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Business Profile

Credit Union

Digital Federal Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

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

Find a Location

Digital Federal Credit Union has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/16/2023

      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 called DCU in June 2023 to get a new car loan (was shopping around). We get to the last step, where ******* tells me the rate would be ****%, and I said I already got a better offer from a different place at ****% and would not be continuing with the application. She said she'd cancel the application. The call was recorded. Then about 2 weeks later I get a letter from DCU saying they DECLINED me because of Escalating Debt and Excessive Obligations In Relation to Income. My income is much much higher than average, my credit score is exceptional. I told them I was stopping the application so it was withdrawn.

      Business Response

      Date: 07/26/2023

      To Whom It May ***************** reviewed the complaint submitted by ************************************* (Complainant) concerning the credit reporting of their auto loan application with Digital Federal Credit Union (DCU).

      In the complaint through the BBB, the Complainant requests that DCU update their credit report, as a recent auto loan application was denied when the Complainant felt it should have been cancelled or withdrawn.

      DCU would like to note that credit pulls related to applications are just noted as inquiries on your credit report,and there are no notes to whether the related application was denied,cancelled, withdrawn, etc.

      After review of the Complainants credit report, no updates were made, as all information was found to be reporting accurately per the Fair Credit Reporting Act (FCRA), including all inquiries.

      DCU considers this matter resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:07/11/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable with Digital Federal Credit Union I do not have a contract with. they did not provide me with the original contract as requested.

      Business Response

      Date: 07/21/2023

      To Whom It May ***************** reviewed the complaint submitted by ************************* (Complainant) concerning their credit card loan ****** with Digital Federal Credit Union (DCU).

      According to our records, the Complainant paid off and closed the **** in 2018.

      On July 11, 2023, DCU received this complaint through the Better Business Bureau (BBB) from the Complainant claiming Identity Theft and that the **** was fraudulently opened.

      After reviewing the Complainants membership,on July 13, 2023, DCU sent the Complainant a request list of required items to be provided to DCU in order to proceed with our Identity Theft investigation,and as of July 21, 2023, we have not heard back from the Complainant.

      As was stated in the request list provided to the Complainant on July 13, 2023, if DCU does not receive the documentation requested within 30 days of the date of the letter we will assume the claim has been withdrawn and no investigation will be performed.

      Please provide the requested documentation by August 11, 2023, and DCU will proceed with the Identity Theft investigation.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:07/11/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with DIGITAL EMPLOYEE FEDERAL, I do not have a contract with DIGITAL EMPLOYEE FEDERAL, they did not provide me with the original contract as I requested.

      Business Response

      Date: 07/20/2023

      To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning their auto loan and credit card loan (Loans)with Digital Federal Credit Union (DCU).

      Upon receipt of this complaint, DCU began a debt validation investigation to determine the Complainants liability regarding the Loans.

      On July 13, 2023, DCU completed our investigation and determined that the Complainant is liable for the Loans, and confirmed the Loans are reporting accurately per the Fair Credit Reporting Act (FCRA). On the same day, DCU sent the Complainant a resolution letter detailing our investigation and determination, as well as, providing documented evidence of the Complainants liability for the Loans, including but not limited to, the Complainants signed Loan Note and Agreement.

      As DCU performed a debt validation and determined that the Complainant is liable for the Loan, and also confirmed the Loan is reporting accurately per the ***** we consider this matter to be resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:07/08/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am not liable for this debt with DIGITAL FEDERAL CREDIT UNION. I do not have contract DCU, they did not provide me with the original contract with my signature as i have requested.

      Business Response

      Date: 07/17/2023

      To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning their auto loan (Loan) with Digital Federal Credit Union (DCU).

      Upon receipt of this complaint, DCU began a debt validation investigation to determine the Complainants liability regarding the Loan.

      On July 13, 2023, DCU completed our investigation and determined that the Complainant is liable for the Loan, and confirmed the Loan is reporting accurately per the Fair Credit Reporting Act (FCRA). On the same day, DCU sent the Complainant a resolution letter detailing our investigation and determination, as well as, providing documented evidence of the Complainants liability for the Loan, including but not limited to, the Complainants signed Loan Note and Agreement.

      As DCU performed a debt validation and determined that the Complainant is liable for the Loan, and also confirmed the Loan is reporting accurately per the ***** we consider this matter to be resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:06/26/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to request the removal of unauthorized credit inquiries on my credit report, according to FCRA (****) 15 USC **** and CFPB. ** latest credit report shows 1 credit inquiries that I did not authorize. You're authorized to report anything I haven't given written and expressed consent to. If you can't prove I made these inquires knowingly, willingly of my own will you must remove it as such ...

      Business Response

      Date: 06/30/2023

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

      On January 17, 2023, the Complainant applied for a personal loan with DCU and agreed to a credit inquiry.

