Complaints

This profile includes complaints for Credit Union 1's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Credit Union 1

  200 East Champaign Ave. Rantoul, IL 61866

  
• 

  Credit Union 1

  3591 N Vermilion St Danville, IL 61832-1337

  
• 

  Credit Union 1

  9441 S Kedzie Ave Evergreen Park, IL 60805-2325

  
• 

  Credit Union 1

  2730 S Tibbs Avenue Indianapolis, IN 46241-5351

  
• 

  Credit Union 1

  450 E 22nd St Ste 250 Lombard, IL 60148-6176

  

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:04/27/2025

  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.

  on 10/30/2024 i **** **** bougth a 2025 chev trax my payment was suppose to $516.00 a month i put $2,500.00 down an now cedit union i want me to pay $1,638.72 month which this a big rip off i have all the evidence i need so if you can help men i will gladly appreciate it all you can do thank you also if you have fax number i can send all the imformation my phone number is ************ you can text me the fax number once again thank you for all your help

  

  Business Response

  Date: 05/02/2025

  Re: Complaint #******** **** ****
  
  To Whom It May Concern:
  At Credit Union 1 (CU1), we are committed to providing excellent
  service and maintaining transparent communication with our members. We regret
  to hear of Mr. ****** dissatisfaction and appreciate the opportunity to respond
  to his concerns.
  
  After reviewing Mr. ****** account and loan history, we
  confirmed that the insurance requirements were clearly outlined in the original
  loan documents he received at the time of funding. These documents included
  detailed information regarding the obligation to maintain full auto insurance
  coverage, including a maximum deductible of $1,000 for both Comprehensive and
  Collision coverage, as well as instructions for submitting proof of coverage to
  our insurance tracking partner.
  
  As stated in the loan agreement, failure to maintain the
  required insurance or submit acceptable proof results in Credit Union 1
  obtaining Collateral Protection Insurance (CPI) at the borrower’s expense. This
  ensures the vehicle, which serves as collateral for the loan, remains
  protected.
  
  In Mr. ****** case, CPI in the amount of $5,843.00 was applied
  to his loan on March 3, 2025, due to the lack of valid insurance documentation
  covering the period beginning November 1, 2024. Prior to the placement of CPI,
  Mr. **** was contacted multiple times through various communication channels:
  
  12/06/2024 – Initial text
  message sent requesting proof of insurance
  12/09/2024 – Email sent with
  submission instructions
  12/16/2024 – Letter mailed
  with submission instructions
  02/03/2025 – Final email sent
  requesting proof of insurance
  02/10/2025 – Final letter
  mailed requesting proof of insurance
  02/21/2025 – Final text
  message reminder sent
  03/03/2025 – CPI policy placed
  03/05/2025 – Notice of
  Insurance Placement issued
  03/10/2025 – Notification of
  Payment Change sent
  
  Mr. **** has had ongoing interactions with CU1 staff regarding
  this matter. Unfortunately, during a recent visit to one of our branches, his
  frustration escalated, and his conduct became disruptive. Despite multiple
  requests to deescalate the situation, Mr. **** continued to use inappropriate
  language and refused to leave the premises, which ultimately necessitated the
  involvement of local authorities.
  
  We remain committed to working with Mr. **** to resolve any
  outstanding concerns related to his loan and encourage him to contact our
  Member Services team if he would like assistance in reviewing or updating his
  insurance documentation.
  
