ComplaintsforTampa Bay Federal Credit Union

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Initial Complaint
04/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a victim of identity theft. I've noticed unauthorized transactions and suspicious activities linked to my identity. I've filed a police report, but I need assistance in resolving this issue. I hope to recover my financial losses, clear my name, and request your help in removing this inquiry from my credit report. Please help meinthismatter. -------Tampa Bay Federal CU Inquiry (Date: 09/14/2022) -----
Business response
04/26/2024
April 26, 2024
***** ***********************
*******************************************
*********, *******; 33578

RE: BBB Case ID ********

****************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated April 18,2024, that has been brought to our attention regarding the inquiry on your credit report dated September 14, 2022.

In response to your inquiry, our records show that we received a credit card application dated September 14, 2022, from you and credit was extended. The records also show that the credit card was being used and payments were being made on the credit card. As a result, we are unable to remove the inquiry on the credit report.

****************, we sincerely regret any inconvenience you may have experienced as a result of this matter.
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a payment submitted but immediately redeposited by PayPal to the account. ******************** insists money not deposited PayPal traced and said deposited Tampa wants to charge me 35 to do a reversal when they are the ones saying they cannot find the funds now I'm out of money and no one can help
Business response
01/19/2024
RE: BBB Case ID ********

****************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated January 12,****, that has been brought to our attention regarding your PAYPAL payment of $145.09 that posted to your account December 21, 2023 and the $35.00 Unauthorized ACH (Automated Clearing House) fee to return the item.

In response to your inquiry, we have returned the unauthorized $145.09 ACH to PAYPAL and waived the $35.00 fee as of January 17, ****.

****************, we sincerely regret any inconvenience you may have experienced as a result of this matter.

If you have any other questions, please contact us directly at **********************.
Initial Complaint
12/04/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
TBFCU offers free of charge AD&D $1500 insurance benefit; I have made at least 4 attempts to have the application form sent to me (including walking in and phone calls to TBFCU); I was given a phone # for Trustage.com ************; but, when I called them they said they do not offer that plan. I was directed to Minnesota life; when I called Minnesota life they also said they do not send applications out -the credit union sends those out. I was transferred around and left messages with 2 employees at TBFCU; no calls were returned. Please send out application for: free of charge AD&D $1500 insurance benefit to me and my husband ************************thank you.
Business response
12/19/2023
Response to Member has been attached.
Customer response
12/20/2023

Complaint: 20948674

I am rejecting this response because:
why can you not send out a form today
Sincerely,

*****************************
Business response
12/26/2023
December 26, 2023
*************************
********************************
Tampa, ** 33625

RE: BBB Case ID ********

****************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated December 21,2023, that has been brought to our attention regarding our AD&D (Accidental Death & Dismemberment) Activation Form that we are unable to reproduce.

In response to your inquiry, our Activation Forms are generated by our Plan Administrator after the first quarter of the year; unfortunately, they are unable to reproduce this form prior to April of 2024.

Per our previous response, you are still able to enroll without the Activation Form. Please contact the Plan Administrator at ************ and they will assist you with enrolling by phone.

****************, we sincerely regret any inconvenience you may have experienced as a result of this matter.

If you have any other questions, please contact us directly at **********************.

Sincerely,

*****************
Contact Center Manager
Digital Services
Initial Complaint
09/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This information on that has been placed on my credit report has not been permitted or verified by ME. This account needs to be removed from my credit report. This company is reporting false information. I have no knowledge of this account or even my signature to be placed on this platform. This information that you are reporting is not 100% accurate or 100% verifiable, . This needs to be removed immediately.
Business response
09/27/2023
September 25, 2023

*****************************
*****************
*******,** 33510

Re: BBB Complaint

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

We are in receipt of the BBB complaint you filed in reference to the credit reporting on loan XXXX30-60. After review, we found the credit reporting to be accurate. The loan was charged off for non-payment on 9/10/18 and was later settled for $7,753.86 on 7/11/19.

The reporting is showing a status code of charged off and a comment code of settled. The balance owed is reflecting zero.

We have previously responded to your credit bureau disputes on the following dates:
7/14/21 Reporting accurate
9/8/21 Reporting accurate
11/10/21 Reporting accurate
1/12/22 Reporting accurate
3/16/22 Reporting accurate
4/13/22 Reporting accurate
7/13/22 Reporting accurate

If you have any additional questions, please contact the collection department at **********************.

