Business Profile

Credit Union

Consumers Credit Union

Complaints

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

Customer Complaints Summary

80 total complaints in the last 3 years.
25 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.

Initial Complaint
Date:04/02/2024
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.
There was an error on an app that caused a 90$ (30x3 for a total of 90$) charge to be pulled from my Consumers account. The ******************** team is very hard to communicate with. I would like a refund for the 90$.
Business Response
Date: 04/16/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Initial Complaint
Date:04/01/2024
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 have a mortgage account with the ********************************************* along with savings and checking accounts. I paid off the mortgage on 3/29, and now today on 4/1, all online access to the account has been removed, it doesn't even show up on the list of accounts as being closed with a zero balance. This is unbelievable, there are regulations about records being available for a certain time period. I cannot be calling their toll free number to request specific documents.
Business Response
Date: 04/09/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/09/2024

Complaint: 21514752

I am rejecting this response because:
The attachment sent by the business is totally blank, I have attached the downloaded file. Can they send a PDF instead of a Word document?

Sincerely,

*******************
Business Response
Date: 04/09/2024
Attached is our response in the form of a PDF.

Regards,
CCU Member Experience
Customer Answer
Date: 04/09/2024

Complaint: 21514752

I am rejecting this response because:
I am getting different responses from different people in the credit union. I was told that online access will be maintained for a minimum of 14 months after account closure by a representative. There is zero consistency. I have many closed credit card accounts with other major banks, and they just indicate the account as "Closed" with full access. Please see attachment.
I cannot be calling the bank and wait on hold for hours and explain what documents I need later and get them sent via email. It is just not practical.
Sincerely,

*******************
Business Response
Date: 04/10/2024
Attached is our additional response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/10/2024

Complaint: 21514752

I am rejecting this response because:
The attachments that are being sent are all blank!!!!! I had already indicated this once before, but obviously no one bothered to correct the issue.

Sincerely,

*******************
Business Response
Date: 04/10/2024
Hello,
Attached is our response in PDF form.

Regards,
CCU Member Experience
Customer Answer
Date: 04/10/2024

Complaint: 21514752

I am rejecting this response because:
It is no different from the earlier response, and I even provided how things are done at other institutions regarding closed accounts. There is no proper rationale for terminating online access immediately after account closure, demanding that I call the credit union for every little thing that I had access to earlier. Records need to be maintained and available directly to account holders for a specific period of time, and sufficient warning provided about any disabling of access. This is strictly an IT related function, with zero justification.
Sincerely,

*******************
Business Response
Date: 04/17/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/17/2024

Complaint: 21514752

I am rejecting this response because:
The credit union response is that they "might" do something in the future to address the issue, but nothing will change immediately, so it is totally irrelevant to me. My complaint will not be resolved.
Sincerely,

*******************
Initial Complaint
Date:03/28/2024
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.
My signature loan with Consumers Credit Union had a balance of $2,496.68 as of the last statement received 12/31/23 prior to the payments being made. On 12/26/23 I deposited $1,180.00 and on 1/2/24 I made another deposit of $920.00, totaling $2,100.00. Both deposits were made into my savings account for the payments for the signature loan to be withdrawn from this account. $2,050.00 was paid on the account which should have left a balance of $446.68. Instead, the next statement I received which was 1/31/24 stated my new balance was $708.11, a difference of $261.43. I contacted Consumers Credit Union about this account discrepancy, and did not receive a clear reasonable explanation. It would be my belief that Consumers Credit Union would not be in the habit of sending out statements with incorrect account information. I would like for Consumers Credit Union to make the appropriate adjustments of previous balance minus payments to arrive at the correct current balance so I can pay this account off and close this account ($2,496.68 - $2,050 = $446.68)Thank you
Business Response
Date: 04/08/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/22/2024

Complaint: 21497601

I am rejecting this response because: I have read the response from Consumer Credit Union and reject and disagree with there response. The statements I received stated one amount, then after I've made a payment of 85% of that balance on the statement, then their allowed to go back and add months of late payments and interest. Why weren't these late payments and interest added each month to accurately reflect the account balance due.

