Complaints

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

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  Canvas Credit Union

  9990 Park Meadows Dr Lone Tree, CO 80124-6739

• 

  Canvas Credit Union

  815 Colorado Blvd. Denver, CO 80206

• 

  Canvas Credit Union

  7575 W 5th Ave. Lakewood, CO 80226

• 

  Canvas Credit Union

  7502 W 80th Ave. Arvada, CO 80003

• 

  Canvas Credit Union

  3622 Highlands Ranch Pkwy, Ste. 103 Highlands Ranch, CO 80126

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:06/14/2024

  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 a customer with ********************** for several years and have had direct deposit from the same reputable employer for the same amount of time. In the last 6 months, my funds have not been available to me at a consistent time. For example, it is 820 am and I can see my funds are pending and have been for several hours yet, I have no access to them. This is absolutely ridiculous. What is the hold up? They used be available by 7am and now I have noticed that is keeps getting later and later. I live pay check to pay check and rely on that money to be available to me in a timely manner. After speaking with other co-workers, this seems to only be an issue with Canvas.

  Business Response

  Date: 06/27/2024

  Canvas reviewed ************************ complaint, we attempted to contact her at the number we have on file, however we were unable to reach her.We left a message for her with some information regarding her complaint. If **************************** has further questions we encourage her to reach out to Canvas directly,we are happy to speak with her. 

  Customer Answer

  Date: 06/27/2024

   
  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:05/20/2024

  Type:Sales and Advertising 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.

  Been trying to pay my car ***************** account number is not accurate anymore, been calling, emailing with no success. I can't pay online, by phone or anything because my member account number not working.

  Business Response

  Date: 05/31/2024

  Canvas reviewed ****************** complaint and we were able to speak with her to explain her account status. When we spoke with her we felt her concerns were addressed. If she has further questions we encourage her to reach out to us directly. 

  Customer Answer

  Date: 06/01/2024

   
  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:05/10/2024

  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.

  To Whom It May ******** I am writing to express my concern over an unresolved issue regarding a warranty claim for a vehicle that was unfortunately involved in an accident in November 2023. Despite the total loss of the vehicle, and the insurance and gap insurance having settled their parts promptly, the warranty coverage remains unaddressed, causing significant distress and inconvenience. After purchasing the car, which was intended for my grandson, from *********************** Chevrolet South, my co-purchaser and I, both of whom are seniors, have encountered considerable difficulty in our attempts to communicate with Canvas Credit Union, the car dealer ship who works directly with the warranty company, and GWC warranty company. We have made numerous calls and sent several emails seeking assistance with the warranty claim, all of which have either gone unanswered or have not resulted in any substantive action. This situation has been ongoing since we completed all required paperwork well before Christmas of 2023. Additionally, it is pertinent to mention that the continued lack of resolution has not only been a source of undue stress but has also started to negatively impact our credit scores, as the credit union involved has begun daily harassment for a resolution. This is not only inappropriate but extremely disconcerting, given our age and the clear record of our attempts to resolve this matter amicably. We respectfully request your attention to this matter. We are eager to resolve this issue promptly and would appreciate it if you could aid us in the proper steps, we must take to address our concerns. We believe that with your intervention, we can find a satisfactory solution to this unfortunate situation.

  Business Response

  Date: 05/31/2024

  Canvas researched Mr. ******** complaint and worked with the dealership to obtain the refund. The warranty refund has been applied to the principal balance of the loan. We have attempted to reach out to ****************** to update him on the status of the account and have not been able to reach him. We encourage him to reach out to Canvas directly with further questions. 

• Initial Complaint

  Date:05/06/2024

  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.

  The dealership chose this credit union for my car loan. I paid $19,376.99 by cashiers check as a first payment and it arrived to them in March, 2024 certified mail. The date it arrived was well in advance of my first payment due. I called to verify they received the check. The customer ********************** talked to the insurance department on their end and verified. They told me they would apply it as the first payment to the principle loan. Now its May and they are holding the check. There is no reason to hold the check. I called multiple times each time they say they will apply that payment. However, its May and they are still holding it. Whats worse is they reported me to the TransUnion saying Im over 30 days late. This is wrong. They need to apply the money as an on time first payment and I will continue to make monthly payments as needed. If they charged me late fees, they need to remove those and put my loan in good standing.

