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Business Profile

Credit Union

DuTrac Community Credit Union

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

Complaints

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

Find a Location

DuTrac Community Credit Union has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • DuTrac Community Credit Union

      3465 Asbury Rd PO Box 3250 Dubuque, IA 52004-3250

    • DuTrac Community Credit Union

      2900 South 25th St Clinton, IA 52732

    • DuTrac Community Credit Union

      2045 Holliday Dr Dubuque, IA 52002

    • DuTrac Community Credit Union

      200 N Fourth Ave Eldridge, IA 52748

    • DuTrac Community Credit Union

      18181 Peru Rd Dubuque, IA 52004-3250

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:12/15/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      11/16/23 I was in a car accident (hit a deer). 11/17/23 the car was declared a total loss by StateFarm. 11/17/23- Statefarm, myself, and Dutrac were on a three way call where StateFarm informed ******************************* that my car was declared a Total Loss. StateFarm received the total amount for damage. StateFarm asked for 10 day pay off: 12/2/23 stated what they would pay leaving a balance still on the loan. I had *** on the car. ***** told me, "You have nothing left to worry about. I will get the claim filed with *** and will reach out if we need anything more." StateFarm mailed check off to Dutrac 11/30/23 I called Dutrac 12/2/23 for ***** & find out status of *** payment. ***** was not in the office message for ***** to call me Monday 12/4. I did not get a call but noticed that the StateFarm check was cashed and processed at the bank leaving total of $8,638.02 on my loan. 12/12/23 I called Dutrac since I still had not heard anything more from *****. We spoke the *** claim, which she told me had NOT been filed yet. ***** explained that *** can ***********-8 wks to come back. I explained its been almost 4 weeks the car was totaled, how has this claim not been filed yet? She stated she would do it first thing the morning 12/13/23. Then explained that I was still responsible for making the car payment until the *** was paid and then if I wanted to try to get my money back I would have to contact *** to file a claim with them. I do not believe that it is my responsibility to continue to pay for a car that was declared a total loss on 11/17/23 and as of 12/13/23 Dutrac had still failed to meet their obligation to file the paperwork in a timely manner with ***. When I asked ***** why exactly it has taken so long, she responded, "We have been busy." - Therefore, Dutrac has been accruing daily interest on this loan that they are telling me I am still responsible to pay. If able, please advise what my rights are pertaining to this matter.Thank you.****** (************) ******

    • Initial Complaint

      Date:07/11/2023

      Type:Order 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 car loan through this company back in 2020. I have been making payments to them for the past three years. I have insurance with progressive, but I did have a small period of time without insurance. Other than that I have had insurance, and I have shown proof of insurance to dutrac, but they will not stop overcharging me. They also keep adding an insurance premium for my loan, even though I have insurance. I have talked to a lady named ******* for the pass almost 2 years. A resolution has not been met and to this day I have paid about $1000 or less of my loan from three years ago. They have added as little of over $7000 extra to my loan for not having insurance even though I have shown countless times proof of insurance. This company is being very unfair to me and I have been very patient as you can tell from three years of dealing with this. I would love some help please. I have all the emails and proof that I sent the insurance to them if you need them. I have faxed them, emailed them, and since the insurance in the mail. All forms of getting it to them, and they still cannot receive them. My payments are also a lot more than they were when I first started.

      Business Response

      Date: 07/20/2023

      After a thorough review of the documentation previously submitted to DuTrac and the documentation attached to this complaint, it is apparent that the consumer/member has two vehicles of the same year, make, and model but with different VIN#'s. One of those vehicles, with VIN# ending ****, which secures the loan here is the one we have been trying to obtain proof of the required insurance coverage on. To date, we have not been able to verify continuous coverage on the correct vehicle securing the loan for the entire term of the loan. Providing insurance documentation on a vehicle with a VIN# ending in **** is confusing the matter. In fact, the most recent documents attached here and provided to DuTrac in June 2023 show a VIN ending in ****.

       

      Please contact the Consumer Loan Manager, *************************, directly here at ************ or *********************************** so that we can attempt to work with you to rectify this situation.

       

      Thank you,

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

      SVP Lending

    DuTrac Community Credit Union is NOT a BBB Accredited Business.

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