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Business Profile

Credit Union

Addition Financial Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

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Addition Financial Credit Union has 25 locations, listed below.

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 17 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:05/29/2024

      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.
      Addition Financial is the company that I got a loan with for my solar panels. I have paid for almost 2 years. When I go to the website and sign on it sends me to a savings account. I do not bank with this company at all. The balance on the savings account shows the amount that I started the loan with, not showing what I should be owing by now after 28 payments. I called May 29, 24 9:22am tried to request access to my loan and account. They asked me all the person questioning but wouldnt give me access to my accounts on line. When I asked why I am not able to see in my account all the information that a loan should give me like account balance, payments, be able to make payments, interest, and make a payment. I have no way to make a payment nor able to see my accounts. They have made it so hard to know what is going on with my loan or make a payment. Please help me get access to my account and have all information that a loan should have at my fingertips like all the loans out there. I have loans with my credit union and in my accounts it shows balance, interest, payments, and make a payment. Why does this company hide all this from you? Under the truth in lending act (Regulation Z) its a federal law that protects us by ensuring transparent accurate related disclosure. And the **** requires lenders to provide borrowers with clear information about the loan terms, including interest, payments, total cost. They have not done so nor allowed me access to my loan. I have no information on this loan at all.

      Business Response

      Date: 06/10/2024


      06/10/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              **********************************
                              ********, FL 32750

                              RE:       *************************, Case # ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding ********************** (Ms. *********) correspondence regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ********* concerns to ensure that she was treated properly by the Credit Union.

      In her complaint, ******************** notes that she was unable to access Addition Financials online banking platform to view the details of a loan she obtained from the Credit Union. It appears that Ms. ********* access was temporarily denied due to security precautions. Addition Financial employees have now provided ******************** with instructions on accessing the details of her loan through our online banking platform.

      We hope ******************** is satisfied with this outcome and we look forward to continuing to serve ******************** as a valued member of Addition Financial. ******************** may reach out to the Credit Unions ************** at ************** if she needs additional assistance accessing her account.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ******************************************************************************
      *************
      ************************************

      Customer Answer

      Date: 06/25/2024

       
      Complaint: 21774495

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:04/11/2024

      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.
      I am paying back a loan to Addition Financial Credit Union collections department, and I was told I can only mail a cashier's check or money order to *************************************. I send have sent in by certified mail return receipt requested my payments totaling $4060 for Feb, Mar, April. I have requested a statement showing my payments ad balance and they refuse to provide the information to me stating they do not have the ability. They are required by law to provide this information to my. I want to make good on this loan and I continue to send in payments with out knowing they are being applied to my balance. I am keeping mail records and copies of my cashiers checks. All I want is for them to provide the statement with payments and balance.

      Business Response

      Date: 04/24/2024

      04/24/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              **********************************************
                              ********, ** 32750

                              RE:       *****************, Case # *********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding **************** ****** (Ms. ******* concerns regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ****** concerns to ensure that she was treated properly by the Credit Union.

      In her correspondence, ************** notes that she was unable to obtain a reconciliation of loan payments made to Addition Financial. These payments related to a defaulted loan that was charged off by Addition Financial. The loans charged-off status halted the automatic generation and mailing of loan statements. However, your loan payments were being properly tracked and applied to your loan balance by the Credit Union, as outlined in the loan transaction history provided to you on April 12, 2024. Following a payment of $2,660.00 made on April 17, 2024, your Addition Financial personal loan balance stands at $6,174.57. You may obtain updated loan payment summaries by contacting Addition Financials ********************** at ************.

