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

  
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  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:08/15/2023

  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.

  In June 2023, I went into the AZOne Credit Union. I had in my possession my son's (***************************************, who is incarcerated) two tax refund checks (one federal and one state) and a ***** of ************ months later and at least a half dozen in person visits, I left the credit union today with an account in my name with $5.00 in it, my son's account closed, the check for the balance was sent to my son's dad,(*******************************) and myself in tears.I have no idea when this account was closed. Now my son's dad has a check with ******************************************* name on it. All of this was unnecessary. This credit union did not help me with my problem that I initially went in to them for help. I have the ***** of ******** for ***************************************. This has been a very stressful situation. I have been stressed enough as is. All I am trying to do is get the money out of the account, close it, so my son can have some money to be sent to him in prison. I do not have any communication with *******************************. This is how all of this started. He was supposed to handle this, but did not. I would like my son's money to put in another account for his use.

  

  Business Response

  Date: 08/21/2023

  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: 08/21/2023

  my complaint has been discounted on all accounts.  This is not acceptable to  me.  I would like someone to look into their practice of dealing with such a situation in case it ever comes to their business again.  Their legal department closed the account of  my son and sent a check for the balance to someone who  has  no legal right to deal with such business.  This is not acceptable.  This mess needs to be looked at from the very beginning when I went to the Credit Union in person to try to deposit of cash the refund checks for my son with the ***** of *************** I should have been informed of a possible refusal to accept the ***** of ******** before the checks were accepted for deposit.  I was not.  If the Credit had not taken the checks for deposit, I would  not be in this situation that they have created.  I would still have the two checks in my son's name in my possession and would be able to take them elsewhere to cash or deposit.  I cannot do any of this.  I did not create this mess.  I should not have to clean it up.  I also would not have an account there with $5.00 that I want to close.  This has been a very stressful situation for me, when I am already under enough stress.  This credit union did not help me one bit.  In fact, it did just the opposite.  I want this resolved.

  

  Business Response

  Date: 08/22/2023

  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:02/22/2023

  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.

  OneAz sat on my direct deposit funds while they thought it would be nice to charge me an overdraft fee for not having funds. Ridiculous. I contacted member services about it only to get someone completely combative about the whole thing. She claimed they weren't going to do anything about it unless it was their fault. I said it is OneAz's fault. They sit on your funds and then have the nerve to sit there and say you have insufficient funds. She went on to incriminate herself and OneAz even more by saying well your direct deposit wasn't issued until after 2pm. I said nope, the email I have right in front of me states it was sent at 1:09pm. Her response, well it takes more time than that to process. And? That's not my problem. You can't sit on a person's money while you claim they have none so that you can line your pockets decitfully. Then she says well your direct deposit funds will be available at 6am the next day. It's midnight here and my funds are available so it's very clear that OneAz does things whenever they want to all the while pointing their finger at others claiming they don't have funds when they certainly do. It's a total scam, charging people for overdraft fees when they're literally sitting on your money so they can collect fees then process your direct deposit, how convenient for you OneAz. REVERSE MY OVERDRAFT FEE BEFORE I TAKE THIS MATTER EVEN FURTHER LEGALLY.

  

  Business Response

  Date: 02/27/2023

  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.

• Initial Complaint

  Date:12/28/2022

  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.

  OneAZ completely refusing my request to close an account through online secured message. There are no funds in the account and rep blatantly refuses to escalate request. I dont know if they are forcing me to keep the account open to charge fees, but I've closed several bank accounts like this in the past.Attached screenshots

  

  Business Response

  Date: 01/03/2023

  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:12/28/2022

  Type:Product 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.

  A one az customer is drawing fraudulent checks on my account. One az has refused to respond.

  

  Business Response

  Date: 01/03/2023

  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: 01/03/2023

  
  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:12/05/2022

  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 closed my account in Oct. I had $220 left. I was supposed to get the balance in the mail as a check. I never got it. I called and they said my account was suspected in fraud. They said they wont give me my money back. I said am I under investigation? Whats going on and why? They said no its just suspicion. But no open investigation. I asked for my balance and was told there was none because i had no account. I said of course, I closed it. In September. Its December. ***** transferred me and the phone hung up and when i called back my account couldnt be found

  

  Business Response

  Date: 12/12/2022

  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:11/14/2022

  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.

