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:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My account was closed because they said they couldnt verify my income and inconsistent information but I sent them my VA award letter showing them how much I made. I was approved for a loan and a credit card weeks later but the denied my credit after I spoke to a woman on the phone. Im a disabled veteran and I get VA benifits for my income and it is an official award letter. When I spoke to the person on the phone she asked me questions if I was retired and I said Im not and I receive VA benefits and Im not working at a job and I do other work but I was told I couldnt use that income because I didnt claim taxes on it for the past 2-4 years because I wasnt making anymoney from it when I first apply for the loan and now I am. So she started adjusting everything because they didnt have the option for VA benefits or anything like that. Then the same day my account was locked and then I found out today they said its for fraud. But the email I got said because they could verify anything and they didnt want to hear anything I had to say. My income is verified by the VA and now I cant get my money out of my account after I deposited my in that account from my VA check.
Business Response
Date: 03/07/2025
To Whom It May Concern:
We reviewed the complaint submitted by ******* ****** concerning his **** Credit Card application.
As a financial institution, we must verify the information provided by all applicants when applying for a membership or loan. After further review of Mr. ******* loan documents, we found the presentment of inconsistent information and could not adequately verify the information he provided.
On February 26, 2025, our ************************** notified Mr. ****** via mail that *** is exercising its right to restrict his membership to loan payments only. Loan payments will be accepted at any local *** Branch or shared Branching locations by either cash payment or certified check or mailed to Digital Federal Credit Union. *******************************************************************. **************** statements will now be sent to him by mail. Once the loan is paid in full, his membership will be closed.
We consider this matter to be resolved.
Sincerely,
*** Member Resolutions
Initial Complaint
Date:03/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this formal complaint against Digital Federal Credit Union (DCU) for knowingly reporting a fraudulent loan on my credit report, failing to conduct a reasonable investigation as required under federal and state laws, and ignoring my identity theft police report that proves I am a victim of fraud.Fraudulent ******************* Theft Details This fraudulent loan was the result of identity theft committed by ******* ****, a former family friend, who: Stole my wallet and obtained unauthorized access to my personal property and confidential information (documented since 2020). Used my stolen information to fraudulently rent an apartment, open accounts, attempt payday loans, and make unauthorized purchases. Opened a fraudulent Quick Loan with *** under my name without my knowledge or consent.******* **** was a trusted family friend, which allowed him to gain access to my personal information and commit multiple fraudulent acts over time.I have never spoken to or interacted with any representative of *** regarding this loan. *** failed to verify my identity and approved a loan based on fraudulent information.Despite submitting a police report confirming the identity theft, *** continues to report this fraudulent account, violating multiple federal and state consumer protection laws.Business Response
Date: 03/03/2025
To Whom It May Concern:
We reviewed the complaint submitted by ****** ***** (Complainant)concerning an ID Theft claim with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.
Sincerely,
Member ResolutionsCustomer Answer
Date: 03/03/2025
Re: Complaint #******** Digital Federal Credit Union (DCU)I reject this response because DCU has failed to provide a resolution. Instead of addressing this matter transparently, they are attempting to move the conversation into private communication, despite their history of making false statements regarding prior discussions with me.DCUs handling of this fraudulent loan is a direct violation of my consumer rights under the Fair Credit Reporting Act (FCRA), Georgia Identity Theft Laws, and federal regulations governing financial institutions. I have submitted multiple police reports, an FTC identity theft affidavit, and formal disputes, yet *** continues to report this fraudulent account, refusing to properly investigate.Because of their prior unfounded accusations against me, I do not trust *** to communicate fairly outside of an official mediation setting. I request that all further responses be made through BBB, CFPB, AG, and FTC complaint forums, where transparency, accountability, and oversight exist.Until DCU deletes this fraudulent account from my ********************** reports and provides written confirmation of its removal, I reject their response as an inadequate resolution. I expect them to comply with federal and state consumer protection laws and address this matter publicly as a form of mediation and oversight.Regards,
****** TIWONE WOODS
****************************;
*********************************
**************************************
************
Business Response
Date: 03/04/2025
To Whom It May Concern,
We reviewed the rejection response submitted by ****** ***** concerning an ID Theft claim.
The Complainant also submitted this complaint to **** ********** regulator,the Consumer Financial ***************** (CFPB). As such, *** will be supplying a response directly to the Complainant and our regulator.
Sincerely,
Member ResolutionsCustomer Answer
Date: 03/04/2025
Better Business Bureau of **********, ME, **, & VT
5 Mt. ********************
*************** 01752-1927
Subject: DCUs Failure to Block Fraudulent Loan & Negligence in Vetting Borrower
To Whom It May Concern,
This letter addresses DCUs inadequate response regarding my complaint. While they stated they will respond directly to me and their regulator (CFPB), they have failed to comply with ****-mandated identity theft protections. The *** account itself is legitimate, but Quick Loan L-141 (05/26/2021) was fraudulently obtained. **** failure to properly vet this loan applicant facilitated the misuse of my identity.
Under FCRA 605B (15 U.S.C. 1681c-2), *** was legally required to block this fraudulent loan within four (4) business days upon receiving my FTC Identity Theft Report and Police Report. They have failed to do so, making them noncompliant.
