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:09/27/2022

  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.

  Two issues here. First is that a little over a month ago on August 19th my account was hacked and someone transferred $1000 on Zelle out of my account. Everything was figured out and they keep telling me me the money should be back in my account after 10 business days and after 10 business days I reach out and they tell me they need more time and another 10 goes by and same thing. To this day (9/27) I still dont have my $1000 back from that but its apparently coming who knows when. Second issue is last week on Thursday, 9/22, my account got locked for no reason, and when I called, the account security people couldnt unlock it and told me they needed me to connect with an account specialist who would call me the next day (Friday) but I never got a call. So I called again later that evening trying to find someone to help me but again, nobody knows how to unlock my account and says I need to talk to a specialist and that one will call me on Monday. And of course on Monday, no call either. So I called again, talked to the same people at account security and they tried to connect me to a specialist but I got hung up on. This happened twice in a row yesterday and I had to wait on hold for a total of **** hours with no solution to my problem and finally being told a specialist will call me today (Tuesday 9/27). This morning I finally got a call, but the lady literally goes it looks like I cant unlock your account on my end so Im gonna have to send you to the right specialist who will contact you within 2 business days so now Ive had no access to my account and my cards are locked and theyll be locked for the rest of the week and essentially they have my money hostage and Ive got bills to pay. This is such a joke, they dont care about my time or my money and just keep saying sorry for the inconvenience every time Im firm about connecting with a specialist immediately. After this Ill definitely be switching to a new institution that actually cares about me.

  

  Business Response

  Date: 10/06/2022

  Please see attached response 

  Customer Answer

  Date: 10/07/2022

   
  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,
  
  Jaxson Coats

• Initial Complaint

  Date:09/20/2022

  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 was having issues regarding my account. I called on Friday 16th, stating that I had some issues with checking account. I had some pending transaction regarding an over charge. they told me that I just need to wait for it to clear for me to call back. so I checked my account on Sunday 18th. I didnt have access to my online banking. I called and they told me that i need to speak to a specialist. So i called on monday and they told me that they needed to speak to both joint member . I called again later that day and they kept hanging up on me. On tuesday, I went to work and talked to the bank teller. she stating that there was a note saying that my father called and stated that account wasnt his. so she called an agent regarding my account. on this conversation with the agent. The agent claim i called on sunday the 18th and pretended to my dad. so i argue with her claiming how am i going to call on sunday pretending to be my father on the same say i called i didnt have access on my account. she treated me like a criminal. Stating we have evidence, and we close your credit card and you dont have access to online banking. I told her that both party of the member can verified the accounts. She didnt want to hear it. she kept stating that we have evidence. This is a serious accusation. There is no reason that I would try this hard to fight for my account if i called and pretended to do that. Every representative i talked to say different date that I called. One claimed i called on Sunday the 18th, One is claiming that I called on Thursday the 15th. One stated that I went to the branch on monday the 19th to talk to someone. There information all is incorrect. I went to the branch on 9/20. There notes are all messed up so how can they state that I called and claim no one open that account when their note for the call are all incorrect. Las vegas doesnt have many branches so my other account are being limitied for no reason. I have been a great customer.

  

  Business Response

  Date: 09/23/2022

  Please see attached response.  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18052358
  
  I am rejecting this response because: their response is invalid. They stated I called on the 15th  and made these accusations. When I called on a Friday the 16th. No call was made from me (the primary of the account) nor my father. I made a call on the 16th regarding pending transactions on my

  Checking account. I never made any calls regarding my credit card.  They documented on my account that my father called and claim that he had no knowledge of this account. So on the 20th, I went to a branch regarding my access to my account. They stated that my father called claiming that they documented. Further in that conversation, they accuse me of calling and pretending to be my dad. That I called and made those accusations. They closed mg account access and my credit card. By their statement that they wrote to  BBB, they state that there is a difference of tones in the called on 15th and the 20th. So I never made those call not my father. I firmly believe that they mustve mis documented someone else account on my account. They are not properly documented called, three different agent told me I called three different dates. On the 20th, I ask them if I can call back with my father to fix this error. They stated in the call that the case is closed and theres nothing I can do.  I am being falsely accused of something I clearly didnt do by what they stated and punished by limited my access of all my accounts. 
  

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

  

  Business Response

  Date: 10/05/2022

  Please see attached response. 

• Initial Complaint

  Date:09/14/2022

  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.

  In April 2022 I contacted BCU Baxter credit union to close my banking accounts that I had with them. They advised me that they would. Now September 13, 2023 a deposit from the state of ******** was made into that account and they are refusing to give me my money or return it back to the state of ********. They tell me the account is closed. They are stealing my money.

  

  Business Response

  Date: 09/21/2022

  Please see the attached response.   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18024760
  
  I am rejecting this response because: BCU has reported my account to check systems as delinquent and charged off.  In industry terms charged off means the debtor cannot pay and will be marked as charged off so the lender can file a loss with the *** and recoup its losses. Also at which time a private debt collector may and often does purchase these charged off accounts and reports to the credit bureaus. Since BCU has made it apparent the account has been charged off. No incoming deposits should be allowed as this is not reported in the original loss that was reported to the ***. Furthermore this document that BCU stated that explains the process of account closures and responsibilities doesnt exist. They have failed to produce me a copy of said legal verbiage. Therefore they are perpetrating a lie. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/01/2022

  Please see attached response

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18024760
  
  I am rejecting this response because: BCU has reported me to check systems as I have not only verified this with check systems themselves, also I tried to open an account at a bank recently I was denied because of said check systems report. I was notified by said bank that it was BCU that had placed the file with check systems. So BCUs claim is false. Secondly on the website provided in rebuttal I still do not see the context mentioned about the right to keep members accounts open so the bank can profit from incoming funds. 
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2022

  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.

