Complaints

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

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  Ent Credit Union

  11550 Ent Pkwy Colorado Springs, CO 80921-4274

  
• 

  Ent Credit Union

  2336 N Wahsatch Ave Colorado Springs, CO 80907-6941

  
• 

  Ent Credit Union

  300 W 5th St Pueblo, CO 81003-3158

  
• 

  Ent Credit Union

  6965 Mesa Ridge Pkwy STE 110 Fountain, CO 80817-1587

  
• 

  Ent Credit Union

  4545 Galley Rd Colorado Springs, CO 80915-2730

  

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:06/27/2025

  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.

  My issue is with the new Ent credit card and the rewards program. The transition from the prior credit card to this new card was supposed to be seamless, but it has been nothing but frustration. I have reached out to Ent as well as three different phone numbers associated with the credit card and no one is able to resolve my issue or even discuss it with me. My issue can be summarized as a discrepancy in the reward points. My Ent statement for May 2025 shows 490 points the points I calculate should have been 3160 points (1640 points carryover from the previous credit card, 5% for streaming services (524 points), and 4% for utility payments (887 points). The 490 points represents only 1.5% for my charges, not the 5% for streaming or 4% for utilities; in addition, the carryover points from my previous credit card dont show. These streaming and utility charges were never an issue with the previous credit card, so I know they should have been coded properly. On 6/4/25 I received the following response from Ent, Thank you for bringing this to our attention. We certainly apologize for any inconvenience related to this issue. I have forwarded your inquiry to our Credit Card Operations team for further review. They will reach out to you as soon as more details come available". It is now 3+ weeks later and I have received no correspondence nor any update/resolution to my ******** husband and I have been members of Ent for over 12 years and we have never been treated this poorly.

  

  Business Response

  Date: 07/03/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Ms. ******* complaint. An Ent Credit Card Manager resolved the issue and reached out to our member.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23529422
  
  I am rejecting this response because: 

  I am waiting for the rewards points to be updated to the agreed upon amount and to verify that the issue has been resolved going forward.  This should happen when my next statement is available around July 24th.  At that time, if the issues are resolved, then I will accept Ent's response.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/19/2025

  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 paid for an exotic car driving experience on ************** for my husbands birthday that was scheduled to be on ************. On May 26, 2025, I received an email from the business stating my booking was cancelled. I reached out to the business with no response. Come to find out, the place went out of business but did not refund my $730.18. I filed a dispute with Ent on May 27, 2025. I have called Ent multiple times, giving them all the information they need to investigate the dispute. It is now June 19, and I still dont have a provisional credit to my account while they conduct their investigation. I want the money provisionally credited to my account.

  

  Business Response

  Date: 06/24/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review Ms. Hedding’s complaint. An Ent Card Services representative contacted our member and resolved the complaint. We appreciate Ms. Hedding’s membership and look forward to assisting with her future financial needs. 

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23494873, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Natasha Hedding

• Initial Complaint

  Date:06/16/2025

  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.

  It is stunning that this company is still in business!! One can never make a payment to an auto loan successfully through their so called "new and improved " mobile app. It is absolutely outrageous! No matter how many times I try, and no matter how many days in a row, no matter how many times I have uinstalled and re-installed the apo, no matter how many times I havd restarted my device...the payment feature does NOT work! I'm so.sick of it! No one at their company knows how to help with their failed technology! I have to constantly look for another way to make a payment. The company has ZERO resolution, but yet wants to charge me $5 if they take a payment over the phone. Get your **** together ENT! If I did not have an auto loan with this stupid company, I would never do any banking with them. They are so incompetent.

  

  Business Response

  Date: 06/23/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Ms. Dixon’s complaint. An Ent Digital Support Manager called to troubleshoot the issue with Ms. Dixon. Unfortunately, Ms. Dixon became frustrated with the process before the issue could be resolved. If Ms. Dixon would like additional assistance, she may contact the Digital Support Department at (719)574-1100 option 5. Ent values member feedback and looks forward to assisting Ms. Dixon with her future financial needs.

  Customer Answer

  Date: 07/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23476825, and although the issue was not resolved at the time of the phone call, I do not have the wherewithal to persue it further. I'm dealing with sudden vision loss, and have to have surgery. And as a senior citizen, and in a single household, I just cannot have one more thing to deal with. So I'm letting this matter go, and the ENT Company's response is fine to me.

  
  Sincerely,
  
  
  
  Debbie Dixon

• Initial Complaint

  Date:06/02/2025

  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.

  Subject: Repossession over $0.52 despite five years of on-time payments Details:I am filing a formal complaint against ENT Credit Union for repossessing my wifes vehicle over a balance of 52 cents after five years of consistent, on-time payments totaling over $50,000.We were approaching the final year of repayment with approximately $15,000 in equity in the vehicle. Without warning or courtesy contact, ENT repossessed the car, locking us out of our online account so we couldnt even review or resolve the ***********, ENT is requiring us to refinance the loan (if approved) and cover all associated towing and repossession fees they initiated despite this being caused by a balance of less than a dollar.This feels like a predatory practice designed to force a refinance, strip away equity, and trap us into new fees and obligations. As loyal customers who have consistently fulfilled payment obligations for years, we feel completely disregarded and exploited.I am requesting:-A formal investigation into ENT Credit Unions repossession practices -A reversal of the repossession, waiving all towing and repo fees -Restoration of our account access and original payment terms I am submitting this complaint to the BBB to hold ENT Credit Union accountable for its lack of fair treatment and unethical business practices.

