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Business Profile

Credit Union

Baxter Credit Union

Complaints

This profile includes complaints for Baxter Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see

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Baxter Credit Union has 5 locations, listed below.

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    Customer Complaints Summary

    • 162 total complaints in the last 3 years.
    • 41 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/15/2024

      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.
      Letter attached

      Business Response

      Date: 06/20/2024

      Please see the attached file. Thank you for the opportunity to further research this matter. *********, BCU.
    • Initial Complaint

      Date:06/12/2024

      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 have been being charged a $29/month title fee since the origination of my car loan with this bank. I have called multiple times and provided all information needed to resolve it, but I continue to be charged. Every time I call I am told I have to wait and that they need to review it, and nothing is ever done by them. At this time these fees have added up to around $1,000. I'm hoping the BBB can help me with this issue, as I'm at a loss for what else to do.

      Business Response

      Date: 06/26/2024

      Thank you for bringing this matter to our attention and the opportunity to reach an agreement. Sincerely, BCU. 

      Customer Answer

      Date: 07/02/2024

       
      Complaint: 21839951

      I am rejecting this response because:

      Sincerely,

      ***************************

      Customer Answer

      Date: 07/02/2024

      Their response was vague and provided no resolution,  which is why I rejected it. 

      Business Response

      Date: 07/10/2024

      Please see the attached file. Thank you for the opportunity to further research this matter. *********, BCU.
    • Initial Complaint

      Date:06/02/2024

      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.
      Dear BBB Representative,I am filing a complaint against BCU regarding an unresolved identity theft claim. On April 4, 2024, I initiated a claim and sent it to BCU, delivered on April 5, 2024. On April 10, 2024, BCU requested additional documentation, which I promptly provided the same day.Despite my compliance and the passage of more than 30 days, BCU has not resolved my claim or communicated further. This delay is unacceptable and violates the Fair Credit Reporting Act (****), which mandates a prompt investigation and resolution within 30 days.Timeline:April 4, 2024: Initiated identity theft claim.April 5, 2024: Claim delivered to BCU.April 10, 2024: BCU requested additional documentation.April 10, 2024: I provided requested documentation.BCU's obligations under the **** include:Prompt investigation.Closure of fraudulent accounts.Debt relief for the affected individual.Correction of negative credit reporting.Written notification of investigation results.BCU has failed to comply with these requirements, causing significant frustration and concern.I request the BBB's assistance in urging BCU to:Complete the investigation immediately.Close the fraudulent account.Ensure I am not liable for fraudulent charges.Correct any negative credit information.Provide written confirmation of the resolution.If BCU does not respond promptly, I will consider further action, including filing complaints with the ***** FTC, and my state attorney general's office, and seeking legal counsel.Thank you for your assistance in this matter.Sincerely,

      Business Response

      Date: 06/06/2024

      Please see our research findings in the attached file. For further information, please reach out to us at **************. *********, BCU.
    • Initial Complaint

      Date:05/31/2024

      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 is a not-for-profit, member-owned Credit Union that is fiercely dedicated to Empowering People to ****************** Freedom. This mission statement falsely portrays the company image and is a misconception. I have contacted this company 4 times now about an account, ******************** #***********, is inaccurate and they immediately verifies it as accurate. Its consumer Law that this inaccurate account should report to credit bureaus with accurate information or delete and I have hard evidence that they continue to violate my rights with my report.I contacted them: April 10, 2024 April 26, 2024, May 8, 2024,May 24, 2024 I have uploaded documents showing the inaccuracies. And the company continues to violate my rights. Company is violating both the **** and 15 U.S. Code 1681. They are just squeezing by and not following their own mission.I have reported this to Experian, BAXTER CREDIT UNION #***********TransUnion, BAXTER CREDIT UNION #**********The Results still states:October 2021 - no data November 2021 - no data December 2021 - 90 days January 2022 - 120 days This is as plain as day inaccurate reporting. You cant have 2 months of no data, then jump straight to 90 days late. This doesn't make logical sense.

      Business Response

      Date: 07/09/2024

      We appreciate your patience while we researched this matter. Please see the attached file for resolution. Sincerely, BCU. 

      Customer Answer

      Date: 07/09/2024

       
      Complaint: 21784562

      I am rejecting this response because: there has been no communication notifying me that my accounts were with ******* collections and how would I have known about pandemic assisstance as it was never offered. I have been with the company for years and they could have noticed the financial troubles.

      I disagree that the accounts have been verified accurately and I am including proof, that they have not been accurately checked and I never have been shown the process taken to verify.

