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:08/16/2023

  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 hadn’t been able to deposit my work check until the next day, I had two subscriptions come out the same day drawing my account negative. They charged me 50$ in OD fees for this and refused to refund me when I explained my situation. I was only negative 7$

  Business Response

  Date: 08/30/2023

  The
  credit union’s investigation found that the claims made differ from the facts. We
  did find that the member did not have sufficient funds in her account on August
  15, 2023, to cover the two subscription charges, thus causing two $28.00 fees. The
  consumer contacted the credit union about the fees on August 16, 2023, and the
  fees were refunded for a total of $56.00.
  
  Subsequently,
  the consumer received more fees as a result of more charges and insufficient
  funds. A deposit was not made until August 18, 2023. A member of management attempted
  to contact the consumer to discuss our findings but was unsuccessful in
  reaching her. We further found that the consumer closed the account after
  filing this complaint and opened a new account. It is the credit union’s belief
  that no further action is required but we encourage the consumer to contact us directly
  if she has any additional questions.
  
  
  By
  the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:06/10/2023

  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 tried to deposit 4 checks in their automated teller machine. The system shut down after accepting my checks. It took 30 minutes just to get my debit card back that was stuck in the machine but they refused to honor the checks that I placed in the machine. I deposited the checks on Thursday as I needed the money by Friday. But according to them since they have no access to the machine that I would have to wait until Monday to receive the funds. They refused to give me an interest free loan to cover the checks that their machine malfunctioned.

  Business Response

  Date: 06/23/2023

  As
  background, the credit union utilizes ****** to service all our ATMs. Each ATM
  is scheduled to be serviced twice per week, with the days varying based on
  ******** schedule.
  
  Upon
  completion of our internal investigation, we found that the facts differ from
  the claims being made. The credit union reviewed footage and found that the complainant’s debit card was returned to him within
  10 minutes and not the 30 minutes stated in the claim. 3 employees were working
  with the member to get the ATM running again and to retrieve the debit card.
  
  The checks could not be retrieved
  until Monday due to the schedule in place with ******, this was communicated to
  the complainant, and he indicated it was not an issue because he did not need
  the funds immediately. The complainant left with no signs of frustration or
  concerns. We do have an exception plan to offer a provisional credit when funds
  are needed immediately, but that was not offered, because the complainant stated
  he did not need the funds immediately.
  
  We
  understand the frustration due to the ATM shutting down during the deposit, however, staff notified the complainant of the procedure we
  follow when this occurs, as soon as the member left the branch, we notified ****** of
  the situation.
  
  A representative from the credit union unsuccessfully
  attempted to contact the complainant 3 times to discuss our findings.  A message was left with the complainant’s wife asking him to call the manager.  By the actions set forth in this letter, we
  consider this matter closed.

  Customer Answer

  Date: 06/23/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because too many false statements within the response.  My wife told the individual to email me.  The only record of phone call was the one that my wife answered the phone.  One call not 3 nor was there an email.
  
  
  
  ********
  
  ***** ****

• Initial Complaint

  Date:05/26/2023

  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.

  There's really not anything BBB can do, but I'm going to make it known with the BBB about their customer service, more specifically their call center. Currently I'm on phone call number 6 (just today...) to get transferred to a department who can file a dispute for me. Now, the bank differentiates between what vehicle you utilized to make the payment... which is already a problem... So, there's a specific department that specializes in filing disputes on debit card transactions. I currently have 11 disputes over $500 I need to file, and... wait for it... call number 7 now! This isn't the first time I've disputed a charge, and then never heard anything about it. Couple of other times i've called in, I had to go through the EXACT SAME THING. It's like clockwork - don't want to do your job in the call center? Just transfer it anywhere! Instead the initial phone tree routes you to these individuals who CANNOT help me, then they can't transfer me to the right spot. One person had their headset down on the desk for over 2, 3 minutes while I'm just pushing buttons on the phone, hoping someone hears. Then, they asked if I was there, I said yes, then they hung up.
  
  The point is, this bank is absolutely abhorrent. They do not care about your money, who you are, or anything of the kind. I just want to get my money back for products I cannot use. I'm still on the phone too. I know I'll tire out here shortly b/c it's been over an hour trying to get someone on the phone to file this dispute. I'll just go through the courts instead to get my money back.