      Upon receipt of this complaint through the BBB on June 27, 2023, DCU conducted an investigation into the credit inquiry performed in relation to the Complainants personal loan application on January 17th. DCU completed our investigation on June 28, 2023, and determined that the Complainant had agreed to a credit inquiry, and therefore it was accurate and warranted.

      DCU sent you a letter detailing our investigation and determination on the same day, June 28, 2023.

      As we conducted an investigation and determined the credit inquiry was accurate and warranted, we consider this matter to be resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:06/21/2023

      Type:Customer Service 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.
      6/21/2023 Trying to redeem point from my **** Reward Credit Card account that I have for over 8 years, now I can't. I had issues in the past where ********************* from DCU Resolution Team Specialist helped me get my rewards and here we are again having issue getting rewards. I called in and the Rep that helped me was very unhelpful and stating I didn't have a rewards account when I did. So he would just forward my issue to another team where I have to wait 3 days or so for a reply back ridiculous. The website keeps say I need to be a Rewards member but again I am a rewards member I have redeemed points before so why change why can't I now? I would like someone from DCU to contact me on this matter as soon as possible. Because this will be the last time I do business with them and pull all my account from them if I continue to have issues and no **************** Rep can ever help fix anything. Please listen to the conversation I had with the Rep it sounds like another Rep needs further training .

      Business Response

      Date: 06/30/2023

      To Whom It May ***************** reviewed the complaint submitted by ************************* (Complainant) concerning their **** Rewards Credit Card with Digital Federal Credit Union (DCU).

      Due to an internal error, the Complainants **** Rewards Credit Card was switched from a Rewards **** to a normal ****.

      On June 26, 2023, the Complainants **** Rewards Credit Card was adjusted from a normal **** back to a Rewards **** and the Complainants access to their reward points was reinstated. DCU also notified the Complainant of this resolution on the same day.

      As DCU was able resolve the issue directly with the member and provide the desired resolution, we consider this matter to be resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:06/13/2023

      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 ties into my other complaint on sleep in where I head stayed. While being refunded two charges of $17 and some odd cents were charged to my account and the manager could not explain why told me to fight them. Before I was able to my father died, two weeks later my grandfather and two weeks later one of my co-workers also passed. I had to pack up my father's stuff and then move my stuff into my house when I was able to go into the bank they understood or so they said they did and went for the reverse of the transaction. They then subsequently unreversed that. I have no proofs to provide them and I am not happy with the way they're handling this asking me for proofs of how I paid at the hotel. That's not what they need they need proofs regarding these two transactions specifically.

      Business Response

      Date: 06/22/2023

      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 May 1, 2023,we received a transaction dispute from the Complainant and began our investigation.On May 10, 2023, we provided provisional credit and requested additional documentation by May 24, 2023, to complete our investigation.

      DCU did not hear back from the Complainant and received none of the requested documentation, so on May 25,2023, the Complainants transaction dispute was denied, and DCU sent the Complainant a letter detailing DCUs determination and informing the Complainant that the provisional credit provided on May 10th will be reversed on June 9,2023.

      DCU would like to note that if the Complainant contacts DCU and provides the requested documentation, we are happy to reopen and move forward with the transaction dispute. Otherwise, DCU considers this matter resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:06/05/2023

      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.
      To Whom It May *************** see below statement in the written explanation is too small to read on the dispute from.I made a full payment of $60 shown as full balance on DCU App for statement month 01/20/2023. Therefore, I didn't expect to owe anything after that as it is not the card, I typically use to make purchases. However, DCU has an adjusted interest rate after the fact with $3.79 on 02/21/2023.I was not aware of that as I had already paid the balance in full. I hadn't received any letter or email regarding the late payment from DCU. They continued to charge the interest rate and decided to block my ATM card which I have both personal and business accounts with DCU.I found out that the interest accumulates to $7.72 so made the full payment with the agent over the phone to clear my account. The most unbelievable thing that happened is that there is $0.05 cent occurred minutes after I made the full payment even DCU agent didn't understand why it happened. How am I supposed to know there is another hidden balance that will pop up out of nowhere right after I paid a full amount. The first time I made a payment on DCU app which I paid off the amount shown as the full balance. The second time I made the payment was after accumulating of hidden balance with the live agent over the phone and she told me the complete balance that I had to pay off. Then minutes later another agent saw another random balance popped up again.Therefore, the agent had to adjust and eliminated $0.05 to clear the account. Having said that, this is an error in DCU system. It's absurd to report any cardholder to me to the credit bureau over $3 without informing cardholder regarding the late payment. We have checking and saving accounts with DCU. I just couldnt phantom how this could happen to me. It is devastating to know that my credit is ruined after a long time of maintaining over something like this. Please kindly help me look into it and help me get my credit points back. I truly appreciate your help regarding this matter.Warm Regards,Sereyvathanak *********************

      Business Response

      Date: 06/15/2023

      To Whom It May ***************** reviewed the complaint submitted by Sereyvathanak Khieu (Complainant) concerning the credit reporting of their **** credit card (****) with Digital Federal Credit Union (DCU).

