Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using Alltru credit union for my auto loan since 9/16/2023, recently I noticed that my loan amount had gone up a dramatic amount, so I reached out to Alltru credit union and they relayed to me that they have had no proof of my insurance and so they've added a *** onto my loan amount. This was news to me as I have been insured since financing the vehicle, and have never received anything claiming that I was not insured or that they lacked my insurance information. Upon reaching out numerous times and sharing declaration pages and proof of coverages which show that I have never been without lapses in coverage they fail to respond to me, or resolve the issue of the *** on my loan amount. I have never missed an auto loan payment and have never been without insurance whilst financing with Alltru credit union. Am frustrated dealing with this issue, as a phone call or email was never shared with me prior to charging an exorbitant amount when I have had comprehensive coverage since the day I financed the vehicle. I would not finance my vehicle with Alltru again.

  

  Business response

  01/27/2025

  Please see attached response.  Thank you.

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** Highlander August 24,2023 from ********* ****** Alltru finance the loan Alltru contacted me and the letter stated they don't have proof of insurance I called my insurance company and ask them submit my proof of insurance to Alltru and they did that I have proof of the email that it was sent over to them I look at my payment history and I see a charge for ******** so I called Alltru and was told that they added insurance to my vehicle because of no proof of insurance so I sent them the proof of insurance myself so on January 26,2024 I was given a ******** credit to my loan the amount that was put on my loan should've been taken of of my loan why is ******** still on my loan I called and was told to send proof again to rep I talked to email and nothing hasn't been done yet this is a total of three reps I spoke with and was told someone will contact me bbb can you help with issue before I contact an attorney and have to spend more money for a problem that never should've occurred because I have had insurance every since I drove my car off the car lot and submitted proof of insurance from me and my insurance company

  

  Business response

  07/24/2024

  See attached response. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a car loan with gap insurance. I have reached to All True Credit Union and I spoke with ****** regarding a check total $5500.00 to come from the dealership. The car was total and I am waiting the check that should go toward the balance of the loan.

  

  Business response

  07/12/2024

  Please see response attached. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working with a company I was worried was fraudulent so I approached the credit union to see if it was legitimate, to which they said they were (the business The ********************* Network) and originally the first amount was taken was *********************************************************************************************************************************************************************** acknowledgment. So now I have 1000 taken out. At one point they were able to return my 1000 but soon after returned to the company and they have yet to give me a reasonable explanation. I signed nothing, i got no service from that company. They said they are unsure how they were able to get that money again.

  

  Business response

  07/09/2024

  Please see attached response.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a truck payment online on 4/15/2024 using Alltru's guest payment online service. This is the same way I make my payments every month. The money was withdrawn from my girlfriends account of 4/15/2024. Alltru is trying to say that the payment was reversed and I am now 30 days late on a payment. It was not reversed. We have confirmed with with the withdrawing bank. ************* confirms that Alltru received the payment on 4/15/24. Nothing was ever reversed on our end. They have the payment and have not posted it. We have called several times to try to resolve this. They state they will look into it and call us back and no one does. Today we tried to call them and the resolution department refused to help and told us the only help they were going to give us was to take the payment from us AGAIN. My girlfriend was on the lien with me due to the funds coming out of her account so she could provide them any documentation they may need yet they refused to then speak with either of us. The rep from Alltru asked are you willing to make they payment or not. We tried to explain that the payment was already made but she would not continue to call. They refuse to send me any payment history or statements on my account. We asked again for an account history and only received a payment coupon in the mail.

  

  Business response

  06/14/2024

  Please see attached response.  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a terrible experience with Alltru Credit Union today, 05/20/2024, around 4:00 PM to 4:40 PM at ******************************************. I went to the location seeking guidance on a finance issue and was immediately met with sarcasm, disrespect, and the worst customer service I have ever experienced from *****************************. As soon as I began explaining my situation, ******** dismissed me before I could finish. She seemed to be in a rush and asked if I knew the value of my vehicle. When I couldn't remember, my relative provided the amount. Fornisha rolled her eyes and sarcastically asked, "Are we wasting her time or are we wasting her time?"Both my family member and I were shocked by her behavior. After asking another question, I received another sarcastic reply accompanied by eye-rolling. At this point, I decided to leave the office. My family member calmly tried to address her poor customer service, but she remained rude and dismissive. He noted her name from her badge before we walked away.I have never done business with this location or spoken with this representative before, so I am unsure why we were treated so poorly. This was my first experience with this location, and it will be my last. I would like to speak with the Regional Manager about the matter.

  

  Business response

  05/23/2024

  Please see attached response.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scammed $4,989. I had someone that said they were Apple support transfer $4,989 out of my Alltru account and put it in my cash app. They bought bitcoin with it sold the bitcoin and transferred it to themselves. My bank said there was nothing they could do but contact cash app. Cash app said bitcoin is not traceable and they couldnt do anything. My Alltru account was locked yesterday evening after this took place. When I went to Alltru this morning they said they can see where they kept trying other transactions which they denied. How can my bank not cover this fraud?

  

  Business response

  05/08/2024

  Please see attachment

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is now stealing my money. I requested my all of my accounts be closed months ago, however they refuse. Checking account and savings still open and there are unauthorized transactions being made. CLOSE MY ACCOUNTS AND REFUND MY MONEY BACK TO ME.

  

  Business response

  09/15/2023

  September 15, 2023
  
  Dispute Resolution Department
  Better Business Bureau
  *** * ******** *** ****
  St. Louis MO 63102
  
  RE: Case # ********
  
  
  We appreciate Ms. ****** raising this matter. As this relates to personal financial information, please
  contact us at ************.
  
