Complaints

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

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Digital Federal Credit Union has 11 locations, listed below.

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  Digital Federal Credit Union

  220 Donald Lynch Blvd Marlborough, MA 01752-4708

• 

  Digital Federal Credit Union

  1123 Central Street (MA 12) Leominster, MA 01453

• 

  Digital Federal Credit Union

  18 Lyman St Westborough, MA 01581

• 

  Digital Federal Credit Union

  11 Tobias Boland Way Worcester, MA 01607

• 

  Digital Federal Credit Union

  130 Lexington St Waltham, MA 02452-4633

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:02/23/2024

  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.

  I opened the account Primary Saving Account with DCU with **** % APR. After getting the approval to become a member I made deposits in the of $1100. Several weeks later I received notification that my account was locked. I contacted DCU to find out why this was happening. I was never given an actual reason for the account being locked except that it was locked "pending an investigation. I was asked some very uncomfortable questions about why I wanted to joint this credit union and where I got the money. I happen to work for the **** I have called DCU several time for an update on when I can expect my fund to be available and I am always told that investigation is ongoing and there's no timeframe for when I will be completed. In essence, they have taken my money and THEY are making interest on it while I AM NOT.

  

  Business Response

  Date: 02/24/2024

  To Whom It May ****************** reviewed the complaint submitted by *********************** (Complainant) concerning a membership review with Digital Federal Credit Union (DCU). 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

  Customer Answer

  Date: 02/24/2024

  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,

  *****

   

   

• Initial Complaint

  Date:02/20/2024

  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.