Sincerely,

*******************
Collection Manager
Initial Complaint
08/07/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Tampa bay FCU has reported inaccurate reporting for the month of apr2023 as being 30 days past due. I have provided Tampa bay fcu which shows their inaccurate reporting. **** of America check ******** was withdrawn on 31Mar2023 and applied on 07Apr2023.This information was provided to Tampa bay FCU and is still showing a Red ? for the month of April 2023 as of 05August.
Business response
09/07/2023
Please see attached letter.
Initial Complaint
06/29/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Poor customer ****************************** withdrew my accounts balance of $22,000 without my knowledge; they made an error and did not correct. They transferred my CD deposits to the state. So they took my money out of my accounts without my permission and they gave my money to the state all without notifying me 6/12/23.They also took out $100 in abandoned property fees (they later gave this back to me due to their errors). Three months before this happened, I spoke with *************** at the ******* Road Branch who assured me that he had made a note in the system that this was an active account and NOT abandoned property. He made this note on 3/8/23 and May 17/23. I also spoke to him 6/28/23 Manager ************ *****am did not help he indicated that it is my problem and attempted to disguise their mistake 6/27/23 phone conversation. Manager ****************** has not called me back per my request and has not provided resolve 6/28/23; once again indicating this is my problem and I can deal with the State on this per customer service rep **** No one there is taking responsibility for their error. This is Grand Theft and I may get police/attorney involved. this has been a lot of time and stress for me due to their error; to include the State does not have record of my money (******************** ************-spoke with ****** 6/27/23 at ***** am). ****** also indication that it takes sometimes over a year to get money. I need my money now to make a purchase now.
Business response
07/14/2023
July 6, 2023
****** Family Irrevocable Trust
********************************
Tampa, ** 33625

RE: BBB Case ID ********

****************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated June 28, 2023 that has been brought to our attention regarding your abandoned property.

In response to your inquiry, per our Universal Account Agreement (***) on page 21 it outlines that An Account is considered dormant when there has been no activity other than dividend postings during the past twelve months. It also mentions, The Credit Union will notify you, as required by law, at your last known address. Funds in abandoned accounts will be reported and remitted in accordance with state law. To the extent allowed by law, the Credit Union reserves the right to transfer the Account funds to an account payable and to suspend any further account statements. Once funds have been turned over to the state, the Credit Union has no further liability to you for such funds and if you choose to reclaim such funds, you must apply to the appropriate state agency.

****************,the Credit Union is required to turn over to the state all member account balances deemed abandoned. Member accounts are presumed abandoned if unclaimed for five (5) or more years. Our records show that you were refunded $100.00 in Dormant Fees on a discretionary basis.

Thank you for bringing this matter to our attention. If you wish to speak with us regarding this matter, please contact us directly at **********************.
Customer response
07/15/2023

Complaint: 20251933

I am rejecting this response because: I came in to bank in March ************************************************************* the complaint ...your staff noted the account and had my correct address and noted my correct ph...your staff made an error that has cost me...re read the complaint

Sincerely,

*************************
Business response
07/26/2023
July 24, 2023
****** Family Irrevocable Trust
********************************
Tampa,** 33625

RE: BBB Complaint 20251933

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

In response to your inquiry, the records show you were notified by letter on March 7, 2023,regarding the dormant status of the account. This letter was mailed to the associated account address.

Its important to note, the Credit Union is required to turn over to the state all member account balances deemed abandoned. Member accounts are presumed abandoned if unclaimed for five (5) or more years. After the funds have been turned over to the state we rely on the state to post the funds and make them available to you.

We regret any inconvenience this matter may have caused. The records show that you spoke with our ******* Services Manager here at Tampa Bay Federal and she was able to assist with expediting the funds to be available in order for you to claim them with the state.

****************,we have refunded $100.00 in Dormant/Abandoned fees on a discretionary basis.

If you have any questions, please do not hesitate to call our ********************* at **********************.

