ComplaintsforAllSouth Federal Credit Union

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There seem to be hard inquiries that have been furnished to my report without my written instructions and i was not given a nondisclosure option or an opportunity for it to not be disclosed to a third party. according to 15 U.S. Code § 6802 it says that A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless— (A)such financial institution clearly and conspicuously discloses to the consumer, in writing or in electronic form or other form permitted by the regulations prescribed under section 6804 of this title, that such information may be disclosed to such third party; (B)the consumer is given the opportunity, before the time that such information is initially disclosed, to direct that such information not be disclosed to such third party; and (C)the consumer is given an explanation of how the consumer can exercise that nondisclosure option. and 15 U.S. Code § 1681b says Subject to subsection (c), any consumer reporting agency may furnish a consumer report under the following circumstances and no other: (1)In response to the order of a court having jurisdiction to issue such an order, a subpoena issued in connection with proceedings before a Federal grand jury, or a subpoena issued in accordance with section 5318 of title 31 or section 3486 of title 18. (2)In accordance with the written instructions of the consumer to whom it relates. please have these deleted

  

  Business response

  04/11/2024

  Re : Makel ******** Complaint

  We have read the complaint regarding the use of credit report data and the subsequent inquiries.  We have responded directly to Mr. ********, and summarize the response here. 
  Mr. ******** was informed that the two hard inquiries on his credit file were the result of his auto loan request on October 25, 2022. In order to underwrite the request, his personal information was appropriately shared with a vendor partner.
  
  Addressed In the complaint was Title 15 US 6802- Obligations with Respect to Disclosures of Personal Information. In this code there is a section  (2) Exception which reads as follows:
  
  This subsection shall not prevent a financial institution from providing nonpublic personal information to a nonaffiliated third party to perform services for or functions on behalf of the financial institution, including marketing of the financial institution’s own products or services, or financial products or services offered pursuant to joint agreements between two or more financial institutions that comply with the requirements imposed by the regulations prescribed under section 6804 of this title, if the financial institution fully discloses the providing of such information and enters into a contractual agreement with the third party that requires the third party to maintain the confidentiality of such information.
  Mr. ******** received a copy of the attached Privacy Notice dated 1/30/2020, which complies with this requirement. This document is provided to all members/customers at the time the membership savings account is opened. It explains Sharing of Personal Information. His account was opened in 2020, and he would have received this document.

  Mr. ******** also referenced Title 15 US Code 1681b- Permissible Purposes of Consumer Reports.  As stated in his letter, the section states “Any consumer reporting agency may furnish a consumer report under the following circumstances and no other.” Please note that in the list of circumstances, the one marked (F) states, “Otherwise has a legitimate business need for the information- (i) in connection with a business transaction that is initiated by the consumer.”  Both AllSouth and the vendor partner had a business need for the credit information, in order to underwrite the loan request.
  
  In addition, new members/customers are also given a Membership and Account Agreement at the time of membership. In this document, there is a section on Credit Reports, which discloses that AllSouth will use credit reports to verify eligibility for membership, services, or loan products, now and in the future. We informed Mr. ******** that if he no longer had the copy he was provided, and he wanted one, we would make arrangements to get him this multi- page disclosure. 
  In summary, obtaining the credit report and sharing of personal information was appropriate and properly disclosed.  And because the credit inquiries were the result of a transaction initiated by Mr. ********, we are unable to delete them.
  We did share with him that according to Equifax online, hard credit inquiries generally stay on your credit report for two years, but they typically only affect your credit score for one year.  Since these two inquiries were dated October 2022, they may automatically drop from his file by the end of this year. 

