Consumer complaint received 2025-01-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Difficulty submitting a dispute or getting information about a dispute over the phone
Company: ALLIANT CREDIT UNION
State: FL

Complaint narrative:
My husband and I purchased a new XXXX XXXX  in XXXX of XXXX. The XXXX  was destroyed during hurricane XXXX on XX/XX/XXXX. The XXXX  was financed by Alliant Credit Union. We had complete coverage on the XXXX, through XXXX, and filed a claim the following morning once the hurricane passed. Within a week, the XXXX  was deemed totaled, and Alliant Credit Union was notified of the decision made by the insurance company, including the payment that Alliant would be receiving from XXXX. I also informed Alliant Credit Union that we have GAP insurance to cover the remaining cost of the XXXX  not covered by XXXX. All the information was " documented on our account '' per the representative at Alliant. A few weeks passed and my husband and I began receiving notifications from Alliant Credit Union via text, phone calls and voicemails pertaining to payment. I called Alliant Credit Union on multiple occasions and explained the situation to different representatives on the phone whom all disclosed that the notes were visible on the account. In the meantime, we were waiting for XXXX to coordinate pick up of the totaled XXXX. This is a separate issue as XXXX only works with one company in the XXXX area for towing vehicles. The company name is XXXX. XXXX did not have a vehicle large enough to pick up the XXXX  from our home. After a dozen phone calls, countless minutes on hold, communicating with drivers attempting to pick up the XXXX, it was finally picked up the week before XXXX. During all of this, XXXX mailed 2 checks to Alliant to pay for the XXXX  but both checks were cancelled due to XXXX not having possession of the XXXX. Our account at Alliant Credit Union went into collections after 50 days of the company not receiving payment. Again, we spoke with Alliant Credit Union on numerous occasions describing the issue to no avail. We spoke with XXXX and advised them that our account is now in collections because they keep cancelling the checks to Alliant even though it was a transportation issue on XXXX end not our own. The representative at XXXX mailed a check the following business day which was XX/XX/XXXX. On Friday XX/XX/XXXX, my husband and I received mail from Alliant Credit Union stating we would owe {$1600.00} in insurance cost on the XXXX  unless we provide proof of insurance in 30 days. I immediately called Alliant ( insurance department ) and again explained the situation. They advised that, yet again, " a note was made on the account. '' I also called the main Alliant representative phone number to advise of the issue. The representative reported that she was not able to discuss any information with my account as it has been expedited to the " senior collections team ''. I expressed my concern with the account being in collections and she advised that " the account is only in collections with Alliant and hasn't been reported yet. '' I then asked if this action was damaging my credit? She did not respond, only silence. I know our credit is damaged as I am receiving notifications from XXXX XXXX. Then she stated, that one of the members from the " senior collections team '' would call me on Monday. As of now, I have not received a phone call from the senior collections at Alliant Credit Union and XXXX cancelled the check they mailed on XX/XX/XXXX. However, XXXX mailed a new check today XX/XX/XXXX, I suppose we will wait and see if this one processes or if it is cancelled. This entire situation has been a complete nightmare with all 3 companies involved. Unfortunately, my husband and I are the ones suffering the consequences of negligence. Although every step was taken to ensure communication with Alliant Credit Union, the company took it upon themselves to report us to collections, even during the state of an emergency with hurricane XXXX. It is apparent that this company disregarded all my communication regarding the payment of the XXXX. Our credit is being significantly damaged due to the actions of Alliant Credit Union.

Company response to consumer: Closed with monetary relief