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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On October 29th I received a notification for a fraudulent transaction posted to my account. I called the number listed in the email to dispute the transaction. I talked to a representative and received a case number at the end of my call. On November 7th I hadn't received my funds so, I called again. The representative proceeds to tell me there was never a dispute filed. However one part of the dispute was. The transaction for "codashop.com" never went through my account. I am waiting to give birth any day now and it is tiresome having to make sure someone else's job is done right. I would really appreciate it if I didn't have to jump through hoops to have what belongs to me.
Business response
11/08/2023
Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.Initial Complaint
06/28/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 3rd 2022 I use my debit card to pay my phone bill that was due June 4th it declined several times. My phone got disconnected until I was able to gain access by transferring funds to my cash app to pay the bill. It also stopped me from driving for bite squad and caused loss of income. Then again on June 7th had to transfer funds from my account I still had no access to my funds using my card. This continued periodically till June 16th I went into Food city to get food at the check out my card declined once again I tried to do a transfer and it also declined. At this time I had $565.27 in my account and had absolutely no access to. I called customer service who told me that it was an issue only the tech dep. Could handle they would call me at a later time. Here I was no way to pay for the food my gas light was on no way to uber home to my kids. Completely embarrassed. I had to barrow money from cash app. that included interest and fees. June20th I was making my deliveries and stopped for gas and had the same problem. No access to funds called customer service i got hung up on so i called back After hours of fighting with a supervisor and waiting I was only able to use the debit function on my card that resulted in me not getting my discount on gas with drive buddy. I also had a scheduled card payment for $80.92 on June 2nd for AT&T that was returned now have to pay return fees, late fees and reconnection fee. For the entire month of May i had no access due to a new app and the old one not working that resulted in late fees and return fees as well for AT&T. I am now in financial ruin due to their card management feature failure and new mobile app. On June 16th I requested a transfer to my chime for $200 that was not deducted from my balance until June 21 after making me making a $274.27 transfer to cash app thinking that's what I had left in the bank now my account is $-200 to start me off in July. I tried to screen record call but was blocked. Shame ORNLBusiness response
08/10/2022
Business Response /* (1000, 7, 2022/07/13) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor *** that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided. Consumer Response /* (3000, 9, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a resolution. They stated they can not disclose if I am or am not disclose if I'm a member or not. Then it says. We will contact our member through the information provided but I have not gotten anything from them. I have checked emails as well as mail to my house and voice mails. It would be really nice if they would just go ahead and solve the problem instead of writing none sense to blow everyone off.. Business Response /* (4000, 11, 2022/07/21) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor ** that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.Initial Complaint
06/23/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On June the 13th 2022 I made a car payment to Wells Fargo through my debit card linked to my ornl bank account. On June the 21 they reported to to Wells Fargo saying it couldn't be processed due to insufficient funds. But I had sufficient funds during the time of making the payment. I had no idea of the events taking place and could've easily lost my truck that is the sole vehicle of my household or damaged my credit due to a late payment if well Fargo wasn't willing to work with me as they are.. I've always had issues with this bank but I'm tired of it at this point. They let money leave my account surpassing the amount of money that was being processed for my bill payment. Knowing that the amount being processed shouldn't leave the account but they allowed it anyway. I call they'll give me half of an excuse to why but not a logical explanation. They make it to where the blame is mine and as if the money I put in their branch isn't their responsibility to look after and keep track of. I hope y'all see this and do something about this bank they think they can do what they please and that effects people but not them so it's irrelevant. Thank you this is also the Madisonville TN branch.Business response
07/18/2022
Business Response /* (1000, 5, 2022/06/30) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.Initial Complaint
04/13/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I was in the hospital with covid just got out recently. So I had to open a new account with ornl because my paperwork was gone when I got out I opened a new one. Now my $5,000.00 check has a hold on it & my power is about to b shut off. I used le oil city TN branch & the branch manager refuses to release it for me. Please help me I just got well & I'm a single mom with 2 kids.Business response
05/18/2022
Business Response /* (1000, 7, 2022/05/02) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.Initial Complaint
01/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They declined a charge to my credit card without any justification and the amount is within my credit limit on the card. They either extend credit to me or don't. This is embarrassing. This is not the first time, and I complained in the past but they didn't so much even respond. Perhaps having a 3rd party involved will make a difference. My next step if not resolved is to close my accounts.Business response
02/01/2022
Business Response /* (1000, 5, 2022/01/04) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided. Consumer Response /* (2000, 7, 2022/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) ORNL Federal Credit Union contacted me and we came to a compromise agreement. I am satisfied with their response.Initial Complaint
11/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
11/10/21 and 11/12/21 and continuing Unable to access On line banking and bill pay at ORNL FCU. They instituted 2 part verification and it does not work and does not give us access to our accounts and bill pay. This is very, very egregious to us. Called multiple times and unable to resolve problem and they can not give as a time when it will be. Customer service unable to offer any timeline would not upgrade to important and would not put us in contact with supervisory personnel. In fact hung up on us. This is so egregious that we will be pulling all our accounts with ORNL FCU and going somewhere else, that is when we get access to our money. This will be a big huge inconvenience to us but we think holding someone's bank accounts hostage because they are using crap software is worth it.Business response
12/15/2021
Business Response /* (1000, 5, 2021/11/24) */ Thank you for sharing the consumer's comments and contact information. At ORNL Federal Credit Union (ORNL FCU), member privacy is of utmost importance; therefore, we can neither confirm nor deny that the person noted is a member of ORNL FCU. In consideration of member privacy and the law, we cannot respond to any other statement in your letter. However, addressing the concerns of our members is one of our greatest priorities. We will respond directly to the consumer with the contact information provided.
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Contact Information
Customer Complaints Summary
12 total complaints in the last 3 years.
5 complaints closed in the last 12 months.