Credit Union
Digital Federal Credit UnionHeadquarters
Important information
- Customer Complaint:BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24
BBB shared the findings and recommendations with Digital Federal Credit Union.
The findings appeared to show:
Frustration with Billing and Collections:
Frequent issues suggest customers are experiencing problems with account management, fees, or debt collection practices
Service Quality Concerns:
Recurring service-related complaints indicate dissatisfaction with the credit union's core offerings
Repair and Technical Issues:
Suggests problems with online banking, mobile apps, or other technical services
Customer Service Dissatisfaction:
Implies some customers feel their concerns are not adequately addressed
Digital Federal Credit Union on 7/21/24 responded to BBB with:
In addition to the frustration members may have with billing and collections and the service quality concerns
noted above, the BBB customer complaints analysis and recommendations report notes other trends including problems with online banking, mobile apps, or other technical services.
DCU has just integrated a new phone system and we are continually updating our digital banking and mobile
banking applications to meet the demands of today’s digital banking customer.
DCU is consistently reviewing our systems to ensure that we can deliver services that meet or exceed our Members’ expectations.
DCU maintains a complaint management program that ensures that each BBB complaint and other complaints are investigated and analyzed.
All fees and charges on billing statements are disclosed as required by state and federal law and regulation.
As part of our complaint management program, DCU reviews trends, spotlights and escalates issues, such as process breakdowns, inefficiencies, and system issues, and resolves such issues to prevent continuing negative impact to our members.
Complaints
This profile includes complaints for Digital Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 199 total complaints in the last 3 years.
- 72 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i filed a complaint with *** about a fraud charge on my account they locked my account and sent me a replacement card i cant activate the card because the lock, they said my account is overdrawn well yes the fraud made it that way i tried to fix this they won't allow me to use the closet branch to me which is a partner branch, they said i need to go to the *** branch well that's an hour away and i don't have a car all i am trying to do is pay my loan and clear this up. i asked if i can unlock my account and deposit the money after the fraud charge is returned, they don't want to help,
Business Response
Date: 01/26/2024
To Whom It May ********************* reviewed the complaint submitted by ******************* concerning an unauthorized transaction and a negative share account.
We have investigated this concern, and it was determined that the account was drawn negative before ************** reported the unauthorized transaction. All proper procedures were followed regarding transaction disputes,and provisional credit was provided to **************** account for the unauthorized charge.
************** is still responsible for the remaining negative balance in the account. As the Primary Owner of the account, he may visit a *** Branch (Digital Federal Credit Union) location to deposit the necessary funds and bring his account back to a positive standing. A Co-Op Shared Branch location may be used if a *** Branch location is unavailable. Please note that the *** account holder will need to contact our member service line once at the Co-Op Shared Branch location to assist with making the deposit.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:01/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wire transfer / Account lockedBusiness Response
Date: 01/19/2024
To Whom It May ********
We reviewed the complaint submitted by *************************** concerning a wire transfer and account access.We've thoroughly investigated this matter and determined that according to Digital Federal Credit Union's (DCU) Account Agreement for Consumers, **************** mishandled her account.
A letter outlining our findings and the account's status was mailed to **************** on January 19, ****. We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 01/19/2024
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.
[I got an email saying that the transfer I had initiated was cancelled but I still dont have access to my account via the mobile app. How can this be resolved ?.]
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,Whitney
Business Response
Date: 01/25/2024
To Whom It May ********
We reviewed the rejection response submitted by *************************** concerning a wire transfer and account access.
As stated in our previous response, we've thoroughly investigated this matter and determined that according to Digital Federal Credit Union's (DCU) Account Agreement for Consumers, **************** mishandled her account.
A letter outlining our findings and the account's status was mailed to **************** on January 19, ****. We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:01/11/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/8/23, I had a scam phone call from somebody who called as the *** credit Union. The incoming all on my cell said ***. They claimed they were following up on several charges that were made and kept sending me verification codes. It turns out the call was fraud and they took ****** from my checking account. The fraudsters said someone else from *** would contact me within the next couple days. After waiting two days and contacting the ***, I was informed on 12/10 that I was hacked, they verified the fraudulent charges, acknowledged the ****** was taken fraudulently and that I would be reimbursed within a few business days. I have contacted them several times with no resolution. All I want is my money. Been your customer over 40 years.Business Response
Date: 01/18/2024
To Whom It May ********************* reviewed the complaint submitted by ********************* concerning fraudulent activity on his account.
