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:08/14/2023
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.
The transactions were through DCU to a merchant via Cashapp back in April. There were three transactions totaling $33.33, said merchant in question never delivered on the product they promised to me even after I paid and when I tried to collect a refund from this merchant, they denied. I had forgotten about this until a couple weeks ago when I was disputing another transaction. I filed it, changed my debit card to a new one, and explained what happened. That the transaction was fraudulent due to said merchant never delivering on their product.Come to find out, even though my reasons for filing the dispute were very legit, I was STILL denied the disputed amount to be restored to my account. The reason, "I authorized the transactions", yet I had done so with another dispute as well, but I got the money back for that promptly.So inconsistency is the name of this game it seems, ***** I have to go this route but if I have to pull some strings to get what I feel should be the correct outcome? I'm more than willing to do so.
Business Response
Date: 08/24/2023
To Whom It May ***************** reviewed the complaint submitted by ******************************** (Complainant) concerning a transaction dispute with Digital Federal Credit Union (DCU).
According to our records, on July 31,2023, DCU received a transaction dispute from the Complainant regarding three transactions through CASHAPP totaling $33.33. DCU promptly began our investigation and, on August 11, 2023, completed the investigation and determined that the Complainant authorized all three transactions and CASHAPP performed the transactions as authorized by the Complainant.
On the same day, August 11, 2023, DCU sent a letter to the Complainant detailing our investigation and determination,as well as, informing the Complainant that any further dispute about the underlying goods or services connected with the three transactions must be handled directly with the person or business the funds were delivered to.
Regarding the Complainants statement on DCUs inconsistency in resolving transaction disputes, we would like to note that every transaction is different, and some may not be able to be resolved favorably based on the information found during the investigation. DCU performed a thorough investigation and provided a response to the Complainant detailing our investigation and determination within regulatory required timeframes. We consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:08/09/2023
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.
In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC ****. DIGITAL EFCU: #**********,has violated my rights. 15 U.S.C **** section 602 A. States I have the right to privacy. 15 U.S.C **** Section 604 A Section 2: It also states a consumer reporting agency cannot furnish a account without my written instructions.15 U.S.C ****c. (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. ****s-2 (A)(1) 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.Business Response
Date: 08/18/2023
To Whom It May ********
We reviewed the complaint submitted by *************************** (Complainant) concerning credit reporting on an auto loan (Loan)with Digital Federal Credit Union (***).
On August 14, 2023, DCU notified the Complainant that we are accurately reporting information regarding the Loan to the credit bureaus. We also provided the Complainant with details of the reported Loan late payments.
We consider this matter to be resolved.
Sincerely,
DCU **************************Initial Complaint
Date:08/07/2023
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.
I have opened Auto Loan on 10/10/2018 for 60 months term. The loan maturing date is 09/10/2023 as per the signed loan agreement. But I will still have $912.56 additional amount balance left in the loan account instead loan account must be paid-off after next month final payment as per the loan agreement. I reached DCU by phone and email but there is no proper explanation for this additional amount or resolution for this issue. Now DCU is forcing me to pay the additional amount and also changed the loan mature date 11/10/2023 without my approval.Any help in this matter is really appreciated.Thank you!Business Response
Date: 08/17/2023
To Whom It May ***************** reviewed the complaint submitted by Nagapadmini ****** (Complainant) concerning their Auto Loan (Loan) with Digital Federal Credit Union (DCU).
After reviewing the Complainants Loan, DCU recalculated the payoff for the Loan, provided the Complainant a refund for the difference in recalculated interest, and updated the maturity date of the Loan.
On August 15, 2023, DCU contacted the Complainant, went over the resolution in detail, apologized for the Complainants experience, and the Complainant expressed their satisfaction with the resolution during this call.
As DCU was able to resolve this matter directly with the Complainant and provide the desired resolution, we consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 08/17/2023
[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,
Nagapadmini ******Initial Complaint
Date:08/07/2023
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 I requested.Business Response
Date: 08/16/2023
To Whom It May ***************** reviewed the complaint submitted by *************************** (Complainant) concerning a Quick Loan (Loan) with Digital Federal Credit Union (DCU).
DCU received a complaint through the Better Business Bureau on August 7, 2023, regarding the Complainant stating that they are not liable for the Loan as DCU did not provide the original contact as requested.
Upon receipt of this complaint, DCU treated this request as a Verification of Debt request, and promptly began our investigation. On August 9, 2023, DCU completed our investigation and determined that the Loan is valid, and the Complainant is responsible for the Loan, and also determined the Loan is reporting accurately per the Fair Credit Reporting Act.
On the same day, August 9, 2023, DCU sent the Complainant a letter detailing our investigation and determination, and included the signed loan note and agreement for the Loan that was reviewed and signed by the Complainant on November 22, 2021.
