Complaints

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on August 28th 2022 I arrived at my branch to cash a check. The check was cash however the clerk withdrew the money from my savings to cover the check. I have enough to cover the check. I went into the branch and asked to void the transaction and start over properly. She was rude and didn't want to help. I simply explained this account is setup for a mortgage account and cannot be withdrawn off of. That if there is a single withdrawal transaction I would not be able to finalize my mortgage. I have contacted the branch a dozen times and I am told the same thing each time. Someone will get back to you. The level of incompetence in this bank is infuriating. I have been a customer for over 20 years and my parents over 25. This unacceptable and needs to changed. Furthermore, I applied for a small debt consolidation loan to pay down some card and the high interest rates. My credit was run when it was supposed to be a soft inquiry. They claim my credit score was 80 points lower then the score I was reading in front the screen that I pay a monthly subscription for. They would not call back to rectify this issue and allow me to send them proof. When I called ******** they told me that the banks information was outdated. my account number is *********

  Business response

  01/26/2023

  Dear Sir or Madam: I have received the above-mentioned complaint and reviewed the statements made by *********** *****.Our research shows on August 26, 2023, *********** ***** visited the Visions Federal Credit Union Westwood branch drive-thru to negotiate his check. Mr. ***** wanted to deposit $450 and withdraw $1500 back in cash and at no point during the presentation of the transaction, did Mr. ***** clarify that the account being utilized could not reflect a withdrawal. Visions offers various ways to process this type of request, therefore the associate took the check, deposited it, and withdrew the $1500 in cash. Mr. ***** states, after seeing his receipt he came inside to verify that the transaction was done correctly. Though the correct amount was deposited, and Mr. ***** received the correct amount of cash, it is unclear as to whether the associate understood how Mr. ***** wanted his transaction processed.In November 2022, Mr. ***** brought this concern to our attention. Mr. ***** spoke with the Manager who apologized for the confusion and offered to write a signed letter stating the transaction was not processed as intended and further offered to speak directly with the mortgage company. Mr. ***** told the manager he did not think the letter would work and he would reach out to the mortgage company and let us know. Recently, the Manager received an alert from our Contact Center stating Mr. ***** called in seeking a resolution to this matter. The Manager reached out to Mr. ***** and reiterated we could write him a letter and follow it up with a phone call to the mortgage company. Mr. ***** again stated that he did not think it would work and asked if we could somehow provide him with a statement that would omit the withdrawal. The Manager advised this would be altering a statement, which we could not do as it is prohibited by law, however, the Manager would investigate further and see if there was an alternative solution. Mr. ***** again stated that he would reach out the mortgage company to see if a letter would be sufficient. Mr. ***** then called our Contact Center and spoke to a senior associate who confirmed his original findings regarding a resolution. Mr. ***** came to the branch and was informed that the Manager had conferred with the right channels and the only way forward would be to provide him with a signed letter of explanation. The Manager reiterated, he would personally call the mortgage company directly to explain the situation and Mr. ***** again stated that he would reach out to the mortgage company and advise.  Mr. ***** also said that he would give the mortgage company the managers’ contact information. There has been no further contact from the member nor the mortgage company since that point.As it relates to the credit inquiry, Mr. ***** called in on January 11, 2023, requesting to apply for a debt consolidation loan. We completed an application and asked the appropriate questions regarding pulling credit and read Mr. ***** the required disclosures, prior to submitting the application. Mr. ***** acknowledged that Visions had authorization to pull credit and was aware that we would be running his credit report. At the time of application Mr. ***** disagreed with his credit score provided to us by ********, in comparison to what he was seeing on a credit monitoring service he uses. Throughout the conversation, Mr. ***** acknowledged that he was aware it was a hard inquiry to his credit report. When the application was declined, we advised Mr. ***** that he could reach out to ******** regarding the discrepancy. We also advised he would be receiving an adverse action notice with additional information he could use to try and dispute the credit score. Mr. ***** thanked the associate for her time and stated he would reach out to ********. Should you have any additional questions, please do not hesitate to contact me at ###-###-####, ext. *****. Sincerely, James Wyatt VP/ Member Service Visions Federal Credit Union 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted and signed for moving deposit on 9/4/22 - charges for 215.53 and 1500 were authorized by myself. On 9/5/22 I notified merchant I wished to terminate this contract. I received confirmation back from merchant this was accepted and refund would be issued. Charges for this were still showing pending to my account. I contacted visions and requested these NOT BE PAID as I had terminated with the company. The merchant was very vague about timescale of return of my deposit and thus, I became concerned and questioned the validity of company and notified visions and it was advised a fraud investigation be opened - however when company responded with contract I had signed (even though I had cancelled) visions denied claim and removed provisional credit they had issued of 1753.53 total. Merchant has never attempted to refund anything into my account, and I have received no goods nor services for these charges. Merchant manager representative stated on a three way call with Visions that the refund had been issued and processed - yet later admitted the credit memos were pulled and manually destroyed and I was not going to be getting any refund due to my callout of concerns. Michael M**** (Visions) was on this call and witnessed this. To reiterate: merchant received and confirmed my cancellation - credit memos were already issued and promise of refund back in my account within 3 days from Long Distance Moving billing manager via email. (I have copies of all). Visions is refusing to reopen case created under fraud and reopen correctly under NO GOODS NOR SERVICES received and initiate chargeback to merchant in spite of me notifying numerous times I received no goods nor services for this transaction. additionally I was promised this would be done while on telephone three way call with card center and Christina Ray visions representative. To sum up: I terminated contract with merchant - was promised refund and have received NO GOODS/SERVICES.

