Complaints

• Initial Complaint

  05/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address persistent issues with the processing of my mortgage payments, which has led to significant concerns regarding my account status and initiated foreclosure proceedings on my property. Despite my consistent efforts to maintain timely payments, I have encountered ongoing discrepancies in payment processing by Rivermark Credit Union. These issues have not only resulted in inaccurate account status but have also led to the accumulation of purported missed payments and associated fees.Outlined below is a detailed record of my attempts to address and rectify these issues:In-Person Visits:Numerous visits to the Rivermark Credit Union branch in ******** to address payment discrepancies.Phone Calls:Multiple attempts to resolve issues through calls made to various numbers provided by Rivermark Credit Union, including *****************-626-6600, 800-669-0340, ************, and ************.Also called with a representative when I visited the branch and we were hung up on when she Identified herself. This would typical happen with my attempts and I wanted the teller to see for herself. Clear Recon:Attempts to contact Clear Recon at ************ and ************ (the latter identified as a scam number).DovenMuehle:Multiple calls made to DovenMuehle at *****************-397-5370, and ************.******** and Pite:Efforts to contact ******** and Pite at ************ and ************.Mortgage Online:Calls made to Mortgage Online at ************ and **************.When I call these numbers I would either be on hold for 27 minutes then sent to voicemail, transferred back and forth between the different companies. With no answers to my question and most of the time didn't have access to account information. I reached out to Kymlin Vo, the Mortgage operations manager after our first two interactions she has not responded to my calls or emails. HELP!

  Business response

  05/20/2024

  I did not receive the original complaint notice as it appears your records were not successfully updated until 5/17/24 and the message was erroneously sent to the wrong email address. We are beginning our investigation today and will respond as soon as possible.

  Business response

  05/24/2024

  According to our records, the loan payments in question have not been made despite the attempts to collect them. On 05/20/2024 you spoke with a Rivermark representative who assisted you with additional information from written notification that was mailed to you. The written notification mailed to you 04/25/2024, and 05/17/2024 explained the options available to you for reinstating your loan. Please reach out to us if you need that information again. Rivermark is committed to providing exceptional service and well continue to do our best to help.

  Customer response

  05/26/2024

   
  Complaint: 21692466
  
  I am rejecting this response:

  I am writing in response to the recent message from Rivermark Community Credit Union regarding my complaint (ID ********* about the persistent issues with the processing of my mortgage payments. Despite their claims, I have continuously made efforts to address and resolve these discrepancies, but to no avail. I appreciate your assistance in this matter and would like to outline the ongoing issues and the steps I have taken:

  In-Person Visits:
  Numerous visits to the Rivermark Credit Union branch in ******** to address payment discrepancies.
  

  Phone Calls:
  Multiple attempts to resolve issues through calls made to various numbers provided by Rivermark Credit Union, including *****************-626-6600, 800-669-0340, ************, and ************.
  

  On one occasion, The call was disconnected when I was with a representative, who witnessed the hang-up after identifying herself.
  Clear Recon:
  

  Attempts to contact Clear Recon at ************ and ************ (the latter identified as a scam number).
  

  DovenMuehle:
  Multiple calls made to DovenMuehle at *****************-397-5370, and ************.
  ******** and Pite:
  

  Efforts to contact ******** and Pite at ************ and ************, ************, 1-************, often resulting in long holds and transfers with no resolution or access to account information.

  Direct Contact:
  

  Reached out to Kymlin Vo, the Mortgage Operations Manager, who ceased responding after initial interactions.
  Reached out to *********************************** & *************************, Director of Mortgage Services,NMLS #******* Rivermark Community Credit Union
  
  Desired Outcome/Settlement:
  Billing Adjustment: Accurate reconciliation of my mortgage payments to reflect timely payments made.
  Correction to Credit Report: Rectification of any negative entries due to these discrepancies.
  Discontinuance of Foreclosure Proceedings: Immediate halt of foreclosure proceedings until the matter is resolved accurately.

  
  Steps to Escalate the Issue:
  Given the lack of resolution, I am taking further steps to seek assistance and resolution, including:
  Federal **************** (FTC): Filing a complaint for unfair business practices.
  Consumer *************************** (CFPB): Reporting the issue for financial regulatory intervention.
  Better Business Bureau (BBB): Continued follow-up through your mediation process.
  Legal Aid Societies: Seeking pro **** legal assistance to address these issues.
  Local News ************************* stations to bring public attention to these practices.
  State Attorney General: Filing a complaint for investigation into these practices.
  Industry Regulators: Reporting to the relevant state regulators overseeing mortgage and financial services.
  

  Public Awareness:
  Additionally, I will be utilizing social media platforms and public forums to share my story and ****** public support and awareness regarding these practices. This includes detailing my experience on ****************** and Reddit to pressure Rivermark Credit Union into taking appropriate actions.
  
  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a Free Checking Account - a debit account, and declined the overdraft/any sort of credit feature. I immediately receive an alert from Experian letting me know that a hard inquiry has been pulled by Rivermark, with the comment of "Secured Loan". This is just incorrect and absolutely false. If I were being run for a loan or a secured line of credit, it should have been made clear at some point in the process. I expect this to be removed from my credit report. Again, I opened a debit checking account and added my own funds. No credit lending was requested or approved on my behalf.