      According to our records, the Complainant had a recurring transfer from their DCU checking account to their **** for $60.00 every month and this transfer was not set up to pay the full statement balance. On January 3, 2023, the Complainant had a balance of $63.35, so when the recurring transfer of $60.00 was completed, the Complainant was left with a balance of $3.35.

      The following month, on February 3, 2023,since the Complainants balance was only $3.35, the $60.00 recurring transfer failed due to being greater than the total payoff balance, and the Complainant was sent an email alerting them of this failed transfer.

      This recurring transfer failed again on March 3rd and April 3rd, 2023, due to the reasoning stated above, and the Complainant was sent emails on both days alerting them of the failed transfers. As no payment was received until April 10, 2023, DCU reported the Complainant late for the month of March.

      DCU received the Complainants direct credit dispute on June 6, 2023, and after completing our investigation, determined that DCU is accurately reporting the **** per the Fair Credit Reporting Act (FCRA) and sent the Complainant a letter on June 7, 2023, detailing our determination.

      As DCU has resolved the Complainants direct credit dispute and provided them with a determination in a timely manner, we consider this matter resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:05/31/2023

      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.
      Starting on or before Saturday, 27 May 2023, DCU flagged my bank account as "under review", without notifying me. I found this out because some debit card transactions were failing while others were succeeding, and when I went to the app and online login, it said my account was locked.I called customer service, which advised me to wait around for the fraud department to call me. They could not tell me why the account was under review. They could not tell me WHEN the account was flagged. There was nobody who could help me, even if I went into a branch.I could not call the fraud department, I just have to wait for a call. When I do get a call, how will I know it's the real fraud department and not a scammer? Especially since my account was under review, so maybe there IS a scammer.Will my mortgage payment go through? Unknown. I am locked out and cannot use my money nor see how it's being used. Is my bank account drained? Unknown, I am locked out and cannot see the balance or recent transactions. What's my member number? Unknown, I cannot login to find out.I want to know why my bank account is under review and I'd like to get it unlocked, it's been AT LEAST 2 business days that I have been locked out, and AT LEAST 4 days that I don't have access to my money.I need a next step. Can I call the fraud department and know what's going on? Perhaps it's recent travel that they weren't notified of. Can I go into a branch and show my ID and know what's going on? (I was told no for these over the phone)

      Business Response

      Date: 06/09/2023

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

      According to our records, on May 25,2023, DCU was notified by a shared branch representative of potential unauthorized withdrawals made from the Complainants accounts at that shared branch location.DCU immediately locked the Complainants accounts and began a fraud investigation.

      On June 1, 2023, DCU completed our investigation and determined that the withdrawals made at the shared branch location were fraudulent. DCU immediately began processing a reimbursement and unlocked the Complainants accounts.

      On June 9, 2023, DCU successfully processed the Complainants reimbursement and deposited those funds into the Complainants accounts.

      As we have unlocked the Complainants accounts and provided reimbursement for the fraudulent transactions, we consider this matter resolved.

      Sincerely,
      DCU *************** Department

    • Initial Complaint

      Date:05/26/2023

      Type:Customer Service 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.
      On Wednesday 5/24/2023 I contacted Digital Federal Credit Union about a loan application for a new vehicle. Upon first speaking with a customer specialist, I was informed of my pre-approval for the amount of $50,000. After approximately 48 hours I followed up to confirm the status of my application however when I spoke to a customer care representative, they informed me DCU only offers loans up to 75% of your gross annual income. Due to the fact this information was never offered, nor did I have knowledge of DCU's policies I now have a hard inquiry on my credit report that negatively impacted my score and any future applications I may need. Due to the company not being transparent I feel the best course of action is to remove the inquiry so that I am not held accountable for something I had no control over and was an error on DCUs department and agents. I have attached the only documents I have at this time as I applied over the phone. If more documents are needed feel free to contact me at ********************* Thank you for your time.

      Business Response

      Date: 06/05/2023

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

      According to our records, on May 24,2023, the Complainant contacted DCU to apply for an auto loan in the amount of $52,000.00. During this contact, a DCU representative explained to the Complainant that they had a pre-approval for an auto loan in the amount of $50,000.00, but if the Complainant wished to move forward with the $52,000.00 loan amount, DCU would need to pull the Complainants credit. The Complainant agreed to these terms and gave DCU permission to pull the Complainants credit for the $52,000.00 auto loan application.

      As the credit pull related to the Complainants $52,000.00 auto loan application was accurate and authorized by the Complainant, DCU will not remove this inquiry, and considers this matter resolved.

      Sincerely,
      DCU *************** Department

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