  Sincerely,
  
  Credit
  Union 1

• Initial Complaint

  Date:04/26/2025

  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 2024 Chevy Trailblazer on July 29 2024. Credit Union 1 approved the finance loan for the vehicle and ***** ******* purchased full coverage insurance for said vehicle. In October of 2024 I was informed by Credit Union 1 that I had a pass due balance of $3,000 on my account. I stated that my car note payments were current and paid on time monthly. I was then told the full coverage insurance policy that I had didn't meet their requirements. I proceeded to call ****** Insurance to correct the issue. I informed the department manager *********** of the situation. Credit Union 1 required to be named as lien holders and the comprehensive deductible had to be lowered to $1,000 or less. The corrections were made and the insurance was resubmitted. The insurance policy was with *** ******* insurance company for 6 months. On January 24, 2025 my policy with *** ******* insurance company was ending and I changed to *********** insurance company for a cheaper monthly rate and ****** Insurance prepared the full coverage insurance policy on my behalf.
  The requirements from Credit Union 1 were also checked to ensure no lapse in coverage. The policy was submitted by my self and ****** Insurance. In March of this year Credit Union 1 informed me that my account was $6,000 past due and that I needed to resubmit proof of insurance. Again I contacted ****** Insurance and spoke with **** to correct the issue. I was then informed that the policy was resubmitted. I was then contacted by Credit Union 1 to resubmit the previous policy from *** ******* insurance. So in the confusion of policies, both were resubmitted. I was called by Credit Union 1 and was told by ******** that I did not meet Credit Union 1 requirements for insurance coverage and a policy was purchased for me for $1,000 for comprehensive deductible since November of 2024. Credit Union 1 repossessed my vehicle April 23 despite meeting requirements and I'm forced to pay $3,390.02 to have my vehicle returned.

  

  Business Response

  Date: 05/05/2025

  Re: Complaint #******** ******** *****
  
  
  To
  whom it may concern:
  
  At Credit Union 1 (CU1), we are deeply committed to delivering the
  highest standard of service, so it is concerning and disappointing to learn of
  instances where our members feel their expectations have not been met.
  Following a thorough review of
  Ms. ******* complaint, we confirmed that the insurance requirements were
  clearly outlined in the original loan documents provided at the time of
  funding. These documents explicitly stated that both Comprehensive and Collision
  coverage must carry deductibles not exceeding $1,000. Although Ms. ***** obtained insurance coverage through ***** *******, the deductibles for both
  Comprehensive and Collision exceeded the allowable limits. As a result,
  Collateral Protection Insurance (CPI) was added to her loan on October 21,
  2024, in the amount of $9,350. This adjustment increased her monthly payment
  from $825.85 to $1,899.63.
  Prior to the placement of CPI,
  Ms. ***** was contacted multiple times via text and email with requests to
  amend her insurance policy to meet the stated requirements. A final notice was
  issued on September 30, 2024, and a Payment Change Notice was sent on October
  28, 2024, following the addition of CPI.
  On February 5, 2025, Ms. ***** contacted the credit union and spoke with a representative from the Collections
  Team regarding her loan. During the conversation, she stated that she had been
  consistently making monthly payments of $825. The representative acknowledged
  her payments but explained that the revised monthly amount of $1,899.63 was due
  to the addition of a Collateral Protection Insurance (CPI) premium. It was
  further clarified that her current insurance policy did not comply with CU1’s
  requirement of a maximum deductible of $1,000. Ms. ***** was advised that her
  failure to remit the increased payment amount had resulted in a past due
  balance on her account.
  Following this discussion, the
  credit union made repeated attempts to obtain updated insurance documentation
  from Ms. ***** through various communication channels:
  02/07/2025 – Text message requesting
  updated insurance documents
  02/10/2025 – Notice sent with
  submission instructions
  02/17/2025 – Text message requesting
  updated insurance documents
  02/28/2025 – Text message requesting
  updated insurance documents
  03/03/2025 – Notice sent with
  submission instructions
  03/10/2025 – Text message requesting
  updated insurance documents
  03/24/2025 – Text message requesting
  updated insurance documents
  04/07/2025 – Text message requesting
  updated insurance documents
  04/21/2025 – Text message requesting
  updated insurance documents
  Despite these consistent outreach
  efforts, no response or updated documentation was received from Ms. *****.
  On April 10, 2025, the credit
  union issued a formal notice to Ms. *****, advising her that she had ten (10)
  days to bring her loan current in order to avoid repossession of the vehicle.
  As of April 22, 2025, the account was 102 days past due, with an outstanding
  balance of $6,442.68. Due to the continued absence of the required insurance
  documentation and the account’s delinquent status, the vehicle was repossessed
  on April 23, 2025.
  On the day of the repossession, Ms.
  ***** contacted the credit union to inquire about the action taken. She
  asserted that she had been making regular payments and indicated that she had
  obtained insurance coverage through ***********. As previously noted, the
  credit union acknowledged that regular payments had been made and reiterated
  the reason for the increased payment amount. Additionally, Ms. ***** was
  informed that the *********** policy on file did not include the required
  collision coverage. She was advised that she may submit an updated policy for
  review once the necessary coverage has been added.
  Later that same day, the credit
  union received confirmation that collision coverage had been added to the
  *********** policy, along with a notice of termination from her previous
  insurer, ***** *******. Upon review of the documentation, it was determined
  that a lapse in insurance coverage had occurred between January 28, 2025—the
  cancellation date of the ***** ******* policy—and April 23, 2025, when the
  updated *********** policy including collision coverage became effective.
  On April 28, 2025, a partial
  refund of $5,330 was applied to Ms. ******* loan, reducing her monthly payment
  to $1,287.52. Ms. ***** was advised that a total payment of $3,390.02 is
  required to recover the vehicle. This amount includes a past due balance of
  $2,770.02—incurred due to non-compliance with the terms of the loan
  agreement—and a repossession fee of $620.
  