  Business Response

  Date: 06/09/2023

  As
  background, the credit union utilizes ****** to investigate and resolve all
  debit and credit card disputes. They do not have access to other account
  information, and would need to transfer members back to our internal contact
  center if they have account questions not directly related to the dispute.
  
  Upon
  completion of our internal investigation regarding the disputes filed, we found
  that the facts of the situation differ from the claims being made. Our records show
  that the complainant disputed 9 transactions in May 2023:  totaling $261.75. These were found to be non-fraud,
  which means they were authorized but the product or service was not as expected,
  and the complainant is required to dispute those directly with the merchant and
  follow their cancellation policy. This was explained to the complainant in
  April 2023, when he filed a similar complaint with the NCUA for other
  transactions
  
  To
  address the concerns about wait times, our records indicate that on 05/26 the
  member called our contact center three times and was successfully transferred
  to ******, but also found notes indicating the member is prematurely
  disconnecting calls. It’s unclear if this is by accident or frustration, but in
  doing so, he will be again routed to ******.. The complainant spoke to a member
  of management that day and a warm transfer to ****** was completed to ensure he
  was not disconnected while being transferred. We are actively working on ways
  to shorten wait times for our internal contact center, but have little control
  over the wait times at ******. The complainant’s concerns about their staff and
  wait times will, however, be communicated to ******. We apologize for the
  frustration the complainant is experiencing with this.
  A member
  of management attempted to contact the complainant to discuss these findings,
  but the complainant indicated he didn’t have time to talk, when asked when a
  better time would be, he disconnected the call.
  
  We
  strongly urge the consumer to contact the merchant and review the merchant’s
  refund/cancellation policy, and work directly with them to recover funds. By
  the actions set forth in this letter, we consider this matter closed.

• Initial Complaint

  Date:03/27/2023

  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.

  They will not give my fathers trust his I.R.A.s . I have been told weekly since January 28th that they will call. Went to branch March 17th , said I was not leaving till I received the money. They called the department that handles I.R.A s . Got on the phone with **** said she was putting forms in the mail today. After 1 week no forms in the mail. On March 24th received phone call from **** was not home , she left message that i can call her left her number. After trying for a day and a half no answer and no voice mail . After trying weekly in February to have people from the branch try to call her believe she only uses phone to call out. I've never had a credit union lie to me like they have.

  Business Response

  Date: 04/11/2023

  Upon
  completion of our internal investigation, we found that the initial
  documentation needed was sent out by our IRA Department, but additional
  documents were required and subsequently mailed to the complainant. Once all
  documentation was returned to the credit union, on or around 4/5/2023, the IRAs
  were closed, and a check issued to the beneficiary listed.
  
  The
  credit union would like to express their condolences and apologize for any
  additional stress caused by this process. By the actions set forth in this
  letter, we consider this matter closed. 

• Initial Complaint

  Date:03/13/2023

  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 notified on February 11th 2023 by text then by email. Within minutes I saw both. Called the fraud department regarding charges on my account. They said they put in a dispute of all charges. All within minutes apart. All to the same person. I had to wait 10 business. I call back get a different story. All while I am out money. I then wait another week. Call back. Different story. They then credit my account. I think it’s resolved. A week later the charges get taken back and put me negative. I not only spend hours on the phone with different departments but then tell me to go to a branch so I do. NOT one person can help me. They tell me over the phone I’m just out my money. I’m screwed.

  Business Response

  Date: 03/16/2023

  The
  credit union’s records indicate staff correctly accepted the dispute, processed
  a provisional credit, and further investigated the claim. Upon further investigation
  we found that the transaction was initiated by the member, or by someone having
  access to the member’s **** ***. The claim was denied as a merchant dispute
  with **** *** and referred the member to the merchant. The provisional credit
  was subsequently reversed. We apologize for any confusion or frustration with the
  dispute process. As a courtesy, the credit union refunded fees associated with
  this dispute, the member was informed and chose to close her accounts.  
  We strongly urge the consumer to contact **** *** directly to attempt to resolve this matter. By the actions set forth in
  this letter, we consider this matter closed.

• Initial Complaint

  Date:03/02/2023

  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.

  Please mail my credit $175.95 for my refund of $175.95 into my account #**** at CACU to my address: ***** ****** ***** ********* **** ** **** ******** ** *****. Message from ***************** #************* ************** *** ****** **** ************ ********* *** **** ****** **** ********************* **** *********************** *********************** *********************** *********************** I had a problem with a charge of 175.29 from last summer and have made several phone calls where your CACU employee tells me to call the company and the company to CACU and I was helped to resolve this issue. I also put a block on a monthly payment to ****** and it continued coming through and your company did not stop the payment or reimburse me 9.99 from last June 2021 Until this month. Please fix this problem as soon as possible.
  The checking account was ************
  Routing #*********
  Please take care of these reimbursements as soon as possible. Your customer service team has been unable to help me.
  
  Thank you for your time and help resolving this matter.
  
  
  -- ***** ********/ *** ***** ****** *** ******** *** ***** ***** **** *** *** ** ***** 
  New address:
  1**** ********* ****** ***** **** ******** ** *****

  Business Response

  Date: 03/17/2023

  After
  the credit union’s investigation found the refund from *** for $175.95 was not
  received by the member due to the merchant trying refund the members
  debit card, but the debit card had since been closed, causing the refund to not be completed. We apologize
  for the inconvenience and have manually posted the credit to the member’s
  account. The refund for the purchase of $9.99 from ****** has also been posted
  back in the member’s account.  A
  representative from the credit union contacted the consumer directly to discuss
  our findings.
  
  By the
  actions set forth in this letter, we consider this matter resolved to the
  satisfaction of all parties involved.

• Initial Complaint

  Date:02/01/2023

  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.

  We reported fraud on our account and they are taking a ridiculous amount of time to refund us and it is causing us to not be able to pay our rent due to all the fees they are charging in addition to the fraud

  Business Response

  Date: 02/08/2023

  After
  the credit union’s investigation, we found the transaction disputed for $35.02
  SAMS CLUB ****** was a chip-on-chip transaction. This means the card was
  physically present for the transaction, thus causing the dispute to be declined.
  This transaction did not produce any fees, however, we did refund three fees
  that were caused by other transactions as a courtesy. The preauthorization on
  the card was for $100.00, which would indicate this was a gas purchase. 
  
  By
  the actions set forth in this letter, we consider this matter.

• Initial Complaint

  Date:01/10/2023

  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 had two fraudulent checks written out of my business checking account for $9,000 each obviously by the same person based on the handwriting, both on the same date 11/29/2022. One didn't even have my name on the check, just my account number, someone else's name was on the check header. The checks had a message at the top that none of my checks have on them, so they were clearly fake checks. CACU let these checks come out of my account, I noticed it while looking through my online banking when I noticed $18,000 missing from my account. I filed a claim with the bank, filled out affidavits with the bank, filed a police report and they told me I should have a provisional credit in my account within 2-5 business days. I called back after the 2-5 days since I didn't get credit and they told me since it was a business account it would have to wait until after the 90 day investigation period before I would get my money back. This is ridiculous and unacceptable. I tried to email three different times on 12/14/22, 12/27/22, and 1/3/23 with no response from **** ******* who told me he would be my liaison during this matter. With no response, I called the customer service number and was given the run around and told that there was no one who I could talk to besides her, there were no updates, and I would just have to wait the 90 days to get my money back. I don't have an extra $18,000 to let this institution hold onto for 90 days, not sure many people do. The lack of customer service or help on this is frustrating. No updates, no information, no reasoning. This multi-million $ institution can hold onto my money because of their negligence in letting these checks get cashed, then expecting me to wait for my money to be reimbursed. There is no follow up from the fraud department and no one else I can speak to regarding this matter. I was told there is nothing else that can be done and I will just have to wait the 90 days. Gross negligence = me waiting for my money

  Business Response

  Date: 01/24/2023

  To Whom
  It May Concern:
  