  Business response

  12/08/2022

  Dear Sir or Madam: I have received the above-mentioned complaint and reviewed the statements made by ********* *******. On September 4, 2022, Ms. ******* hired ****** **** ****** ******* to arrange a long distance move from Endicott NY to Towanda PA. On September 5, 2022, Ms. ******* contacted ****** **** ****** to cancel the arranged move. On September 6, 2022, ****** **** ****** confirmed the cancellation and indicated a refund would be reflected in her account within 3 business days. On September 8, 2022, Ms. ******* filed a dispute with our dispute center indicating the transactions were fraudulent. ****** **** ****** ******* / **** ******** ****** responded with a copy of the contract that Ms. ******* signed denying that the transactions were fraudulent. ****® network rules does not allow a re-dispute on the same transactions with a different reason code once the original dispute has been processed and denied. On several occasions Visions Federal Credit Union contacted ****** **** ****** ******* on behalf of Ms. ******* to request they honor the original contract and issue the promised refunds. Visions exhausted all possible means to resolve this issue for Ms. *******.We value our relationship with Ms. *******, and therefore have provided her with final credit for the two disputed transactions of $215.53 and $1,575.00 for a total of $1,790.53. We have been in direct contact with Ms. ******* on this matter and understand it to be fully resolved. Should you have any additional questions, please do not hesitate to contact me directly at ###-###-####, ext. *****. Sincerely,Debra S****** Card Solutions Manager Visions Federal Credit Union 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a settlement with the bank of $1,000 paid in full. I went into the bank almost a year later and I was told nothing was paid. I called their collections company and the confirm everything I have. They provide with a different number for visions to call they confirm I made two payments. Totaling the the amount of 750. There is $250 unaccounted for and because the money was taken, the account remained open and accrued extra charges. Nobody can tell me where my money went or who other than the collections agent (Mike) I have been in contact with since day one.

  Business response

  12/15/2022

  Dear Sir or Madam;I have received the above-mentioned complaint and reviewed the statements made by Ms. ******** regarding her concerns that Visions Federal Credit Union has not fully completed the settlement for her charged-off loan, and that there are still amounts owed. I have researched her concerns to determine what activity transpired and what the status of the settlement is.   From my research, Ms. ******** entered into a settlement agreement with ******* Collection Systems, a collection agency for Visions Federal Credit Union, for a loan that was charged off on July 16, 2020, for $1,241.40.  The initial loan was for $2,502.04 that was provided to Ms. ******** on October 11, 2018.  The offer was to settle the debt for $1,000.00.  The amount was agreed to, and Ms. ******** paid the settlement in two payments to ******* Collection Systems.  From the $1,000.00 paid, ******* Collection Systems retained $300.00 for their servicing charges and the remainder was provided to Visions Federal Credit Union.  The loan is considered settled as outlined in the November 16, 2022, letter from ******* Collection Systems, which Ms. ******** provided to the Better Business Bureau.  Additionally, I have validated that this tradeline has been reported as settled to the credit reporting agencies.     In her letter, Ms. ******** also referenced amounts still owed to Visions Federal Credit Union.  There is an amount still outstanding to Visions Federal Credit Union, but it is not associated with the charged-off loan outlined in the previous paragraph of this response.  It is related to Share Draft charges owed, from a charged-off Share Draft account on February 26, 2019, which are still outstanding in the amount of $20.31.   I am hopeful this response clarifies and resolves Ms. ********’s complaint, 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

