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Business Profile

Credit Union

DUCA Financial Services Credit Union Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:30/05/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,
    As per Promotion, I opened a Daylight checking account @ Duca credit union ( Guelph Branch) in November 2024. Five consecutive *** DIRECT DEPOSITS were made into account, as
    required per promo. A $450 bonus was to be credited to my account in First wk. of April.
    To this date $450 has'nt been credited ! Contacts with Duca support staff have been an exercise
    in futility.
    Your follow-up & prompt $450 credit is much appreciated !
    Best Regards,
    **** ******

  • Initial Complaint

    Date:17/10/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

    My concern revolves around DUCA's delay in resolving an issue related to a hard credit check that was conducted without my explicit consent. This hard credit check was misleadingly presented to me as a soft check, causing substantial distress and inconvenience. Despite numerous attempts on my part to seek clarification and resolution through phone calls and emails, DUCA has remained unresponsive.

    On July 27, I opened an account with DUCA based on the understanding that only a soft credit check would be performed. To my dismay, I later discovered that a hard credit check had been conducted, which I did not require or authorize. Furthermore, the promised response time of one business day was not met, and when I followed up on the status of my account, I was placed on hold and informed that my application had been denied due to my SIN number, with a referral to Equifax. Equifax had no record of the issue, and this inconsistency led to further frustration.

    In addition, the agents at DUCA with whom I interacted displayed a lack of professionalism. Their inability to provide clear information about the denial of my application compounded my dissatisfaction. Furthermore, it was only on July 31 that I was informed by the Director of Member Contact that the account could not be opened virtually, and that the SIN issue was related to misuse, information that should have been communicated clearly by DUCA's representatives from the outset.

    On a separate occasion, on August 12, a DUCA representative assured me that a branch in Erin Mills could accommodate an appointment to open an account and promised that the branch would reach out to me. However, no one from the branch contacted me, and upon visiting the branch in person, it became evident that they could not assist me.

    This resulted in a significant waste of over two hours, including travel time.

    I kindly request $400 in compensation for the considerable time, effort, and stress this situation has caused me.

    BBB NOTE: PLEASE BE ADVISED THE BBB DOES NOT PURSUE REQUESTS FOR PUNITIVE COMPENSATION.

DUCA Financial Services Credit Union Ltd is NOT a BBB Accredited Business.

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