Sincerely,

*************************
Business Response
Date: 04/30/2024
Hello,
Attached is our additional response.

Regards,
CCU Member Experience
Initial Complaint
Date:03/17/2024
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.
Consumers Credit Union is incompetent. They notified me of potential fraud in November. For whatever reason it was still approved to be changed. They cancelled the card for me. HOWEVER the fraud charge was reversed from the merchant. Then Consumers put an adjustment CHARGING ME THE VALUE OF THE ***** CHARGE! On the new card the merchant then refunded again? So it should wash all those charges right? Well they still didn't balance the cancelled fraud card and they sent me a misspelled letter saying they took away my card access (on a closed card ??) and my account was 90 days overdue. Signed with just CCU Adjustments. No number, no email. Great. Then I called 8 different times before 1 person actually followed up on their call back as promised. However, in the time of these calls, they now charge my current card (a 3rd card) an adjustment reversal of the fraud charge. The person who actually called me back said that I owe it because they want the money back since the merchant refunded. CCU never gave me any credits to my account. They only charged my account with their adjustments. I don't understand how you can be this incompetent! It's literally simple accounting. In total there was three charges of $189 between two cards (1st & 3rd). There was two refunds of $189 on the first and second cards. They were balanced until they added a new charge on 3/5 trying to get money back for the money they didn't actually give me in November. The lack of urgency and the inability to apparently just make a simple callback is atrocious. This needs to be solved ASAP. I'm not paying this fee and this whole thing has been ridiculous over a fraud charge of all things.
Business Response
Date: 04/01/2024
Attached is our response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/01/2024

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. This was actually resolved last week with someone else in CCU.

Sincerely,

*********************************
Initial Complaint
Date:03/15/2024
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.
Paid off my car loan on March 5, 2024. Was told there would be a lien release letter sent to me. It has been 10 days since I paid off the loan IN FULL. Still, have not received, and multiple people have told me all different status updates, none of which turn out to be true. Selling the car is dependent on the lien release letter which I still do not have. No tracking numbers have been provided each time they tell me "it has been sent."
Business Response
Date: 03/26/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Initial Complaint
Date:03/08/2024
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 Nov 1st, 2023, I received an Email from *** (see enclosed doc). It says that I can get 5% cash back if I spend more than $1k between Nov 1st and Dec 31st. I did spend more than $1k during this period. However, CCU only gave me $28.08 cash back. I contacted CCU multiple times since early January. So far they haven't given my any good answers. They said they will follow up with **** in mid January. It's been almost 2 months. Today I contacted CCU again. They said there is no update. It appears to me that they are dragging their feet to send me the cash back. They should follow the terms in the promotion Email they sent to me. I request CCU to credit me the missing cash back asap.
Business Response
Date: 03/25/2024
Hello,
Attached is our formal response.

Regards,
CCU Member Experience
Customer Answer
Date: 03/26/2024

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.

Sincerely,

*********
Initial Complaint
Date:03/02/2024
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.
My father passed away on the 14th of this month February. He has been a member for as long as I been alive. I altered the credit union. The day of his passing says I would stop all further transactions from his account. I proceeded to go to the ******** branch on Beach Road and *****, in attempt to get access to his account so I can pay his bills, and hopefully get some money to help with the funeral cost, they have been less than helpful there. They have given me a harder time than needed. I called and spoke to an **** and she promised me that she was going to get everything sorted out to run it there and they would have the document I needed and notarize it for me, and all this mess would be fixed , I get there and thats not the case I tried to call **** back no answer. And that was three days ago and I still havent heard anything from the branch or ****. I am disabled and they keep calling me in there for stuff they need but yet nothing gets accomplished. I fell in branch because Im not supposed to be standing and walking around as much as I have been running things to them that they ultimately say they cant use or need more of. I have never in my life been treated this terribly, and its right after the passing of my parent. I hope no one ever has to go through the experience I have went through with them and I still dont have anything accomplished. On getting into my fathers accounts.
Business Response
Date: 03/13/2024
Hello,
Attached is our formal response.
Regards,
CCU Member Experience
Customer Answer
Date: 03/25/2024

Complaint: 21374550

I am rejecting this response because:

They day he is saying we left frustrated. Was because we met with ***** and she went over my fathers accounts then stated he had a credit card bill of $9,000 then she asked us to sign the small claims affidavit where it clearly says that we are unaware of any debts so that would be forgery right there. Later that day they called and they said everything is going towards his credit card debts then a couple days later they called my mom asking for her information to get the payout on the **** then they called asking if she would keep the *** with them twice then they said they were sending an application so she can obtain it about two weeks later we just got the application sent that back two days ago and still havent heard anything never signed the small claims affidavit so why was that so important that I was getting ran back-and-forth and every direction and then why did they say that they took all the money in his account and now theyre saying that the *** is going to be mailed in a check form for her, and they clearly asked us to lie under
Oath. Ill attach the documents to this letter they are filled out. I snatched the small claims affidavit back when she said that they were taking all the money so that never got filed even though its signed.
WARNING: YOU HAVE RECEIVED AN EMAIL THAT ORIGINATED FROM OUTSIDE THE ORGANIZATION. PLEASE VERIFY ALL MESSAGE CONTENT BEFORE CLICKING ON LINKS OR ATTACHMENTS.
as you can see it asks about his debts it was already filled out and she informed me of the credit card balance. And now my mom is supposedly getting a check with out ever completing this. So why did we get the run around for over a month and continuing.

