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.
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:12/31/2023
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.
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 attachedCustomer 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,
***********************Initial Complaint
Date:12/21/2023
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 a credit card with BCU. After experiencing some financial difficulties, I fell behind on my monthly payments. When I attempted to pay my bill online, I was told that my account has been charged off and I wasn't able to make a payment online. I was told the "recovery team" has my debt and that I needed to call them. I communicated via chat several times to BCU, requesting that I be placed on the do not call list and to have all future communication sent to me via mail. I was told by several reps that my account would be updated accordingly. Not only do I receive regular phone calls that I consider harassment at this point, on account of I have asked several times for no phone calls, but I have received nothing in the mail from BCU about my debt. No information about what I owe or how to pay it, yet they continue to report my account late to the ********************** bureaus. At this point, I will be researching into filing legal action against the company for both of those mistakes on their end.Business Response
Date: 01/04/2024
Please see attached.Initial Complaint
Date:12/18/2023
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 had uploaded my car insurance policy as well as emailed a BCU Employee. Their system and peroneal did not review or respond to coverage I have had in place and given proof of. BCU forced placed my auto insurance in the amount of over $5,000 and added that amount to my car loan. I have documentation as well as email delivery receipts of proof of coverage.Business Response
Date: 01/02/2024
Please see attachedInitial Complaint
Date:12/13/2023
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.
This account was flagged as a lost card and the payment should have been waived. The negative affect of the unauthorized charges is affect my credit score, and I would like it to be fixed.Business Response
Date: 01/03/2024
Please see attached.Initial Complaint
Date:12/12/2023
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.
11/27 i have called in to remove my child off my account who just turned 18 which is like pulling teeth not ready to come out; **************** HORRIBLE i have been repeatedly hung up on.. Not to mention someone at the bank switched my personal info to my childs now my credit report is her credit report. Im also a joint member with her the Primary I have been banking with this bank for yearsssss and totally clueless how my social becames hers. I just started a new job Mon- Fri and cant get the documents that they require due to my work schedule, and if someone didnt switch our personal info i wouldnt have to go through this I cannot order her a bank card or anything until we verify her identity Which can take almost a month getting a social security card. Im angry and fed up i spent three whole weeks calling this bank repeatedly and this is the outcome. I have never had a bank so horribleBusiness Response
Date: 12/22/2023
Please see attached.Initial Complaint
Date:12/09/2023
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.
Account Name: ********************** Amount: $35368 Date Opened:10/3/2023 Acct#*********** Account *************************** Amount:$38079Date Opened:10/18/2023 Acct#****************Account *************************** Amount:$39820Date Opened:9/14/2023 Acct#****************Account *************************** Amount:$168Date Opened:7/6/2023 Acct#****************Please DELETE the fraud Accounts from my credit Report does not relate to any transactions that I have made.The credit bureaus keep disrespecting the law . I have showed them multiple times how they are violating the FAIR CREDIT REPORTING ACT .According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Accounts that are not reporting accurately. According to 15 USC ****b(1) the credit bureaus dont have no written permission According to 15 USC **** have the right to privacy According to 15 USC 168s-2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate .(B) Reporting information after notice and confirmation of errors According to 15 USC **** I have the right to privacy According to 15 USC ****s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.(B) Reporting Information after notice and confirmation of errors A person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate. The credit bureaus have no respect for the laws.Someone needs to hold them accountable for this.Business Response
Date: 12/13/2023
Please see attachedInitial Complaint
Date:12/03/2023
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.
My Baxter credit union was legitimately hacked and I needed to file dispute and when I did they closed my account. Anyways. They refused to file dispute for fraudulent transactions. Every transaction that says a 4 digit digit dumber and says Revolut is fraudulent , they stemmed from all my BCU accounts not just my power plus, every transaction related to Revolut was fraudulent and unauthroized. The worst part is they locked me access out my account so Im ready to honestly file lawsuitBusiness Response
Date: 12/11/2023
Please see attached response.Initial Complaint
Date:12/01/2023
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 am unable to access funds in my account in a timely mannerBusiness Response
Date: 12/08/2023
Please see attached.Customer Answer
Date: 12/08/2023
Complaint: 20944817
I am rejecting this response because:They had no immediate way for me to access my money(virtual or digital card). This caused extreme hardship not being able to pay for needed things while waiting for them.
Sincerely,
*********************Business Response
Date: 12/21/2023
Please see attached.Customer Answer
Date: 12/21/2023
Complaint: 20944817
I am rejecting this response because: I incurred late fees because since card was tied to auto pay certain bills. I had no way to purchase gas or groceries
Sincerely,
*********************Business Response
Date: 01/02/2024
Please see attached.Initial Complaint
Date:11/23/2023
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 had a tax payment pending for FIVE days but youre constantly letting other transactions go through that are overdrawing my account!! I am accruing tax penalties for a transaction that shouldve been completed. Ive been with this credit union for over 10 years but this is absolutely my last straw! And I was charged an overdraft fee for the *** payment that hasnt even been completed.Business Response
Date: 12/06/2023
Please see attachedInitial Complaint
Date:11/18/2023
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.
On May 31st 2023 I purchased from a website that turned out to be a scam. I filed a complaint with BCU now about 5 times and they refuse to process the additional information they already have to refund me. All of our correspondence can be found in the system. Even one of their managers went in and filled in the blanks and they still denied me. They dont have a phone number nor are they willing to discuss with me why they cant look through our correspondence since May of this year to process this claim and return my money. They asked for EXACT ITEMS and its like I told the manager I wasnt sent an itemized receipt. It was a SCAM! So immediately I filed a claim to get my money back!! Im very disappointed. I hate it has to get this far. But Im an hardworking America and I refuse to loose money over a scam when the bank has the power to return my funds. They would react differently if it was their money. Also a lot of *********** from hotels Ive book Ive been having a hard time locating them. There is one fro $101.70 I have yet to see returned.Business Response
Date: 11/30/2023
Please see attached.Customer Answer
Date: 11/30/2023
Complaint: 20888243
I am rejecting this response because:
The authorized representatives ARE NOT telling the truth. Ask them to view all correspondence. I submitted these snapshots I took for my records on my iPhone so I could have the order number. But the company never sent a receipt to my email so I didnt have one to submit although I authorized the transaction. I sent these EXACT SAME SNAPSHOTS in my response but as you can see they are attempting to pull the exact same thing here!! I told you they never sent a receipt. If they wouldve I wouldve sent it to you. Like I responded at least 3 times prior. This just lazy and not wanting to to your job. You cant deny me for something I never received. You cant dismiss my snapshots as nothing and keep denying me. How much further should I take this claim?
Sincerely,
***********************Business Response
Date: 12/07/2023
See Attached Response
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.