Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Reporting to my credit agencies, you haven't reported on my bank account. My next step is contacting my lawyer. To sue you for giving me bad credit and not reporting it on time. I have contacted your office many times and I have got no results. No callbacks, in any way shape or form. If you're looking for me to sue you, you got the right person. I will sue you if you check my account. I have many lawsuits that I filed against people and won. You will be next if I get another bad credit report.I will sue visions federal credit union. This is your last warning? If you do not update my credit history on my loan, I will sue visions, federal credit this is for any judge.that I wind up in front of.. If you think i'm playing, don't update my loan .

  Business response

  01/24/2025

  Visions Federal Credit Union is in receipt of consumer complaint number ********, dated January 21, 2025, made by ***** *********. I have reviewed the statement made by Mr. ********* regarding his claim that Visions Federal Credit Union is not reporting his loans to the credit reporting agencies and want to share the following.  Visions investigated Mr. *********’s claim and found that his current and past credit trades are reporting accurately. Furthermore, on January 21, 2025, we spoke with Mr. *********, who shared that he was using ****** ***** to view his loan profile and not a credit report from a national credit bureau agency. We suggested he obtain a credit report from a national credit reporting agency to view his current and past credit trades. Mr. ******** was happy with our investigation, and response, and asked us to report to the Better Business Bureau that his case has been resolved to his satisfaction.    Based on the actions outlined above we consider this complaint amicably resolved. Should you have any additional questions, please don’t hesitate to contact me directly at ************ extension ***** or via email at ************************ 

  Customer response

  01/24/2025

  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

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I owe vision money for my over drafted checking account Which I paid half of it off but vision gave my information and account to a debt collector and the debt collector won’t answer the phone so I can send the rest of the money to pay it off

  Business response

  01/10/2025

  Dear Sir or Madam, Visions Federal Credit Union is in receipt of consumer complaint number ******** dated January 7, 2025, made by ******* ******. I have reviewed the statement made by Ms. ****** regarding her claim that Visions Federal Credit Union’s partner vendor is not responsive to her phone calls and want to share the following.  I contacted our partner vendor, ******* ********** *******, who assured me that if they are unavailable for direct contact, voicemails are responded to. This aligns with our expectations for vendor communication. Furthermore, on January 8, 2025, I spoke with Ms. ******, who authorized me to make a payment to our partner vendor on her behalf, which was completed via check payment from her account. Upon concluding the process, I contacted Ms. ****** to confirm the payment was sent and provided her with my direct contact information should she require any further assistance with her account. Based on the actions outlined above we consider this complaint amicably resolved. Should you have any additional questions, please don’t hesitate to contact me directly at ************, extension ***** or via email at ************************ 

  Customer response

  01/12/2025

  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

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visions bank intentionally provides the wrong balance so that u over draft your account

  Business response

  12/12/2024

  Dear Sir or Madam; I have received the above-mentioned complaint and reviewed the statement made by ******* ******** regarding his claim that Visions Federal Credit Union intentionally provides wrong balances to create overdraft situations. I have researched his concerns and determined the following activity transpired. From my research: - Mr. *******l opened a checking account with Visions Federal Credit Union on or around June 8, 2018.  - The checking account was drawn negative on November 7, 2021, due to insufficient funds activity. - On November 23, 2021, we mailed a letter to Mr. *******l regarding the negative balance which also outlined the potential outcomes should he not bring the account positive. - A monthly statement was issued in early December for the period of 11/1/2021-11/30/2021 showing the negative balance of $995.91 at the end of the month. - On December 20, 2021, we contacted Mr. *******l regarding his account status, informing him that it would be charged off if not brought positive.  Mr. *******l stated he could not talk at that point and hung up the phone.    - The account was charged off on December 21, 2021, for $1,254.43.  After reviewing the complaint and all aspects of the investigation, we find the statement of Mr. *******l to be false and we decline his request for a billing adjustment.  I am hopeful this response clarifies and resolves the complaint by Mr. *******l, however, should you or Mr. *******l have any additional questions regarding this matter, please do not hesitate to contact me directly at ************* ext. ***** or via email at ************************* Sincerely, Timothy M****** Member Solutions Manager cc: ******* ********     

• Initial Complaint

  10/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have maintained average payments of about 400.00 per month. The advertised interest rate is 8.25% however the effective rate is much higher. For example in October, October 23rd to be exact, I paid $400.00. The finance charge (see image attached) was $315.75! That's more than 79% of my payment going to "finance charges". I am a divorced father of 4. I have 3 jobs trying to get these debts paid off. Please help me!

  Business response

  11/07/2024

  Dear Sir or Madam,Visions Federal Credit Union is in receipt of consumer complaint number 22481784, dated October 28, 2024, made by **** ******.  I have performed research on **** ****** Home Equity Line of Credit (HELOC) amortization and determined the following: (Table unable to be published) During the date range listed above, the annual percentage rate (APR) was 8.25% (********** ******* prime rate 8.50% - .25%).  The normal billing period is between 30-31 days dependent on the calendar month.  Payments made in September were 35 and 36 days after August's payments, leaving an unpaid interest amount of $32.18, plus the remaining interest accrued in October totaling $283.57.  Together this total is $315.75, equivalent to the amount of interest applied to the loan on October 23, 2024. It was determined that the interest being charged is accurate based on the line balance, interest rate, and days of interest owed on the line between payments that were made. Should you have any additional questions, please contact me at ********** extension *****.Sincerely,Steven A*******AVP Mortgages 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Reported a fraudulent charge from checking account posted 6/26/2024 to Visions FCU in person on 6/27/2024 and was told fraud investigation would take place and we would get refund within 7-10 days if they verified it was fraud. When enquiring about the refund a couple weeks later, Visions then stated they think it was a mistake and not fraud and that the company, ******, had 30 days to return our money. Now, it is over 30 days and they said we need to fill out more paperwork to get our money back. It’s over $1000 and we’ve spoken to them numerous times and just want this resolved.

  Business response

  08/02/2024

  Re: Response to Complaint # ******** Dear Sir or Madam: Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ****** ******.  The below research was completed on July 30, 2024.  - On July 29, 2024, we received a written statement that there was an unauthorized ACH debit. - On July 29, 2024, we returned the ACH debit to the Originator, providing ****** ****** with the full amount of the disputed transaction. - On July 29, 2024, appropriate documentation was mailed to ****** ****** for her records reflecting credit of $1,027.76 to the account. The above referenced consumer complaint has been resolved. We recognize this has been a frustrating situation and I apologize for any inconvenience this may have caused you. Should you have any additional questions, please contact me at ###-###-####. Sincerely,Kristi S*****Finance DepartmentVisions Federal Credit Union             

  Customer response

  08/05/2024

  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

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  VISIONS FCU - ************* Date opened: 06/04/2016 Balance: $5,443.00 I DEMAND THE COMPANY TO UPDATE THE ACCOUNT PAID AS AGREED! NEVER BEEN LATE! UPDATE ALL OF THE INACCURACIES IN MY ACCOUNTS Subject: Equitable Request for Late Payment Credit Investigation – **** ******* ****** ***** RE: VISIONS FCU - ********** To Whom It May Concern, I am writing on behalf of the **** ******* ****** *****, as the subrogee and beneficiary. It has come to my attention that there have been claims of late payments associated with my account. I wish to clarify my position and seek resolution to this matter promptly. Firstly, please provide evidence or documentation indicating when and under what circumstances I was given a loan that would result in late payments, as I have no record or recollection of such an agreement. Additionally, I request clarification on the currency symbol used for loans, statements, and overall terms to ensure accurate understanding and communication. It's important to note that as the beneficiary of the **** ******* ****** *****, my role does not include being held responsible for any financial obligations. The etymology of the word “payment” signifies a debt owed or the repayment of a debt. I urge you to review your records carefully to ensure accuracy. I hereby request: - A full and comprehensive investigation into the alleged late payments. - Correction of any errors or inaccurate information pertaining to my account. - Provision of all certified records and documents related to the account in question. - Allocation of all financial obligations to the trustee, in accordance with the terms and conditions of the **** ******* ****** *****. I appreciate your prompt attention to this matter and except a timely response. Failure to address these concerns may necessitate further action on my part to protect my rights as the beneficiary. Thank you for your cooperation. Sincerely, **** ******* Beneficiary of **** ******* ****** *****

