Complaints

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

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  Consumers Credit Union

  300 N Field Dr Lake Forest, IL 60045-2513

  
• 

  Consumers Credit Union

  2750 Washington St Waukegan, IL 60085-4959

  
• 

  Consumers Credit Union

  2000 Progress Pkwy Hoffman Est, IL 60196-4000

  
• 

  Consumers Credit Union

  1310 N Meacham Rd Schaumburg, IL 60173-4806

  
• 

  Consumers Credit Union

  2626 N Il Route 83 Round Lake Beach, IL 60073-4983

  

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:01/31/2025

  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.

  Today has been worse than a nightmare. I logged into my account with ******************** and saw that several charges had been made for which I was charged $30 overdraft fee for each one. The total amount was $210. I had been told that my debit card had been canceled because of an unauthorized transaction. Soon after that, I received TWO debit cards. I had no idea for what I was receiving two. I was notified of one transaction that made my account overdrawn. I called and was told the card was canceled. However, then today, I wanted to get into my account over online banking and I saw that my balance was lower than expected. I then wanted to examine the account -- and found I couldn't do anything! The screen went blank and the circle that appears with dysfunctional screens appeared; I could not do more. I'm going to write the full story in a separate document that I will attach because there's not enough room on this form for me to tell it all. The call was almost two hours long and resolved nothing.

  

  Business Response

  Date: 02/11/2025

  Hello, 

  Attached is CCU's response to complaint ID ********.

  Thank you.

  Customer Answer

  Date: 02/11/2025

   
  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.

  It took quite a few telephone calls to get things straightened out, but in the end, I finally was able to continue and now I feel comfortable and happy that the problems have been resolved.

  There is one issue, however, that defintiely requires attention: if I have to make contact with CCU and the matter would require submitting documents, I need to be given the ability to make contact. Recently, one ***** ******* sent to me documents to sign, but when I clicked on the link to access the documents that I needed to sign, I was taken to another screen that required a password -- that I had never been given and was not born knowing! Apparently Ms. ******* was unaware that a password was needed, and because an email address was used that made every attempt to make contact bounce back as undeliverable, I could do nothing whatsoever! I am more than ready to cooperate, but sorry, I wasn't born with that knowledge and if nobody gives me the password required, that leaves me unable to do anything at all except curse under my breath! 

  I might mention that I am a published writer in three languages and wrote an article on this very subject about how many institutions hide from customers/clients/********************** by using only methods of communication that work only one way, with the recipient left with no possibility of making contact or responding! I am presenting a link to the article and I think it's very worthwhile to read; I know that I am not the only person who has complained about this problem!

  **********************
  
  If you wonder about the author that appears on the article, for reasons of personal security, I have been publishing always under a pseudonym ever since I published a novel on ****** on August 14, 2021 that is still being sold there. I am painfully honest, and many people have a hard time seeing the truth in print. It was the English author ******* ***** said it best when he wrote, "A truth that's told with bad intent beats all the lies you can invent." Yes, that makes me the bad guy -- AGAIN!!! Good, bad, or indifferent, I was still a very devoted father to five children and even have another article telling about how I brought an autistic son to ***************** in February 1998 and single-parented to him for five months while I arranged all his services and related benefits. He was nine at the time; he is now 36 and managing well, but as I discovered, the prevailing attitude is that a father is never a fit parent to any child, let alone a disabled one. Here is the article; it tells the story well:

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

  Enough of my lecturing. I do believe, however, in being very complete when I respond. I've done it in three languages, so I have the ability to do it!

  
  Respectfully submitted,
  
  ******* ****
  ************** cellphone
  ************** fax

• Initial Complaint

  Date:01/21/2025

  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.

  In November 2024 I noticed charges added to my auto finance account for upwards of $80 every month since Feb 2024. I called and was told that it was for a payment protection plan. I told the customer service representative that I never singed up for that or anything additional. I told them to cancel it and refund me the full amount of charges since February. She agreed and said she would take care of it. In November there was a new charge for $84.07. I called and was told that their system was down and couldnt cancel anything but would take care of it when it was back online. January 16 I noticed I was charged again $84.26 for the payment protection plan so I called and after being transferred and hung up on twice then on hold for ****************************************************************************** loan documents to sign to cancel the plan and that they would have to submit a request for the refund of $947.73 that I was charged since February. This would **** * weeks. I told them this is unacceptable, I want the refund now as I dont trust that theyll follow through and I will not wait 6 weeks to find out if the request was actually submitted and for a decision. They said thats their policy. So I received and signed the documents along with my husband. Today they called and said the protection plan was canceled but the refund was denied. I need assistance in getting a resolution.

  

  Business Response

  Date: 02/05/2025

  Hello -

  Attached is CCU's response to complaint ID ********.

  Thank you.

  Customer Answer

  Date: 02/05/2025

   
  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:01/10/2025

  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.

  UNABLE TO MAKE FINAL INSTALLMENT PAYMENT BASED ON THE EXPRESS PAY DEFICIENCIES. The idea that the company needs to get the interest on a final payment is insanity. I have i made timely payments. I am highly dissatisfied with the process. 