As DCU has completed our verification of debt investigation and provided the Complainant with our determination and included the requested documentation, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:08/07/2023
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.
580-31-1332 1 May **** **************************************************************************** I am writing to formally dispute the accuracy and validity of a loan on my credit report. I have previously initiated disputes regarding this account, and it has been verified numerous times. However, I believe there are still unresolved issues with the reporting, and I kindly request a thorough investigation into this matter.I hereby DEMAND that your company will provide me "under penalty of perjury" with the following verified documentary evidence of alleged debt: 1.Copies of payments made to the loan servicer, which demonstrate my timely and consistent repayment history.2.Any evidence of communication between myself and the loan servicer regarding disputes, requests for corrections, or any other relevant matters.3.Provide verification and documentation that there is a valid basis for your firm's charge-off of the alleged debt. For example, can you provide a copy of the written agreement that created the requirement to pay and stipulates your terms for a delinquent account? ****** you determined that alleged debt is within the statute of limitations applicable to it? Tell me when you think the statute of limitations expires for this debt, and how you determined that; 5.Please explain how the added interest, fees or other charges are expressly authorized by the consumer agreement, creating the debt and permitted by law; Any insurance claims been made by any creditor regarding this account. Any Judgments obtained by any creditor regarding this account. Name and address of alleged creditor. Name on file of alleged debtor. Alleged account number. Date of original charge off or delinquency. Verification that this debt was assigned or sold to collector. Complete accounting of alleged debt. Commission for debt collector if collection efforts are successful.Business Response
Date: 08/16/2023
To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning their Personal Loan (Loan) with Digital Federal Credit Union (DCU).
DCU received a complaint through the Better Business Bureau on August 8, 2023, regarding the Complainant requesting DCU verify the accuracy and validity of their Loan with DCU and provide documentation to confirm the Complainants indebtedness to DCU.
Upon receipt of this complaint, DCU treated this request as a Verification of Debt request, and promptly began our investigation. On August 10, 2023, DCU completed our investigation and determined that the Loan is valid, and the Complainant is responsible for the Loan, and also determined the Loan has no negative reporting and is reporting accurately per the Fair Credit Reporting Act.
On the same day, August 10, 2023, DCU sent the Complainant a letter detailing our investigation and determination,and provided all the requested documentation, including but not limited to the transaction histories of all related accounts and the signed loan note and agreement for the Loan.
As DCU has completed our verification of debt investigation and provided the Complainant with our determination and addressed all the requested documentation, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:08/04/2023
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.
My DCU membership number *******. I am their member from almost 25 years. Some headstrong employees who are working from decades always trying to create problems to certain ethnic group of members (account holders).When I used to work for a different company All Pediatrics, the employer linked my account to their business account. The original request was to add employer account to employee. But, these headstrong people did in reverse. i.e. they added employer account to my personal account. In other words - if I logon to my personal account, I can see employer business account.Now the issue is - I am no longer working or associated with All Pediatrics. I submitted many requests to DCU to unlink from my personal account to All Pediatrics business account. DCU employees were insisting that All Pediatrics have to submit request, and they are forcing me to contact All Pediatrics to sign some documents and send them. I was keep on telling them - I am not asking to make any changes with my previous employer; I am asking to unlink my PERSONAL account with that business account. i.e. when I logon to my personal account, that account should not be shown and I should not have any authority to transfer money from/to that business account.All the replies from DCU employees shows extreme headstrongness and reckless.DCU employees are not understanding the basics. I am just asking to make changes to my personal account and NOT to business account.Business Response
Date: 08/10/2023
To Whom It May ***************** reviewed the complaint submitted by ************************** (Complainant) concerning the ability to view a business account with ********************** (DCU) through Digital Banking.
The Complainant had access to the business account through ********************** Banking because they were listed as an authorized signatory on the business account. On August 10, 2023, DCU removed the Complainant from the business account as an authorized signatory; therefore,the business account will no longer display in the Complainants Digital Banking.
We would like to note that DCUs standard procedure is for a business owner to request the removal of an authorized signatory from a DCU business account. We have no record of any requests from the business owner to remove the Complainant from the business account.
We consider this matter to be resolved.
Sincerely,
DCU *************** Department
Customer Answer
Date: 08/10/2023
[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:
Thank you BBB for resolving the issue.Still I see their headstrong comments saying they removed my access without business approval/notification. Their such activities should be reviewed by Consumer Financial Protection Bureau.
