Complaints

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

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  CommunityAmerica Credit Union

  9777 Ridge Dr Corporate Adminstrative Office Lenexa, KS 66219-9746

• 

  CommunityAmerica Credit Union

  10300 E Highway 350 Raytown, MO 64138-1803

• 

  CommunityAmerica Credit Union

  2800 Clay Edwards Dr Kansas City, MO 64116-3220

• 

  CommunityAmerica Credit Union

  7620 State Line Rd Prairie Village, KS 66208-3705

• 

  CommunityAmerica Credit Union

  4545 S Noland Rd Independence, MO 64055-4887

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:06/24/2025

  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.

  Charging overdraft fees significantly higher than the overdraft amount - $198 in overdraft fees for being $12 negative. I had to call and fight for over an hour and they eventually waived $140 but had I not called and waited for over an hour and fought, complained and insisted they were not going to waive these fees. The reason I am filing this complaint is because I can't imagine the stress or toll this would take on someone who is elderly, sick or overall unfamiliar with the banking world. Had they not waived SOME of those fees (after fighting them tooth and nail for over an hour) I would not have had enough money for groceries. To make so much money off of people who have no money in their account is unethical and predatory. The only reason they waived the few fees that they did is because I mentioned filing a BBB complaint.

  Business Response

  Date: 06/27/2025

  June
  26, 2025
  Complaint
  #: ********
  
  This response hereby
  confirms our receipt of Better Business Bureau complaint # ********. As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  The credit union’s
  investigation found that the claims made differ from our findings. Upon
  listening to the recorded call referenced in the complaint, we found that the call
  lasted a total of 20 minutes- with 6 minutes of that being on a brief hold
  while the representative spoke to a manager.
  
  As background, our
  overdraft service is a discretionary service offered to our member-customers.
  They are automatically opted in (with the option to opt out at any time) for
  ACH and checks. Separately, there is an option to opt into for debit cards, they
  are not automatically opted in. For every transaction presented for payment (regardless
  of the amount) where there are insufficient funds, the account is charged a flat
  fee of $28.00- whether the credit union paid the item or not. This is outlined
  in our Membership Agreement, Fee Schedule, and Overdraft Disclosures and is
  standard banking practice. We reject that this practice is “unethical and
  predatory”. The complainant is opted in for ACH/Check protected and opted out
  for debit card protection.
  
  On the recorded call,
  the complainant indicated she’d had trouble with her debit card and believed
  these fees would not have been applied if she could have used her debit card
  for these transactions instead of ACH. To be clear, the method of payment used
  does not matter, a fee still applies if there are insufficient funds in the
  account. Since the debit card is not opted into the overdraft service, however,
  the transactions would have been unpaid. We found no record that the
  complainant reported any issues with her debit card. In fact, the card showed
  several transactions successfully posting as close as 4 days prior to the first
  fee, and we also showed transactions being rejected due to insufficient funds.
  This was communicated to the complainant, and she became upset by the
  unintended implication that she was being untruthful.
  
  As for the fees, we found
  that the account did not have sufficient funds to cover 8 ACH transactions
  posting on June 17, 18, 20, 23 and June 24. Each transaction was paid by
  the credit union and resulted in eight (8) $28.00 fees, totaling
  $224.00. The representative reviewed the account history and offered their
  maximum allowed limit of 4 refunds. The threat of having a complaint filed
  against us was not a determining factor, courtesy refunds are common and not
  reserved for threats of complaints. Additional refunds required manager approval,
  so the representative placed the complainant on a brief hold while speaking to the
  manager and returned to the line to offer a 5th refund, totaling
  $140.00. The complainant accepted, but said she would still file a complaint
  against us.
  
  While we agree the
  complainant was upset on the call, we disagree that she had to “fight for over
  an hour” to obtain the refunds. We value every member; the complainant’s
  concerns were acted upon immediately and politely. Our members’ satisfaction is
  very important to us, but it is their responsibility to manage their accounts
  and ensure funds are available prior to initiating transactions. We are happy
  to discuss alternative options with the complainant to assist in managing her
  account balance, applying for a line of credit, or setting up a budgeting plan.
  We are happy to help any way we can.
  
