Complaints

• Initial Complaint

  05/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On November 22, 2022, I opened multiple Chargeback dispute cases with my credit union. The payment methods were similar for All disputed transactions with the same merchant for identical goods and services.Financial institutions are given ten days to resolve a dispute, and the window can be extended for up to 90 days for some rare scenarios. Laws protecting consumers do not allow for a day beyond a 90-day window, regardless of the circumstances. Approximately one quarter of the disputed transactions were approved after the credit union investigated for 140 days. The remaining cases were not closed until May 9, 2023, which is 190 days after I opened the dispute case. I have legally obtained audio recordings of numerous credit union representatives stating the remaining cases were never looked at or investigated. As we stand, the credit union broke various consumer protection laws and rules set forth by the federal government. Here are just a few of the issuse I have had over the 190 day nightmare experience. 1. Failure to properly notify me, the cardholder, within 3 days of determination and resolution of Disputes. 2. Failure to close the investigation and fully resolve the Dispute cases within 90 days of disputes opening. 3. Failure to provide explanation for determination of the dispute resolution. 4. Failure to inform me of my right to request evidence submitted that supported the determination and resolution of the disputes. 5. Failure to provide Provisional credits upon request within ten days of dispute cases opening. 6. Failure to provide a notification of resolution of disputes with all details required in order to comply with federal law. 7. The credit union failed to deliver letters informing me of steps in the investigation process, as required by **************** addition, I made over a dozen requests for the credit union to fix and error they commited with my mailing address. I can prove it still has never been corrected.

  Business response

  05/31/2023

  We will be sending an updated letter to BBB that can be forwarded to ****************** with details of the disputes by the end of this week, June 2, 2023.  Thank you.

  Customer response

  05/31/2023

   
  Complaint: 20086137
  
  I am rejecting this response because:  That is not a response.  It is the credit union informing me that a response is coming.   Additionally, I would like the letter to also be sent to the BBB.  Please respond through the BBB portal. 
  
  Sincerely,
  
  *************************

  Business response

  06/02/2023

  1st Liberty Federal Credit Union values its members and works diligently to prevent fraud and abuse.  Further, 1st Liberty follows all Federal and State laws and regulations related to fraud and abuse.  1st Liberty takes the privacy of its members very seriously.  As such, it does not comment on specific facts related to members on public forums.  We appreciate the opportunity to respond to our member's complaint.  Thank you.

  Customer response

  06/02/2023

   
  Complaint: 20086137
  
  I am rejecting this response because:  

  I believe the credit union is fully aware of its wrong doings, and is hiding behind this "letter". we were made aware of two days ago. 

  I give permission for the credit union to speak TRUTHFULLY about the events that took place.  I would love for the credit union to provide the date I opened the disputes, and the day the finally closed, almost 200 days later.  I also would love to hear why they ignored Regulation E law that requires them to inform me of my right to request an explanation for their decision, and why they ignored the law requiring them to inform me of my right to appeal.  While they do that, can give permission for the credit union to openly and truthfully explain the reasons they ignored my two requests by me to appeal under a different reason code.  I also would love why my request for an explanation of determination of their investigation was also ignored.

  The five included attatchments are both my requests for appeal and explanation.  ( letters in total),  and the Regulation E guidelines on requirements issuing banks must follow when informing me of their decision.  Additionally, I included the part of the law pertaining my rights for appeal and explanation. 

  
  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. ↩