Regards,
**************************Initial Complaint
Date:08/04/2023
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 was using my online banking to check my accounts when I notice two transactions pending from ****** Airlines. One of them was for $1068.94 and $877.85 for the other one. I called customer service to report the transactions as fraudulent. They stated both transactions needed to clear. **************** helped put in a dispute. The worker investigating the dispute has denied them twice because my name is on the flight ticket purchased. I have called many times asking for a callback during 12pm -1:00pm as the department closes when I get home. I have not been able to connect with her. I spoke with her manager and her response was I do not have a crystal **** to tell you whats going to happen. In the meantime, I have no access to my accounts, no money for gas, a CC payment will post on 8/5/23 and my check that posted today has been taken since my account is negative. I have been to ********** ** branch and I get no help, I have called customer service several times and talked to **** at **** transaction department . I am not getting help from anyone.called ****** Airlines on 5/16 at 5:10pm, spoke with *****, a sup who could not find any off the transactions under my name. After receiving denial paperwork from ******* at DCU, I was able to file a dispute on 7/25 with ****, a supervisor at ****** Airlines for the$1068.94 she could not find the other transaction for $877.85. Additionally, ****** Airlines does not answer any of my questions. I am unable to resolve this matter, there are so many discrepancies such as my name, as the name has to match the passport and it doesnt, the email address, the time of purchase, I leave my house at 7:00am everyday, I work at 8am. I dont have a reason to fly to ***, I have no friends or family there. I would not buy a flight ticket a day that I am working and not show up for my flight. Despite all the above information provided, the dispute has been denied. I have attached a copy of a flight ticket purchased with the accurate info.Business Response
Date: 08/14/2023
To Whom It May ***************** reviewed the complaint submitted by ************************* (Complainant) concerning transaction disputes with Digital Federal Credit Union (DCU).
According to our records, DCU investigated and denied transaction disputes submitted by the Complainant regarding the following two transactions:
- ****** Airlines $1,068.94
- ****** Airlines $877.85DCU determined during our investigation that the Complainant had authorized both transactions and recommended disputing the transactions directly with the merchant, ****** Airlines.
The Complainant has continuously contacted DCU since our determination to deny the transaction disputes, requesting our determination be changed.
On August 3, 2023, DCU informed the Complainant that DCU has exhausted all legal options to resolve the disputes in the Complainants favor, and recommended again that the Complainant pursue ****** Airlines directly for a resolution, as there is no more actions DCU can take.
As such, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:07/20/2023
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.
My account has been blocked and put under review for no reason and funds and credit card accounts locked as well . I have a two month old daughter and my back account is locked this company is wrong for thisBusiness Response
Date: 07/28/2023
To Whom It May ***************** reviewed the complaint submitted by ************************* (Complainant) concerning a review on their membership with Digital Federal Credit Union (DCU).
According to our records, on July 20,2023, DCU locked the Complainants accounts and membership due to being unable to verify information provided and began our review.
As of July 28, 2023, the Complainants accounts and membership remain locked and under review. DCU has communicated to the Complainant that we will contact them if we have any questions, if we require additional documentation, or once our review is complete.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:07/20/2023
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.
My account at DCU is suddenly under review. One minute I was asking about an issue with linking an account, and the next, its under review. This is my *********. With all my accounts and bills attached. I need in today to not miss bills and further debt. Nobody will answer me about how long this will take, when I will recieve a call, or how to get back in. The customer service agent would not let me talk to anyone but her and im suppoxed to wait weeks on end for a letter to come to me in the mail. Im in the middle of moving too. So i have no money for food, for shelter, for my bank bills. Real classy, DCU. I shouldnt have switched to this bank as my main. A disappointment.Business Response
Date: 07/28/2023
To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) concerning access to their accounts with Digital Federal Credit Union (DCU).
According to our records, on July 20,2023, the Complainants accounts were locked and placed under review due to suspicious activity and not being able to connect with the Complainant to confirm the suspicious activity was authorized.
On July 21, 2023, after getting in contact with the Complainant and confirming the suspicious activity was authorized by the Complainant, DCU unlocked the Complainants accounts and restored full access.
As DCU was able to resolve this matter directly with the Complainant and provide the desired resolution, we consider this matter to be resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:07/18/2023
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 was accidentally charged a lot of overdraft fees on my account cause I didnt have enough funds in my account. Ive been a loyal customer with DCU for over 10 years. Ive been struggling to pay my bills and make ends meet taking care of my kids and family. I will like if you can please have the courtesy of refunding me all the overdraft fees I was charged. Please call me at ********** to resolve this issue, thank you.Business Response
Date: 07/28/2023
To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning insufficient funds fees (NSF) incurred with Digital Federal Credit Union (DCU).
According to our records, on July 19,2023, DCU spoke with the Complainant and agreed to provide a courtesy refund of nine NSF fees incurred over the period of May 19, 2023, through June 1, 2023.On the same day, July 19, 2023, DCU processed and deposited the refund totaling $135.00 into the Complainants checking account with DCU.
As DCU was able to resolve this matter directly with Complainant and provide the desired resolution, we consider this matter to be resolved.
Sincerely,
DCU *************** Department
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