Business Profile

Credit Union

Digital Federal Credit Union

Headquarters

This business is NOT BBB Accredited.

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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

199 total complaints in the last 3 years.
72 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/09/2024
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.
FEBRUARY 2024 I opened an online account with this bank, and was approved. I made an online deposit of $5.00 to show there was a balance on the account.A deposit was made to this account from an approved third party. $2,000.00 The deposit was declined by the *** bank.The *** bank closed my access to the account - I could not review any transactions.I called the *** bank from my cellphone and was connected to a fraud investigation department.A representative from the department told me I owed them $400 for a withdrawal that was made but did not offer proof of this transaction or allow me to see a statement of my account.MARCH 10, **************************************************************** by **** before I would make any payment on the amount this bank stated was owed to them.The *** bank never sent any statement to me and did not respond to my request in any way (mail, email, phone call, text etc).APRIL 8, 2024 A letter was received by postal mail to my home address, now stating from the *** bank that $494.99 was owed to them on my Membership ******* threatening to report me to ChexSystems and collection agencies.THEY HAVE NEVER SHOWN PROOF OF ANY TRANSACTIONS to me or provided me with a legal bank statement of my account.I want my name and account CLEARED of this debt, which they have never proved or attempted to prove to me in any way, by any means of communication. I want my credit record CLEARED of this asserted and unproven debt.
Business Response
Date: 04/15/2024
To Whom It May ********

We reviewed the complaint submitted by *************************** concerning her account balance.

We've thoroughly investigated this matter and determined that ****************** membership was locked for review by our *************** Team in accordance with Digital Federal Credit Union's (DCU) Account Agreement for Consumers. The investigation concluded that ************** mishandled her account and is responsible for the negative account balance.

On 4.10.2024, a representative from our *************** Department attempted to contact ************* to discuss this matter and left her a voicemail. We will follow up with ************* and provide her with her account statements.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 04/18/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ. April 17, 2024
This company has deliberately hidden the actual (if any) transactions that occurred on my account and have added instead a note of an unknown sum of money force deducted by their bank from my account. It did not list the deposit made, which was stated previously on the online account transaction, now there is no reference to this at all, from what individual or bank it came from, or any attempt on their part to contact that individual or bank.
It did not list what individual or bank made this fictitious withdrawal from my account, there has been no follow up or investigation about this fictitious transaction.
The person who contacted me was not a fraud department investigator, it was an appointment setter with no authority or knowledge on my account or the 'investigation' which did not occur. There has never been any proof of their investigation or report on the findings (which were none).
Their response is completely unsatisfactory, and is in fact fraudulent in itself as biased, fictitious, fraudulent, and baseless of any real fact or occurrence regarding my account.
I do NOT accept this as an explanation or statement of what occurred on my account. the only part being real is the separate page which shows only my $5.00 deposit of which my own bank has record of.
Regards,
********

Business Response
Date: 04/25/2024
To Whom It May ***************** reviewed the rejection response submitted by *************************** concerning her account balance.
We've thoroughly reinvestigated this matter and conclude that ****************** membership was locked for review by our *************** Team per Digital Federal Credit Union's (DCU) Account Agreement for Consumers. ************** mishandled her account by providing her login credentials to a third party.
Our Digital Banking Agreement, which ************** agreed to when she became a member of Digital Federal Credit Union, outlines the responsibility of our accountholders and how login credentials are confidential and must not be revealed to anyone not listed on the account. The agreement outlines how if a member discloses their login credentials to a third party or allows a third party to use their device's authentication feature, they may be providing actual authority for that party to obtain information about and make transactions on their DCU Accounts. In turn, they may be liable for, and we may not reimburse them for, any losses resulting from them sharing their login credentials, verification codes, or your device's authentication feature.
On 4.15.2024, ************** was provided with her account statements and an overview of the account transactions. Although we sympathize with ************** and her situation, she remains responsible for the negative account balance.
We consider this matter closed.
Sincerely,
DCU Member Resolutions
Customer Answer
Date: 04/25/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My husband is not a distinterested third party and is allowed access to my account to deposit funds for me. I have not mismanaged my account by allowing my husband access to it.
The *** bank refused my deposit of $2000 and changed fees to my account.
The *** bank has no right to place value judgements on my personal relationship with my husband and erroneously invalidated a deposit to my account based on their false opinion of me.
Their opinion is fraudulent to pretend to know what my relationship is to the person given access and purposely mishandled my account placing my balance in jeopardy by refusing to honor my deposit and charging fees to the account.
I refuse to accept their opinion in place of a proper business transaction which is required of the *** bank doing business with a customer.
***************************

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
********
Initial Complaint
Date:04/05/2024
Type:Product 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.
Date of Transaction: [Date of Transaction]Amount Paid to Business: $300.00 Nature of Transaction: Payment for services/products promised but not provided Nature of Dispute: Failure of the business to deliver the promised services/products Efforts to Resolve Dispute: No attempt made by the business to resolve the issue I made a payment of $300.00 to [Business Name] on [Date of Transaction] in exchange for [description of services/products promised]. However, despite making the payment, the business has failed to provide me with the agreed-upon services/products.I have attempted to contact the business multiple times to address the issue and request a resolution, but I have received no response or attempt to rectify the situation. As of now, I have not received the services/products I paid for, nor have I been refunded the amount paid.Account Number: ******* Attached, please find copies of any relevant documentation, including receipts, emails, or other communications with the business.I kindly request the intervention of the Better Business Bureau to facilitate a resolution to this matter. My aim is to either receive the services/products promised or obtain a refund for the amount paid.Thank you for your attention to this matter. I look forward to your assistance in resolving this dispute.
Business Response
Date: 04/06/2024
To Whom It May ****************** reviewed the complaint submitted by ******************************* (Complainant) concerning his credit reporting with Digital Federal Credit Union (***). The Complainant also submitted this complaint to DCUs ********** regulator. As such, DCU will be supplying a response directly to the Complainant and our regulator.

Sincerely,

Member Resolutions
Initial Complaint
Date:03/31/2024
Type:Order 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 demand to see Verifiable Proof (an original Consumer Contract with my Signature on it) you have on file of the accounts listed below. Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the ***** unverified accounts must be removed and if you are unable to provide a copy of verifiable proof, you must remove the accounts listed below .DIGITAL FED CREDIT UNION
Business Response
Date: 04/05/2024
To Whom It May ***************** reviewed the complaint submitted by *********************************** concerning his Digital Federal Credit Union (DCU) **** credit card.
We investigated this concern thoroughly and determined that ********************** applied for a DCU **** Credit Card in January 2023. The application was submitted securely through Mr. ********** Digital Banking platform behind his username and password, solidifying that he is responsible for the unpaid debt.
Since the application process is electronic, we do not have a physical paper application with his signature. However, the written statement on the back of the DCU **** credit card he was issued and utilized states,By retaining this card, the holder agrees to all terms under which it was issued. Anyone who uses or authorized anyone else to use this card agrees to repay all charges incurred, according to the Credit Unions **** Agreement,including any future amendments made to it by the Credit Union. The utilization of this card consummated the expected repayment agreement of the loan.
A letter detailing the documentation to validate this debt will be sent via Federal Express (Direct Signature Required) on 4.5.2024 via tracking ************.
We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:03/27/2024
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 writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is ***************
Business Response
Date: 04/03/2024
To Whom It May ***************** reviewed the complaint submitted by ************************* concerning credit reporting.
We have thoroughly investigated these concerns and determined that ******************** Auto and **** loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations.
A letter detailing the documentation to validate this debt and explain why **************** cannot opt out of credit reporting will be sent via Federal Express (Direct Signature Required) on 4.3.2024 via tracking ************.
We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:03/23/2024
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 writing to file a complaint against Digital Federal Credit Union (DCU) regarding their handling of my **** Credit Card account and associated checking, money market, and savings accounts. Despite my efforts to communicate my financial hardship and make consistent payments, DCU has continually frozen my funds, which has further impacted my ability to manage my daily living expenses. I have fallen behind on my payments due to a series of unfortunate events, including being displaced from my home due to a flood and experiencing a period of unemployment followed by significantly reduced hours upon re-employment. Despite my explanations and efforts to work with DCU, they have frozen funds in my accounts that I rely on for housing assistance and daily living expenses. I have made multiple requests to close the credit card account, which is causing me financial hardship, but these requests have not been honored. The last time I was contacted by a representative, *****************************, was in the week of February 27, 2024. He informed me about a wellness application process that could potentially protect my account from further holds. I submitted the required documentation on February 28, 2024, but as of March 22, 2024, another hold was placed on my card, preventing me from accessing my funds without traveling to a branch location, which is all over an hour away from me. I have followed all the steps required to remain in good standing, including making payments, but DCU's actions are severely impacting my ability to manage my finances during this difficult time. I have not received any updates on the status of my wellness application or any further communication from DCU.I am seeking your assistance in resolving this matter and request that DCU stop freezing my funds and close my credit card account as requested. I believe that DCU's actions violate the Consumer Protection Act, and I am hopeful that the BBB can help me find a resolution.
Business Response
Date: 04/01/2024
To Whom It May ****************** reviewed the complaint submitted by ***************************** concerning a block placed on her debit card.

A collections block is automatically added to a card when a **** Credit Card is 30 days or more past due. The collections block, which was added to ******************** debit card, followed our Limitation of Services Policy in our Account Agreement for Consumers Disclosure. The Limitation of Services states that when a membership is not in good standing, DCU may take any or all of the following actions such as the suspension of any and all products and services (including access to DCU Digital Banking services, credit card, debit card, and ATM card services, and electronic and/or automatic payment services), other than the right to maintain a share account and the right to vote at annual and special meetings.

*************** has been notified over the phone and through written correspondence of her past-due balance and the optional financial advising programs that are available. ******************** credit card cannot be closed without payment in full,and her debit card will remain blocked until her credit card payment is current.While her debit card remains blocked, she is aware that she has full access to the funds in her checking account through a local branch.

While we understand this can be frustrating, we have thoroughly reviewed this matter and found that all standard policies and procedures were followed accordingly when a membership has a collections block added for a past-due **** Credit Card.

We will contact **************** directly concerning her Collections Financial Wellness status to offer more specific account information and to provide her with a copy of our Account Agreement for Consumers.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 04/01/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ
I have reviewed the response submitted by your organization regarding complaint #********, and I regret to inform you that the response does not adequately address or resolve my concerns.
In your response, you stated that I have been notified over the phone and through written correspondence of my past-due balance and the optional financial advising programs available. However, this statement is inaccurate and dismissive of the steps I have taken to be cooperative and remain in compliance with your policies. Despite my efforts to communicate my financial hardship and make consistent payments, I have experienced ongoing issues with frozen funds, which have significantly impacted my ability to manage my daily living expenses.
Furthermore, I have not received updates on the status of the wellness application process that could potentially protect my account from further holds, despite submitting the required documentation. Your failure to acknowledge these issues and provide a satisfactory resolution is unacceptable.
I want to reiterate that I have made a good faith effort to remain in good standing and have utilized the financial programs offered by your organization for relief. However, the penalties being imposed upon me are unjust, and the lack of communication and action on your part is causing further financial hardship.
I am requesting that the financial abuse end immediately, that my efforts be honored, and that the application I submitted be backdated, processed, and applied. Additionally, I request that the hold on my card be lifted. If these issues cannot be resolved amicably and ethically, I am prepared to take further measures.
I urge you to reconsider your response and take appropriate action to address my concerns promptly.

Regards,
********

Business Response
Date: 04/08/2024
To Whom It May ********

We reviewed the rejection response submitted by ***************************** concerning her credit card loan and financial wellness request.

A team leader from our ********************** has personally contacted **************** to review her repayment concerns, nonpayment consequences, and her financial wellness request status. All her concerns were addressed during the phone call, and she will receive a follow-up phone call or email regarding her financial wellness request within 7-10 business days.

We consider this matter resolved.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:03/20/2024
Type:Product 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.
Digital Federal Credit Union allowed Hackers to access my checking account.
Business Response
Date: 03/27/2024
To Whom It May ****************** reviewed the complaint submitted by ******************* concerning fraudulent activity on her account.

We have thoroughly investigated this concern and determined that ************** was the victim of a fraudulent phone scam. To rectify this matter, ************** was assisted in updating her username and password and ensuring all her account details were accurate. On March 22, 2024, a request was submitted to reverse the transfer,which occurred within her membership due to this scam. The request was completed on March 27, 2024, and the transferred funds were credited back to the originating account.

The security of our members' accounts is our top priority. This type of scam is not isolated to DCU; it is happening everywhere. We are working around the clock to put additional security measures in place to make it harder for fraudsters to access our member's accounts. At the top of our website, DCU posted a video on protecting yourself from fraud, and we recommend that all of our members watch the video.

We understand the frustration that can be caused when you are a victim of fraud, and we apologize for ****************** experience.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:03/11/2024
Type:Order 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 not liable for this debt with Digital Federal Credit Union, I do not have a contract with Digital Federal Credit Union, they did not provide me with the original contract as i requested
Business Response
Date: 03/18/2024
To Whom It May ***************** reviewed the complaint submitted by ************************* concerning an Identity Theft Claim.
We have thoroughly investigated this matter in November 2021,February 2022, and March 2023. During these investigations, we did not find evidence that supports the Identity Theft Claim.
A letter outlining our most recent findings was mailed to ************************* on 3.18.2024, and we consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:03/11/2024
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.
This is in response to a personal loan I got through them 11 months ago. They had set me up an online account and then approved me for the loan, which I was going to manage through the account. A month later, they closed my online account without any reason and refused to give me a reason, so I opened a support ticket. Every month I called back to check up on the ticket, they kept telling me it was still being looked into. Eventually they closed the ticket without warning and never gave me closure. So after approving me for the loan, they now refuse to give me access to an online account to manage and pay it. They've bene having me use some other off site payment service to pay it, which is very buggy and not user friendly and hard to process payments on. It also doesn't allow me to manage my account or keep track of things at all.To make matters worse, my business partner passed away on xmas this last year and they cannot provide me any options to help with anything because they closed my account and only offer it to account holders. I didn't realize my payment had gone 30 days passed the date because I don't have access to see this and they don't call or reach out via email or phone or anywhere to let you know anything. I was calling to make my monthly payment as I have for the past 11 months only to find out they reported me to the bureau late.I feel like there was a bait and switch on me here because I wouldn't have accepted this small loan of theirs if I knew they were going to shut down my account to manage it with. I have great relations with many banks and never had any issue with having an account anywhere. Why approve me for a loan and a checking account only to shut down the account right away? Why approve me at all for anything? I don't get it. I cannot be left in the dark on trying to manage my payments. I run a business and have many creditors and services I manage to pay each month. I need online access to manage and pay them all. Seems shady.
Business Response
Date: 03/18/2024
To Whom It May ***************** reviewed the complaint submitted by ***************************** concerning Digital Banking access and credit reporting.
We have thoroughly investigated these concerns and determined that Mr. ********** loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations. DCU could not locate a late payment that was being reported to the credit reporting agencies. A Credit Report Direct Dispute Notice of Resolution regarding accurate credit reporting was mailed to ********************** on 3.13.2024.

We will contact ********************** directly concerning his access to Digital Banking, as that information cannot be provided through this portal.
Sincerely,
DCU Member Resolutions
Customer Answer
Date: 03/19/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***

I was told by their rep since my payment was over 30 days late that it would be reported to the bureaus automatically. I still do not believe it wasnt and still expect it to show up there. If it doesnt, then that would resolve part of my issue with this.

The reason im rejecting this answer is because I do not believe their reasons to reject my account and restrict me the way they have are fair or accurate. They claim I provided inconsistent info but I cant see how. I have never had an issue opening any bank account anywhere and had I know they were gonna pull the rug out from under me I would have gone elsewhere for the loan.

Seems rather unfair that I get treated this way and had my ticket escalated to fix this and waited months only for them not to contact me and cancel my ticket and do nothing about it after this long. I have a lot of accounts and manage a lot of payments and i do it all online. Their unneccesary and discriminating restriction has caused me problems trying to manage this account.

They approve me for a loan but I cant have a simple checking account to manage this with? Makes no sense. Ive been making my payments for a year now. Have plenty of accounts elsewhere for over 25 years now. How does this make any sense? You dont want customers to borrow money from you again even if they pay it all back? Strange way of doing business.
Business Response
Date: 03/20/2024
To Whom It May ********

We reviewed the rejection response submitted by ***************************** concerning his access to Digital Banking and further products and services offered by DCU.
We have thoroughly investigated Mr. ********** concerns and have contacted him directly. Our investigation was handled properly, our policies were followed,and the decision to restrict Mr. ********** account to loan payments only aligns with our policies and procedures.
We consider this matter resolved.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 03/21/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
***

Its bogus. There isnt anything wrong with my application to them or to anything ive provided. They havent given any clarity on the matter and refuse to. Its obvious im being discriminated against for some reason.
They restricted me without any valid reason less than a month after accepting my loan. Seems kinda odd that a **** loans out money to people they dont even consider worthy of something as trivial as a checking account.

