Complaints

• Initial Complaint

  11/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My account was overdrawn for a couple of hours and I made an external transfer and I was going to the bank as well to make a deposit. There were pending transactions that were set to post days later. I was told by a branch manager that they forced closed these transactions resulting in this business charging me over 100 in overdraft fees. I am a 100% disabled veteran and I feel like they took advantage of the opportunity to s**** me over due to me being disabled. There website also stated that vehicle loan interest rates were lower with a qualifying credit score that I had but somehow they wouldnt honor the interest that was provided on their website. I would like them to refund me the overdraft charges they placed on my account. They also screwed up my credit for a couple of years due to incorrect reporting.

  

  Business response

  11/20/2024

  When it comes to pending transactions, we do not force any transactions unless it's requested by the merchant. They can potentially push through at any time once the transaction is authorizes. Please understand that we value the fair treatment of our members and do not purposefully try to maximize overdraft fees.
  
  For the loan rate, the promotional rate is a starting point based on credit score, so your approved rate may vary based on your credit score. At any time, members can work with our free financial counselor to get help improving their credit score.

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been with Keesler for some time, and I have always appreciated the good value and service I have received from them. Recently, I checked my credit report and noticed a mistake. I was devastated to see a late payment show up on all 3 of my accounts with them. Surely this must be a mistake. As you can see from my elite streak of payment history, I have a perfect record of paying on time. I would like to remain an active consumer of Keesler and will be happy to do so as soon as we get this matter cleared up. I paid large lumpsum payments and even paid some loans off, and that's when the system mistakenly gave me late payments. I went to the branch two times, and the person who was assisting me told me she couldn't correct it because the dispute department handled that type of error. She told me it clearly was a mistake, and the only way I can correct it is if I initiate a dispute on my own, so that's what I'm doing. I would hate to get my litigation attorney involved for this situation that can be easily fixed. All 3 accounts is already violating my rights as they have the same account number which act as duplicate accounts.

  

  Business response

  11/20/2024

  We appreciate your membership with us and are dedicated to providing the best service possible. When reviewing this account, there is a record of multiple on time payments, but the August payment was not received until September 6, 33 days after the due date. We are obligated by the credit bureaus to report late payments. It's important to keep in mind that payments can take a few days to fully process and we are not able to push them through.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a truck that was financed though ******* credit union. My family and I had a very hard year for with multiple deaths in the family and some unexpected emergencies. I did fall behind on our vehicle payment and I was always in touch with ******* credit union letting them know what was happening and that I would catch up the loan.******* was up to date on what was going on with our life situation and kept saying they understood however they would NOT help by any means. When we were ready to catch up our truck payment I called ******* and they said they sold it to a collection agency. That was 3 months ago. (July 2024) I contactd the collection agency to try to make arrangements to keep the truck and the collection agency has no report of them receiving any info of my truck. So without any warning ******* wrote off our truck to a collection agency. We have been trying for 3 months the collection agency says they do not have any info on our truck at all! ******* keeps saying they wrote it off to that collection agency. The vehicle is registered at the address where we live so is the insurance and so is my driver's license. We have received absolutely nothing in the mail or a phone call from ******* or the collection agency. I call daily to find out who we need to pay to keep our truck and eventually pay it off. I don't have the information to make a payment on my truck at all! By federal law if any financial institution sells or goes under they are required to give us the new information within 15 days of them writing off the loan or selling the debt. Once again they know my address and phone number They also gave me a vehicle loan with my last name spelled wrong. I didn't notice that until later. I feel like this is a losing battle because I want to keep the truck and want to make payments on it but have no idea who actually owns the title/loan to my truck. I keep it registered and full coverage insurance on it.

  Customer response

  11/05/2024

  After filing a complaint with the credit union association we finally got a call back from ******* telling us they didn't actually sell our loan to a collection agency. That they still had it and we had to pay the loan in full. We are seeking an attorney. They have refused payments for months . Now they demand it in full.  We didn't even know where to make the payments. 

  

  Business response

  11/20/2024

  We apologize for any confusion with collection payments, but in looking through this account, it looks like this issue has been resolved with our collections department. 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I currently have an auto loan with this company. They are falsely reporting to the credit bureau that we were more than 30 days past due for May, June, and July of 2024. I have never been more than 30 days past due on this account but they refuse to fix their error

  

  Business response

  10/22/2024

  After reviewing this account, we have verified that the credit reporting is correct. Payments were made 30, 31, 32, and 30 days late and late payments are reported starting at day 30, as required.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  09/19/24I applied for a auto loan with Keesler , with whom I already have 1 auto loan on the phone They were unable to retrieve my credit report. We called the *************** the attempt was flagged as fraud that was cleared. Called back still could not access my report. The **** asked about verifying all my info, which i did. I reminded her that on my previous loan, it was the same way, but we worked through it. She verified that there were notes for an address discrepancy listed. That night 09/19/24, i went onto ******* and checked all addresses listed, i do own properties and also rent properties in multiple states. I noticed that the address the bureau listed was one digit off from being accurate to the one on my application. knowing that would takes days to get fixed, I did another application with the address of the home I own in another state. The following morning i checked Equifax, 09/20/24, and it showed a hard inquiry from keesler, it had not done this previously. I called keesler and was told I needed to come in to a branch physically to complete my application. Mind you, I am 13 hours away currently. i asked if i could go have a document notarized that they verified I am the person on my identity. The keesler representative said no! I asked if I could go into a share branch that they share depositing and withdrawal capabilities with and she said NO! So they want me to miss a time from work and travel there so they can look at my i.d. and verify it is me. So, it is not about verifying my address, it's about verifying my identity and there are many ways to legally do that without it costing me a ridiculous amount of time and money. I asked for the policy that states this is how they handle these cases and she said it was an internal policy and i could not get it in writing. I asked if she would send me inn writing her directions for me to come into the branch to perform the directed activities, she declined this as well. this is not FAIR LENDING

