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

  1 N Field Ct Lake Forest, IL 60045-4810

  
• 

  Baxter Credit Union

  415 S Main St Crystal Lake, IL 60014-6204

  
• 

  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:06/15/2023

  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.

  Hello I am writing this complaint because as a long time loyal member with you guys I have tried everything else to resolve this issue with these outrages NSF fees that has recently hit my account and my income has recently been affecting since having to care for my preterm newborn however I expect to be in a better place by August and I really just need these fees waived as it continues to cause a hardship on me and really sets me back on keeping my account in good standing especially when I need that account to remain active and open as it is my main account and I do like it. All Im asking is to waive the fees you have charged me because I dont want this to result in a depression with everything else and as a loyal member I would like to see you put your member first and have some empathy. As I have contacted you guys several times after exhausting every other option I was finally oversee to open a new account to prevent whatever merchant keep trying to charge me even though I have removed my account but Im disappointed that this was offered so late in the process when had this been offered sooner this could have avoiding all these outrages fees and there for Im asking with the new account to still please waive those fees. Please respond by fixing this issue and notify me by email if possible as I want no reason to miss your call or first contact. Thank you

  Customer Answer

  Date: 06/15/2023

  This is to (BCU) Baxter Credit Union for the **************** concerning a waiver of NSF fees due to hardship please

  

  Business Response

  Date: 06/22/2023

  Please see attached. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20189833
  
  I am rejecting this response because: as I stated I have been contacting BCU to prevent this continued issues with these charges as I cant control how many time other merchants make attempts even after I removed payment and had I been offered a new checking at those times when the first fees were waived I wouldnt have accrued so many more and there I should have the courtesy of having these remaining fees waived or at the very least an extension until September to get my account current. Please provide a better offer to really help during these difficult times as *** stated I do not want to lose my membership with BCU
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20189833
  
  I am rejecting this response because: as I stated I have been contacting BCU to prevent this continued issues with these charges as I cant control how many time other merchants make attempts even after I removed payment and had I been offered a new checking at those times when the first fees were waived I wouldnt have accrued so many more and there I should have the courtesy of having these remaining fees waived or at the very least an extension until September to get my account current. Please provide a better offer to really help during these difficult times as *** stated I do not want to lose my membership with BCU
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/30/2023

  Please see attached. 

  Customer Answer

  Date: 07/07/2023

   
  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 to waive the remaining fees which I see has been done and I truly thank you for your help and understanding. Just needed a fresh start and I have that now thank you 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/14/2023

  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 not liable for this debt with Baxter Credit union and do not have a contract with Baxter Credit union. I am victim of identity theft

  

  Business Response

  Date: 06/22/2023

  Please see attached. 

• Initial Complaint

  Date:06/10/2023

  Type:Service or Repair 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.

  Baxter Credit union lacks the needed staff to handle dire request in a timely fashion. On 06.10.2023 after 12 noon my *********** ending in **** credit limit of **** was deleted from the system along with the card number I tried reasoning with two agents one being a supervisor who couldn't even find the information this is unacceptable as a financial institution Baxter credit union shouldn't be able to operate in this fashion tarnishing consumers credit over such a small amount of money which would have gladly been paid

  

  Business Response

  Date: 06/15/2023

  Please see attached.

  Customer Answer

  Date: 06/15/2023

   
  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:06/08/2023

  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 reached out to Baxter credit union on May 5th 2023 to inquire if I could deposit checks into my account that were in the names of my two minor children. I was told by ******* that I could just to endorse it a certain way. They advice has now led to my account being locked and thats not my fault I was advised by BCU to do this they purposely let me down this road I want my account reopened so I can bring it back to a positive balance

  

  Business Response

  Date: 06/16/2023

  Please see attached. 

  Customer Answer

  Date: 06/16/2023

   
  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:06/03/2023

  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.

  BCU refuses to take a payment from me over the phone. They refuse to return calls, provide a balance, etc. I have left numerous messages. I am not threatening or abusive just professionally asking for a payment to be processed. Please help.

  

  Business Response

  Date: 06/12/2023

  Please see attached 

• Initial Complaint

  Date:05/26/2023

  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 05/21/23 I received an email from Baxter Credit Union's (BCU) credit monitoring service (**********) that auto notifies me about my credit, a delinquency was reported. I was shocked because I received NO prior email or phone communication from BCU directly about a late payment & have never had one with them before.I called BCU on 05/23/23 to file a dispute. The rep stated it was due to auto-pay failing but couldn't say why it failed. It happened in March even though my *********** payments went through. She did, however, state she'd open an investigation & also had her manager waive the late fee. Simultaneously, I paid off my balance from the "late" & currently due payment. The call was semi-frustrating as I was on hold a lot, but I was hopeful.She stated I'd get a follow up email in 3 days. So I called back on 5/26/23 after not hearing back. After several reps, I ended up getting the same rep as before. She, again, put me on hold several times only to say she couldn't help & that her manager "might" be able to call back on **************** day).I emphasized the time sensitivity of the issue. When I finally got the manager, she informed me my dispute was denied because "they did nothing wrong" & that it was my fault for not noticing it sooner. I went through every email from March - today's date & did not have a SINGLE email about a late payment, besides the auto email notifying me of the delinquency. I also never received a single phone call (I looked through my voicemails too). Of course though, I had emails about every single other transaction on my account & marketing emails.I also found it frustrating how they denied my dispute, even though they admitted fault by waiving the late fee. She even admitted other customers complain about auto pay & not getting notifications for missed payments, but these are "one off" situations & as a result can't help.I disputed through Transunion on 5/26/2023 & want the delinquency removed. Thank you for your time!

  

  Business Response

  Date: 06/01/2023

  Please see attached. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20110929
  
  I am rejecting this response. I took a deep dive through the "emails and messages" they sent to me and the reason it seemed like I was never notified is because not a SINGLE voicemail or email says anything about a late payment. The communication is incredibly vague and some of them I even thought they were spam because of how the messaging is formatted. If a single email had said ANYTHING about a payment being late I would have called in immediately. On top of that, I never once received an email saying that my auto pay failed. The only email I have is that it was cancelled for future payments and it says that I requested it to be cancelled, which I literally never requested that. That email says NOTHING about my auto pay not going through for the month in question. And their "so called collections email" is SO vague. I also have 0 clue what mail they are talking about because I never received a mailer from them. 
  
  I also checked my call log and voicemails. Out of the "12" times they said they tried to reach me (which, I do NOT have 12 missed calls from them... I only see 3) I do see I have 3 voicemails from "******************************" (it mentions NOTHING about it being from Baxter Credit Union and I have received several spam calls previously from "******************************" before) but I also thought it was spam because the message is automated and very robotic message and it ONLY says ""Hello, this is ******************************. Please call ** at your earliest convenience. Please call (insert number). Thank you for your time and attention.". It says nothing about late payments, nothing about collections, nothing about it being from BCU, and literally nothing has a sense of urgency about it. 
  
  I have had an account with this bank for several years and I have not once missed a payment. I have kept it on auto pay the entire time because it gives me some percentage off my interest rate and I've never had an issue with it. My payment even went through the following month after the supposed "late payment" month. I truly don't understand what the bank has to gain by ruining my credit when clearly I have never had an issue paying my bills on time until THEIR system failed and THEIR communication has failed me as a client. The servicing I have experienced in the past 2 weeks and I guess really the past month since this missed payment is the worst servicing experience I have ever had. Their own call center manager EVEN CONFIRMED that other clients have complained about this exact issue in the past but they clearly do not care enough to fix the issue. Not only is it about the credit reporting, but every time I have called in there is 0 sense of urgency and in general a lack of apathy towards this issue, which is a very big deal to me as my credit is ruined now. I have been put on hold for more than ***** minutes every single time I've called, the agents half the time bounce me around, or give me the run around, and I do not feel that the bank cares about their clients at all.
  
  Any other time, which is very rare, that I have happened to miss a payment with any other account that I have, I get clearly defined emails and voicemails that CLEARLY state something is late or that something will be going to collections and I have always followed up immediately. I had around a 720 credit score prior to this incident that reflects the fact that my payment history is incredibly clean. I also used to work for a mortgage company within their call center and AR teams, and I have seen FIRST HAND what it looks like to try and collect on payments the proper way and this is the EXACT OPPOSITE of what it should look like.
  
  If I was someone that was constantly late on payments or clearly didn't have the funds to pay my bill, I would accept this an move on. However, that is not the case. So if they are going to ruin my credit, I am going to continue filing complaints about my servicing experience until they remove the delinquency. If it's not removed, then I feel obliged to warn other potential clients about my experience with this servicer. 
   
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/12/2023

  Please see attached.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20110929
  
  I am rejecting this response because their response does nothing to address the vagueness of their messaging. "Important matters to discuss" DOES NOT imply late payment. I am happy to find examples of other servicers out there and what it looks like to properly collect on payments if that will provide context to how awful this servicing experience has been. The number of attempts they say they had do not matter because again, all of their messaging was undefined and looked like spam. They still haven't addressed the fact that other customers have had similar complaints regarding their messaging and auto-pay system. I did a little research and there are so many sites that rate them at 2.9 or lower as a servicer. I even checked the BBB rating site and on the BBB site they have a **** rating out of 5!!!! SO many people have the same complaints as me - their "auto messaging" is completely unhelpful and many people even rated this company as dishonest. I also don't "need help making arrangements" to make payments, I need their system and their communication to be improved so this does not happen to other people. I have been paying on this loan through the company for a very long time (as they said, since 2019) and one would think that in ALL of those years with making on time payments, that they would be willing to work with a client that clearly has been loyal and has NEVER had an issue making payments on time. If this was the second or third time this was an issue, then sure I would get it and I would not be taking these steps. However, as that is not the case and this is the worst servicing experience I've ever had I will continue to refute their responses until my credit is corrected. I will continue to file disputes and BBB claims until that time.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/24/2023

  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.

