Complaints

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

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  Workers Credit Union

  119 Russell Street Littleton, MA 01460

• 

  Workers Credit Union

  308 Main Street Groton, MA 01450

• 

  Workers Credit Union

  145 Main Street Lancaster, MA 01523

• 

  Workers Credit Union

  603 Massachusetts Avenue Lunenburg, MA 01462

• 

  Workers Credit Union

  107 Tower Rd Athol, MA 01331-9823

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:02/22/2023

  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.

  A received a recreational vehicle loan with WCU effective 9/5/2022. The first payment was due on 10/5/2022, however, I made the first payment in full on 9/13/2022. At this point, the website shows my entire payment going to interest. According to the daily accruement rate of $21, only $176 should have been interest. From that point on, all payments were incorrectly applied. They were not split to reflect interest/principle. I have contracted customer service multiple times asking to resolve the issue and/or have a loan officer contact me. Neither of these occurred. To date, I have made 13 bi-weekly payments and 8 of them have gone solely to interest as well as the first full payment in September. I have calculated how much should be interest for each payment according to the days of accruement, this is not being reflected on the payments in my account. 2 payments (were) split but do not reflect the accurate amounts. I would have preferred to have them resolve this during one of the 3 calls I placed to them asking for assistance. Being that hasn't occurred, I now seek assistance here. I would like this billing issue resolved and the correct amount of interest/principle being reflected on my balance back dating to my first payment on September 13, 2022 to present.

  Business Response

  Date: 03/10/2023

  At Workers Credit Union, we offer a variety of products and
  services to support members needs and financial wellness. We currently offer
  loans products for various consumer items such as cars, snowmobiles, and
  recreational vehicles.
  
  In September 2022, Mr. ****** was approved for a
  recreational vehicle loan which he began making payments on through our online
  banking system. Mr. ****** has made all payments on time and even makes them
  every other week.  During our research, we found that for Mr. ******’s
  payments, interest was paid first then the principal, as noted in the terms of
  his loan product and a standard process at any financial institution. However, because Mr. ****** was paying every other week, this became confusing to
  view within the online banking and some payments did get off schedule for
  interest and principal payments.
  
  We have corrected any payments that needed adjustment to Mr.
  ******’s recreational vehicle loan. We recommended to Mr. ****** that he make
  payments just once a month to ensure that the interest and principal is applied
  correctly. He was made aware he can utilize his savings account to transfer
  funds out of his checking account (to save for the loan payment) and then apply the payment just once per month.
  
  We thank Mr. ****** for his feedback. We will be reviewing
  the online platform for ease of use and displaying of payments.

  Customer Answer

  Date: 03/10/2023

  
  
  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:12/22/2022

  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.

  I have a loan for a recreational vehicle with Workers Credit Union. I was two weeks late on the August payment. I made a payment on their website which showed a double payment due for August and September. I made the double payment. I paid October on time and the website showed only one payment due. I made the November payment on time and the website showed only one payment due. On December 14th I logged in to make the payment which was due on December 20th and noticed it showed a double payment due. I called and asked why. The bank associate told me I had missed the August payment. I asked what I paid in September and was told they received a double payment early for September so they applied the extra payment to principal. I asked why anyone would skip a payment and then make an early payment with additional money equaling a payment for principal. They responded that nobody would do that. The Workers Credit Union website does not give the user the ability to assign how a payment is applied. There is no option to make a principal payment or to pay two separate payments. I paid the amount that was due according to the site. I'm told that the bank also assessed late fees which I don't see on the website and there doesn't appear to be a way to pay them online. The fact is this account was never delinquent and all of the payments for 2022 have been made. My account is still showing that the December payment is due and my account is with their collections department. My wife is on the account as a joint applicant and this is having a negative impact on both of our credit scores. I was told on December 14th that the issue would be resolved by December 21st. I called the morning of December 21st and was told that collections reviewed and closed the inquiry stating that I only owe for December. I explained that I already made the December payment and my account should never have been delinquent. It was sent for another review and a manager was supposed to call me back.

  Business Response

  Date: 01/04/2023

  Workers Credit Union strives to offer a variety of beneficial products and services to our members. Accurately reporting
  members’ financial transactions is the utmost importance to Workers Credit
  Union. Under the Fair
  Credit Reporting Act (“FCRA”), Workers Credit Union is required to report
  accurately to the credit bureaus in a timely manner.
  
  Mr. ****** had contacted Workers Credit Union requesting
  information about his loan and payments. A senior service representative asked
  that Mr. ******’s request for review be expedited due to his anger while speaking
  with other representatives. On December 22nd, 2022, a Member
  Solutions representative reviewed the payment history with the member, noting
  that the payment for September had been received 37 days after the payment
  date, forcing each of the following payments to then be behind. Mr. ******
  agreed that he had missed the September payment resulting in the delinquency.
   Mr. ****** then went online and completed the December 2022 payment and
  now seems satisfied with the results on this conversation.