  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.
  Our
  Business Membership Agreement clearly indicates that provisional credit is not
  provided on business accounts. Instead, the consumer files a fraud affidavit,
  and our Fraud Dept files the proper claims against the depositing financial
  institution. That institution has 90 days to dispute the claim or return the
  funds to the credit union. If they do not dispute the claim, funds are returned
  to the consumer permanently.
  Upon
  completion of our internal investigation, we found that this information has
  been communicated to the consumer- we must wait the full 90 days. The 90-day
  dispute window closes on March 13, 2023. We understand the frustration and we
  are doing what we can to recover funds.
  Regarding the check issue, standard practice for
  all financial institutions is to run checks through a check processing machine
  that reads the routing and transit information on the check.  Because of this, the visual differences in
  the checks were not detected. By the actions set forth in this letter, we
  consider this matter closed.

  Customer Answer

  Date: 01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********  I am rejecting this response because: I searched the membership agreement on your website and none of them say anything about holding my funds for 90 days while you do an investigation.  Please provide a link or documentation that I signed stating it is ok to hold my money until you determine the resolution on the fraudulent checks or the 90 days has expired.  This also doesn't answer why I have been ignored three times via email by one of your employees who said they would be the one helping me on this matter.  I haven't been called or told anything in regards to this unless I call and even then I am just told I have to wait my 90 days while your institution uses my $18,000 and I can't use it to accrue interest or to help support my small business.  Not too many people have $18,000 in extra money just laying around so a financial institution can complete a fraud "investigation" where one of the checks doesn't even have my information on the check!  Not sure what kind of investigator it takes to determine I didn't write these checks and they are clearly fraudulent.  Again, I didn't see anything in your membership agreements online, I would like to see where I signed saying this is ok and your policy.  It would help tremendously in keeping your "members" happy or at least content during a situation like this if the "member" received a quick phone call or email every couple of weeks during the investigation.  At this point I just feel like nothing is being done and you're waiting your arbitrary 90 day waiting time.  
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/19/2022

  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 issue im having is with there online website and app . It more of technical problem that they have no resolved that has caused a lot complications. For while my account keep getting blocked or i cant have access to my account because of the verification system not sending me there code and there authencation method stating incorrect error when i plug in the numbers correctly . After some attempt you will get blocked and can't recover your account by number either. This issue didn't exist when we first made account with CACU . I called and complained but they act like its not a issue they can fix and told to call ******* which i did and they told me that everything is fine its there issue . Every time im gona connect my account to another service i get locked on the verification do it not working. They should fix this because after working hour there customer service people don't have access to help meaning that if can't contact them early in the day your have no access to your account at night .

  Business Response

  Date: 01/04/2023

  To Whom
  It May Concern:
  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 have found that there is no error
  in members having access to their online banking. We have been able to pull
  reports showing that the member has only has two unsuccessful login attempts,
  but after that the member has been able to login successfully even after the
  date of the complaint submitted. We have security features in our online
  banking system to prevent fraud, therefore making sure the member is protected.
  If at any moment the member is having difficulty accessing the online banking
  and getting though the security features, we are always able to assist through
  phone or in branch.
  A
  representative of the credit union attempted to contact the consumer directly to
  discuss this further but was unsuccessful in reaching him.
  We
  strongly urge the consumer to contact the credit union directly to further
  discuss. By the actions set forth in this letter, we consider this matter
  closed.

• Initial Complaint

  Date:11/17/2022

  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.

  They changed there system and hold money longer and do some schetchy practices, the company has gotten over 280$ in overdraft fees from me in less than a month, I rarely have a overdraft maybe 1 or 2 times a year but ever since this new system update they have been manipulating the system so I overdraft and then they hit me with tons of fees

  Business Response

  Date: 11/28/2022

  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 receipt of this complaint, a member of our management team contacted *** ******* to inform him that his account was being reviewed and he would be contacted again with the outcome. Subsequently, our representative has been unable to reach him by phone to further discuss his concerns. Our records indicate *** ******* closed the account after filing this complaint. To be clear, the credit union posts transactions in real time and in the order presented. It is the credit union’s belief that no further action is required but we encourage *** ******* to contact us should she have any additional questions. 
  By the actions set forth in this letter, we consider this matter resolved to the satisfaction of all parties involved.