Complaints

This profile includes complaints for OneAZ Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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OneAZ Credit Union has 20 locations, listed below.

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  OneAZ Credit Union

  2355 W Pinnacle Peak Rd Phoenix, AZ 85027-1280

  
• 

  OneAZ Credit Union

  1812 W Monroe St Phoenix, AZ 85007-2616

  
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  OneAZ Credit Union

  4701 W Thunderbird Rd Glendale, AZ 85306-4900

  
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  OneAZ Credit Union

  8285 W Union Hills Dr Ste 106 Glendale, AZ 85308-0511

  
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  OneAZ Credit Union

  1021 N Highway 89 Ste 106 Chino Valley, AZ 86323-6558

  

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.

• Initial Complaint

  Date:01/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I really dislike having to submit this complaint, but none of my questions have been answered.On Dec. 1 of 2023, I went to the *************************** location for an auto refi as new member. Everything went fine; the banker even set up the auto pay for me, using my external *** account. I had nothing to worry about Once I registered for online banking, I called into *********** on Jan 12 as the online banking did not show the *** autopay. The rep assured me the account was there and set up for auto draft On Jan 25, the online banking showed the payment posted On Jan 29, the online banking showed the payment reversed. I noticed this on Jan 30 when I called back into ***********. The rep I spoke with advised he did not see a *** account set up at all and he advised I need to reach back out to *** to re-set up the bill pay. This did not make sense for me to reach out to *** since I provided the OneAZ banker my routing number and account number from *** directly the day the auto refi paperwork was signed. The rep on the phone escalated the matter to his supervisor because I had unanswered questions: 1) How can the current rep I am speaking to not be able to see the *** account the banker set up 2)Why was the previous rep I spoke to able to see my pnc acct? ***** did the banker set up my auto pay that no one, not even myself could see, but the Jan 12th person could see on my account? The rep's supervisor called me back with different options on how to set up the autopay via voicemail. It was disappointing to hear none of my questions answered in the voicemail. When I called the supervisor back, and re-asked these questions, they were unable to answer them. Had the original banker input the incorrect bank account numbers, why did it take so long to kick back when adding bank accounts takes 2-3 business days to verify. Its been more than 3 bus. days from Dec 1 to Jan 30, from when *** was added.New member just wants answers instead of feeling like it was my fault

  

  Business Response

  Date: 02/01/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:01/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On August 5th I found a fraudulent charge on my credit card of $75.72. OneAZ credit union immediately replaced my current credit card and informed me that the fraudulent charge will be investigated. I followed up a few weeks later and was informed the credit Union is backlogged with investigations for up to 120 days to resolve the problem. I was told to not pay for the fraudulent charge that wasnt removed from my balance on the credit card. Since then, Ive been charged interest on the fraud charge and the credit union closed the case without notifying me of any result. Im now faced with paying for a fraudulent charge to avoid my credit score being effected. Approaching 6 months after this issue has yet to be resolved, OneAZ credit Union informed me the case has been expedited but that was 3 weeks ago and nobody will answer my questions and I keep being averted.

  

  Business Response

  Date: 01/30/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I opened a claim for a cancelled recurring transaction I was charged for on my One AZ debit card over a month ago. I sent in all documentation (confirmation from the merchant the transaction was cancelled and wouldnt be charged) immediately, and OneAZ representatives and supervisors confirmed this was everything needed and it should be an easy win. I spent the next several weeks calling in every other day to get a status update and ensure nothing additional was needed from me. I was never asked for any more information or given any updates. When I most recently spoke with representative *******, I was informed I actually won the claim and I was just waiting for the official paperwork. A few days later (today) I called in and was told my claim was denied with no reason given and I could possibly reopen, but the temporary credit will be reversed. OneAZ had no reason for denying this claim, especially when I have been very diligent on following up and helpful in providing information. This was a very significant amount of money that made me late on rent/bills which will now be reversed and cause financial strain. This dispute needs to be reopened and resolved in my favor with actual help from my bank and an open line of communication for additional info.

  

  Business Response

  Date: 01/24/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:01/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I inquired about a checking account with this *********************************************. I was advised they only use a soft pull for credit inquiries. Once approved, I was told I had been approved for their credit card with a 10k limit of which I declined or ever authorized or requested. Now I have a hard pull showing on my credit reports. The only thing I ever inquired or authorized was for a standard free checking account. Im not sure if this is a situation where the employee handling the account had a bonus incentive to push a credit card but I would like this removed ASAP. I have never been deceived by a credit union or banking establishment.

  

  Business Response

  Date: 01/16/2024

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  There was fraud on my account 11/25. I called that day. Was told to call back Monday 11/27. I called 11/27 and spent more than 2 hours being bounced from one dept to another. I was finally told the fraud case was opened. However it was never opened. On 12/4 I was able to speak to someone who finally did open a fraud case. Today is 12/11 and I have not gotten my money back or been helped when I have called to get an update. I've spent over 5 hours on the phone dealing with this and gotten nowhere. Multiple managers have put me on hold without warning, one disconnected the call. I have tried to be patient and polite but this is absolutely absurd. I just want my money back. It seems like every employee is completely incompetent.

  

  Business Response

  Date: 12/13/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer Answer

  Date: 12/13/2023

  I did get a provisional credit however I am extremely unhappy with how the situation was handled and feel that there is still a lot left to be improved upon by the bank. 

