Complaints
This profile includes complaints for Baxter Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 163 total complaints in the last 3 years.
- 42 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/17/2023
Type: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 currently bank with Baxter credit union, Someone committed fraud on my acct between Nov 25 up to Dec 4 is when I notice that a payment decline/returned from one of my bills I called Baxter CU. I explained that there was fraud on my ACCT. Baxter disputed the charges and gave me only a temporary credit of a little over ****** instead of ******* which they reversed. They also canceled my card and issued a new one. One of the creditors (klarna) started using my ACH. Baxter CU closed this acct and opened another. I called 7 times about the issues one they attached my new debit card to my savings totally unacceptable, Also my zelle was blocked and I was told I was a security risk for the bank. I have 6 or 7 accts with them including a car loan which has NEVER been late. Them blocking my zelle impedes me paying my bills ON TIME like my care loan, but it also does not allow me to deposit immediate fund to the acct. A I had problems during the time the debit card was attached to the saving my information on the systems did not match certain which cause denials for log in to certain financial companies. ALL my verification was wrong it was till I log in to see my activity that I realized that they have my card connected to my savings. Also my overdraft protection was not reset up for my convenience I had to call about this several times. Also it was not explained about status of my acct level 1 and 2 which I maintained every month and with this I was allowed to go over draw my acct if needed up to ******* due to I have a decent amount of money being deposited into the bank a month. This allows me time to move money from my other accts with Baxter or Zelle the money over instead I am blocked they are returning my regular monthly bills and charging me overdraft fees and return fees. I was not aware of these changes nor were they explained to me.and I most certainly would have allowed any ACH to come through just to be charge ***** several times
Business Response
Date: 02/24/2023
Please see attached.Initial Complaint
Date:02/15/2023
Type: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.
While checking my TransUnion Report I notice that this Business pulled a Hard Inquiry on my Credit Report on January 20, 2023.I have never done business with Baxter Credit Union and I don't know how they got my personal information to check my Credit.I called the number provided for Baxter Credit Union that was on my Credit Report **************, and the caller ID shows Unitedhealth Group.I would like for this business to remove this Hard Inquiry off my Credit Report and I would also like to know who give them permission to run my credit?Business Response
Date: 02/16/2023
Please see attached.Customer Answer
Date: 02/21/2023
Complaint: 19409259
I am rejecting this response because:BCU was unable to provide me with the application that was submitted online. BCU Loan Manger stated on February 16, 2023 that he had submitted a request to have the Hard Inquiry removed from my TransUnion Report. I contacted TransUnion on February 22, 2023 and found that the Inquiry is still on my Report. I will file a complaint with ****************** Protection Bureau. Thanks for your assistance!
Sincerely,
*************************Business Response
Date: 02/24/2023
Please see attached.Customer Answer
Date: 04/12/2023
Complaint: 19409259
I am rejecting this response because:Please reopen Complaint 19409259. BCU has failed to contact TransUnion to remove the hard inquiry from my Credit Report! I contacted TransUnion today 04/10/2023 and spoke to an Agent about the Hard Inquiry from BCU. The Agent states that only way the Hard Inquiry can be removed from my credit report is if BCU send a letter to TransUnion asking to remove the Hard Inquiry.Sent from Mail for Windows
Sincerely,
*************************Initial Complaint
Date:02/12/2023
Type: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 have attempted to deposit money into my account for over a month. There is one location in my area that is a self service ATM where I am able to deposit money. I have been denied multiple times. It takes me 45 minutes to travel to this location. I am so fed up. They locked my ATM privileges due to an overdrawn account and continue to give me overdraft fees but in doing so locked me from making deposits! I want my overdrawn fees waived and I want to deposit my over drawn amount!!Business Response
Date: 02/20/2023
Please see attachedInitial Complaint
Date:02/09/2023
Type: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 filing a dispute because although I have enjoyed banking with BCU the one time I need them to secure my funds and my account my dispute was denied due to a reason unknown that I was not aware of and rather than disputing the fraudulent charge which I should be covered for or even as a courtesy they refused to dispute a charge on 01/27/23 in the amount of $880 to an ****** which I immediately contacted BCU to dispute the fraudulent charge and merchant/person and was refused to and its because credit union with this lack of security that creates hardship for American people. I just delivered my baby in November prematurely and I can not afford to not be protected from fraud and had I know this I would have never banked with BCU to begin with if I had known they were not secure and I was not protected. All Im asking is that they due their part and dispute the fraudulent charge and get my money back please.Business Response
Date: 02/16/2023
Please see attached.Customer Answer
Date: 02/17/2023
Complaint: 19374467
I am rejecting this response because I was not notified from Bcu prior to this incident that cash app has these restrictions as I was told from cash app that this would need to be disputed from my bank and this is a first time incident and therefor however it is still a valid dispute as I stated it was with the understanding that services would be provided and not expecting to be scammed of course. I understand BCU only specified Zelle payments however I thought cash app works just like debit transactions and I am asking that this dispute be reinvestigated and the proper customer resolution be provided and as a loyal customer I am at least owed that much. I can not afford this lost and there must be something that can be done other than allowing someone completely steal my money so I am asking if you have anything of a Godly heart that you can make an exception as again I was not made aware of this new cash app policy that you say prevents you from protecting your members.
