The Credit Union Loan Source Reviews (%countItem)
The Credit Union Loan Source Rating
Address: 10800 Alpharetta Hwy STE 208 #759, Roswell, Georgia, United States, 30076
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I paid a money order to this company in March and paid them again in April.I paid the car out in April and they won't return the payment that they initially claimed they never got in March . They won't let me speak to a manager and on top of that they're very unprofessional.I just want my money back .
Billing Adjustment I won't my money back , because that would be an overpayment for them
We are sorry to hear that your experience with Customer Service has been less than excellent. We strive to ensure all of our customers receive the best service. Our records indicate that you spoke with several senior representatives and they advised you that we received payment on March 25th for your February payment, which is presumably the payment you are referring to in your complaint, and received another payment on April 10th, which was applied to your March payment. On April 15th, we received and processed the payoff check for your loan, which took into account all posted payments, including late fees, and was an overpayment of $30.79. You will receive a check in the mail for this amount within 10 business days. If you feel that a mailed payment was not received by our lockbox, please provide us with a copy of the payment and we will gladly research. Thank you.
I tried to make my monthly payment last week and it says I only owed 26.00 and thats all it would let me submit. I tried to call and their recording states that they are going through a system upgrade and my hold time was over an hour. I then receive a statement this week that o owe over 1200.00 and this includes a 236.00 late fee. I've never been late on a payment ever. I the log into my account and it shows I only owe my regular payment amount. There is no breakdown of information. I've emailed with no response. This company is awful and a scam.
I purchased my vehicle in December of 2018. My first payment was due Feb. 3, 2019. I never received a bill from the company so I finally found an address and send my first payment. My bill is due the 3rd of every month. I have paid on time since Feb. I received a bill in the mail today saying I am past due and that I owe $1,255.88 including a $59.80 late fee. I checked my bank account and discovered that not only have I paid every month but they (Credit Union Loan Source) took out a second April payment without my consent. So actually I should be ahead in my payments but they are saying I am behind. I can never get anyone on the phone and I don't have all evening to sit on hold. I have a family to take care of. I am sick of dealing with this. I need someone to contact me about this bill and late charge that I should not have.
Product_Or_Service: Ford F150
Contact by the Business I want the late fee removed and I need someone to fix my account. I would also like to talk with someone about why my payment was taken out of my account without my consent.
Our Manager of Customer Service has called you to review your account. Please return his call at your convenience. Thank you.
We sincerely apologize for the bad start to our relationship. Our manager of Customer Service has reached out to you and left a voice mail with his direct number to call back at your convenience. Our records indicate that we received two separate checks from you, both of which have been applied to your account. Because you did not receive our welcome letter, we have waived the late fee for your first payment. In addition to the paper checks we received, we received a signed authorization from you on 3/11/19 to automatically debit your bank account on the first of each month, beginning April 1, 2019. Therefore, a payment drafted on April 1st. Your account is current and due to draft again on May 1st. If you wish to make any changes to your account, please either login at www.culoansource.com or call us to assist. Thank you for your business.
I have had this company for 2 year and I have never had the need to reach out to customer service within my term with this loan company. I make my payments online all throughout my contract with CULS. Effective 01/01/2019. They had a system change and no longer accepting payment online. I never receive any notification of this change but I did notice in February when I went to make my monthly payment it was no longer available until you set-up an ACH with them. I did not want to do that so I called and made my payment through their phone system. I notice I was change twice but did not address it because I thought it was something I did via the phone and thought the next month it would be cleared so no I am 1 month ahead which was not a big deal. I called today to clarify the issue since I traded the vehicle in effective 03/29/19 and I was told the company set-up and additional account on my behalf with out notification. The new account that was set up was set up with ACH which was not what I wanted. I have been logging in all the time trying to stop the ACH and was unable to due to the fax that two online accounts have been set-up with out my knowledge. When on the phone with the 1st rep Jasmere in the middle of me trying to explain my situation the rep says to me "Can I speak" She was rude and very unprofessional. I asked for a supervisor and Jasmere comes back and says no one is available she can email someone and they will get back to me. At this point I didn't trust that should would even relay my concerns so I opted to wait 30 minutes for Ashley Scott to address my concerns. while Ashley was able to provide clarity and provide more context. I still feel it is in poor taste that a company sets up and additional online account for their customer and put them on a ACH recurrent payment without notification. I am glad I will not longer have to deal with this company and I was given instructions to cancel the ACH but I feel they should have done it themselves. Worst customer service ever.
