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.
- 73 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:05/23/2023
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 March 30,2023 I ***************************** made a car loan payment of $352.06 through *** online payment services. After the transaction I got back the usual notification stating that payment made on 3/30/2023 was successfully submitted to *** with an attach confirmation number of #*******. Then on April 30, 2023 I go to make my next month payment for the same *** car loan and see my account is past due. The March 30, 2023 payment was never pulled out of my bank account and the *** online payment system falsely stated that payment went through successfully when It did not. I then called *** to dispute the error on 3/30/2023 and make sure that both 3/30/2023 and 4/30/2023 payment went through successfully. *** claims the error was not on there end which it clearly is and have reported me to the Credit Report with a bad ***** This is not right, I have gone through 2 car loans with ****************** Fargo and never miss a payment. I also have the evidence of the 3/30/2023 transaction which clearly shows the mistake in *** payment system. I also contacted my personal bank ********* which provided me with evidence showing funds where available for the *** payment on 3/30/2023.
Business Response
Date: 06/01/2023
To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning the credit reporting of their auto loan with Digital Federal Credit Union (DCU).
Upon receipt of this complaint on May,23, 2023, DCU performed an investigation into the credit reporting of the Complainants auto loan with DCU and found that on March 30, 2023, the Complainant made a payment from their ******* accounts that was not honored by TD. DCU was unable to confirm why TD did not honor this payment, but as a courtesy, on May 25, 2023, DCU updated the credit bureaus to remove the late April 2023 payment.
As of May 30, 2023, DCU has confirmed with all credit bureaus that the late April 2023 payment has been removed, and as such, we consider this matter resolved.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 06/01/2023
[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:05/23/2023
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 is refusing to take auto payments from me. The reason for this is I have fallen behind on a credit card I have with them. I believe they are waiting for my auto loan falls behind so they can repo my car. At the moment I'm only 2 weeks behind and that's because they have restricted my account.Business Response
Date: 06/01/2023
To Whom It May ***************** reviewed the complaint submitted by *************************** (Complainant) concerning their restricted membership and payments to their auto loan with Digital Federal Credit Union (DCU).
DCU has been in direct contact with the Complainant since receipt of this complaint on May 23, 2023, and have been working directly with the Complainant to enroll them in one of our Financial Assistance Programs and bring their accounts current.
DCU has not heard back from the member since our last contact on May 25, 2023, but will continue to reach out until we are able to resolve the Complainants concerns.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:05/12/2023
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 applied for financial relief in 2021 after being unemployed after covid. I was only given a small adjustment to a month or two, I was never given an actual relief it felt, so to say. Then when Sept/Oct of last year (22) rolls around and I am still experiencing financial hardship, I called DCU to inquire about the other programs they had because I was never able to choose what worked best for me. I spoke with someone who was incredibly adamant about me using the four months of covid relief courtesy attached to my account. It presented in a way that I had that to utilize and she even told me I did not have to go through the same application process as the previous one. She said I MIGHT have to answer a few questions. This was going to help me so much while trying to get back on my feet. She tells me my next payment will be due on January 15th. So time goes by and I assume I am okay and the relief will set in soon. More time goes by and I call and they made it seem like you havent been called about questions yet? and I said no, so then I answered those questions. Now we fast forward to January and there is still no relief and my credit is starting to tank. When I called they told me I was denied and that someone should have called me to tell me so. They absolutely DID NOT nor did I ever think that was an option. That should have been disclosed properly. So I contact them very distraught because my credit just dropped 80 points and I now am behind 4 months of $355 while I am unemployed with zero income/benefits. They said they would have to review the original phone call and let me know how things were perceived. I know for an absolute fact that I was completely mislead, however DCU did not take responsibility for this offered me ZERO alternative. My car is off the road broken, uninsured and unregistered because of my financial status yet they still took no responsibility for making my circumstances incredibly worse at a time I could not afford it.Business Response
Date: 05/19/2023
To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) concerning an account with ********************** (DCU).
We have been in contact with the Complainant and are working toward a resolution regarding this complaint.
