Consumers Cooperative Credit Union

I recently refinanced an auto loan with Consumers Credit Union. Per contract the first payment would be due 12/09/2018. However, I received a statement 11/30/2018 that showed the due date as 12/09/2018, but the total due as being 0.00. So I believed that Consumers Credit Union was not expecting payment til Jan. Then on 12/13/18 a representative of the credit union called and said the payment was 4 days late and that a late fee would be assessed following a 10 days grace period. I spoke to a supervisor at the credit union who was sympathetic to the confusing nature of the statements, but unable to do anything about it. I would like to be able to make the first payment Jan 2018 without penalty. And also, for Consumers to be transparent in their billing. This seems like a scam to confuse customers into paying unnecessary late fees.

Consumers Credit Union forced placed insurance on me for several months and did not inform me until October of 2018. They charged me a total of $624! I called their insurance department and they verified that I indeed had active insurance and that they will be sending a refund check to the loan department. They refunded the check 10/23/2018. It is now 12/05/2018 and I still have not received the balance towards my loan. I’ve called consumers several times for several hours, spoke with 3 different departments and even was lied to by a manager named David stating they received the check on 11/29/2018 and it will be credited to my account. I’ve called consumers several times since then and now they are saying they have no record of receiving the check. They called and verified that the check was mailed but have not made any effort to credit my account. I can’t get a manager to call me back regarding this. I’ve been dealing with this since 10/19/2018!

I’ve had nothing but issues with this company regarding billing. They forced placed insurance on me unknowingly when I’ve never had a lapse in insurance. I resolved the issue with the insurance department for Consumers and they stated they sent a check for $624 to the loan department on 10/23/2018 which will be credited on my loan. It is now 12/05/2018 and the credit still hasn’t been applied. I’ve called consumers since 10/23/2018 to get this resolved and no one can give me an honest answer. I spoke with a manager David on 11/29/2018 and he informed me that they received it that very day. I’ve called back several times since then and everyone is telling me that they have NOT received it. For a manager to lie so that he doesn’t have to assist me is absolutely ridiculous and unprofessional. This issue STILL hasn’t been resolved and I can’t get in contact with anyone that’s willing to assist me. Very upsetting and time consuming.

Transactions with this financial institution have not occurred and are impacting customer accounts. Consumers credit union refuses to process transactions as a financial system and will not process a transaction with the California Franchise Tax Board which is now charging late fees. Consumers credit union denies its obligation to make payments as requested. Consumers Credit union was instructed to make the payment on October 1, 2018. It no only didn't enable the transaction, they didn't inform me that the transaction didn't occur. I have confirmation numbers from California Franchise Tax Board (FTB) which assured me the transaction will be processed. Since Consumers Credit union refused to process the payment and didn't notify the customer late fees have been charged. California Franchise Tax Board was contacted and they confirmed that they have the correct account information in order to process the transaction.

Since the merger with *** Credit Union, customer service has gone from fair to the worst in the industry. Hold times on phone calls last a minimum of 15 minutes. Once connected you will wait at least 15-20 minutes more. They have removed the ability to send them a secure message. At random, they will put a block on making charges and it takes hours to re-activate the account.
They used to have a very good rewards checking feature. Now this feature has been degraded by (1) reducing the maximum balance on which interest is paid and (2) by increasing the hoops you have to jump through, e.g. $500 minimum monthly deposit, 12 debits totally at least $100 and charges of $1500 on the visa card per month.
As interest rates are now going up, at the earliest opportunity I plan to close my account here. If you do not have an account, you definitely should look elsewhere. If like me you are now unhappy, the best thing to do is to close your account.

I have been a member with CCU for 10+ years. I called them on 9/24 that there was fraudulent activity on my account. I asked for a new account number and a new debit card. I was promised everything was taken care of, my debit card was canceled, and I would receive a fraudulent report form to fill out. I never received this form and my debit card still works. I have spent now, 20 minutes on hold using their "certified member" verification process. Their customer support is depolarable at this point.