  
  Thank you
  Shari P*****
  Chief Lending Officer
  803 7**-****

  Customer response

  04/12/2024

  I am rejecting this response because: you need to supply evidence of me initiating a business transaction because I told all south on the phone that I did not apply for the loans that were shown in the records. I need proof of signed documents and if anything on record was a consumer credit transaction please note that there’s a difference between consumer credit transaction and business transaction. For all I know this can be fraud or identity theft 
  
  Sincerely,
  Makel ********

  Customer response

  04/12/2024

  It still says in 15 US code 1681a (4)
  There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumer’s right to privacy. so I have a right to privacy not a privilege. I don’t want anything that’s between me and the business that I’m coming in contact with to furnish my private manners to a third party. And It says in 15 US code 1681a (2) Exclusions.—Except as provided in paragraph (3), the term “consumer report” does not include—
  (A)subject to section 1681s–3 of this title, any—
  (i)
  report containing information solely as to transactions or experiences between the consumer and the person making the report;. So consumer report has nothing to do with transactions or any experiences between consumer and a person. 

  

  Business response

  04/15/2024

  Good afternoon,

  In the rebuttal the consumer references the consumer reporting agency’s responsibilities. It should be noted that AllSouth is not a consumer reporting agency. Additionally, the consumer references Title 15 US code 1681a (2) Exclusions, -Except as provided in paragraph (3), the term “consumer report” does not include—(A)subject to section 1681s–3 of this title, any—(i)report containing information solely as to transactions or experiences between the consumer and the person making the report.
  
  In the same section code 1681a (d), a credit report is defined as follows:
  d) The term "consumer report" means any written, oral, or other communication of any information by a consumer reporting agency bearing on a consumer's credit worthiness, credit standing, credit capacity, character, general reputation, personal characteristics, or mode of living which is used or expected to be used or collected in whole or in part for the purpose of serving as a factor in establishing the consumer's eligibility for (1) credit or insurance to be used primarily for personal, family, or household purposes, or (2) employment purposes, or (3) other purposes authorized under section 1681b of this title.
  
  The consumer’s rebuttal does not change AllSouth’s response to the original complaint. Thank you.   

  Customer response

  04/16/2024

  I am rejecting this response because: you have said that you’re not a consumer reporting agency but it says that a financial institution is considered a bank if it furnishes information other then transactions and experiences with the consumer. It mentions that in 15 us code 1681a (p) -Consumer Reporting Agency That Compiles and Maintains Files on Consumers on a Nationwide Basis.—The term “consumer reporting agency that compiles and maintains files on consumers on a nationwide basis” means a consumer reporting agency that regularly engages in the practice of assembling or evaluating, and maintaining, for the purpose of furnishing consumer reports to third parties bearing on a consumer’s credit worthiness, credit standing, or credit capacity, each of the following regarding consumers residing nationwide:
  (1)
  Public record information.
  (2)
  Credit account information from persons who furnish that information regularly and in the ordinary course of business.

    You furnished my consumer report to a third party with information about our transactions experiences and that’s a violation under 15 us code 1681a (d) (2) (that I’ve mentioned. The main consumer reporting agencies have told me to contact you to remove inquiries because they are unable to remove it because it came from you reporting that information. You also have said you can’t delete it because I initiated the “transaction” im putting you on notice that I’ve already sent affidavits to the 3 main reporting agencies and that this is a violation under 15 us code 1681a (d) (2) 15 us code 1681e and 1681n for not complying and more.. you’ve proved to to me that you can disclose information under 15 us code 1681b of permissible purposes but that still doesn’t mean you can furnish information of transactions and experiences. You will be considered as a consumer reporting agency for furnishing information to a third party because you do that regularly to ppl who make applications.. I’m just asking respectfully that you just delete those inquiries before I move forward with a lawsuit. It sounds like you have that ability to do they since you said you can’t delete it “because” of a transaction initiated by me.

  Sincerely,
  Makel ********

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  im supposed to get paid today and my money is not on my account how long do it take for y’all to process direct deposit ***

  

  Business response

  12/11/2023

  Good morning,

  We attempted to contact the complainant with no success. We have mailed the attached response to Ms. ******* *** and consider this matter closed.

  Thanks

  ******

  ************
  
  
  RE:  Better Business Bureau Complaint
   BBB Case # ********
  
  Dear Ms. ***,
  
  This letter is in reference to a complaint filed with the Better Business Bureau (BBB) on 12/7/2023, pertaining to Direct Deposit Issues.  Your claim filed with the BBB indicates you have not received payroll deposits from your employer.
  