Sincerely,
DCU *************** Department
Initial Complaint
Date:05/09/2023
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 deposited 11 money orders using the *** mobile application. Since then *** has locked my account citing potential fraudulent activity. I have spoken to customer service explaining the situation but no one is ready to listen or provide a timeline for resolution of the issue. Request to speak to fraud investigation department have been denied saying they will contact me when they need information. I have also mentioned I am ready to provide receipts etc for the money orders but those requests also fell on deaf ears. *** is refusing for me to have access to my funds not tell me what balances do I have. They are not providing and pathway or visibility into potential resolution timeline. Please help and prevent the strong arming of a customer when I am not doing any fraudulent activity.Business Response
Date: 05/19/2023
To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning an account with ********************** (DCU).
On May 8, 2023, DCU placed a restriction on the Complainants account to perform a review of recent transactions. On May 10, 2023, DCU removed the restriction on the Complainants account.
We consider this matter to be resolved.
Sincerely,
DCU *************** Department
Customer Answer
Date: 05/19/2023
[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:04/28/2023
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.
In feb 2023 i sent in a mortgage payment thru my ********************* payer the same as i usually do. I got contacted IN APRIL by my ************************* from the Collections Team Member at Digital Credit Union in April 2023 that i missed my February payment. I showed them the ****** Check and they said they never received it. I email ***** twice about this and no response so far , and there is no online way to initiate a dispute with DCU about a check they did not received BUT MY ****** ACCOUNT SHOWS the money was taken out of my account. ********************** made SO SO SO MANY MISTAKES in the last few years i ended up switching to ****** . Anyway , now i am out of $1,246 ... and DCU does not help me ... and ****** wants to change my account number which means i need to redo all my bill payers, my direct deposit ... i need to redo EVERYTHING ...because DCU i am guessing they deposited the money in the wrong account ... WHICH THEY DID BEFOREBusiness Response
Date: 05/05/2023
To Whom It May ***************** reviewed the complaint submitted by ********************************* (Complainant) concerning a missing mortgage payment to Digital Federal Credit Union (DCU).
According to our records, DCU received the alleged missing mortgage payment on February 28, 2023, and instead of applying this check to the Complainants mortgage, DCU erroneously deposited this check into the ******************** account instead.
DCU sincerely apologizes about the error in depositing the Complainants mortgage payment to their savings instead of applying it to their mortgage, and DCU is working directly with the Complainant and credit bureaus to resolve this issue.
Sincerely,
DCU *************** DepartmentCustomer Answer
Date: 05/05/2023
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.
I went THRU H*** ... first DCU made my mortgage payment late and somebody called me TWO MONTHS AFTER I WAS late ... they should have a way to notify people.
SECOND ... the first person i contacted dismissed my concern so i had to file a BBB complaint to get their attentionTHIRD if you call their customer service number you have to wait a minimum of FOURTY FIVE MINUTES to an hour and a half
FOURTH .... they did not put any information on the back of the check ... like the account number they deposited the check to THAT WAS A HUGE PROBLEM
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,******
Business Response
Date: 05/19/2023
To Whom It May ********************* reviewed the comments submitted by ********************************* (Complainant) concerning a missing mortgage payment to Digital Federal Credit Union (DCU).
As noted in our previous response, DCU sincerely apologizes about the error in depositing the Complainants mortgage payment to their savings instead of applying it to their mortgage, and DCU is working directly with the Complainant and credit bureaus to resolve this issue.
Sincerely,
DCU *************** Department
Customer Answer
Date: 05/22/2023
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.
DCU appologizes but they change NOTHING ... it is impossible to get in touch with them , you need to be on hold MINIMUM 30 minutes, sometimes an hour ... you get a representative that knows nothing and they say they will call you later and they never call you
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:04/12/2023
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.