  Our Member Service
  Center can be reached at ************ ** ************** Monday-Friday, from
  7:00 am- 7:00 pm CST and Saturday 9:00 am-2:00 pm CST. Additionally, secure
  email and live chat functionality are also available during these times.  Or she may visit any of our convenient branch
  locations, which can be found on our website or mobile app- some branches are also
  open on Saturdays.
  
  It is the credit
  union’s belief that no further action is required but we encourage the complainant
  to contact us directly to take advantage of other options to serve her
  financial needs. We believe the actions taken by the credit union were
  appropriate and by the actions set forth in this letter, we consider this
  matter closed.
  

• Initial Complaint

  Date:06/05/2025

  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.

  3 Fraudulent charges were posted to my account on May 4th. All of which are in different states that I do not residue in. I notified my bank immediately that I did not make these purchases and was issued a new credit card and assured that I would not be held responsible for them and no further action was required. Now CommunityAmerica is saying I am responsible for them partially because I had yet to file a police report. Even though they had said "No further action was required".

  Business Response

  Date: 06/13/2025

  Upon
  reviewing the details of the complaint, we found that the events differ from
  what is being reported. Our investigation found that on or around May 4, 2025,
  the complainant contacted the credit union to report fraudulent transactions on
  his credit card and provisional credit was provided totaling $1,250.98. The
  complainant was notified that he would not be held responsible for these
  charges “during the investigation, which would take up to 15 business days”.
  A police report was not needed, nor requested from him at this time.
  
  During
  the investigation, the complainant admitted that he may have fallen for a USPS
  text scam and willingly provided his card information, which subsequently caused
  the transactions he was disputing.
  
  Unfortunately,
  charges associated with participation in scams are not protected under banking regulations
  since the card information was willingly provided. The dispute was subsequently
  denied, and provisional credit was reversed. The complainant was notified of
  this, via letter, and over the phone, and it was recommended he file a police
  report and attempt to recoup his money through law enforcement.
  
  By the
  actions set forth in this letter, we consider this matter closed.
  

  Customer Answer

  Date: 06/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Once again, during the call I received where they found me at fault they said lack of police report was one of the reasons. Only after I inquired about this was I advised I should file. This should be done at the beginning stages of a fraud complaint.

  The use of this business policy in this instance is to punish the consumer for cooperating with CACU. It was also suggested I might try to get in touch with the vendors. Why did CACU not do this? 

  It is clear that the use of CACU's fraud department is not prevent or catch fraud, but find reasons to deny their customers claims so they do not have to deal with it.

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

  Business Response

  Date: 06/25/2025

  CommunityAmerica stands by its original position that the transactions in dispute are not covered by applicable bank fraud rules and regulations. Consequently, the credit union contacting the merchants in this case would be inappropriate. We regret the confusion with the communication regarding the police report, however, as previously stated, there would be no change to the outcome of the dispute. There is no new substantial information to warrant reopening this dispute, therefore, we consider this matter closed.

• Initial Complaint

  Date:02/25/2025

  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.

  Fraudulent business practices I bought a property that they told me was worth 230,000.00 and now they tell me it’s only really 170.000.00 I would not have bought the property had they been honest and didn’t fraudulently tell me it was worth more than it actually is

  Business Response

  Date: 03/07/2025

  This letter hereby confirms our receipt of Better Business Bureau complaint # ******** forwarding a complaint from *** **** *****, in which he expresses dissatisfaction with the appraised value of a home he purchased in September 2024. As a member-owned not-for-profit cooperative, we thoroughly investigate and respond to all consumer complaints. 

  Upon completion of our internal investigation, we determined that *** ***** purchased the home with a sale price of $170,000 in September 2024. The home was appraised by an independent third-party appraiser for $230,000. Subsequently, in February 2025, *** ***** requested a Home Equity Line of Credit on said property and is unhappy with credit union policy of using the sales price as the value for the home instead of the full appraised value within the first 12 months following the purchase of the home. This is a common industry practice; the sale price of a property becomes the market value comparable when a property is used as a comparable after the sale. The credit union believes *** ***** thinks we are saying his home is worth $170K, but that is not the case. 
  