  *********************** ****************************************************************** October 31 2023 To DIGITAL FEDERAL CREDIT UNION This notice is to inform you that you have UNLAWFULLY reported an alleged debt to my consumer report. Under the NEW RULE REGULATION F, which took effect November 30 2021.You have violated the ***** ******* and its new rule by parking this alleged debt on my consumer reports. ***** and Desist the reporting of this alleged INQUIRE immediately or I will escalate this matter to legal action.I have not given written permission to put anything on my credit profile. Which means you violated 15 U.S. Code 1681b - Permissible purposes of consumer reports You have no Permissible purpose by law to contact THIRD PARTIES with my private information. Your offensives amount to AGGRAVATED IDENTITY THEFT, pursuant to 18 U.S. Code 1028A - Aggravated identity theft You have knowingly transferred, possessed, or used without lawful authority. A means of identification of me which is a FELONY punishable up to 2 years of imprisonment in addition to civil liability.I AM A LIGITIOUS CONSUMER I WILL NOT HESITATE TO TAKE LEGAL ACTION AGAINST YOU CREDIT COLLECTION SERVICE.15 U.S. Code 1692c - Communication in connection with debt collection.(a)Communication with the consumer generally: Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt(1)at any unusual time or place or a time or place known or which should be known to be inconvenient to the consumer. In the absence of knowledge of circumstances to the contrary, a debt collector shall assume that the convenient time for communicating with a consumer is after 8 oclock antemeridian and before 9 oclock postmeridian, local time at the consumers location;(2)if the debt collector knows the consumer is represented by an attorney with respect to such debt and has knowledge of, or can readily ascertain, such attorneys name and address, unless the attorney fails to respond within a reasonable period of time to a communication from the debt collector or unless the attorney consents to direct communication with the consumer; or (3)at the consumers place of employment if the debt collector knows or has reason to know that the consumers employer prohibits the consumer from receiving such communication.(b)COMMUNICATION WITH THIRD PARTIES Except as provided in section 1692b of this title, without the prior consent of the consumer given directly to the debt collector, or the express permission of a court of competent jurisdiction, or as reasonably necessary to effectuate a post judgment judicial remedy, a debt collector may not communicate, in connection with the collection of any debt, with any person other than the consumer, his attorney,a consumer reporting agency if otherwise permitted by law, the creditor, the attorney of the creditor, or the attorney of the debt collector.(c)CEASING COMMUNICATION :If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except(1)to advise the consumer that the debt collectors further efforts are being terminated;(2)to notify the consumer that the debt collector or creditor may invoke specified remedies which are ordinarily invoked by such debt collector or creditor; or (3)where applicable, to notify the consumer that the debt collector or creditor intends to invoke a specified remedy.If such notice from the consumer is made by mail, notification shall be complete upon receipt.(d)CONSUMER DEFINED For the purpose of this section, the term consumer includes the consumers spouse,parent (if the consumer is a minor), guardian, executor, or administrator.15 U.S. Code 1692c - Communication in connection with debt collection (a)COMMUNICATION WITH THE CONSUMER GENERALLY: Without the prior consent of the consumer given directly to the debt collector or the express permission of a court of competent jurisdiction, a debt collector may not communicate with a consumer in connection with the collection of any debt(1)at any unusual time or place or a time or place known or which should be known to be inconvenient to the consumer. In the absence of knowledge of circumstances to the contrary, a debt collector shall assume that the convenient time for communicating with a consumer is after 8 oclock antemeridian and before 9 oclock postmeridian, local time at the consumers location;(2)if the debt collector knows the consumer is represented by an attorney with respect to such debt and has knowledge of, or can readily ascertain, such attorneys name and address, unless the attorney fails to respond within a reasonable period of time to a communication from the debt collector or unless the attorney consents to direct communication with the consumer (b)COMMUNICATION WITH THIRD PARTIES Except as provided in section 1692b of this title, without the prior consent of the consumer given directly to the debt collector, or the express permission of a court of competent jurisdiction, or as reasonably necessary to effectuate a post judgment judicial remedy, a debt collector may not communicate, in connection with the collection of any debt, with any person other than the consumer, his attorney, a consumer reporting agency if otherwise permitted by law,the creditor, the attorney of the creditor, or the attorney of the debt collector.(c)CEASING COMMUNICATION: If a consumer notifies a debt collector in writing that the consumer refuses to pay a debt or that the consumer wishes the debt collector to cease further communication with the consumer, the debt collector shall not communicate further with the consumer with respect to such debt, except(1)to advise the consumer that the debt collectors further efforts are being terminated;(2)to notify the consumer that the debt collector or creditor may invoke specified remedies which are ordinarily invoked by such debt collector or creditor.I refuse to pay this alleged debit. Cease and Desist all collection activity regarding this alleged debt PROMTLY. Delete it from all consumer reporting agencies that have reported this inaccurate,incomplete, erroneous and misleading information at once.The reporting of such inaccurate information has caused serve damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purpose. You Credit ****************** and your inaccurate information reported has damaged my livelihood.15 U.S. Code 1681s2 - Responsibilities of furnishers of information to consumer reporting agencies (a)DUTY OF FURNISHERS OF INFORMATION TO PROVIDE ACCURATE INFORMATION (1)PROHIBITION (A)Reporting information with actual knowledge of errors A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.(B)Reporting information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency if(i)the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate; and (ii)the information is, in fact, inaccurate.In conclusion I have shown that CREDIT COLLECTION SERVICE have been put on notice that you are reporting inaccurate information. The continued reporting is a clear violation of the law 15 USC 1681s-2 of your responsibility as a Furnisher of information.You have caused me and my loved ones serve harm due to your negligence and inaccurate reporting. THIS IS A FINAL OPPORTUNITY TO cease and desist this erroneous inaccurate account from my consumer report.YOU HAVE 10 DAYS TO DELETE THIS ACCOUNT FROM MY CONSUMER REPORTS! OR I WILL TAKE LEGAL ACTION FOR CONSUMER LAW VIOLATION UNDER 15 USC 1681n, 15 USC 1681o and 15 USC 1692k.Delete following account from your records and all consumer reporting. Failure to respond satisfactory with deletion of above referred account and send it out free copy of my credit report. After changes are made, if not will result in legal actions will be taken against your company CREDIT COLLECTION SERVICES. For which I will be seeking $1,000 per violation for:1. Defamation of character 2. Negligence enablement of Identity Fraud 3. Fair Debt Collections practices ACT 15 USC 1692g violations 4. Fair Credit Reporting Act 15 USC 1681n violations for willful non-compliance or 616 civil liability for willful non compliance Thank you ***********************

  

  Business Response

  Date: 02/26/2024

  To Whom It May ********
  
  We reviewed the complaint submitted by *********************** concerning credit reporting and identity theft.
  
  We have thoroughly investigated these matters and determined that ************ is responsible for the personal loan application submitted to DCU (Digital Federal Credit Union) in December 2022. The credit inquiry was accurate per the Fair Credit Reporting Act (FCRA) regulations. A notice of resolution regarding the accurate reporting was mailed to ************ on 2.26.2024.
  