  

  Business Response

  Date: 12/18/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:11/22/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I closed a bank account on November 13. Today is November 22 and due to a family member sending me money to that account through ***** and the transaction not being rejected like it should have been, I found out that this account was never really closed. I spoke to someone on the phone about it who said "a supervisor" will get back to me within some number of business days. Maybe that will actually happen, but I don't have confidence in them (hence closing in the first place) so filing here in hope that I will actually end up getting that Zelle money refunded to my family as it should be.The attached screenshots are all I have, due to the fact that my access to my account online was immediately deactivated after the account had allegedly been closed. But internal messages in the account would confirm additional information.

  

  Business Response

  Date: 11/27/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

  Customer Answer

  Date: 11/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****************************************
  
   
  

• Initial Complaint

  Date:10/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I switched auto insurance companies in April 2023. One AZ CU requested verification of insurance in May 2023. I sent verification of insurance on May 4th, 2023 (email thread attached). I received another letter from One AZ requesting insurance verification again at the end of May. I called and explained insurance verification was already sent in April, but a representative by the name of ******************* asked me to send it again. I resent my auto insurance declaration page to ******************* on June 14th 2023, and called him to confirm receipt. On Monday Oct. 16th I requested the "Skip A Pay" option that One AZ offers due to an extreme financial hardship and was told I would need to provide proof of insurance prior to approval because my loan has force placed insurance of which I've been billed $50/ month since April 2023 due to lack of insurance verification. I forwarded the insurance verification that had been sent twice before to a representative by the name of *******************************. ********* advised she now needs to speak to someone at my insurance company to verify. My insurance companies business hours 6:30am - 3:30pm PST. Why has no one from One AZ CU made an attempt to call and verify proof of insurance over the last 6 months? I am in dire need of help, and One AZ CU's business practice appear to be unethical, discriminatory, and careless.

  

  Business Response

  Date: 10/19/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Applied for their credit card on 4/28 that advertised 0% introductory rate on purchases made during the first 90 days. The acceptance letter was mailed to me on 5/1, and I didn't receive the card until about a week after that, at which point I activated the card and assumed I had 90 days to make purchases from that date. My first purchase was made on 5/9.To my surprise, when I received my second or third bill, I was charged interest on my purchases. When I called ***************** I was told two things that didn't make sense to me: 1) the 90 days started when I applied for the card (even though I didn't even have the card yet); and 2) they count the purchase date as the date the charge posts to the account, and not the date the purchase was made.These rules caused over $10,000 in purchases that I assumed would be interest-free for ******************************************************* particular was for $7,705.10 made on 7/27 and posting to the account on 7/28. One AZ claims that my 90 days was up on 7/27, which made this large purchase fall outside of 90 days as they define it. However, when I log into my account this transaction shows up as taking place on 7/27, and even has two dates listed - "effective date" 7/27 and "posting date" 7/28. Why list it as the effective date if they're not going to honor that? **************** mailed me the ********************** card terms after I first spoke with them, which they claimed would clarify that posting date is what really matters, but I was not able to find any mention of this in the terms.This feels like a "bait and switch" situation where certain terms were advertised but then not honored once I made the purchases. It's not fair to the consumer to claim they have 90 days to make purchases for a promotion but starting the clock before they even have the card. And then tightening the time period even further by using post date instead of purchase date, with a processing process that is out of the consumer's control.

  

  Business Response

  Date: 10/18/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:09/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Promotion promised $5 for each monthly bill transferred to the card, up to $20 total; 4 bills transferred = $20 statement credit. I did my part in switching the billing of 4 accounts to the card, with those 4 bills posting to the account for the last 2 months and have only been credited $10 to date. When I call the bank, they say I need to speak to card services. When I call card services, they say I need to speak with member services, which is the same number I called to speak with the bank. I fulfilled my part of the promotion and I'm not getting the full amount that is due to me. I've attempted to discuss this issue multiple times and nothing has been resolved, leaving me to file complaints.

  

  Business Response

  Date: 09/11/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The gist of the problem is that the east side is under staffed. The staff they do have is tired and rude. The manager of the location could've helped but he didn't seem to care how long the line was. I waited a almost 20 minutes in the dribe thru to find out they had a policy I wasn't aware of. Then I had to go inside and wait thru another line. They knew customer service was a problem and no one seemed.to care. It was a simple cash withdrawal and I waited inside longer than in the drive thru. I was only the 4th person in line. By the time I left the line had grown to 16 people and one of the tellers took on a task he wasn't sure how to do. He had spent 10 minutes with his customer and it seemed like it would be alot longer. The customer should've been told I'm sorry you don't want to wait for a financial advisor but that is the policy and what you need to do. This was the same teller who told me about the policy that led to me spending all kinds of extra time I didn't have. I was told they were short staffed but hiring and i was essentially stupid for expecting any kind of expediency on a Friday. People don't care about customer service and this company has an A+ rating and they definitely don't care. . All I needed was a $2000 withdrawal. I had the money and it was available. I couldn't use their app because of limits. They have made it impossible to avoid going inside by limits & other policies then they expect you to wait a very long time and not get frustrated. If you do they feel like you DON'T have a right to say a word about it. I didn't use foul language or yell but the girl still said I had no right to say that to her. My bad experience was a month ago but my husband had a similar experience last Friday. He waited 30 minutes in line to deposit his paycheck but didn't complain because he knew they wouldn't do anything. I posted a review and yelp and contacted the main office. There was no hint that they followed thru on the complaint.

  

  Business Response

  Date: 09/11/2023

  OneAZ has responded to our member's complaint. To protect our member's privacy, we will keep the resolution details between OneAZ and our member. Our member may use their discretion in sharing our resolution with the BBB.