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

  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

• 

  Digital Federal Credit Union

  11 Tobias Boland Way Worcester, MA 01607

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:10/27/2022

  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 am a member of DCU and have savings product and a solar loan with a interest rate of less than 6%. I have called DCU numerous times questioning why my payments are so high lately in interest rate of the loan. For example recently I made a payment of ****** to the solar loan above monthly minimal and the interest calculated in that payment was close to $80.00. there is no way a 5. to 6% loan would have that high of monthly interest. I also questioned each month it fluctuates between $20.00 up to $80.00 each payment. When I continue to call the agents put me on hold and then come back and say oh its because you made a payment thru the mobile app and there is an issue with it applying correctly and we will look into it later. Never the case.I am seeking a full audit of my loan showing every payment made and the interest per each payment with a final total of interest paid to date. I want to compare this interest to the ****************************************************************************************************** over paid due to credit union error.

  

  Business Response

  Date: 11/04/2022

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

  A DCU representative will be in contact with the Complainant to discuss the details of the solar loan.
  

  Sincerely,
  

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

• Initial Complaint

  Date:10/25/2022

  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.

  On 10/20/22 I made a payment in the amount of $97.28 to ************** At the time, there was an approximate $1950 available for use in my account. DCU notified ************* by telling them there are insufficient funds in my account so they returned the payment, which is now costing me more than expected. I am now being charged a late fee along with a returned fee.

  

  Business Response

  Date: 11/04/2022

  To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning a returned payment due to insufficient funds in their accounts with Digital Federal Credit Union (DCU).

  In the complaint submitted by the Complainant, they state that on October 20, 2022, they made payment to ************* from their DCU accounts that was returned by ************* stating that there were insufficient funds.

  DCU has reviewed our internal records and have not been able to locate either the initial or returned payment to ************* that the Complainant discussed in their complaint. The only record we have of the Complainant making a payment to ************* around October 20th is a $98.00 payment on October 27,2022, that was processed correctly and was not returned due to insufficient funds.

  As we have no record of the transaction discussed in the complaint, we consider this matter resolved.

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

• Initial Complaint

  Date:10/11/2022

  Type:Service or Repair 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 purchase a black 2013 *** X1 with the intent to have my father ********************* as the co-signer. We both gave all of our information and followed every step in order to get the vehicle. We were told that after 3-6 months of on-time payments my father would be able to take his name off of the lease and it would solely be in my name. I was really excited about this because it was a chance for me to build my credit. When we received the documents for the loan we realized that my name was absent from ALL of the paperwork and my father's name was the only name on the loan. When we contacted DCU we informed them of this and they told us not to worry that my name is on it and that my father's name would still come off with the consistent on-time payments. My father and I did not feel right about it but I continued on with the payments. After 6 months there was no change to the documentation and not only that I had to consistently take the car to the dealership because of constant issues with the vehicle a couple of weeks after getting it. I took the car to *** on several occasions with receipts. *** informed me that whoever sold me the car sold it to me with a bad engine and that in order to fix it I would need a whole new engine at a cost of $9,000. I took the car to get serviced by the warranty and they didn't fix anything on the car they said they would fix. 85% of the time the vehicle was in my possession it was in the shop I stopped making payments on the car because it became undrivable and too much of a burden which of course affected my father's credit score. We contacted DCU several times to do a voluntary repossession from my home during and after this time. They would always schedule it but no one would EVER come to pick it up. Every time we call to get a solution all we get is transferred to different people. The vehicle has been sitting in my garage and I am moving this is bad business I would like DCU to take care of the fraudulent activity they started.

  

  Business Response

  Date: 10/21/2022

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

  Our records indicate that the Complainants father, DCU member ********************* (Member), solely applied for the Loan through DCUs mobile application, and on September 12, 2019, DCU opened the Loan. All documents received related to this application including, but not limited to, the Purchase and Sale agreement, signed Loan Note and Agreement,Title, and the application itself, all included the Member as the sole and primary buyer, owner, borrower, and applicant for the vehicle and Loan, with no indication of the Complainant as a joint buyer, owner, borrower, or applicant.