      We hope ************** is satisfied with this outcome and we look forward to continuing to serve ************** as a valued member of Addition Financial. ************** may also contact me at ************************************ or ************** with any additional questions or concerns regarding this matter.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ******************************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:02/26/2024

      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.
      The date start on 8/3/2023 for a charge of amberhomekitchen for *****. It was reported 9/2023 as a fraud on the act it was two charges that appeared both e=was reported as fraud but only one was approved. I was out of the county during these even just return on these dates. I called on 11 spoke with ***** 11/2023 to remove because I receive a late notice and my account due to none payment. then they reported it wa in process since until today. sitting on someone desk. my card has been canceled since this time I spoke with ****** at ************ to remove information from credit reports, ************ and **** at card services and Sercuity team ****** and disrupt for 3 hours or two hours regarding my concern. It still in pending and nothing has been done. I got a letter 2/15/2024 for the first time in pending status. My credit report remain in jeopardy , and the money they charge my card of ****** out of my saving with a close card now

      Business Response

      Date: 03/12/2024

      03/12/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:       ***********************, Case # ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding *************************** s (Ms. ******** concerns regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed Ms. ******* concerns to ensure that she was treated properly by the Credit Union.

      In her correspondence, **************** noted that she disputed two credit card charges as fraudulent. One of these claims was approved and the other denied. After further research of Ms. ******* complaint, the decision to deny one of the disputes was reversed and the claim has now been approved. Addition Financial contacted **************** to apologize for the inconvenience caused by this experience. The Credit Union has also removed the late payment notation from Ms. ******* credit report and fully refunded the amount of the disputed transaction and all associated fees.

      We hope **************** is satisfied with this outcome and we look forward to continuing to serve **************** as a valued member of Addition Financial. *************** may contact me at ************************************ or ************** with any additional questions or concerns regarding this matter.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:02/25/2024

      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 used this credit union as my sole bank for everyday life both checking & savings. My grandmother passed away & I went to the branch in ***************** to deposit some cash in the *** so I could buy a plane ticket to fly home to be with family. I did the transaction on the *** at the end when it was being finalized its better on my cash and a receipt saying I need to speak with a teller. I had to leave the drive-through *** go back around the building and go through to a teller who then told me that when I signed up my credit score was too low to qualify me for the ability to deposit cash at the ***, her exact words were some people ruin it for everyone else. Ive never heard of a bank that limits how you can deposit your money into your account, I switched to a more reliable bank who is not going to look at me as a number and not let me deposit cash how I want I submitted a ticket to close my account as they had charged me some ridiculous fees and after the experience that I had. I was told I needed to go into the branch and speak with a branch manager however the hours of operation are exactly when I work and I cannot takeoff time to close out a bank account theres no money in the account I want the account closed I want all the ridiculous fees removed and I want to be done with this company. I was treated after I lost my grandmother and was trying to make arrangements to be with family was absolutely ridiculous and the fact that they expect you to handle all of your business during regular operating hours because they indicate that my credit score is not good enough to utilize a self-service option like an ***. I want this account closed and brought a zero dollar balance and I want to be done with addition financial I will never use them again

      Customer Answer

      Date: 03/01/2024

      I spoke with a representative on the phone who basically told me that until the fees are paid or the charges are removed that they will not be able to close my account. Had the account been closed as I requested there would've been no way for anyone to try & charge the account & therefore the fees that were tacked on would not be an issue. They are fees that are charged by the bank and are easily things that could be credited to close the account completely and walk away from this situation.

      Now it looks like they have charged off my account as bad debt without allowing me to try to come to a final resolution with them. I will never recommend this financial institution to anyone, they have horrible demeaning customer service and they're not willing to be accommodating and charge outrageous fees. 

      Business Response

      Date: 03/08/2024

      03/08/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:       ***************************, Case # ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding ***************************** complaint regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed ********************** concerns to ensure that he was treated properly by the Credit Union.

      ******************** indicated that his attempt to deposit cash at a Credit Union branch ATM was declined. The Credit Unions teller advised ******************** that, due to the terms of his account, ATM cash deposits must be conducted at any Credit Union branch office. ******************** stated that his work schedule does not allow him enough time to visit a branch.  Also, he requested the fees charged to his account be reversed and his account closed.

      A Branch Operations Regional Director contacted ******************** and informed him of the Credit Unions Saturday hours and night drop as convenient options. As a one-time courtesy, the Credit Union refunded a portion of the fees incurred by ********************** account and notification of the refunds was sent by mail to ********************. In order to close his account, ******************** will need to deposit sufficient funds to cover the remaining negative balance fees.

