Consumer complaint received 2024-01-05
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Company closed your account
Company: SUNCOAST CREDIT UNION (KS)

In XXXX of XXXX, issues began to arise between Suncoast Credit Union and XXXX XXXX XXXX. This complaint is specifically regarding the way Suncoast handled the discrepancies and banking issues with XXXX, however what happened with XXXX is prevalent to the case. Prior to this incident, I had been a member of Suncoast Credit Union for over XXXX  years with 100 % on time payment history for this card. 

I had Bill Pay set up through XXXX for several years, and suddenly XXXX started withholding the funds and my payments were not being made. I was unaware that I had missed payments with Suncoast until I got an alert on my credit report that there was a missed payment. I immediately called Suncoast at the beginning of XX/XX/XXXX once I realized I had XXXX missed payments. During this conversation I was told that they never received my funds from XXXX, and to make a payment through the payment portal. I was informed by this agent that since this was a banking error and I had proof on my bank statements that I was making payments, to call back once I made a payment to get the late fees reversed. Rather than making the minimum payment right then, I waited until my next paycheck to pay {$100.00} towards the balance to get my account back in good standing and to make up for the two prior missed payments. This payment went through on XX/XX/XXXX, my minim payment of {$50.00} was not due until XX/XX/XXXX. 

The first voicemail I have from Suncoast is on XX/XX/XXXX. To which I promptly returned the call on XX/XX/XXXX and discussed this issue. I received an additional call on XX/XX/XXXX, but considering I already spoke to a few agents on the XXXX I had assumed they never updated their system. When I called on the XXXX to make my payment over the phone, the member care solution specialist who took my call informed me that I was ignoring all of their communication, that I should have been aware this was happening with their account, and that they sent me a letter ( which I never received ) saying that contact needed to be made. I informed this agent that I did in fact have contact with Suncoast already where I was told they understood the banking error, to make a payment, and to call back to get the late fees reversed. I also reminded her that I assumed my payments had been going through, as XXXX was taking money from my account and was supposed to be sending it to XXXX. I had no reason to suspect there was an issue as Ive had Bill Pay set up with XXXX to pay my Suncoast card for several years. The representative on this call told me they would not be reversing my late fees due to me making no effort to communicate, and that I should have known it was an issue. I kindly informed the agent that I called the moment I realized there was an issue, that I do not answer calls from unknown numbers that are marked as potential spam who dont leave voicemails, and that I did make an effort to communicate. She told me to make a payment and try to call back for fee reversal. After making my payment online ( as they charge {$8.00} to take a payment over the phone ), I immediately called back and was told I had to wait until the payment was posted on the account to try to apply for fee reversals. 

I called back on XX/XX/XXXX where an agent helped me apply for fee reversals. I assumed this issue was resolved. 

On XX/XX/XXXX I received a notification from XXXX that my Suncoast Credit Card had been closed. I immediately called assuming this must be some type of error, and was told it is not. The specialist who helped me informed me that its possible whoever closed my account didnt realize I made the payment on XX/XX/XXXX. I asked her if it was normal practice for them to close credit cards from members who have had 100 % payment history over the course of 8 years, and she informed me that shes not sure why they closed my account. Her speculation was that they wanted me to be making payments while there was an issue with XXXX, however I informed her that I was unaware there was an issue until XXXX where contact began. She apologized profusely and said theres nothing more she can do, that its a very unfortunate circumstance, and that I am welcome to reapply once my balance is paid in full. I asked her why nobody informed me my account was being closed, as I spoke to care members after my payment was made and nobody said anything. She said that it was just closed a few minutes prior, and shes not sure why. 

My question is this ; is it normal practice for Suncoast Credit Union to close accounts of loyal customers who have 100 % on time payment history for over 8 years due to XXXX missed payments where contact was made repeatedly and the issue was seemingly resolved? Especially when its on my bank statements from XXXX that payments were being made?