Consumer complaint received 2024-09-17 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: ALLIANT CREDIT UNION
State: PA

Complaint narrative:
1. Summary of the Issue : On XX/XX/year>, I opened a high-yield savings account with Alliant Credit Union . I transferred {$25.00} from my account at XXXX  XXXX XXXX XXXX XXXX ( XXXX ) to open the account, but this transfer was unsuccessful. 

The {$25.00} transfer was scheduled as an ACH transaction and should have been covered by a large incoming deposit I was expecting into my XXXX  account on the same day. However, I have no record of the {$25.00} transfer ever pending or failing in my XXXX account. 

Despite the {$25.00} not going through, I was able to access the account, and on XX/XX/XXXX, at XXXX XXXX, I initiated a {$150.00} transfer to Alliant Credit Union. However, by XXXX XXXX  on that same day, my access to the account was revoked without written notice or email communication from Alliant. When I attempted to log into the account, I received the following error message : " We are unable to log you in because of missing information or a special condition on your membership account. Please call us at XXXX ( XXXX ) for assistance. '' Upon calling the number, I was informed that my initial {$25.00} deposit had been unsuccessful, and that my account had been closed. Notably, neither this error message nor any other communication I received explicitly mentioned the closure of my account, adding to the confusion about the status of my funds and account. 

I made two phone calls to Alliant representatives regarding this issue. On XX/XX/XXXX at XXXX XXXX, I was told the {$150.00} transfer would not be processed. However, after the {$150.00} posted and completed, I made a second phone call on XX/XX/XXXX at XXXX XXXX, during which I was informed that I would receive the {$150.00} back via a mailed check within 15 days. The representatives were evasive in answering my questions, particularly when I asked why I had received no written communication about the closure or status of my funds. I am still uncertain when exactly Alliant considered my account to be officially closed. 

When I attempted to access my account via Alliants website, I received a different error message : " Login error : Your access to online banking is currently restricted. Please contact our member care center. '' Again, this message made no reference to the closure of my account, contributing further to the lack of clarity around my situation. 

2. Timeline of Events : XX/XX/year> : Opened high-yield savings account at Alliant Credit Union XXXX {$25.00} transfer scheduled from XXXX. This ACH transfer was supposed to coincide with a large incoming deposit to my XXXX account that would have more than covered the {$25.00}. I have no record of the {$25.00} transfer pending or failing in my XXXX account. 
XX/XX/year> : Received a " Welcome to Alliant Credit Union '' email. Set up online banking. 
XX/XX/year>, XXXXXXXX XXXX  : Initiated a {$150.00} transfer to Alliant. 
XX/XX/year>, XXXX XXXX  : Made first phone call to Alliant using the number provided in the error message. I was informed that my initial {$25.00} deposit had been unsuccessful and that my account had been closed. I was also told the {$150.00} transfer would not be processed. 
XX/XX/year> : {$150.00} transfer posted and completed despite the previous assurance. 
XX/XX/year>, XXXX XXXX  : Made second phone call to Alliant. I was told that I would be mailed a check for the {$150.00} within 15 days, contradicting the initial information. 
XX/XX/year> : No communication from Alliant about the return of my {$150.00}, despite the 15-day promise. I am still uncertain when my account was officially closed, as Alliant has not provided any formal notification. 
3. Communication and Errors : When I attempted to log into the Alliant mobile app, I received the following error message : " We are unable to log you in because of missing information or a special condition on your membership account. Please call us at XXXX ( XXXX ) for assistance. '' On the Alliant website, I received a different error message : " Login error : Your access to online banking is currently restricted. Please contact our member care center. '' Neither of these error messages made any reference to my account being closed, further adding to the confusion. Despite assurances over the phone that the {$150.00} would not be processed, it was. I have not been contacted about the status of my funds, and my attempts to resolve the situation have not been successful. In both phone calls, the representatives were evasive when I asked for written communication explaining the situation. To date, I have received no formal communication from Alliant regarding the account closure or the processing of my funds.

Company response to consumer: Closed with explanation