doing this method of payment sets the customer up for siphoning late fees. The interest is already high, but they want to gouge you for late fees as there is a possibility that a customer can forget and be charges these fees without any type of reminder. Is this a fair practice for paying back this loan? I was also told that I would receive a new account letter and have not received it as of yet.

  Business response

  02/07/2024

  Dear Ms. ******, 
  
  Thank you for bringing our attention to your concerns about loan coupons and payment reminders. I apologize for the frustration you experienced in trying to get information about your new loan. I would like to provide some background on our practices, along with other options for payment reminders.
  
  As background, we did stop offering paper loan coupons as a standard part of the loan process about five years ago, for a few reasons:
  - As part of our overall move away from sending financial information in the mail to help reduce members’ risk of fraud from intercepted mail delivery.
  - The percentage of members opting for secure online documents and payments reached a point where it was no longer feasible to continue supporting paper coupons for all loans.
  - Members who prefer to receive information by mail would continue to receive the same details shown on the loan coupons in their monthly statements.
  
  As a member-owned, not-for-profit financial institution, we exist to serve our members and support their financial well-being, not to profit from them. This includes offering a range of tools to help members manage their payment schedule and avoid fees. Some options to consider include:
  - Your first monthly statement should have arrived within the last week. This statement includes your payment information and next due date, along with other details of your loan and the credit union mailing address. This can serve as a reliable payment reminder by mail.
  - If you have access to a computer, tablet, or mobile phone, enrolling in online banking is a great choice. Through online banking you can:
  -- See your current loan balance, payment amount, and due date
  -- Select to receive text message or email reminders of upcoming payments
  -- Make loan payments from an account at the credit union or other financial institution.
  -- Securely view your monthly statements
  - You can also find blank payment coupons that can be printed for individual use as needed on our website at *************************************.
  

  For help with these options, or if they are not a good fit for your needs, please stop by your nearest branch or give us a call at ************ for assistance.
  

  I apologize that we did not more clearly communicate both why we no longer send paper coupons, and other options for getting the information and reminders you were looking for. We sincerely appreciate your feedback and will use it to continue improving service, including how we communicate what to expect with a new loan. Thank you again for your membership!
  

  Sincerely,
  
  ***** ********
  Financial Well-Being and Member Experience

*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. ↩