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 has 17 locations, listed below.

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  Consumers Credit Union

  300 N Field Dr Lake Forest, IL 60045-2513

  
• 

  Consumers Credit Union

  1210 S Lake St Mundelein, IL 60060-3706

  
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  Consumers Credit Union

  990 S Barrington Rd Streamwood, IL 60107-2289

  
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  Consumers Credit Union

  1334 Shermer Rd Northbrook, IL 60062-4608

  
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  Consumers Credit Union

  3737 N Lewis Ave Waukegan, IL 60087-1502

  

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:12/08/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have/had a credit card with Consumers Credit Union which went to collections and was closed because I did not know there was an outstanding balance because I never received any bills or statements for the card via email or standard post mail. All of sudden around 11/28/22 I started receiving calls from their collections **** followed by a notice that my credit report was hit with a 30-day past due late notice for the card.

  

  Business Response

  Date: 12/16/2022

  Helllo,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:11/17/2022

  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.

  11/19 to today 11/22 Consumers Credit Union will not give me the Escrow statements on my Morgage account and now they are telling me that I owe them thousands in escrow which I don't have. They will not resolve the issue after multiple calls and written communications. I have always made my payments on time, and this is the second year in a row that they refuse to straight out the bookkeeping and resolve the issue. I am Old and I've been sick and it's hard to communicate as I have lost my vocal cords. I just want them to get my account straightened out. And they refuse to do so.

  

  Business Response

  Date: 11/30/2022

  Hello,

   

  Attached is our response to complaint ID# ********. A detailed response was mailed to the member on 11/25/22.

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:11/05/2022

  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.

  Pursuant 15 USC ****b - if the creditor fail to provide documentary evidence violates the requirements of 15 USC **** (b)(2)(A) and the creditor cannot report late payments.his account is negligently and inaccurately reporting failing to comply with 15 USC 1692(g) and 15 U.S. Code ****a 2)Exclusions.Except as provided in paragraph (3), the termconsumer report does not include(A)subject to section ****s3 of this title, any (i)report containing information solely as to transactions or experiences between the consumer and the person making the report; Also under 15 U.S Code 1605(a) If a Finance Charge was included which is the sum of all payments There Should be no late payments on this account. Kindlyh help me correct this report and remove this late reported remarks.

  

  Business Response

  Date: 11/15/2022

  Hello,

   

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

   

  Regards,

  CCU Member Experience

• Initial Complaint

  Date:10/28/2022

  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 a checking/saving account online with Consumers Credit Union. The account was open for a few days, I changed my direct deposit, and started the process of transferring $ to the account. Suddenly I couldn't access the account and the msg read "This Login ID is currently disabled. Please contact you financial institution to re-enable this Login ID." I called multiple times and was told it was a standard review and I would have access to the account shortly. I called the other day and was informed the account had been closed. I received the notice in the mail today that the ** is closing my account "due to unusual transaction history". After attempting to get an answer to what was going on with the account for a couple of weeks I got frustrated and let the rep know that if I didn't get some kind of explanation by the end of the day I would be filing as many poor reviews as I could re: my negative experience with the **, and after no follow up that is what I did. A few days ago I was informed the account had been closed. I assume the fact that I filed negative reviews on every site I could find online is related to this decision, that looks like was made 7 days ago. Outside of my lost time and frustration, I don't care about the account being closed, as I planned to do this myself after the ridiculous customer service I received. The reason for the complaint is that $20 was transferred to the ** from my bank account but only $15 was refunded. I believe the other $5 was some kind of membership fee. Obviously it's not the $5 I'm concerned about, but the principle. These guys wasted a lot of personal time of mine and for them to get any amount of money after this is ridiculous. I want my $5 refunded and the matter will be dropped. Thank you.

  

  Business Response

  Date: 11/02/2022

  Hello,

   

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

   

  Regards,

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

  Manager, Member Experience

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18330740
  
  I am rejecting this response because: There was no response, only a signature. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/04/2022

  Hello ******,

   

  We're sorry the letter didn't go through with the initial response. It should be attached here.

   

  Regards,

  CCU Member Experience

   

• Initial Complaint

  Date:10/03/2022

  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.

  I opened a Consumers CU Rewards credit card in January of this year when I transferred my auto loan to CCU. I was told I could do balance transfers from other cards for 0% interest. I just transferred 1 balance 2 months ago and am being charged interest despite the disclosure and website state I am eligible to transfer balances in the first 12 months simply for opening the card. I have contacted the business twice and was promised a call back both times. I am still waiting for the 2nd call back but they never provided the 1st one and I first called over a month ago. I have attached both the disclosure and a screenshot of their website with the terms.

