Business Profile

Credit Union

Digital Federal Credit Union

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Credit Union.

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 Complaint

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:08/23/2024
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.
Hello,My name is *****************************. I opened an account with DCU and made some wire transfers I have received confirmation via email that they deposited the money in my account. the amount of wire transfers was 1000 each 3 times. Two of them were deposited on 08/19/2024 the last one was on 08/22/2024. As I logged on to my account, I saw that they sent my first two wire transfers back to the other bank. I called them they stated it was a digital federal deposit I told them no it was a wire transfer, and they could not do a reversal on it. I have requested my money back but they will not.
Business Response
Date: 08/27/2024
To Whom It May Concern:

We reviewed the complaint submitted by ***************************** concerning her wire request and ACH transfers.

We've thoroughly investigated this matter and concluded that ******************** initiated three ACH transfers from Digital Federal Credit Union (DCU) to an external financial institution on 8/20/2024 and 8/22/202 and requested an outgoing wire transfer on 8/20/2024. All three ACH transfers were returned to DCU for insufficient funds, drawing her account balances negative. Based on the returned transactions and the account activity, DCU's *************** Team locked ************************ account for review in accordance with DCU's Account Agreement for Consumers, which prevented her wire transfer from being processed.

Our investigation concluded that ******************** confirmed that she had conducted all the activity in her account and was responsible for paying the negative balance. ******************** has 60 days from when her account went negative to bring it to good standing. To pay the negative balance, she can send certified funds to Digital Federal Credit Union, ********************************************************************If the balance is not paid within 60 days, the account will be written off and sent to a collection agency. If the account is positive, it will be closed due to unsatisfactory handling.

We consider this matter closed.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:08/12/2024
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.
To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed **************************** ACCOUNT NUMBER: ********** BAL. $13,093.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.
Business Response
Date: 08/19/2024
To whom it may concern,

Digital Federal Credit Union (DCU) reviewed the complaint submitted by ****************************** concerning inaccurate credit report information.

We have thoroughly investigated this matter and determined that ****************************** is not responsible for the accounts with DCU ************************. A letter detailing our findings and the proper steps taken to correct the situation was mailed to ***********************************;on August 19, 2024.

