ComplaintsforBarksdale Federal Credit Union

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 20th 2024, Barksdale Federal Credit Union in Shreveport negligently process a charge of $160.70 for services from AT&T. However, at one time, I did have an AT&T internet account but I closed it down in December of 2021. AT&T told me the person using my account and routing number is named ***** *******. ***** ******* is NOT AUTHROIZED to pull money out of my account. I do not know ***** *******. Barksdale Federal Credit Union in Shreveport did not match the name on the AT&T account, ***** *******, with the name of the account holder, ****** ******, on the Barksdale Federal Credit Union checking account. Due to the negligence of Barksdale Federal Credit Union, this caused a $24.00 insufficient funds fee ($24.00 has been refunded) and I had to pay money out of pocket to cover the charge against my account. Plus, I had to pay a $20.00 stop cancelation fee. The total charges for the event came up to $180.70. I am trying to work with Barksdale Federal Credit Union member services but so far they seem a bit incompetent. Just to be clear, the $160.70 pulled out of my Barksdale Federal Credit Union checking account on Feb 20,2024 from AT&T was NOT AUTHORIZED by me. The person pulling the money out, ***** ******* is NOT AUTHORIZED to pull money out of my checking account. Barksdale Federal Credit Union was negligent by not checking the names on the checking account and verifying the name being used on the AT&T account. Not only am I seeking the $180.70 refund but I am also seeking physical and emotional damages, pain and suffering, time spent working on this issues from Barksdale Federal Credit Union for being negligent and not protecting my checking account from unauthorized access as indicated in the contract I signed with with Barksdale Federal Credit Union back in 2015. Please allow to collect 10 times the money stolen . Thank you.

  Business response

  03/08/2024

  While investigating this report, it was brought to my attention that the complainant has made contact with Barksdale Federal through a different resource and a resolution has been offered through the alternate channel.  As Mr. ******** report is being taken care of, and he is receiving communication there, I would fear proceeding here would cause confusion between all parties. As always, we take each report seriously and work diligently with the complainant to resolve any issues with Barksdale Federal Credit Union. It is our desire to make our communities better and appreciate each member and non-member that has an interaction with this credit union.

  Customer response

  03/19/2024

  Barksdale Federal Credit Union still owes me $20.00 for making a stop payment on an ACH that was charged against my account.

  Business response

  03/19/2024

  I have spoken with the other official handling this case, and all has been taken care of from this request upon receipt of the latest message. If there are any new concerns for this complainant, please let us know.

  Thank you so much!

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3/1/2024, I noted an odd PayPal transfer request, $2000 transfer from my checking account to PayPal. I did not submit this request, so I immediately called to speak to PayPal(who referred me to my bank) and BFCU, BFCU said the charge wasn’t showing on their end yet , but put alerts on my account so the charge shouldn’t be paid and that if it was they would refund any fees. While on the phone I change my password and logged out all devices on PayPal and unlinked any and all cards minus the account that it wouldn’t allow. In 3/4/2024 the charge did try to go through my account and caused 5 overdraft fees. I called PayPal who said nothing they could do and BFCU who said only they could do was close the account and refund only 3 of the fees. They couldn’t explain why the charge was even allowed to go through with the fraud alert and pretty much told me sucks for you while continuing to interrupt me and talk to me like I was ignorant. My checking account was not compromised it was PayPal so a new account is not necessary, but that was their only solution and said they would be more charges tomorrow when it tried to go through again.

  Business response

  03/20/2024

  I am in the process of researching this complaint and will be able to provide more details as soon as possible.

  Business response

  03/21/2024

  Good afternoon.  I have gotten more information and wanted to try to explain.  When an organization like PayPal is set up to obtain a payment with a debit card, you can put a fraud alert on the debit card which prohibits the transaction from clearing. However, when the payments are obtained via ACH, to come directly from the account number, there is no way to stop the transaction while it is in process.  You must wait for it to clear and then reject it.  You can then stop future ACH transactions from happening -- but you cannot stop one that is already in action.  This is why a fraud alert on the card would not work.

