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:07/07/2024
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.
I am not liable for this debt with charter communications, I do not have a contract with DIGITAL FED CREDIT UNION, they did not provide me with the original contract as I requested.
Business Response
Date: 07/11/2024
To Whom It May ****************** reviewed the complaint submitted by ********************* concerning credit reporting for his DCU Credit card.
We have thoroughly investigated these matters and determined that **************** is responsible for the credit card application submitted to DCU (Digital Federal Credit Union) on June 20, 2022. The credit card was successfully paid in full on May 17, 2024. When a loan closes, it is still on a credit report with a closed status. The late reporting to his credit is accurate. We are legally obligated to report payment history accurately to the three major credit agencies.
A Credit Report Direct Dispute Notice of Resolution regarding the accurate reporting was mailed to **************** on 7.10.2024.
We consider this matter resolved.
Sincerely,DCU Member Resolutions
Initial Complaint
Date:07/04/2024
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 formally lodge a complaint against DFCU Bank for reporting a charge-off account on my ********************** report that is not mine. The account in question was fraudulently opened by an individual named ****************************, who stole my identity and used it to create multiple accounts, including this one. I have already filed a police report regarding this identity theft, and the investigation is ongoing. Despite my attempts to resolve this matter directly with ******* Bank, they have not taken the necessary steps to remove the erroneous charge-off from my credit report. This false information is severely impacting my creditworthiness and causing significant distress. I request the BBB's assistance in resolving this matter promptly and ensuring that DFCU Bank corrects my credit report to reflect accurate information.Business Response
Date: 07/09/2024
To Whom It May ********
We reviewed the complaint submitted by ******************************* De *********** Mechoso concerning an Identity Theft Claim.
We have thoroughly investigated this matter in March and July 2024. During these investigations, we did not find evidence that supports the Identity Theft Claim.
A letter outlining our most recent findings was mailed to ******************************* De *********** Mechoso on 7.8.2024, and we consider this matter resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 07/09/2024
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.]
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,*********
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 #********.
Reason for Rejection:
The response provided by the business fails to address the specific issues I raised in my initial complaint. My primary concerns were as follows:
1.Identity Theft: My identity was stolen, and as a result, fraudulent checks were deposited into my bank account. Despite providing evidence of the identity theft and the fraudulent transactions, the business has not taken adequate steps to resolve the situation or to prevent further unauthorized activity.
2.Lack of Investigation: There has been insufficient investigation into the fraudulent checks deposited, including one from ***************************. The business has not provided any information on the actions taken to trace these fraudulent deposits or to rectify the damages caused by this identity theft.
3.Inadequate Support: I have not received satisfactory support from the business in addressing these fraudulent activities. Their response lacks detailed information on how they plan to assist in the resolution of these issues and to ensure my accounts are secure moving forward.
Despite the businesss response, these critical points remain unaddressed, and as a result, my issues have not been resolved. I expected a more thorough and satisfactory resolution to these matters and request that the business reconsider their response to fully address the concerns raised.
Thank you for your attention to this matter.
Regards,
*********Business Response
Date: 07/19/2024
To Whom It May ****************** reviewed ********* De *********** Mechoso's comments regarding the denial of their Identity Theft Claim.
DCU is unable to find sufficient evidence or any supporting documentation to support ********* De *********** Mechoso's Identity Theft Claim. On July 8, 2024, a letter outlining our most recent findings was mailed to the address listed on file. The letter includes instructions if ********* De *********** Mechoso wishes for DCU to open and support further investigation of their concerns.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 07/22/2024
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 ****************************************************************** to Fraudulent Account and Resolution Letter
I am writing to address an issue regarding a fraudulent account that was opened in my name without my authorization. I recently received a letter from your company explaining the resolution of this matter, stating that you were unable to find any information of identity theft.
Despite your investigation, I assure you that I did not authorize the opening of this account. I have taken several steps to protect my identity, including filing a report with the Federal **************** (FTC) and placing a fraud alert on my credit reports.
I kindly request a thorough re-investigation of this matter, considering the following points:
1.Review of Application Information: Please review the details provided during the account application, such as the ** address used, the physical address provided, and any identification documents submitted.
2.Credit Report Inquiry: Provide me with details on any credit inquiries your company made related to this account.
********* Activity: Share the transaction history and any other relevant information associated with this account to identify any discrepancies.
4.Communication Records: Review any communication records between your company and the individual who opened the account.
I believe there has been a significant oversight in the investigation process, and I urge you to address this issue promptly to prevent further misuse of my personal information. Additionally, I request that you close the fraudulent account immediately and remove any associated records from my credit report.
Please acknowledge receipt of this letter and provide an update on the status of your re-investigation within the next 14 days. I appreciate your prompt attention to this matter.
Sincerely,*********
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*********
Initial Complaint
Date:06/25/2024
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.