  We found no evidence to support Mr. ***** Identity Theft Claim. A letter outlining our findings was mailed to ************ on 2.26.2024, and we consider this matter resolved.
  
  Sincerely,
  
  DCU Member Resolutions

• Initial Complaint

  Date:02/19/2024

  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.

  Hello BBB. I need help from DCU rep to take care of this issue asap to address credit report no missed payments. Initially its all DCU fault and didnt told me I can pay from speed pay as an backup payment. this is all messed up my life and my credit history with one missed payment reported by DCU. I refiannced from **** of america to DCU on August and intially both parties are said they transferred the title to DCU and DCU confirmed they recieved the title and good to go and paid payments 3 moths and after november DCU started sending mails to that are still yet to recieve title and all and i was in imperession like DCu recieved why to bother now and worry and ignored. I got again and not able to make payment and I called 100 times dcu Every rep gave me different reason and solution and you have auto pay it will go through or try one time payment and it will go and it didnt go through or delete the checking account and try again no one never told me about speed pay until I recieved an email from DCu after the late payment reported to credit bureaus and states I can pay from Speed pay whatever it is, with this all mess up and title and I did sorted out the title by going to dcu and apply for duplicate title and paid right away. its all DCU fault. I need DCU to remove the credit reported the last payment was late. Kindly please do needful.

  

  Business Response

  Date: 02/21/2024

  To Whom It May ****************** reviewed the rejection response submitted by ********************* ************************* concerning Credit Bureau Reporting.
  
  We have thoroughly investigated this concern and determined that Mr. ******** Auto Loan with Digital Federal Credit Union (DCU) is being reported accurately. Our standard procedure is to submit updates to the Credit Bureaus on the last business day of each month. The December payment was not made until January 4,2024, accurately triggering the 30-day late reporting.
  
  DCU will contact ****************** with more account-specific information, which we cannot provide through this portal.
  
  We consider this matter resolved.
  
  Sincerely,
  
  DCU Member Resolutions

  Customer Answer

  Date: 02/23/2024

  Hello ****. Thanks for the update and all for your investigation! but whole reason is its totally DCU fault here when I refinanced my loan from BOA to DCU its been transferred I keep saying when I called on November and december the payments are not going through and they keep telling to me retry as one time payment or delete the payment option and retry and I did deleted the external checking and added again and make it as auto pay its not going through and I did another savings account even I was not able to add. the dcu says it will go through the date. finally after 30 days After missing payment and I got a email I can pay from speed pay which i paid asap why dont you gave me this option in the place whenever I called DCU and I calle dcu more than 100 times when dealing with lose title. I need this to be addressed. 
  

   

  

  Business Response

  Date: 02/27/2024

  To Whom It May ***************** reviewed the rejection response submitted by ********************* ************************* concerning credit reporting.
  

  We have thoroughly investigated these concerns and determined that Mr. ******** loan account is being reported accurately per Fair Credit Reporting Act (FCRA) regulations. DCU has contacted ****************** to report our findings and provide additional account-specific information, which we could not provide through this portal.
  

  We consider this matter closed.
  

  Sincerely,
  

  DCU Member Resolutions

• Initial Complaint

  Date:02/15/2024

  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.

  I opened a saving account with this bank on 2/10-2/11 because they were offering a good interest rate on their saving account. I deposited $1500 into the account and within 3 days agter opening the account it was locked because of 'suspicious' activity. I called multiple times to figure out what the problem was and I verified my personal information multiple times however they would not tell me why the account was locked and told me they would decide in 1-2 weeks whether or not they will unlock the account with my money still sitting in the account!!! I requested on multiple occasions to deposit the money back into my account until they reviewed the account without holding my money hostage but they were extremely dismissive and rude. I believe this company itself is acting extremely suspicious and may be conducting some kind of fraudulent activity themselves. They need to be investigated to find what they are up to and why they are holding people's money hostage like this.

  

  Business Response

  Date: 02/20/2024

  To Whom It May ***************** reviewed the complaint submitted by ************** (Complainant) concerning a membership review with Digital Federal Credit Union (DCU). 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:02/13/2024

  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.

  This company has no jurisdiction or authority too report on my credit report I have never done business with this company and dont know how they have obtained my information and I have spoken with them and they replied telling me Im not in there system but there reporting on my credit is like to report this for fraud

  

  Business Response

  Date: 02/22/2024

  To Whom It May ********
  
  We reviewed the complaint submitted by *************************** concerning an Identity Theft Claim.