  
  Sincerely,
  
  **** ******
  ***** ********* *******
  
  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I'm trying to file a depreciation protection claim. First I was told I don't have this on my loan, then I was told I do have it on my loan and that I would need to wait until they receive payment from my insurance, then I was told that I need to file the claim myself through the 3rd party company. Contacted the third party company, spoke to ******* ************, he advised that I need to contact Alltru and start the claim. He said they do not have to wait on payment from the insurance, a statement from the insurance saying my car is a total loss is enough to start the claim. Contacted Alltru, spoke with ****** *****, advised her of what ******* told me. She said she does not needs ******* help nor his contact info and she will start my claim when she feels like starting it. This was my second time speaking to ****** *****, she's a very rude nasty person, lacks soft skills and professional customer services. I believe Kelley hates her job. The insurance has already paid Alltru for my entire loan balance $10,849.01. There's also Notice of Loss statement in the depreciation protection waiver I signed that says "In the event of a Total Loss, Constructive Total Loss or Unrecovered Theft, you must notify us within 30 days of receiving final settlement from the primary of third party insurance carrier and provide the following: (a) copy of he Primary Insurance Settlement, (b) copy of the police report in the case of Unrecovered Theft. We must file the Depreciation Protection waiver demand within sixty (60) days of the Date of Loss if you do not have Primary Insurance coverage." MEANING THERE IS A TIMELINE!!! FILE MY CLAIM YOU HAVE EVERYTHING YOU NEED AND IF YOU DON'T HAVE IT WHERE CAN I SEND IT TO?????????????

  

  Business response

  09/01/2023

  
  Dispute Resolution Department
  Better Business Bureau
  211 N Broadway Ste 2060
  St. Louis MO 63102
  
  RE: Case # ********  
  
  We appreciate *** ****** bringing this to our attention and being able to research this. Please know
  we are sorry for the frustration this depreciation protection claim process caused, and the interactions
  will be reviewed. As a credit union, our purpose to help members with their financial matters; not to
  make it difficult to do business with us. The claim was submitted to the vendor on Friday, August 25th,
  and we received an acknowledgement letter Monday morning, the 28th, and they are processing the
  claim.
  
  Should you have any additional questions or comments, please contact us at ************* 
  
  
  Sincerely,
  
  **** ******
  Chief Financial Officer

  Customer response

  09/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  Please provide the depreciation protection claims processing times. I would like to know how long it takes the claim to be reviewed, processed and paid as well as the payment amount. I would also like to know my payment options if I can choose direct deposit or paper check.

  My final request is a formal apology from every Alltru employee that I spoke with who provided me incorrect information and every employee who told me that I did not know what I was talking about.

  Sincerely,
  
  ****** ******

  

  Business response

  09/11/2023

  We are sorry for the frustration this depreciation claim process caused.  As a credit union, our purpose is to help members with their financial matters; not to make it difficult to do business with us.  We have been in contact with the vendor and anticipate that the claim will be processed within the next five to six business days.  As a courtesy, in spite of this timeframe, we will advance the funds Monday, mid-afternoon.

  Should you have any additional questions or comments, please contact us at *************

• Initial Complaint

  08/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is ******** ****** I had a car loan with Alltru Credit Union, acct ********** I had a 36 month vehicle loan with Alltru Credit Union. As you can see on my credit report, I have made every payment on time. The payment is due on the 25th of every month. On Friday 6-23-2023, I made what I thought was the last payment in the amount of $250.00. The payment cleared my account at ******* ****** ***** on 6-23-23. Then, i realized I was short $6.50 of the payoff amount and I paid that as well. Because I paid my vehicle off early Alltru is retaliating against me because I paid the vehicle off and they would no longer receive interest on the account. They flagged my account with all 3 credit bureaus as late. My credit score dropped by 82 points and went from Excellent to good. I tried contacting Alltru via my account when I logged in and they were not able to help. The payment cleared my account at ******* ****** ***** on Monday 6-26-23. I made the payment online. You do not make a payment with Alltru Credit Union online and it clears the same day. All my payments are online and easily tractable. I want my credit report corrected and would like everyone to know not to ever get an auto loan with Alltru because they will retaliate when the loan is almost paid for. Because of this issue and the life changing blemish on my credit report, I am devasated. I cannot eat and I cannot sleep. I work hard to ensure I maintained my credit report and at the drop of a hat, Alltru Credit Union blemish on my credit report changed my life forever. Please assist me with the unfair practices of Alltru Credit Union. My next step is to hire a lawyer and go public with what Allltru did to my credit report and to warn the public never to get a loan with them.

  

  Business response

  08/24/2023

  Please see attachment

  August 24, 2023

  Better Business Bureau

  211 N. Broadway, Ste. 2060
  

  St. Louis, MO 63102 

   RE: Complaint ID #********

  We appreciate *** ***** bringing this matter to our attention.  We apologize that *** ***** was not able to resolve the matter when she initially called.  We researched the matter and corrected the information with the credit bureaus to report as current for the month in question.  I contacted *** ***** and we discussed the issue and that the bureaus were being corrected. 

  Sincerely,  **** ****** 

  Customer response

  08/27/2023

  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. I have been checking all 3 credit bureaus and my credit report is not updated yet.  I just hope Alltru Credit Union is honest in their response and sincerity to resolve this matter.  I will continue to monitor my credit report to see if the late payment is taken off.  If its not taken off within 30 days, I will make another complaint to the BBB.
  
  Sincerely,
  
  ******** *****

*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. ↩