  On 12/11/2023, we attempted to contact you at your phone number on file and the number provided in your complaint. We also reviewed your account transactions and noted you received credits to your account from Dailypay on December 9, 2023.
  
  Our conclusion is that AllSouth Federal Credit Union did not delay your payroll deposits and that you should contact your employer for any payroll issues. We recommend you review your payroll deposit information and verify you have used the correct routing number for AllSouth and your account number.
  
  Should you have any questions or need any further assistance, please contact our Risk Management Department at (803) 743-1907.
  
  Sincerely,
  
  Risk Management
  AllSouth Federal Credit Union

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The premise for my complaint is that I lost my job back to back through no fault of my own I notified my lender by filing for extension around 3/14/2023 as I was displaced letting them know i fell on hardship something went wrong to where they didn’t honor the request because they stated they were trying to call me to make a months payment but never left any messages stating such then I was notified through collections efforts that they denied it causing me to have to pay almost 1300 but that offer had expired before the expiration of when my car would be repo’d I had a really good rep who had worked with me giving me only a 30 day extension vs a 60 days now I have fallen back into the same situation because my situation hasn’t changed when I was contacted I explained to the rep I didn’t know when I could make the next payment she stated they’re most likely won’t honor another extension I explained my other creditors have given me 6 mos to allow me to get back on my feet, she basically offered me to make a payment arrangement instead a hardship program and said it’s reporting to my credit which is unfair if I’m trying to workout something before the worst outcome of losing my car and trying prevent negative markings on my credit before hand and no viable option is being provided other than to pay. 6/3023 received a call from J who advised me the would continue to call every 3 days and to speak with a loan officer because on 7/4/2023 the right to cure would expire but had no knowledge of what I advised starting from March so I’m being treated like a payment and nothing more as my creditor to provide relief. I don’t like the fact they have made money off me but does nothing to value the relationship nor the maintenance of and one department such as collections unable to bridge the gap to the point of notes reflecting the fact that I’ve extensively explained. And no one has said a word about the extension I recently requested.

  

  Business response

  07/06/2023

  Good afternoon. A letter with the following response has been mailed to Ms. ******* ******. Please let us know if any additional information is needed.

  Dear Ms. ******,
  
  This letter is in reference to a complaint filed with the Better Business Bureau (BBB) on 6/30/2023 pertaining to your auto loan payment extension request.  Your claim filed with the BBB states you received a previous 30 day loan payment extension and have been denied an additional extension request.
  
  An investigation was conducted by AllSouth Federal Credit Union’s Risk Management Department and found that you received a loan extension for your April 2023 payment. You signed a purchase and loan contract on 8/2/2022 for a term of 72 months and agreed to make payments. At the time of your loan extension only five payments had been made. It is AllSouth’s policy that six complete payments must be made prior to granting a loan extension. In this case an exception was made.
  
  AllSouth attempted to contact you multiple times following your previous request. On April 17, 2023, we finally made contact with you and explained that an extension could be made for 30 days; however, the February and March payments had to be paid. You paid your February and March 2023 payments and the loan was extended 30 days. There have been no payments received since your April 2023 extension was granted. You reapplied for an extension on 6/13/2023 and it was denied.  Keep in mind no extension request will guarantee approval.
  
  Our conclusion is that AllSouth Federal Credit Union made every effort to assist you with bringing your loan current and you are responsible for payments based on your signed contract.
  
  Should you have any questions or need any further assistance, please contact our Risk Management Department at (803) 743-1907.
  
  Sincerely,
  
  AllSouth Federal Credit Union

  Customer response

  07/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wrongful transaction OUT OF STATE (AUGUSTA, GA) - denied claim because card was in my possession -i was at work during this time I LIVE IN COLUMBIA, SC Will not return my $107 that was wrongfully taken from my account

  

  Business response

  01/31/2023

  An investigation has been conducted by AllSouth Federal Credit Union’s Risk Management Department. Our investigation revealed the chip on your card was present at the time of the transaction. We also reviewed your Debit Card transactions and found there were five additional debits to your card on 12/13/2023 for services located in Columbia, SC.
  
