Consumer complaint received 2022-07-30
Company: VYSTAR CREDIT UNION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
My name is XXXX XXXX. I am doing a complaint against Vystar Credit Union due to several breaches of my privacy as a bank consumer over the last 5 years. I called Vystar on XX/XX/2022 to ask to add a bank over draft feature and I was told it was active and I could use the feature and pay a {$39.00} charge on my next deposit date. There was severe interference in my call as I spoke to Vystar customer service as if my personal banking call was being monitored heavily. I informed the rep that I had to walk a hour to the ATM and back. She said the feature was active on my account and I could use it. That was not the case as I walked over 4 miles to get to the bank being XXXX by the local police XXXX who used to sit inside my bank right behind the information desk as the Bank representatives used to ask for my bank information. Eavesdropping of my personal information and I have endured invasion of my privacy, and tampering with my private financial bank information and transactions. Not only was I not able to withdraw any funds with the bank overdraft protection feature that I was told was active before walking a hour to my bank, but also my pin to my ATM card that I have used now for over 4 years was tampered with and not working. I had no choice to go inside the bank 's lobby and there I was put in jeopardy with being around people not wearing facemasks, but I was XXXX, XXXX and XXXX by local police following me and recording me while in my bank. I asked the guy who pretended to be a customer to stop recording me with his mobile phone and he XXXX me out. I asked for a manager and was ignored for about 30 minutes. I finally made it to a teller and was for no reason asked to take off my facemasks putting me in jeoperdy even more. I asked why do I need to take off my facemask, and I was told to identify my face. Yet, still got no help and was sent to seat in a separate area where the manager finally came. She reset th pin but did not explain why I had to when I was using my correct credentials. She then told me that I was not able to use the Bank Overdraft Feature because it takes up to 24-48 hours to activate on my account, but she do see where it was added. I said, that is not what I was told by customer service before I had to walk a hour here. I also informed her that one of her customer 's was XXXX and XXXX me by recording my on his cell phone and when I asked him not to, he called me XXXX and XXXX me. When I spoke up for myself against his verbal assaults I was treated as if I was the problem. No one should be recording me without my consent. It's XXXX. No one should tamper with my pin to my account I've used for over 4 years now. It's not the first time Vystar intentionally created problems for me as a customer that made situations worse for me and not better. It was invasive and unnecessary to ask me to take off my facemask when no help was even provided and I already had verified my member ID and provided my Driver 's Licenses at the help desk prior who told me to go to the teller where I was XXXX in line while made to wait around people who had no masks, no did the bank reinforce it. The manager herself and the workers weren't even wearing masks. It was a problem created for no reason to make me go inside and wait and be XXXX and XXXX as my financial information was tampered with without any explanation on why I had to even change my pin when I used the correct one. The I did not get the assistance I was told I had or could use with my bank overdraft protection. I had to walk back home in the heat after being exposed by all those people in the bank when I had no intentions on going inside being around people not wearing masks. I asked the manager to do a complaint, she lied saying she wrote it down, and nothing was done about the inconvenience caused for me today or tampering with my bank information. because they are doing it internally. It's not the first time my privacy has been violated with the tampering of my bank information and being XXXX  and XXXX at my bank and for no reason other than retaliatory and malice from the bank itself for me doing prior complaints against them for poor customer service and tampering with my bank info. I did complaints against XXXX for XXXX XXXX and invasion out of malice and retaliatory reasons because I did complaints against them eaves dropping as I went in to my bank prior to the pandemic and had to give my member ID and discuss my personal bank info in front of strangers including the XXXX police. No bank should openly in front of other customers as their customers for their private bank information. But Vystar does it all the time and despite me asking them to change that practice over the last now 5 years.

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