Product_Or_Service: 12/03/2015
Account_Number: XXXXXXXXXXXXXXXXX
No further contact by the busi Simply wanted to provide my frustration with this company being that after 2 years of excellent payment history means nothing to them and customers are just an account number. Stay away from this loan company. they will make policy changes without notifying their customers.
We regret that you received incorrect information regarding the changes made to our online payment options and account access. We want to clarify that for you. One of the changes we made prior to our system conversion in February was to payment options: as of 12/29/18, one-time ACH payments no longer required a payment form. That form was removed and replaced with a form that was disclosed as being required only for recurring ACH payments. The instructions on our website provided customers who wished to make a one-time ACH payment with a link to a third party provider to make the payment. Unfortunately, you completed the recurring ACH form in January, which is why your account debited again for the February payment. On 2/15/19 we mailed you a letter giving specific instructions to login into your new online account, which was created for you during our system conversion. If you did not follow those instructions, or those on our website, then you inadvertently set up a second online account, which was not populated with our account information. We apologize for not making this clearer in our communications with you. We note that your loan is now paid off and thank you for your past business. If you have any further questions, please contact us.
After making a payment over the phone I logged in to my online account via the company website. Upon logging in I noticed that my account was listed as past due and the amount due was wrong. I called on April 1st to inquire the CSR I spoke could only send a request that upper management call me which by the end of the day no one did. I called back later that day the second CSR I spoke with didn't let me explain was I calling just blindly transferred me to someone else. After looking over my payment history I noticed I made three payments in one month so that would have cover any missed payments that according to their system I am behind. I explained this to the third person I spoke to who in turn had to send the information to account. Yet receiving no call back I called back on Friday, April 4th and April 5th with no resolution or an answer to where the extra payments where applied. On April 5th I sent an email to the president, a few other senior managers and customer service only to receive an auto reply email. So to this date my account had not been adjusted nor has any replied or called to discuss my issue. Am I being scammed to pay more money since no one can tell where the payments are'?
Billing Adjustment My account should be adjusted to reflect that it is current since there were three payments made in one month. Someone to contact me to explain where any of my extra payments were applied to, why the payments where not applied to missing payments and to let me know that my account is adjusted.
Thank you for contacting us. We understand that you have spoken with our manager of Customer Service and he has provided you with his direct phone number for future communications. He is currently working to resolve the issue. However, if your issue is not resolved to your satisfaction, please let us know. Thank you for your business.
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue has not been resolved with my account nor can anyone tell me where my "extra" payments have gone. I'd like to know where the money went and why it was not applied correctly and why can't I receive call backs as promise!!
Our records show recent communications with you in regards to your account. We have provided you with an account history explaining the late payments, where your payments have been applied and ways in which we can help. If you require further assistance, please reach out. Thank you.
I have been paying my monthly payments on time. This month Credit Union Loan Source has went through a website change. As a result, their previous website was taken offline forcing me to create a new login. I was unaware of this change as the company does a very poor job of communicating with its customers.
I have called multiple times to speak with a customer service representative without any luck. I can not see any of my previous statements , payments or detailed history of the loan. Very poor accounting practices for 2019.
I would like to see a complete and detailed statement of my account along with a change in the current website to mirror the payment history I have made.
Product_Or_Service: 2019 GMC Sierra
Contact by the Business I would like to see a revised website, and a paper copy of my statement monthly. I can not access my payment history now that the website has been converted to its new version.
