Alliance Credit Union

See attached

At this point [redacted] is willing to assist the [redacted] family with this situationWe do not have the necessity to dispute facts and/or assumptionsThe credit union has reached out and offered potential resolutions regarding the situation, but has not heard from the [redacted] family or the attorney assisting them for almost daysWithout response, we have no choice but to move forward with a course of action on our end

Company's response below:***, This is a response from [redacted] f/k/a [redacted] of Gainesville regarding Complaint # [redacted] [redacted] has loan application, underwriting, and processing procedures in place to ensure that the credit union is acting in the best interest of the credit union and its membership at all timesDuring the loan application process, applicants submit their information (personal contact, income verification, potential collateral, etc.) for a review and underwriting processIf approved, the applicants will come physically into one of the branch locations and sign all loan documents required for the specific loan type, including a Loan and Security Agreements and Disclosure StatementThis document would state how the loan funds are being disbursed, including but not limited to: fees being charged, other vendors/companies receiving funds, loans being consolidated/paid off, and cash being received by the applicantsThere should be no assumptions or impressions, since the loan closing includes a review of the Loan and Security Agreements and Disclosure StatementThe applicants also receive a signed copy of all loan documents at the loan closingI am not sure what led to the applicant’s impressions regarding the details of this specific loanThey acknowledge in the complaint that they intended on trading in an older vehicle(***) that was securing another loanThey acknowledge that the vehicle was never traded in as part of the new loan, nor was it consolidated within the new Loan and Security Agreements and Disclosure Statement, thus the balance owed and monthly payments were still requiredThe complaint also states the applicants have a monthly income of $2,700.00, but the income verification which was supplied by the applicants, indicates that their income is higher than that amountThe credit union and the members have spoken multiple times since the original loan dateTwice the members have had an attorney partake in the conversation on their behalf, but every time the members never follow through with the actions needed on their endThe members stop communicating with the credit union and the attorney(s) they have obtained, only to cycle back around and go through the same process and have the same conversations a few months laterThe credit union is willing to assist and has offered resolution to this matter, we only ask the members to hold up their end of the agreed upon plan of action, and meet us in the middle [redacted]

Complaint: ***
I am rejecting this response because:
Regards,
*** ***
***, Due to my family being affected tremendously by the actions and decisions of *** *** ***'s staffI felt it was imperative that other consumers be made aware of the inconsiderate tactics this credit union uses in order to get their customers/consumers into binding contractsNot really sure why *** the ** for ***, would blatantly omit the fact that my family has always been accessible to him and his staffI just received a call from one of *** *** ***'s staff (*** ***)on 08/24/regarding the keys for the vehicles that was repo'd from our homeThese actions of *** (*** **) supports what I initially said that this wasn't an oversight on ***'s Administration behalf its a supported tactic/behavior for their financial institutionFrom this point, I desire to have this noted for the next family to be advised that though we the consumers expect this bank, that we entrust with our revenue to be helpful and have our best interest at handThat's NOT the case with *** *** ***, they should always READ every single line of ANY document that's given from this bankAlso, never use the loan officials over the phones for ANY loan Applications, because you run the risk of altered assets and expenses to get the applications approvedThis financial institution doesn't really care or consider how the family/consumers can or cannot afford whatever loan expenseThis was an awful experience, and having the end result being my family losing not but vehicles was double the impactI just want to help another family so they never experience this from this financial institution

Complaint: ***
I am rejecting this response because: The information mentioned in the response is false. Yes, I have been consulting with an attorney because the situation at hand has cause a tremendous hardship to my family and couldn't be legal. The attorney that is assisting was in contact daily with myself and my ***. The month after this agreement was signed, though it may have been a oversight on our endDue to our correspondence that I've attached, I trusted that *** (the *** ***)and I was on the same page. It was also revealed to me from an *** *** *** named *** in 02/that my ***'s garnished child support wasn't an expense that was factored inWith him paying almost half of his paycheck to child support, that would explain the reasoning for the discrepancies in the figures. We were always asked to submit paycheck stubs with all transactions with the Credit Union. So any numbers that were altered by the finance staff had to be deliberate to get approval, because our paystubs would reflect what income we had. We really tried for over an year to hold out because of *** explaining that we could possibly try to refinance after a yearOnly for us to be declined of the refinancing of the loans based on our credit/beacon score. This was a horrible situation that in the end the ones we thought would help, end up hurting my family tremendously. We went from being financed with a different finance company *** *** making all payments on time since 2011, getting refinanced 2013 with *** *** *** and making consistent payments monthly, then needing another vehicle asking for a replacement vehicle loan and having our income figures altered for the lending approval, and only to be left to default on ALL the loans to leave my family size of * carless! The debt ratio(DTI) for my family wasn't considered or calculated correctly. I don't know if that was done deliberately trying to get my family in an contract/agreement for the high interest rate, but I do know it wasn't fair or rightConsidering the money invested thus far with *** *** ***/*** we just expected more assistance from their staff. We made constant pleas and requests for someone at *** to help with this agreement. We just needed to return to the stable status we were in originally. Not being placed in situations where we can't affectively take care of our family.
Regards,
*** ***

