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Business Profile

Credit Union

Connex Credit Union
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Connex Credit Union has 8 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/27/2024

      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.
      The credit union website was down for for a service upgrade back in September the weekend of the 27 I called and spoke with a representative over the phone because I was trying to access my account online could not the representative told me the website was down I can use the ATM to access my account. i went to the ATM as instructed by the representative and try taking out 300 dollars the ATM give me an error when the website come back up it showed the money was taken out. I immediately contacted connex when I notice the discrepancy I was told to fill out a claim paper that was going to be e-mail/mail which i did and send back connex never address the matter i called to the bank to follow up and was told that they did not have the paper i send in then was told oh they have it but it needed to be be sign which this was done the first time. i sign and send document again to the back received a letter in the mail today 12/26/2024 stating that they will not be refunding me my 300 dollars that is missing from my account due to time frame, connex system was down on the weekend of 9/27 for maintenance which is why my account had the discrepancy that now they refused to correct and want to steal my hard earned money. i been going back and fourth since Steptember with this back. when i send everything on time and conext was basically giving me the run a around to run the clock out and fix their mistake the atm has video the location where atm is located has video and plus their calls are recorded so they can go back to see how many times i called to follow up on this. also lets not talk about how many times i reach out to the back for help with the excess amount of money the change me for overdraft fees and refused to help me i been a member for over 10 plus years.

      Business Response

      Date: 12/30/2024

      Mr. *********:

      Thank you for forwarding this complaint to me. Upon receiving the complaint Connex immediately began a
      review of the details of this case.  We have credited our member the $300
      in question, and do not require any additional action on his part.  Thank
      you for the opportunity to successfully resolve this complaint by meeting our
      member’s desired resolution.

      Sincerely:

      Jason R********

      VP, Branch Administration

      Connex Credit Union

    • Initial Complaint

      Date:08/21/2024

      Type:Customer Service 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.
      Paid 45$ for expedited title service. I paid off car loan. Asked and paid 45$ to have title expedited in 10 business days. Connex waited 9 business to send paperwork now I am waiting another 10 business days for “expedited service”. Can not speak to management and call center says it’s not their department!

      Business Response

      Date: 08/21/2024

      Good Afternoon:

      Thank you for sharing the detail of this complaint.  Prior to receiving this complaint today, we reached out to the complainant this morning in reaction to the 'Review' which was received yesterday.  We spoke with the complainant, and proactively offered to refund the fee in question, thus successfully meeting the stated desired resolution.  In addition, we have already addressed the servicing concerns expressed, and have apologized for this experience.  Thank you for the opportunity to successfully resolve this complaint.

      Sincerely:

      Jason R********

      VP | Branch Administration

      Connex Credit Union

    • Initial Complaint

      Date:11/15/2022

      Type:Billing 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.


      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,



      ******* ****** was told they can not give me any account # or routing # that my $4,000.00 went to. I have filed a police report for fraud. Connex brought my info to their fraud dept. and the results were that Connex does not have the rights to go back and dispute this again.
      Doesn't Connex have insurance to protect their customers from fraud? I've been a customer for over 25 years and feel like they do not care about me.

      Business Response

      Date: 11/23/2022

      **********

       

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

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

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

      ********* **  *****

      ***  ********* ***********

       

      *** **********Thank you for sharing the complaint correspondence received
      from the complainant. 

      An
      investigation and management review of the fraud claim was conducted.  As a result, the funds in question have been
      applied in full to the complainant's account, providing the desired resolution for
      her complaint.  This will be a permanent
      credit to her account.

      Thank you for the opportunity to resolve this complaint. 

      Sincerely:

       

      Jason R********

      AVP | Customer Advocacy

      Connex Credit Union

    Connex Credit Union is BBB Accredited.

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