  Anytime this happens, BFCU is happy to return all Return Fees our members accrue due to the fraud.  We also are happy to reject the ACH transaction on our member's accounts.  Call Center representatives are authorized to return 2-3 fees for members, however when more than 3 are needed, a supervisor must review to decision anything more. I apologize for any misunderstanding in the number of fees that will be returned.  

  I hope that this helps understand the different types of transactions and our abilities based on how a member sets up the withdrawal process with an outside vendor.  We are always disappointed to hear that someone has had a frustrating experience and aim to do our best.  Any concern expressed is always reviewed with our staff and any retraining needed is performed.  Thank you for bringing this to our attention.

  Customer response

  03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because your employees lack the ability to explain the process, be helpful to members as well as other institutions have stopped similar charges. I recommend you properly train your employees and work with them on not interrupting customers and speaking down to them. 
  
  Sincerely,
  
  ****** *******

  Business response

  03/22/2024

  I am not sure what else I can do to help you here.  Please feel free to visit on of our locations at your earliest convenience.

  Have a great weekend!

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a few purchases through PayPal that I approved. I got no notification asking if the purchases were fraudulent. The bank decided to close my account and deny all my transactions. I called the bank to fix the issues and was told it would be resolved within 5 minutes. I attempted to make a purchase and card was declined again, which was embarrassing. This was all on a Friday, so I called the bank again and the lady advised she didn't know what the first call taker did but she will fix it within 5 minutes again. The card worked for 1 small transaction and now its been denied via online and at the store over the weekend with no customer service help over the weekend. I attempted to buy food for my family on Sunday and the card was denied again. It's very embarrassing getting denied when buying food for your family. Since, there not open on the weekend, I can't get anything fixed. A bank should know how to fix accounts without causing more issues and should ask confirmation about questionable purchases without canceling the card. Do not recommend banking with Barksdale Federal Credit Union.

  Business response

  03/04/2024

  We researched this complaint and understand that our Card Service Manager has spoken to and resolved this issue with Mr. *****.  We truly value relationships with our members and apologize for any frustrations. 

  Business response

  03/22/2024

  Mr. ***** spoke with our card services representative on 3/4/24 @ 10:15am.  He was directed to call our Card Services department directly (800-647-2328, option 6) next time he needed help. As the desired resolution in this complaint was contact, which was made at that time, we thought we had performed the action desired.  As always, we recommend our membership reach us directly at to obtain any help needed with services.  It is unfortunate any delays in the process here have not allowed us to help at a quicker pace. 

   

  Customer response

  04/02/2024

  This was not resolved and I was never contacted by the bank. Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/9/23 I went to the Express OMV on East 70th in Shreveport, LA. I attempted to withdraw money from the ATM inside, in the amount of $44.25. However, it did not work/release the money to me. I attempted to withdraw money from the outside ATM, and it gave me the money need. However, my bank account at BFCU shows that the $44.25 plus $1 service charge was taken twice, when I only received the money once. I spoke to BFCU and had $44.25 plus $1 service charge returned to me on 8/16/23. However, on 12/27/23, there was another $44.25 charge from the OMV on my account. I spoke to BFCU, and they refused to return my money. I did not go back to the OMV and attempt to obtain another $44.25 since 8/9/23. I would like the erroneous withdrawal/charge returned to my account.

  Business response

  01/04/2024

  In an effort to be thorough, employees research each transaction with the terminal owner.  As a convenience to our membership, BFCU provides a provisional credit pending the findings of the data provided by the terminal owner. The Express OMV provided journal copies and proof that the funds were dispensed as well as evidence that the machines balanced. As with credit union policy, any documentation we receive is always forwarded to the address on file for our membership and we notify them that the provisional credit will be reversed to prepare them for the deduction.

  When we receive information that the transaction is correct, we are required to process it according to the findings.  We have disputed them to the furthest of our ability with the terminal owner.  Should Ms. ***** still feel this is incorrect information, we encourage her to contact the terminal owner to dispute their report.