  
  DCU has clear and documented evidence that the Member was the sole and primary borrower on the Loan, with no indication of the Complainant being a joint owner of the vehicle or co-borrower on the Loan. Therefore, the Member was ultimately responsible for making timely payments on the Loan, and as there was no DCU error, no updates are required,and the credit reporting for the Loan is currently reporting accurately per the Fair Credit Reporting Act (FCRA).

  
  The Complainant contacted DCU regarding a request for a voluntary repossession of the vehicle related to the Loan. After a thorough review of the situation and the information provided to DCU by the Complainant, the request for repossession was denied due to the vehicle not being worth the value due to the potential engine issues.

  
  As DCU has determined that the Member is ultimately responsible for the Loan, that the Loan is currently reporting accurately per FCRA, and that DCU will not be repossessing the vehicle due to potential engine issues, DCU considers this matter resolved and will hold the Member responsible for paying the balance on the ************************************************* Department

  Customer Answer

  Date: 10/21/2022

  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. 
  

  What proof do you have that the application was done from MY FATHER ********************* phone? I would like to know because my father has an old android phone and he is not tech savvy or capable to do anything like that. I was given an app to fill out and me and my father both sent personal information to someone who claimed they worked for DCU and they came back with documents I was emailed and told that my father would come off after a few on time payments. I signed documents but my father did not in fact on the documents that you guys have someone forged my fathers signature which is FRAUD and we have called and complained about since we realized that he was not a co-signer. I have attached below my fathers only signature that he has ever used along with his ID. That is not my signature either. I would like to see what evidence you have that shows my father solely filled the application out on his own and what phone it was used from. My father never even has access to the account when we discovered the falsified documents we tried to log in and it denied him from accessing said it was not him. My father was never supposed to be the only person on the loan he was supposed to be the CO-SIGNER we were lied to by your company or someone representing your company. The attached information below clearly shows the info being sent to my email giving me my so called member number and pin. If this was supposed to be solely my fathers account why would they send this information to me? This was supposed to be a CO-SIGN and it is an error and fraud on DCUs end.

  [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,

  ******

   

   

  

  Business Response

  Date: 11/01/2022

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

  As stated in our previous response, our records indicate that the Complainants father, DCU member ********************* (Member), solely applied for the Loan, as all documents received related to this application, including but not limited to, the signed Purchase and Sale agreement, signed Loan Note and Agreement, Title, and the application itself,all state the Member as the sole and primary buyer, owner, borrower, and applicant for the vehicle and Loan, with no indication of the Complainant as a joint buyer, owner, borrower, or applicant.

  As DCU has determined that the Member is ultimately responsible for the Loan, DCU considers this matter resolved and will hold the Member responsible for paying the balance on the ********************************************* Department

• Initial Complaint

  Date:09/22/2022

  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.

  DCU is incredibly terrible at communication, transparency, and honesty. I applied for an auto-refinance and was approved instantly. I then was told in order to process the loan, I needed to apply to DCU as a member. I applied for membership using their online portal. It's a flawed online application; with various error messages to link your accounts using plaid, verify your identity, etc. Funding the account is extremely egregious; it took 7 attempts to fund the account with various payment methods; all of which failed. I had to update my credit card billing address to contain my full zip code in order to process the payment and have it verify through their system. Upon final verification, my application for member was denied instantly. I was told to call their membership number to verify why it was denied. I called, was told I would get a call back, as they couldn't pull up my application. I waited 5 days; and then called back again. I received a call back the same day, only to be told there was no additional information that could be provided other than I was denied. There was no reason given. I'm not sure what is going on here; but it is not ethically to collect credit information, run credit hard inquiries on folks, provide approvals for loans, and then use a flawed membership application to auto deny anyone that applies. DCU does not seem legitimate. They need to remove their hard inquiry for the loan application from my credit report and provide an explanation for membership denial.