I have 4 different accounts with CCU and always seem to have a problem with ACH's being debited against my account and available funds. I recently had an ACH for $27.00 that was setup to be withdrawn 8/31/18, was not debited until 9/5/18 (pending), I had a balance AVAILABLE of $75.59 with the $27.00 transaction pending. I withdrew $75.00 9/5/18 at 6:30PM, and the next day 9/6/18 I see the transaction reversed and what I see to be tried for $30.00. I tried calling the Credit Union but could not speak with a representative because I didn't have enough time on my lunch break. That night I saw I was negative $7.42 and thought that was odd, so I moved money from credit card (It's with CCU) to my checking account. Again, I see at 11am 9/6/18 my account is now negative $18.42 with the $27.00 ACH being rejected and another $30 showing. I called the Credit Union 9/7/18 and spoke with a representative who argued with me about how I was short $4.42 for the first ACH and the $30 is actually a fee. It DOES NOT show it being a fee, or have a description of it being a fee, had I known that I would have put more money in my account. The representative I spoke with said there's nothing they can do for the fees, so because the way they do the processing, it shows my ATM withdrawal first before the ACH being debited and because of $4.42 I have to pay $60 in fees from the credit union and $27 fee to my credit card company I was paying the $27.00 too. and I am livid.

Valerie at CCU provided me with the best loan experience ever! Positive, quick, efficient, diligent, thorough communication, all with the best rate of any other bank.

I am being unlawfully billed for what CONSUMERS CREDIT UNION refers to as a Force Placed CPI Insurance. I recently re-financed my auto loan with this credit union in June of 2018. However, after paying my first scheduled payment I noticed that I was being charged for as previously stated a Forced CPI Insurance. I haven't any clue as to why I am being billed for such fees as I have FULL Insurance coverage including GAP and PIP on the vehicle that is being financed. I sent validation of said insurance coverage along with my credit application as required by law. I recently contacted CONSUMERS CREDIT UNION who forwarded the issue to the loan officer who handled the loan request Vonchelle ***. Vonchelle ***, a loan officer at CONSUMERS CREDIT UNION contacted me via email on August 20, 20018 and assured me that she would take care of the issue as I emailed her a current Insurance verification form from Progressive Auto Insurance on August 21st of 2018. I however have not received a response from CONSUMERS CREDIT UNION or Vonchelle *** regarding this issue after the fact. I did however notice that another Force Placed CPI Insurance fee was charged on 08/24/2018 and has not been refunded. CONSUMER CREDIT UNION has thus far over-billed me for $420.00 [USD] plus accrued interest.

SINGED,

JOSHUA ***, M.S.

I've banked at this credit union for more than 6 years. Over the years, I've had to call for various reasons. The standard process is to hold for 10 - 15 mins then be transferred around to multiple representatives. I always talk to at least 2-3 people.
I made the mistake of getting a Visa credit card through the Credit Union and have had nothing but problems. The final straw was a few weeks ago. My card was declined. I thought that was weird since my payments were current. So, I called to see what was wrong. I was told that my account was locked. Why? Because there was fraudulent activity on my card....4 days prior. It took them 4 days to notify me that my account was at risk! And then they didn't notify me, I called THEM. To make matters worse, the security department is very rude and acted as if I had done something wrong. The first person I talked to said that I did not have a phone number on file and one could not be added because my account was locked.
I was transferred to another department. I was told they tried to call my phone but it was not a working number. I have had the same phone number for 15 years. After confirming the fraudulent activity and requesting a new card, I asked them to update my phone number. That person couldn't do it either. So I was transferred yet again.
The third person stated they would be glad to update my contact info but the number I gave was already on file........Notes in my file stated multiple attempts to contact me. Blatant lies. 2 weeks later I got a letter in the mail to inform me of the fraudulent activity on my account. I literally laughed out loud. *** and *** have text and email alerts...Consumer's uses snail mail.
I filed a complaint with the Credit Union and received a canned, unhelpful response. Whatever, I'd moved on. Then a week or so later, with my new card in hand, I attempted to updated my online banking with the new credit card number. After entering my email address that I've had for 5 years, I was told it was invalid and my account locked.
I dutifully called and again 2-3 representatives later I was told that I would receive an email to reset my account at which point I would be able to add my card. I patiently waited but no email came. When I called the last representative back she kindly informed me that my card didn't work because it was not saved in my online profile. Would I please log in and add it. Really?? My account is locked. I cannot add it. Hence my calling you. This was the person that told me I would be getting an email. Are there no notes in my file describing the issue that I was having? Can you not refer back to my call history and see why I called you last? You have no record of a known, reported problem? The answer is No.
I had had enough and then set about trying to close my accounts. I called on a Friday and was told that the person I was speaking with could not close the account but a specialist would call me back within 2 business days. Big surprise - no one called. On Tuesday, I spent another 15 mins on hold only to be told that my account was already closed. No call to confirm the closure, no email, nothing.
All potential customer's use this a cautionary tale and bank elsewhere...