DCU must clarify:
How they verified the applicants identity before issuing this loan.
From what source they obtained authorization for this financial obligation.
How they ensured the applicant was not using stolen information.
What risk assessment procedures and fraud prevention measures were followed.
Failure to provide satisfactory responses demonstrates negligence in lending practices and breaches consumer protection laws. Furthermore, *** has not provided Method of Verification (MOV) or Proof of Validation (POV), such as:
? A signed loan agreement proving my consent.
? IP logs, geolocation data, or transaction records linking me to the loan.
? Call recordings or written confirmation of my authorization.
**** refusal to act violates Georgia consumer protection laws (O.C.G.A. 10-1-393), which prohibit deceptive business practices, including knowingly reporting false information.
Within four (4) business days, *** must:
1. Immediately delete and block Quick Loan L-141 from my credit report.
2. Provide a written explanation of their due diligence process in approving this loan.
3. If *** refuses to delete the loan, they must produce MOV and POV proving my authorization.
If DCU does not comply, I will escalate by:
? Reinforcing my CFPB complaint with additional legal violations.
? Filing a Massachusetts Attorney General complaint for reckless lending practices.
? Pursuing legal action for damages caused by **** failure to prevent fraud.
Please keep this complaint open until *** fully complies. I appreciate your assistance.Regards,
******
Initial Complaint
Date:02/17/2025
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 debt collector engaged in abusive, deceptive, and unfair practices of the ***** which it prohibits. More so they didn't follow the proper 5 step validation procedure which make this unfair practices. According to the ***** Im entitled to ***** dollars per violation and clearly they violated my rights. I demand them to delete these accounts from all 3 ********************** reporting agencies and compensate me for the violations or I will have no choice but to forward this to my litigation attorney.Business Response
Date: 02/24/2025
To Whom It May Concern,
We reviewed the complaint submitted by **** ******** concerning credit reporting.
We have thoroughly investigated these concerns and determined that **** ********** loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations.
A letter detailing the documentation to validate this debt and explain why **** ******** cannot opt out of credit reporting was sent via Federal Express (Direct Signature Required) on February 21, 2025. We consider this matter resolved.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:02/17/2025
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 debt collector engaged in abusive, deceptive, and unfair practices of the ***** which it prohibits. More so they didn't follow the proper 5 step validation procedure which make this unfair practices. According to the ***** Im entitled to ***** dollars per violation and clearly they violated my rights. I demand them to delete these accounts from all 3 ********************** reporting agencies and compensate me for the violations or I will have no choice but to forward this to my litigation attorney.Business Response
Date: 02/24/2025
To Whom It May Concern,
We reviewed the complaint submitted by **** ******** concerning credit reporting.
We have thoroughly investigated these concerns. After reviewing **** ********** loan details and loan history, we have determined that the accounts are reporting accurately in accordance with Fair Credit Reporting Act (FCRA) regulations.
A letter detailing the documentation to validate this debt and explain why **** ******** cannot opt out of credit reporting was sent via Federal Express (Direct Signature Required) on February 21, 2025.We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:02/04/2025
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.
They Approved me for a credit card at a $5000 limited then stated I should upload bank statements showing direct deposit verifying employment and paystubs then I was denied for unable to verify employment which I provided 2 forms.Business Response
Date: 02/12/2025
To Whom It May Concern:
We reviewed the complaint submitted by ****** ******** (Complainant) concerning a loan application with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.Sincerely,
DCU Member ResolutionsInitial Complaint
Date:02/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was never late on the following account. Please show me documentation showing proof of a transaction showing I was ever late to support your inaccurate reporting on my account. If you cannot supply this please delete these alleged late payments from my credit report per usc 15 usc 1666 B a creditor may not treat a payment on a credit card as an open ended consumer credit. Be alert that I will also file a complaint with the **** against your agency if late not removed. Digital Fed Credit Uni - ******Business Response
Date: 02/12/2025
To Whom It May Concern:
We reviewed the complaint submitted by ******* ******** concerning Credit Bureau Reporting.
We have thoroughly investigated these concerns and determined that Mr. ********* loan account is being reported accurately per Fair Credit Reporting Act (FCRA) regulations. Our standard procedure is to submit updates to the Credit Bureaus on the last business day of each month.The late payments reported for July 2024, August 2024, and September 2024 are accurate, as a DCU error did not cause them. Although Mr. ******** made payments on June 5, July 5, and August 5, they were all returned for insufficient funds.
