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
- 162 total complaints in the last 3 years.
- 43 complaints closed in the last 12 months.
If you've experienced an issue
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:08/07/2024
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.
upon reviewing my credit report I noticed a fraudulent hard inquiry on my transunion credit report. this inquiry is not made by me. This is fraudulent. I am enclosing a copy of my FTC Identity Theft Report, and id Social requesting for this fraud inquiry to be removed from my transunion report immediately. thank you.
Business Response
Date: 08/08/2024
If the member is alleging identity theft, we request that they contact us at ************ for assistance in opening an identity theft claim. We look forward to the opportunity to help this member resolve this matter.Initial Complaint
Date:07/30/2024
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.
Every time I speak with customer service they claim they cant hear me or that I'm breaking up and eventually end the call without ever resolving my problem. My phone is brand new and doesn't have this issue when I speak to anyone else. This ONLY occurs when I speak with BCU representatives. I know other BCU memebers who have described the same exact problem. SO WHY HASN'T IT BEEN RESOLVED YET. They are in charge of people's money and I find it highly unethical, unprofessional, and RIDICUlous this I have to deal with that whenever I have an issue regarding my money. TERRIBLE SERVICE.Initial Complaint
Date:07/26/2024
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.
To Whom It May ********* am ************************* , writing to express my extreme dissatisfaction with the disgraceful service I have received from BCU. Despite being a loyal customer for six years and entrusting you with our financial needs, your institution has severely failed us.Due to an issue with your system, my credit card auto payment was cancelled. Despite my repeated complaints, nothing was done. Instead, the amount accrued to $150. The branch manager assured me that no late fees would be incurred until the issue was resolved, but BCU continued to add late fees, ultimately extorting $250 from me under false pretenses.When I sought resolution in person, I was met with blatant indifference and a refusal to assist. This is not just unacceptable, it is appalling.I demand an immediate refund of the $250 late fee. If not resolved promptly, I will escalate my complaint to higher authorities and expose this issue on every platform available.BCUs blatant disregard for its customers is intolerable, and I expect immediate corrective billing adjustment.Business Response
Date: 08/06/2024
Please see the attached file. Thank you for the opportunity to further research this matter. *********, BCU.Initial Complaint
Date:07/26/2024
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 7/9/2024, I received a notification from Baxter Credit Union that they had received an ebill for me from J ******************* Since I do not have an account with *****, I immediately looked at the bill and discovered that the name on the bill is ******************* who resides at ***********************************************************************************************************. I called the credit union to let them know of the error and to have them send the bill back to JJill/Comenity so that they could route it to the proper person. That started several transfers back and forth between ****** Services and the ******************* each of whom claim the other was the right place to go and no one seems to know what they're doing.I also contact Comenity/JJill who verified I do not have an account with them and that the way to remedy it is to contact the credit union to have them resolve. No one is willing to fix the problem and I'm frustrated by being bounced all around with no resolution.Business Response
Date: 08/08/2024
We have completed our investigation. Please see the attached file for more information. *********, BCU.Customer Answer
Date: 08/08/2024
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. I'm disappointed in their lack of apology for the abuse I had to endure from the various units that just kept bouncing me back and forth without anyone taking responsibility and will look into closing my accounts there.
Sincerely,
*************************Initial Complaint
Date:07/23/2024
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 not liable for this debt with Baxter Credit Union, I do not have a contract with Baxter Credit Union. They did not provide me with the original contract as i requested.Customer Answer
Date: 07/23/2024
I am not liable for this debt with Baxter Credit Union, I do not have a contract with Baxter Credit Union. They did not provide me with the original contract as i requested.Business Response
Date: 07/24/2024
If the member is alleging identity theft, we request that they contact us at ************ for assistance in opening an identity theft claim. We look forward to the opportunity to help this member resolve this matter. *********, BCU.Initial Complaint
Date:07/16/2024
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 got a loan from this credit union in the amount of ****** and I was charged ***** for a maintenance package that I never used. I was told on 2 different occasions that I would get it back in full and when I received the refund it was only for *****. When I called I was told it was a prorated amount and that I would not get the rest which was never explained in the beginning or I would have never gotten the cover. I want my full refund of 3600 as this credit union has robbed me.on top of it they charged me 174 for my title which was already sent to them and still not refunded!Business Response
Date: 07/30/2024
We appreciate your patience while we researched this matter. Please see the attached file for resolution. Sincerely, BCU.Initial Complaint
Date:07/15/2024
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.
OVERDRAFT: HELLO Yes, my UNITED HEALTH CARE JOB IS STILL ACTIVE, HOWEVER THEY ARE DOING, BECAUSE IT IS SO SLOW, THAT IS WHY PAYCHECKS ARE SHORT. JUST BECAUSE YOU SEE GIG WORK DOESNT MEAN SOMEONE IS QUITTING BAXTER IS APART OF UHG, SO THEY SHOULD ALREADY KNOW THIS! I DO NOT WANT TO SPEAK TO FOREIGNERS VERBALLY! They dont understand, but they understand how to get hired!! I WANT MY OVERDRAFT PLACES BACK ONTO MY ACCOUNT, PLEASE, AND THANK YOU.Business Response
Date: 07/23/2024
We have completed our investigation. Please see the attached file for more information. *********, BCU.Initial Complaint
Date:07/08/2024
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.
