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:12/19/2023
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 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 requested
Business Response
Date: 12/27/2023
To Whom It May ***************** reviewed the complaint submitted by ******************************* concerning a loan that we have reported as a Charge Off.
We have thoroughly investigated Mr. ********** concerns upon receipt of credit disputes filed by him in October 2020, December 2020,June 2022, August 2022, September 2022, October 2022, November 2022, December 2022, February 2023, June 2023, September 2023, and November 2023. Our investigations concluded that Mr. ********** loan was being reported accurately, in accordance with the Fair Credit Reporting Act (FCRA)regulations.
Upon receipt of the most recent credit report dispute filed by ********************** in December 2023, an ******** Theft Claim Investigation with our *************** Team was opened based on the statement Claims true identity fraud, account fraudulently opened, included in the credit report dispute.
Validation of Mr. ********** debt and written off loan were sent by Federal Express to the address on file for **********************, which is the same address included in this complaint, on 12/21/2023. The package was delivered and signed for by ********************** on 12/26/2023. Information regarding Mr.********** ******** Theft Claim and a request for additional documentation were included in this package. ********************** is deemed responsible for the outstanding debt pending the outcome of the ******** Theft Investigation.
Sincerely,
DCU Member Resolutions
Customer Answer
Date: 12/27/2023
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,******
The information I received does not bare my signature on any forms confirming it was me that opened these accounts, I was only sent a bunch of account statements only, nothing with my signature confirming I did this.
Business Response
Date: 01/03/2024
To Whom It May ************** reviewed the complaint submitted by ******************************* concerning his credit reporting and identity theft claim.
We have thoroughly investigated this concern and determined that Mr. ********** loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations. All information regarding this was sent to ********************** via ***** on December 19, 2023.
A letter detailing the documentation needed to proceed with the Identity Theft claim was mailed to ********************** and delivered on December 21, 2023. We have not received any of the required documentation, and a second letter was sent on January 3, ****.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:12/08/2023
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 12/8/23, I had a scam phone call from somebody who called there were with DCU credit Union.They claimed a Wallmart charge was made and kept sending me verification codes.I go an email from my bank later that somebody changed by password and email address. It turns out the call was fraud and they put in a future transaction from my primary savings of 500.00.I worked with the bank to update all my information, but they said they couldn't delete the upcoming transfer or even contact the other bank (I have the bank name and ending account number) and would fix it all later after the money was transferred,This is totally unacceptable, and they had no other suggestion on how to fix this until it happens!Business Response
Date: 12/12/2023
To Whom It May ********************* reviewed the complaint received by ***************************** concerning fraudulent account activity.
We also received a complaint through our ********** regulator and will be responding to the member directly.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 12/12/2023
[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:11/30/2023
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.
See attachment for full details. This is the second notice and opportunity to cure. This is all for witness purposes.Business Response
Date: 12/11/2023
To Whom It May ********************* reviewed the complaint submitted by ************************* concerning an Auto Loan Right to Cure.
We have thoroughly investigated this concern in February,March, May, August, and December of 2023. During all these investigations, it was determined that Mr. ****** auto loan was being reported accurately, in accordance with Fair Credit Reporting Act (FCRA) regulations. In the most recent investigation, it was also determined that the request to take the principal balance of the loan to pay off the loan is not a legitimate payment option.
A letter detailing the findings of our investigation was mailed to ************** in February and delivered on March 1, 2023. The information in this letter is still applicable, and we consider this matter resolved, and will not be providing any further responses to substantially similar claims.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:11/28/2023
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.
As a victim of identity theft, I am asserting my rights under the **** for these items to be investigated and removed if unverifiable. Please find enclosed a copy of my identity theft report and any other supporting documents. According to the ****, particularly under 15 USC ****i, I am *********** a reinvestigation of these items within 30 days. If the disputed information cannot be verified, it must be deleted from my file. Furthermore, under 15 USC ****i(a)(5), if the information is found to be inaccurate, incomplete, or cannot be verified, you are required to promptly delete that item from my file. I also wish to assert my rights under the ****, which include: The right to have accurate and complete information in my credit report. The right to a fair and equitable process for resolving credit disputes. The right to have unverifiable information removed from my credit report. Please provide written confirmation of receipt of this letter, along with an updated copy of my credit report post-investigation. I also request the names and addresses of all furnishers for information and any records pertaining to this dispute.Business Response
Date: 12/07/2023
To Whom It May ********************* reviewed the complaint submitted by ******************* concerning an Identity Theft Claim.
Weve thoroughly investigated this matter, in July, August and November of 2023. During these investigations, we did not find evidence that supports the Identity Theft Claim.
A letter outlining the findings was mailed to ******************* and we consider this matter to be resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:11/28/2023
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.
Put a charge on a **** card on 8/26, paid the card off in full on 9/16, including interest payment, per the 'payoff in full today" amount stated on the account. Account had a zero balance. In November, received a notice that my account was past due, and that a late charge had been assessed. Account balance still showed zero. Was charged a late charge on a zero balance account. **************** continued to argue with me that the late charge was related to additional interest that was somehow accrued and not paid, even though the card clearly continued to show a zero balance and the late charge was assessed manually on a zero balance account. Was told that even though the balance on the card showed zero, I should have continued to go into the account month after month, and look not at the transactions or the balances on the card, but instead go into the card details and see if any amount was being shown on the payoff today line item. Then had to pay off DOUBLE the late charge to close the account. I do not believe that the late fee or the amount I had to pay are accurate or correct, and I am enraged that I was dinged for a past due account on a card that I had paid off in full less than 25 days after the original charge was made.Business Response
Date: 12/05/2023
To Whom It May ********************* reviewed the complaint submitted by ***************** concerning a late fee and accrued interest on her Credit Card account.
