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

  3737 N Lewis Ave Waukegan, IL 60087-1502

  
• 

  Consumers Credit Union

  4946 Grand Ave Gurnee, IL 60031

  
• 

  Consumers Credit Union

  950 E Rand Rd Arlington Heights, IL 60004

  
• 

  Consumers Credit Union

  2000 Progress Pkwy Hoffman Est, IL 60196-4000

  

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:01/12/2024

  Type:Service or Repair 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 had a car loan that was opened up with this company. Sadly the car got totaled any my insurance paid off the car along with sending an overpayment. I was also refunded the gap that I paid. This company then decided to open a consumer savings account without my authorization and deposited the overpayment and the gap payment into that account. I then linked my bank account and tried to transfer the money out of that account and all 3 got put on hold. I then called and asked to close the account as I did not authorize it and I wanted my money back, and was put on hold, then told my account was canceled and I would receive an email. It has now been 2 days since then and the account still isn't closed.

  

  Business Response

  Date: 01/19/2024

  Hello,

  Attached is our formal response.

  Regards,
  CCU Member Experience

  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. Although they deposited the refund of gap and the overpayment of the payoff quote into an account I did not authorize, the account was closed after submitting a complaint. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/05/2024

  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 a 72 year old customer who has never had a greater than 30 day ding on my credit report. But because of poor eyesight I paid $611.28 instead of $611.88 consumer credit dinged my Transunion credit report with a greater than 30 day payment (for month of November) which will remain on my credit report for 7 years. This is what I was told on 1/5/2024 by *****, senior customer representative. And as a ********************************************* owned by the customers and this is how members are treated when a payment is made on time but is short by fifty cents. Could not a phone call be made to the MEMBER rather than reporting a late payment to Transunion as a 30 day late payment? It should be obvious to anyone that a payment short by fifty cents is an error and a simple call to the member would correct the error. I would possibly expect this treatment from a large impersonal bank but not from a credit union owned by it's members. The time and effort that it took to report this payment of less than fifty cents to Transunion as a greater than 30 day late payment could very well have been used to contact the MEMBER to avoid placing a greater than 30 day ding on my credit re[port that will negatively affect my credit score for years. I .expected more from an institution of which I am a member! :

  

  Business Response

  Date: 01/16/2024

  Hello,

  Attached is our response to complaint ID #********.

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:12/29/2023

  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.

  I recently applied for a secured loan for debt consolidation. I used my car title as collateral. I was told that my loan was approved and I have to submit documentation and my car title to my nearest branch. I submitted my title and paperwork to the ********** branch on 12/19 and waited 2 days, but I did not hear anything. Finally, I called *************** in ****** and I was told everything was being finalized. I called again on 12/22/23 and it everything was still pending. I called again on 12/26 and I was told my identity could not be verified by the membership department and they could not complete my loan. No one has called me during this time. I also need my title back ASAP if that is the case. I was told it would be sent ***** back to me, but i have not received confirmation that my title has been shipped. The process has been frustrating and disappointing.

  

  Business Response

  Date: 01/05/2024

  Hello,

  Attached is our formal response.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:12/19/2023

  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.

  I attempted to use the credit union's bill pay feature to send money to the Village of *********** to pay my water bill. I had enough money to cover it, but on December 1 they charged me a $30 "overdraft protection" fee and kicked it back to me, but THEN they cashed it anyway on December 6th. However, I was tricked into thinking I had overdrawn and was not even informed that the check was cashed on the 6th, so I tried sending another one. This one was just cashed yesterday, the 18th, but again kicked back to me for a $30 "overdraft protection" fee. Now, I've had an issue with this "overdraft protection" fee a couple of times in the past and have been assured by the credit union MULTIPLE times that the overdraft protection was removed from my account and I wouldn't receive these charges anymore. Furthermore, the second check was completely unnecessary as, again, the first one WAS cashed, but only after I was scammed out of the first $30 fee.I have been attempting to resolve this issue but the credit union only offers 3 contact methods:-Phone, which I can't do due to hearing issues.-Secure message, which just says "disabled" and won't allow any secure messaging.-Chat, which when I click on it, just brings me back to the main account page.And due to my busy work schedule at a post office at Christmastime, I don't have time to go in person.I want these fraudulent "overdraft protection" fees, currently totaling $60, to be refunded, and I want to make sure they won't attempt to scam me a third time, or withdraw the money a second time, for the second check that I was tricked into sending unnecessarily.