  Business Response

  Date: 01/20/2023

  Workers Credit Union strives to offer a variety of beneficial products and services to our members. Accurately reporting members’ financial transactions is the utmost importance to Workers Credit Union. Under the Fair Credit Reporting Act (“FCRA”), Workers Credit Union is required to report accurately to the credit bureaus in a timely manner.
  
  Mr. ****** had contacted Workers Credit Union requesting information about his loan and payments. A senior service representative asked that Mr. ******’s request for review be expedited due to his anger while speaking with other representatives. On December 22nd, 2022, a Member Solutions representative reviewed the payment history with the member, noting that the payment for September had been received 37 days after the payment date, forcing each of the following payments to then be behind. Mr. ****** agreed that he had missed the September payment resulting in the delinquency.  Mr. ****** then went online and completed the December 2022 payment and now seems satisfied with the results on this conversation.

  Customer Answer

  Date: 01/20/2023

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

  You need to stop using my anger with your representative for your excuse for expediting the review. Fact is I had to call four times and speak with four different representatives to find out what was wrong with my account. I made a double payment in August assuming I was making Septembers payment early. The website only shows amount due at the time of login and only shows two months previous activity. FIX THE WEBSITE! Your members should be able to review their entire account history from the website. ALSO, I still am not receiving bills for this account. I verified with one of your representatives that I am signed up for paper bills. I have had this account for two years and I have never received a bill. I login into the website and pay the amount shown due. The only mail correspondence I have received from Workers Credit Union is my monthly savings account statement. You evidently have the correct address on file and I verified this with your representative. I just paid the January payment earlier this week. When I logged into my account it showed a regular payment due and I could only look back at the previous two months history. I was told by one of the four representatives I spoke to that I had several late payment fees due. I don't see that on the website or any way to pay them. You have to understand that this is a billing issue. To date, I have NEVER received a bill from Workers Credit Union. There was a payment oversight on my part because of the double payment in August, but had you sent any bills or correspondence at all notifying me this account was past due I would have brought the account current in September. You do have the ability to issue a correction statement to the credit bureaus and given the fact that you didn't send any bills I think in this case you are obligated to. I'm going to have to move forward reporting this to the Massachusetts attorney general's office. I'm sorry we couldn't come to terms. You have to understand the damage this has caused to my wife and my credit over a matter of $201.20. 

  
  
  
  Sincerely,
  
  
  
  Robert ******

• Initial Complaint

  Date:12/22/2022

  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.

  Workers Credit Union has failed to respond to my messages, emails and phone calls regarding a loan processing error. Payment was requested by phone for two months in a row by the credit union (November & December) neither of which were processed. I was then notified that I was in collections. When asked to be transferred to collections or loan processing department, multiple times, I was told that I would receive a call or email response from those departments which I have not. This is extremely unethical on Workers Credit Unions part. If I dont resolve this matter my credit will be effected.

  Business Response

  Date: 01/05/2023

  Workers Credit Union strives to offer a variety of  beneficial products and services to our members. Accurately reporting members financial transactions, including credit reporting, is the utmost importance to Workers Credit Union. Workers is required under the Fair Credit Reporting Act (FCRA) to report accurately to the credit bureaus.
  
  ******************** has a loan with Workers Credit Union. ******************* was late on his September and October payments resulting in calls from the *** **************** Department. ******************** made a payment on October 3rd,resolving his late September payment. On November 30th, ******************** requested a transfer from his savings account to the Loan which was applied to the October payment, leaving the November payment outstanding. As required by federal law, *** staff reported the delinquency after 30 days late payment for the November payment. Call logs show that staff reached out to ******************** several times but were unable to leave voicemails due to full mailbox. On December 20th, a **************** representative spoke with ******************* and reviewed his payment history. ******************** has not spoken to *** representatives again.  
  
  We welcome ******************** to contact the Member Solutions team to resolve the delinquency and set up a payment plan.

• Initial Complaint

  Date:11/16/2022

  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.

  Hey Workers Credit Union is reporting false information and I do not owe them 13,500 that they say I owe. I don’t know why they are reporting this debt on my credit report. I would like this ***** account deleted from my credit report experian, transunion, equifax. This is hurting me from being approved for a home loan.

  Business Response

  Date: 12/02/2022

  Workers Credit Union strives to provide a variety of product
  and services to our members while ensuring that proper identification and
  documentation is provided to limit identity theft.
  
  On May 7, 2020, Mr. ********* purchased a Ford F150 from one
  of Workers’ dealer partners. Mr. ********* used several forms of identification
  as well as handled the purchase in person at the dealership. During this time,
  Mr. ********* was required to contact the credit bureaus and provide
  information that only he would know to be able to unlock the credit reporting
  for the purchase of the vehicle.
  
  Mr. ********* began defaulting on the loan in 2021 and
  shortly thereafter, the Workers solutions team intervened. Mr. ********* often
  claimed other reasons for the delinquency and not any level of fraud. Workers
  made many documented attempts to rectify the situation. In November 2021, the
  vehicle was repossessed and sent to auction. We will not be removing this
  account from Mr. *********’s credit reporting due to the delinquency. 