      We wish ******************** the best. He may contact either me or visit any Credit Union branch with additional questions or concerns regarding this matter.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      1000 ************.
      *********, ** 32746
      *************
      ************************************

      Customer Answer

      Date: 03/21/2024

       
      Complaint: 21343699

      I am rejecting this response because:

      Consumer
      Most Recent Message
      Date Sent: 3/1/2024 12:19:36 PM

      I spoke with a representative on the phone who basically told me that until the fees are paid or the charges are removed that they will not be able to close my account. Had the account been closed as I requested there would've been no way for anyone to try & charge the account & therefore the fees that were tacked on would not be an issue. They are fees that are charged by the bank and are easily things that could be credited to close the account completely and walk away from this situation.

      Now it looks like they have charged off my account as bad debt without allowing me to try to come to a final resolution with them. I will never recommend this financial institution to anyone, they have horrible demeaning customer service and they're not willing to be accommodating and charge outrageous fees. 



      Sincerely,

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

      Business Response

      Date: 03/26/2024

      Note: US ****** Services correspondence dated 03/06/2024 was sent to ***************************.  The credit union made several attempts by telephone to address ***************************** concern, but he has not returned our calls.  *************************** should contact Addition Financial Credit Union Regional Director *************** at ********************************** or by phone *************************** to discuss his account further.

    • Initial Complaint

      Date:02/13/2024

      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.
      Someone used my debit card without my consent and bank says I have used my debit card in the area where the fraud occurred and I put money in my account right before it was done so it looks like I was involved.

      Business Response

      Date: 02/27/2024

      02/27/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:       *************************, Case # ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding Mr. ************************* (********************) concerns regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed ******************** concerns to ensure that he was treated properly by the Credit Union.

      ******************* alleges that a third party used his Addition Financial debit card to make purchases without his authorization. Addition Financial conducted an investigation into ******************** claims and subsequently declined his request for reimbursement.

      I invite ******************** to contact me directly at ************************************ or ************ to discuss this matter in more detail.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:02/05/2024

      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 sold solar panels over 1 year ago but the. Solar panels were never approved by the city because the company who sold me the solar panels did not have permits to operate and they went to bankruptcy and now the addition financing company wants me to pay them for the solar panels but the services were never turned on until today and now they want time to pay them even thought I do not have the service. I have asked the company to help me get the service turned on and Ill be happy to pay on what we agreed on

      Business Response

      Date: 02/20/2024

      02/20/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:       *******************************, Case # ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding ************************************* (************************) concerns regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed ************************ concerns to ensure that he was treated properly by the Credit Union.

      ********************* disputes the debt she obtained from the Credit Union to finance the solar energy system for her home. Addition Financial completed its role in *********************** solar transaction by providing funding for the loan to Sunlight Financial ************* (Sunlight). Sunlight negotiated ************************ solar loan agreement and was responsible for vetting, hiring, monitoring, and paying *********************** solar panel installation contractor. As such, ********************** should present any concerns about the condition of her solar energy system to Sunlight and/or the contractor that was retained to install the solar energy system.

      I invite ********************** to contact me directly at ************************************ or ************ to discuss this matter in more detail.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:01/11/2024

      Type:Order 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 signed a contract 6-11-21 with Sunlight Financial to purchase a solar electrical system from ************ LLC of ********* **. ************ worked with Sunlight Financial to immediately provide financing for their projects around the country. (They also used Dividend Financial). Sunlight assigned my loan to Addition Financial immediately.The payment schedule spelled out on the contract for the solar said that payments would be 30% at signing, 60% at installation and 10% upon completion. ************ came out and screwed the panels down to my roof but did not hook them up to the electrical panel. The first time that it rained, my roof leaked in four places. VS came out and removed my panels, patched my roof and reinstalled the panels in the proper place. My roof leaked again. They patched my foam roof with asphalt tar, damaging my roof so badly that it needs to be replaced. That's going to cost me $30k. I called AF in early 2022 and told them the trouble I was having with ************. Since my panels were never installed (The contract calls for a 5-day load test before the system can be accepted. The panels were Never wired to the electrical panel on my house.) I wanted AF to know that I was having problems with VS and that they should not pay them anything until the issues were resolved. Imagine my surprise when I was told by AF that they had already paid VS in full. I have been trying to resolve this since that time.I filed a complaint with the *********** in early 2023 and started a series of inspections and hearings that VS did not attend. VS was given months to respond and was told that their license would be suspended on November 27. It was. This is the same day that VS furloughed all of its employees and started filing for bankruptcy.Addition Financial (Sunlight) did not follow the terms of the contract and fraudulently paid VS in full. I want the loan cancelled.