  So the problem ** having is I was harassed for two weeks regarding my business account. She told that I could be treated any kind away and She was allowed to do whatever she choose to do with my banking account. Also I was not able to use my business credit my business card out of state on a business trip. Because my business account debit was cancel . She told me she had a right to cancel my debit card or any other matter she chose to do with my business account without my permission. Also I was ask questions concerning my business that. I felt i shouldve of had to answer. She was also told that she had a right to stop any checks from my clients or business partners without my permission and refusing them . I asked for her to give it to me in writing and she told me she didnt have to give me anything in writing . I asked her the reason why she close my debit card She chose to do . I felt as if it was racial profile harassment rude and very disrespectful as Account in her position Should no one ever be call 2-3 times a day after .I told them , I approved my own transactions in my Business account. I lost a business deal out of state and my child was able to be set up in college do to this matter. No warning, No Good Explanation . Just I have a right to do as I want to your account. What Im sorry I opened this account with my moneyThis kind of Behavior should happens to no oneI went into my main office I was told how this situation was supposed to be handled and I should of never harassed my any employee.. this shouldve happened to me or anyone for that ******* should of never had to explain my business with another client of mines into Details like I was getting a loan or something for that matter

  

  Business Response

  Date: 09/12/2022

  Please see attached response. 

• Initial Complaint

  Date:08/25/2022

  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.

  I applied on line on 08/13/22 for a BCU credit card and was approved for $4,000 but, never received the card. I called on 08/25/2022 asking if the card was shipped out. The first lady I spoke to said No information of me applying was found. The second person I spoke to claimed that they sent out an email to me on the 13th indicating why I was denied in which I never received. He also, indicated that I needed to pay a past balance that was eliminated years ago due to bankruptcy. Non of this information was provided until I called.

  

  Business Response

  Date: 09/01/2022

  Please see attached response 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17770019
  
  I am rejecting this response because: I never received any notifications stating why my approved credit was rejected and any fee's owned should've been charged off. I know they don't care but, these people is disingenuous. Keep the card. 

  
  

   
  *************************

• Initial Complaint

  Date:08/16/2022

  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 used my Baxter Credit Union credit card back in March and April for a service from a merchant, Spoticlout on their website StreamingFamous.com. I paid $39.99 and $119.99 for ****** and ******* song plays for my artist account on Spotify. The merchant did not deliver what I paid for. I filed a dispute with BCU in April going into May of this year. As I patiently waited for a response, in July, I received a letter stating that the case was closed due to me not responding to a letter that was sent to me in which they asked for more information regarding the dispute. I never received the letter that they mentioned. So I called customer service and asked that they please reopen the dispute. Since then, I have sent screenshots of the merchant's website, screenshots of my email interaction with the merchant and they still claim that I have not provided enough information. I even provided a screenshot of my artist account so that they could see that I never received the service. Also, the screenshots that I sent, have the merchant stating that the service that I paid for was cancelled by them, but they never refunded me my money. I have sent letters, emails, messages, etc. Either people are not reading these letters, or emails, or they are not taking the time to go through what is being said.

  

  Business Response

  Date: 08/26/2022

  Please see attached response.  

  Customer Answer

  Date: 08/29/2022

   
  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:08/10/2022

  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.

  Hello, I made a payment to my credit at BCU OF ************ ** the payment was returned due to my account being compromised at my other Financial institution. I spoke with someone at BCU to inform them that the payment would be returned, next thing you know Im being asked to send in documents as requested I did and Im still being told unfortunately I wont have access to my accounts anymore. I want to know why

  

  Business Response

  Date: 08/18/2022

  Please see attached response.  

  Customer Answer

  Date: 08/18/2022

   
  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:08/09/2022

  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've made several requests for a 12 month payment history statement and a loan payoff letter to close an account, was told someone would call and confirm my request and forward the information. As of today I haven't received any calls/voice-mail nor the requested information. This is the only pending information needed for the refinance loan im attempting to complete and by their complete negligence they're intentionally forcing me to keep this loan and not allowing me to continue with refinancing my house causing extreme financial hardship on me and my family by doing so.

  

  Business Response

  Date: 08/20/2022

  Please see attached response. 

• Initial Complaint

  Date:07/25/2022

  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.

  BCU's security practices are predatory. BCU locked my account on Saturday 07/23/2022, with no alert or message. When I called up, no one knew what was going on, or why. When I escalated it, a member found that an account management member locked my account because I used "Zelle" on a new computer. BCU did not attempt to contact me to verify that I was the one using Zelle on a new device, using the standard practice of multi factor authentication, or calling me, and instead just chose to lock my access to my money, without any notice, or verification. It was indeed me using Zelle on a new device. When I called in, the representative said she would need to send a note and that it would take time to have that team unlock. It's now been over 3 hours, and my account is still locked. If BCU was a federal bank, the **** would have fined them for this practice. It's obvious that BCU is attempting to use it's Credit Union status to skirt standard federal protection practices, and instead opts to use it's own unprofessional practice of locking out accounts without a phone call, and without allowing people to access their own account. Whoever is in charge of BCU's security, should be fired, as this is not the standard operating procedure, or professional in any shape or manner. I guess BCU is targeting those who have $100 to their name, as anyone with a larger balance, would immediately close a BCU account.

  

  Business Response

  Date: 08/03/2022

  Please see attached response.