Complaints

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

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On Tap Credit Union has 3 locations, listed below.

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  On Tap Credit Union

  816 Washington Ave Golden, CO 80401-1046

  
• 

  On Tap Credit Union

  5675 Olde Wadsworth Blvd Arvada, CO 80002-2532

  
• 

  On Tap Credit Union

  4690 Table Mountain Dr Unit 200 Golden, CO 80403-1873

  

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:03/20/2025

  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.

  Over the past three weeks, I have been in constant communication with Andie via emailover *********************************************** resolving my past due balance. However, my recent emails have gone completely ignored, and when I reached out to On Taps team for assistance, I was told they had no information and could not provide any answers to help remedy the ************ a result, I made a payment to bring my account up to date, but despite this, I was informed that your credit union would no longer offer assistance because of my behavior in expressing my frustration. While I regret any negative tone I may have conveyed, I felt I had no other recourse given the lack of communication and support from your team. I also believe in FREEDOM OF SPEECH.Its extremely disheartening that On Tap CU decision to not assist me has left me with a $41,000 balance to pay off, and its even more upsetting that On *** employees are choosing to let this situation escalate based on my frustration. As a 17-year veteran in the auto finance industry, I can confidently say that no customer should be subjected to this level of treatment, and I would never want to refer any of my clients to your credit union after this experience.I have always valued professionalism and transparency in business, and its unfortunate that this experience has shattered my trust in your credit union. I respectfully request a clear explanation of how this situation has been handled and what steps I need to take to resolve the matter.

  Business Response

  Date: 04/15/2025

  Thank you for bringing this matter to our attention. We are actively engaged in resolving the concerns raised by Ms. ******* ******* regarding her billing issues. We have initiated contact with Ms. ******* and are working diligently to address her concerns and find a satisfactory resolution.
  Regarding the complaint ID ******** submitted on 3/20/2025,we acknowledge the importance of responding promptly. Our team is committed to providing a detailed response. All communications will be copied to Ms. ******* for transparency.
  We appreciate the opportunity to address this matter.

• Initial Complaint

  Date:05/13/2023

  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.

  Good afternoon,

  The resolution I want from this complaint with On Tap Credit Union is for either them to remove or alter all advertisements/statements/promises/mission statements in which the company alleges they are understanding and willing to help members who are in financial hardships.

  I came to them openly an honestly when I began to experience financial hardships under the good faith that they were a respectable credit union who put members first. What actually happened after I trusted the credit union with the details of my personal life was complete stonewalling from the institution, and financial changes to my accounts/lines of credit without my knowledge or content which made my financial situation immeasurably more difficult. 
  

  I had given the credit union 3 weeks in which I had called them every other day or every single day trying to make contact with their lending department. I was promised a call the next day every time I called, yet I never got one despite their promises and the messages I left. When I tried to escalate the issue to their management, they knowingly me a false number which was not in service. This became apparent when I called back in and tried to verify the number to which I was told no that is not the correct number. We are actually not able to give that number externally.

  I started this BBB complaint on 5/13, the company responded on 5/15 and they mailed me a vague explanation on 5/16 explaining their actions. 
  

  Considering all of the events, information, and their response to the complaint; it is evident the credit Union is using their advertisements/statements/promises/mission statements to manipulate members into divulging information with the intention of being used to insure the credit union can prevent possible losses; in contrast to helping members achieve financial success as they promise. This is why I want them to change or alter the stated things to prevent other members from being manipulated by false or misleading advertisements/statements/promises/mission statements and being forced into a worse financial situation like me. 

  ur dreams for tomorrow. Also, We craft solutionsby listening to what you need in a judgement-free environmentYour story is important, we want to hear it so we can create the best solution for yourfuture goals.These statements made me feel comfortable approaching the company and explaining my current situation for help. What I got instead was a complete lack of communication, they cut off my credit limit and expired my card without telling me and strongly urged me to sell my car. I never had anyone get in contact with me to try and figure out a solution with my financial partner in a judgement free environment. How they treated me proves their promises are nothing more than empty, false advertisements geared to manipulate members into sharing when they have financial problems so the bank can protect its own interests. Not the member.

  Business Response

  Date: 05/16/2023

  Dear ***************,
  
  Thank you for your feedback. We sincerely apologize for any inconvenience that this may have caused you. For both your security and ours, we cannot discuss your matter in detail on the Better Business Bureau platform.
  
  We do work regularly to craft solutions for our members who reach out when they are experiencing financial hardship. We evaluate each situation and determine solutions, (if available), to ensure that we dont put our members in a position that could make their financial hardship even worse. On Tap is a financial cooperative, and as such one of our primary fiduciary responsibilities is to protect the vested interests of all of our Members. The ability/capacity to repay is the primary decision of any lending-related decision.  
  
  To maintain your personal privacy, and to thoroughly review your issue, we suggest that you contact our VP of Lending directly via email at *******************
  
  We take complaints seriously. After review, we would like to discuss several potential options with you to help improve your current financial situation. 
  
  Sincerely,
  
  On Tap Credit Union

  Business Response

  Date: 05/22/2023

  Thank you, I am in receipt of this message and will need time to research that matter.  I don't anticipate this to take more than 72 hours.  I will respond as soon as possible.

  ************************* - President/CEO 

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20055724
  
  I am rejecting this response because:
  It seems apologies from On Tap Credit Union are nothing more than words unfortunately. After I reached out to the credit union for help in my temporary financial situation, I was told I would be contacted the next day to discuss solutions. A few days passed with no contact, so I called again. The credit union apologized and said again I would be contacted the next day. This cycle repeated for two weeks with no contact from **** (CFO) about my financial solutions as the credit union promises in multiple advertisements. 
  
  
  At the beginning of the third week was when I learned **** had altered my lines of credit without telling me, and he still didnt return any of my calls. So I called every day of this third week, and finally asked for his manager to contact me on Thursday or I would file with the BBB since I clearly was being being avoided and not valued as a member anymore. One of the credit union employees even went to the extent of giving me a false direct line number when I tried to call Tonys manager for my final escalation. 
  
  
  After still no response of any kind from the credit Union before I filed this BBB complaint; and then the credit union suggests I try and contact the same person who has been not returning my calls or messages for 3 weeks, its clear to me that the credit union has no intention to help. If the credit union was honest in their advertisements, then I would have been asked what I needed for my financial success; rather than having it decided for me without my knowledge and being systematically ignored. 
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20055724
  
  I am waiting for actual business response.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/26/2023

  Thank you for the opportunity to work further with *****************  Since the communication received last week, our office (*******************) has been in contact with **************** on several occasions and I believe we have fully satisfied his concerns. 

  I can be reached at ************.

   

  *************************

  CEO/On Tap Credit Union

  Customer Answer

  Date: 05/30/2023

   
  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,
  
  ***********************