  Further investigation found that an offer to order a new appraisal was made, however *** ***** has not responded to that offer. Additionally, our VP of Lending performed an AVM value (online assessment) and attempted to contact *** ***** with a different offer that would be more favorable than the original loan approved, but again, *** ***** has not responded. The original loan officer also sent an email with this information to *** *****, with no response. 
  
  We strongly urge *** ***** to contact the credit union directly if he wishes to move forward with the loan. We reject that any fraudulent business practices have occurred and have completed our review of this matter.

  Business Response

  Date: 03/10/2025

  CommunityAmerica Credit Union confirms receipt of *** *****’s rejection of the credit union’s response on March 7, 2024, to Better Business Bureau complaint # ********. 

  The credit union maintains logs of incoming and outgoing messages. Our records indicate numerous contact attempts from the loan officer and our VP of Lending (*** **** ****) to the phone number and email address we have on file for *** ******, which has been successfully used in previous communications with him. 
  
  Specifically, on 2/26/25, around 9:24 a.m. CT and again around 3:26 p.m. CT, the loan officer left voice messages for *** ****** requesting a call back to follow up on the loan application. On March 3, 2025, around 11:29 a.m. CT, *** ****, left a voice message for *** ****** as well. The loan officer subsequently followed up with an email on March 3, 2025, around 1:56 p.m. CT. 
  
  We stand by our initial rejection that any fraudulent business practices have occurred, we have numerous made efforts to work with *** ***** to resolve this matter but are unable to move forward without his cooperation. We find that *** *****'s rejection lacks merit, and we consider this matter closed. 

  Customer Answer

  Date: 03/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: One no attempt was made to contact me to resolve this, and I still stand that this is a Fraudulent Business Practice to get me to purchase a property with false information to secure a loan for 170,000.00 from Community America Bank where as I would not have done so if I was not lied to and was told the property was worth more than Community America is claiming, don’t lie to me and tell me something is worth 230,000.00 just so you can coheres me into a 170,000.00 loan which I wouldn’t have taken out had I been told the truth that the house was only worth 170,000.00 to begin with that is fraud. Second you can’t even address me by my proper name and that in itself is insulting I will letting others know about this deceptive business practices by Community America Credit Union going forward. If you really wanted to resolve this then you should have made an effort to contact me. I’m done doing business with Community America Credit Union and I will make sure all my business partners know about this corruption as well! 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:02/04/2025

  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.

  The date of transaction was February the 3 I have direct deposit with this bank that is available on the 3rd of every month so made purchases on the 3rd but now they say I made them to early on the third that is rediculous and the corporate manager **** was rude and obnoxious for no reason you are a small bank that I trust but I will be leaving

  Business Response

  Date: 02/05/2025

  CommunityAmerica Credit Union confirms receipt of Better Business
  Bureau complaint # 22899099. As a member-owned not-for-profit
  cooperative, we thoroughly investigate and respond to all consumer complaints.
  
  Upon completion of our internal investigation,
  we determined that the facts of the matter differ from what is being claimed. We
  found that the deposit in question posted to the account after several
  transactions had already debited the account.
  
  As background, the credit union does not
  control the timing or order that debits and credits post, they post
  automatically in the order received.
  
  In this case, the direct deposit posted at 2:06
  a.m. which is consistent with the timing of the last 3 months of this same
  deposit. The debits were authorized on 2/1/2025 and three debits on 2/2/2025,
  all of which posted prior to the deposit-around midnight on 2/3/2025. A review
  of the last 3 months of transactions, show the complainant processed the same
  debits (C******* after the deposit posted. The complainant did process the
  ******* debits early this month, causing the fees to be accurately applied.
  
  Further investigation found that the
  complainant has exceeded the limit of courtesy fee refunds, as explained by
  several contact center agents, including Josh. We know fees can be frustrating
  and inconvenient; we encourage our members to use the variety of tools we offer
  to manage their accounts. The easiest way is via our mobile banking
  application, where the available balance would have been clearly visible at the
  time the ******* transactions were initiated.
  
  We are happy to discuss other options to avoid
  this from happening again and encourage the complainant to visit a local branch
  or contact the credit union to discuss those options. By the actions set forth
  in this letter, we consider this matter closed. 