      Account #*********** says:

      October - No data

      November - No data

      December - 90 days late

      How can you even know or show proof that December is 90 days late and there is NO DATA for October and November, that's 60 days of no data. This is inaccurate and unfair reporting.

      Our success is measured by empowering members to achieve their goals. " is BCU's purpose and mission statement. But not when a member makes a mistake.

      I also contacted BCU about my accounts and spoke with an awesome representative on June 14 and they informed me that my accounts were with a collection agency but there is no mention of ******* collections. I am attaching proof from chat with BCU.

      I understand that accounts need to be paid but is the inaccruate deceiving necessary.

      Sincerely

      *********************

      Business Response

      Date: 07/25/2024

      We appreciate your patience while we researched this matter. Please see the attached file for resolution. Sincerely, BCU. 

      Customer Answer

      Date: 07/25/2024

       
      Complaint: 21784562

      I am rejecting this response because: I have no evidence or knowledge of stated emails because I was financially impacted negatively by the repercussions of COVID 19 at the time.

      Sincerely,

      *********************
    • Initial Complaint

      Date:05/20/2024

      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.
      BCU lies about the actions they take to service their customers. They DID NOT call me to verify my information regarding a transaction that I scheduled and, because they didn't call me, the transaction did not go through. This resulted in lost interest to me. This call that they make is their own policy and I even tried to pre-emptively call them to verify my info and did so, but their flunky customer service agents lied and said that there were no holdups or red flags on the transaction. When I called BCU after the transaction didn't go through, they tried to tell me that they left me a voicemail. However, I had no voicemails from them nor missed/received phone calls. THEY ARE ABSOLUTE LIARS! DON'T TRUST YOUR MONEY WITH BCU!!!!

      Business Response

      Date: 05/21/2024

      Please see attached 

      Customer Answer

      Date: 05/22/2024

       
      Complaint: 21737154

      I am rejecting this response because:  BCU stated on the call on May 20 and in their BBB response that they, and I quote, "BCU has investigated this matter and found that a call was made to the member at the phone number on file, that matches the number listed in the complaint, and a voicemail was left at approximately 7:55 am on 5/20/2024".  That is not true.  My cell phone carrier, ******* Wireless, has no record of a call or voicemail being left from *** at ANY point between May 17 and this very moment I write this (5:38pm CT on May 22).  ******* Wireless confirms this...(i.e. an independent 3rd party confirms this!)  BCU's proof that they called and left a voicemail is what?  At the very best, their proof is their own employee manually typing a record into their own system saying that they called and left a voicemail at such and such a time.  That is not proof! On the other hand, an independent 3rd party wireless carrier like ******* Wireless confirming that no call nor voicemail was made or left IS HARD PROOF.  The burden is on BCU to provide "independent" proof that a call was made and voicemail left.

      Sincerely,

      *************************

      Business Response

      Date: 05/28/2024

      Please see attached
    • Initial Complaint

      Date:05/09/2024

      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 writing to file a complaint against Baxter Credit Union's (BCU) predatory lending practices during my recent home sale closing (April 2024). Despite a documented ******************************************************************************** an amount of approximately $60k, Baxter Credit Union, specifically *****************************, demanded full repayment at closing. This tactic, occurring very near the statute of limitations for debt collection on this charged-off loan (2017), appears to be a last-minute attempt to collect a nearly uncollectable debt; one that the servicer was NOT expecting to demand payment for (confirmed by servicer's management team).BCU's actions nearly jeopardized the entire sale and forced me to negotiate, plus pay additional concessions to the buyer due at closing. These penalty concessions significantly reduced my final settlement amount, impacting my ability to relocate comfortably.The situation was further exacerbated by the extreme dissatisfaction of the title company and realtor involved. They consider BCU's behavior, spearheaded by ******************, to be among the worst they've encountered. They plan to advise others to avoid BCU.BCU prioritized profit over agreements and customer well-being. ****************** overruled a loan processor confirming the charged-off status who promised lien release, and caused unnecessary stress and confusion during a critical time. Additionally, BCU never contacted me regarding any outstanding balance on the second loan prior to the closing, because they never expected payment. This predatory intent seems to be fueled by ****************** only.Given the documented charge-off and modification agreement, I request a full refund of the $20,000 I was forced to pay. BCU should review staff training and ensure such predatory tactics, including those employed by ******************, don't occur again. Their actions not only caused me financial hardship but also severely damaged the reputation of your financial institution.

