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.
- 72 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:10/02/2024
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.
The above mentioned loan has been in progress for a very long time. Although, *** took a commitment letter from me after paying application fee of $300 and locking the rate, they had been no or complete lack of response from them despite multiple follow **** They keep saying they are running into delays, but there is commitment at their end on the closure of the loan (and my rate lock expires very soon).
Business Response
Date: 10/07/2024
To Whom It May Concern,
We reviewed the complaint submitted by ********* ********* concerning the processing timeframe for his refinanced loan.
We understand and empathize with Srivatsans frustrations throughout this process and apologize for the inconvenience this has caused. Srivatsans satisfaction is our top priority, and we are committed to providing the best possible banking experience.
As of 10/4/24, there are no further underwriting steps we need to take, and we have a set closing date of 10/11/24.
We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:09/27/2024
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 writing to escalate my complaint regarding unauthorized accounts with ********************** EFCU that are being inaccurately reported on my credit file. Despite my prior complaint, these unauthorized accounts remain on my ********************** report, causing ongoing financial harm and distress. I demand immediate resolution of this matter.The accounts in question are as follows:Account # ******** - Opened on 10/27/2023 with a high credit of $2,000.00**Account # ******** - Opened on 8/9/2023 with a high credit of $10,000.00**Account # ******** - Opened on 10/25/2022 with a high credit of $5,000.00**I did not authorize these accounts, nor have I ever held any accounts with ********************** EFCU. This is a clear case of erroneous reporting, and my credit report continues to suffer as a result of these inaccuracies. Despite my previous attempts to dispute these accounts, they have not been removed, which is unacceptable and a violation of my consumer rights under the Fair Credit Reporting Act (FCRA).I am formally requesting an urgent investigation and immediate removal of these unauthorized accounts from my ********************** file. Please provide written confirmation once this has been resolved.Failure to address this matter promptly will leave me with no choice but to pursue further legal action to protect my credit and rights as a consumer. I expect your timely response and cooperation in resolving this issue.Business Response
Date: 10/03/2024
To Whom It May Concern,
We reviewed the complaint submitted by Shellyann Beckford
Gontee regarding unauthorized accounts with our financial institution.We thoroughly investigated this matter and during our
investigation, we did not find any compelling evidence that supports Shellyann’s
claim of unauthorized accounts.Documentation outlining our findings was mailed to Shellyann
on 10/2/24. We consider this matter to be resolved.Sincerely,
DCU Member Resolutions
Initial Complaint
Date:09/26/2024
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 NOT LIABLE FOR THIS ALLEGED DEBT WITH DIGITAL FED CREDIT UNI THIS COMPANY IS A DEBT BUYER; I HAVE NEVER DONE ANY BUSINESS WITH THIS COMPANY. THE *** STATES 15 USC 1681 - ACCURACY IN FAIRNESS OF CREDIT REPORT. I HAVEN'T SIGNED ANY CONTRACTS WITH THIS COMPANY. I HAVE REQUESTED PROOF OR ANYTHING THAT BINDS ME TO THIS ALLEGED DEBT AND THIS AGENCY HAS NOT PROVIDED ME ANYTHING.Business Response
Date: 10/02/2024
To Whom It
May Concern:
We reviewed
the complaint submitted by Luc AJ Douze concerning his credit reporting.
We have
thoroughly investigated this concern and determined that Mr. Douze’s loan
accounts are being reported accurately per Fair Credit Reporting Act (FCRA)
regulations. We are legally obligated to report payment history accurately to
the three major credit agencies. The information regarding this was emailed to
Mr. Douze on October 2, 2024, and we consider this investigation concluded.
Sincerely,
DCU Member
ResolutionsInitial Complaint
Date:09/23/2024
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 placed a cash deposit of $3560 to ********. The amount was not counted in front of me. It instead was put into a cash counting machine under the counter where the customer could not see the cash. The amount was not read back to me to the cashier printing my receipt. When I looked at my receipt, I saw that it was for the incorrect amount and pointed it out immediately. He said that he would get a hold of the manager which she did and the manager said that they would contact me at the end of the day after they had audited the cash machine. At the end of the day, they said that the cash machine was not over and that they would get back to me on the next business day in regards to camera footage. I was on vacation. Someone called in the meantime and left a message. I called back three times and was told someone would get back to me which they never did. Finally on September 23. I spoke with the branch manager, who said that basically it was my word against theirs. I counted the money twice in the parking lot before bringing it into the bank and my husband counted it three times at home prior to giving me the cash to deposit.Business Response
Date: 09/24/2024
To Whom It May Concern:
We reviewed ***** ******** complaint regarding a recent cash deposit with Digital Federal Credit Union (DCU).
The Complainant also submitted this complaint to ***'s ********** regulator, the Consumer Financial ***************** (****), on September 24, 2024. As such, *** will be supplying a response directly to our regulator.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:09/17/2024
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.
There are inaccuracies reported on my credit file by *******, TRANSUNION and EXPERIAN. I request immediate correction of these errors that violate my consumer rights as protected under the Fair Credit Reporting Act (****), specifically referencing 15 USC 1681a 2(A)(I). I reviewed my credit report, I noticed late payment entries on my account with DCU ********************** which are incorrectly reported. According to the ****, the consumer report should accurately reflect transactions and experiences between the consumer and the creditor. These erroneous entries have not only damaged my credit score but also contravened the stipulations of fair reporting as they inaccurately represent my payment history with the creditor.Violation of ****: The **** states that the consumer report should not include incorrect information regarding transactions and experiences. The inclusion of these false late payment entries directly violates this clause.Demand for Action: I request that EXPERIAN, TRANSUNION AND ******* investigate these entries immediately and correct the inaccuracies by removing any false late payment data from my credit report. Should these inaccuracies persist without correction within five business days from the date of this letter, I will be compelled to take legal action for the misreporting and the resultant damages to my creditworthiness.Please find attached evidence supporting my claims a copy of my credit report with those late payment highlighted for your reference and immediate action. I trust that the Bureau will maintain its commitment to accuracy and fairness as required by law.Thank you for your prompt attention to this matter. I expect a response within five business days to confirm that these inaccuracies will be corrected. Please contact me through the above telephone number or email address should you need further information or clarification.V/R Roldy JeanBusiness Response
Date: 09/24/2024
To Whom It May Concern,
We reviewed the complaint submitted by ***** **** regarding late payments reporting for his Auto Loan.