We thoroughly investigated this matter and found that the Digital Banking issue the member experienced is a known issue. We have also confirmed that there has been no late reporting sent to the Credit Bureaus.
Due to the information found during our investigation, we have refunded the late fee and interest charged to the account and contacted the member to apologize for the experience. We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:11/22/2023
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 am an identity theft victim. Unauthorized transactions and questionable activities associated with my identity have come to my attention. I've reported the matter to the police, but I still need help getting this resolved. I want to get my money back, clear my record, and ask for your assistance in getting this account taken off of my credit report. Could you please assist me with this?DIGITAL EFCU Account #:**********Date *********/**/2018Business Response
Date: 12/01/2023
To Whom It May ********************* reviewed the complaint submitted by ********************************* concerning an Identity Theft Claim.
Weve thoroughly investigated this matter, both in December of 2021 and November of 2023. During both investigations, we did not find evidence that supports the Identity Theft Claim.
A letter outlining the findings was issued directly to ********************************* and we consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:11/03/2023
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.
On November 2, 2023, I recently initiated a wire transfer from DCU to my other financial institutions.The following day, on January 3, 2023, I attempted to log in to my account to check the status of the wire transfer. However, I encountered difficulties accessing my account and was unable to proceed. Concerned about this unexpected issue, I promptly contacted DCU's customer service, who informed me that my account had been locked by their fraud department. Surprisingly, I had not received any prior notification regarding this alert. When I inquired about resolving this situation, I was informed that I would need to wait for further instructions to be sent via mail.As a result of this account lock, I find myself in a challenging predicament. All of my funds are currently inaccessible, and I have not been provided with any specific details regarding the reason behind this action or a timeframe for its resolution. This situation is particularly distressing as I have a newborn to care for and urgently need access to my funds.In an effort to expedite the resolution process, I promptly submitted a piece of identification paper bearing my signature, along with a photograph of my ID. Additionally, I have attached receipts documenting the occurrence of this issue. As someone who has never encountered such a situation before, I kindly request that this matter be thoroughly investigated and resolved as soon as possible.I appreciate your attention to this matter and look forward to a prompt resolution that will allow me to regain access to my funds. Thank you for your assistance in this regard.Business Response
Date: 11/10/2023
To Whom It May ************** reviewed the complaint submitted by *********************** (Complainant) concerning access to an account with ********************** (***). 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:10/12/2023
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 called on Tuesday October 12, 2023 to get a disclosure for opting out of credit reporting. I was informed by a lady name ******* that all yall disclosure forms is on your website. I looked on the website and none of the disclosures doesnt have where you can opt out of credit reporting. I would love to have a form that states that I can opt out of credit reporting according to 15 USC ****. I never received a disclosure on how to opt out of credit reporting for I will like to have one.Business Response
Date: 10/20/2023
To Whom It May ***************** reviewed the complaint submitted by ********************* (Complainant) concerning opting out of credit reporting with Digital Federal Credit Union (DCU).
On October 19, 2023, DCU provided a resolution letter explaining that DCU is required to report to the credit bureau per the Fair Credit Reporting Act (FCRA), and also validated your debts with DCU.
As such, we consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 10/20/2023
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:09/23/2023
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.
DCU has blocked my checking account, refusing me to have access to my funds. I WAS NEVER notified they were blocking my account, nor did I give any signed signature or acknowledgment for them to do so. How is it legal for a bank to withhold my money, and deny automatic bills; and yet I have to pay the late fees and charges?!? They are withholding me access to $2,200.Business Response
Date: 10/03/2023
To Whom It May ***************** reviewed the complaint submitted by *************************** (Complainant) concerning access to a checking account with ********************** (***). 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 *************** Department
Initial Complaint
Date:09/21/2023
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.
Every time i have an issue i need to file a BBB because their Secure Messages i get responses from idiots and when i call the wait time is over 30 minutes and half the times you get disconnected. -1- my company is changing how they pay us , I asked if the deposit of $1.23 on Sept 18 in account ********, if that is a valid direct deposit to keep my auto rate low -2- the first person (****** ) responded that i need at least $500 ... NOT RESPONDING TO MY QUESTION if that direct deposit is correct -3-then the 2nd person (******** L ) told me that i need $500. a month direct deposit and "Your rate is locked in as ****%" -4- i need to know why nobobdy told me in the last 1.5 years i need $500 direct deposit , if i can revert that , how my rate will lower if i get $500 direct deposit , if the Fidelity direct deposit id the right kind of direct deposit ...JUST IMPOSSIBLE TO GET STRAIGHT ANSWERS FROM DCUBusiness Response
Date: 09/28/2023
To Whom It May ***************** reviewed the complaint submitted by ********************************* (Complainant) concerning their recent inquiry with Digital Federal Credit Union (***).
On September 22, 2023, a DCU representative contacted the Complainant to discuss and clarify the requirements for their auto loan rate. We apologize for any frustration the Complainant experienced during their previous inquiries.Sincerely,
DCU *************** Department
Customer Answer
Date: 09/29/2023
[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.*************************** HELPED ME AND SHE WAS AWESOME
Regards,
*********************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.