We have thoroughly investigated this concern, and it was determined that ****************** was the victim of a fraudulent phone scam. To rectify this matter, we submitted the necessary service request on December 21, 2023. A full refund of the amount taken was credited back to the member's account on January 10, ****. A letter outlining the resolution was mailed to the address on file on the same day and we consider this matter closed.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:01/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/09/2023 I have sent a letter to DCU to provide proof regarding the late payment. the Congress pursuant 15 U.S. Code ****b - Timing of payments, states that the creditor may not treat the payment late unless the creditor sent the consumer all the information required under 15 U.S. Code 1637(b) - Open end consumer credit plans 21 days before due date. I have requested from DCU a proof that all the required information by law was sent *************************************************************************************************** unverifiable then it cannot be reported to the *************************** as well as pursuant 15 U.S. Code ****a (2)(i) - Definitions; rules of construction the consumer report does not include the transactions and experiences between "Consumer" and "Person". DCU violated several FCRA laws by not obeying them and replied with some "Erroneous" responses which I will be attaching to this complaint. On 11/28/2023 DCU responded with letter that the information is correct but it is defiantly was not proof required by law. I have sent them my second letter on 12/15/2023 giving them a final opportunity to resolve the matter but they ignored it and on 01/08/2024 DCU responded that the disputed information is the same as the last one and refused to investigate.Business Response
Date: 01/17/2024
To Whom It May ************** reviewed the complaint submitted by *********************************** (Complainant) concerning a credit reporting issue 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: 01/22/2024
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.
Thank you for responding to my concern but I have limited time and this matter is urgent as I have to apply for some loans for my family and personal needs and the negative unverifiable information by DCU is a very big obstacle and inconvenience for me and my family. This is a final goodwill notice and you have *************************************************************************************************************************************************************** and will seek at least $1000.00 per violation per Credit **************** and remedies for deformation of my character. The paperwork you are providing to my disputes is totally different documents what law requires to provide and no one in ************************ is above the law. You are violating my rights failing to provide proof required by FCRA 15 U.S. Code **** (b) sent 21 days before the due date.
Violations:
15 U.S. Code ****a - Definitions; rules of construction
15 U.S. Code ****b (a)- Timing of payments
15 U.S. Code **** (b)- Open end consumer credit plans
15 U.S. Code ****s-2 (b)-Responsibilities of furnishers of information to consumer reporting agencies
15 U.S. Code ****n- Civil liability for willful noncompliance
Regards,***********************************
Business Response
Date: 01/24/2024
To Whom It May ********************* reviewed the complaint submitted by *********************************** (Complainant) concerning a credit reporting issue with Digital Federal Credit Union (DCU).
As stated previously, the Complainant also submitted this complaint to DCUs ********** regulator. As such, DCU supplied a response directly to the Complainant and our regulator.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:01/10/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 18 my DCU bank account was hacked and $5,000 was transferred to a fraudulent linked account, The ********************************************* fraud department was notified immediately of the situation. They said a credit was going to appear back on the account until the investigation was completed. The money was never deposited. After numerous phone calls and hours on the phone with the fraud department they have been given us the run around and no indication of a credit to the account. Originally they said to wait 10 business days, we are up to 15 business days and no response from DCU.Business Response
Date: 01/17/2024
To Whom It May ************** reviewed the complaint submitted by *********************** (Complainant) concerning fraudulent activity with an account at ********************** (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: 01/17/2024
[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:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Got a call this morning(1-3-24) from digital financial credit union saying I owed money from a car loan and personal loan out in ************* and I told them that I have never even been to ************* or ever even taken out any kind of loan so I need help figuring out whats going on. If someone got my information and is impersonating me or if its just the company.Business Response
Date: 01/11/2024
To Whom It May *********************** have reviewed the complaint submitted by ***************************** concerning the call he received from Digital Federal Credit Union ("***") on January 3, 2024.
We have thoroughly investigated this matter and found that ******************* was contacted by DCU's Collections Team through skip-tracing collections efforts in an attempt to collect on a delinquent loan(s). ******************* informed DCU's collections representative that he did not recognize or apply to have a membership, shares, or loans with DCU. Upon learning this information, DCU's collections representative opened an Identify Theft Claim with DCU's *************** Team and an investigation began on January 4, 2024.An Identify Theft packet, including a request for additional information, was sent to ******************** via Federal Express on January 5, 2024.
************************ Identity Theft Claim Investigation is still open,pending the return of the documents requested by DCU.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:01/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from DIGITAL EFCU, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: *********I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.*********,*************************************Business Response
Date: 01/10/2024
To Whom It May ************** reviewed the complaint submitted by ************************* concerning Credit Bureau reporting.
We have thoroughly investigated this concern and it was determined that ******************** Credit Card is being reported accurately, in accordance with Fair Credit Reporting Act (FCRA) regulations.
A letter detailing the findings of our investigation was mailed to ****************** on January 5, 2023. This letter also included documentation needed to proceed with the Identity Theft Claim and we consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:12/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I dont know where to start. This is really messed up with refinance. I never called anyone More than 100 times except dcu. Every rep I called each day they will say different things and different answers. I refinanced auto loans from **** of America to Dcu and both parties said lein holder transferred directly to dcu and Then later A month i was notified dcu never received it. after I called dcu that I got they said they will take care of it and after month they said i need to go dmv and change it and then i got mails from dcu and then after I went to Dmv and changed lein holder to DCU and sent email to dcu of the reciept and they again I called dcu stated I sent documentation and after a week I called to check and rep told they recieved it and will update status soon by email and after I never recieved any confirmation and again I got email from dcu missing something needed to resolve it soon if not the apr will be 18%.Business Response
Date: 01/04/2024
To Whom It May ************** reviewed the complaint submitted by ********************* ************************* concerning a transfer of lienholder on an auto loan.
We thoroughly investigated this matter and found some miscommunication from our agents during ********************** phone calls with DCU,which led to confusion and frustration.
We have received the perfected title with the correct lien holder information and communicated this information directly to ****************** via email and a mailed letter. We also confirmed and communicated that the interest rate on the loan did not increase and consider this matter resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 01/08/2024
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.
The concern all about is about just the mis communication. i couldnt type all the message I want to send to DCU. i was having bigger than this refinance. i was actually not able to make payments and online I keep saying my checking is changed and I did selected auto pay its not going through i deleted 10 to 20 times still its not going through and I even tried to pay like one time it keep on saying error maximum amount limit exceeded whenever I call dcu i was telling same story they rep told me it will go through dont worry once change the auto pay but never through until got dead end like finally got email i missed the payment and reported to credit bureaus and atleast on the email it says i can pay some internet speed pay which i paid right away alteast from debit card rather than to update checking account. I need this deleted from credit hisotry of alll this mis communicated happened to resolve this and pay 2 months to my balance.
Regards,Sunil
Business Response
Date: 01/18/2024
To Whom It May ************** reviewed the rejection response submitted by ********************* ************************* concerning loan payments.
We have thoroughly investigated this concern and could not locate any communication made to DCU (Digital Federal Credit Union) regarding assistance with making loan payments prior to a phone call with our Collections Team on December 27, 2023, and an email sent by ****************** on January 12,****.
During the call on December 27, 2023, ****************** agreed to make two loan payments on December 29, 2023. Both payments were not made. A response to the email from January 12, ****, was sent to ****************** with information on why previous payments on October 12th, November 29th and December 7th failed and what options were available to make payments going forward on January 17, ****, and January 18, ****. We consider this matter resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 01/23/2024
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.]
I don't accept this response they are not even responsible or didnt even know the process every rep gave me different suggestions how to change title and liens and making payments with the auto pay and all and I am still paying from speed pay since its not going from checking account. I need to DCU to remove the late Payment from Credit.
Initial Complaint
Date:12/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They turned me down asking for more info but denied it completely even after I gave them everything they wanted so Im filing a complaint for slander they cant tell me one reason why they denied meBusiness Response
Date: 01/02/2024
To Whom It May ************** reviewed the complaint submitted by *************************** concerning a denied membership application. We assure you that the slander claim was taken seriously and has been thoroughly investigated.
Upon careful examination, it was concluded that our New Accounts Team followed all proper procedures, and the decision to deny the application aligns with our procedures for all membership applications. The decision-making process for membership applications involves various internal considerations,including but not limited to regulatory requirements, risk assessment, and internal policies. DCU has confirmed that no slander was involved with the decision to deny the membership.
An email regarding the denial was sent to ******************** on December 27, 2023. While we understand that this may not provide ******************** with the specific information he was seeking; it is in the best interest of the organization and its members to maintain confidentiality in such matters.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:12/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have become a victim of identity theft, and I've observed unauthorized transactions and suspicious activities associated with my identity. I've taken the step of filing a police report, but I require assistance in resolving this issue. My goal is to recover the financial losses, clear my name, and I seek your help in removing this account from my ********************** report. Your assistance in this matter would be greatly appreciated.------------------------------DIGITAL EMPLOYEE FEDERAL Opened Oct. 13, 2017 Highest Balance $25000Business Response
Date: 12/29/2023
To Whom It May ********************* reviewed the complaint submitted by ********************************* concerning an Identity Theft Claim.
We have thoroughly investigated a previous claim of Identity Theft by **************** in September 2022 and denied the claim. Upon receipt of Ms. ******* most recent Identity Theft Claim, and this BBB Complaint received on 12/21/2023, we began a reinvestigation. We have once again denied Ms. ******* Identity Theft Claim. A letter was mailed to *************** on 12/29/2023 stating the reasons for the denial of her claim.
We consider our investigation and this complaint closed.
Sincerely,
DCU Member Resolutions
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