  We have thoroughly investigated this matter and determined that ****************** is not responsible for the personal loan application submitted to DCU (Digital Federal Credit Union) in August 2023. We have requested that all inquiries/reporting by DCU be removed from ******************' credit report, which can take ***** days to be completed.   

  A letter outlining the findings was mailed to ****************** on 02.22.2024 and we consider this matter resolved.
  
  Sincerely,

  
  DCU Member Resolutions

  

  Business Response

  Date: 02/22/2024

  To Whom It May ********
  
  We reviewed the complaint submitted by *************************** concerning an Identity Theft Claim.

  We have thoroughly investigated this matter and determined that ****************** is not responsible for the personal loan application submitted to DCU (Digital Federal Credit Union) in August 2023. We have requested that all inquiries/reporting by DCU be removed from ******************' credit report, which can take ***** days to be completed.   

  A letter outlining the findings was mailed to ****************** on 02.22.2024 and we consider this matter resolved.
  
  Sincerely,

  
  DCU Member Resolutions

• Initial Complaint

  Date:02/02/2024

  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.

  This is a violation of 15 U.S. Code ****i (5)Removal of Inaccurate/ invalidated credit information. Please remove immediately.

  

  Business Response

  Date: 02/07/2024

  To Whom It May ********
  

  We reviewed the complaint submitted by ******************************************** concerning inaccurate credit report information.  
  

  We have thoroughly investigated this matter and determined that *********************************** is not responsible for the accounts or applications submitted to DCU (Digital Federal Credit Union).
  

  A letter detailing our findings and the proper steps taken to correct the situation was mailed to *********************************** on February 6, ****.
  

  Sincerely,
  DCU Member Resolutions

  Customer Answer

  Date: 02/07/2024

  [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,
  
  ********************************************

• Initial Complaint

  Date:02/01/2024

  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.

  DCU has originated/approved a personal loan to someone who has used my identity to do so. I am trying to reolve the issue and their *************** sent a followup letter stating that they believe the loan was not issued due to fraud, that no identity theft has occured. They have been less than helpful is trying to resolve this issue. I do not understand how they could claim they perfomed a thorough investigation and yet NO ONE from DCU reached out to me after my initial complaint (1/3/2024) and a followup ***** letter was received telling me of their findings. I am not responsible for this loan and never initiated an application nor did I receive any loan paperwork, much less any funds attributed to that loan ($18,000.00).

  

  Business Response

  Date: 02/09/2024

  To Whom It May ********************* reviewed the complaint submitted by ************************* concerning an Identity Theft Claim.
  

  We investigated this matter in January, and during that investigation, we did not find enough evidence to support the Identity Theft Claim. We reopened the investigation in February and determined that ************** is not responsible for the loan opened under his DCU (Digital Federal Credit Union) membership.
  

  A letter detailing our findings and the proper steps taken to correct the situation was mailed to ************** on February 9, ****, and we consider this matter resolved.
  

  Sincerely,
  DCU Member Resolutions

• Initial Complaint

  Date:01/29/2024

  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 regarding the status of my DCU Membership #******* and the way in which Digital Federal Credit Union has treated me due to a recent financial issue on my accountwhich I believe is uncalled for During the month of December 2023, a few events happened from life and money colliding: a devastating family matter, a financial issue with my auto loan, and a few other financial issues which caused several overdrafts on my main checking accounts. I had direct deposit from my employment on Checking Account #1 and with each deposit, the overdraft was cleared. The second checking account did not have direct deposit. Because the overdraft balance took the majority of my paycheck to bring positive, I was unable to make a transfer at that time. However, a deposit soon after came in to my savings account. Planning to transfer funds into the second checking account, I attempted to check my balance online, but soon found my access had been locked. I had not received any previous correspondence, email, or phone call warning me of this measure. When I called customer service, I was told that because my account had been overdrawn seventeen (17) days, all access had been restricted. I could not believe that DCU would take such severe steps against me without any forewarning. I do understand cancellation of overdraft protection and debit card locking until the balance is positive again; but I cannot understand how denying a customer access to check her account online to stay informed about the account statuses including the ability to transfer funds into the negative account to bring it current helps anyone.The way DCU has handled my financial issue within such a short time, knowing that I have a history of paying off my quick loan and overdrafts, has only made a financially and emotionally stressful time worse ten times over. I can sincerely state that I have never felt so humiliated by a banking institution in my over 25 years of banking.

  

  Business Response

  Date: 02/02/2024

  To Whom It May ***************** reviewed the complaint submitted by ********************** concerning her access to Digital Banking and credit reporting.
  

  We have thoroughly investigated these concerns and determined that *******'s loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA)regulations. Additionally, DCU followed all policies and procedures regarding our Limitation of Services Policy when blocking her access to Digital Banking due to her negative account balance.
  

  We will contact Theloni with more account-specific information, which we cannot provide through this portal.
  

  Sincerely,
  

  DCU Member Resolutions

  Customer Answer

  Date: 02/08/2024

  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. 

  Please see my email response to DCU below: 

  Dear DCU Member Resolutions Specialist,
  
  Thank you for your response to my issue regarding my DCU online and banking accounts. I am very sorry to hear that despite all of my checking accounts and Quick Loan being in good standing up until the December issue, DCU did not look at my history and know that I would do my best to bring my account current and immediately placed me in the "not good standing" category. Although I do understand the concern about a negative balance, in my experience such extreme measures are not taken until at least 30 business days have passed. From my account history, my main checking account had a larger negative balance and that was the one I took care of first. It would have been reasonable to assume that I would take care of the smaller negative balance soon after. In addition, I had made 100% of my loan payments on time. As I stated before, blocking my online account access has helped no one and I have been unable to transfer funds that had come into my savings account to bring the second negative checking account current. I also would like to add that if DCU had not been in such a rush to place the negative block, my checking account would have been positive before the 30 days. I have had a number of financial roadblocks and was doing my best to maintain and/or resolve any issue with my accounts reliably.  I do hope that with future customers, you will be willing to extend your patience past 17 days.
  
  I do wish to close all of my accounts at DCU. Please let me know if you will allow a payment arrangement to pay off the negative balances in my previous accounts--and how to proceed. 
  
  Thank you for your humiliation.
  
  Best Regards,
  **********************
  
  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
  

   

  To the BBB:  Thank you very much for allowing me to express my concerns. It has really provided some consolation in this humiliating banking experience.

  Best Regards,

  Theloni 

   

  

  Business Response

  Date: 02/12/2024

  To Whom It May ****************** reviewed the rejection response submitted by ********************** and have since corresponded with ****************** to address these concerns.
  
  We consider this matter resolved.
  
  Sincerely,
  
  DCU Member Resolutions

• Initial Complaint

  Date:01/25/2024

  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.

  I completed two applications ONLINE for membership, I provided the required documents. I was denied with the stated reason that my identity could not be verified using their electronic methods.After the second time, a DCU customer service agent advised me to download an application (editable PDF) and mail it into the credit union. I sent, via **** mail, to DCU a completed application including an authorization to transfer $115.00 my **** of America checking account where I have banked since 1986 (they sure can identify me), and a copy of my ******** driver's license, I included the membership fee for one of the recommended organizations that was offered to qualify me for membership in DCU since I reside in Virginia. I received an email with a secure request today from DCU for more documentation to be uploaded. I uploaded PDF copies of one of my utility bills showing my physical address and two of my bank credit card statements showing my same home address as is on my application to DCU . These were the items requested, and were dated within the last 30 days as required.I was once again denied with this ethereal "can't verify my identity". My Virginia State license is valid and true, as were the utility statement and bank credit card statements. DCU could have contacted the Virginia DMV, Suburban LP, Citi ****, and **************** if they didn't think what I sent them was valid and true. I am willing to have a Zoom Call or speak with them on the telephone to prove I am the man an US Citizen applying for membership. This denial excuse can not be that they could not identify me, rather it must be some other form of discrimination since DCU has not provided me with a actual reason when I asked agents for one. It comes across to me as a "secret-organization" where they don't want me. Would look into this for me so I can actually find out why they deny me membership and won't tell me the reason.I have invested time and effort in trying to find a good credit. I have none near me.

  

  Business Response

  Date: 01/30/2024

  To Whom It May ********************* reviewed the complaint submitted by *********************** (Complainant) concerning a membership application with Digital Federal Credit Union (DCU).

  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,
  DCU Member Resolutions

  Customer Answer

  Date: 01/30/2024

  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 # ********. ****** 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
  

  MY RESPONSE TO DCU's POOR RESPONSE TO THE BBB. 

