Complaints

This profile includes complaints for Diamond Valley Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Diamond Valley Federal Credit Union has 9 locations, listed below.

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  Diamond Valley Federal Credit Union

  1334 N Cullen Ave Evansville, IN 47715-0033

  
• 

  Diamond Valley Federal Credit Union

  840 E Diamond Ave Evansville, IN 47711-3420

  
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  Diamond Valley Federal Credit Union

  5020 University Drive Evansville, IN 47712

  
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  Diamond Valley Federal Credit Union

  PO Box 4367 Evansville, IN 47724-0367

  
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  Diamond Valley Federal Credit Union

  3150 Lynch Rd Evansville, IN 47711-2936

  

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:05/12/2025

  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.

  In the fall of 2024, cashed 2 checks from my employer receiving a $100 counterfeit bill amongst total approx of $600, not realizing received this bill until approx 5 -6 months later because put this money to the side to use for an emergency/special fun money, and didn't realize even had a counterfeit bill. Had talked to the bank 3 times without any resolution starting on 4/15/25.. They say it has been too long for it to be corrected.

  

  Business Response

  Date: 05/13/2025

  
  Tuesday, May 13, 2025
  
  Greetings,
  Once a member leaves a branch, they lose the ability to
  exchange funds that appear to be counterfeit. 
  This is   due to the fact we can
  no longer trace the origin of the bill. 
  Also, once we see a bill that appears to be counterfeit, we are under a
  legal obligation to confiscate the possible counterfeit currency and send it to
  the U.S. Secret Service for evaluation. 
  If they determine the bill is counterfeit, they retain the bill, if the
  bill is not counterfeit, they will return the bill to the credit union, and we
  would reimburse the member.  As of May
  12, 2025, we have not received anything back from the Secret Service on this bill.
  
  Thank you,
  
  *** ******
  VP of Operations
  

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am absolutely 100% positive DVFVU counted out the money in front of me and put it in the envelope. Shouldn't they have also caught the counterfeit bill also at that time? Plus, again I don't always look at every bill at that time, because I trust a bank to not be sending out counterfeit bills? Isn't that their responsibility. Being long time customers, you would think I would have earned their trusts, but coming away from there was like no big deal to them. A $ 100 bill is just a drop in the bucket for all the years and banking we have given them. All I want is my $100 US legal bill back. I don't feel this is asking too much.

   

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

  

  Business Response

  Date: 05/29/2025

  There are no updates or additional information to share regarding this complaint. 

  The Credit Union leverages technology and regular training of staff to recognize counterfeit currency.  Making it very unlikely the bill was disbursed by our teller.

  To complicate matters, the member allowed six months to lapse before addressing any concerns with us.

  Once a member leaves a branch, they lose the ability to exchange funds that appear to be counterfeit because the origin of the bill cannot be traced, in this case there was six months to try to account for its ownership and transaction history.

  Under these circumstances we will not exchange the bill.

  Customer Answer

  Date: 05/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because We did receive the bill from the DVFCU teller that was counted out hurriedly by the teller who placed the counterfeit bill along with other bills into an envelope, so she did not catch the counterfeit bill, even though you state your employees have the training needed. They can make mistakes, too. I am 100% confident this is what happened. Also, I did not realize I had received  a counterfeit bill from your institution until I found it in my original envelope that I had put back in a private area for my fun or emergency money. When I went to use it, which happened to be 6 months later, I found it, and I did not have any training. I don't spend my money as fast as I get it.

  Again, DVFVU can make this right, but seem unwilling to do so. It was their counterfeit bill I received. After 55 years of using this credit union, I am very disappointed over this outcome which could be corrected.

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

• Initial Complaint

  Date:01/05/2024

  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.

  I am so beyond confused and frustrated as to why it has been almost a week since our last correspondence. Is no one interested in handling this situation? I have been ignored for a couple months now. After your apology I was expecting to hear from your supervisor, to which i requested to call me. Furthermore, I have not heard back from you or any supervisor for that matter. The customer service I have been experiencing is a complete disgrace upon DVFCU. I have banked here for over 10 years, my signature loan has fallen delinquent as to a family illness with one of my children, I filled out an application and turned in all required documentation. however i get the run around and do not get any returned emails or phone called for months, the bank has attempted to withhold my funds from a wreck i was in to repair my vehicle to get to and from work, etc. however last week i receive a call from ********, asking me when i can make a payment on my loan, she had forgotten that she had been avoiding my email correspondence and called my by accident, after explaining to her who i was and that i had been asking for a return email several times un answered, she was apologetic and quick to end our phone call. she stated she would be discussing my situation with her supervisor to which i asked for that person to call me. I have never been contacted by anyone further. I am very upset and honestly feel discriminated against by these acts.

  

  Business Response

  Date: 01/11/2024

  On January 5th, 2024 the member e-mailed our Loss Mitigation department in conjunction with filing this complaint stating that she was concerned that nearly a week had passed since her last communication with us.  The delay in response was due to key staff members being out of office over the Holiday.  Upon receipt of the January 5, 2024 email the AVP of Loss Mitigation immediately responded via e-mail and advised the member he could assist her and asked that she contact him directly and provided his direct number and extension.  The member replied to the e-mail and provided the AVP of Loss Mitigation with a contact number and a specific time to call.  The AVP of Loss Mitigation called the number provided at the prescribed time.  The call to the member went unanswered.  The AVP of Loss Mitigation then left a voice message communicating that they were available to assist with the member's concerns.  The AVP of Loss Mitigation also followed up the call with an e-mail.

  The member returned the AVP of Loss Mitigation's call on January the 8th, at which time the member and the AVP of Loss Mitigation discussed the member's concerns and options for resolution.

  Customer Answer

  Date: 01/11/2024

  
  
  Complaint: 21102380
  
  
  
  I am rejecting this response because: that is not what had happened in this said situation correspondence started in November 2023 due to my 14-year-old son finding a growing tumor in his leg that had to be surgically removed after multiple trips to Indianapolis the closest option to our home for treatment. i had been ignored for a multitude of weeks, finally having correspondence with the woman who i completed my application at her suggestion for a modification of my personal loan. I submitted all required documentation. Once i had all documentation submitted i checked the status of my application ample number of times through unanswered emails and voicemails. at one time although i had explained i had a pending application for loan modification with ********, i had attempted to take money for my checking account i had received for an insurance claim from my insurance provider and was denied access to my funds due to being behind on my personal loan although i had explained that i was in the process of attempting to modify the loan and waiting on a response. I was sent the insurance funds for a wreck i was in to fix my vehicle, which is my way to and from work. The employee in the drive through at the bank insisted they would not release my funds because ******** whom i was working with did not put a note on my account there was a pending application.
  
  After being ignored for over a month, I received a call from ********, who had forgotten that she had been ignoring my emails and phone calls and contacted me asking when i would be able to make a payment to my loan. When i reminded her of who she was speaking to she fell silent on the phone and i had asked her if she had received my unanswered emails to which she stated she had. She stated that she was very sorry she had called today and had not gotten back to me from my voicemails and emails. I requested a supervisor to call me to which she stated she would be sure that would happen. which did not happen until i made this complaint. I then spoke to **** ****** who apologized and agreed this was not handled with care and told me they could not approve my loan modification.
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 01/11/2024

  Member has been in discussion with the AVP of Loss Mitigation regarding this matter.  At this time there are no options available to accommodate the member's request for modification.  If the member has further questions or should any relative factors change we encourage the member to contact us.