  09/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I don't even know where to start with this company. They have almost single-handedly tanked the closing of our house. This company has no communication, not all employees have the same information regarding processes and products, and they flat-out LIED to us. My partner and I are usually pretty forgiving, but Visions has made this process so horrible, that I feel obligated to inform anyone and everyone, to steer clear! In addition, other organizations and businesses in town have expressed their frustration and concern with them as well. I don't know who is running things here, but clearly, they are not doing their jobs either! Don't trust them and don't use them!

  Business response

  10/06/2022

  I am in receipt of the feedback dated September 19th, 2022, concerning **** *****’s purchase mortgage application, and the closing process with Visions Federal Credit Union. I have researched this matter and have provided a timeline of events below to answer the concerns brought forth. 
  
  08/25/2022- Borrowers applied for a purchase mortgage with Visions FCU via a Broker.
  08/26/2022- The application package was sent to the broker to obtain signatures from the   borrowers and to advise the borrowers that memberships are needed to move forward with ordering services.
  08/29/2022- The broker returned the executed application.
  08/31/2022- The broker advised that the borrowers would be establishing memberships on the following day.
  09/02/2022- The borrower contacted the credit union through our Contact Center regarding an issue experienced with the online membership application. The application was being rejected due to the address on the identification being out of state and not meeting our membership eligibility requirements. The borrower was able to provide the purchase contract for evidence of membership eligibility to proceed.
  09/06/2022- The borrower contacted the credit union through our Contact Center regarding a membership eligibility issue as the co-borrower on the mortgage did not provide their driver license for membership eligibility.
  09/06/2022- A follow-up email was sent to the broker requesting an update on the memberships and requesting missing documents from the application package.
  09/07/2022- The requested documents were sent to the credit union and one of the two borrowers opened their membership.
  09/12/2022- The broker contacted the credit union and explained the confusion as the borrowers opened a joint account and not individual memberships.  The broker stated that the co-borrower was advised that a membership is needed.
  09/12/2022- The real estate appraisal was ordered and the application documentation was sent to underwriting.
  09/13/2022- The file was approved with a condition subject to receipt of a satisfactory appraisal value and condition. The commitment letter was sent out with the above-mentioned condition.
  09/13/2022- The co-borrower finalized their membership application with the initial funding to their membership account.
  09/13/2022- The file was sent to our attorneys to begin the legal review process.
  09/15/2022- Our attorneys mailed a request to the borrower’s attorney requesting legal work.
  09/19/2022- The broker was notified that legal work was not sent by the buyer’s attorney.
  09/20/2022- The broker was again notified that the legal work was not sent by the buyer’s attorney and that the appraisal took place.
  09/22/2022- The appraisal was received back from the Appraisal Management Company and a copy was remitted to the broker.
  09/23/2022- The borrower contacted the credit union through our Contact Center regarding the status of the appraisal and a request for a copy was sent to the borrower via email.
  
  As of today’s date, the borrower’s attorney has not provided the requested legal work to our attorneys to move forward with the process. We are excited to finalize **** *****’s loan request and I am hopeful that the above timeline and explanation assists with resolving any concerns.  However, if there is any addition clarification needed, please do not hesitate to contact me directly utilizing my contact information below.
  
  Steve A******* | AVP of Mortgages
  Visions Federal Credit Union
  ************************
  Office: ************ **** ***** 
  Corporate MLO * ****** * **** * ******

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fraud through their own app via ***** which I alerted them of immediately. After nearly a month they denied to return my money. Do not expect visions to honor any claims they make about security OR refunding you after they get money stolen from your account.

