Consumer complaint received 2021-12-10
Company: First Technology Federal Credit Union
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Debt settlement
Issue: Fraud or scam

Complaint:
I held a {$6000.00} balance on a credit card with the company XXXX. I was offered a 0 % balance transfer rate by First Tech FCU if I opened a new credit card. I opened a new credit card with First Tech FCU and on XX/XX/2021, I followed the directions on the First Tech web site to initiate a balance transfer to pay off my XXXX credit card. I was already using my First Tech checking account to pay my XXXX card and had it listed as an external account, after having submitted the information to make ACH transfers. When I followed the First Tech balance transfer instructions, I was only asked for the name of the financial institution I was paying, the address of that financial institution, and the credit card number for that account. I entered the required information and the process was complete after a few clicks. There was no request about mailing address for a check to to whom to make it payable. I received email confirmation from First Tech that they had begun the balance transfer process and the {$6000.00} balance showed up on my First Tech account. Several days went by but there was no sign of the payment to my XXXX account. When I make payments from my checking account to XXXX, the payments show up within 3-5 days. I checked the status on the First Tech website and read in the FAQ that their balance transfer process can take up to 30 days. I waited until 30 days had passed and contacted both XXXX and First Tech support to inquire of the status. First Tech reported they had mailed a check and it was up to the receiving party to tell me the status. The XXXX support number is actually XXXX XXXX, the company that handles the credit card payments to XXXX, and they stated that they had no record of a check to pay the balance on my account and told me that their payment address for mailing checks is different from the XXXX company address. XXXX XXXX said that in the case that First Tech sent the check to the wrong address, or made the check out to XXXX rather than XXXX, the check would most likely be returned to First Tech. A month long back and forth ensued with both parties saying it was out of their hands and told me the legwork of tracking down the check in question was up to me. After some time First Tech produced a copy of a check that was written against a XXXX XXXX account and cashed to a XXXX account. First Tech informed me that the XXXX account was an account owned by XXXX XXXX XXXX. I called XXXX, XXXX several times and they said they don't know what the XXXX account is and will take no further action in the matter. They suggested First Tech file a report with the bank to which the check was cashed. I asked First Tech what options I had available and they said that a stop payment was too late and the dispute process would not work. First Tech repeatedly told me that once the check was cashed, they were no longer responsible and it was up to me to contact XXXX and XXXX XXXX to inquire about options. I am not the owner of the XXXX account where the check was cashed or the XXXX XXXX account from which the check was written. I pointed out to First Tech that neither bank would talk to me about the details, as I own neither account, and First Tech reiterated that it is not their responsibility once their check is cashed. First Tech. I tried to point out that I had requested a balance transfer but that the balance never transferred and they were leaving me stranded. First Tech said that because I had entered XXXX into the name and address section for " financial institution '', to pay off my XXXX credit card, I had caused them to send a check to the wrong location and that made me responsible for whatever happened to the check, and it was up to me to investigate. Now I am paying off a {$6000.00} balance on two credit cards and neither company will do anything but point fingers at each other or at me. I really need an outside party to step in and help. This has been going on for over two months, I am forced to make duplicate payments on each balance and XXXX, XXXX, and First Tech are no longer willing to help.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation