Complaints

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

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• 

  Dade County Federal Credit Union

  1500 NW 107th Ave STE 100 Sweetwater, FL 33172-2706

  
• 

  Dade County Federal Credit Union

  29850 S Dixie Hwy Homestead, FL 33033-3352

  
• 

  Dade County Federal Credit Union

  1738 W 49th St Hialeah, FL 33012-3456

  
• 

  Dade County Federal Credit Union

  19501 NW 27th Ave Miami Gardens, FL 33056-2521

  
• 

  Dade County Federal Credit Union

  111 NW 1st Street Miami, FL 33128

  

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:01/16/2024

  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.

  I utilize this institution for deposit accounts and a credit account. I previously submitted documentation to them through **** and digitally asking them to update the name on my accounts due to a legal name change due to marriage. After multiple attempts, I had to call the institution and sit on hold for an excessive amount of time, just to be told that she was incapable of helping and had to wait for a supervisor to call. It was discovered at that time that the person assisting with the update just simply didn't finish the task. This representative was contacted and it was updated on the deposit accounts. So that part is done, but I don't utilize the accounts there as my primary deposit accounts so that is relatively unimportant. I received a credit statement today addressed to the former name. When I attempted to send a digital message, the credit union had blocked me because they do shady things like this to prevent paper trails of their incompetence. I then utilized the chat feature and was told I had to call. When I called, since it was credit, I was transferred to their *********** who informed me that they had indeed not updated the name on the credit account and that she was unable to assist me. She attempted to contact the credit union with me to resolve the issue, but with the excessive hold times (30+ minutes), she was unable. She noted that we had the conversation and I informed her that I would reach out to the credit union through the utilization of the BBB since they are unable to act appropriately without guidance. The desired resolution is to properly update the credit account with the accurate name and to issue a new card with the correct name.

  

  Business Response

  Date: 01/25/2024

  Good morning, attached is the response for complaint #********

  Customer Answer

  Date: 01/26/2024

   
  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.
  

  ******* talked to me on the phone and said everything was resolved. I appreciate her time and work in resolving the issue. She is the most pleasant person Ive spoken to at the credit union in a long time. I was also happy to hear that they are making internal improvements. Please keep me updated. I would like to consider going back to DCFCU for my deposit account needs in the future now that I know theyre making changes. 
  

  Thank you again for the help!
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:01/12/2024

  Type:Product 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.

  On Dec 29 I contacted the fraud department to make them aware of ****** taken from my account. I was on the phone for over 3hrs and got nothing resolved. I spoke with 3 agents who each asked me for my address and social like it was my first time calling.Zero warm transfers or communication between departments. The agent before the fraud agent tried to convince me I took the money out. I haven't been to an ATM or **** of **** county in over 5yrs. Once speaking with fraud agent I understood they were basically a message taking center.This is one of many incidents with this **** were money mysteriously went from a Christmas account to another or called for a hardship due to daughter kidney transplant and never received a call back. Also the fraud agent couldn't order me a new debit card. She told me I needed to be transferred. She attempted to warm transfer me per my request but couldn't stay on the line.After holding for another 10mins the line disconnected.THIS BANK IS THE WORST! I think God this isn't my main account. Why is taking weeks to resolve ****** . This shows me they aren't capable of much. I'll looking to remove our loan ASAP.Please just send me a debit card and my ******.

  

  Business Response

  Date: 01/19/2024

  Attached please find the response to complaint #********

  Customer Answer

  Date: 01/19/2024

  Issue has been addressed. Currently under investigation. 

• Initial Complaint

  Date:11/29/2023

  Type:Product 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.

  Approximately a year ago I contacted DCFCU regarding my credit and debit cards. If I remember correctly, according to a customer service representative my ********************** card was canceled without my acknowledgment. Recently, I got an email with congratulations on the increase in my card, credit limit ... In any case, I contacted DCFCU several times, after the credit union closed the credit card, to explain the current situation; and finally, the representative told me that my card was on its way. I waited more than two weeks, but I never received the promised card. The last time I contacted DCFCU was 11/14/2023 with an explanation that I still had not received the card and asked to cancel the first one as a lost one.Today, 11/29/23, I received the card and the first thing I saw was the balance on the card was $10?!First, some irresponsible person told me that my card was canceled (some kind of stupid joke),Secondly, when I contacted them several times, it took a very long time.Thirdly, the trade union must be held accountable for its mistakes!The bottom line DCFCU became difficult to deal with!Sincerely, DCFCU Member for over 25 years.

  

  Business Response

  Date: 12/08/2023

  Attached please find response to complaint #********

• Initial Complaint

  Date:11/28/2023

  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 am writing to express deep concern and distress regarding the sharing of my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This has caused immense financial and emotional distress.Under 15 USC **** Section 602, I am *********** privacy and accuracy of my information. However, the information furnished to *********** contains inaccuracies, which directly violates my rights as per 15 USC **** Section 604 A Section 2, which mandates that a consumer reporting agency cannot furnish an account without my written instructions.Moreover, under 15 USC **** B, as a creditor, you are prohibited from treating any payment on a credit card account as late for any purpose.The account number in question is ******. I urge you to rectify this situation promptly to comply with federal regulations and to alleviate the significant distress this has caused.

  

  Business Response

  Date: 12/04/2023

  Attached please find response to complaint #******** from Dade County Federal Credit Union.

• Initial Complaint

  Date:11/24/2023

  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.

  A payment on Sept 28 2023 was drafted from my Regions Checking as part of an auto pay for vehicle loan. It was $730.14. My car was paid off and I never received return of the funds. I called, emailed, secure messaged. I was told funds were placed in a savings account I didn't open but they remain on eternal hold.I contacted Manager ************************ **************** ******************** ********************************** And I called multiple times

  

  Business Response

  Date: 11/30/2023

  Attached please find response letter.

  

  Business Response

  Date: 12/01/2023

  see attachments

  Customer Answer

  Date: 12/10/2023

   
  Complaint: 20910684
  
  I am rejecting this response. Not only did I reach out for my address change since August 29, 2023, I have multiple emails and calls that were made about this. My title was mailed to the correct place despite the responder reporting they didn't have my correct address. I am attaching the email of my first notification. I never received a welcome packet nor was I aware there was a savings account opened until I had to make my first payment and saw a savings account. I reported this to a manager that called me when I told her my title was being sent to the state in error instead of me. I purchased a vehicle and didn't know who financed the vehicle until nearly 2 weeks later. Worst customer service and hours of calls with no return call backs and no one who could respond to my questions over and over again. "We will forward your request..."

  I paid off my car due to this inappropriate response after all the calls and emails not because I wanted to pay it off. I would never suggest this company to anyone.

  It is very clear that I had to file a complaint to get my refund because that is the ONLY way my money was going to be returned

  
  Sincerely,
  
  **********************************

• Initial Complaint

  Date:11/22/2023

  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.

  The account information listed directly below is inaccurate, and I dispute the validity of each. As per the **** you must delete all entries to my credit file that cannot be proven to be accurate. Likewise, you must provide me with your Method of Verification. You are a partial owner of the e-Oscar ******* which has proven to be unreliable for the intended purpose of my dispute, and does not constitute the legally required independent investigation that you must conduct.For clarity, the sections of the Fair Credit Reporting Act of **** which are referenced within this letter are: Section 604, Section 609, Section 611, and Section 623. I will assume that by the very nature of your business, I do not need to provide definitions of what is covered under each of these sections individually.The Information as Shown Below Must Be Investigated Immediately. Failure to Provide Adequate Details, Method of Verification, Accuracy of All Dates, Amounts, and other pertinent information will result in the immediate filing of formal complaints with the **** and the **** I reserve my right to *** you civilly in the court ******* which will result in my seeking the maximum allowable penalty for each item.Account Name DADE ****************** FCU Account Number ****************

  

  Business Response

  Date: 11/28/2023

  Attached please find response letter.

  

  Business Response

  Date: 12/11/2023

  see attachment sent on 11/28/2023 9:26 AM

• Initial Complaint

  Date:11/14/2023

  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.

  On 10/7/23 I realized that someone was talking money out of my savings account that started on 9/29/23, and had to put a stop to it myself. I received no fraud alert from the bank and no one called. If l didnt put a stop to it, it may have continued until my account was emptied. Until 9/29/23 the account was only getting deposits and thats what made it strange, not one withdrawal until that point and it triggered no fraud alert. Since then I feel like I have been getting the run around from the bank. All I want is a resolution to this case and my money back.

  

  Business Response

  Date: 11/22/2023

  Attach please find response.  Thank you,

• Initial Complaint

  Date:08/04/2023

  Type:Product 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 am financing a car through my bank, DCFCU. I was in an accident on July 6, 2023. I contacted the bank to make them aware of the accident and that the insurance company declared the car a total loss. I have been trying to reach out to the bank for 2 weeks now for information on the papers that the bank is requesting from them, everytime I call I am left on hold for up to 20 to 30 minutes nd transferred around to different people, some who are not even aware of whats going on. My insurance is covered on my mothers policy so I have limited information. My mother has been talking to the representatives at Statefarm and they are waiting on a letter of guarantee from the bank. I spoke with someone from the bank on August 2 and she told me they were sending it over and to give it 24 to 48 hours for the insurance company to receive. I gave them permission to speak with my mom, since she is the policy holder on the insurance, she has the information on know whats going on and what they are requesting, they denied speaking with her. I requested to speak with the supervisor *****************, the lady who I was speaking with said he would give me a call back and he has yet to return my call. Every time I call the bank I receive the same information. I contacted Statefarm and they have not received anything yet from the bank. (Dade County Federal Credit Union). My mother called Statefarm on August 3 to see if they received anything and now the bank told Statefarm they are trying to reach me, which I have not received a call. I have yet to get a answer on why they havent sent over the requested paper work. I am still obligated to pay my car note and insurance until this matter is being handled, yet no one seems to be able to get to the root of the problem. Every time I speak to someone they give me the run around and not a definite answer. This is bad business and I regret doing business with this bank!

  

  Business Response

  Date: 08/14/2023

  see attachment

• Initial Complaint

  Date:10/17/2022

  Type:Customer Service 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.

  This has been an ongoing issue for me with this bank. I completely understand how Privilege Pay works. What I don't understand is how come I have been repeatedly overcharged for Privilege Pay. My limit for Privilege Pay is $400. As stated in the description, whether your limit is $200 or $400, the dollar amount will include any and all fees and won't exceed the Privilege Pay limit. Over a period of several months this year, dcfcu has consistently overcharged me for having Privilege Pay. From 07/11/22-07/13/2022 I was charged $413.07 ($13.07 over). From 08/04/2022-08/09/2022 I was charged $482.21 ($82.21 over). From 08/11/2022-08/19/2022 I was charged $514.08 ($114.08 over). From 08/29/2022-09/07/2022 I was charged $482.71 ($82.71 over). From 09/13/2022-09/18/2022 I was charged $473.38 ($73.38 over). From 09/30/2022-10/05/2022 I was charged $414.04 ($14.04 over). From 10/11/2022-10/17/2022 I was charged $503.06 ($103.06 over). This comes to a total of $482.55 of overcharging me for this service. I don't know about any one else, but for my family and I, this is an obscene amount of money to be overcharged. I want to reiterate that I completely understand how Privilege Pay works. But to be overcharged this much makes absolutely no sense. I don't have any other issues with dcfcu.

  

  Business Response

  Date: 10/28/2022

  ************************, we strive to provide all of our Members with excellent service and attention. We have forwarded the Better Business Bureau a formal response addressing your concerns. For further assistance, please contact us at the link below.

  https://mbr411.com/t4gm8

• Initial Complaint

  Date:10/06/2022

  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.

  On or about September 28th 2022, I was coming back from **************. When I tried to use my phone I had no reception. Upon arriving home I called my them phone carrier cricket wireless to find out the problem. I was told the phone says it's registered to an Iphone, which I've never had. I then checked my paypal account and discovered all my funds were gone. I checked my credit union and the funds were also gone from there. I tried to call them but it was after business hours. The very next day Sept 29, 2022 I went to dade county federal credit union to report the theft. I was given a new card by ****************. But it was to late I asked how long before my funds would be placed back in my account I was told it takes **** days. The following day I filed a police report PD#************. The next day at the bank I was told someone tried to deposit a check from ***** fargo into my same account ******. I was wondering why the people still had access to the account. So i called the fraud division spoke with ************** on Sept 5, 2022, He gave me the impression that I was at fault, or my have been involved check the recorded conversation. There was $2552.14 taken out of my dade county federal credit union account i want returned now. And $318.00 34 from my paypal account i want returned now. I work to hard for my money, and it's not fair that they charge a fee for added security which obviously is a waste of good money. They should have reimburse me my funds while the investigation is forth going. The theft(s) locked me out of my email, phone, and accounts for over 3days

  

  Business Response

  Date: 10/17/2022

  ****************, we strive to provide all of our Members with excellent service and attention. We have mailed a formal response addressing your concerns. For further assistance, please contact us at the link below.

  https://mbr411.com/t4gm8

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18179164
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Case update: PP-I-20240068
  
  
  Inbox
  
  
  
  
  
  ****************** Thu, Sep 29, 10:09 PM
  
  
   to me
  
  
  
  
  
  
  
  
  
  Hello, *********************
  
  Case update
  We've determined the payment(s) in question were unauthorized and have refunded the full amount for the following transactions -
  Transaction details
  Transaction date
  September 29, 2022
  Transaction amount
  $184.00 USD
  Total amount refunded
  $184.00 USD
  Crypto to be refunded
  
  Transaction details
  Transaction date
  September 29, 2022
  Transaction amount
  $135.30 USD
  Total amount refunded
  $135.30 USD
  Crypto to be refunded
  
  If the seller cancels the authorization, we may recover the refunds issued from your PayPal account.
  Please note we were unable to undo the unauthorized changes made to your account within our system. Log in to your PayPal account and undo the changes to your account. If you have any issues completing these actions, please contact us.
  The money will be refunded to the original funding source.
  For more information and to see the status of your case, log in to your PayPal account and go to the Resolution Center.
  
  
  

  

  Business Response

  Date: 11/10/2022

  ****************, we strive to provide all of our Members with excellent service and attention. We have forwarded the Better Business Bureau a formal response addressing your concerns. For further assistance, please contact us at the link below.
  
  https://mbr411.com/t4gm8