Consumer complaint received 2023-12-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: ALLIANT CREDIT UNION
State: MI

Complaint narrative:
Company has refused to accommodate my XXXX XXXX XXXXXXXX. I have repeatedly requested an interactive good faith process to accommodate my XXXX for equal access with an accommodation that is reasonable, appropriated, lasting and durable. I have specifically requested effective communication for me as an accommodation. I have told them I have XXXX including XXXX. I have asked them to not use words or phrases that trigger my XXXX. I have told them it may seem innocuous to them but if I mention if is trigger for me for them to use different language. Each time I have made the request they have never responded, never acted in good faith, never offered any alternative accommodation and instead were rude to me, they said they had a right to use whatever language they wanted that their 1st amendment rights superseded my XXXX rights. They refused any single point of contact as an accommodation and still did not offer any alternative. Instead they repeatedly keep shifting the burden of an accommodation back on me while rejecting every suggestion I have had. They now will not allow me to access my account in any manner, they have blocked my phone number and they have blocked my online access, they tell me online to call them for access while knowing they have blocked my calls, they send me emails asking me to call to taunt me knowing I have XXXX and they have blocked my calls. They call me refuse to serve me in any manner stick me on hold and hang up on me knowing I can not call back as punishment. They repeatedly lie to me. On XX/XX/XXXX they told me their board had met on XX/XX/XXXX  and decided to close my account. When I tried to ask about it they told me they sent me info via XXXX XXXX. When I told them I was driving they told me everything was explained in the letter I had not received. they then hung up on me after lying saying XXXX XXXX had delivered the letter to my address in XXXX MI. I called back since I was travelling and needed access to my funds. They lied to me again this time saying their board had met the previous week and choose to close my account. When I explained it seemed strange that they would have a board meeting the week if XXXX they said they didnt know when the board had met but it was all explained in the letter I did not get. When I explained I needed access to my funds since I was travelling they told me everything was in the letter I did not get. They did this over and over again each time hanging up on me. They ( XXXX ) verified to me 5 times that the XXXX XXXX letter had been delivered to my address in XXXX MI. She would hang up on me each time I requested access to my funds. Since I was trying to get home and I could not read a letter I did not get nor could I read it while driving I kept trying to find out what was going on with my account. This was causing me a great deal of stress affecting my XXXX and during a blizzard south of XXXX XXXX. Since I speak XXXX from living in XXXX XXXX and XXXX, and since speaking in XXXX  and listening in XXXX can be less triggering of my XXXX I tried to do business in XXXX, this only resulted in Alliant accusing me of being racists ' and then them being more abusive of me hanging up on me. After more than 7 hours and more than 30 hang ups they offered me shared branching so I could get some cash to make it home. Sadly by this time the blizzard was bad and I was nowhere near anywhere I could use it before closing. Alliant never offered me any accommodation, they never took part in any true interactive good faith process. Instead they put the burden on me, a person with XXXX XXXX XXXXXXXX to figure out how their company would accommodate me while rejecting every suggestion. Now despite me trying to contact them about my account and a loan they continue to block my online access, will not help me get access, tell me to call while blocking the calls. Tell me to only call them in an emergency ( I would call XXXX instead ) for some reason unknown to me. I do not have physical access as a XXXX person, I do not have telephonic access, I do not have online access. All of this due to their lack of effective communication for me using terms that trigger my XXXX then hanging up on me and somehow expecting I would not get more upset and not try to get access to my funds. I am now in great fear of them and feel they will try to destroy my credit due to not providing effective communication for me and within my abilities. The burden of an accommodation should have shifted to them once they knew I was XXXX or might be. I continue to wait for equal access within my abilities, I wait for an accommodation for my XXXX. I wait for an interactive good faith process. Until them I have no idea how to mange my account of loan. I do think they took all of my money since nothing was left in any of my accounts. I truly have a great fear of filing this as the last time I filed a complaint it resulted in my account be closed so this time I have no idea how they will retaliate for me seeking my rights within my abilities. They should not be allowed to trigger my XXXX and then once my XXXX have been triggered to use my lack of XXXX XXXX XXXX XXXX as a reason to deny me services when providing an accommodation would have avoided triggering the XXXX. I expect they will not respond to this within the given timeframe to harm my credit as well. They have repeatedly asked me to go against my doctors advise as to how to control my XXXX which has also been triggering and harmful. Lastly only after 25 calls on the XXXX of XXXX they admitted they did not send the letter to my present address but had sent it to my old address. Even though I changed my address they said I only changed my mailing address and so they used my old primary address as the address to mail things to. This was just another example of ineffective communication of which I was trying to avoid. I do not have access to statements, or any account or transactions or any accounting

Company response to consumer: Closed with explanation