  Customer response

  01/08/2024

  Another draft from my account has occurred. That’s the fourth draft.

  Business response

  01/10/2024

  This has been taken care of and completed.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/26/23 I made a in person purchase with S&S Up Fitters for a UnderCover Flex Tonneau bed cover in the amount of $1,327.43. The front desk lady advised me that the cover would be in on 8/16/23. I called on 8-16-23 to see whats the status. The lady advised it would be in next week on 8-23-23. So on 8-23-23 I called to see if the cover was in, she stated no. I then asked whats the issue because I have checked online with two manufactures that make this bedcover and they advised me if I purchase it today it will be shipped to me the next day. The lady advised me she would call me back after she called to see whats the status. She never called me back so I went to the business the next morning to see whats the status of my order. The lady is now telling me again it will be in next week. I asked her for proof of purchase & a tracking number for the order. She couldnt provide one so I advised her that I would like to cancel the order. She said she would have to go in the back & asked the owner. She came back & stated he refuse to cancel & he didnt want to talk with me at all. I then called Barksdale card services & advised them of the issue. They advise me to go into the local branch and file a dispute which I did. Barksdale credited my card back but a few months later issued the charge back to my card. Barksdale advised due to the paper work that the merchant sent they added te charge back. I advised them that the copy of my receipt didnt have any of the information on it that i agreed to any of those terms meaning a special order no refund. I also advised barksdale that S&S had added a fraudulent charge on my card in the amount of $125.00 for labor. I talked with Holly the manger over card services and she stated that due to the company refusing to give back the money & that it was months ago when I made the purchase there was nothing they could do. I feel like Barksdale didnt not look out for me even when I did everything they asked me to do in the dispute & plus provided them with all the proper proof and paper work that S&S gave me

  Customer response

  11/04/2023

  This is a fraud charge how can you charge a person card for labor in the amount of $ 125.00 when you never did it. And Barksdale had proof of this provided by me. And still did nothing. Plus I canceled the order for the bed cover and S&S still ordered the cover weeks later. 

  Business response

  11/07/2023

  According to the guidelines and information received from all parties involved, this charge for a special-order item was investigated and settled based on the mandated regulations required of BFCU as a financial institution.  I understand that the complainant no longer requires the cover as it was purchased through another vendor.  However, based on the purchase agreement the funds were still due to the original vendor as a special-order item.

  Regarding the labor costs, the vendor stated they had issued a refund and mailed those fees back to the purchasing party.  

  Customer response

  11/07/2023

  In response to my or being a special order, it was not look at my receipt. S&S made up that fake receipt and sent that in to Barksdale after I disputed the charge. And about S&S sending me a check in the mail that never happened. And plus Barksdale knew about the fraudulent charge of 125.00 in July when I filed the dispute. So that should have been handled then by barksdale and the charge should’ve never been added back to my card

  Customer response

  11/07/2023

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

  Business response

  11/07/2023

  When BFCU receives complaints and concerns, we first attempt to provide our members with a temporary credit while we investigate.  This provisional credit is conditional on the transaction being determined as fraudulent.  We obtain information from each party to make the final determination. As a financial institution, we are bound by financial regulations.  If the vendor's claim supports the transaction we are required to honor that transaction and the provisional credit is reversed.

  The documentation used to support the final determination is mailed to our members with a letter explaining the resolution. We also provide contact information to make it easy for membership to speak with a representative about the outcome, which Mr. ***** acknowledges using in his account of events.

  As we have researched and made a determination on the validity of the transaction, any further action for a refund will need to be directed to the vendor at which the purchase was made. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  7/23/2023 opened a new bank account in the branch. I left around 4:20pm, with a debt card in hand. The employee that opened my account, zero issues. Deposited over $1000, into my checking. Went to use my card around 5:10pm and transaction was declined. Called customer service, my account was RED FLAGGED. Further investigation collections from 2016 popped up at 4:55pm resulting in red flagging account. No one contacted me, no one told me there was an issue. Members services said they’re not suppose to open a new account if there’s a collection. Yet the employee failed to do her job, barksdale allowed me to deposit into my account. They have my money, holding it, without contacting me! As well as opened a regular checking account and saving, NO ISSUES or anything said about a collection

  Business response

  07/17/2023

  This individual has been called by our NorthGate manager and any discrepancy has been handled.  I have personally called to verify internal processes to be sure things are updated on our side to make sure any potential member does not have an experience similar to the one described by the complainant.  

