University of Kentucky Federal Credit Union
reviews and complaints

UKFCU did not respond to my request for disaster relief assistance after I experienced loss of income as a result of a federally-declared disaster. On March 3, a EF3 tornado ripped through Nashville, Tennessee, where I live. Due to damages caused by the tornado, I suffered loss of income by not being able to work. As a result, I was unable to make my minimum payment on my credit card through UKFCU. I requested assistance, but my request was not acted upon. Instead, they continued collection activity and reported negative action on my credit reports. Additionally, UKFCU has offered to waive the minimum payment on April's payments due to COVID-19, which has also affected by income, but has similarly not acted on my request.

In April right in the middle of a worldwide pandemic I was taken to court and my wages were garnished and a lien placed on any property I owned. I received the notice of the court date 3 days after the actual date. I have never disputed owing them money, just the total amount due to them charging insurance on my car even though they were shown proof of it time and time again. Garnishments started 7/28 and I have paid their balance in full as of 3/9. During this time they have reported payments sporadically even though they were receiving payments every 2 weeks, and still have me owing of $2,451.00 as of 4/01. I requested a letter from my corporate office showing this is paid but have not received it in the mail yet.

Payment and scheduled payment errors. Errors made by customer service. Switching my car loan to UKFCU has been a nightmare since the new app and website overhauls. I scheduled a one time September payment and it failed for no reason. I was not notified until multiple days after it was due, by which time they nearly doubled the amount due. Then the inquiry agent solved the issue and resolved the fees, I was so relieved because I had legitimately paid them on time. He decided to schedule my payments and tell me via voicemail though. I cannot understand why but he set up scheduled payments for me without any permission, he also scheduled them for the 28th of each month which is 8 days late for each payment. On top of that, the 28th is today so another payment went through for the month of September causing my checking account to massively over draw.

I have attempted 6 times to obtain a Letter of Authorization to Register my vehicle in New York State, having moved in April. This has not been sent. I would like the letter of authorization to be sent to the NYS DMV at *** NY XXXXX immediately. It is possible that I may also need a title to be sent. I have a Memorandum Title from the state of Ohio, which may suffice. In my last call, the person who I spoke with said that magically there was no record of any of my previous attempts to obtain this authorization. (for two of them I have the email records). Additionally, this person was the first to ask for a letter which doesn't exist to be sent from the NYS DMV. This wouldn't be possible even if the letter did exist because COVID restrictions mean that I cannot go to or call my local DMV office. 3 times I have been promised a call back about this and 3 times I received no such call.

I refinanced my car in Apr. 2020. I was told by a representative that any payment I make that is over the normal payment amount, would be applied to principle. I submitted approximately $400.00 over my normal payments over the course of my loan by did not catch the error until Jan. 2021. When I called the first time, I was told that she could only adjust the Jan. 2021 payment since it crossed years. She could have easily made an adjustment to move the extra money from interest to principle since it was their error but chose not to. I called back 3 other times to try to get the payments corrected and even escalated it to a manager in Feb. 2021 however no one ever called me back! i was promised 3 times that a supervisor would call me to address my complaint, but no called back! In addition to them applying my overage to interest, they refused to release my title to my new loan company over a penny! Finally, the rep got the approval however my bank is still waiting on the title.

Back in April I took out a personal loan for $1000 I paid the loan on time , and even paid it off early UKFCU still put a late on my report. Back in April I took out a personal loan for $1000 I paid the loan on time , and even paid it off early UKFCU still put a late on my report. I talked to a representative, and she stated all the systems were being updated , and the system rejected my payment . I told her to take another payment immediately which she did but three weeks later I get mail from UKFCU saying I am late , and my payment was never made I again reached back out to figure out what was going on I got the same excuse the system changes was messing up payments I asked her to please take payment again and notate the account this is my third time making a payment . Once paid and verified with my bank it was actually paid this time I called back and the rep said she removed the late fee and I am good to go . Next I see my credit report is marked with a late payment that was no where near my fault , and I need this fixed as soon as possible .

Last year I was told to correct employee errors/bank errors I had to go through the ComplaintsBoard.com and/or credit bureau. This is my second attempt. 30 Days Late is reported against me three times which is incorrect. I have spoken to one of the managers and they said they cannot correct an issue like this that I had to go through Credit Bureau and ComplaintsBoard.com. This is my second attempt. I always come in or go through the drive through and get my payment amount owed. The person always put me on hold and came back and told me the amount needed to be paid. I was either told an incorrect amount or that a payment wasn't owed. Being in the financial industry myself, I would never let something turn 30 that would have a negative effect on my credit. Even when I called and spoke with a manager I was told they looked in the wrong place. Bottom line, this needs to be reversed and I don't understand why the credit union cannot correct their error and I am forced again to go through someone else. I like the CU and refer people there but this needs to be corrected because it is hurting my ability to refinance. Thanks in advance.