  Business response

  06/14/2022

  I have received the above-mentioned complaint and reviewed the statements made by ******* ********** submitted on June 2, 2022, regarding fraud via *****. Specifically, ******* is concerned about the reimbursement of funds. The member's complaint indicates that we took nearly a month to respond to her claim of unauthorized activity. We received written notice of the unauthorized transactions on the account on May 16, 2022. Our team conducted a thorough review of the online banking activity from the member in conjunction with the information provided in the affidavit. At the time of our review, we did not find any information to indicate someone gained unauthorized access to her account. As a result, the dispute was denied and a written response was sent to her on May 20, 2022. At this time our decisions will stand based on our investigation. If the member has additional information to support her claim the activity was unauthorized, it can be submitted to ******************************* Should you have any additional questions, please do not hesitate to contact me at ###-###-#### 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/31, I converted my lease into an auto loan both with Visions. I was closing a month earlier than the lease and was told that the difference will only reflect the last month payment. However, they made me close on an amount higher by $622 while my lease was for $275 after removing sales tax paid monthly. I expect to be refunded $347 and also update the title to reflect the corrected amount

  Customer response

  05/03/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I received their response letter on 5/2/2022 and it says this was due to finance charges incurred since the payments were not received on the 1st although I scheduled it.
  
  1)  It appears to be due to the time taken by banks to settle.  I expect these to be overnight.  I see payments on 12/2 and 1/3.  But then 1/1 and 1/2 were holidays.
  
  2)  I was never informed that my payments were late and that they will accrue additional financial charges.  I believe this is required that banks inform customers of impending charges
  
  3)  The lease papers do not indicate any such additional finance charges if received a day later.  What is the interest being charged for 1 day ? There is no such documentation.

  4)  I was misinformed that the payoff amount will simply be the one in the lease document with the last payment subtracted.  If there are financial charges, why they were not documented as one.
  
  

  If these questions are not cleared, I request to be refunded these financial charges.
  
   
  

  
  

  Business response

  05/09/2022

  We are in receipt of the above-mentioned complaint and reviewed the statement made by ******* ***** submitted on April 14, 2022, regarding his concern of additional costs remaining on his lease. 
  

  After reviewing the account, it has been found that 3 7 out of 3 8 lease payments were made later than the established due date set forth on the lease agreement. For the 37 payments made later than the established due date, the average number of days late was 5 days. 
  

  In accordance with the lease agreement, it is required that all lease payments are made on the due date for the residual balance to match the amount established on the lease agreement. 37 payments were made late, resulting in a residual balance that does not match the contracted residual amount. 
  

  Additionally, the following excerpt from the Motor Vehicle Lease Agreement that was executed by Mr. *****, states the following under Section 5, Lease Balance Calculation. 
  

  "The Rent Charge set forth in Paragraph 2. G. (6) is based on each Monthly Payment being made exactly on its due date and computed using the actuarial method. The Lease Balance at any time equals the then outstanding Acijusted Capitalized Cost plus any accrued but unpaid rent based on the dates payments are actually made. " 
  

  We've made multiple attempts to reach Mr. ****** regarding his lease and to explain that the late payments have resulted in a payoff amount that is higher than the original contract amount. At this point, no further action should be required by Visions Federal Credit Union. 
  

  Should you have any additional questions, please do not hesitate to contact me 

  Customer response

  06/14/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1)  The business did not provide a resolution, just an explanation which I don't agree with.  This was a lease that I don't pay interest on, just a fixed amount.  So if I did not decide to buy the lease, I would have had to just pay my last amount and you would not have calculated a residual interest.   For this reason, I do not agree with their explanation.
  
  2)  The business effectively said that all my payments were late.  If so, I should have been told earlier - maybe the first or second late payment.  This was due to the way they operate where I cannot make payment directly to the lease - but I transfer from my main outside bank to their checking account which automatically pays the lease.  So the only thing I control is when I initiate the first transfer, from my main account. The second last late payment was due to premature stopping of the transfer which was set to 3 years and the lease was 39 months which I realized late.  I was also advised by the leasing company that since I wanted to buy the car on the last day of the month, it is best to stop the payments.

   
  
  
  
  

  
  

  Business response

  06/17/2022

  Business relayed to BBB:

  Per our conversation two weeks ago, we will not be responding further to Mr. *****’s complaint.  We have addressed his concerns fully and again he has not called the credit union to discuss this matter further.  We have detailed our previous responses including the specific language effecting payments not made on time.
  

  
  

*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. ↩