After thoroughly investigating his concerns, we determined that Roldys Auto Loan is being reported accurately per the Fair Credit Reporting Act (FCRA) regulations.
A Notice of Resolution regarding the reported late payments was sent to Roldy via email on 9/23/24.
We consider this matter resolved.
Thank you,
*** Member ResolutionsInitial Complaint
Date:09/07/2024
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.
The policy *** holds against dispensaries is outdated and should be removed. I haven't heard of any other bank blocking transactions at a dispensary. I'm a legal adult in a legal state, whether the company thinks I should spend my money on it or not isn't there concern and the fact that they stick there nose in that as apposed to any other things I could spend money on (any ******** based smoke shop or liquor store) is beyond frustrating. I feel personally this policy is not only an invasion of your customers purchases but also outdated. If you ban dispensaries why not liquor stores while we are at it. Thank you.Business Response
Date: 09/13/2024
To Whom It May Concern,
We have reviewed the complaint submitted by ****** **** concerning transactions attempted at a dispensary.
We thoroughly investigated this matter and found that the transaction attempts at the dispensary were declined multiple times due to an invalid PIN. When an invalid PIN is entered incorrectly multiple times, it is locked out.
DCU does not block transactions at dispensaries. We are unable to identify dispensaries as merchants because they appear as ATM transactions in our **** system.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:09/07/2024
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.
Digital Federal Credit Union reporting my zero balance/ no amount due credit card to the credit bureau having a substantial impact on my credit and credit score. I want *** to submit a correction to the three major credit bureaus. As a result my credit score suffered greatly and dropped by 54 points.Business Response
Date: 09/12/2024
To Whom It May Concern,
We reviewed the complaint submitted by ****** ***** concerning credit reporting for their **** loan account.
When a member has a tradeline open, even if it has a low balance or a zero balance, we are required to report it to the credit bureaus monthly. We have thoroughly investigated Mr. ******* concerns and found that their **** loan account is being reported accurately to the credit bureaus.
Mr. Clarks tradeline has been closed and no additional updates will be sent to the credit bureaus after our final reporting for September 2024.We consider this matter resolved.
Sincerely,
*** Member Resolutions
Customer Answer
Date: 09/12/2024
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.]
I am not satisfied with the results. Due to the inaccuracy of *** sending incorrect information of my account being past due, when zero amount is owned. *** reporting a missed payment that does not exist has dropped my credit rating from Good to Fair,when in fact the business in not owed any money, nor did they notify me in writing of any amounts due. I want the account past due 30 days as listed on my credit report reversed or I will seek legal council to rectify. In reducing my credit rating this has impacted me significantly when manage my credit as it has been in perfect condition before DCU made this mistake.
Every payment made to DCU was made on time from July 2017 to July 2024 (last payment due) I request that they reverse the negative reporting on my zero balance account.
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: 09/16/2024
To Whom It May Concern:
We reviewed the complaint submitted by ****** ****** (Complainant) concerning credit reporting 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: 09/17/2024
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.]
Please ask the business to correct the spelling of the last name in their response. The business lists ****** on their response when the correct spelling is *****, as to address concerns that they will work on the wrong account.
The issue is DCU reporting a 30 day late notice / payment due on a zero balance account to all three ********************** bureaus, when no amounts are owed, significantly changing my credit rating. I have paid *** all amounts in full and on time from July 2017 to July 2024, without ever being late, not once, prefect payment history.The issue is not with DCU reporting to the credit bureaus as they stated in their first response, it's the late notice.
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:08/30/2024
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 I am not liable for a debt I do not have a contract with this collection agency they did not provide me with the original. Contacted as I requestedBusiness Response
Date: 09/09/2024
To Whom It May Concern:
We reviewed the complaint submitted by ******* ****** concerning his request to remove a Collection Account from their ********************** report.
We have thoroughly investigated these concerns and determined that there are no accounts to correct. ******* was denied credit with Digital Federal Credit Union on two occasions and does not have any accounts that are being reported to the credit bureaus. *** followed all policies and procedures regarding the denials.
Adverse Action letters were mailed directly to Mr. ****** providing more specific information.
Sincerely,
*** Member ResolutionsInitial Complaint
Date:08/26/2024
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.
PLEASE SEE ATTACHMENTBusiness Response
Date: 08/29/2024
To Whom It May Concern:
We reviewed the Complaint submitted by *********************** concerning credit reporting.
We have thoroughly investigated this matter and determined that ******************** **** Account is being reported accurately per Fair Credit Reporting Act (FCRA) regulations.
On 8/29/2024, a Validation of Debt packet, including a Resolution Letter, transaction history, our **** Disclosure, and a Limitation of Services Letter, was sent via Federal Express to ******************** address in her Complaint.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:08/23/2024
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.
Mortgage Loan #********** Proven Legal Trustee, they are refusing to give me any informationBusiness Response
Date: 08/26/2024
To Whom It May Concern:
We reviewed the complaint submitted by ******************* (Complainant) concerning a mortgage loan held with Digital Federal Credit Union (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,
Member Resolutions
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