Complaints

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

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Commonwealth Credit Union, Inc. has 18 locations, listed below.

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  Commonwealth Credit Union, Inc.

  417 High St Frankfort, KY 40601-2112

  
• 

  Commonwealth Credit Union, Inc.

  PO Box 978 Frankfort, KY 40602-0978

  
• 

  Commonwealth Credit Union, Inc.

  105 Market Place Cir Georgetown, KY 40324-7400

  
• 

  Commonwealth Credit Union, Inc.

  1290 Crossfield Dr Versailles, KY 40383-1994

  
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  Commonwealth Credit Union, Inc.

  970 Highway 127 N Owenton, KY 40359-9302

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  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 have four loans and a credit card with Commonwealth. In November of 2021, my Wife and I both got *****. I was fine in a few days. She ended up in the hospital and off work for at least 7 weeks. We first got behind on one loan in Feb of 2022. Then caught up and slightly behind again. Had a gentleman from the member solutions dept call me and work with me on getting caught up. Kept telling me about a "TDR" or workout program on the loans, as long as I worked with him on the payments. So, we did everything he asked. Then, out of nowhere, another guy calls me and has taken over the accounts. So again, we were told about the TDR program and workout. So we made the payments like he wanted. At the end of October 2022, he calls me and tells me to make a large payment to qualify us for this program we keep getting told about. So, I went into the branch and made the payment. Even sent him our Drivers License and pay stub pictures. Then, all of a sudden, ANOTHER person takes over our account. And then we are told we dont qualify for this program (even though we were never put into the running for it) and that all past due amounts had to be paid by end of November. I have repeatedly asked about this phone call with that guy. Have yet to get an answer about it. They just blow it off. I know the calls are recorded. Also, the amount they are telling me that we are behind is WAY off. Just today I sent an email with the exact amounts. No response. They are saying its 13,000 plus. Im only coming up with around 5000. They have tanked my credit, reporting all loans as 120 days past due. Which is impossible. Because when I was making the payments with the member solutions dept, I was paying whichever needed to be paid first. So theres no way they are all the same past due. I have asked repeatedly about a loan modification. And Im told I cannot do that unless all loans are current. Well, if they are current, whats the point of helping someone out?

  

  Business Response

  Date: 03/16/2023

  See attachment for original response.

  Due to the level of personal details needed to discuss *** ******* complaint, we spoke to him directly and continue to keep in contact with *** ***** via email to address his concerns. 

  Should you have additional questions, please let me know.

  Thank you, 

  Customer Answer

  Date: 03/16/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because:
  
  I have no access to my accounts. They closed three of the accounts. We traded both vehicles in to keep them from being repossessed yet they kept one loan open after receiving notification of trading it in and added more money onto it. After the dealer called to get the trade in payoff. They also marked all of the loans the same past due on my credit. But didn’t close them all at the same time. Sketchy to say the least. I have no clue where my money went to pay these bills. I was under the impression when I called to pay on my auto loans that they would pay them. Not some credit card that I did not authorize charges on. 
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/31/2023

  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.

  On Dec 22 2022 I went to the Shelbyville branch and paid my credit card bill from November. The due date was 12 25 2022
  When I got my statement for Dec. I realized that my payment had been posted to someone else's account
  I called the main office and told them what happened and after what seemed a rather long time was told they would have to call me back
  I called them again the next day and was told that they still didn't know what to do
  About a week later I went to the Shelbyville branch and told them the situation and then after another long wait was again told that they would have to call me back. A few days before the due date they did call saying that it was all straightened out.
  On the due date (1 25 3023) I went to the Shelbyville branch and asked for the balance on the account. It was the same as was on the original statement. I asked how that could be. Again they couldn't answer me.
  I closed the account paying the amount I was told.
  This did not involve a lot of money but I do not believe that a financial institution should be allowed to operate in this manner.

  

  Business Response

  Date: 03/15/2023

  Please see the attached response to ******* **** from ***** ****** **** ********* ** ********

• Initial Complaint

  Date:12/27/2022

  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.

  Had an open credit card line of 12,000 that was cancelled without my knowledge or consent on December 1st, 2022. Called to inquire why the credit line was cancelled on December 4th, 2022, and the representative said it was due to non-use on the credit card for over 12 months. The last payment made on the credit card was in June of 2022, when I paid the credit card off. The representative at Commonwealth said that “management” and “underwriting” refused to open the line back up without a new credit report and new application, after it was THEIR ERROR in the first place. The cancellation of this account dropped my credit score 48 points. This is unacceptable business behavior, especially since I wasn’t notified of the cancellation, nor did I fit into the category of not using the credit card, because I had been using it up until June of 2022. I want this corrected, without further impact on my credit report, or else I will take my complaints to the NCUA and CFPB. I have been a Commonwealth Credit Union Client since 2005, financed 2 homes with them, 3 vehicles, and have used my unsecured line of credit countless times as a means of short-term financing equipment or machines. I shouldn’t have to be filing a complaint to the BBB to correct an issue with this kind of tenure. I literally ask nothing of this Credit Union, and have actively sent this Credit Union referrals. If this is how they choose to conduct themselves, I can’t see how they will be able to service me, my clients, or anyone else in my sphere of influence from this point forward.

  

  Business Response

  Date: 12/27/2022

  The complaint has been resolved with the complainant, as stated in the response attached.

  Customer Answer

  Date: 12/29/2022

  
  
  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:09/20/2022

  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.

  On September 16th I received an email stating that our insurance requirement for an auto loan through CCU had not been satisfied and our monthly loan was increasing by nearly 5,000 a month. Our insurance agent messaged the number given stating that we do in fact have the required coverage. The first thing I did was call our insurance agent at the time of purchase. The email from CCU stated this amount would be added to our monthly loan. I received a text message from the automated messaging system telling me I owe a monthly payment of 785.29. My total monthly payment is normally 401 dollars. No response was provided to myself, the borrower or my insurance agent. We do too have insurance, why is my bill now 384 dollars HIGHER? I am at a loss for how one business can make so many critical errors with my hard earned money.

  

  Business Response

  Date: 11/25/2022

  To Whom it May Concern,

  Attached is a response to a complaint filed by ****** ******. 

  Due to the level of personal details needed to discuss Ms. ******'s complaint, we are contacting her directly. 

  Thank you,

  ***** *****

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a $3000 loan from the company to help build my credit. They told me that they would report my good payment history to the credit bureaus. They have not done it yet. I was never late and I trusted them to report it. ******* **** 6/13/1978

  

  Business Response

  Date: 08/19/2022

  Response attached.

   

   

  Customer Answer

  Date: 08/19/2022

  
  
  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,
  
  
  
  ******* ****