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:05/08/2024
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 would like to file a complaint against DCU regarding their lack of support for manual bank verification for external accounts. Fidelity for example, does not provide instant verification via Plaid, which is causing inconvenience to users. I have contacted DCU support team regarding this issue, but they copy-past me some random message without reading my request. Other banks use Plaid as well but there is option to manually verify account via Plaid if such account is not supported for instant verification or bank not found in Plaid list.
Business Response
Date: 05/13/2024
To Whom It May ********
We reviewed the complaint by ***************************** concerning the inability to connect Fidelity and Digital Federal Credit Union (DCU).
We have thoroughly investigated this matter and determined that effective 2.22.2024, Fidelity no longer provides Plaid connectivity. Based on this decision, which Fidelity made as a financial institution, Mr.********** will not be able to link his Fidelity accounts to ********************** Banking.
While we certainly apologize for this inconvenience and understand it is not the resolution Mr. ********** sought, DCU does not have any ability to intercede in a decision made by Fidelity.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:05/04/2024
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.
Ive tried to apply for a membership multiple times, but their online system is not working correctly! Everytime that,I submit my personal information to apply for a membership and get to the end of the application the website buffer then tell me that my application was declined. I was told to submit a paper application to the specialized accounts department, and I submitted a paper application. I attached all of the requested documents which included my license, ssn card, and current utility bill. They STILL DENIED MY APPLICATION which doesnt make any sense when, I sent all of the required documents. Ive never had a credit union not tell me why I was denied, and ONLY TELL ME THAT IT IS A SYSTEM GENERATED DECISION! It shouldnt be this difficult to open up a membership when, Im eligible, and have sent all of the required documents!Business Response
Date: 05/10/2024
To Whom It May ****************** reviewed the complaint submitted by *********************** concerning her membership application with Digital Federal Credit Union (DCU).
We have thoroughly investigated **************' concerns and concluded that all procedures were followed, and our decision to deny her application aligns with our guidelines for all membership applications.
At DCU, we value transparency and open communication; however, there are certain circumstances where we cannot disclose specific factors contributing to membership denial. The decision-making process for membership applications involves various internal considerations, including but not limited to regulatory requirements, risk assessment, and internal policies.We remain dedicated to maintaining the trust and confidentiality of our members and applicants, and we appreciate your understanding and respect for our decision.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 05/11/2024
[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: This credit union is horrible and all they do is send system generated responses. They system they use online has a glitch in it and make it hard for anyone to open up an account.
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:05/02/2024
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.
I purchased a Jamaica trip through a travel agent but had to reschedule due to a sprained ankle. The agent provided the wrong number to redeem the ticket and has been unresponsive. Delta Vacations confirmed the booking but indicated it was unpaid despite the deduction from my account. The dispute department was unhelpful, and my bank does not offer coverage. I made a partial payment which was then reversed by the other bank without question. Although I am an active business account holder, the lack of customer service and reliability at this bank has prompted me to seek another institution for my banking needs.Business Response
Date: 05/06/2024
To Whom It May ****************** reviewed ***************************** complaint concerning a transaction dispute. We thoroughly investigated this matter, and on April 16, 2024, ************************* was sent a notice of resolution. The dispute was resolved unfavorably, as ************************* authorized the transaction with the merchant. DCU has followed all proper channels while investigating this dispute, and no further recourse can be taken by DCU.
We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 05/06/2024
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.
I received an email from the number the travel agent provided, but the vendor (Delta Vacations nor Alliant) claims they haven't received payment. Consequently, they can't confirm my trip. I paid the agent in full, eager to reschedule promptly to secure my spot. Despite my payment, the vendor, referred by the agent, states they haven't received the funds.
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: 05/08/2024
To Whom It May ****************** reviewed the comments submitted by ************************* concerning a transaction dispute with Digital Federal Credit Union ("DCU").
As noted in our previous response, DCU thoroughly investigated this matter, and on April 16,2024, sent ************************* a notice of resolution. DCU has followed all proper channels while investigating this dispute, and as there is no further recourse DCU can take regarding this dispute, we recommend following up with the merchant.