  Based on our phone conversation on 1/31/2023 you stated you recall that you did make the charge of $107 to ****** in Columbia, SC and that you questioned the location for Augusta, Ga found on your statement. You stated you also want to withdraw the complaint since there was no error.

  We have completed a Memorandum to the Complainant and attached to this response.

  
  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have pay off ours car payment loan on 4 of OCT 2022 All South Federal Credit Union fail to email or sent letter for title release. We have call multiple time and email in multiple email with proofing documents as all south requested us to sent. Also they have put force insurance on the loan account which we have insurance on the car, and we did email insurance letter as they requested as well. All south customers services was also rude over the phone very unpleasant and unprofessional manner to customers. We want the letter of release of the title to the car as was requested in the timely manner or farther else we willing to file lawsuits against all south federal credit union.

  

  Business response

  10/28/2022

  Business Response /* (1000, 8, 2022/10/17) */ On June 29, 2018, Ms. ****** ****** received funding from AllSouth Federal Credit Union for $35,353.06 for the purchase of a 2018 Honda Accord, VIN#***********XXXXXX. A letter to Ms. ****** dated April 23, 2019 indicated AllSouth was not able to verify insurance coverage and that Force Placed Insurance was added to the amount of her loan. The letter also informed Ms. ****** that if she had insurance to return a copy of the Policy to AllSouth Federal Credit Union. Fax number XXX-XXX-XXXX and e-mail **********************@allsouth.org was provided. On May 5, 2019, Ms. ****** was notified of Force Placed Insurance via mail to her address, *** **** ***** ******, Columbia, SC 29223. The Force Placed insurance was through Security Casualty Company with a premium of $6014.00; the loan balance at the time was $33,412.00. Ms. ****** provided proof of insurance several times; however, there was always an issue with the information provided. She sent in her proof of insurance for the time period needed but she only had liability insurance at that time. Without comprehensive and collision coverage, the force placed insurance could not be refunded. Ms. ****** was trying to pay off the vehicle loan but had $1,912.00 of force placed insurance from 2019 that also had to be paid. On October 5, 2022, there was a Bank to Bank wire from Navy Federal Credit Union to AllSouth Federal Credit Union for the amount of $17,680.00. The note on the Wire indicated Car Payment to the loan number ending in 8155. The title was released on October 7, 2022 to ****** ****** ******.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am out of state and lost my debit card. All South bank could not verify me although I was using the information from my license, which I had used to set up the bank account. I emailed them a request to have a replacement card sent which they said they did not receive. They then wanted to charge me $25 to have a card expedited through the mail after I sat on the phone on hold for 2 hours for a second day trying to get assistance. They then said they would charge $10 for a new card to be sent. They are unprofessional and offer NO customer service. They provide a service but the customer is disrespected, challenged and treated with no dignity: especially the elderly! I need a new card immediately and should not have to pay considering the unprofessionalism and inconsideration of the circumstances. It took a week to get someone to help and I still don't have a new debit card!

  