  
  Sincerely,
  Compliance Department

• Initial Complaint

  Date:04/23/2025

  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.

  The transcation date is October 2024. It is reporting a late payment on ********, ******* and **********. I have sent them a letter and printed out my statement showing the payment is made on time and this issue has not been corrected and I am unable to apply for loans or credit cards, because of this derogatory mark. I

  

  Business Response

  Date: 04/29/2025

  Re: Complaint #******** ******* ********
  
  To Whom it May Concern,
  Thank
  you for bringing Mr. ********** concerns to our attention. We appreciate the
  opportunity to review his account and respond to his experience with Credit
  Union 1.
  After
  carefully reviewing Mr. ********** loan history, we found that Collateral
  Protection Insurance (CPI) was added to his loan on August 7, 2024, which
  caused an increase in his monthly payment amount. During this period, Mr.
  ******** continued to make payments on time based on the original loan amount,
  though not for the increased amount that resulted from the added insurance.
  On
  November 4, 2024, the full CPI premium was refunded to the loan, restoring the
  monthly payment to its original amount. In recognition of Mr. **********
  consistent efforts to remain current on his loan under the original terms, we
  have removed the 30-day late payment from his credit record for that period.
  We
  understand how frustrating credit reporting issues can be, and we truly regret
  any stress this may have caused. We’ve submitted the correction to the credit
  reporting agencies as of April 24, 2025, and we are committed to ensuring Mr.
  ********** account reflects accurate and fair information.
  Please
  don’t hesitate to reach out if there are any further questions or if we can be
  of additional assistance.
  
  
  Sincerely,
  
  Compliance
  Department
  Credit
  Union 1

  Customer Answer

  Date: 05/08/2025

  My account with Credit Union was never late. I have included the documents showing proof. Credit Union 1 stated that the bureaus will reach out to them, which never happened.

  

  Business Response

  Date: 05/16/2025

  Re: Complaint #******** ******* ********
  
   To whom it may concern:
  
  Credit Union 1 submitted a correction to the credit bureaus on April
  24, 2025, to update the previously reported late payment on Mr. **********
  account. We have confirmed that the update was accepted by all major credit
  bureaus, and the account should no longer reflect any late payment.
  The late reporting occurred due to the addition of Collateral
  Protection Insurance (CPI) to the loan on August 7, 2024. This insurance
  increased the monthly payment amount. During this time, Mr. ******** continued
  to make payments on time according to the original payment schedule; however,
  the payments did not reflect the increased amount resulting from the added CPI,
  which led to the account being reported as past due.
  Once proof of Mr. ********** insurance was received, the full CPI
  premium was refunded to the loan, thereby restoring the original monthly
  payment amount. As payments were made in a timely manner based on the original
  terms, we were able to submit the necessary correction to remove the late
  payment record.
  
