Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Saturday 08/12/2023 I deposited a check in the amount of $3700.00. A hold was placed on the check by the bank for whatever reason. They said they were holding the check until 08/16/2023. After the check was put into my account I had some other bills and charges pending, they were due to be processed on the 16th and 17th. So I wasn't worried as we had the money in the bank and they would all clear at the same time or after the check hold was over. To my surprise they started putting things through before the 16th or 17th. Each time causing a NFS Fee of $25 to be charged to my account even. As of now 5 items that were due to come on the 16th and 17th have all been put through early to cause these NFS fees in the amount of $150 as of now. I have called them asking why they were still had are money on hold but was allowing all these charges that should not have gone through to be pushed through. We have money in the account but they are refusing to release it and purposely charging these NFS fees for their own profit.

  

  Business response

  08/31/2023

  All checks are subject to a hold, as stated on all deposit receipts. Our records show that Mr. ********* made a check deposit on a Saturday at 4 p.m. that was put on hold, which led to overdraft charges. However, after speaking with a member contact consultant here at the credit union, all overdraft and transfer fees were reversed and refunded on 8/15-8/17. So, Mr. ********* should be in the clear now. Thank you. 
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keesler forced insurance on my loan stating that I didn’t have insurance, however I have had insurance from day one of the loan and provided proof to Keesler of that insurance on my auto loan. They say my deductible can not be over 1000.00, this was never explained to me in any way by anyone, now they say they are about to start repossession on my auto because I am 2 months behind on my loan due to the fact that my monthly payments doubled because to the insurance they forced. I have made my regular monthly payments every month and I am not 2 months behind! I have provided proof of everything they have asked for and this is stressing me out! I can’t loose my truck it’s my transportation to my job! I just can’t seem to understand how this happened when there was never a lapse in my insurance coverage, and I have sent proof of that to Keesler I just want the forced insurance to be removed and my account to be corrected, if Keesler can’t do that, I will be getting a attorney to handle this for me! I have been treated so unfair by this action I work hard everyday and I nor anyone else needs this extra stress in the world we live on today!

  

  Business response

  07/27/2023

  We have verified with the member's insurance company that there is no comp or collision on the vehicle. We have spoken with the member and he stated that vehicle was purchased for his son. His son is in possession of the vehicle and is responsible for the payments and insurance. We have let  him know the status of the insurance and the reason insurance was forced placed and he understood. The member called back and stated a payment would be made today and proper insurance obtained.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a 100% disabled American Veteran. I went in for an auto loan refinance and the Financial Service Rep put a Credit Life Protection on my account without me authorizing it and told me I was signing something else on the pin pad. No contract or paperwork was presented to me during the whole process of me signing. I have been deemed incompetent to handle my own finances and have a federal fiduciary which they should’ve contacted but didn’t and I feel as though I was taken advantage of and discriminated against due to my disability. I called the bank and explained that I wanted them to refund me in the amount $57.53 and they told me that I signed it and it’s been over 30 days and they wouldn’t refund me the money. I think it’s ashame that a business is allowed to take advantage of disabled people this way. Please help

  

  Business response

  05/17/2023

  We have attempted to contact Mr. *******, but received no answer.  If the member would please contact us at 1-888-******** we would be happy to help him resolve this issue. 

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Being active duty Air Force in the 1980's, I opened a saving account at KFCU and had a small deposit there. I left that money in the account throughout my Air Force career and even after retirement. This month we were doing our Federal taxes and noticed that KFCU paid us 16 cents in dividends but charged us $25 in fees. I called their office and they would not return this money to me. I closed my account and requested the money be sent to my mailing address. I want my $25 fees returned and that is stealing. I request you assistance in righting this wrong. The statement that I've attached only shows $20 in fees but they charged me another $5 that's not on the statement.

  

  Business response

  02/14/2023

  Mr. *****, we have talked with our member contact center and were informed that the fees you were charged cannot be refunded due to the fact that the account was closed. We apologize for the inconvenience. If you would like to discuss this further, please feel free to call our member contact center at 1-888-533-7537. Thank you! 

  Customer response

  02/14/2023

   

   Complaint: ********

  I am rejecting this response because:

  The account was closed because that is what they wanted me to do.  They have my home address IF THEY WANTED to send me a refund check so NO, I do not accept their sorry excuse.

  Mail me a check and let's end this problem.
  

  Regards,

  ****** *****

  Customer response

  02/24/2023

   Complaint: ********

  I am rejecting this response because:

  KFCU's response was that they will look into the matter. Of course, that is no proper response to my complaint. The only response that is acceptable and proper is for KFCU to return the money that they stole out of my account without my permission.  They have my home address so draft a check and send it to me without hesitation. Just do it.

  Is that little bit of money worth having a pissed off customer that is willing to dedicate his life to this cause?

  Make it right
  

  ****** *****

   

  

  Business response

  03/03/2023

  Mr. *****, the Director of Member Services has authorized your reimbursement for $25.00. Thank you for your patience during this. 

  Customer response

  03/06/2023

  Better Business Bureau:

  I have reviewed the refund of the money that KFCU improperly removed from my account. I thus consider this situation in reference to complaint ID ******** closed.

  Any company that tries to defraud a veteran of over 20 years is not to be trusted. Although I consider this case over and done with, I would recommend that anyone doing business with KFCU reconsider their options.