      Business Response

      Date: 01/25/2024

      01/25/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********,** 32750

                              RE:       *********************, Case # ********

      Dear BBB Consumer Affairs Representative:

      Thank you for forwarding *************************** (*****************) concerns regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** has reviewed ****************** concerns in order to ensure that he was treated properly by the Credit Union.

      ****************** correspondence alleges that Addition Financial did not follow the terms of ****************** loan agreement. However,Addition Financials sole involvement in ****************** solar transaction was providing funding for a loan that was extended to **************** on fair and reasonable terms. The Credit Union has never had any communication with or control over Vision Solar LLC (Contractor). Addition Financial completed its role in ****************** solar transaction by providing funding for the loan to Sunlight Financial ************* (Sunlight), which negotiated ****************** solar loan agreement and was responsible for vetting, hiring, monitoring, and paying the Contractor.As such, **************** should present his concerns about the performance of his solar energy system to Sunlight.

      However, the Credit Union is willing to offer a loan extension to **************** to allow time for Sunlight and **************** to discuss the situation. I invite **************** to contact me directly at ************************************ or ************ to discuss this loan extension.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      **************
      ************************************

      Customer Answer

      Date: 02/02/2024

       
      Complaint: 21126679

      I am rejecting this response because: Sunlight Financial has contacted me and said that Addition Financial is the company that could cancel this loan. How in the world can you say that you arent responsible for following the terms of the contract? Why would you fund something that you dont understand? I should be able to expect that you will follow the contract of someone your company is in cahoots with. Vision Solar told me that if I did my financing through you, it would be quick and easy. I didnt expect you to not follow the Vision Solar contract since you were providing the funding. 
      I have been dealing with Vision Solar for 2 1/2 years because they caused ******* to leak in four places and have refused to fix it. Now I am looking at a $40k bill to fix the damage. 

      It also says on my contract that a 5 day load test must be performed before the system is accepted. The panels were never connected and the test never done. 
      Release me from this loan. 

      Sincerely,

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

    • Initial Complaint

      Date:01/10/2024

      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.
      I am deeply troubled by the unauthorized sharing of my nonpublic information with credit bureaus, resulting in inaccuracies on my credit report. This violates my privacy rights under 15 USC **** Section 602 and contradicts 15 USC **** Section 604 A Section 2 regarding the need for my written consent.The inaccurate reporting, especially in regard to payment history, breaches 15 USC **** B, causing significant financial and emotional distress. I request immediate rectification of these errors and a prompt resolution plan. Please address this matter urgently and rectify the inaccuracies associated with 664003****Despite multiple attempts to resolve this issue with both the data furnisher and the credit bureau, proper protocol and procedure have been ignored in the requests for removal of inaccurate and fraudulent information. The burden of proof to deny my request has not been met, despite submitting multiple FTC reports, signed witness statements, and affidavits.I have provided sufficient information to prove my identity, and any request for more sensitive identifying information, considering my identity theft victim status, could contribute to further misuse. Continuation of denial infringes upon my federally protected rights under the ***** Fair Credit Billing Act, Truth in Lending Act, and Equal Credit Opportunity Act.Due to repeated denials without tangible proof or a sworn affidavit from the credit bureau, asserting legal proof that the items were not from identity theft, these items should be removed immediately, complying with the 5-day mandate of Federal Law.