We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:04/29/2024
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 urgently reaching out regarding the inaccuracies on my credit report caused by the disclosure of my personal information to credit bureaus. This has resulted in significant financial and emotional distress.As outlined in 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Furthermore, according to 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not provided.The discrepancies associated with DIGITAL EFCU have negatively impacted my financial well-being, necessitating immediate correction.Additionally, I stress compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: ************** Account Number: ************** I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,Rachleakina ThoeungBusiness Response
Date: 05/03/2024
To Whom It May ****************** reviewed the complaint submitted by ************************** concerning inaccuracies on her credit report caused by DCU sharing her information with the credit bureaus. We thoroughly investigated this concern and confirmed that DCU reported both loans accurately to all three credit bureaus. As our Privacy Policy explains, opting out of information sharing is not applicable to credit bureau reporting.
A Dispute Resolution Letter that includes our Privacy Policy was sent to Rachleakina Thoeung via ***** (Direct Signature Required) on May 2, 2024.
We consider this matter to be resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:04/19/2024
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 Credit Union denied me for an auto loan on April 19, 2024 that I qualified for. I met the income and credit requirements. They claimed Inconsistent information.Unable to adequately verify the information provided, because I own a company that I am also a traditional W2 employee for. Please be advised if not resolved this is a notice of impending litigation for discrimination.Business Response
Date: 04/22/2024
To Whom It May **************** We reviewed the complaint submitted by *************************************** concerning a loan application 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,
DCU Member ResolutionsCustomer Answer
Date: 04/22/2024
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 ********************************** locked me out of my account online after I submitted the complaint against them. That's retaliation.
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: 04/22/2024
To Whom It May **************** We reviewed the rejection response submitted by *************************************** concerning her account with ********************** (DCU) being locked. 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,
DCU Member ResolutionsInitial Complaint
Date:04/19/2024
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 opened an account and took a vehicle loan from DCU over a year ago. On March 29, 2024 I went to the *** location at ***************************************************************************************************** to pay off my loan and close my account. During this visit the teller asked how I wanted to pay the loan and I told them I could pay with my debit card but asked if it was possible to pay with credit. The teller replied that of course we could pay with credit people do it all the time. So I provided my credit card to pay. They made a mistake and missed $9 so they had to run the card twice and also told us our car title was not in their possession but instead at the *** and the supervisor corroborated. We left and called the *** who informed us they didnt have it so had to make our first call to *** to find our car title. This was resolved in half an hour in one call. Then a week later we noticed they had paid the loan by cash advance and had resulted in almost $500 in fees and interest for two transactions that we never authorized to be paid with a cash advance. We had only authorized a credit transaction. We have spent more than four hours on the phone trying to find a solution with DCU but they definitively told us they will not reverse the transaction nor provide reparations for the fees and interest based on their error.Business Response
Date: 04/29/2024
To Whom It May ****************** reviewed the complaint submitted by ****************************************** regarding how their auto loan payment was processed as a cash advance. DCU (Digital Federal Credit Union) has thoroughly investigated this matter and communicated the resolution directly to the member. We consider this matter closed.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:04/19/2024
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'm writing urgently to address the inaccuracies on my credit report that have arisen from the sharing of my personal information with credit bureaus. This has caused significant financial and emotional distress.As outlined in 15 USC 1681 Section 602, I assert my right to financial privacy and expect my information to be treated confidentially.Additionally, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency is prohibited from disclosing account details without my explicit consent, which I have not provided.The discrepancies related to DIGITAL EFCU have negatively impacted my financial standing, requiring immediate correction.Furthermore, I emphasize compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below, you'll find my account details for your reference:Account Number: **********I urgently request a thorough review of my account, prompt rectification of the credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns promptly may result in legal action. I appreciate your immediate attention to this matter.Sincerely,*********************Business Response
Date: 04/24/2024
To Whom It May ****************** reviewed the complaint submitted by ********************* concerning her credit reporting.
We investigated these concerns thoroughly and determined that **************** did not specify which **** Account she was referring to, as she has had more than one **** Account with **********************. A Notice of Non-Investigation was sent to **************** requesting more information and to have her complete and return our Credit Report Direct Dispute form for a full investigation. Once we receive the form back, upon completing our investigation,a Notice of Non-Investigation will be sent to **************** with our findings.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:04/17/2024
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.