  My first complaint is even though I never allow overdraft fees the bank adds them anyway and each time it comes up they say"ok, I've gone ahead and taken care of that for you, you won't be receiving anymore overdraft fees." Some odd months will go by and there it is again, wasting my time. My second complaint is, for about a year now OneAz is constantly not allowing me to use my own card by placing something in their system that flags it to where it makes them think that fraud has taken place. This is not just once and awhile, I'm mean I'm talking up to two or three times a week and the purchases are taking place at locations I'm at nearly everyday and only a mile from my house. I gladly would answer their questions and thought it would at some point stop until one day when I was at a ******* located about 8 miles from my house I swiped my card to make a purchase of just two items and it denied me for $40. As usual I had money in my account but no notification, call or email from OneAz so I didn't think it was them at first and thought it was the payment processing machine only to find out 15 minutes later it was indeed again OneAz. I called them to ask them about it just to get the same old line "can you verify blah blah blah... this process took another 20 minutes of my time. I had, had it. They caused me to miss my son's speech therapy. I let OneAz have it. I mean I wasn't swearing but that person knew I had, had enough. This leads us into my third complaint, ever since that day, I now get multiple email notices everyday that my card was rejected by issuer (OneAz), not allowing me to make purchases that day only for it to work the very next day. Not knowing what was going on, I called to find out by an after hours supervisor of OneAz that OneAz had placed a spending limit on my debit card of $400 a day with a number of 9 swipes I'm allowed a day, without any warning. EXCUSE ME??!! THIS IS MY MONEY ONEAZ, NOT YOURS!!!! YOU HAVE CROSSED THE LINE!!!!!

  

  Business Response

  Date: 11/14/2022

  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: 11/15/2022

  I haven't spoken with OneAz as they have not contacted me. OneAz has not resolved this matter.

  

  Business Response

  Date: 11/18/2022

  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:11/05/2022

  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.

  I reached out to 1AZCU back on May 4th and was pre approved for a loan. They ran my credit score and let me know the amount and rate. I also asked about purchasing two cars and was told they wouldnt need to run my credit score again if I purchased the vehicle with in 60 days. So my banker created two pre approval letters. So two weeks later I purchased a vehicle but they ran my credit score again. I talked with one of there personal bankers and he told me he was emailing his team that handles those issues to fix it, this was in June. Nothing happened so I emailed him again on July 29th and he said he would check into again. Its now about 5 months since I originally brought up the issue but the hard inquiry still hasnt been removed from my credit report.

  

  Business Response

  Date: 11/08/2022

  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:10/24/2022

  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.

  OneAZ Credit Union does not support the military or veterans. I ordered a vehicle from *********************************** while stationed in *******. The vehicle had a 6 month delivery ************* paid a $500 deposit to them to get the vehicle built through the **** factory. Once I was told my vehicle was delivered to a local dealership in the **, I searched for funding. OneAZ Credit Union had the best interest rates so I applied & was automatically approved for a loan. The problem is that OneAZ Credit Union would not accept the *********************************** purchase ************* was given many excuses why they wouldnt fund the vehicle, with the last excuse being that the vehicle purchase document didnt list the sales tax/registration cost. I emphasized that I was paying all the ******************** costs with CASH & only needed their financing on the ************** still refused. The *********************************** documents showed the exact amount of the vehicle that I was purchasing & even said on the document that I would be responsible for paying the sales tax/registration costs. Its absolutely disgusting that a company doesnt support our soldiers and ************ would highly recommend that nobody uses this bank until they make some changes.

  

  Business Response

  Date: 11/08/2022

  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:10/11/2022

  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.

  I am reaching out because I had told the One AZ Credit Union to not allow overdraft to go through multiple times. It was still allowed and I got over drafted multiples times not all the overdraft were given back and that is what I am needing in return. I got impacted by COVID and the little money that I do have is being paid in overdrafts I can't afford that. I am still needing 4 over drafts to be given back.

  

  Business Response

  Date: 10/13/2022

  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:09/01/2022

  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.

  I'm a 25 year member of this credit union and it has been a very frustrating to wait in line for 20minutes or more every time I go into the highway 89 ********* branch. It would not be so bad if it weren't for the fact that I see people just sitting around instead of doing something to reduce the wait time for the customers in line. Instead we have to wait for the drive thru customers to be served first. I understand that you have been experiencing staffing issues, but to have a manager just sit at her desk and not offer help to an already long line of members is no way to do business. I would like to see more tellers,and all personal to stop what they are not doing and help process members in a more timely manner. I have complained to the manager in the past but nothing has been done to make this stop. It would be a good reason to close My account and invest in an institution that cares about the members and the time they spend in line. Please do something to make me feel that I have not been ignored.

  

  Business Response

  Date: 09/02/2022

  Tell us why here...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.