Complaints

This profile includes complaints for Digital Federal Credit Union's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Digital Federal Credit Union has 11 locations, listed below.

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  Digital Federal Credit Union

  220 Donald Lynch Blvd Marlborough, MA 01752-4708

• 

  Digital Federal Credit Union

  130 Lexington St Waltham, MA 02452-4633

• 

  Digital Federal Credit Union

  60 Worcester Rd Framingham, MA 01702-5312

• 

  Digital Federal Credit Union

  131 Gold Star Blvd Worcester, MA 01606

• 

  Digital Federal Credit Union

  225 Shrewsbury St Worcester, MA 01604

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.

• Initial Complaint

  Date:02/23/2023

  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.

  SUBMITTED AN AUTO APPLICATION DIGITAL FEDERAL CREDIT UNION. THEY DECLINED MY APPLICATION AND ADVISED ME THAT THIS WAS DUE TO THEM NOT BEING ABLE TO "VERIFY INFORMATION THEY REQUESTED" WHEN I ASKED WHY NOT THEY ADVISED ME THAT IT WAS INTERNAL INFORMATION ONLY. THIS WAS A HARD INQUIRY ON MY CREDIT AND THEY CANNOT ADVISE ME WHY THEY DECLINED ME. THEY REQUESTED DOCUMENTS TO SHOW MY PHYSICAL LOCATION WHICH I PROVIDED MY BANK STATEMENT AND PAYCHECK STUB TO SHOW MY PHYSICAL LOCATION IN NORTH HOLLYWOOD. THEY COULD NOT TELL ME WHY THIS WAS DECLINED AND WERE BEING EVASIVE. I NEED EITHER A RESPONSE BACK AS TO THE EXACT REASON THEY COULD NOT APPROVE ME OR TO REMOVE THE HARD INQUIRY OFF MY CREDIT REPORT.

  

  Business Response

  Date: 03/03/2023

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

  DCU declined the Complainants Application. On March 1, 2023, DCU sent to the Complainant a Notice of Adverse Action explaining that we were unable to verify the information provided by the Complainant. For security reasons, we are unable to disclose what factors may have contributed to the denial.
  

  We consider this matter to be resolved.
  

  Sincerely,
  

  DCU *************** Department

  Customer Answer

  Date: 03/03/2023

  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:02/16/2023

  Type:Product 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 received an email notification saying that Account has been suspended where I couldn't access my online account or the funds in the account. There was no letter explaining the reason or what happens or how long this review will take. Absolutely no information other than just the email notification saying Suspended. I called the *********** number and talked to *******... I was keep on hold for more that 20 minutes without any reply... thus, I called on a second line and talked with ******... and was put on hold as well... after more than 30 minutes , ******* showed up and said that the responsible department was closed and I had to call back again between 8am to 5pm.... However.. I called way before 5pm.... I requested a complaint about what happened and was given a Interactive # ******** ..****** basically told me the same thing... that nothing could be done and that I had to call back...I went to BBB and could see that this has happened to others as well so I am reaching to BBB's help in resolving the issue.

  

  Business Response

  Date: 02/24/2023

  To Whom It May ********************* reviewed the complaint submitted by ********** Pan (Complainant) concerning a review on their membership with Digital Federal Credit Union (DCU).
  

  The Complainants membership and accounts are still under review. DCU will remove the lock on the membership and accounts once the review is completed. 
  

  Sincerely,
  

  DCU *************** Department

• Initial Complaint

  Date:02/12/2023

  Type:Billing Issues
  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 recently applied for a DCU personal loan and was approved as of 1.11.23. My original request was for *********. Underwriting responded and countered with a ********* offer. I accepted the offer and continued to proceed with the disbursement of the loan.Required documents for my loan were as followed:Become a member at DCU, Submit proof of residence (utility bill, bank statement), I then applied for a personal checking and savings account at DCU shortly after receiving the approval for the loan.The information I submitted for the membership were my SSN, DOB, Current Mailing address and membership fee of 10$ The information used on the membership matched the information on the personal loan. After submitting the application I was instantly denied due to lack of positive authentication. Upset with that resolution I called to get further insight on why that *** have been the case. The representative informed me they would not be able to give me an exact answer but alluded to chexsystems being the system they use to approve or deny applications. I proceeded to do some due diligence and contact chexsystems and dispute any and all negative information on my report so that it was clean and clear. After a few business days I pulled a new report and saw that my address was updated, inquiries were removed and correspondence from chexsystems representatives stated I should have no issue being approved for a membership at any Credit Union or Banking institution especially not in regards to failure to authenticate my identity.While on the phone with the representative at DCU I was transferred to numerous departments to help remedy the situation. In the end nothing came of it as DCU stated my identity could not be verified by the back office team in the ************************ Which seemed conflicting based on previous correspondence stating chexsystems determines memberships. I was even required to submit documentation which was never an option in previous apps.