  Business Response

  Date: 05/14/2024

  Canvas researched ************** complaint and we have made corrections to her account and to her ********************** report.As of the writing of this response we have not been able to reach her and have left messages for her. We feel ************** concerns have been addressed, we appreciate her reaching out to us for assistance and we are happy to answer any further questions she has. 

  Customer Answer

  Date: 05/14/2024

   
  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:04/04/2024

  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 posted deposits multiple times and they literally took out several hundred dollars in late charges whats clearly written that theyre supposed to do the deposits first and when I brought this up to them, they completely denied it even with my deposit receipts in hand the collection department from the bank. The supervisor wouldnt even call me back because they know theyre wrong and it was funny that even in associate lead banker, acknowledge that they were wrong And has several complaints against the company as well as a manager at a different location had complaints and written in very descriptive notes to the manager in the collections department but I paid the $104 that they wanted but it doesnt make up for all the other money that they stole

  Business Response

  Date: 04/18/2024

  Canvas spoke with ************** he expressed his concerns and we were able to address his questions. We feel Mr.****** concerns have been addressed, we appreciate him reaching out to us for assistance and we are happy to answer any further questions he has. 

• Initial Complaint

  Date:04/01/2024

  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 ********************************** August 2023, and I had a car loan with Canvas Credit Union since 2021. After my car was found a week later it was considered totaled. I had a car loan with Canvas Credit Union on the vehicle, so an appraisal from Canvas Credit Unions insurance (SWBC), that I was paying extra for on the car loan each month, went out to look at my vehicle to determine if it was totaled or not. They came to the decision that it was totaled and that they would send a check out to pay the remaining balance. They did not end up paying the remaining balance, only partial, which left me with an amount of $1,246.78 to pay off. I had TREXIS car insurance at the time but it was only Liability. Since the car is totaled it is sitting in a mechanics yard until Canvas Credit Union provides me with that title so I can get rid of it properly. They have been refusing to give me the title because they want me to still pay the remaining balance. I spoke with Canvas on the phone many times explaining to them how unfair it is to pay off a totaled car that was stolen. I provided them 2 police reports about when the car was stolen and then found. They told me I shouldve gotten full coverage on the vehicle, but full coverage was estimated around $600-800 a month due to *******s being one of the most stolen cars in the **. I was only able to afford liability. Canvas told me their going to effect my credit score because of this and will stay on my credit for 7 years. Do you have any advice??

  Business Response

  Date: 04/05/2024

  Canvas spoke with ****************** and explained the series of events related to her insurance claim and the balance that remains. We feel Ms. ******** concerns have been addressed, we appreciate her reaching out to us for assistance and we are happy to answer any further questions she has. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21513881
  
  I am rejecting this response because:
  My concerns have not been addressed or resolved appropriately. I have requested the title of the vehicle and your business is still refusing to provide it to me after all the issues that happened prior to the incidents. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/26/2024

  I wanted to check and see the status about my complaint on 4/5/24 I made with the better business bureau. Please let know me know when you can! If theirs any additional information you need from me, let me know. Thank you, I hope to hear back soon.

  -*****

  Business Response

  Date: 05/03/2024

  Canvas has attempted to follow up with ****************** and we have not had a response directly from her.

• Initial Complaint

  Date:03/25/2024

  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.

  file a formal complaint against Canvas Credit Union, the loss mitigation department, and the lack of transparency and accountability regarding fees associated with repossession. On 3/11/24 my vehicle was picked up due to default, and I was directed to Canvas Credit Union's loss mitigation department. During my interactions with their agents, I was met with rudeness and an overall unwelcoming attitude. Moreover, the a lack of transparency regarding fees. Upon inquiry about redeeming my vehicle, I was informed that I needed to pay back payments totaling $1900, along with additional fees. When I asked for a breakdown of these fees, I was told there was a $900 repossession and storage fees. However, when I requested clarification on the storage fees, the representative was unable to provide me with a clear answer.Furthermore, I expressed my concern about the discrepancy in repossession fees charged by different third-party towing companies, ranging from $350 to $900. This lack of standardized fees appears to be unfair and deceptive to consumers, as it allows for arbitrary charges without clear justification. When attempting to retrieve my vehicle, I discovered that it had been moved to auction by the towing company without my knowledge. Despite Canvas Credit Union's assertion that I had 10 days to redeem my car, I was informed by the towing company that they had the authority to move the vehicle at their discretion, which raises serious questions about accountability.Despite repeated attempts to seek clarification and resolution from Canvas Credit Union's loss mitigation department, I have been met with unhelpful responses and a refusal to provide a breakdown of fees or an explanation for the actions taken by the towing company. This lack of transparency and accountability is not only concerning but also potentially violates consumer protection statutes that require full disclosure of terms and fees associated with credit transactions, including repossession.

