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

  PO Box 100 Rantoul, IL 61866-0100

  
• 

  Credit Union 1

  9441 S Kedzie Ave Evergreen Park, IL 60805-2325

  
• 

  Credit Union 1

  750 S Halsted St Rm 220C Chicago, IL 60607-7008

  
• 

  Credit Union 1

  6 W North Ave Ste 100 Northlake, IL 60164-2303

  

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:08/17/2023

  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.

  I visited your office in Evergreen in June or July to apply for a loan. I applied and 1 day later the young lady called me back to say I didn't qualify for an unsecure loan but could apply using my home as collateral. I've been calling that office and leaving messages for a week. I wanted to let her know that I was interested in the HELOC. I called a different number and spoke with *****, I asked ***** to look up my info and to make sure she didn't have to run my credit again. apparently she didn't and pulled my credit on 8/16/23 only to call me on 8/17/23 to say I have a BK and she can't approved the loan. ***** didn't follow up with the rep from the first application nor did she review my docs to see that I checked off chapter 13. There was negligence on ***** behalf for not following up with the rep at 94th ****** and she could have called me to ask how for the BK discharged date. Please wipe that request from my credit and find out why Evergreen don't answer their phones.

  

  Business Response

  Date: 08/24/2023

  Re: Complaint
  #******** ***** ***** 
  
  To whom it may
  concern: 
  Please
  accept this letter as our response to the above-listed complaint. 
  
  
  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.
  
  

  Credit Union 1(CU1) has
  reviewed the loan applications placed by Ms. *****. On 7/14/2023 Ms. *****
  placed an application for an unsecured personal loan with our ********* **** staff
  and a credit report was requested. Upon denial of that application, Ms. *****
  was presented with different options that may work better for her than an
  unsecured loan. On 08/15/2023 Ms. ***** choose to try one of the options that
  was presented to her and applied for a HELOC (Home Equity Line of Credit) over
  the phone with our Mortgage Sales team. CU1 uses different application systems
  for consumer loans (personal and auto loans) and real estate (HELOC and
  Mortgage).  The Mortgage Sales employee assisting
  with the HELOC application advised Ms. ***** of the need for the 2nd credit request and received a verbal authorization from Ms. ***** for the
  second report. Since both credit inquiries were the result of member
  application, CU1 had permissible purpose for each.  

  Sincerely,
  ******** ********
  Compliance Specialist

• Initial Complaint

  Date:08/08/2023

  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.

  In July 2023, someone with the Credit Union change my account to charge-off but it was current. My limit was changed from $8000 to $0 and removed from my online profile. I paid the balance due each month. My account was current. I have called and visited the bank. I was told it was an administrative error but no one has resolved it yet. Please help.

  

  Business Response

  Date: 08/16/2023

  Re: Complaint #******** ********* ****
  
   To whom it may concern:
  
  Credit Union 1 would like to apologize for the incorrect negative
  reporting of Ms. ****** account as a charged-off debt. Once Ms. **** notified
  us of the error, we immediately began correcting the error with ******, our
  credit card processor. This was completed on August 14, 2023. The member’s Visa
  is corrected and shows the correct balance and limit in the **** system. This
  restored online access for Ms. **** to access her account online. Credit Union
  1 has also corrected the credit reporting to the three credit bureaus—********* ******** *** **********.
  
  Credit Union 1 spoke with Ms. **** on August 15th to confirm that
  she can access her **** online and she was able to do so. Ms. **** will verify that
  her credit has been corrected through www.annualcreditreport.com. Once she has
  confirmed her reporting is corrected, she feels that this matter has been
  resolved. Credit Union 1 does apologize for the any inconvenience that our
  error has caused Ms. ****. Credit Union 1 considers this complaint closed.
  
  
  
  Sincerely,
  
  
  ******* ********
  Compliance
  Analyst 

  Customer Answer

  Date: 08/18/2023

   I am rejecting this response because:
  
  
  The recent bill statement on my account  is incorrect.  It shows a 0 credit limit and that I charged $6106.95. This is not true.  

