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:04/25/2023

  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.

  To Whom it May ********** *********************, is trying to find support in resolving a problem I am having with Baxter Credit Union. On November 21st, I was approved for a loan *********. On March 09, Baxter Credit Union charged me $3,391.00. This is their own car insurance since I failed to provide proof of car insurance. On March 15th, I submitted proof of car insurance by Progressive. On April 5th, Baxter Credit Union only refunded me partial credit. This was $2,388.00 from $3,391.00. Baxter Credit Union asked for proof of insurance from November to March. Therefore, on April 14th I sent another proof of insurance from Geico because I switched from Geico to Progressive. As of today, I have not received the full refund of the car insurance fee Baxter Credit Union placed on my loan.

  

  Business Response

  Date: 04/27/2023

  Please see attached. 

• Initial Complaint

  Date:04/23/2023

  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.

  My credit score dropped because BCU is claiming I have a credit card with them. I have never requested, applied, or given anyone consent to acquire a credit card under my name period! I have called BCU before to fix this issue and no one called me. All the customer service agent did was take my info down and someone would contact me. I was advised by the customer service agent from BCU to inform the credit bureau that the account wasn't mine. The credit bureau said it was. How is this even possible! Again I have never requested, applied, or given anyone consent to use my info to acquire a credit card with BCU! I need this issue resolved ASAP please. This is causing me unwanted stress and problems!

  

  Business Response

  Date: 05/01/2023

  Please see attached 

• Initial Complaint

  Date:04/04/2023

  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.

  DOS:04/01/2023. I called in to speak with someone about an alert notification I received about a card that I reported lost over a month ago being charged off and still active. The rep I spoke with stated she unqualified and would have a card specialist contact me back at a later time. 04/03. I still have not received a call from anyone in regard to my situation. I called again and spoke with someone who stated that because of an active account I had from the merchant , it automatically pulled money from my account BUT with my new debit card. Now the email confirmed it was my lost card on file and the rep I spoke with on Saturday also confirmed that information. The lady I spoke with on *********** it clear that my new card was fine and should be working. That same day I attempted to pay my rent and my card declined several times. Therefore, I had to call once again around 7pm and spoke with another lady who assured me that my account and card was perfectly fine and that I just needed to reset my pin. Called the number she provided and was advised that I was unable to reset my information and to call cs. By that time the place to pay my rent was already closed and I was mentally exhausted. 04/04: Called in today and spoke with a nice gentleman who alerted me that my card was reported lost/stolen and that I had a new card on the way. NO ONE ever communicated with me nor asked me if I needed to report my card lost/stolen or that it was already marked as closed. No one ever said to me that I had a new card on the way. The reps I spoke with from 04/03/2023 told several lies in their documentation that I never stated nor reported. Now I am 100s of dollars over in late fees of my rent due to the lies your representatives told me and information that was never communicated to me at all ! This bank has literally set me back in my finances and mental health due to workers not wanting to fully do their jobs !

  

  Business Response

  Date: 04/12/2023

  Please see attached. 

• Initial Complaint

  Date:04/01/2023

  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.

  When I was working with target I decided to get an account with these people, I had chime at the time I should have just stayed with them instead! These people will be nice to you until you need them to assist you with hardship it situations. They are horribly hard to get. hold off, and rude! I received a voicemail a couple of days ago from BCU, saying "we really need you to call us back, we have been attempting to contact you numerous times, our team is ready to move to the next step" Who says that?? This is the first time I get a voice mail from these people! I do not answer 800 numbers because 99% of the time is people trying to scam others. I have been calling these people, I have gotten transferred every single time to a department that never answers the calls, I always get a recording asking me to call at later time! When do I call during my working hours? ding my 30 min lunch? NO I do not have time to do this! I owed these people for overdraft fees, they closed my account and when I went to atm, because there is no banks around my are of those credit unions, to deposit the money to pay them I was not able to do so! I asked for my credit card to be placed in auto pay and they did not do it ether, now I have late payment on that as well. They have rude customer service representatives, that when you ask something they have a horrible attitude. I got late fees for every payment that was not sent though, they do not even give you a grace ****** to go an deposit money before they charge you the late fee, why can't they just deny the payment instead of charging a fee. Now I have to pay the feee and pay the person who charged my account. Also, last time I checked my saving account had a dollar in there now it is $-121. I have not used this account since September! This is all in regards to my checking and my saving account, I am still paying for my credit account which I plan to pay off and close! I want to do nothing with these people ever again!