      Business Response

      Date: 05/23/2024

      Please see the attached file. We hope this bring clarity and appreciate the opportunity to further research. *********, BCU.
    • Initial Complaint

      Date:05/08/2024

      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.
      Baxter credit union on 5/8/24 has denied opening an account The reason stated was due to 2 years prior, opening and account and then them not being able to verify the documents and closing the account. I never made any transactions in the account that was closed. So on 5/8/24 the reason given was unable to verify my documents. I have since the last attempt obtained new Texas identity as well as replaced my birth certificate and ssn. I expected them to verify current documents for the current application #****** not disqualify the new application on the unverifiable documents from the application from 2 years prior. If there was a branch near I could step inside with all pertinent documents to verify myself. Im not sure why Im being treated as if I have opened an account and has bounced checks or bad account history. Im simply trying to build a mutually beneficial relationship with Them and explore their products . Im currently an authorized user on some of their products and they didnt seem to have issues verifying my information to add me to the cardholders account I do not have a history of bad banking relationships on my Chex system my credit report is in good shape and I dont have any account activity with BCU or any bank that would deem denying me access to opening an account

      Business Response

      Date: 05/22/2024

      Please see the attached file. We appreciate the opportunity to further research. *********, BCU.

      Customer Answer

      Date: 06/03/2024

       
      Complaint: 21685800

      I am rejecting this response because:

       

       

      I have sent the bank ******* for my business. It is attached to this email as well. I have provided everything that BCU has asked of me. Articles and certificate of formation, id and ssn and birth certificate. They didnt Accept my Adp stubs. I never have seen a credit union need to verify job for membership. Only for products. Ive provided everything to show that I am a business owner and Ceo of my own company..

      Regards 

      Carlton 

      Business Response

      Date: 06/05/2024

      We appreciate your patience while we researched this matter. Please see the attached file for resolution. Sincerely, BCU. 
    • Initial Complaint

      Date:05/06/2024

      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 am not liable for this **** with charter communications, I do not have contract with BAXTER ECU, they did not provide me with the original contract as i requested.

      Business Response

      Date: 05/17/2024

      Please see attached 
    • Initial Complaint

      Date:05/04/2024

      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.
      BCU handles my Auto Loan, and they set me up with TruStage for a Loan Payment Protection plan. TruStage did refused to protect us when we needed to use Loan Protection, so we requested a cancellation and refund of the Loan Payment Protection plan. BCU say they turned in the request, but I havent got a confirmation and they charged me again. I believe BCU is working with TruStage to keep charging us for a service they can't provide.

      Business Response

      Date: 05/14/2024

      Please see the attached file. We appreciate the opportunity to further research this matter. *********, BCU.

      Customer Answer

      Date: 05/14/2024

       
      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 to the extent of the recent refund made by BCU. They still sold me a product that I made 3 other monthly payments on, and still haven't received a refund for those 3 other payments. The product Loan Payment Protection from TruStage sold to me by BCU wasn't able to be used after it was paid for. 

      Sincerely,

      ***************************
    • Initial Complaint

      Date:04/30/2024

      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 opened a personal loan through BCU on 03/09/2021. The payment was $279.24. I consistently paid them their payment each month, minus a few skip payments that I was offered. Last year around September/October I contacted ************** Services and there was an agreement to pay $224 a month. I agreed to this payment but BCU has not followed through. Each month I have had to deal with them calling saying a "full" payment wasn't made and I have to explain to them to read their notes on my account and they state it's "fixed". It's been multiple months of this and now they are trying to increase the payment to $280. I have tried having ************** reach out to them multiple times ( and this has resulted in a higher payment), and have called them myself multiple times. At this point it feels like they are being vindictive and not following the agreement. It's already hard enough to pay bills and I'm just wanting them to follow the agreement that was made.

      Business Response

      Date: 05/22/2024

      Please see attached 

      Customer Answer

      Date: 05/22/2024

       
      Complaint: 21646204

      I am rejecting this response because: I spoke with the collections manager *****. ***** had stated that the agreement was accepted by someone in their office however this was not something that should have been approved. He made it very clear that he was not willing to write their wrongs, or fix the errors that they have made. The only thing they are willing to do is to charge as a chargeback, and that will affect my credit. They are unwilling to agree to what they had originally agreed with Debt reduction services at this point this has not been resolved. They had agreed to a $224 payment with a 0% interest until the balance was paid and are not willing to follow through. He had no reason for why they didnt communicate with me when they agreed to this back in September 2023. 

      Sincerely,

      *********************************

      Business Response

      Date: 06/03/2024

      The attached document explains in greater detail about the resolution we are trying to reach with the member. Thank you! 

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