  Customer Answer

  Date: 08/18/2023

  I wanted proof that my credit profile with all three companies was corrected but was told I had to get it by CreditUnionOne. Since I did not cause this, I believe Credit Union One should provide this proof.

  

  Business Response

  Date: 08/22/2023

  ****** ******** ****** ********** **********
  **** * ********** **
  ******* ** *****
  
  Re: Complaint #******** ********* ****
  
  To whom it may concern:
  
  On August 21, 2023, Credit Union 1’s Account Operations Manager
  spoke with Ms. **** regarding her **** statement from August 10. This statement
  was processed before the corrections were completed on Ms. ****** account. Her
  September statement will show that the corrections have been processed and
  everything is showing correctly on her account. Ms. **** was satisfied with
  this answer. Credit Union 1 considers this complaint closed.
  
  
  
  Sincerely,
  
  

  Compliance
  Department

  

  Business Response

  Date: 08/22/2023

  Re: Complaint #******** ********* ****
  
  To whom it may concern:
  
  Credit Union 1 has taken every step necessary to correct the
  unfortunate error that happened on Ms. ****** **** account. This includes
  correcting her credit reporting to the three major bureaus. On August 2, 2023,
  Credit Union 1 submitted a correction to Ms. ****** credit report. Credit Union
  1 did verify on August 8, 2023, that the correction was completed with
  ********. Since Credit Union 1 reports directly to ******** we can verify the
  update was successful, and this has been shared with Ms. ****. However, CU1
  does not have similar access to verify credit correction with ********** or
  *******.  To verify that the update was
  successful for ********** and *******, Ms. **** will have to personally access
  her own credit reports. One way this can be done is through ************************** . CU1 is not legally able to pull Ms. ****** credit to make a verification on
  her behalf, other than through a mortgage application.  We again apologize for the unfortunate error,
  and feel we have sufficiently corrected the error, but we cannot provide any
  further documentation of correction other than to refer the member to a service
  to receive and review her own credit file.
  
  
  Sincerely,
  
  Compliance
  Department

  Customer Answer

  Date: 08/25/2023

   I am rejecting this response because:
  
  
  I need a copy of the ********** report the company has reflecting the correction. 

• Initial Complaint

  Date:08/04/2023

  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.

  Around April 26th, I submitted a mortgage loan application to CU1. I was shared contact details for a loan officer on April 27th. I spoke with ***** on the 28th of April, shared with her that I was interested in having a loan provider that did not sell the mortgage to someone else afterwards, as it was important for me to have a fruitful customer experience throughout the lifecycle of my loan. She assured me that they, CU1, do not sell mortgages and that they will continue to service my loan for its lifecycle. After April 29th, it was challenging to get a response from *****, but I did not stress this matter as I did not have a home in mind at that time. But because I was reassured that they would continue to service the loan and at that time they were providing me equivalent rates as my other preapprovals. Also, my intent was to do a personal loan for any of my preferred renovations, which was communicated to ***** on May 31st and had a call on June 1st where we discussed it being a good idea to do a personal loan with them after purchasing the home since they will be servicing the loan and my house could be used as collateral for the loan. During the phase of the purchased, I asked her if I could lock in the rates around June 21st. She provided rates higher than my other preapprovals, but because it was going to be serviced in-house I was willing to accept the higher rate. I move through all the processing steps for the loan, on closing day (June 30) I am informed by the lawyer that oversaw the signing that a company name Servion would be servicing my loan. I reach out to ***** because this was the first I have heard of another company, she replies and says the company just provides the rate and that CU1 services the loan (see attachment). I try figuring out how to access the CU1 mortgage portal, view my loan via my CU1 online banking portal, etc, all unsuccessful. Customer services informs me they do not service my loan. All contradictory to what was communicated

  

  Business Response

  Date: 08/16/2023

  Re: Complaint #******** ******** *****
  To whom it may concern:
  
  Please accept this as our response to the complaint referenced
  above.
  
  
  Credit Union 1 strives for top quality service and communication
  in our dealings with our members, so it is disappointing to hear when we have not
  met that goal.
  