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/02/03) */ In response to BBB Case number XXXXXXXX; BBB Complaint for Mr. ****** *********** AllSouth Risk Management has investigated this complaint. We found that Mr. ******* called our Member Answer Center on three separate occasions to order a new debit card to be mailed to an address not on file. During each call Mr. ******* was not able to answer security questions to verify his identity. On 1/26/2022 a call was made to the AllSouth Member Answer Center at 4:26 PM from caller ID XXX-XXX-XXXX. The call was initiated by a female who stated she was with Mr. ******* attempting to help him. The caller stated her name was ******* and that she was with her friend Mr. ****** ******* and that he was staying with her. ******* stated Mr. ******* had misplaced his debit card and was trying to help him get a new card. The call center representative asked to speak to Mr. ******* and attempted to verify his identity by phone and asked several specific security questions. The caller was not able to provide correct answers; therefore the representative was not able to verify Mr. ********** information by phone. The female caller was provided with instructions for sending a written request to AllSouth. A second call was made on 1/31/2022 at 1:40 PM to the AllSouth Member Answer Center from X-XXX-XXX-XXXX. The call was initiated by a man stating his name was ****** ******** The call center representative asked the caller specific security questions. The call center representative was not able to verify Mr. ********** information by phone. A third call was made to the AllSouth Member Answer Center on 1/31/2022 at 2:24 PM from XXX-XXX-XXXX. A Male caller identified himself to be ****** ******** The call center representative asked specific security questions to verify the caller's identity. During this final call Mr. ******* was able to answer security questions. While we do understand Mr. ********** frustration, AllSouth is obligated to verify a Members identity by phone. AllSouth's Member Answer Center followed all procedures set in place to protect Mr. ********** accounts and prevent fraud. AllSouth Representatives were very courteous and made every effort to assist Mr. ********

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After placing an inquiry online on 12/9/21 to determine why I was being charged this fee, when my daughter whom also shares this address, has been able to receive mail and is not experiencing this issue. I was advised in a response that although I have confirmed my address to be correct, the only way to resolve this issue would be to provide my SC Drivers License or some form of Identification to confirm this. On 12/31/2021 at 4:53pm, I arranged and took off work to drive from Charleston, SC to Columbia, SC due to being charged for a "Return Processing Mailing Fee" of $10 on a monthly basis for 18 months. I drove to the Irmo Branch, where they collected my drivers license to confirm the address. I requested that out, myself and child, account be closed out due to ongoing issues and the inconvenience of location. In the process of being assisted with this action, I again inquired on why this was happening as we have the same address, and I have reside at my home address for at least 5 years. I was then told that because my account is closed they are unable to advise but they would reach out to their supervisor to research. I have yet to hear anything from allsouth, I have been a member for 30 years and am disappointed and horrified at their service. As a bank used primary for military families, I can only imagine the amount of hard working individuals Allsouth is collecting money from in fees alone and continue to especially for those that are are not local or overseas. All I am asking for is the amount owed to be in false "Return Processing Fees" that should not have been occurring for roughly 18 months. Unfortunately now that my account is closed, I have lost access to the specific duration this charge had been occurring for and Allsouth has not been attempting to mail me any statements in months to reflect this "Fee", instead they have charged in all while mailing my daughters statements to our goose creek home.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/18) */ Contact Name and Title: Kenny A*****/Manager, Ris Contact Phone: 803-743-1480 Contact Email: ************@allsouth.org Investigation found that fees were charged in error. A check for $110.00 for refund fees has been mailed to Ms. ****** along with a letter saved in our case file.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  October 14,2021 I called and was on hold for over an hour before finally being helped. I ordered a replacement debit card a month ago and never received it. The lady explained that it was returned and was available for pickup at the Elmwood branch. I explained that due to my current condition it is very difficult for me to get out of the car. (Full leg cast up to hip). She said no problem and called the branch manager to set up me going through the drive thru and said just make sure to go to the window not the tube lanes. I drove 2 hours from work to get there only to be told I don't get special treatment and she doesn't care what I was told. If I can't get out of the car I can't get a debit card. I explained that I called ahead and she continues to be rude and tell me "you people think you get special treatment but not here". I've never been treated so poorly by a bank. All I want is a debit card. Now they say I have to pay to have it mailed again.