In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681 these accounts attached to this FTC report , has violated my rights.15 U.S.C 1681 section 602 A. States I have the right to privacy.15 U.S.C 1681c. (a)(5) Section States: no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years.15 U.S.C. 1681s-2 (A)(1) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.Business Response
Date: 07/02/2024
To Whom It May ****************** reviewed the complaint submitted by ******************** concerning an Identity Theft Claim.
We have thoroughly investigated this matter and found no evidence to support ******************** identity theft claim. We have determined that his loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA)regulations. A letter outlining our findings was mailed to **************** on 7.2.2024.
A Validation of Debt packet, which includes the Note &Loan Agreement that **************** signed, was sent via Federal Express (Direct Signature Required) on 7.2.2024 via tracking number ************, solidifying that he is responsible for the unpaid debt.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 07/02/2024
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.]
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,Adarien
Business Response
Date: 07/03/2024
To Whom It May ********
We reviewed the rejection response submitted by ******************** concerning his Identity Theft Claim.
We have thoroughly reinvestigated this matter and concluded that we found no evidence to support ******************** identity theft claim and that his loan accounts are being reported accurately per Fair Credit Reporting Act (FCRA) regulations.
**************** can expect to receive a letter outlining our findings and a Validation of Debt packet within the next 7-10 business days.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:06/25/2024
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.
In mid-April 2024, I noticed an unauthorized charge of $988.37 on my Digital Federal Credit Union (DCU) credit card. Despite reporting the issue promptly and affirming that I did not authorize the transaction, DCU's investigation concluded with a letter from *********************** claiming that the charge was deemed authorized.This outcome perplexes me as I have had possession of my card and did not engage in the alleged transaction, which is purportedly linked to a ******* Airlines flight purchase in December 2023. However, this claim is baseless as I did not travel nor make any such purchase. My attempts to obtain further information from DCU have been unsuccessful, leaving me unable to resolve this matter independently.One peculiar aspect of this case is that the charge supposedly made in December 2023 only appeared on my account on April 18th, 2024. This delay raises questions about the transaction's validity and the thoroughness of the investigation.DCU's lack of transparency and assistance has resulted in a significant financial burden for me. As a recent graduate from ******************, I am certain of my whereabouts and financial activities during December 2023, a time when I was preoccupied with academic commitments and personal responsibilities, such as servicing my mother's car at **************/******** on December 14th.DCU refuses to provide me with any additional information so that I can find out what happened. I am a long-time customer and have no need to lie about a transaction. My second dispute was also denied, and they are saying I'm responsible for almost one thousand dollars!Business Response
Date: 06/25/2024
To Whom It May ****************** reviewed the complaint submitted by ************;******* (Complainant) concerning a transaction dispute 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 ResolutionsInitial Complaint
Date:06/14/2024
Type: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.
So I'm a long term member of DCU. As of recent, I am constantly being called by fraud prevention services to verify transactions, which although I understand some transactions need to be verified, but it's getting to the point where I cannot use my DCU card in any capacity without a lengthy verification phone call. This has been going on for a couple months. I work full time security so I don't have time to be on the phone every time a transaction has been made. I have spoken to Fraud prevention services about the issue who told me it was a software issue and there was nothing they can do and to call DCU customer service to inquire about getting a text verification instead of a phone call which would work so much better for me as I cannot always do phone calls. I call the customer service number on the back of my card and the rep then tells me there is nothing they can do and to call fraud prevention. This being flagged every time I make a transaction of any kind and thid back and forth with no resolution is getting so stressful that once I'm done paying off my current quick loan I am considering switching to another credit union, unless a resolution of some sort can be reached. I've already had to move most of my money to my paypal so my life wouldn't be disrupted every time I made a move.Business Response
Date: 06/18/2024
To Whom It May ****************** reviewed the complaint submitted by ********************* concerning the phone calls she is receiving from our Fraud Monitoring Services.DCU (Digital Federal Credit Union) has thoroughly investigated this matter and communicated the resolution directly to ****************.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 06/18/2024
[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:06/13/2024
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 have three accounts with DCU. I called in about my **** Holdings DCU account. I attempted to use my ApplePay which has been linked to my account since opening it. I have used it several times and attempted to use my ApplePay. It is connected to another one of my acocunts and mistakenly tried to withdraw from DCU linked account twice. Both for $500 I called them and informed them I could not login. They stated my account was restricted am I aware of a ******* transaction trying to post for $500. I said no I am not. After looking at the correct merchant name for an Apple Pay card I informed them I did this by mistake I thought I pulled from another account. Why would a bank have this power to create this much havoc on my account? I do not understand this. It took almost three weeks of calling prior to today to state my account is closed with again a reason stating it will come in the mail. This makes no sense. This needs to be fixed.My other accounts they closed TKA Holdings and Slackers FC because of deposited checks I did not make. Everytime I log into *** I am warned of account takeovers. Why would I be blamed for this happening to my account? I spoke to the woman and she told me this is common. What do I do? I am bening penalized for this and it makes no sense.Business Response
Date: 06/14/2024
To Whom It May ***************** reviewed the complaint submitted by ************** (Complainant)concerning his membership status 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
Initial Complaint
Date:06/10/2024
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.