• Initial Complaint

  Date:12/26/2024

  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 a college student who is working to pay my way through college. Community America Allowed a service such as CASHAPP take my money out of my account, The fraud department contacted me as I explained the transaction was not mine. I asked the fraud department to do not approve that pending transaction and low and behold it was approved in minutes after me talking to the fraud department. Community America is my bank, and they are supposed to be securing my money. We are 2 days before Christmas, and I have no Money. Community America Picks and choose when they want to deny transitions. My sister was buying a jacket and it cost $250 and Community America would not approve the transaction, but they let $1600.00 be approved and taken from my account.
  I'm asking for an investigation be complete as I am not the only person this has happen to. I'm also being told by Community America I will not get my money back as this is a cashapp issue. I'm just asking for my money back as I tried to explain to the Fraud department that the transactions was not mine.

  Business Response

  Date: 01/03/2025

  The
  credit union’s records indicate a dispute was initiated by our member on 12/22/2023.
  After the standard 5-day hold process, on 12/27/2024 a provisional credit was
  processed and posted to the account on 12/30/2024. Letters were sent to the member
  explaining the dispute process and the ongoing investigation. We apologize for
  any confusion or frustration with the dispute process and on-going investigation.
  
  A Fiserv
  representative spoke with the member follow up on the dispute. By the actions
  set forth in this letter, we consider this is currently an ongoing matter with Fiserv. 

• Initial Complaint

  Date:12/17/2024

  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.

  When I enrolled into Community Area Credit Union, I was supposed to be enrolled in overdraft protection with my savings account linked. However, there was an issue and ********* via chat told me that there was nothing he can do. They have easily taking $100+ of my money JUST THIS MONTH in OD fees. This is ABSOLUTELY ridiculous. They should not be charging me when my account have been linked.

  Business Response

  Date: 12/31/2024

  This letter hereby confirms
  our receipt of Better Business Bureau complaint # ********* As a member-owned
  not-for-profit cooperative, we thoroughly investigate and respond to all
  consumer complaints.
  
  Upon
  completion of our internal investigation, we were unable to locate any requests
  from the complainant requesting to link her savings account as overdraft
  protection for her checking account. As background, this is not an automatic
  service. Our records indicate that the service has since been linked, as of
  December 17, 2024.
  
  A manager
  attempted to contact the complainant to discuss this service, associated fees, and
  to inform her that the requested four (4) $28 overdraft fees were waived, as a
  courtesy, but they were unable to reach her and a voice message was left.
  
  We
  strongly urge the consumer to request a manager if unhappy with a service or
  response. They stand by to attempt to resolve all matters and to service all our
  member’s financial needs.
  
  By the
  actions set forth in this letter, we consider this matter closed. 

• Initial Complaint

  Date:09/13/2024

  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 2024 I received a 2 party.Check for my customer of mine for a job that I did for him. It Was too late in the day to make it to his bank.So I regratefully decided To use the mobile app for community America, credit Union and deposit the Check-in the my account using that Platform. I've only deposited checks in that fashion.Two other times in my life so i'm not an expert at it by no means But I do know.
  That when you're taking pictures of the check that it could be a pain in the butt. Consider yourself very lucky if The images.
  Are acceptable and accepted the first Time that you take Them. So I was having problems getting it to accept the picture of the back of the check. What one point I had backed out of that page And click on deposit check for a second time In an attempt To just start all over. Somehow or another When I clicked on submit, I seen that the check was there 2 times so when I backed out and then went back in.It.Didn't delete the first attempt which I had no idea. So I called the bank immediately within 1 minute of hitting submit on the checks.I called community america Credit union and informed them that it was an accident that They needed to cancel one of the deposits.I explained how I made The mistake They said OK no big deal.I hang the phone up. After waiting some time for the funds to be available " Longer than it took The one and only other time that i've done it with this bank" I decided to call back again to find out what was taking so Long That's what I was told that the account had been put on hold due to fraudulent activity. It's been 3 days as of right now. I have not gotten the issue resolved. I haven't done anything fraudulent. I was upfront immediately that the check was deposited twice on accident.
  I keep getting. Tossed back and forth between My bank and The other parties bank. He has been nice enough to go to his bank in person and try to get them to clear and verify the check and that does no good.