  Sincerely,
  
  Compliance Department
  Credit Union 1

• Initial Complaint

  Date:04/15/2025

  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.

  Credit Union One is advertising online that you can open an online checking account with no initial deposits and no monthly fees. They make it sound like you don't need any money whatsoever to open an account. Then you go through this long arduous registration process, and then they tell you that you have to donate $5 in order to get approved. This is ridiculous and I'm going through this over and over again online and it's very frustrating. By the time you get done going through all of that rigmarole, they know that people would rather pay the money than to give up at that point. This is a deceptive and fraudulent technique to extort money out of people. I know it's only $5 but that is $5 that I do not have. That's why I'm trying to open an account now. I'm handicapped and cannot access my ******** money because of stuff like this. I cannot get an account online. I have traumatic brain injury and it has destroyed my ability to get a bank account.

  

  Business Response

  Date: 04/18/2025

  Tell us why here...Re: Complaint #******** ***** **********

  To whom it may concern:
  Credit Union 1 (CU1) regrets the frustration
  Mr. ********** has experienced in his attempts to open an account with CU1 and
  other financial institutions.
  As a membership
  based financial institution, individuals who wish to join the credit union are required
  to purchase one par value membership share to activate their membership with
  our institution – this is $5.  In
  addition to purchase of the $5 par value membership share, there is a one-time
  $5 membership fee required by our Bylaws. The $5.00 par value membership share is
  deposited into the member’s primary share account for the life of their
  membership. The $5 par value membership share is returned to the member if they
  decide to cancel their membership at a later time.  
  To be
  eligible to join the credit union you must fall within one of our fields of
  membership, which typically requires you live or work within a certain area or
  are employed by a certain employer.  If
  you cannot qualify through those means you can have CU1 donate $5 on your
  behalf to become a member of the Credit Union 1 Educational
  Development Association, Inc. (CU1EDA), which then makes you eligible to become
  a member of CU1.
  The establishment of membership is separate and
  apart from the establishment of a depository account.  Once membership is established, via the $5
  par value membership share and one-time $5 membership fee, there is no minimum deposit
  to open a checking account.  The $5 to
  the CU1EDA is paid on behalf of the applying member if they do not qualify
  through other means.
  
  Our records indicate that Mr. ********** began
  the process of establishing membership with Credit Union 1 on February 15,
  2024. However, the application was not completed. Should Mr. ********** wish to
  move forward, he would need to restart the application process.  We are happy to reach out to Mr. **********
  directly to help him with establishing his membership and opening a checking
  account.
  
  We hope this provides clarity, and we would be
  happy to assist with any further questions or concerns.
  
  Sincerely,
  
  Compliance
  Department
  Credit
  Union 1
  

• Initial Complaint

  Date:04/11/2025

  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 bought a new vehicle 4 months ago and the loan officer at the dealership obtained a loan with Credit Union 1. My complaint with credit union1 is that that they have repeatedly been abysmal with correspondence. I was looking for my first bill and had not received it in January. I called their customer service number and was told I was delinquent on my first payment as it was due the day I called. I had not received any correspondence from them so had had no way to pay it. I paid on the phone that day and set up auto payments
  
  On 4/11/25 I received a letter in the mail from them dated 3/31/25 that said my account had a CPI premium because I failed to submit required insurance verification documents. I immediately called customer service who said the loan department was already home for the day but they confirmed that CPI was added March 24th, and that I was already delinquent because my April 8th payment was less than the NEW amount (that I was never told about).
  
  I was NEVER contacted by credit union 1 to provide additional proof of insurance. Customer service said there was a note in my file that a loan specialist contacted me February but I received NO phone calls or voice mails explaining ANY of this. Nor did I receive any emails or other correspondence. I have electronic and phone preferences enabled for communication.
  
  I am extremely disappointed with the lack of proper correspondence with credit union 1 and shocked that they have not attempted to contact me…. And that they sent me a notice my bill was going up AFTER they already increased it and I didn’t receive until OVER 2 weeks after they increased my monthly payment (in error) by over $200!
  
