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

  
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  Consumers Credit Union

  426 W Army Trail Rd Carol Stream, IL 60188-9366

  
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  Consumers Credit Union

  195 E Route 120 Volo, IL 60073-8212

  
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  Consumers Credit Union

  25 E Algonquin Rd Bldg A Des Plaines, IL 60016-6101

  

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:06/08/2023

  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.

  On May 4th I had two fraud related charges one of $149.62 and the other $84.02. I filed the dispute that day, had my card closed and reissued. It has been more than 30 days and no update has been give in regards of the dispute. I call Consumers ****** Services and they keep either transferring me or tell me to call cardholder services. I call cardholder services and they tell me that they cannot even find the dispute in their system as it was never made. I keep getting the runaround with no solution. I have not even been given a temporary credit nor an update. I need an update on the dispute or need to know if it was even filed.

  

  Business Response

  Date: 06/27/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 06/27/2023

   
  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.
  
  

• Initial Complaint

  Date:04/17/2023

  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 am writing to dispute the following information in my file. I recently received copies of my consumer credit reports. The credit reports showed credit inquiries that have not been authorized and I do not recognize, which makes this identity theft pursuant to 18 USC **** I understand that you should not be allowed to put an inquiry on my file unless I have authorized it. Please have this inquiry removed from my credit file because it is making it very difficult for me to acquire credit. The **** states that the only permissible purpose for pulling someones credit is for:A. Firm Offer of Credit B. **************************************** Order

  

  Business Response

  Date: 04/26/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19945068
  
  I am rejecting this response because:

  The situation is not resolved I will be seeking further action on this matter, this corporation continues to violate my consumer rights. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/27/2023

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:03/31/2023

  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.

  03-30-2023 I logged into my online account and saw my credit card had been closed. They claim I was past due in the one threatening letter I received. I chatted in 2 times and called 3 holding for well over 3 hours 03-31-2023 I get a letter saying they have failed to get in contact with me and are going to turn over my credit card account to an attorney. Ive NEVER received anything. I have been on hold for 3 hours today via phone and 2 hours via chat. Still no answer on what I need to do.

  

  Business Response

  Date: 04/10/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:03/28/2023

  Type:Sales and Advertising 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 information when applying for a loan thru consumers credit union website was sold to rocket mortgage. Without my consent. So instead of helping me with a loan they sold my info. Not sure if that is legal but i felt it should be reported. Especially when my phone rings off the hook for days with brokers calling me

  

  Business Response

  Date: 03/29/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:03/25/2023

  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 received a letter on March 16, 2023, from credit card company to contact them regarding account activity outside of normal purchase patterns. I received a second letter on March 18, 2023 stating my Overdraft Protection was removed due to default of obligation to Consumer Credit Union. When I went to website www.myconsumers.org I observed that there were a minimum of 4 credit card charges that were fraudulent and I did not make. I called the Fraud line number as instructed at ************ regarding account ending in ****. The Cardmember security person asked me about several small transactions on my account that I did not recognize. In addition, there were 4 transactions that I observed online on the account that were fraudulent as well:March 7, 2023 ******************* ** $467.40, March 8, 2023 Aes **** EZ Pay OH $64.97, March 8, 2023 Multifamily ** $2466.68, and March 14,2023 ******************** $250.00.All but 1 of these fraudulent charges to my account were made in ******** area were the offices of the Consumers Credit Union resides. These fraudulent charges, in my opinion, appear to be a company internal fraudulent problem, and not on my end. I live in ************ ** area, and these are mostly all ******** transactions. I am not responsible for these transactions and reporting to you for review. Especially since a 2nd letter indicated it removed overdraft protection from me. I also want to have my accounts closed down and no negative credit bureau reporting as I fear happening. Thank you,***********************************

  