  Business response

  10/20/2023

  Good Afternoon,

  
  This is in response to ********************************* complaint ID ******** regarding the credit that was run on her recent membership with Rivermark Community Credit Union. While I can relate to ************************** concern, it is Rivermark Community Credit Union's practice to run a credit bureau on all new memberships coming into the Credit Union. This is separate to any credit request that *** be made now or in the future by the member.  The requirement is spelled out in the attached Membership Agreement and highlighted below and is completed to verify a members identity, eligibility, and qualifications for any accounts requested,that we might offer, and or for which a potential member *** qualify. The agreement is presented, acknowledged, and approved by the member  prior to the finalization of any account opening. 

  
  I. MEMBERSHIP AND ACCOUNTS
  1. Membership Eligibility. To be eligible for membership in the Credit Union,you must be an individual or entity qualifying within our field of membership and must purchase and maintain at least one share (the Membership Share Account) as required by our Bylaws. You authorize us to check your account, **********************, and employment history, and obtain credit reports from third parties, including credit reporting agencies, to verify your identity, eligibility, and qualifications for any accounts and services you request, that we *** offer, or for which you qualify.

  
  I trust that this adequately addresses the concern brought forth by **********************. I have also reached out to her personally to address any additional concerns she *** have. 

  
  Sincerely
  ***********************
  VP Member Experience
  Rivermark Community Credit Union.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a dispute with Rivermark about a charge that happened in December with Cofoon. I received a lengthy to do list which was unrealistic since I was advised by customs they do not have a person to talk to about failed customs. The company stopped responding to me and then the email and website are no longer in existence.

  Business response

  08/09/2023

   

  This type of dispute is not covered under Regulation E and is a merchant dispute. This dispute needs to be worked out directly with the merchant and Rivermark is not involved. Unfortunately, there is nothing Rivermark can do unless we take a loss which is out of standard practice. Here is the initial response to our member. While we were willing to make an attempt to reach out to the merchant for a non Reg E plead for fairness, we did not receive the info and the claim was closed. 

  From: **** Services <***************************************>
  Sent: Wednesday, March 1, 2023 12:30 PM
  To: ***************************** <********************>
  Cc: **** Services <***************************************>
  Subject: RE: Cofoon#CO1065984231 Shipment Status Updated dispute 13637
  
  Hello *******,
  Thank you for providing this additional information for Dispute ID *****. As your Rivermark Community Credit Union **** Services team, we do operate under the **** Rules and Regulations for dispute practices. Per the Rules and Regulations set by ****,the dispute condition your case was originally submitted under does not qualify at this time. With that being said we do believe we may have found another dispute condition that best suits your case.
  Please know that following information we are requesting is to help us clarify information we have received to advocate this case against the merchant on your behalf. To do so, we do need the following information:
  Method of which you were notified by the ** Customs of *********** (i.e., email, phone, text, etc.)
  Copies of notice received from the ** Customs of ***********
  Detailed description of why the couch failed the US Customs inspection (i.e., patent fraud, counterfeit goods, illegal substances, etc.)
  Please reply with the requested information no later than 8:00 am on 3/4/2023 and include your Dispute ID ***** on all documents so that we may efficiently investigate your dispute. If we do not hear from you, we will assume the transaction is no longer in dispute and we will close our file and re-bill your account for any provisional credits applied.
  
  The requested information can be provided to us via the following methods:
  Mail:
  Rivermark Community Credit Union, Attn: **** Services Department
  PO Box ****, *********, **  97076
  Fax: ************
  Email: *************************************** (include Dispute ID in Subject Line)
  Thank you,
  
  **** Services Department  | Rivermark Community Credit Union
  P:************ | F: ************ | rivermarkcu.org

   

  Customer response

  08/15/2023

   
  Complaint: 20332262
  
  I am rejecting this response because: I called the phone number to customs and was advised to call a different department. I called and it was not an option to talk to anyone. I never received any documentation from the organization in a letter form that says how to get a hold of customs. I sent them multiple emails and never heard back.
  

  Now the company looks like they just disappeared. I never received the product. It doesnt make sense to request documentation from customs when they dont seem to have the option of a paper trail in **********. Rivermark has not been helpful for me. Once I pay off all my loans, I will be leaving Rivermark for all of my deposit and my loan accounts.
  

  Your dispute team was not helpful at all or friendly. If you would like, I am more than happy to send copies of the communication from the merchant.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around December 20th, 2022 I opened an savings account online. I went into the branch to deposit some money into my savings account. The main reason I opened a savings account is because the company offers 5% on $5,000. The next couple days I get a phone call from one of their agents asking how everything is going? I say it's going good. Also, I asked if I put more than $5000 what additional interests should be added. The agent said anything over $5000 you will get an additional 2.5%. I thought everything was good until I looked at my account the next month. I called the credit union to ask how the interests is broken down I was put on hold for 20 minutes. I call a second time and spoke to an agent that told me that anything over $5000 I would only get *****%. I call again and spoke to an agent and said I would like a clear explanation of what I was getting and he said a manager will be getting back to me. Also, I got an add in the mail stating about the $5000 for 5%. Which is very misleading because it doesn't state what you will get after that. I would like an apology from the company due to the misleading of advertising and also to train the employees better to answer questions such as mine.

  Business response

  01/11/2023

  We have reviewed ****************** concerns and reviewed the marketing documentation he referenced in his complaint. I have attached both the marketing collateral as well as the specific account disclosure around the new member savings product. Both reference the rate on the first $5000 and the resulting rate on any balance over and above $5000. We also reviewed the interaction ************** had with our employee and found that we have some training opportunities identified and are in process of addressing with all our member facing teams to ensure an accurate explanation can be provided to our members. 

  Customer response

  01/11/2023

   
  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.
  
  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. ↩