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Business Profile

Credit Union

Canvas Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Canvas Credit Union has 35 locations, listed below.

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    Customer Complaints Summary

    • 87 total complaints in the last 3 years.
    • 35 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/20/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They had taken my car falsely they damaged it and now refuse to pay for any damages.

      Business Response

      Date: 02/23/2024

      Canvas has attempted to reach ************* by phone and we have been unable to speak with him. Canvas is happy to assist ************** if we can connect with him. We encourage him to reach out to Canvas directly to address his concerns. 

    • Initial Complaint

      Date:02/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 got a call and was scammed off of my phone through an app that hacked my phone and they stole over $1600 out of my account. I was told by a representative of canvas over the phone that all of my money would be put back into my account. I went down to the bank on Saturday to get my new account numbers and new credit card and debit card. And the dispute department on that side said. I wasn't eligible to get any money back and It was one my problem to deal with not theirs. So I got $1600 stolen out of my account and they said I'm not insured.

      Business Response

      Date: 02/22/2024

      Canvas spoke with ******************** regarding his concerns, we were able to review his account and transactions with him and answer his questions. We feel Mr. ********* concerns are resolved. If he has further questions, we encourage him to reach out to Canvas directly. 

      Customer Answer

      Date: 02/22/2024

       
      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:01/24/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Canvas CU refuses to post all my monthly car payments to CRA's per FCRA.

      Business Response

      Date: 02/09/2024

      Ms. ********* complaint is regarding a request for statements and a credit reporting question. Canvas has spoken with ******************** on several occasions regarding these two items. We have emailed statements to her, and we have explained that statements are available to her through online banking, there is a charge to her if she requests Canvas email or mail statements. We have also spoken with ******************** regarding her credit reporting, Canvas is reporting her payment accurately. She has completed many credit disputes which may be contributing to the variances she sees when she reviews the reports she gets from a third party. 

      Customer Answer

      Date: 02/09/2024

       
      Complaint: 21195426

      I am rejecting this response because: Creditor, Canvas CU is misrepresenting their answer.

      1. Canvas did not say in their AZ BBB answer, they are reporting TO THE CREDIT BUREAUS EACH MONTH AS REQUIRED per FCRA.

      2.Canvas CU is dragging down my credit score FCRA and ARS 44-1522 is FRAUD by not reporting my monthly payments and they are showing up as "ND".

      3. Canvas CU is misrepresenting in their answer, on line, consumer may not get entire transaction history. Deceptive business practices, ARS 44-1522 is Consumer Fraud.

      4. Consumer's Transaction History is consumers property and that is theft.

      There fore, Canvas failed to respond and is guilty.

      Sincerely,

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

    • Initial Complaint

      Date:01/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 charged 5 Safety Net fees at 30 dollars a piece, after I've repeatedly asked Canvas Credit Union to turn off that feature on my card and they said they did. Canvas Credit Union has assured me this Safety Net feature was turned off multiple times over the past year, when it was not. Additionally I had a payroll deposit pending and it was a holiday weekend so I thought my card was working because of the pending deposit and holiday weekend. I want my fees refunded. They lied to me to make money off of me. They need to be held accountable for lying and messing up by forcing a feature on me that I've requested be shut off a long time ago.

      Business Response

      Date: 01/30/2024

      Canvas spoke with ******************** regarding her concerns, we were able to speak with her to answer her questions and refund some fees. We feel ******************** understands how her account is structured and we feel her concerns are resolved. If she has further questions,we encourage her to reach out to Canvas directly. 

    • Initial Complaint

      Date:12/31/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Had fraudulent charges on my debit card. Immediately blocked my card and call canvas. Havent had any help from anyone. A few days later go into canvas to get a new debit and the teller called canvas fraud department to help me and the canvas rep told the teller I was lying. Very unprofessional and been with this bank for 15 plus years and through every business change. Definitely will be changing banks immediately

      Business Response

      Date: 01/17/2024

      Canvas spoke with ******************** regarding her dispute in December, we have attempted to reach her again recently and we have not had a response from her. We are happy to discuss her concerns and encourage her to contact Canvas directly. 

    • Initial Complaint

      Date:12/22/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Back in October of 2022 some one stole my identity and hacked my two savings accounts and my one checking account and this bank did nothing to help me or to protect me from that and left me with the bull to pay for something that I had no control over. Now I had a seizure in November of 2023 and cant return to work until February ************************************************************************** to drive Ive been trying to communicate with them to get help with my auto loan payment and there still doing absolutely nothing to help me on my auto loan due to the identity theft Ive asked to speak with a manager or a supervisor and will not get transferred to one Ive called on couple different occasions to keep them in the loop on whats going on and Ive sent an email to speak with a manager and still havent gotten a call back from a manager or supervisor.

      Business Response

      Date: 01/03/2024

      Canvas reviewed Mr. ******** complaint, we have recently communicated with him and explained our position and his account status. If ****************** has further questions we encourage him to reach out to Canvas directly. 