I deposited two government issued Social Security checks to *** on March 21st, 2024. It has been almost a month and DCU has refused to deposit the checks into my account, refused to return my checks, have frozen my account, and will not give me any information as to why they have seized my checks and are basically treating me as if I am under a criminal investigation for just depositing checks into my account.Business Response
Date: 04/23/2024
To Whom It May ***************** reviewed the complaint submitted by ************************* concerning his two deposits from March.
DCU performed a review of the two checks deposited on March 20 and 22, 2024. Due to internal delays, ********************** membership was not unlocked, and his funds were not released immediately upon the completion of our review. As of April 18, 2024, his membership has been unlocked, and all funds released and made available.
We regret that this situation occurred and empathize with ********************** frustration. We reached out to him but were unable to speak with him, so we left a voicemail.
Sincerely,
DCU Member Resolutions
Initial Complaint
Date:04/12/2024
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.
Hello. Many many years ago I had membership with you under ***********************. At the time I never did anything with the account and assumed it was closed out.In 2009 I legally changed my name to ***********************.I tried a couple weeks ago and again today to apply for membership being denied stating that information was not able to be validated. I assume that the problem lies with the two different names.When I had the account under *********************** and I want to say it was around 2006 or 2007 the address on file would have been *******************************************************. The post office also lists ************** as ************I'm trying to obtain new membership and your system is not allowing me to do anything. I have a great job, making nearly six figures and I have excellent credit.Can you help me with this or please tell me what I have to do to get this resolved? I feel that I'm being discriminated here. If I have to I will file a complaint with the Consumer ************************* on this because your actions are not fair to me. You're not allowing me any options to fix or correct any matter.I'm enclosing multiple photos. One of the front and back of my driver's license and a third photo of me holding my driver's license. I am who I say I am. I'm more than willing to get whatever notarized.Let's please get this resolved.Thank you for your time and help with this matter.Business Response
Date: 04/15/2024
To Whom It May ****************** reviewed the complaint submitted by *********************** concerning his membership application.
We have thoroughly investigated ******************** concerns and concluded that all procedures were followed, and our decision to deny ******************** application aligns with our guidelines for all membership applications.
At ***, we value transparency and open communication;however, there are certain circumstances where we cannot disclose specific factors contributing to membership denial. The decision-making process for membership applications involves various internal considerations, including but not limited to regulatory requirements, risk assessment, and internal policies.
We will contact **************** directly to address his concerns in more detail.
Sincerely,
DCU Member ResolutionsCustomer Answer
Date: 04/15/2024
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.
I don't accept this response. I legally changed my name more than 15 years ago and all my information matches between my driver's license, social security card, and my ********************** report and the credit union isn't giving me any opportunities to fix or correct any discrepancies and very politely told me to take my business elsewhere.
i never received any notice explaining to me what issues they weren't able to verify and they never even pulled my credit report. This matter I'm my opinion is based on my previous account under *****.
If I have done something wrong then explain to me what I have done and stop hiding behind we can't tell you because there's no law preventing you from explaining your actions.
I don't accept this decision and I will escalate this matter up to other government agencies to investigate.
im very much unhappy with this response.
Thank you for your time.
**********************;
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: 04/16/2024
To Whom It May ********
We reviewed the rejection response submitted by **************** concerning his membership application.
We have thoroughly reinvestigated ******************** concerns and concluded that all procedures were followed, and our decision to deny ******************** application aligns with our guidelines for all membership applications.
**************** is always welcome to reapply online or through a paper application. A paper application can be found by visiting ****************************************************************** and clicking the first option. Paper applications are evaluated using the same criteria as online applications.
We consider this matter resolved.
Sincerely,
DCU Member ResolutionsInitial Complaint
Date:04/09/2024
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 paid this account in full.Business Response
Date: 04/16/2024
To Whom It May ************************ reviewed the complaint submitted by ********************************* regarding her **** Loan account being paid in full. We thoroughly investigated this concern and determined that ***************************** **** Loan account was being reported inaccurately, which has since been corrected.
A letter detailing the documentation confirming our findings was sent via Federal Express (Direct Signature Required) on 4.15.24, with tracking number 775960462522.
Sincerely,
DCU Member Resolutions
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