We regret that you have been unable to reach us for help with your account login. We are working hard to assist all callers and call volumes continue to be longer than normal. Per your request, we have prepared a payment history for you and will email to you today. You will be able to view these details once you have logged into your account by clicking the "View Details" tab on the top toolbar. We realize this tab is not always obvious and have asked our vendor to make it bigger/brighter for customer convenience. We appreciate your feedback and assure you that the newly designed payment portal brings enhanced capabilities over the previous portal. Please let us know if we can further assist. Thank you for your business.
We purchased a Kia Sorento from Keffer Kia on Feb 2nd 2019. It was financed through Credit Union Loan Source (CULS).
CULS did not send any statement or written communication to us on our address ever.
We called them on March 18 to understand when the first payment was due and how could we access our account. We were provided online access. We informed them that they have not sent any written communication (email, txt or mail) to us about the loan. We expect a statement from them. They assured that one will be sent to us shortly.
We paid off the entire loan on March 18 using their online system. We expected a communication from them in mail indicating that the loan has been paid off. None arrived.
On March 25 we called their customer service again and informed them that no documentation about our loan has been provided by them to us until that date. The service rep said that it will arrive within 3-5 business days. We also informed them that we need the Title for the car mailed to us on our address because the loan has been paid off. The rep replied that it will be sent in few weeks.
Today is April 3rd. It has been over 2 months and yet not a single piece of communication has been sent by CULS on our mailing address regarding our loan, payoff or Title.
We are extremely concerned that we are being deliberately ignored and/or being targeted by the company for nefarious purpose.
We demand a written response from the company to our mailing address or else we will be forced to take legal action.
We also demand from the company to ensure that no derogatory remark must be made on our credit report because we did not miss any payment (although the company never provided us with any written statement).
We also demand that the company offer an apology to us for this trouble. We are hoping that they do not repeat this behavior with any more of their customers in future.
Product_Or_Service: Kia Sorento
Account_Number: XXXXXXXXXXXXXXXXX
Other (requires explanation) We demand from CULS - (1) written response from the company to our mailing address showing loan payoff (2) send the Title for the car to us (3) ensure that no derogatory remark must be made on our credit report because we did not miss any payment (4) an apology to us for this trouble (5) not to repeat this behavior with any more of their customers in future
We apologize for the lack of communications since your purchase on February 2, 2019. CULS underwent a system conversion in February which unfortunately caused several glitches in the automated sending of welcome letters, statements and payoff letters. The situation has now been corrected and you should be receiving your payoff letter very soon if you haven't already. We confirm that the title release has been manually requested and will be mailed to your address on record. Please allow 10 days for it to be received. Again, we are sorry for your frustration and assure you that we aim to provide better service.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company explained the cause for the issue, accepted responsibility and apologized. The company has confirmed that payoff letter is being sent to us. We have received the title in mail.
On 3/1/2019 I made a payment to credit union loan source through there website. The website showed I only owed $13.00 I paid with the understanding I was caught up on my car note. On Sunday 3/31/2019 I got a call saying I was 3 months behind and I needed to pay $357 or they will be repossessing my car. I couldn't make that payment due to not having the money on a same day notice. Tuesday morning 4/2/19 my car was repossessed. After speaking with one of their advisors they said I have 10 days to pay $1000 to get the vehicle back. I spoke with another advisor this afternoon to get the entire cost and to get it writing via email/mail. The cost went up extremely high from $1000 to $1700 in the matter of one day. I was given a hard time only ending in the advisor saying that they cannot send the total via email. The advisor also told me they will need 48 hours to contact the third party for a statement to give me and that the 48 hours will still count towards the 10 days.
Product_Or_Service: 2015 Chevy Cruze
Account_Number: XXXXXXXXXXXXXXXXX
Explanation of Charges Explanation of charges
Our records indicate that monthly statements have been mailed to you since the inception of your loan. These statements include all current and past due amounts plus fees, including late fees. Your account has been delinquent several times over the past 12 months and we have notified you of the requirement of strict compliance with your agreement several times. What you paid on 3/1 was a late fee of $13.23. Our records indicate that we have spoken to you several times since January 2019 in an attempt to bring your account current. On 3/29 you spoke with one of our agents who advised you of the amount past due and that if a payment wasn't made, your vehicle would be assigned for repossession. As no payment was made, your vehicle was assigned for repossession on 4/1 at 75 days past due. In order to redeem your vehicle, your account must be paid current, including April payment, plus repossession and redemption fees. The total amount now due was reviewed with you over the phone on 4/6 and an additional statement has been mailed to you, as requested. If you require further information, please let us know.
Since January 2019, my car payment has been automatically withdrawn from my bank account without my consent. I have read other complaints about this. It appears that with the new changes, we (all)have mistakenly placed our payments on auto draft.This is what I am reading... Okay, that is fine BUT how do I remove it'??'I have went on the site to try to remove this but it says that I am not on auto draft.That means I can not stop the draft!!!!!!!!!!!!!! You keep taking the payment out a week before it is due every time so, how do I stop this draft'??'? Please do not say that I will have to follow the instructions because there isn't any. The only way that I can think of to get away from this company is to just refinance with someone else, because your website is not helpful. No one can actually get through when calling. I give up! Worse company that I have ever dealt with and I haven't been able to even speak to anyone!
Billing Adjustment I would like for my account to be removed from auto draft immediately.
We regret that you have been unable to reach us to help with your account login. We are working hard to assist all callers and call volumes continue to be longer than normal. As requested, we have canceled the recurring ACH payment from your account as of today's date. In order to view your account, you must login according to the instructions on our website, which were mailed to you on February 15, 2019: Provide the following information in the payment portal: User name = First letter of the primary account holder's last name followed by the 17 digit account number. For example, *** username would be SXXXXXXXXXXXXXXXXX. Password Primary borrower's date of birth in the format MMDDYYYY. For example, *** date of birth of *** would be entered as XXXXXXXX. You will be prompted to change your password *** If you logged in using any other credentials, you have created a second account that will not show your account history. We apologize for this inconvenience. If we can be of further assistance, please let us know.
I purchased a car back in 2017 through *** Chevy and Credit Union Loan Source was the lender assigned to my account. Fast forward almost two years later and perfect on-time payments, we decided to trade the car in for a new car.
We traded our car in and again, Credit Union Loan Sorce was our lender. A day later they call to tell us they have the wrong social on file for me. Turns out they have had the wrong social since 2017!! They have been reporting to the wrong person's social! I had no clue.
I worked with them and got it resolved ASAP! But, the revoked our loan and left us without a car and bad credit! They refused to report our on-time payments to my credit and left me without a car. They refused to return my phone calls and will not work with me to fix my credit! I have had on-time payments and even doubled up on payments for some months.
I had no idea they had the wrong social for me and didn't even know it was possible for this to happen! Credit Union Loan Sorce is not willing to help me in any way!! They revoked my loan and left us with bad credit and no ride! Even though we had perfect payment history with them!!
Correction to a credit report I want the correction made on my credit report. I went from a 6% interest rate with Credit Union Loan Sorce to a 27% interest rate with another company who would take a chance on us!! We are paying a double amount of the original loan with Credit Union Loan Sorce! Even though we signed a contract with them they will not honor it! I want the contract back with the low-interest rate and my on-time payments from the last two years reported on my credit report! I
We regret that the incorrect Social Security number came over on your original credit application from the dealer in 2017 and thank you for contacting us to correct the error. We have verified your correct Social Security number and will be reporting your credit history to the credit bureaus at the end of the month, per our normal reporting procedures. In regards to the application we received from *** Chevrolet on March 9, 2019, that application was declined as it did not meet our credit guidelines. CULS did not purchase your contract from the dealer. You should receive the required notification via mail within 30 days. If we can be of further assistance, please let us know. Thank you for your business.
(The consumer indicated he/she DID NOT accept the response from the business.)
