Complaints

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repossed by the loan holder at Henrico federal credit union on August 14 at 2 am. As of today and this time no one at the credit union has responded to my numerous calls. I have left messages for the one person who they say handles these transctions, *****************************. I also left several messages for his supervisor *******. I spoke to people on the phone who have also sent emails to both of these people. I was ready yesterday to make the necessary payments. It is unacceptable that I am being ignored. I have no idea where to go to make a payment, how much or where the car is located. And I need the car. How inconsiderate. They need to contact me immediately

  Business response

  08/16/2024

  Good morning and thank you for the feedback regarding the repossession of your vehicle.  We recognize that this type of occurrence is stressful and we work expeditiously to communicate with all parties involved.  We were able to speak with you at approximately 11:45 am on 8/15/2024 and share details to redeem the vehicle.  If you require additional assistance, please reach out to a member of our team.

  Thank you

  ***********************

  Customer response

  08/21/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While the company did indeed respond, it was not timely. It seems that the only thing that prompted the actual reply was this filing. Due to this I incurred additional daily charges, missed work. I was ignored by the only two individuals I could speak to regarding my issue for over 24 hours. They also did not respond to internal emails and attempts to contact them via other employees of the company. The statement of "call if you have any questions" in the message left of laughable, as I was doing just that and was seemingly dismissed.

  
  Regards,
  
  ***************************
  
  
  
  

  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm seeking assistance with the following accounts listed in my credit report. I am complaining because I want these accounts' late payments to be removed and correct the accounts status to be paid as agreed but still the HENRICO FCU has no response or action about the accounts in my credit file. To resolve this problem I would like you to aid me to correct the late payments in the accounts that are damaging in my file. The following accounts are listed in my credit report:HENRICO FCU 784840XXX Balance: $22,571.00 HENRICO FCU 784840XXX Balance: $24,643.00

  Business response

  09/29/2023

  Dear ****************,

  Thank you for your recent BBB complaint concerning the credit reporting on your auto loan account. Our records indicate we have reported accurate information to the credit bureaus regarding your loan and payment history. Henrico Federal Credit Union is dedicated to providing accurate information and adheres to all applicable laws and regulations pertaining to the Fair and Accurate Credit Transactions Act (FACT Act).

  
  If you feel that an error was made or if there is specific payment information you wish to dispute, please let us know as soon as possible. In order to review your credit report, you may obtain a free copy at www.annualcreditreport.com.

  Thank you,

  ***********************
  Senior Vice President of Member Experience
  NMLS # *******
  
  Henrico Federal Credit Union
  ***************************************
  Henrico, **  23294-5331
  O: ******************
  F: ************

   

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Your company has started a series of unauthorised Direct Debit charges/attacks on our USD revolut account of ****** ****Our legal department is notified, revolut international security team is on the case, we are now contacting you since you didn't respond in a timely manner to this critical issue originating from your company and services.One of the members of your staff is trying an attack on our bank acounts and is tryign to siphon small amounts of USD en masse.We take this very seriously we have legal on the case, we will seek damages and we now await your official response before documentation is sent over.The business is called ****** **** I am sure you can find it if you look at your direct debit instructions.Alternatively please call ************** to get any extra info. I am sure Revolut will be in touch, but as a person with multiple businesses there, I take this seriously and will respond in full. I look forward to your undivided attention and cooperation in this matter.Best Regards,************************* CEO ******.one CEO Insider-Gaming

  Business response

  04/05/2023

  Good afternoon ****************,

  Thank you for the email concerning a possible compromise of your account and potentially one of our member accounts.  Our IT and Fraud teams are researching to try and determine exactly which account at Henrico FCU may be compromised or is attempting to setup an account transfer to or from your business account at revolut.  The micro draft of $1.15 you describe appears to be an Account 2 Account connection deposit/draft which is used to transfer funds from one institution to another. 
  
  I will be in contact with you as soon as I have additional information. 
  
  ***********************
  Senior Vice President of Member Experience
  NMLS # *******
  
  Henrico Federal Credit Union
  ***************************************
  Henrico, **  23294-5331
  Direct: ************
  O: ******************
  

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.
  I have spotted a small part in their process which causes the confusion and the transactions created to seem of random origin and advised to help them improve to avoid this in the future.
  They have responded in a very timely manner and eliminated all doubt of risk or malpractice.
  I can now say this complaint is fully complaint resolved. The company has fully complied and there is no need for any action.
  
  Regards,
  
  *************************
  
  
  
  

*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. ↩