  I look to the BBB to work for me to get a resolution to my complaint regarding DCU not providing me with the reasons for denial in detail.  The regulatory  agency the credit union has mentioned has closed the case based on my complaint not being a breach of banking law but rather of good business practice and proper customer service. I attached their email which also contains their suggestion that I go to other government regulators that would help me resolve my concerns with DCU aka DIGITAL Credit Union.  I believe DCU is trying to get out of responding to the BBB with appropriate information and rationale. If the regulator has closed the case, they have no need to respond.  ****** press them for a better answer. And for sure the BBB's purpose does relate to ensuring both businesses and customers treat each other fairly and professionally.  
  Regards,

  ***********************

   

   

  

  Business Response

  Date: 01/31/2024

  To Whom It May ******************** pruduential regulator has an open case for the Complainant's complaint. As such, DCU will be supplying a response to our regulator. 

  Sincerely,

  DCU Member Resolutions

  Customer Answer

  Date: 01/31/2024

  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. 

  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. 
   ***'s reply to the BBB stating - "***'s pruduential regulator has an open case for the Complainant's complaint. As such, *** will be supplying a response to our regulator." 
  I did complain to "***'s pruduential regulator"and I attached an email from this regulator showing that they closed the case and I quote from the email "we have determined that your concerns do not appear to involve a federal law or regulation for which the **** is the primary regulator.  Therefore, we are closing our file on this case..." **** is ***s pruduential regulator and **** believes that how I was mistreated by *** is not a breach of banking regulations. Even so, it most likely is a violation of some other government regulation.  
  Why would the *** need to answer a closed complaint? They should answer the BBB.  Why are they unwilling to provide a truthful answer to the BBB?  They are trying to get out of replying.  How can they maintain their excellent BBB rating with such conduct.
  As a potential customer I was denied the rationale and reason for denying me membership and opening a saving account at ***. *** only tells me that they can't verify my identity.  My question is WHY, and wont they tell me exactly what they can't identify.  My driver's license, my social security number, my address, my age, the color of my skin, etc. Any rational individual given such an excuse as "we can't identify you" would want to know why, and *** can't when other banks and government agencies can.  *** is possibly hiding behind the Patriot Act which in no way gives them latitude to mistreat potential or current customers.  
  Obviously, they don't want me as a member.  They dont want my money, strange when banks and credit unions must have members or account holders to survive. Is it that I'm almost 80 years of age, is it that I live in a county that is not a wealthy area of Virginia, is it my assumed ethnicity, etc.  Is it my credit score?  I want to know.  Being denied 3 times tells me they don't want me as a member because of something they don't like.  Everything about me can be verified by some means. They could just call me on the phone and talk to me, better do a Zoom call with me, and see that I'm a real living man. Im surely identifiable!  It appears to me that they don't want to verify me for reasons that they are fearful to provide.  
  Refusing to provide me with a reason for denial other than they can't verify my identity doesn't give me a chance to provide them with what they need to identify me.  *** wants me to just accept their meaningless reason for denial and allow myself this discrimination.  And it is discrimination in membership acceptance and for a business to that without sharing the exact reason for denial of membership may not violate banking regulations but surely it does other government policies. 
  I hope BBB can get an honest and truthful reply from ***. 
  
  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.
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/13/2024

  To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) concerning a membership application with Digital Federal Credit Union (***). The Complainant also submitted this complaint to DCUs ********** regulator, which is still being investigated. As such, DCU will be supplying a response directly to the Complainant and our regulator upon completing our investigation.
  

  Sincerely,
  

  DCU Member Resolutions

  Customer Answer

  Date: 02/14/2024

  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. 

  DCU sent me an email explaining their rationale for my deniels.  I will attach that email to this rejection response along with my answer to them.  ***************************** of DCU authored the email of explanation and told me to not contact DCU again. She told me to get lost!  Therefore, it appears as if DCU has no intention in working with the BBB and me to resolve my complaint.  And DCU's answer to the BBB basically tells the BBB they will provide their regulator information to get the regulator off their back. They already told me to get lost. I don't think their regulator replaces the need for the BBB and its willingness to act as a meadator with businesses and their customers. 

  Allthough the matter may qualify for a government regulartor's intervention especially if DCU is in violation of banking regulations which they may be.  My issue is a customer service issue regarding the treatment of DCU's potential and established members.