  

  Business Response

  Date: 09/28/2022

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

  DCU was unable to validate the information provided by the Complainant in the applications. DCU notified the Complainant of the denial status and noted that, for security reasons, we are unable to disclose what factors may have contributed to the denials.
  

  While we regret not being able to approve your membership application, we suggest working with a local credit union. A local credit union could easier achieve the appropriate level of validation in person.
  

  We consider this matter to be resolved.
  

  Sincerely,
  

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

• Initial Complaint

  Date:09/03/2022

  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 created a DCU account and applied for a small loan. Within about 2 days, I received the account and the loan. A few days later my account was locked. I have called over 4 times and still no response or explanation as to why my card account is locked. I have no access to my money and I need to use it for an emergency. I then received an email saying my account was suspended, I called DCU, and they said it was not suspended just still locked.

  

  Business Response

  Date: 09/12/2022

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

  The Complainants membership is under review as of August 30, 2022.

  DCU has reached out to the Complainant multiple times, including phone calls on September 6th and 7th,2022, to request additional documentation and information, but have been unable to connect with the Complainant.  

  As DCU has been unable to connect with the Complainant regarding our requests for clarifying documentation and information, we request that the Complainant contact DCU within our regular business hours of 9:00am 5:00pm ET, Monday through Friday, to go over the additional requests for clarifying information.

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

• Initial Complaint

  Date:08/09/2022

  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.

  My parents, my husband, and I all use the same bank -- Digital Credit Union (DCU). Other than one small savings account that my mother and I share, my husband and I do not share accounts with my parents, we do not make payments to each other, and my parents are not named on the mortgage for my residence. My parents informed me on 8/5/22 that my mortgage loan has suddenly showed ** in their online banking information at DCU. They are NOT named in my mortgage and have never made a payment towards this mortgage. We are all independent adults and have NO financial connection. My parents do not have our consent to view our mortgage data. DCU has erroneously stated that we were mistaken and there was no possible way my parents could see my mortgage loan information. A DCU representative took our information and said we would be contacted for further information. I also emailed DCU via secure messaging. I received a reply from DCU that my parents and I were wrong, that there was no way my parents could view my mortgage loan unless they were named in the loan paperwork (they are not!) and that there was no issue to correct. This is clearly wrong, as my parents can fully view my mortgage in their accounts on DCU to access. DCU has not only illegally my shared private financial information by listing my mortgage on my parents' accounts, but they also refuse to acknowledge this is an issue or deal with it in a timely manner. DCU has yet to contact me at all to let me know how this is being corrected, to tell me why it occurred, or to deal with this egregious error in any way, other than to repeatedly state that we are, in fact, in the wrong, not the bank. My personal financial information has been exposed without my consent and this needs to be corrected immediately.

  

  Business Response

  Date: 08/18/2022

  To Whom It May ***************** reviewed the complaint submitted by ******************************* (Complainant) concerning online banking at Digital Federal Credit Union (DCU).

  DCU has resolved the issue the Complainant was experiencing in DCUs online banking and contacted the Complainant directly to inform them of this resolution.  

  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:07/31/2022

  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.

  RE: PRIVACY OPT OUT NOTICE ACCOUNT NUMBER: ******************* Dear CFO,I am writing to you, your company, its partners, and affiliates that I am rescinding and opting out of your company sharing my personal and private nonpublic information. Personal nonpublic information is defined as Personally identifiable financial information; and any list, description, or other grouping of consumers (and publicly available information pertaining to them) that is derived using any personally identifiable financial information that is not publicly available pursuant to 16 CFR 313.3n(1)(i) and 16 CFR 313.3n(1)(ii). As of today, 30 JULY 2022 I no longer give your company, its partners and affiliates knowingly or unknowingly consent or permission to share my private nonpublic information. I am a consumer and consumers have the right to privacy. Privacy is defined as the right not to have ones personal matters disclosed or publicized; the right to be left alone. In addition to consumers having the right to privacy your company is governed by the rules of the Gramm ***** ****** Act. The Gramm ***** ****** Act provides that consumers of their right to opt-out if they dont want their information shared with certain nonaffiliated third parties such as credit reporting agencies. Nonpublic information is any information such as name, address etc and/or about an individual from a transaction involving payment history, loan, account number, Therefore I am demanding you, your company and affiliates to Cease reporting all transaction history this includes any balance and payment history within 10 business days for infringing on my right to privacy. I am giving your company 20 days to update my request and cease & desist furnishing my nonpublic information. If your company does not adhere to this notice, I will be forced to bring legal suit for infringing on my unalienable rights. Best regards, ***************************