  We reached out to our VP of Mortgage Sales to review and
  investigate what occurred with the origination of Ms. *****’ mortgage
  processing.  Her findings were that there
  was a miscommunication in that the Servion company that underwrote the mortgage
  does not offer the opportunity for CU1 to service the mortgage in house.  Servion services their own loans, and this
  was an error on the part of the mortgage loan originator who processed the
  loan.  CU1 apologizes for this
  miscommunication.
  
  Servion is one of the service organizations that we work with
  closely to offer mortgage underwriting.  Their
  servicing department offers stellar service, and we have every assurance that
  Ms. ***** will be well taken care of. 
  She also has addressed the miscommunication with the employee who
  processed the loan.
  
  Our compliance department has requested our VP of Mortgage Sales
  to contact Ms. ***** to apologize on behalf of CU1 and to discuss any options
  that may exist.  Once again, CU1
  apologizes for the miscommunication.
  
  Sincerely
  
  
  **** ******
  Director of Compliance 

  Customer Answer

  Date: 08/22/2023

   I am rejecting this response because:

  No one has contacted me. 

  I am now locked into a higher rate for my mortgage and an arrangement for my mortgage service due to their failed communication.
  

  
  

  

  Business Response

  Date: 09/01/2023

  Re: Complaint #******** ******** ***** 
   To whom it may concern:
  
  Please accept this as our response to the complaint referenced above.
  
  Credit Union 1 regrets and apologizes for the miscommunication involved with the processing of Ms. ***** mortgage loan.  We further apologize that our expectations that a call promised in our first letter had not been made by the time the response was provided to the consumer.
  
  In a follow up with our VP of Mortgage Sales, a call had been placed and a subsequent email sent to Ms. ***** on 8/23/2023.  As of 8/28/2023 there had been no response from the consumer.  A second call was made that day, but as of the date of this response, no contact has been received from Ms. *****.
  
  
  Sincerely
  
  
  **** ******
  Director of Compliance 
  
  

• Initial Complaint

  Date:07/22/2023

  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.

  Incorrectly charged late fee, interest amount and credit from merchant imposed as debit by CU1.

  

  Business Response

  Date: 08/02/2023

  Re: Complaint #******** ****** *******
  To whom it may concern:
  Please accept this letter as our response for the above listed
  complaint.
  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. After reviewing the account history, we have issued
  a courtesy reversal of the $25 late fee charged and the $3.49 interest that was
  charged on the 07/02/2023 statement. These corrections will reflect on the
  statement issued on 08/02/2023.
  The reason these fees were imposed is because there was a payment made
  for $288.57 on 06/02/2023, which is the same date in the monthly cycle that the
  statement is produced. This caused the payment to be applied to the previous
  month rather than the payment due 06/27/2023. To avoid this in the future, we
  would recommend waiting until after the 2nd day of the month to
  ensure the cycle has switched over.
  We have also reviewed the receipt and statement provided by Ms.
  ******* which shows a purchase made at ***** **** on 06/30/2023 for $3.53. This
  matches a charge assessed to the credit card on the provided statement, so we
  are unsure what Ms. ******* is referring to when stating the “credit from
  merchant imposed as a debit”.
  We hope that the above
  response resolves Ms. ********* concerns. We would encourage Ms. ******* to
  reach out to our office at ************** if questions remain regarding the
  statement.
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 08/05/2023

  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 in crediting account for, late fee and interest. However, the reasoning set forth as to why it happened doesn't make sense when I likely pay this account in full the first week of every month without a problem until now with inept customer service over the phone that did not assist nor respond to my written inquiry. 

  The mistake of the debit for a credit was in fault of the food chain as I spoke with customer service. 

• Initial Complaint

  Date:07/06/2023

  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 pertaining to my Shared Secured Loan with Credit Union 1. There has been a lot of fraud, mistakes, intentional use of deceit to deprive me of my money. Here are just a few of the illegal transactions that has taken place by Credit Union 1 employees, under the leadership of branch manager (**** *****).
  
  1. ******** ******* a Credit Union 1 employee ran my credit history WITHOUT my permission and lied about doing so. This was an illegal act.
  
  2. Credit Union 1 set up my automatic payments INCORRECTLY, yet charged me late fees totaling $50.00.
  
  3. Credit Union 1 FRAUDULENTLY Docu signed my loan papers. I did not sign any loan documents as **** ***** (branch manager) was waiting on help from the home or back office. So, my loan papers was never given to me.
  
  4. Credit Union 1 CHARGED me a paper fee without informing me, $3.00 per month totaling about $60.00 that they refuse to refund.
  
  5. Credit Union 1 FRAUDULENTLY Docu signed my name with **** ****** ***** *or life ($531.29) and disability insurance ($2,149.40) totaling $2680.69. This total does not in June 2023.
  
  Again, I say I NEVER gave ******** ******* permission to run my credit. I DO NOT believe in Docu sign, as companies can use your signature without your permission illegally. Also, I NEVER signed up for paper statements to be charged a fee. I was never given any information concerning a paper fee. In addition, I have had several loans in the past with Credit Union 1 and I have NEVER taken out life of disability insurance. So, I am asking you to please reimburse me ALL fees that was assessed to my Shared Secured Loan and the Life and Disability Insurance monies that was FRAUDULENTLY taken from me.
  
  I have been a FAITHFUL member of Credit Union 1 25+ years and I have NEVER been treated with so much deceitfulness, keeping the truth hidden, especially to gain an advantage.
  
  I want to be made whole by ALL my monies returned to me $2,900-$3,000.

  

  Business Response

  Date: 07/15/2023

  July 10, 2023
  
  
  Re: Complaint #******** ****** ****** 
  

  To whom it may concern:
  
  Please accept this as our response to the complaint referenced above.
  
  Credit Union
  1 (“CU1”) is devoted to providing outstanding service to our members, so it is
  disappointing to hear of cases where our members are not happy with our
  service.
  
  Ms. ****** contacted
  Credit Union 1 with the concerns addressed in this complaint.  ******* ******, a branch district manager
  with CU1, reached to her by email to address each concern.  This is a summary of the response that was
  provided on June 30, 2023:
  
  Ms. ****** applied for a loan on 10/28/2021.  At the time, there was a misunderstanding about if her credit would be pulled. We apologize for the misunderstanding about if her credit would be pulled for a loan process. At the time the member was advised that if she did not move forward with the loan, CU1 could request removal of that inquiry.
  The loan payments were set up incorrectly.  Once this was brought to our attention Credit Union 1 corrected the payment set up and refunded the late fees that were caused by our error.
  Regarding the loan documents, CU1 does retaining tracking on all documents signed electronically. The documents show they were signed on 10/28/2021 at 4:02 PM. These were sent to Mrs. ******** email address at **********************.  The secured documents included an account authentication completed prior to accessing the loan documents. Since the documents were signed electronically, they are only printed out at the members request as the member can retain the digital copy of these documents through their email.
  The loan documents included the “Monthly Premium Credit Insurance Application and Certificate” this form indicates if Life Insurance and Disability for the loan is accepted on the loan. Reviewing your loan documents, they were marked to accept this coverage on Mrs. ******** loan. These documents were signed during the electronic document signature process. On June 23, 2023, the coverages were removed from her loan after Mrs. ****** completed the necessary documentation to cancel the coverage.  No further premiums for this coverage will be charged. 5.
  CU1 does have a paper statement fee of $3.00 per month if the member’s account is not signed up to receive electronic statements per our fee schedule. As a courtesy CU1 refunded four months ($12.00) of fees to Mrs. ****** on the 23rd of June. To avoid the paper statement fees moving forward, the account would need to be set up for electronic statements through our online banking platforms. If Ms. ****** wishes to avoid these fees going forward, she should reach to the branch or our telephone member service personnel for assistance in setting up this service.
  
  The compliance department has reviewed the account and the
  response provided on June 30.  Our
  records indicate that Ms. ****** did apply and accept the terms of the loan in
  question including the life and disability coverage.  Despite her claim to the contrary, the loan
  was signed electronically through a secured e-signature process delivered directly
  to Ms. ******** own private email address which is on record with our
  institution.  CU1 did err in setting up
  her payments initially, but any late fees assessed have been refunded and
  payments corrected to result in no negative reporting or negative account
  standing.  Finally, a courtesy fee refund
  was provided for a portion of paper statement fees that have been charged
  within our published and disclosed fee schedule.  CU1 apologizes for any unintended misunderstandings
  that may have occurred in the process of establishing this loan and in the
  general handling of her account.
  