  

  Business Response

  Date: 01/23/2025

  Attached is CCU's response to complaint #********.

  Thank you.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22792935
  
  I am rejecting this response because:

  I received  zero  communication the portal that states and or reads a phone call is required to *************** in order to satisfy payoff amount.

  The history of payments reflect I was making payments via xpresspay. There is no mention to  contact member services in express portal for payoff

  Effort should be put forth to enhance the  customer service experience  so other members do not have to encounter the level of frustration I did trying to meet my final payment expectations.

   

   

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

  

  Business Response

  Date: 02/05/2025

  Hello, 

  Attached is CCU's response to complaint ID ********.

  
  Thank you, 

• Initial Complaint

  Date:12/31/2024

  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 called Consumers Credit Union on December 30, 2024 to ask for help in obtaining a cashier's check for payment of a premium for my life insurance policy. I was told to send the request in an email to this email address, ************************************************* I sent the attached PDF file to that email address, only to receive the attached notice that no such email address exists! I still need help and I have a limited amount of time to obtain the cashier's check and send it to MetLife for my life insurance policy. My time is limited, but I have no idea to which email address I should turn; being given a false email address certainly did not help me. I am asking for someone with authority to take over this matter so that I may be able to obtain what I need to make the necessary payment before January 9, ******* would help to make it known which email address can be used for making contact when there are urgent matters that require submission of documents. I am able to submit documents either by email or by fax; however, sending documents with sensitive information such as account and routing numbers is quite risky when sent via email. Fax is much more secure, but I am not demanding a fax number because I understand that institutions reserve that information for the use of management only. I prepared a signed letter that I am attaching here as well as the notice that I was given a nonexistent email address. I need to process my request as soon as possible as it is a payment of a premium for my life insurance policy. I cannot afford long delays. I have attached the documents relating to my needed transaction as well as the notice that I was given a nonexistent email address; I need some secure method for sending sensitive information that this transaction included.

  

  Business Response

  Date: 01/07/2025

  Hello - 

  Attached is CCU's response to complaint # ********.

  Thank you, 

  Customer Answer

  Date: 01/08/2025

   
  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.
  Consumers Credit Union did have an agent call me and left two voice messages on my phone that gave me the instructions that I needed. I was able to purchase the cashier's check that I have already sent via **** Certified Mail to the recipient, ************************************

  I am a bit concerned about reports that calls are made to me but that there was no answer. I will have to consult my wireless provider because I keep my phone next to me and answer promptly every time. I do receive an enormous number of spam calls during the day always from telephone numbers with the 202 area code. Because that area code is for **********, **, where I resided for 21 years prior to relocating on April 8, 2024 to ***********************, I need some help in ending the madness with those calls. If important calls such as the one from ***** at *** went into voicemail only and my phone never rang for any other call, that is of concern to me and I will report that now to my wireless provider. That should not be happening.

  I did try to contact *** about another matter, but because of the heavy snowfall in our area, many businesses and government offices did not open. I do not know if that was the problem that CCU had, but even so, I will be taking care of it on my end today.

  Respectfully submitted,
  
  ******* ****
  ************** cellphone
  ************** fax

• Initial Complaint

  Date:12/17/2024

  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 have had this account for many years. I had everything automated and in good standing until a few months ago when I did not realize the credit card payments made a negative balance. I called immediately and asked to pay everything I owed and close the account. The representative agreed to waive the $25 fee. I paid the amount she told me I owed. I then wrote customer service and told them again how sorry I was and that I had been a member in good standing for many years and that I had a lot of stressful events happening and they also agreed to remove the interest fee. Now months later I am getting harassing calls and emails telling me I owe another $30. I looked at the statements and instead of removing the $25 fee it was charged again! I have enough stress in my life without evil vicious bankers ruining my life over $30 that I don't owe. I have asked them to respond in writing due to the misinformation I have been given over the phone. These are the most horrible people to harass someone to tears for $30 over the Christmas holidays. Please help. I don't owe them any money and I want this to stop.

  

  Business Response

  Date: 01/03/2025

  Hello, 

  Attached is CCU's response to complaint # ********. 

  Thank you.

   

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22698692
  
  I am rejecting this response because:
  284.95+1080.41+50+772.56+****** + the interest charge of ***** (which was later refunded) +****** =******* - the account ********************** of ***** = ******* this is the amount I paid when I called to pay everything and close my account. This was the full balance owed.
  I was told the 25 fee would be removed so it was deducted from the total amount I paid that day. I then contacted customer service and explained that I was a member in good standing for many years and I was dealing with multiple stressful situations and they agreed to also remove the interest charge of *****.  Ccu instead charged me another 25 fee so a total of 50 in returned check fees and then deducted the interest charge of ***** from that 50 resulting in a balance of 30.08
  Please send me my refund check of ***** and close this account and stop harassing me. I also want the remaining 5 from my savings account sent to me and that account closed. You have been relentless and viscous and I regret ever opening this account. I am attaching the statement showing that instead of a deduction of $25 it was charged again resulting in the 30.08 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 01/07/2025

  Hello - 

  Attached is CCU's response to complaint # ********.