We consider this matter resolved.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:08/08/2024
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.
Been a member for 25 years and This is the MOST RETARDED people probably at the same level at ******* xFinity. I initiated a VERY LARGE wire transfer yesterday and i got an Encrypted message this morning. I clicked on "get one time code" and nothing happened. After 3 tries and 45 minutes i called DCU ,after i waited and explaned the problem they transfered me to the wires department and i had to get verified a second time and explain everythign a second time to Kanitha . She put me on hold again adn then she said I am all set but she cannot help me with the Encrypted email and i need to call back. I called back the main 1800 number and after i waited again ,get verified a 3rd time and explained everything a 3rd time to ****** she transfered me to a supervisor ******... where i had to get VERIFIED A FOURTH TIME and explained everything a 4th time. They guy found the email and told me i will get yet another email from the wire . I got an email, sent them the information .. WAITED WAITED ... got 2pm EST and called them. Talked to an idiot ****** got VERIFIED A FIFTH TIME AND EXPLAINED MY PROBLEM A 5th TIME ... and ****** ddoes not understand the difference between mailing and residential address. Then i got to talk to a supervisor ***** who need an ID with my MAILING ADDRESS . He put me on hold to go talk to the wire department and is already 230pm EST Boston time ... WORST BANK and I have been a member for 25 years ... but recently after they deleted all my bill and **** payers by accident i moved to ******
Business Response
Date: 08/12/2024
To Whom It May ***************** reviewed the complaint submitted by ********************************* concerning his Domestic Wire transfer and the service provided by our Information Center.
We understand and empathize with Mr. ************ frustrations throughout this process and sincerely apologize for the inconvenience this caused. Mr. ************ satisfaction is our top priority, and we are committed to providing him with the best possible banking experience.
Mr. ************ Domestic Wire transfer service request was successfully completed on 8/8/24. We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Customer Answer
Date: 08/12/2024
[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:08/06/2024
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 recently reviewed my credit report and found the following errors. As a victim of identity theft, I am writing to dispute the following inaccurate information on my credit report:Following Accounts are not ***************************** Name: DIGITAL EFCU Opened Date:10/27/2023 Account Number: **********Amount: $2,000.00 These accounts were opened fraudulently and do not belong to me. I am requesting that these incorrect accounts be removed from my credit report immediately.Under the Fair Credit Reporting Act (FCRA), I have the right to dispute any information I believe to be inaccurate. According to FCRA 611 (15 U.S.C. 1681i), credit reporting agencies are required to investigate disputes and correct any inaccuracies within 30 days. Additionally, FCRA 605B (15 U.S.C. 1681c-2) provides the right to block fraudulent information resulting from identity theft.Please investigate this matter and correct my credit report by removing the fraudulent accounts listed above. I appreciate your prompt attention to this urgent matter.Thank you for your assistance.
Business Response
Date: 08/12/2024
To Whom It May Concern,
We reviewed the complaint submitted by ****************************************** regarding an Identity Theft Claim.
We thoroughly investigated this matter during this investigation, we did not find any compelling evidence that supports ****************;Identity Theft Claim. A letter outlining our findings was mailed to ********* on 8/12/24, and we consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:07/29/2024
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.
As a member of DCU for over a year, I have always maintained my accounts responsibly and have adhered to all the guidelines and requirements set forth by your institution. Recently, I was approved for an auto loan and a credit card, which led me to work closely with a dealership to finalize the purchase of my dream car. However, to my utter shock and dismay, my accounts were suddenly closed without any justification, causing significant embarrassment and inconvenience.I am particularly concerned that I may have been racially profiled or discriminated against in this process. The lack of communication and explanation for this decision is deeply hurtful and has left me feeling humiliated and distressed. The emotional toll of being treated in such an unjust manner cannot be overstated.Furthermore, I believe that DCU has violated the Fair Credit Reporting Act (FCRA) by reporting the credit card account, which I never received due to the account closure, on my credit report. It is unjust and unlawful to report an account that was never fully activated or utilized by me. Specifically, under 15 U.S. Code 1681b - Permissible purposes of consumer reports, it is clear that consumer reports must only be obtained and used for certain permissible purposes. Reporting an account that was never activated or utilized falls outside these permissible purposes and constitutes a violation of my rights under the FCRA.I can prove that I did not commit any fraud. Because of this, I believe that this matter should be escalated to arbitration in Federal Court where all information can be presented.
Business Response
Date: 07/30/2024
To Whom It May ********************* reviewed the complaint filed by ******************************* ("Complainant") regarding discrimination in relation to a credit card loan with Digital Federal Credit Union ("DCU"). The Complainant also lodged this complaint with our regulator, the Consumer Financial ***************** ("CFPB"). Consequently, DCU will be providing a response directly to the Complainant and our regulator.
Thank you,
DCU Member Resolutions
Initial Complaint
Date:07/23/2024
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.
This will probably fall on deaf ears and nothing will come of it, but it needs to be said not only here, but I beleive I will also be placing a complaint. This experience with DCU has been horrible especially at a volunarable time as the one I was in, having my mother have a stroke and my life turn upside down. I have been trying to apply for this program since May 2024, where no where did it say a paper application was still needed and to contact DCU. Recently, after my numerous call, one of your representatives made me aware that the application can be done over the phone, that a paper application wasn't even needed. Apparently there was one email sent with an application with no follow up to see if I even recieved it. While I did say on the online application that I prefer to be contacted via email due to my work policies, no one reached out in any way. I reach out on my own and then had ********************** me a physical application needed to be done and that it will take no more than two weeks for me to get a response. It took pretty much an entire month to get declined and have my credit ruined thinking that negative impact would not occur becuase I had an application pending. I then get a letter stating that I need to pay my minimum payment for at least 6 mths in order to keep my lower interest rate on my card, if not it will stay st the higher interest rate. I could of tried to find another way and make minimum payment that was $129 and now it's at $400, which obviously I CAN NOT AFFORD AND THE REASON I APPLIED TO YOUR PROGRAM in the first place. All I needed was at least a defferment, but your institution rather see a struggling person get into a deeper debt and fail. There should of been more communication especially when someone is in need. Regards
Business Response
Date: 07/29/2024
To Whom It May ****************** reviewed the complaint submitted by *********************** regarding her experience with our ********************** and credit reporting.

