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

  
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  Ent Credit Union

  300 W 5th St Pueblo, CO 81003-3158

  
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  Ent Credit Union

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

  
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  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:05/02/2025

  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.

  I am appalled and flabbergasted by extreme unprofessionalism, lack of any customer service and unethical actions of Ent. We've been with Ent for over 10 years, have opened and paid off multiple loans, including our home loan, done all of our finances through Ent, had multiple credit cards and an investment account for stocks. We are leaving Ent after the treatment we have received, that resulted in an exorbitant amount of frustration, inconvenience and inability to pay bills due to no working credit/debit cards.I understand that Ent is going through transition and merger, and due to that, their credit card platform is changing. My wife and I have received new credit cards that had to be activated by certain date and informed that our old cards will stop working. We were not able to activate the cards online, as Ent system was down for several days. The phone number on the stickers did not work for activation and the outsourced customer service agents were not able to assist. We spent close to 10 hours on the phone combined, speaking with various rude **** who hung up on us, mocked us, muted us moment we started to speak and strait out told us to just go away. Something was wrong with the cards we were sent and Ent had to sent another set, and then another set....We were left with over 10 different cards that did not work, but each had a separate account behind it. Our debit cards also were disabled for some reason, we were told that there is no record of us having debit cards. We were unable to use our money, pay bills, buy anything online or even order food. While our cards remained in limbo, we were not able to log in online and pay any balances on them either, possibly resulting in interest fees.Wife had to make multiple trips to local branch, spend hours waiting and talking to ****, only to be told that they now need to make tickets to escalate this somewhere. This is only half of the full story, but I have ran out of characters allowed here.

  

  Business Response

  Date: 05/06/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Mr.Pattons complaint. Ent is working directly with Mr. ****** to resolve the complaint. 

• Initial Complaint

  Date:04/10/2025

  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.

  This bank is the most incompetent place I have ever dealt with. I have made four phone calls so far to try to get some pastbank statements. Ive been given wrong information two times, finally when I get the correct information give them my correct address. call back again because ***** log on steel. They dont even have the updated address in the account. I asked to get a call back. I told them to pull our call so they could make Action on these idiot employees that they have working for them that are so incompetent, I dont understand how you can run a business. A customershould be able to log onto their account whether its closed or not to pull up past bank statements when youre freaking getting audited, a customer shouldnt have to call back four times. I will never use your bank again if I move back to ****************. all youre doing is stressing me out even more.

  

  Business Response

  Date: 04/15/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review Ms. ****** complaint. Ent is working directly with our member to resolve the ************. ***** may contact Ent at ************** with any additional concerns or questions. 

• Initial Complaint

  Date:04/03/2025

  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.

  My car was repossessed today with absolutely NO knowledge beforehand that this was going to happen. I have made payments continuously, one JUST yesterday 4/2. I tried calling multiple numbers at ENT to figure out what is going on and have not received an answer or a call back from my voicemails I left them. I have not received any phone calls or emails or mail letters from them stating I was behind on payments or that anything was wrong. If there was, I would have solved it before it came to this because now this is a massive inconvenience.

  

  Business Response

  Date: 04/04/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Ms. ****** complaint. An Ent Supervisor contacted our member to resolve the complaint. Ent appreciates Ms. ****** membership and are happy to answer any additional questions.  

• Initial Complaint

  Date:04/02/2025

  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.

  Last year, due to financial hardship, we had to take a step we never wanted: filing for personal bankruptcy. Before doing so, we reached out to all creditors, including Ent Credit Union, to explore assistance, but none were willing to help.After our bankruptcy was discharged, we began rebuilding our financial stability. We still have a second mortgage with Ent and have remained current on payments. However, when we attempted to access online banking in January to continue making payments, we found our access blocked.Calling the number provided in the system led to long hold times and unclear answers. I then visited an Ent branch, where a helpful teller assured me the restriction was temporary. We have continued making deposits, yet online access remains unavailable.After months of waiting, I called again today. After 30 minutes on hold, I left my number for a callback. When Ent responded, I was told the only way to regain online access was to pay off debts that were legally discharged in my bankruptcy. I am concerned about the legality of this, as a discharge should relieve me of any obligation to pay. It appears Ent is using online banking access as leverage to collect erased debts. I have contacted my bankruptcy attorney for guidance. I am filing this complaint to request Ent promptly reinstate my online access so I can manage my accounts and make mortgage payments. I also seek clarification on the legality of this practice.Under the **** Bankruptcy Code (11 ****C. 524), a discharge prohibits creditors from attempting to collect on discharged debts. If Ent is conditioning access to your online banking on repaying those debts, this could be a violation of bankruptcy laws. Denying access to online banking might be considered an unfair collection practice or a form of coercion. Since you have already contacted your bankruptcy attorney, they can determine whether Ent's actions constitute a violation and, if so, pursue legal remedies.