  Thank you for your help in getting them to resolve this unpleasant situation.

  Regards,

  ****** *****, MSgt,

  USAF Retired
  

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Keesler has not reported anything to the credit bureau’s and it is stating that we still owe 5 months worth of payments. Also as well with them not reporting anything it’s causing an issue with getting any other loan or assistance with any other institution. We’re not able to refinance the vehicle because they haven’t reported anything or released any information to us regarding us to transfer the vehicle to another bank. We have had several conversations regarding certain items and paperwork being emailed to us and they have said that they weren’t suppose to send anything out and that we were liars and had visible proof and read it off to them verbatim. They have basically caused us health issues as well due to having to have medical help due to the amount of stress and anxiety they have put on us the last few months dealing with there service and trying to get things swapped over. It has financially put us in a bind. They have also contacted us after payments have been made harassing us saying no payments were made and they have been. They contacted us thanksgiving day about a payment that had already been made.

  

  Business response

  12/15/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have recently emailed correspondence to you on 12/13/2022 after speaking with you on the phone. If you have further questions, please call our Collections team at 1-888-533-7537 ext. 6450.

• Initial Complaint

  11/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have experienced declines (not because of inadequate funds) on my debit card at various businesses. Prior to this credit union I never had an issue with a debit card being declined. CU representative advised I should call them anytime I have an issue with a retailer. Not a viable option, as when I called a week prior to this call the wait time was 60+ customers ahead of me. Not realistic to have a line of customer or the retailer to wait until a CU rep picks up the call. Suggest the CU adequately staff their customer service to respond per the CU representative suggestion to call at time of card usage or provide a better recourse than what the CU representative suggested. It is embarrassing to continuously have your card denied.

  

  Business response

  11/28/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have recently sent correspondence to you regarding this. If you have further questions, please call our Collections team at 1-888-533-7537 ext. 6450.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been asking KFCU for months to please stop a charge on my account. Every month the same charge appears on my account. I changed my card and still another charge. They tell me it's coming from my debit card, but there is no possible way after changing my card. No matter, how are they not able to stop a charge I've told them is fraudulent and allow it to charge my account every month? I tried to close the account and they said I had to wait until the fraud charge cleared before I could close it. The charge is from StraightTalk and the charge is around $38 a month. I don't want to close my account. I have a bunch of accounts there with my husband and 3 of my kids. It's really convenient in that way. But them allowing this charge to continue is absurd. At least the overdraw fees could be returned...

  

  Business response

  09/20/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have addressed this matter. If you have any questions, please call our Member Contact Center at 1-888-533-7537.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Keesler Federal Credit Union submitted to Transunion, Equifax, and Experian credit agencies that I had a 30 day late payment, which negatively effected my credit score. This should not have been placed on my account as being late, because it was an error made by a Keesler FCU employee who told me my payment had processed, but I later found out it had not processed. KFCU never notified me that payment had not processed and at that time I had over $7000 in KFCU bank. I would like for KFCU to remove this late payment from my credit report as soon as possible.

  

  Business response

  08/01/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have already spoken with you regarding this. If you have further questions, please call us at 1-888-533-7537.

  Customer response

  08/01/2022

  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,

  ****** *****

   

• Initial Complaint

  05/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The bank froze my accounts and have provided zero reason. I have zero history of default and have committed zero fraud and suspicious activity. The bank has no right to freeze my account.

  

  Business response

  05/27/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have already spoken with you regarding this. If you have further questions, please call our Collections team at 1-888-533-7537 ext. 6450.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  As Payee Representative for ***** ****** for the two US Gov, checks she received I was responsible to receive and disburse those funds to aid *****. The KFCU set up the Payee Representative accounts for these checks and the Gov sent the funds those accounts. I would draw money as needed to take care of *****. Upon *****s death on May 31.2019 KFCU was bound by law to return the last month of the USGov checks to *****. KFCU shut the accounts so I could not access them, I was not able to see what they did. They later turned the accounts back over to me. They claimed all rules were followed so I could then follow *****s will&testament to disburse the remaining money. I did this and the money was divided, andthis should have been over. A few months after this I received a letter from the USGov stating I owed $4,000+ for *****s unreturned checks. After going through many calls with the Gov and with Keesler a Keesler employee "****" stated she personally cleared the account but missed the Payee Rep payments (because she didnt know what they were/ what they meant. I had to pay the $4,000+ out of my own pocket becuase the KFCU claimed no fault...!! Now, the next TAX season I received a letter from KFCU stating my account of $.53 (fifty three cents) was subject to taxation.. I was not aware of such an account so I called. I was told this was because of interest or something that was left in *****s account. It was $.53 (fifty three cents) I asked for the money to be sent. I received no check I called late January and was told the cashier check was sent on Jan 18 (or 19- two stories) and I would have to wait 90 more days to see if the check cleared. On May 10 I called KFCU and was told I now had to pay for notary to have the original check stopped and a new one issued. Notary costs $6,00 or more- for a $.53 (fifty three cent) check I refused to pay six dollars for a fifty three cent mistake KFCU made. I was given no options but was told they may make an exception!

  

  Business response

  05/19/2022

  We apologize for your experience and any inconvenience caused. After further investigation, we know that team members have recently spoken to you regarding this. If you have further questions, please call our Member Contact Center a call at 1-888-533-7537.

*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. ↩