I have been dissatisfied with the Visa Credit Card I obtained from the U of K credit union for a considerable amount of time. I want it closed When I send in a payment to the credit card company two weeks before the due date, they do not complete processing the payment until after the due date and charge me a late fee. When I contact them and complain they take the late fee off, then repeat the same process the next month and it continues. I decided I did not want the card any further. I was told by the credit card company to contact the issuing entity which was The University of Kentucky Federal Credit Union. I contacted the Credit Union and was told to submit a letter with the card number and my information in writing and sign the letter. I complied, paid the credit card off - nothing was done. I called and was told to do it all again. This process started 01/04 and continues. I received a call on 01/15 from an account manager from the credit union, who graciously apologized and relayed it would be taken care of. Today I was told the credit union has no record of anything and I would have to start all over again. The account is paid off, I just want it closed.

Denied car loan after being a loyal member of the UKFCU for the last 10 + years, holding a stable job, consistently paying off all my bills and rent. I have been a devoted member of the UKFCU for over 10 years. I graduated with a bachelors degree from UK and have been a member even while living in different states and a different country. I financed and payed off a car over the last 10 years while maintaining my membership with the UKFCU. Today I went to apply for a small car loan as my previous car finally died and was denied. I was denied based on the fact that I hadn't had any recent car financing through the bank (Because I was still using the car I payed off years ago). The other reason I was denied was because my last job had only lasted 2 months (I was mistreated and left for a higher salary), where I am now happy and working full time. I have also graduated Grad School where I had been attending the Kent School of Social Work for 2 years. I am extremely disappointed and confused as to why a bank that I have stayed so loyal to and have worked with for over 10 years would deny me a much needed car loan when I have a steady income at a job where I need a car to provide therapy to at-risk adolescents. My bank obviously has no trust in my ability to make payments despite years of loyalty, so I will be taking my money elsewhere.

Reported Late Payment on Credit Report after Little to no Information was Provided on Where and How to Make Loan Payment. I recently entered into a auto loan agreement with the University of Kentucky Federal Credit Union thru a third party company called RateGenius. This process was solely handed by Rate Genius whom set up the accounts and at no point did anyone with University of Kentucky Federal Credit Union contact me about the new loan or provide any information. When I received a letter about my payment not being received, I called them because I made a payment with RateGenius which University of Kentucky Federal Credit Union had posted as a payment towards the principal balance which was not how it was explained to me. After being informed about the app I downloaded it but still was unable to make payments from the App. When I spoke to *** who is an asset recovery specialist with University of Kentucky Federal Credit Union. He informed me that I would need to make a payment over the phone then I would be able to make payments. Which again is not the case as you must go to the home page to make a one time payment or request to add an external account which takes days. After making the payments for both the prior month and the upcoming, I went online to attempt to add the my bank account so I would be able to set up auto payments. Which is still in a pending process as it takes days in order to just set up a payment method. While I understand I was late in making the payment, I believe the University of Kentucky Federal Credit Union lack in communication and prior clarification lead to an otherwise avoidable late payment. Prior to the transfer of this loan I had not had a single late payment on this SUV so it is very frustrating on the murkiness of their payment process and lack of communication. If a call was made prior to 36 days after the payment due date a payment would have been made. I requested a goodwill adjustment on 11/17 to have the late payment removed and was told they would not unless it was their fault. Given the lack of communication surrounding the loan and the misinformation provided I would think a one time courtesy waive of this reporting would be within their ability.

Overdraft of account due to bills from job loss of $166, they closed my account, reported me to CHEX SYSTEMS, never offered assistance, ugly letter I lost my job in June due to COVID19. I applied for PUA, but still have not received it. I cancelled all of my bills that were drafted from UKFCU; however, some still went through. I can't see my account but total WITH fees was $170, but without fees mounted to 4 or 5 payments. Fees are due to denial of payment. They contacted me; I responded with an email. However, we immediately fell sick with Mono (YES MONO) and I could not move from the bed for 3 weeks. My mother in law contracted COVID19 and almost didn't make it in Louisiana. I even managed to get another job but it doesn't start until August. I received an ugly email from one of their employees (***@ukfcu.org). Please see attached. The email stated they were closing my account and reporting me to chex. I have been a customer since 2010 for over TEN YEARS. While they have TERRIBLE practices and even horrible customer service I was keeping an account there until May . I sent proof to that email address of my mono, my mother in laws covid19, my new employment, my son was diagnosed via a genetics test of a very very rare disease. I sent the email to this lady and she NEVER responded back to me. I have deposited $200 into the checking account, but after trying to reach out with nothing and they way they have treated me. I want myself taken off of CHEX, and the $166 abolished as a debt with the $25 put BACK into my savings account. I never gave them authorization to pull $25 from my savings account. Which means that I owe less than $166. The way these people have continued to treat a customer of ten years who does not ever ask for support is disgusting. They are terrible. 2 years ago they rearranged my account transactions so they could charge me overage charges which is FEDERALLY ILLEGAL. It took months of fighting to get that money back. I have all the proof still. I do not want to be a customer anymore. I just want to be done. Please help. I was offered absolutely no pandemic assistance. Not only that but they didn't pay any of my bills. This is denial of ELECTRONIC charges from HULU. It's a ping back system. No man hours were lost and it was no cost to them to deny the charges.