  

  Business Response

  Date: 04/11/2023

  Please see attached.

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19883777
  
  I am rejecting this response because:
  
  The bank account was close a couple of weeks after all of those transactions. The only way for me to make a payment was through an external account, which I did not have, since you were my bank. I had lost my job and it took me about a month to be able to get a paycheck, when I did get it I cashed it wen to the *** and the *** was not able to take my deposit. Now I had to get another ban account, I tried doing a transfer from my other account but the transaction came back undeliverable because account was closed. 

  
  

  I will pay for the overdraft fees. Again, you guys are just a money hungry bank. 

  
  

  For the savings account there is absolutely no reason there should be a hold on that account as  there was no money in there to make any payments. The credit card was being paid off the closed checking account, not the savings. There for that hold need to be removed  and that account needs to be back  to 0. 

  
  

  In addition to that those we not all the calls I made to your back. As far as the email, I replied, and never got an email back ether. 

  
  

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

  

  Business Response

  Date: 04/20/2023

  Please see attached. 

• Initial Complaint

  Date:03/15/2023

  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.

  I cannot get a straight answer from this institution on what is going on with my escrow account and insurance payment. I spoke to someone in customer service yesterday (3/14) that said things would happen in this order:1) Insurance would be paid from escrow 2) I would pay escrow shortage 3) Escrow would then be closed as requested Today I receive and email that DIRECTLY contradicts what I was told yesterday:"...On 3/14/23 the escrow was fully removed and a check for the remaining balance was mailed out to the address we have on file"Also, my online mortgage portal shows exactly ZERO changes to escrow or payment due if, in fact, the escrow was 'fully removed' as claimed in your response here. Why does it still show an escrow balance if you mailed a check?So which is it BCU? Are you paying my insurance from escrow or am I? These things are important you know? Also, why the heck didn't you just move the escrow into my BCU savings account?

  

  Business Response

  Date: 03/24/2023

  Please see attached.

  Customer Answer

  Date: 03/28/2023

   
  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:03/13/2023

  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.

  They have been increasing a personal I took out from them every 2 months with no explanation or warning. They lured me in with a barely low interest loan at ****, it is now at 11, which would be a high interest loan now. I would like the interest rate I was promised when I signed up or close to it.

  

  Business Response

  Date: 03/15/2023

  Please see attached

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19589843
  
  I am rejecting this response because: I was never told  that my loan will only go up which is not the meaning of variable!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/09/2023

  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.

  On Feb. 16, 2023 I received a text message from Baxter Credit Union saying they noticed suspicious activity on my account and that a representative will be calling me. Then I received a call from Baxter Credit Union (caller id). A woman identified herself as a BCU employee and she was calling to tell me there has been suspicious activity on my account using *****, and a *************************, a representative from Zelle, was standing by to talk to me, but first we had to reverse the charges. She walked me through instructions of sending him $700.00 and $300.00 and told me that would set things straight and then I would talk to him. After I did that, her voice trailed off and I lost the connection. Two days earlier, that same account had been hacked and nearly $300.00 I did not authorize was spent on Apple products. BCU placed Zelle on my account, I never put it there, and I have NEVER used it. and if it had not been there, this would never have happened. BCU is claiming they do not owe me any money, saying I previously used ***** (never have I used Zelle), and things did not happen like I said they did. I feel BCU should reimburse my money, because I had no reason not to believe it was BCU calling me. Also, the **** says that if a third party fraudulently induces a consumer into sharing account access information, that the consumer should receive the same protection as if the money were acquired from a stolen debit card or other banking access device. I have enclosed a copy of the calling record showing the call came from a BCU number. Its for 23 minutes while I talk to the representative. The one immediately following is when I called BCU for 31 minutes reporting what I thought may have been a scam. Please ask BCU how I am supposed to know the difference between their number and someone scamming their number?