  Customer response

  07/17/2023

  
  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

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions In accordance with the Fair Debt Collection Practices Act. Debt collectors are not allowed to communicate with me under the 15 USC 1692C

  Business response

  01/27/2023

  Business Response /* (1000, 5, 2023/01/03) */ Information is being gathered and verified at this time to make an accurate assessment of Ms. ******'s concerns. Thank you for your patience during the holiday season. A final determination and response will be sent as soon as all verifications are complete. This is expected within the next 2 days. Business Response /* (1000, 8, 2023/01/05) */ In an effort to respond to each statement made in the consumer's original complaint, the responses are broken down below: In accordance with the Fair Credit Reporting act. This account has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681. Information used to research the complaint can be found at www.ffiec.gov/exam/InfoBase/documents/02-con-fair_credit_reporting_act-XXXXXX.pdf#page40. 15 U.S.C 1681 section 602 A. States I have the right to privacy. 15 U.S.C 1681 section 602 A states consumers have the right to "accuracy and fairness of credit reporting". Audited findings, per the initial request were done in September of 2022. All reporting was deemed accurate at that time. Verification by an additional resource was conducted in light of this report, and again the data was concurred to be accurate in all reporting to the credit bureau. 15 U.S.C 1681 Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions In accordance with the Fair Debt Collection Practices Act. Clarification to this statement is most likely needed to respond accurately. 15 U.S.C 1681 Section 604 A Section 2: states "An elaborate mechanism has been developed for investigating and evaluating the credit worthiness, credit standing, credit capacity, character, and general reputation of consumers.". The credit union uploads the data according to the historical account of payments made. The assignment of credit scoring, credit worthiness, credit standing, credit capacity, character, and the general reputation of the consumer is not assigned by the credit union, but rather the mechanism designated by the act itself. As long as the lender uploads the data correctly, the lender itself has no influence on the end score assigned to the consumer by the credit reporting agency/agencies. If the concern is over authorization being given to received credit information (and in the credit union's own application process), according to disclosures provided at the time a BFCU loan is requested, applicants authorize the credit union to obtain credit reports in connection with the submission for credit and any update, increase, renewal, extension, or collection of the credit received. In these disclosures, the applicant further acknowledges the credit union will rely on the information in the application and his/her credit report to decide. This acknowledgement is collected and stored for all BFCU requested loans. According to the Fair Credit Reporting Act, a lender must provide accurate data regarding the history of the loan, which has been done. If the concern is over authorization being given to receive credit information (in another lender's application process): In an effort to make their own determination, should any individual requesting a loan in the future with another institution, said individual would need to provide a request with that institution to gain access to the individual's credit report. No written request would be required to each previous lender(s) to release loan data, as all historical data would be provided to the credit reporting agencies under 15 U.S.C 1681 Section 604 A Section 2. If another lender has requested credit reporting information without authorization, the dispute would lie with that lending institution for the request and not the initial institution for the reporting. Debt collectors are not allowed to communicate with me under the 15 USC 1692C Information used to research this statement can be found at www.ftc.gove/legal-library/browse/rules/fair-debt-collection-practices-act-text. According to 15 USC 1692C, Ceasing Communication, "If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except (1) to advise the consumer that the debt collector's further efforts are being terminated; (2) to notify the consumer that the debt collector or creditor may invoke specified remedies which are ordinarily invoked by such debt collector or creditor; or (3) where applicable, to notify the consumer that the debt collector or creditor intends to invoke a specified remedy. If such notice from the consumer is made by mail, notification shall be complete upon receipt." Even though the credit union acknowledges holding practices that attempt to reach out and collect on an outstanding debt, as all lenders do, when a consumer provides a written refusal to pay a debt, requesting a cease to further communication it is policy to follow the requirements of 15 USC 1692C. Until such notification is received, attempt to collect on accounts are within the guidelines of this act. In addition, the creation of the Fair Credit Reporting Act itself is to create consistency and non-bias for all financial institutions as payment history is logged. It would be counterproductive to the act if any FI were to report inaccurate date, or not report data fairly (or not at all) on each borrower.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON OCTOBER 17, 2022, I RECEIVED A CALL FROM ****** ABOUT FRAUDELENT ACTIVITY ON MY CHECKING ACCOUNT, AFTER THEY SHUT DOWN MY CARD THAT MONDAY I WENT INTO THE BANK AND GOT A NEW CARD AND FILLED OUT DISPUTE PAPERWORK. THE LADY THAT HELPS OUT AT THE MANSFIELD BRANCH WAS VERY NICE SHE HELP ME IN ANYWAY SHE COULD BECAUSE I WAS NERVOUS AND SHAKING FROM THE SITUATION. I WAS TOLD TO GIVE THE BANK 7 - 10 DAYS MY FUND SHOULD BE BACK IN MY ACCOUNT BECAUSE OF THE AMOUNT OF MONEY THAT WAS TAKEN I WENT TO THE POLICE AND MADE A REPORT. IT HAS NOW BEEN THREE WEEKS I HAVE NOT RECIEVED ONE CALL FROM BFCU AND WHEN I CALL, THEY PUT ME ON HOLD FOR 20-30 MINUTES EACH TIME BUT IS NEVER ABLE TO REACH ANYONE IN THE DISPUTE DEPARTMENT. I HAVE BEEN A MEMBER AT THIS CREDIT UNION FOR OVER 20 YEARS NEVER ONCE FILED A DISPUTE AND WHEN MY CARD WAS STOLEN AND USED BY SOME THEIF I FEEL LIKE IM BEING PUNSIHED FOR IT I NEED MY MONEY AND WOULD LIKE FOR SOMEONE TO REACH OUT TO ME REAGRDING IT.

