Complaints
This profile includes complaints for Ent Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 72 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:08/14/2023
Type: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 was checking my bank account last friday 8/11/23 when I noticed a massive transaction from my account - $86,835.82! It had been wired from my account earlier in the day to a title company I had never heard of. After spending a long time on the phone with the fraud department, it turns out this mistake was made by a bank employee. They "accidentally" typed my account number in when doing a real estate transaction for another person! Now it's Monday morning and the money still isn't in my account. No one from the bank has called me over the weekend. And I'm just waiting for the bank to open so I can follow up again and try to get my $86k. back. I understand on the weekend transactions are hard to do, etc. but this amount of money is absolutely massive. And I feel the bank should have bent over backwards to fix it as quick as possible. Not only that, they should have reached out to me to apologize. This is INSANE to me that a mistake of this magnitude can happen. So, I'm left wondering what systems failed for this level of negligence to happen? And is any money safe at ENT if the only thing standing between you and your money is someone accidentally typing in the wrong account? Any banking error is bad of course, but this is the biggest banking error I have ever heard of in my life and is unacceptable. I will be filing a formal complaint within the bank as well later today. My only hope is that some system gets changed so someone else wont go through what I have been through this weekend.
Business Response
Date: 08/16/2023
Thank you for allowing *** to respond to this complaint. Ent worked directly with our member to resolve this issue.Initial Complaint
Date:08/01/2023
Type: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.
ENT recently cancelled my debit card without notice. I called to inquire as to why my debit card was not working and was informed that I had been sent a replacement debit card at the beginning of June.I explained that I never received a replacement card. I was then informed that the card they sent me would have to be marked as lost. I could either wait for another card to be delivered in the mail or I could go to a branch and get a new card.I have a disability that prevents me from driving and can make mobility difficult. I opted to have another card sent to me, only to be told it would be ***** days before I received a new card. In the meantime, I cannot use the card I have because ENT cancelled it.The customer service rep apologized for the inconvenience but did not make any attempt to rectify the situation. I feel they could have done more to correct the situation, such as expediting the delivery of a new card or temporarily reactivating the new one. I'm also not pleased that they deactivated my current card without warning. I am now forced to use credit cards until the new card is delivered (assuming I actually receive it), which I did not want to do.Business Response
Date: 08/03/2023
Thank you for allowing Ent the opportunity to investigate the complaint. Ent apologizes for not offering alternative options to assist. We have reached out to discuss possible options. We look forward to resolving this issue with our member directly and assisting with his financial needs in the future.Initial Complaint
Date:07/25/2023
Type: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 need help accessing cash with my new debit card, and can't even purchase gas. I never asked for my card to be changed. I am therefore asking that this matter be resolved quickly.Business Response
Date: 07/26/2023
Ent appreciates ************************* feedback and apologizes for the inconvenience she experienced with her new debit card.
An ******** Services Supervisor contacted ******************************* and explained the reason why she received a new debit card and how to reset her PIN online. ******************************* was able to reset her PIN and the debit card is open and available.
Ent also encouraged ******************************* to call us at ************** or ************** for future requests. We thank ******************************** for being a valued member and we look forward to serving her financial needs.Initial Complaint
Date:07/05/2023
Type: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 purchased a car back in 2018 and set up automatic payments with ENT Credit Union, but despite that they have consistently dropped the ball on something that should be really simple. For example, this month their system failed to pull the payment until 15 days past the due date and as a result I had to transfer over $300 to my husband so that our mortgage payment is made. I current have less than $5 in my entire bank account due to their negligence. But the problem doesn't end there. When I contacted ENT Credit Union privately over Direct Messages I requested the number for their corporate office TWICE and was instead given their normal bank number listed on their website. I'm done being polite now. If you wanna make this right, I will happily accept a check in the amount of $302 since I had to cover your mistake.Business Response
Date: 07/10/2023
Thank you for allowing *** to investigate this complaint. The person who made the complaint is not listed on the loan in question, so we are unable to speak with her. However, we did have a conversation with the member who has the loan. He expressed no complaints with Ent, and understands the payment was unable to be pulled on the due date--June 7th--due to lack of funds in his account and the payment being returned as non-sufficient ("NSF"). After the payment was returned as NSF, we followed up with the member on June 22, 23, 24, and 26th. When we reached him on the 26th, he made a payment over the phone.
In our recent conversation, he admitted the late payment was not an Ent error, expressed no complaints or dissatisfaction against Ent, and asked us to change his payment date beginning in August. He is aware he can only change the payment date one time for the life of the loan.
As to the other allegation about being given the "normal bank number listed on their website," Ent--as a member-service first credit union proudly serving our ******** members--only has one corporate number, which is the number listed on our website. That number is the number to our corporate office.