  

  Business Response

  Date: 12/27/2023

  Hello,

  Attached is our response to Complaint ID ********.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21029735
  
  I am rejecting this response because:

  For one, the attached response from last week states that the fees have been refunded. I do not show that anywhere on my account. I can see where the two $30 fees were taken, but I see no refund for either of them. The second part of this complaint was that I sent this check via bill pay for $71.50, the ** made it look like the check was reversed and so I sent a second check (this time for $79 because I was now being charged late fees due to this issue). I was not informed that the original check was cashed after all, and part of my request in this complaint was to ensure that the second check, the one that the ** tricked me into sending unnecessarily, would not be cashed, but it was. So I am out the $60 from fees the ** took (which this response claims have been refunded last week, but again, this is NOT showing in my account) AND the $79 second check that I should never have had to send in the first place, totalling $139 and the ** is claiming in their response that this was fixed, but it was not.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/05/2024

  Hello,

  Attached is our formal response.

   

  Regards,
  CCU Member Experience

• Initial Complaint

  Date:11/18/2023

  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.

  On 10/10/23, we made a payment to our credit card ending in...7424 in the amount of $306.00. On their online app, it said that the next payment due date wasn't until 10/27/23. Their app payment date was the same for months and had not changed even after our payment was made. During the months that we had not made a payment, CCU said that we owed payments during the time and consequently filed a derogatory report with Transunion Credit Bureau stating we were late. This resulted in them lowering our credit scores and reporting to other bureas this same information. This caused other credit card companies to close out some of our accounts. I spoke to a ************ in the credit card department who said she was going to set up a case number and reverse service charges but there was no follow up. One charge was reversed, but nothing was done with our credit which is what I'm more concerned with.

  

  Business Response

  Date: 11/29/2023

  Hello,

  Attached is our response to this complaint.

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20890354
  
  I am rejecting this response because:

  As you can read the Screenshot from ***'s online information, a payment was made on 10-10-23 in the amount of $306.00. The next payment due date was on 10-27-23. The Screenshot was taken on 10-27-23. Which part was misread? CCU has corrected their online program as I have been monitoring it closely due to their misinformation on our account that they do not want to admit existed for August and September. The 10-27-23 Next Payment Date was displayed for months during the time that they claim a payment was due. So how are we late?? How can CCU file derogatory information to Transunion, except by it being incorrect. There was no misreading on our part. Please have Online documentation (evidence) that the Screenshot sent was inaccurate, then you can talk about us misreading the next payment date. Our information for making payments is based on the information that CCU provided online. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/07/2023

  Hello,

  Attached is our response to this additional message.

   

  Regards,
  CCU Member Experience

  Customer Answer

  Date: 12/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is conditionally satisfactory to me. I will continue to monitor mine and my wife credit rating with Transunion Credit Bureau as well as other Bureau's for the next 60 days. I would also like to be copied on the retraction of the delinquent report. 

  Good business practice and service usually dictates an admission to mistakes and an apology when they're made. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/09/2023

  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.

  I been lied to I been calling them all day trying keep my car. I got refinancing from them I regret!. I been behind I lost my job I'm working now I got covid. I'm 2 to 3 behind I'm trying to catch up they won't help me keep phone tagging me with someone else they just return the call back to the other person. Terrible customer service. I don't want my car taking I been paying on 2 years now. I should stayed where I was with I got lied to about this company. I told I want to work this out I have one income just 2 payments behind. I don't want my car repossessed I can't get an answer from no one at all. They keep pasing the call on to others it the same answer. No answer at all.

  

  Business Response

  Date: 11/20/2023

  Hello,

  Attached is our response to this complaint.

