Consumer complaint received 2025-07-20 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Other problem
Company: ALLIANT CREDIT UNION
State: NY

Complaint narrative:
I wondered why my credit card bill was so much higher than usual. After diving into my account, the only real way to audit my own transactions would be to review an itemized list that includes my account balance after each transaction. It turns out that Alliant has this built into their reports, but it's not working correctly, leading to the appropriate column in their reports being zeroed out. 

I have been trying to work this out with Alliant 's CEO and COO to no avail. They have ghosted me on phone calls, refused to acknowledge the mathematical error and have been ignoring requests to void any fees associated with their mistakes. The following is a step by step account of what has transpired thus far. 

I reached out to customer service and received the following responses : XX/XX/year> : There's an issue with their messaging system XX/XX/year> : There's still an issue with their messaging system XX/XX/year> : They claimed the issue had been resolved over the phone, which was not the case XX/XX/year> : They will not fix the issue with their reports and said, " The only suggestion we can offer is to gather your previous statements and review all your transactions to calculate what was spent. This will help you understand why you have a high balance owed. '' XX/XX/year> : They will not fix the issue and there's yet another issue with their messaging system. 
XX/XX/year> : They claimed they had verified the accuracy of my statement, but did not explain how. 

Furthermore : XX/XX/year> : I sent Alliant 's CEO, XXXX XXXX, a message on XXXX, which went ignored. 
XX/XX/year> : I sent XXXX an email referencing my XXXX message, to which he asked for more information, and I provided it. I also asked for a report with post-transaction balances, which I have yet to receive. 
XX/XX/year> : I had yet to hear back from XXXX, so I sent an email asking for an update XXXX Alliants Member Engagement Office replied , claimed statement was correct, acknowledged no running total feature in online banking. 
XX/XX/year> : I responded with a video walkthrough of the issue and offered availability for a call. 
XX/XX/year> I had a call with XXXX XXXX from Alliant during which he refused to help. I followed up with an email requesting a recording of the call in a digestible format, which I have yet to receive. 
XX/XX/year> : I had a call with Alliant 's COO, XXXX XXXX, who was nice, and attempted to help by reviewing various reports with me. 
XX/XX/year> : I shared a video walkthrough showing discrepancies in my statements. 
XX/XX/year> : I had yet to hear back from XXXX and reminded him that my bill was due within two days. 
XX/XX/year> : XXXX offered another call, which I confirmed and requested that all accrued interest and fees be voided during this period. 
XX/XX/year> : XXXX confirmed the call time, but did not acknowledge my request regarding the fees. I requested it again. 
XX/XX/year> : Ten minutes into waiting on the line, I emailed XXXX stating that I was waiting for him. He responded 44 minutes later claiming that he had trouble logging in. Note that he logged into the same XXXX XXXX line on our previous call without trouble. I told him that my card had been disabled and for XXXX to reinstate it. I told XXXX that I would not be wasting my time waiting for him any longer, and that he should ensure the following by week 's end, before I submit a formal complaint : 1 ) Correct the mathematical error on my statements, 2 ) reinstate my card, and 3 ) void any fees incurred as a result of these mistakes. XXXX responded having not acknowledged anything in my preceding email and tried to push me towards another phone call.

Company response to consumer: Closed with monetary relief