Sincerely,
*************************
Customer Answer
Date: 07/11/2023
Complaint: 20258692
I am rejecting this response because: The payment wasn't pulled on time due to an error on your end and this isn't the first time its it's happened. You put us in financial distress due to you not pulling the payment on time and it wasn't due to a lack of funds, it was flaw in your system. You're only refusing to speak with me because you know you screwed up and aren't willing to take accountability. I can't wait for us to have this loan paid off and be done with you and given how you have an overall rating of less than 3 stars on ****** from SEVERAL negative reviews due to YOUR incompetence that date can't come soon enough. As for the matter of the number provided for your corporate headquarters, I also know that's a lie because the number I was provided and the number listed for your headquarters in **************** are not the same.
Sincerely,
*************************Business Response
Date: 07/14/2023
Ent appreciates Mrs. ****** feedback. We welcome the opportunity to review the details of the June 7th, 2023 payment, returned as non-sufficient funds (NSF) with Mr. and ***************. If Mr. and *************** would like to discuss the complaint further, please contact Ent at ************** or *************, which are the numbers for Ents Corporate Headquarters. Both numbers are routed to ******************* during business hours. Ents ************** number is the same number provided to *************** when she initially complained and is the number listed on Ents website.
The loan payment information was provided by ************** when the loan was funded. There are multiple valid payments, and the electronic transfer information has not changed, indicating Ent has the correct account number on file.
As you can see in the attachment, the June 7th payment is posted, pending funds verification. After Ent attempted to withdraw the loan payment from Mr. ****** other financial institution, the payment was returned as NSF, and a loan payment adjustment was performed.
Please contact Ent if any additional information is needed.Customer Answer
Date: 07/15/2023
Complaint: 20258692
I am rejecting this response because: I'm not interested in reviewing the loan with you. That's not why I initially filed this complaint. I filed this complaint because you put us in financial distress forcing me to transfer over $300 to my husbands account therefore draining what little money I had leftover in my savings. I will not accept any other form of resolution. Let me know when my check is in the mail. Thank you.
Sincerely,
*************************Business Response
Date: 07/17/2023
Ent is not responsible for you having to transfer $300 to your husband's account. On the date the loan was due, your husband did not have money in his account to pay the loan. As this was not an Ent error, Ent will not reimburse you.Initial Complaint
Date:05/18/2023
Type: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 February I closed on a house, one condition in the closing was to provide funds for a second escrow for repairs on a collapsed sewer pipe. Due to excessive snow and moisture, the job wasnt able to be completed until May. Now the job is completed and Ent hasnt paid the contractor, which is now charging late fees! My attempts to call, email or otherwise get the contractor paid has gone ignored. The email with ********************* stated that the contractor would be paid on 5/3/2023, its now the 18th! Its really pathetic that a fully funded account and the company cant timely pay the amount. If the roles were reversed I would incur stiff penalties. The people responsible should be held accountable, where both punishment and penalties be imposed, solely for gross negligence. Not to mention the fraud, they are knowingly negligent by not paying the contractor and ignoring my requests!Business Response
Date: 05/22/2023
Thank you for allowing us the opportunity to investigate this complaint. Ents timeline is as follows:
May 3, 2023: received invoice from member;
May 3, 2023: informed our member the contractor would be paid;
May 3, 2023: contacted San Miguel County to check on permitting. They confirmed a permit was pulled, but the home had not yet been inspected. They advised Ent they would need a few weeks for the work to be reviewed;
May 17, 2023: contractor left a message with an Ent employee who was out of the office;
May 18, 2023: contacted San Miguel County and were told they would not issue an inspected permit or a final permit. Thus, we learned there is no reasonable option to have the work inspected;
May 18, 2023: returned call to the contractor who confirmed no late fees have been assessed and confirmed mailing address;
May 18. 2023: check mailed to contractor.We apologize for our miscommunication in telling our member that the contractor would be paid on May 3, when we had not yet checked with ************************** are using this as a training opportunity for our staff.
We are happy we were able to get this issue resolved, as the contractor has been paid and no late fees were incurred.
Customer Answer
Date: 05/22/2023
Complaint: 20074202
I am rejecting this response because:there were late fees applied, because I was standing next to him when he did it! The poor communication, relaying information about contacting the permit office was not conveyed. This all happened because, they didnt communicate all relevant information. If I were to not to disclose all relevant information pertaining to meeting obligations, I would be penalized and held *****************. Just saying sorry, is not acceptable accountability!