      Business Response

      Date: 01/23/2024

      01/23/2024        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:       *************************, BBB ID ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding ************************* complaint regarding Addition Financial Credit Union (Addition Financial or Credit Union). Addition Financials **************** reviewed **************** correspondence to ensure he was treated properly by the Credit Union.

      In his complaint, **************** alleges that the Credit Union has inaccurately reported his automobile loan payment history to the national credit reporting bureaus. Addition Financials **************** has reviewed **************** loan documentation and account history and verified that **************** purchased an automobile with the proceeds of an Addition Financial loan and that several of his required loan payments were not paid in a timely manner prior to the automobile being sold to a third party and the loan repaid. Thus, Addition Financials reporting of **************** loan payment history to the credit bureaus was found to be accurate and proper. Thus, the Credit Union is unable to provide additional assistance to **************** related to his credit history.

      *************** may contact either me or our ********************** at ************ with any additional questions or concerns regarding this matter.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:11/27/2023

      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 contacted our bank about a concern, my wife was expecting her paycheck to be deposited on Wednesday (day before thanksgiving), by Friday it still hadnt deposited. She contacted her job and they said it was deposited, she had her paystub but still nothing. We always schedule bills to withdraw on those days and of course because somehow it didnt deposit (her job said it is not on their side) there were several overdrafts. I called and they said they couldnt help us with the fees and that they couldnt stop anything from over drafting. As of today they only refunded one over draft fee. In the times we are living in right now we cannot have that many fees at $35 each! There were at least 4 and the fact this bank never stops them. Super disappointing especially since this account has been open for about 25 years. Were going to be researching some other banks.

      Business Response

      Date: 12/09/2023

      12/08/2023        VIA Electronic Mail
                              Better Business Bureau of Central Florida, Inc.
                              *************************************************
                              ********, ** 32750

                              RE:      *************************, BBB ID: ********

      Dear BBB Consumer Affairs Representative:
      Thank you for forwarding ******************************* (****************) complaint regarding Addition Financial Credit Union (Addition Financial). Addition Financials **************** has reviewed **************** concerns to ensure that ************** was treated properly by Addition Financial.

      ************* states in his complaint that a direct deposit payment was unexpectedly delayed in posting to his account, resulting in several Courtesy Pay fees being charged to his account. ********************************************* reviewed **************** account history and determined that several payments out of **************** account were funded by Addition Financial instead of being declined due to insufficient funds, which resulted in the Courtesy Pay fees accruing to **************** account.

      ********************************************* reviewed **************** account activity and the fees charged to his account. All fees charged to **************** account were found to be fair and proper. During this review, it was noted that **************** account has previously received five Courtesy Pay fee refunds. However, Addition Financial,as a courtesy to **************, has refunded one of the Courtesy Pay fees that were the subject of **************** November 27, 2023 complaint. ************** may prevent future Courtesy Pay fees by calling Addition Financials ************** at ************** and opting out of the Courtesy Pay program.

      We look forward to continuing to serve ************** as a valued member of Addition Financial. ************** may contact me at ************ or ************************************ with any additional questions or concerns regarding this matter.

      Regards,
      ***

      ********************************, Assistant General Counsel
      Addition Financial
      ****************************************************************
      *************
      ************************************

    • Initial Complaint

      Date:09/26/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      Dear Addition Financial Investigation Department,

      I am writing to formally dispute a $35 Non-Sufficient Funds (NSF) fee that was incorrectly charged to my account due to an unauthorized ACH charge. This incident occurred on September 14th, 2023, and I promptly contacted Addition Financial on September 20th, 2023, to address the issue.

      During my initial call, I spoke with a representative named Lewis, who assured me that he had escalated the matter to the management team. He stated that I would receive a call back within 24 hours. However, despite his commitment, I did not receive any follow-up communication within the promised timeframe.

      Given the lack of response, I reached out to Addition Financial again on September 22nd, 2023, and this time, I spoke with a manager named Juan (extension 3035). Regrettably, my experience with Juan was less than satisfactory. He was dismissive of my concerns and, in a rather rude manner, refused to credit the $35 NSF fee.

