Credit Union
Digital Federal Credit UnionHeadquarters
Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Digital Federal Credit Union.
The findings appeared to show:
Frustration with Billing and Collections:
Frequent issues suggest customers are experiencing problems with account management, fees, or debt collection practices
Service Quality Concerns:
Recurring service-related complaints indicate dissatisfaction with the credit union's core offerings
Repair and Technical Issues:
Suggests problems with online banking, mobile apps, or other technical services
Customer Service Dissatisfaction:
Implies some customers feel their concerns are not adequately addressed
Digital Federal Credit Union on 7/21/24 responded to BBB with:
In addition to the frustration members may have with billing and collections and the service quality concerns
noted above, the BBB customer complaints analysis and recommendations report notes other trends including problems with online banking, mobile apps, or other technical services.
DCU has just integrated a new phone system and we are continually updating our digital banking and mobile
banking applications to meet the demands of today’s digital banking customer.
DCU is consistently reviewing our systems to ensure that we can deliver services that meet or exceed our Members’ expectations.
DCU maintains a complaint management program that ensures that each BBB complaint and other complaints are investigated and analyzed.
All fees and charges on billing statements are disclosed as required by state and federal law and regulation.
As part of our complaint management program, DCU reviews trends, spotlights and escalates issues, such as process breakdowns, inefficiencies, and system issues, and resolves such issues to prevent continuing negative impact to our members.
Complaints
This profile includes complaints for Digital Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 200 total complaints in the last 3 years.
- 73 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:06/14/2025
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 not liable for this debt with digital feed credit union. .I do not have contract with ***, they did not provide me with the original contract as requested.
Business Response
Date: 06/23/2025
To Whom It May Concern,
We have reviewed the complaint submitted by ******* ***** regarding the request to correct his credit report.
After a thorough investigation, we have determined that the Personal Loan in question is being reported accurately. Therefore, no changes will be made to the credit report.
Our ********************** previously mailed a Validation of Debt Request packet via Certified Mail through the **************************** (****) to the address provided in the complaint, dated 2/16/24. According to **** records, the packet was successfully delivered on 2/24/24.
Additionally, a second Validation of Debt Request packet was sent today, 6/23/25, to the same address via Federal Express. This packet includes the following documents:
- A Resolution Letter
- The Personal Loan History and *************** Account History
- The Note and Loan Agreement
- DCUs Limitation of Services LetterBased on the information provided and actions taken, we consider this matter resolved.
Sincerely,
*** Member Resolutions
Initial Complaint
Date:05/20/2025
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 writing to express my deep concern regarding a serious issue with my business account at ***. Today, a check in the amount of $50,000 was paid from my account to an individual I do not recognize. I did not authorize this transaction, and it is alarming that such a large payment was processed without proper *************** a result of this incident, I had to cancel all my appointments and lost a critical opportunity to close a major business deal. I visited the bank in person to address this matter, which caused significant disruption to my workday and financial loss.I am requesting the following actions be taken immediately:Full reimbursement of the $50,000 to my account.A formal investigation into how this unauthorized transaction occurred.Compensation for the financial loss and inconvenience this issue has caused.Please treat this matter as urgent. I expect prompt communication and resolution.Business Response
Date: 05/29/2025
To whom it may concern,
Digital Federal Credit Union (DCU) reviewed **** *********** complaint regarding their NEW ************************************************ account.
We have thoroughly investigated **** Cerqueiras concerns and, on May 29, 2025, sent an email detailing our investigation findings and a copy of DCUs Business Account Agreement.
We consider this matter resolved.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:05/19/2025
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 writing to notify you of a fraudulent account opened in my name with DIGITAL EFCU. I am a victim of identity theft and did not authorize this account. Below are the details of the fraudulent ******************************** Name: DIGITAL EFCU Opened Date: 7/22/2014 Account Number: **********High **********************: $39,085.00 Additionally, there appears to be another unauthorized transaction on 6/26/2024 for $2,000.00 under the same account number.I respectfully request that you close this account immediately and remove any negative information related to it from my credit report. Please provide confirmation of the account closure along with any documentation regarding the fraudulent activity.Thank you for your prompt attention to this urgent matter.Business Response
Date: 05/23/2025
To Whom It May Concern,
We reviewed the complaint submitted by *********** ***** regarding an Identity Theft claim.
We conducted a thorough investigation into this matter and found no evidence to support the Identity Theft claim. A letter detailing our findings was sent to the address provided by *********** on 5/22/25. We consider this resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:05/14/2025
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.