  

  Business Response

  Date: 02/13/2023

  To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) concerning account applications 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

  Customer Answer

  Date: 02/16/2023

  [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:02/09/2023

  Type:Product Issues
  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 submitted the Mortgage Payoff Request Form on 12/30/2022 and have had no reply.

  

  Business Response

  Date: 02/15/2023

  To Whom It May ********************* reviewed the complaint submitted by ********************* (Complainant) concerning a solar loan (Loan) payoff request through Digital Federal Credit Union (DCU).
  

  On February 14, 2023, DCU sent to the account owner payoff information pertaining to the Loan.   
  

  We consider this matter to be resolved.
  

  Sincerely,
  

  DCU *************** Department

  Customer Answer

  Date: 02/17/2023

  [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,
  
  *********************

• Initial Complaint

  Date:02/04/2023

  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.

  Deposited a check for **** on Friday 2/3. I got an email shortly before 5 p.m. Saying it was a accepted. I logged into dcu to make sure it was there and to pay my auto loan with them ...to find they accepted it so it's not like I could delete a deposit held for review and my money was not there though.Called customer service at their toll free number at roughly 7:30 pm and she said it's a problem and it would be fixed in a few hours so check then which obviously they were told to say to shut people up bc when I checked at 11:30 pm and then early this morning it's not there ...they also close early today so I can't make it before 12 to speak to an actual branch due to their employee appreciation day yet they leave all customers without access to their cash ...Also last year they were going to fix this issue of me having to wait for a check drawn on my own bank deposited to this credit union. If I made two checks up totaling the **** they wouldn't have a problem ..been with them 11 years no problems and always current on my loans it's nice that they reward that with this garbage

  

  Business Response

  Date: 02/13/2023

  To Whom It May ***************** reviewed the complaint submitted by *************************** (Complainant) concerning a mobile check deposit to an account with Digital Federal Credit Union (DCU).

  On February 3, 2023, the Complainant deposited to DCU a check via mobile deposit. On February 4, 2023, DCU made the full amount of the check deposit available to the Complainant.
  

  We consider this matter to be resolved.
  

  Sincerely,
  

  DCU *************** Department

• Initial Complaint

  Date:01/24/2023

  Type:Product 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 save on fees from other banks I opened a personal and business account at ***. I funded the business account from my biz account from another bank (PNC) and funded my personal from my other personal accounts. All accounts are owned by **** initiated a wire from my dcu account to another account that I own at another lending institution as we are making a large purchase from this other LLC.After talking to wires and sending the requested documents I received an email stating all my accounts were suspended. Of course I called. They asked if all the money transferred was mine - I stated yes - as it is. They asked for proof - I sent it. I also sent proof that the business-to-business transfers and all the outbound wire information was also all mine.I offered to do a zoom video so they could see me log in to these accounts but ultimately they just wanted me to email copies - I sent copies of EVERYTHING.After several phone calls, a letter to the *** (with no response) they continue to tell me they are reviewing the information and they can NOT give me a time line on when my money will be available. I can certainly understand needing to verify - totally get it. And I sent all that verification in. But to tell a NEW customer that they can essentially keep your money as long as they see fit is just unacceptable and scary!Again - they received ample proof that every DIME that was deposited in my 2 DCU accounts were owned by me. Because I am only allowed **** words I will leave it there - but basically they froze my money, asked for proof - and they received it - now they say "one day you can have your money back but we sure can't tell you when". This is causing me emotional and financial stress and I am under contract to purchase equipment for my company that I can't honor as you are holding on to my money with no date or timeline as to when this madness will end.Please release my funds to me ASAP as it's - MY money - not yours and I proved that

  

  Business Response

  Date: 02/03/2023

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

  On February 1, 2023, a DCU representative contacted the complainant and confirmed with them that DCU had completed our review and had removed the suspension.

