Complaints

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

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  Arrowhead Credit Union

  Rch Cucamonga, CA 91730-9110

• 

  Arrowhead Credit Union

  PO Box 4100 Department 95 Rch Cucamonga, CA 91729-4100

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:04/18/2023

  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.

  I have been an Arrowhead member since 2011. In 2017 I was scammed out of a couple thousand dollars after just getting out of the hospital I'm on a fixed income. Arrowhead helped me keep my checking account and kindly made arrangements where I could pay a very small amount back monthly to a charged off savings account they created for the balance of the scam that occurred. I paid until 2019 and received a letter from MRN that the DOJ filed a suit and that the money was going to be paid back
  I called Arrowhead and told them I didn't know how long that process would take but I read the letter to them and they agreed it was legitimate and we would wait for MRN. I did tell them I didn't know how long it would take. Then Covid hit and I didn't hear back from MRN until late 2022 which looked like the money wasn't going to come so I thought I better start paying again but a check arrived. Not the full amount but a large amount and I called Arrowhead overjoyed immediately. I was so happy and asked how to deposit since it's a special savings. I called again today as I'm home bound asking where I could send the check to deposit and I was asked would I like to make payments? I was confused. I said I'm trying to make a deposit. There was confusion about a mobile ap and I said I don't want to use a mobile ap that's how the scam happened and the lady kept going back and forth talking to the back office and finally said if you don't make payments they are going to close your checking account! I said they told me NOT to make payments we were waiting on MRN. Finally I found out they closed my checking account while I was trying to make a deposit. I was so confused and was transferred to different people. They took my remaining social security money closing my checking account. They left me without money but were kind when I told them you left me with out any money. I kept in touch with them and I have the check. I shouldn't lose my membership over this.

  Business Response

  Date: 04/28/2023

  We understand you were able to speak
  with our AVP Collections regarding your account.
  
  If there is anything more we can do for
  you, please call us at ###-###-#### and ask to speak with him.
  
  Arrowhead Credit Union

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not yet completely resolved meaning  . The matter itself is not completely resolved yet   as VP of Collections  and I are just beginning to be able to speak and may require the VP that I was originally told by Arrowhead Credit Union would be calling me but did not.  However,  VP of Collections responded immediately in contacting me and is working with me to help come to a resolution and did in fact keep my membership open..  I am grateful and am satisfied. And very happy that Arrowhead Credit Union VP manager responded so kindly and so quickly.  Thank you so much to both BBB and the VP of Arrowhead Credit Union Collections Department!  .    

• Initial Complaint

  Date:02/20/2023

  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.

  Having my debit card frozen over a 3 day holiday weekend with no help. Was denied a purchase and several atm withdrawals due to fraudulent activity. Was told there was no fraud and that due to the holiday no one can assist. Left without access to money without notice, without reason or legit fraud. How is it legal to deny someone access to their own money for no reason and no one to talk to for several days. Unacceptable for a financial institution! I cannot buy parts for my job and will lose a 1500$ job because I cannot purchase parts. I want compensation for lost wages.

  Business Response

  Date: 03/06/2023

  We
  appreciate you taking the time to share your recent experience.
  
  Our
  VP Operations reached out and spoke with you regarding the debit card activity
  on your account. If there is anything more we can do for you, please call us at
  ###-###-#### and ask to speak with her.
  
  Arrowhead
  Credit Union

• Initial Complaint

  Date:12/04/2022

  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.

  On October 27, 2020 my vehicle (Nissan Versa 2012) was repossessed. I had written to the Attorney General of California (attached) because I was misled to pay another account instead of paying my car loan. Once Arrowhead's office received my complaint through the ATTY General, ****** reached out to me and told me that I can redeem the vehicle and he will waive all the fees associated with the repossession, but I had to fill-out forms to prove that I can afford the vehicle.
  
  Fast-forward to October 17, 2022, I received a voicemail (screenshot attached) from ****** to call him back. I called him and he told me that there were some funds from the sale proceeds that should have been sent to me. He said that I will receive a check within the next week or so.
  
  My last follow-up was on November 28, 2022 (screenshot attached) where I already questioned what's taking so long to refund something that I should have received 2 years ago. ****** said, that they are waiting on the funds from the auction. This is absolutely illogical, Arrowhead should have received the proceeds from the sale when the car loan was closed.
  
  Please expedite the processing of my refund and honor what ****** said that the fees will be waived.
  
  You can contact me at 760-498-6058
  
  -***** ****** ******** ******
  ***** ***** Ave. ******ville, CA *****

  Business Response

  Date: 12/08/2022

  Our AVP Collections spoke with you regarding this matter to clarify
  the outcome of your auto loan. Please call ###-###-#### and ask to speak with
  him if you need additional assistance.
  
  Arrowhead Credit Union

• Initial Complaint

  Date:10/05/2022

  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.

  I began receiving text messages from someone posing as Arrowhead CU and reported them to the FTC as fraud. However, unlike most spam texts, I began receiving multiple texts over several days from the same number, which is unusual. I attempted over two days to contact the business' fraud department to check if an account had been opened with my ID and to report the fraud. I was unable to reach someone in the fraud department and was only able to talk to a customer service rep who asked for my social security number, which I refused as I was already concerned about my info and I am not their customer. I asked them to see if the phone number I was calling from was in their system to determine if the texts were actually from them. They declined looking up my number or trying to look me up in their system with any info other than my full social. I then asked to speak to the fraud department and they declined. I asked them to at least report it to the fraud department. I have been receiving many more texts from this ArrowheadCU and when I search for fraud reports online, I see no results. I would like to see them 1. Address fraud complaints without collecting more sensitive info,2. Add to website a fraud reporting feature and contact form, and address reports, 3. Have scams and fraud reported to them listed on website so people searching text wording can find it to determine if a text they got is a scam. This seems like such a no-brainer, yet banks and CUs do nothing to protect consumers.

  Business Response

  Date: 10/07/2022

  We appreciate
  you taking the time to share your recent experience, and we understand your
  concern about the fraudulent texts you’ve been receiving. Our team is actively
  monitoring and responding to the increased scams that are currently targeting
  banks and credit unions across the nation. All claims we receive deserve the
  upmost attention. Our team of fraud specialist work with the appropriate
  authorities to investigate these financial crimes.
  

  Thank you for
  working with our VP of Operations, who contacted you by phone, to share with us
  the fraudulent texts you received. She was able to address your experience with
  our staff and website, and answer additional questions you had. If there is
  anything more we can do for you, please call us at ###-###-#### and ask to
  speak with her.
  

  Arrowhead Credit
  Union 

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 181***84, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/21/2022

  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.

  The credit union froze my account and I can't do anything with my money. I want my account unfrozen so I can do what I want with my own money.

  Business Response

  Date: 07/29/2022

  We confirmed
  you spoke with our SVP/Risk on July 25, 2022 who advised you how to proceed
  with accessing the funds in your account. Please call us at ###-###-#### if
  you need further assistance.