      I am deeply concerned about this situation as it involves an unauthorized charge and an unjust fee assessment. I firmly believe that Addition Financial has made an error in charging this fee, and it is imperative that this matter is thoroughly investigated and resolved promptly.

      I kindly request that the Addition Financial Investigation Department conduct a comprehensive review of this case to ensure a fair and accurate resolution. I believe that I am entitled to a refund of the $35 NSF fee, given that the ACH charge was unauthorized, and the promised follow-up communication did not occur as per Lewis's assurance.

      I am willing to provide any necessary documentation, including records of my calls to Addition Financial and any other supporting evidence, to facilitate this investigation. Please treat this matter with the urgency and seriousness it deserves, as I am determined to resolve this issue and ensure the integrity of my account.

      Your prompt attention to this dispute is greatly appreciated, and I look forward to a swift resolution of this matter.

      Sincerely,

      ******** ****** 
      Account Number ************** ************ ********************

      Business Response

      Date: 10/10/2023

      10/10/2023        VIA Electronic Mail
                              Better Business Bureau
      of Central Florida, Inc.
                              1600 S. Grant Street
                              Longwood, FL 32750

                              RE:       ******** ******* *** *** ********

      Dear
      BBB Consumer Affairs Representative:
      Thank
      you for forwarding ******** ******** complaint regarding Addition Financial
      Credit Union (“Addition Financial” or “Credit Union”). Addition Financial’s Legal
      Department has reviewed Ms* *******s complaint to ensure she was treated
      properly by the Credit Union.

      Ms.
      ******’s Addition Financial account incurred two non-sufficient funds (“NSF”) fees
      in September of 2023. An NSF fee is charged when an account lacks the funding
      needed to cover a pending transaction. The Credit Union’s NSF and other fees
      are provided in its Fee Schedule, which is available at all branches and online
      at www.additionfi.com/feeschedule. Addition Financial has reviewed the NSF fees
      charged to Ms* *******s account and, as a one-time courtesy, has refunded one of
      the NSF fees charged to Ms* *******s account. We hope Ms. ****** is satisfied
      with this outcome.

      We
      at Addition Financial value Ms* *******s Credit Union membership and wish her
      the best. Ms. ****** may contact me at ###-###-#### or jm*******@additionfi.com
      with any additional questions or concerns regarding this matter.

      Regards,
      Joe

      Joseph
      A. M*******, Assistant General Counsel
      Addition
      Financial
      1000
      Primera Blvd.
      Lake
      Mary, FL 32746
      ###-###-####
      ************************

      Customer Answer

      Date: 10/11/2023



      Complaint: ********



      I am rejecting this response because:

      When I spoke to the first representative, I successfully had one of two Non-Sufficient Funds (NSF) fees associated with my account waived by the bank. However, I am reaching out today regarding the second NSF fee charge, which was not waived. I find it necessary to provide context and explain the circumstances surrounding this request for resolution.

      It is essential to clarify that my primary concern stems from a lack of prior knowledge about the NSF fee charges and their immediate occurrence. Had I been made aware that disclosing my account and routing numbers could result in such charges, I would have never provided this information. The absence of this critical information left me unprepared for the financial implications of my actions.

      Furthermore, the situation is complicated by the fact that I was unaware of the timing of these charges, which happened immediately upon the transaction. In essence, this lack of transparency and the abrupt imposition of the NSF fees have created an unjust financial burden for me.

      I am writing to respectfully request a review and reconsideration of the second unwaived NSF fee. I believe that given the extenuating circumstances surrounding this matter, it is in the best interests of both parties to reach a fair and equitable resolution. I hope we can engage in constructive dialogue and work towards a mutually satisfactory outcome.

      I kindly request that you investigate this matter, considering my genuine lack of prior knowledge and the immediate financial impact it has caused. I am open to discussing this matter further and providing any necessary documentation to support my case.

      Thank you for your attention to this issue, and I look forward to a prompt response. Please feel free to contact me to initiate further communication.


      Sincerely,



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

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