  
  Sincerely
  
  
  ******* ********
  Compliance Analyst 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because: I NEVER signed an agreement for disability insurance and life insurance. I have had several Shared Secured Loans in the past with Credit Union 1 and have NEVER taken out insurance, as it is a Shared Secured Loan against my own money. Ms. ****** was made aware that I have never taken out insurance. Ms. ****** researched that I had never taken out insurance and the past but was unwilling to refund my money. Also, I was NEVER made aware of paper fees if you were not enrolled online but I am not concerned about $60.00. Please contact the CEO of Credit Union 1, as I want my insurance money refunded. I am NOT willing to give Credit Union 1 $2,900.00 of my hard earned money. I want to payoff my loan asap. So, please reach out to the CEO of Credit Union 1. Ms. ****** and the manager of Credit Union 1 of NOT been of any assistance. The new Credit Union 1 employees have committed a lot of fraud at the customer expense.
  
  
  
  

  

  Business Response

  Date: 08/02/2023

  Re: Complaint #******** ****** ******
   To whom it may concern:
  
  Please accept this as our response to the complaint referenced above.
  
  
  Credit Union 1’s records indicate that Ms. ****** did apply for and
  accept the terms of the loan including the life and disability coverage. The
  loan was signed electronically through a secured e-signature process delivered
  directly to Ms. ******** own private email address which is on record with our
  institution.  Credit Union 1 has provided
  a copy of Ms. ******** loan disclosure and the Credit Insurance Application
  with this response.
  
  The total amount of premiums charged on Ms. ******* loan from October
  28,2021 until May 31, 2023, was $2,752.62. Premiums are charged per month based
  on the balance of the loan. The insurance coverage was canceled on June 23,
  2023, by Ms. ******. Credit Union 1 provided a courtesy refund to Ms. ******’s
  loan for the last 3 months of premiums that she was charged for life and
  disability insurance. The courtesy refund was processed on August 2, 2023, in
  the amount of $360.36 for the following premiums: March 31, 2023- $25.33 Life/
  $97.37 Disability, April 30, 2023- $24.79 Life/$95.27 Disability, and May 31,
  2023- $24.28 Life /$93.32 Disability.  This
  refund was made directly to the loan balance. 
  Be advised that the agreement for payment protection was signed along
  with the loan contract as provided. The monthly premiums were reflected on her
  statements mailed to her each month.  If
  there were questions or issues, it would be her responsibility to bring them to
  our attention in a timely manner. 
  
  Ms. ****** indicated that she would like to pay off her loan, which
  she may do by contacting our Member Contact Department at ************ or in
  any branch office.
  
  Sincerely
  
  
  ******* ********
  Compliance Analyst 

  Customer Answer

  Date: 08/09/2023

   I am rejecting this response because: I NEVER signed an agreement for disability insurance and life insurance. I can prove that the signature on the insurance document is NOT my signature. My signature was fraudulently put in by Credit Union 1. I have had several Shared Secured Loans in the past with Credit Union 1 and I have NEVER taken out insurance, as it is a Shared Secured Loan against my own money. Please contact the CEO of Credit Union 1, as I want ALL my insurance money refunded. I am NOT willing to give Credit Union 1 $2,900.00 of my hard earned money. I want to payoff my loan asap. So, please reach out to the CEO of Credit Union 1.

  
  
  
  

  
  

  Customer Answer

  Date: 08/09/2023

  Please accept this additional information and attachment, that my signature was used fraudulently. I have attached a copy of the credit bureau report that was ran without my permission. I ONLY knew of my credit being ran was by my bank, *****. ***** Bank informed me that Credit Union 1 ran my credit without my permission. If you look at the document I attached it has my signature. This is NOT my signature, as I NEVER gave permission for my credit to be ran. So, why would I sign this document? I can provide my signature and it looks NOTHING like this. I want ALL my money back.