Sincerely,
*****************************Business Response
Date: 02/22/2023
Please see attached.Customer Answer
Date: 02/22/2023
Complaint: 19374467
I am rejecting this response because there was no valid resolution and although they know they failed to notify me as a member of the policy agreement they have with cash app and that we are not protected against scams and fraud when cash app is involved they still refused to process a very much valid dispute and or fraud transaction and with that I am very disappointed and unhappy and will truly reconsider my financial relationship with BCU. Thank you
Sincerely,
*****************************Initial Complaint
Date:02/02/2023
Type: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 received and email stating that a payment was missed on my Loan Acct w/ BCU - I immediately loaded in and scheduled a payment before it became 30 days past due as I did not want it to report late and damage my credit report . Scheduled the payment all was well and assumed I was good to go . A few days later I went to check because I saw nothing came out of my bank acct and to my surprise on the payment history it showed the payment and next to it Failed I immediately went in and did another payment . I was never notified that the payment failed and would have never known if I didnt check and the next day guess what ? All credit reports reported the account 30 days past due ! Severely damaging my credit which I have been trying to build up . In the entirety of the loan length all payment have been made and reported as positive on credit reports until the last one . Reported as Paid - Became 30 days late . I would like that to be corrected on my report as I originally scheduled the payment before it hit 30 days to avoid this exact situation happening . No idea why the payment failed in the first place , there was no issue with my bank and upon payment failure I wasnt even notified that it had failed or I could have immediately corrected that and sent through another payment instantly - again to avoid it reporting late . It was literally the last payment on the account before it was paid and closed with no issues and now the last payment went through late due to a failure I wasnt notified about which in turn dropped my score 60+ points . I have no late patents at all in years and now o have this reporting that will damage me for the long run . I do not think this is fair I should have received an email or some kind of notification of a payment failure and then theirs could have been avoided .but I would have never know until the agencies updated due to a lack of communication regarding a payment error which could have instantly been fixedBusiness Response
Date: 02/09/2023
Please see attached.Initial Complaint
Date:02/01/2023
Type: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 find this account to be incorporated with inaccurate information, I strongly believe this to be misleading and misrepresentation of my credit history. Please investigate and remove it from my credit report.Business Response
Date: 02/10/2023
Please see attached.Initial Complaint
Date:01/02/2023
Type: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, on Nov 19 I filed a dispute do fraudulent charges on my credit card account and was denied because apparently its a civil matter. I spoke with the courts I was told I need to file a fraudulent complaint with my credit union because it was unauthorized charges. BCU refuses to follow By federal law I have zero liability. I need help with solving this matterBusiness Response
Date: 01/12/2023
Please see attached response.Customer Answer
Date: 01/12/2023
Complaint: 18673243
I am rejecting this response because: this is simply not true and I have a letter said I was denied because its a small claims matter. Which is it because I have the letter from BCU. This company are criminals and liars. I cant wait until my loans are paid off because this is unacceptable.
Sincerely,
***************************Business Response
Date: 01/19/2023
Please see attached response.Customer Answer
Date: 01/23/2023
Complaint: 18673243
I am rejecting this response because:
Calls are recorded, someone from member services stated to me IN FACT this was a small claims issue & thats the reason why my claim was denied so please review the recorded call. I have no reason to make false statements. You guys are very unprofessional and sad humansSincerely,
***************************Initial Complaint
Date:12/23/2022
Type: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.
This company is providing false information to the credit Bureau. They are reporting late payments based on the closing of their pay cycle and not based on the credit bureau guidelines of 30/60/90 days past the contractual due date. When notified, they refused to fix and and I had to file a dispute with the credit company to get it addressed. They stated I had a late payment.Business Response
Date: 01/02/2023
Please see attached response.Initial Complaint
Date:12/20/2022
Type: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 member number is ********** and I am complaining poor customer service and antiquated technology. I am trying to report a debit card and credit card lost but BCU doesn't answer their phones. Unlike other financial institutions that offer hold your phone place service or the ability to transact this online. If they are not going to staff their phones they need to provide alternatives.Business Response
Date: 12/24/2022
Please see attached responseInitial Complaint
Date:12/16/2022
Type: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 Friday, December 9, 2022 I discovered my online accounts at Baxter Credit Union were frozen.I called the number and they said they felt there was suspicious activity on my account. We are 86 years old and are not very computer savy and can't hear well on the telephone so my son ****************************** helps us with our online banking business.Apparently *** had called to verify a particular transfer was legit and my son took the call and said yes we placed the transfer. The *** guy, I think *****, decided to lock down our accounts for some reason. We NEVER received any kind of information concerning the lockdown of our accounts.Monday they wanted us to send in our driver's license and a paper with our signature and that days date on it. We had done this when we opened the account back in March 2022. We hadn't had any problems with our access or the accounts until December 9, 2022.Here it is December 16, 2022 and we are still locked out of our accounts. *** requires you to get online statements but in order to see your statements and account activity you must log on to the *** website. But since our access is locked down we can't pay our bills, see our deposits, transfers in, transfers out.....we can't do anything.We need access to our money and accounts.Please Help,*********************************** (Veteran)******************************** Baxter Credit Union Member # *******Business Response
Date: 12/22/2022
Please see attached response.Customer Answer
Date: 12/27/2022
Complaint: 18601581
I am rejecting this response because:As of 12/27/2022 I still cannot transfer funds into or out of my BCU accounts. The Transfer function is STILL BLOCKED. They claiim my access was restored on 12/12/2022. This statement is UNTRUE.As for the choice of online or mailed statements I am aware of this fact however when your entire banking profile is locked down, the member can NOT get online to change to mailed statements.
Sincerely,
*****************************Business Response
Date: 12/30/2022
Please see attached response.Customer Answer
Date: 01/04/2023
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,
*****************************
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