  Business Response

  Date: 04/04/2024

  Ms. ******* complaint claims Canvas has committed several violations surrounding the repossession of his car. He also requests a thorough response to his complaint. Canvas researched his complaint and we have mailed a detailed response to him at the address we have on file for him. We will continue to communicate with **************** directly. 

• Initial Complaint

  Date:03/18/2024

  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.

  Hello,We need an executive in the loan department to contact us and help resolve insrease of the line of credit we currently have with you. It's been next to impossible to get a resultuon through just the main line. We've been with you for more than 10 years and don't deserve to be treated this way. We're giving you another chance before we take our business with a different financial institution.

  Business Response

  Date: 03/28/2024

  Canvas reviewed Mr. *********** complaint, and we have attempted to reach him on several occasions. As of the writing of this response, we have not been able to speak with him. If *********************** would like to discuss his concerns we encourage him to reach out to Canvas directly. 

• Initial Complaint

  Date:03/16/2024

  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.

  I traded a car that had a lien from Canvas on 2/15/24. March 15 I recieved an email from Canvas stating that my monthly payment is late and that they had tried to contact the dealership but were unsuccessful. I called the dealership and they stated that they had not been contacted but were fully willing to pay the remainder of the payoff ($285.55). I called Canvas to try and ensure that I was not being unfairly saddled with a late payment but was met with a dismissive representative both initially and with loss mitigation. They denied having attempted to contact the dealership as was stated in the email. They refused to reach out to the dealership to resolve the situation. They refused to give me the payoff amount for 2/15, and were unable to give me any information on what date or amount was paid on the loan by the dealership (*********************). Between the two people I spoke to, one said my loan had not been paid off, the other said it had but that $285.55 balance remained. Canvas refuses to acknowledge that I traded the car and that the payoff amount should reflect 2/15/24 and refuses to help facilitate that payment from the dealership as they are more than willing to accommodate. Canvas apparently lied in their email about attempting to contact the dealership.

  Business Response

  Date: 03/28/2024

  Canvas worked with the dealer to obtain the correct payoff balance, which was received on March 20, 2024. The loan will be reported as paid with no delinquency at the end of March 2024. We appreciate Mr. ***** feedback and apologize for the inconvenience. 

  Customer Answer

  Date: 03/28/2024

  I want to make it clear that Canvas did not do anything to resolve this situation. Out of concern for my credit rating, which they were intent on ruining unless I paid them out of pocket, I contacted the dealership and ensured that they took care of the residual amount due on my loan. Canvas refused to do anything at all to help resolve the situation.

• Initial Complaint

  Date:03/04/2024

  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 asked Canvas Credit Union twice to close my account. At no time did they tell me that I need to bring my account positive to close it until they had allowed over 800 in NSF fees to accumulate! Then they did not contact me to work out any kind of discussion as they said they would before putting a 930 dollar collection ILLEGALLY on my credit. I dispute this amount and will take this as far as I need to within the *** to get this removed.

  Business Response

  Date: 03/08/2024

  Canvas spoke with ************** regarding her complaint, and we were able to address her concerns and explain our position. Canvas is reporting her credit accurately. We appreciate her feedback and are happy to address any questions she has in the future. 

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21385404
  
  I am rejecting this response because:
  I explained my position and provided proof to ************************************ which was the email address given to me.  The reporting is not at all accurate.  I have hired an attorney to further assist me with this matter and Canvas will be receiving my formal response soon.  I also emailed Canvas requesting information and have not received the response as required by law to address a dispute.  Please see email attached.

   

  i also 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/18/2024

  This matter is now in pre litigation as CCU send a disputed debt to a collection agency