    • Initial Complaint

      Date:12/03/2023

      Type:Billing Issues
      Status:
      Answered
      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 bought a car after getting divorced and financed a portion only to build my individual credit. The dealer informed me I would receive information form Canvas Credit u ion in the mail to set up payments. After not receiving the required information after a couple months I called the company and was told my payment was now due. Which I happily paid and set up electronic payments over the phone. They never I toasted the automatic payments. Over the next several months. This continued for months in which I would call set up electronic payments again after making a manual payment over the phone. I am a federal civilian always make every attempt to make automatic payments to avoid these types of situations. I called and signed documents each time asking the question please ensure this will not be reported to the credit bureaus because I have done everything in my power, multiple times, to ensure this was completed and handled correctly.Also, this form asked for some information about veteran and federal civilian service status and I was u able to provide a full answer. I am both a federal civilian for a ********** of ************** and a veteran form our war in ***********. Though I have no idea why this information is being requested.

      Business Response

      Date: 12/21/2023

      Canvas reviewed ******************** complaint and credit dispute,we have updated the credit file to accurately reflect the correct payment history. Canvas has notified ****************** of the update. If he has further questions we encourage him to reach out to Canvas directly. 

    • Initial Complaint

      Date:11/30/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 issue started on Tuesday night (11/28/23) when a towing company (*********************) came and towed our truck. Like usual, we had some financial difficulties that prevented us from paying so we sought to settle this with Canvas Credit Union and payed them what was owed right away. We went to pick up our truck this Thursday and we noticed many things were missing inside our truck. Along these things were tools and my sons boxes we were going to deliver to him before the car was towed. Our car also had visible damage to it and were concerned they may have also damaged the transmission by the way and how it was parked when it was towed. When we asked the employee where our stuff was, he started being very aggressive and threatened us saying, we know where you live and you have no idea who youre dealing with. We talked to Canvas Credit Union about this, they claimed to have no responsibility for this and they only sent a third party to repossess the truck. This was very unprofessional and caused us not only even MORE financial difficulty but also damages were made on my personal vehicle that I use for work. Absolutely horrible.

      Business Response

      Date: 12/13/2023

      Ms. ****** complaint is in regard to a vendor Canvas employed. She claims the vendor damaged her vehicle. ****** claims and correspondence should be directed towards that company. Canvas has spoken with ************** and explained our position and encouraged her to reach out to the vendor and to file a police report if she feels that is necessary. 

    • Initial Complaint

      Date:09/20/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 Bank Canvass credit union was issued a check for the amount of ****** to pay off a vehicle loan that the payoff came to 18.446.00 and now the bank is refusing to refund the remainder of the check ****** and claiming they are charging me for Septembers payment when i relinquished the mustang on August 25,2023 and the check covered the full loan. This bank is with holding a sum of 500 and is refusing to provide it back.

      Business Response

      Date: 10/02/2023

      **************** had an auto loan with Canvas. **************** sent in a check to pay off the loan, and the excess funds from the payoff were placed in her account. The day after applying the payment,Canvas received a stop payment request on the check from ****************, so the payment was reversed and Canvas took the account into the negative to cover the reversed amount. This history was reflected in the document **************** attached to her complaint. We are happy to discuss with **************** if she has further questions.

    • Initial Complaint

      Date:08/25/2023

      Type:Billing Issues
      Status:
      Answered
      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 had nearly $1000 dollars stolen from my account spread over 4 charges from the same *** in a store that no one in my home goes to. I disputed the charges on 8/3 , the bank refunded me. Next we get a letter stating that 1 of the disputes has been overturned and the bank would take back $103 of those dollars back on 8/25. Called the disputes ***** to be told that we stole our money. On 8/25 the bank took funds from our account equal to all 4 charges in question with out notice. Through all of this we requested for the *** fraud ***** to contact me multiple times to work on this problem and were never contacted or transferred. On 8/25 after another call to the disputes ***** the fraud **** contacts me to tell me I need to file a police report and try to get camera footage that is now over a month old to make them believe that my wife and I didn't steal our money.

      Business Response

      Date: 09/05/2023

      Canvas reviewed Mr. ******** complaint, we have spoken with him to explain our position. At this time we are continuing to work with him while he gathers further evidence he did not make the *** transactions. Canvas will follow up with ****************** directly. 

      Customer Answer

      Date: 09/11/2023

       
      Complaint: 20522736

      I am rejecting this response because:
      Canvas is not actually working to resolve the issue, they are holding strong in saying that their fraud investigators can't help unless I investigate the fraud myself, and I still have not been contacted by Canvas regarding the fraud, or the blatant disrespect and slanderous accusations my wife and I have endured.
      Sincerely,

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

      Business Response

      Date: 09/29/2023

      Canvas has spoken with ****************** on several occasions, we have explained our position and what we would need to continue to investigate. 

      Customer Answer

      Date: 09/29/2023

       
      Complaint: 20522736

      I am rejecting this response because: Canvas Credit union is not investigating anything they are requiring me to investigate. Furthermore, they have not contacted me multiple times, only once, and absolutely no correspondence about the slanderous accusations and disrespect my wife and I have endured from their employees. I have provided them a police report number, and have done everything they have asked of my and have been a member with Canvas for over a decade, and this is the treatment I recieve? UNACCEPTABLE!!!

      Sincerely,

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

    Canvas Credit Union is NOT a BBB Accredited Business.

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