  People who make application to banks and credit unions must be provided with true and valid reasons for deniels as part of their operations requirements and their obligations to customers.  Truth in Lending for example.

  My complaint simply is asking why I was denied when I meet all eligibility requirements.  DCU should give the specific reason for the deniel, so I can either agree with the decison DCU made on the facts regarding me, or provide evidence that their information is false or incomplete. Since  they claim they can't validate my information, what's wrong with their validation process?  I would like to provide them with additional information if that is what they need.  I deserve  to know what is lacking, and if it is erronous be able to correct it.  For example, if it is my credit score being too low, i then can work to bring it up, and then reapply.  You will see when you read ************************'s email that they are unwilling to tell me the reason for security reasons and the inability of ther remote verification process to verify my information.   

  DCU as a member of the BBB tells me that they want to work out disputes and complaints to serve their customers in an upright and honorable manner.  This why businesses join the BBB.  

  I ask that DCU  answer this complaint through the BBB.

  
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 02/28/2024

  To Whom It May ****************** reviewed the complaint submitted by *********************** (Complainant) concerning a membership application 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
  
  

  Customer Answer

  Date: 02/29/2024

  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
  

  DCU refused to answer their regulator on my complaint to **** their primary regulator.  Yesterday I sent an email  to the BBB providing an update.  I attached it to this reply along with the **** response to me.  I recently asked **** to not accept such a reply from DCU and pursue the matter with more rigor. 

  Here is my update information.

  I would like to provide an update on my complaint regarding Digital Federal Credit Union aka DCU.
  
  DCU replied to the BBB complaint telling us that they will be answering their regulator rather than the BBB.
  
  As you can see from the notice, I received from their primary government regulator **** that they refuse to answer them as well.  See attached notice. 
  
  They are not being honest and have apparently lied to the BBB,  rather evasive.
  
  I believe DCU is doing everything they can to avoid dealing with their discriminatory practices and to possibly hide misconduct and regulatory breaches.  
  
  I reviewed some of the 205 BBB complaints that DCU has had in the past three years. Most of their replies have been cryptic and evasive, i.e., "we've investigated this and it's okay, nothing to see here..."  
  
  I also reviewed the 77 customer reviews on the ******************** website, and it seems as if DCU customer service is wanting and not acceptable as a public entity and chartered federal credit union, that does not pay income taxes at all as other banking and financial organizations do.  This is because credit unions are formed to serve and save money for their members.  DCU is a very large credit union that has become, according to my experience with them and my investigation of them, a non-caring financial institution that does at it pleases rather than what is good for its members and the banking community.  Their large assets and size attract greedy senior management, more focused on big salaries,expense accounts, and benefits for themselves than serving their membership.  
  
  How has DCU retained an A+ rating with the BBB?   The evidence that I have seen is it makes the ratings of the BBB meaningless.   I have a business in the BBB with an A rating, and its accredited, I had been proud of it, but now not so much. 
  
  I ask that the BBB demand DCU to answer my complaint with substance and sincerity.   And the BBB should reevaluate its rating of it. 

  
   

   

   

  

  Business Response

  Date: 03/29/2024

  Dear ***********************,
  We are in receipt of the complaint you filed with the Better Business Bureau (BBB) concerning your membership applications with Digital Federal Credit Union (DCU).
  

  DCU has already addressed your multiple complaints through the ***** and subsequently considers this matter to be resolved.
  

  For security reasons, DCU is unable to more specifically disclose the factors that contributed to our decision to deny your multiple membership applications. We determined that in each instance, we adhered to our standard remote information validation processes, and confirmed that no discrimination occurred.
  

  While we regret having to deny your applications, we suggest working with a local credit union. A local credit union could more easily achieve the appropriate level of identity validation in person. While you mentioned a lack of in-person access to credit unions, we note that there are a number of excellent credit unions in your area (including credit unions with flexible membership eligibility criteria), and you may find one that suits you at ************************.
  

  In light of your numerous inquiries, please note that this is DCUs final communication regarding this subject matter.
  

  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.]

