Consumer complaint received 2021-08-10
Company: STATE EMPLOYEES CREDIT UNION
State: NC
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Struggling to pay your loan
Sub-issue: Denied request to lower payments

Complaint:
Hello, I am writing to address a concern I have with your bank and your employee. I purchased a vehicle in XX/XX/XXXX and received a vehicle loan from your bank. At the time I was XXXX XXXX  and business was awesome. I made my payments on time until my business reached a financial situation. I then sent my son to college in XX/XX/XXXX in which I had to pay an extensive amount of money out of pocket. During these times I would occasionally speak with XXXX XXXX. Whenever I was late I would speak to her to let her know of my financial situation. In XX/XX/XXXX, I decided to file for bankruptcy, which I listed NCSECU as one of my debtors. In XX/XX/XXXX I made the decision to XXXXXXXX my XXXX. I was going through the bankruptcy for a number of months until I decided to get it XXXX in XX/XX/XXXX. During this time I called SECU several times asking if I could make payments, however I was told each time that I could not due to the bankruptcy still showing. In XX/XX/XXXX, during Covid shutdown, XXXX called about my payments. She threatened to repossess my vehicle if I didn't pay {$2900.00}. I tried to explain to her that I was in a bankruptcy during that time. She did not give me any options as to this payment. It was as if she did not care about my situation. She taunted me because in her mind I did not have the {$2900.00} and she was sure that she would be taking my vehicle. Even during this time of our conversation, she threatened that if I didn't have the payment made by a certain time ( ex : XXXX ) that she would put in the order for repossession. I asked her for empathy because I wasn't working due to Covid, she provided nothing. I had a son in college and the only way I could get him home from school was my vehicle so I pulled the {$2900.00} from a bank account that I did not have with NCSECU. The reason I don't keep money within your bank anymore is because my son had a XXXX XXXX account with you all and there was money in his account, and XXXX pulled that money from a child 's bank account. I had never been so disgusted with a woman ever. How do you do that to a child who works at XXXX XXXX to pay for college. 

Fast forward to this week, my car was repossesed on last week. I completely forgot the payment. Instead of getting a phone call, I get a repo. I spoke with XXXX and she helped me resolve the issue. I was told that I could not pay a partial amount that I would need to pay the vehicle off in full or I would not be allowed to get my car back. Well again, I went into my bank account that is not with NCSECU to make this payment. This was money that was supposed to be used to send my son to college next week. 

Here is my issue with XXXX XXXX. Each time I've spoken with her on the phone she is very rude and nasty with me. I've told her this myself several times and even asked her why does she have to speak with me in this deameanor. I don't deserve any of this. When I went out of work due to Covid in XXXX, I told her. Every time after that when my payments were behind, I told her. My son returned from college due to cover and now my home bills increased, I told her. I had no money coming into my household, I told her. Not once was I offered any repayment options. Please look into my notes and see I was not offered refinancing, a modification, an extension, any type of Covid payment options, forbearance, nothing. My mortgage even offered me a forbearance. Why did NCSECU not offer me any type of assistance during Covid, seeing that I am still unemployed. There are no direct deposits coming to your bank. I advised XXXX of every situation I have ever sustained and not once did she offer me any assistance and especially not during Covid. 

When I paid hat {$7400.00} payment for my vehicle it was a relief. A relief that I no longer have to deal with rude and mean XXXX again. It was a relief that I don't have to get a nasty phone call from someone that works for your company but expresses no empathy for their customers. I didn't ask for sympathy, what I ask for is empathy. Empathy for a customer who has had several accounts with you for years, started my son 's bank account that I no longer keep money in for him. My mother got my account with SECU when I was XXXX years old and I am XXXX now. My grandmother, aunts, uncle, all have accounts with your bank. Why am I being treated so rudely and not even offered any options that would help my financial situation and allow me to feel some relief as I try to get back on my feet. XXXX XXXX who is my mortgage company offered me many options. My utility bills offered me options. My credit card company offered me options. State Employees Credit Union offered me nothing. 

XXXX was wonderful. She saw in my notes that I was never offered anything and stated that I should have. She was patient with me during the process of getting my vehicle and even made calls herself with the repo facility. She offered me reimbursement on my XXXX ride to XXXX to get my vehicle and also made sure I didn't have any out of pocket storage fees. If I had XXXX during my loan process, I am sure my last 4.5 years would have been much better. So thank you XXXX for your sincerity. 

I would hope that you look into the clients files that XXXX XXXX has and see how diverse they are. Is she offering her clients options that are available to them. What race of clients does she provide these options to and which does she not. Which age group does she provide these options to and which does she not. Which household median does she provide these options to and which does she not. These are things that need to be evaluated of your employee. I am sure I am not the only customer that has faced these things with XXXX, however I may be the first to reach out. A thorough evaluation needs to be done of XXXX, and although I'm sure your company does yearly standard evaluations, there should be a complete investigation done of all client files. 

Had I not been stressed with a business, a son going to college, XXXX a XXXX, and then Covid, maybe I would have thought to send this email sooner. Your employee should have also offered me options the moment I expressed to her my hardship. I have been treated very unfairly. And to XXXX, thank you for forcing me to pay my vehicle off because I no longer have to deal with your harassment and an employee who does not care about their customers. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation