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:08/09/2023

  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 am not liable for this debt with Baxter Credit Union. They did not provide me documentation with method of verification of this debt belonging to me.

  

  Business Response

  Date: 08/17/2023

  Please see attached. 

• Initial Complaint

  Date:08/02/2023

  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 am having major with BCU that I need addressed immediately I paid the ****** on my account on July 3 2023, and another on July 28 2023 it is August 2nd 2023, I am getting another notification that my account is in the negative!! BCU needs to find that money to take care of the balance and I want to close my account permanently this credit union is terrible and I have the bank statement where the money was withdrawn from my USAA account as proof and paid in full no issues. Take care of this now BCU and I want my account closed, ive been calling over and over & your representatives just hang ** in my face this is ridiculous

  

  Business Response

  Date: 08/09/2023

  Please see attached. 

• Initial Complaint

  Date:07/27/2023

  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 07/24/2023, LifeLock informed me by email that my personal information was used to apply for a loan/credit card with Baxter Credit Union. I indicated to LifeLock that I had NOT requested a loan/credit card with this institution, in fact, I don't have and never have had an account with the institution. LifeLock initiated an investigation. I decided to contact the Baxter Credit Union to inform them of the attempted Identity Theft. Baxter Credit Union telephone representatives have been unable to provide me any information, although I've been told my issue has been "elevated" to investigative personnel (?). I have repeatedly contacted the Baxter Credit Union and requested a status of their investigation. I have not received any information and I have provided them my SSAN (for identification) and contact information. I am concerned about Identity Theft and feel prompt action by any institution that has been informed of the possibility of Identity Theft would be laser-focused on prompt resolution. I fear this is not the case with Baxter Credit Union.

  

  Business Response

  Date: 08/02/2023

  Please see attached. 

  Customer Answer

  Date: 08/07/2023

   
  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:07/20/2023

  Type:Product 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 7/10/23, I noticed an email from BCU Fraud Alert stating that there were 3 unauthorized transactions of $9.99 from DISCORD* GIFT NITRO. I called ************ at 7:13 pm. During the 23-minute call, I informed them that I do not have a Discord account and don't use that site. I was advised to wait until the transactions were posted.On 7/12/23, I had another 26-minute call, and I was told to call back once the transactions were posted. The representative mentioned that the prior rep could have already put the information in, so the refund would be automatic once it posted. They assured me that my debit card would be shipped via express mail.Today is 7/20/23, and I still do not have my debit card. As a result, I had to add my ****** ************* ending in ****) and used Zelle to send myself money on two occasions: $30.00 on 7/15/23 and $25.00 on 7/17/23. When trying to verify my ****** (*****) with deposits of $0.12 and $0.02, I encountered an error (Snapshots provided). I reached out to chat and explained the situation to the representative, providing the amount involved. However, they seemed unsure of the issue and said the external ****** account was blocked by the account protection team pending verbal confirmation that the account is under my name and that I linked it.Today, while attempting to send myself more money as I still don't have my debit card, ***** has mysteriously disappeared! I called ************ and had to go through the same process with two different representatives. The specialist I spoke with last asked me what I needed, to which I replied, "Access to my money!" He mentioned that he would send this for review, but I'm frustrated with the situation as I've been calling since this happened, and now I have to wait again.

  

  Business Response

  Date: 07/26/2023

  Please see attached. 

• Initial Complaint

  Date:07/19/2023

  Type:Delivery 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.

  BCU was given a unique/private email address to contact me. I now have received email to that unique email address from another entity/party. The content of the email was not business related and not appropriate to post here. The only entity knowing about the unique address is BCU therefore I am looking for an explanation of how / why this happened. I Have made several attempts to call and get to a specialist that can help, but 2 call and 7 transfers with 2 hours on the phone and still no answer... The only response I received from BCU is they dont know how it happened and offered an answer of... BCU does not sell personal information and not willing to investigate BCU internally.

  

  Business Response

  Date: 07/20/2023

  Please see attached.

  Customer Answer

  Date: 08/01/2023

   
  I reject the response from BCU.
  First - BCU claims they do share information for legitimate business purposes, but the content of the email starts out.
  Hello I am authentic lady, Im looking for someone who values honesty is in fact not legitimate business purpose.  
  I feel BCU has not taken the time to investigate the possibilities of BCU and/or its affiliates  data has been compromised and negligent whether intentional or unintentional.
  Second - The domain in which the email address was given to BCU was designed for accountability for my vendors , BCU being one of many.  This domain is private and not posted publicly and  all attempts are monitored regardless of the naming format of the user.   So the suggestion from BCU that this email was targeted by bots or other AI application is impossible.  This domain receives less than 10 messages a month and I have many other vendors with shorter user names and have never had random emails such as above.
  With BCU sending a short and unsupported mail to this request it would appear they do not take these complaints seriously.  I was hoping to get a call from someone to get the details around this but only received a mailing that does not give me anymore confidence that what I ended up with after 2 hours on the phone.  
  
  ***

  

  Business Response

  Date: 08/03/2023

  Please see attached. 

• Initial Complaint

  Date:07/18/2023

  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.

  I was *****ed a housing ***** to help pay my rent because I am facing eviction due to a hardship. Because I used this company recently with this account the funds to pay my rent was deposited into this account but it is supposed to be closed because I have no access to this account online or in person. Upon talking to the ******************************* that they funds to pay my rent came from and told them the account is closed they informed me the funds will be rejected. The funds were not rejected they deposited the funds into the account to cover an old balance on that account. The ******************************* told me to contact BCU to get the funds rejected because it is a ***** to pay for my housing BCU will not send it back to them or released it to me. If I would have access a long time ago before I became disabled and not able to work I could have made payment arrangements on this account but I DONT so they just going to keep this hardship money. I need my money or I am going to be EVICTED and if you can return it to me they need to send it to the source because they are limited fundings and someone else can use those funds. I NEED HELP ASAP!!!!!!

  

  Business Response

  Date: 07/20/2023

  Please see attached 

  Customer Answer

  Date: 07/21/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2023

  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.

  Hello,I have been noticing that in my account that debit card pre-authorizations for amounts larger than $200.00 are being expired by Baxter Credit Union within ***** hours. I have spoken to the merchants to see if they are canceling the pre-authorizations on their end and they have confirmed they are not. I have spoken to a BCU representative who transferred me to card services and the card services representative assured me there is nothing wrong with my card that would cause a pre-authorization to fall off or expire that quickly.I researched pre-authorizations and all of the information I have found states that the length of a pre-authorization hold is determined by the financial institution and pre-authorizations might also expire early if the merchant or customer cancels the debit card transaction. Neither of those latter things have happened in my case so it leaves me to believe it is BCU cancelling these transactions early in an effort to hopefully catch customers who are not paying attention and that might spend the balance that looks available and thus incur overdraft fees. This has happened to me a few times when BCU released pre-authorizations and because I was not paying close enough attention I took my available balance for what they said it was, made more purchases, and then incurred multiple $29 overdraft fees, all because I didnt see that BCU prematurely expired and removed the pre-authorization for a large charge. Here are two recent live examples:I made an online debit card transaction if $351.94 on Friday 7/14/2023 it was pre-authorized on my BCU until yesterday Saturday 7/15, and now the $351.94 appears in my account as available funds. Thankfully I am paying close attention now so BCU will not get to profit off of me for any nsf fess this time around. Second recent incident I paid a bill for $834.99 on 7/11. BCU released/expired the pre-authorization on 7/12 again making my available balance seem a lot more that it was!Very upset

  

  Business Response

  Date: 07/26/2023

  Please see attached 

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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.

  I filed a fraudulent activity late June for Temu and Olive ****** charges on my credit card account ending in ****. Not only did Baxter not take care of my issues for the olive garden charge of $85.56 on 6/15/23 but on July 6, 2023 they added an additional charge of $85.56. I have called 3x and continue to get the runaround. I spoke to ***** supervisor ********* services who did nothing and just put me back in the fraud queue, I spoke to **************** The security department who did nothing but give me the ************ phone number I'm which I have spent an hour 2x waiting for someone to pick up during regular business hours but no one can help me and no one can explain why the fraud charge of $86.56 was taken off and why Baxter decided to add another charge of $86.56. I'm fed up and need answers and the fees taken off immediately.

  

  Business Response

  Date: 07/24/2023

  Please see attached

  Customer Answer

  Date: 07/25/2023

   
  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:07/01/2023

  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.

  I am not liable for this debt with BAXTER CREDIT UNION. I do not have a contract with BAXTER CREDIT UNION, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 07/10/2023

  Please see attached 

• Initial Complaint

  Date:07/01/2023

  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 August 2018 my 2017 Jeep Cherokee was a total loss due to my son having a seizure driving and wrecking. The insurance paid value of car and Gap claim insurance should have paid remaining balance. Im not sure why but BCU indicated I still have a balance due. Which Ive disputed for almost 5 years. Recently I received a credit report alert that my closed account is reopened. I dont understand how or why. I am also filing a complaint with FTC as I feel like violations have happened.

  

  Business Response

  Date: 07/06/2023

  Please see attached

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20263801
  
  I am rejecting this response because:
  I have no documentation to support this conversation. Perhaps if I and my attorney can review I can be satisfied. 
  Sincerely,
  
  *************************************