  

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/20) */ AllSouth Federal Credit Union management reviewed camera footage and accounts of the transaction and encounter. At the time of the interaction in question, the Branch Manager was on the teller line. After processing Mr. *****' transaction through the drive-thru, the branch manager asked the Teller about the card Mr. ***** needed to pick up. Mr. ***** was initially asked to enter the branch to obtain a new debit card; however, he stated that he could not due to the cast on his leg. Mr. ***** was asked to provide his identification again and pull back around (through the drive-thru) while branch staff waited for the card department to bring his new card. The request to pull back around was made to keep the drive-thru open for other members. He was advised they would bring the card to him when ready. The Branch Manager and Teller stated they were not sure if Mr. ***** misunderstood the request or if something else upset him. They were both surprised when he sped out of the drive-thru without further comment. On October 18, 2021, Risk Management reviewed video footage from the incident with Mr. *****. Mr. ***** is observed pulling up to the Dealer Drawer for the AllSouth Federal Credit Union, Elmwood Branch at 4:36:55 PM on October 14, 2021. Mr. ***** is observed completing a yellow transaction slip and signing a check; then placing those items and his driver license in the drawer. The teller is observed at 4:38:37 PM receiving the yellow transaction slip and check from Mr. *****. The teller reviews the documents and asks Mr. ***** to provide his driver's license. The teller retrieves cash from the cash drawer, counts the money and passes the money through the teller drawer at 4:41:39 PM. $1,836.00 cash was returned to Mr. *****. After passing money to Mr. *****, there appears to be a short conversation with the teller. The teller looks back and ask someone a question and then motions for Mr. ***** to pull around at approximately 4:42 PM. The conversation with the teller following the cash being presented to Mr. ***** lasts less than one minute. The video footage shows that Mr. ***** appears to be irritated at 4:42:25 PM and he speeds off from the drive-thru window. The entire incident last approximately 5 and 1/2 minutes. Based on the statements provided by the Branch Manager and Teller along with review of the video footage it appears there was no improper customer service provided by AllSouth employees on October 14, 2021. Review of calls made to AllSouth call center October 14, 2021. Total length of call is less than ten minutes. Mr. ***** is placed on hold three times while the AllSouth Representative works to assist with his issues. Mr. ***** is placed on hold no longer than two minutes. The length of the entire call is approximately nine minutes. Based on review of the calls made October 14, 2021 it appears there was no improper customer service provided by AllSouth employees. The AllSouth Representative is professional and respectful throughout the entire call. Allegations that Mr. ***** was on hold for over an hour is not supported. Call 1 (Initial call): October 14, 2021 at 1:34 pm Mr. ******* ***** calls the call center, also known as Member Answer Center (MAC), for AllSouth. Mr. ***** states he called for a replacement debit card about a month ago and he still has not received it. After verifying his identity, Mr. ***** is placed on hold while the representative researches the issue. The representative verifies his address and places him on a brief hold again. The representative then notifies Mr. ***** that the debit card was returned to the Elmwood Branch and he had to option to pick up the card or to have it mailed to him. At this point the call has lasted two minutes and fifty seconds. He is also notified that he will have to go into the branch to retrieve his card, at which time he explains that it would be difficult for him to go into the branch due to his broken leg. He is placed on a brief hold while the representative coordinates the option for him to pick up his card via the drive-thru. The call continues at 1:42 pm. The representative thanks Mr. ***** for holding and is informed he will need to go through the window lane at the Branch and that he will have to sign some paperwork. Mr. ***** states he expects to go by the Branch at four o'clock today. The final portion of this call last 37 seconds. Call 2 (Call about complaint at drive-thru): Mr. ******* ***** states he called earlier about a new debit card. The card was supposed to be delivered in the mail but was returned to the Branch on Elmwood. Mr. ***** states he called and spoke to someone that was very helpful and Mr. ***** explained he was in a full leg cast and it would be difficult for him to get out of his car. He was told that would be okay and that he could go to the Elmwood Branch and pull up to the main window. Mr. ***** states that when he arrived at the Elmwood Branch the lady was very rude and told him that if he couldn't get out of the car then he couldn't get a debit card. The MAC (call center) representative advises Mr. ***** to let her reach out to the Card Services Manager and is asked if she could put him on a brief hold and he says "sure". After a brief hold, the call continues and representative explains that we did not receive an e-mail (notification) that he was here. She apologized for his experience. Mr. ***** is asked if he can come back tomorrow for the card and he states he's not sure because he got off three hours early today. Mr. ***** states he should probably just close his accounts because this has been such a big hassle, at which time the representative presents him with options to close his accounts. Mr. ***** states he will probably have to come into the Branch to close the account, that he has several accounts and that he will file a complaint with the Better Business Bureau and contact his Lawyer. Mr. ***** ask for the Branch Managers name, and the representative tells him Betty. The AllSouth representative handling this call was professional and respectful throughout the entire call.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Allsouth FCU is charging NSF fees in "real time" rather than allowing their members time to get the money deposited. In my experience, credits should always post before debits. Allsouth FCU is posting transactions as they come in and not crediting the account before clearing the debits, which leads to more NSF fees and they unable to help with the NSF or overdraft fees. They have stated that mobile deposit is available but they apparently only approve certain individuals to make mobile deposits. There is a monthly report that comes out to see if an account holder qualifies for mobile deposit. I am not on the list and was not able to deposit money into my account. I live out of state and now my account is suffering because I have no way of depositing funds into the account. They are unwilling to assist and my account is now is bad standing. This does not seem ethical and I would like someone to investigate these rules they have set as a financial institution.