Hello this is a serious warning to everyone who wants to deal with ***. I made a mobile check deposit on 3/3/2023. When I made the deposit I got an email saying "Deposit Reference #****** was accepted by Digital Federal Credit Union. This deposit should now be visible in your account." I went into the *** app on my phone to check if the funds were available and found out they weren't. I then got a call from *** saying there is a issue with my check deposit and that my account will be locked for a week and will either be unlocked and the deposit processed or the account closed completely and the deposit cancelled. After waiting for more than a week without any response from ***, I called them to inquire about my deposit for which they said my deposit is still under review. I asked for an ETA for which they told me they don't have a fixed time. I called them 10 days later and got the same answer that my check and account are under review. Called them again on the 4th of April after a month and I was given the same answer that it was still under review. I then explained to the lady on the phone that my money is stuck for a month after which she said she'll talk to another department and kept me on hold while she spoke to them. She then told me that my account will be unlocked and the deposited funds available in a day or 2 and that I'll be notified by an email. I waited for a day or 2 and even a week to see if I'll get an email and tried logging to my online account and it showed my account was still locked. I called *** again today i.e. April 12 2023 and the lady on the phone told me my account is still under review and she doesn't have an ETA on when it'll be unlocked and my funds available for me to use. Nobody at *** understands my pain and no one wants to be helpful to me regarding my situation. I moved to the US in December and was recommended *** by my cousin. I regret opening an account with *** and depositing a check. Its the worst decision I have taken so far during my stay in the US. I deposited a similar check in Chase 2 weeks before I faced this issue with *** and many since then and I never had any issue with them. I feel like someone simply put a fraud alert on my account and locked my funds for more than 6 weeks that had nothing to do with my check. Terrible customer service from ***. They are a business that do not care about the customer nor do they understand the pain it gives the customer when they lock the funds for weeks and months and I deeply regret opening an account with ***.Business Response
Date: 04/21/2023
To Whom It May ********************* reviewed the complaint submitted by ********************* (Complainant) concerning restricted access to an account with ********************** (DCU).
DCU reviewed the activity through the Complainants account and verified the check deposit. On April 13, 2023, we removed the restriction from the Complainants account.
We consider this matter to be resolved.
Sincerely,
DCU *************** Department
Initial Complaint
Date:04/06/2023
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 2021, I took out a DCU Quick Loan. In 2021 my wife and I both contacted COVID-19. We were both very sick and I lost my job. Ultimately due to less income the loan was charged off for missed payments. I contacted DCU and informed them of this. I sent a request for a settlement/hardship to try and rectify the account but my request was denied. I was first told that in order to be approved for the settlement I had to agree that I would not be able to use DCU services again which I was fine with. Months went on and I never received a response or update regarding my request. On April 6, 2023 I contacted them again to check the status of my request and was told it was denied. They could not provide a reason why and did not ask for any documentation regarding work or my sickness. This is the only negative account on my ********************** report but I feel it is wrong for me to be penalized for being sick. Something that was out of my control.Customer Answer
Date: 04/17/2023
I have not heard from the business in response to my complaint. I would like this account removed from my credit reports.Business Response
Date: 04/17/2023
To Whom It May ********************* reviewed the complaint submitted by *********************** (Complainant) concerning an account with ********************** (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 *************** Department
Initial Complaint
Date:03/31/2023
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.
This company is saying that I have a membership with them. I have no knowledge of a membership of any accounts. This needs to be removed and update it. Im trying to obtain a membership with them and now theyre telling me I had one with and account was According to the Fair Credit Reporting Act, Section 609 (a)(1)(A), you are required by federal law to verify - through the physical verification of the original signed consumer contract - any and all accounts you post on a credit report. Otherwise, anyone paying for your reporting services could fax, mail or email in a fraudulent account.I demand to see Verifiable Proof (an original Consumer Contract with my Signature on it) you have on file of the accounts listed below. Your failure to positively verify these accounts has hurt my ability to obtain credit. Under the ***** unverified accounts must be removed and if you are unable to provide me a copy of verifiable proof, you must remove the accounts listed below.I demand the following accounts be verified or removed immediately.Business Response
Date: 04/10/2023
To Whom It May ***************** reviewed the complaint submitted by ********************* (Complainant) concerning an identity theft claim with Digital Federal Credit Union (DCU).
On March 31, 2023, DCU completed an identity theft investigation and confirmed that the Complainant was not responsible for the accounts with DCU.
DCU promptly requested all inquiries/reporting by DCU to be removed from the Complainants credit report, and as of April 1, 2023, have confirmed that all inquires/reporting by DCU has been removed from the Complainants credit report.