  Business Response

  Date: 09/16/2024

  Thank
  you for your correspondence dated September 14, 2024, received by the credit
  union on September 16, 2024, related to issues with *** ******** accounts and a mistake with a mobile deposit.

  Upon
  reviewing *** ******** accounts, we found internal notes supporting *** ******’s
  account of contacting the credit union immediately after depositing the check
  twice, however, the date of the deposit was after normal business hours on September
  10, 2024. Our contact center is open until 7 p.m., however, so *** ****** was
  able to reach someone that evening about the mistake. The representative who
  spoke to *** ****** asked about the origin of the check, to which *** ******
  indicated it was from someone he communicated with on the ******** app for whom
  he did yard work. Our fraud team was not available to review the information
  until the following day.

  Upon
  reviewing this information, our fraud team determined that the origin of the
  check was suspicious, and an extended hold was placed until it cleared to
  prevent any loss to *** ****** and the credit union. Accepting a personal check
  from someone they met online is a risky and extended holds are standard
  practice. To be clear, the holds were not placed due to the double deposit
  mistake.

  The
  following morning, our fraud team attempted to contact the issuing financial institution
  to confirm the validity of the check, however, a response from them was not
  immediately received. *** ****** contacted the credit union on several
  occasions within the next 3 business days for an update, however, our fraud
  team had yet to receive confirmation from the issuing financial institution. After
  the weekend, on September 16, 2024, confirmation of the validity of the check was
  received from the issuing financial institution, and all holds removed. The
  investigation was handled within the 4 business days.

  We
  sympathize that *** ****** had this experience, but we have a duty to protect
  the credit union from fraud. We
  encourage *** ****** to contact the credit union directly if he has any further
  questions. We believe the actions taken by the credit union were appropriate and
  by the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:08/24/2024

  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.

  So about 15ish days ago, I got a check from someone and I decided that I wanted to see if it was a real check. I used my online banking with community America, and I agree it wasn’t the smartest thing to do. Im freshly 18, and a college student ( curiosity killed the cat) this account was about two weeks old. The following day after the check was processing, they called me saying my account was on hold. So I waited and waited, and called almost every other day or every couple of days looking for some time of update. About three weeks later they’ve decided to close my account. No reasoning or anything. Even with the detailed description I gave them, it wasn’t anything to harm my account whatsoever. And then the deposit from the check didn’t work, but they ended up charging me a $15 fee (refund fee) which doesn’t make sense to me. I wish I would’ve known this before putting in a $1000 scholarship. It has really inconvenienced me for the past couple of weeks because I can’t use the app while my account is on hold, everything is in person. These reviews are almost making glad my account was closed, but how does one even explain that to their parents. I get that I messed up but it’s almost like no one was listening every time I called, no remorse. These callers act like complete robots. Im mentally tired from dealing with this. I just got off the phone about 10 minutes ago, and they’re telling me there’s nothing they can do. I feel like my time was used and wasted. The fact that it took almost a month for them to give me some type of update, I honestly could’ve had another account by then.

  Business Response

  Date: 09/06/2024

  RE:     Complaint #-********
  
  Thank
  you for your correspondence dated August 24, 2024, forwarding a complaint from *** ***** ******* in which she describes
  account issues related to a fraudulent mobile deposit. This correspondence was
  received by the credit union on August 26, 2024.

  Upon
  reviewing *** ******** accounts, we found that she deposited a $2,000.00 check
  into her credit union checking account on 8/02/24 via Mobile Deposit using our
  online banking application. The check was almost immediately suspected to be
  fraudulent. Holds were placed on the accounts; debit card and access to online
  banking were also restricted to prevent further fraud. A credit union
  representative left a voice message and sent *** ****** an email asking for a call
  back.

  *** ****** spoke to a representative in our fraud area on 8/03/2024 and openly admitted
  that the check was given to her by a male individual whom she had just met
  online. She admitted to depositing the check “not knowing if it was good or not”.
  She was told that an investigation would take place, and her accounts would
  remain on hold until the investigation was complete. She was informed this
  could take up to 30 days.
  *** ****** contacted the credit union several times within the next week and was informed
  the investigation still was not complete and her accounts, debit card, and
  online access were still unavailable. On 8/07/2024, a $15.00 returned check fee
  was applied to *** ******** checking account in accordance with our Fee
  Schedule.  

