Tucson Old Pueblo Credit Union

I am SOOOO over the top disappointed in Tucson Old Pueblo Credit Union. I have had two auto loans with TOPCU within the last 6 years. I have never once been late, I never had a return payment and I have had zero issues with my account. My accounts were always setup on auto pay for my car loans. Since moving to California I needed to open up a new bank account because my personal bank, which is BMO Harris is only in AZ, so for convenience I needed a local bank out here in CA. So I chose Wells Fargo. When I transferred my money from BMO to Wells Fargo I forgot to cancel my auto pay with TOPCU. So TOPCU debited my BMO Harris account and for the first time there was no money in there. When I realized this I actually called TOPCU before they even were notified about it. I also called BMO and told them I forgot to cancel my auto pay, so BMO returned the debit and I was charged a return fee and a late fee from TOPCU. Then when I had TOPCU take out of Wells Fargo the money was in my savings, and didn’t get withdrawn from my checking because it wasn’t setup to pull overdraft from my savings (I wish I was making this up). So I thought it would just be easier to have them take out of BMO Harris. Well when they tried to take out of BMO Harris (and I had put the money back in there) BMO returned it because just a few days prior I had told them I was cancelling my auto pay. So BMO thought TOPCU was trying to debit my account again by mistake. I have a close relationship with BMO Harris so when the banker at BMO saw it come across he returned it thinking he was doing me a favor. Okay so that’s the back story. My issue NOW with TOPCU is that I have been a loyal and good customer for the last 6 years. Never once been late or delinquent. Not once. They wouldn’t wave ONE single late fee or return fee. Not ONE. Wells Fargo and BMO did it in a heart beat! No questions asked. TOPCU is a mom and pop credit union in Tucson, AZ. I was in communication with Fernanda at TOPCU the ENTIRE time during this mess, I wasn’t neglecting my accounts or ignoring TOPCU, I was in touch with them every step of the way letting them know what was going on. So today weeks later I call because I notice my payment is higher and it’s due to the late/​return fees. Fernanda said she couldn’t wave them. I asked to speak with the manager. After holding for several minutes I get transferred to a gentleman named Ben. Ben doesn’t introduce himself he just answers the phone as ‘this is Ben.’ I ask ‘Ben, who?’ he says his last name. I then ask ‘are you the manager?’ He says ‘yes, I am the manager, how can I help you?’ Well since I was on hold for a good several minutes I assumed Fernanda had filled him in, so I ask Ben if I needed to repeat my story or if Fernanda relayed the message. He said, Fernanda relayed the message. Within 2 minutes of me talking to Ben, he said he couldn’t waive the fees because they didn’t result from a ‘credit union error.’ I never said they did, I understand they were my error but seeing as I had never once been late in 6 years or had a delinquency is it possible to make an exception. Ben immediately said ‘no.’ I then asked him one more time if there was anything he could do and he firmly said no. I then stated that I was going to contact the CEO, write a review on Facebook and on Unilocal and soon refinance my auto loan with another bank because I am extremely disappointed in the lack of customer service. Ben not once offered to look into it or go above and beyond and see if there was any way of making an exception for a loyal customer. Wells Fargo and Chase Bank, two HUGE corporations who base their waving fees off of algorithms can wave my fees, yet a mom and pop credit union can’t? I find that hard to believe and disheartening. Ben stood firm in his decision and was in no way trying to satisfy this extremely disappointed customer. I am writing this ridiculously long letter because I am just so disappointed in how I was handled today. SO beyond upset that loyalty and accounts in good standing mean nothing. I don’t think I was asking to cheat the system. I am asking as a loyal customer who had a really really rare situation of unfortunate events happen. I won’t be referring this credit union to ANYONE else (like I absolutely had in the past) and I will copy and paste this onto Unilocal as well. My experience with today’s manager was disappointing to say the least. If a major Bank like JP Morgan Chase who played a major role in screwing our economy can wave a returned fee, I am not sure what the reason TOPCU can’t do the same. #disappointed #nolongeraloyalcustomer #outstandingcustomerservicewillruleagainoneday