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

  1 Baxter Pkwy Deerfield, IL 60015-4625

  
• 

  Baxter Credit Union

  25212 W Il Route 120 Round Lake, IL 60073-9610

  
• 

  Baxter Credit Union

  415 S Main St Crystal Lake, IL 60014-6204

  

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:02/10/2024

  Type:Product 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 name is ***************************** and I'm a customer with BCU for over 10 years. I have checking/ savings accounts and loans with BCU. In addition, I opened my minor son an account with me on the account as the legal guradian b/c he isn't 18 years of age. Long story short, fraudulent transactions have been made from my son's account (*******************************). The transactions are cash app transactions listed as *********************************** cash app profile. Several hundereds of dollars are missing and BCU refuses to refund the $$ despite being FDIC insured. Apparently someone has hacked my sons cash app and mirror his exact account on cash app. Despite the bank showing said cash app transactions, when we contacted cash app they provided my son and I with 3 months of reports showing every transaction for those specific dates/ months in question. On the cash app reports the cash app transitions in question that were listed on BCU report did not show up on the cash app reports linked to my son cash app account. BCU feels that they don't have to treat this as fraud because the hacker use my son's cash app profile details. People are hacked every day from ss#, to bank accounts, to entire identities being stolen. This hacker copied my son's cash app and has it linked to another account or something clearly. If my son made those transactions they would have been listed on the cash app reports with the other transactions that he ACTUALLY made. Those transactions that are listed on my fraudulent claim aren't on the reoport from cash app. Please help me understand how this is my son's fault , when he realized he was hacked he shut down his cash app. It should'nt matter that the transaction are in his name because we provided actual monthly, statements that are dated from cash app. You see those transactions weren't made by my son *******************************. I want my son's money returned to him. BCU is the worst credit union around. We want the total returned from the claim submitted.

  

  Business Response

  Date: 02/14/2024

  Please see the file attached. 

  

  Business Response

  Date: 02/15/2024

  Please see the file attached. 
  

  
  

• Initial Complaint

  Date:02/09/2024

  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 got a car loan with BCU. I had a slimey sales/mortgage person. I found out later he had added things i has specifically told him i did not want. I put 15k down on a 40k car. I specifically said I DO NOT want gap insurance. I have a boatload of life insurance in many different places. I specifically said I do not want the insurance that would pay the loan if i died. I found out i am paying for both of these things. I can guarantee i am not the only person this has hapened to. It took me ages to realize it. I bet loads of people dont realize these things were added to their loans without their permission.

  

  Business Response

  Date: 02/19/2024

  Please see the file attached. 

• Initial Complaint

  Date:02/03/2024

  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 formal complaint against Baxter Credit Union for a series of serious breaches of my personal information and potential violation of consumer protection regulations.Without my authorization, Baxter Credit Union changed my address on file to ******************************************************************************* effective October 1, 2023. I only became aware of this error on January 10, ****, when I contacted Baxter to inquire about missing monthly statements. This unauthorized change resulted in my statements being mailed to my ex-wife for over three months As confirmed by a customer service representative on January 10, ****, (recording available) my personal account information, including my new address, was inadvertently updated with my ex-wife's information despite assurances made during and after my divorce that she would not have access to my accounts or information.While I acknowledge that I previously shared an account with my ex-wife, this account became inactive and non-joint during our divorce proceedings. The unauthorized change of address and information sharing occurred solely on my individual accounts, further highlighting the seriousness of the breach.I request that you investigate this matter thoroughly and take appropriate action against Baxter Credit Union. This includes, but is not limited to:1. Conducting a full review of security procedures and data handling practices.2. Implementing corrective measures to ensure the accuracy and security of my personal information.3. Providing a written explanation for how this breach occurred and what steps have been taken to prevent future occurrences.4. Investigating potential harm resulting from this incident and offering appropriate compensation.

  

  Business Response

  Date: 02/08/2024

  Please see attached

• Initial Complaint

  Date:01/25/2024

  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.