Bank refuses to credit thousands of dollars of additional payments to Principal balance. UKFCU Bank refuses to credit thousands of dollars of additional payments to Principal balance. I have called and messaged them directly several times without resolution or clear guidance on next steps. To premise, prior to making these additional "PRINCIPAL ONLY" payments, the bill had already been paid for that date and next bill is not due for at least one month, and even up to three months. In each of the payments I note "PRINCIPAL ONLY PAYMENT". Lastly, I most times (not every time) call and message them to inform them the payment is coming, or has come and the payment is to be applied to the Principal balance. In addition, payments at this bank take up to 7 or so days to process and end up being credited on process date; effectively using their processing period to add interest accural to customers statements. I should not be penalized for their processing systems similarly to how the sending banks processing time is not their problem as it pertains to arrival date and on-time payment! EXAMPLE #1 Most recently: -The next due date for this account is March 18. -on 1/31, I made a huge payment notated as follows "PRINCIPAL ONLY PAYMENT PRINCIPAL ONLY PAYMENT" to the bank for credit to my account. -on 1/31 @ 11:31am, I sent a note directly through UKFCU online account portal stating "I just made a payment in the amount of $8K. Please make sure it is ONLY applied to the principal balance effective 2/1 @11:30am! Confirmation Note below: ..." -on 1/31 @ 4:54pm, someone responded, "The funds have not been processed to the loan yet, when this does process I will check to make sure this goes to the pricipal only." -on 2/2, the payment credited as follows, "CO: University Of KY A/Principal Amt: $7958.36, Interest Amt: $41.64" -today, 2/7 @6:31pm, i sent another message highlighting the problem once again EXAMPLE #2: There has been numerous instances of this. Here is more: -this loan is due monthly on the 18th -November payment made on-time & processed finally on 11/23 -11/23, Normal payment, Interest was charged -Additional PRINCIPPAL ONLY Payments made; pushing out future due date to March -11/30, additional principal only payment, Interest was not charged -11/30, 2nd additional principal only payment, Interest was charged -12/1, additional principal only payment, Interest was charged -12/1, additional principal only payment, Interest was not charged -12/1, 2nd additional principal only payment, Interest was not charged -12/1, 3rd additional principal only payment, Interest was not charged -12/23, additional principal only payment, Interest was charged -1/20, additional principal only payment, Interest was charged -2/2, additional principal only payment, Interest was charged -next payment still due 3/18

I was falsely uninformed and charged for GAP insurance for 2 years and after my accident was I informed that my vehicle was not covered by GAP. To Whom It May Concern: I refinanced my vehicle, (a 2012 Hyundai Elantra) with University of Kentucky Federal Credit Union in April and opted to purchase GAP insurance to cover in the case that my vehicle was damaged. On November 24 I was involved in an accident, and my vehicle was deemed a total loss. So, I was informed by University of Kentucky Federal Credit Union (UKFCU) that the GAP insurance would cover the remaining balance of roughly $2,300 after the insurance company sent their check. However, about four months later I received a notice in the mail stating that my balance was still due. So, I reached out to (UKFCU) so that I could get an explanation why the balance was not cleared, only to learn that they were waiting for a statement from the GAP insurance company, but again I was assured the balance would be paid in full. On April 4 I received a call from UKFCU stating that due to my car being a salvage title I would have to pay the remaining balance. While this news was frustrating, the most upsetting aspect of the whole situation is that for almost 2 years to date, I was faithfully making payments to UKFCU for my car and they never mentioned that they do not finance salvage title vehicles. I never hid or mislead UKFCU about the car history, and it was never raised as an issue until months after the accident occurred. So, after accepting roughly $2,800 in payments from me, including those for the GAP insurance that they told me I was protected by, UKFCU claims they are no longer responsible for covering the remaining balance from the car accident. I am not only disappointed that they reneged on their word after reassuring me that I was covered by GAP insurance when I agreed to it in 2019 and even again right after the car accident, but that they never admitted to being at fault for not realizing my vehicle was a salvage title and ultimately, that the insurance I had been paying them for to protect me in this very situation was not valid. I wonder how many other customers they knowingly or unknowingly are financing with a salvage title vehicle and receiving GAP insurance payments from. Even worse, I wonder how many other customers have paid this insurance and been told they are covered only to find out they must cover the bill when they are in their most vulnerable state, as if dealing with the aftermath of an accident is not stressful in and of itself. I do not know if UKFCU is doing business in bad faith, however I do know this is bad business, and I am writing this letter to the ComplaintsBoard.com in a request that UKFCU honor our agreement of April and cover the remaining balance, which is $1,777 and increasing by the day with interest. I kept my end of the agreement with my faithful payments. Hopefully, this will set a precedence that forces them to be more transparent with their business practices and more thorough in the review of vehicles that they finance so no other customer finds themselves in a similar situation.