Sincerely,

***************************
******* Services Manager
Customer response
07/26/2023

Complaint: 20251933

I am rejecting this response because:
I came in after that date; you have not read the original complaint

Sincerely,

*************************
Business response
07/28/2023
This response was taken verbally by the BBB:
We have already responded. At this time we have no new response.
Initial Complaint
05/03/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am not liable for the debt with TAMP BAY FCU. I do not have a contract with TAMP BAY FCU.You guys need to handle this issue. This has been going on for a long time now that I have seen my information. That's messing my Character & name up as a person.They are in violation & told me 30 days when I had fraud. A identity theft with police report I had attatched as well, they are in major violation.
Business response
05/16/2023

May 16, 2023

*************************
*********************************
*************, ** 30045

Re: BBB Complaint

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

This letter is in response to the Better Business Bureau complaint we received on May 3rd,2023. Prior to this complaint, we have not received any direct correspondence from you indicating that this loan was fraudulently opened. We had the following interactions with you and this was not mentioned to TBF staff:

Phone Calls: 1/24/22,1/26/22, 1/31/22, 2/7/22, 2/25/22, 2/28/22, 3/4/22, 4/13/22, 4/14/22, 6/10/22

Email: 3/15/22

The calls and email discussed the *** insurance that was added to the loan. This caused the payments to increase and the loan to fall past due.

Credit Disputes:

3/15/22: Member is disputing the late payments for **** and July 2021. We found the reporting to be accurate, however did code your loan to affected by a natural disaster based on the reason for the late payments given in the dispute. This coding prevents the late payments from affecting your credit score.

5/5/22: The dispute was in reference to the late payments on the loan. We found the reporting to be accurate.

5/1/23: Received a dispute asking ** to delete loan from credit bureau. The identity theft report says that the loan was discovered on 4/2020 however, the fraud did not begin until 1/2023. This loan was paid off prior to the date of fraud on the theft report.

If you have any additional questions or would like copies of your signed loan documents, I can be reached at **********************.

Sincerely,

*******************
Collection Manager
Customer response
05/17/2023
please remove this negative item that is affecting my credit scores
Initial Complaint
04/28/2023
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Back in April of 2019, Tampa Bay Federal offered a debt consolidation loan that I used for 4 different credit cards. For the past 5 years, I've been faithfully paying off this debt. Last month, I received notification that 1 of the 4 credit card consolation requests was rejected. I only found out this information when I was served a lawsuit requesting payment for one of the credit cards that was included in this debt consolidation loan. I began conducting research, only to find that the check that Tampa Bay Federal sent to the other creditor was rejected because the check was signed with an E-signature instead of a wet signature. This means that the loan that I've been paying for the past 5 years was for nothing if the debt was not indeed paid off. After fighting with countless *************** associates over the phone, I went to the ******* branch to seek resolution. I was told that there is research done by an associate at Tampa Bay Federal to verify the requirements for each credit card, so there shouldn't have been an issue, and the credit card consolidation request should have been correct (though it clearly wasn't). I was also told research would be conducted and that if they find that the check wasn't cashed, they will refund my money. Of course they never called as they said they would; instead I called and was told that they were not sure if the check was cashed. Furthermore, they said they would no longer look into the issue because it dates back to 2019 (this information is not on the contract I signed; even still, they charged me a $15 research fee to look into an issue that dates back this far). I asked if that means that they are keeping my $2000 that I paid for this debt, and the associate responded "yes." Even after all of this, they were not able to give me a clear answer or provide a reasonable resolution. As a faithful member for almost 10 years, I can't believe they are admitting to stealing money from me and refusing to correct their wrongdoing.
Business response
05/10/2023

May 4, 2023
*******************************
******************************************
Apt. 201
*********, ** 33578

RE: BBB Case ID ********

********************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated April 28,2023, that has been brought to our attention regarding your concern about an official check that was issued to Navy Federal Credit Union to pay off a loan,on your behalf.

In response to your inquiry, our records show that official check number ******* for $1,918.96 dated April 2, 2019; was mailed to Navy Federal Credit Union to payoff and close your Navy Federal account. There is no indication that the check was rejected due to an electronic signature;furthermore, the records show that the check in question was negotiated and cleared April 19, 2019; by Navy Federal Credit Union.

On May 1,2023; a letter was sent to you from Tampa Bay Federal regarding our research. This letter confirms that we took all the necessary steps during the processing of this loan and are not liable for the check that Navy Federal Credit Union negotiated. Included with this letter was our Payoff Request Letter; signed by you, which confirms the address and account number that was being paid off.

During our interactions with you a copy of the negotiated item was provided for your records.

Your inquiry also mentions that we would not look into the matter from 2019, please be advised that per our Universal Account Agreement and Disclosures; on Page 18 under the heading Error Resolution Notice, that we must hear from you no later than ***************************************************************** error appeared. As a result, we are unable to recover an item from 2019.