On April 3, 2023, we notified the Complainant that they are not responsible for the accounts with DCU and that their credit reporting has been corrected.
We consider this matter resolved.
Sincerely,
DCU *************** DepartmentInitial Complaint
Date:03/02/2023
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.
Hello this is a warning to all customers I made a deposit on 2/25/2023 when I made the deposit it stated online my funds would be available ok my funds were not available on 2/27/2023 I called nobody I mean nobody wanted to help me concerning my funds I even talked to a supervisor no help so the next day I tried to login my online account and my account was locked I was not notified about a policy that locks your account next thing I know loss prevention is contacting me stating they cant verify my check and its my income tax check I was told it takes 4-7 business days but they are holding my check for the entire 7 days then told me when my check clear loss prevention will still be reviewing and investigating my account for what I dont Know I called **************** they stated my check was cleared 2/28/2023 I called and told a supervisor she told me if I get proof that my funds are clear she can do something why do I have to get proof DO YALL JOB everybody sitting around doing nothing now if I want any funds out my account I have to walk into a branch very big inconvenience because DCU locked my account and never notified me never told me anything the customer service is a 0 you know people can help you if they want to nobody wanted to help not even a supervisor because its not they money but I have been banking with this company I have direct deposit from my job going into this account I called Dcu today I asked to speak with loss prevention I was told no I was told my check with on hold until 3/6/2023 then after that my account will still be locked Im confused its seems like nobody wants to do there job the number to verify my check is on the front of the check so how cant dcu verify I feel like the first supervisor I spoke to put a Fraud alert on my account dcu locked my funds that had nothing to do with my check once again very poor and I mean poor customer service they are not for there customers at all i hate I ever opened this account with dcuBusiness Response
Date: 03/10/2023
To Whom It May ****************** reviewed the complaint submitted by ******************************* (Complainant) concerning a check deposit to an account with Digital Federal Credit Union (DCU").
We have released the hold on the funds from the check deposit and removed the lock from the Complainants account.
We consider this matter to be resolved.
Sincerely,
DCU **************************Initial Complaint
Date:02/28/2023
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.
I've sent notices via **** Certified Mail on 01/17/2023, 02/02/23, 02/21/23 that have not been responded to in reference to me being discriminated against with relation to a consumer credit transaction. On 12/12/2022 I submitted a credit card application in good faith excersing my right under The Consumer Credit Protection Act, which appeared to be approved but was subsequently denied. I have been discriminated against by DIGITAL FEDERAL CREDIT UNION and its agents have committed deceitful practices against me and gave misrepresentations of material facts in the handling of credit card application no: *******. It's evident that DIGITAL FEDERAL CREDIT UNION has been willfully negligent with addressing my concerns and ensuring that my consumer rights are not violated. Please note A national bank has no authority to lend its credit (******** vs. *************** ************** C.C. **. ****, Fed Cas. ****) and Any false representations of material facts made with knowledge of falsity and with intent that it shall be acted on by another in entering into contract, and which is so acted upon, constitutes fraud, and entitles the party deceived to avoid contract or recover damages (********* Refining Corn, vs. ******************** 92 F 26 817). Further, I would like to state that it is against federal law in accordance with the Equal Credit Opportunity Act to proclaim an adverse action against a consumer. Pursuant to 15 U.S.C. ****(c) and DCU assumes civil liability pursuant to 15U.S.C. ****(k), DIGITAL FEDERAL CREDIT UNION has violated my federally protected consumer rights; 15 U.S.C. ****, 15 U.S.C. 1681m, 12 CFR ****. Since the notice DCU sent me dated 02/03/2023 is both proof and evidence that I have been discriminated against, DCU is also criminally liable under 15 U.S.C. ****.Business Response
Date: 03/03/2023
To Whom It May ********************* reviewed the complaint submitted by ************************* (Complainant) concerning a loan application with Digital Federal Credit Union (***). The Complainant also submitted this complaint to DCUs ********** regulator. As such, DCU will be supplying a response directly to the Complainant and our regulator.
Sincerely,
DCU *************** Department
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