  

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/12) */ Review of the member's account shows AllSouth has extended the courtesy of refunding Overdraft Fees seven times throughout our relationship with the member and there are currently no restrictions on the account preventing her from using Mobile Deposit. Eligibility for Mobile Deposit depends on several factors and can change on a daily basis. If the member no longer wants to participate in AllSouth's Overdraft Protections Services, she may opt out of the service at any time by contacting our Call Center or on our website. Please note that opting out of Overdraft Protection does not prevent the member from experiencing insufficient funds fees. For questions concerning our transactions posting, please refer to AllSouth's Membership Disclosure, sections 20 and 21, available on our website. Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'd first like to say that there weren't many options to choose from as far as a solution is concerned. I am not interested in getting any fee refunds. My apologies for the confusion. I called the credit union twice and both times I was told I was not eligible for mobile deposit. The first time they told me it was a weekly report and to call back next week. When I called back the next week and complained about not being able to deposit into my now negative account, I was put on hold. When the rep returned to the phone she explained it was a monthly report, not weekly as I was previously told, and I still was not eligible. She said she had reached out to her superiors and they said there was nothing they could do. My account is now in bad standing and I'm stuck in this financial rut because you all would not allow me to deposit into my account at that time. I don't have checks to deposit anymore. I had to open a new account somewhere else because I needed the money. I do not live close to a branch. So my account will have to remain in bad standing, again, because you all weren't allowing me to utilize mobile deposit at that time. I'd also like to address that your real time transactions are not beneficial to people who don't live nearby a branch. I understand I don't keep a high balance but I deposit when I know something is about to come through. With the real time transactions, it's no longer giving me the option of depositing before it the transaction clears my account. It seems very greedy of you all to implement that especially in the middle of a pandemic. Business Response /* (4000, 9, 2021/10/13) */ We apologize for the inconvenience and appreciate the feedback

• Initial Complaint

  06/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Good Afternoon, I am emailing in regards to my husband's debit card that was fraudulently hacked in April (4/27). He received a text message from the fraud department and he confirmed that the purchase was fraud immediately, meaning he DID NOT PURCHASE. Due to the FOURTEEN charges still pending we needed to wait it out..... All FOURTEEN charges were in the amount of $52.43 and then also had a .52 international charge. Totaling $741.30 total. His debit card was shut off and he waited almost 2 weeks for a new card to come in. We fought the charges and just received a letter this month saying that the investigation was denied and this was not fraud due to there being "evidence that we purchased". If you look at the documentation we received- parts of it are in ANOTHER LANGUAGE. Any one that has dealt with fraud understands that if they got your debit information it is likely linked to a computer and your address can be found pretty easily. So yes, this "****** ******" was able to provi

  

  Business response

  07/13/2021

  Business Response /* (1000, 9, 2021/06/30) */ Our Risk Management department received notice of the member's complaint Thursday, June 24, 2021, and is currently working with the member directly to resolve this issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