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

  2750 Washington St Waukegan, IL 60085-4959

  

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:09/07/2023

  Type:Order 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 was lied to when I had a $320 a month payment of a 7% interest rate for 72 months and paid off a year. I was told I was getting a ****% interest rate. After I signed the contract I am charged $320 and the length was originally 72 months down to 61 months. They are charging me more than ****% and when I called to ask they said it's cause they are accruing daily so it's higher than the stated ****% interest rate. This is a deceptive sales technique and I want my interest rate corrected to reflect ****% interest rate payments not more than what was told I would be receiving.

  

  Business Response

  Date: 09/20/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20572038
  
  I am rejecting this response because:

  I am holding you responsible for your hired contractors. Unless, you are stating you do not have a business relationship with ******* for them to sell your products and loans.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2023

  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.

  Ive had a few amounts with Consumers Credit Union over the past 13 years beginning in 2010. I fell under hard times in early 2017 and missed a few payments on a loan and used 2 accounts closed by the credit union. The 2 missed payments from my loan in 2017 were reported to the credit reporting agencies in 2019 making it look like more recent missed payments. The closed accounts were paid in full dating back to July 2022 and are still showing up on my credit report as charged off. I have filed disputes with the 3 credit bureaus and Consumers Credit Union wrongfully upholds their claims that my debts are unpaid and theyre negatively and maliciously impacting my credit, finances, and my life.

  

  Business Response

  Date: 09/07/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:08/17/2023

  Type:Order 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.

  ********* ***** for car loan ***** hired consumer credit Paid for several months Found out in **** and Ill.,****** does not allow loans with credit unions only thru dealer They should have know and told me I should not pay any interest,fees anything I was refunded ******? Back monthly payments so far But now they want interest,payment ect Credit not to beharmed by this Want this contract null and voided I lost car.Stressesed ect Was not my fault did not know They are suppose to know this Contract was not legal ****** sent check back to them *** winner thru tresle was helping me thru this Thank you *********************** Thank you *********************** ********** Email best contact ************************

  

  Business Response

  Date: 08/24/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/27/2023

   
  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:08/16/2023

  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 have a fraud charge on my account. I spoke to 10 different people over two days and was finally able to dispute the charge. Even though I have disputed the charge which is over $300, they won't give me a provisional credit. So I have to wait 10 days to get my money back. Their customer service was horrendous and all they could do was say sorry. That's what I was told by the supervisor. I now have no money right before school starts and can't even go grocery shopping. I don't feel like I should be penalized for a fraud charge on my account.

  

