Complaints

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

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  Illiana Financial Credit Union

  1600 Huntington Dr Calumet City, IL 60409-5404

• 

  Illiana Financial Credit Union

  1600 Huntington Dr Calumet City, IL 60409-5490

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:02/25/2025

  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.

  They made changes and I cannot make my car payment on the phone like I used to. Nobody is answering the phone at the call center or at the illiana financial credit union branch in ************. I requested a callback and no call came back. I left a voicemail and it was not returned. I am not going to make an online payment because I don't want to have to create an account and username and password. No branch locations are close to my house to make an in person payment. I need to make a car payment now (02/25/25) as it is due today.

  Business Response

  Date: 02/28/2025

  
  
  
  February 28, 2025
  
  Customer Relations Advocate
  ********************** of Chicago & **********************
  
  RE: Customer- ******* *********
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Advocate,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience Mr. ********* experienced.
  After thoroughly reviewing the complaint, we immediately contacted the appropriate department to ensure a swift resolution.
  On February 24, 2025, Mr. ******* ********* reached out regarding his loan payment and spoke with one of our representatives. He expressed frustration over a recent system upgrade, which resulted in our credit union no longer accepting credit card payments. Our representative offered alternative payment options, including debit card or ACH, but Mr. ********* declined and requested to speak with a manager.
  Due to the system upgrade, our call volume has been significantly higher than usual. A manager attempted to contact Mr. ********* that same afternoon,but was unable to reach him and left a voicemail. Since then, a payment has been successfully processed.
  We truly appreciate Mr. ********** patience during this transition, and we remain committed to assisting our members as efficiently as possible. If you have any further questions or require additional information, please do not hesitate to contact me at **************.
  For The Credit Union,
  
  ***** ******
  Chief Administrative Officer

  Customer Answer

  Date: 03/03/2025

   
  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,
  
  ******* *********

• Initial Complaint

  Date:08/07/2024

  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 am complaining about inaccurate information that was sent to the credit bureau regarding my monthly payment for my car loan. The account number is ********* payments are automatically taken out of my account and they have been since 2020. In October 2023 I found a new auto insurance company and failed to tell Illiana about it. Six months later I received a call from ****** from asset recovery stating that they didnt receive my new auto insurance company. I immediately sent that information to them. They said they tried to contact me but I never received any information or phone calls until six months later which was in April 2024. I found out that they reported a late payment to the credit bureau because of some penalty for not submitting my current auto insurance information. I asked her if my credit report would be fixed once they receive my information she said yes but this was never done. The payments automatically are taken out of my checking account every month and I have my checking account statements to prove it. It is unethical to say someone was late with a payment when they werent. She also stated I was charged a penalty but my payments would not increase. She then stated that it would be added onto my balance. How can they submit a late payment on some thing thats in the future? I would like the late payments removed from May 2024 from our credit bureaus because I was never late and I have my statements to prove it.

  Business Response

  Date: 08/21/2024

  August 20, 2024
  
  Customer Relations Advocate
  ********************** of Chicago & Northern Illinois, ****
  
  RE: Customer-*** *******************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for any inconvenience that the member has experienced. After thoroughly reviewing the complaint mentioned above, we have promptly contacted the relevant department to ensure a swift resolution.
  After receiving proof of insurance from ************* on 04/23/2024, Illiana issued a full refund on 04/24/2024, removing all late fees and insurance charges applied from 11/02/2023, to 04/24/2024. While ************** had automatic payments set up to cover her contract payment, she did not adjust the payment amount to account for the policy increase added on 11/02/2023.Illiana is unable to modify any automatic payment amount without ****************** signed consent. It is the members responsibility to adjust their monthly payment to cover the increased amount due to the added policy. ************** received several notifications requesting proof of insurance before any changes were made.
  

  Although our policy is for the payment marks to remain on the credit report, we will be adjusting **************** report as a courtesy. ************** has been informed and is in agreeance of the decision.
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  For The Credit Union,
  
  
  ***********************
  Chief Strategy Officer

  
  

• Initial Complaint

  Date:05/01/2024

  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.

  I tried to deposit money into my account from my phone and then I went to the bank's ATM and I still could not make the deposit. I contacted the company on three separate days and I still have not received a response from them so I put the money in the night deposit box which they posted to my account but now my account is negative and it should not have been because I had the money and no one reached back out to me in regards to this.

  Business Response

  Date: 05/13/2024

  May 8, 2024
  
  Customer Relations Advocate
  ********************** of Chicago & Northern Illinois,Inc.
  
  RE: Customer-************************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience that the member experiences.
  