  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 *************** Department

• Initial Complaint

  Date:01/20/2023

  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'm here because months ago I dealt with an issue and I still have issues with a particular thing happening with *** in there account alerts. I signed up to have text alerts of my account balance every Monday and Friday! I know it is up to me as an individual and customer to be on top of my banking! However, that being said, when somebody signs up for text alerts they expect to get the correct account balance! I have filed an investigation, spoken to multiple branches and to get to my avail. Have not heard anything about it. They need to tap this corrected with their vendor. If we are going to pay the fees that we pay to bank with this company I expect every alert to be 100% on point! *** has not corrected this issue where if you have a negative balance, it does not send you a negative balance. It only sends you for instance $17.84. now to me that means positive because if it wasn't they should be a negative symbol meaning that my account is negative. At one point I thought I had $10 in my account and because I am not working and healing from an injury I thought okay well $10 is still positive. Well lo and behold no it was negative $10. And then it was negative more than that and then my account was closed after 15 days because it was a incorrect balance reflection! I now know I have to physically log in and make sure I look because the app alerts are useless. If they are not going to let you know 100% where your account status is! This is fraudulent and can really mess up people that are in financial crunches fix this or you probably will be sued down the line. It's a huge issue and it's false information in your app is not doing what it's supposed to! There is no way to rebuttle this as it is a fact and I have proof I've already emailed the *** bank after speaking to representatives into which you guys have done absolutely nothing about. It has been over 3 months and we are still facing the same issue. It's a digital app. It can be fixed very quickly!

  

  Business Response

  Date: 01/30/2023

  To Whom It May ***************** reviewed the complaint submitted by *********************** (Complainant) regarding Digital Federal Credit Union (DCU).

  On January 27, 2023, we contacted the Complainant directly to address their complaint.  

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

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising 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 bought solar panels from PowerHome Solar (aka ************* and they offered me two options for loan payment through GoodLeap and DCU. I chose GoodLeap, but they filed both applications and double billed me for one product. They opened a loan in my name with DCU for a different dollar amount than what my purchase agreement says. I contacted all the companies involved starting in February of 2022, and by June they had found the issue that *********** double billed me. They sent an email to ******************** and DCU requesting that the loan be canceled and our money refunded, on June 9, 2022. I had since contacted both companies by phone and both companies say the other company is responsible for cancelling loans. Additionally, I had a lawyer represent me through legal shield, and they sent a cease and desist letter to DCU explaining the issue and that I will be not be paying anymore. I cancelled automatic withdrawals in August of 2022. DCU sent back a letter from their legal team explaining that everything is in order on their end and they will not be cancelling the loan. This is against what *********** said. Additionally, since stopping payments in August, they have continued to send bills to us in the mail, and dinged our credit score. Our credit score has dropped 100 points due to them and their wrongful loan charge to us. They have stolen $7000+ from us and continue to bill us for a wrongful $26,460.00 loan.

  

  Business Response

  Date: 01/20/2023

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

  DCU previously investigated the matter noted by the Complainant. Please refer to the response dated September 27,2022, which the Complainant provided with the submission to the Better Business Bureau.  
  

  We consider this matter to be resolved.
  

  Sincerely,
  

  DCU *************** Department

• Initial Complaint

  Date:12/27/2022

  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.

  There have been four fraudulent transactions on my debit card offered by DCU. DCU is denying all liability and saying that the transactions are valid. However, this is not right. I have lost $792.20 as a result of the fraudulent charges. More than likely, there has been a data breach at DCU or a DCU employee has leaked my personal information to enable others to make copies of the debit card. I request you to please look into this issue.

  

  Business Response

  Date: 01/04/2023

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

  According to our records, DCU received a transaction dispute from the Complainant on December 6, 2022, regarding five transactions totaling $792.20 that the Complainant claimed were unauthorized. DCU promptly investigated this dispute and on December 16, 2022, determined that the transactions were valid. DCU promptly informed the Complainant of this determination and that they may have the right to settle this dispute directly with the relevant merchants should they wish to pursue this further.

  As DCU has already investigated this dispute to its full extent and has fully complied with all error resolution regulatory requirements, we consider this matter to be resolved.

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

• Initial Complaint

  Date:12/20/2022

  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 received an email notification saying that Account has been suspended where I couldn't access my online account or the funds in the account. There was no letter explaining the reason or what happens or how long this review will take. Absolutely no information other than just the email notification saying Suspended. I have been calling them to find out what's happening or when the account is available to access. I've been experiencing very bad customer service where they cannot provide any details. It has been more than 3 months and still no details or the timeline when the review will be complete. This is fraud and they are stealing my money. Requesting BBB's help in resolving the issue.

  

  Business Response

  Date: 12/29/2022

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

  On December 28, 2022, a DCU representative contacted the complainant and explained why access to their accounts was suspended and confirmed with the Complainant that DCU had completed our review and had removed the suspension.

  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 *************** Department