  

  Business response

  09/27/2024

  We appreciate you highlighting this issue for us. We apologize for any inconvenience our recommendation to visit a local branch may have caused. This suggestion was made based on the address provided in your loan application. We'd like to assure you that our request for ID verification does not breach the Fair Lending Act. Our aim is always to offer top-notch service to our members, which involves taking measures against fraud and protecting against identity theft. Should you need further assistance, please don't hesitate to reach out.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  15 *** 1611 and Section 617:I am filing this complaint against Keesler Federal C U for reporting inaccurate or derogatory information on my credit report, which is a violation of my rights under the Fair Credit Reporting Act (FCRA). According to 15 *** 1611, it is unlawful to knowingly and willfully furnish false information regarding a consumer's credit report. The derogatory account on my ********************** report is inaccurate and does not reflect my current credit situation. Moreover, under Section 617 of the ****, consumers have the right to dispute inaccurate information and expect timely removal or correction of this information by the reporting agency. Despite my previous attempts to dispute this account directly with the creditor and the credit bureaus, the derogatory information remains on my report, causing significant damage to my creditworthiness.

  

  Business response

  09/27/2024

  We do respect the Fair Credit Reporting Act and our team reached out on 8/20/24 to discuss the payment issues that brought about this complaint. No response has been received, but we have verified that the credit-related documentation is indeed valid.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to open a checking account with AMEX and was not approved. I got the chexsystems report that said the account was charged off well I did not go and put my name on the account but they have my social and date of birth. I asked for the signature on file and was told that I have to go to a local branch. Well I do not live in ***********. The collections department representative then hung up on me.

  

  Business response

  08/23/2024

  With the information provided, we are unable to locate the account to provide further information. One of our ********************* team leads will be reaching out to you directly to gather more information so that we can further assist. If we are able to verify certain information, we can send over a copy of the contract.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a request for the immediate deletion and blocking of an account that is not mine. This unauthorized account is a violation of consumer laws and is causing me significant concern. I expect this issue to be resolved within 5 business days.

  

  Business response

  07/08/2024

  Our team has thoroughly researched this account and cannot find anything that leads us to believe this is fraudulent. The signature on the paperwork matches the ID provided by the member in question. We ask that you come by and speak with our team in person so that we can better understand the situation.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been using this Bank for the last few years, out of the 4 banks I use, this bank has the worst app especially when it comes to transactions. They make you schedule a transaction but it never transfers on time in comparison to other banking apps which are almost instantaneous. Recent Example --> Transaction set on Sunday for Monday, didn't transfer until Wednesday. On Tuesday, I noticed nothing happened so I went to duplicate the same transaction for Wednesday. On Wednesday nothing was processed so I made an effort one more time for Thursday and then on Thursday all 3 transactions got processed causing my other bank to charge me for overdrawing. Now Friday and being overdrawn due to Keesler banking app, I had to try and recoup 2 of the 3 transactions back into my other bank. And of course its gets instantly taken out of my Keesler app but is not transferred over like it should be. After reading the customer reviews below, its seems like ********************** is notorious for this and the person leaving the reviews just rewrites the same "solution" without presenting this problem to the app developer to fix this bug. As someone who has used this app for over 4 years, I can confirm the freezes and transaction problems. Im sure they get over on elderly people who are not tech savvy with these transaction problems. Beware!

  

  Business response

  06/27/2024

  When it comes to transfers between financial institutions, this is not an instant transaction. These can take up to 3 business days to fully process, as it is a more in-depth process than many may realize. This issue is not, as suggested, a bug or problem within our app.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 3rd my car was repossessed from my home. I called Keesler federal to see how much it would be to get my car back and they told me I would pay $2198.10 which included a towing fee. I asked if I would pay anything to the towing company and the lady replied yes, storage fees, but she didnt know how much they were and it was charged by the towing company. I paid the $2198.10 on June 5th at a branch. I was not asked for my insurance documents at the time because the reps in the store have to call the collections **** to get the instructions on handling the manner. I placed an appt with the towing company the same day and it was denied due to a no release. I waited until June 6 and called Keesler when I was told I needed to show insurance. I asked how I could do that and she THEN gave me an email to send it to. I sent the email immediately. She did receive it and told me to wait about an hour and call the tow company to schedule an appt. I called the tow company and asked what fees I would to pay them and they replied we dont know until your release comes, which has a contract telling us what to charge you. (Which I have on recording) I called Keesler Again and the rep ***** stated they do not charge anything it was the towing company. She did give me a number to location services a third party they use. I called and a rep stated she doesnt know why south central recovery told me that they would know the fees because they do not tell them what to charge, Keesler and location services have collected their money and are done in the transaction. (Which I have on recording). The towing company isnt allowing me to schedule another appointment until Tuesday June 11 and stated that according to the release I have to pay $75 redeem fee for my vehicle and $20 for storage. I went to the location and I called the police and filed a complaint. I will be taking further action. I have a recording of them rep telling me once again that Keesler knows their fees

  

  Business response

  06/20/2024

  After reviewing this complaint, it appears that the agent lot in possession of the car gave incorrect information as to the origination of those fees. Because each lot has their own required fees to release a car, our team cannot quote the exact amount and parties are instructed to contact the agent lot directly for that information. 

  Customer response

  06/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  *****************************

   

*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. ↩