In 04/2024 I was the victim of identity theft of which I reported to my bank as typical procedure. Despite my hardship and informing them of this event they still have refused to credit back the overdraft fees that were brought on my this.Business Response
Date: 07/09/2024
We have completed our investigation. Please see the attached file for more information. *********, BCU.Initial Complaint
Date:07/08/2024
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.
This bank overdrafted my account because I was told I didn't have insurance on my vehicle, which was not correct. The only issue I had was I needed to change my deductible amount from 2k to 1k, but there was never a lapse of coverage. For one week my insurance had a lapse due to a garaging issue in April for @7 days, but besides that I was covered. If their employees would have read thoroughly over my notes, I would not have been Charged @$700 in fees - unnecessarily. return my accounts to good standing...AGAIN and get some more training. twice in one year dealing with lack-luster service shows lack of compassion for your customers! Please get it together!!Business Response
Date: 07/18/2024
We have completed our investigation. Please see the attached file for more information. *********, BCU.Customer Answer
Date: 07/18/2024
Complaint: 21955348
I am rejecting this response because:Yes I changed insurance to Progressive, but was never a lapse in February. Yes, they cancelled my insurance for 3days in March because they need 'garage' information while in was relocating. I sent documents thru their email uploading option. The car was insured otherwise. Yes, the deductible selected was 2k instead of 1k, to which I changed immediately. I didn't get a call and getting mail in ** is a disaster! Something so important would warrant a call. There were error on your rep ***** changing effective states in your system. I've paid 2 car payment this month & fees unnecessarily. This is the worst experience I've ever had in my life with a bank!!!!Horrible!!
Sincerely,
***********************Business Response
Date: 07/24/2024
We have completed our investigation. Please see the attached file for more information. *********, BCU.Customer Answer
Date: 07/25/2024
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. I ask that this business practice grace ***** patience, and customer service before punishing' their customers by putting their accounts in negative status. This is my 2nd incident with this bank and it's very unsettling in these economic times that this bank provide such poor customer service. I will be closing my accounts as soon as possible.
Sincerely,
***********************Initial Complaint
Date:06/28/2024
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.
REFINANCED MY CAR WITH BAXTER IN JANUARY. BAXTER FAILED TO GET THE PROPER DOCUMENTS SIGNED AT THE INITIAL REFINANCE. THEY THEN STARTED SLAPPING A $29 FEE TO MY LOAN FOR ***** PAPERWORK. WHEN I CALLED THEY SAID THEY NEEDED ANOTHER SET OF POWER OF ATTORNEYS SIGNED AND NOTARIZED, AND MAILED BACK. I COMPLIED EVEN THOUGH I HAD ALREADY SIGNED 6 POWER OF ATTORNEYS. IN MAY THE **** CONTINUED TO BE ADDED TO MY ACCOUNT FOR THEIR FAILURE TO FILE PAPERWORK WITH THE SECRETARY OF THE ****** THEY THEN HAD ME SIGN 3 MORE POWER OF ATTORNEYS ELECTRONICALLY. NOW MORE THAN 6 MONTHS LATER THEY ARE STILL CHARGING ME FEE'S FOR THEIR INABILTY TO PROCESS ***** PAPERWORK IN A TIMELY MANNER. CONTACTED THE *** POLICE WHO TOLD ME THEY DIDNT FILE ANYTHING FOR TITLING UNTIL 6/14/24. I REFINANCED IN JANUARY!!!! NOW THEY WONT REMOVE THE FEE'S FROM MY ACCOUNT THATS ACCRUING INTEREST UNTIL THEY HAVE THE ***** FROM THE ***. MEANWHILE I HAVE ABSOLUTLEY NO CONTROL OVER THIS SITUATION BUT ARE BEING CHARGED MONTHLY FOR THEIR LACK TO DO THEIR JOB CORRECTLY AND ON TIME.Business Response
Date: 07/02/2024
We have completed our investigation. Please see the attached file for resolution. *********, BCU.Customer Answer
Date: 07/02/2024
Complaint: 21917539
I am rejecting this response because: they are not being honest. I signed and returned all POA asked for. Then they said I didnt sign POA electronically, when I DID and they were notarized with an online notary. BCU didnt file one thing with the IL SOS until. 6/14/24. You can contact the Illinois Secretary of ************ like I did to verify that information.
Sincerely,
*********************Business Response
Date: 07/03/2024
We appreciate your patience while we researched this matter. Please see the attached file for resolution. Sincerely, BCU.Customer Answer
Date: 07/08/2024
Complaint: 21917539
I am rejecting this response because:every associate was nothing short of rude and unprofessional. I was left on hold for 30 minutes at a time, while being charged MANY times for their inability to do their job correctly. I signed more than 6 POA. I shouldnt have to do that. BCU didnt try to file ANYTHING with the *** until 6/14/24! June! I refi in January. Then when calling BCU people either hung up on me, or kept transferring me with the result being the same, well charge you monthly until we figure out how to do our job correctly. This is bad business and no way to treat you customers. Ill be sharing my experience with my 10k plus followers and hope that BCU loses business for failure to act right.
Sincerely,
*********************
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