  Who does business like that. My only option today is to wait until Monday. Customer service couldn’t help today. After providing the necessary information to resolve the issue I will be contacting loan professionals and my insurance to inquire about what my options are to extricate myself from this institution.

  

  Business Response

  Date: 04/21/2025

  Re: Complaint #******** ******* ***

  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to
  top quality service, so it is disappointing to hear of cases where our
  consumers are not happy with the service they have received.

  We have reviewed Mr. ***** complaint and found that
  the loan payment details were provided to him as part of the initial loan
  documentation. This included the payment amount, due date, and several options
  available for making loan payments. Additionally, insurance requirements were
  clearly disclosed through multiple documents. These documents included
  instructions on how to submit proof of coverage to our insurance tracking
  partner. CU1 requires borrowers to maintain auto insurance with a maximum
  deductible of $1,000 for both Comprehensive and Collision coverage. The loan contract
  specifies that failure to maintain adequate insurance coverage and/or provide
  proof of such coverage will result in the credit union purchasing a policy, passing
  that cost on to the borrower and adjusting
  the monthly payment to cover the cost of that policy if not paid outright by
  the borrower.
  Collateral Protection Insurance (CPI), in the
  amount of $2,047 was added to Mr. ***** loan on March 28, 2025 due to a lapse
  in full coverage on his vehicle for the period of 12/20/2024 through
  03/03/2025. We have had communication with Mr. *** as follows:
  
  03/10/2025 – Member was sent First Reminder Notice requesting proof of insurance effective from 12/20/2024 adding Comprehensive Coverage and Collision with a $1000 or less deductibles and showing CU1 as a lienholder or loss payee.
  03/17/2025 – Final notice was sent to member
  03/28/2025 – CPI Premium placed and notice sent to member. This resulted in a payment increase from $425.67 to $658.35. The increase in payment meant that the loan was past due to the difference, $232.68.
  
  On April 14, 2025, Mr. *** contacted the credit
  union and spoke with a representative from the Loan Resolution Team. During
  this conversation, the team provided information regarding the Collateral
  Protection Insurance (CPI) refund process and addressed questions related to
  the past due balance on his loan.
  Mr. *** was informed that, upon review and approval
  of his insurance coverage, any applicable CPI refund would be applied to offset
  the past due balance. Once the credit union receives the full refund, the loan
  account will be updated accordingly to reflect the current balance.
  Sincerely,
  Compliance Department

• Initial Complaint

  Date:03/29/2025

  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.

  OK, so this is beyond extremely unacceptable. The problem that I’m running into is that I’m not able to use my debit card. The transactions arebeing declined. This happened yesterday after my sweet wife texted me at work telling me that our card has been declined at the gas station and we went to a restaurant to get something to eat, and the card was being declined. The reason that was showing up on the keypad as weexceeded our transaction limit That is beyond unacceptable beyond ridiculous. I spoke with the fraud department this morning and they said that that’s the reason why that we’ve gone our transaction limit so what is this new role like oh you can’t go over your transaction limit you’ve exceeded 10 transactions today now we’ve decidedthat you can’t use your card that means I don’t have access to my funds and the lady that I spoke with at the fraud department even sound. Human sounded like AI I’m in radio broadcasting and I can listen to peoples voices and tell if they’re AI so that’s really reallybad there and of course the customer service department is closed on weekends so I can’t get help. Thankfully I have cash as a back up, but this extremely unreliable that I can’t access my money as a credit union one customer this is so unreliable. What a bad awful surprise to deal with so embarrassing to go to an establishment to a purchase and your card is being declined. That’s extremely embarrassing extremely unreliable. I’m very tempted to just close my account altogether because how can I dependon the bank to have access to my Funds? I’m asking that this gets corrected. This is beyond unacceptable I understand like if the card is being used in Mexico or something like thatyeah fine whatever you know that’s fraud but this is where I live in my hometown. Can’t even use my card where I live. This is really really such a bad system and I’m the one who’s being punished for it Really really really bad so you’re paying the price. I’m filing a complaint

  

  Business Response

  Date: 04/07/2025

  Re: Complaint #******** ******* ****
  
  
  To
  whom it may concern:
  
  CU1 values its commitment to top quality service, so it is disappointing
  to hear of cases where our members are not happy with the service they have
  received.
  