  Subsequently,
  on 8/14/2024, *** ****** deposited a check for $1,000.00 via a credit union
  Interactive Teller Machine. Based on the previous deposit, and since *** ********
  accounts were still on hold, this deposit was held for further investigation. On
  8/19/2024, the fraud team determined that *** ******** handling of her account
  was a risk to the credit union and mailed a letter explaining that all accounts
  would be closed within 10 days.

  During
  those 10 days, the $1,000.00 check was deemed valid, and it had cleared the drawing
  institution. On 9/4/2024, the credit union mailed a check for the remaining funds
  in the account ($984.54) to *** ******. The accounts have been closed and *** ****** is prohibited from opening any new accounts with the credit union. All
  actions taken by the credit union were appropriate to avoid further loss. Unfortunately,
  the desired resolution of a refund for the $15 fee is not possible.

  It’s
  unfortunate *** ****** didn’t reach out to the credit union prior to depositing
  the suspicious check. Representatives are available 6 days a week via phone, in
  our branches, via Interactive Teller Machine representatives, and via chat on
  our mobile banking application-most days from 7a to 7p. A representative would
  have informed *** ****** of the risks of depositing a suspicious check. Thankfully
  the check was intercepted before additional fraud occurred to either *** ******
  or the credit union. By the
  actions set forth in this letter, we consider this matter closed.
  

  Customer Answer

  Date: 09/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: though I do agree it was fraudulent, but why automatically flag the second check because the first one was flagged. And to hold my other accounts. Community America didn’t even ask if I gave out any type of bank account or card info, which I did not. I honestly feel like it was a complete waste of time, and I’m currently banking with a new bank who will actually accept what I have to say. No one even tried to work with me, mind you this account was new, which I probably added to my first reply. And I am still currently waiting on my check from community America, it would’ve been better if I could’ve picked it up in person, my check was deposited for a reason, and it’s very much still needed. It’s very clear to me that community America doesn’t care for the people who banks with them, and moving forward I will tell people not to bank with them. Even people I know say they’ve had problems with community America, and I feel like once they learned that I was a black female, everything I said was irrelevant to them as well. I agree the $2,000.00 check that was deposited was on my behalf, but not even giving me a chance, after specifically asking me what/why it happened is completely absurd. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/12/2024

  Thank you for your correspondence dated September 9, 2024, responding to our initial response to your previous correspondence dated August 26,2024, related to *** ****** and a fraudulent mobile deposit. 

  When *** ****** spoke to a representative in our fraud area on 8/03/2024 she admitted to providing her phone number and her name to the individual and stated that he sent her a picture of the check to deposit. This constitutes participating in the fraudulent transaction. We reiterate that *** ****** was informed on several occasions that an investigation was underway and that her accounts would remain on hold until complete. *** ****** was informed this could take up to 30 days, however, she still chose to deposit the second check during that timeframe. Based on the suspicions with the first check, and the investigation still ongoing, it’s reasonable to have been suspicious of any subsequent check deposit. 
  

  The account closure check was mailed to *** ****** on September 4, 2024, and it cleared September 9, 2024. The investigation was handled within the 30 days initially communicated to *** ******. 

  We sympathize that *** ****** had this experience, but we have a duty to protect the credit union from fraud. We stand by our initial response that actions taken by the credit union were appropriate to avoid further loss. The same actions would be taken for any member engaging in such fraudulent activities.

• Initial Complaint

  Date:07/15/2024

  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.

  3/11/24 I called an Account Resolution Specialist & advised I can no longer meet my obligation for my auto loan. She emailed me a form to VOLUNTARILY SURRENDER the vehicle. Paragraph C stated; C. That the undersigned is aware that the collateral described above will be sold in a commercially reasonable manner. In the event that disposition of the collateral brings less money than the payoff balance plus repossession costs, I/We will be responsible for any deficiency. If the collateral sells for more than the payoff balance plus repossession costs, I/We are entitled to the overage.
  
