Complaints

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

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  Baxter Credit Union

  340 N Milwaukee Ave Vernon Hills, IL 60061-1533

  
• 

  Baxter Credit Union

  415 S Main St Crystal Lake, IL 60014-6204

  
• 

  Baxter Credit Union

  1 N Field Ct Lake Forest, IL 60045-4810

  
• 

  Baxter Credit Union

  1 Baxter Pkwy Deerfield, IL 60015-4625

  
• 

  Baxter Credit Union

  25212 W Il Route 120 Round Lake, IL 60073-9610

  

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:11/12/2023

  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.

  We got a loan from BCU for a truck on 08/22/2022 we purchased the extra insurance so if one of us died the truck would be paid for. My wife died on 09/21/2023 when I reported it they said the would only pay 25 % because she was over 70 they never told us this when we bought the extra insurance and she was already over 70 at that time. She called 2 months prior to her dying and asked if the truck would be paid for if one of us died and was told yes it would be paid for. Then when I filed the claim they only paid 25%.

  

  Business Response

  Date: 11/22/2023

  Please see attached.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20859597
  
  I am rejecting this response because:
  I have been in contact with BCU employees and was told the truck would be paid off by the insurance I also have in contact with insurance my wife was 70 and 10 months when we got the loan and the insurance and was never told that it would only pay 25%
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/04/2023

  Please see attached 

• Initial Complaint

  Date:11/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother, who is a member/customer of BCU passed away on 3/15/23. She had multiple accounts with BCU including a vehicle loan at the time of death. My Mother was enrolled in an insurance program (TruStage formally known as CUNA) that was offered as part of her loan in the event that she passed away as she did unexpectedly. The loan was eventually paid off on 10/27/23 by TruStage. At this point, the loan was in collections within BCU and the payoff given to the insurance company (TruStage) on 10/26/23 was for 22,8XX which was paid in full. This claim was dated back to the date of loss/death which was 3/15/23. The bank harassed me to pay a remaining balance of $973.** I fought because it was not rightfully owned since it was dating back to 3/15/23. BCU removed that amount eventually. Now they refuse to reimburse my Mother for the money she had in her account on the *** as they paid it toward her vehicle loan on 3/31/23. Additionally, my Mother was charged for three months of the accidental insurance ($29.xx) AFTER her death for the months of April, May and June 2023. BCU was notified of my ******** death immediately so there is no excuse for the additional fees and charges. I've spent over 20 hours of my time being on hold, being told lies by supervisor **** and no one assisting in this matter. This issue has not been resolved. BCU has every documentation needed on behalf of my ******** estate.

  

  Business Response

  Date: 11/20/2023

  Please see attached. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20848712
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 11/27/2023

  This issue is not resolved. No resolution was given when monies are owed. 

  *************************** Response to Complaint #********
  11/22/2023
  
  My ******* Queen **************** passed away on 3/15/23 and BCU was notified within 5 calendar days of her death. BCU never informed us (the heirs) of the *** through TruStage,formally known as CUNA on her loan. I researched this myself and filed a claim.A pending death certificate was provided to BCU on 4/18/2023.
  On 3/15/23, the loan balance for the vehicle was approximately $22,***. On 3/31/23, the ending loan balance was $22.781.42 (see attached statement, exhibit A). I am not sure what the daily accrual interest but the interest was to stop on the date of death per BCU. On 3/31/23, BCU added the $28.44 charge to the loan balance for the *** which should have been discontinued on 3/15/23 and the remaining balance in the checking account on the date of date $118.45 (after all posted debits). This remaining amount was transferred to the loan balance on 3/31/23.
  I received a letter from BCU dated 4/11/23 that the payment of $360.85 was past due after the $118.45 was taken from the checking account.(see attached letter, exhibit B). The amount breaks down as the following:
  The standard payment: $479.30
  The late charge: $29.00
  The total past due: $360.85 ($479.30 $118.45 = $360.85)
  After several months of non-payment, the account was placed in recovery. The loan was not being paid for multiple reasons, TruStage needed an official cause of death which was not determined until 7/27/23. The death certificate was immediately provided via email once I received it.TruStage requested additional medical information because the coverage was in place for less than 6 months (per their policy). Once that information was received from the medical provider, it was immediately emailed to TruStage. On 10/27/23, ******** informed me by phone that the claim was approved and the loan would be paid in full and the request loan balance from BCU was $22,818.34. TruStage stated that it was paid on 10/27/23 by electronic wire. I was informed by TruStage that their process is to contact BCU for a payoff and pay the balance in full (100%). Additionally, because there was no will, BCU required that a small state affidavit was filed, this process took several months.
  On 10/31/23 BCU informed me that there was an outstanding balance to release the lien of $973.18 and that they had received a payment of $22,818.34 from TruStage. I explained to them that this is inaccurate, there should be a $0 balance and a refund for the $118.45 plus three months of *** coverage that was inadvertently charged to the loan which should not have been charged to a policy that is no longer in existence. Additionally, an employee at BCU informed that if the claim was approved, the $118.45 would be reimbursed and this was during a call made sometime in April/May 2023. Fast forward, once the loan was paid by Trustage and after spending endless of hours going back and forth with BCU and more specially a supervisor who did not do what she said she would, I took it upon myself to email the CEO/executive of my complaint on 11/7/23. The following day, I received an email (on my Mothers email account)that the loan was paid in full. That same week, I called back to BCU and spoke with **** (supervisor) again, repeated in detail my issues and asked why she did not reissue the claim for the remaining loan balance and send the pay off request to the back office as she promised she would do the week prior. On this day, I spent over 2 hours and 45 minutes on the phone with **** (during this one call), and demanded a refund of $118.45 plus the three months of *** that was charged. After going back and forth, she agreed to call me back with a resolution the same day. Well **** called me back telling me that its TruStage policy that the *** has to be in place for 6 months in order for the claim to be paid so they were charging that amount and that BCU did me a favor and paid off the $973.18 because it was due. I confirmed with TruStage that this is not true, because the policy was not in place for 6 months, they required additional documentation. I also requested that I be provided a copy of the policy that my Mother signed stating this and I would be fine with that. This was never provided.  As you can see, I was not happy because it is illegal to charge me for a non-transferrable policy that is no longer in place and she could not tell me what the remaining balance was for because that is not my cost either. BCU agreed to refund the $118.45 and the remaining account balance of $2.01. On 11/18/23, I received a check in the mail (see exhibit C) for $120.46 (refund of the $118.45 + $2.01). I was never refunded for the *** that was supposedly inadvertently charged).
  Lastly, I received an account statement ending 10/31/23 from BCU (see exhibit D). In this statement you can see the loan balance and additional charges for the ***. This loan balance includes fees and interested as well.
  Balance: $22,838.41
  Payment: $22,818.34
  Interest: $952.11
  Fees: $203.00
  Principle balance: $21.663.23
  (principal balance + interest + fee = payment). Based off the loan balance, my guess is that the daily interest accrual is approximately:$5-$7/daily. With this being said, where is the additional $973.18 coming from that I was told I owed? Where is the refund for the ***? On 10/31/23, why is *** still being charged? Was *** being charged more than the three months that I was told (April, May and June)?
  Requesting: All account bank statements from 3/2023-10/2023,mailed to the address on file. I have them but they are filed away. Also requesting that any and all *** payments charged to this loan after 3/15/23 be refunded in full. It appears that this was still being charged until you received payment on 10/31/23, which means that I would be owed for all months from 3/15/23 10/31/23. This now sounds like more than the originally requested refund.
  Note: There was no favor given by BCU in writing off the remaining loan balance that came from the blue sky. All of the documentation proves that my Mother was continuing to be charged for the *** after her death and the final payoff balance was paid in full! Please research this information.
  Grenesha B Upton 

  

  Business Response

  Date: 11/28/2023

  Please see attached. 

  Customer Answer

  Date: 12/21/2023

   
  Complaint: 20848712
  
  I am rejecting this response because:
  

  see attachment

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

  

  Business Response

  Date: 12/29/2023

  Please see attached.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20848712
  
  I am rejecting this response, see attached response. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I was looking to see which financial institution would offer me a higher loan, to get my vehicle, back to the credit union was one of the financial institutions that I seeked an auto loan from. I ended up with going with a different financial institution however, back to the credit union claims they have a contract from me saying that I am in debt to them $25,000. I have been trying to obtain this contract for a year now and they just sent it to me today and the signature does not match my signature. I also do not ever sign anything on docusign. The collection agent, ***************************** asked for my lawyers number to see what was going on and I gave it to her and she never contacted him so I gave her my lawyers information for no reason whatsoever.I now have two car loans for the same vehicle and only one of them is supposed to be there and baxter credit union is not one of them! They are claiming that I am responsible however, I dont see how I am responsible for a loan that I didnt sign for. They said they sent the check to the dealership which is vroom. However, I did not tell them to. I need to situation is rectified immediately because its making a negative affect on my credit score, and my actual financial institution with my auto loan is in a positive. The other financial institution has the lien contract and title, and back to credit union does not have any of those things. I need the situation resolved immediately!!!! I have also noticed ***************************** quoting things that I have been posting on my social media accounts. It appears that she has been stocking my social media for a while. I do not feel safe with her having my personal information.

  

  Business Response

  Date: 11/28/2023

  Please see attached.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20837439
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 11/29/2023

  The reason why payments and payment extensions were made was because I was confused on who was the actual lienholder. Like every other person, I went to see who was going to give me the largest amount of money for a loan at that time I thought it was Baxter credit union, but it was ******** financial. The reason why I found out I was not supposed to be with Baxter. Credit union is when ***************************** told me that I signed a doc you sign contract. That is when I realized Baxter credit union is the one that I rejected and I actually went with ******** financial because I never sign DocuSigns. 
  

  it has been going on for that long and I was fearing things that I didnt have to fear because I did not sign anything. I have emails proving that I denied the loan with Baxter credit union. As far as my case with vroom it is not for the clear title. It is for them selling me a vehicle that has been on recall for two years. The title part was going to be added, but now it has been amended. 
  

  if you want documentations from that case, like I said to your representatives, you can speak to my lawyer, because at this point right now, you guys did not do your homework and now youre telling me someone forge my signature and that you wont remove some thing that I did not sign for from my credit report. Baxter credit union sent Vroom a check you guys never sent me a check! Your issue is with that car dealership not me and I demand that it is removed from my credit report and that I get no further communication from Baxter credit union ever again we have no more business or dealings with each other. Yesterday your title department sent me a $29 fee email. 
  

  let me make this perfectly clear you are to not contact me ever again and I need that loan that you have on my credit report removed. if you are declining to do this, then we have no other choice but to handle this in court because I can prove that that signature is not mines and I can prove that I declined the loan with Baxter credit union because its clear as Day in email.

  And as far as *****************************, not being on my social media accounts, she accidentally liked a picture. And what you guys are doing is illegal and Im not here to play with any of you

  

  Business Response

  Date: 12/08/2023

  Please see attached response. 

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20837439
  
  I am rejecting this response because:

  you just stated that the company said the attorney said they do not have appending case against *****, and that they dont have me as a client. In my previous response, I told you that all of that was amended, and it is no longer against vroom. I am now requesting the documents for ACH where are you confirmed that that was my signature. I also would like to see the proof of you contacting the attorney, claiming that they do not have a client by my name because they literally contact me every other week. I have those emails. You also have not commented back on the fact that I said the reason why those payments were made is because I thought Baxter credit Union was the one I actually signed with for $28,000. All youre doing is repeating everything youre saying in a new email. 
  

  you also stated that ***************************** would never look up on my social media accounts. The Lien on my title is correct ******** financial is the lien holder. And like I said, I have communications that I have with BCU where I told them, I do not want to move forward with them in a loan. 
  

  Please see the attached because on everything from Vroom, it says ******** financial, the attorneys that you contacted help me realize that so I actually did go with ******** financial and not Baxter credit Union and you guys should have the same documents.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/21/2023

  Please see attached. 

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20837439
  
  I am rejecting this response because:

   

  that is not my signature also, in order to prove that someone truly made a DocuSign signature. It Has to be taken to the Supreme Court. In your rebuttal, you said that I made payments to my loan. However, thats not whats reflecting on my credit report on my credit report its reflecting that the loan was closed at the entire balance that you paid, and that nothing was paid on it.  
  

  before I contacted BBB, it said that there was a higher amount but now you guys put it back to the amount that it started with, but you claim I made payments.

  You also stated in the first rebuttal that I never provided you any Law information about attorneys or anything but all of a sudden you have my attorney number and name but they said that theres no case and Im not a client. 
  

  I have signed Retainer for that *********** and all youre doing right now is lying. You guys dont even have a copy of my drivers license you couldnt have it because when I applied for a loan with you first I did not have a drivers license. I was shopping around to see how much I would get approved for when I obtain my drivers license. 
  

  So exactly how was I able to apply for a loan and complete alone without you guys having my drivers license? From my understanding that is illegal. If you cannot legally provide proof that I signed a contract with you, then you must remove that loan from my credit report and cease all calls! 
  

  you must prove that that is my signature and the only way to do that is by the Supreme Court because I can show you a copy of my drivers license right now and the signature that youre showing me does not match the signature on my drivers license. 

   

  there is also email communication with the sales rep that I was going to continue the loan with BCU and I told her that I no longer pursuing BCU! I sent her the copy of the purchase agreement with ***** and in that purchase agreement it says ******** financial is the lienholder. I made my down payment from my bank account, and ******** financial took care of the rest! 
  

  your quarrel is with vroom, not me. And unless you possess substantial evidence proving otherwise I need you to remove that loan from my credit report just like you removed it from Trans Union and Equifax it needs to be removed from Experian. 

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

• Initial Complaint

  Date:11/02/2023

  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.

  someone took advantage of me. and was only supposed to charge my card around **** but only refunded me **** of the **** they took. bcu keeps saying they are going to credit my card but have not done so and every time i send them info they do nothing about the matter. i'm a authorized user and is my mothers ********************** card the person stealing $5,280 from

  

  Business Response

  Date: 11/17/2023

  Please see attached. 

• Initial Complaint

  Date:10/15/2023

  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 am writing to dispute several accounts that have been fraudulently opened in my name with Baxter Credit Union. This dispute is in regard to a car loan, two personal loans, and a credit card that were opened without my consent or knowledge. I believe my identity was stolen approximately two years ago, and I have taken the necessary steps to report the identity theft and secure my personal information.The identity theft was made possible by a series of unfortunate events, including the ************ leak, theft of my personal documents (passport, ID, and SSN card), and potential data breaches affecting my email **************************** bank account information (Chase), and other online services.I became aware of this identity theft when I recently reviewed my credit report and discovered a multitude of negative information associated with these fraudulent accounts. I have taken immediate action to rectify the situation, including reporting these fraudulent accounts to the relevant authorities and adding a fraud alert to my credit reports with my updated contact information. My current contact information is as follows.Please note that any other contact information used in these fraudulent applications or account openings, such as the phone number ************, is incorrect and has been used without my authorization.I am formally requesting that you promptly investigate these fraudulent accounts and remove them from my credit report. The presence of these accounts is causing significant distress and negatively impacting my everyday life. I kindly request your immediate attention to this matter and ask that you expedite the investigation and resolution process to minimize the harm caused by these fraudulent accounts. I understand that resolving such matters may take time, but I urge you to prioritize this case, given its impact on my daily life.

  

  Business Response

  Date: 10/23/2023

  Please see attached. 

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20735814
  
  I am rejecting this response because:

  I have provided the ** with the documents. I do not have a phone number I can be reached. This matter can be handled via BBB or email which I have provided. The ** can request any documents they need from me through the email I provided. If this matter drags out I will have to seek legal action.

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

  

  Business Response

  Date: 11/02/2023

  Please see attached

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20735814
  
  I am rejecting this response because:

  I PERSONALLY NEVER OPENED A MEMBERSHIP.
  THERE WAS AN IDENTITY THEFT ALERT ON MY ACCOUNT BEFORE AND
  AFTER THE ACCOUNT WAS ESTABLISHED PLEASE SEE ATTACHED DATED 12/17/2020.
  NO PROOF OF IDENTITY WAS EVER DONE BY ME. WHOEVER GAVE YOU FALSE DOCUMENTS WAS NOT ME AND IS IN FACT IDENTITY THEFT.DOCUMENTS CAN EASILY BE MANIPULATED. PLEASE REMOVE ACCOUNTS AND RE LAUNCH INVESTIGATION. 

   

  PLEASE SEE ATTACHED DOCUMENTATION
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 2023 attempted to make a payment (principal or regular loan payment), they told me due to interest rates changing that they could not take a payment of any kind and I would have to wait until August to make payments. Upon ********** in their automated phone system will not take calls. After years of dealing with them they will not allow me to make online payments or access my account online. I pay towards the principal and was several months ahead only to not be permitted to make further payments. I am divorced now and need the ex taken off the account. Asked for a 10 or 30 day payoff via the mail that I never received.

  

  Business Response

  Date: 10/20/2023

  Please see attached. 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20704233
  
  I am rejecting this response because: 

  So they cant take a payment toward the principals due to a rate change either. They did not resolve anything other than making it known that theyre crooks. 

  
  

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

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20704233
  
  I am rejecting this response because: 

   So they cant take a payment toward the principals due to a rate change either. They did not resolve anything other than making it known that theyre crooks. They received calls from me and would not take a payment.

   

  How many financial institutions will not ***** online access to their accounts, nor allow a principal payment? No one other than Baxter Credit Union. 

  
  

  From May through August I was disallowed to make any payments at all. 

  
  

  I have not been allowed online access to my account or the ability to make payments online since I began borrowing from them. 

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

  

  Business Response

  Date: 12/18/2023

  Please see attached. 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: ********
  
  I am rejecting this response because:

   

  I understand that there is protocol and business jargon to deal with when conducting business with corporations or larger businesses. However, over the years I have received nothing but the run around from Baxter Credit Union. 

  
  

  My latest issues have been stated in my complaint, which has been given the identification number of ********.

  To reiterate and for clarification, I could make principal payments via the phone until May. Once I had three payments in advance, with principal payments included, I was told that I could no longer make any payments at all. I was told at first during the May phone conversations that they did not know why I could not make any payments, later in that same call and after a transfer to a shift supervisor, it was told to me that it was due to a rate change that was to take place in August of two-thousand and twenty-three (2023). No one explained to me that payments could be made via a postal courier, just that I could not make any payments until May. They have their voice recordings for clarification purposes that will attest to that, and that they have shared via their BCU Response to Complaint #******** e-letter to the Better Business Bureau (BBB). They deem the matter satisfactory in their eyes. I respect that the BBB closes their own matters as the BBB sees fit. 

  
  

  I was also placed in touch with ******************************* concerning access to my account online. ******************** called and left a message, and I did indeed ask that she or BCU contact me via postal or electronic mail. Phone relations have not worked, therefore, I will need proof of all communications from here on out. ******************** stated in the letter dated 8 December 2023, sent after her phone message, that I had lost access to my account online due to a loss that I caused BCU. I have not had an account with them other than the mortgage account for decades now and was told that I could not terminate my share (savings account) until all loans/debts had been settled. After contacting the BBB, BCU is now willing to reinstate my online banking with them if I open another savings account with BCU. I am grateful for ******************** simply because she is the only soul that Ive dealt with to this point that made me feel like I was dealing with a human being. ******************** was professional and courteous enough to give me a name. 

  
  

  To conclude, I am mailing my divorce settlement to the ******************** located, according to the letter that I received from BCU, at: 

  425 *********************

  *****, ** 08618  

  I have no desire to reapply or to have my information sent to someone/anyone who is no longer in my home or part of my responsibility or immediate family. My right to privacy should be respected and with certified proof of legal severing to all other parties, connections, and obligations, I am the sole possessor of the responsibility for this debt and sole owner of the home and all property with no liens whatsoever once the debt is finalized and paid in full. 

  
  

  Thank you, 

  
  

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

  

  Business Response

  Date: 01/11/2024

  Please see attached file. 

  Customer Answer

  Date: 01/24/2024

  Complaint: 20704233
  
  I am rejecting this response because: Simply stated as I stated in the last email, I was told that I could not close the savings (share) account with loans open. I was told, however, that I could not access the online account due to restrictions, and that no payment could be taken over the phone concerning my mortgage. It wasn't until I made contact with the Better Business Bureau (BBB) that I was offered the reinstatement of online privileges with Baxter Credit Union (BCU) upon opening a new share account. 