  A review of Mr. ****** account was conducted and found the following:

  Two cards were issued in 2022, with card numbers ending in **** and ****. However, the card ending in **** was never activated and was subsequently closed on October 17, 2023. During the month of March 2025, no transaction attempts were made on the active card ending in ****.
  On March 13, 2025, Mr. ****** spouse attempted to use the closed card ending in **** at **** ***** for a transaction totaling $38.78.
  On March 28, 2025, Mr. **** requested the issuance of a new debit card for his spouse via secured message. At that time, the card ending in **** was closed and a new card was ordered, with an expected delivery timeframe of 3 to 7 business days.
  
  We understand Mr. ****** frustration regarding the limits on debit card purchases. As outlined in the
  Electronic Fund Transfer Agreement & Disclosure, members may make up to 20
  **** Debit Card purchases within a twenty-four-hour period. These limits are designed
  to help protect consumers from fraudulent transactions. While the credit union
  does not offer permanent increases to these limits, a temporary twenty-four-hour
  increase may be considered on a case-by-case basis. CU1 apologizes for any
  inconvenience this may have caused Mr. ****.
  
  
  Sincerely,
  
  
  Compliance Department

  Customer Answer

  Date: 04/08/2025

   I am rejecting this response because:

   

  I don’t agree with this response, this rule makes life so difficult for me not being able to use my card if somehow going over the 20 transaction limit, it’s very embarrassing, I know this will probably be my only chance to complain about this, and the bbb will close this, it does no good to call because your closed on weekends it’s really unacceptable, I’ll leave negative reviews online hopefully this rule will be changed, 

   

  
  
  

  
  

• Initial Complaint

  Date:01/10/2025

  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 stayed at a ****** hotel that had incidental fees held in my account. The hotel releases the money but the bank had not put it back in my account. I waited the next day because it the day after the president's funeral so I figured that could be why it wasn't released. When I called, the representative answered and did not validate my account and specifically told me it would be 10 days to release the funds and there was no way they could manually release the hold. She also stated she couldn't see when the hold would expire. I'm at the point I'm ready to switch my bank account because even my direct deposit isn't in my account on the day it should be. All my coworkers get there pay check Wednesday at 12am, but me. I get my check at 8am Thursday. It's like it's being done intentionally. If there was just a hold there's no way it should take 10 days. It's like they are wanting to charge me fees. I'm going to shut this account down because it's not fair. Now I'm being charged overdraft fees and its not fair. Instead of the bank looking out for me, they are targeting me. I will leave if this is what's it's coming to. I'm extremely offended and incredibly disappointed. Even the customer service assistant seemed very unconcerned because I had to tell her that she didn't even pull up my account. She told me she could see the account with the phone number that I called from.

  

  Business Response

  Date: 01/22/2025

  Re: Complaint #******** ******* *****
  
  
  To
  whom it may concern:
  
  CU1 values its commitment to top quality service, so it is
  disappointing to hear of cases where our consumers are not happy with the
  service they have received.
  
  We reviewed our records and found that Ms. ***** authorized a
  transaction on January 4, 2025, in the amount of $100 from ****** ****** ***. Upon
  authorization, the credit union may place a temporary hold on Ms. ***** account
  for the amount authorized to be paid to the merchant. This means that the funds
  subject to the hold would not be available for other purposes until the
  transaction is settled. On January 6, the $100 hold was released based on the
  merchant releasing the transaction, which made Ms. ******* available balance
  $102.01. On that same day (January 6), a transaction posted to her account in
  the amount of $82.49 from ***** ******** *****, which reduced the available
  balance to $19.52. On January 10, Ms. ***** did not have sufficient available funds
  when ***** debited her account $138.23 resulting in an overdraft fee for
  insufficient funds. In order to avoid an overdraft fee, Ms. ***** needs to have
  sufficient available funds in her checking account prior to scheduling an
  electronic fund transfer and maintain available funds until the payment is
  debited from the account. 
  Notwithstanding Ms. ******* insufficient available funds, we are happy
  to refund her the amount of the overdraft fee.
  