• Initial Complaint

  Date:06/15/2023

  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 called credit union 1 to pay an additional $100 toward my loan, I was told that I cant set this up automatically that it has to be done separate by phone. I said ok no problem, I will pay $100 today and call this in every month moving forward (this was in May 2023). Today 6/15/23 I called to pay an additional amount towards my principal and was told that this had to be done on June 1 the day of my auto draft. I was never told this by the customer service person in May 2023 or would have done called it in on June 1 2023. Hence my $100 extra I paid toward principal went toward the interest! This is completely unacceptable as I was give bad information by the customer service rep and this was on a recorded line. I seek to either have that $100 go towards principal OR be refunded my $100 in the form of a check sent to my house.

  

  Business Response

  Date: 06/26/2023

  Re: Complaint #******** ****** ********
  
  To whom it may concern:
  
  Please accept this letter as our response to the above
  complaint.
  
  Credit Union 1 (“CU1”) understands the concerns of the consumer
  in the recent attempt to make a payment to principal on his loan.  As a courtesy to Mr. ********, we have
  reposted his payment and backdated it to June 1 so that the full benefit of the
  payment can be made to the principal of his loan.
  
  CU1 doesn’t support principal-only payments in its
  payment system.  As the member was
  advised, any payment made to this simple interest loan would always first be
  credited to all daily-accrued interest or late fees before the remainder is
  credited to principal.  If the consumer
  wishes to make additional payments to the loan that would go entirely to the principal,
  such payments should be made on the same day that a payment that has paid the
  accrued interest has been credited to the loan.
  
  CU1 apologizes for any confusion in this matter or that
  this was not clarified when speaking to our representative.
  
  
  
  Sincerely
  
  
  **** ******
  Compliance and Special Projects Supervisor

• Initial Complaint

  Date:06/13/2023

  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.

  On the 6/8/23 I got a call from the bank about a check that was deposited to my account I told the bank my cousin ******** ***** king was supposed to deposited the money I loan her it was supposed to be 1200 I did not no anything about a 2900 and I don't no anyone that leaves in Florida that where they told me the check came from

  

  Business Response

  Date: 06/22/2023

  Re: Complaint #******** ******* *******
  
  To whom it may concern:
  
  Please accept this letter as our response to the above
  complaint.
  
  Ms. ******* is a victim of fraud, and our fraud
  department is working with her to get this resolved and a new account
  established.  The check for $2955,
  deposited as a mobile deposit, was returned as altered/fictitious. This check,
  however, was not deposited by the complainant but by a third party who accessed
  her account maliciously.  The funds from
  the check were not withdrawn, so no loss was incurred by either the consumer or
  by Credit Union 1 (CU1). 
  
  The account has been restricted in an effort to protect
  Ms. ******* from any potential fraud loss. 
  Again, our fraud personnel are working with her to protect her and
  establish a new account.  She may follow
  up with those employees if she has any further questions or concerns.
  
  
  
  Sincerely
  
  
  **** ******
  Compliance and Special Projects Supervisor

• Initial Complaint

  Date:06/12/2023

  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.

  I tried to log in to my account. I called their rep. they said that they could not help me at this time. when I tried to call back, the line was always busy. I tried other numbers, always busy. I tried email. the automatic reply said thy would get back to me. No reply. This has gone on for a month. I did talk to one rep, who was in charge of lost cards, but she could not help me or reach anyone on the numbers that the COMPANY provides.

  

  Business Response

  Date: 06/21/2023

  Re: Complaint #******** *** *****
  
  To whom it may concern:
  
  Please accept this letter as our response to the above
  complaint.
  
  Upon receipt of this issue, our member solutions staff reached
  Mr. ***** and helped him to get set up with his online account access.  We believe our member is satisfied with this
  resolution.
  
  CU1 apologizes for any inconvenience this may have caused
  Mr. *****.
  
