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Business Profile

Credit Union

Dover Federal Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Dover Federal Credit Union has 7 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 6 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:06/24/2024

      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.
      The past 2 to 3 years of banking with Dover Federal Credit Union have been distressing and atrocious, with the conduct of select employees being alarming to the point that I've had to wonder if these individuals have a personal issue with me. Any request for information or documentation to support and verbal regards given by staff has always been disregarded. The staff refuse to show any guidelines of products they offer, outside of what's advertised online and I was informed by various staff that the online criteria is just for marketing purposes to get people to inquire. ( that in itself is false advertisement, and a form of steering which is against the consumer which in turn most likely violates a consumers rights). When I attempt to conduct business at Dover Federal Credit Union there is always an issue even down to depositing money. There have been times I have to take pictures of my money in my lap before I send it through the drive thru tube because a random teller may "miscount" the amount i sent in. In situations like these I tend to ask if the events that transpired are normal or regular practices that follow company policy or guidelines, and I'm given a "no' as a response. That alone shows discrimination and Bias. When applying for various products Dover Federal has been very shady in their doing business with me and from what I've learned I believe they have been staring me in various situations that are not beneficial to my being as a person and consumer. I attempted to get a business loan, apply for a home, and a car, I had and still have a very detailed business plan for three different business 1 of which is solely operated by myself and Dover Federal would not entertain my request, I at the time needed a home attempted to get a home loan i was rejected without my credit being processed.
      i can email the remainder of the desciption.

      Business Response

      Date: 06/26/2024

      Please
      accept this as a response to the above member’s concern that was received in
      our office. In compliance with the Gramm-Leach-Bliley Act and National Credit
      Union Administration regulations, Dover Federal Credit Union will not comment
      specifically on this matter. However, we are currently working with Mr. *********
      concerning the referenced complaint.

      Customer Answer

      Date: 07/02/2024

      Better Business Bureau:


      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.no one from the company has contacted me in any means… so I do not see how they claim to be working with me.I will accept complete pay off of my vehicle loan and the title turned over to myself.
      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.




      Regards,
      Complaint ID: 21895065
       



       

      Business Response

      Date: 07/22/2024

      Please accept this as a response to the rejection from Mr. ********* that was received in our office on 7/17/2024. In compliance with the Gramm-Leach-Bliley Act and National Credit Union Administration regulations, Dover Federal Credit Union will not comment specifically on the details concerning this member.  However, Dover Federal Credit Union has been in contact with Mr. ********* in which he has acknowledged receipt of said communication.  

    • Initial Complaint

      Date:04/16/2024

      Type:Product 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 went on vacation in the beginning of February, I was incorrectly charged on 2/8/24. I contacted the merchant who was supposed to issue a refund of 156.59 on 2/13/24. I also lost my debit card so I had to get a whole new card. A month goes by and I still didn’t see the refund so I contacted the merchant who said they were showing it sent on their side and needed to check into it. I also contact DFCU on 3/21/24 to see if the refund didn’t go due to having to get a new card. After several back and forth Dover federal said on 3/27/24 that they saw the refund wasn’t sent until 3/22/24 and if I didn’t recieve it by that Friday afternoon to contact for a dispute. I gave it until 4/1/24. I was then put in contact with ******* **** for the dispute and she asked for all the proof I contacted the merchant I sent her several emails. She responded they needed to see me reply which was in the screenshots so I resent them. I also let her know Dover federal told me on the online chat they did see the refund attempted on 3/22/24. She advised me to call in to dispute, I did after waiting on hold for 21 minutes. ******* then contacted me again advising I needed to get a new card. I explained again that I did already get a new card as my old card was lost and I believe that’s the issue why the refund never posted. Mrs **** then said give her 48 hours to look into this and it has now been A WEEK and I haven’t heard anything. I should not have to chase around a refund like this when I showed you proof of the merchant saying they refunded it and you guys confirmed you saw the refund attempted on 3/22/24.

      Business Response

      Date: 04/23/2024

      Please accept this as a response to Ms. *****'s concerns that were received in our office. In compliance with the
      Gramm-Leach-Bliley Act and National Credit Union Administration regulations,
      Dover Federal Credit Union will not comment specifically on this matter.
      However, our team is working directly with member to address the details
      noted in the above referenced complaint.

      Customer Answer

      Date: 04/30/2024

      Better Business Bureau:




      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

      I still have not recieved any additional communication from the credit union…. So not sure how they’re working with me. 


      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.









      Regards,


      Complaint ID: 21585954


       



       


       

    • Initial Complaint

      Date:03/27/2023

      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.
      My wife and I have gotten a few car loans and boat loan with Dover Federal Credit union. While getting these loans over the years there was never any mention of crosscalletrrization loans NEVER! Time passed and we had gotten a Home equity line of credit through them! Again no mention of crosscalleterization in the loan. Fast forward to now COVID ERA. My wife and I are nurses both getting sick multiple times and getting behind in some payments. We paid two of our loans off a car and boat in order to sell so we can try and get back on top. After being lied to by credit union staff telling us to look through old mail because titles had been mailed out to us. After looking all over the house for old mail we determined that they had not been delivered. Called back the credit union to ask about them we were told this time that they were holding our titles due to the first ever mentioned crosscalleterization of loans. Never explained to us at all and pulling this last minute luring to us continually by staff and this being the company WAY OF LIFE. This is bad business I have paid off two loans and pain up HELOK and last remaining car loan and need my titles to sell items to get back on top of other bills. This makes no sense at all why would someone agree to anything like this at this rate I can not get titles to my items until my HELOK is pain in full in 2033 and by then cars and boat would have no value at all.

      Business Response

      Date: 04/07/2023

      Please accept this as a response to the above member’s concern that was received in our office. In compliance with the Gramm-Leach-Bliley Act and National Credit
      Union Administration regulations, Dover Federal Credit Union will not comment specifically on this matter. However, Mr. **** has been contacted directly concerning the referenced complaint.

      Customer Answer

      Date: 04/12/2023

      Better Business Bureau:




      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.


      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.









      Regards,


      Complaint ID: 19859486


       



       


       

    • Initial Complaint

      Date:07/27/2022

      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.
      This account is showing several violation. Please delete immediately

      Business Response

      Date: 08/07/2022

      Please
      accept this as a response to the above member’s concern that was received in
      our office. In compliance with the Gramm-Leach-Bliley Act and National Credit
      Union Administration regulations, Dover Federal Credit Union will not comment
      specifically on this matter. However, our member has been contacted directly concerning the referenced
      complaint.

    Dover Federal Credit Union is NOT a BBB Accredited Business.

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