  Thank you, 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22698692
  
  I am rejecting this response because:

  If this has affected my credit in any way I need it restored. 

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

• Initial Complaint

  Date:11/11/2024

  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.

  First credit card was stolen and used second credit was used before i activated it would like all my money returned they never red flagged it and they are protected by the

  

  Business Response

  Date: 11/19/2024

  Hello, 

  Attached is CCU's response to complaint # ********.

  Thank you, 

• Initial Complaint

  Date:10/14/2024

  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 not liable for this debt with CONS *******. I do not have a contract with CONSUMERS COOPERATIVE CU. They did not provide me with the original contract as I requested.

  

  Business Response

  Date: 10/28/2024

  Hello,

  Attached is our response to Complaint #********.
  
  Regards,
  Consumers Credit Union

• Initial Complaint

  Date:10/10/2024

  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.

  This is about auto loan #********** with Consumers Credit Union (CCU).I had money on two bank accounts, at a broker ******** and a bank ********. Due to lack of funds on one of them, at ********, and after getting a returned payment charge, I made several advance payments on auto loan in March and April of 2024. After those payments, the *** website showed that my next payment date is about 6 months later. The screenshot is attached. The screenshot clearly shows that my next payment date was/is several months in the future from now. Nevertheless, despite showing to me that the next payment date is 6+ months in the future, *** still tried to charge monthly payment every month 4 times from the *************. The ******** had no funds, and each declined payment got a charge of $30. As I made advance payments and looking at the *** website that the next payment date is several months in the future, I did not look at transactions and charges. Everything looked nice. It came to my attention recently that *** made 40 charges $30 each from April 3, 2024, until October 7, 2024. The total charged fee for returned payments was $1260 over 7 months. I consider all those charges illegal and seek for the reimbursement. I talked to to the company in chat on their website at ******************************************* and over phone ************ seeking a resolution. *** waived 2 fees out of 40 only. *** declined to provide reference numbers for the chat and calls.I am seeking for a full reimbursement of the remaining $1200.

  

  Business Response

  Date: 10/18/2024

  Hello,

  
  Attached is our formal response to Complaint # ********
  
  Regards,
  
  Consumers Credit Union

• Initial Complaint

  Date:10/05/2024

  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.

  I currently have an auto loan serviced by this bank. In March 2024, I switched auto insurance. I immediately forwarded a copy of my insurance policy to the email address provided by the bank. I did not investigate this further because I have never had issues with this bank before. It wasnt until I noticed that there was a forced placed insurance fee charged to my account. I contacted them and they stated that they had not received my updated policy. I have sent them my policy numbers of times. I have spoken with multiple managers and have also sent them my policy directly. I have emailed them numerous times about this issue, but there is still no resolution. Then I was told that my insurance could not be verified. I called my auto insurance **** about this, and they have no idea why this is an issue. My proof of insurance has all the information that is needed for verification. Because of this issue, my account has been charged approximately $1500 in unauthorized payments. Not only has this account been reported with an inaccurate balance, and also inaccurate credit reporting. It is affecting my debt to income ratio bringing my credit rating down. This is a huge issue and I would like this to be solved right away.

  

  Business Response

  Date: 10/18/2024

  Hello,

  Attached is our formal response to Complaint # ********
  
  Regards,
  

  Consumers Credit Union

• Initial Complaint

  Date:10/04/2024

  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 September 30 2024 I wanted to pay off my auto loan because I had sold my vehicle to a buyer that came from out of town. I called *** and was told that if I paid cash at their sister local branch that I would receive the title mailed to me within 24 hours if I paid $40 to expedite it . I went at 2:00 and paid cash and paid to have it expedited. 24 hours later I didnt receive it so I went to the mvd and the told me there was a lien still on the vehicle by the finance company.! So I called and was told that it was their mistake, titles cant be expedited- they are electronic and take 48- 72 hrs but it should be released no later than Friday. I was given a notarized letter saying CCU received payoff and no longer has any interest in that vehicle. It was emailed to me. So I told my buyers about their mistake and that we would have to wait until latest Friday. On Oct 2 I went to mvd and was given a Bill of sale to give to my buyer in the meantime and told the lien was still there. Today Oct 4 I called mvd and the lien is still there so I called *** and spoke to a senior representative and was hung up on after an hour on the call so I called back and finally spoke to ***** in Loan servicing who informed me that the reps were wrong and that the lien wont be released until October 9 and then it will be printed by the state and mailed which can take 2-3 weeks! She said the reason it took so long is Arizona Financial credit Union put a 5 day hold on the cash funds. She said she would contact her manager and see how they could help me by end of business day and hung up. So I called Arizona Financial Credit Union and spoke to a supervisor and was told that they do not put holds on cash deposits. I was blatantly lied to once again. I am extremely upset and in a difficult position with my buyers because of the bad business practices of ***. I need my title to my vehicle released now! The vehicle is paid and I need the title.

  

  Business Response

  Date: 10/18/2024

  Hello,

  Attached is our formal response to Complaint # ********
  
  Regards,
  
  Consumers Credit Union