  DCU has consistently side-stepped the fundamental issues within my complaint, using "for security reasons" and other meaningless and ambiguous terminology.  They claim to have addressed my issues with CFPB, their government regulator, and in fact they have not done so.  They told CFPB that I "may have been a victim of fraud" and refused to provide any more information regarding the actual factual reason for my membership denial.  Now, they attempt to get out of responding to my complaint with the BBB by telling the BBB that they have already addressed my complaint with their regulator.  They are not telling the truth.  I spoke with CFPB a few days ago and they are as concerned as I am regarding the conduct of DCU as expressed to me by their customer agent on a recorded line. 
  I can assure you and DCU that I have not been a victim of fraud but rather a victim of an unrepentant credit union, dba DCU, fraudulently denying me membership. Yes, they are committing fraud against me.
  There is no other explanation for the rationale for the denial other than discrimination, poor customer service including false advertising,and breach of good and honorable business conduct.  For a credit union owned by its members and operating for the good of the public their actions are shameful.  Just take a look at the many complaints recorded at the BBB and other forums.  
  Once I reviewed the many complaints concerning DCU it has become clear they are dishonest people operating a banking institution where the regulators have no real power to correct their poor conduct; thereby,making it evident there is more dishonesty going on within the ranks of its senior management.  And greed is most likely the fundamental driving force with senior managements governance and policies. 
  Even it they may have made a mistake in denying me membership, they would not admit it; such an attitude within a public service business is truly a moral cancer.
  So, where do we go from here?  Based on the significant number of documented complaints regarding DCU and their twisting of the truth regarding mine, DCU is not a bank worthy of any of their customers and as history consistently shows, will self-destruct.  
  Thus, I recommend to the BBB that a review of all of their many complaints made to the BBB be reviewed, and that the BBB reevaluate it good rating for DCU as a warning to others of their mistreatment of its members and potential members.  Of course, once the evaluation is finished share it with DCU and possibly their senior management may improve its operation.  

  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:01/23/2024

  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 have a personal loan with *** where I pay $183.41 a month every 1st of the month. On the month of December of 2023, I was facing financial difficulties and was unable to pay until January 1st of ****. I submitted that payment on January 1st of **** and I subsequently submitted another payment on January 7th, **** (for the original amount due on January 1st). *** immediately reported to all three credit bureaus (Equifax, Transunion, and Experian) that I had a missed payment of 30 days, even after paying it on the 30th day. I attempted to dispute it through all 3 credit bureaus and have a result of the information being accurate. I called *** on January 23rd, **** at approximately 2:50PM, where I spoke to a representative, who stated that I had to go through the credit bureaus and that there is nothing further they can do for me. The male representative stated they receive these types of phone calls all the time and that they direct them to contact the credit bureaus. The credit bureaus have directed me to contact the *** establishment directly to attempt to resolve the issue. I am looking for *** to remove the missed payment of 30 days due to the fact that I had submitted the payment within the 30 days. *** also has not updated the current amount owed to the credit bureaus

  

  Business Response

  Date: 01/29/2024

  To Whom It May ********************* reviewed the complaint submitted by *************************** concerning Credit Bureau Reporting.
  

  We have thoroughly investigated this concern and determined that ****************** Personal Loan with DCU (Digital Federal Credit Union) is being reported accurately. Our standard procedure is to submit updates to the Credit Bureaus on the last business day of each month. The December payment was not made until January, accurately triggering the 30-day late reporting. The updated amount owed after the January payment will be reflected in the submission to the credit bureaus made on January 31, ****.
  

  A notice of resolution regarding the accurate reporting was emailed to **************** on January 26, ****, and we consider this matter resolved.
  

  Sincerely,
  DCU Member Resolutions

  
  

  Customer Answer

  Date: 01/30/2024

  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. 

  
  To whom it may concern,

  I am writing to you in the attempt of reconsideration. I have been a customer with DCU for several years and wish to remain in good standing with DCU for further business in the future. I can assure you that this 30 late day payment will be the first and last occurrence. I was experiencing financial hardship at this time due to my father being hospitalized. I apologize for any inconvenience the late payment may have caused the establishment and to correct this matter, I have changed my loan to auto-pay so that the payments are directly removed at the appropriate time. I am asking DCU to remove the 30 day late notice from all credit bureaus so that I can continue to remain in good standing. Please consider my apology.

  Respectfully,

  *******************************

   

   

  

  Business Response

  Date: 01/31/2024

  To Whom It May ***************** reviewed the rejection response from *************************** concerning her credit reporting.

  DCU (Digital Federal Credit Union) will be responding directly to the member regarding the outcome of this request. 

  Sincerely,

  DCU Member Resolutions