A notice of resolution regarding the accurate reporting was emailed to Mr. ******** on January 19, 2025, and we consider this matter closed.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:02/04/2025
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 September/November 2024, I joined Digital Federal Credit Union (DCU) with the intention of establishing a long-term banking relationship, as I am a business owner. I opened both a personal and a business account and applied for personal credit products to demonstrate my commitment to the bank. Given my strong credit profile, I was approved for a $20,000 personal credit card.While waiting for the card to arrive, I applied for a second credit card, which was also approved. However, shortly after, I received a notification that my account had been blocked, and I was informed that I had been banned from the bank. The stated reason, which was later sent by mail, was that the income figure I provided on my second application differed from the first, which *** deemed as fraudulent.If there were any concerns regarding my stated income, *** could have simply requested supporting tax documents to verify my earnings, which exceed $300,000 annually. Instead, I was permanently banned without any opportunity to clarify or correct the matter.What makes this situation even more confusing is that while my personal accounts were closed, my business account remains open, and I continue to receive promotional emails from ***. This inconsistency raises serious concerns about **** decision-making process and its treatment of customers.I have never encountered such an issue with other credit unions, and I find this experience to be both unprofessional and disrespectful. I am filing this complaint in the hope of obtaining a fair resolution and to bring attention to what I believe is an unreasonable and unfair banking practice.Business Response
Date: 02/12/2025
To Whom It May Concern:
We reviewed the complaint submitted by ****** ****** concerning the closure of his Digital Federal Credit Union business and personal memberships. Mr. ******** concerns were addressed in November 2024; however, due to his most recent complaint, his concerns were reinvestigated, with no new findings.
As noted in our November response to Mr. ******* as a financial institution, we must verify the information provided by all applicants when applying for a membership or loan. After further review of *********** loan documents, we found the presentment of inconsistent information and could not adequately verify the information he provided.
On 10.24.2024, our ************************** closed *********** personal and business membership and mailed him a letter outlining our findings.
We consider this matter to be resolved.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:02/03/2025
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.
As described below, *** made changes to their system that automatically debited my Credit Union monthly and their changes now isn't debiting my account and are now sending my past due notifications.They have all my information, let them resume the past process and stop sending me past due notificationsBusiness Response
Date: 02/12/2025
To Whom It May Concern:
We reviewed the complaint submitted by ****** ******* (Complainant) concerning loan payment transactions with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.Sincerely,
*** Member ResolutionsInitial Complaint
Date:02/02/2025
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 an auto loan with *** on Saturday January 25th . As I spoke with the agent she suggested I applied for another loan product as well. A personal loan for 5 k I was approved for both loans. For the personal loan I was required to submit a paystub. I submitted the paystub and called up Monday morning. I spoke to a *** Monday she declined the loan application because they said because I own the business that I work for I cannot provide a pay stub. ***** employee ID number 2641 Stated I need two years business taxes and two years personal taxes. Being that I was asked for a paystub and provided that I didnt agree with the decision. I called back and filed complaint with a supervisor and also left a message with dispute team. Wednesday morning at 6:56 am I have two emails from *** saying they are closing my accounts. I feel they have closed my account in retaliation of my complaint. I did not violate any laws or terms of service or any fine print I DEMAND MY ACCOUNTS BE REOPENEDBusiness Response
Date: 02/12/2025
To Whom It May Concern:
We reviewed the complaint submitted by **** ******** (Complainant) concerning a loan application with Digital Federal Credit Union (DCU). The Complainant also submitted this complaint to **** ********** regulator. As such, *** will be supplying a response directly to the Complainant and our regulator.Sincerely,
*** Member ResolutionsCustomer Answer
Date: 02/12/2025
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.
they made no effort in any resolution
Dcu provided a historical timeline of the events.
they have no explained how I have provided inconsistent information on my membership application.once I complained the closed membership and fabricated a story as to why they did so
[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: 02/18/2025
To Whom It May Concern,
We reviewed the rejection response submitted by **** ******** regarding loan applications and the closing of his membership.
*** has already addressed this complaint through the **** and subsequently considers this matter to be resolved. We concluded that the determination to close the membership was based on our investigation of the information and documents provided by the individual and that the determination is final.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:01/31/2025
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 received a late payment on a credit card through ***. I have been with *** for 20 years and have had multiple loans (student, auto, personal for an engagement ring) and lines of credit through them. I have never had a late payment and held a credit score of 815. In September I had a payment of $21.19 due. I made that payment in full as is my normal routine (automatic payments are set up). $17 dollars were applied to the account, resulting in $4 dollars becoming late. I filed an investigation request, which found that a $17 payment was applied to the account and the remaining $4 was late, resulting in correction being denied. This $4 late payment has resulted in my credit score dropping by over 100 points, impacting my ability to buy my first house. I understand that ***'s system applied a $17 payment. I do not understand why only $17 was applied and why I was never contacted about it before it became late and impacted my credit score. I think it is clear that something in their system did not work, resulting in this issue. I have called twice asking to speak to someone, both times I have been told they are too busy and that I would need to submit another form. I asked if I could schedule a call or if they could call me when available and I was told to just resubmit the form. I find their inability to adequately investigate this issue beyond the statement history to be unsatisfactory, and their concern for the wellbeing of their customers to be non-existent. I have been a perfect customer for 20 years, and they made no attempt to help me avoid or remediate this issue.Business Response
Date: 02/06/2025
To Whom It May Concern,
We reviewed the complaint submitted by ****** ******** concerning a late payment on their **** Credit Card. DCU (Digital Federal Credit Union) has thoroughly investigated this matter and communicated the resolution directly to ****** ********.
We consider this matter resolved.
Sincerely,
DCU Member Resolution
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