Consumer complaint received 2020-11-09 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: ALLIANT CREDIT UNION
State: AZ

Complaint narrative:
I joined Alliant Credit Union in XX/XX/XXXX after an awful experience with a " big bank. '' I chose them mainly because they were at the top of the Consumer Reports list of " Best Credit Unions '' at the time. For over a year, my relationship with this bank was excellent. They treated me as a real person, not a number, and were aware that I was XXXX and living off of monthly XXXX  checks. I was told from the beginning that I was enrolled in the bank 's " courtesy pay '' program, but I was never told there was a fee for any such service, or else I would have never enrolled. Since I am living on a limited income, there were times when my balance at the end of the month was close to XXXX, or I would even be overdrawn {$20.00} or {$30.00}. I understood that Alliant just paid these small fees as a " courtesy '' since they knew that my U.S. Government check would be in my account on the XX/XX/XXXXof each month. Unfortunately, while being XXXX and having to spend a lot of time concentrating on my health, hospital visits, etc. I did not notice until just recently that my credit was awful. And, with that, I did have, from time to time, fraudulent charges pop up on my checking account. I had alerted the Bank to this possibility from the start, and they reassured me that my account was safe, and I would never be " dismissed '' as a client for this reason. ( This is why the " big bank '' fired me, and it was a nightmare. '' I've had at least 3-4 different bank cards in my time with Alliant and was always sent a replacement promptly after reporting the fraud. Also, I was given a provisional credit, which always became a permanent credit after investigation. This summer, I felt a change in the bank 's attitude towards myself, which I thought I imagined. It began in XX/XX/XXXX when I had to report an instance of fraud for the first time in quite a while. The representative had an attitude upon taking my report over the phone, sighing heavily and telling me that I " couldn't keep doing this. '' I had no idea what he was referring to and asked what he meant by that statement. He completely ignored me, and all I could hear was typing. I was told to shred my existing bank card, and I would be sent another immediately. In the past, I always received my card within 3-4 days. On this occasion, it took over three weeks ( 24 days ) to receive my card. I was distraught on that occasion as I did not have money to pay for literally anything. Not food, not the medications on which I am dependent until I was forced to ask a friend for money. Of course, I received enough money to pick up my medication, and thus avoid a trip to the emergency room, as well as money for food as I had not eaten for days at that point. I called Alliant daily and was told repeatedly that my card had shipped ( different shipping dates were always given. ) That was a terrible experience, which I hoped was a one-off. Unfortunately, I was incorrect. I checked my balance at the end of XX/XX/XXXX and was outraged to find that my account was overdrawn by {$530.00}!! As you can see from the attached statement, {$330.00} of which was due to " courtesy pay fees. '' I admit that {$110.00} of this {$530.00} was due to a problem with my mobile phone carrier 's autopay program, which was to debit my account on XX/XX/XXXX, and instead was presented for payment on XX/XX/XXXX. I was charged {$330.00} in fees for, excluding the phone bill, charges for less than {$5.00} apiece. I had NOT even incurred such a fee even when being overdrawn in the past. An example of which is attached to said complaint. I immediately contacted the bank via their internet email ( the only form of contact given after hours ) and complained about this sudden " fee '' from nowhere. The representative responded that it was in my contract with the bank, which is true, as I found out while researching today ) but had never applied to me for whatever reason. I explained that I was on a limited budget and could not afford {$330.00} in fees. In the act of what was probably considered " extreme generosity, '' she refunded 3 {$28.00} payments. I appreciated the {$80.00} or so, but I really need the rest of those fees back. It seems unfair to suddenly start charging a fee, even if Alliant COULD have charged such a fee during my entire membership but did not enforce the said rule. And now, just as I was down to {$200.00} in my checking account before paying for my medication, I received yet another fraudulent charge for {$160.00}, which was just about the total amount left in my account. I filed another fraud complaint and was assured that an expedited bank card was on its way, but I have an immense fear of that happening. due to my last experience, I'm not sure I can count on provisional credits anymore. If I do receive said credit, I don't know exactly how I will pick up my medications, one of which costs {$100.00}, and still feed myself on {$170.00} ;

Company response to consumer: Closed with explanation