  

  Business Response

  Date: 10/04/2022

  Hello,

   

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

   

  Regards,

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

  Manager, Member Experience

   

• Initial Complaint

  Date:09/19/2022

  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 paid off a small personal loan with Consumers Credit Union. They reported to credit bureaus for a year that it was paid. Last month, I got a notification that something was past 30 days and reported to the credit bureaus. Hit me for 80+ points to my FICO. I found out that even though they were reporting the account as paid for a year, someone in accounting decided it was not paid and added a ***** to the account, and then closed the account. This triggered the system to report 30 days late and that they had to close the account. This was all for one *****, even though I have a string of 'Paid On Time' on this specific account going back almost a year. Nothing was ever sent to me or reported as being late, and I have several other accounts with this bank that I pay on time. Sent multiple emails to the *** and other departments with no response yet. Next action is to report to my blog members and to my friends at **** I was told that they were just doing their job. I have relatives who died because people said they were just following orders. Not acceptable at all.

  

  Business Response

  Date: 09/28/2022

  Hello,

   

  Attached is CCU's response to BBB Complaint #********.

   

  Regards,

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

  Manager, Member Experience

• Initial Complaint

  Date:08/16/2022

  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.

  Dear Reviewer,I did an auto loan refinance with Consumers Credit Union in June of 2022. The application process was handled by a company called ********, I was assured in the process that I was enrolled in auto-pay and the loan repayment amount would be automatically processed each month. It was not. I was subsequently reported to the credit bureaus as 30 days late. When I found out, I immediately made the past due payment and enrolled in auto-pay. When I asked to have the 30 day late removed, Consumers Credit Union refused. If Consumers Credit Union allows 3rd party vendors to complete their application process, they must take responsibility for errors and omissions caused by those same 3rd party vendors. The payment was not missed due to insufficient funds or a refusal to pay. I trusted the payment had in fact been made on time. I should not be reported late to the credit bureaus because ********* lied about enrolling me in auto -pay (we even picked the recurring payment date) and Consumers Credit refuses to retract the 30 day late reporting.

  

  Business Response

  Date: 08/29/2022

  Hello ****,

  Thank you for your patience as we continue to research this case. We anticipate having a detailed response to you no later than Friday, September 2nd.

   

  Regards,

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

  Manager, Member Experience

• Initial Complaint

  Date:07/28/2022

  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.

  I purchased a vehicle through CarMax in January 2022. Shortly after purchasing I refinanced the car through Consumers. A few weeks later CarMax mailed the title to my home. I immediately called consumers to ask where I should send the title and mailed it that same day. Then in April I received a threatening letter from title services stating that they had not received the title, Im in violation of the loan agreement and they are going to raise my rate. I called title services who couldnt tell me anything and just forwarded me back to the *** main office. They informed me that they couldnt get ahold of the title department and would call back. 24 hours later I had not been called back so I called again. Same thing, cant get ahold of the title department and they would call back. Again, no call returned. The next day I called and demanded that they keep me on the line while they figure it out. Eventually I was told that they do have the title but it hasnt yet been processed. Months later in July I received the same letter saying they dont have the title. Again title services couldnt answer the question and forwarded me back to *** who couldnt get ahold of their title department and would call back. No call back. I refuse to continue wasting my time with this issue and demand that *** process the title and put into writing that I will not receive any more of these letters. I am also in the process of refinancing with a different institution and want assurance that Consumers will not cause any trouble because of their inability to process the title in a reasonable timeframe.

  

  Business Response

  Date: 08/05/2022

  Hello,

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

  Regards,

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

  Manager, Member Experience

  Customer Answer

  Date: 08/05/2022

  I do not accept this response for the following reasons:

  1. I want an explanation as to why CCU is just now reaching out to CarMax to fix the title if they received the title I mailed in February 

  2. I would like to know why CCU has told me every single time I have called that they need to call back once they get ahold of their title department yet they have not returned a call once. I have had to call back every time. 

  3. I would like to know why when I called in April CCU told me they had the title and this would be resolved. They didnt mention any issue with the title from CarMax they just said it hadnt yet been processed. 

  
  

  Consumers is completely blaming CarMax in their response but is taking no responsibility for the fact that this has taken six months and they have displayed zero urgency in resolving it. I have seen people complaining about this exact issue in ****** reviews of CCU so it is clear to me that this is an issue on their end and not just the fault of the dealer. 

  
  

  In addition I am upset because I am working on refinancing the loan with a different lender because of this issue. However they cannot move forward with processing the loan because this title issue (which is totally out of my control) is still lingering. 

  
  

  In short, I would like to see consumers accept some level of responsibility for this issue that has now dragged on for six months instead of tossing the blame completely at the dealer. 

   
  Complaint: 17638484
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2022

  Hello,

   

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

   

  Regards,

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

  Manager, Member Experience

  Consumers Credit Union