Complaints
This profile includes complaints for Abound Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 20 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dealership scammed me,bank let them and they joined them. Saturday night march 8, 2025 I bought Volkswagen atlas $ 32488. It had taxes of a less than 2000 and title taxes $127.50. I paid $499.50 processing fee for him to check my credit 7-8 times and finance me with the same approval that I had from my very own credit union. Charge me more for gap insurance . Didn’t tell me he was using my lender. Said he was getting me a better deal and I have these warranties for $24 a month. Give me4 payment options two on six year into a 83 months term with about $24 extra a month however, I realize he never gave me what my payment was without all hidden fees and a bigger car payment then necessary. paperwork signed on computer and this information wasn’t displayed.. printed it all out afterward. Hit me a whole stack of papers to confuse me. Notice in the car with my dad that it said 40,065. we went and asked him if that was the amount including interest over the life of the loan. He said yes. I would have stopped it right then and there if he was honest. March 10 I figure it out that 40,065 was my principle. $3000 was put down. called and canceled those warranties immediately in the ceramic coating and take off excess charges and new needed. didn’t get it. Texted forms canceling those warranties and ceramic coating so I’d have a paper trail cause I knew I couldn’t trus. I had already been in contact with the bank and told them what happened.they knew I wasn’t aware of the cost & didn’t want and canceling and need paperwork corrected. funds were released and the loan showed up as a new loan in my account on March 25, 2025 and paid $40,250 out andI told them I didn’t didn’t have knowledge of cost 1st refund hit pretty quick 5 days but they took $165 out in interest. payment was on April 22 . they change it to May 22. I scheduled my payments for the 30th every month. posted posted payment on May 1 217 went to interest. They reversed my credits & payment and put May 16. Trm
Business Response
Date: 06/12/2025
Thank you for reaching out and sharing your concerns. The Credit Union is actively investigating this for you and will be following up with an additional communication once our investigation is complete.Customer Answer
Date: 06/14/2025
Complaint: ********
I am rejecting this response because: I want a Better Business Bureau to stay involved to secret investigation process, and that form of a reasonable resolution results out of it didn’t manage to attain evidence four square scam I talked about in which they also did not have all costs available to me when signing the documents on the computer and did not receive a printed copy that had the cost listed until after the fact. You will find these payment options were never calculated without additional warranties
Sincerely,
***** ******Business Response
Date: 06/18/2025
Thank you for following up. We have just received your NCUA complaint as well and our formal response will be in regards to that complaint. We will reach out as soon as we have a completed response to that complaint.Customer Answer
Date: 06/26/2025
Complaint: ********
I am rejecting this response because: I would like the Better Business Bureau to be the intermediate until they conduct their investigation and come up with a plan of action that’s reasonable
Sincerely,
***** ******Initial Complaint
Date:03/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Abound was supposed to refinance my construction loan. They had 41 days to complete this process. I completed everything on my end without delay. They were notified weeks ahead of time of the date of expiration on the construction loan. I was notified today, the day of closing that they were not prepared and that the closing would not happen. This is the same day that the construction loan expires. They said they did not have the title ready. I am going to go into default because of this. This will be the first time i have ever missed a payment on anything.Business Response
Date: 03/19/2025
Greetings,
Thank you for reaching out to the Credit Union with your concerns. It is my understanding that on March 11th our Mortgage Director reached back out to you to resolve this complaint. If that is not the case, please let us know so that we can further assist you.
Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am physically disabled. On the day with snow the ramp was not accessible. The entrance and exit doors are not handicapped accessible as well. I have mentioned several times .Business Response
Date: 02/24/2025
Thank you for speaking to me today and making us aware of your concerns. If you have any additional comments or concerns, please let us know at the number you called today or the email we sent last week.Initial Complaint
Date:11/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with **** **** ******* ****** *****, I do not have a contract with Abound Credit Union. They did not provide me with the original contract as I requested.Customer Answer
Date: 11/12/2024
Enclosed is a copy of two letters sent to ABOUND CREDIT UNION. Reason being that there was two letters sent is because there is two different addresses inside of my Credit Reports. I am not liable for this debt with ABOUND CREDIT UNION and ask that this account be removed from my Credit Reports.Business Response
Date: 11/25/2024
Abound Federal Credit
Union has no record of receiving the referenced letters requesting a copy of
the member’s loan agreement. For security reasons please contact the Credit Union at ************, mail us at PO 900, Radcliff, KY 40159, or visit any of our branch locations and we will be happy to assist you with your request.Customer Answer
Date: 11/26/2024
Complaint: ********
I am rejecting this response because: Abound Credit Union has not in its response provided the information that was asked of them to provide (Original Contract) with my wet ink signature not a copy. I asked that this account be removed from my credit reports in all 3 major credit reporting agencies immediately.