I paid off my car loan with this bank almost a month ago and the title has not been released yet. The payment was cleared from my account almost immediately and I was told the process of getting my title was 8 weeks long. I have been waiting for the title to be mailed according to their timeline and they still have not mailed it and it is affecting my ability to sell my car.

I closed my account May 2017 in person at Consumer Cooperative Credit Union in Waukegan because they would not let me do it over the phone. I was advised that no collection efforts would occur because I settled the account. Weeks later it was reported that I was delinquent to credit bureaus. Consumer updated the account as closed but continued to report it as delinquent cause negative impact to credit profile. I visited the branch twice in June and spoke to assistant manager and manager. Spoke to call center manager in July who sent me letter validating my claim that the account was paid in full. Whenever I escalate my situation for resolution Consumer reports me as delinquent causing more damage to my credit profile. The most recent delinquent status is July 1, 2018. Consumer continues to retaliate against me by reporting inaccurate information on my credit file violating my rights under Fair Credit Reporting Act. I have produced bank documents for proof of payment and letter from Consumer they sent me but they won't stop reporting derogatory comments and *** wont remove either.

I am beyond unhappy with the refinance of my vehicle of over a year ago. I refinanced with Consumer had to hound the representative to obtain the information I needed in order to get plates on my car. After one year my plates are up for renewal with no notice from the DMV. I had the secretary of state bring up my plate information with a picture to find out that consumer credit union never processed the title or registration of my vehicle. *** issued the title to them once they processed the loan but yet a year later process title and registration listing them as lien holder. I have been a driving a vehicle with locked plates, owe over 35k for a vehicle that I cannot even use. I have yet to hear from them to find resolution. DO NOT USE CONSUMER

On May 11, 2017, I called consumer credit union in behalf of my husband to discuss an old debt that is showing in his credit reports. Consumer credit union verified the debt over the phone in the amount of $2600+. I requested Consumer Credit union to give us a written validation of debt to which the credit union responded "the debt is with *** consulting now and they can provide you that. We do not have anything". I also asked Consumer credit union rep why they reported a different amount than the collection agency and the rep said "I am not sure, I would think collection fees but it shouldnt be 1k". Consumer credit union rep then transfered me *** consulting and I spoke to Gary. Gary verified the debt in the amount of $3600+ and I asked why the 1k difference. He responded thats how much Consumer Credit union charged it off. I said no, consumer said and reported that they charged it off at $2600+ and he said well I don't know. I then requested a validation of debt and a break down of the 1k and Gary said we do not have anything like that and I do not have to provide you that. Our consumer right was violated upon that refusal to provide validation of debt. We emailed [email protected] regarding this issue and we did not get a response. on 5/17/18, I called *** consulting back and spoke to Gary again. I, again, requested a validation of debt to which he responded "I do not have to provide you that. Your rights have expired after the first 30 days and so I am declining that request". I told Gary I will consult a lawyer to which he said "since you said the word attorney, I will no longer speak to you about this debt and if you didn't have an atty, you will have to get one now" then proceeded to hang up. We have no recollection of this debt nor we will not give a collection agency thousand of dollars without any paperwork about the debt. Neither consumer credit union or *** will provide validaiton of debt in two occasions.

I’m not sure what has happened in the last few months, maybe CCU has gotten too large to handle their customers but the past few months have been exhausting to deal with them. I just recently attempted to pay two auto loans that I have with them. Calling after my due date but before my grace period ended (10 days). I spoke to a woman named Betty who I found out was a third party rep. Betty assured me my neither of my payments would incur late fees. She took my email and told me a confirmation would be mailed to me. Never got the email. 3 days later I received a phone call from a “specialist” stating my payment was never processed because it was now late and they had to include the late fees. Of course it’s late now, you took three days to call me back to push me over the grace period. This is the second time in 3 months they have done this to me. Is this some weird scheme to get a few more bucks out of your customers? I’m honestly fed up. Consumers use to be great, not so much anymore. Waiting on a manager call back, I’m guessing they won’t be of any help either.