  
  Sincerely
  
  **** ******
  Compliance and Special Projects Supervisor

• Initial Complaint

  Date:04/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 31 , I received the mortgage pay off letter from Credit Union 1 to process closing on Apr 1. The letter shows the incorrect amount that we found today Apr 10. The agent admitted they made a typo when issuing the mortgage pay off letter. Instead of adding escrow account cost, they deduct the escrow amount from the principal which caused me pay more $200 to pay off the mortgage. It is not fair to let the customer to take the consequence of the mistake made by the bank side.
  
  I hope credit union offset $ 200 from the mortgage pay off cost. The amount they provided in the mortgage pay off letter should be the amount they charge.

  

  Business Response

  Date: 04/20/2023

  To whom it may concern:
  Please accept this letter as our response to the above
  complaint.
  On March 31, *** ** received a mortgage payoff letter
  from Credit Union 1. Unfortunately, on April 10, it was discovered a difference
  of $246.08 between the mortgage payoff notification provided by CU1 and the actual
  payoff amount.  
  After further investigation and as a result of the error,
  CU1 will reimburse the difference to the member.
  CU1 apologizes for any inconvenience this may have caused
  the member.
  

  Customer Answer

  Date: 04/21/2023

   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.

  Since I closed the credit union account on the pay off date, just check how I will receive the refund

• Initial Complaint

  Date:04/08/2023

  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 didn’t not apply for a credit card with this company I don’t have no credit history my identity has been stolen and they are threatening to sue me and sending notices to my sick grandma address and won’t stop and I ask this company to add my name to cease and desist.. I didn’t not apply for the card and will not pay for it .. please open up a fraud investigation please leave my grandmother alone I don’t live in Texas

  

  Business Response

  Date: 04/12/2023

  To whom it may concern:
  On March 29,2022, Credit Union 1 received
  a BBB complaint for *** *****. The complaint was regarding the time that it
  took for *** *****’s credit card account to be opened and how long the credit
  card took to get to him. Since then, *** ***** has been in contact with our
  fraud department multiple times.  On June 3, 2022, Credit Union 1 received
  a second BBB complaint from *** *****. This complaint was made by *** *****
  stating he did not apply for the credit card. Credit Union 1 responded on June
  8, 2022. Our letter included the dates when *** ***** had called Credit Union 1
  or had been contacted by our fraud department in reference to this credit card.  *** ***** has spoken to our
  collections team and our fraud team multiple times in reference to the credit
  card. The information has been reviewed by the manager of our fraud department
  and has been determined the credit card application and transactions were not
  fraudulent.

  Customer Answer

  Date: 04/12/2023

   I am rejecting this response because:
  
  I didn’t apply for this credit card or a checking account and they didn’t give me the option to send in police report .I don’t live in Texas and they are harassing my family. I’m disabled man I don’t have a income or a job 

  

  Business Response

  Date: 04/14/2023

  Please be advised that any claim
  made by the consumer that he did not apply for a credit card with Credit Union
  1 (CU1) is false.  Our fraud and
  collections departments have spoken with *** ***** on many occasions.  The identity of the consumer has never been
  in question.

  A clear proof rests in the
  records with the BBB.  The consumer first
  made a complaint on 3/29/2022 (#********) that he had applied for a credit card
  and that CU1 was taking too long to open the account.  On 6/3/2022 (also #********) he made a complaint
  that he had not applied for a credit card. 
  Subsequent investigation, as well as direct contact with the consumer,
  has determined the second claim to be nonsense. CU1 is no longer handling this
  matter.  We have contracted with a law
  firm who has filed suit against *** *****. Under that contract, CU1 will not be
  directly attempting contact with the consumer and cannot resolve the debt
  directly with the consumer.  The consumer
  can contact the law firm listed below to get information or pay his debt with
  CU1.  If the consumer wishes to continue
  his false claim of identity theft, he may do so in the court of law when his
  case is heard.

  Customer Answer

  Date: 04/17/2023

   I am rejecting this response because:
  
  I didn’t open this account someone may have use the card and the bank isn’t sending me the statements to my address so I can dispute the charges of a card I never openi ask this company placed me on cease and desist status 

  I don’t work I’m on disability I don’t have any good credit this creditor has call me and threaten me with jail time and arrest my family if I don’t paid this Fraudlent debt