  
  

  Again, as I had stated in the December 26, 2023 letter, and they have verified the dates spanning back over two decades ago, that I have not had an account with them other than the mortgage account, and no information about the possibility of having online access to my account dating back to the May **** dates that they mention in their rebuttal. Again, until now with the involvement of the BBB, for decades I have not had access or information clarifying potential access to online access. My only concern is paying this loan off and being done with BCU. 

  
  

  I have not heard back from BCU or their assumptions division concerning the removal of my ex spouse from the current loan either. We have been divorced now for sometime and I have mailed the information that BCU asked for during the same date mentioned above concerning the BBBs involvement. 

  
  

  I am enclosing the same notarized/certified divorce documents that were mailed certified mail via US ************** ****** to BCUs assumptions division in this email as well. 

  
  

  Once again, I thank you for taking time to help with this matter. 

  
  

  Best regards, 

  
  

  L.T. Wynkoop 

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

  Customer Answer

  Date: 01/24/2024

  Complaint: 20704233
  
  I am rejecting this response because: Please see the attached document.
  
  Sincerely,
  
  ***********************; 

• Initial Complaint

  Date:09/18/2023

  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.

  Unfortunately, I had some fraudulent charges to occur on my credit card from the dates of 9/09 to 9/11 totaling $1,047.02. I have called and brought the fraud charges to the attention of BCU third party call center who handles their disputes. I have since been issued a new card. However, the fraud charges are currently active on my account. I was advised today by the leadership team which supposed to be a supervisor when you request to speak to one that I am responsible for making a payment on the account even though they are fraud charges if I want to keep my account in good standing. I want the fraud charges to be removed and the credit reports to be updated with the accurate information as I didn't have a balance or any pending charges prior to the fraud charges.

  

  Business Response

  Date: 09/22/2023

  Please see attached

  Customer Answer

  Date: 09/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:09/16/2023

  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.

  Was signed up for Loan Protection without my knowledge. This protection is the only itemized item on my loan so assumed the monthly charges were interest. The protection is the second tier that covers death and disability; at my age and class of trade neither of these make sense. BCU not only will not refund the charges, they continue to charge me monthly for the protection two months after the initial complaint.

  

  Business Response

  Date: 09/19/2023

  Please see attached

• Initial Complaint

  Date:09/11/2023

  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.

  Account Name: ********************** Amount: $29871Date Opened: 7/25/2023Account # **************** Account *************************** C.U. Date Opened: 8/16/2023 Account #**************** Please remove the fraud Account from my ********************** Report does not relate to any transactions that I have made.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 USC 168i(15) the credit bureaus have to modify or delete account that are not reporting accurately. According to 15 USC ****b(1) the credit bureaus dont have no written permission According to 15 USC **** have the right to privacy According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .(B) Reporting information after notice and confirmation of errors According to 15 USC **** I have the right to privacy According to 15 USC ****s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.(B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. The credit bureaus have no respect for the laws.

  

  Business Response

  Date: 09/22/2023

  Please see attached

• Initial Complaint

  Date:09/06/2023

  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 opened auto loan with BCU on 3/30/2023 for my Acura RDX. ***** rep emailed me all documents needed and said without the signatures i could not proceed. soon after i was charged a monthly fee for some protection loan which I canceled as soon as finding out and we contacted BCU on 7/19/2023 for payoff letter which we received from rep: ************************** Dealer made a payoff on 7/26/2023 in full. Then what do you know... another **** charged to my account for some CPI loan charge! I've been calling calling calling, chatting with so many different reps who says.. OH once loan shows paid off in our system, the funds will be removed after 30 days!It is now 9/06/2023 and you all have deducted the payment from my checking!!!! Still no one to offer help and the sales rep is always out of the office and there is NO ONE avail to help!!! I am disguisted by BCU thus using them for over 5 years because it was offered thru my employer!!! SUCH BAD SERVICE!!!

  

  Business Response

  Date: 09/15/2023

  Please see attached.