We have thoroughly investigated this matter and removed ****** June 2024 late credit reporting for her DCU ***** This correction can take up to 30 days to reflect with the three credit agencies.

We fully understand and empathize with ****** frustration throughout this process and apologize for the inconvenience this has caused.****** satisfaction is our top priority, and we are committed to providing her with the best possible banking experience.

We consider this matter to be resolved.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 07/29/2024
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. While I am first off grateful for DCU extending their credit to me from the begining and they have said my credit report will be rectified, they extended a deferment until the corresponding due dates in August, I was encountered this morning with another issue. I have a savings and checking account with DCU. I had been trying to use my debit card and had not been able to because it kept getting declined. I assumed that it was because I was initially trying to use it online and maybe it was fraud protection. It happened today when I was trying to use it for gas. I called DCU and found out that my card was on a "C block" hold. I inquired what that meant and I was told it was because my accounts were delinquent. I was transferred to the *************** when there I was informed that that the block on my debit card will be removed, but not my credit card. It has been revoked, I cannot use it even it I pay it off. One-my actual money should not be held hostage because of my account being late. You are taking away someone's livelihood when they are struggling. That is insane! Secondly-DCU took the time to send me a letter, recently, telling me that if I didn't pay by whatever due date, my penalty was the interest going up higher. AT NO POINT IN TIME in the numerous conversations I've had with DCU since May, did anyone remotely say anything about my credit card being revoked and that would have to apply again if I wanted credit extended. Not even a letter, to notify me of what was going on. I found out by default. While I am aware of my contractual obligations, I signed the credit card agreement over 2 years ago. Why would you not advise me of that the same way you did with the penalty interest rate via mail? And again, my accounts are still showing late with DCU, and am getting penalized for lack of communication of DCU's part and should not be. I always spoke highly of DCU, even referred people to them, because I thought DCU was not like the big banks, but this experience made me feel otherwise. I want this rectified on my record and my credit reestablish as it was. I was in communication within the time frame that is showing late and because of lack of communication I'm the one being hurt by it. I shouldn't have to tell anyone my life story of the past two years, where my partner left me overnight, having to replace 2 incomes with one, losing everything and start over, my mom's unfortunate stroke having to take off work to take care of her, etc and have to deal with this on top of that. Communication between the bank and the customer has to be better especially during their difficult time.
[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: 08/01/2024
To Whom It May ***************** have reviewed the rejection response from *********************** regarding her DCU ***** After a comprehensive investigation of *****'s concerns, we will contact her directly to address her account-specific questions.

We consider this matter resolved.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:07/20/2024
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 am writing to report unauthorized accounts on my ********************** report, which are a result of identity theft. These accounts were opened without my knowledge or consent, and I am seeking their immediate removal. ---------------------------------------- Digital Employee Federal ------------ Account Number: ********** ,Opened On: 03/27/2018 ,Balance: $6,739 ------------------These fraudulent account has negatively impacted my creditworthiness. I have reported the identity theft to the appropriate authorities and provided all necessary documentation, including police reports and identity theft affidavits. Despite my efforts, these accounts remain on my ********************** report, causing significant distress and financial harm. I am requesting the BBB's assistance in facilitating the removal of this unauthorized account from my ********************** report. Thank you for your prompt attention to this matter. Sincerely, *******************************************
Business Response
Date: 07/22/2024
To Whom It May ************************ reviewed the complaint submitted by ******************************************* concerning their Identity Theft claim with Digital Federal Credit Union (DCU).

The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Financial ***************** (CFPB), on July 20, 2024. As such, DCU will be supplying a response directly to our regulator.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:07/19/2024
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.
They closed my checking Im demanding it be reopened.
Business Response
Date: 07/19/2024
To Whom It May Concern:

We reviewed the complaint submitted by ***************************** concerning the closing of their checking account with ********************** (DCU).

The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Financial ***************** (CFPB), on July 19, 2024. As such, DCU will be supplying a response directly to our regulator.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 07/19/2024
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.
They didnt address the closing of my account and I demand a re-open it
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,
Xavier

Business Response
Date: 07/23/2024
To Whom It May Concern:
We reviewed the complaint submitted by ***************************** concerning the closure of his Checking Account with ********************** (DCU). The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Financial ***************** (CFPB), on July 19, 2024. As such, DCU will be supplying a response directly to our regulator.
Thank you,
DCU Member Resolutions
Customer Answer
Date: 07/24/2024
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.
They still have not address the issue with my account and said they would open the account back.

