Consumer complaint received 2025-04-01 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Charged fees or interest you didn't expect — 
Company: VYSTAR CREDIT UNION
State: GA

Complaint narrative:
To Whom It May Concern at the CFPB, I am filing a formal complaint against VyStar Credit Union regarding significant issues with my loan account, unauthorized transactions, and a lack of transparency in how my loan payments have been applied. Despite multiple attempts to resolve these issues directly with VyStar, I have received conflicting information, been misled about my loan balance, and recently faced financial hardship due to an unauthorized payment that caused my account to become overdrawn. 

Background & Issue Summary VyStar Membership : I have been a VyStar Credit Union member for XXXX  years. 
XXXX & XXXX XXXX : I purchased a XXXX  protection plan for each of my loans, with the understanding that it would cover my loan balance in the event of disability. 
Conflicting Information : In XX/XX/year>, I reached out to VyStar VP Manager XXXX XXXX about my loan, and he directed me to the Loan Modification Department. However, since then, I have been given conflicting guidance from multiple representatives. 
XXXX Payment Issue : In XXXX, XXXX XXXX XXXX XXXX informed me that the final payment under my protection plan would be in XXXX. However, despite XXXX paying {$50000.00} toward a loan balance of {$34000.00}, VyStar is still demanding an additional {$28000.00}, which does not add up. 
Lack of Transparency : When I requested a full payment history to verify how my loan payments were being applied, VyStar refused to provide the documents. XXXX from the Loan Department denied my request, and even when I visited a branch, I was simply told to email the records department. 

Unauthorized Payment & Account Restrictions XX/XX/year> : VyStar applied a large payment toward my loan without my authorization, causing my account to go negative. 
Declined Transactions : While attempting to purchase necessities for my family, my card was declined due to a {$500.00} spending limit that I was unaware of. 
Unanswered Requests for Assistance : I contacted VyStar immediately and spoke with XXXX, who initially told me she would reverse the payment and escalate my case. She said XXXX from VyStar would call me back. XXXX never called back, and when I followed up, XXXX refused to help further and hung up on me. 

How This Has Harmed Me Financially XXXX. My loan balance does not add up, and VyStar has refused to provide records to explain where my payments have gone.

2. VyStar applied an unauthorized payment, overdrawing my account, and blocking access to my debit card.

3. I have been unable to purchase essential items due to my account restrictions.

4. VyStar representatives have been misleading, unresponsive, and in some cases, outright dismissive of my concerns. 
5. As a XXXX individual, this financial stress is significantly affecting my health. 

Requested Resolution I am asking for the CFPB to intervene and ensure that VyStar : 1. Provides a complete and itemized payment history of my loan, including a breakdown of XXXX  payments and how the balance was calculated. 
2. Issues a refund for the unauthorized payment that overdrew my account.

3. Reimburses me for all overdraft fees and financial losses caused by their mismanagement.

4. Restores my full account access, including removing spending limits that were placed without notice.

5. Commits to improving transparency and responsiveness to prevent this from happening to other consumers. 

Despite my attempts to resolve this matter directly with VyStar, their refusal to provide basic financial records and their mishandling of my account have left me no choice but to escalate this complaint. I appreciate the CFPBs review of my case and look forward to a fair resolution. 

Sincerely, XXXX XXXX XXXX XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation