Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had an account with Triangle Credit Union attached to a car loan. The loan was paid off in 2018. I thought the account was closed at that time. On September 17, I received an email from them with account information. I called them and asked for the account to be closed since I don't want it or need it and I actually live two hours away in a different state. I sent a letter with the information that they requested. I got an email back from them on September 19th stating that the account had been closed and that my funds were being sent to me. It was only $25.43. This wasn't about the funds. I just do not want an account at this credit union with my name on it. I received a check for the funds in the mail and I thought the matter was over. On October 7th, I received a bank statement in the mail that shows that the funds had been withdrawn from my account, but that the account is still active. I tried to call the branch manager today, but she is not in. I am quite angry. I do not want this account. I did what they asked me to to close the account and they sent me an email, lying to me, saying that they had closed it. I just want this account closed. I don't understand why they couldn't just do it. Clearly, following their instructions to close it is not enough. I live two hours away from them. I really don't want to have to drive to New Hampshire to take care of this.

  Customer response

  10/11/2023

  I was able to get a hold of the branch manager in Elm Street. That was the branch that I always used. She was very nice. She actually helped me resolve this situation. I wanted to update you so you know that this has been taken care of and no further action will be required. Thank you for taking the time to try to help. 

  Business response

  10/11/2023

  Ms. ******* contacted the credit union to close their membership and provided the requested signature on September 19, 2023. The membership was closed on that date and a check was mailed with the balance. The member received their September 2023 account statement as required per Reg E compliance as there were existing funds on the membership during that month. Ms. ******* will receive an annual statement at the end of 2023 since funds were present in an open membership during the year. This is confirmation that the membership was closed as of September 19, 2023.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I received a letter in the mail from the Collections department of Triangle Credit Union claiming that I have missed 2 of my car payments since November of 2022. This was definitely a mistake on their part because I have proof from my bank statements that payments to this bank were made. I emailed Colleen V****** on January 3rd, the person who sent me the letter, and she never emailed me back. I called Triangle Credit Union Thursday, January 5th and spoke to someone named Colleen about this issue. She saw that there was payments made for every single month of 2022 and was puzzled herself as to why I was accused of missing payments. She said she would look into the matter and call me back the following day and never did. Very shady in my opinion. My credit has been affected by this substantially and it needs to be resolved now.

  Business response

  01/10/2023

  A member of our staff worked directly with Ms. ***** on 1/9/23 to review the payment issue. Our staff member explained to Ms. ***** that we did not see a payment made in November and that Ms. ***** was behind by one payment, not two. Ms. ***** provided a statement copy showing a cashed payment check dated 10/21/22. After further research was conducted, it was identified that the check was applied to the incorrect account on 10/27/22. Triangle Credit Union will correct the payment and refund any fees accrued from this, as well as correct Ms. ****** credit for November and December of 2022.  

  Customer response

  01/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18710488, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the grocery store to buy a pie crust. I accidentally entered my OLD pin once. My card declined after I put in my correct pin. Embarrassing, ok whatever. I checked my account to make sure I had the money in there. I called the bank. The lady starts asking me security questions like address, name, my social, my husband's social... I think ok no big deal I'll just answer them. She's asking my checking account number... I'm not going to shout that out in the middle of the grocery store so I go outside. The phone call drops I call again. They ask me more questions like my home phone number. I don't have a home phone number so I give my cell. They ask for my work number. I'm a stay at home mom I don't have a work number so I just give them my husband's. They ask me my account number I find it online. They ask me my savings account number it's not online. Then they tell me I didn't pass the security questions. How??? Why would you make it so hard that I CANT EVEN ANSWER THESE QUESTIONS. so I was going to get gas and couldn't, had to call someone to come help me. I've never ever failed MY OWN security questions like how is that even possible??

  Business response

  04/20/2022

  The PIN number entered at the merchant Saturday, April 9, 2022 an 3:30 PM ET was input incorrectly 3 times, which triggers a card lock for security purposes. Ms. **** contacted card services to attempt unlocking the card, but she supplied the incorrect verification information. Ms. **** is not the primary account holder, so when a call is placed to fraud prevention about an issue, the primary account holder information will need to be verified. On Monday, April 11, 2022 at 9:00 AM ET, Ms. **** reached out to our contact center. Our representative explained why the card was locked and that the primary account holder information is required for Card Services assistance. Our representative unlocked the member’s card.

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