  After assessing ***** complaint, she informed us that she attempted to deposit funds through our ATM, unaware that our machines do not accommodate deposits. **** states that she tried to contact the credit union on three separate dates with no response. **** contacted us via our online banking message portal, on 04/29/24 (one of which was after hours) the following business day one of our member service representatives tried to contact her and was not successful and left a message. Recognizing the urgency, a manager reached out to **** on 5/1/24 in an effort to resolve the mobile deposit issue.However, at the juncture, **** expresses her intention to escalate the matter to the BBB.
  
  We are pleased to inform you that ***** was issued a refund for the fee she incurred.
  
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  Thank you for your understanding in this matter.
  
  
  For The Credit Union,
  
  
  ***********************
  Chief Strategy Officer

  Customer Answer

  Date: 05/15/2024

   
  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.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:04/12/2024

  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.

  This past week, I unexpectedly received a check for $63.29 from Illiana Financial in ************, ********. My family members, starting with my uncle, have had an account with this organization since the mid-1950s. Followed by my mother, sister, and I, being the last ones in my family alive, have had an account with this organization. Upon calling and speaking to their manager, ******, she told me that the account was closed because of inactivity and that I was charged $10.00 a month due to a lack of usage when I questioned the amount I received as being low. I live in another state but monitored the account online and saw no service charges. She disqualified this action as not being considered an acknowledged activity. She said the notification was sent to my home address, which I did not receive. Yet, I did receive the check with their version of the account balance. I did not receive email notifications of pending action, yet I received multiple offers to refinance. A snapshot of their emailing is attached. ****** said they do not send out notifications via email for account closers. Yet, my current Credit Union can easily send me email notifications directly and exclusively through their website; see attachments.When I log into my account today, I cannot access any records, past statements, or historical documents. I can see nothing. Since using their paperless feature, I have no current or historical statements regarding my account in print.I requested that all charges be refunded to their manager, ******. She had to ask her supervisor and would call me back, which resulted in a flippant attitude toward me when I asked her to spell her name so I would be correct. She has not called back.I am asking for a refund of any and all charges to my account ( Member # ******* since it was offered as a " free checking account " with a savings account attached. Also, monthly statements from my account for the past two years. Thank You,*******************************

  Business Response

  Date: 04/29/2024

  Customer Relations Advocate
  ********************** of ******* & Northern Illinois,Inc.
  
  RE: Customer-********************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Representative,
  
  Thank you for bringing this matter to our attention.  We sincerely apologize for the inconvenience that the member experiences.
  
  After thoroughly reviewing the complaint mentioned above, we have promptly contacted the relevant department to ensure a swift resolution.
  
  We are pleased to inform you that ****************** has been issued a full refund for the inactivity fees he incurred. A check has been promptly dispatched to his address.
  
  Should you have any further questions or require additional information, please do not hesitate to contact me at **************.
  
  Thank you for your understanding in this matter.
  
  
  For The Credit Union,
  ***********************
  Chief Strategy Officer

  Customer Answer

  Date: 05/02/2024

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/27/2023

  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.

  Never dealt with this company

  Business Response

  Date: 09/13/2023

  September 13, 2023
  
  Customer Relations Advocate
  ********************** of ******* & **********************
  
  RE: Customer-**********************************
  ******************** Case # ******** Illiana Financial Credit Union
  
  Dear Customer Relations Advocate,
  
  Thank you for bringing this matter to our attention.  We are sorry for the inconvenience that the member has experienced. 
  
  We have reviewed the above referenced complaint and have reached out to the appropriate department for a resolution. 
  
  Mr. ********* inquiry will be removed from his credit report immediately. 
  
  If you have any questions, or require additional information, please feel free to contact me at ************. 
  
  For The Credit Union,
  ***********************
  Chief Administrative Officer
  

• Initial Complaint

  Date:09/04/2022

  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 August 3rd my wallet and debit cards to both my accounts where stolen from my vehicle. I dont know how the thief figured out my pin. I assume a skimming device was used at the gas station thats directly across the street from my house. They then walked across the street and broke into my car where my gym bag had my wallet. The next morning the fraud department called me and informed me that unusual activity was on my cards so I reported them stolen. I went in the morning to illiana and filed a dispute for the charges on both my cards my joint account and my personal account. My pin number was the same for both. So once they knew one they were able to access both accounts. Overnight they stole $2600 from both my accounts. After 10 days illiana refused to give me a provisional credit claiming i was negligent which i wasnt never wrote my pin down or gave it to anyone. ********************** never even ask if i did. They then reopen the investigation after i completed and a whole month later said they wont reimburse my money. Saying they dont reimburse debit card pin transactions even though thats not in the contract I signed or in the debit card agreement. I want them to reimburse my money because me and my family were victims of fraud

  Business Response

  Date: 09/13/2022

  Attached is a formal response.  

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17917174
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************