Sincerely,
****** *******Business Response
Date: 12/02/2024
The requested documents have been mailed today, 12/2/2024, to the address on file with the Credit Union.Initial Complaint
Date:09/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not liable for this debt with Abound Credit Union. I do not have a contract with **** **** ****** *****. They did not provide me with the original contract as requested.Business Response
Date: 09/09/2024
Thank you for submitting. We are reviewing your concerns and will respond again as soon as we have an update.Initial Complaint
Date:12/19/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
While at a seasonal job, someone hit my parked car while I was working and it was enough damage to allegedly total it. After it was all said and done, now they're telling me that GAP will only cover $600 and some change so I still will owe $2000 something on the car because "the warranty was cancelled" due to the car being totalled. I may not be understanding what they're saying, but the warranty will obviously no longer exist on a totaled car. Now I will have to make a second full car payment every month that will now make it very difficult to pay. The GAP insurance is apparently not going to cover the remaining balance like I was led to believe that it would. Why would a warranty still exist on a car that was totaled, and why would GAP not cover it due to the warranty not existing? None of it makes any sense because it's obvious that the totaled vehicle will not be covered anymore. I was under the impression that the GAP insurance would cover the difference in cost of the car for what it's worth vs. what I still owe on it which is why I paid for it in the first place.Business Response
Date: 12/27/2023
*** ******,
We are continuing to investigate your concerns and will be in contact with you at the phone number on file as soon as we have additional information for you. Thank you for contacting us.
Initial Complaint
Date:11/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I first called the CU in early July to report the following fraudulent charges:
JUL 4 2023
******** ** **************** **** ** ******* ******* *** * **** ******** ** **************** **** ** ******* ******* *** * **** ****** ****** ************ ** ******* ******* *** * **** ****** ****** ************ ** ******* ******* They acknowledged the reporting and told me that they would investigate. I called a SECOND time to check the status of the investigation in August. They told me they weren’t aware of these fraudulent charges and that they would start the investigation at that point. I called back a THIRD time to check on the status in October, and again I was told that they weren’t aware of these fraudulent charges and that they would start the investigation. A manager called and left a voicemail apologizing on Oct 6th acknowledging their fault in not properly managing the investigation. They dinged my credit report around Oct 17th. I called back Nov. 22nd to request removal of the negative reporting. They told me they could not do anything until the investigation is complete. Additionally, I found out that they haven’t included the following charge in the investigation:
JUL 2 2023 ****** ****** ************ ** Amount: $341.23
I requested that they include this charge in their investigation.
So far, they have reversed the following 3 charges:
JUL 4 2023
******** ** **************** **** ** ******* ******* *** * **** ******** ** **************** **** ** ******* ******* *** * **** ****** ****** ************ ** Amount: $513.71
But the one remaining charge is still not reversed, and all the fees and finance charges have not been reversed either, and the bad reporting to the credit bureaus remain. In the meantime I have made the minimum payments of $150 on my account to not receive any further negative reporting to the credit bureaus. It’s been now almost 5 months since the initial reporting of the fraudulent charges.Business Response
Date: 12/08/2023
*** **,
Thank you for speaking with the Credit Union concerning your complaint. As discussed we are actively reviewing your concerns and will be in contact with you about them again soon.
Customer Answer
Date: 12/11/2023
Complaint: ********
I am rejecting this response because: They still have not provided a satisfactory resolution to my complaint.