  Business response

  11/21/2022

  Business Response /* (1000, 5, 2022/11/02) */ This individual has been contacted by our Fraud department and the dispute has been resolved. I apologize for any misunderstandings in the process. Consumer Response /* (3000, 7, 2022/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one ever contact me I called them and went into their office. When I went into the the Mansfield Road Branch in Monday I was told by the lady in the first office when you walk in the building that they are handling the the disputes and it could take up to two months for me to get my fund back because they are still trying to post dispute for August the only call I got was from ****** Barksfale never reached out Business Response /* (4000, 9, 2022/11/04) */ Although I cannot give specifics on account information due to privacy policies, I can only assure the BBB that this dispute has been resolved favorably to Ms. ***** as of my last update submisison. With fraud on the rise, our staff are working tirelessly to get to every dispute filed. At my request, Ms. *****'s dispute was pushed to the top of the processing list. Getting her the resolution she needed as quickly as possible was top priority for us. After the rejection of that resolution, I contacted the center manager and asked that a special call be placed to Ms. ***** to make sure any and all of her additional concerns are handled promptly. Our goal is to assist our members as quickly as possible, and I apologize if a feeling of frustration or a lack of concern was felt by Ms. *****. We would never want a member to feel that way. It is my hopes that after speaking with the manager she feels the value BFCU places in all of our members.

• Initial Complaint

  04/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  4/24/2022 someone tried to hack my Barksdale federal credit union account. I got a text saying my reset my temporary password. Received another text saying I needed to text that password to them. The number sent my id to me.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/04) */ Unfortunately there are many people out there looking to defraud members of any financial institution. Please have Ms. ****** contact us at ************ to begin the process of a dispute on any services she might have with the credit union. Without notifying your financial institution of any issues, there is no way for anyone to know you know need help. The first step with any type of issues with your credit union should always be to notify them. We are all here to assist you and look forward to hearing from her.

*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. ↩