  Business Response

  Date: 04/04/2023

  Hello,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:03/19/2023

  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 bought a new car on Dec 23rd at the last minute, and went overseas on Dec 24th 2022, my car was in the garage the whole time until I came back on Feb 13 2023. I didn't know that I needed to provide proof of insurance for the time I hadn't used the car. While I was away I received a few mails about buying insurance, otherwise insurance will be purchased on behalf of me which I wasn't aware of as I haven't read those mail's until I came back on Feb 13th. There was no electronic communication to me on this insurance matter, nor was I told that insurance will be purchased on behalf of me if I don't submit new insurance during the loan process. I had provided my other car insurance for loan disbursement, i thought that would be enough until i came back.CCU has purchased an insurance on behalf of me for one year from Dec 23 2022 for $1500 i.e $125/mo, and they have cancelled it when i actually submitted my new insurance starting Feb 12th, but still they are charging me for 2 months of insurance ($250) instead of prorating it by days. I was told to contact the insurance company Allied for any questions, I tried to explain the problem to waive/discount $250 since my car was in storage. Every time I was transferred to CCU saying they have to deal with it, and CCU kept saying to deal with the insurance company, this happened a couple of times, then I emailed/called the loan agent but nothing useful. On top of going nowhere to get help for the charges, I'm being charged for 2 months whereas I do not have insurance only for 1 month 19 days, this is incorrect. I tried multiple times to call CCU and the insurance company to at least calculate it correctly and prorate accordingly, but they didn't do that either. I have asked to talk with a manager, or have someone call me back but that never happened even after telling me a manager would call back on 3/13/2023. Please help me with waiving off or discounting the insurance fee. Thanks!

  

  Business Response

  Date: 03/27/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 04/02/2023

   
  Complaint: 19622214
  
  I am rejecting this response because: The Force placed insurance is charged monthly and it is not prorated. I understand you placed the insurance to protect your loan interest, and based on the terms of the signed agreement. I haven't seen any terms stating CCU will be charging the insurance monthly and not pro-rated. Even if there are terms that way to charge monthly, it's not right the right thing to do, as every insurance company charges it prorated when cancelling insurance, haven't seen it any other way with any insurance company. Can you please take a look, and help prorate the insurance charges and refund the difference ? Thanks!
  
  Sincerely,
  ***************************

  

  Business Response

  Date: 04/10/2023

  Hello,

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

   

  Regards,

  CCU Member Experience

  Customer Answer

  Date: 04/16/2023

   
  Complaint: 19622214
  
  I am rejecting this response because: The response didn't clarify my previous response where  CCU has mentioned that forced insurance will be charged monthly ? Even if it's there some where, it is not right to charge monthly as every insurance company prorates it when a policy is cancelled. If CCU is particular about the insurance, i'm also particular about my hard earned money and not to double pay for the insurance from 2/12/2023 till 2/28/2023. This is a valid request, and i wanted CCU to answer my request to the point, and amicably refund me for double charging the insurance for the above mentioned days. Thanks!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/09/2023

  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 am a member of Consumer Credit Union, back in July I made a payment vs the loan coming from my checking's, I did not realize at the time of payment I left off .36 cents. I did not get anything in the mail nor was in notify me when I log into my online banking. I called in September and no one could tell me why my loan was getting late fee's. I then received a call in February advising me I was delinquent and I asked how? Rep was unable to advise me called back 5 times for a young man then tell me. I am shocked that my my online or me getting anything about a 36 cent balance from my payment. This was in the middle of Covid , no one asked me anything if all was well just I need to pay all late fee's/ NO ONE HAS TIRED TO HELP ME!!BEEN WITH THIS BUSINESS FOR OVER 6 YEARS AND THE PEOPLE THEY HAVE WORKING HAS NO EMAPTY AT ALL AND SEE'S THAT HOW A CUSTOMER HAS A ONLINE ACCOUNT SET UP AND NO NOTIFICATIONS ON WHY THEY ARE GETTING LATE FEE'S. SPEAKING TO MANAGER AND SHE EVEN VALIDATE THAT THE ADDRESS WAS INCORRECT HAD APT 2W AND NOT APT 3 . Consumer Credit Union has failed me as a customer, you have a online account for paper free billing and when you log in the account no where it shows the consumer that they are late in any way on the loan, gives date fee ($20) and nothing else to explain to the consumer why they are getting any fee's added. Till this day as I log onto my banking account there is nothing that says why loan has ($20) and the word late by it after the full amount of my loan is paid. $160 is late fee's never had late fee's before July when I made the payment myself, once again the payment was coming from my checking account and this one time out of the whole time of the loan except the time I made the payment, did not short dollars at any time I did not pay .36 cents and each month there on received late fee's for $20. How does a Bank don't care about the customer's. If this is not resolved I will be closing my business with them.