  Regarding Ms. ***** direct deposit of her paycheck, the funds are
  made available in her account as soon as the credit union receives the deposit
  information from her employer. The actual day and time of posting may vary for
  each deposit depending on when it is sent by and received from the originating
  financial institution used by her employer.
  
  Sincerely,
  
  
  Compliance
  Department

• Initial Complaint

  Date:12/12/2024

  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.

  The vendor was committing fraudulent activity. Although I sent in money taken from my CU1 bank account, I never received any documentation for the south africa trip. there was no cancellation policy. CU1 policy is to credit back charges that are not valid. this is not a valid charge. I received nothing. the charge was made March 2024. I uploaded the itinerary that was sent to me. on page 6 at the bottom it says no cancellation policy. to be determined later. there was and is no agree
  ment. Credit union I is not complying with its on policy. I asked cu1 to send me the agreement that they said existed. credit union did not send it. credit union 1 did not consider the written language that there was no cancellation policy. there was nothing to cancel, i never had a booking, reservation, or trip confirmed. CU1 did not comply with its rules and policies. this was not a valid charge to my account.

  

  Business Response

  Date: 12/18/2024

  Re: Complaint #******** ******* *****
  
   To whom it may concern:
  CU1
  values its commitment to top quality service, so it is disappointing to hear of
  cases where our consumers are not happy with the service they have received. We
  have determined the following in our investigation:
  
  The itinerary and receipts were accessible to the member via the ******** platform, which **** ***** utilizes as their third party booking and payment platform.
  The member made six payments and received confirmation for each through ******** that would have been sent to her email address.
  The member’s agreement to the terms, including the cancellation policy, was established upon her initial deposit.
  The merchant advised there will not be a refund on December 3, 2024 by email.
  The member did not secure travel insurance as advised.
  
  Additional information found in our investigation is that the
  member initially reached out to **** ***** in November with a different email
  address than what was used for booking, which may have caused initial confusion
  when **** ***** could not locate her records. Ms. ***** should be able to
  utilize the ******** platform for receipts on payments that have been made.
  **** ***** adheres to ********** cancellation and refund policy which states
  “All payments made through ******** are non-refundable. It is recommended that
  travelers purchase travel insurance to protect against unforeseen
  circumstances”. We sympathize with Ms. *****, but unfortunately Credit Union 1
  does not have any chargeback rights to dispute these charges for our member due
  to ********** cancellation policy.
  
  Sincerely,
  
  Compliance Department
  

• Initial Complaint

  Date:10/30/2024

  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 car is financed through Credit Union 1 and they sent information stating that I was not covered with insurance. Credit Union 1 added $10,580 to my car payments making my car payments from $855 to $1400 a month. I can’t afford to pay that when I’m already making payments with my insurance somewhere else and they have proof that I’m covered. They took off $5,000 and something but left the rest. I’m only 21 years old and I can’t afford to pay all that money for a car when I have insurance. Then they are reporting it to the credit bureau saying I’m 30 and 60 days late on my car payment when I’m not even 30 days late at all.

  

  Business Response

  Date: 11/08/2024

  To whom it may concern:
  
  Credit Union 1 (CU1) values its commitment to
  top quality service, so it is disappointing to hear of cases where our
  consumers are not happy with the service they have received.
  
  CU1 requires any auto loan borrower to have
  auto insurance for that vehicle with a maximum deductible of $1000 for
  Comprehensive and Collision coverage. This insurance requirement was disclosed
  to the borrower on multiple documents in her initial loan package, including
  information on how to provide proof of coverage to our insurance tracking
  company.  The loan contract describes
  that failure to have sufficient coverage, and/or provide proof of that coverage
  would result in CU1 purchasing a policy and passing that cost on to the
  borrower and adjusting the monthly payment to cover the cost of that policy if
  not paid outright by the borrower.
  