  

  Business Response

  Date: 04/04/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review the complaint from Mr. ***** An Ent Supervisor contacted our member to resolve the complaint. Ent appreciates Mr. **** membership and are happy to assist with any additional questions. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23150351
  
  I am rejecting this response because: I was contacted but not offered a solution. Tired to call back but person was not available. I feel this is just another way to get me to pay the discharged debt, since all they have to do is turn the online banking back on and they can let me know via e mail. I will diligently try to contact them again over the next day or 2.  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/10/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to respond to Mr. ************** An Ent Supervisor spoke to Mr. **** and attempted to explain our policies before Mr. **** disconnected the call. If Mr. **** would like more information; he can contact us at **************. 

• Initial Complaint

  Date:03/18/2025

  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.

  We refinanced our vehicle through ENT credit union in 2022 and lowered our car payment. Our insurance lapsed because of some emergencies and ent added on their insurance and added it to the loan. These policys last for 6 months but are removed once we reinstate our own insurance. The first time we let it go for 6 months, then they added a second policy on top of the first one after that 6 months. We obtained insurance and according to federal regulations (and ENTs own policy), they are supposed to remove the policies and our car payment is to return to its original amount. This has not happened and they have only removed one policy but not the first one, and I have called numerous times only to be told you will receive a call back and never get one. Our car payment was about 276, it went up to 386 to cover their insurance, then the second time when up to almost 500 dollars. We understand the need for this insurance as per loan agreement but since obtaining the correct insurance these policies should no longer be active and our payment should return to the original payment. They tell me that even though the first 6 month policy is over, I still have to pay it as part of the loan. This doesnt make any sense, because the policy is expired and the amount I paid extra on payments covered that cost for 6 months. I am about to switch banks and have to get rid of the car at all costs because our budget only allows for a 276 car payment, not more (which is what we agreed to for the loan term). The payments are current, so even if its been too much we have made it work so on our end of the loan agreement we are in good standing.I am also filing a complaint with the ************************************. Instead of just changing banks I want to continue the relationship in good faith. Im not looking for reimbursement other than whatever was paid extra to be taken off the loan amount, and payment brought back down to agreed level of 276.

  

  Business Response

  Date: 03/24/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review Mr. ******* complaint. An Ent Lending Support Supervisor will reach out to our member directly to resolve. We appreciate Mr. ******* membership and are happy to assist with any additional questions.

• Initial Complaint

  Date:03/12/2025

  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.

  My husband bought a car a few years ago and got the loan through ent. He was laid off in November and was unable to make payments. He has been trying to contact them ever since to find out if they could work with us but the case worker over his account has only called once and we did not have good reception so she told him to call back. He has called back several times and left messages and has not been called back. I tried calling and was told to send my power of attorney and someone would call me back. They sent someone to reported car instead. We paid all the money the app said to pay to catch up and it was reversed. I tried to call and check on things and they told me there were no notes on the account that we had left any messages and that they cannot accept my power of attorney at the email address the previous person had told me to send it to. Then they put me through to the repo line again and I was sent to voicemail again. I have not received a call back still. We just want to get this worked out so that we can start paying the payments again. I was told that only one person can talk to us about this account, but that person will not call back. I think it is very unprofessional that they are not calling back. It is also messed up that they are not willing to call us to work things out. I do not have the account number, it is under my husbands name and phone number. ***** ****, **********. I also dont appreciate getting the run around with the power of attorney, my husband is deployed and I really need to get this dealt with.

  

  Business Response

  Date: 03/14/2025

  Thank you for allowing Ent the opportunity to investigate Mrs. ***** complaint. Ent is working with the member directly to resolve the complaint. We are happy to assist if there are any additional questions. 

• Initial Complaint

  Date:02/27/2025

  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 have a vehicle loan through ENT. the vehicle was totaled and the majority of the loan was paid off through my insurance. The rest of the loan was to be paid off with separate *** coverage. It was very clear to ENT that the vehicle was totaled and a representative I recently spoke to admitted the information was in their file. Nonetheless, I continued to get letters from ENT about there being no current insurance on the car as we were waiting for my *** coverage pay off. The insurance was obviously canceled when the vehicle was totaled. I recently logged into my account and saw my loan amount had increased by $3,000 - keep in mind the total amount left to pay by *** was just a little over $2,000. I called to find out what happened and apparently ENTadded insurance coverage to the loan without my authorization!!?? I explained the car was totaled and the representative assured me it would be noted and taken care of. Just a week later, yesterday, I received notification that my *** payment was sent to ENT. Today I checked on my account and ENT deposited the *** check and I still have a balance left for part of the insurance! The *** check was more than what I owed on the loan and the remainder was supposed to be sent TO ME by ENT. Instead, they used it to pay part of the insurance they never should have added and I still have a balance! Its absurd and extremely poor customer service. I am extremely unhappy with this company.