Honestly, I could care less about actually having an account with them but I dont find this treatment acceptable or to be forced into paying via this other portal they provide which doesnt work well or allow me to manage my account or payments easily. Its bad business to agree to loan someone money and offer a way to manage the account and payments, then pull the rug out a couple weeks later.
They obviously dont value thier clients much. Theres plenty of other ****s that want my business so I wont miss this relationship at all.
I have long standing accounts at **** of america, chase, navy federal and a few others. Nearly perfect credit.
Initial Complaint
Date:02/25/2024
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.
Ive been banking with DCU since April (2016) I was naive to think that I was a valued member - thats a joke. During the month of January 2024- focusing on this particular date (Jan 20-2024) I became another victim of Amazon: Truly despicable violating umpteen State statutes and Federal ruling Im certain. Keeping in mind with my complaint against DCU - their role is to value and support the needs of its members or they would not have a job. #Fact.DCU was notified that Amazon compromised my checking account attached to the then **** Debit card ending in ****0067. It was the **** dispute/Escalations department which went on record not once, but twice stating that a provisional credit would be administered to my account. They lied! Instead knowing knowing, that a formal dispute for $1,025 and change was filed knowing that this crooked company received monies secured in the amount after I did not know there was going to be 1 out of 26 shipments No, no way no person could feasibly track that uncertainty and such an insurmountable feat. I knew this would be an issue- lo and behold - I began receiving a few items - shipments were not, I repeat not in chronological order - no rhyme or reason with this deceptive, dishonest, fraudulent company DBA Amazon in *************- DCU - failed me- they informed me that not only was I not receiving any provisional credit, but that their was an investigation and illegally they showed a direct conflict of interest, clear bias and favored Amazon instead of their member (me) it gets worse- the card ****0067 was charged several times after these crooks with Amazon changed the total imvoice this resulted in another three disputes youd think this would help me? Nope!DCU then turns around and honors Amazon allowing my account to be in the negative - I close both my checking accounts only staying with my primary savings .& my high yield advantage savings which lately is not worth having ******/*********************** never called me
Business Response
Date: 02/28/2024
To Whom It May ********

We reviewed the complaint submitted by *************************** concerning several **** Transaction Disputes.

We have thoroughly investigated these matters and determined that ************************ disputes are still under investigation and fall under ******************* Regulation E,DCU has the authority to choose not to provide provisional credit during the dispute process.

We await the merchant's response to finalize the dispute, as they have up to 27 more days to reply. Should the dispute be resolved favorably, ******************** will receive credit for the disputed amounts and has been made aware of that.

A letter outlining our findings will be mailed to ************************ home address upon resolution, and we consider this matter closed.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 02/28/2024
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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Miss *******/*********************** Reg.E (DCU) escalation/visa disputes; both her and her colleagues have been passive aggressive, rude and treated me like I was a perpetrator when it was that despicable Amazon who respectfully cannot even be reached in *****************! How? How is that fair to the consumer? The individual who will read this is a consumer, *************** is a consumer!!! Was/is she somehow above me or feel entitled her and DCU as a whole to think they have more rights under the laws of this land? Well, respectfully they do not! This should never happen to any human being whose loyalty to any financial institution goes undervalued as a member, disconcerting to say the least. I will not accept this red tap policy that **************** packaged up and presented to the bbb.org Do better! Try harder! Speak Truth
Regards,
*****

Business Response
Date: 02/29/2024
To Whom It May ****************** reviewed the rejection response submitted by *************************** concerning several **** transaction disputes and the associated customer service.

We understand and empathize with ************************ frustrations throughout this process and sincerely apologize for any inconvenience caused. ************************ satisfaction is our top priority, and we are committed to providing her with the best possible experience.

************************ dispute was resolved in her favor, and credit has been applied to her account,which will remain a permanent credit on her account. A resolution letter has been mailed to ********************, which should arrive within 7-10 business days.

Sincerely,

DCU Member Resolutions
Business Response
Date: 02/29/2024
To Whom It May ****************** reviewed the rejection response submitted by *************************** concerning several **** transaction disputes and the associated customer service.

We understand and empathize with ************************ frustrations throughout this process and sincerely apologize for any inconvenience caused. ************************ satisfaction is our top priority, and we are committed to providing her with the best possible experience.

************************ dispute was resolved in her favor, and credit has been applied to her account,which will remain a permanent credit on her account. A resolution letter has been mailed to ********************, which should arrive within 7-10 business days.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:02/24/2024
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.
Around October 17, 2023, I fell victim to complex scam operations orchestrated by ************************** Money was transferred from my DCU account in the total amount of ***** USD.
Business Response
Date: 02/26/2024
To Whom It May ********

We reviewed the complaint submitted by *********************** concerning a card dispute from November 2023.

We thoroughly investigated this matter in November 2023, and ************** was sent a notice of resolution. The dispute was resolved unfavorably, and **************, a participant in the transaction, was instructed to seek resolution with the merchant.

We reopened the dispute claim and reinvestigated it on February 26, 2024, and the resolution remains the same.

We consider this matter resolved.

Sincerely,

DCU Member Resolutions

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