  Business Response

  Date: 08/24/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/27/2023

   
  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:08/08/2023

  Type:Order 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 refinanced with Consumers Cooperative Credit Union Bank they offered *** (Guaranteed ***************** ********** Information at the time Consumer Cooperative Credit Union Bank stated it was a onetime full payment for the *** Policy # **********. I was promised coverage in case my personal insurance would not cover the total cost of the vehicle in case of accident. I also had coverage through my personal *************** ************************** Company policy # *************. On June 23, 2022 my vehicle was declared a total loss. I entered a claim with **************** Claim # IL-******. The same day I called Consumer Cooperate Credit Union Bank since my Gap was third party, the Bank stated I would need to contact **** directly to enter a claim. I have been going back and forth for over a year with my claims. A month passes, two months, three months I have not heard from the insurance companies. I called Cuna, the representative stated I never entered a claim. At that point she opens a claim for me # G1236548. After this claim I keep calling no answers, I emailed, left messages. I call Consumers they have me running around the phone lines from one person to another having me explain my case to everyone. Finally spoke to ***************************** this is already in 2023. ******* says she was handling my loan.. ******* also says she was in communication with **** from Cuna. Then she said she wasn't. She was giving me the run around again after she knows I have been dealing with these claims for over a year now.******* claims I should call the adjuster ************************* at ************************* at Cuna. **** made a payment settlement toward my account of $742.81 back in September of 2022. At that time American Freedom has not paid the settlement yet due to waiting on Consumer for the cars title is what American Freedom claimed. American Freedom finally sent the settlement payment back in June of 2023 to Consumers. Non of these company's contacted me is was me contacting them. But **** refuses to accept the total loss settlement evaluation which are attached. The correct stated value is on the settlement evaluation form from American Freedom and Cuna came up with their own stated value from a JD Power Used Cars/Trucks that I have never done business with and dont know where that company or car information came from to determine the value of the car. Consumers doesn't want to help with this matter. And if you notice on the Cuna settlement claim **** stated the Net other insurance settlement was $16,725 Which I guess is supposed to be American freedom cause Cuna does not state it is American Freedom and which the information is false. The Correct amount should have been $9,227.66 from which **** would have to pay off the remaining balance of $8240.15 not the $742.81 made to Consumers. Consumers provided that ********************** They are not looking out for me or their customers. I made all my payments on time.Cuna ************ didn't pay the remaining balance as that was the reason I even accepted and paid off the secondary ********** American Freedom only covered a certain amount but of course not the full coverage of the loan to Consumers. Cunas Adjuster which was in communication with ******* is assuming the full payment amount was paid by my personal insurance which is not the case. ******* has the information as well. The adjuster is not going with the actual amount on the documents from my policy of American Freedom sent to *******. Which is documented on paper. They should not be able to do this to innocent people. What I consider a fare resolution to my issue: Cuna or Consumers to be responsible and pay the remaining $8240.15 loan payment to Consumers Cooperative Credit Union Bank since I purchased the insurance premium from Cuna ************ to cover this loan if my personal auto insurance would not cover the whole amount. This was the point of secondary ********** To have peace of mind. What they are doing is Fraud!

  

  Business Response

  Date: 08/18/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20441198
  
  I am rejecting this response because: I never received copies of my Gap contact from Consumer credit or any other document signed by Consumer credit or the Gap contract from Cuna Signed with this agreement they claim. I did what I was suppose to do as a customer I purchased my own full cover insurance, and also ************* from them to have piece of mind. Made all my car payments on time. Consumer never completed documents for me and claim they do not have the documents on file. Consumer claims they do not have the gap contract on file and and giving me false information and since Cuna is now true stage they are not giving me the information and **** does not want to communicate with me only with Consumer. I consumer this past week and they claimed to not have my file and that Cuna deleted my file. But Consumer should have my file as well. I think they never completed my file.  Consumer wants to charge me because not they do not want to making Cuna liable for making the correct payments.

  If you notice the Claim Settlement Worksheet from Cuna it states, Net other insurance settlement of $16,725.00. **** is stating Consumer received the payout of $16,725.00. So this means that ***************************** Accepted the pay from Cuna of only $742.81. Where is the rest of consumers payment? I do not know. Consumer is going to have to work that out with Cuna. 

  I purchased my insurance back in 2021 and Consumer credit never rejected my insurance. Now they want to claim they do. Its to late for that. My personal insurance made the payments to Consumer and Consumer accepted the payments. Consumer faulting AFIC. They want to have me pay triple. 

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

  

  Business Response

  Date: 08/30/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20441198
  
  I am rejecting this response because:

  CCU was suppose to send me copies of all documents from the time of the loan, but did not. So where are my copies? CCU should have them on file. As a business CCU and Cuna should have records for at least 4 years. CCU is Assuming wrong. I was making full payments on the full coverage from American Freedom. In this letter CCU is responding for Cuna. CCU is answering Cuna questions and standing up for Cuna knowing **** has misinformation on the claim form, Cuna filled out. If you notice on the claim form from Cuna States American Freedom paid the amount of $16,725. to CCU. CCU's employee ******* accepted the paid amount from **** and communicated it with her manager ************************* that keeps trying to make up lies and making false assumptions. CCU needs to review documents correctly. Has CCU been Audited? does CCU Have a compliance team? CCU is trying to make it seem as that I was on the wrong and CCU does not want to help me as a faithful consumer I was. CCU needs to have bring this case up with ******* and ****. They ( **** and ******* with CCU and or CCU) made an arrangement and it is not working-out for  Them.    