Page 1, On January 26, 2024 i attempted to open an account with DCU so i can start a new relationship with this reputable institution. I followed the steps on-line to have a small deposit of $5 to be deposited in the new account on-line. Page 2, Everything seemed fine until i received a letter stating that the account was in the negative of $495 I was in shock so i called the institution and spoke to a representative in the fraud department and they asked me a series of questions. But never informed me exactly how did i get a negative balance from a newly opened account. Someone attempted to use my account by hacking it and make unauthorized transactions with-out my consent. This institution refuses to acknowledge that my account was hacked and make false claims against me to **** Systems or any other institutions. I want my name cleared for something that i did not commit for i will not rest until I'm exonerated.Business Response
Date: 06/17/2024
To Whom It May ****************** reviewed the complaint submitted by ********************* concerning his account with ********************** (DCU).
We've thoroughly investigated this matter and responded to ************************* complaint filed with DCU's ********** regulator, the Consumer Federal ***************** (CFPB), on April 1, 2024. The investigation concluded that ********************* is responsible for the negative balance.
We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:06/04/2024
Type: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.
Yesterday June 3, 2024 I received a "Thank You" letter from this business aka ***, thanking me for joining them as a Member with an assigned Member Number and a cardboard Membership Card with NO NAME on it, just the Member Number. However, my name and full home address were on the upper left side of this letter. So, immediately after reading this letter, I called the *** customer service number ************** printed on the letter and spoke with their CSR, ******* who immediately asked me for my name which I refused to disclose, since her request was suspicious, indicative of a "phishing" scam. She then tried a "scare tactic", by telling me that allegedly there was an "open charge" associated with the Member Number. I then informed her that I certainly have no records indicating *** as a credit and/or lender and I certainly NEVER joined *** in the first place. Please investigate this matter at your earliest convenience. Thanks! Best!!!Business Response
Date: 06/11/2024
To Whom It May ****************** reviewed the complaint submitted by ******************* concerning an Identity Theft Claim.
We have thoroughly investigated this matter and determined that ******************* is not responsible for the accounts or applications submitted to DCU (Digital Federal Credit Union).
A letter detailing our findings and the proper steps taken to correct the situation was mailed to *******************;on June 10, 2024.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 06/12/2024
[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.Additionally, I want to take this time to sincerely thank the BBB for your expeditious, shrewd and precise investigation/resolution of this very serious identity theft case. The "Message from Business" on pg 4 of the attached .pdf is reassuring that I am unequivocally not responsible for the accounts or applications submitted to DCU (Digital Federal Credit Uniton).
I contacted DCU today 6/12/24 upon receiving via the **** a fraudulent payment book with coupons spanning a 36 month period starting with 7/27/24 and terminating on 6/27/27 asking for monthly payments of $272.71. If, I were to speculate, it looks as though this criminal who is using my identity attempted to fraudently finance an automobile lease for 36 months or some other similar "big ticket" commodity. ******* in the DCU's *********** was absolutely professional with informing me with what has been essentially presented in DCU's message on page 4 of the attached .pdf.. I look forward to receiving the letter which DCU states they've mailed to me on 6/10/24 for the next proper steps to correct this situation, once and for all.
Regards,
*******************Initial Complaint
Date:05/22/2024
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 have fallen victim to identity theft and have observed unauthorized transactions and suspicious activities associated with my identity. I have already filed a police report to address this issue, but I require further assistance to rectify it. I aim to recuperate my financial losses, restore my reputation, and seek your support in removing this account from my ********************** report. I would greatly appreciate your help in resolving this matter. ---------- Account --------- ********************** EMPLOYEE FEDERAL, Account Number - **********, Opened On - 03/27/2018.Business Response
Date: 05/31/2024
To Whom It May ********************* reviewed the complaint submitted by ********************************* concerning an Identity Theft Claim.
We have thoroughly investigated this matter in December 2021, November 2023, and May 2024. During each of these investigations, DCU was unable to find sufficient evidence to support ************************* claim of identity theft.
A letter outlining our most recent findings was mailed to ********************** on 5/29/24. The letter includes instructions should ********************* wish for DCU to reopen the investigation.
We consider this matter resolved.Sincerely,
DCU Member Resolutions
Initial Complaint
Date:05/13/2024
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.
Im not liable with this debt for Digital Fed Credit Union.Ll, I do not have a contact with Digital Fed Credit Union and they did not provide me original contract as requested.Business Response
Date: 05/16/2024
To Whom It May ***************** reviewed the complaint submitted by ********************* concerning credit reporting.
We investigated this concern thoroughly and determined that **************** applied for a DCU Personal Loan in August 2022. The application was submitted securely through Mr. ******* Digital Banking platform behind his username and password, solidifying that he is responsible for the unpaid debt.
A Validation of Debt packet, which includes the Note &Loan Agreement that **************** signed, was sent via Federal Express (Direct Signature Required) on 5.15.2024 via tracking number ************.
We consider this matter resolved.
Sincerely,
DCU Member Resolutions
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