  

  Business Response

  Date: 06/05/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Mr. ******* complaint. An Ent representative spoke to Mr. ****** and Ent will provide him with a written response.

• Initial Complaint

  Date:06/02/2025

  Type:Customer Service 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 calling ENT for nearly a week now regarding transfer of funds out of my ***. No one answers the phone. All you get is a recording that says they are experiencing a heavier than normal call volume and wait times can be as much as 25 minutes. After 10 minutes of waiting, you get the same message. After 25 minutes of waiting you get the same message. This is the same message you get when you call every ******* can I talk to someone regarding transferring my *** out of ENT

  

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to review Mr. ******* complaint. An Ent *** Department representative contacted our member directly to resolve the complaint. 

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:05/29/2025

  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.

  Card ********** on my account had 25 reversals since it started. no one could tell why payment was and reversed, talked to many people , from top to bottom.SINCE THIS HAPPENED. MY ENT CREDIT CARD WAS CANCELLED:: TOTAL COST TO CANCEL WAS ****** WHICH WAS INCREMENTALLY AND THEN REVERSED. BEEN A MEMBER SINCE 1973. WORSE UPGRADE I HAVE EVER SEEN

  

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to review the complaint from *** Erik ****** The issue is currently under investigation and we will respond as soon as possible. 

  Customer Answer

  Date: 06/05/2025

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

• Initial Complaint

  Date:05/28/2025

  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.

  5/15/25 I was fraudulently charged in ***** for two photos by these streetwalkers that threatened to call the police on me if I did not pay. I reported immediately to Ent afterwards to stop the charge and dispute. I was told by this guy in fraud named **** that I was in the wrong and its not fraud and he could not help me. I am in complete disbelief that he treated me like Im in the wrong. Ent has the authority to reverse the charges and refuses to help me

  

  Business Response

  Date: 05/29/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review the complaint from Ms. ****** An Ent Card Fraud Supervisor spoke to Ms. ***** and resolved the complaint. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23389382
  
  I am rejecting this response because:

  the situation has not been resolved, its still pending for resolution 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/30/2025

  An Ent Card Fraud Supervisor contacted Ms. ***** and explained the dispute was submitted.  Ms. ******* account has been ************************ with provisional credit. The details of the transaction were submitted and the final results are pending a decision by the card processor, ***** Ent will contact Ms. ***** with the final results as soon as they are available. 

  Customer Answer

  Date: 06/04/2025

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

• Initial Complaint

  Date:05/21/2025

  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 April 20, 2025 ENT Credit Union informed me that on the 27th a new ENT credit card will be mailed to me and can be activated on the 28th. I never got it. ENT rushed another card but never sent it out. ENT sent another card (#3);which also was never sent out. Card #4 never went out either. Now we are on card #5 which cannot be traced for a status ********* January I was told I could get a $1,600 personal loan only to be told no. In February a scammer stole $750 from my account that I had $5 in so I owed ENT $745. I called to make payments and was told no problem, at $85 a month. ENT took the whole $745 out immediately.The lies are nonstop.

  

  Business Response

  Date: 05/23/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review Ms. ******** complaint. An Ent Manager reached out to our member directly to resolve the issue.

  Customer Answer

  Date: 05/28/2025

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

• Initial Complaint

  Date:05/19/2025

  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 have noticed a negative **** on my credit report indicating a late $0 payment to ENT Credit Union, despite having paid off that loan months ago. This error has significantly harmed my credit score. Please investigate and correct this mistake as soon as possible.

  

  Business Response

  Date: 05/22/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate the complaint from Mr. ******** An Ent representative reached out to our member directly to resolve the complaint. Mr. ******* may return our call at *********************** Option 3. 

• Initial Complaint

  Date:05/06/2025

  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.

  **************** for this multi-decade ********************************************* has declined significantly. (1) Attempts to add myself as a Joint Account holder to my Mom's account took several in-person meetings, followed by website system "over writes" that voided certain access permissions; (2) The transfer of **** credit card services from Elan to Ent was poorly advertised and explained; (3) Auto-pay set-up on the Elan-serviced credit card was cancelled for the new Ent-serviced credit card. Call-ins to *********** **** resulted in (a) we don't know what's going on; and (b) transfer to different sections of Ent; followed by: you need to talk to Digital Services...who are almost impossible to talk with (1-hr + hold times). I dare an Ent representative to call me and explain why they now perform at such amateur levels. Better yet, have someone competent call who can finalize my Joint Account holder status. Ent needs to do better!

  

  Business Response

  Date: 05/09/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Mr. ********** complaint. An Ent Manager is working with our member directly to resolve his concerns.