  Mortgage payment increased by 44% month-over-month; no notice from lender; a majority of the increase is due to escrow 'cushion'; bank (phone) representative advised they could spread the escrow across ************************* writing; written request was only approved for 36 months with no further explanation; bank is unwilling to assist or even discuss the matter with me; I asked for a supervisor and was told "I'm not going to transfer you, you can call back and speak with customer service." At best, this is blatant neglect of the bank's fiduciary obligation; possibly predatory lending.

  

  Business Response

  Date: 06/02/2023

  Please see attached.

• Initial Complaint

  Date:05/24/2023

  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.

  Dear ***/*****,I am writing to dispute a delinquency that was mistakenly placed on my credit report by Baxter Credit Union. The erroneous delinquency has caused a significant drop of 66 points in my credit score. I request that you investigate this matter and remove the delinquency from my credit report as soon as possible.I have been a responsible borrower with a good credit history and have never been late on any of my payments. However, I was surprised to see a delinquency on my credit report from Baxter Credit Union, which is completely inaccurate. I have already contacted Baxter Credit Union to rectify the issue, but they have not yet corrected the error on their end. Therefore, I am requesting your assistance in resolving this matter.Please let me know if you require any additional information from me to expedite this process. I would be happy to provide any necessary documents or details.Thank you for your attention to this matter.Sincerely,*********************

  

  Business Response

  Date: 05/17/2023

  Please see attached

  Customer Answer

  Date: 05/18/2023

   
  I am rejecting this response because:
  

   

  5/18/2023
  
  Dear BCU,
  I did miss my payment on April because BCU was in the process of adjusting my monthly payment. I had car insurance coverage since I was approved for the loan in November. There was miscommunication between BCU and I during the time I needed to provide evidence of my own car insurance. In addition, I did not receive emails from BCU on 01/18/2023 and 2/8/2023.
  In summary, BCU took a while to make adjustments to my monthly payment once I sent in proof of insurance. I communicated with BCU that the monthly payment of $639.90 was too much for me to pay. I also asked for assistance. I did not receive any help nor support on how I can keep my account current.
  This is the first time I missed a payment with BCU due to the misunderstanding of car insurance. I would like BCU to forgive me for this first time missed payment. I am suffering the consequences through the credit bureau. I would like BCU to help me recover the credit points I lost due to this delinquency that was reported to the credit bureau.
  
  Sincerely,
  ********************* and *************************
  ****************************
  ************
  

  

  Business Response

  Date: 05/25/2023

  Please see attached. 

• Initial Complaint

  Date:05/15/2023

  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.

  Company is very discriminatory, and condescending. I originally applied and was eligible through my employer. I received a phone call, the first business day after being approved and nice lady answered and welcomed me to the credit union, after she heard me speak her toned and ******* turned very condescending as if she didnt want to help me. I am an African ******** male by the way). I told to her that I was excited to be apart of the credit union, and asked her about the three credit cards I was approved for. She said yes she can see my applications were approved but they would only be approved after I sent in verification. I told her no problem, I would send those documents after I was home from work. Hours later my savings account was closed, and my membership revoked. I sent in those documents, waited two weeks and called multiple times. After about two weeks my application was denied. I called and asked and spoke to a male of the fraud team who told me that my application was denied do to not being eligible through my employer because they cant find me in the system. That wasnt my fault, because I did send in verification documents including my most recent pay stub, but I am new fairly new to my employer so I said ok, no problem. I started looking into other ways to be eligible and I read on the website that I can join Life.Money.You program and be eligible. I join and re-applied for the credit union and was approved again with membership. At this point about 3-5 business days additional business days had gone by and I havent heard anything from the credit union about the approvals. So I called and spoke to a male loan officer about the approval and he answered the phone with a nice toned and then transferred to a condescending toned after he heard my voice. He explained to me that, although the credit applications where approved, he said that they requested verification documents weeks ago, and that first lady I spoke to call and left me voicemails and sent email requesting these documents. I check my voicemail and email and that was false. I double checked my emails and voicemail box to make certain and I did not receive any additional calls or emails from bcu or him aside from the approval email. He then explained that he wont move forward with my application until he receives them, I told him no problem, I will send them within the next hour. I sent the requested documents within an hour later. They again closed my account and denied me the approvals because they said that my documents where falsified. I have am not looking for a change in the outcome, but I do want to share the problem with the appropriate authorities, and get this information to the right parties because I feel as though I was wrongfully denied credit, based on an individuals biases.

  

  Business Response

  Date: 05/17/2023

  Please see attached 

• Initial Complaint

  Date:05/11/2023

  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.

  Currently behind in bills due to our terrible economy, Im struggling but yet BCU decided today that they were going to take money out of my account to pay a partial car payment without my permission or notifying me. Car payment isn't due till the 31st but yet today is 5/11 and they pulled the last of my money which didn't even cover the car payment. Now i'm stuck with no money for gas or to do estimates or pay for materials to wrap up a $3,000 job which then i would of been caught up. BCU are a bunch of thieves who steal money from their own customers without any notification. We have a business loan thru them and one of the worst mistakes we've made is doing business with BCU. Be careful this this credit union they will take your money when they want without permission and could care less if they leave their customers with no money.

  

  Business Response

  Date: 05/21/2023

  Please see attached.