Will you be reporting all past on time payments to the credit bureaus? The only reason we did not meet your guidelines is because you were reporting to the wrong social security number. We made on time payments, some times double payments each month. Our interest rate went from 6% to 27% because of this error. Our payments nearly trippled. How can we not be approved for a loan with you guys. We have great payment history. This is just awful! A huge mess. There has got to be something we can do to fix this. Please let me know if you have any suggestions? Maybe after you report to the bureaus my credit score will go up? Would I meet your guidelines then?
I am just so confused how you can not do business with me since I have outstanding on time payments for almost two years all because of an error from the dealership.
(The consumer indicated he/she DID NOT accept the response from the business.)
When should the payment history be on the credit report? *** called and told us the car had been paid off and we don't owe y'all anything Can you please confirm this to be true.
We confirm that your account has a $0.00 balance and is now closed. We also confirm that our March 2019 credit reporting files have been submitted to the credit reporting agencies. Because each credit reporting agency updates individual bureaus on a different schedule, we cannot know when the information will be available. Please check with the agency listed on the letter you received from us for any credit bureau questions. Thank you.
this is the absolute worst company I have ever had to deal with. They are constantly changing their website making it confusing and difficult to even make a payment. Right now I cant even make a payment. I reached out to customer service and they told me it will be more than a 3 day turn around time to even get back to me about not being able to pay my bill because their new portal is showing that I only owe $20 when my loan payment is much more than that. avoid this at all costs...
They literally WILL NOT ALLOW ME TO PAY MY BILL! I've tried their website and automated phone service! The site doesn't work on ANY of my devices. Then they have the audacity to tell you that you must pay a $7.50 fee to pay by phone. I try to pay by phone and that doesn't work either. I'm sure they'll charge me a late fee now. WHAT A SCAM!!!
This company not only charged my account without my permission, they have added a $67 charge to my account. The reason they did it is because they know that GAP is about to payoff my account. I have NEVER been late on a payment and they stole money out of my account with out my permission and now I have some bogus charge on my account in an attempt to try to keep my overpayment from my GAP company.. this is highly unfair and they have very bad business practices. Now you can't get in on the phone lines to get resolution to your account because they know that they are robbing customers and stealing from their accounts. What worse is that the stupid new system will not show account history and you can't cancel the automatic payments. There is ABSOLUTELY NO WAY TO CANCEL THE ACH THAT I MEVER SIGNED UP FOR. Fix my *** account NOW.
Billing Adjustment I would also like to be contacted
Ms ***:
As has been explained to you by customer service, when you filled out the form to make your January payment, you signed up for recurring ACH. This was disclosed to you both on our website and on the form itself. Since you did not cancel that ACH, another ACH was processed at the end of February. I do know that our customer service supervisor has confirmed for you that your ACH has been cancelled.
We received your GAP payment and we are currently processing an overpayment check back to you for $1,940.40.
Thank you for your business.
You said this was being processed, however I called this morning and it is not being processed. I called spoke to someone over two weeks ago and the said it would be processed in 10 business days and this message says it was. Simone needs to process and refund my money. There is no way I should be waiting this long.
Our records show that check # 7184 was mailed on 4/3/19. Please contact us if you have not received it by Monday, 4/15. Thank you.
I have always made my monthly car payment via a one time payment and I never authorized auto debit. I recently made my March 5 car note payment on 2/27/19 and my check cleared on 2/28/19. The check was for $830.00. Today, 3/5/19, CULS withdrew an additional $830 from my account. After waiting on hold for 45 minutes I was told by the agent that all customers were placed on auto debit with the new service upgrade. I never authorized this. The agent told me that she would sent an email to me to which I could respond and decline auto payment. Still waiting 1.5 hours later. She then told me that I would need to go to my bank and have them reverse the withdrawal. Of course my bank said they could not do that because it was an autorized debit and the bank stated to go back to CULS. I am now on hold againg with no resolution.
Refund I want $830 put back into my bank account immediately and to be taken off auto debit which I did not authorize.