  What CCU and Cuna is doing to me is not correct. I will need to seek some other action.

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

• Initial Complaint

  Date:07/25/2023

  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.

  June,July,2023. I've been trying to get a manager to call and speak to me about my account, because the supervisors/collectors have not been helpful, I admit I had personal problems and have fallen behind car payments, and have tried to arrange split balance in 2 and have not been able to get anywhere with them, they sent my car for repo, without a letter, email or a phone call. They say they sent emails, letters but I have asked for proof of emails and get ignored and of course they will take her word over mine. The letter they sent was the monthly statement I get every month, In the past I dealt with a supervisor names ***** he was a one of a kind supervisor or collector he worked with me all the time and always found a way to accommodate me in the best I can, and the new staff they have have no heart no compassionate for their customers. Another complaint is trying to call CCU prepare to be on the phone for over 50 minutes. I have left numerous messages with supervisors, collectors, customer service and I've even sent secure chats on my online chat and I have not received not one call back, I asked for a corporate number they don't have no info of corporate, now reading some of CCU reviews they seem to have the same problem managers do not call back. All I'm asking is for my payments to split in 2 and car removed from repo, I'm not going anywhere I've been at my same job for over 20 years and living in the same place over 8. Just had some family problems, the death of my father and unexpected expenses. All I'm asking is for help from higher up from CCU. my number ************. ACCT # ********** and it's not like I'm not trying I still make partial payments leaving other bills unpaid to at lest try to catch up on this one. All I need is to split in 2 payments and repo removed.Thank you *******************************

  

  Business Response

  Date: 08/04/2023

  Hello,

  Attached is our formal response to Complaint #********.
  
  Regards,
  CCU Member Experience

• Initial Complaint

  Date:07/21/2023

  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.

  Failure to provide required information to 3rd party *************** for claim. After being laid off I contacted Consumers on Jun 30th to file a claim for credit card payment protection, I was directed to contact a 3rd party, TruStage, to complete the claim filing. On July 12th, I called TruStage to check the status of my claim and was notified it had not yet been completed as they hadn't received the information required from Consumers. I attempted to reach ************** in the collections **** (the person responsible for getting the info to TruStage) and was unsuccessful in all attempts. As of today, July 21, I have called and requested to speak with a supervisor at least 4 times. Each time I'm told it will be ***** hrs to receive a call back. Still nothing. At this point, I'm requesting a refund of all credit protection payments, in addition to 6 monthly credits of my minimum payment amounts to my account.

  

  Business Response

  Date: 07/28/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:07/20/2023

  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.

  Credit card missed payment was reported to credit bureaus even thought payment was sent on time and in the same manner it always was. Payment was deducted from my bank account. Received only 1 letter indicating my account was past due and no other letters after that indicating any issues with my account. ********************** card is now paid in full. Can you please fix the credit report.

  

  Business Response

  Date: 07/27/2023

  Hello,

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

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 07/28/2023

   
  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:07/06/2023

  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 removed myself from an account at **********************. Months later, someone transferred money to my phone number via zelle and it went into the account I am no longer on. Consumers credit union says it was not their responsibility to remove my zelle information from the account I am no longer on, nor will they give the money back to me, even though it was zelled to me, not the account owner.

  

  Business Response

  Date: 07/11/2023

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

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20283537
  
  I am rejecting this response because:
  There is no information on how I can get the cashiers check. Is it something I can go into the branch for? 

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

• Initial Complaint

  Date:06/30/2023

  Type:Order 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 called for a loan. It was approved without any disclosures. I was never informed of the interest rate, I did not agree to a $12 fee. I have been calling and emailing the financial institution to no avail since June 1st. I have been told I would get a call back, and the $12 fee would be removed but no explanation about the interest rate. After more than 10 attempts I'm here looking for a response.

  

  Business Response

  Date: 07/10/2023

  Hello,

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

   

  Regards,

  CCU Member Experience