Issue Type: Personal Loan ? Problem with loan application or approval process What happened:Im a long-time *** member with strong credit and payment history. I applied for a $25,000 personal loan with them about four weeks ago. I was initially approved, then counter-offered $15,000 which I accepted. I submitted all requested documents, including tax returns showing over $80,000 in income.Despite accepting the offer, the loan was eventually denied after weeks of waiting and confusing communication from multiple departments. I was told it had to go through a "tax department" and later another "loan department," but I never received consistent answers. If this process had been handled properly, the loan should have been approved and funded weeks ****** credit score is close to 800. I paid off a $10,000 loan with *** early and keep near-zero utilization on my DCU credit card. I was even told I needed to "step up slowly" which made little sense given my credit profile and relationship with the credit ************************* feels like my income was mishandled or misclassified by someone in the process. Ive always submitted documents promptly and done everything asked, but the loan was still denied after I had already accepted the counter-offer.What I want:Im requesting a full review of **** process in handling this loan, especially how income was assessed and why an accepted offer was reversed. I also want clarity on whether my information was reviewed accurately and ********* just a regular person trying to borrow responsibly. Ive built a good relationship with *** and expected to be treated fairly, but this experience has been incredibly frustrating and disappointing.Business Response
Date: 05/14/2025
To Whom It May Concern:
We reviewed the complaint submitted by ******** ******* (Complainant)concerning a personal loan application with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:05/10/2025
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 have submitted several complaints to the ************************ due to **** erroneous credit reporting and loan payment records.Once again, I am filing a complaint. Since my last complaint, when *** claims they made my account status current, I have made every payment. My auto loan account says its past due $251.09 (monthly payment is $194), and when I login to my account, I only have one payment left on the loan but it says I would be making Januarys payment if I pay today. Last summer in June or July, the auto pay was randomly shut off without any notice to me, and it was not until August that I noticed it. This is no fault of my own as I should have been notified that the auto pay was ending randomly. I reached out about 6 months ago about this and they said it was because there were a few dollars missing on one of the ***********, I made sure to add a few extra dollars to several payments (in fact, I think I pay a few extra dollars ever month) *** said it updated all my credit bureau reporting but I have no faith that its the case now. I am requesting a full review of the credit reporting, corrections where needed, and to correct my account to stop saying past due. Again, my auto loan has about 1 remaining payment until its paid off.Business Response
Date: 05/15/2025
To Whom It May Concern,
We reviewed the complaint submitted by ****** ***** regarding his request to correct his credit report for his Auto Loan.
After a thorough investigation, we found that the late payments were reported accurately. The automatic payments for this loan were reinstated on 9/30/24, with a scheduled payment date of 10/25/24. When the automatic payments were established, the loan was past due as of 6/21/24.
We understand and empathize with Joshuas frustration throughout this process; however, our Credit ******************** has determined that the late payments reported are accurate and warranted, and no correction is needed.
We consider this matter resolved.
Sincerely,DCU Member Resolutions
Customer Answer
Date: 05/23/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Hello, Allow me to review this again as a courtesy to give you a chance to understand the facts and properly correct this major DCU oversight.
The auto payment that was set up in September 2024, that you are referring to, is only relevant because it was initiated after my original auto pay was ubruptely ended (on or about June 2024) without any notice or notificiation.
This caused my account to become past due without my knowledge and through no fault of my own. I have 0 intentions of not paying my auto loan every month, and am saddened that *** would not notify me to let me know that they ended my auto pay so my account would become past due if I did not make a payment manually.Since I was not informed of this random change to my account, those payments were missed through no fault of my own, causing me to have to reinstate my auto pay in September 2024.
I would like to know why DCU randomly ended my autopay and failed to inform me of this important account change.
Given the past due payments were due to DCU ending my autopay without notifying me, my score should not suffer as I would have gladly made the payments. I would encourage *** to correct my credit report to reflect the oversight on their end.
If nothing will be done to correct this DCU oversight, I will move forward with submitting a complaint to the *************************
Thank you for your understanding.
Regards,******
Business Response
Date: 05/27/2025
To Whom It May Concern,
We reviewed the rejection response submitted by ****** ***** ("Complainant") regarding his request to correct his credit report for his Auto Loan with Digital Federal Credit Union ("DCU). The Complainant also submitted this complaint to ********************* regulator. As such, *** will be providing a response directly to the Complainant and our regulator.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:05/05/2025
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.
To Whom It May Concern,I am writing in reference to a recent copy of my credit report that I obtained, which includes several entries that I believe to be inaccurate and possibly unverified. I respectfully request a full investigation into the accounts listed below, as I have reason to believe they were reported in error or without proper documentation.Creditor Name: [Digital Federal Credit Union]Account Number: ************]Balance Reported: $[$2,000.00/$2,000.00]Under the Fair Credit Reporting Act, 15 U.S.C. 1681g, I am entitled to receive all information and documentation you have on file that was used to verify the validity of the above account. I am not requesting a generic statement of verificationI am requesting actual copies of the original documents you used to confirm the accuracy of this debt.If no such documentation exists, or if you cannot provide physical proof of this accounts legitimacy, then I am requesting that this item be removed from my credit file immediately, as required under Section 611(a)(5)(A)(i) of the *****The continued reporting of inaccurate or unverifiable information is not only unfair, but it is causing measurable harm to my credit reputation and overall financial well-being. I take these matters seriously and expect your full cooperation in addressing this issue thoroughly and promptly.Business Response
Date: 05/09/2025
To Whom It May Concern:
We reviewed the complaint submitted by ****** ********* concerning an Identity Theft Claim.