  

  Business Response

  Date: 03/17/2023

  Hello,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:03/09/2023

  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.

  Did not enjoy completing an auto loan for them. I completed a loan by ************ and he did not tell me all the necessary information to set me up to get a car. It's not fair that I have to wait all of these days to get a car. I completed the application, and all my information went through, yet I still don't have a car. So, they really don't help you with getting a car. This has been the most frustrating car buying experience I ever had in my life. Others have not been this hard. Then I want to give a shout out to the managers who also did not help me. One of them claimed they will contact me back which is a lie. ************ lied and said he would contact me back and I still heard nothing for them. No one makes it clear that you need to pass security questions, or you will not even be able to get a loan. Ok I answered all the questions right and I still don't have a car. The best they can say is oh well. Oh well over something they could of easily told me days ago and they refuse to even fix their errors. So, I had multiple days and time wasted when they could have informed me of this days ago. And they don't even care.I talked with **** and **** who are both managers and neither of them wanted to find solutions to help me after they admitted their loan specialist messed up on my application. ****** was worse than ********** who was the assistant manager. Even though **** still hasn't contacted me back. Clearly, they don't care about my issue which is why I am reporting them to every agency I can think of. Then they tried to make it seem like I am the only consumer who has ever had this issue. I answered all my questions right and I still don't have a car. I did all the correct steps that are outline in the websites, but I still don't have a car, so I consider this fraud. The people who work there don't care about the time and effort you spent researching and finding a loan. They obviously didn't care about that for me. No empathy at all.

  

  Business Response

  Date: 03/10/2023

  Hello,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:01/04/2023

  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.

  Placed an *** payment on my account for my car note 12/21 which did not process for days which I then called in 12/27 to get information on the processing of the payment before I asked to cancel the *** and make an immediate payment and a male representative advised that he can not do so and did not offer any way for me to make a payment. He advised me that it was still pending and due to the holidays it may just take a few more days. More days went by and the payment was never processed causing it to be taken by another company, therefore I asked for time to collect the balance again with a promise to pay starting 01/20 making payments every week thereafter catching up to the complete balance 02/10 and staying current. Although the company would not take my payment when it was available they refuse to give me a fair chance to catch up although the second agent told me that on 12/23 the payment was returned but the agent from 12/27 did not mention that at all. I guarantee that I can make those payments on the dates promised and I should be given the chance due to the errors on the companies end and the impatience and lack of response that they showed as I was trying to resolve the issue. They are only giving me two days to come up with a full payment again as I also advised them that I lost my job and my new one starts 01/07

  

  Business Response

  Date: 01/13/2023

  Hello,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Usually,I don't check my credit union statement but since I realized that, recently, I chose to check my latest statement and I was upset and disappointed to find that I without warning me that it would happen if I didn't use my account was charged a 5$ fee every month since before this year and I would like to know how long this has been going on!

  

  Business Response

  Date: 01/05/2023

  Hello,

  A member of our management team recently left 2 voicemails at the number provided to resolve the concerns referenced in this complaint and answer any additional questions you may have. Please let us know if we can be of further service.
  
  Regards,
  CCU Member Experience