   

  Regards, 

  CCU Member Experience

• Initial Complaint

  Date:10/30/2023

  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 10/23 I called this business to find out if they had my title and they informed that they did. I advised that I would need the title sent to me asap as my cat had been totaled in an accident and my insurance copy is requesting the title. They stated that I should have had the title as I am in a title holding state but sometimes things fall through the cracks so they will have to process and have it out the following week. Well I called on 10/30 to check the status of the receipt of the title and they tell me that they dont know when it will be sent because they had to send it to the state to process and theyll send it back to Consumer who will then send to me and they are unable to provide me a timeframe on when that will be done. No one thought to call me with an update on this change and the only reason I found out was when I called for an update. Additionally, the person I spoke with after expressing my frustration never apologized for the inconvenience for their mistake. She didnt even act like she cared. She just had a very robotic tone and basically kept saying she didnt know when I would get the title. I am frustrated because I was told 2 different stories and no one communicated the changes with me. I asked to speak with a manager and after being put on hold for along period of time I was told a manager is not available but someone will call back within 24 hours. I feel this is completely unprofessional and this company showed no empathy at all for something that was their mistake!!!

  

  Business Response

  Date: 11/10/2023

  Hello,

  Attached is our response to Complaint ID ********.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:10/25/2023

  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 opened an account with ******************** about 5 years ago. I had an auto loan with them which I repaid in full. When I sent the check to them to close the account for the auto loan in spite of notifying them the check was sent they still deducted my car payment from the account when they said they wouldnt. As a result the car payment was ultimately refunded when they cashed the check for the loan balance. So the account I had with them had the car payment, about $600 sitting in it and as I thought I might need another loan in the future I decided to leave the money in the account so that Id have it open for the future.Apparently what I didnt realize is that according to Consumers Credit Union, there is language in the fine print of the contract for the account that says that if someone doesnt continually make deposits Consumers credit union is allowed to steal your money in the form of fees for inactivity. This is in spite of the fact that theyre a bank and they can use my money thats sitting there to make loans against right? Basically they know that a credit union ***** because there arent any atms anywhere so they need to force customers to make deposits ? I got an email notification asking me to complete a survey for closing my account. I was confused by this, so I called and this story was explained to me by a very nasty woman over the phone who insisted that this was in the fine print on the contract I signed So lets get this right. I had a loan I paid on time for two years then totally paid in full. They took money out of my account they said they wouldnt take. I decide to be cool and leave it in the account thinking maybe I can do more work with them in the future. They decide that since I didnt make a deposit for a while that my money is theres to take? Hey consumers if youre reading this? Guess what? Youre whats wrong with the world. Better to rob someone with a pen am I right?

  

  Business Response

  Date: 11/03/2023

  Hello,

  Attached is our formal response to Complaint ID ********.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:10/19/2023

  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 canceled my auto pay for my car payment due to signing up for skipping a payment. I also canceled my pending payments that had not been processed. Consumers credit union kept creating a new payment to be processed. I ended up canceling three times and didnt see anything else post again. after I stop checking they then posted a fourth transaction for the same date, even though I had canceled. I did not authorize the additional payments. Once I canceled the transaction, they were no longer authorized to deduct the money from my account. I have contacted them and pleaded with them to just reverse it, or refund me the money for this month which they refused to do.

  

  Business Response

  Date: 10/24/2023

  Hello,

  Attached is our response to complaint #********.

  Our contact information is noted in the response if you have any questions.

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:10/16/2023

  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.

  (filed by agent) Customer states vehicle has been paid off for 2 years and is now receiving a bill in mail for membership saving balance of $218.64 after one year. Customer states business requesting to send husbands death certificate and car has already been paid off.

  

  Business Response

  Date: 10/17/2023

  Hello,

  Our records indicate that a CCU Operations team member spoke to the complainant on 10/13/23 and again this morning, 10/17/23. The complainant was given detailed instructions to help resolve this matter. If she has any further questions, she can follow up with **** in our Operations team or ****** Services at ************.

  Regards,

  CCU ****** Experience