We have thoroughly investigated this matter in January 2025 and May 2025. During these investigations, we did not find evidence that supports the Identity Theft Claim.
A letter outlining our most recent findings was mailed to ****** Chunilall on May 8, 2025, and we consider this matter resolved.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:04/24/2025
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 writing to follow up on a previous dispute regarding late payments, which was returned as "verified." I am now formally requesting that *** provide the following: The late payments were a violation of 15 U.S. Code 1681b(2).Verification of compliance with the Fair Credit Reporting Act (FCRA) 611 (15 U.S.C. 1681i) specifically, the method of verification used to confirm the accuracy of the reported late payments.Verification of compliance with 15 U.S.C. 1666b regarding the timely delivery of periodic billing statements. Please provide the tracking numbers or delivery confirmations that show the statements were sent in accordance with the law.If you are unable to provide this information, I respectfully request that the late payment entries be removed and updated to reflect a status of "paid on time" within 15 business days of the date of this letter.Business Response
Date: 04/25/2025
To Whom It May Concern:
We reviewed the complaint submitted by ********* ***** concerning credit reporting.
We have thoroughly investigated this matter and determined that ******************** loan (L141) is being reported accurately per Fair Credit Reporting Act (FCRA) regulations. On April 21, 2025, a Credit Report Direct Dispute Notice of Resolution was mailed to Mr. ******* home address and should arrive within seven business days.
***'s Account Agreement for Consumers, which we provided at account opening and is available on our website, states, "Reporting Information *** MAY REPORT INFORMATION ABOUT YOUR ACCOUNTS TO ********************** BUREAUS.LATE PAYMENTS, MISSED PAYMENTS, OR OTHER DEFAULTS ON YOUR ACCOUNTS MAY BE REFLECTED IN YOUR CREDIT REPORTS."
We confirmed that Mr. ***** was provided with electronic loan statements, his preferred delivery method. *** will not request removal or deletion of accurate derogatory credit reporting information.
We consider this matter resolved.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:04/21/2025
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 have been a member with *** for over two decades. I have a direct deposit and have an overdraft account to cover payments for over 2 weeks. *** I have a loan with auto pay from my checking account. Last month *** failed to cover the payments to the ******* a result , my account was in default and the bank dismissed my overdraft account. Many payments were overdrawn. As a result , fees were incurred by tge creditors.Business Response
Date: 04/22/2025
To Whom It May Concern:
We received the complaint submitted by Abdelkadous ****** ****** concerning his failed loan payment and **************************
We have thoroughly investigated Mr. ******* concerns. Due to the nature of his questions and for the security of his account, we will contact him directly to address his account-specific questions.
We consider this matter resolved.
Sincerely,
Member ResolutionsInitial Complaint
Date:04/21/2025
Type: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 am unable to log into my Digital Federal Credit Union account due to an ongoing technical issue that has not been resolved. I have been unable to login my account for over 2 years. Every time I enter my correct password, it says its incorrect and locks me out. I reset my password as instructed, but the new password still doesnt work. When I request a temporary password via email, I receive it, but when I enter it, the system just loops me back to the login screen without letting me in. This has been happening repeatedly, making it impossible for me to manage my account. I cant make check my balance, or access any necessary account information. This is unacceptable. Customers need access to their accounts, and ********************** is failing to provide basic functionality. I need this issue fixed immediately so I can log in and manage my account. I have attached a copy of my driver license and social security card.Customer Answer
Date: 05/01/2025
I have not heard from the business in response to my complaint.Business Response
Date: 05/01/2025
To Whom It May Concern,
We received the complaint submitted by Summer ***** concerning her access to Digital Banking.
We have thoroughly investigated Ms. ****** concerns. Due to the nature of those concerns and for the security of his/her account, we will contact him/her directly to provide a resolution.
We consider this matter resolved.
Sincerely,
Member ResolutionsCustomer Answer
Date: 05/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Summer *****Initial Complaint
Date:04/20/2025
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 reporting a fraudulent account that was opened in my name using my identity with Digital Federal Credit Union. I did not authorize or apply for this loan, and I believe my information was used illegally. The account is an auto loan opened around March 2023 and was charged off in November 2023 with a balance of approximately $81,308.I have submitted a formal FTC Identity Theft Report and filed a police report documenting this crime. I am requesting immediate deletion of this account from your systems and credit reporting records. Documentation can be provided to support my identity and claim.Business Response
Date: 04/28/2025
To Whom It May Concern:
We reviewed the complaint submitted by **** ****** concerning an Identity Theft claim.
We have thoroughly investigated this matter and determined that additional documentation is required before we can confirm or deny this claim. On April 28, 2025, our ************************** mailed **** a letter via Federal Express requesting additional documentation. Upon receipt of the letter, please forward the requested documents to the address provided in the letter.
While our investigation continues, **** will remain responsible for the account. When the required documents have been received and reviewed, **** will receive an update on this claim.
Sincerely,
*** Member Resolutions
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