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,
Xavier

Business Response
Date: 08/13/2024
To Whom It May Concern:

We reviewed ********************************* rejection response concerning their account with ********************** (DCU). The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Financial ***************** (CFPB). A response was provided directly to the Consumer Financial ***************** (CFPB) on July 29, 2024, and we consider this matter closed.

Sincerely,

DCU Member Resolutions
Customer Answer
Date: 08/14/2024
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.
They didnt handle the issue

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,
Xavier
Initial Complaint
Date:07/17/2024
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 am writing this to request a reconsideration of my preapproved loan offer, which was denied on 07/10/2024 due to alleged slow payments and unpaid charges. I believe that the information used to deny my loan application is inaccurate and I wish to ensure that my rights under 15 USC 1691a, part of the Equal Credit Opportunity Act (****), are fully respected. The **** mandates that all credit applicants are entitled to fair and equal treatment. Specifically, 15 U.S. Code 1691a prohibits creditors from taking adverse action against applicants on the basis of race, color, religion, national origin, ***, marital status, age (provided the applicant has the capacity to contract), receipt of public assistance, or the exercise of any right under the Consumer Credit Protection Act. Furthermore, it is unlawful to deny credit based on inaccurate or incomplete information. I believe that my application should be reconsidered because my recent credit reports and payment histories demonstrate my commitment to maintaining good financial health. I have made consistent and on-time payments on all my current obligations and I also have a stable income and employment history, which supports my ability to repay the loan.
Business Response
Date: 07/18/2024
To Whom It May ****************** reviewed the complaint submitted by ***************** concerning the denial of their loan application with Digital Federal Credit Union (DCU).

The Complainant also submitted this complaint to DCUs ********** regulator, the Consumer Federal ***************** (CFPB), on July 11, 2024. As such, DCU will be supplying a response directly to our regulator.

Sincerely,

DCU Member Resolutions
Initial Complaint
Date:07/13/2024
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.
Several times I earlier in the year I tired to open an online account with DCU. A couple times I called them because I could not get my current account to send the money. Not once did they inform me I needed $250 to open online. I ended up sending my application in with a $20 money order. The account was approved. I went in and changed the address because my car registration had to be renewed on my birthday. At that time I also changed my driver's license address. For reasons unknown to me this account was targeted for a review and then closed. Meanwhile I am getting welcome emails and mail plus stuff related to my new account. DCU only returned $10 not the $20. There is no statement on their website stating a cannot have my donation to open an account returned. There is no reason for them not to return this money. They are illegally collecting money for organizations. What they are doing is misleading. The additional $10 was only paid to become a member of DCU. Therefore it needs to be returned.
Business Response
Date: 07/22/2024
To Whom It May ********

We reviewed the complaint submitted by ********************* concerning the closing of her membership.

We've thoroughly investigated this matter and determined that ************** became a Digital Federal Credit Union (DCU) member on 7.1.2024. As part of the application process and to be eligible for membership, ************** donated $10 to Reach Out For Schools and funded her new membership with $10.

On 7.2.2024,our *************** Team locked ****************** membership for review. On 7.8.2024,in accordance with Digital Federal Credit Union's (DCU) Account Agreement for Consumers, we exercised our right to close ****************** membership due to what appears to be unsatisfactory handling of her account and mailed a Treasurer's Check to her home address for the remaining balance of $10.

Although we typically do not refund donations, we have made an exception and mailed ************* a Treasurer's Check to reimburse the $10 donation she made to Reach Out For Schools. The check was mailed on 7.18.2024 and should arrive within 7-10 business days.

As requested,************** has opted out of future Marketing emails. However, it should be noted that she may still receive promotional material for several months, as promotions often originate several months in advance.

DCU's Member Resolution Team has concluded that the investigation completed by our *************** Department was handled properly, our policies were followed, and the decision to close ****************** membership aligns with our procedures.

We consider this matter closed.

Sincerely,

DCU Member Resolutions

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Digital Federal Credit Union is NOT a BBB Accredited Business.