Thank you for bringing this matter to our attention. If you wish to speak with ** regarding this matter, please contact ** directly at **********************.

Sincerely,

***************************
Assistant Sales & Service Manager-Ybor/*******
Initial Complaint
01/09/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Using Tampa Bays online automated mortgage payment system I have been off paying two mortgages on time. After the first year of working fine, each mortgage increased slightly and I made corresponding adjustments to the online payments. I began to receive calls from them that they were having trouble receiving the mortgage amounts. Each time I went online and paid electronically immediately and received verbal or emailed confirmations of payment. After multiple issues for a number of months, and after correcting the issue each time, they eventually identified an internal issue at TBFCU that was causing the rejection of my payment. They had a $2500 total maximum cap per day available for transfer which was slightly less than my combined amounts ($2600). So in spite of the transfer being set up properly in the TBFCU's system and showing me I had properly created automated payments, the actual transfers would later be denied by their internal threshold and I would eventually receive calls. After several months, they identified that this issue was on their end, and I was able to ****** the payments to multiple dates to fit under their daily minimum and all has gone fine ever since. However, I recently noticed there is a late payment showing on my credit report from March 2022 that has dramatically lowered my score as a result of this error. I have called and tried to work with TBFCU to resolve the issue that was the result of their own system, but after hours on hold I get no response. I would like a correction to be made to the credit report given that it was a system error and not the result of my financial position.
Business response
01/10/2023
**************,

This letter is in response to a recent Better Business Bureau (BBB) inquiry dated January 9,2023, that has been brought to our attention regarding a request for a credit report correction.

In response to your inquiry, per our Online Banking Agreement we reserve the right to impose a limit to the dollar amount of transfers and/or a limit to the total number of transfers during any one day. These are limits the Credit Union has established on the amount of funds and transactions that can be transferred on a daily basis for your security.

Based on our review we have determined that you were reported to the credit bureau in March 2022 due to the transfer limits and the amount of your payments increasing beyond the approved transfer limits. As a result, we have submitted a request to remove the reporting from the credit bureau for the March 2022 payment.

Thank you for bringing this matter to our attention. If you wish to speak with us regarding this matter, please contact us directly at **********************.

Sincerely,

*****************
Assistant Sales and Service Manager
Digital Services
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.
Please communicate to Tampa Bay that I would like it to be remove from all 3 credit agencies (Equifax, Transunion, and Experian

Sincerely,

*************************
Customer response
02/28/2023

Complaint: 18709853

I am rejecting this response because:
I recently filed a complaint (BBB Complaint ID: ********* against Tampa Bay Federal Credit Union regarding a mortgage payment reported late from March 2022 that was the result of an internal Tampa Bay transfer threshold issue ($2500 per day), and not a payment availability issue. Tampa Bay agreed with the request to remove the negative report to Experian. Unfortunately, it does not appear they requested removal of the late payment from Experian or Transunion. I'm in the middle of a refinance and being told there are conflicting reports that are negatively impacting my refi ability. I'm requesting that Tampa Bay also request removal of the March 2022 payment on Transunion and Equifax ASAP. thank you.

Sincerely,

*************************
Business response
04/17/2023
Good morning **************,
Our recovery team confirmed that they did submit the request to have the late reporting removed from all three bureaus for the March 2022. In order to investigate this matter further, we would need to see the most recent Credit Reports that still shows the late reporting. Can you please send ** a copy to **************** Ave Tampa, ** ***** attention recovery or, you can send ** a fax copy to ************.
Sincerely,
************************;
Digital Services Manager
Customer response
04/17/2023

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,

*************************
Initial Complaint
12/13/2022
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Around June 6th 2022 I got a inquiry on several of my credit reports. One of the reports it showed up twice. I called the company to try to work out a resolution. They took my information, and they replied later by mail stating that the inquiry was legitimate. I never gave them authority to pull my credit report. It was pulled several times, and I didn't authorize it. I am disappointed and frustrated about this situation. I take pride in my credit, and I would like these inquiries removed from all of my credit reports.
Business response
04/21/2023
Tampa Bay Federal received the auto refinance application on behalf of ***********. Agreement to the terms and conditions box must be and was checked before submitting application. Permissible purpose was granted at the time the application was submitted on 06/06/2022 at 12:50PM and entered the Tampa Bay system on same day.

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