Sincerely,

*********************
Business Response
Date: 04/09/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience
Customer Answer
Date: 04/30/2024

Complaint: 21374550

I am rejecting this response because:

I got the letter in the mail and wasnt able to respond by the deadline. Like whats been expressed this whole time I was trying to bury my father. Yes I did end up getting a check for the *** thats it they kept everything else. Is why did they tell me I had to fill out all these papers get a notary etc. basically the run around if I didnt need too. They sent me the money with out anything filled after I fought for months to get this done. What would have happened if I didnt fight? The would have took everything! Im just sitting here wondering how many old ladys and other vulnerable people they are doing this to that cant fight it or dont know better. That was my whole point of reaching out. You know they are talking advantage of others if it happened to me. They seen me walk in there with a cane and vulnerable. They didnt think I had fund for a lawyer or that I could physically fight this. They took advantage and you know it will happen again. I kept everything I just went through back surgery and Im walking better. My life has slowed down a bit. If you need any documentation to take this corrupt bank down Im willing to help. I dont even care about the money I just dont want them to take advantage of anyones grandma, sister, daughter anymore!

Sincerely,

*********************
Business Response
Date: 05/03/2024
Hello,
Attached is our formal response.

Regards,
CCU Member Experience
Initial Complaint
Date:02/19/2024
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.
led a complaint with Comsumers Credit union on 12/17/2023 about a repair company who took my money and didn't fix my washing. I left text message and voicemail for the company to come back and fix the job and they did not return my call. I requested that my bank do a drawback for the amount. When I didn't receive a response in the amount of time the rep told me i called back to follow up only for the other rep to tell me the case was closed because they email me and I didn't response. I told him I receive no emails and even went into my junk and had no email. I asked even if they did not received a response from an email why didn't they call and leave a message before closing case. He said it will be reopened. It's about 3 weeks now and I have not heard anything back.CC # ****************
Business Response
Date: 02/29/2024
Hello,
Attached is our formal response.

Regards,
CCU Member Experience
Initial Complaint
Date:02/06/2024
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 my car loan through consumers federal credit union. On January 29 i received a phone call from them saying my car payment was late. I couldnt answer the call so they left a message. They then call my mom demanding payment because she is a co-signer. My payment came out of my bank account on January 11 for my car payment. So I call the credit union back on January 31 this is the 3rd time I called them. The third representative informed me that theyve have several issues with other members whove made payments and the credit union didnt receive them . The reason being is because the credit union changed their address and never notified any of its members so payments were mailed to the wrong address. So with that being said payments were sent to the old address and then had to be forwarded to the new address making it late. I was livid at this point and was like the payment came out of my account and they expected me to make another payment or they would turn me into the credit bureau. So the third representative went and talked to someone and came back and said they had a solution. They suggested I skip a payment but I would have to pay *****. I was like this isnt my fault so why should I have to pay? There reply was they cant waive the fee. I chose the skip a payment because I didnt want to lose my vehicle or get a bad **** on my credit. So last Friday February 2 I called to see if the had received my payment yet and they said yes they received it on January 30. Well when I called on the 31 they said they hadnt gotten it yet but on February 2 when I called they said they got it on the 30th and it was credited then. So in the meantime when I asked on the 31st of January they said they didnt receive it but on February 2nd they said they credited it on the 30th of January. I wouldve never skipped a payment if I was told they received my payment. I dont think I shouldve had to pay the skip a payment fee for no fault of my own.
Business Response
Date: 02/13/2024
Hello,
Attached is our formal response to this complaint.

Regards,
CCU Member Experience
Initial Complaint
Date:01/18/2024
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.
Opened a savings and checking account with ******************** in the beginning of December. Within 3 weeks, I noticed I couldnt log into my account and it was listed as disabled. I called them and they said that they dont know why that would happen to me and a letter was being sent through the mail to explain why it happened. They couldnt give me any details. The letter I received from them through the mail contained the money I deposited with Consumers Credit Union and an extremely vague letter that they needed to close the account. I called ******************** and they transferred me to someone else in a higher position that *** be able to explain why they closed my account. He stated that he had no idea why they did and agreed that the letter was too vague. The guy said he sees no reason why I cant open another one and that this usually doesn't happen often. I attempted to open another account on January 18th to only be denied. They dont want me to be a part of their credit union and cant explain why I am getting denied. This is absolutely horrendous!
Business Response
Date: 01/24/2024
Hello,
Attached is our response.

Regards,
CCU Member Experience

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