  I purchased a new built home in 2021 and the loan is through BCU. At the time of the purchase I was told I could not escrow my house because it was a new built and needed to wait until both the value of the house and property were evaluated. In December 2022, I started the process of escrowing my house and ran into multiple problems with the bank. I would submit all the documents they asked of me but they continued to deny the request. They even required me to pay my May 2023 property tax payment to the county myself before they could establish the escrow and I did. Even after all the paperwork and back and forth, I needed to involve a bank manager in June of last year before the escrow was established. The first escrow payment was taken out in August 2023 and after noticing that my payment decreased in September I went to the bank and was told the analysis for the coming year indicated a surplus. I received a refund check of $655 and my monthly payment decreased by $300. In November I received a letter from the county indicating I did not pay my October taxes. I immediately reached out to the bank and they said an error was made and they would send the funds to the state. Now, beginning 2/1/2024, BCU has again increased my payment by over $600 and is now saying I have a shortage. When *** tried to contact bank representatives to explain how I had a surplus 4 months ago and now its a shortage, no one is answering. I am currently sick and pregnant and I cannot have this stress right now. It is not safe for me or my child. I want BCU to stop my escrow and place my payment back to what it used to be

  

  Business Response

  Date: 02/16/2024

  Please see attached file. 

• Initial Complaint

  Date:01/20/2024

  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.

  On September 6th I filed a dispute with BCU about a transaction posted on June 12th 2023, for *****. I went to Fishbones Rhythm Kitchen, on June 9th 2023 and not only was the service very hostile, the waitress said some racially discriminatory things to me, but my food was incorrect. I was served a pasta dish that I specifically asked for no shellfish as I am allergic but was still given it, I asked the waitress for a new dish without the shellfish again and was brought with the same dish with shellfish, when I was brought the dish again the waitress said "How do we know you're not lying? You could be trying to get free food" and I said I would provide medical documentation and she refused to change my food. I was forced to pay my food which was not edible for me. BCU denied my dispute almost immediately and said it was my fault for paying the restaurant, what was I supposed to do? Dine and dash? The restaurant refused to work with me, I went in and called them several times and consumers can also dispute a charge if they're dissatisfied with the quality of merchandise, service or delivery and the merchant refuses to make things right, according to the federal Fair Credit Billing Act, and if you didn't receive satisfactory goods or services from a merchant, you generally have the right to dispute the charge under the Fair Credit Billing Act (FCBA). I want BCU to credit my account as my services was not met or I will go to small claims court. I will also be filing a complaint with the better business' bureau. I also got food poisoning from eating at this restaurant and will attach a doctors note. BCU does not care about the safety of our money, or our rights as consumers or safety of their customers.

  

  Business Response

  Date: 02/01/2024

  Please see attached response

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21172848
  
  I am rejecting this response because: I shouldn't have had to pay for food I was allergic to, made me ill, and was prepared negligently.
  
  Sincerely,
  
  ***** **************************************************

  

  Business Response

  Date: 02/05/2024

  Please see attached 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21172848
  
  I am rejecting this response because: unacceptable. I am going to close my BCU account, and tell everyone to not use them. Also. I have found a pro-**** lawyer who will represent me in small claims court. See you in court BCU!
  
  Sincerely,
  
  ***** **************************************************

  

  Business Response

  Date: 02/07/2024

  Please see attached 

• Initial Complaint

  Date:01/10/2024

  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.

  Ive been on short term disability which has greatly affected yes the way my pay cycle hits my account. Due to this I have TONS of overdraft fees that have hit my account due to bills. The merchant never even gets paid Im just hit with all these fees!! This is putting me in an extreme hardship and every time I reach out to have these reversed it gets denied! Even if the merchant attempts multiple times to collect payment thats another overdraft fee. I have about 10 fees all at $29. There was 15 fees and I was able to get 5 reversed but no help past that. Im just asking to reverse those fees!!! I cant even get ahead because of this and have turned off all options for courtesy payment fees as well and somehow these go through too!

  

  Business Response

  Date: 01/16/2024

  Please see the attached file. 

• Initial Complaint

  Date:01/10/2024

  Type:Product 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.

  December of 2022 I received a check from someone I thought was a friend and deposited it into BCU ************. I waited the time period for it to clear and when it did I withdrew the money to give to my friend for his Business. He said it was the only way it could be used in the US because he wasn't here. To my surprise the Bank called me and told me I had to return the money. I was in shock I had been scammed? But they made it seem like it was me that did it and I was at fault. I told them I would try to pay them back and they agreed to let me make payments in the form of a loan. But the tacked on 18% interest and insurance. I did make a police report out for the check I was sent. They advised me on how to proceed and said I was the one taken advantage of and should not be held responsible because they cleared the check for withdrawal.I told them this and they have changed nothing. They continue to hold me responsible for much more than the check THEY cleared and even sent someone to my home and put a note on my door!! Do Banks have permission to do that. If they have insurance to cover this kind of fraud, why did they make me feel like I was the criminal and in trouble? I have a copy of the check and the envelope it was sent to me in. Thank You for your Time. *****************************

  

  Business Response

  Date: 01/24/2024

  Please see attached file. 

• Initial Complaint

  Date:01/02/2024

  Type:Product 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.

  This company is so unprofessional and unorganized. No one know anything thats going on. I filed a dispute early November. For one they denied my dispute when it was obvious its was a fraudulent charge. They continued to ask for information that I didnt have due to the charge being fraudulent. I let them know that information they are asking is I cant give because I dont have it myself because the charge was fraudulent. So they kept denying me. So I ended up having to give any type of I formation just to move my claim forward. This bank is not for customer's. I received an email on 12/22/23 advising that my dispute was resolved on12/15/23 and that I would be getting my refund. Here it is 12/29/23 I still dont have my refund. So I call them to ask whats going on and the agent said he doesnt see any charge. I said it was a dispute Ive been waiting to be resolved. He says he needs to contact the dispute team to see whats going on. He then comes back to the line saying that they said the email was sent in error and that I still have to wait. I asked to speak with the dispute team but apparently they dont talk to customers. I just feel like they are being fraudulent or something . Why am I receiving information then you turn around and say disregard it. Why was I sent an email or call letting me know that the information was sent in error

  

  Business Response

  Date: 01/12/2024

  Please see attached

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21072252
  
  I am rejecting this response because it took me to file a complaint for someone to reach out and solve my issue. I would never bank with this company if you want your funds protected. They do not care about what happens to your money. Only thing they can do correct is reject what you submit to them without any reasonable explanation. You literally have not be honest about a situation to even get your money back. I will be closing my account expeditiously and with no regret. 
  I dont need an explanation after this. I just wanted to share my experience for the people that will considering this bank. So just know if you get hacked and all your money is taken. They are going to make this process as difficult as possible for you!!

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

• Initial Complaint

  Date:12/31/2023

  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.

  I am not liabile for this debt with baxter credit union with exisiting balance I do not have a contract with baxter credit union they did not provide me the contract and with the original contract as requested

  

  Business Response

  Date: 01/11/2024

  Please see attached 

• Initial Complaint

  Date:12/31/2023

  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.

  I recently called BCU regarding a specified matter and it was brought to my attention that there is an adverse note that attaches my account to another previous members account who had a bankruptcy, therefore they caused BCU a loss. Apparently I was named a beneficiary of this previous member account. I have spoken to a representative in BCU In-House Recovery seeking to remove this note that should not be attached to my account, however I have been told that if the note is removed from my account then it also automatically removes it from the other previous member account. Essentially, that should not be my problem to have because I am not the member who filed bankruptcy and caused the credit union a loss. This is not right nor equitable. That note should be removed immediately off of my account.

  

  Business Response

  Date: 01/12/2024

  Please see attached

  Customer Answer

  Date: 01/17/2024

   
  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.
  
  Sincerely,
  
  ***********************