We apologize for the longer than normal wait times you have experienced as a result of our system conversion in February. We are working hard to make sure all of our customers get the attention they need. One of the changes we made prior to the conversion was to payment options: as of 12/29/18, one-time ACH payments no longer required a payment form. That form was removed from our website and replaced with a form that is required only for recurring ACH payments, which was disclosed on both our website and the form itself. The instructions on our website provided customers who wished to make a one-time ACH payment with a separate link. Unfortunately, you completed the recurring ACH form, which is why your account debited again for the March payment. We note that you have been refunded that payment and recurring ACH has been canceled for your account. We regret that you received erroneous information that all customers were placed on auto debit with the new service upgrade as you state in your complaint. That is simply not true. One-time ACH payments can now be made directly from your online account for a convenience fee of $7.50 per payment. As always, payments made by mail or recurring ACH are free of charge. If we can be of further assistance, please let us know and we will contact you directly. Thank you for your business.
(The consumer indicated he/she ACCEPTED the response from the business.)
My refund was made but took longer than the 3-5 business days I was told. I will say that Crystal ***, the rep that helped me, was very professional. She also suggested that I use bill pay directly from my bank to avoid the $7.50 charge.
I HAVE CALLED NUMEROUS TIMES TO GET MY BALANCE, UPGRADE ACCOUNT LOGIN AND PASSWORD AFTER THE COMPANY REDIRECTED LOGIN TO A DIFFERENT SITE. TO PLACE A CALL TO THIS NUMBER, 1-866-612-2857 IS A HOLE TIME OF 45 MINUTES TO 2 HOURS. IF YOU WAITED FOR THAT LONG AND IF YOU FINALLY MAKE A CONTACT, THE ASSOCIATES ARE VERY UNPROFESSIONAL, RULE AND WILL GANG UP THE PHONE IN YOUR EARS IN A SECOND KNOWING THAT YOU CANNOT ENDURED ANOTHER 75 MINUTES OF WAIT TIME IF YOU DECIDED TO CALL BACK. A REFUND IN THE AMOUNT OF $2500 OF CANCELLED ITEM WAS SUPPOSED TO HAVE BEEN REFUNDED TO MY ACCOUNT BALANCE, HOWEVER THERE IS NO WAY TO CONFIRM THIS. THIS HAS BEEN A NIGHTMARE, I AM NOW FULL OF REGRET WHY WAS MY LOAN PROCESSED THRU SUCH A COMPANY THAT CARES NOTHING ABOUT THEIR CUSTOMERS. UP TILL NOW, I CANNOT ACCESS MY ACCOUNT. IT IS DREADFUL TO MAKE A PHONE CALL TO THIS COMPANY.
Product_Or_Service: CAR
Account_Number: XXXXXXXXXXXXXXXXX
Contact by the Business EASY ACCESS TO MY ACCOUNT, A TIMELY REACHABLE ASSOCIATE TO HELP STRAIGHTENED OUT THIS MESS.
Our records indicate that you spoke with our Call Center manager about your refund on 3/7/19. We trust this resolved your issue with the warranty refund. We apologize for the longer than usual wait times due to a recent system conversion. Please let us know if you require further assistance.
I would not recommend this lender to my worst enemy. I've never experienced such incompetence in my life. I made my payments on time and online per usual until my car became a total loss. I was under the assumption that my insurance company and my Gap insurance paid the loan in full. I never received a notice from CULS, nor a phone call or even a email until over 90 days later. Someone notified me by email of my unpaid balance. I then tried to make arrangements to pay the unpaid balance or pay a one time settlement, but I have yet to reach anyone. The past two days. I've been the eightieth and eighty sixth caller. I've literally waited on hold for over an hour and I'm still unsuccessful with reaching someone. I left messages for two days trying to reach a Insurance Specialist. To top things off they notified the credit bureau stating my account was past due. DO NOT UTILIZE THIS LENDER FOR YOUR LOAN............................
