Consumer complaint received 2025-11-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: FourLeaf Federal Credit Union
State: NY

Complaint narrative:
Hello, I would like to request an investigation regarding my accounts at the FourLeaf FCU Corp Office in XXXX, NY and specifically the branch located at XXXX XXXX XXXX XXXX XXXX NY XXXX. 
1. First of all, it's been a nightmare dealing with incompetent staff. In the past, I ran out of checks and ordered more checks with XXXX XXXX, XXXX XXXX. When they arrived they started at number XXXX, rather than let 's say XXXX. I went into the branch. XXXX asked, ... who ordered them for you? I responded, you did, I only deal with you. XXXX responded,... oh, I'll check with XXXX and let you know. In the meantime, I called Corp and they confirmed XXXX ordered them. The next time I asked XXXX, did you find out who ordered the checks. XXXX responded, I did not recognize the staffs last name. '' I laughed and replied, oh, you don't recognize your name, it's right on my profile. At this moment I questioned XXXX 's integrity working in a credit union. 
XXXX. I do not bank or shop on-line. In XX/XX/year>, XXXX XXXX the previous manager notified me my insurance payment of {$660.00} was not paid. I was confused because the U.S. Government handles my insurance it does not come out of my bank accounts. XXXX notified me the money was withdrawn from my checking account xxxx and electronically deposited into a company. I did not authorize this charge. I signed a form and filed a report with the police department. I requested my checking account closed. 
XXXX. On XX/XX/year>, XXXX opened a new account XXXX and ordered checks. 
On XX/XX/year>, XXXX XXXX mailed my checks to the XXXX branch. 
ALMOST XXXX MONTH LATER, on XX/XX/year> at XXXX a.m., I received a call from XXXX XXXX, Member Services Representative the checks arrived, however, I have repeatedly asked for them with no results. In the meantime, I use Official Checks. 
XXXX. On XX/XX/year>, I called FourLeaf FCU Lynbrook and left two voicemail messages. 
Since no one called back I went in and walked over to where XXXX and XXXX were seated and asked, ... what, no one returns calls. '' She laughed and said, Oh we got your message. I then said I had to go up to the counter and get my checks. XXXX laughed and said, You picked them up, I think you picked them up! I said, No, I did not. 
On a different note, I showed XXXX a letter stating a fee was charged to my account and I wanted to make sure I did not send XXXX checks. She raised her voice several times and said, we did not pay, we did not pay! I told her XXXX times to re-read the first sentence, Yes, XXXX it was paid, I just want to make sure I did not pay with an official check too. 
How would XXXX remember out of hundreds of members that I picked them up especially when according to XXXX the XXXX XXXX members do not sign out for them and they do not track who and when they were picked up. Quite frankly, " protecting member information should be high priority including accurate and extra precaution to ensure members info is handled properly. 
[ Note : Every time I call the branch including this day I never receive a call back. There is clearly no customer service. ] I request the footage be reviewed to see : XXXX ) who called me when checks arrived ; XXXX ) who handled those checks and, if in fact, they were properly locked up by XXXX who told XXXX she called me when the checks arrived ; XXXX ) who picked up the checks ; and XXXX ) what date were they picked up. 
I spoke to XXXX and XXXX several times about XXXX 's behavior and countless inaccurate information regarding my accounts and furthermore report I do not want to deal with incompetent people handling my personal information. 
On XX/XX/year>, I asked XXXX if my checks were there because XXXX said I picked them up and I did not. 
XXXX asked when did I order the checks because the last order placed was XX/XX/year> ordered by XXXX. XXXX, she could see who placed them but when she ordered them wrong she had no respect or responsibility to admit she made a mistake but threw her staff under the bus with no problem. Again, I found her integrity was indeed questionable. 
Later that day, XXXX told me she asked the team but no one knew about the checks. No one? She told me XXXX told her she called me? 
I find it odd, XXXX had no knowledge I ordered the checks, however, XXXX day before XXXX yells out, You picked them up! I think you picked them up! 
XXXX then said, " We don't get many orders sent here. We would safely store the order, call the member and keep it locked until picked up. Did you check your apartment? '' I told XXXX, what difference does it make how many people ask to pick up checks there. Moreover, I said, since you don't have many, it should be easy to locate them so please get them. I told XXXX this was ridiculous turning it around asking if I checked my apartment. She was rude and constantly wasted time asking me questions she knew the answers to because she could see my profile who ordered the checks and to where they were sent. 
I asked XXXX several times for Corporate telephone number. I asked XXXX since she was avoiding my questions I would call them. Still no response. I told XXXX I was requesting an investigation. I told her, no worries, the police have the complaint they can investigate fraud or obstructing a crime due to employees covering for each other. I told XXXX this is no coincidence XXXX issues regarding my accounts within months. 
On XX/XX/year>, I went into the branch and met with XXXX XXXX XXXX told me XXXX said she called me when the checks arrived. I responded, XXXX? No, XXXX called me. 
XXXXIVE MONTHS LATER, XXXX asked if I wanted to cancel the missing checks. YES I DO! I then said I wanted new checks. She as a XXXX should be protecting members info and go the extra mile to assist rather than the feedback I am getting with her RUDE remarks. I feel they're against me accusing me I picked them up and to check my apartment. I believe they are covering up something. 
Earlier today, I went into the branch and when I turned around the new XXXX XXXX XXXX and XXXX were staring at me-- they were in a meeting with the door closed. I felt they were talking about me because the XXXX were staring at me when I turned around at the counter to see where XXXX was because she had my checks in her desk which is NOT policy procedure. To date, XXXX never introduced herself to members and I find that unacceptable. 
On XX/XX/year>, XXXX sent me a message, ... your checks arrived let me know when you are coming in I have them in my locked desk. 
I was shocked - WHAT - - IN YOUR LOCKED DESK. 
She stored them in her desk - - that is NOT the policy she told me they follow. Practice what you preach. I called XXXX XXXX and those checks should not be placed in an employees desk. 
It's no wonder XXXX branch managers left within months and the position was vacate for 5 months - no college degree needed for any job there! 
In light of the above, I plan on withdrawing all my FourLeaf FCU accounts.

Thank you.

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