  Business response

  07/08/2024

  Dear Sir or Madam;I have received the above-mentioned complaint and reviewed the statements made by **** ******* regarding her claim that she has no record of having a loan with Visions Federal Credit Union that caused late payment marks on her credit report.  I have researched her concerns to determine the following activity that transpired. From my research:Ms. ******* opened a Readi-Reserve (Overdraft Protection) loan with Visions Federal Credit Union on or around June 4, 2016.  There has been consistent advance and payment activity since it was opened.   Since its opening, Ms. ******* was past due 30 days or greater six times with her payments.Most currently, Ms. ****** was 49 days past due on her September 19, 2023, payment.  Ms. ******* was mailed a reminder notice of the missed payment on September 27, 2023.  Another reminder notice was mailed to her on October 11, 2023.  On October 19, 2023, a delinquency notice was mailed to Ms. *******.  On October 20th and 31st 2023, we attempted to call Ms. ******* regarding her late payment, but were unsuccessful in reaching her and left her a message to call us.   It is the standard practice of Visions Federal Credit Union to attempt to resolve late payments by sending automated late payment and delinquency notices, and to attempt contact by phone.  In this case, there was no deviation from our standard practices. After reviewing the complaint and all aspects of the investigation, we find the reporting of late payments for Ms. *******’s Readi-Reserve to be accurate.  As requested, we are also providing a copy of the loan application for her records.I am hopeful this response clarifies and resolves the complaint by Ms. *******, however, should you or Ms. ******* have any additional questions regarding this matter, please do not hesitate to contact me directly at ###-###-####, Ext. 10433 or via email at ************************.Sincerely,Timothy M******Member Solutions Managercc: **** *******           

• Initial Complaint

  06/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  VFCU is holding my finances due to, a late credit card payment. I am SS recipient and I feel they have no right to hold my money. They have blocked my use of my debit card as well as a funds transfer.

  Business response

  06/26/2024

  Dear Sir or Madam; I have received the above-mentioned complaint and reviewed the statements made by **** ******** regarding her claim that Visions Federal Credit Union is holding her finances due to a late payment on her credit card. I have researched her concerns to determine the activity that transpired. From my research: Ms. ******** opened a **** ******** credit card with Visions Federal Credit Union on or around June 19, 2017.  A payment on the **** ******** card of $99.00 was due on April 28, 2024, which Ms. ******** failed to make. On May 6, 2024, a payment reminder was mailed to Ms. ********. On May 20, 2024, a second payment reminder was mailed to Ms. ********.   A payment on the **** ******** card of $200.00 was due on May 28, 2024, which Ms. ******** failed to make.  A past due notice was mailed to Ms. ******** that day.    On May 29, 2024, we called Ms. ******** to discuss her **** ******** account, but there was no answer, and we left a message for her to call us.  She called us later that day and stated she would take care of the late payment.  On June 10, 2024, we called Ms. ******** because we had not received a payment on the **** ******** account.  There was no answer, and we left a message for her to call us. On June 12, 2024, a second past due notice was mailed to Ms. ********.  On June 21, 2024, we were able to reach the consumer by phone.  She stated they were aware of the delinquency and hung up the phone. As of June25, 2024, no payment has been received and the card remains delinquent as it is 58 days past due.  While the **** ******** card is in serious delinquency status, the availability of electronic services has been restricted.  Electronic services will be restored when the **** ******** account is in good standing.   After reviewing the complaint and all aspects of the investigation, we find the restriction of electronic services is valid.  Should Ms. ******** wish to pay on the card, we encourage her to reach out to us.  If she wishes to withdrawal the Social Security funds from her account, she may visit a local branch or call us to request a check for the funds.  I am hopeful this response clarifies and resolves the complaint by Ms. ********, however, should you or Ms. ******** have any additional questions regarding this matter, please do not hesitate to contact me directly at ************, Ext. ***** or via email at ************************* Sincerely, Timothy M****** Member Solutions Manager Visions Federal Credit Union cc: **** ********

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently got a car loan with this bank. I received a paper statement and tried to enroll in paperless. Was advised I could only do it online (I tried from both a laptop and the app; neither of which worked). I sent a screenshot of the error message to the customer service rep I was talking to. I've continued to try and log in; was getting the same error message and now can't even get that far. I'm being asked for a security key to be phoned or emailed to me. I've selected both. I got neither. It shouldn't be THIS difficult in the age of technology.