I received a notice dated February 12, 2019 from Credit Union Loan Source (CULS) stating: they will be migrating to a new online payment system. The letter ask that you log-in to the system and change the email address once you log-in. I logged into the system on Thursday, February 21, 2019 to update my information as requested. After I logged in, I received a notice from my bank stating CULS had took a payment from my account in the amount of $420.00. I immediately contacted my bank and listed this as fraud. I did not set-up for nor authorize a automatic clearing house payment on that date. It appears this company stored my information from previous payments and when I logged into what was suppose to be the new system, they automatically drafted my account.
I have tried reaching them 4 times since Thursday and each time I call it the automated computer voice say you "you are #53 and wait time could be 90 minutes, #73 three and wait time could be two hours and so on...)
This was very deceptive, if it was intentional. If it wasn't intentional notices should be sent right away apologizing for the glitch.
Account_Number: XXXXXXXXXXXXXXXXX
Billing Adjustment I would like the February payment to be waived without late fees and any other charges for the inconvenience and trouble of having to close my checking account and set-up a new account for illegal access by CULS. Once I receive notice the account is straight, I will mail in a money order to pay March payment. I will not be using their on-line system and I will not pay with a check.
We are sorry to hear that you have been unable to reach Customer Service to discuss the changes we made to our website and with the ACH process. As notated on our website, CULS underwent a system conversion from February 16 - 18, during which our offices were closed. This has caused call volume and wait times to increase dramatically both before the closure and since re-opening. We are working hard to make sure all of our customers get the attention they need. One of the changes we made prior to the conversion was to payment options: as of 12/29/18, one-time ACH payments no longer required a payment form. That form was removed and replaced with a form that is required only for recurring ACH payments. The instructions on our website provided customers who wished to make a one-time ACH payment with a link to Western Union Speedpay. Unfortunately, you completed the recurring ACH form in January, which is why your account debited again for the February payment. It was not as a result of logging into your new account and it was not a fraudulent debit, as claimed in your complaint. We apologize for any confusion caused by the ACH process changes. Because recurring ACH payments require written authorization and cancelation, you will need to log into your account and cancel recurring ACH by following the instructions on the payment screen. One-time ACH payments can now be made directly from your online account for a convenience fee of $7.50 per payment. As always, payments made by mail or recurring ACH are free of charge. If we can be of further assistance, please let us know and we will contact you directly.
(The consumer indicated he/she DID NOT accept the response from the business.)
Sir or Madame, I did not sign up for ACH payments in January. I logged in like I have done on many months prior and selected one time payment for that month. To be honest, I am afraid to log-in to your system because it has already caused me a great deal of confusion with my other finances. I had to go into the bank and block CULS from accessing my account. I truly pray that how this system was initiated was not to automatically debit customers account with an underlying authorization that hidden in the fine print.
I am still asking that all late fees for February 2019 and February 2019 payment be waived for the inconvenience that has been caused by CULS new system glitch.
I noticed on different blogs and websites, that customers are extremely angry with this process you all have instituted with the system. It does appear to be pretty deceptive. That's the reason for the high call volume.
I traded cars on 1/26/2019 and the car Dealership issued a payoff check to the Credit Union Loan Source. we are now 30 days into the payoff and they still have not posted the the payoff. I do not understand if the dealership sent in the check why it is taking them so long. When I call they have a 59 minute hold time. I show from tracking the check arrived on 2/19/2019 was received by Porter at the front desk. and was deposited on 2/20/2019. 2/25/2019 and still not cleared out.
Product_Or_Service: 2017 Mazda CX3
Contact by the Business I feel they are purposefully doing this to take advantage of consumers. I would like a call from them to tell me why they take so long. and i would like for You to hold them to better standards.
We apologize that you were unable to reach us over the phone. We are currently undergoing a system/online payments conversion and our offices were closed on February 16th and also on February 18th for President's Day. This caused a larger than normal call volume both prior to our closing and after we re-opened, with extended wait times continuing into this week. Our records indicate that we received the payoff check on February 19th and posted the payoff on February 20th. You should be receiving confirmation of the payoff in the mail soon. We also show that the title is pending release, per our normal procedures. If you require any further information, please respond and we will contact you directly. Thank you.
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with Maria yesterday after a 60 minute hold, she did say that the payoff was posted and I had a credit. however your system does not show me this information when I log into my account. your upgrade still needs work. when you first login to your new account you get a message no account found. you then have to logout and log back in to see your account. when you try and use the contact method on the screen to contact you, it states Test, you should be better prepared for a upgrade.
after reporting to me that the account was paid and closed. I received in the mail today a billing statement requiring me to make a payment in March. they still show the balance as owed. they reported it was paid and they were waiting on title. my concern is they are going to continue to auto deduct from me my payment on a car I have not owned for the past two months. they still continue to have a 60 minute or longer wait and there upgraded system is still not working as it should after a month.
We sincerely apologize for the erroneous billing statement you received this week. That statement was sent in error and may be disregarded. As our Customer Service Representative confirmed with you on 3/5/19, your loan is paid off and closed. You will receive a refund of $26.51 in the mail within 10 business days. Thank you for your patience.
My problem is trying to pay my bill I pay long before late fees and they still charge me late fees and wont post payments to after 10 days I bought my truck June of last year and had nothing but problems from day one they don't have a office I can go in to here in Atlanta.
Product_Or_Service: Ram Truck
Explanation of Charges I wish I could just get rid of loan and start over any help you can give me.
We have made several attempts to reach Mr. by phone to explain his account in detail. Please have him call Da'mon *** directly at XXX-XXX-XXXX to resolve any issues.
I have a vehicle loan through Credit Union Loan Source LLC (CULSLLC) since June of 2015.
For this time, I had been submitting one-time ACH payments through culsllc.com, the company's web page. They recently switched to a new webpage, https://www.culoansource.com/.
In the move to the new website, CULSLLC auto-enrolled me in automatic payments. They attempted to debit my checking account on February 9th, 2019, and the electronic check was returned. At this time they also charged me $25 to my account for the returned check. I discovered this charge today, February 23rd, 2019, the first time I had ever logged in to the new account portal.
Now, in order to submit any payment, the ACH which used to be no cost, you must pay a fee of $7.50. The only way to avoid this fee is to mail a check, which is unreliable and receipt is difficult to verify. To pay a fraudulent charge of $25 I must pay $32.50
I attempted to reach their support by phone and waited over an hour, they then disconnected the call on their end before any matter could be resolved. Wait times have been longer than an hour every time I have called, (866) 612-2857.
Product_Or_Service: Infiniti Sedan
Account_Number: XXXXXXXXXXXXXXXXXX
Billing Adjustment Fee of $25 should be removed. Fee of $7.50 should not be charged for checking account ACH. It should be possible to reach somebody on the phone to talk about your account.
We are sorry to hear that you have been unable to reach Customer Service to discuss the changes we made to our website and with the ACH process. As notated on our website, CULS underwent a system conversion from February 16 - 18, during which our offices were closed. This has caused call volume and wait times to increase dramatically both before the closure and since re-opening. We are working hard to make sure all of our customers get the attention they need. One of the changes we made prior to the conversion was to payment options: as of 12/29/18, one-time ACH payments no longer required a payment form. That form was removed and replaced with a form that is required only for recurring ACH payments. The instructions on our website provided customers who wished to make a one-time ACH payment with a link to Western Union Speedpay. Unfortunately, you completed the recurring ACH form in January, which is why your account debited again for the February payment. We apologize for any confusion caused by the ACH process changes. Because recurring ACH payments require written authorization and cancelation, you will need to log into your account and cancel recurring ACH by following the instructions on the payment screen. One-time ACH payments can now be made directly from your online account for a convenience fee of $7.50 per payment. As always, payments made by mail or recurring ACH are free of charge. If we can be of further assistance, please let us know and we will contact you directly.