  

  Business Response

  Date: 03/16/2023

  Please see attached 

  Customer Answer

  Date: 03/25/2023

   
  Complaint: 19577835
  
  I am rejecting this response because: Baxter Credit Union is fully aware this type of fraud is happening with their members and is washing their hands of it.  They claim I am supposed to know the difference between an imposter calling me from a BCU number and a genuine employee.  I ask you HOW????  The numbers were the same! They also said they never placed ***** on my account, but they did. When I scrolled down past my accounts Zelle was there.  I never downloaded it, they had placed it there for my convenience.  BCU is at least partially responsible for this happening and to just say "oh well, you're out of luck" is irresponsible and just bad business.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BCU (Baxter Credit Union) on 02/25/2023 had failed to notify me of any suspicious activity on my account. It is a joint account I had because it was made prior to me being 18. That other person is my mother. Her credentials became compromised and so did her funds. Unknowingly and undeservedly I lost all of my funds as well. I launched and investigation internally with BCU same day of 02/25/2023 when I first noticed my balance was negative apart from being paid that week. I reached out to BCU multiple times because a call back was always promised, but never given. Upon a further status update I tried to get today 02-28-2023, a representative by the name of ****** lets me know the case never had enough details to be submitted. Conveniently rent is due and BCU thought I took them seriously when they said 1 business day wait times when I called first *****. ****** then began to note details that were missed and I am giving her, when 3 minutes in she denies it and lets me know there is nothing she can do. I have been a customer of BCU since 2017. My mom is a new widow this month and Im states away from her. I want BCU to clearly state a reason for denial when both parties are not consenting to any internal transfers. They shrugged off a widow losing 2500$ of her own money as if she hadnt just been through a funeral. What is really convenient though is they (BCU) was conveniently able to give my mom a personal loan with a decent rate after denying her claim 02-27-2023. BCU is a scam!!!!!!!! My only acceptable resolution is an apology and a check for the unauthorized transferred amount that took place *****-2023.

  

  Business Response

  Date: 03/08/2023

  Please see attached. 

• Initial Complaint

  Date:02/23/2023

  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 reviewed my credit report and found that Baxter Credit Union is not only violating my consumer privacy laws, but they are also reporting inaccurate information across the board to the three credit reporting agencies. On my Transunion, it is shown that my account has 3 late payments with a current status as of 2023 as 90 days past due. This can't be the case. This is a billing error on Baxter Credit Union's behalf or between Baxter Credit Union and the system being used to report to the bureaus. On my Equifax, it is shown that my account has exceptional credit history, with no late payments. On my Experian, it is shown that my account has 4 late payments, but the status says paid, was past due 90 days. I demand for these accounts to be removed or rectified with their reporting. This is causing my emotional distress as I have been working diligently to improve my credit score for the past year. I have been in dispute with the CRAs and Baxter to get this account updated. Account name:BAXTER CREDIT UNION Account number: **************** According to ************************************************ this is a billing error. According to ************************************************ the credit reporting agencies did not ensure maximum possible accuracy and they will be disputed as well.

  

  Business Response

  Date: 03/02/2023

  Please see attached.

• Initial Complaint

  Date:02/20/2023

  Type:Product 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 have been an account holder at BCU for several years and initiated a transfer from another bank account to my account with BCU because of a higher interest rate. I got a call from BCU 2 days later letting me know that the money wouldn't show up right away due to the weekend and holiday. I then got an email from BCU 3 days later stating that an additional hold was being placed on my deposit for the next 7 days which is excessive for an ******* asked whether I would be earning interest during that time and was told no even though they now had my money which seems unethical. I was told that I could provide a bank statement proving that the money was available in the account to get part of the hold removed. I know that an ACH transfer cannot be done when no funds are available so this seemed both unnecessary and an archaic business practice. It would have made more sense for them to verify by calling the other bank directly.

  

  Business Response

  Date: 02/23/2023

  Please see attached.

  Customer Answer

  Date: 02/23/2023

   
  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 as I am now able to transfers my funds and close the account.
  
  Sincerely,
  
  ***************************