Sincerely,
******* **Business Response
Date: 12/13/2023
Thank you for responding. The Credit Union will be calling you with the resolution before the end of business Friday 12/15/2023.Customer Answer
Date: 12/18/2023
Complaint: ********
I am rejecting this response because: I was charged on DEC 17 2023 an additional LATE FEE in the amount of $35.00. Additionally, I still have the late payment negative reporting to the credit bureaus which is significantly affecting my credit score. This negative reporting still must be corrected.
Sincerely,
******* **Customer Answer
Date: 12/20/2023
Complaint: ********
I am rejecting this response because: I was charged on DEC 17 2023 an additional LATE FEE in the amount of $35.00. Additionally, I still have the late payment negative reporting to the credit bureaus which is significantly affecting my credit score. This negative reporting still must be corrected.
Sincerely,
******* **Business Response
Date: 12/20/2023
Thank you for responding *** *i. The Credit Union has refunded the $35 late fee and should show up for you 12/21/2023. The Credit Union has submitted the updates to the Credit Bureaus and continues to monitor for the update to be completed by them.Customer Answer
Date: 12/26/2023
Complaint: ********
I am rejecting this response because: I cannot utilize the corrected credit in my credit card account. I'm waiting for the credit from the credit card account to be credited to my savings account so I can access it.
Sincerely,
******* **Initial Complaint
Date:11/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Credit union was approving charges and charging overdrafts on those charges on charges that money was not in the account for. When I approached them about this not paying these they said I had authorized transactions of this type when it was ACH transactions that were approved not debit or credit card transactions. I tried to work with them and finally stopped deposits to accountBusiness Response
Date: 12/06/2023
Abound attempted to reach the member on 12.4.23 by phone and was unable to get in contact with them. Please reach out to us at ************ **** **** so that we can understand the full scope of the charges and fees under contention. Thank you.Customer Answer
Date: 12/06/2023
Complaint: ********
I am rejecting this response because:I was never contacted. They should have my number and email and I never received any such call.
Sincerely,
**** ******Initial Complaint
Date:11/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB, I had a prior auto loan with Abound Credit Union beginning in 2021 and was fully paid off 2022. During this time at my old address where some statements were evidently sent, they were returned without Abound taking the time to resend to new addresses.
Secondly, because of this I do now need these documents showing all fees and interest paid non-tax related. I was just told over the phone of $3.00 per fee plus $10 per man hour to send this? Unheard of!
I’m asking to re-establish my account so I can pull them up myself. They still wouldn’t even do this. Very BAD AND GREEDY company. Stay away from here!Business Response
Date: 11/15/2023
Thank you for speaking to us. We called to discuss your complaint. During the call it was noted that the issue in the complaint had been resolved.Initial Complaint
Date:10/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Friday, October 13, 2023 Abound Credit Union charged me a predatory amount of overdraft fees totaling $527. On October 13th I received a deposit that was posted after all of the withdrawals came out within seconds. Abound refused to refund me any overdraft fees. I also requested documentation surrounding their post order of deposits and was never provided this documentation. In the past, all ACH deposits have posted to my account before ACH withdrawals and it was opposite on the morning of October 13th. It is a predatory practice to charge someone $527 in overdraft fees when they had a deposit that occurred the same morning that covered the amounts coming out of the account. I will also be complaining to the NCUA to ensure a thorough investigation is conducted on Abound surrounding their overdraft practices.Business Response
Date: 11/02/2023
Thank you
for reaching out. We have reviewed the situation and would like to let you know
that the Credit Union processes credits first in every automated clearinghouse
file that is received. These files are sent to the Credit Union throughout the
day and are processed at the time they are received. In this instance the very
first file of the day contained the debits that caused the account to overdraw
and your Courtesy Pay Plus coverage to honor those debits instead of returning
them, while charging the Courtesy Pay fees. The files with the credits to your
account were not received until later in the day. However, as a one time
courtesy, the Credit Union has refunded the Courtesy Pay fees incurred on
October 13th, 2023 in the amount of $403. If you would prefer to opt
out of the Courtesy Pay program you may do so by visiting a branch or calling
the Credit Union at 800-285-5669.
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