  Business response

  06/17/2024

  Dear Sir or Madam: Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ***** **** regarding challenges in enrolling in our E-Statement program. I have performed research and discovered the below: Visions Federal Credit Union is currently experiencing a disruption with the E-Statement enrollment process. We will be implementing a resolution for the disruption the week of June 17, 2024. I personally spoke with Ms. **** and Visions will be reaching out to her directly when the issue is resolved so she can complete her enrollment process. Ms. **** was satisfied with the proposed resolution. Should you have any additional questions, please contact me at ###-###-####. Sincerely,Christina R** Contact Center Senior Operations Manager Visions Federal Credit Union             

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I opened Flex checking account with Visions Federal Credit Union on February 23, 2024. The account was opened with the $200 bonus offer. I met the requirements and I didn't receive the promotion as advertised. I've been receiving a direct deposits of $500 + per month from my employer and now the bank wants to see my paystubs. The terms didn't mention anything about having to show paystubs. Visions Federal Credit Union on to check on May 28, 2024 to check on the status of the promotion. The representative(Velma)verified that I met the requirements for the promotion and she was going to check with the back office about getting it applied. On May 31, 2024, I called back to follow up and spoke to Tiffany. She told me that she would look into why I didn't get the bonus and call me back. Later in the day I received a call from Tiffany indicating that I need to provide paystubs. I explained that terms didn't require that a paystub be shown. Attached are screenshots of the direct deposits from my employer, along with the promotion. Visions Federal Credit Union should honor the terms of the promotion for direct deposit and issue my account the bonus. Attached are 4 statements showing a $500 direct deposit from my employer, **********.

  Business response

  06/14/2024

  Dear Sir or Madam: Visions Federal Credit Union is in receipt of the consumer complaint case number ******** made by ***** *********. After researching *****’s concern on June 4,2024, we have determined the following:*****’s checking account was opened on February 23, 2024, and within 90 days of the checking account being opened ***** made subsequent direct deposits of a frequency greater than two and for an aggregate total dollar amount of $500 as per our disclaimer. The source of the deposits was **********, LLC, however, the ACH Type changed upon each deposit indicating the funds may not be coming from payroll, which our disclaimer requires. To rectify the matter, I contacted ***** via phone and email on June 10, 2024.Through various email correspondence from June 10,2024 – June 13, 2024, ***** expressed intent to receive credit for the promotional bonus and declined the opportunity to discuss the matter via phone. On June 13, 2024, a $100 credit was issued to *****’s account and a subsequent email to him confirming the credit. This credit will also be displayed on *****’s June 2024 statement. Visions will continue to monitor and improve our promotional offer based on data and member insights. I am hopeful this response has addressed your concerns. Should you have any additional questions, please do not hesitate to contact me at ***** *** ****, extension *****. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 25 .2024 Visions allowed 60 transactions. Without notifying me. I HAVE SENT all information that they have asked for .Also have talked to branch manager that has also assisted me. Visions has also contacted **** which is Visions third party defraud center. 4 times or more. Please help me with this problem. I have more information if someone needs to contact me.************ ty very much .will be waiting to hear back. Sincerely ******* *******

  Business response

  05/16/2024

  Dear Sir or Madam:  Visions Federal Credit Union is in receipt of the consumer complaint case number ********, made by ******* *******. After researching ********* concern on May 13, 2024, below is the timeline of events that occurred. - On February 25, 2024, ******* reported 24 unauthorized transactions for a total amount of $1360.00. - On February 26, 2024, Visions deposited provisional credit in the amount of $1360.00. - On March 25, 2024, the Merchant sent compelling evidence for 23 transactions indicating the transactions were authorized by *******. - On March 25, 2024, Visions’ third-party dispute center mailed a letter with the compelling merchant evidence to ******* for her review. A response was needed by April 8, 2024, if ******* wanted to continue disputing the transactions. - On April 8, 2024, after not receiving a response the dispute center sent an additional letter to ******* indicating provisional credit would be revoked for $1310.00 on April 16, 2024. - On April 25, 2024, ****** contacted our dispute center to re-open the closed dispute. Due to **** network timelines the dispute could not be reopened. - On May 13, 2024, ******* contacted Visions internal Contact Center to inquire for additional information on her February 25, 2024, dispute. The review found 24 transactions were disputed for a total of $1,360.00. ******* won 1 case for $50. However, the merchant sent compelling evidence for the remaining 23 transactions for a total of $1310.00. After further research with *******, we discovered an additional transaction from the same merchant for $50.00 that was not disputed. The undisputed transaction was the basis for the merchant’s compelling evidence. ******* stated the additional transaction was also unauthorized. - On May 15, 2024, based on the new evidence, Visions found the case in ********* favor and deposited a total of $1360.00 in ********* checking account. ******* agrees and is satisfied with the outcome and considers this matter closed. Should you have any additional questions, please contact me at ***** ******** ** **** ******  Sincerely,  Debra S****** Card Solutions Manager Visions Federal Credit Union 

*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. ↩