On August 14, I deposited $2,through the drive through window and only $2,was credited to my accountThis incident was reported to upper management and funds never credited to my accountMy next move is to contact the CEO and President of this companyAlso the Banking Commission for the state of MO will be informed as wellThe miscounting of money has happen on occasion by the bank at the West Florissant location in StLouis MO, mainly with in the last yearI've been with this bank for nearly years and never have I experienced such humiliating, disrespectful and unprofessional encounter like the one on August 14, This is unethical and must be investigated

Complaint: ***
I am rejecting this response because: My account is still short $The discrepancy occurred 8/14/Several tellers handled my moneyOne says the deposit was $2,the other stated $2,I have not been made wholeThe miscounting of money has
happened at least timesI have not used Alliance Credit Union's drive-thru sinceThis complaint needs to reach the President of this companyThis problem start happening within a yearI have the right to use the drive-through, however if this helps to minimize confussion, I'm more than willing to do so but it does not change the fact that I'm $shortI am dissatisfied with the respnseThis matter will be forwarded to higher authoritiesSi ncerely,
*** ***

I am rejecting this response because: They state in their response that "it should be reporting the
information" could we have proof of that statement? I don't believe that all issues are resolved as of yet Also, we refinanced with another bank because we did not get a returned phone call from the Manager of the bank to try an fix the problem from the start We left him several messagesWe were just called after we filed this report from someone other than who we asked to speak to
Regards,
*** ***

Company's response below:[redacted], This is a response from [redacted] f/k/a [redacted] of Gainesville regarding Complaint #[redacted]. [redacted] has loan application, underwriting, and processing procedures in place to ensure that the credit union is...

acting in the best interest of the credit union and its membership at all times. During the loan application process, applicants submit their information (personal contact, income verification, potential collateral, etc.) for a review and underwriting process. If approved, the applicants will come physically into one of the branch locations and sign all loan documents required for the specific loan type, including a Loan and Security Agreements and Disclosure Statement. This document would state how the loan funds are being disbursed, including but not limited to: fees being charged, other vendors/companies receiving funds, loans being consolidated/paid off, and cash being received by the applicants. There should be no assumptions or false impressions, since the loan closing includes a review of the Loan and Security Agreements and Disclosure Statement. The applicants also receive a signed copy of all loan documents at the loan closing. I am not sure what led to the applicant’s impressions regarding the details of this specific loan. They acknowledge in the complaint that they intended on trading in an older vehicle([redacted]) that was securing another loan. They acknowledge that the vehicle was never traded in as part of the new loan, nor was it consolidated within the new Loan and Security Agreements and Disclosure Statement, thus the balance owed and monthly payments were still required. The complaint also states the applicants have a monthly income of $2,700.00, but the income verification which was supplied by the applicants, indicates that their income is higher than that amount. The credit union and the members have spoken multiple times since the original loan date. Twice the members have had an attorney partake in the conversation on their behalf, but every time the members never follow through with the actions needed on their end. The members stop communicating with the credit union and the attorney(s) they have obtained, only to cycle back around and go through the same process and have the same conversations a few months later. The credit union is willing to assist and has offered resolution to this matter, we only ask the members to hold up their end of the agreed upon plan of action, and meet us in the middle.  [redacted]

At this point [redacted] is willing to assist the [redacted] family with this situation. We do not have the necessity to dispute facts and/or assumptions. The credit union has reached out and offered potential resolutions regarding the situation, but has not heard from the [redacted] family or the attorney assisting them for almost 30 days. Without response, we have no choice but to move forward with a normal course of action on our end.

The credit Bureau should now be reporting the information and it is our understanding the other loan has been refinanced through another institution.  We believe this takes care of the issues.

See attached.