  Customer Answer

  Date: 12/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You need to provide me all original documentation with originals signatures in blue ink. If not please remove this from my credit report. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:11/15/2022

  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.

  I had an auto loan with workers credit union. In early October I contacted them via the phone as they dont give you an online option to close my loan. They charged me the incorrect amount and also continued to charge my monthly. Eventually it was resolved and the loan was closed and title was released to me. Now, a month later, my monthly payment is still being withdrawn from my account even though I payed the loan off. They also have not reported it as payed off even though I already have the title as well as documentation of it being payed off. Every representative tells me the issue is fixed but then when I look online it still is not so I call back and the cycle repeats with a new representative. I want a refund of my two monthly payments that were charged even though the loan was / has been payed off, my credit to be notified that the loan has been payed off, and a formal apology and LEGAL promise from the company that my account will not be charged again.

  Customer Answer

  Date: 11/19/2022

  Credit change and refund

  Business Response

  Date: 12/15/2022

  Workers Credit Union strives to provide various product and services as well as high levels of customer service while meeting regulator deadlines.
  
  In our research of Ms. ********** accounts and communications, Workers found that payments were initiated by the member within online banking thus needed to be shut off by the member.  We also found that credit reporting had been done in a timely manner per federal regulatory requirements.
  
  ********************** has spoken with a Senior Member Services Representative and received emailed documentation of the cancellation of future payment, return of funds, and closure of her accounts at Workers Credit Union. 

  This issue has been fully resolved with *********************** 

  Customer Answer

  Date: 12/15/2022

   
  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:09/28/2022

  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.

  I am having a problem with this company. I opened up membership with them on December 2021. I was approved for an unsecured loan and i was also offered to refinance my vehicle with them. I have recently been out of employment and been getting assistance from family and friends. On September 6 2022, My family went to pay the Auto loan a payment in the amount of 680 was paid and they took it upon themselves to pay the Unsecured loan instead of the Auto. I called member services and let them know what the branch did and they said since it had not posted that they would have it corrected. I asked how much was passed due for the month of August and they told me I would need to make a payment for 463.00 I made the payment with a debit card.Today I called to inquire about the 680 payment misapplied and was now told that the 463 payment was also token to pay the Usecured loan instead of the Auto.They are purposely putting me in a position to be behind on the auto loan to then try to repo my vehicle. I am abiding by all the terms of my contract and they are not applying the payment purposely to create more issues.

  Business Response

  Date: 10/12/2022

  Workers Credit Union strives to offer our members simple,straight forward, and beneficial products and services. This includes secured personal loans with collateral.
  
  **************** has both a personal and auto loan with Workers and the auto serves as collateral for both loans. Workers has a right of setoff,  and statutory lien on pledged collateral, including shares. On September 6, 2022 , a friend or relative of **************** went into the Westford Branch to make a payment of $690.00.  On this date, the Personal Loan was past due 136 days and the Auto loan was past due 31.  The payment was applied against the Personal Loan.  On September 9, 2022 an additional payment was applied towards the Personal Loan.   On September 30,2022, **************** requested a supervisor.  Workers ** of Member Solutions took the call and explained the cross collateralization clause and member cannot pay the auto loan without the personal loan.  Member was unaware of this restriction and was advised it was listed in the disclosure statements. Member confirmed his commitment to making payments.  He agreed to a payment plan, which he has since completed and seemed satisfied once the payment application was explained to him.  The ** of Member Solutions gave him a direct phone number in case he needed assistance in the future.  He was pleased with the outcome and said he would make sure both loans are paid as agreed.

• Initial Complaint

  Date:08/03/2022

  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.

  Workers Credit Union in ************* is/was the lien holder on a vehicle that was financed through them. The loan was satisfied on July 8, 2022. They have failed to release the title or remove their claim as lien holder. We have called them approximately 20 times in the past 3 weeks as we are in the process of selling the vehicle.

  Business Response

  Date: 08/16/2022

  Workers Credit Union prides itself on Doing what is right for the member which includes prompt responses and supporting the members however we are able.

  While reviewing ************** complaint through documentation systems which include phone, email and letter, we found that WCU staff had been working diligently with ************** since his title request on July 5th,2022.  ************** situation was complicated by an error made to the title by the ****** of ***** Vehicles and then further complicated with **** WCU records show that there was communication with multiple members of our team throughout the process to correct the title, and that employees were transparent with him regarding the issue and our efforts to assist with resolution although WCU wasnt listed as lienholder.

  According to representatives at **** the new title has been sent as of August 5th to the members recorded and confirmed address.

  When discussing this complaint on August 12th, the member stated that title was not the actual issue but slow response times and late payment processing. From our call and email records, responses were provided by the next business day and payments were posted the date of receipt,per our policy and regulations. We informed ************** of this information on August 15, 2022 and have not yet heard back.