  
  4/03/ 24 I received a letter by mail stating the intent to sell the vehicle.
  The disclosure at the bottom stated: The money that we get from the sale (after paying our costs) will reduce the amount you owe. If we get less money than you owe, you will still owe us the difference. If we get more money that you owe, you will get the extra money, unless we must pay it to someone else.
  
  The vehicle sold, there was a deficiency. I paid no mind considering the document I had to print & sign in ink & email back on 3/11/24 per paragraph C.
  
  My children have accounts under me as they are minors. They received $3350 6/1/24 each.
  Today I noticed one account was empty and the other had $400+ withdrawn.
  I spoke with a gentleman at CACU who stated unless I file bankruptcy I won’t get that deviancy money back.
  However, it technically was NOT my money. This has caused an EXTREME hardship & worsened my 77y/o mothers heath due to the stress. He said the account is current for now so no worries. I had my son transfer what little was left in his account out. It shows the request as pending.
  The legal process to levy my bank accounts was not followed. I wasn’t sued. They just took the money. It goes against what I signed & they agreed to on 3/11/24
  I would like the funds transferred back into the accounts immediately.

  Business Response

  Date: 08/06/2024

  The credit union’s investigation confirmed that
  Ms. ***** did voluntarily surrender the collateral in April 2024. The signed
  voluntary surrender form indicated, it was communicated several times, and Ms.
  ***** acknowledged her responsibility to pay any remaining balance (deficiency)
  after the sale of the collateral.
  
  The collateral was sold at auction on
  5/30/2024. Ms. ***** was sent a deficiency letter on 6/5/2024, which
  detailed the costs and expenses associated with the repossession, along with
  the sale price, establishing how the deficiency was calculated. There was no
  communication from Ms. ***** to discuss this balance, nor did she attempt to
  make any payments.  
  
  On 07/15/2024, when the loan was 202 days past
  due, the credit union identified funds in multiple deposit accounts in Ms.
  ******s ownership and we exercised our statutory and contractual right to
  offset. To be clear, this is not a garnishment or levy. Funds in any personal or
  joint account are subject to this right of offset as outlined in the Membership
  & Account Agreement, and the loan documents associated with this collateral.
  A total of $ $3,892.33 was transferred to the deficient balance from all
  accounts. Following these transfers, the remaining balance is $11,956.77. The
  credit union correctly handled the offset has no plans to reverse it.
  
  A member of management attempted to contact Ms.
  ***** on two occasions, leaving voice messages both times. Ms. ***** called
  back once but they were unable to connect. We strongly urge the consumer to
  contact the credit union directly to further discuss this matter, and to make
  payment arrangements for the remaining balance. 

• Initial Complaint

  Date:03/10/2024

  Type:Billing 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.

  My debit card from Community America Credit Union was lost/stolen. It’s been two weeks since the initial complaint and they still have not refunded my money. The unauthorized charges are 1******** ********* ************** ******** **************** ************** *************** ************** ************** **************** I’ve been kind and polite up to today allowing Community America to do their job but clearly no one is doing it. So far they have denied my claim twice and it’s not a claim it’s a fact that my card was lost/stolen, and I would like to have my money back immediately bc this 2-weeks is ridiculous. To continue denying giving me my money back is ridiculous. Community America is doing everything they can to keep from replacing my money. Like they pull new stuff out their ass every time I call in. I’ve been respectful & patient the last two weeks now I’m angry and refuse to continue being kind and patient when Cacu is playing in my face. Please replace my money asap. No one should experience what I have gone through with Community America the last two weeks. I opened this account August, 2015 almost 9-years ago and this is how they treat people. The first account I opened with them was at the North Kansas City Hospital branch prior to this account so it probably has been 10-years and this is the thanks I get. Community America is the worst and they need to credit my money back to my account. My next complaint will be to the CFPB. No one and I mean no one should have to go through this they treating me like a criminal when my stuff was lost/stolen.

  Customer Answer

  Date: 03/25/2024

  I heard from them and they refunded my money. I’m sure they haven’t responded to BBB yet, because they know they were wrong in the first place and now they have to try to get their lie together. This dispute can be closed because my money was refunded and I am in the process of closing out all my accounts with Community America and doing business elsewhere. Thank you for your help.