  We have researched Ms. ********’ complaint
  and found there to be a lapse in coverage from 06/03/2024 to 09/13/2024. We
  have had communication with Ms. ******** as follows:
  
  06/24/2024 – Member was sent First Reminder Notice requesting proof of insurance effective from 06/03/2024 adding Comprehensive Coverage & Collision with a $1000 or less deductibles and showing CU1 as lienholder or loss payee. The notice also advised that the cost of the Collateral Protection Insurance (CIP) would be $10,500 for 12 months if proof was not received.
  07/22/2024 – Final notice was sent to member
  08/14/2024 – CPI premium placed, and notice sent to member. This resulted in a payment increase from $857.90 to $2077.93.
  09/17/2024 – We received proof of insurance with an effective date of 09/14/2024. An adjustment to the CIP was made for partial coverage and a partial refund was issued in the amount of $5396.00. The new payment amount was adjusted to $1455.69.
  
  In reviewing the history since May 2024, when
  the loan was funded, we show that we have been receiving inconsistent payments
  that have not considered the increased payment due to the CIP being added. This
  has resulted in Ms. ******** becoming past due to her loan payments. Credit
  Union 1 has also had numerous conversations with Ms. ******** advising what was
  needed and explaining the change in payments.
  
  As it stands, the Collateral Protection
  Insurance that was added to the loan can be reviewed for a full or partial
  refund upon receiving proof of insurance coverage from 06/03/24 to 09/13/2024.
  Until that time, the increase in the payment amount will remain in effect.
  
  Sincerely,

  
  Compliance Department

• Initial Complaint

  Date:09/17/2024

  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 banked with CC1 for several years. Since 2021 I've noticed my account is constantly overdrawn. I called because this particular time my account was overdraft for 1000.00. I went in to do research and going that affirm payments were being deducted for items that were restored. In addition, I saw that payments that were put on hold were still pushed through. This caused my car now that's on autopay to lasp. It's like it's being done intentional. My car payment is always taken out 3 days after the date its scheduled for. When I called to report these transactions, they asked all these questions that I have no way of knowing about each order. They said I'd have to wait until 60 days before I can get my money back. They only go back 60 days. There were other deductions from previous months that shouldn't have been withdrawn. I also had a dispute and they said I couldn't dispute it after 60 days. This was for a purchase for a devise l service that wasn't rendered and the Company won't give me my money back. I thought my bank was supposed to help me. I've never dealt with anything like this. it's like they don't have my best interest so I'm thinking I need to get a lawyer. You should see how many withdrawals were made.

  

  Business Response

  Date: 10/02/2024

  Re:
  Complaint #******** ******* *****
  
  To
  whom it may concern:
  
  Please
  accept this letter as our response to the above-listed complaint.
  
  On
  September 12, 2024, Ms. ***** contacted Credit Union 1 (CU1) to dispute several
  charges to her account. CU1 advised Ms. ***** that to process her dispute, the
  credit union would need to know which transactions she’s disputing and the
  reason for the dispute to begin the process. Since the credit union was unclear
  which transactions Ms. ***** wanted to dispute, she was advised of the 60
  day-timeframe in which a consumer must report an unauthorized electronic fund
  transfer that appears in a periodic statement. As of the date of this response,
  CU1 has contacted Ms. ***** by phone and email to get the detailed information that
  the credit union will need to process the dispute.  
  
  Regarding
  the car payment, due to previous transactions posting to Ms. ***** account, she
  did not have sufficient funds available in her account to process the car payment
  and was charged an overdraft fee for insufficient funds. Ms. ***** was advised
  that pending transactions may not post to her account in the order they were
  initiated, but rather in the order that the settlement is received. To avoid lapses
  on her car payment, Ms. ***** needs to have sufficient available funds in her
  account prior to scheduling an electronic fund transfer and maintain that funds
  availability until the payment is debited from the account.
  
  Sincerely,
  
  
  Compliance
  Department