  

  Business Response

  Date: 08/09/2022

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

  In the complaint received from the BBB on July 31, 2022, the Complainant requested to opt-out of DCU sharing personal information with credit bureaus and demanded that DCU cease reporting to the credit bureaus on their accounts with DCU.

  As stated in our Privacy Policy, which was provide and reviewed by the Complainant upon the opening of their membership, DCU shares the Complainants personal information for everyday business purposes, including reporting to credit bureaus, and the Complainant is unable to limit this sharing.

  Therefore, the Complainant is unable to opt-out of DCU sharing personal information with the credit bureaus for the purposes of credit reporting, and as such, DCU cannot complete this request and considers this matter resolved.

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

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair 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.

  New membership was suspended and savings account was locked by DCU shortly after approval and instatement (07.25-26.2022). An inquiry was made to DCU via phone call the day the membership was suspended (07.27.2022), and no explanation concerning why the suspension occurred was provided. Furthermore, the remaining balance in the locked savings account has been decreasing daily. A follow-up inquiry was made to DCU via phone call (07.29.2022), in which an agent communicated that account closure was not possible at this time and no further information was allowed to be shared.

  

  Business Response

  Date: 08/08/2022

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

  Our records indicate that on July 25,2022, DCU opened a membership, including a savings account, for the Complainant.On July 27, 2022, DCU placed a hold on the Complainants membership and accounts and started a review.  

  The Complainant has contacted DCU multiple times after the hold was placed and review started, and on each occasion DCU has explained that the Complainants membership and accounts are under review,and DCU will contact them once the review is completed.

  The Complainants membership and accounts are still under review, and DCU will contact the member once the review is completed.  

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

  Customer Answer

  Date: 08/08/2022

  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 still have not been told why my account is under review and an exact date regarding when I will have access to my money.

  [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,

  Gianni

   

   

  

  Business Response

  Date: 08/09/2022

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

  DCU performed a review of the account history. On August 9, 2022, DCU unlocked the ******************** account and attempted to contact the Complainant.
  

  We consider this matter to be resolved.
  

  Sincerely,
  

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

• Initial Complaint

  Date:07/20/2022

  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 had a savings/checking account with DCU and their was fraud committed on my account. I went into the branch and reached out more then three times for a call back or help solving my problem with no assistance. I feel violated and robbed. I work very hard for my money and for people s******* me over like this is demoralizing.

  

  Business Response

  Date: 07/29/2022

  To Whom It May ***************** reviewed the complaint submitted by ***************************** (Complainant) concerning a negative balance in their savings account with Digital Federal Credit Union (DCU).

  Our records indicate that on March 17, 2022, the Complainant deposited a $1,000.00 check (Check) into their savings account. That same day and the following day,March 18, 2022, the Complainant withdrew a total of $1,000.00. On March 22,2022, the Check was returned uncollectable. The Check return and reversal resulted in a negative balance of $973.99 in the ****************** account.

  DCU confirmed and communicated the Complainants responsibility for the amount of the returned check, and after 60 days holding a negative balance, the Complainants negative balance in their savings account was written-off.

  As DCU has confirmed and communicated to the Complainant their responsibility for the amount of the returned check, and have subsequently wrote-off this negative amount due to lack of payment within 60 days of having the negative balance,DCU considers this matter resolved.

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

  Customer Answer

  Date: 07/30/2022

  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,

  ******