Sincerely,
*******************Initial Complaint
Date:04/27/2023
Type: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 14th, Lifetime Fitness incorrectly sent an $880 to our Ent debit card. We were notified by Email on April 19th of the negative balance. On receiving the Email, I called Ent at ************************ to discuss the situation. We worked with Lifetime Fitness to reverse the $880 charge, which they did on April 21.However, Ent deducted a $30 Courtesy Card Fee from our checking account on April ***** does not seem reasonable that I should have to pay this fee for a merchant mistake.Business Response
Date: 04/28/2023
Thank you for allowing Ent the opportunity to investigate the complaint. We understand there was an overdraft fee assessed due to an error on the merchant's part. The member has been refunded the $30 Courtesy Card Fee. We look forward to assisting our member with his financial needs in the future.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 satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:03/15/2023
Type: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 recently purchased a ******* camper trailer and took out a loan to cover the price of the trailer. As part of the loan process, I was required to provide proof of insurance, which I did. The bank personnel decided to take out an insurance policy in addition to the one I already had. I paid a few visits to the bank, in person, to resolve the issue. They said the insurance policy expired which it never did. They said the insurance company (GEICO) didn't list them as the lien holder. ***** had them listed as the lien holder. On three separate occasions, I delivered to them proof of insurance, two of which were in person and one over their secure communications link. They have told me everything is taken care of, but its not. They refuse to resolve this problem and give me my $643 plus accrued interest back.Account number is ******. Establishment for which complaint is against:ENT Federal Credit Union Main Number: ************ ******************************************************************* **************Business Response
Date: 03/16/2023
Thank you for allowing Ent the opportunity to investigate this complaint. We worked with our member and his insurance company directly to resolve the issue. The ******************************* (CPI) was added to the loan due to a Vehicle Identification Number (VIN) mismatch with the insurance company. The member has been refunded for the entire CPI amount with accrued interest. We apologize for not identifying the underlying issue earlier.
We look forward to assisting our member with his financial needs in the future.Initial Complaint
Date:02/23/2023
Type: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.
*** refuses to acknowledge a duly-executed ****************** My mother is currently hospitalized and needs her children to manage her financial matters for her. She cannot go to an ENT Credit Union branch to conduct her affairs. This is why she executed a POA with me and my sister, so that we can assist her in these matters. *** refuses to acknowledge our POA and insists that my mother visit a branch to add me and my sister to her accounts. The only alternative they offered was to have my mother complete notarized forms in the hospital, but we have been unable to find a notary willing to visit my mother in the hospital due to COVID-19 concerns.Business Response
Date: 02/24/2023
Ent appreciates the opportunity to investigate ****************** complaint. Unfortunately, *** does not have the ***** of ******** document from ***************** on file for review. Ent would be happy to have our **************** review the document in an effort to assist the ****** family. Please contact us at ************************ Thank you.Customer Answer
Date: 02/27/2023
Complaint: 19455049
I am rejecting this response because:I have provided ENT Credit Union with the ***** of ******** attached in this message. They must recognize the legality of this document and add me to the accounts requested.
Sincerely,
***********************Business Response
Date: 02/27/2023
After reviewing the ***** of ******** documentation supplied to the BBB, Ent contacted **************** to resolve the complaint. The *** has been approved by ********************** and **************** and his sister have been added as ***s to the accounts. Ent appreciates the opportunity to respond to the complaint.Customer Answer
Date: 02/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Additionally, I would like to personally thank the BBB for their dedicated hard work in resolving issues with local business. In the past few months I have contacted the BBB for help with simple issues that these businesses complicate unnecessarily, and in most cases, the BBB has helped me resolve them to my complete satisfaction.
Sincerely,
***********************Initial Complaint
Date:02/23/2023
Type: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 4 overdraft fees for $0.55 in withdrawals, and you can only help me with one of the fees. Absolutely ridiculous. The withdrawals were a mistake from another company that shouldn't have happened. 55 cents shouldn't cost over $100.Business Response
Date: 02/24/2023
Thank you for allowing *** to respond to ************************** complaint. The three courtesy pay fees have been reimbursed since they were caused by a merchant error. We look forward to working with ********************** in the future.Customer Answer
Date: 02/27/2023
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:01/10/2023
Type: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 received a suspicious transaction message Sunday morning. I responded that the attempt was not me but the bank released the money anyways. I called their automated system and reported it and cancelled my card. Monday I went to the bank and found out that nothing I did online was in their system. On top of that the bank has decided to charge me for overdraft. So I have had money stolen from me and the bank is making me pay them for their mistakeBusiness Response
Date: 01/13/2023
Thank you for allowing us to investigate this complaint. This member disputed three charges on January 9th (two for $29.96 and one for $1.00.) The dispute was assigned and closed by a card fraud investigator on January 10th. The member received a credit for (i.e. was refunded) for all three charges on January 10th, and the $30 overdraft fee was reimbursed as well.
The charges were for a membership trial he set up with a third-party on December 1st, and the charges were debited from is account on 12/02/22, 12/11/22, and 1/9/23. Our card fraud investigator did let the member know he will need to cancel the membership with the third-party if he wants the charges to stop.
As we have already reimbursed this member, as of January 10th, we consider this matter to be closed.
Customer Answer
Date: 01/13/2023
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,
*****************
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