Ive only been a member for 3 months. I was looking towards a long lasting relationship but that is going to come to an end very quickly. I have an auto loan with you which the rates are decent I'm ok with that. You guys make money and I pay a little less than my previous lender. Its a win win. What I expect when I call in is to be treated with the same respect that I treat your reps with. You guy's fell short on the last call I made. I was looking to get a new loan and I simply asked for the status of this request. The rep was rude and said we cant verify your identity I was what can be done about it. She just kept repeating the same thing over and over and over again. I asked again what can be done she says you will never get another account service with us again. Mind you I've not been late never said anything even remotely rude. I've had well over 200k in loans all paid off never late in the past 10 years which you would know had you checked

I've had nothing but problems in dealing with this business. The person that I've been working with, Ching *** and she is no longer returning my calls or emails. I've left multiple messages for managers, but have had no returned phone calls.

My account is not up to date, and I was charged me twice for this month's payment.

Looking through the account is confusing. The method that Consumer's Credit Union is using is unclear.
From my calculations, Consumer's Credit Union is adding costs to my loan regularly. I have gone through every date and every transaction and I can list it out for you; it is absolutely nonsensical.

Additionally, I'm being charged about a third of what I pay for some sort of insurance. I specifically (and have proof through an email sent on October 29, 2017) told the banker I was working with that I did NOT want any insurance and it was slipped in to my costs anyway. This is a blatant disregard of my trust.

Ultimately, my initial loan was 14,868.70. I have made three payments toward this loan. The payments were, 369.96, 370, and 370. (I was charged twice this month.) To that effect, my loan should now be at 13,758.74, yet it is at 13,888.37. That is a discrepancy of 129.63. Where is this money?

I have called the 1800 number several times and asked to speak to a manager, but nobody has ever called me back.

At this point, I'm very concerned about my having any finances through Consumer's Credit Union. I am trying to find a solution to this problem and I feel that, as a customer, my needs are not being put first. Consumer's Credit Union is charging me without reason and randomly adding costs to my loan.
I did not agree to any of this and I feel that the business is making fraudulent debits to my loan.

Absolute worst customer service I have experienced from any company! And to think they boast that “your life is our commitment” what a load of crap!
I should have listened to the negative reviews before opening an account with them back in 2011. They assured me that even though they were in another state there would never be any issues accessing my money should I need it. Well everything went along just fine until I DID need my money, to make a down payment on a house. I was supposed to put the money down on 01/12/18 and I started calling Consumers that morning requesting a wire transfer to another account of mine here in NC. Well the first few reps I spoke to didn’t have any idea that wire transfer was even an option and told me the only thing they could do was mail a check which would take 5-7 business days and there was NO option to pay and have it any sooner. So after spending 7 hours on the phone Friday leaving messages with 5 different employees NOBODY was able to get it done. Then one of the reps calls me back at 7:30pm just to say she couldn’t do the transfer because it was after hours. Ummm duh? But, she assured me if I called back the next business day they would be able to take care of it immediately with no issues. It is now TUESDAY ?! And I have spent yet another ENTIRE DAY calling this credit union and everyone that I spoke to would say “oh only a specialist can handle that and you have to wait on them to return your call”. With NO way of transferring the call, so I continued to wait, And every 20 or 30 minutes I would call back again and go through the same circle of idiocy. FINALLY after speaking with a total of TWENTY TWO PEOPLE and getting extremely irate with the manager in the accounting department he said he would do the transfer (this was at 4:50 est time.) But, too little too late. The the cut off time for a transfer is 4:00pm. So I STILL don’t have my money! I cannot believe how badly I have been treated and how negligent these employees are with their job! It took from Friday morning until WEDNESDAY for them to give me my money. If I had known how horrible this experience was going to be I would’ve driven to Illinois and done it myself. Since apparently nobody there wants to do their job! Wish I could leave negative stars!!!! I will be withdrawing what’s left of my money and closing my account!

I would never recommend consumers credit union to anyone. this is the worst bank. I have a car loan with them and due to an error on consumer credit union now my credit will be affect in a negative way. they have change my due dates with out even reaching out to the member to advise them on new due date. they seem to not even care when I ask how can we resolve this issue. there main concern was when will they get a payment. I hate that I which to this bank. and cant wait until I'm able to close this account and move on. DO NOT GET A CAR LOAN WITH CONSUMERS CREDIT UNION.

I've been a customer of CCU's for about a year, and have been very happy with their service and products!

I would have no hesitation to recommend CCU to anyone! As long as you pay attention to meeting the requirements for the high interest, it's pretty painless.