  

  Business Response

  Date: 03/03/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review Ms. ******** complaint. ****, Ents Lending Support Supervisor, reached out to Ms. ******* to resolve the complaint. The insurance has been refunded, and the excess GAP payment has been placed into ************************ account. Ent appreciates Ms. ******** membership and are happy to assist with any additional questions.  

• Initial Complaint

  Date:02/18/2025

  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 was talked into to signing up for courtesy pay at ENT Credit union and was not told that if a charge and a deposit come in at the same time and both the charge for ins. premium and my social security were shown as pending over a holiday weekend and the following business day ENT processed the ins. premium first and waited to process the social security deposit so they could charge me a $30 convenience fee stating I was overdrawn but yet they delayed posting my SSI deposit in order to charge this $30 fee. I contacted the branch and customer service and they both told me too bad they would not return the $30 convenience fee. *** is posting charges before deposits in order to charge these fees and refuse to return the fee.

  

  Business Response

  Date: 02/20/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to review the complaint from Mr. ******** As outlined in Ents Membership and Account Agreement, Ent posts debits and credits in real time, in the order they are received. In this case, the debit occurred the day before the deposit. An Ent supervisor reached out and resolved Mr. ******** complaint. We appreciate Mr. ******** membership and are happy to assist with any additional questions. 

  Customer Answer

  Date: 02/21/2025

   
  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:02/13/2025

  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.

  Yesterday, around 3:30 p.m., my car was ***ossession agent. I had no idea I had delinquent payments. I immediately contacted ENT Credit Union, but I was met with the worst customer service Ive ever experienced. They rudely told me I had over four past-due payments since last April, even though my payments were set up on Auto Pay. I recently relocated out of state due to an incurable medical condition diagnosed last year. I didnt receive any notification or past-due statement. I kept getting transferred to a voicemail. When I finally spoke to a customer service ***resentative, she was extremely rude and unprofessional. She incorrectly said I was four months past due, which is clearly not the case. I reviewed my checking account and confirmed I should only be owed a month or two at most. She insisted I speak with the assigned ***resentative, but I couldnt reach them. I asked if they could send a message instead. I was put on hold, and when the ***resentative returned, she said the assigned *** was on another call and Id likely get a callback tomorrow since it was 3:30 p.m. and they closed at 5:00 p.m. She ***eated that I had to wait because they were extremely busy with a high volume of ***ossessions. Throughout the entire interaction, I was treated with a rude and condescending tone. I requested a direct line to reach the assigned ***, but she responded with a loud sigh and said Id need to call ENT number and enter the extension. This experience was undoubtedly one of the worst customer service encounters Ive ever had. This person should not be handling these types of calls! I am deeply disturbed by the manner in which ENT Credit Union is handling my auto loan. Their behavior is utterly unprofessional, rude, and inconsiderate. If I had been promptly contacted, I would have settled the outstanding balance, but unfortunately, I wasnt. Consequently, I am now in a dire situation.

  

  Business Response

  Date: 02/14/2025

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate Ms. ******* complaint.An Ent Repossession Supervisor spoke to Ms. ****** and resolved the complaint.We appreciate Ms. ******* membership and are happy to assist with any additional questions.

  Customer Answer

  Date: 02/20/2025

   
  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,
  
  ****** ****** (formally *****)

• Initial Complaint

  Date:12/19/2024

  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 have been a loyal member of *** with both an account and loan. While I appreciate the flexibility to make multiple payments, Im frustrated by your online payment system. Despite prompt payments, processing takes three days, impacting my daily interest and benefiting ENT, not me. When I inquired, I was told same-day payments arent an option. This unfair delay allows ENT to profit at the members expense.This practice seems unjust and should be investigated. If I were disabled, would I be penalized for only being able to pay online? In todays world of online banking, three-day delays are inefficient. My credit card and car loan payments process the same day. *** doesnt ENT offer the same? It seems ENT prioritizes profit over member well-being, contradicting your slogan of "a passion for people, not for profit."I will move my funds elsewhere as soon as possible, as I no longer wish to support such practices. ENTs lack of basic self-service options is disappointing, and I caution others to consider these issues before choosing your institution.

  

  Business Response

  Date: 12/23/2024

  Thank you for allowing Ent Credit Union (Ent) the opportunity to investigate the complaint. Ent provides several convenient options to make a loan payment. In order to complete a transfer from another financial institution on a specific date, Ent recommends initiating a recurring ACH, via online banking or by completing an ACH Origination Form. Ent also offers in-person or mail-in payment services, mobile deposit, internal transfers and Shared Branching. We appreciate Mr. ************ membership and are happy to assist with any additional questions. Ent reached out to Mr. *********** to resolve his complaint.